Frequently Asked Questions

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call the Henn na Hotel Customer Center (050-5576-8380). We apologize, but we do not accept reservations by email.

How many rooms can be booked in one reservation?

You can reserve up to 4 rooms. For 5 or more rooms, please make a group reservation. Please contact Henn na Hotel group reservations at (050-1753-0500).

I would like to confirm my reservation details. How can I do that?

You can confirm your reservation records made at the Henn na Hotel Customer Center (050-5576-8380) by phone. If you would like to check it yourself online, please visit the official website and go to "Accommodation Reservations" then "Reservation Confirmation, Changes, and Cancellations" or check the "Accommodation Reservation Confirmation Email".
If you made a reservation through a site other than the official website, please check with the site where you made the reservation.

Until when can I make changes from the official website?

Please check the official website under "Accommodation Reservations" for "Reservation Confirmation, Changes, and Cancellations" as it depends on the reservation plan. Generally, we accept changes until 23:59 the day before, but changes in the number of guests or rooms may not be possible depending on availability.

When does the cancellation fee apply?

Please check the "Cancellation Policy" in the plan details, as it depends on the reservation plan.

Can I change or cancel my reservation by phone or email?

Only those who have made a reservation at the Henn na Hotel Customer Center can make changes or cancellations. If you applied through the Customer Center, please contact the Customer Center at (050-5576-8380).
Customers who made reservations through the official site or other booking sites, we regret to inform you that we do not accept changes or cancellations of reservations via phone or email. We apologize for the inconvenience, but please proceed with the necessary actions on the booking site where you made your reservation.

About Your Stay

What time is check-in and check-out? (Can it be extended?)

Check-in is after 3:00 PM, and check-out is by 11:00 AM. (Depending on the reservation plan)
If you use the room after the check-out time, an extension fee will apply. From 11:00 AM to 1:00 PM, it is 1,500 yen (tax included) per room for each hour. After 1:00 PM, if there are available rooms on the day, we will charge 100% of the accommodation fee.

Can I store my luggage before check-in or after check-out?

It is possible before check-in on the day of your stay and after check-out. Please use the baggage port available in the lounge. (Free) *Due to limited space, we cannot guarantee the storage.

Can I change the scheduled check-in time?

It is possible. If you check in between 15:00 and 23:59, no prior contact is necessary. If you will arrive after 24:00, please contact the Henn na Hotel Customer Center (050-5576-8380) in advance.

Is it possible to check in after 12 AM?

It is possible. Please contact the Henn na Hotel Customer Center (050-5576-8380) in advance.

Is it possible to pay by credit card?

It is possible. However, due to security reasons, we can only handle cards that have an IC chip and are set with a PIN code.
* We apologize for the inconvenience, but other cards, including UnionPay cards, are not supported for robot check-in.
* A PIN application is required in advance for AMEX.

Can I receive a qualified invoice or receipt (invoice)?

Yes, reservations from the official site can be made with both prepayment and payment on site.
If you make a reservation with prepayment from the official booking site, you can also use the WEB receipt from My Page.

Please note that some overseas booking sites' prepayments have been confirmed to not comply with Japan's domestic invoice system (qualified invoices and receipts).

■ Major overseas booking sites confirmed - as of February 1, 2024 -
agoda
Booking.com
Expedia
Trip.com (formerly C-trip)
*In alphabetical order

If you make a reservation with prepayment through an overseas booking site, the hotel will not be able to issue a receipt, so we recommend making your reservation through the official booking site.
Reservations made through overseas booking sites will only receive a receipt from the hotel if payment is made on-site.

Also, please note that when making reservations through domestic travel sites in Japan (such as Rakuten Travel, Jalan.net, etc.), if you choose prepayment, a receipt cannot be issued at the hotel.
If you need assistance, please contact each travel site.

How many card keys are there?

Room key cards can be issued for the number of guests. (Up to 4 cards can be issued for a maximum of 4 guests per room)

Please tell me the capacity of the guest room.

Twin Room [Non-Smoking] 1-2 Guests
Double Room [Non-Smoking] 1-2 Guests
Triple Room [Non-Smoking] 1-3 Guests
Quad Room [Non-Smoking] 2-4 Guests
Deluxe Twin Room [Non-Smoking] 1-4 Guests
Semi-Double Room [Non-Smoking] 1-2 Guests
Single Room [Non-Smoking] 1 Guest
Universal Room [Non-Smoking] (Barrier-Free Room) 1-2 Guests

Please tell me about children sleeping with parents.

One child under 6 years old can stay free of charge in the same room (up to one child per room).
* Amenities, towels, and pillows are not provided for children sleeping with adults.

Is it possible to stay with only minors?

If you are under 18 years old, a consent form from a guardian is required. (For those under 15 years old, the presence of a guardian is required.)
Please send the consent form by mail, fax, or email before check-in. You can download the consent form here. By Mail: 5-4-19 Nakasu, Hakata-ku, Fukuoka City, Fukuoka Prefecture 810-0801, Henn na Hotel Fukuoka Hakata
By FAX: 092-261-3701
info-hakata@hennnahotel.com
* We apologize for the inconvenience, but we kindly ask that you bear the shipping/handling fees.
*If we are unable to confirm the consent form, we may have to decline your stay.

Are pets allowed to stay?

Cannot be accepted.

If I book multiple rooms, can you arrange for adjacent rooms?

We will accept your request. Please contact the Henn na Hotel Customer Center at (050-5576-8380).
Please be aware that we may not be able to accommodate your requests due to the congestion on the day.

Did I leave something behind at the hotel?

Please contact the Henn na Hotel Customer Center (050-5576-8380). Please note that storage regulations vary depending on the items.
We will notify you as soon as your valuables are found. After 7 days of storage at the hotel, we will hand over the lost items to the police on the 8th day.
[Food and Beverages] Due to hygiene issues, we will dispose of items immediately without storage.
[Other Items] After 14 days of storage, items will be disposed of on the 15th day. (The hotel will not contact you.)

About the Building and Room Facilities

Is Wi-Fi available?

Free Wi-Fi is available throughout the hotel.

Do you have non-smoking rooms?

The entire hotel is non-smoking. (Electronic cigarettes are also not allowed.) Please use the designated smoking area outside the hotel when smoking. If smoking is confirmed in the guest room or within the facility, we will charge for the cleaning fee due to smoking and for damages related to the cessation of room sales.

Is the bath and toilet separate?

The single room and semi-double room are unit types. Other guest rooms have separate baths and toilets.

Please tell me the size of the bed.

Twin Room [Non-Smoking] 110cm×195cm 2 units
Double Room [Non-Smoking] 157cm×195cm 1 unit
Triple Room [Non-Smoking] 90cm×195cm 2 units + Sofa Bed 90cm×195cm 1 unit
Quad Room [Non-Smoking] 90cm×195cm 2 units + Sofa Bed 90cm×195cm 2 units
Deluxe Twin Room [Non-Smoking] 140cm×195cm 2 units
Semi-Double Room [Non-Smoking] 140cm×195cm 1 unit
Single Room [Non-Smoking] 125cm×195cm 1 unit
Universal Room [Non-Smoking] (Barrier-Free Room) 110cm×195cm 2 units

What is a gown?

This is a one-piece type made of thin fabric. Shoulder width 65 cm, chest circumference 62 cm, length 120 cm. (For use only in guest rooms)
*We do not provide children's gowns.

What is the cleaning machine "LG Styler"?

This is a closet-type home cleaning machine.
By filling the interior with steam, it is possible to disinfect and deodorize clothing that cannot be washed in a washing machine. Additionally, vibrations can remove wrinkles and dirt such as pollen and dust. For more details, please see here.

Do you have accessible rooms?

We have Universal Rooms available, but there is a limited number of guest rooms. For more details, please contact our Customer Center at (050-5576-8380).

How many minutes is it from the nearest station on foot?

It is a 3-minute walk from Nakasu-Kawabata Station on the Subway Airport Line and Hakozaki Line.

Can large buses stop in front of the hotel entrance?

Cannot be done.

About Services and Facilities

Is there parking available?

The 'D Parking Nakasu 5-chome First/Third/Sixth' located behind our hotel is a paid partner parking lot.
We offer service vouchers for our guests that can be used 24 hours a day for 2,200 yen (including tax). Please purchase them at the front desk.
Service vouchers are only applicable for 'First/Third/Sixth'.
*Starting in 2025, it will be 2,500 yen.
*The prices and information listed are as of July 2022. Please be sure to confirm this information yourself before use.Click here for more details

Is there a vending machine?

Available on the 2nd and 8th floors. Alcoholic beverages are not available. (Open 24 hours)

Is there an ice machine?

There is one on the second floor. (Available 24 hours)

Is there a coin laundry?

There are 2 machines on the 2nd floor. (Paid / Available 24 hours)
Washing and drying (up to 3kg) ¥800 Washing and drying (up to 1kg) ¥700
Laundry only (up to 6kg) ¥400 Drying only (up to 3kg) ¥100

Is there a microwave?

There is one available next to the front desk on the first floor. (Available 24 hours)

Is there a delivery service?

We have it available. (Yamato Transport / Cash on delivery only / Total of three sides 160 cm or less, within 25 kg)
We also sell packing boxes (for a fee). Please call the staff using the phone located behind the front desk.

Can I send my luggage, such as a suitcase, to the hotel in advance?

It is possible, but please be sure to use "prepaid". We cannot accept any shipments that are "cash on delivery". (Temporary payments are also not allowed.) Please adhere to the following.
■Shipping: Please send it on the day before or the day of your stay. Additionally, when sending, please be sure to write the "guest name" in full on the invoice.
■Notes: We regret to inform you that we cannot accept any valuables, fragile items, electrical appliances, perishable goods, hazardous materials, pharmaceuticals, correspondence, luggage with unusual odors, or any items that require temperature and humidity control, such as cool delivery, as well as any items that we deem unacceptable based on their contents. In such cases, shipping and return fees will be the responsibility of the customer (e.g., cash on delivery). Thank you for your understanding.

Is there a stroller rental available?

There is none.

Are there baby beds or bed guards available?

There is none.

Is there a hotel concierge?

Not available.

Is there room service?

There is none.

What security measures are in place?

We monitor with security cameras 24 hours a day.
The elevator to the guest room floors is designed so that external guests cannot enter, and it cannot be used without a card key. Additionally, for security reasons, the hotel entrance is locked at night (from 12:00 AM to 6:00 AM). Guests staying at the hotel can freely enter and exit at night with their card key.

Can I get a hotel brochure?

Download here. *Currently, we do not support mailing.