Q：Do you have a business license?

A：We are licensed under the Hotel Business Act.
Nagano Prefecture Omachi Public Health Center Directive 5 Oho No. 923-48

Q：Please tell me how to make a reservation

A：Reservations are accepted online.

Q：Does the displayed price include tax?

A：All prices displayed on this site include tax.

Q：When will my credit card be charged?

A：Credit card payment will be taken at the same time as the reservation. (As with normal shopping, the actual payment will be made approximately 1-2 months later.)
If a reservation request is in progress, the reservation is being held and payment will not be made. Payment will be made at the time your reservation is confirmed.

Q：Could you please issue a receipt?

A：For advance online payment, tickets can be issued and downloaded from your reservation email. You can only download it once.
You can change the address on the receipt. The default is the name of the person making the reservation. Please use this when issuing under the name of a company, etc.
If paying locally, we will issue a receipt at the time of payment, so please let us know if you need one.

Q：When does the cancellation fee start?

A："Accommodation Terms and Conditions"Please confirm.

Q：I canceled, but when will the credit card be refunded?

A：We will process your cancellation request within 24 hours. Please contact your credit card issuer to find out when the refund will be processed.

Q：How far in advance can I make a reservation?

A：We usually accept reservations up to two months in advance.
*This may change depending on the operating situation.

Q：Can someone other than the person who made the reservation stay at the hotel?

A：Yes, you can. When making a reservation, please enter the name of the person who will actually be staying at the hotel and their contact information for the day.

Q：Until when can I change the number of guests after making a reservation?

A：We accept changes to the number of guests up to 5:00 p.m. two days before the day of your stay.
The price per night will not change regardless of the number of guests staying.
However, please note that if you stay without reporting the correct number of guests, we may not be able to provide insurance or other guarantees.

Q：What should I do if I want to change the details of my reservation?

A：Normally, we ask that you make the changes yourself on the "Reservation Page".

Q：What should I do if I leave something behind after checking out?

A：Please contact the manager.
You can send it by Yamato Transport cash on delivery.

Q：If I check out after 11:00, will I be charged an extension fee?

A：An extension fee will be charged.
For more information, please refer to the check-in/check-out section of the Accommodation Terms and Conditions.

Q：Can I check out late?

A：No.

Q：Can we set off fireworks?

A：Fireworks are prohibited.

Q：Can we burn firewood that we brought with us?

A：Please do not allow guests to bring firewood or burn fallen leaves on the premises.

Q：Are there any amenities that we can take home?

A：You cannot take home any items provided in the facility.
Please do not take home any items provided in the facility, such as linens such as sheets and futons, kitchen utensils, or consumable items provided such as toilet paper and tissues.

Q：If I stay for consecutive nights, will sheets and other items be replenished?

A：If you stay for four or more consecutive nights, we will collect the sheets you have used up to that point and replenish them after that.
Please consult with us about the collection and replenishment times.

Q：I don't know how to use the home appliances, what should I do?

A：Please check the instruction manual using the QR code on the device.
For products without a QR code, please check the model number of the product you are using on the Internet.

Q：Can I dye my hair in the bathroom?

A：Please do not dye your hair indoors, including in the bathroom, as this may cause discoloration and odors.

Q：I found some insects indoors. What should I do?

A：I'm sorry, but due to the nature of the area, insects can get into the room. Please deal with this yourself.

Q：There is an emergency contact, but when should I contact them?

A：The following applies.
When a fire breaks out in the facility or nearby
When property in the facility is damaged or soiled
When an accident or injury occurs in the facility, etc.
Insurance coverage may be available, so please contact us.
These are just a few examples, but if you have any questions, please contact the manager.
If necessary, please contact the police, fire department, or emergency services.

Q：What should I do if there is a power outage or damage to all surrounding buildings?

A：There is a possibility of a large-scale power outage in the affected area due to landslides and fallen trees caused by wind and heavy rain.
Please make sure that there is no danger to your life in the area where the accommodation is located. (You can find out how to check this on the Internet or from local disaster prevention speakers.)
If necessary, please evacuate to a nearby evacuation shelter. (A Hakuba Village evacuation shelter map is available at the facility.)

Q：Is there compensation for damage caused by natural disasters or power outages during my stay?

A：There is no compensation for damage caused by natural disasters or power outages. Since this is a normal residential building, there is no emergency power source such as a storage battery. In the event of an emergency, please act at your own discretion.

Q：A typhoon is forecast, but I decided to stay because I don't want to pay the cancellation fee. If I am affected by the typhoon during my stay, will I receive compensation or a refund?

A：There is no compensation for damage caused by natural disasters or power outages. Please check the "Accommodation Terms and Conditions".