FAQ

Payment

  • When do I have to pay?
    Rooms are generally paid for in advance. Please settle additional charges incurred while staying at the Hotel as and when necessary.
  • Can I pay by credit card?
    Yes, you can. We accept VISA, Mastercard, American Express, UC, Tokyu Card, JCB, Diners Club, and UnionPay.
  • Is there a separate bathing tax?
    Yes, a bathing tax of 150 yen per person per night’s stay will be charged (applicable to guests 12 years of age and older).
  • Do you exchange foreign currency?
    We do not provide a foreign currency exchange system.

Reservation

  • Can I go on a waiting list for a cancellation?
    We do not have a waiting list for cancellations. If you can, please inquire about room vacancies either by telephone or online as necessary.
  • Do I have to pay a charge for canceling a reservation?
    Cancellation charges are as follows:

    (1) 30% for canceling 7 days in advance
    (2) 50% for canceling 3 days in advance
    (3) 80% for canceling 1 day in advance
    (4) 100% for no-show (with no notice) / canceling on the day

    * For group reservations of 15 or more people, the cancellation charge will be applicable from 20 days in advance.
    10% for canceling 20 days in advance, 20% for canceling 10 days in advance

Check-in / Check-out

  • Could you tell me the check-in and check-out times?
    Check-in is from 3.00 p.m., and you must check-out by 11:00 a.m.
  • What should I do if my check-in time will be late?
    If dinner reservations at the Hotel have been made, as a rule we ask guests to check in at least 30 minutes prior to the dinner reservation time. If you are going to be late, please call us to let us know.
    Please contact us in advance if you do not plan to have dinner at the Hotel and expect your arrival to be some time after 9:00 p.m.
  • Can I check-out after the agreed time?
    Check-out is normally by 11:00 a.m., but the time can be extended if you contact the Front Desk in advance. There will be an additional charge for this. However, please note that we may refuse depending on the booking situation on the day.

Accommodation / Guest Rooms

  • Can I smoke in any of the rooms?
    The Hotel is non-smoking. If you wish to smoke, please use the designated smoking area in the Hotel.
  • Are there any facilities for storing valuables?
    There is a safe in each room for your use.
  • What fixtures and fittings are available in the rooms? (Refrigerator, etc.)
    Internet (Wi-Fi), refrigerator, individual air conditioner, bidet toilet, hair dryer, safety deposit box, clothes brush, hangers, and a shoehorn are all available for use.
  • What amenities are available in the rooms?
    There are bath towels, face towels, bath mat, shampoo, conditioner, body soap, hand soap, toothbrushes, shavers, and nightwear.
  • Can I get an Internet connection?
    We provide Internet access by free wireless LAN (Wi-Fi) in all guest rooms. However, you will have to bring the PC yourself.
  • Can I stay with my pet?
    Some guest rooms are pet-friendly and allow dogs and cats to accompany guests. However, there are some restrictions on areas where pets are allowed to move around the Hotel. Please read the Pet-friendly Room Policy for Use before making your reservation.

Baggage

  • Can I send Baggage by delivery service from the Hotel?
    You can send by Yamato Transport from the Front Desk on a pre-payment or cash-on-delivery basis. We will provide postage slips, so please contact a member of staff after filling in the address details.
  • Can I leave my baggage with you before check-in and after check-out?
    We will take care of your baggage if you arrive before check-in time. We will also take care of your baggage on the day that you check-out, so feel free to inquire at the Front Desk. Please note that we cannot take care of valuables and fragile items.
  • Can I send my baggage to you in advance?
    Yes, you can. When sending your baggage to the Hotel, please state your name and your check-in date on the postage slip. Please do not send cash, valuables, or perishable items. In addition, we cannot accept baggage sent by cash on delivery.

Hotel Facilities

  • What kind of things do you have for rental?
    We can provide free of charge at the Front Desk mobile phone chargers (iPhone, Android), adapters, irons (with ironing board), Blu-ray players, and lamps. Please contact us quickly, as there are a limited number available.
  • Do you have any vending machines?
    They are available inside the Hotel and vending areas.
  • Do you have a laundry service?
    The Hotel does not provide a laundry service. There are fully automatic washing machines in the Hotel that you are free to use anytime.
  • Are there meeting rooms in the Hotel?
    There are no meeting rooms.
  • Can I smoke in my room or inside the Hotel?
    The hotel is non-smoking. If you wish to smoke, please use the designated smoking area in the Hotel.

Spa

  • Are there hot spring baths in the Hotel?
    There is a communal bathing area with an additional open-air bath.
    Operating hours: 6:00 a.m. to 10:00 a.m. and 3:00 p.m. to midnight
  • What are the health benefits of the hot springs and the spring type of the water?
    Miyagino hot spring, one of 17 in Hakone, is an alkaline simple hot spring.
    Hot spring benefits: Effective for those who suffer from neuralgia, muscle pain, joint pain, stiff shoulders, stiff joints, hypersensitivity to cold, and promotes good health and recovery from illness and fatigue
  • Do you have guest rooms with open-air baths? Are the open-air baths in the guest rooms supplied with water from the hot spring?
    Six Western-style rooms, seven mixed Western- and Japanese-style rooms, and two twin rooms with open-air baths are available.
    You can enjoy the same hot spring water in the open-air baths as in the communal bathing area.
  • Can children who are still in diapers use the communal bathing areas and pool?
    Parents of children who are still in diapers are asked to refrain from bringing their children in.
    The same applies to use of the pool, even if the child is wearing a garment such as a swim diaper.

Restaurant

  • Is there a restaurant in the Hotel?
    There is an Italian restaurant called crescita. Reservations are required for dinner and breakfast. Lunch is not served.
  • When is the deadline for restaurant reservations?
    Breakfast can be booked any time before 9:00 p.m. the day before and dinner anytime until 5:00 p.m. the day before. Please note that reservations are subject to the availability at the time.

Other Services

  • Can I bring food and drink into the Hotel?
    Yes, you can. There is a refrigerator in each room for your use.
  • Is there a car park?
    There are two outdoor car parks, Car Park 1 and Car Park 2.
    30 spaces available for standard-size vehicles

    * Fee: Free of charge (no reservation required)
    Cars are parked perpendicularly in the outdoor car parks, with no vehicle height restrictions. There is space enough for parking an average sized van. Parking is not available for vehicles such as microbuses and RVs.

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