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The following is a list of frequently asked questions from our customers.
If you still have questions, please feel free to contact us.

  • Q. Do you accept credit cards and electronic money?
    A. Credit cards are accepted.The following electronic money services are also available. PayPay, LINEPay, Rakuten Pay, ALIPAY, Apple Pay, Google Pay, QUICPay, Suica, nanaco, WAON, Edy, ID, toica and Pasmo
  • Q. 現金でのお支払いはできますか
    A. 当館は、現金のお取り扱いがございません。現地でのご精算はクレジットカードや以下の電子マネーでお願いします。(オンライン事前決済もプランにより可能です) <クレジットカード> Visa/Mastercard(R)、JCB/American Express、Diners Club、Discover <電子マネー> Suica、PASMO、ICOCA等の交通系ICカード(Apple payも可)、iD、QUICPay (nanaco、WAON等の流通系のICカードはご利用できません) <QRコード決済> PayPay、ALIPAY、WeChatPAY
  • Q. Can children stay at the hotel?
    A. Children under 9 years old are not allowed to stay at the hotel. Children are charged the same rate as adults. We thank you in advance for your understanding.
  • Q. If I arrive early, can I park my car?
    A. Yes, it is possible. Please let us know at the front desk.
  • Q. Can I reserve activities such as rental bicycles?
    A. Yes, we do. For activity reservations, please let us know in advance the date, time, and number of people who would like to enjoy the activity.
  • Q. 貸切風呂は事前予約できますか?
    A. 申し訳ありませんが、貸切風呂はチェックイン時、またはそれ以降のご予約による先着順でお願いしております。ご理解ご了承のほどよろしくお願いいたします。
  • Q. Is the bath in the guest room a hot spring?
    A. No. The baths in our guest rooms are not hot springs. Our hot spring baths are only available in the main baths.
  • Q. Can I order a cake for an anniversary celebration?
    A. Yes, it is possible. Cakes are available for 3,000 yen (tax not included). Please let us know in advance.
  • Q.I am not staying at the hotel, but can I have dinner only?
    A. We accept visitors only if they are accompanied by a guest of the hotel in the restaurant.
  • Q. What is the maximum number of people who can eat together?
    A. We can accept a maximum of 12 people in a private room.
  • Q. Can I use the bar, garden, and public bath even if I am not staying at the hotel?
    A. We are sorry, but the hotel is for guests only.
  • Q. What time is check-out?
    A. Check-out time is 10:00 AM. However, if a check-out time is set by the plan, that time will be applied. We recommend that you settle your bill in advance, as we expect a rush around 10:00 a.m.
  • Q. Can I extend my check-out time?
    A. Yes. Check-out time can be extended up to 12:00 noon.(This may not be possible depending on the next day's conditions.) The fee for the extension is 2,000 yen per 30 minutes (tax not included).
  • Q. Can you deliver packages?
    A. Yes, luggage delivery is available at the front desk. Please feel free to ask.
  • Q. About baggage storage service
    A. Luggage will be kept after check-out only on the day of check-out.
  • Q. I have a tattoo. Can I still use the public bath?
    A. We do not specifically prohibit people with tattoos from bathing in the main baths. We are open to a wide variety of cultural backgrounds, including foreign visitors to Japan, but we ask that you please enjoy the baths in a manner that is respectful. Regardless of whether or not you have a tattoo, we do not allow people who are antisocial groups or related to antisocial groups to enter the baths.
  • Q. I would like to give an accommodation voucher as a gift. Do you sell them?
    A. Yes, AWA Nishi-Izu offers the following accommodation vouchers. Please purchase them as a gift for your loved ones. ■AWA Nishi-Izu Accommodation voucher with 2 meals per night. - Standard [2-person capacity] : 45,000 yen for 2 persons - Deluxe with open-air bath [4-person capacity] : 60,000 yen for 2 persons, 75,000 yen for 3 persons and 90,000 yen for 4 persons *All prices include tax. *The validity period is one year from the month of issue (until the end of March 2024 if purchased during April 2023). *After receiving the money transfer in advance, we will send the accommodation voucher to the designated address. *Accommodation is available on both weekdays and weekends, but cannot be used during peak periods such as Golden Week, summer vacation, year-end and New Year's holidays, and other major holidays. 
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