FAQ

FAQ
FAQ

Category
About your stay
About meals
About Children's Matters
About access
Others

About your stay

What are the check-in and check-out times?: Check-in is at 3 PM and check-out is at 11 AM.

Is it okay if I check in late? Also, is it possible to extend the checkout time? Until what time is it possible?: Late-night check-ins are also possible.
Depending on availability, we may be able to accommodate early check-in or late check-out, so please feel free to inquire.
(Early check-in and late check-out are available for an additional fee.)

Can I leave my luggage before check-in and after check-out?: Yes, we accept that request. Please feel free to ask at the front desk.

I'd like to send my luggage in advance.: We will keep your belongings safe until you check in.
We do not accept cash on delivery, so please make the payment upon shipment.
Please be sure to include your reservation name, check-in date, and reservation number on the slip and send it to the front desk.
Please also inform the hotel in advance that you have sent the package.
*We cannot accept refrigerated or frozen items.

Can I send my luggage from the hotel?: We ship within Japan, but we do not ship internationally. Thank you for your understanding.

Do you have a non-smoking room?: All rooms are non-smoking. Please smoke only in the designated area on the 1st floor.

When does the cancellation fee start, and how much does it cost?: 8 days prior to arrival: Free
7 days prior to arrival: 20% of the price
One day prior to arrival: 80% of the price
On the day of arrival: 100% of the fee
Failure to contact us: 100% of the fee

How to make a reservation / How to cancel a reservation: Reservations can be made online through our website, by email, or by phone.

Can I change a hotel reservation I made by phone online?: We apologize, but reservations made by phone cannot be changed on our website.
Please contact our reservations department. TEL +81-267-48-0099

Is it possible to make a reservation on the same day?: Yes, it is possible. You can make a reservation online through our website or by phone.

What amenities and facilities are available?: The following amenities and facilities are provided (some may vary depending on the room type).

[Amenities]
Shampoo / Conditioner / Body soap / Hand soap / Hand towel / Bath towel / Bathrobe / Nightwear / Toothbrush and toothpaste / Hairbrush / Hair dryer / Razor

[Equipment]
Bathroom with shower in all rooms / Heated toilet seat / Down comforter / Refrigerator / Air conditioning/heating / TV / Free wired internet access / Free Wi-Fi access

Is internet access available in the rooms?: Free Wi-Fi is available throughout the entire building, including in the guest rooms.

When making a reservation, can I specify the floor and the direction the room faces?: You can specify your preference.
However, depending on the booking situation, we may not be able to accommodate your request. For details, please contact our reservations department when making your reservation.

We would like to stay in one room with three people.: Depending on the room type, it can accommodate 3 to 4 people.

▼Rooms that can accommodate up to 3 people with the addition of an extra bed.
Junior Suite, Premier Twin, Villa Suite Twin, Villa Suite Double
▼Rooms that can accommodate up to 4 people with the addition of extra futons.
Japanese-Western Premier / Japanese Junior Suite

*Additional charge of ¥8,800 (tax included) per unit.

Do you offer room service?: We apologize, but we are not currently offering room service.

Are there open-air baths or large public baths?: Yes. We have an open-air bath and a large public bath [KOMOREBI] exclusively for our hotel guests.
Additionally, you can use the day-trip hot spring [Happu Onsen] free of charge.

【KOMOREBI】
■Business Hours
6:00 AM - 10:00 AM, 3:00 PM - 12:00 AM
*A separate bathing tax of 150 yen will be charged. (Exempt for children 11 years old and under)

[Happu Onsen]
■Business Hours
10:00 AM - 10:00 PM (Last entry time: 9:15 PM)
*This service is free for hotel guests.
*No reservation required

■ Reception
Happu Onsen

Please tell me the hotel's curfew.: There is no curfew. We are open 24 hours a day.

About meals

Is it necessary to make a reservation in advance for the restaurant?: We require advance reservations.
We may not be able to accept same-day dinner reservations.
For reservations and inquiries, please call +81-267-48-0099

Is there a dress code when dining at the restaurant?: There is no specific dress code, but smart casual attire is preferred. However, men are not permitted to enter wearing shorts, tank tops, sandals, geta (wooden clogs), or indoor yukata (Japanese summer kimono) or slippers.

Can you arrange special effects for celebrations? Are there any other options available?: We can arrange cakes, flower bouquets, and other items to suit your preferences. (Additional charges apply.) Please feel free to contact us for more information.

Is the restaurant non-smoking?: This is a completely non-smoking establishment. Customers who wish to smoke should use the designated smoking area on the first floor.

Can I use this service for outpatient visits, not just overnight stays?: This service is available to guests who are not staying at the hotel.

Can I have a restaurant wedding?: Please contact the wedding salon directly.
For reservations and inquiries, please call 0120-965-885.

I'm planning a party, but who should I contact?: Please contact the hotel directly.
For reservations and inquiries, please call +81-267-48-0099

Do you offer allergy-friendly options?: Please see here for information regarding allergy accommodations.

Regarding matters related to children

Is it possible to stay with children?: Yes, it is possible. Please come with your whole family. Up to two preschool-aged children can stay free of charge by sharing a bed with their parents.

Do you have a crib?: We have them available. However, the number of units is limited, so please inquire in advance. *Additional charge of ¥5,500 (tax included) per unit.

I have a young child with me. Will there be any additional charges? Also, at what age do these charges apply?: Preschool children can stay free of charge when sharing a bed with an adult. Children aged 6 and older are charged the same rate as adults.
*An additional charge of ¥8,800 (tax included) per bed or futon applies if you require one.

Do you have a children's menu?: Some restaurants offer children's menus.
Kids' Plate: ¥3,300 (tax and service charge not included)
Children's dinner: ¥8,800 (tax and service charge not included / only available at Vaas)
*Menu changes are possible upon request.
*Please make a reservation in advance.
*Prices include tax.

Are children wearing diapers allowed in the hot springs?: We apologize, but children who are not yet toilet-trained are not permitted to use our public baths or day-use hot springs.

About access

Is there a shuttle service from Karuizawa Station?: A free shuttle bus service is available. Please board from the rotary at the south exit of Karuizawa Station.
*No reservation required. Entry is on a first-come, first-served basis.
*Operating hours vary depending on the day of the week and season. Please check here for details.

Is there a parking lot?: We have a total of 91 free parking spaces available, both indoors and outdoors.
The indoor parking lot has a height limit of 1,940 mm. Vehicles taller than this should use the outdoor parking lot.
*Reservations are not required. Entry is on a first-come, first-served basis.
*Please note that we are not responsible for any theft, accidents, or other incidents that may occur in the parking lot.

I can't find it using my car's navigation system.: If it does not appear on your car navigation system, please search using the following facility/address.
"864-4 Hotsuchi, Karuizawa-machi, Kita-Saku-gun, Nagano Prefecture"
*If you have any questions, please contact us by phone. Phone: +81-267-48-0099

Others

Is it possible to have a professional photographer take the photos?: Please refrain from having photographers of your own choosing take pictures inside the building or on the premises.
If you wish to conduct any "commercial" photography on the hotel premises, you must obtain prior permission from the hotel.
Please check here for details.

Can I stay at the hotel with my pet?: We are sorry, but we do not allow guests to bring pets.
You are welcome to dine with your pet on the terrace at minori.

How accessible are the hotel facilities for people with disabilities?: You can use the elevator to move between floors. For inquiries regarding steps or other obstacles, please contact us by phone.
TEL +81-267-48-0099

Is wheelchair accessible?: You can use this service. *However, we do not have a dedicated guest room.
Our staff will be happy to assist you, so please feel free to ask for help.

Is Wi-Fi internet access available in guest rooms, restaurants, and lounges within the hotel?: Free Wi-Fi is available throughout the entire building.

Is it possible to use only the hot springs?: Yes, you can use the day-trip hot spring "Happu Onsen".

[Day trip hot springs]
■Business Hours
10:00 AM - 10:00 PM (Last entry time: 9:15 PM)

■Usage Fees
Adults ¥1,500 / Children (ages 3-12) ¥750
Rental towels: ¥330
*GW, summer holidays, New Year's holidays, and other long weekends: Adults ¥1,800 / Children ¥1,000
*Free for guests staying at Le Grand Karuizawa Hotel & Resort.
*Prices include tax.
*No reservation required

■ Reception
Happu Onsen

What types of credit cards can I use for payment?: We accept the following credit cards: VISA, JCB, Mastercard, AMEX, Diners Club, and UnionPay.

What types of electronic money and QR code payment methods are accepted?: You can use the following electronic payment methods: IC Transit Cards (Suica, PASMO, ICOCA, etc.), Edy, WAON, iD, QUICPay, and Nanaco.
QR code payments are accepted via au PAY, Merpay, Ginko Pay, WeChat Pay Pay, Alipay+, LINE Pay, K PLUS, Epos Pay, Atone, Purin, Premo Code Payment, Famipay, My JCB Pay, ANA Pay, Lalapay, Paydon, Valor, JAL Payment Port, 3PLATZ, JLN Payment, and Mikyan App.

Can I use gift cards such as JCB/VISA?: We sincerely apologize, but we do not accept payment by gift cards.
Please pay by cash or credit card.

Is it okay to bring a guide dog?: Guests accompanied by guide dogs are welcome to use both our restaurant and accommodations.
For further details, please inquire with the reservations department when making your reservation.
For reservations and inquiries, please call +81-267-48-0099

Regarding convenience stores (are there any that are open 24 hours?): There is a FamilyMart convenience store about a 5-minute drive from our hotel.
Due to Karuizawa regulations, the store closes at 11 PM, so please be mindful of the closing time when making a purchase.

What kinds of shops are there inside the building?: The boutique on the first floor of the main building sells sweets and other items unique to Karuizawa.

Are there vending machines for drinks and cigarettes?: We apologize, but there are no vending machines or shops available.

Do you have rental bicycles available?: We have a single-seater bicycle available exclusively for our guests.

■ Reception
Main Building Front Counter

■Price
Within 2 hours... ¥1,320
Within 4 hours... ¥1,540
Within 6 hours... ¥1,760
7 to 24 hours... ¥2,200
*Prices include tax.

*This service is available only to hotel guests.
*Limited quantities available. (2 types in total / 6 units)
*Reservations are not required. Entry is on a first-come, first-served basis.
*Middle school age and older (Elementary school upper grades and above who are 145cm or taller are also eligible)