Hakone Hotel Onsen
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Frequently Asked Questions

Accommodation

  • Q

    What time are check-in and check-out?

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    Normally check-in is 15:00 and check-out is 10:00.
    ※ If your accommodation plan specifies different times, those will be given priority.

  • Q

    Until what time is if okay to check-in?

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    This is related to times for dinner. If your accommodation includes dinner, final check-in is up to 18:00. If no dinner is included, please arrive by 23:00. Please kindly inform us if you are arriving later than 17:00.

  • Q

    Can the check-out time be extended?

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    Please make your request to the Front Desk. However, during congested and similar times, we might not be able to accommodate your request.(Payment is required)

  • Q

    Can I stay alone?

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    Yes, you can on weekdays and at other times when there are empty rooms.

  • Q

    Can I sleep together with my child?

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    Yes, as long as your child is pre-school. Please inform us when placing your reservation.
    You can also use a bed guard as well as push two beds together. Please inform us if you wish to do so. (When sleeping together with a child 3 years or older, a Facilities Charge applies.)

    ※Please be aware in advance that we allow the installation of bed guards for children 18 months or older.
    Bed guards may not be installed for children younger than 18 months from the viewpoint of avoiding accidents.

  • Q

    Is room service available?

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    We are sorry to inform you that room service is not available.

  • Q

    Can you give me a morning wake-up call?

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    You can set the telephone in your guestroom to give you a wake-up call, or you can ask the Front Desk.

  • Q

    Can I send my luggage to arrive before I do?

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    Yes, you can.
    Address your luggage as follows:

    Front Desk,
    Hakone Yumoto Onsen Tenseien,
    682 Yumoto, Hakone-machi,
    Ashigarashimo-gun,
    Kanagawa Prefecture 250-0311.

    Arrival Date: ___ ____
    Reservation Name: ____ _____

    Clearly indicate the date of your arrival and the name your reservation was made in.

Fees

  • Q

    What methods of payment do you accept?

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    If you have made an arrangement to pay at the hotel, then basically you are required to pay when you check-in.
    (Pay in cash using Japanese yen or by credit/debit card: VISA, Master, JCB, Amex, Diners)

  • Q

    What are your Children's Rates?

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    Children's Rates (when there are 2 or more adults staying in the same guestroom):
    Elementary school student: 70% of adult rate
    Small child (under elementary school age and sleeping together with an adult): 5,000 yen (tax exclusive)
    When there is 1 adult and 1 child staying in the guestroom, the child is charged at the same rate as the adult. However, if your accommodation plan states a different rate, that will be given priority.

Reservation

  • Q

    How far in advance can I place a reservation?

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    When placing a reservation by telephone, reservations up to a half year in advance are accepted.

  • Q

    At what point do cancellation charges apply?

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    Cancellation charges apply starting from 3 days prior to the start date of your accommodation (including Day Trip Plans requiring reservations).
    3 ~ 2 days prior: 30%
    1 day before: 50%
    On the day: 100%
    100% of the room rate will be applicable when there is no contact on the day accommodation starts or when there is a no-show.
    ※Cancellation charges differ from the above when reservations have been made for 15 or more people.

  • Q

    Can I be put on a reservation cancellation list?

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    No, we regret to inform you that we do not offer a system for reservation cancellations?

  • Q

    I have a bedding allergy...

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    If you have an allergy to bedding (feathers, buckwheat husks), please inform us when placing your reservation.

Facilities

  • Q

    What are your operating times?

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    Our hotel operates on a 23-hour basis, from 10:00 in the morning to 9:00 the following morning.
    When using the facilities inside the hotel after midnight, a separate late-night charge will apply.

  • Q

    Can I eat lunch at the hotel?

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    Yes, in the Rest Area on the 2nd floor. Operating hours: 10:30~ 22:00}
    Meal ordering: 11:30 ~ 21:30

  • Q

    Do you have yukatas for children?

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    Available for children are "samue" work clothes with an upper and lower half.
    (S size: 100 ~ 120cm / M size: 120 ~ 140 cm)

  • Q

    What about an internet connection?

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    Wireless LAN (Wi-Fi) is available throughout the entire interior of the hotel. Use your own wireless LAN (Wi-Fi) device to connect.

  • Q

    Is smoking permitted inside the hotel?

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    Smoking is permitted in a portion of the guestrooms as well as in the 2nd-floor Rest Area (Smoking Room) and the Smoking Corner (inside "Takamitei" restaurant on the second floor).
    Other areas in the hotel are no smoking.

  • Q

    Do you have a parking lot?

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    Yes, between our multi-level parking structure and single-level parking lots, we can accommodate a total of 250 vehicles.
    We charge a Parking Fee of 1,000 yen (tax exclusive) per vehicle per day of stay.

  • Q

    Do you have a laundromat?

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    No, we regret to inform you that we do not have one.

  • Q

    Can I come just to view the waterfalls?

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  • A

    Yes, you can.
    Visitors who are not registered guests at our hotel should come when the garden is open.
    Garden hours: 8:00 ~ 18:00
    ※ Except during foul weather.

  • Q

    Can I freely scope up the Tamadare spring water (Longevity Water)?

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    Yes, you can while the garden is open.
    It is spring water, so use it at your own discretion. Also, the hotel does not provide PET bottles or other containers and vessels, so we ask that you prepare your own.

  • Q

    Can I wear a yukata inside the hotel?

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    Yes, you can. You can take walks through the hotel interior and in the garden wearing a yukata.

  • Q

    Is there a convenience store nearby?

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    The "Tenseimaato" convenience store is located on the 1st floor of the Annex. 8:00 ~ 21:00.

  • Q

    Can I make a reservation for the Relax Room?

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    No, reservations are not accepted. There are 52 seats available, with men and women in the same area. Usage hours: 10:00 ~ next morning 8:00

  • Q

    Is there a curfew?

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    No, there is not.
    The Front Entrance is open for 23 hours, so it is not locked.
    Please be sure to let the Front Desk know if you are going out late at night.

  • Q

    Can you accommodate wheelchairs?

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    Yes, wheelchairs can move around inside the hotel.
    Wheelchairs are also available for rent (3 units).
    We also have guestrooms which can accommodate wheelchairs, so please inquire when placing your reservation.
    Also, since we ask guests to go barefoot or in stocking feet inside the hotel, if you bring your own wheelchair. please wipe clean its wheels at the entrances.
    Furthermore, the use of wheelchairs in the large bathing area is as far as the Changing Room.

  • Q

    Please tell me the time the Souvenir shop is open.

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    The operating times for the Souvenir shop are 7:00 ~ 21:00. It carries a wide range of Hakone handicrafts, our original manju steamed buns with fillings, souvenirs, and other items.

  • Q

    Can you speak foreign languages?

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    Yes, we speak a limited amount of English.

  • Q

    Do you have an ice-making machine?

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    No, there are no ice-making machines in the hotel.
    The convenience store on the 1st floor of the Annex sells ice.

Guestrooms

  • Q

    What amenities are available in the guestrooms?

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    Face oil, bath oil, yukata cotton bathrobes, tabi socks, toothbrushes, razors, men's cosmetics (hair liquid, hair tonic, skin lotion), women's cosmetics (cleansing lotion, face lotion, milky lotion), refrigerator, safe, electric kettle, TV, air cleaner, air conditioner, and heater, etc.
    Shampoo, conditioner, body soap and shower caps are available in guestrooms with a shower unit and/or unit bath.

  • Q

    Is there a refrigerator in the room?

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    Yes, there is a small refrigerator in the guestroom. It does not contain any beverages, so please feel free to use it.

Meals

  • Q

    What time are meals served?

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    ≪Regarding buffet-style dinners≫
    ・Buffet Dining Area operating times: 17:30 ~ 20:00
    ・Various circumstances may require a change in the times or meal substitutions.
    ・Exact dining times will be according to the order guests arrive.
    ・If you cannot arrive by 18:00, the time allotted to dining may be reduced, or dinner might not be served.
    ・Please be advised in advance that should dinner not be available due to circumstances caused by the guest, there will be no refunds or other cost reductions.

    ≪Regarding buffet-style breakfasts≫
    Operating times: 7:00 ~ 9:00. Please come to the restaurant at any time you like during those hours.
    Last reception is 8:45

  • Q

    How are the meals served?

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  • A

    Our hotel offers a buffet-style menu with Japanese, Western, and Chinese cuisine prepared using local ingredients.
    Ingredients include lavish amounts of Japanese wagyu beef and other types of high-quality meat, seasonal fish, and local vegetables.

  • Q

    So, only buffet-style meals are served?

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  • A

    Except for groups dining in the banquet rooms, all breakfasts and dinners are served buffet style.
    (※ Excluding the Japanese Cuisine Course Plan limited to two guestrooms.)

  • Q

    May I bring outside food and beverages into the hotel?

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    No, because in accordance with directives from the Health Office, we ask you to refrain from bringing outside food and beverages into the hotel. If you wish to bring in wine, champaign, shochu white distilled liquor, beer, and other alcoholic beverages, we charge a Corkage Fee of 3,000 yen per bottle (tax exclusive).
    ※ Except for baby food.

  • Q

    Do you have baby food available?

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  • A

    No, we regret to inform you that we do not have baby food available. For hot water, please use the electric kettle in your guestroom. Also, there is a microwave range in the convenience store on the 1st floor of the Annex.

  • Q

    My child is allergic to eggs. Do the buffet meals list specific raw ingredients?

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  • A

    Yes, when displaying the name of the meal, 9 major allergens (dairy products, eggs, peanuts, shrimp, crabs, buckwheat, wheat, sesame seeds, and cashew nuts) are also listed.

  • Q

    Do you have rest areas and similar places to eat meals?

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  • A

    Yes, meals can be eaten in the "Rest Area" on the 2nd floor. Since it also operates as a free relaxation area, guests not ordering food can stay there and relax. Green tea and water are available. "Rest Area" operating times: 11:30 ~ 22:00. (Last order: 21:30.)
    ※ Operating times may fluctuate.

Access

  • Q

    Can you tell me how to get to your hotel using public transportation (nearest station) and how to get there by car?

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  • A

    The nearest station is "Hakone Yumoto Station" on the Hakone Tozan Line. You can walk from the station or take the city loop Bus for 100 yen per trip. By car, we are 15 min. from the "Hakone-guchi IC" on the Odawara-Atsugi Road.

  • Q

    Do you have a Courtesy Van?

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    No, we don't, but you can use the city loop Bus. The fare for "A-Course Takidoori" is 100 yen.

  • Q

    When is the best time to view cherry blossoms and the changing autumn leaves?

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  • A

    Cherry blossoms….... Late March ~ early April
    Azaleas….................. Early ~ mid May
    French hydrangea…. Late June ~ early July
    Autumn leaves…...... Late November ~ early December

Onsen

  • Q

    Does the hot spring water flow directly from the source?

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    The hotel has 8 baths each for men and women. Two of the open-air stone baths have water flowing directly from the hot spring source, while the other 6 use circulated hot spring water.
    ※ The family bath as wells as the Open-Air Baths adjoining guestrooms have water flowing directly from the hot spring source.

  • Q

    Tell me about your Large Baths?

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  • A

    The one for men is on the 7th floor, while the one for women is on the 6th floor. Each has an indoor bath, open-air bath, lying-down bath, single-person bathtub, cold-water bath, steam sauna, and a dry sauna. Each of the Large Baths is wide enough for as many as 100 people to enter at one time. In addition, there are 30 washing places and 12 sinks.

    Amenities for Large Baths:
    Shampoo, conditioner, facial cleanser, face lotion, hair spray, combs, cotton swabs, razors (shaving foam), dryers, scrubbing towels, etc.

  • Q

    I have tattoos. Can I go in the baths?

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  • A

    No, entrance by those with tattoos or tattoo-like seals, are associated with organized crime gangs, or in an inebriated state is strictly prohibited.

  • Q

    Can I use the baths together with my child?

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  • A

    Yes, as long as your child is pre-school. Please inform us when placing your reservation. We can also prepare bed guards, or placing 2 beds together for the child. Please inform us if you wish to do so.
    (When sleeping together with a child 3 years or older, a Facilities Charge applies.)
    ※Please be aware in advance that we allow the installation of bed guards for children 18 months or older. Bed guards may not be installed for children younger than 18 months from the viewpoint of avoiding accidents.

  • Q

    Up until what age can a male infant enter the women's bath together with his mother (or a female infant enter the men's bath together with her father)?

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  • A

    Children of 8years or older must use the Large Bath of their gender.

  • Q

    Can I reserve a family bath in advance?

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    No, we regret to inform you that neither hotel guests nor visitors on the Day Trip Plan can make reservations in advance. After you have arrived, the Front Desk will accept reservations on the day you wish to use the family bath.

Day Trip

  • Q

    Is it necessary for visitors on a Day Trip Plan to make a reservation for bathing?

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    No, visitors on the ordinary Day Trip Plan are not required to make a reservation for entering.

  • Q

    What is included in the Entrance Fee for the Day Trip Plan?

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    Charges for using the hot springs, yukatas, towels, bath towels, lockers, and similar items are included. You can also use the soaps and dryers.