We will answer some frequently asked questions. If you have any questions that are not covered below, please contact us via the Inquiry page.
About reservations and accommodation
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Q.
How do I make a reservation?
A.
If you would like to make a reservation by phone, please contact the hotel.
In addition, we accept reservations 24 hours a day on our homepage or mobile site. -
Q.
Can I cancel my reservation? Is there a cancellation fee?
A.
If you cancel your reservation, a cancellation fee (penalty) will be charged.
・Contact after 3:00pm the day before: 100%
・Contact on the day: 100%
・If there is no contact and no use: 100% -
Q.
How many days in advance do I need to make a reservation?
A.
If there are vacant rooms, you can make a reservation on the day.
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Q.
What time is check-in and check-out?
A.
Check-in is at 14:00 and check-out is at 11:00.
Please note that depending on your accommodation plan, there may be times other than those listed above, so please check each time. -
Q.
Can I extend my check-out time?
A.
If you continue to use the room after check-out at 11:00, the following additional fees will be charged.
・Until 14:00: 30% of the basic accommodation fee
・Until 17:00: 50% of the basic accommodation fee
・After 17:00: 100% of the basic accommodation fee -
Q.
Can I pay by credit card?
A.
The following cards are accepted. For other cards, please contact the hotel directly.
VISA, MASTER, JCB, AMEX, Diners, DC, UC, NICOS, TOP, Saison, JAL, UFJ, OMC, TS, CUBIC -
Q.
Is there a courier service?
A.
If you would like to send your luggage to the hotel before your stay, please use the address below.
We will keep it safe until check-in.
Delivery address for your luggage
〒605-0033 Kyoto City Higashiyama Ward Sanjo-dori Shirakawabashi Higashiiru 3-chome Ebisu-cho 175-2
THE HOTEL HIGASHIYAMA, c/o Front Desk
*Please be sure to write down the check-in date and reservation name before sending. -
Q.
Is there a safety deposit box?
A.
There is a safety deposit box in each room.
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Q.
Can you tell me about the internet connection?
A.
All rooms are equipped with free wired and wireless LAN.
The front desk will inform you when you check in.
About the restaurant
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Q.
How do I make a reservation?
A.
Reservations can be made through our website or by phone. As long as there are seats available, we also accept reservations by phone on the day. Please feel free to contact us.
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Q.
I will be driving to the hotel. Is there parking available?
A.
There is no parking lot or affiliated parking lot at the hotel.
Please use the paid parking nearby. -
Q.
Does the restaurant have private rooms?
A.
For details such as prices, please see the restaurant's "Private Room Information" page.
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Q.
Do you have highchairs?
A.
We have child chairs available. Please ask a member of staff if you require one.
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Q.
Is the restaurant wheelchair accessible?
A.
Yes, you can. Please let us know when you make your reservation.
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Q.
Are there any restaurants where I can smoke?
A.
All seats are non-smoking. Please use the smoking area on the B1F.
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Q.
Are there any dress codes when dining at the restaurants?
A.
Extremely light clothing, guest room slippers, or nightwear are not permitted.
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Q.
What kind of services are available when dining at a restaurant on anniversaries, etc.?
A.
We will prepare birthday cakes and bouquets (flowers) if you request them the day before your visit, but please contact us as early as possible if you have any special orders. The charges will be paid together with the restaurant fee.
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Q.
Where can I order a birthday cake?
A.
We accept orders and deliveries. For items that are normally available, please make a reservation at least one day before collection. For special orders, please contact us as soon as possible.
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Q.
I have dietary restrictions. Can the restaurant accommodate my requests?
A.
When making a reservation, please let our staff know your request.
