FAQ

Reservations and Check-in / Check-out

Q. What time is your Check-in and Check-out time?
A. Check-in is from 3:00PM / Check-out is 11:00AM.

Q. Can I check my luggage before check in time or after check out?
A. 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. Do you have onsite parking? If so, how much is parking?
A. Yes, we do. Car parking is for free of charge for our guests. The number of car parking slots are 42.

Q. Do you offer any transportation service from and to the nearest station?
A. Yes, we do. Overnight guests may use the hotel's shuttle bus service to in between Odawara Station and Hakone Hotel. 

Please see the time table as follows:
≪From Odawara Station (West Exit)≫
11:15 / 14:00 / 16:00

≪From Hakone Hotel≫
10:30 / 13:00 / 15:00

View Ditails


Q. Do you have baby beds for rent?
A. Yes. It is free for charge, however availability is limited and is on a first-come-first-serve basis.

Q. Is it okay to go around the hotel in a yukata and slippers?
A. Yukata and slippers can be worn only in the room and when going to a hot spring.

Q. Is it possible to send my luggage in advance of my stay?
A. 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.
===================================
65 Hakone, Hakone-machi, Ashigarashimo-gun, Kanagawa, 250-0521, JAPAN
Tel:0460-83-6311
C/O Hakone Hotel, Front Desk, REGISTERED NAME / CHECK-IN DATE
===================================
Please be reminded, we cannot keep cash, valuables, fragile goods, goods that need temperature-control.

Q. What is your cancellation policy?
A. Cancellation fees will apply according to our hotel policy. More information is as follows: 
No penalty for a cancellation received up to 2 days prior to arrival.
  • 20% penalty on the first night stay for a cancellation received 1day prior to arrival.
  • 80% penalty on the first night stay for a cancellation received on the day of arrival.
  • 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. Do you have any non-smoking room?
A. All of our guest rooms are non-smoking rooms.

Q. What is your hotel's pet policy?
A. Sorry. No pets are allowed to enter our hotel except assistant dogs.

Q. Do you rent wheelchairs?
A. Yes. It is free for charge, however availability is limited and is on a first-come-first-serve basis.

Q. What Credit Cards are accepted?
A. All major credit card are accepted: VISA, MASTER, AMEX, DC, JCB, DINERS, China Union Pay card.

Q. Is there any convenience store near the hotel?
A. There is a Seven Eleven about 15 minutes walking distance from the hotel.

 

Accommodation

Q. Do you have high-speed wireless Internet access available?
A. Internet connection service by Free Wi-Fi is now available at all the guest rooms and lobby. It is available for Hotel Guests with your own P.C.,Smartphone, and Tablet device. 

Q. What amenities do your guest rooms have?
A. All standard quest rooms come equipped with the following:
  • Shampoo, conditioner, soap (cake), toothbrush sets, razors, shower caps, combs, brushes, towels, bath towels, yukata robes, slippers.
  • Face towel, bath towel, yukata (night wear), slippers, hair dryer, TV, alarm clock, house phone, refrigerator, electric pot, Japanese tea set, drip coffee, mineral water, safety.

Q. What should I know about staying with children?
A. 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.

 

Restaurant

Q. Do I need to make a reservation for dinner?
A. 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?
A. Yukata and slippers are not permitted at Restaurant.

Q. Do you permit me to bring own bottles of wine?
A. Yes. Bring your own bottle to our restaurants is permitted at all of our restaurant and is subject to fee(3,300yen). Corkage is charged per bottle.
*A 10% service charge is included. A tax will be added to your bill.

Q. Do you permit me to bring own foods?
A. 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?
A. 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?
A. 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?
A. Room service is available from 6:00 PM to 9:30 PM.
You can have a light meal.

 

Hot spring

Q. Do you have any private baths?
A. No, we don't.

Q. What amenities does each public hot spring bath rooms have?
A. 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. Are any towels available at the public hot spring bath?
A. There are bath towels and face towels in the hot spring bath.

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