Reservations and Check-in / Check-out

Q.Do you offer any transportation service from and to the nearest station?

Yes, we do. The service is available in between the nearest station, Miyanoshita, and the hotel.
*The time table is not scheduled. Please contact us when you arrive at Miyanoshita station.
Please call our hotel directly at +81 460-82-2211.

Q.Do you have onsite parking? If so, how much is parking?

Yes, we do. Car parking is for free of charge for our guests. The number of car parking slots are 80.

Q.What time is your Check-in and Check-out time?

Check-in is from 3:00PM / Check-out is 11:00AM.

Q.Can I check my luggage before check in time or after check out?

Yes, you can. We keep your luggage at your check-in day and check-out day. Please ask at the front desk for more information.

Q.Is my passport required at check-in?

Yes. We require a passport at the time of check in. It is mandatory under Japanese law since April 1st, 2005. The Japanese Government requires "foreign nationals who do not possess an address in Japan" to provide their nationality and passport number etc. and make a copy of their passport upon checking in at lodgings.

Q.Is it possible to send my luggage in advance of my stay?

Yes. Please send the luggage to the following address after making a booking. Please make sure to write down your reservation name and the date of check-in.
359 Miyanoshita, Hakone-machi, Ashigarashimo-gun, Kanagawa, 250-0404, Japan
*Please be reminded, we cannot keep cash, valuables, fragile goods, goods that need temperature-control.

Q.Do you have any non-smoking room?

All of our guest rooms are non-smoking rooms.

Q.Do you have any designated smoking area in the hotel?

Smoking areas are located at the GALLERY COZY on the 1st floor in the FLOWR PALACE and on the 3rd floor of the CASCADE WING.

Q.What is your cancellation policy?

Cancellation fees will apply according to our hotel policy. More information is as follows:
  1. 30% penalty on the first night stay for a cancellation received 3days prior to arrival.
  2. 50% penalty on the first night stay for a cancellation received 1day prior to arrival.
  3. 100% penalty on the first night stay for a cancellation received on the day of arrival.
  4. 100% penalty for no shows.
∗ Cancellation policy for a group more than 15 guests are different from above mentioned. Please ask our reservation staff for more information.

Q.What Credit Cards are accepted?

All major credit cards are accepted: VISA, MASTER, AMEX, DC, JCB, DINERS etc.

Q.What is your hotel's pet policy?

Sorry. No pets are allowed to enter our hotel except assistant dogs.

Q.Are assistant dogs allowed?

Yes, there are no restrictions for assistant dogs in the hotel.

Q.Do you rent wheelchairs?

Yes. It is free of charge. However, availability is limited and is on a first-come-first-serve basis.

Q.Can I specify the building or room type I want to stay in?

Some plans allow you to specify the building you wish to stay in.
We have a range of different plans available, so feel free to contact us if you have any questions.


Q.Do you have wireless Internet access available and can I play videos and games smoothly by connecting it?

Wireless Internet access is available in all of guest rooms and the lobby area for free of charge.
And you can use your internet service smoothly including playing videos and games with it.

Q.What amenities do your guest rooms have?

All standard guest rooms come equipped with the following:
  • Shampoo, hair conditioner, body soap, toothbrush, toothpaste, hand soap, razor, hairbrush, hairband, shower cap.
  • Face towel, bath towel, room wears, slippers, cloth brush, hair dryer, TV, house phone, refrigerator, electric pot, Japanese tea set, safety.

Q.Are there microwaves in the guest room?

Unfortunately, we do not have microwaves available in the rooms.

Q.Do you have baby beds for rent?

Yes. It is free of charge. However, availability is limited and is on a first-come-first-serve basis.

Q.Do you offer any items free of charge for guest use?

Yes. We have humidifiers, iron & ironing boards, DVD player & Blue-ray disc and nail clippers and so on. There are limited numbers in stock however and is on a first-come-first-serve basis.

Q.What is the bed size?

Bed sizes differ depending on the room type. There are seven different type of beds we use: W120cm×D203cm、W140cm×D203cm、W110cm×D203cm、W97cm×D203cm、W90cm×D203cm、W120cm×D203cm、W121cm×D207cm

Q.Do you have a coin laundry?

Unfortunately, we do not have a coin laundry onsite.
However, we have laundry service from 9:00AM to 6:00PM. The delivery is the following day at 10:00AM.

Q.Is it okay to go around the hotel in a room wear and slippers?

Room wears and slippers are not permitted at the lobby area, restaurants and public area. Other than above mentioned area, room wears and slippers are okay.

Q.What if I left behind my belongings in a room or anywhere in the hotel?

If the baggage or personal belongings of the guest found misplaced after checking out, we identify the owner of such items and contact guests asking for instructions. However, when no instructions have been received from the owner or owner has not been identified, we shall dispose of the items in accordance with the laws and regulations of Japan.

Q.What should I know about staying with children?

Children age 6 or under who will be sleeping with their parents can stay for free.
We can supply bed rails free of charge, so please contact us for any requirements.
Children between 7 and 11 will be charged child prices. The prices are different for each plan.
Children 12 or above will be treated as adults.


Q.Do I need to make a reservation for dinner?

Dinner reservation is required in advance. Please make a reservation before 5:00PM on the day.

Q.What is the dress code for each restaurant?

Room wears and slippers are not permitted at Restaurants. We recommend "Smart casual style" for the MAIN DINING ROOM "THE FUJIYA", Japanese restaurant "KIKKA-SO" and BAR VICTORIA.

Q.Do you permit me to bring own bottles of wine?

No. Bring your own bottle to our restaurants is not permitted at all of our restaurants.

Q.Do you permit me to bring own foods?

No, we don't. From the aspect of food sanitation, we strictly forbid you to bring your own food to our restaurants.

Q.Is smoking permitted at any restaurants?

No, it isn't. All of our restaurants are non-smoking restaurants.

Q.I am allergic to a certain type of food. Can I make a request for certain dishes?

Please inform us when you place your reservation. We would like to try to our best to prepare foods for a guest who has allergy. However, since our kitchen is just one kitchen and our cooking staff uses same cooking utensils for any guests (even though they are washed up every time), please note that there would be a risk of contamination. Therefore, we would NOT be able to respond 100% allergen-free foods.

Q.If I would not eat up my meal, can I ask you to pack up the leftover for to-go?

No. From the aspect of food sanitation, we strictly forbid you to take the leftover or any food that our kitchen cooked to your room or your home.

Q.Do you have a room service?

Yes, we do. You can place an order from 5:00PM to 9:00PM. You can see the menu on the TV in your room.

Public hot spring baths (Onsen)

Q.Are people with tattoos allowed in the public hot spring baths?

There is a very strict tattoo policy enforced in the public hot spring baths. Those with sticker, small or large etc., tattoos are not allowed inside the public hot spring bath rooms.

Q.What time does the public hot spring baths open and close?

Our public hot spring baths open from 5:00AM to 11:00AM in the morning, and they open from 2:00PM to 0:00AM in the afternoon and evening.
(They close from 11:00AM to 2:00PM and 0:00AM to 5:00AM for cleaning up.)

Q.Are there any outdoor baths and saunas?

No, but there is a half outdoor bath and a sauna at both men's public hot spring bath room and women's public bath room.

Q.What amenities does each public hot spring bath rooms have?

Please see the followings:
  • Men's public hot spring bath room: shampoo, hair conditioner, body soap, hair tonic, shaving lotion etc.
  • Women's public hot spring bath room: shampoo, hair conditioner, body soap, hair cap, face lotion, milky lotion etc.

Q.I am not a hotel's staying guest. Can I use the public hot spring bath?

No, however we offer the Day use plan which you can enjoy the public bath only accepted time from 2PM to 8:00PM.

Q.Do you have any private baths I can reserve?

We don't have the private bath you can reserve.

Q.Are any towels available at the public hot spring bath?

Yes, there are bath towels and face towels in the public hot spring baths.

Q.I am a pregnant. Can I use the public hot spring bath?

Please see the followings:
  • According the instruction for the hot spring bath, a pregnant at the beginning stage and the later stage should avoid taking the hot spring bath.
  • Even if you are at the mid stage of pregnancy and are still worried about taking hot spring bath, please ask your primary doctor.

Q.My son is still in a diaper. Is he permitted to take the public hot spring bath?

No, from the aspect of sanitation, we strict forbid for children who still in a diaper to take the public hot spring bath.

Other hotel facilities and services

Q.Does the hotel provide any wellness services?

Yes, we have a Relaxation facility ZEN on the 6th floor of FOREST WING. It opens 3:00PM to 0:00AM (Last entry 11:00PM) and reservation is required.

Q.Do you have any restrooms for disabled at the hotel's public area or guest rooms?

Yes, we do.

Q.Do you have foreign currency exchange service?

Yes, we do. We have an automatic currency exchange machine in the lobby.

Q.Do you cash traveler's checks?

No, we don't.

Q.Do you have any staff who speaks languages other than Japanese?

Yes, we do. As a matter of fact, some of our staff speak English fluently to communicate with foreign guests, some do not.

Q.Can I take a walk throughout the hotel's garden?

Yes, you can. Hotel's garden changes its appearance through the various seasons.

Area information

Q.Is there any convenience store near the hotel?

There are convenience stores (Seven Eleven and Lawson) about 5 minutes walking distance from the hotel.

Q. Is there any hospital near the hotel?

There are some hospitals about 30 minutes by car.

Q.Are there any restaurants near the hotel?

There are some restaurants within walking distance from the hotel. If you go restaurants by car, there are many. Please feel free to ask our front staff for more detailed information.

Q.Do you have any maps for the area?

Yes, we have the maps for the surrounding area. Please feel free to ask our front staff for maps and they would give you some advices about the area or facilities you might want to visit.

Q.Can I see Mt. Fuji from the hotel?

The hotel does not offer views of Mt. Fuji. However, there are many places around Hakone which provide excellent views of the mountain.

Q.Can I get to Mt. Fuji?

You can get to Mt. Fuji from Hakone. However, it is not a very easy route.
  • Take the Hakone Tozan Railway or bus to Odawara Station.
  • Then take the Shinkansen from Odawara to Shin-Fuji Station.
  • Then take the bus to Mt. Fuji Fifth Stage from Shin-Fuji Station.
  • However, there are only a few buses a day.
  • Access to Mt. Fuji is also closed in winter.

Q.Can I get to Gotemba Premium Outlets?

Take the L (Gotemba Premium Outlets) route buses. It is direct to Gotemba Premium Outlets.