Frequently Asked Questions

Your reservation is confirmed. The amount displayed on your bank or card statement immediately after booking is, in most cases, an "authorization hold" to confirm that the card is valid and has available credit, and is not an actual charge. The actual payment (final settlement) will be processed approximately two weeks before your check-in date. You do not need to take any action at this time.

Information regarding your reservation will be sent via the booking site you used or a message from the facility. Please do not enter your card information via links in emails you do not recognize. If you are concerned about the status of your reservation, please check your booking site's My Page or contact us via message here. Your reservation number may change due to room changes, which can sometimes appear as a cancellation notification.

Cancellations are possible. Cancellation fees will be in accordance with the cancellation policy displayed at the time of your reservation (this varies by booking site and plan). If the free cancellation period has passed, a cancellation fee will be incurred, and payment will be required even if you do not stay. For exceptional circumstances such as natural disasters or public transportation disruptions, please consult us individually. To cancel, please use the cancellation link on your booking site or in your reservation confirmation email.

Reservations made through booking sites are, in principle, paid according to the rules of that site. Invoices, payment links, and receipts can be sent by email, so please let us know if you need them. We cannot hold or enter your card information on the facility side, so if you wish to change your card, please proceed using a new payment link. If payment is not completed, you can try again with a different card or request a new link.

Changes depend on availability. Please consult us via message first. For reservations made through booking sites, you may be able to proceed with a "change request" on the site, or it may be necessary to cancel and rebook. If the free change period has passed or your desired dates are fully booked, we may not be able to accommodate the change. If the price changes due to an increase or decrease in the number of guests, or if the number of guests exceeds the room's capacity, we may suggest changing rooms.

Yes, we ask that you fill it out before your stay. If you cannot open or send the form, or if you do not have all the information before entering the country, please be assured that you can fill it out at the reception upon arrival. We ask for your passport at check-in.

Please let us know your estimated arrival time. If you are going to be late, it would be helpful if you could contact us as soon as you know. Late arrivals may be guided through self-check-in (instructions will be sent on the day of arrival).

Meal content and the possibility of accommodating vegetarian or allergy requests vary by facility and reservation plan. If there is a description in the individual FAQ for the relevant facility, that information will take precedence. If there is no description in the individual FAQ, we will not definitively state that it is possible, and a staff member will confirm and then inform you.

Yes. You can inquire in English. Please contact us using the message function of the booking site or the inquiry form on this site.