About the guesthouse (hostel)
Q：What is a guesthouse (hostel)?
A：This is an accommodation facility has dormitories (bunk beds, shared with other travelers), a shared living room, and a kitchen. The best part of a guesthouse (hostel) is that you can meet and interact with a variety of people, regardless of nationality. All of our staff will provide you with a homely atmosphere and wholehearted hospitality. Another benefit of staying at a guesthouse (hostel) is that the accommodation fee is significantly lower because it does not include amenity services.
Q：Do you provide meals?
A：This facility does not provide meals. Guests can either dine in at restaurants around Shuzenji onsen town, or bring their own ingredients and food and cook in the shared kitchen. Many people may not be familiar with this, but if you're lucky, you may share local dishes with other guests, or vice versa, which can be another opportunity to create new connections.
Q：It is my first time staying in a guesthouse (hostel). Is it safe for a woman to stay alone?
A：We offer female-only dormitory and our twin room can be booked from 1 person.
Q：I'm worried because I don't know the rules for using the shared spaces.
A：Our staff will explain the rules when you check in. Please rest assured that there are also etiquette posters posted in various locations in the hostel.
About booking
Q：Until what time can I make a reservation?？
A：Reservations can be made online up until 12:00 PM on the day of your arrival. For reservations after 12:00 PM, please contact us by phone. Please note that, as a general rule, payment is required in advance by credit card.
Q：Is it possible to make changes or cancel a reservation?
A：You can change or cancel your reservation.
Q：Is there a cancellation fee?
A：Yes, there is a cancellation fee. Please check the cancellation policy below.
※The cancellation fee policy below is only related for our official website, so other travel agency (including reservation site) may have different cancellation policies.
This cancellation policy will only refer to regular booking. Please refer to the cancellation policy located on the bottom of this page, for those who have booked private 6-bed dormitory room, 8-bed dormitory room, or the whole hostel.
※We will refund your money only when all the public transportations are suspended for the day. We will not refund your money for any other reasons. Hope you will understand and accept our cancellation policy.
About accommodation
Q：Is the reception open 24 hours?
A：The reception is only open from 10:00 AM to 6:00 PM. Only for emergency please contact us through email or phone call given during check-in.
Q：Are there any check-in/check-out time restrictions?
A：Check-in is from 2:00 PM to 6:00 PM, Check-out is at your convenience up until 10:00 AM.
Q：Is it possible to check-in after 6:00 PM?
A：It is possible but please keep in mind that most of the restaurants and onsen will closed around 9:00 PM. If you wish to enjoy Shuzenji onsen town at night we recommend you to check-in before 6:00 PM. Also please contact us ahead of time if you wish to check-in after 6:00 PM.
Q：What payment methods are available?
A：You may pay by credit card, cash, QR payments, IC cards, QUICPay, ID, etc. The only 3 credit cards you may use are Visa, Master, and American Express. If you are checking in after 6:00 PM, you must pay in advance.
Q：Are children allowed to stay?
A：Yes, children may stay but please read the following.
※1. Please note that the only rooms children are able to stay in are the private twin room and dormitory rooms when booked for private use, so please check availability before making your reservation.
※2. The private twin room is designed to be spacious enough for two adults to use comfortably. If you have any questions about the number or age of children, please contact us before you book.
Q：Are pets allowed?
A：Unfortunately, we do not allow pets to stay.
About our facility
Q：Is there parking available?
A：We have a dedicated parking lot for our facility. For a fee of 500 yen per car per day, you may use it freely during your stay until 12:00 PM of your check-out day.
If you would like to use the parking lot, please contact us in advance. If the parking lot is full, you will need to use a nearby public parking lot.
Q：Can I store valuables?
A：Each bed is provided with lockers for valuables.
Q：Is smoking allowed?
Smoking is prohibited inside the building, this includes all cigarettes, e-cigarettes, vapes, etc. Please use the smoking area located outside the building.
Q：Is there accessible Wifi?
A：There is free Wi-fi inside the building. Password will be given during check-in.
Q：Is there curfew?
A：There is no curfew. If you go out after 6pm, please use the key provided to you during check-in to open the entrance door. Please do not forget to take it with you.
Q：Is there onsen?
A：Guests can use the onsen next door, which is just a 10-second walk away from the hotel. This onsen facility is only available for the locals and our guests.
This indoor bath is open from 5:00 PM to 11:00 PM and water is flowing directly from the source. (For those who made reservations before May 31, 2024, an additional 200 yen will be charged.)
About luggages
Q：Can I store my luggage?
A：We can store your luggage in our luggage storage room. If you wish to leave your luggage with us before check-in and after check-out, so please contact us ahead of time.
Before check-in：10:00 AM - 1:00 PM
After check-out： until 1:00 PM
* We will not be able to store your luggage after 13:00, if you know you cannot make it back by 13:00, please use the lockers located at the train station.
Q：Can I send my luggage in advance?
A：It is possible. Please write your booking name and check-in date, and you MUST contact us before you send it.Please select anywhere from 10:00 AM to 6:00 PM.Otherwise, we may not be able to accept your package.
About private use
Q：How can I book?
A：Through our website from the tab “Book” or other booking sites.
Q：Up to how many people can stay ?
A：【For renting the whole hostel】
From 2 to 16 adults maximum.
The prices will not change but the more people in your group, the cheaper one person will need to pay.
【For booking dormitory rooms】
Either from 2 to 6 adults or 8 adults.
The prices will change depending on how many people will stay.
Q：Are there supermarkets nearby?
A：There is no supermarkets in Shuzenji Onsen. It is best to stop by the supermarket near the station before arriving at our hostel. There are deli stores, vegetable and fish markets, and restaurants within walking distance.
Q：When is the reservation period？
A：We accept reservations all year round. We can even accept reservations made the day before if there are openings.
We ask that you make inquiries and reservations as early as possible.
Q：Will the staffs be present?
A：Generally, staff are present in the hostel from 10:00 AM to 6:00 PM, but if the whole building is booked exclusively, they will leave the hostel once you have checked in and have settled. After 18:00, please contact us at the designated number in front of the reception desk and we will respond to your inquiries at any time.
Q：Are children able to stay as well？
A：Yes, for children from preschool and under, may sleep together in the same futon with an adult.
Please contact us or leave a comment during booking, when underage children will be staying as well.
Q：When and how should I pay？
A：Either pay in advance with your credit card or pay upon arrival with cash or credit card, or any other ways possible.
Q：Is it possible to change or cancel my reservation?
A：Yes, you can change or cancel your reservation. Please read and understand our cancellation policty below.
Q：What is the cancellation policy？
A：Please refer to the following below (You will need to pay 100%, if you do not pay 2 weeks before day of check in).
If a cancellation fee is applied, please be sure to pay it (Between the day of check in to 2 weeks).
【Renting dormitory rooms】
21 days before： 30％ cancellation fee
14 days ~ 10 days before： 50％ cancellation fee
7 days before ~ day of： 100% cancellation fee
【Renting the whole hostel】
21 days before～： 30％ cancellation fee
14 days before～： 50％ cancellation fee
10 days before ～day of： 100％ cancellation fee
※We will refund your money only when all the public transportations are suspended for the day. We will not refund your money for any other reasons. Hope you will understand and accept our cancellation policy.
Q：How can I pay the cancellation fee?
A：If you cancel or if you do not show up, we will contact you by phone or email to inform you of the bank details or send you a link to pay by credit card. Please make sure to transfer the payment within two weeks of the date of your planned stay.
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