FAQ / Contact | FLORES ATAMI（フローレス熱海）

このサイトはJavaScriptがオンになっていないと正常に表示されません

FAQ

Number of guests, children, and room details

QHow many people can stay?: Accommodates up to 10 guests (up to 4 guests at the same rate, with an additional 10,000 yen per person for each additional guest beyond 4).
Children under school age who share a bed with an adult are free of charge for up to 2 children.
Please note that children aged 6 and older will be counted as adults and included in the total number of guests.
Since preschool-aged children are free of charge, towels and amenities are not provided.

QAbout children's rates: Children in elementary school and above will be charged the adult rate.
Children who have not yet started elementary school may stay free of charge if they share a bed with an adult (no bedding or linens required).
If bedding is required, the same rate as adults will apply.
Please note that additional towels and amenities are available as optional extras.

Reservations, changes to reservations, and payment

QCan I make a reservation by phone?: We request payment by credit card at the time of booking, so we are unable to accept reservations by phone. If you have any questions about the booking process, please feel free to contact us by phone or via the inquiry form.
Please note that our official website always offers the lowest rates for reservations.

QHow do I add or change the number of people after making a reservation?: This varies depending on the reservation site you used, so please check the help page for each site. Please note that you cannot change the number of guests after making a reservation on reservation sites other than Airbnb. If you made your reservation through the official website, please send your request to the email address listed in the confirmation email you received after making your reservation. Please note that you cannot enter the room with more than the number of guests listed in your reservation.

QCan I pay for my accommodation on site? Can I pay in cash?: As this facility is unstaffed, we kindly ask that you make your credit card payment in advance. We appreciate your understanding.

QCan I get a receipt?: If you send us your request by email, we will issue a receipt in PDF format after your credit card payment is complete. Please allow several days for the receipt to be issued, so please make your request well in advance. If you made your reservation through another reservation site, please request the receipt from that site.
＜Reference: Ikyu Help Page＞ https://www.ikyu.com/help/faq/contact.aspx

QCan you issue a certificate of lodging?: If you have already stayed at our hotel, we can issue a certificate of stay.
However, please note that the certificate will be issued in our company’s standard format.

About hot springs, saunas, and pools

QAbout hot springs

The hot springs, which are mentioned in the famous “Manyoshu” collection of Japanese poetry and are renowned for their excellence, are specially delivered to the facility from the renowned hot spring resort of Yugawara.
During your stay, you can enjoy the hot springs at your convenience.

※To maintain hygiene, the hot spring water is filtered and disinfected with chlorine at all times. Additionally, the water is heated to maintain the temperature.
※In addition to the above, we conduct regular thorough cleaning of the baths and water replacement in accordance with health department standards.

QAbout the sauna: The bathroom features a private sauna with a self-service steam function.
Additionally, a cold plunge pool is available for use. While there is no outdoor bathing area, we have chairs and fans available in the changing room area.

QHow to use the pool

Our terrace features an outdoor heated pool.
Please note that the pool is unavailable during the winter season (November to February).
The pool is maintained in a hygienic condition through filtration, circulation, and the addition of chlorine.
For more information on how to use the pool, please refer to the “Pool Rules and Regulations.”

※Please note that swimwear is not provided at our facility. Guests using the pool are required to bring their own swimwear.

QAbout pool equipment: The following equipment is available at the pool.
Sandals, air pump, kickboard, water gun, inflatable hammock, etc.
(Note) Swimwear is not provided, so please bring your own if you plan to use the pool.

Facilities and equipment

QAre there any cooking utensils, tableware, and seasonings available?

Cooking utensils, kitchen appliances, and tableware are available in a wide variety, and details are provided in the usage guide sent after your reservation.
For kitchen appliances, please refer to the information provided for each room on our website.
Basic amenities include the following:

4-burner IH stove / Refrigerator / Dishwasher / Microwave oven / Toaster / Coffee maker / Rice cooker / Water heater / Cooking utensils / Tableware / Basic seasonings (not refillable) / Smoke-free roaster grill (suitable for small-scale barbecuing) / Table-top IH pot set
*Please inquire for details.

Basic cooking utensils are provided.
Dinnerware is available in both Japanese and Western styles, all dishwasher-safe and beautifully designed. For more details, please refer to the photos on our official website.
Seasonings include salt, pepper, soy sauce, and oil, but these are not single-use items. Depending on usage, there may be insufficient quantities, so please bring additional items as needed.

QPlease tell us the number and size of beds.

There are 3 bedrooms. For a total of 4 guests (adults and children), 2 bedrooms will be provided. For 5 or more guests, 3 bedrooms will be available.

All bedrooms are equipped with two queen-size beds.
The bed size is approximately 160cm x 200cm.
Two of the three bedrooms can have the queen beds converted into two single beds. Please request this at least 3 days prior to check-in. Requests made after this deadline may not be accommodated. The fee varies depending on the number of beds converted, ranging from 2,000 yen to 4,000 yen.

QIs there a laundry facility?: We have a dedicated drum-type fully automatic washing machine (washing and drying available). Detergent is also provided.

QDo you have any toys for children?: We have Nintendo Switch, board games, card games, and other items available for use. Please clean them after use and return them to their original location.

QAre amenities available? (For guests) Are room wear and pajamas available?: The following amenities are provided for each guest (adults and children in elementary school and above only). Free amenities for infants are not available. Additional amenities can be requested after booking at an additional charge.
＜All items listed below are per person＞
Bath towels (2 per stay) including pool towels / Face towels (1 per stay) / Room wear (1 set per stay) / Toothbrush and toothpaste set (1 set per stay) / Hairbrush (1) / Washcloth (1) / Razor (1 piece) / Cotton pads and cotton swabs set (1 set per night) / Disposable slippers (1 pair) / Facial cleanser, makeup remover, toner, and lotion (1 set per night) / Body soap, shampoo, conditioner, and hand soap

QWhat kind of equipment is available for infants and young children?: The bedroom closet is equipped with two foldable baby cribs and baby bedding (futon, waterproof sheet, pillow), which you are welcome to use at your convenience.
Please ensure that the baby cribs are always used under the supervision of an adult.
Other items such as baby wipes, diaper disposal bags, and baby body soap are also available.

QCan I use the internet? Can I watch movies? Can I play games?: Wi-Fi is free.
Free movie streaming services and YouTube are available.
We also have Nintendo Switch game consoles available.

QCan you listen to music?: You can connect to a TV projector via Bluetooth and play music.
Please note that this feature is not available outdoors or late at night/early in the morning.

QDo you have any water or tea?: The water is tap water.
Additionally, freshly brewed coffee and tea are available free of charge. (Quantities are limited.)

QCan it be used for business or meetings? Are facilities available?: Wi-Fi is free.
There are power outlets at the tables.
The projector can be connected via HDMI. (To avoid malfunctions, please use only the cables provided by the facility.)

Access and parking

QCan I get there by train? Where is the nearest station?: We recommend coming by car.
It is a 10-minute taxi ride from JR “Atami Station” and a 5-minute taxi ride from JR “Kaminomiya Station.”
It is an 18-minute walk from JR “Kaminomiya Station,” but please note that there are steep slopes and stairs along the way.

QAbout parking: The parking lot provided by the facility is as follows.
If you park on the road, your vehicle may be towed, including temporary parking.
Parking lot dimensions: Width 6.0m × Length 5.5m (approximately 2 standard-sized vehicles or 3 compact vehicles)
※Vehicles exceeding the size or number of spaces cannot be parked.

QCan you arrange transportation or a taxi?: We do not provide transportation or taxi arrangements. We appreciate your understanding.
Local taxi companies are listed in the information guide we will send you after your reservation.
There is also a taxi stand at Atami Station.
※The GO app is also available in the Atami area.

Entering the room, check-in, check-out, mailing and storage of luggage

QCheck-in and check-out times: Check-in is at 3:00 p.m. and check-out is at 11:00 a.m. as a general rule, but if your reservation plan specifies otherwise, those details will take precedence.
Please confirm your reservation plan.

QEarly check-in and late check-out: As this facility is rented out as a whole building, we are unable to offer rooms on a per-room basis like a typical hotel.
Due to this situation, early check-in is generally not available. However, in exceptional cases where there are no cleaning or management tasks on the day of arrival, we may be able to accommodate early check-in. Please contact us in advance for inquiries. Without prior notice, we will not be able to accommodate early check-in.
Regarding late check-out, similar to early check-in, due to the nature of the property being a single-building rental, we are unable to accommodate requests as we need to ensure sufficient time for cleaning to prepare the room for the next guests.

QCan you store my luggage? Can you mail my luggage?: We regret that we are unable to store luggage.
Additionally, we do not offer a mail-in luggage service. As this is an unstaffed accommodation, we will be unable to receive any items sent to us, so please take note of this.

QAbout luggage before check-in: Hand luggage may be stored in your room after 12:00 p.m. on the day of check-in.
As this is an unattended facility, we cannot store your luggage. Please leave it temporarily at your own discretion. We cannot be held responsible for any loss or theft, so please keep your valuables with you at all times.
We will only accommodate requests if prior inquiry is made and it is deemed feasible. Please note that even in such cases, access to the room will be granted only from the designated check-in time.

About dining and nearby facilities

QAre meals provided? Are there any recommended restaurants?: Unfortunately, we do not provide meals at our facility.
However, after making your reservation, we will send you an email with information about nearby restaurants, boat-style seafood platters, seafood delivery services, and private chefs. The main details of these options are also listed on our official website, so please feel free to use them.
Please note that we have regular holidays, so we recommend making reservations in advance. Please note that orders and payments must be made directly to each establishment.

QPlease tell me where the nearest supermarket or convenience store is.: The nearest convenience store is a 1-2 minute drive away at Seven-Eleven Atami Baien Store (also sells alcoholic beverages).
※If walking from the facility, please note that the route includes a steep slope. Additionally, there are no sidewalks, so please exercise caution.
Furthermore, there is a comprehensive supermarket, MaxValu, approximately a 10-minute drive away.

About service options

QDaytime use by non-guests: In addition to the number of guests and the room rate, an additional charge of 8,000 yen per person (tax included) will apply for up to a maximum of 12 guests per room, including those already booked, and additional guests may check in between check-in and 7:00 PM.
The additional fee must be applied for via email by 3 days prior to check-in and paid by credit card by the day before check-in.
Please note that if, for any reason, unauthorized guests (other than registered guests and those who have paid the additional fee) are found to have entered the premises or if the designated check-in time is exceeded, we may request you to vacate the premises and charge an additional fee of 80,000 yen per person.

QAbout cleaning and replenishment of amenities during consecutive stays

If you would like housekeeping and additional amenities during your stay, please contact us at least three days prior to check-in, and we will be happy to accommodate your request for an additional fee. Please note that payment must be made by credit card prior to check-in.
For guests staying multiple nights, amenities will be provided upon arrival based on the number of nights of your stay.
We also offer additional towels or amenities upon request.

① Additional towels only: 2,000 yen per set (tax included)
　Each set includes 4 bath towels and is charged at the above rate.

② Additional amenities: 4,000 yen per set (tax included)
　In addition to the above ①, we offer an additional set including 4 pieces of room wear (top and bottom) and 4 sets of various amenities at the above rate.

③ Overall cleaning during consecutive stays: 15,000 yen (tax included)
　We will perform a thorough cleaning of the entire room, including replenishing towels, room wear, and amenities, at the above rate.

Cleaning will be performed throughout the room, but areas containing personal belongings will not be cleaned to prevent any mistakes. Please note this in advance.
During cleaning, we kindly ask you to temporarily leave the room.
Please keep your valuables with you during cleaning. There is no security box available in the room.

Rules and Restrictions

QIs there an administrator?: We do not have staff stationed at the facility.
You may enter the facility by entering the access code provided via email in advance at the front door.
Check-in is conducted using a dedicated tablet inside the room.

QPool Rules: When using the pool, please be sure to read the pool rules and regulations sent to you by email after making your reservation.

QCan pets stay?: Unfortunately, pets are not allowed to stay at the hotel.
We also kindly ask that you refrain from leaving your pet outside on a leash.
We kindly ask for your understanding.
Additionally, we operate a pet-friendly vacation rental property in Hakone, Kanagawa Prefecture, featuring a pool, hot spring, and sauna. We encourage you to consider this option.
https://asnova-resort.com/folq-gora/

QCan we have a barbecue?: Due to the limited space and risk of falling, we kindly ask that you refrain from eating on the terrace with the pool. We have hot plates available indoors, so please bring your own food (seafood delivery is available as a paid option). We also kindly ask that you refrain from bringing charcoal BBQ grills from outside.

QOther prohibited items

The following are the main prohibited items.
This facility is not a hotel with staff on-site at all times and operates on an unstaffed basis. Please understand this point thoroughly before using the facility.
For further details, please refer to the URL provided in the email sent to you after your reservation, where you can find the facility guidelines. We kindly ask that you read them carefully.

＜Prohibited Items＞
• Loud conversations, playing music at high volumes on the terrace, by the pool, or with windows open
• Use of open flames outside the kitchen, such as fireworks, bonfires, or mosquito coils
• Eating, drinking, or holding parties on the pool, terrace, or balcony
• Socializing outdoors, including balconies and terraces, between 9:00 PM and 7:00 AM
• Smoking within the premises or inside the building (including electronic cigarettes; the entire facility is non-smoking).
• Leaving food or drinks outdoors (this can attract wildlife, posing a serious safety hazard and hygiene risk. If you eat or drink outdoors, please dispose of all waste in the indoor trash bins.)
• Allowing non-guests or non-daytime users to enter the facility without permission
• Staying beyond the designated time without permission
• The forest adjacent to the property is not part of the facility grounds and is off-limits.

Contact

Enter your comments
Confirm your comments
Send

Please use this form to contact us.
* indicates a required field.

Please confirm your entry and click “Send”.

Name*
Email address*
Telephone number
Please enter your check-in date if your reservation is confirmed.
Comments*

Privacy Policy

In this Privacy Policy, “personal information”, “personal data”, and “retained personal data” are as defined in the Article 2 of the Act on the Protection of Personal Information.

1. Purpose of Privacy Policy
Our facility establishes this Privacy Policy to properly protect personal information of those who make reservation with, use, or contact our facility, and to provide beneficial information to customers.

2. Handling of Personal Information
Asnova Design Co., Ltd. (hereinafter referred to as “Asnova Design”), which manages this facility, acquires personal information.
Asnova Design shall comply with various laws and regulations, and handle personal information properly and cautiously.

3_1. Collection of Personal Information
Asnova Design shall collect personal information solely for the purposes of 1) providing this facility’s accommodation services, 2) replying to inquiries, or 3) presenting information and services offered by this facility, or by other establishments managed by Asnova Design or relevant companies.
Asnova Design shall primarily acquire the following information.

＜Personal information to be acquired＞
Name, sex, date of birth, nationality, address, telephone number, email address, passport number, records of immediate entry to and departure from Japan (including plans), estimated duration of visit, credit card information, feedback on the accommodation, and submitted requests. If the customer follows the social media accounts operated by Asnova Design, the customer’s personal information available on their accounts shall be collected.

Asnova Design may collect personal information from customers for purposes other than indicated above. In such cases, Asnova Design shall clarify the purposes for collecting personal information, obtain consent from customers, and acquire personal information to the extent that is necessary to achieve the purposes agreed upon.

3_2. Use of Personal Information
Asnova Design shall use collected personal information for the following purposes.

1. To provide accommodation and relevant services, as well as to process payments.
2. To provide beneficial information to customers and to contact customers as needed.
3. To conduct surveys to improve our services.
4. To provide information on establishments and services offered by Asnova Design or relevant companies.

3_3. Provision of Personal Information and Personal Data to Third Parties
Asnova Design may provide collected personal information and personal data to third parties including Asnova Desgin’s outsourcing contractors, in order to achieve any of the purposes mentioned under 3_1 of this Privacy Policy.
In addition, when the disclosure of personal information and personal data is requested by the police, a court of law, a public prosecutor, a bar association, or any other institutions vested with the equivalent authority, Asnova Design may provide collected personal information and personal data to these organizations.
Upon receiving a request by a customer, Asnova Design shall terminate providing personal information and personal data which can identify said customer to third parties. Please be advised that the customer may not be able to use this facility as a result.

3_4. Disclosure, etc., of Retained Personal Data
Should a customer wish to request disclosure, correction, termination of use, or a notification of the purposes for use of their own personal data based on the Act on the Protection of Personal Information, the customer themselves shall contact this facility.

3_5. Inquiries Related to Handling of Personal Information
Please send inquiries using the form on the “Contact” page of this facility’s website.

3_6. Cookies
Asnova Design may collect information about viewed webpages, usage history and analytics that are obtained through third-party data providers’ Cookies and advertising ID (hereinafter collectively referred to as “Cookies”). Such information may be linked with the guests’ personal data to deliver advertisements.

4. Security of Personal Information
Asnova Design shall comply with various laws and regulations, and disseminate the importance of protecting personal information to employees and outsourcing contractors.

Asnova Design shall thoroughly manage passwords for electronic files that contain personal information. For external systems that handle personal information, Asnova Design shall ensure that those systems apply appropriate information security measures.

I agree to the Privacy Policy

Thank you, your message has been sent.

Thank you for contacting ASNOVA RESORT / FLORES ATAMI.

We will review your comments and be in touch with you shortly.

Please note that it may take several business days for us to respond due to our hours or holidays.

We greatly appreciate your patience and understanding.

If you do not receive a confirmation email, please contact us by using the form on our website or by sending an email to info@asnova.jp.