FAQ

This page answers some of the questions you may have about our hotel.
Please ask the question in the e-mail when you have more questions.

[Room]

Q Do you have non-smoking room?
A All of Japanese and Japanese-Western rooms with private hot spring are non-smoking rooms.
But there is no non-smoking rooms among normal Japanese rooms.
So we will deodorize the rooms if guests request non-smoking room.
Q Can I use Wi-Fi?
A Guests can use Wi-Fi in the lobby and the rooms.
Please ask the password for Wi-Fi at front desk.
Q Can I receive the massage service?
A The rate for the massage service is 4,500JPY(40minutes).
Normally the massage service start at 20:00.
Q Can I get the spa treatment?
A The rate for the spa treatment is 10,800JPY(40minutes)~.
The staff offer spa treat ment in your room.
Q Is the bath water in the room onsen?
A The bath water in the private open-air bath in the room is 100% natural hot spring.
(The bath water in the standard room is not hot spring.)

[Dining]

Q When the dinner and breakfast start?
A The breakfast start at 07:30-08:00
and the dinner start at 18:00-18:30(19:00) in our hotel.
Q I have the food can't eat because of allergy and reilgious reason.
A We will cope with that as possible if you tell us in advance by e-mail.
※Please note that we can't cope with that if you tell us it on the day.
※Please note that there are some foods we can't cope with.
Q Can I order "specilal menu" on the day?
A Please oreder "specilal menu"until 3 days before because we can't receive the order of special menu on the day.
Q Where can I eat the meals?
A We will serve the meals in your room for guests staying stardard room.
We wil serve the meals in the private banquet room for 4 or more guests and guests staying room with private open air bath.
Q Can I eat other menu if I stay for 2 or more nights.
A We will serve another menu until 3nights.
Q We reserve 2 rooms and Can we eat the meals together?
A We will prepare private banquet room for you.
And you can eat the meals together.
Q Can I bring food and drink?
A Please don't bring food and drink when you eat the dinner and breakafst.
(You can bring the food for baby when you eat the dinner and breakfast.)
Q Can I choose the menu?
A We serve the set menu for dinner and breakfast.
So you can't choose the menu.

[Onsen Spa]

Q Can I go to a hot spring though I will not stay the hotel?
A We are sorry that only staying guests can use hot springs in our hotel.
So there is no hot springs for day trippers in our hotel.
Q When can I use onsen?
A Guests can use it from 14:00 to 10:30 in the morning.
Q When can I use Tsukimi no yu?
A For men 22:00-08:00 For women 08:30-21:30
Q I want to use private hot spring.
Can I reserve it in advance?
A Guests can reserve the private open-air hot spring bath in advance or at frontdesk on the day.Please tell us your desired using time by e-mail if you want to reserve it in advance.
*The time of using private open-air hot spring bath is
15:00-22:00,07:00-09:00 (The time slot is **:00-**:50)
ex) 22:00-22:50,09:00-09:50
The rate for private open-air hot spring bath is 2,000JPY(50minutes) per room.
Q Is there a locker in hot spring facilities?
A There are lockers Hoshi no yu and Tuki no yu.
Q Are there towels in hot spring facilities?
A We prepare towels in your room.
So please bring towels from your room.
Q Can guest with tattoo use hot spring?
A Yes.Guests with tattoo use hot spring too.

[Child]

Q Do you have baby crib for rental?
A We have 1 baby crib for rental.
Q Do you have yukata for child?
A We have the yukata for child. The extra charge is 324JPY.
The rate for child with futon (and meals) include the yukata for child.
Q Can I warm the baby food?
A A Please ask the staff in charge of your room.
Q Can I use electric kettle to make baby milk?
A There is electric kettle in all rooms.
Q Can baby use hot spring?
A Yes.But please try not to bother other guests.

[Annex Posada]

Q Is there a restaurant in your hotel?
A I'm sorry that there is no restaurant in our hotel.
Q Where can I check in the hotel?
A Please come to the front desk of Hakone Suimeisou and check in.
Q Is Annex Posada far from Hakone Suimeisou?
A It takes about 10seconds by walk.But they are not connected.
Q Can I use hot spring in the main building?
A Yes.You can use hot spring in the main builiding.
Q Are there convenience store and restaurants near your hotel?
A It takes about 2 minutes from our hotel to the nearest convenience store.
There are some restaurants near our hotel.But most of them close at around 18:00.

[Other Questions]

Q Can I use credit card for payment?
A Yes.Guests can use credit card(Visa,Master,JCB,etc.)
But we can't receive the payment by union pay.
Q Can I rent a stroller or a wheelchair?
A There is no stroller for rental.
There is 1 wheelchair for rental.
Q What is hot spring tax?
A The local tax in Hakone.
Guests staying in Hakone need to pay 150JPY per night.
Q From what time can I check in?
A From 14:00.And please check in before around 18:00 if you eat the dinner in our hotel.
(Please check in before 22:00 if you don't eat the dinner in our hotel.)
Q What time should I check out by?
A Please check out by 11:00.
Q Can you keep our luggage?
A Yes.We can keep your luggage at front desk before check-in and after check-out.
Q Do you offer early check-in or late check-out?
A I'm sorry that we don't offer "early check-in" and "late check-out".
Q Can I send the luggage to the hotel in advance?
A Please send the below addres.
"Hakone Suimeisou 702 Yumoto Hakone Kanagawa 250-0311"
Please write your name and staying date.
Q Can I send the luggage from your hotel to the airport?
A You can send the luggage at shop of our hotel by Yamato Transport's.
Q Do you offer pick up service?
A I'm sorry that we don't offer pick up service because our hotel is 2 minutes walk from the station.
Q Can I use parking lot for free?
A Yes.Guests can use parking lot for free.