Questions frequently asked by our customers are listed in a Q&A format.
For questions not listed, please contact us by email or phone.
Contact by phone+81-120-12-1130 / +81-279-86-6111 (mobile, smartphone)
9:00 a.m.~6:00 p.m. (7 days a week)
What time is check-in / check-out
Check-in: 15：00 (15：30 for dog room)
Check-out: 11：00 (10：00 for dog room)
Is it allowed for pets to stay with us? Can pets also get on the bus with us?
There are pet-friendly rooms at this hotel. However you are not permitted to take a bus with your pets.
See details on dog rooms
In there any specific information about the direct bus from Shinjuku?
The direct round trip bus package from Shinjuku ended its sales in July 2017. Thank you very much for your support.
Can I send my luggage in advance by courier?
You can deliver your luggage by courier.
Please be sure to fill out the date of your stay and the representative’s name on the courier slip.
1453-2, Kambara, Tsumagoimura, Agatsumagun, Gunma 377-1402 Hotel Karuizawa 1130
※Please note that we cannot store cash, valuables, fragile items or anything that requires temperature or humidity control.
At what age do I have to start paying accommodation costs for children?
Child between 7 and 12...70% of the adult fee
Child between 4 and 6...50% of the adult fee
Child under 4...Free (They will be charged if they use a bedding set)
Can you keep my luggage before check-in?
We will store your luggage at the front desk
When does the cancellation fee apply?
3 days~1 day prior to check-in：20％
Day of check-in：50％
I have a hotel coupon, can I make a reservation from the internet with it?
Can I use my credit card at check-out?
Various credit cards are available.
VISA/MASTER、JCB、AMEX、DINER‘S CLUB、DC、UC、UFJ、NICOS、Union Pay card
Can I request the specific view of the room or the specific floor?
No specific view or floor requests are accepted.
Please consider booking a premium room if you would prefer a high floor or a view of Mt. Asama.
Are there any non-smoking rooms?
There are some non-smoking rooms indeed.
Please let us know if you would prefer a non-smoking room upon booking.
We have limited number of non-smoking rooms so please be informed that we may deodorize smoking rooms.
Is there any room service available?
No room service is available at this hotel.
※Room service is available only in the rooms with an open-air woods bath
and the rooms with a terraced open-air bath (16:00~21:00)
Is internet access available in the room?
Wireless LAN is available throughout the hotel.
Are there any cooking devices in the room, such as a microwave oven?
No cooking devices are available at this hotel.
What kind of room amenities are available in the room?
The items below are available:
・coffee, sugar, cream, green tea
・wine opener, spoon
・toothbrush, shower cap, hair brush, comb, razor
・roomwear, slippers (adults, children)
・bath towel, face towel ※no bedding set for children available.
・shampoo, conditioner, body soap ※no cleansing water available.
What kind of room facilities are available in the room?
The items below are available:
・TV, refrigerator, electric kettle, ice pail, hair dryer, safe, heated toilet with bidet function, self-locking door
Can you spread futons in the Japanese-Western room?
We decide not to enter your room after check-in for privacy reasons and we would like you to do that yourself.
Can I reserve and fix the dinner time in advance?
We will show you to a table on a first come first served basis. If you have another appointment such as a beauty salon, please contact us.
Should I go to the restaurant in formal clothes?
There is no specific clothing restriction. However please refrain from using the roomwear and slippers provided in the room.
Are the restaurants non-smoking?
The restaurant is a smoke-free venue.
Is there a child-friendly menu?
Child-friendly menu are available for both Japanese and Occidental cuisine.
Is there any special service for birthday or anniversary occasions?
Arrangement requests such as dessert plates (648 yen per one plate)
and fresh cream cakes (3,500 yen for 2 or 3 people) are accepted by reservation until 3 days prior to the event.
Please also contact us if you would like any messages on them.
Cakes can be served in the guest room (candles cannot be lit for a safety reasons).
※For a surprise event, we would like the applicant to confirm with us at the front desk on the day of event.
Is the hot spring flowing directly from the source?
Because the temperature of the water is 35.7°C, it is heated and then drained.
Automatic adjustment of the amount and temperature of hot water is done from the outlets inside the bathtubs.
※The outlets of the inner bath are not used at the moment
※Hot water will be supplied by a circulation type spigot during the period from Monday,
June 18 to Sunday, July 1 for maintenance preparation.
Is an indoor heated pool available all year round?
Please note that it will be closed during the following period for maintenance
(for in-house and walk-in guests alike).
・ From February 17 (Mon) to February 20 (Thu), 2020
・ From June 08 (Mon) to June 11 (Thu), 2020
・ From October 05 (Mon) to October 08 (Thu), 2020
Can we use a pool before check-in or after check-out?
No. Only between your check-in and check-out time.
Is a swimming cap necessary in the pool?
You are required to put on a swim cap when using a pool. Please bring your own or use a rental one (108 yen).
※Not necessay in the jacuzzi
Can we use play equipment such as float rings or beach balls in the pool?
Only a floating tube for children can be brought in the pool and the items such as beach balls are not permitted.
Rental floating tubes available.
540 yen for adult, 324 yen for child, arm-shaped 540 yen
Are infants allowed to use the pool and the hot springs?
Children with diapers are required to put on a special diaper for water-play when using a pool.
(※Water-play diapers are sold at the bath counter. 540 yen each)
Please note that children with diapers are not permitted to take a hot spring bath
(not permitted even with a diaper for water-play).
What kind of facilities are available in the hotel?
The facilities below are available:
・barrier free toilet (each in the front desk/restaurant building and the guest room building)
・air conditioner, shop, laundromat (in the SPA)
・vending machines (soft drinks, alcohol), ice machines (each floor)
・free parking lot (150 cars)
In there a convenience store nearby?
There is one 10 minutes’ drive away from the hotel.
Approximately two and a half hours by car from Tokyo.
Enjoy the atmosphere rich in nature.