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FAQ

Reservation and payment

Can I make a reservation by telephone?

Unfortunately, our reservation process includes securing your credit card payment online, and therefore, we do not accept reservations by telephone. However, please contact us if you have any questions about the reservation process and we will be pleased to assist you.

Can I pay my accommodation fees on site by cash?

We ask our guests to pay in advance by credit card. Thank you for your understanding.

Do you issue a receipt?

If you made a reservation on our official website, please send us an email request for a receipt. Then, we will send you a PDF receipt after your payment is confirmed.

Please note that it may take a few business days to issue a receipt.

If your reservation was made through a third-party booking website such as Ikkyu and Relux, please obtain a receipt from them.

<Reference: Help page for Ikkyu>
https://www.ikyu.com/help/faq/contact.aspx

Accommodation with children

Accommodation fees for children

Up to 4 preschool-age children are permitted free of charge, as long as they don’t require their own bedding. Please note that bedding, towels and amenities will not be available for these preschool-age children.

Full accommodation fees will be charged for any children older than this.

Equipment

Are there cooking appliances, dishes and condiments available in the suite?

A variety of cookware, appliances, and dishes are available in each suite.

For a list of available appliances, please refer to the descriptions of each suite.

Each suite is equipped with a microwave oven, toaster, gas stove (3 burners), and electric kettle.

Standard cookware, as well as beautiful dishes are also available. The dishes go well with either Japanese or Western cuisine. Please refer to the pictures under “Room” on our website.

Standard condiments, such as salt, pepper, soy sauce, and oil are available in each suite, but they are communal and have been used by previous guests. We suggest that you bring your own condiments as desired.

Are there toys for children?

SHIRO SUITE has a variety of toys for young children.
OKU SUITE has some toys as well indoors.
Please clean the toys and return them to their original place after use.
Boardgames and playing cards are also available in both suites.

Can I use the villa for business functions? What equipment is available?

Wi-Fi is available free of charge.
A USB jack and outlets are attached to the kitchen table.
An HDMI cable can be connected to the projector.
A whiteboard is available.
Please note that there is no printer at the villa.

Is there a hot spring close by that we can access on a day trip?

The hot spring in this villa comes directly from the source. It is a pure hot spring that works effectively on many ailments. The temperature can be controlled.

The suites are equipped with a Finnish sauna room with loyly. If you do not feel well, please refrain from using the sauna.

There are multiple other hot springs available for day use, including at Prince Hotel Sengokuhara and Ichinoyu.

Can I listen to music in the villa?

A high-quality Bluetooth speaker is available.

Is there water or tea available to drink?

You can get purified water directly from the kitchen faucet.

You can also enjoy fresh coffee and herbal tea free of charge (limited quantities available).

What kind of amenities are available? Are there pajamas or loungewear?

The following amenities will be available for all guests, except for preschool-age children who are exempt from accommodation charges.

Bath towel and face cloth (one each per two nights’ stay)
Loungewear (one per two nights’ stay)
Toothbrush and toothpaste
Comb
Razor
A bag including a hair elastic, cotton pad, and cotton swab (one bag per
two  nights’stay)
Disposable slippers (one pair)
Body soap, shampoo, conditioner, and hand soap

Room cleaning and additional amenities will be offered at an additional fee. Please provide us with at least three-days’ notice for this service.
Please note that we only accept credit card payments before your check-in.

① Amenity and towel replacement 3,000 yen  (including tax):
Towels and loungewear are 1 set for two nights’ stay.
Towels,loungewear, toothpaste & tooth blush will be prepared per person
(adults and above elementary school).

② Room cleaning 1,0000 yen(including tax):
Refilling amenity replacement and linen exchange. We will not clean where
personal belongings are left to prevent mix-up. Thanks for your
understanding.

Please take care of your valuables during cleaning. Safes are not available in the villa.

What equipment is available for children?

SHIRO SUITE has two highchairs and OKU SUITE has one.

A foldable crib and mattress are also available in SHIRO SUITE. Please bring your own mattress sheet and other bedding items. SHIRO SUITE is also equipped with a foldable baby bath tub and baby bouncer.

Check-in and check-out

Check-in and check-out times

Check-in starts at 15:00 and check-out is by 10:00. However, if you have a promotional offer or special option that includes a different check-in/check-out times, please follow the instructions there.

Please ensure to check the details of your reservation.

Do you offer early check-in or late check-out?

Unfortunately, we do not offer such a service at this point, in order to ensure housekeeping is completed in time.

Some baggage may be left in the suite before check-in. Please contact us in advance to confirm availability. We may not be able to accept your request in order to prevent infectious diseases.

Please refer to “Rules and prohibited matters” below for more details.

Parking

Parking

There are 2 to 3 spots allocated for each suite.

SHIRO SUITE parking lot (on the right-hand side from the road) W 6.6m×L 5.5m

※Three small vehicles can be closely parked. Please check the sizes of your vehicles in advance.
OKU SUITE parking lot (on the left-hand side from the road) W 5.5m x L 5.5m

※You can park another vehicle in front of two vehicles.
You may not park other than the designated space (there will be an indication at the parking lot).
The villa faces a gravel road. To prevent dust and noises, please slow down when you drive.
Please note that we may designate your parking spot, regardless of which suite you have reserved.
Please do not park on the road. If you do so, your vehicle will be towed away at your expense.

Rules and prohibited matters

Can I stay with my pet?

Unfortunately, we do not accept accommodation with pets.

Please note that we do not allow pets to be leashed outside either.

Thank you for your understanding.

Do you have staff on site?

We do not have staff on site.

We will email you the pin number to enter the villa in advance.

Please use the tablet device in the suite to complete the check-in process.

Can I BBQ?

You can BBQ on the outdoor wood deck.

A world-famous BBQ grill by WEBER is available for rent. → ※This service is currently not available.

You may not bring your own BBQ grill.

The rental fee is 2,500 yen (including tax), and a payment will be accepted by credit card or cash on site on your reserved date.

We will be pleased to recommend local stores and butchers to buy ingredients from.

Our villa is located in a residential area. Eating meals on the wood deck is permitted between 8:00 and 21:00. For activities outside of these hours, please stay indoors with windows closed.

Food and beverages left outside may attract animals and cause odor. After you eat or drink outside, please ensure to dispose of any garbage or leftovers in the bin inside the suite.

An electric griddle is available in the villa, free of charge.

Please ensure to turn on the range hood fan to prevent lingering cooking smells.

Can I leave my baggage at the villa? Can I mail my baggage to the villa in advance?

You may be able to drop off your baggage at the villa after 12:00, providing that there is no interference with existing operations. If you wish to do so, please contact us in advance.

Without a prior notice, you will not be able to access the villa until the check-in time.

Please note that your baggage will be left unattended. We will bear no liability for stolen or lost baggage, so please do this at your own risk.

As a general rule, our check-in time is 15:00, and housekeeping is performed before that time.

Unfortunately, we are not able to accept mailed baggage, as we do not have on-site staff at the villa.

(Note) At this time, we are not able to allow guests’ access prior to the check-in time, due to COVID-19.

Meals and options

Do you offer meals? Do you have recommended restaurants?

Our official website lists information under “Option

We recommend that you make reservations as soon as you are able and confirm the hours for each business. To place an order or payment, please contact the individual restaurants or businesses.

There are other restaurants and stores that have not been shared on our website. Please feel free to contact us for further information.

Daytime access by non-reserved guests

With an additional fee of 5,500 yen / person (including tax), up to 4 non-reserved guests may access each suite between check-in and 19:00.

To use this service, please send us a request by email at least three days prior to the check-in date. Credit card payment needs to be completed at least a day before the check-in date.

For security purposes, cameras are installed on the premises. In the event that non-reserved guests are located on the premises without notice or beyond the designated timeframe (i.e. between check-in and 19:00), those non-reserved guests will be requested to leave the premises and we will charge an additional cost of 55,000 yen / person.

Cleaning and amenity replacement for guests staying multiple nights

The following amenities will be available for all guests, except for preschool-age children who are exempt from accommodation charges.

Bath towel and face cloth (one each per two nights’ stay)
Loungewear (one per two nights’ stay)
Toothbrush and toothpaste
Comb
Razor
A bag including a hair elastic, cotton pad, and cotton swab (one bag per
two  nights’stay)
Disposable slippers (one pair)
Body soap, shampoo, conditioner, and hand soap

Room cleaning and additional amenities will be offered at an additional fee. Please provide us with at least three-days’ notice for this service.
Please note that we only accept credit card payments before your check-in.

① Amenity and towel replacement 3,000 yen  (including tax):
Towels and loungewear are 1 set for two nights’ stay.
Towels,loungewear, toothpaste & tooth blush will be prepared per person
(adults and above elementary school).

② Room cleaning 1,0000 yen(including tax):
Refilling amenity replacement and linen exchange. We will not clean where
personal belongings are left to prevent mix-up. Thanks for your
understanding.

Please take care of your valuables during cleaning. Safes are not available in the villa.

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    Please enter your check-in date if your reservation is confirmed.
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    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
    Noie Hakone Sengokuhara establishes this Privacy Policy to properly protect personal information of those who make reservation with, use, or contact Noie Hakone Sengokuhara, and to provide beneficial information to customers. 
    
    2.Handling of Personal Information
    Asnova Design Co., Ltd. (hereinafter referred to as “Asnova Design”), which manages Noie Hakone Sengokuhara, 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 Noie Hakone Sengokuhara’s accommodation services, 2) replying to inquiries, or 3) presenting information and services offered by Noie Hakone Sengokuhara, 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 Noie Hakone Sengokuhara 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 Noie Hakone Sengokuhara.
    
    3_5. Inquiries Related to Handling of Personal Information
    Please send inquiries using the form on the “Contact” page of Noie Hakone Sengokuhara’s website. 
    
    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.

    Thank you, your message has been sent.

    Thank you for contacting Asnova Resort/Noie Hakone Sengokuhara.

    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.