Frequently Asked Questions

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  • Frequently Asked Questions

titleRoom

A: Check in time is 3:00 p.m., check out time is 12:00 p.m.
The time may vary depending on special offers and packages.Please contact us for further details.

A: We are able to provide an early check in or late check out for additional fee based upon availability. Please contact us for further details.

A: If you need to cancel, please contact us three days before your scheduled arrival date to avoid cancellation fee.
You will be charged 20% of the accomodation fee if the reservation is cancelled two days before the scheduled arrival date,
50% the day before the scheduled arrival date, 80% on the day of the scheduled arrival date,
and 100% for a no-show.

A: Yes, we can look after your luggage for free before check-in or after check-out.

A: Yes, we can receive a parcel on your behalf. Please do not forget to add your full name and the date of check-in.

A: Yes, our hotel is a smoke free environment.

A: Guests are prohibited from smoking in hotel rooms. However, there are designated smoking areas throughout the hotel. There is one by the entrance and an outdoor patio by the main elevator of the 3rd, 4th and 5th floor.

A: Adjacent executive luxury rooms and deluxe twin rooms have an inside door that opens to connect the two rooms. Please contact us in advance for availability.

A: Yes, we offer roll-away beds for twin western-style room. The price may vary depending on availability. Please contact us for further details.

A: We offer roll-away beds in twin room. The maximum number of guests is 3.

A: We can provide a traditional Japanese tatami room for 5 persons. Please contact our reservation representative directly.

A: Yes, however, we will charge a twin room price for one person.

A: Yes, the hotel is child-friendly. We offer baby care products such as cots, baby guards, diapers disposal, potty chair and other nursery amenities. Due to the limited availability, we recommend making a reservation in advance.

A: Yes, baby cot for children under 1 year old is available by request for no additional charge. Due to the limited availability, we recommend making a reservation in advance.

A: At the moment these rooms are not available; however, please ask the front desk if there is anything we can do to help.

A: Yes, service animals are allowed; however, please contact us before your arrival.

A: Unfortunately, pets are not permitted in our hotel.

A: A wireless internet connection is available throughout the hotel.
We will inform you the password on the day of check-in at the front desk.
We also have 2 desktops for free of charge at the lobby.

A: All guest rooms have TV, refrigerator, coffee maker, alarm, AC, hair dryer, shampoo, toothbrush set, kettle, bathrobe, bathtowel, facetowel, slippers, soap, hair cap, hair brush, razor and yukata.

A: Yes, there is a humidifier in each guest room.

A: Yes, there is a refrigerator in each guest room.

A: Terrestrial broadcasting and some BS channel are offered on the room TV.

A: We can set up Japanese subtitles on TV, so please inform us for further details. Unfortunately, English TV program is not available.

A: Yes, we provide safe box in all rooms.

A: Yes, in every guest rooms.

titleRestaurant

A: Our buffet-style breakfast costs 2,500 yen for adult, 1,300 yen for children (6-12) and 700 yen for children (4-5), free for children under 3.

A: Yes, any one is welcome to enjoy our restaurants and lounge.

Yes, at the restaurant Mahoroba, we will provide a private room with additional charge.
Room charge:2-4 people 2,000 yen (tax included)
5-8 people 4,000 yen (tax included)
Reservation required

A: As the restaurant may be full depending on the day, we recommend making a reservation in advance.

A: We offer kid set menu meal ( beef steak, deep-fried prawns and chawanmushi )
Kid meal is limited to children under elementary school students.

A: Please inform your dietary restrictions in advance when making your reservation.
While our restaurants will do their best to accommodate dietary requirements, we cannot guarantee that they will be able to fulfill your requests made on the day of your arrival.

A: Yes, please inform the restaurant in advance.

A: Unfortunately, we do not accept outside drink inside our restaurant.

A: All facilities in our hotel are 100% non-smoking.

titleOnsen

A: Due to the low temperature of the source spring, our onsen utilizes circulation and filtration systems to artificially heat the spring for a comfortable bathing temperature.
Operating hours :
5:00 a.m. - 10:30 a.m.
2:00 p.m. - 0:00 a.m.

A: Water quality : The Sodium Bicarbonate Saline spring
Our coffee-colored hot water is said to be beneficial for skincare sincethe rich mineral containing in the water can smooth and soften dry, rough skin. It is also said to promote hydration of the skin and helps to retain body heat (which is nice in winter time).

A: The water may have some particles floating around which are natural minerals that came from the spring.
Our coffee-colored hot water is said to be beneficial for skincare sincethe rich mineral containing in the water can smooth and soften dry, rough skin.

A: Our hotel ask all guests to refrain from wearing yukata in the lobby and the restaurants.
However, we have an exclusive elevator for the hot spring other than the main elevator. You may wear yukata and slippers to the hot spring when using this exclusive elevator.

A: Yes, the safe box is available in the changing room.

A: Amenities for women: Shampoo, conditioner, body wash, skin toner and cream, make-up remover, face and hand wash, cotton swab, shower cap, hair drier, hair brush and scale
Amenities for men: Shampoo, conditioner, body wash, shaving cream, hair oil, hair tonic, toner for the after shave, face and hand wash, cotton swab, hair dryer, hair brush and

A: Yes, we have complimentary face and body towels in the changing room. It is not necessary to bring towels from guest rooms.

titleFacility/Service

A: Our hotel offers in-house parking facilities for hotel guests. Parking fee is charged and subject to availability upon arrival. The first hour is \400, and every 30 minutes after that is \200. Overnight car parking for hotel guest is \1000. For details, please ask the front dest.

A: You are allowed to make multiple entries and exits during your stay; however, you will need to validate your parking ticket at front desk each time.

A: Reservation is not required.

A: The maximum permitted height in the parking lot is 2.1m.

A: We have delivery/courier service available. Please contact front desk for further details.

A: Steam iron, ironing board, buckwheat chaff pillow, desk lamp, shoes dryer, baby cot, bed guard, potty chair, diapers disposal, nursing bottles, wheelchair, shoes dryer and pants press etc.
The number of items is limited, so please contact the front desk for more details and reservation.

A: Certainly,. However, due to limited availability,we recommend you to make a reservation beforehand.

A: Yes, we do, please contact the front desk for further details.

A: Yes, umbrellas are available at front desk.

A: Unfortunately, we do not have any pharmacy or medicine available at the hotel. Please bring your own necessary medicines.
In case of emergency, we will provide directions to the nearest pharmacy and hospital.
Please do not hesitate to ask the front desk.

A: We offer a little special gift as a souvenir for guests on a special day. Please contact us in advance when making your reservation.

A: Unfortunately, we do not accept pets in our hotel.

A: Payment through bank transfer or at the hotel before the day of your arrival is acceptable.
Please contact us for the bank account details.

A: We offer delivery service, mail service, copy and fax. In all guest rooms, there is free internet access service and VOD service. In western styled room, a DVD player is available to enjoy movies.

titleSpa

A: Please arrive at least 5 minutes prior to your scheduled treatment time to have enough time to fill out your consultation form.

A: Yes, we have a treatment room in which couples may enjoy treatments side by side. Please make your request when you make reservations.

A: The salon has a change ready, so it is not necessary to wear a specific clothing to the salon.
Please come to the salon in whatever is comfortable.

A: You are able to get spa treatment during your periods; however, please note that massage can increase menstrual flow because of improved blood circulation.

A: Reservation must be made in advance ;however, you can get a spot without reservation as long as there is an availability on the day of your arrival.
We recommend you to make your reservation in advance to ensure the requested spa treatments.

A: We can help you choose the most appropriate massage for you on the date of spa treatment; however, depending on the message treatment you choose, the duration of the treatment might vary. We recommend you to make your reservation in advance to ensure the requested spa treatments.

A: Our last entry time is 7:00 p.m. However, depending on the requested spa treatment, we might accept reservation after 7:00 p.m.

A: Your physician can best advise you on which treatments are safe. Please inform the reservation desk when making your appointment.

A: For the salon is reservation only, arriving late will simply limit the time for your spa treatment, thus lessening the effectiveness and your pleasure. Missed appointments or late for more than 30 minutes will be charged 100% of service fee.

titleOthers

A: Some gift certificates are not accepted for payment. Please contact us in advance.

A: Unfortunately, we do not offer currency exchange service. We will provide directions to the nearest bank and ATM.

A: VISA、JCB、American Express、Diner's Club、DC

A: Unfortunately, we do not offer a pick-up service from the station. Please use a taxi or public transportation.

A: From traditional crafts of Kanazawa such as Kutani porcelain, gold leaf products to Japanese sweets, a variety of unique souvenirs are available to purchase at the gift shop.

A: Disposable camera, films, sanitary products and tights are available to purchase. Please contact front dest for further details.

A: There are 7-Eleven and Family mart. (3-5 minutes walking distance from hotel)

A: All facilities including guest rooms are 100% non-smoking. However, there are designated smoking areas throughout the hotel. There is one by the entrance and an outdoor patio by the main elevator of the 3rd, 4th and 5th floor.

A: A vending machine is located on the 1st floor, at the entrance of Onsen.

A: Ice cubes are available at the front desk. Staffs will deliver to guest rooms.

A: Certainly. However, we do not offer rooms that have services for guests with disabilities.

A: Enjoy the free admission at the Kenrokuen Garden and Kanazawa castle in the early morning.
Kenrokuen Garden : 7:00 a.m.-6:00 p.m. (from Oct 16th - end of February : 8:00 a.m. - 5:00 p.m.)
Kanazawa castle park : 7:00 a.m.-6:00 p.m. (from Oct 16th- end of February : 8:00 a.m. - 5:00 p.m.)
Please visit the website for further informations.

A: Japanese confectionaries, Japanese sake, seafood products, Kaga Yuzen products. There is also a gift shop available in the hotel.

A: Kanazawa is often cloudy and rainy. As the weather forecasts are usually not very accurate, we recommend to check the weather forecasts frequently. Umbrellas can be borrowed at front desk.

A: Sakura can be expected around early April; however, the viewing season might change depending on the weather. Please contact us for further information.

A: Autumn foliage can be expected from mid-November to the early December; the viewing season might change depending on the weather. Please contact us for further information.

A: First snow can be expected around December. It will snow heavily around mid-January.

A: From the beginning of June to mid-July, fireflies can be seen at Hakuchoro-street next to the hotel.

A: The name of a path located between Kanazawa Castle Park and the hotel is called Hakuchoro which lately became the name of our hotel. This walking trail is now known for one of the tourist spots in Kanazawa. This trail was used to be a moat (deep ditch filled with water surrounding castle) where swans were released to notify the invasion in order to protect the castle from attack which lately became the origin of the name of the path (hakucho-ro, hakucho means swan in Japanese). The statue of a swan was built as a symbol of the path and placed at the entrance.

RESERVATION

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