Frequently Asked Questions

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call 052-223-0170. We apologize, but we do not accept reservations by email.

Can I pay with a credit card?

Credit card usage is available. However, due to security reasons, only cards with an IC chip and a PIN code are accepted.

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 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.

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 share a bed with an adult. If a child uses a bed alone or if a person over 6 years old shares a bed, the same room charge as an adult will apply.
No amenities, towels, or pillows will be provided for children sleeping with adults.

Are there baby beds or bed guards available?

There is a limited number of bed guards available. If you would like one, please contact the hotel by the day before your stay.
We do not provide baby beds.

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 (052-223-0171) or by mail. We also accept attachments sent via email.
If you are sending by email, please send it to the hotel's email address (info-nagoya@hennnahotel.com).
〒463-0003
1-10-10 Nishiki, Naka Ward, Nagoya City, Aichi Prefecture
(Shipping/receiving fees are to be borne by the customer.)

*If we cannot confirm the consent form, we may refuse your stay.
Download the consent form here
If we cannot confirm the consent of the guardian at the time of check-in, please submit a consent document from the guardian via fax or by mail after confirmation through a phone call or other means.

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

The nearest station is Fushimi Station, Exit 10 of the Nagoya City Subway Higashiyama Line/Tsurumai Line, a 1-minute walk away.
Get off at "Fushimi" Station, the first stop on the Nagoya City Subway Higashiyama Line from JR Nagoya Station (travel time: approximately 3 minutes).

Is there parking available?

We have parking available for 3 cars on the hotel premises. (1 space is designated for disabled parking) First come, first served.
Price… Until 11/30: $20/night, From 12/1: $30/night (Parking from 3 PM to 11 AM the next day)
For more details, please see the access page.

Can large buses stop in front of the hotel entrance?

Parking is possible in front of the hotel entrance (Fushimi Street). However, we kindly ask that the driver does not leave the driver's seat and is ready to drive immediately.

Is it possible to use the restaurant on the day?

Breakfast is exclusive to guests, and a reservation with breakfast included is required.
Please note that we cannot accommodate you without a reservation on the day of your restaurant visit.

When does the cancellation fee apply?

The cancellation fees are as follows.
2 days before: Free
1 day before: 20%
On the day: 100%
No-show: 100%

About the Building and Room Facilities

Please tell me the capacity of the guest room.

・Double Room: Accommodates 2 adults, and 1 child under 6 years old can sleep in the same bed.
・Standard Twin Room: 2 adults, and up to 2 children under 6 years old can sleep in the same bed.
・Superior Twin Room: 2 adults, and up to 2 children under 6 years old can sleep in the same bed.
・Family Room: Accommodates 4 adults, and up to 4 children under 6 years old can sleep together.
・Suite Room: Up to 3 adults, and 2 children under 6 years old can sleep together.
* The sofa bed will be available only for the use of three guests in the suite room. Thank you for your understanding.

If I book multiple rooms, can you arrange for 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.
There are limited rooms available, so please let us know in advance when making your reservation.

Is the bath and toilet separate?

The double room and standard twin room have a unit bath, while the superior twin, family room, and suite have separate bath and toilet.

Please tell me the size of the bed.

Double Room: 160cm×195cm 1 unit
Standard Twin Room: 110cm×195cm 2 units
Superior Twin Room: 110cm×195cm 2 units
Family Room: 110cm×195cm 4 units
Suite Room: 160cm×195cm 2 units + 1 sofa bed

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)

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 second floor, so please feel free to use it.

Is there an ice machine?

Please feel free to use the coin laundry located next to the second floor.

Is there a vending machine?

Please feel free to use it as it is located on the second floor.

Is there a coin laundry in the hotel?

There are two units on the second floor.
・Washing and drying (standard) 120 minutes / $8
・Washing and drying (small load) 80 minutes / $7
・Laundry only / 35 minutes / 4 dollars
・Additional drying/30 minutes/$1.50
Laundry is available for $0.75 only.
If you wish to exchange currency, please use the check-in machine at the front desk.

Are pets allowed to stay?

Please be aware that accommodations are not available for guests other than service dogs.

What is a gown?

Thin fabric, one-piece type, available only in 120 cm size (for in-room use only)
We also have gowns available for children. Please call the front desk staff when you wish to use them.

About Services and Facilities

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

We will keep your luggage at the baggage port located at the front desk or the second-floor lobby.
If there is no space in the baggage port, we will keep it at the front desk.
Please call the staff using the staff call button located above the check-in machine.

Can I send my luggage to the hotel in advance?

We only accept prepaid luggage. Please note that we cannot accept luggage sent with cash on delivery.
Also, when you send your items, please do so on the day before or the day of your stay.
Please be sure to include your stay dates and the name of the person who made the reservation on the invoice.
We are unable to accept any valuables, fragile items, electronic devices, perishables, hazardous materials, pharmaceuticals, correspondence, luggage with unusual odors, temperature- or humidity-sensitive items such as cool delivery, or any items that we determine fall into these categories. We appreciate your understanding in advance.
In that case, the shipping/return costs will be borne by the customer (e.g., cash on delivery), so please be aware of this 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.?)

Please note that there is no room service available.

Is there a hotel concierge?

There is no concierge, but please feel free to contact the front desk staff if there is anything we can assist you with.

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.

How will room cleaning be handled during consecutive nights?

We provide eco-friendly cleaning based on the premise that linens (bed sheets, duvet and pillow covers, gowns) for guests staying multiple nights will not be changed.
Regular cleaning, including linens, will be conducted once every three days.
Additionally, for customers who have applied for the no-cleaning plan and wish to have cleaning services, a separate cleaning fee (2,000 yen) will be charged.

What amenities are available in the guest rooms?

Towels and soap are provided in the guest rooms.
For other inquiries, please use the amenity bar available at the front desk.

Is there a microwave?

Please feel free to use the vending machine located next to the second floor.

Is there an umbrella rental service?

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

What is the cleaning machine "LG Styler"?

This is a closet-type clothing refresher. Our hotel is equipped with this in all rooms.

I left something at the hotel.

Please contact the lost and found at (052-223-0170).

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 them 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. (The hotel generally does not contact guests, but we may reach out regarding certain items. Thank you for your understanding.)