tit_faq

We summarized frequently
asked questions below.

If you have any other inquiries,
please contact us through e-mail.
hakone@emblem-hotel.com

STAY

Q.
Can we check in before 15:00?
A.
Our check in time is after 15:00, but we can keep your baggage before check in.
Also, we can keep it after you check out within the same day.
Q.
Is our room has private bathroom?
A.
It depends on room types. Visit the Stay page from the link below; STAY
Q.
Can we reserve non-smoking room?
A.
Our rooms are all non-smoking rooms.
There is a smoking room on the first floor.
Q.
Can we stay with children?
A.
Yes, you can.
-Complimentary for only one child under 3 years in private rooms.
-Children aged 4-11 years old must stay in private room and must be booked into a separate bed.
-Children aged 12-17 years old can stay in a dormitory with an adult accompanying and must be booked into a separate bed.
-Guests aged 18-20 years old are allowed to stay in a dormitory or private room without an adult company(But a signed agreement by parents/guardian is required upon check-in)
Please contact us by e-mail for a template of signed agreement by guardian.
Q.
How can I cancel/change the booking?
A.
We ask all of our guests to process cancellation/modification through the website you make a booking. So we are not able to process them through phone call.
Regarding cancellation fee, it will apply cancellation policy of your booking.
Q.
How can I make a payment for the stay?
A.
We accept both credit card cash, and payment is upon check-in.
Please note that we do not accept Union Pay.

ACCESS

Q.
How can we reach the hotel?
A.
From Gora station, it takes only one minute on foot. Visit Access page for detailed information; ACCESS
Q.
Can we park our car near by?
A.
We have 7 parking lots in front of our hotel. We do not take reservations for parking.
If the parking lots are full, please use coin parkings nearby.

SERVICE

Q.
Is breakfast included in room fee?
A.
No, it isn’t. Please make a reservation when you check in or 1 day before.
We serve basic Western style breakfast with semi-buffet style.
It costs 800 yen. (500 yen for children under 12)
Q.
Tell us more about use of hot springs.
A.
The hot spring is public style separate for men and women.
We do not accept onsen for private use.
Tattoos are allowed in onsen area.
Q.
What type of amenity is provided in our room?
A.
Since we have varieties of room types, the type of amenities depends on your booking.
Chek basic amenities for your room from Stay page; STAY
Q.
Can we send our luggage to your hotel from airport/previous hotel?
A.
Yes. But we only accept advance payment of luggage. Also, please mention the booker’s name, check-in date on your luggage.
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