Frequently Asked Questions

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call 050-5211-8900.
We apologize, but we do not accept reservations via email.

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 through the official reservation site, you can also use the WEB receipt from My Page.

Please note that advance payments made through some overseas reservation sites are confirmed not to 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.
For reservations made through overseas booking sites, the hotel will issue a receipt only if payment is made on-site.

Also, please note that when booking through domestic travel sites (such as Rakuten Travel, Jalan Net, etc.), if you pay in advance, a receipt cannot be issued at the hotel.
If you need assistance, please contact each travel site.

About Your Stay

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

Check-in is from 3:00 PM, and check-out is by 11:00 AM.
A fee will be charged for use beyond the checkout time.
From 11:00 to 13:00, it is 1,500 yen (tax included) per hour. After 13:00, we will charge 100% of the accommodation fee, only if there are available rooms on the same day.

Is it possible to check in after 12 AM?

It is possible.
However, after midnight, the hotel entrance will be locked, so please call or ring the intercom next to the entrance.

Please tell me about co-sleeping with children.

Children under 6 years old can stay for free when sharing a bed with an adult.
One child can stay free of charge per room.
The use of beds for children only and sharing a bed with those aged 6 and older will incur the same room charge as adults.
No amenities, towels, or pillows will be provided for children sleeping with adults.

Are there baby beds or bed guards available?

There is none.

Is it possible to stay with only minors?

If you are under 18 years old, a consent form from a parent or guardian is required for your stay.
* Guests under 15 years old must be accompanied by a guardian.

Please send it in advance by fax (099-239-7002) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-kagoshima@hennnahotel.com).
〒892-0842
1-31 Higashisenmachi, Kagoshima City, Kagoshima Prefecture
(Shipping costs will be a hassle, but we kindly ask that you bear the expense.)
*If we are unable to confirm the consent form, we may have to decline your stay.
Download the consent form here
If the consent of the guardian cannot be confirmed at the time of check-in, please provide the signed consent form from the guardian after confirming by phone or via fax or mail at a later date.

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

The nearest station is the Kagoshima City Tram 'Tenmonkan-dori' stop, about a 1-minute walk to the hotel. It is about a 20-minute walk from Kagoshima-Chuo Station.

Is there parking available?

The 'MAIN PARK24' located next to our hotel is a paid affiliated parking lot.
We offer service vouchers for our guests at the hotel, available for up to 20 hours, priced at 1,500 yen (tax included).
(Guests staying multiple nights can purchase multiple tickets.)
If you wish to purchase, please do so at the hotel front desk on the second floor.

* Depending on the time of parking, the selling price may exceed the actual usage fee. Please be aware of this in advance.
* Please note that there are size restrictions for vehicles as this is a mechanical multi-story parking facility.
　If you are unable to park in the affiliated parking lot due to size restrictions, we kindly ask that you use a nearby parking facility at your own expense.
　For more details, please contact our hotel in advance.

Additionally, the parking space on the first floor is reserved for "customers with disabilities" and "contractors".
To use it, verification of a disability certificate and a parking fee of 1,500 yen per night (from 3 PM to 11 AM the next day) is required.
If you wish to use our services, please inform us in advance.

Is there a parking area for motorcycles and bicycles?

There is none.
The affiliated parking lot "MAIN PARK 24" is a mechanical multi-story parking facility, so motorcycles and bicycles cannot be parked.
We apologize for the inconvenience, but we kindly ask that you use the nearby bicycle parking at your own expense.

Did I leave something behind at the hotel?

Please contact Henn na Hotel Premier Kagoshima Tenmonkan (050-5211-8900). Please note that storage regulations vary depending on the item.
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

Please tell me the capacity of the guest room.

All guest rooms can accommodate up to 2 people.

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

We will accept your request.
Please be aware that we may not be able to accommodate your requests due to the congestion on the day.

Do you have accessible rooms?

Thank you.
Due to a limited number of guest rooms, please make sure to request this when making your reservation.

Is the bath and toilet separate?

All rooms are unit types.

Please tell me the size of the bed.

Twin Room: 120cm×195cm 2 units
Double Room: 140cm×195cm 1 unit
Deluxe Double Room: 160cm×195cm 1 unit

How many card keys are there?

Room key cards can be issued for the number of guests. (Up to 2 cards can be issued for a maximum of 2 guests per room)
Please note that we cannot issue more cards than the number of guests at the time of reservation.

Is Wi-Fi available?

Available for free.

Is there a stroller rental available?

There is none.

Do you have non-smoking rooms?

All rooms are non-smoking. There is a smoking area on the first floor.

Is there an ice machine?

It is located on the 12th floor.

Is there a vending machine?

Located on the 12th floor. *Alcoholic beverages are not available.

Is there a coin laundry in the hotel?

There are three on the second floor.

Are pets allowed to stay?

Cannot be done.

What is a gown?

This is a one-piece type made of thin fabric, with a length of 120 cm (for in-room use only). Please take it from the amenity bar on the second floor.

About Services and Facilities

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

Luggage storage is available for free only for same-day pickup before check-in and after check-out.
Please use the baggage port located on the second floor.
Please note that any luggage not picked up by 11:59 PM on the day of arrival will be disposed of, so please be aware of this in advance.

If you wish to store your belongings beyond the date, we accept it for 2,000 yen per day.
Please speak to the front desk staff on the 2nd floor.

Can I send my luggage to the hotel in advance?

It is possible, but please adhere to the following.
■Method
Please be sure to use prepaid shipping. We cannot accept shipments with cash on delivery. (Temporary prepaid is also not allowed.)
■At the time of shipping
Please send your package to arrive either the day before or the day of your stay.
Also, when sending, please be sure to write the "Check-in Date" and "Reservation Name" in full on the invoice.
■Important Notice
We regret to inform you that we cannot accept any valuables, fragile items, electrical appliances, perishable goods, hazardous materials, pharmaceuticals, letters, items with strong odors, temperature- or humidity-controlled shipments such as cool delivery, or any items that our hotel deems as such, as well as any items that we refuse based on their contents. In such cases, shipping and return shipping fees will be borne by the customer (cash on delivery, etc.). Thank you for your understanding in advance.

Is there a delivery service?

We only accept cash on delivery. (There is no delivery to the airport or nearest station.) If you request after 3 PM, collection will be the next day.
Total of 3 sides 160 cm or less, within 25 kg (Yamato Transport)

Is there room service? (Can you deliver a birthday cake, etc.?)

There is none.

Is there a hotel concierge?

Not available.

What security measures are in place?

We monitor 24 hours a day with security cameras installed inside and outside the hotel.
The hotel is locked after midnight, so only guests can enter.
Additionally, you cannot access the guest room floors without a key card.

Can I get a hotel brochure?

Please download from here.
*Currently, we do not support mail correspondence.

Please tell me about cleaning for guests staying multiple nights.

From the perspective of SDGs, for guests staying multiple nights, we will provide "light cleaning" based on the premise that linens (bed sheets, duvet covers, pillow covers, and gowns) will not be changed.
Regarding the details of the 'simple cleaning'
・Bed making (excluding cases where personal belongings are on the bed)
・Trash collection from the bin
- Towels in the guest room will be replaced.
If you do not require cleaning, please let us know with the cleaning not required card.

However, for hygiene reasons, we will conduct 'regular cleaning' including linen changes once every three days.
If you would like 'regular cleaning' on the 'simple cleaning' day, please inform the front desk by 9 AM.
Please note that an additional cleaning fee of ¥2,000 will be incurred at that time, so please be aware in advance.

What amenities are available in the guest rooms?

Towels and soaps are provided in the guest rooms.
For other inquiries, please use the amenity bar located at the front desk on the second floor.

Is there a microwave?

It is located on the 12th floor.

Is there an umbrella rental service?

We do not offer free rentals, but we sell them for 600 yen each.

Is it okay to leave unwanted items like trash behind?

Please only dispose of items that occurred during your stay. We kindly ask that you take home any large items classified as bulky waste (items with a length exceeding 30 centimeters on any side).
In the event that disposal is necessary, we will charge you for the disposal fee.