FAQ

RESERVATIONS AND ACCOMMODATION

Can minors, children under the age of 18, stay by themselves at the hotel?

Minors between the ages of 15 and 18 may stay at the hotel with written consent from their legal guardians.
Please print the form, have it signed by the legal guardian, and bring it with you.

What is the Best Rate Guarantee?

Candeo's Best Rate Guarantee is the promise that we offer the lowest room rates for bookings through our official website, when compared with rates from other booking sites.
We highly recommend booking your stay from this site.
There are several conditions that must be met to qualify for the Best Rate Guarantee, such as same hotel, dates of stay, and plan details. In addition, some exlusions may apply.
Please check here for more details.

Is the cost of bookings on your website per person or per room?

The rates displayed in the search results are per room and include tax, based on the number of guests selected. Additionally, no service charges are applied. However, please note that if the number of guests changes, additional charges may apply.

What should I do if I want to change the schedule and contents of my booking?

You can change a booking via your membership page or via the "Confirm/Change Booking" page that can be found at the top of our official website.
If you receive a message indicating that your booking could not be changed, we ask that you contact the hotel by phone.
There may be situations where we cannot change a booking due to the availability of other rooms. Also, please note that even when selecting the same room type for the same period of time, the price of your updated booking may not be the same as your original booking.

What are the cancellation fees?

The following cancellation fees apply according to your reservation details.

[Reservations up to 9 guests]
Cancellation the day before of stay: 50% of the room charge
Cancellation on the day of stay: 100% of the room charge
100% of room charge if no-show

[Reservations for 10 to 19 guests]
Cancellation 13 days before the stay: 20% of the room charge
Cancellation ７ days before the stay: 50% of the room charge
Cancellation the day before and day of stay: 100% of the room charge
100% of room charge if no-show

[Reservations for more than 20 guests]
Please check the Accommodation Agreement.
* Please note that 100% of the room charge will be charged regardless of the cancellation date when booking with the non-refundable plan.
For details, please check the Accommodation Agreement.

Can I stay with my pet?

We do not allow guests with pets to stay with us. However, if you require the company of a guide dog or service dog, please let us know when you make your reservation.

What are the check-in, check-out times?

Standard check-in is from 15:00, and check-out is by 11:00.

Is it possible to have early check-in and/or late check-out?

<Early check-in>
We will accommodate your request depending on the availability of the room. CLUB CANDEO members are given priority for early check-in.
*Early check-in must be booked in advance and costs an additional JPY2,000(Tax Incl. JPY2,200）per hour per room.
* Please note that we may not be able to accommodate due to room cleaning.

<Late check-out>
Late check-out up to 3 hours will be accepted for an additional charge of JPY2,000 (Tax Incl. JPY2,200) per room per hour.
CLUB CANDEO members can stay an additional 1 hour free of charge until 12:00.
* Please note that it may not be possible to extend the checkout depending on the reservation situation on the day.
* If you stay past 15:00, 100% of the basic room rate will be charged.

How do I settle the payment for my stay?

Payment should be settled at the front desk when you check-in.

Can I pay with credit card?

Yes, we accept VISA, Mastercard, JCB, American Express, Diners Club, UnionPay, and DISCOVER.

GUEST SERVICE

Can you keep my luggage before checking in and/or after checking out?

Yes, we can hold your luggage at the front desk, but only on the day of your check-in and/or check-out. Please note that valuables, fragile items, and foods cannot be stored.

Can I send my luggage ahead of time?

If you wish to send your luggage prior to your check-in date, please contact the hotel in advance. If you do not contact us ahead of time, we may be unable to receive your luggage from the carrier. Please note that valuables, fragile items, and foods cannot be stored.

Is there a laundry service?

There is a coin laundry on site. Please inquire with the front desk for more information.

FACILITIES AND EQUIPMENT

Are any amenities provided in the SkySpa?

Shampoo, conditioner, body soap, toner, moisturizer, makeup cleanser, facial foam, cotton swabs, tissues, cotton wool, hair ties, and hair brushes are provided.

Is WiFi available?

Internet connection service using high-speed wireless LAN (Wi-Fi) is available in all guest rooms free of charge.
Free WI-FI is a best effort service.

Is there a place to store valuables?

We ask that guests manage their own valuables. Please be aware that we are unable to hold any valuable items on your behalf. Further, there is no security box/safe in the guest room.

MEMBERSHIP / MY PAGE

How can I earn points?

◼=NEW= basic points: 1%.
On and after April 5, 2022, there will be a 1% point reward for new reservations made as a member through the official website.

◼Bonus Points
The number and rate of awards will vary depending on specific conditions.
Acquisition conditions and expiration dates are determined on a case-by-case basis, so please check each benefit and offer condition in advance.

◼Stage Bonus
This membership benefit will be awarded according to the stage determined as of June 2 of each year.
BRONZE: 1,000pt / SILVER: 5,000pt / GOLD: 20,000pt / PLATINUM: 40,000pt


Base points and bonus points will be awarded at a predetermined rate (rounded down to the nearest whole number) based on the room charge (excluding tax). Points will be awarded two days after check-out.

The expiration date of each point can be checked on My Page.

How do I redeem points?

The method of redeeming points differs depending on the timing of check-in, so please check in advance.

Reservations for check-in by June 2, 2021
Place of redemption: Front desk
Time of redemption: check-in

Reservations for check-in on or after June 3, 2021
Place of redemption: Official website
Time of redemption: When making a new reservation or modifying your reservation on official website (Login required)
To ensure a smooth process, declaration of reservation upon check-in with regards to making new reservation or modifying reservations is not required.

If you cancel a reservation with points, the points will be refunded, but any points that have expired by the time they are refunded will be expired. Please note that points will be allocated first in case of a cancellation fee.

If you cancel a reservation for which you have redeemed points, the points will be refunded, but any points that have expired by the time they are refunded will be expired.
Please note that points will be applied first in the case of a cancellation fee.

I cannot login.

Due to the system renewal in June 2020, you need to set a new password when you log in to the new site for the first time.

＜How to set a new password＞
If you have forgotten your password, please proceed by clicking on "If you have forgotten your password" on the login page.

If your email address and password are correct but you still can't log in, please try deleting cookies once if you are using an iPhone.
Please try Settings App > Safari > Privacy & Security > "Block All Cookies" and turn it back on.

I haven't received any emails to sign up or reset my password.

If you use an email address from a Japanese mobile phone company such as NTT docomo, au, SoftBank, etc., please check your spam filter. If you set up a domain-specified filter, please add candeo-hotels.com ( with a hyphen between "candeo" and "hotels").
If you did not receive the password reset email, please check your registered email address for any changes in your email address.

If you have changed your email address and you are still receiving emails, please reset your email address to the one you used before. You can change your email address after logging in to My Page. If you can't use your old email address, please contact us.

How do I upgrade my membership stage?

Please refer to the Membership Information page for details on how the membership stage is reflected in the membership program.

When will I receive the benefit coupon for my membership?

The stage bonus will be credited directly to your account by the day after the new stage is determined (June 3).

OTHER

Is it possible to connect game consoles, laptop or electronic devices to the television in the room?

Please kindly refrain from connecting cables with the television as the television might break down.
We seek for your kind cooperation and understanding.

Is there a smoking area?

Yes, there is a smoking area. Please inquire at the front desk when you check-in for the location.

Can I smoke heat-not-burn cigarettes?

It is only allowed in designated areas. (Cannot be used in the non-smoking rooms or non-smoking areas)