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Accommodation Reservations
FAQ
Q&A

FAQ

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?
The last check-in time is 18:00, except for some plans such as rooms without meals.
If your arrival time is after 6pm, please contact the hotel.
Can I extend my check-out time?
Although it is not possible to extend the check-out time, if possible, Kamenoi Hotel Member's Card members can extend their stay in their room free of charge until noon on the check-out date, so please contact the hotel. (Kamenoi Hotel Izukogen, Kamenoi Hotel Beppu, and Kamenoi Hotel Okunikko are not eligible for the free extension service)
Until what time is the front desk available?
It is from 7:00 to 22:00.
Please tell me the dinner and breakfast times.
Dinner is served from 17:45 to 21:00, and breakfast is served from 7:00 to 9:30.
Can I send my luggage in advance?
If you contact your hotel in advance, we can store your luggage for you.
We apologize for the inconvenience, but please be sure to include 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 after using the service, you can send it via Yu-Pack for a fee from the hotel shop.
In addition, you can leave your luggage at the front desk for the same day only, even before check-in or after check-out.

*Please note that depending on the contents of your luggage, we may not be able to store it either in advance or before or after use.
*Please note that we are unable to accept parcels by cash on delivery or cash on delivery.
Can I send my luggage from the hotel?
We handle "Yu-Pack" and "Takkyubin" at the shop.
Can I bring my pet?
Our hotel has pet-only Guest rooms, so you can bring your dog along.
For available hotels, please see "Hotels and Inns Where Pets Can Stay."
Please also check the "Information regarding use of the pet room (terms of use)".

If you are bringing a guide dog, etc., please contact the hotel in advance.
Are there any rules for bringing pets?
Must be able to do basic training such as toilet training and not barking unnecessarily.
Please also bring proof of vaccination for rabies and combination vaccines. I will make a copy.
Additionally, we ask that you take measures against fleas and ticks.
Please let me know what items I need to bring when bringing my pet.
Please bring your Food, tableware, bedding, toilet/toilet sheets, towels, gauges, and anything else you think you may need.
Can minors stay overnight?
Single use by a customer under the age of majority stipulated in Article 4 of the Civil Code,
Alternatively, if guests under the age of majority are using the service together, the hotel may contact the guardian (person with parental authority) to confirm.
How many nights can I reserve?
The maximum number of nights you can stay with a single reservation is 6 nights.
Is there a place to store valuables?
There is a safe in the room.
We can also leave your belongings at the front desk, but please note that items that are deemed difficult to leave at the hotel, such as works of art and antiques, may be left at the front desk.
Please note that we may refuse your request.
Is there a night curfew at Kamenoi Hotel?
There is a curfew at 23:00. If you will be returning after curfew, please notify the front desk in advance.
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.

About Access

What is the name of the nearest station?
JR Utsunomiya Line Ujiie Station.
Ujiie Station is the third stop from JR Utsunomiya Station on the Utsunomiya Line bound for Kuroiso.
Please tell me the means of transportation from the station.
Transportation from Ujiie Station is by taxi (approximately 3,500 yen) and free shuttle bus (3 times a day).
Where is the nearest expressway interchange (IC)?
Tohoku Expressway Yaita IC.
What are the directions from Yaita IC?
Exit the Yaita IC toll gate and go straight until you reach Yaita Bybus on National Route 4, head towards Utsunomiya Tokyo, go to the 5th traffic light, turn left at the ``Higashiotobata'' intersection,
Go straight along the road, and when you reach the T-junction, turn left and go up the mountain.The 5-story white building on the left is Kamenoi Hotel Kitsuregawa.
Is there a shuttle service from the nearest location?
Please see" Access Information" for information on the free shuttle bus service.

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 phone etc.
Reservations can be made by calling the hotel of your choice from the first day of the month six months prior to the date of use.
Please note that for reservations made on the first day of the month, reception hours will be from 8:30 am.


*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.
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.
Gift certificates can be used as JCB gift cards or JTB nice gifts.
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.
What should I do if I want to change my reservation?
Please contact the hotel directly.
If you made a reservation on this website, please click "Confirm your reservation details".
You can check the reservation details using the "email address" and "reservation number" at the time of reservation, and you can change (reduce only) the number of users or cancel.
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.

Until when can I make a reservation? Can I make a same-day reservation?
We accept same-day reservations, but the plans available are limited, so please contact the hotel.
I would like to become a Kamenoi Hotel Members Card member.
You can join from the front desk of Kamenoi Hotel or from the Kamenoi Hotel website.
Once you complete the enrollment procedure, you will become a Kamenoi Hotel Member's Card member from that day.
For more information, please see the "What is Kamenoi Hotel Member's Card" page.
What benefits do I get when I become a Kamenoi Hotel Member's Card member?
You will earn points based on your stay charges, etc. The accumulated points are
1 point is worth 1 yen and can be used when paying for your stay.
In addition, there are benefits such as extended room use, preferential discounts at nearby tourist facilities, discounts on eligible products at shops within Kamenoi Hotel, and presents when staying in your birthday month.


* Kamenoi Hotel Izukogen does not offer extended room extensions, discounts on eligible products at the shop, or birthday gifts, but in addition to drink service in the lounge, we offer various benefits depending on your plan and room type. Masu.
*Kamenoi Hotel Beppu and Kamenoi Hotel Okunikko are not eligible for the above benefits.
Is there an expiration date for Kamenoi Hotel Membership Card members?
From the date of your last stay (if you have not used the service since joining, the date of joining)
The last day of the month is the day on which three years have passed.
Please note that if the expiration date has passed, your membership will be automatically canceled and any points you have held up to that point will also be forfeited.
I lost my Kamenoi Hotel membership card.
Kamenoi Hotel Member's Cards that have not yet expired can be reissued.
Please complete the procedures at the front desk of Kamenoi Hotel.
Please tell me how to read the point receipt (point information issued by the hotel).
[Points held]
- Points that can be used to pay for accommodation.
・In addition to regular points earned for accommodation, bonus points (*1) are included.
(The number of points used for previous payments has been deducted.)


*1: What are bonus points?
(1) 500 bonus points awarded for every 300 points earned.
(2) 5,000 bonus points awarded for every 3,000 cumulative points earned.
(3)Bonus points awarded through campaigns, coupons, etc.


[Current cumulative points earned]
・This is the cumulative total of regular points earned from past stays, and does not include bonus points.
・The cumulative points earned are listed as a guideline until bonus points are earned.
Even if you use points at the time of payment, the number of points will not be reduced.


[Until the next bonus point]
Until the cumulative points earned reach a multiple of 300 points (300 points, 600 points, 900 points, etc.)
The number of regular points required is listed for reference.
I registered as a member from the Kamenoi Hotel website, but when will I receive my membership card?
The Kamenoi Hotel Member's Card will be handed to you at the front desk of the first Kamenoi Hotel you use after registering on the website.
Please note that we do not send mail to customers.
Is there an expiration date if I join from the Kamenoi Hotel website?
If you register online, you will be registered as a temporary member, and the temporary membership is valid for 6 months from the date of registration.
Please register as a Kamenoi Hotel Member's Card member at the front desk of Kamenoi Hotel within the expiration date of your temporary membership.
Can I check the number of points on the Kamenoi Hotel website?
You can check from the Kamenoi Hotel Member's Card Member Login page on the top page of the Kamenoi Hotel website.
Please note that it may take approximately 2 days from the check-out date for the points you have earned to be displayed.
I forgot my password for Kamenoi Hotel Member's Card member login.
Please register again from the Kamenoi Hotel Member's Card Member Login page on the top page of the Kamenoi Hotel website.

About Kamenoi Hotel website

Email news is not displayed correctly (garbled characters)
Possible causes are:


- Your email software is set to only accept emails in a specific format, such as not accepting HTML emails.
- Your subscriber's password or security software has settings that prevent it from accepting HTML emails.
・Character code (encoded) is not set to "Automatic selection".


If this is the cause, the display may be improved by changing the settings of your email software, security software, password, etc.
When I make a reservation or register as a member on the Kamenoi Hotel website, I cannot register even if I enter my email address.
Please note that the following email addresses may not be able to receive confirmation emails from this site.
It is set so that registration is not possible.
When registering, please use an email address that does not fit into the format below.


".xxx@xxx.ne.jp" Starting with a dot (.)


"xxx.@xxx.ne.jp" A dot (.) immediately before or after the at sign (@)


"xx..x@xxx.ne.jp" Consecutive dots (.) before the at sign (@)


"xx(x)@xxx.ne.jp" Contains invalid characters (space ( ) <>, ; : \ ' [ ], etc.)
I made a reservation for accommodation, registered as a member, or made an inquiry/request for information on the Kamenoi Hotel website, but I did not receive a confirmation email.
The website confirmation email will be an automatic reply to the email address you registered.
If you do not receive it after a while,
① The email address you registered is incorrect.
②The customer's mailbox is full.
③ Reception is set to be rejected (spam mail measures, etc.)
Please check the possible causes.
Please note that the website confirmation email cannot be resent.

*If the registered address is "yahoo.co.jp" or "ybb.co.jp", the email reception settings will be set to "Reject spoofed emails".
If it is checked, you may not be able to receive it.

About Food

Can you accommodate allergies?
At Kamenoi Hotel, we strive to ensure that customers with food allergies can enjoy their Food safely and securely.
We are doing our best to respond as best we can.
We are able to provide allergy-friendly menus for some of our menus upon request.
Please contact the hotel when making your reservation.

Notes on “allergy-friendly menu”
1 It is possible to change the menu to one that does not use single ingredients, but it is difficult to remove the ingredients contained in seasonings.
We may not be able to meet all requests.
2 All the dishes served at Kamenoi Hotel are prepared in the same kitchen, so
There is a possibility that trace 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 the removal of allergy-causing substances cannot be guaranteed,
In order to prioritize the safety of our customers, we may be unable to provide Food due to unavoidable circumstances.
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 bring food into Food venue?
In principle, we do not allow food to be brought into the facility, including the Food hall, to prevent food poisoning.
Can I have a meal in the room?
In principle, Food will be served at a restaurant or a large hall.
Can I make a reservation for breakfast on the day of check-in?
Please contact the hotel for breakfast reservations.
Do you have a banquet hall?
There is a middle hall (tatami seats or chair seats, charges apply).
Please note that reservations are required, so please contact the hotel for details.
What are the restaurant opening hours?
■Breakfast 7:00-9:00
■Dinner 17:45-21:00 (LO 20:00)

About Hot springs and public baths

Are bath towels provided in the public bath?
Bath towels are not provided in the public bath.
For guests staying overnight, bath towels will be provided in your room, so please bring them with you when using the public bath.
I have a tattoo, can I use the public bath?
Customers with tattoos are not allowed to use the public bath.
Please note that you can use this service if your tattoo is not visible to other customers due to a sticker that hides it.
What kind of public bath is it?
In addition to a large bathtub, the large public bath is equipped with a lying bath and an open-air bath. In addition to the large bath, it is equipped with a lift with nursing care functions.
We also have a ``private bath'' available.
In addition, body soap, shampoo, and conditioner are provided as amenities, and a hair dryer is installed in the changing room.
For more information, please visit the official website. "Hot springs" Please refer to the.
What is the quality of Hot springs?
We use the natural Hot springs" Kitsuregawa Hot springs". Along with Hinogami Hot springs (Shimane) and Ureshino Hot springs (Saga),
This hot spring is said to be one of Japan's top three hot springs for beautiful skin.
For more information on hot spring quality, etc., please see" Hot springs "on the official website.
What are the hours for using the public bath at the hotel?

The public bath is open from 10:30 to 24:00 and from 5:00 to 9:00.

  • The public bath will be closed from 9:00 am to 10:30 am during cleaning time, so you will not be able to use it.
  • Due to regular maintenance, the service will be closed every Wednesday from 9:00 to 12:30.
  • A day use fee will be charged for bathing before check-in and after check-out.
Do you have a private bath?
There is a private bath available. For more information, please see" Hot springs "on the official website.
Please tell me how to use the private bath.
If you are staying overnight, reservations are required and the fee is 1,980 yen (tax included) for 50 minutes.
Is the bath in the room with an indoor bath Hot springs?
There are 4 Special Japanese-Western-Style Room With Open-Air Bath (Non-Smoking), 2 Japanese-Western rooms with open-air baths, 2 Western-style single rooms, and 2 Western-style Twin Room twin rooms.
The baths in the rooms are not Hot springs, but all have boiling water.
You can use the bath in your room whenever you like. For more information, please see" Guest rooms "on the official website.
Is there a change of gender in the public bath?
The men's and women's public baths will not be replaced.
Is there a sauna in the public bath?
There is no sauna.
Is there an open-air bath?
Yes.

About in-house facilities

Please tell me about the equipment and amenities in the room.
Equipment includes a hair dryer, TV, refrigerator, safe, toilet seat with hot water washing function, and charger.
Amenities such as yukata, bath towels, towels, slippers, and toothbrushes are provided in Guest rooms.
*Shampoo, conditioner, and body soap are provided in Guest rooms with baths.
Hairbrushes, hair caps, razors, cotton swabs and cotton are available at the counter next to the front desk.
Can I use the internet?
Wi-Fi is available throughout the building.
Do you have regular medicines ready?
Please note that in accordance with Article 24 of the Pharmaceutical Machinery Act (formerly known as the Pharmaceutical Affairs Act), we do not provide pharmaceuticals.
You can prepare your own in advance, or we can direct you to nearby hospitals and pharmacies.
Is there a store?
There is a shop selling local specialties, souvenirs, drinks, sweets, and more.
Please feel free to ask the staff about recommended souvenirs.
Please check the hotel's" Facility information "page for business hours.
Are all Guest rooms non-smoking?
All rooms are non-smoking except for smoking areas (1st floor lobby, 2nd floor next to the elevator hall).
Do you have a conference room?
There is a conference room. We also rent out projectors, microphones, whiteboards, etc.
For more information, please see "Banquets/Meetings" or contact the hotel directly.
Can I smoke in the banquet hall or conference room?
We are sorry, but smoking is not allowed.
Is there a coin laundry?
There is no coin laundry.
Can I have a massage?
Sorry, we do not offer massages.
Are there any entertainment facilities?
The recreational facilities within the facility are as follows.
■Table tennis Usage hours: 9:00-21:00, Usage fee: 1,100 yen per hour
■Game corner Hours of use: 9:00-22:00
■Kids room Hours of use: 8:00-21:00 (*Staff members are not on duty.)
■Vending machines We sell soft drinks (1st and 3rd floors) and alcohol (3rd floor).
Please tell me about the outdoor sports facilities.
We have the following sports facilities:
Please contact our hotel for details such as usage hours and fees.


Tennis courts: 4 courts, night game equipment available (paid, reservation required)
Gateball field…4 courts (paid/reservation required)
Is there a parking lot?
Free parking is available. (Approximately 100 cars, no reservation required)
Please contact us in advance if you wish to use the service with a large vehicle.
Do you have a coffee room?
There is no tea room.

Regarding use by children

Do you rent yukata and bedding for children?
For children of elementary school age and older, yukata and bedding will be provided if you use the one-night, half-board Staying plan.
In addition, if you are a preschooler or infant and make a reservation at 50% of the adult rate, we will provide you with a yukata, bedding, and Food.
(*Bedding may not be available for some Guest rooms types)
Yukatas are also available for preschoolers and infants who do not require Food or bedding.
Can I bring my child's baby food?
For infants and toddlers, you may bring in baby food.
If you need something heated, please feel free to ask at the front desk or restaurant.
Do you have Food for children?
Although we do provide meals, elementary school children will basically receive the same Food as adults.
Please contact the hotel if you require Food for children.
We also have Food for preschoolers and toddlers. Please contact the hotel for details.
Do you have rental goods for children?
We have rental goods for children. Please contact the hotel for details.
Up to what age can children stay free of charge?
Infants and infants are also charged an accommodation fee.
For details, please see "How much is the accommodation fee for infants?" below.
How much is the accommodation fee for infants?
It is as follows.
■ Food and bedding available: 50% for adults
■ Food only: 50% for adults
■Bedding only: 50% for adults
■ Food and bedding not required: 1,650 yen
*Accommodation fees for children who require only Food or bedding are the same as those who require Food and bedding, so basically we will provide both.
(Bedding may not be available for some Guest rooms types)
*Children over 3 years old who do not require Food or bedding will be charged 830 yen for admission to the breakfast venue.
Do you have baby supplies available to rent?
We offer free rentals of strollers, baby baths (for bathrooms), diaper trash cans, etc.
*Infant supplies are limited in quantity and may not be able to meet your request.
Can I rent a baby cot in the room?
We are sorry, but we do not have any.

Regarding barrier-free accommodation

Is it barrier-free?
We have rooms that are wheelchair accessible.
We have also installed handrails in hallways and removed steps in the bathrooms.
For more information, please check the "Barrier-free page" or contact the hotel.
Can I borrow your wheelchair?
We have some available for loan, but please note that the number is limited.
Are there toilets that are wheelchair accessible?
For the convenience of wheelchair users, we have toilets equipped with handrails and an emergency call system on the floor where the reception or restaurant is located.
Do you have elevators?
Yes.

About surrounding sightseeing

Are there any tourist spots nearby?
For information on the main tourist spots in the area, please see the "Sightseeing information "section of the official website.
We also offer discount tickets for some nearby tourist facilities.
Are there any golf courses nearby?
We will guide you to the main golf courses in the area.
■Seven Hundred Club: 2370 Saotome, Sakura-shi Tochigi Approximately 6.3 km from our hotel, approximately 10 minutes by car
■ Shizuka Golf Club: 2068 Saotome, Sakura-shi Tochigi Approximately 4.9 km from the hotel, approximately 8 minutes by car
Are there any convenience stores nearby?
We will guide you to the nearest convenience store.
■7-Eleven Kitsuregawa Kotobukicho store Approximately 1.9 km from our hotel, approximately 5 minutes by car
Are there any hospitals nearby?
We will guide you to the main hospitals in the area.
■Kurosu Hospital Approximately 9.6 km from our hotel, approximately 15 minutes by car
Is there an ATM on the premises? Also, are there any financial institutions such as post offices nearby?
We apologize for the inconvenience, but there is no ATM in the building.
We will guide you to nearby financial institutions.
■ Kitsuregawa Post Office Approximately 1.8 km from our hotel, approximately 5 minutes by car

About day use

Can I use it for a day trip?
You can use the public bath on a day trip. For more information, please see" Hot springs "on the official website.

Other

Could you arrange a rental car for me?
We do not arrange rental cars.
We apologize for the inconvenience, but please make your own arrangements.
Can I borrow a mobile charger?
All Guest rooms are equipped with multi-charging cords.
Does it snow in winter?
It snows only a few times in one season, and it rarely snows on the roads.
However, if snowfall is forecast for the entire Kanto region, the amount of snowfall is expected to be slightly higher than in southern Kanto.
If the temperature is low in the morning or evening, the road surface may freeze.
In that case, we recommend equipment such as winter studless tires (or chains).
What about inquiries about lost items?
If you have forgotten something, please contact the hotel.
Please also note that we may ask you to confirm your identity when handing over your lost item.
Could you arrange a taxi for me?
Please contact the front desk to arrange a taxi.
Can I send my luggage from the hotel?
Please ask the staff at the store.
Can I exchange foreign currency?
Please note that we do not exchange foreign currencies.
What is a car park?
Our hotel is a partner facility of YuYOU Park, a car overnight stay system for Kurumatabi Club members.
We offer "Car Park", a car overnight service that utilizes the hotel's parking lot.
For more information, please see ``Kuruma Park'', a hotel and inn where you can sleep in your car.