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 (050-5210-5310).
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 reservations of five or more rooms, we will accept them as group bookings. Please contact our customer center for more information.

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.

* For changes or cancellations of reservations made through sites other than the official website, please proceed with the necessary procedures on the respective reservation site yourself.
If you have any questions regarding cancellations or changes, we would appreciate it if you could contact the reservation site where you made your booking directly.

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.

Is the accommodation tax for Kanazawa City included in the lodging fee?

Not included.
Please pay the accommodation tax at the time of check-in on-site.

The accommodation tax amounts are as follows. (Per person per night)
Less than 4999 yen: Accommodation tax 0 yen
5000 yen to less than 19999 yen: Accommodation tax 200 yen
20000 yen and above: Accommodation tax 500 yen

For more details, please check the official Kanazawa City website.

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.
We kindly ask you to provide your full name at that time.

Can I check in earlier than the scheduled time?

It is possible. If you check in by 23:59, no notification is needed. If it will be after midnight, please contact 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?

We do not provide baby beds or bed guards at our hotel.
We do not have such items, but we offer rental of baby supplies for a fee.
Available items for loan ⇒ Disinfection set, toilet seat, baby detergent, step stool, bath, diaper trash can
*Please note that there is a limited quantity available.
* Even for partial use, the charge is 500 yen per night.
For rentals, please contact the front desk.

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.
Please note that submission is required even if your companion is under 18 years old.

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?

Our hotel does not have a partnered parking lot.
You can find nearby parking lots listed on the 'Access' section of our homepage, so we would appreciate it if you could refer to that.
Access

Can large buses stop in front of the hotel entrance?

It is possible to stop for a short time only during boarding and alighting.

Did I leave something behind at the hotel?

We would appreciate it if you could contact the hotel once.
Please check the following regulations as the storage period varies.
[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)?

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.

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.
*Since our hotel does not have single rooms, you will be using a twin room for one person.
For details about the rooms, please refer to the 'Rooms' section on our website.

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?

We offer Universal Twin Rooms.
Make a reservation here<br/>With breakfast
Room only

Additionally, our hotel has a designated parking space for customers with disabilities (1 vehicle).
For inquiries about availability and reservations, please contact us directly.
TEL: 050-5210-5310

Is the bath and toilet separate?

Depending on the room, the unit bath and toilet may be separate.

Unit Bath ⇒ Double Room, Standard Twin Room
Separate Bath and Toilet ⇒ Superior Twin Room, Japanesque Twin Room, Japanesque Triple Room, Four-Person Room

Please tell me the size of the bed.

The bed size varies depending on the room type.
The sizes are as follows.

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

* The Japanese-style twin and triple rooms have beds on a raised platform that is higher than the floor.
Please note that this is different from a regular bed.

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)
If you would like additional cards, please request them at the front desk.

Is Wi-Fi available?

Available for free.
The WI-FI ID and password are listed on the front of your room card, in the guest room, and on the television, so please check there.

Is there a stroller rental available?

We do not have strollers available at our hotel.

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 soft drink vending machine on the first floor.
We do not serve alcoholic beverages.

Is there a coin laundry in the hotel?

There are two available on the second floor for a fee.
Prices vary depending on the course.
Washing - Drying (Standard): 800 yen
Washing - Drying (Small Load): 700 yen
Washing Only: 400 yen
Additional Drying: 200 yen
*Please note that prices are subject to change.

Are pets allowed to stay?

Pets are not allowed to stay.

What is a gown?

This is a one-piece type made of thin fabric. The size is only 120 cm.
*For use only within the guest room.
*We do not provide children's gowns.

We do not have children's gowns available, but we do have an amenity set.
Set includes: slippers, body sponge, toothbrush
If you would like any of these, please ask the staff.

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?

Available only on the day of check-in and check-out. Please use the front desk's baggage port (free lockers).
Additionally, if there is no space available at the baggage port or if your luggage cannot fit, we will keep it at the front desk.
Please call the staff using the black phone at the front desk.

Can I send my luggage to the hotel in advance?

It is possible, but we kindly ask that you adhere to the following.
[Method] Please be sure to use 'prepaid' for shipping. Packages sent with 'collect on delivery' will not be accepted at all. (Temporary payment in advance is also not allowed.)
Please arrange for shipping on the day before 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, letters, 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 content. 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 reservations. (There is no delivery to the airport or nearest station.)
* Prepaid shipping is only available for the next hotel. Please note that for prepaid shipping, only cash payments are accepted.
If you check in after 3 PM, pickup will be the next day.
Total of 3 sides 160 cm or less, within 25 kg (Yamato Transport)

We also sell cardboard boxes for delivery.
Size 100 (27cm tall × 38cm wide × 29cm high) $250
Size 120 (32cm x 46cm x 29cm) ¥300
Available for purchase at the front desk. Please come to the front desk if you need it.

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 will room cleaning be handled during consecutive nights?

For cleaning during consecutive nights, we have implemented eco-friendly cleaning that does not involve changing linens (bed sheets, duvet and pillow covers, gowns).

Eco Cleaning Details
Bed Making
・Garbage Collection
・Towel exchange
(Cleaning of washbasins, bathrooms, and dishware, as well as vacuuming, is not included in eco-cleaning.)

For hygiene reasons, regular cleaning, including linens, will be conducted every third day.

Regular cleaning is also available, not just eco-cleaning.
If you wish, please inform the front desk by 9 AM on the day of your request.

If you have any preferences regarding the cleaning time, we can accommodate them within the following hours. Please inform the front desk by 9 AM on the day of your request.
・Eco Cleaning: 9:30 AM - 2:00 PM
・Regular cleaning: 9:30 AM - 1:00 PM