How often are the towels replaced?
Daily room cleaning includes restocking amenities and changing towels.
Do I need to show my ID at check-in?
No identification is required to check in. However, the hotel requires the written consent of a parent or guardian for those under 18 staying alone.
Does the room charge get settled at check-in?
We offer a variety of payment methods. If you select the Onsite Payment option, payment is due at check-in. Our Mobile Check-in option allows you to provide payment information, fill out your information online, and receive all hotel information ahead of time.
Can items purchased on the Internet be delivered to the hotel in advance?
Parcel received in advance will be kept at the front desk. Please indicate on the label the date of your stay, the full name of the person who made the reservation, and include the hotel address in the mailing address. If you have additional question regarding parcels, please contact us directly.
Is the front desk available 24 hours a day?
Our front desk is closed from 11:00 p.m. to 7:00 a.m., but we have staff available 24/7 to assist you. If you require assistance, please ring the doorbell located at the front desk to speak with a staff member.
I was planning to stay alone, but I'd like to invite another person. Are there any additional charges?
The additional charge per person varies depending on the room type and ranges from 2,000 to 5,000 yen.
Is it possible to issue multiple room keys?
Our room keys are cylinder keys, and we can provide a spare key upon request if needed.
Can you tell me more about the hotel's security measures for outsiders?
After 22:00, no one but guests is allowed to stay in the hotel. Security cameras have also been installed throughout the property.
Can I let a guest who isn't staying with me into the room?
Guests are permitted to stay until 10:00 p.m. If additional guests stay beyond this time, an extra charge will apply.
Is it possible to upgrade my room?
You can upgrade your room for an additional fee, subject to availability. The upgrade fee varies depending on the date of your stay.
What should I do if I forgot something in the hotel?
We would appreciate if you could call or email us with the following information. Please inform us as soon as possible so that we can search for it. < br>・Full name
・Period of stay (and room number if you remember) ・What item was left behind (as detailed as possible)
The storage period is approximately 90 days. After that, we will dispose of it in accordance with the accommodation agreement (Article 21). ※ Lost and found items can be shipped by cash on delivery. ※ For overseas shipping, we will ship via TUMOCA Express.
What is the standard check-in and check-out time?
You may check in from 3:00 pm on the day of arrival and check out by 11:00 am on the day of departure. However, check-in and check-out times may vary depending on the room type or plan you are booked into, so please confirm in advance the details of your reservation plan.
Is it possible to check in early?
It is possible to check in from 12:00pm but we do charge a fee of 1,000 yen per hour per room. Please note that early check-ins are subject to availability, so please inquire in advance.
Do you allow late check-outs?
Late check-out can be arranged in one-hour increments, subject to the availability of reservations for the day. A fee of 1,000 yen per hour will apply, and the latest time for check-out is 1:00 p.m. Late check-out availability can be checked at any time via the Mobile Access page.
Can I leave my luggage at the front desk before check-in or after check-out?
Yes, you can leave your luggage at our front desk if it does not contain valuables or fragile items. Your luggage can be accepted from 7:00am on the day of check-in, until 11:00pm on the day of check-out.
What should I do if I am late for check-in?
If you are running late for the check-in time you have previously indicated, no special notice is required. However, please inform us in advance if you plan to arrive after midnight.
How often are the rooms cleaned for consecutive nights?
Room cleaning takes place every day after 10:00 a.m. Towels are replaced daily, while linens such as sheets are changed every three days.
Is it possible to send my luggage in advance to the hotel?
Luggage received in advance will be kept at the front desk. Please indicate the date of your stay, the full name of the person who made the reservation, and include the hotel address in the mailing address. If you have additional question regarding luggage, please contact us directly.
When does complimentary beverage service begin?
For guests, we offer free beer from 18:00 to 19:00 in the first floor lounge.
What kind of beer do you serve during the free beer service?
Kirin's Heartland Beer is served during the free beer service.
Are non-alcoholic drinks included in the free drink service? Do you have any drinks for children?
Regrettably, we do not provide complimentary non-alcoholic beverages. However, soft drinks are available for purchase.
Can minors stay overnight?
The consent of a parent or guardian is required for unaccompanied minors to stay alone. Please fill-out the letter of consent below: https://forms.gle/fVk2nCM112oyL5wi9< br>※Please note that one form is required per guest. We may contact the parent or guardian if deemed necessary.
Is it okay to leave the hotel after midnight?
You can exit the hotel without any issues as long as you have your room key.
Can I check out late at night or early in the morning?
A card key return box is available at the front counter after front desk hours. By using our Mobile check-out service, you can settle the room and complete the check-out procedure using your smartphone, so you can leave the room anytime by simply putting the card key in the dedicated return box located on the 1st floor.
Do I get any special benefits if I stay on my birthday or anniversary?
Our front desk will prepare a small gift for you if you stay on your birthday.
What are the typical hotel guests?
On average, 60% of our guests are in their 30s, 30% are in their 20s, and the rest are in other age groups.
Can I have the room service and restaurant charges directly to my room?
When you check-in, you can register your credit card and use it to request room service, paid amenities, and refreshments at the hotel. Any charges for these will be billed directly to your room.
Can a receipt be issued separately for accommodation and other charges?
As long as the payment has been processed, separate receipts can be issued.
How long in advance can I make a reservation?
You can make a reservation either online or by phone up to six months in advance. If you need to book beyond that period, please contact us directly for assistance.
What is your cancelation policy?
The hotel has a standard cancellation policy, but if there is a specific cancellation policy for the plan you have selected, that policy will take precedence over the standard policy. In general, the following cancellation policies apply:
- No charge if canceled up to 2 days prior to check-in
- 100% of the room charge if canceled the day before check-in
- 100% of the room charge if canceled on the day of check-in
- 100% of the room charge for no-shows.
I don't intend to use room service during my stay, do I still need to register my credit card?
All hotel guests are required to register their credit cards without distinction in case of damage, stains, or loss of equipment in the hotel room.
Can a credit card be registered under a different name than the guest's?
Even if the name is different, there is no problem as long as the card can be used.
Do I need to make a deposit?
There is no deposit required, but we ask that guests register with a credit card as a guarantee during their stay.
Do I need to register my credit card at check-in even if I have already paid by credit card on the reservation site?
We apologize for the inconvenience, but credit card information cannot be taken over from the reservation site. That is why we ask guests to register their credit card again at check-in.
What credit cards do you accept?
We accept the following credit cards for local payments:
JCB, VISA, Mastercard, AMEX, and Diners Club.
What if I want to change the date of my stay after making a reservation?
If you made a reservation through a third-party booking agency, kindly refer to their website for the change procedure. On the other hand, if you booked through our official website, please check the confirmation email for the change procedure, or contact us directly at 050-3187-8557.
Is it possible to book a room without a credit card?
The hotel allows guests to stay without a credit card, but please note that it may take longer to process your check-out.
Is it possible to get a paper receipt?
If you opt for Onsite Payment, a paper receipt can be obtained from the front desk. However, if payment was made during the reservation process, a receipt cannot be issued. To learn more, please get in touch with the website you used to make the reservation.
Why do I need to register my credit card at check-in?
・As compensation for damage, stains, or loss of equipment in hotel rooms.
・In case of a smoking violation in a guestroom.
Our hotel may charge the registered credit card if the customer incurs any compensation during his or her stay.
Besides that, registering a credit card also offers other conveniences such as the ability to make payments at any facility in the hotel. Your understanding and cooperation are greatly appreciated.
Can I use a Debit Card to make a reservation?
We regret to inform you that we do not accept debit cards. Please register a credit card instead.
Is it possible to use PayPay, LINE PAY, or any other digital payment methods?
We offer digital and QR code payment options, and you can inquire about the details at our front desk.
Is it possible to stay at the hotel without a prior reservation?
While we may be able to accommodate walk-ins if rooms are available, we highly recommend making a reservation in advance to ensure availability.
Can I stay without a student ID card even though I made a reservation for a student plan?
To be eligible for the Student Plan, it is necessary to present a valid student ID card during check-in. If you fail to provide the required proof, the regular rate will be charged.
Can I rent a wine glass?
If you wish to enjoy wine in your room, we offer rental wine glasses upon request. You can easily place your order through our Mobile Access service.
What is the size of the refrigerator in my room?
Refrigerators of about 100 liters are installed in each room.
Can I call an outside massage service in my room?
We do not accept calls for massage services indoors.
Can I use aromatherapy in my room?
We kindly request that you refrain from using aromatherapy in your room.
Can you provide an humidifier?
You can order an humidifier free of charge through our Mobile Access service.
Do you provide any massage service?
There is no massage service available at our hotel.
Can I watch YouTube or Netflix on the TV in my room?
The in-room televisions are equipped with only terrestrial digital broadcasting, but guests can connect their own devices such as Apple TV or other devices via the HDMI port located behind the TV.
Can I order Uber Eats at the hotel?
Yes. Nevertheless, we ask you to meet the driver yourself in the lobby or in front of the hotel.
Can I open the window in my room?
Yes, the window can be opened and closed.
Do you have any room where I can stay with my pet?
Unfortunately, we do not allow pets in our hotel rooms for the comfort and safety of all our guests.
Is there a wired LAN available?
Unfortunately, there is no wired LAN provided in the room.
Do you provide extra beds?
We do not provide extra beds.
How many inches is the TV in my room?
The TV is 43 inches.
Can I watch other channels besides terrestrial digital broadcasting on the TV in your guest room?
The TV in the hotel room only provides Japanese terrestrial digital broadcasting.
Can I smoke in my room?
All guest rooms are designated as non-smoking. Smoking is strictly prohibited in the rooms. Please use the designated smoking area located on the hotel premises. Please note that smoking in any area other than your room or the designated smoking area will result in a violation of hotel rules and regulations and a fine of 25,000 yen will be charged.
Where can I store valuables?
We apologize for the inconvenience, but please note that there is no safe available in the guest room.
Does the room have a phone?
The hotel does not provide a phone in the guest rooms. However, guests can use the chat function available on the Mobile Access page for communication with the hotel staff.
Do you provide an hair dryer in the room?
Yes, the room is equipped with an hair dryer.
Do you have a DVD player?
DVD and Blu-ray players are available for rent via our Mobile Access service.
Do you have mineral water in the room?
Although we do not offer mineral water in the guest rooms, you may access the 24-hour water server located on the first floor. If you require a portable water container, rental water bottles are available at the front desk upon request.
Can I request additional towels?
Yes, you can request additional towels free of charge. Requests can be made via your smartphone by accessing your Mobile Access account.
Do you have pajamas?
Yes, we provide pajamas free of charge upon request. You can order them through our Mobile Access service or simply ask our front desk staff.
Is there a room available that can accommodate three people?
Deluxe Theater King Rooms and Superior King Rooms can accommodate up to 3 people, but please note that no extra beds are available.
Is it possible to connect Apple TV in a room?
Yes, customers can use their own Apple TV or other devices by connecting them to the HDMI port on the back of the TV in the room.
Do you have skin care products?
While skin care products are not provided in the guest rooms, a selection of skin care products can be purchased at the front desk. The osaji skin care set is available for 500 yen.
What equipment is available for loan?
Over 100 items are available for loan. You can order items via our Mobile Access function or consult the list of available items at the following URL: https://sp.livelyhotels.com/en/hotelgraphynezu/rental/
Will you bring your rentals to your room? Is it the format to get to the front desk?
We will give it to you at the front desk.
Can I choose a specific room or floor?
Requests can be accepted, but we cannot guarantee them. Depending on the type of room and availability, we may not be able to meet your expectations.
Do you have rooms with ensuite bathtubs?
We offer two types of rooms: rooms with a private unit bath and rooms with a shared bathroom. You can view photos of both room types on our website.
Do you have hair irons available for loan?
We offer hair irons for rent, but availability may vary depending on demand. Please request one through Mobile Access and note that we may not be able to fulfill your request if all hair irons are already being used by other guests.
Does the room have Wi-Fi?
Wi-Fi is available in all rooms for free. We will provide you with access information on site.
I'm staying with my friends. Can we have a room next to each other?
We are happy to accept requests from our guests, but we cannot guarantee that we will be able to fulfill them. Depending on the type of room and availability, we may not be able to meet all of your expectations.
Can I rent out games such as playing cards?
We have a variety of games available (Trump cards, UNO, Jenga, Othello, etc.).
Can I adjust the temperature in my room?
It is possible to adjust the room temperature individually, and switch between heating and cooling in the rooms.
Can my child sleep with me?
Families with children under 6 years of age can have their children sleep with them in the room free of charge. One child is allowed in small double or double rooms, while twin or superior twin rooms can accommodate up to two children. The hotel usually provides toiletries and towels for two adults, but guests can request additional amenities and towels if necessary.
Do you provide all the necessary cables for the Theater Room?
The following cables are available in the Theater Room: HDMI cable, HDMI to Lightning adapter, HDMI to C-type adapter.
Do you provide wake-up calls?
We do not offer a wake-up call service. However, an alarm clock is provided in every room for your convenience. Please use the alarm function to set your desired wake-up time.
Is it possible to decorate my room?
You are welcome to decorate your room, as long as it does not cause any damage. If you require assistance with decorations, please let us know in advance. For special occasions such as surprises or anniversaries, we can arrange for decorations to be set up in advance or on your behalf. We offer rental options for balloons, garlands, and other decorations if you find it difficult to prepare them on your own. If you have any questions or concerns, please do not hesitate to contact us.
Do you have room service?
Yes we do. Our guests can also enjoy a wide selection of dishes and drinks through our room service menu. To view the menu, please check the Mobile Access page from your room.
Can I access it via an old phone?
Mobile Access is a service designed specifically to be used on smartphones. In spite of its possibility of working on older phones, it has not been tested for operability.
What is Mobile Access?
Mobile Access is a convenient feature that allows guests to make various requests and orders with their smartphones. Guests can request towels and amenities, chat with the front desk, order room service, view information about the hotel, check-out billing, and much more. Please note that some of these services are only available to guests who have presented a credit card upon check-in.
Will all items ordered via the Mobile Access service be automatically added to the room?
When you order items via mobile access, such as room service or amenities, they will be automatically charged to the credit card that you registered in advance and delivered to your room.
Is it possible to separate the payment made via Mobile Access from the accommodation fee?
You can pay the room at check-in, and all in-building payments made via Mobile Access after that will be settled at the time of check-out.
I'd like to use the mobile check-in system, but I'd like to pay cash. Is it possible to pay other than with a credit card?
Room charges are paid at check-in, while all in-house payments made through Mobile Access will be settled at check-out by credit cards. If you have any concerns, please contact us at the front desk.
Is there a smoking area?
There is a smoking area located outside on the 1st floor behind the bicycle parking lot.
Is there a coin laundry available?
A coin laundry is available on both the 1st and 4th floors.
Is there a cleaning service?
No cleaning service is available at the hotel.
Can I borrow cutlery and plates?
Yes it is possible. Please order through our Mobile Access service or ask at the front desk.
Is it possible for non-guests to use the lounge?
The lounge is available for use as a dining area or a co-working space.
Is it possible for me to use the common areas before and after check-in?
You can use the lounge free of charge from 1:00 p.m. before check-in and until 1:00 p.m. after check-out.
Can I rent a bicycle?
We offer rental bicycles for your convenience. The cost is 200 yen per hour or 1,200 yen for the whole day until 10 PM.
Can I meet someone in the lobby?
Certainly, you are welcome to invite your friends to the hotel lobby. However, we kindly ask that you refrain from inviting large groups to ensure the comfort and safety of all our guests. Thank you for your cooperation.
Do you have a microwave on site?
A microwave is available in the kitchen lounge located on the 1st floor.
Do you have an ice machine?
We regret to inform you that we do not have an ice machine on the premises. However, we can provide ice in an ice bucket upon request. Please feel free to place your order through Mobile Access or inquire at the front desk.
RESTAURANT & BAR
What time does the bar close?
The cafe bar is open until 10 PM.
Can you tell me more about the breakfast?
Our breakfast offering features homemade soup, yogurt with granola, and bread from a well-known local bakery in Yanesen. Additionally, guests can enjoy unlimited coffee and tea. Choose from three different types of bread and two types of soup to create your preferred breakfast combination. Breakfast service hours are from 7:30 to 11:00, with last orders accepted at 10:30.
Can I reserve a table?
Reservations are accepted. Reservations can be made by phone or online via gourmet sites.
Can I use the restaurant without any reservation?
Of course, you are free to come anytime without reservation. We still recommend calling to check before coming.
Is it possible to book the entire venue?
Yes, it is possible to book the entire venue. Please contact us for more information.
Can I use a credit card at the restaurant?
We accept a variety of payment methods including credit cards, digital payments such as PayPay and LINE Pay, as well as QR code payments.
Is there a menu for children or toddlers?
We do not offer a menu for children or toddlers at the moment.
Do you have a baby chair? Can I bring my own baby food to feed my baby?
We offer baby chairs for your convenience, but we do not provide baby cribs. Please feel free to bring your own baby food, which we can heat up for you upon request.
Is there any dress code?
There is no dress code in the hotel.
Can you deal with allergies?
We would appreciate it if you let us know when making a reservation. We will respond to the extent of our ability.
Is it possible to decorate the room?
Certainly, we welcome guests to decorate their rooms, provided that the decorations do not cause any damage to the room. If you need assistance with decorating, please let us know in advance so that we can do our best to help you.
Is it possible to prepare gifts in advance in the room?
A gift may be left in your room before your arrival at the hotel. Please inquire in advance for anniversary services.
Can I enter the room early and prepare it?
Our standard check-in time is at 3 PM. However, if the room is available earlier, we may be able to accommodate an early check-in request. Please note that we cannot make any guarantees and recommend contacting us ahead of time to check room availability.
Is it possible to ask for the hotel's cooperation to organize a surprise?
We will do our best to help you! Please contact us in advance.
Is it possible to decorate my room with non-guest friends at the hotel?
Sure, but please note that non-hotel guests are only allowed on the premises until 10 PM.
ADULTS WITH KIDS
Can you provide a baby crib or bed guard?
We regret to inform you that we do not provide baby cribs or bed guards at our hotel.
Do you offer rental amenities for babies or children?
Unfortunately, we do not have any rental amenities for babies or children.
Are your rooms accessible to wheelchair users?
We deeply apologize, but we do not have any wheelchair accessible rooms available at our hotel.
Do you have rental wheelchairs?
We apologize, but we do not have rental wheelchair available.
Is there a parking lot available on-site?
There is no parking available on the premises. Please use the nearby coin-operated parking facilities.
I would like to write a press article or make an interview, who should I contact?
Please contact the front desk or send a description of your project by email.
Is it possible to film for a Youtube video in the hotel?
You do not require any prior approval to film in your private room. However, if you would like to shoot in the common areas or feature our hotel in a YouTube video, please contact us in advance.
Is it possible to organize an event at the hotel?
You can host events at our hotel, and we would be happy to help you with the planning. Please get in touch with us and provide details about the specific type of event you have in mind.
Is it possible to exhibit art in the hotel?
You can exhibit art at our hotel. Please get in touch with us and provide details.