Frequently Asked Questions/Inquiries
Frequently Asked Questions
Introduction: Please read carefully
About Hakone Nature
Hakone is a land of abundant nature. Wild animals can be found in the surrounding area.
Although each facility regularly implements measures such as spider web barriers to prevent insect infestation, please be aware that due to its natural location, insects may enter the rooms,
However, please be aware that insects may enter the rooms due to the location of the facilities in a rich natural environment.
Please use insecticides and other anti-insect products in the rooms, if necessary.
*If you are not comfortable with insects, we recommend that you refrain from using the facility.
Weather in Hakone
Hakone is an area surrounded by mountains, so the daily weather is changeable.
If you come to Hakone by car during the winter (November through April), please be sure to install studless tires or prepare tire chains.
Even if there is no snow on the ground, the road surface may freeze in the mornings and evenings due to cold temperatures.
Depending on snowfall conditions, it may not be possible to reach the facilities with only studless tires.
*Please note that calcium chloride may be sprinkled in the parking lot to prevent icing when snowfall is forecast.
About Reservations
What is the cost of lodging?
Room rates vary depending on the time of year and day of the week. Please select your desired date from the calendar on the facility page to check the room rate.
Is the cleaning fee included in the accommodation fee?
Cleaning fees are charged separately.
*Fees vary from facility to facility, so please check the "Payment in Advance Details" after adding to cart on the facility page of your choice.
When is the settlement of accounts made?
Settlement will be executed 2 weeks prior to your stay.
If your reservation is made within 6 days of your stay, it will be settled within 48 hours.
Please note that a small deposit may be temporarily debited prior to settlement to verify the validity of your card.
The deposit is charged only in case of stains or damages to the room upon check-out. Please be assured that no other payment will be made.
I don't have a credit card. Can I pay in cash?
We are sorry, but all of our facilities are unmanned operations and cash payment is not accepted.
Please pay by credit card in advance.
How can I change the number of nights or number of people staying?
Please contact us through the message function.
How do I change to the "Meal Plan"?
Please cancel your existing reservation and make a new reservation for the "Meal Plan".
Please note that the "Meal Plan" can only be reserved for guests staying for [1 day].
Please note that there are some dates when the "Meal Plan" is not available.
My child developed a fever the day before. Can I get a refund if I cancel the reservation?
For cancellations of reservations, please refer to our Cancellation Policy.
I may not be able to go due to weather conditions such as typhoon/snow. Will there be a refund?
Proof of suspension/stop of public transportation must be submitted to apply for the free cancellation.
Is the deposit refundable?
The deposit is only charged in case of stains or damages to the room upon check-out, and is not payable upon confirmation of the reservation.
Check-in and Check-out
What are the check-in and check-out times?
Please check the facility's detail page as it varies from facility to facility.
Can I check in before the regular check-in time?
If there is a check-out on the same day, early check-in is not available due to the cleaning schedule.
If you have not checked out on the same day, you may check in early. Please contact us by message after 9:00 p.m. on the day before your check-in date to inquire whether or not we can accommodate you.
If you wish to check in before 1:00 p.m., please make a reservation for the day before.
Can I leave my luggage before check-in?
Only some facilities have trunk rooms available for use after check-in and check-out.
Please check the reservation page of each facility for information on the availability of trunk rooms.
For facilities that do not have trunk rooms, we are sorry, but we are unable to accept your luggage.
Please use the coin lockers nearby. Please note that large suitcases may not fit.
When and where can I find out how to check-in?
Information necessary for check-in will be sent to the e-mail address registered at the time of reservation 7 days prior to your stay.
For stays of less than 6 days, information will be sent as soon as payment is received.
What time can I check-in?
You may check in at any time after the specified check-in time.
After 9:00 p.m., please be considerate not to disturb the neighbors when entering the room.
Can I use the parking lot before check-in?
Please use the parking lot at the same time as your check-in time.
Can I check out late?
Due to cleaning schedule, late check-out is not available.
Unauthorized late check-out will be charged 2,750 yen per 15 minutes. Please understand.
Accommodations
Is there cleaning and linen change during my stay?
For the sake of sustainability, please note that there is no cleaning service during your stay.
For longer stays, we can change linens and towels and collect garbage for an additional fee.
Is there parking available?
The availability and number of parking spaces vary with each facility, so please check the facility's page for details.
Is there a shuttle service to and from the facility?
Pick-up service is available at some facilities only.
Please check the reservation page of each facility to see if a pick-up service is available.
For those facilities that do not have a pick-up service, please use a car or public transportation.
Are there any restaurants or delivery services nearby?
Please refer to the details page of the facility for nearby supermarkets and restaurants.
Can you accommodate more than the maximum number of guests?
We are sorry, but the number of guests is limited to the maximum number of people allowed to stay. If the number of guests exceeds the maximum number, you will be charged an additional fee.
Can I have a party?
No parties with noise are allowed.
Please be considerate to neighbors from 9:00 p.m. to early morning, including conversations, TV volume, etc.
How should I dispose of my garbage?
Please separate your garbage at the garbage bins located in the facility.
Is smoking allowed?
Smoking is prohibited in some facilities and in some areas only.
Please check the detailed page of each facility for information on whether smoking is allowed or not.
Please understand that you will be penalized if you are found smoking indoors or in areas other than smoking areas.
What should I do with kitchen utensils after use?
We apologize for the inconvenience, but we appreciate your cooperation in cleaning.
Is it possible to invite friends who will not be staying overnight to the facility?
Please contact us by message in advance.
Please note that unauthorized use may result in additional charges.
Is the use of the projector free of charge?
Use of the projector is free of charge. Paid subscription services can be viewed by logging into your account.
*Please be sure to log out and leave the room when you check out.
Are extra beds/cribs available?
Availability and number of items vary depending on each facility. Please check the facility page for details.
Can I have a BBQ?
BBQ is available only at facilities that have BBQ grills. (Some facilities charge a fee for the use of grills, so please check the facility page for details.)
Please note that food is not included in the price unless you book a meal plan, so please bring your own food.
*Please refrain from using the BBQ from 9:00 p.m. to early morning as it may disturb neighbors.
Is Wi-Fi available?
Free Wi-Fi is available in all facilities.
Passwords can be found in the house guide or in the check-in guide sent to you in advance.
Can I send packages by mail?
As this is an unmanned facility, advance delivery of luggage (letters, parcels, etc.) is not available. Please understand this in advance.
Is it possible to extend my stay?
If you wish to extend your stay, please be sure to notify us by 3:00 p.m. the day before.
Please note that a cleaning cancellation fee will be charged if the payment is received after 3:00 p.m. the day before, or if the payment is not completed by the specified time.
Is the bath a hot spring?
Only some facilities are hot springs. Please check the facility page for details as they vary by facility.
Can I cook?
All facilities provide a minimum of cooking utensils and seasonings. However, what is provided varies from facility to facility, so please check the facility page.
Please note that we do not provide food for those who do not book a meal plan, so please bring your own food.
I do not have a cell phone that can be used in Japan. Can you book a cab for me instead?
We do not provide reservation service on behalf of our customers, but you can make reservations through apps such as GO TAXI.
About Amenities
How many towels are provided?
One set of towels is available for each person in your reservation.
If you are staying for a longer period of time, we can change towels for an additional fee, so please contact us by message.
How many toothbrush sets are provided?
We will prepare 1 set for the number of people who have made reservations.
Is there nightwear available?
We are sorry, but we do not provide nightwear; please bring your own.
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