Q&A

FAQ

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

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.

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.

About accommodation

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

Check-in is at 15:00 and check-out is at 10:00.

What time is the last check-in time?

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

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.

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.

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.

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, MellPay, 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 5 minutes away by car.

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 robe is available. All guests are welcome to wear yukata and slippers throughout the hotel.

Anniversary options

We have a variety of options available that are perfect for anniversaries. Please apply by phone or through our inquiry form.

① Whole cake 12cm, from 3,200 yen
We offer a variety of flavors, from the classic fresh cream to chocolate and seasonal fruit-based flavors.
- There are some products that we cannot accept depending on the season.
②Message plate 1,000 yen
We will include a message of your choice and serve it with dessert.
③Balloon decoration: 3,000 yen
You can choose from three colors: gold, silver, and pink.
④Bouquet/Flower Arrangement 3,500 yen or 5,500 yen
Please let us know your image color. We can also include a message card.
⑤ Champagne/Sparkling wine: from 3,500 yen
- Some options may not be available if requested shortly before your stay. Please apply well in advance.

About Food

Can you accommodate allergies?

At our hotel, we make every effort to accommodate guests with food allergies so that they can enjoy their Food safely and with peace of mind.
We can provide allergy-friendly menus for some of our menu items upon request.
Please contact the hotel when making your reservation.
For the menus served in the buffet style, the eight major allergens are indicated in words and pictures on the food display. We will also provide a list of allergens upon request. We ask that you use your own discretion when selecting the dishes you wish to eat.

Notes on “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. All the food served at our hotel is prepared in the same kitchen, so there is a possibility that trace amounts of allergens 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 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 a 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 eat, please apply for a plan that includes Food.

Can I have lunch at the restaurant?

The restaurant in the hotel does not serve lunch, but if you would like, our staff will be happy to recommend restaurants in the city.

Until what time can I eat?

Dinner closes at 9pm / Breakfast closes at 9am.

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 request, but we may not be able to meet your request.

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 (Kirara) on the first floor.

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.

Is the entire building non-smoking?

All rooms are non-smoking. However, there is a smoking corner on the first floor.

Do you have a conference room?

There are no meeting rooms in the hotel.

Is there a coin laundry?

There is no coin laundry in the annex.

Are there vending machines?

Soft drinks (1st basement floor), alcoholic beverages (2nd floor), and ice cream vending machines (1st basement floor) are available.

Is there a microwave?

Located in the vending machine corner on the 2nd floor.

Are wheelchairs available?

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

Is there a bath or shower in the room?

With the exception of some Guest rooms, there are no baths or showers in the rooms. Only Japanese-Western style rooms and barrier-free rooms have baths.
*This is not Hot springs.

What time is the large public bath available?

5:30～9:00 / 12:00～24:00
* Wednesday only 5:30~9:00 / 15:00~24:00 for pipe disinfection

Do you have a private bath?

One session is 60 minutes and costs 3,300 yen. Please make a reservation by phone or through our inquiry form.

Can I use the large communal bath at Kamenoi Hotel Atami (Main Building)?

Yes, you can use the facility, but we ask that you move around by yourself.
5:30～11:00/14:00～24:00
*Only on Thursdays, due to pipe disinfection, 5:30-9:00 / 15:00-24:00

Do you offer day bathing?

Only available in the Annex.

【business hours】	12:00-16:00 (last entry 15:00) Closed on Wednesdays
[Prices]	For those who live in Atami-shi: Adults 1,000 yen / Children 600 yen For those living outside Atami-shi: Adults 1,500 yen / Children 800 yen

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?

ATAMI KIDS PARK is located in Kamenoi Hotel Atami (main building) and is available for children from 0 years old to 120cm tall. Guests staying in the annex can also use the park, but we ask that you please move to the park by yourself.

【business hours】	14:00～20:00 9:00～12:00
[Admission Fee]	Children aged 3 and over and their guardians: 300 yen

*Available only to guests staying at the hotel.
*Please note that this is not a childcare center.

About baby food

We have baby food for 5, 7, 9, 12 months and 1 year and 4 month olds available at the front desk. We can also warm up baby food that you bring with you, so please ask a staff member.

Are there any chairs for children at the restaurant?

We have child chairs, blankets, etc. available for rental.

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

Children who are still in diapers may also use the large public bath. We apologize for the inconvenience, but when enjoying Hot springs, we ask that you refrain from bathing in the bathtub directly and instead use the baby bath provided in the large public bath.

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

Shizuoka Public Bath Law Enforcement Ordinance states that "mixed bathing between men and women over the age of 7 is prohibited." Children of the opposite sex may only use the large baths if they are around 6 years old or younger.
*As of October 1, 2023, the ordinance has been revised and the age has been lowered.

Children's amenities

We provide yukata for indoor wear, body soap for children, toothbrushes, towels, slippers, etc. In addition, if you need bedding, we will prepare it for a fee, so please let us know when you make a reservation.