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FAQ
Accommodation
- QWhat are check-in and check-out times？
- ACheck-in begins from 15:00, and check-out is by 11:00.
- ※Some check-in and check-out times will vary based on stay plan. In these cases, the plan times will take precedence.
- QWhen do cancel fees come into effect？
- AIf the reservation is for up to 14 people, cancel fees will be charged for cancellations starting from 3 days prior to reservation. Details are as follows:
Cancellation Policy
■No notice, no show: 100%
■Same day: 100%
■Day before : 50%
■2~3 days before reservation: 30%
- ※Example: If staying on July 18, cancellation fees would begin to apply from 3 days before on July 15.
- ※Depending on stay plan, special cancellation policies may apply and will take precedence over this general policy.
- ※For more details, please see our ACCOMMODATION AGREEMENT page.
- QWhat payment methods are accepted at the hotel？
- AThe following payment methods are accepted:
Cash, Electronic Cash (PayPay/Alipay),
Credit Card(VISA/JCB/American Express/Mastercard/Diners Club/Unionpay)
- ※Some stay plans are cash-only special rates. Please check plan descriptions carefully.
- QWhat are the details of taxes？
- AThe consumption tax and bathing tax of 150 yen will be applied.
The bathing tax is a local tax for staying in an onsen facility.
All room rates displayed on our website are inclusive of consumption tax but do not include bathing tax.
- QAre the open-air baths in the guest rooms hot springs？
- AYes, our hot spring waters come from an on-site natural spring found approximately 1500m under our premises, called "Biwako Matsubara Onsen".
The following rooms have private open-air baths guests can enjoy in complete privacy.
■Western Japanese Room A with open-air hot spring
■Western Japanese Room B with open-air hot spring
■Western Japanese Room C with open-air hot spring
■Twin Room with open-air hot spring
■Villa Type A with open-air hot spring
■Villa Type B with open-air hot spring
■Villa Type C with open-air hot spring
■Dog-friendly Villa with open-air hot spring
- QI am traveling with pre-school children (under age 6); what charges are there for children who don't require meals or their own beds？
- AWe do not charge any accommodation fees for accompanying small children or infants under 3 years old if they will sleep with their parents in the same bed/futon (this arrangement is called soi-ne in Japanese).
- QHow many children are covered by the soi-ne policy？
- AWe allow this policy for the same number of adults in the room (e.g. 2 parents in a room allows 2 children to stay without charge in accordance with our soi-ne policy.)
Hot Spring
- QWhen can the communal hot spring bath be used？
- AGuests can use the communal hot spring bath "Isame no Yu" free of charge until check-out time while staying with us.
■Biwako Onsen Isame no Yu
・Hours 3pm～12am／6am～11am ※Open 5am from April~October
- ※Guests who have been drinking alcohol are not allowed in the baths
- ※Bath and face towels are available at the entrance of the communal bath
- ※The communal bath is only available for staying guests; visitors are not allowed
- QWhat are the properties and benefits of the hot spring's waters？
- ABiwako Matsubara Onsen is our private hot spring source found 1500m underground, and we fill the communal bath and the open-air baths in the guest rooms with its waters.
Information about the hot spring water properties are found below.
■Water Properties: Sodium hydrogen carbonate spring (hypotonic, slightly alkaline, low temperature)
■Effective for: neuralgia, muscle pain, joint pain, cuts, peripheral circulatory disturbance, oversensitivity to cold, dry skin, etc.
- QI am pregnant; can I use the communal bath？
- AIn general, yes, you can.
However, soaking in a hot spring can increase blood circulation; please do not stay in the bath for a long period of time as this can cause strain on both your body and your baby.
Also, during pregnancy, your skin may become sensitive or change in texture. Please refrain from using the baths if you experience such symptoms. Also, please be careful with your footing in the public bath, as many surfaces are very slippery.
- ・Limit baths to short spans, 10 minutes or less, at a time
- ・Do not use hot or cold baths
- ・Be very careful not to slip
- ・Bring someone with you so you do not bathe on your own
- ・Drink plenty of water or fluids after coming out of the hot spring
Meals
- QI have some food allergies; can my dining plan be adjusted？
- AWe strive to accommodate all allergies whenever possible. However, we cannot accommodate last-minute menu changes and require advanced notice to adjust dining plans.
In certain cases, particularly those with severe consequences, we may need to refuse adjustment requests after consulting with our chefs. Nonetheless, we aim to provide the best dining experience for our guests, so please feel free to discuss your dining plan with us, even in cases of severe food aversion.
While our chefs will ultimately make the final decisions, we will consider every guest's requirements carefully.
- QAre meals provided in room? Or in a dining space？
- ADinner will be served according to room type or meal course, so please confirm where you will be dining below.
Breakfast for all guests is a Western-Japanese buffet served in our restaurant.
■Guests staying in the main hotel
【Dinner】Restaurant（Dining TAN-ETSU）
【Breakfast】Restaurant（Dining TAN-ETSU）
■Guests staying in a villa
【Dinner】In-room
【Breakfast】Restaurant（Dining TAN-ETSU）
- QIs it possible to have baby food heated up？
- AYes, please don't hesitate to reach out to us for any baby needs.
On-site Facilities
- QAre wheelchairs available to borrow？
- AThere are some at the front, but numbers are limited, so please mention at the time of reservation to ensure availability.
- QAre there on-site massage and/or aesthetic services？
- AYes, we have LAKE RETREAT MINAMO SPA.
Like the gentle ripples on Lake Biwa's surface ("minamo" in Japanese), our spa services deliver the same tranquility you can find in the lake's calming energy.
Step away from everyday cares and feel nature's abundance while soothing both mind and body with our specially-trained therapists.
We are often fully booked during busy periods, so we recommend making reservations ahead of time.
【Our Courses】
■Treatment selection 60min ＠13,200yen～
Choose your favorite from six essential oils produced by HARNN, a world-famous Thai spa brand, and our therapists' all-hand deep tissue massage will put you into full relaxation mode. This massage course will help regulate the balance of your autonomic nervous system, promote detoxification, and enhance your body's natural healing power.
■Healing Body Care 60min ＠9,900yen～
Our therapists help relax stiff muscles by slowly and deeply stimulating pressure points over the clothes, focusing on any areas of fatigue. This massage promotes blood and lymph circulation, relieves symptoms such as cold sensitivity and swelling, and gently brings both mind and body back into balance.
■Eye strain therapy 30min ＠6,600yen～
■Herbal Therapy 30min ＠7,700yen～
■Reflexology 30min ＠6,600yen～
■Thai-style massage 60min ＠11,000yen～
- ※All prices include 10% consumption tax.
- ※The service prices listed here are for staying guests. For visitors, all prices are +2,200 yen.
- ※We accept reservations from staying as well as day trip guests.
- ※We welcome all genders at our spa.
【Hours】1pm～11pm
【Appointments/Inquiries】0749-47-6699（Appointments accepted from 1pm～10pm）
Access/Parking
- QWe are arriving by car; is there parking on-site？
- AOur free on-site parking lot has approximately 160 spaces, so please rest assured you will be accommodated. (Outside, flat parking lot)
- QWe are arriving by train; is there any pick-up service？
- AA shuttle is available between the east exit of JR Maibara Station and our hotel.
Please make reservations for this service by the day before your stay. Reservation requests made on the day of stay will be subject to shuttle availability.
■Making Reservations
Please contact us by phone:
Domestic:0570-078-857(Hotel Code 04)
International:+81-(0)78-857-7071
■Hours
Pick-up: every 30 minutes from 2:10pm until 5:10pm, starting at the east exit of JR Maibara Station to the hotel
Drop-off: every 30 minutes from 8:30am to 11:30am, from the hotel to the east exit of JR Maibara Station
※For any times outside the above, please get in touch with us to discuss prior arrangements.
■Fee
free
Pets (dogs)
- QCan we stay with our pet(s) (dogs)？
- AWe have 9 dog-friendly villa rooms for guests who wish to stay with their pets in our Glamping Area.
Of those, 3 have a open-air baths with natural hot springs and also a private dog-run.
Enjoy your trip to the fullest with your much-loved furry family members.
【Guest rooms suited for travel with your dog(s)】
■Dog-friendly Villa（6 rooms）
■Dog-friendly Villa with open-air hot spring（3 rooms）
【About staying with your dog(s)】- ・Please check the conditions of stay (weight, height, breed, and others) on the "Dog-Friendly Villa Terms of Use and Agreement for Accommodation" at the following URL and agree to them.
- ・Also, please fill in the required information and send us a photo or scanned digital data of your dog's rabies vaccination certificate (must be within the expiration date) and proof of vaccination with at least 5 mixed vaccines (must be more than 2 weeks and less than 1 year after vaccination) using the application form on the following URL.
- ・When bringing multiple pets (up to two dogs per room), the first dog is included in the room charge, and the second will be charged at 2,200 yen (incl. tax) per night.
- ・Please let us know how many dogs you will bring and their breeds when you make a reservation for accommodation, and after, you will need to submit an application for each dog using the form on the following URL.
- ・Please note that we cannot accept your dog if it does not meet accommodation requirements.
- ・Other than the specifically dog-friendly villa areas, dogs are not allowed in guest rooms, restaurants, public baths, tennis courts, the 3x3 basketball court, or the futsal court. When entering main hotel areas, dogs must be placed in a cart and covered.
- ・Please bring everything your dog will need, including food, leash, collar, any toilet-related items, and familiar toys, etc.
■Dog-Friendly Villa Terms of Use and Agreement for Accommodation & Application Form
https://www.biwa-front.com/dogfriendly_form/#dog_friendly_check
- QWhen staying with my pet (dogs), is there some sort of process to be followed？
- AIf you wish to stay with your dog(s), you will need to submit a copy of the "Vaccination Certificate (5 or more mixed vaccines)" and "Certificate of Rabies Vaccination" after completing a reservation for a Dog-friendly Villa. Please agree to the Terms of Use and Conditions of Stay described in the following URL page, and send it to us via the application form.
We will confirm that the "Certificate of Vaccination (5 or more mixed vaccines)" and "Certificate of Rabies Vaccination" are valid from more than 2 weeks to less than 1 year from the day of your stay.
Please note that we cannot accept guests who are refraining from vaccination due to their pet's old age or allergies. We ask for your understanding.
■Dog-Friendly Villa Terms of Use and Agreement for Accommodation & Application Form
https://www.biwa-front.com/dogfriendly_form/#dog_friendly_check
- ※To fax or mail by post, fill out this form online and then print to send it directly to us.
- QMy pet (dog) is bigger than a standard poodle or Shiba…
- AThe size and breed of the dog must meet conditions (1) and (2) and not fall under (3).
(1) Weight of 15kg or less
(2) Height up to 50cm (height from the ground to the back when standing)
(3) Breeds of dogs that cannot be accommodated
Please understand that the following breeds of dogs are not allowed to stay at the hotel for reasons of safety for both our guests and our facilities. In addition to the above, we reserve the right to refuse any breed of dog that may be a hindrance to other guests or cause harm to them. The list may be updated in the future.
Tosa Dog, Akita, and other dog-fighting breeds
Bull Terrier, Mastiff, and others in the same breed family
Rottweiler, Chow Chow, Irish Wolfhound, Dogo Argentino, Bedlington Terrier, Beauceron, Bouvier de Flandres, Rhodesian Ridgeback, Grand Bleu de Gascogne, Billy, Briard, Bergamasco, American Staffordshire Terrier, etc.
Other
- QWe are celebrating a special occasion during our stay; is is possible to order a cake？
- AYes, we have the following cake options:
■Fruit-based cake
Sponge cake with cream and seasonal fruit
・ 12cm ＠6,831yen
・ 15cm ＠8,096yen
・ 18cm ＠8,728yen
・ 21cm ＠9,487yen
■Chocolate Cake
Chocolate sponge cake with cream and seasonal fruit
・12cm ＠7,337yen
・15cm ＠8,475yen
・18cm ＠9,108yen
・21cm ＠9,867yen
■Fruit Tart
Almond tart with custard, cream, and seasonal fruit
・12cm ＠7,590yen
・15cm ＠8,855yen
・18cm ＠9,487yen
・21cm ＠10,120yen
■Fruit cake (for babies)
Steamed wheat cake with plain yogurt, pumpkin & sweet potato mash, banana, and seasonal fruit
※No eggs, sugar, or cream
・7cm ＠5,313yen
・9cm ＠6,072yen
・12cm ＠7,590yen
・15cm ＠8,855yen
■Rice & Vegetable cake (for dogs)
Local Shiga rice (Milky Queen variety) and seasonal vegetables
・7cm ＠5,313yen
・9cm ＠6,072yen
・12cm ＠7,590yen
・15cm ＠8,855yen
※Above prices include 10% consumption tax
【How to Order】
Please order at least 3 days in advance and indicate cake type, size, and how many candles (how many each large and/or small), and any message you want included.
Domestic:0570-078-857（Hotel Code 04）
International:+81-(0)78-857-7071
- ※Number candles are available for a fee of 220 yen/candle
- ※Cakes can be served in the restaurant or in-room
- ※Room delivery for cakes must be done by 10pm
- ※Let us know if the cake should be a surprise
- QIs there currency exchange on site？
- AWe are very sorry, but we are unable to exchange currency in our hotel.
Contact
【 Online 】
Available Rooms &
Reservations Here
Please click the above link to check room availability and rates.
Select your desired date, room type, and number of guests to see availability.
【 Inquiries by Phone 】
-
Domestic:0570-078-857（Hotel Code 04）
International:+81-(0)78-857-7071Hotel New Awaji Group Operator(9am~6pm JST)
If the "FAQs" or the "Availability & Estimates" section above do not answer your questions, you can also contact us using the form below.
After filling out the necessary fields, please click the "send" button.
※As a general rule, we try to respond to all inquiries within 24 hours, but if it is urgent, please call us directly.
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