FAQ

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call 050-5576-8390. We apologize, but we do not accept reservations by email.

When does the cancellation fee apply?

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

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 us by phone.

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".
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?

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.

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.

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.

About Your Stay

Is there parking available?

There is one available.
2,000 yen per night (from 3 PM to 11 AM the next day), available on a first-come, first-served basis on the day of your stay.
Please note that we do not accept reservations in advance.
If our parking lot is full, there are coin parking facilities nearby, so we apologize for the inconvenience and ask that you use those.
(Note: Nearby parking is not affiliated parking.)
Other nearby coin parking is here

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

2 minutes on foot from JR and Subway Kyoto Station Hachijo East Exit (with Shinkansen ticket gate)
2 minutes on foot from the Itami and Kansai Airport bus stop, and the night bus stop (Hachijo Exit side)

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.
A fee will be charged for use beyond the checkout time.
From 11:00 to 12:00, it is 1,500 yen (tax included) per hour. You can extend for a maximum of 2 hours.
After 1:00 PM, we will charge 100% of the accommodation fee only if there are available rooms on the same day.

Can I change the scheduled check-in time?

It is possible. If you check in between 15:00 and 23:59, no contact is necessary. If you will arrive after midnight, please inform the hotel.

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

There is a baggage port on the first floor, so please use that. Also, as there is a limited number available, please consult the front desk if needed. Additionally, we regret to inform you that we cannot accept any items that require temperature or humidity control, such as valuables, fragile items, electrical devices, perishable goods, hazardous materials, pharmaceuticals, letters, items with unusual odors, or any items that we determine cannot be accepted based on their contents. Please understand that there may be other circumstances that prevent us from accepting items as well.

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 ring the intercom located next to the entrance (outside).

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

Early check-in may be available for 1,500 yen (including tax) per hour, depending on the availability of rooms on the day.

Please tell me about children sleeping with parents.

Children under 6 years old can stay for free when sharing a bed with an adult.
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.
It is possible to push the bed against the wall. If you would like this, please feel free to let the hotel know.

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.

Download the agreement from here

Please send it in advance by FAX (075-662-0334) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-hachijoguchi@hennnahotel.com).
601-8004, 15 Higashikujōhigashiyamawachō, Minami-ku, Kyoto City, Kyoto 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.
If the consent of the guardian cannot be confirmed at the time of check-in, please provide the signed consent form from the guardian via fax or by mail at a later date after confirming by phone or other means on the spot.

I have a reservation without meals, but is it possible to add breakfast?

Same-day reservations are not accepted. If you wish to make a reservation, please inquire at the front desk by the day before.

Please tell me the capacity of the guest room.

Single maximum 1 person. Double maximum 2 people. Twin maximum 2 people. Triple maximum 3 people.

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.

I left something 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)
Contact for inquiries about lost items: 050-5576-8390

About the Building and Room Facilities

Do you have accessible rooms?

We have universal rooms available, but there are limited guest rooms. For more details, please contact our customer center at (050-5576-8390).

Do you have non-smoking rooms?

The entire hotel and all rooms are non-smoking. There is a designated smoking area outside.

Can guests come and go freely 24 hours a day?

Basically, you can come and go freely, but for security reasons, the main entrance will be locked from 00:00 to 06:00.
Please touch your room key, or if you do not have one, please notify us using the intercom outside the main entrance.

Is the bath and toilet separate?

All rooms except for the single room have separate baths and toilets.

Please tell me the size of the bed.

• Single Room: 140cm × 195cm
• Double Room: 155cm × 195cm
• Twin Room: 110cm × 195cm
• Hollywood Twin Room: 220cm × 195cm
• Triple Room: 100cm × 195cm

has been delivered.

What is a gown?

Thin fabric one-piece type (for in-room use only) Shoulder width 65 cm, chest circumference 62 cm, length 120 cm.
Children's gowns are also available for rent.

What amenities are available in the guest rooms?

We have bath towels, face towels, hair dryers, shampoo, conditioner, body wash, hand soap, slippers, toothbrushes, and tea.

Additionally, the following items are available at the front desk on the first floor. Please feel free to take as many as you need.
Gown / Razor / Hairbrush / Body Towel / Cotton Swabs

How many card keys are there?

Room key cards can be issued for the number of guests. (Up to 3 cards can be issued for a maximum of 3 guests per room)

Is Wi-Fi available?

Free Wi-Fi is available throughout the hotel.

Is there a stroller rental available?

Unfortunately, there is none.

Is there an ice machine?

After exiting the elevator on the 3rd floor, you will find the vending machine corner on your left.

Is there a vending machine?

It is on the left side after exiting the elevator on the 3rd floor.

Are pets allowed to stay?

Cannot be accepted.

Is there a coin laundry in the hotel?

There are 2 available on the 2nd floor. (Paid)

Is there a microwave?

It is located on the 3rd floor.

About Services and Facilities

Are there no human staff? If I feel unwell during my stay, will a robot assist me?

Hotel staff are available 24 hours a day. In case of an emergency, hotel staff will respond.

Can I send my luggage, such as a suitcase, 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 with "cash on delivery". (Temporary prepaid is also not allowed.)
■Shipping: We kindly ask that you send it on the day before your stay or on the day of your stay. Additionally, please make sure to write the full name of the "reservation holder" on the shipping label.
■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.

What security measures are in place?

We monitor with security cameras 24 hours a day.
The hotel is locked at night, so external guests cannot enter.
Additionally, the elevator to the guest room floors cannot be used without a card key.

Is there a delivery service?

We only accept cash on delivery. We do not accept shipments that require temperature and humidity control, such as cool delivery.

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

There is none.

Is there a hotel concierge?

Not available.

Can I get a hotel brochure?

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

Can you call a taxi at the hotel?

We do not accept proxy reservations, but we can provide information about taxi companies, so please let the front desk know.