常見問題

Do you have the shuttle bus service from the station to your hotel ?
Since our hotel is located in a secluded area at the foot of a mountain, it is rather far from any train stations.
complimentary shuttle bus service is convenient.

Shuttle Bus available to the Hotel :
A complimentary shuttle bus operates from the "Tobu NIKKO sta." or "JR NIKKO sta." or "world Heritage area".
Hours of Operation(PM2:00 - PM7:00)

Shuttle Bus available to each Station or World Heritage area:
A complimentary shuttle bus operates from the Hotel.
Scheduled Bus(AM9:00, AM10:00, AM11:00)
- approx 20 minutes to the station
How do we catch the shuttle bus?
Shuttle bus Request

Contact by phone. We accept from PM2:00 until PM7:00.
- Please call us when you get to the station.
- When using the shuttle bus from "world Heritage area", Please tell us the "public bus stop number" by phone.
- waiting time is approx 20-minutes at the station,
- waiting time is approx 10-minutes at the world heritage area.
+phone number: 0288-53-3200(japan internal)
+phone number: +81-288-53-3200(international)

Contact by email. You should contact us in advance(previous day).
- Reservation is requested by the previous day.
- Please fill in email an appointed place and a meeting time.
email to: info@hotel-tokugawa.com

If you can't contact us.
- There is a "TOURIST ASSOCIATION" in each station. Please consult with them. They should help you.
- TOURIST ASSOCIATION(Business hours are until PM5:00)
Shuttle bus service(Hour of operation: from PM2:00 - to PM7:00)
If we arrive outside regular hours of shuttle bus service.
Shuttle bus service(Hour of operation: from PM2:00 - to PM7:00)
If you arrive outside regular hours of shuttle bus service.

We suggest three ways.

1. Luggage delivery service is very convenient. It will carry your luggage from the station to the hotel.(*1)
2. There is a coin-locker in the station. Please leave your luggage in the coin-locker.
3. Other ways than that please use a taxi. There is a taxi stand front the station.

If you left your baggage at the hotel or coin-locker. You can enjoy sightseeing.
When you finished sightseeing, please use the hotel shuttle bus service.

We have shuttle bus service to Hotel from "world Heritage area" or each station pick you up after your call.
When using the shuttle bus from "world Heritage area", meet up is convenient in front of the public bus stop.
Please tell us the "bus stop number" by phone.

+phone number: 0288-53-3200(japan internal)
+phone number: +81-288-53-3200(international)

(*1) Luggage delivery service
Please, visit the link below for further details.
http://www.jnto.go.jp/hands-free-travel/
It accept in the "Hands-Free Travel Counters(Yamato Transport Co., Ltd)" in the Tobu Nikko Sta.
- Business hours are from AM9:00 to PM12:00
What your address and telephone number?
Okunoin Hotel Tokugawa can be contacted at:

(zip code) 321-1415
2204 Nikko Nikko City, Tochigi Prefecture

TEL:+81-(0)288-53-3200
FAX:+81-(0)288-53-4900

Email: info@hotel-tokugawa.com
When can I check in to the hotel?
You can check in from PM3:00 to PM7:00.

If you arrive earlier, you can store your baggage in the hotel's reception until your room is ready.
If the room has been cleaned and is ready before PM3:00(PM2:00 at the earliest), you may have access to the room earlier.

NOTE1. Dinner starts at PM6:00 or PM6:30, PM7:00. When the check-in is past PM7:00, dinner we will not be able to provide.
NOTE2. If you be arriving late, please contact us as soon as possible.
We will be landing at Narita Airport at 4 pm.
I do not think we will be able to arrive by 7 pm. Would you ever be willing to allow us to check in late?
Yes, you are allowed to check in late but not after PM9:00. 
If you arrived later than PM7:00, dinner will be automatically canceled.

Check-in time is from PM3:00PM to PM7:00.
Reseption desk is business hours are until PM9:00.

When the check-in is past PM7:00, dinner we will not be able to provide and no refund will be given.
But, if you would like to cancel dinner in advance. We will refund dinner cost of the total charge.
NOTE. You should contact us in previous day by phone or email

Kindly observe our reception desk will be closed after PM9:00.
Unfortunately, we are currently unable to entertain any check-in after PM9:00.
You are therefore advised to check-in within the stipulated hours to avoid any unnecessary problems.
Failure to comply with the same may result in your booking being cancelled and no refund will be given.

Thank you for your consideration.
When do I have to check out of the hotel?
The room is yours until 11:00 on your day of departure.
A late check-out is not possible. Due of the high occupancy.
Which credit cards can I use?
You can pay with the credit cards ; Visa, Mastercard, Amex, Diners, JCB, union pay.
What is the cancellation policy?
Reservations cancelled less than 7 days before the date of arrival will incur the following charges.
8 day in advance: no charge
7 day in advance: 10% of Hotel charge
3 day in advance: 30% of Hotel charge
1 day in advance: 50% of Hotel charge
No show: 100% of Hotel charge
Please can you advise what is the best way to get to the Nikko from Tokyo and Airport?
Please refer to our Hotel web site.
http://www.hotel-tokugawa.com/e/access.html
Is there a parking lot?
Free valet parking is available.
Is there a convenience store nearby?
The nearest convenience store is located 15minutes walk from the hotel.
And there is a few street lights on the way between,
so it will be quite dark after sunset time.

Therefore, we recommend you to finish your shopping before arriving at the hotel.
Our booking says half board - what food does the booking include?
Includes dinner and breakfast [one night and two meals per day].
Dinner
#kaiseki-style traditional Japanese meal brought in courses
Breakfast:
#Japanese-style Japanese set meal
#Breakfast is also possible change the western style in the advanced request.
What time will the dinner start?
We have three times for serving Dinner (18:00 or 18:30, 19:00). We will ask it when you check-in. Therefore, we recommend you to arrive before 18:00 preferably. In case of arriving after 19:00, we won't be able to serve your dinner even you would have reserved it.
Moreover, there will be no refund for a dinner cancellation caused by late arrival.
Can you serve dinner and breakfast in the room?
No. Dinner will be served at Dining Restaurant or guest room (can't choose). Breakfast will be served at Dining Restaurant.
If we stay more than 2 nights, will the dinner menus change?
We are able to arrange different dinner menus on each day up to 3-nights.
Do you have a special menu for ”Vegetarian” ”Gluten-free” “Dairy-free"?
Dietary options:
We have a special menu for” Vegetarian”, “Gluten-free", "Dairy-free".
NOTE:
If you want to this request, please contact us in advance at the following address. Reservation is requested by the previous day (reservation by email is accepted).
info@hotel-tokugawa.com
Are there allergy meals available?
Please request in advance. We will deal with that as much as possible.
Can people with tattoos stay at your hotel?
"Please refrain from using public bath as our rule. In this case, we will ask people with tattoos to book a guest room with the open-air bath or use the “reservation only charter private open air bath”
How to use the “reservation only charter private open air bath”?
[15:00-23:00] Reservation is required to use the bath room for 45minutes each.
Please make a reservation at the front desk when you check in.
To use, you will be to pay an extra charge.
Do you offer the Lunch?
We do not offer the Lunch.
Is the outdoor bath in the room 100% hot spring water?
Nikko's natural water (GINRYU-SUI) which is gentle to babies and pregnant women is used in The outdoor bath in the room. It is not a hot spring.