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FAQ

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.
    (We are only accepting local payments during the GoTo Campaign period.)
  • Can I pay by credit card?
    Yes, you can. We accept VISA, MASTER, AMERICAN EXPRESS, UC, TOKYU CARD, JCB, Diners Club, and Ginren Card.
  • Is accommodation tax charged separately?
    Accommodation tax rate is determined by each region’s local government and is calculated according to your accommodation cost. See below for more details.

  • Do you exchange foreign currency?
    We do not provide a foreign currency exchange system. We will direct you to banks near the hotel.

Reserve

  • I have forgotten my login password needed to make an online reservation.
    Click on “Forgot ID/password” in the reservation login page, and enter your registered e-mail address and telephone number.
    The ID and password will be forwarded to your registered e-mail address.
  • Cannot login
    Click on “Forgot ID/password” and enter your registered e-mail address and telephone number.
    The ID and password will be forwarded to your registered e-mail address.
  • I want to change or cancel my reservation.
    Click on “Confirm/change/delete reservation”, and enter your login ID and password or your reservation No. and registered e-mail address.
    You may confirm, change or cancel a reservation.
  • How far in advance can I make a reservation via the official website?
    Generally, including the current month, you can book 6 months in advance. We can also deal with inquiries by telephone.
  • 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: 100% for no-show/canceling on the day; 80% for canceling one day in advance; 50% for canceling 3 days in advance; 30% for canceling 7 days in advance. Cancellation charges apply to group reservations of 15 people or more, who cancel from 20 days in advance.Cancellations charges are 20% for canceling 10 days in advance and 10% for canceling 20 days in advance.

Check-in / Check-out

  • Please 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 noon.
  • What should I do if my check-in time will be late?
    The front desk is open 24 hours a day. However, if you can, please contact the front desk if your arrival time will be later than 10.00 p.m.
    If we do not hear from you by midnight on the day of your reservation, your reservation will be canceled.
  • Can I check-out after the agreed time?
    Check-out is normally by noon, 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 if the hotel is fully booked.

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 room 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.)
    There is a washer dryer, IH cooking heater, microwave oven, Internet (Wi-Fi), refrigerator, individual air conditioner, bidet toilet, hairdryer, safety deposit box, clothes brush and hangers, and a shoehorn.
  • What amenities are available in the rooms?
    There are bath towels, face towels, bath mat, shampoo, conditioner, body soap, hand soap, toothbrushes, ladies set (hair band, cotton pads, cotton buds), hair brushes, electric razor, nightwear, and water.
  • What happens about cleaning when staying for a long period?
    Sheets and nightwear are not replaced as a general rule, but all other cleaning is carried out as normal. However, please note that sheets and nightwear are replaced every 4 days for sanitary reasons. If you wish, sheets and nightwear will be replaced free of charge, so please inquire at the front desk.
  • Can I get an Internet connection?
    We provide a free high-speed Wi-Fi connection in all rooms.
    However, you will have to bring the PC yourself.
  • Can I bed-share with my children?
    A child under 6 years old can stay free of charge if you are ok with sharing a bed.
    If your child aged 7 to 12 years old, we would charge a certain child’s fee according to the accommodation deal.
  • Are there any amenities for children?
    There is a children's set containing toothbrushes, body wash, and slippers.
  • Do you loan baby cribs?
    We can provide baby cribs. However, only a limited number is available. Please inquire by telephone or e-mail when making a reservation.
  • Can my pet stay in the hotel?
    We are very sorry, but you are asked to refrain from bringing pets.
    However, guide dogs, service dogs, and hearing assistance dogs are allowed. Please contact the Front Desk about this in advance.

Luggage

  • Can I send post by parcel delivery service?
    You can send post 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 baggage.
  • 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 note that we take no responsibility for storing valuables and fragile 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 mobile phone battery chargers (iPhone, Android), adapters, irons (with ironing board), Blu-ray players, toasters, and rice cookers. Please ask at the front desk
    but do so quickly as there are a limited number available.
  • Do you have any vending machines?
    There are no vending machines in the hotel. We can direct you to nearby vending machines.
  • Do you have a laundry service?
    This hotel does not provide a laundry service. Rooms are equipped with fully-automatic washing machines, which you are free to use anytime.
  • Is there a restaurant in the hotel?
    No, there isn’t. We can introduce nearby restaurants if you inquire at the front desk or use the SmartPlate.
  • 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 room in the hotel.

Other Services

  • Do the staff speak English?
    Please do not worry as there are staff that speak English.
  • Is there a curfew?
    No, there isn’t.
    So that you can stay safely and with peace of mind, the hotel is designed so that guests leave and enter the hotel with a card key, ensuring that non-guests cannot enter the guest room floors.
  • 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 convenience store nearby?
    There is one within 5-minute walking distance. See the SmartPlate or inquire at the front desk for details.
  • Is there a photocopying service?
    We can handle that at the front desk for you. (Fee charged)
  • Do you have a FAX service?
    We can handle that at the front desk for you. (Fee charged)
  • Is there a car park?
    No, there isn’t. Please use the nearby metered car park.

Inquiry

Inquiries

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