Frequently asked questions

Please see here.
https://iconia.co.jp/brands

Once your reservation is complete, a reservation number will be issued. Your reservation is complete at that point. After completing your online reservation, you will receive a "Reservation Confirmation Notice" containing details about your reservation at the email address you registered.

If you do not receive a booking confirmation notice, the following reasons may apply.

• The reservation is not complete.
• It's been filtered into the spam folder.
• Your email settings are not configured to receive emails from the "@tripla.jp" domain.

If you did not receive a notification and need to confirm your reservation, please contact the hotel.

Please contact your local online travel agent.

We apologize for the inconvenience, but please cancel your current reservation and make a new one.

We apologize for the inconvenience, but please make a new reservation for the additional period through our official website, or contact the hotel directly.

For reservations made through channels other than the official ICONIA HOSPITALITY website, we are unable to process any changes or cancellations. Please contact the online travel agent through which you made your reservation.

The following cancellation policy applies to accommodation reservations made through ICONIA HOSPITALITY official website.
However, if a specific hotel or Staying plan has its own cancellation policy, that policy will take precedence.

Please consult the front desk.

If a non-smoking room is available, you can change your reservation. Please make a new reservation for a non-smoking room on the booking website, and then cancel your existing reservation for a smoking room.
Please note that if you wish to reschedule your reservation after the free cancellation period has expired, please contact the hotel in advance.

Please inform the hotel of your reservation details in advance. If you have booked the same room type, we will do our best to accommodate your request.
However, we may not be able to accommodate your request depending on room availability.

If you let us know in advance, we will take your request into consideration.
However, depending on the building structure and vacancy status, we may not be able to meet your request.

If you let us know in advance, we will take your request into consideration.
However, depending on the building structure and vacancy status, we may not be able to meet your request.

Please note that the following plans are not eligible.

• Plan with air ticket
• Plan with JR ticket
• Rental car included plan

Please note that there may be other plans that are excluded from this offer. Thank you for your understanding.
The promo codes that were previously offered without time restrictions to email newsletter subscribers, KAMENOI HOTEL MEMBERS members, and members stamp card holders have been discontinued as of May 28, 2025.

This applies to all hotels except for the following:

• 八ヶ岳高原リゾート（旧：AMBIENT 八ヶ岳コテージ）
• AZUMINO KOGEN RESORT (former: Izumigo, Ambient Azumino / Izumigo, Ambient Azumino Cottage)
• TATESHINA LAKE RESORT
• 清里高原リゾート（旧：清里高原ホテル）
• 鳥羽オーシャンリゾート オールインクルーシブホテル（旧：ホテルアルティア鳥羽）
• わんわんパラダイス プレミア 山中湖（旧：Wan's Resort 山中湖）
• わんわんパラダイス プレミア 伊豆高原（旧：Wan's Resort 城ヶ崎海岸）
• わんわんパラダイス 八ヶ岳（旧：八ヶ岳わんわんパラダイスコテージ）
• わんわんパラダイス 安曇野（旧：安曇野わんわんパラダイスコテージ）
• わんわんパラダイス 蓼科（旧：蓼科わんわんパラダイスコテージ）
• わんわんパラダイス 高山（旧：高山わんわんパラダイスホテル＆コテージ）
• わんわんパラダイス 伊豆高原（旧：伊豆高原わんわんパラダイスホテル＆コテージ）
• わんわんパラダイス 鳥羽（旧：鳥羽わんわんパラダイスホテル）
• わんわんパラダイス 浜名湖（旧：浜名湖わんわんパラダイスホテル）
• わんわんパラダイス 松阪（旧：松阪わんわんパラダイス 森のホテルスメール）
• わんわんパラダイス プレミア 南紀白浜（旧：南紀白浜わんわんパラダイス）
• Phoenix Seagaia Ocean Tower
• Seagaia Forest Condominiums
• Seagaia Forest Cottages
• Yatsugatake Kogen Lodge

The promo codes that were previously offered without time restrictions to email newsletter subscribers, KAMENOI HOTEL MEMBERS members, and members stamp card holders have been discontinued as of May 28, 2025.

In accordance with the law, when foreign nationals who do not have an address in Japan stay at our hotel, in addition to providing their name, address, and occupation, they are required to provide their nationality and passport number. We will also require them to present their passport and make a copy of it.

As a general rule, you will only be able to enter your room after check-in.
If you arrive before check-in (during front desk hours), we will hold your luggage for you at the front desk.
If you wish to enter your room before check-in, this may be possible for an additional fee.
Please check with the hotel in advance.

Depending on room availability, this may be possible, but an additional fee will apply. If you wish to use this service, please consult with the front desk staff after check-in.

Some hotels lock their entrances at night, and check-in times and procedures vary by hotel. If you wish to check in at night, please contact the hotel in advance.

If minors (under 18 years old) are staying alone, a consent form from a guardian is required. If multiple people are staying, a consent form is required for all guests.
Please download the "Consent Form for Accommodation of Minors" below, have your parent/guardian complete it, and submit it to the front desk upon check-in.

PDF version / PNG version

*Please note that MyCUBE by MYSTAYS Asakusa Kuramae does not accept children under 12 years of age.

Entry to the rooms is restricted to hotel guests only. Please use the lobby or other designated areas for visits.

This varies by hotel. Please refer to Access on each hotel's page or contact the hotel where you made your reservation.

This varies by hotel. Please refer to the individual hotel's page or contact the hotel where you made your reservation.

Unfortunately, we do not accept reservations or arrangements. We apologize for the inconvenience, but please make your own arrangements.

This varies depending on the hotel and the plan you choose. For details, please contact the hotel where you made your reservation.

You can Access the reservation confirmation screen via the link in the "Reservation Confirmation Email" sent to you at the time of booking, and download the receipt in PDF format from the "Download Receipt" button.
Please note that downloads will be available from midnight on the checkout date.

If you make a reservation through a travel agency or hotel booking website with advance payment, the agency will generally issue the receipt, and therefore the hotel cannot issue an invoice or receipt.
If you require a receipt that complies with the Japanese domestic invoice requirements, please make your reservation through ICONIA HOSPITALITY official website and use the online receipt service.

In order to comply with the invoice system, only one receipt will be issued per payment/transaction (accounting). We are unable to issue receipts for splitting the accommodation fee for one room per night, or receipts for only a portion of the accommodation fee.

■Examples of cases where split issuance is not possible
✕ Divide the transaction amount of 16,000 yen per night per room into 10,000 yen and 6,000 yen.
✕ The transaction amount of 16,000 yen per night per room will be split into two parts, with only 10,000 yen being allocated.
✕ Multiple people staying in the same room, and dividing the room among the guests.
✕ When paying for multiple rooms at once using a credit card, the payment will be split for each room.
✕ Split the revenue from package deals, such as breakfast-inclusive plans, into ancillary sales and accommodation charges.

■Examples of cases where split issuance is possible
*However, if you pay by credit card or other means, you will need to make separate payments for each amount on the receipts that you wish to split.
○ When the first night costs 10,000 yen and the second night costs 16,000 yen, separate receipts will be issued for each day.
○ When the first night costs 10,000 yen and the second night costs 16,000 yen, a single receipt will be issued with a detailed breakdown of the charges by date.
○ Issue separate receipts for incidental sales such as parking fees and for accommodation charges.

We accept cash or the following credit cards.
VISA, American Express, MasterCard, Diners Club, JCB
For payment methods other than those listed, please check with each hotel.

This is a special-purpose tax levied on hotel stays in taxable areas, based on the accommodation fee. The amount of the accommodation tax varies depending on the area where you stay.

Hokkaido (excluding Sapporo, Asahikawa, and Hakodate)

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	300 yen (including 100 yen incl. Hokkaido Accommodation Tax)
20,000 to less than 50,000 yen	400 yen (including 200 yen incl. Hokkaido Accommodation Tax)
Over 50,000 yen	1,000 yen (including 500 yen incl. Hokkaido Accommodation Tax)

Sapporo City

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	300 yen (including 100 yen incl. Hokkaido Accommodation Tax)
20,000 to less than 50,000 yen	400 yen (including 200 yen incl. Hokkaido Accommodation Tax)
Over 50,000 yen	1,000 yen (including 500 yen incl. Hokkaido Accommodation Tax)

Hakodate City

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	200 yen (including 100 yen incl. Hokkaido Accommodation Tax)
20,000 to less than 50,000 yen	400 yen (including 200 yen incl. Hokkaido Accommodation Tax)
50,000 to less than 100,000 yen	1,000 yen (including 500 yen incl. Hokkaido Accommodation Tax)
Over 100,000 yen	2,500 yen (including 500 yen incl. Hokkaido Accommodation Tax)

Otaru City and Asahikawa City

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	300 yen (including 100 yen incl. Hokkaido Accommodation Tax)
20,000 to less than 50,000 yen	400 yen (including 200 yen incl. Hokkaido Accommodation Tax)
Over 50,000 yen	700 yen (including 500 yen incl. Hokkaido Accommodation Tax)

Hirosaki City

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Tokyo

Accommodation fee (per person per night)	Tax amount
10,000 to less than 15,000 yen	100 yen
Over 15,000 yen	200 yen

Kanazawa City

Accommodation fee (per person per night)	Tax amount
5,000 to less than 20,000 yen	200 yen
Over 20,000 yen	500 yen

Fujiyoshida City *For stays from April 1, 2027 onwards

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Nagano

Accommodation fee (per person per night)	Tax amount
Over 6,000 yen	200 yen *300 yen from June 2029 onwards

Takayama City

Accommodation fee (per person per night)	Tax amount
Less than 10,000 yen	100 yen
10,000 to less than 30,000 yen	200 yen
Over 30,000 yen	300 yen

Atami-shi

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Toba-shi

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Kyoto City

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	200 yen
20,000 to less than 50,000 yen	500 yen
Over 50,000 yen	1,000 yen

Osaka

Accommodation fee (per person per night)	Tax amount
5,000 to 7,000 yen	200 yen
7,000 to less than 15,000 yen	200 yen
15,000 to less than 20,000 yen	400 yen
Over 20,000 yen	500 yen

Hiroshima

Accommodation fee (per person per night)	Tax amount
Over 6,000 yen	200 yen

Fukuoka Prefecture (excluding Kitakyushu-shi and Fukuoka City)

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Kitakyushu-shi

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen (including 50 yen in prefectural tax)

Fukuoka City

Accommodation fee (per person per night)	Tax amount
Less than 20,000 yen	200 yen (including 50 yen in prefectural tax)
Over 20,000 yen	500 yen (including 50 yen in prefectural tax)

Nagasaki City

Accommodation fee (per person per night)	Tax amount
Less than 10,000 yen	100 yen
10,000 to less than 20,000 yen	200 yen
Over 20,000 yen	500 yen

Kumamoto City

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Miyazaki City

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	200 yen

Okinawa Prefecture (including Ishigaki City) *For stays from February 1, 2027 onwards

Accommodation fee (per person per night)	Tax amount
Regardless of accommodation fee	2% (maximum 2,000 yen)

* The accommodation fee is the room-only rate per person per night, excluding Food, consumption tax, hot spring tax, etc., plus any applicable service charges.

The hot spring tax is levied by prefectures and local governments on guests staying at facilities that include Hot springs, and must be paid separately from the accommodation fee.
Please note that the total price displayed when making an online reservation does not include the hot spring tax.

We accept your request. When sending the item, please include the following information on the shipping label.
1. Name of the person making the reservation (the name registered at the time of reservation)
2. Check-in date
3. If you know, please provide your reservation number.
*Please send it to the hotel front desk so that it arrives on the day of check-in.
*We cannot accept cash on delivery, refrigerated/frozen goods, or food items.
*Front desk hours vary by hotel. Please check the hours and arrange to arrive within those hours.

We accept your request. When sending the item, please include the following information on the shipping label.
1. Name of the person making the reservation (the name registered at the time of reservation)
2. Check-in date
3. If you know, please provide your reservation number.
*Please send the package to the hotel front desk as the recipient, specifying that it should arrive during your stay.
*We cannot accept cash on delivery, COD, or orders for refrigerated/frozen goods or food items.
*Front desk hours vary by hotel. Please check the hours and arrange to arrive within those hours.

We can keep it for you for a few days.
*We cannot accept valuables, fragile items, or refrigerated/frozen goods for storage.
*Depending on the amount of luggage, we may not be able to accept it.

We can store your luggage during our business hours on the day of your arrival. Please ask our front desk staff.
*We cannot accept valuables, fragile items, or refrigerated/frozen goods for storage.

Why not try a ninja experience at the "Shuriken Dojo Shinjuku Ninja Karakuri Yashiki"?
This amusement facility offers fun for both children and adults, where you can learn about ninja missions, try throwing shuriken and using swords, watch ninja sword demonstrations, and take commemorative photos.

Official website: http://ninja-trick-house.com/
YouTube: https://www.youtube.com/watch?v=AC6Xyq612wU

Special benefits for guests staying at our hotel group's facilities.
If you present your hotel room key (card key) at the reception of the Ninja Trick House, children under elementary school age will receive a ninja tool (caltrops) as a gift (one per person).

How about strolling through the streets of Asakusa wearing a kimono?
"Tokyo Asakusa Kimono Rental Hanaka" offers a wide selection of cute kimonos and yukatas for rent, making it popular with first-time kimono wearers and tourists from abroad.

Official website: http://asakusa-hanaka.com/
Official Instagram: https://www.instagram.com/asakusa_hanaka/

Special benefits for guests staying at our hotel group's facilities.
If you make a reservation yourself through the official website mentioned above and present your hotel key card at check-in, you will receive a 5% discount. (Valid only during your stay.)

Why not experience the Asakusa breeze in a rickshaw?
At "Ebisuya," a stylish rickshaw driver will guide you to spots that aren't listed in guidebooks or on information websites.

Official website: http://ebisuya.com/branch/kaminarimon/

Special benefits for guests staying at our hotel group's facilities.
Present the discount coupon below to the rickshaw driver (printed or displayed on screen) to receive a 10% discount. (Valid only during your stay.)
*Advance reservations are recommended. Please make your reservation yourself through our official website.
*While there are several other rickshaw companies, this discount is only available with "Ebisuya (Asakusa branch)".

<Click here for discount coupons>
http://ebisuya.com/wordpress/wp-content/uploads/2016/11/hotelmystays.pdf

How about having your picture taken wearing authentic samurai armor, the kind used in movies and TV shows?
At "Samurai Armor Photo Studio," located a 10-minute walk from Shibuya Station, you can choose your favorite suit of armor and wear it to experience what it's like to be a samurai from the Sengoku period.

Official website: http://samurai.bz/
Official Facebook: https://www.facebook.com/samuraiarmorphotostudio

Special benefits for guests staying at our hotel group's facilities.
If you make a reservation yourself through the official website above (please specify that you were referred by ICONIA HOSPITALITY), you will receive the following discounts. (Valid only during your stay.)
• Price per person: 25,000 yen (normally 30,000 yen, a 5,000 yen discount)

<What is included in the price>
Approximately 170 shots will be taken, and all the shooting data will be provided on an SD card.

This bus tour, guided by an English-speaking tour guide, allows you to enjoy both Mt.Fuji and Hakone in one day.
This tour is recommended not only for international visitors to Japan, but also for Japanese people who want to enjoy traveling with people from other countries. A multilingual audio guide system is available on the tour bus.
Supported languages: Chinese, Thai, Indonesian, Italian, French, Spanish, Russian

Course contents:

• Mt.Fuji 5th Station
• Oshino Shinobi no Sato
• Owakudani
• Hakone Ropeway
• Lake Ashi sightseeing boat
• Hakone Shrine (Peace Torii Gate)
• etc.

Official website: FANTASTIC FUJI & HAKONE 1-Day Bus Tour (Click here for details)
https://www.jptours.co.jp/items/81026193

Special benefits for guests staying at our hotel group's facilities.
You will receive a 10% discount when you stay at our hotel.
Please send us your reservation information (hotel name, reservation name, check-in date, check-out date) via the link below to receive a discount coupon code.
https://mystays.zendesk.com/hc/ja/requests/new

*The course content is subject to change.
For more information, please contact JAPAN PANORAMIC TOURS.

This bus tour, guided by an English-speaking tour guide, includes a Tokyo Bay cruise and allows you to enjoy must-see Tokyo attractions in one day.
This is recommended not only for overseas visitors to Japan, but also for Japanese people who want to enjoy traveling with people from other countries.
A multilingual audio guide system is also available on the tour bus.
Supported languages: Chinese, Thai, Indonesian, Italian, French, Spanish, Russian

Course contents:

• Meiji Jingu Shrine
• Imperial Palace
• Sensoji Temple
• Tokyo Skytree® (Observation Deck)
• Odaiba area
• Tokyo Bay Cruise

Official website: AMAZING TOKYO 1-Day Bus Tour (Click here for details)
https://www.jptours.co.jp/items/81025707

Special benefits for guests staying at our hotel group's facilities.
You will receive a 10% discount when you stay at our hotel.
Please send us your reservation information (hotel name, reservation name, check-in date, check-out date) via the link below to receive a discount coupon code.
https://mystays.zendesk.com/hc/ja/requests/new

*The course content is subject to change.
For more information, please contact JAPAN PANORAMIC TOURS.