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FAQ
About reservations
- ●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
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.
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.
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.
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.
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
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 hotel when making your reservation.
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 this service, we ask that you review the above information and make your final decision.
Please let us know when you make your reservation.
About in-house facilities
Please note that Wi-Fi may be difficult to access in some areas of the building.
Please note that there is a smoking corner within the building.