Q&A

FAQ

About reservations
About accommodation
About Food
About Hot springs and public baths
About in-house facilities
others

About reservations

How do I reserve accommodation at Kamenoi Hotel?

●Reservation via the Internet: You can make reservations at the hotel of your choice on the Kamenoi Hotel website from the first day of the month six months prior to your date of use.

●Reservations by telephone etc.: You can make reservations by calling the hotel of your choice from the first day of the month six months prior to your date of use.
Please note that for reservations made on the first day of the month, reception hours will start at 8:30.
*Telephone, etc.: Apply by phone, mail, or directly at the hotel front desk.
(Example) If you make a reservation for accommodation on November 10th, the reservation start date will be May 1st.

About accommodation

There is a charge for accommodation for children under the age of 3, but does it apply even to children under 3 years old?

yes. At our hotel, we also charge 1,500 yen (1,650 yen including tax) for children between 0 and 2 years old.

In addition, our hotel sets prices based on the age of the child, regardless of whether Food and bedding are included.

The child fare classification is as follows.

Child A: Elementary school student 70% of adult price Food and bedding included

Child B: 3 to 6 years old (preschoolers) 50% of adult price Food and bedding included

Child D: 0 to 2 years old Facility usage fee: 1,650 yen No Food or bedding (extra bed)

Can minors stay overnight?

If a guest under the age of majority stipulated in Article 4 of the Civil Code is using the hotel alone or with a group of guests under the age of majority, the hotel will contact the guardian (person with parental authority) for confirmation. We may ask you to take a refund.

How many days in advance will the cancellation fee be charged?

If you cancel your reservation or change the number of people, the following cancellation fees will apply.

No-show: 100% of basic accommodation fee

On the day: 80% of the basic accommodation fee

3 days to 1 day before: 50% of the basic accommodation fee

10 to 4 days before: 20% of the basic accommodation fee

When making a reservation through a travel agency or a hotel reservation site, a cancellation fee will be charged in accordance with the prescribed cancellation policy.

It looks like I'll be arriving late, is that okay?

yes. We look forward to your arrival.

However, there are restrictions on Food times. In addition, if you will be arriving later than the declared time, please contact us.

Contact information Hotel representative: +81-186-33-2011

We look forward to your arrival safely.

What time is check-in and check-out?

Check-in (entering the room) is at 3:00 PM, and check-out is at 10:00 AM.

Please note that this may vary depending on the plan.

You can also store your luggage before check-in and after check-out. Please ask the front staff.

Is it OK to bring juice and alcohol into the room?

You can bring it into your room.

There are also shops and vending machines inside the hotel, so please use them.

Can I bring my pet with me?

Our hotel does not have facilities that allow pets.

Are there towels in the room?

Yes. We provide face and bath towels.

I would like a non-smoking room

All rooms in our hotel are non-smoking.

Do you have an electric kettle or microwave to make milk?

A pot is available in all rooms. The microwave is located on the first floor, so please ask the staff.

Do you have cribs, etc. available to rent?

I'm sorry. Our hotel does not have any.

Is there a place to store valuables?

There is a safe in the room. Please also note that although you may leave your belongings at the front desk, we may refuse to accept items that are deemed difficult to leave at the hotel, such as works of art or antiques.

Is there a curfew?

There is a curfew at 23:00. If you will be returning after curfew, please notify the front desk in advance.

What can I use to pay for my stay?

In addition to cash payments, credit cards such as JCB, AMEX, DISCOVER, Diners, VISA, MasterCard, J-Debit, and UnionPay can be used.

JCB gift cards can be used as gift certificates.

PayPay can be used for QR code payment.

Please note that electronic money, QR code payments (other than PayPay), and barcode payments cannot be used.

Will invoices/receipts be issued for accommodations paid in advance?

If you make a reservation with advance payment through a travel agency or hotel reservation site, as a general rule, the agency will issue the receipt, and the hotel will not be able to issue an invoice.
If you require a receipt that corresponds to the Japanese certified invoices and receipts (invoices), please make your reservation through the official MYSTAYS website.

Can I issue separate receipts?

In order to comply with the invoice system, we will only issue one receipt per payment/transaction (account). We are unable to issue receipts that split the accommodation fee for one room per night or receipts that only show a portion of the accommodation fee.

Examples of when partial issuance is not possible
✕ Divide the transaction amount of 16,000 yen per room per night into 10,000 yen and 6,000 yen
✕ Only 10,000 yen of the transaction amount of 16,000 yen per room per night
✕ Multiple people staying in the same room and dividing the room between each guest
✕ Splitting a combined credit card payment for several rooms into individual room charges
✕ Split up package sales, such as breakfast-included plans, into ancillary sales and accommodation fees

Examples of partial issuance
*However, if you pay by credit card, etc., you will need to make separate payments for each amount of the split receipt (individual payments).
○ If the first night is 10,000 yen and the second night is 16,000 yen, separate receipts will be issued for each date.
○ If the first night is 10,000 yen and the second night is 16,000 yen, a single receipt will be issued with details for each date.
○ Separate receipts will be issued for incidental sales such as parking fees and accommodation fees.

About Food

I have a food allergy.

At our hotel, we are doing everything possible to ensure that customers with food allergies can enjoy their Food safely and securely.

We are able to provide allergy-friendly menus for some of our menus upon request.

Please contact the inn when making your reservation.

Notes on “allergy-friendly menu”

1 It is possible to change the menu to a menu that does not use individual ingredients, but it is difficult to remove ingredients contained in seasonings, and we may not be able to meet all requests.

2 All of the dishes served at our hotel are prepared in the same kitchen, so there is a possibility that small amounts of allergy-causing substances may be mixed in during the cooking process.

Please note that this response does not guarantee complete removal of allergy-causing substances.

3 We do not support menus provided in buffet style.

4. For customers who are concerned that we cannot guarantee the removal of allergy-causing substances, we may have no choice but to refuse to serve Food, with the customer's safety as our top priority.

5 Please note that we are unable to respond on the same day. Also, please refrain from making requests based on your likes and dislikes of ingredients.

When using the service, please check the above information and make your final decision.

Can I reserve my seat?

Please note that depending on the situation, we may not be able to comply with your request.

Do you have chairs for children?

Baby chairs are available for children. Please ask the venue staff.

Where is the restroom?

There are no restrooms in the restaurant, so please use the restrooms on each floor.

How should I pay?

We ask that you pay in full at the time of check-out. Please let us know if you would like to have a different room.

I'd like to take some food home with me.

Due to strict food hygiene guidelines from the public health center, we ask that you refrain from eating.

About Hot springs and public baths

Do you have towels?

Please bring towels and bath towels from your room.

Are there lockers that can be locked?

We have PIN type and key type lockers for valuables. Coins such as 100 yen coins are not required.

Is it possible to use Hot springs before check-in or after check-out?

I'm sorry. You cannot use the service before entering or leaving the hotel. Thank you for your understanding.

Until what age can children take a mixed bath?

In accordance with the hygiene management guidelines, we accept children up to 6 years old.

I have a tattoo, can I take a bath in Hot springs?

We apologize for the inconvenience, but we cannot accept guests with tattoos.

Can I take pictures at the bathhouse?

We apologize, but taking photos or videos inside the venue is prohibited.

About in-house facilities

Can I use the internet?

Wi-Fi is available throughout the building.
Please note that Wi-Fi may be difficult to access in some parts of the building.

I would like to reserve a massage.

We will accept your request at the front desk.
Depending on the date, we may be flooded with reservations, so please make reservations as soon as possible upon arrival.
*Advance reservations are not accepted.

Is there a coin laundry?

I'm sorry. Our hotel does not have any.

Is the facility wheelchair accessible? Is it okay to use a wheelchair?

Although our hotel is not completely barrier-free, you can move from your room to the lobby and restaurant without any steps. [Excluding some]

We also have wheelchairs available to rent for use within the facility. (Advance reservation required)

When using a public space with steps, our staff will do their best to help you move.

Can I have fireworks on the premises?

I'm sorry. It is not available on the premises of our hotel. Thank you for your understanding.

Can I smoke inside the building?

There is a smoking corner within the building.

Other

Is there a parking lot? Is there a parking fee?

There are 100 free outdoor parking spaces available on site.

Is it okay to take photos and videos inside the hotel?

Permission is granted for private and non-commercial purposes only.

When taking videos or photos, please be careful not to cause a nuisance to other customers such as reflections. Please note that the museum cannot be held responsible for any trouble or damage caused by posting videos etc. on various media.

Also, depending on the situation, we may ask you to cancel the shooting or ask a staff member to do so. So thank you in advance for your understanding.

In addition, prior consent from the museum is required when photographing or conducting interviews for commercial or commercial purposes.

Please contact hotel public relations.