FAQ

FAQ

Answers are provided for frequently asked questions regarding hotel stays in general.

Hotel Stays (General)

Reservations

  • Can I book on the day of arrival?
    Yes. In principle, we take same-day reservations at all of our hotels. However, if an online reservation cannot be made for the day, contact the hotel directly.
  • How far ahead can I book?
    Some hotels take reservations more than a year ahead. Online reservations are taken up to a year in advance. To make a reservation for days not shown on the website, contact the hotel directly.
  • Do you take group reservations?
    Yes. As the number of rooms available for online reservations is limited, contact the hotel directly for large-group reservations.

Luggage

  • Before checking in, can I send my luggage on ahead using a delivery service?
    Yes. Indicate the full name and check-in date of the person under whom the reservation is made on the shipping label, and send the luggage to the front desk of the hotel. Guests will receive their luggage upon checking in.
  • Can the hotel store my luggage before check-in or after check-out?
    Yes. Ask for details at the front desk. Some hotels may store luggage only on the day of check-out or only after a date and time for pickup have been arranged.

Guestrooms

  • Do you have non-smoking rooms?
    All our hotels have non-smoking rooms.If non-smoking rooms are not available for the desired room type, or if all non-smoking rooms are fully booked, a deodorized room may be provided instead.
  • Do you have wheelchair-accessible guest rooms?
    Wheelchair-accessible rooms are available at the following hotels.
    Sapporo Park Hotel
    Hotel the Lutheran
    Hotel Intergate Kyoto Shijo Shinmachi
    Hotel Intergate Tokyo Kyobashi
    Hotel Intergate Hiroshima
    Hotel Intergate Kanazawa
    The number of rooms are limited. For details, please contact the hotel directly.
  • Can small children share a bed with their parents?
    Yes. In principle, small children may share a bed with their parents at all our hotels. Contact the hotel directly in advance since charges may apply for facility usage (Shiraraso Grand Hotel for children aged one year or older).
  • Can extra beds be provided?
    Contact the hotel directly regarding extra beds: some hotels or room types may not accommodate this. Additional charges apply for extra beds.

Other

  • Can I bring a pet?
    Pets are not permitted at any of our hotels with the exception of assistance dogs (e.g., guide dogs, hearing dogs and service dogs).
  • Do you offer room service?
    Room service is currently available at Kumamoto Hotel Castle, Sapporo Grand Hotel, and Sapporo Park Hotel. For details of items available and other information, see the room service menu provided in guest rooms.
  • Are there parking spaces?
    Parking spaces are available on hotel premises, in contracted parking lots, in local parking lots and elsewhere. Be sure to inquire about parking fees, availability and other matters at the time of reservation since these details vary.