FAQs of Hakone Gora Suirinso

Access

Can guest use a parking lot?

When it is available, yes.
Note that one room can use only one parking lot.
Also our parking lot cannot accept cars bigger than normal car.

What if I got off the cable car at “Wrong side”?

Wops! No worries!
If you accidentally get off the cable car at “Wrong side”,
please wait for the next cable car coming at Naka-Gora station,
then, walk through the cable from the wrong side to right side.

What is the best way to reach the property from Tokyo?

Please check here to get the information.

Can you call for a taxi when we checkout?

Sure. Please talk to our staff.

Can you come to pick us up at the station? Can you give us a ride from your hotel to the station?

Sorry, but we can’t. However, it takes only a few minutes from our nearest station to our place, also even if you take taxi from Gora station, it takes only about 800yen.

Is there any convenience store around your place?

It’s about 10min walk from our place to the nearest convenience store.

How can we get to Mt.Fuji from the inn?

From Naka-Gora station(the nearest station to our inn), please go down to Gora station by a cable car. Then, from Gora station, take a bus to Gotenba station. From Gotenba station, you can grab another bus to Mt.Fuji.

How can we go to Gotenba Outlet?

From Naka-Gora station(the nearest station to our inn), please go down to Gora station by a cable car. Then, from Gora station, take a bus to Gotenba station. From Gotenba station, you can grab another bus to the outlet.

How can we go to Fuji Q Highland?

From Naka-Gora station(the nearest station to our inn), please go down to Gora station by a cable car. Then, from Gora station, take a bus to Gotenba station. From Gotenba station, you can grab another bus to there.

Until what time the cable is open? How can we reach to the property after that?

The cable car will stop around 19:00.
After that you can come to our property from Gora station by taxi.
Will take around 800JPY or some to get to our place from Gora station.

*Please check this website to know the timetable of Hakone Tozan Cable car.

As you can see from the PDF above,
the last cable car up to Sounzan station is at 19:05.
In case you miss the last cable car, please take a taxi from Gora station up to our property.

 

How can I get transfer information about Hakone easily?

From the website here you can easily check the transfer information for your Hakone travel. Please check 🙂

Meals&Drinks

Do you have bending machines?

Yes, we have a bending machines for soft-drinks and alcohols.

What time do you start to serve dinner and breakfast?

Dinner starts at 18:00 ( only for reserved), so we need you to check-in before 18:00 if your reservation includes dinner.
If you did not show up before 18:00, your dinner will be Automatically canceled, without any refund.
Breakfast starts at 8:00.

Children’s meal differs from Adult’s meal?

Basically, no. Same meals will be served.
However, if you made you booking through Japanese Travel Agent Website (e.g. Japanese language website of Rakuten Travel, Jalan Net, etc…), we may serve Children’s meal for children, which differs from Adult’s one.

Will dinner and breakfast be served in our room? Or in restaurant?

Both will be served in the restaurant.

Can you serve us dinner/breakfast even if we did’t make the reservation for it beforehand?

Sorry, we can’t. Please reserve for dinner/breakfast as well when you make the staying reservation, if you need to take them in our restaurant.
However, a few restaurants around our place can serve you Meal Delivery Service. The menu is set up in your room( English), 2 Sushi restaurants and 1 casual Japanese style restaurant can bring their meal to your room directly. Please be sure you have to make order until 19:00.
Also we have several restaurants around us. We have the lists of restaurants around us, the list is set up in your room as well.

We have food allergy,can you serve us special menu for us?( Also about vegetarian menu)

We wish we could, but we can’t.

We’ve reserved for meals, and we’re going to stay for 2 nights. The contents of meals will change from 1st night’s one to 2nd night’s one?

Not really.

Can we bring in some food / beverage which we bought outside of your place?

No problem.

Is there any convenience store around your place?

It’s about 10min walk from our place to the nearest convenience store.

Onsen

Can guests wear swimming suits when they try Onsen?

Guests have to wash their whole body very carefully before they enter Onsen bath.
Swimming suits could disturb it.
Thus,we cannot allow guests to wear swimming suits when they try Onsen.

I’m pregnant. Is there any medical problem if I try the Onsen in your place? Also, can infant try your Onsen?

Actually, our Onsen (hotspring) is 100 percent pure, at the same time it means it’s strong. Please ask for medical opinion to your doctor before you try our Onsen when you are pregnant, for your coming baby. Same thing can be said about infant’s try to our onsen.

Is tattoo OK in your hotspring?

When you try public Hotsprings in Suirinso,
we would be very happy if you just take note of that,
most Japanese people (especially children) are not really used to see tattoos.
Children will be happier if you smile at them friendly, so that they can see that tattoo is not something to be afraid of.

Is there any extra charge which I should pay to use the Onsen?

No.

*Be sure of the Hot Spring tax ( 150JPY/person/night ) anyway.

Can guest borrow hair dryer?

Yes 🙂

Booking

*Important* To guests who have a dust allergy ( including allergic rhinitis)

Our property is quite old.
We keep our property as clean as we can,
however,
we cannot recommend you to stay at our property if you have a dust allergy ( including allergic rhinitis).

If you have to stay at our property even if you have a dust allergy ( including allergic rhinitis), please get your doctor’s approval beforehand.
Please don’t stay at our property without your doctor’s approval.

This is for your health.

Please note that we do not take any responsibility or liability for any damage or loss caused through our service.

About the Pre-Authorization

We make Pre-Authorization according to the credit card which you have given to the booking site when you made the booking.
If a customer whom the Pre-Authorization couldn’t go through did not give a new and correct credit card to the booking site before the deadline,
we’ll have to cancel the booking.

Pre-Authorization will be released automatically after a while from the date of Check-out ( as long as the guest has completed the payment at the property properly).
Also after the date of Check-out, guests can request us the early and manual release of the Pre-Authorization( as long as the guest has completed the payment at the property properly), by emailing us.

An issue about Number of people

Sometimes we see bookings like below.
1. Number of people staying is input(entered. declared) as ” One”
2. However, they choose a room type like ” Breakfast included for 2 person”
3. Also they input the guest Name as like ” John Smith and Tom Watson”
In these weird cases, the only one info we trust is,

*************************
1. Number of people staying is input(entered. declared) as ” One”
*************************

That means, we trust only very the input number via booking website.

The room will be set up only for “One person”.
The number of breakfast which will be served is only”One”.

No matter what room type they choose,
No matter how many guest names they enter,
we shall take this booking as “only ONE person staying”

How can we make sure that our reservation is confirmed?

Please check the email which your booking site has sent to you beforehand, or,

check through the website which you made the booking at 🙂

Can the staff in the hotel speak in English?

Staffs in our hotel will try their best to help you in English, but their English might be far from perfect.Please endure.

Do we need to pay any extra charge in the accommodation?

The only one extra charge we need you to pay in the accommodation is, Hakone town Hotsprings Tax. This is 150JPY/person/night.

How can we make some changes about our booking? e.g. number of people staying

Please make the change via the website you made the booking at (e.g. Our official website, Booking.com, Expedia, etc)
We cannot accept any changes via direct contact to us (e.g. Email, Phone call, etc)

This policy is needed to keep your booking away from human error.

Luggage

Can guests send luggage to the property before check-in-date?

We can accept the luggage delivery only from 15:00 til 18:00,
only when proper information is written on the voucher.
there have to be written;
/name of the guest ( RESERVED name)
/date of check in

also you have to write down the address of our property very carefully.

Also please note that we do not take any responsibility or liability for any damage or loss caused through our service.

Can you keep our luggage before we check-in?

Our front desk is open from 15:00, so we can keep your luggage from 15:00.
Also, before 15:00, you can come just to leave your luggage inside our property. In this case we recommend you of putting a memo onto your luggage so that our staff can notice when he/she comes to open the front desk. Also be very sure that you do not leave your valuable. Be sure to keep your valuable with your own self. Please note that we do not take any responsibility or liability for any damage or loss caused through our service.

Is there any Luggage Transfer Service?

Inside Hakone, you can use “Hakone Carry Service”. You can leave your luggage at Hakone Yumoto station, then the carrier will send them to our inn. Also when you check out, you can leave your luggage in our place, then the carrier will send them to Hakone Yumoto Station.
More detail will be shown here.

After check out, is it possible to keep our luggage at the reception?

No problem. Just please talk to our staff. However please note that we do not take any responsibility or liability for any damage or loss caused through our service.

Rooms

Can guest smoke at the property?

Guest cannot smoke inside/outside of our property.

Bugs issue…

Our property is located at Hakone, middle of the mountains.
Please be sure of that you might encounter various kind of bugs!

Are Annex type rooms(Ajisai and Yamabuki) far from main building?

We have two Annex type room, Ajisai and Yamabuki. To get there we need you to walk in our garden for about 1 minute.

Does each room have Toilet inside? How about shower-room?

Ajisai and Yamabuki room have toilet inside.
Other room type doesn’t have toilet inside the room. Please use public toilet in the hallway.
No room have shower-room inside. Please use our pubilc Hotsprings’ shower-space.

Will you set up Futon(Japanese style bed) for us? Or do we do that for ourselves?

Setting up Futon will be done by selfservice.
There’s an instruction in the room, it’s easy, so please don’t be worried about it.

What kind of amenity do you have in the room?

We have small / big towel, toothbrush, and shaver in each room. Also Yukata(Japanese room wear), slippers and hairdryers are free for rent, served in our lobby area. Hair shampoo,conditioner and body soap are free to use in our public shower-space.
Be sure of that the TV reception could be bad due to conditions.

Can we sleep in a bed? Or do you only have Futon?

Sorry but we don’t have beds in our accommodation. Please try Japanese bedding, Futon.

What is the width of the bed(Futon)?

About 1 meter 🙂

What is the width of the bed(Futon)?

About 1 meter 🙂

Rules

Can guest smoke at the property?

Guest cannot smoke inside/outside of our property.

If we’re all under 18 years old, can we stay with only ourselves?

No.
Guest who are under 18 years old have to come with people who is older that 18 years old.
This is due to the regulation of Kanagawa prefecture.

What is the phone number of the property?

050-3171-7557
You’ll be answered by automated voice for 24hrs.

From when can we make the payment at the front desk especially when we stay more than 1 night?

The invoice will be available only from the morning of the one day before of your departure.

e.g.
If you will stay for the nights of 20th,21st and 22nd, then check out at the morning of 23rd,
the invoice will be available only from the morning of 22nd. From the morning of 22nd you’ll be able to make the payment at the property.

In case you want to make sure the amount of your staying fee beforehand,
refer to the confirmation Email which has been sent to you from the website you made the booking at.

WiFi available?

Only around lobby area.
However the quality(include availability,speed and etc…) is not guaranteed.
You’d better bring in items like portable wifi if you really need to get connected to internet during your stay.

Can you give us a Verification of Accommodation at the property?

Sorry but no. Please consider to use the following items as your Verification of Accommodation.

1. A booking confirmation Email which has been sent to you from the website you made the booking at (e.g. Booking.com, Expedia, Agoda and etc…)

2. The credit card bill which shows the fact that you have stayed at our property.

Until what time do we have to check in?

Please check in before 20:00. You can go out to eat/drink whenever you want, after you check in.
If you did not show up until 20:00, our staff will leave the room key and an information board at the front desk, so that you can come in for yourself.

Please check in before 18:00 if you’ve reserved for dinner in our restaurant.
If you did not show up until 19:00, your dinner will be automatically canceled, without any refund.

From what time can we check in?

We accept check-in from 15:00.

Until what time do we have to check-out ?

Until 10:00 in the morning,please.

Can we use credit card in your place?

We accept following credit cards.

VISA / MASTER / JCB / AMEX / DINERS

Tell us about your Cancel policy.

From 7days before you stay: 100 percent.

Do you have curfew?

No.
However, be sure of that you bring both of your room key and your valuables with your very own self when you go out after check in.
If you have left your room key at the front desk when you went out, and did not come back til the end of business hours of the front desk, we shall leave your room key at the outside of the front desk, and will have no responsibility of valuables inside your rooms.

Do we need to pay any extra charge in the accommodation?

The only one extra charge we need you to pay in the accommodation is, Hakone town Hotsprings Tax. This is 150JPY/person/night.