FAQ

Accommodation/Guest Rooms

Are minors allowed to stay on their own?

In order to stay on their own, they need a parental consent.

We request minors to submit a consent form at check-in. We may decline their accommodation request if a consent form is not submitted.

Please use the following consent form.

Consent Form for Minors’ Hotel Stay

Do you have pajamas?

We provide our original pajamas in the guest rooms.

As the availability of large sizes and children’s sizes are limited, please inquire when booking.

Do you have mobile phone chargers?

It’s provided in all guest rooms.

What amenities are available in the guest rooms?

We provide:
- Pajamas (top and bottom)
- Disposable slippers
- Various types of towels
- Shampoo
- Conditioner
- Body Soap
and more.

Can I choose my guest room?

We allocate the rooms to ensure a comfortable stay for all our staying guests.

Guests are not allowed to choose their room or floor. However, we do take requests, so please let us know your preferences.

Can I make outside calls from the guest room?

Outside calls cannot be made from the guest rooms.

Do you accept early check-in and late checkout?

Early check-in is available from 12:00 p.m. on the check-in date for additional 1,000 yen per hour per room.

Late checkout is also available up to 2:00 p.m. on the checkout date for additional 1,000 yen per hour per room.
Please note that the regular overnight rate applies after 2:00 p.m.
Please inquire in advance as we may not be able to accept early check-in or late checkout depending on circumstances of those days.

Can I stay at the rate shown on the online reservation site when booking by phone?

The rate offered over the phone is different from the rate offered for online booking.
If you wish to book a hotel deal or stay at the rate displayed on the website, please make an online reservation.

Do you have a safety deposit box?

It’s provided in all guest rooms.

Facilities & Equipment

Is tap water in the guest rooms safe to drink?

Yes. It’s safe to drink. Our hotel is equipped with a water purification system for the entire hotel, all the water, including the water in the bath unit, is clean. Experience our clean, healthy water, “SOU-BI-SUI.”

Why does “SOU-BI-SUI” taste good and why is it gentle on the skin?

Our water is clean and gentle on the skin as the water purification system for the entire hotel removes impurities and rust from the tap water, and even reduces residual chlorine down to the lowest level set by the law.

What is “SOU-BI-SUI”?

It’s the name of the water we provide at the hotel. The water purification system that covers the entire hotel provides clean water throughout the facility, including tap water in the guest rooms and common areas, shower, bidet toilet seat, and laundry water. Experience our delicious water that’s gentle on the skin, “SOU-BI-SUI.”

All guest rooms are non-smoking rooms. Is there a smoking area?

Please use the smoking booth located on the 4th floor.

Do you have computers guests can use for free?

No, we do not have computers available for guests.

What security measures do you take?

We have adopted a contactless IC card key system.

The system allows guests to operate the elevator by touching the sensor with their card key and pressing their guest room floor number.

It does not allow the entry of non-guests.

Are there vending machines within the hotel?

They are located on the 6th, 8th, 10th, and 12th floors.

Are there coin laundries?

They are located on the 7th, 9th, and 11th floors .

Are there microwaves?

They are located on from the 6th floor to the 12th floor.

Are there ice machines?

Free ice machines are located at the vending machine areas on the 6th, 8th, 10th, and 12th floors. W are equipped with a water purification system for the entire hotel, and make ice with clean, healthy water, “SOU-BI-SUI.” Please feel free to use them. There are also cups to put ice in by the ice machines.

Access and Parking

Is parking available?

We do not have an exclusive parking lot. Please use nearby coin-operated parking lots.

Guests Staying with Children

How much do you charge for children and children sharing beds with adults?

Preschoolers are free of charge (until they graduate from preschools). Children in elementary school and older are charged the same rate as adults. However, as some hotels have different policies for guests staying with two or more children in elementary school, please contact the hotel for details.

Children in junior high school and older are charged the same rate as adults with no exceptions.

Rates & Payments

Do you charge cancellation fees?

Yes. We charge the following cancellation fees.

- When cancelled one day before the check-in date: 20% of the accommodation fee
- When cancelled on the day of the check-in date: 80% of the accommodation fee
- No-show without notice: full accommodation fee

Cancellation fees above are calculated based on the total accommodation fee.
Please note that different cancellation policies may apply to bookings made by groups and hotel deals with early booking discounts.

When do I pay the accommodation fee?

Please make the payment at the front desk when checking in. When someone other than guests is paying, please contact the hotel in advance as the payment needs to be made before check-in.

We only accept cashless payments. We are unable to accept cash payments. We apologize for any inconvenience this may cause and thank you for your understanding.

Please use a credit card or QR code payment when paying at the front desk. We accept the following credit cards and QR code payments.

* We only accept lump sum payment for credit cards.

Accepted Credit Cards : VISA、MASTER、JCB、American Express、Diners、Discover card、UnionPay

Accepted QR code payments : LINE Pay、PayPay、DoCoMo's "d payment"、au PAY、Rpay、ALIPAY、WeChatPay

What types of payments are accepted?

We accept credit cards and QR code payments. We are unable to accept cash payments. We apologize for any inconvenience this may cause and thank you for your understanding.

Accepted Credit Cards : VISA、MASTER、JCB、American Express、Diners、Discover card、UnionPay

Accepted QR code payments : LINE Pay、PayPay、DoCoMo's "d payment"、au PAY、Rpay、ALIPAY、WeChatPay

* We only accept lump sum payment for credit cards.
* Please use a credit card or QR code payment when paying at the front desk.

I don’t have credit cards. What can I do?

We accept the following QR code payments in addition to credit cards. We apologize for the inconvenience, but please have one of these QR code payment methods ready when visiting.

Accepted QR code payments : LINE Pay、PayPay、DoCoMo's "d payment"、au PAY、Rpay、ALIPAY、WeChatPay

* Please use a credit card or QR code payment when paying at the front desk. We are unable to accept cash payments. We apologize for any inconvenience this may cause and thank you for your understanding.

Do you accept VISA/JCB gift cards?

Yes, we do.
We are one of the affiliated companies that accept the VISA/JCB gift cards.
We assume many have earned gift cards by exchanging eco points or through other reward programs. Please feel free to use VISA/JCB gift cards (we follow the usage policy printed on the back). * The name “VISA Gift Card” changed to “VJA Gift Card” in January, 2011.

Do you accept QUO card payment?

Unfortunately, we do not accept QUO card payments. Thank you for your understanding.

Do you accept bank transfers?

Yes. Bank transfers must be made at least three business days prior to check-in date. We apologize for the inconvenience, but we also need to have you contact us by phone when making bank transfers.

* Please pay for the bank transfer fees when making payments for accommodation or cancellation fees. Thank you for your understanding.

Others

How can I make a corporate contract?

We apologize for the inconvenience, but please call us directly or contact us through the inquiry form.

Can I send packages from the hotel?

Yes. They can be sent using Yamato Transport. Cardboard boxes are available as well (for a fee). Your packages will not be wrapped. If they need to wrapped, please speak to our staff.

As certain items, including valuables, breakables, and special care items, cannot be sent in some cases, please check your package content.

Can I leave my luggage at the hotel before check-in and after checkout?

Yes. You can leave your luggage with us at the front desk before check-in and after checkout. Feel free to do so.

This service is available only on your check-in and checkout days.

We are unable to keep your luggage before and after those days.

Exceptionally large luggage, large quantities of luggage, luggage that needs to be kept cold or frozen, and other unusual luggage cannot be stored.

Please contact the hotel for more information.

Can you make restaurant reservations for me?

Please be informed that we do not make reservations for restaurants or other establishments on behalf of our guests.

Can I stay with my pets?

We are very sorry, but pets are not allowed with the exception of guide dogs. Thank you for your understanding.

Can I send my luggage to the hotel by a courier or postal service in advance?

Write down the name of the person who will be staying at the hotel and check-in date, then have it delivered on the check-in date, addressed to the attention of the hotel.

Please send your luggage under the same name as the name the reservation was made under.

Exceptionally large luggage, large quantities of luggage, luggage that needs to be kept cold or frozen, and other unusual luggage cannot be stored.

Please pay the shipping charge when sending as we are unable to accept packages sent collect.

Please contact the hotel for more information.

I am expecting company. Can I invite unregistered guests into my guest room during my stay?

Entry of unregistered guests into guest rooms and guest room floors is prohibited.

Please use the lobby for meet-ups.

Is there a curfew?

There is no curfew. However, the front entrance will be locked from 1:00 a.m. to 5:00 a.m. for security reasons.

Guests who have already checked-in can unlock the entrance door with their card key. We ask guests who have not checked-in to call the front desk using the intercom.

If you are arriving much later than the arrival time you registered in advance, please contact the hotel.

Do you have a waiting list for cancellations?

Unfortunately, we do not have a waiting list.

We apologize for the trouble and inconvenience, but please search for a room at a later date or contact the hotel.