Frequently asked questions
Check-In / Check-Out
- What are Check-In / Check-Out time?
- Check-In is 3:00 PM. Check-Out is 11:00 AM.
- Is there a Cancellation Fee?
- Cancellation fee is as follows:
・Previous-day cancellation：20% of the total accommodation fee
・Same-day cancellation：80% of the total accommodation fee
・Cancellation without notice：100% of the total accommodation fee
Please note that policies may differ when you reserve through travel agencies, or in case of a special offer plans.
- Can we request to be put on a waiting list for cancellations?
- We are sorry, we don’t keep a waiting list.
- Can I extend my Check-Out time?
- You can extend your stay at the hotel with extra charge of 6,000 JPY per 3 hours as a standard rate (tax included). The price may differ from room types.
- Can I check in early?
- We may accept subject to room availability. Early check-in is available for a fee of 6,000 yen per 3 hours (tax included). The price may differ from room types.
If you arrive early, you are more than welcome to use below service without additional fee.
・accept luggage at hotel
・use locker room
・issue lift tickets
- What time should I arrive?
- We ask our guests to arrive by 8pm.
In the unlikely event that you arrive after 8pm, please contact the hotel in advance.
- When do I need to pay?
- Please make a payment when you check-out. If you take ski/snowboard school lessons, you are able to make payment together.
- Do you have hot spa tax?
- Yes, we do. 150 yen per person.
- What kind of credit cards can we use at your hotel?
- We accept international credit cards such as VISA, Master, and JCB cards.
- Do you have special price for children?
- Age 0-3: Free
Age 4-5: Kids rate
Age 6-10: Children rate
- Do you have children's beds?
- You can co-sleep with your children if they are under the age of 5. We offer children's bed for 1,650 yen per night (advanced booking required).
In the hotel.
- About restaurant reservation.
- ・Dinner: Need reservation upon your arrival. We are not accepting advanced booking. Thank you for your understanding in advance.
・Breakfast: No reservation required.
- Can we use hot spring/pool after check-out?
- Yes you can. Please ask for towel to use at the reception if needed.
- Can I go to hot spring with my kids as mixed bath?
- If your kids are under the age of 7, you may allowed.
- Do you have convenience store or ATM in the hotel?
- No we don't have. However, we have a souvenir shop "Deco Shop" at the 1st floor.
- Do you sell alcohol in the hotel?
- We serve alcohol at the restaurant. We have vending machine for alcohol beverage. We don't sell alcohol at the souvenir shop.
- Can you keep my luggage before check-in and after check-out?
- We have free locker available for guests to use. Please inquire at the reception.
- Can I send my luggage to the hotel?
- We accept luggage from within Japan, but not luggage sent from overseas. After making your accommodation, please send your luggage to the following address. And we will keep it at the hotel until your arrival.
Address: Arasuna Sawayama, Hibara, Kitashiobara-mura, Yama-gun, Fukushima Prefecture, 969-2701, Japan / Full Name of Guest (accompanied by the date of your Check-In)
– Please write your full name and the date of your Check-In on your luggage
– We do not accept cash, valuables, fragile items, and items that requires temperature control
– We do not accept COD (Pay on Delivery) packages
- Can I send my luggage from the hotel?
- We accept luggage being sent to other locations within Japan.
Please inquire at the reception.
- Can you keep our valuables?
- We keep at the reception. Please inquire at the reception.
- Is parking free?
- The parking lot is available for free.
- Can we use parking lot after the check-out?
- Yes, you can without additional charge.
- Do you have pick-up/drop-off service?
- Yes we do. We have free bus service from JR Inawashiro Station to the resort. Need advanced booking by 5pm one day before your preferred date. See more here.
- Is there any gas station near the hotel?
- We have a gas station 15 mins driving distance from the hotel. We recommend to refuel earlier when you come to our resort by car.
- Is the front door open 24 hours?
- Yes, it is.
Still can't find what you are looking for?
Please reach us here.