Q&A

FAQ

About reservations
About accommodation
About Food
About in-house facilities
others

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。

About accommodation

How much is the accommodation fee for children?

It 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 (sharing bed)

Can only minors stay there?

Yes, this is possible, but in that case, a parental consent form is required. Please fill out the following consent form and send it to us by mail, fax or email at least 7 days before the start date of your stay.
TEL: +81-279-88-2535／
FAX: 0279-88-7381
[Email] kh-kusatsuyubatake@iconia.co.jp
Minor Accommodation Agreement (PDF)

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。

<Standard plan>

No-show without notice	: 100% of accommodation fee
Departure day	: 80% of accommodation fee
3 days to 1 day before	: 50% of accommodation fee
10 to 4 days before	: 20% of accommodation fee

<Round-trip direct bus plan>

No-show without notice	: 100% of accommodation fee
Departure day	: 100% of accommodation fee
Arrival day	: 40% of accommodation fee
3 days to 1 day before	：30% of accommodation fee
10 to 4 days before	: 20% of accommodation fee

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。

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.
We look forward to your arrival safely.

Can I move around the facility wearing a yukata and slippers?

Yes. It is possible.

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.
The check-in procedure itself will be accepted from 12:30. We can also store your luggage, so please let us know. Please note that check-out payments are accepted from 7 o'clock. The front desk is expected to be crowded when you check out, so we recommend paying early.

Can you keep my luggage sent by post or courier?

Yes. Please contact our hotel in advance and write the date of your stay and the reservation name in the item name section.

Can I bring my pet with me?

Our hotel does not have facilities that allow pets. Please consider our sister hotel "Kusatsu Hot springs Daitokan".

Do you have children's yukata or larger sizes?

Colored yukatas are available in the lobby on the 4th floor. There are two sizes for children: S (70cm) and M (90cm), and four sizes for adults: S (~160cm), M (160cm~), L (170cm~), and LL (180cm~). Doing.

Are there towels in the room?

Yes. If you require additional equipment, please contact the front desk.

I would like a non-smoking room

All rooms in our hotel are non-smoking. There is a smoking booth on the second floor, so please use it.

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

A pot is available in all rooms. Microwaves are available in the restaurant, so please ask the staff.

Do you have cribs, etc. available to rent?

We are sorry. We do not have it available at our hotel.

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.

What can I use to pay for my stay?

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

事前決済による宿泊の請求書・領収書は発行されますか。

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。

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.

Both dinner and breakfast menus include a list of the seven major allergens.
[9 Major Allergens] Wheat, eggs, milk, shrimp, crab, buckwheat, peanuts, walnuts, cashews (*Please note that allergen ingredients are handled in the same kitchen.)
We also have dedicated staff who can assist you with any questions you may have regarding food allergies or other dietary concerns, so please feel free to contact us.

Can I reserve a seat?

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

Do you have baby food?

We offer baby food for babies (7 months, 9 months, and 12 months).

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 inside the restaurant, so please use the restroom to the left of the entrance.

How do I pay?

We ask for a lump sum payment at check-out. Please let us know if you have need a separate payment by room.

Is there someone who has a birthday?

Although it is a small gift, the hotel will give you a dessert plate as a gift. Please contact us in advance.

Is there a time limit?

To reduce congestion, we ask for your cooperation for 90 minutes.

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 taking food home.

Do you have lunch?

We are not open for lunch.

About Hot springs and public baths

Do you have towels?

Please bring towels and bath towels from your room.
*For day trip bathers, bath towels and face towels are sold for an additional fee.

Are there lockers that can be locked?

We have 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?

It is prohibited to operate or bring in devices with camera functions in the changing rooms and bathing areas.

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.

I would like to make a reservation for the amusement corner (table tennis/billiards).

Is there a laundromat available?

I'm sorry. Our hotel does not have any. There is a coin laundry in town, so please contact the front desk.

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. [With some exceptions] We also rent out wheelchairs that can be used within the facility. (Advance reservation required) When using the public spaces with steps, our staff will do their best to help you move.

Can I have fireworks on the premises?

Sorry, please refrain from using it on our premises. Thank you for your understanding.

Can I smoke inside the building?

Smoking is prohibited throughout the building except for smoking booths. Please refrain from smoking in Guest rooms, balconies, hallways, banquet halls, etc.

Other

We have a birthday person. Do you provide services such as cakes?

We can prepare celebratory cakes and flower bouquets upon request. Please contact us at least 3 days in advance.

【cake】
Size 4 (12 cm) - Serves 2-3 people
Whipped cream and strawberries: 4,060 yen
Strawberry Chocolate with Raw Chocolate: ¥4,384
Fresh cream and fruit: 4,600 yen
Size 5 (15 cm) - Serves 5-6 people
Whipped cream and strawberries: 4,762 yen
Strawberry Chocolate with Fresh Chocolate: ¥5,194
Fresh cream and fruit: 5,410 yen
*Please inquire about other sizes.
*Regarding the timing of delivery: It will be served with dessert at dinner, or placed in your room's refrigerator before your arrival. Alternatively, you can pick it up at the front desk. (We apologize, but we cannot deliver to your room after check-in.)
*When placing your order, please let us know the type of cake, the number of candles, the message to be included on the message plate, and when you would like it served.

[Bouquets and Flower Arrangements]
We will prepare a bouquet or flower basket according to your desired price (from 3000 yen, excluding tax).
Please let us know when placing your order if you have any requests regarding the type of flowers or message.

*Regarding serving timing: We can serve it with your dessert at dinner, or we can prepare it in your room before your arrival. Alternatively, you can pick it up at the front desk. (We do not deliver to rooms after check-in.)

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

There is free parking for about 25 cars on the premises and about 50 cars at the Nishi-no-Kawara Park parking lot about 100 meters away. However, please note that this is an outdoor parking lot.

How can I Access nearby tourist facilities?

There is a bus that tours the town. Timetables are available at the front desk. However, the number of buses is limited, so if you are in a hurry, please use a taxi.

Are tire chains necessary in winter?

Kusatsu Town is located at an altitude of approximately 1,200m. Frozen roads and snow can be expected from the end of November to mid-March every year. The roads in our town are equipped with a snow-melting system, so if we have several days of good weather, the snow will melt quickly. That said, please be aware that sudden snowfall may occur at night or in the early morning. We kindly ask you to prepare winter tires or carry tire chains.

Is there a convenience store nearby?

There is a 7-Eleven near Yubatake (5 minutes walk) and a Lawson 5 minutes by car.

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 hotel cannot be held responsible for any trouble or damage that may occur due to 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 hotel is required when photographing or conducting interviews for commercial or commercial purposes. Please contact hotel public relations.

How much time does it take to get from the hotel to nearby tourist attractions?

■ Yubatake Approximately 450m from our hotel, 3 minutes walk
■ Footbath Approximately 500m from our hotel, 4 minutes on foot
■ Netsunoyu Approximately 550m from our hotel, 4 minutes on foot
■ Nishinokawara Park Approximately 130m from our hotel, 1 minute walk

Are there any golf courses nearby?

The following is a guide to major golf courses in the area.
Kusatsu Kogen Golf Course: Gunma Agatsuma-gun 154 Forest Team, Shirane National Forest, Kusatsu, 2.4 km from the hotel, 6 minutes by car
Kusatsu Country Club: Gunma Agatsuma-gun 3-45 Maeguchi, Kusatsu-cho, 6.6 km from the hotel, 12 minutes by car

Are there any hospitals nearby?

We will guide you to the main hospitals in the area.
■ Kusatsu Komakusa Hospital Approximately 1 km from our hotel, 3 minutes by car
■ Fuse Clinic Approximately 800m from our hotel, 3 minutes by car
■ Kusatsu Surgical and Internal Medicine Clinic Approximately 1.9 km from our hotel, 6 minutes by car
■ Nishiazuma Welfare Hospital (designated as an emergency) Approximately 10km from our hotel, 16 minutes by car

Is there an ATM in the building? Also, are there any financial institutions such as post offices nearby?

We apologize, but there is no ATM in the building. We will guide you to nearby ATMs.
There is a 7-Eleven (Seven Bank ATM) near Yubatake.