FAQ

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call the Henn na Hotel Customer Center (050-5210-5310).
We apologize, but we do not accept reservations via 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 the customer center for inquiries.

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

You can confirm your reservation record made at the Henn na Hotel Customer Center at the Customer Center.
If you would like to check it yourself online, please refer to the "My Page" on the official website
or the "Accommodation Reservation Confirmation Email".
If you made a reservation through a site other than the official website, please contact the site where you made the reservation.

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.
We apologize, but we do not accept changes or cancellations to reservations made by phone or email.
We apologize for the inconvenience, but if you applied online, please complete your application on the same website.
Please contact the customer center when you have applied through the customer center.

Until when can I make changes from the official website?

We accept reservations until 23:59 the day before, but changes to the number of guests or rooms may not be possible depending on availability.

When does the cancellation fee apply?

Cancellations will be effective from the day before. The cancellation fees are as follows: 20% for one day prior, 100% for the same day, and if there is no contact on the day of cancellation, you will be charged the full amount.

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 until 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 12:00 AM, the hotel entrance will be locked, so please call or ring the intercom next to the entrance.

I have a short stay reservation, but can I check in before 6 PM on the day of arrival?

Cannot enter.

Can I check in earlier than the scheduled time?

It is possible. If you check in by 23:59, no contact is necessary. If it will be after midnight, please inform the hotel.

Please tell me about children sleeping with parents.

Children under 6 years old can stay for free when sharing a bed with an adult.
One child is allowed to sleep in bed per bed.
We cannot accommodate children 6 years and older for bed-sharing.
Children using a bed alone and children 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 (076-222-0016) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-kanazawa@hennnahotel.com).
〒920-0961 1-2-32 Korinbo, Kanazawa City, Ishikawa Prefecture (We apologize for the inconvenience, but we kindly ask that you bear the shipping/postage costs.)
*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 Kanazawa Station, and it takes 25 minutes to walk to the hotel. We recommend taking the bus.
When using the route bus, the nearest bus stop is "Korinbo." It is about a 2-minute walk to the hotel.

Is there parking available?

Please refer to the access page

Can large buses stop in front of the hotel entrance?

Allowed only for a short time during boarding and alighting.

Did I leave something behind at the hotel?

Storage regulations vary depending on the item.
[Valuables] We will notify you as soon as they are found. If we are unable to contact you, we will keep the items at the hotel for 7 days and then turn them over to the police as lost property 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. (No notification will be sent from the hotel)

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

A. Yes, reservations made through the official website can be issued for 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.

About the Building and Room Facilities

Please tell me the capacity of the guest room.

It varies by room type. We have rooms for 1 to 4 guests.

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

We will accept your request. Please note that we may not be able to accommodate your request depending on the congestion on the day. Thank you for your understanding.

Do you have accessible rooms?

There are limited guest rooms available. If you wish to use them, please let us know when making your reservation in advance.

Is the bath and toilet separate?

Depending on the room, the unit bath and toilet may be separate.
Double Standard Twin has a unit bath.
The Superior Twin, Japanesque Twin, Japanesque Triple, and Force Room have separate bathrooms and toilets.

Please tell me the size of the bed.

Double Room: 160cm×195cm 1 unit
Twin Room: 110cm×195cm 2 units
Superior Twin: 120cm×195cm 2 units
Japanesque Twin: 120cm×195cm 2 units
Japanesque Triple: 100cm×195cm 3 units
Quad Room: 120cm×195cm 4 units

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)

Is Wi-Fi available?

Available for free.

Is there a stroller rental available?

There is none.

Are there smoking rooms? Also, is there a space where smoking is allowed?

We sincerely apologize, but our entire facility is non-smoking.
If you wish to smoke, please use the designated smoking area located outside the hotel entrance.

Is there an ice machine?

There is one on the second floor.

Is there a vending machine?

There is a vending machine for soft drinks and ice cream on the first floor. We do not offer alcoholic beverages.

Is there a coin laundry in the hotel?

Located on the 2nd floor. (Paid)

Are pets allowed to stay?

Pets are not allowed to stay.

What is a gown?

One-piece type with thin fabric, available only in 120 cm size (for in-room use only) *All are adult sizes; there are no gowns available for children.

Is there a microwave?

There is one on the first floor.

About Services and Facilities

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

Luggage storage is available. Please use the baggage port at the front desk. (Free)

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. We cannot accept any packages sent as cash on delivery. (Temporary cash on delivery is also not allowed.)
■Shipping: We kindly ask that you send your package on the day before your stay or on the day of your stay.
Additionally, when sending, please be sure to include the "Check-in Date" and the "Full Name of the Person Who Made the Reservation" 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, including cool delivery, as well as any items that we deem inappropriate for storage. 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 delivery service?

We are accepting requests. (There is no delivery to the airport or nearest station.) If you make a request after 3 PM, it will be collected the next day.
Total of 3 sides 160 cm or less, within 25 kg (Yamato Transport)

Is there an easy-to-understand guide or video from the nearest bus stop?

Please check this.

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

Basically, we do not offer room service.

If you are staying for a special occasion,
please contact us in advance, and we will place a stuffed animal and a message card in your room.
Additionally, there is an option to add decorations such as balloons for an extra fee of 500 yen (including tax). For more details, please see here.
*We cannot set up items prepared by guests in the room before check-in.

Is there a hotel concierge?

Concierge services are 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, the elevator to the guest room floors cannot be used without a card key.

Can I get a hotel brochure?

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

How can long-term stay guests request cleaning?

We clean every day. If you do not need cleaning, please let us know with the do not disturb card.