FAQ
Frequently Asked Questions
Here are answers to common questions about reservations and stays. The conditions shown during booking and in your confirmation email apply to each plan.
Check-in and check-out
Check-in begins at 3:00 PM and check-out is by 10:00 AM. When a plan specifies different times, the times shown during booking take precedence. Please contact us in advance if you expect to arrive later than planned.
Confirming or changing a reservation
For reservations made through our official website, please check your confirmation email or member page. Whether a change can be accepted depends on availability and plan conditions. For bookings made through a travel agency or online travel agency, please contact the original booking provider.
Cancellation charges
Whether cancellation charges apply, and the amount and timing of any charge, depend on the stay date, plan, and booking channel. Please review the cancellation policy shown when you booked and in your confirmation email.
Children and room capacity
Maximum occupancy, bedding, and age categories differ by room and plan. Please select a room that matches your party size; we cannot accommodate stays that exceed the capacity displayed during booking.
Meals and food allergies
Menus may change with the season and ingredient availability. Please let us know about food allergies or dietary concerns at the time of booking, or as early as possible. We will consider requests where practical, but cannot guarantee a completely allergen-free preparation environment.
Parking and access
Parking is available for guests arriving by car. Parking capacity, shuttle availability, and meeting locations may vary by season or plan, so please confirm your reservation details or contact us before departure.
Payment
Available payment methods, prepayment requirements, and settlement of incidental charges follow the guidance shown during booking. Please also review your confirmation email, as conditions may vary by reservation.
Lost property and luggage
Lost property is kept appropriately for a limited period. Please contact us with your stay date, name, room number, and a description of the item. Luggage storage and shipping may not be available in every situation.
Special requests
We will do our best to assist with celebrations, mobility needs, and meal-related requests. However, we may not be able to fulfil every request because of facilities, staffing, or operational conditions on the day.