Q&A

FAQ

About reservations
About accommodation
About Food
About in-house facilities
For use by children

About reservations

How do I make a reservation at KAMENOI HOTEL?

●インターネットによるご予約: ご利用日の6か月前の月の初日から、亀の井ホテルWebサイトでご希望のホテルへご予約いただけます。

●お電話等によるご予約: ご利用日の6か月前の月の初日から、ご希望のホテルへお電話等によりご予約いただけます。
なお、月の初日のご予約に限り、受付時間を8時30分からとさせていただきます。
※お電話等：電話、郵便、ホテルのフロントにおける直接申込
(例) 11月10日のご宿泊予約の場合のご予約開始日は「5月1日」になります。

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

ご予約のお取消しやご人数変更の場合は以下のキャンセル料金が発生いたします。

不泊：ご宿泊基本料金の100％

当日：ご宿泊基本料金の80％

3日前～1日前：ご宿泊基本料金の50％

10日前～4日前：ご宿泊基本料金の20％

旅行会社や各宿泊予約サイトからご予約の際は、規定のキャンセルポリシーに準じてキャンセル料金が発生いたします。

About accommodation

When is the check-in and check-out times?

Check-in is at 15:00 and check-out is at 11:00.

What time is the last check-in time?

There is no specific final check-in time, but the restaurant closes at 9:00pm, so we recommend that guests who have booked dinner check-in by 7:00pm. For security reasons, the main entrance will be locked at midnight, so guests arriving after midnight should call an attendant using the phone next to the entrance.

Can I send my luggage in advance?

If you contact the hotel you are using in advance, we will store your luggage for you. When sending it, please be sure to write the date of your stay and the name of the person making the reservation. If you would like to send your luggage to your home or other address after your stay, you can do so at the hotel's store.
Please note that we may not be able to accept your luggage depending on its contents, whether it is before or after your use. Also, we are unable to accept cash on delivery or payment on delivery.

Can I leave my luggage before check-in on the day and go out?

Yes, we can. We can also store your luggage after check-out, but only on the day of check-out.

Will I receive an invoice/receipt for a prepaid stay?

事前決済にて旅行代理店や宿泊予約サイト等でご予約された場合、原則として当該代理店等が領収書を発行するため、ホテルより請求書・領収書（インボイス）を発行することはできません。
日本国内の適格請求書・領収書（インボイス）に対応した領収書が必要な方は、アイコニア・ホスピタリティ公式サイトよりご予約いただきますようお願いいたします。

領収書を分割して発行できますか。

インボイス制度への対応のため、領収書の発行は1回の支払い・取引（会計）につき1枚の発行となります。1室1泊の宿泊料金を分割した領収書や宿泊料金の一部金額のみの領収書の発行はいたしかねます。

分割発行が不可の例
✕ 1泊1室16,000円の取引額を10,000円と6,000円に分割する
✕ 1泊1室16,000円の取引額のうち10,000円分だけを分割する
✕ 同じ1部屋に複数名で宿泊し、宿泊者ごとに分割する
✕ 複数部屋を一括でクレジットカード払いなどした場合に部屋ごとに分割する
✕ 朝食付きプランなどセット商品を付帯売上と宿泊料金に分割する

分割発行が可能な例
※但し、支払いをクレジットカード等で行った場合は、分割する領収書の金額ごとに別々に決済を分けてお支払い（個別決済）いただく必要があります。
○ 1泊目10,000円、2泊目16,000円の時、日付ごとで領収書を別々に発行
○ 1泊目10,000円、2泊目16,000円の時、1枚の領収書に日付ごと明細記載し発行
○ 駐車場利用などの付帯売上と宿泊料金の領収書を別々に発行

What can I use to pay for my stay?

In addition to cash payments
・Credit cards: JCB, AMEX, Diners, VISA, MasterCard, DISCOVER, UC
・QR Code: PayPay, Rakuten Pay, dPay, auPAY, Merpay, ALIPAY, WeChatPay
・Gift certificate: JCB gift card (with the JCB logo)
・ID
is available.
*Transportation IC cards cannot be used.

Can minors stay overnight?

In the case of a single minor under the age of majority (as defined in Article 4 of the Civil Code) or a group of minors under the age of majority, the hotel may contact the guardian (person with parental authority) for confirmation.

Are there any restaurants or convenience stores nearby?

There are no restaurants or convenience stores within walking distance.
The nearest convenience store is less than a 5-minute drive away.

Regarding parking.

There is a free parking lot available.

Is there a shuttle bus?

A bus runs between Atami Station and the hotel by reservation. For details, please see the "Access" page.
There is also a local bus that stops right in front of the hotel, so please consider using that option as well.

Can I walk to the hotel?

The hotel is built on the halfway up a mountain, and it takes about 20 minutes uphill to walk there from Kinomiya Station, and about an hour, including uphill, from Atami Station.

Are there indoor wear available?

Yukata robes are available.
Guests are welcome to wear yukata and slippers throughout the entire building.

Regarding the anniversary option.

We offer a variety of options perfect for special occasions.
If you are interested, please check the details from the link below and apply.
Please apply by phone or through the inquiry form.
Anniversary options
*Some options cannot be accommodated if requested shortly before your stay. Please apply well in advance.

About Food

Can you accommodate allergies?

The hotel is committed to providing food allergies with food allergies to ensure that guests can enjoy Food safely and securely.
For some of the menus, we can provide allergy-friendly menus upon request.
Please contact the hotel when making a reservation.
Regarding the menu provided in a buffet style, the 9 major allergen substances are marked with letters and picture marks on the food POP. In addition, we also provide a list of allergenic ingredients to customers who wish.
We apologize for the inconvenience, but please choose the dish you want to eat at your discretion.

Note on the "Allergy-Friendly Menu

1. Although it is possible to change the menu to one that does not use individual ingredients, it is difficult to remove ingredients contained in seasonings, and we may not be able to meet all requests.
2．当ホテルでご提供している料理等は、厨房及びレストランでは多種類の食材を扱っているため、微量混入は避けられません。
本対応がアレルギー原因物質の完全な除去を保証するものではございませんのでご了承ください。
3．ビュッフェ方式でご提供する料理について、アレルゲン物質はメニューカード表示又はアレルゲン表記一覧表にて対応しており、個別にアレルゲン除去料理の対応はしておりません。
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 cannot 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 have the meal in the room?

As for Food, both dinner and breakfast will be served at the restaurant.

Do you have a banquet hall?

Our hotel does not have a banquet hall.

Can I eat without making a reservation?

All restaurants in the hotel require reservations.
If you would like to have Food included, please apply for a plan that includes Food.

Can I have lunch at the restaurant?

The restaurant in the hotel is not open for lunch.
If you would like, we can introduce you to restaurants in the city, so please ask our staff.

Until what time can I eat?

Dinner closes at 9:00pm / Breakfast closes at 9:30am.

Can I specify/reserve restaurant times and seats in advance?

When you check in, we will inform you of the available time slots for that day.
We only accept reservations for the earliest possible time, so please let us know in advance if you have a preference.
We will do our best to accommodate your seating requests, but we may not be able to accommodate all of your requests.

Can I bring alcohol into the restaurant?

We are sorry, but we are unable to accommodate your request.

Where can I eat Dandanmen?

You can enjoy it at the restaurant on the 2nd floor (ATAMI BOLD KITCHEN).

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.

What is Welcome Baby's accommodation?

Our hotel has been certified based on the opinions of parents and experts from the Miki House Childrearing Research Institute.
We have a wide selection of toys for children, such as blocks, and many other goods and amenities to ensure that guests with children have a comfortable stay. The newly certified Premier Baby Room/42 ㎡【non-smoking】and Premier Kid's Room/42 ㎡【non-smoking】are both decorated with a ship-themed interior and are packed with features to ensure that the whole family can enjoy their hotel stay. Families with children can stay with peace of mind.

Is the entire building non-smoking?

All rooms are non-smoking. However, there is a smoking area on the second floor.

Do you have a conference room?

There are no meeting rooms in the hotel.

Is there a laundromat available?

It is available next to the large public bath on the first floor.

Are there vending machines?

There are vending machines selling soft drinks (1st, 5th, and 8th floors), alcoholic drinks (5th and 8th floors), and ice cream (1st floor).

Is there a microwave?

Located on the 5th and 8th floors.

Are wheelchairs available?

We have wheelchairs available for rental. Please inquire at the front desk.

What time is the large public bath available?

5:30-11:00 / 15:00-24:00
*Only on Thursdays, due to pipe disinfection, the hours are 5:30-10:00 / 15:00-24:00

Do you have a private bath?

Our hotel does not have private baths.

Can I use the large communal bath in the annex?

Yes, you can use the facility, but guests are asked to make their own way there.
5:30~10:00/14:00~24:00 (15:00~24:00 on Wednesdays)

Do you offer day bathing?

Our hotel does not offer day-use bathing.

Is the bath in the room Hot springs?

The bath in the room is not Hot springs.

Can anyone use the lounge?

Available to all guests staying at the hotel. Sake and wine are available for a fee, so please receive a special card at the front desk. Business hours are 14:00~16:00/22:00~25:00.

Is there karaoke?

The fee is 2,200 yen per hour per room. Reservations are required, so please contact the front desk in advance if you wish to use the facility.

Do you have an ice machine?

There is no ice machine in the building. If you would like one, please ask the staff at the restaurant.

For use by children

Is there anywhere to play inside the building?

We have ATAMI KIDS PARK, which can accommodate children from 0 years old to 120cm tall.
For details, please see Facility information page.
[Business hours] 14:00-20:00
9:00-12:00
[Admission fee] 300 yen for children aged 3 and over and parents
(Free for guests staying in the Premier Kids Room and Premier Baby Room)
*Available only to guests staying at the hotel.
*Please note that this is not a daycare center.

About baby food

We offer baby food for 5, 7, 9 and 12 month olds, as well as baby drinks such as barley tea, in our restaurant.
We also have a microwave oven, so you can heat up baby food brought in due to allergies, etc.

Are there any chairs for children at the restaurant?

Children’s chairs, high chairs, blankets, and more are available for loan.

Regarding use of the large public bath by children who are still in diapers

Children who are not yet toilet-trained may also use the public bath.
However, when enjoying the hot spring, please refrain from entering the bath directly and instead use the baby bath provided in the bathing area.

Up to what age can children of the opposite sex enter the large public baths?

Shizuoka 's Public Baths Law Enforcement Ordinance states that "mixed bathing between men and women over the age of 7 is prohibited."
Use of the large public bath with children of the opposite sex is limited to children up to approximately 6 years old.
*As of October 1, 2023, the ordinance has been revised and the age has been lowered.

Children's amenities

We provide jinbei (loungewear) for the indoors, as well as body soap, toothbrushes, towels, slippers, and other items that children can use.
If you require bedding, we can provide it for an additional fee, so please let us know when you make your reservation.

Other rental equipment

We provide baby bottle sterilizers, baby bottle cleaning detergent, sponges, baby baths, water thermometers, booster toilet seats, diaper bins, forks, spoons, plates, step stools, cribs, and auxiliary window locks.
As numbers are limited, please make a reservation or enquire in advance.