Frequently Asked Questions

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call 050-5210-9999. 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% of the accommodation fee for the day before, and if canceled on the day of or if there is no notification, the full amount will be charged.
For reservations of 11 to 99 people, charges will apply from 20 days in advance.
Non-refundable, prepayment only plan; early bird discount plan 60 days in advance cannot be canceled or changed once a reservation is made.
Please note that this plan is non-refundable even if you cancel.
For details on cancellation fees, please see here (Appendix 2).

How many rooms can I book 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.

Can I pay with a 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.

About Your Stay

What time is check-in and check-out? (Is an extension possible?)

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

Can I check in earlier than planned?

It is possible. If you check in after 15:00 and before 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.
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 and bed cards available?

There are no baby beds available.
Bed guards are sold as a set with the family plan.
Please check the plan screen for details.

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 (0742-20-6531) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-nara@hennnahotel.com).
46-1 Takatencho, Nara City, Nara Prefecture 630-8241 (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?

It is a 2-minute walk from Kintetsu Nara Station.

Is there parking available?

There is none.

Is it possible to use the restaurant on the day?

You can use it. Please come directly to the restaurant on the day of use.

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 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. (No notification will be sent from the hotel)
Inquiries about lost items: 050-5210-9999

Q. Can you issue 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, so please let us know when making your reservation if you would like to use them.

Is the bath and toilet separate?

The Superior Twin, Twin Extra, and Fourth are separate. For details, please see here.

Please tell me the size of the bed.

Double Room: 154cm × 195cm 1 unit
Standard Twin Room: 110cm × 195cm 2 units
Superior Twin Room: 110cm × 195cm 2 units
Twin Extra Room: 110cm × 195cm 2 units Sofa Bed 100cm × 200cm 1 unit
Quad Room: 110cm × 195cm 4 units

What is a gown?

Thin fabric one-piece type Shoulder width 65 cm, Chest circumference 62 cm, Length 120 cm. (Please wear only in the guest room.)
Children's gown id="2">Sleeve length 29 cm, Body width 46 cm, Length 86 cm
If you need a children's gown, please let the staff know.

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.

Do you have non-smoking rooms?

All guest rooms are non-smoking. There is a smoking room in the lobby on the first floor.

Is there an ice machine?

It is located on the first floor.

Is there a vending machine?

It is located on the first floor.

Is there a microwave?

It is located in front of the elevator on the first floor.

Is there a coin laundry in the hotel?

Located on the first floor. Laundry to drying (standard) 120 minutes/800 yen; laundry to drying (small load) 80 minutes/700 yen; laundry only/35 minutes/400 yen; additional drying/30 minutes/200 yen.

Are pets allowed to stay?

Cannot be accepted.

About Services and Facilities

What is Phiten Water? What benefits does it have?

Phiten Water is the water supplied to all guest rooms through a water processing system managed by our hotel. Its benefits include relaxing the body's muscles and promoting beautiful skin and better sleep. Our hotel has introduced Phiten Water in the showers and sinks of all guest room bathrooms, and its effects, especially during bathing, are considered to be immediate and beneficial.

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

It is possible. You can use the BAGGAGE KEEPER in front of the front desk on the first floor, or the front desk staff can assist you.

Can I send my luggage to the hotel in advance?

It is possible. Please be sure to follow the instructions below when mailing.
■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.

Is there a delivery service?

We only accept cash on delivery.

Is there room service? (Can you deliver cakes for birthdays, etc.?)

There is none.

Is there a hotel concierge?

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.