Reservations and Check-in / Check-out

Q.Do you offer any transportation service from and to the nearest station?

Sorry.There is not preparation.

Q.Do you have onsite parking? If so, how much is parking?

Yes, we do. Car parking is for free of charge for our guests. The number of car parking slots are150.

Q.What time is your Check-in and Check-out time?

Check-in is from 3:00PM / Check-out is 11:00AM.

Q.What is your cancellation policy?

Cancellation fees will apply according to our hotel policy. More information is as follows:
  1. 30% penalty on the first night stay for a cancellation received 3days prior to arrival.
  2. 50% penalty on the first night stay for a cancellation received 1day prior to arrival.
  3. 100% penalty on the first night stay for a cancellation received on the day of arrival.
  4. 100% penalty for no shows.
∗ Cancellation policy for a group more than 14 guests are different from above mentioned. Please ask our reservation staff for more information.

Q.Can I check my luggage before check in time or after check out?

Yes, you can. We keep your luggage at your check-in day and check-out day. Please ask at the front desk for more information.

Q.What Credit Cards are accepted?

All major credit card are accepted: VISA, MASTER, AMEX, DC, JCB, DINERS, China Union Pay card,Alipay.

Q.Is my passport required at check-in?

Yes. We require a passport at the time of check in. It is mandatory under Japanese law since April 1st, 2005. The Japanese Government requires "foreign nationals who do not possess an address in Japan" to provide their nationality and passport number etc. and make a copy of their passport upon checking in at lodgings.

Q.Is it possible to send my luggage in advance of my stay?

Yes. Please send the luggage to the following address after making a booking. Please make sure to write down your reservation name and the date of check-in.

256-1 Yumoto, Hakone-machi, Ashigarashimo-gun, Kanagawa, 250-0392, Japan
*Please be reminded, we cannot keep cash, valuables, fragile goods, goods that need temperature-control.

Q.Can I specify the building or room type I want to stay in?

Some plans allow you to specify the building you wish to stay in.
We have a range of different plans available, so feel free to contact us if you have any questions.

Q.Do you have any non-smoking rooms?

We do. Please request one when you make your reservations.
When a non-smoking room is fully occupied, I deodorize a smoking room.

Q.What is your hotel's pet policy?

Sorry. No pets are allowed to enter our hotel except assistant dogs.


Q.Do you have high-speed wireless Internet access available?

Wireless Internet access is available in all of guest rooms and the lobby area for free of charge.

Q.What amenities do your guest rooms have?

All standard quest rooms come equipped with the following:
  • Shampoo, hair conditioner, body soap, toothbrush, toothpaste, hand soap, razor, hairbrush, hairband, shower cap.
  • Face towel, bath towel, yukata (night wear), slippers, cloth brush, hair dryer, TV, alarm clock, house phone, refrigerator, electric pot, Japanese tea set, safety.

Q.Are there microwaves in the guest room?

Unfortunately, we do not have microwaves available in the rooms.

Q.What should I know about staying with children?

Children age 5 or under who will be sleeping with their parents can stay for free.
We can supply bed rails free of charge, so please contact us for any requirements.
Children between 6 and 11 will be charged child prices. The prices are different for each plan.
For details, please see the various accommodation plan pages.
Children 12 or above will be treated as adults.

Q.Do you have a coin laundry?

Yes. We have a coin laundry on the 3rd floor of the main building. (1 washing machine, 1 dryer)


Q.Do I need to make a reservation for dinner?

Dinner reservation is required in advance. Please make a reservation before 6:00PM on the day before.

Q.What is the dress code for each restaurant?

Yukata and slippers are not permitted at Restaurant VentVert. Other restaurants do not have a strict dress code and yukata & slippers are permitted.

Q.Do you permit me to bring own foods?

No, we don't. From the aspect of food sanitation, we strictly forbid you to bring your own food to our restaurants.

Q.Is smoking permitted at any restaurants?

No, it isn't. All of our restaurant is a non-smoking restaurant.

Q.I am allergic to a certain type of food. Can I make a request for certain dishes?

Please inform us when you place your reservation. We would like to try to our best to prepare foods for a guest who has allergy. However, since our kitchen is just one kitchen and our cooking staff uses same cooking utensils for any guests (even though they are washed up every time), please note that there would be a risk of contamination. Therefore we would NOT be able to respond 100% allergen-free foods.

Q.Do you have a room service?

No, we don't.

Public hot spring baths (Onsen)

Q.Are people with tattoos allowed in the public hot spring baths?

There is a very strict no tattoo policy enforced in the public hot spring baths. Those with sticker, small or large etc., tattoos are not allowed inside the public hot spring bath rooms.

Q.What time does the public hot spring baths open and close?

Our public hot spring baths open from 5:00AM to 10:00AM in the morning, and they open from 3:00PM to 1:00AM in the afternoon and evening. (They close from 10:00AM to 12:00PM for cleaning up.)

Q.Are there any outdoor baths and saunas?

Yes, there are an outdoor bath and a sauna at both men's public hot spring bath room and women's public bath room.

Q.What amenities does each public hot spring bath rooms have?

Please see the followings:
  • Men's public hot spring bath room: shampoo, hair conditioner, body soap, hair tonic, shaving lotion etc.
  • Women's public hot spring bath room: shampoo, hair conditioner, body soap, hair cap, face lotion, milky lotion etc.

Q.I am not a hotel's staying guest. Can I use the public hot spring bath?

Yes, public bath use only is accepted from 12:00PM to 8:00PM.
Adults:Weekday ¥2,000 / Saturdays, Sundays and hoildays ¥2,200
Ages 12 - 18:Weekday ¥2,000 / Saturdays, Sundays and hoildays ¥2,200
Ages 6 - 11:¥1,000
Ages 3 - 5:¥500.

Q.Do you have any private baths I can reserve?

We do.You are able to reserve private bath to enjoy our natural hot spring.
  • Large size bathroom(for 4 - 5person): 3000yen for 45min
  • Middle size bathroom(for2 - 3person): 2000yen for 45min
  • Availabe time:
    (For overnight guests) 8:00 am - 10:00 am,15:00 pm - 10:00 pm
    (For day guests) 12:00 pm - 8:00 pm (reception closes)
*You can use from each an hour time. ex)3:00 PM,5:00PM,9:00PM

Q.Are any towels available at the public hot spring bath?

For staying guests: we ask them to bring a face towel and a bath towel from their guest rooms.
For bath only guests:A rental bath towel and face towel are included in the bathing price.

Other hotel facilities and services

Q.Does the hotel provide any wellness services?

Yes, we have a beauty-treatment salon and a Chinese body care booth at the 2 floor.

Q.Do you have any restrooms for disabled at the hotel's public area or guest rooms?

Yes, we have.

Q.Do you have foreign currency exchange service?

Yes, we do. We have an automatic currency exchange machine in the lobby.

Q.Do you cash traveler's checks?

No, we don't.

Area information

Q.Can I see Mt. Fuji from the hotel?

The hotel does not offer views of Mt. Fuji. However there are many places around Hakone which provide excellent views of the mountain.

Q.Can I get to Mt. Fuji?

You can get to Mt. Fuji from Hakone. However, it is not a very easy route.
Take the Hakone Tozan Railway or bus to Odawara Station.
Then take the Shinkansen from Odawara to Shin-Fuji Station.
Then take the bus to Mt. Fuji Fifth Stage from Shin-Fuji Station.
However there are only a few buses a day.
Access to Mt. Fuji is also closed in winter.

Q.Can I get to Gotemba Premium Outlets?

Take the L (Gotemba Premium Outlets) route buses. It is direct to Gotemba Premium Outlets.

Q.Is there any convenience store near the hotel?

There is a convenience store(Seven Eleven) about 10 minutes walking distance from the hotel.