Frequently asked questions

Check-In / Check-Out

What time is Check-In/Check-Out?
Check-In is 3pm and Check-Out 11am.
Can I check in early?
We may accept subject to room availability.
Early check-in is available after noon for a fee of 1,100 yen per hour per person (tax included)
Can I extend my Check-Out time?
You can extend your stay at the hotel with extra charge of 1,100 JPY per hour per person.
Extension is available up to the noon at the latest.
If you extend your stay noon and onwards, we will require you to pay one night's room charge on the day of check-out.
How do I ensure a smooth checkout?
The reception desk is very busy around 11:00am.


When do I need to pay?
Please make a payment when you check-out.
What kind of credit cards can we use at your hotel?
We accept international credit cards such as VISA, Master, and JCB cards.
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.

Stay with your children

Do you have special price for children?
・Age 0~2:Free of charge if you can co-sleep with your children and your children required no meals
・Age 3~5:Facility use fee of 3,500JPY will be charged for co-sleep and with meals.
・Age 3~5:If your children require own bed and meals, 70% of adult price will be charged.

You can come to the restaurant with a stroller. There are children's chair to use too.
Do you have children's beds?
You can co-sleep with your children if they are preschool. We do not have children's bed.
Can I go to hot spring with my kids as mixed bath?
Children who cannot wear diapers are not allowed to use the public baths, but are requested to use the baby baths located in the public baths.

Children over 7 years old should use the men's bath for boys and the women's bath for girls.


Is parking free?
The parking lot is available for free.
Can I book parking lot?
Parking is on a first-come, first-served basis.
However, we ask that you contact us in advance if you plan to come to in a vehicle larger than a microbus.
Is there any convenience store near the hotel?
We have a convenience store 2 mins away (on-foot) from the hotel.


May I use the restaurant in my yukata?
Yes, you can.
Can I bring my own beverages to the restaurant?
We do not allow beverages to be brought into the restaurant. You may bring beverages into your room.

Your Luggage

Can you keep my luggage before check-in and after check-out?
We keep at the reception from the morning of your check-in day to the day of check-out. 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: 934, Sengokuhara, Hakone-machi, Ashigarashimo-gun, Kanagawa, 250-0631 JAPAN / Full Name of Guest (accompanied by the date of your Check-In)

Important Remarks:
– Please write your full name and the date of your Check-In on your luggage
– We accept your luggage two days prior to your check-in day
– 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?
Please use safely box in the room.

Still can't find what you are looking for?
Please reach us here.

TEL: 0460-84-5005