FAQs
Our customers have asked us many questions. Please take a look before you contact us.
Accommodation
- Is there an accommodation fee for children sharing a bed?
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Preschool children age 6 and under can stay free of charge if they share a bed with their parents. Up to two children can share a bed with one adult, but an additional fee will be charged for three or more children.
Children aged 7 and over will be charged regardless of whether or not they require a bed or meals. Please check the accommodation fees on this reservation page.Confirmation / cancellation of reservations
- Please tell me about changing or cancelling a reservation.
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Once a reservation has been made, it cannot be changed. If you wish to make changes, please make a new reservation. If you wish to cancel, please follow the instructions in the email automatically sent to you when your reservation is confirmed, or click here . If you made a reservation via a website other than the official website, please follow the instructions on the reservation site where you made your reservation to change or cancel your reservation.
Confirmation / cancellation of reservations
- What are the check-in and check-out times?
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Check-in is from 15:00 (final check-in 24:00), and check-out is by 11:00.
※Check-in and check-out times may vary depending on your accommodation plan. Please check the details of the plan you have reserved for more information. - Is it possible to check-in early and/or check-out late?
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For an additional fee, it is possible. However, it will depend on the occupancy situation. If you would like to check in early or check out late, please contact us in advance.
※Please note that we may not be able to accommodate your request depending on the ocupancy rates for that day. - Can I leave my luggage before check-in or after check-out?
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Before check-in:
You can send your luggage in advance and store it until the day of check-in. Please write the reservation name and check-in date on the shipping label and contact us here before shipping your luggage.
After check-out:
You can store your luggage at the front desk. Please bring it directly to the front desk
- What payment methods ae available for accommodation?
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The hotel can be paid by cash, credit card, QR code payment, and Alipay. Some types of gift certificates and gift cards may also be used. Depending on the reservation site and plan, online card payments are also an option.
Acceptable credit cards:
■ VISA
■ JCB
■ Diners Club
■ MasterCard
■ American Express (AMEX)
■ UnionPay Card (Union Pay)
and others.
※Contactless payment may not be available depending on the payment amount and card company.
Acceptable electronic payment (QR code payment):
■ Alipay
■ auPay
■ PayPay
■ LINEPay
■ RakutenPay
■ WAON
■ Transport electronic money
and others. - Can travel agency gift certificates be used to pay for accommodation?
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Gift certificates from credit card companies and travel agencies can be used to settle your accommodation fees.
The following can be used:
■ Gift certificates from credit card companies
・VJA Gift Card
・JCB Gift Card
■ Gift certificates from travel agencies
・JTB Nice Gift - Regarding bad weather and disasters (typhoons, heavy rain, heavy snow, earthquakes, etc.)
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In the event of a delay, suspension, or cancellation of transportation due to a disaster or bad weather, and if you are using a route eligible for airline cancellation fee exemptions (no charge), we will waive the cancellation fee for your accommodation reservation.
However, depending on the terms of your reservation, the normal cancellation fees may still apply. If you would like to ask about cancellation fee exemptions, please contact us here .
- Are pets allowed to stay with guests?
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Pets are not permitted inside of the entire building with the exception of assistance dogs such as guide dogs. If you plan to bring an assistance dog, please contact us in advance.
Rooms
- What room types are available?
- Are there any barrier-free or universally-designed rooms?
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We have barrier-free rooms on the 5th and 6th floors. We also have universal rooms with no steps and handrails installed in the toilets and bathrooms.
- Are there any connecting rooms?
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There are no connecting rooms.
- Which room types have a washing machine?
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Washing machines are installed in the following rooms:
・Superior Grande
・Club Ocean / Club Corner
・Club Ocean Premiun / Club Corner Premium
・Panorama Ocean Suite
・Panorama Ocean Suite Premium
For more information, please click here .
- Are there any smoking rooms?
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There are no smoking rooms. Smoking is prohibited in all rooms, including the balconies. Smoking is prohibited throughout the building. If you wish to smoke, please use the smoking area outside of the main entrance on the Lobby Floor (2nd floor).
- Regarding Room Cleaning
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In consideration for protecting the natural environment, we provide eco-cleaning for guests staying multiple nights. Eco-cleaning includes changing towels and pajamas and collecting trash. If you would like normal cleaning, you can apply using the QR code provided to you at check-in.
Pool / Spa
- Is the pool available for use before check-in?
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Please understand that the pool will not be available before check-in.