Frequently Asked Questions

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call our customer center at (050-5210-5333). We apologize, but we do not accept reservations via email.

How many rooms can I reserve in one booking?

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?

If you would like to check it yourself online, please visit the official website and go to "Accommodation Reservations" then select "Check, Change, or Cancel Reservations" or refer to the "Accommodation Reservation Confirmation Email." For reservations made through sites other than the official website, please contact the site where you made your reservation.

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?

For reservations of 10 people or fewer, cancellation fees will apply starting the day before. The cancellation fee is 20% for the day before, and for the day of or if there is no notification, the full amount will be charged. For reservations of 11 to 99 people, cancellation fees will apply starting 20 days before. For more details on cancellation fees, please see here (Appendix Table 2).

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

We apologize, but we do not accept changes or cancellations of reservations made by phone or email. If you made your reservation online, please proceed with the necessary procedures on the same website where you made your reservation.

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

Yes, reservations made through the official website can be issued for both prepayment and on-site payment. *If you make a reservation with prepayment through the official reservation site, you can also use the web receipt from your 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 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. If you check out after the designated time, an extension fee will apply. From 11:00 AM to 1:00 PM, the fee is 2,000 yen (tax included) per hour, and for official members, it is 1,000 yen (tax included). After 1:00 PM, if there are available rooms on the day, a 100% accommodation fee will be charged.

Is it possible to check in after 12 AM?

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

Can I check in earlier than the scheduled time?

Yes. If you check in by 23:59, no contact is necessary. If it will be after midnight, please notify the hotel at (050-5210-5333).

Do you have nightwear?

We only have gowns available. We do not have a two-piece pajama type.
※We also have XL sizes for adults and options for children. Please inquire at the time of booking or via the internal phone.

Please tell me about children sleeping with parents.

Children under 6 years old can stay for free when sharing a bed with an adult.
Single for 1 person (up to 1 child can sleep with), Double maximum 2 people (up to 1 child can sleep with), Twin maximum 2 people (up to 2 children can sleep with), Suite maximum 5 people (up to 2 children can sleep with).
The use of a bed for children only and sharing a bed with those aged 6 and older will incur the same room charge as adults. Amenities, towels, pillows, etc. will not be provided for children sharing a bed.

Are there baby beds or bed guards available?

We do not have baby beds. We offer bed guards for rental, so please contact the front desk (limited availability).

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.
* If guests are under 15 years old, they must be accompanied by a guardian. Please send a fax (075-354-7151) or mail in advance. We also accept attachments via email. When sending by email, please send it to the hotel's email address (info-gojo@hennnahotel.com).
195 Daikokucho, Shimogyo Ward, Kyoto City, Kyoto 600-8161 (We apologize for the inconvenience, but we kindly ask that you bear the shipping costs.)
*If we are unable to confirm the consent form, we may have to decline your stay.
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.
Download the agreement from here

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

After going up the stairs at Exit 4 of Gojo Station on the Karasuma Subway Line, continue straight for about 2 minutes, and you will find it on your left side.

Is there parking available?

There is no parking available. We apologize for the inconvenience, but please use nearby coin parking facilities. (The nearby parking is not affiliated with us.) Please see here for nearby parking options.

Is it possible to use the restaurant on the day?

Yes, it is possible. Please let the front desk know if you would like to use it.
* Some dates may be unavailable for use. Please contact the front desk for details.

Did I leave something behind at the hotel?

Storage regulations vary depending on the item. For valuables, we will notify you as soon as they are found. If we are unable to contact you, we will keep the item at the hotel for 7 days and then report it 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)

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 5 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 rooms available, so please let us know when making your reservation if you wish to use them. Additionally, the rooms will be provided at the superior twin rate.

Is the bath and toilet separate?

Double, Superior Twin, Hollywood Twin, and Suite have separate baths and toilets. Only the Standard Twin Room has a unit bath.

Please tell me the size of the bed.

Double: 160cm×195cm 1 unit
Standard Twin: 110cm×195cm 2 units
Superior Twin: 110cm×195cm 2 units
Corner Suite: 160cm×195cm 2 units + Sofa Bed

How many card keys are there?

Room key cards can be issued for the number of guests.

Is Wi-Fi available?

Available for free.

Is there a stroller rental available?

There is none.

Is there a wheelchair rental available?

We can provide one unit for free. Please note that it may not be available depending on the rental situation. (For in-house use only)

Do you have non-smoking rooms?

All rooms in the entire building are non-smoking.

Is there an ice machine?

Available (located on the 2nd floor)

Is there a beverage vending machine?

Available. (Installed on the 3rd, 6th, and 10th floors)

Is there a coin laundry in the hotel?

Available (located on the 2nd floor). Washing and drying (standard) 120 minutes/800 yen; washing and drying (small load) 80 minutes/700 yen; washing only/35 minutes/400 yen; additional drying/20 minutes/200 yen.

Are pets allowed to stay?

Not available.

About Services and Facilities

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

Available. Our front desk staff will assist you.

Can I send my luggage to the hotel in advance?

Please check the information below and use it with your understanding.
■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 write the 'Name of the Booker' in full on the invoice.
■Notes■ We cannot accept perishable items, hazardous materials, items with unpleasant odors, cash, valuables, pharmaceuticals, correspondence, fragile items, dangerous goods, or packages that require temperature and humidity control, such as cool delivery.
In that case, the shipping/return costs will be borne by the customer (cash on delivery, etc.). Thank you for your understanding.

Is there a delivery service?

You can choose between cash on delivery and prepaid.

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

We apologize. We do not have this available at our hotel.

Is there a hotel concierge?

Not available.

What security measures are in place?

We monitor the security cameras installed inside and outside the hotel 24 hours a day. The hotel is locked after midnight, so only registered guests can enter. Additionally, access to the guest room floors via the elevator requires a key card.

Can I get a hotel brochure?

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