FAQ

Reservations

Will I be charged a cancellation fee if I miss my arrival date?
If you do not arrive at the hotel on your scheduled arrival date, cancellation policies will apply.
Check Hotel Rules page.
How can I modify or cancel a reservation?
Reservation via Phone:
Call a hotel that you have a reservation
 
Reservation via Official WEB Site:
Check Amend or Cancel Your reservation.
 
Reservation via other WEB site:
Visit the WEB site that you made a reservation and modify or cancel
the reservation.
 
Check valid date to modify or cancel the reservation on each WEB site.

 
How many months in advance do I reserve rooms?
Reservations can be made up to six months in advance.
If you are a Richmond Club membership, reservation can be made up to seven months in advance.
I received two of the same booking confirmation emails when I reserved with my Richmond Club membership number.
If you register your different email addresses for "Mail address" and "E-mail address (mobile)" as your contract information, 
you will receive two of the same booking confirmation emails to both email addresses.
Register the same email address as your information.
Can I be on the waiting list?
Unfortunately, we can not put you on the waiting list.

About Payment

What kind of payment method can I use at hotel?
These payment methods are abailavle.

*1 : Cash
       (Japanese yen {JPY} only)
*2 : Credit Cards
       Available brands : VISA, Master Card, JCB, American Express (AMEX), Diners Club
*3 : China Union Pay
*4 : Rakuten Edy
       (Prepaid type e-money service)

We are sorry but 
*QR code / Bar code payment service (Alipay, Wechat pay, Masterpass, Amazon Pay etc.)
are not abailable.
What time do I make a payment of room charge?
If you make your reservation as "Pay At Hotel", we will ask the payment when you check-in.
Please pay at front desk or payment machine in advance with the payment method you would like to use.
 

About Staying

Can I extend my checking-out time?
If you would like to extend your checking-out time, you will be  asked some extra charge as follow,

1 hour   : 1,000 JPY
2 hours :  2,000 JPY
3 hours :  3,000 JPY

The limit of extend is by 14:00 (2 p.m.).
If you would like to extend over the limit, you will be asked making extra reservation to stay.

Contact us if you have any other questions