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Accommodation Q&A

Q.I made the reservation on the Internet, but didn't receive the confirmation e-mail.

A:

It may be because of wrong e-mail address registration or the PC environment. If you don't receive a confirmation e-mail within two days after reservation, please contact the reservation center by phone.

Contact info
Reservation center
TEL.+81 75 223 2333
(Business hours: Weekdays 9:00~21:00 Sat./Sun./Holidays 9:00~19:00)

*If we fail to contact you by e-mail, we will contact by phone. Please be sure to specify the contact phone number.

Q.I would like to cancel the Internet reservation.

A: You can cancel your reservation via the Internet booking page on our website.
(*The reservation number and e-mail address are required.)
If you have any trouble in the process, please contact the accommodation center by phone. Also, the above-mentioned information will be applied if you would like to change the hotel (Kyoto Hotel Okura, Karasuma Kyoto Hotel).

Q.How about the cancellation charge?

A: Please contact us two days prior to the scheduled day of your stay for cancellation. A cancellation charge will be applied after that.

Cancellation on the previous day: 20% of accommodation rates
Cancellation on the day: 80% of accommodation rates
No show: 100% of accommodation rates

*excluding group booking

Q.Can I use the Internet accommodation plan with various complimentary rates or discount coupons?

A: Sorry, but we cannot accept other benefits for Internet accommodation plan.

Q.I would like to reserve a non-smoking room.

A: Please specify requests for a non-smoking room at reservation. Please note, if the non-smoking rooms are all booked or your desired room type does not include non-smoking rooms, we will take measures to eliminate odor as much as possible.

Q.Can I request a room on the upper floors, or with a view?

A: We can accept your request. Please note, however, we may not be able to satisfy your request depending on the vacancy conditions on the day.

Q.I would like to stay with my child.

A:

The room rate is free for children if they share a bed with parents.
*If you wish to use a baby bed, please contact us in advance.(available for newborns and older. Limited number)
No surcharge will be applied for a baby bed.
*If you use an extra bed, there is no special set rate for children. The rate is the same as for adults (¥2,376: tax included).
Please note that baby beds or extra beds may not be able to be installed depending on the room type.

Q.Can I check my baggage before check-in or after check-out?

A: We keep our guests' baggage at the front desk on the first floor (free).

Q.I would like to send my baggage to the hotel in advance.

A: Please send to the following address. (Be sure to specify the date of stay and guest name.)

To the front desk of Karasuma Kyoto Hotel, Shijo-kudaru, Karasuma-dori, Shimogyo-ku, Kyoto

Q.Is Internet connection available?

A: Optical broadband Internet access is available in all guest rooms free of charge. Please bring your PC. (We have no PC rental service.)

Q.Is TV viewing free?

A: Terrestrial television is available free of charge. Furthermore, as the VOD (video on demand) system exists in all rooms, you can purchase a specified "room theater receipt" (¥1,000/card) and watch any movie among the 150 titles at anytime during your stay on the day of purchase (until the check-out time).

Q.How about amenity goods and equipment in a guest room?

A: (Amenity goods) Toothbrush, Shampoo, Conditioner, Razor, Shower cap, Body soap, Body sponge, Hair brush
(Equipment) Slippers, Yukata, Towel set, Dryer, etc.
Other than items above, a humidifier and table lamp (Reservation required) can be rented on the front desk.

Q.Parking

A: Our guests can use the hotel parking at a rate of ¥1,500 per night. We don't accept reservations, and give our hotel guests first priority when it comes to parking.
*The parking entrance is at the front of the hotel. The clearance is 2.3 meters. Please note, if parking is full, we will introduce and assist you to a parking lot near the hotel.

Q.Can I use the pool or fitness center?

A: We apologize for any inconvenience, but there is no pool or fitness facility in our hotel.

Q.Can I use a credit card for payment?

A: We accept the following credit cards for payment of accommodation and restaurants: Diners, AMEX, JCB, VISA, UC, NICOS, DC, Takashimaya, Saison, etc.

Q.Can I use a gift certificate for payment?

A: We accept certificates from the following: Diners, JCB, VISA, UC, NICOS, and DC.

Q.Can I use traveler's cheques for payment?

A:

The payment by traveler's cheques is not accepted.

Q.Can I pay in advance?

A: The following payment methods are available. Please contact us for more details by phone. -Payment by bank transfer -Payment by visiting the hotel (Cash or credit card)

Q.Are there any Foreign Currency Exchange Machine in the hotel?

A:

There is one on the ground foor.
Business Hours:9:00~21:00

Please look at Facilities for details.

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