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Guarantee

TERMS AND CONDITIONS

for Accommodation Contracts

Article 1 (Scope)

  1. All accommodation bookings and related agreements made between Candeo Hotels ("Candeo Hotels", "we", "us") and a guest ("you") shall be in accordance with the these Terms and Conditions. Any matters not covered in these Terms shall be governed by laws, regulations and generally accepted practices.
  2. In the case that Candeo Hotels form a special agreement with you, notwithstanding the provisions of the preceding paragraph, it will be assumed that this special agreement shall take precedence over the provisions of these Terms to the extent that it does not violate laws, regulations or general practices.

Article 2 (Booking Accommodation)

  1. When booking accommodation at Candeo Hotels, you must provide the following information at the time of booking:
    1. Guest's names
    2. Dates for the days you will stay at the hotel, and the estimated time of arrival
    3. Cost of stay (based in principle on the basic costs stipulated in the Attached Table 1)
    4. Other information we deem necessary
  2. If you request to extend the stay of your booking beyond the date mentioned in Item 2 of the preceding paragraph, it shall be regarded as you creating a new booking at the time of request.

Article 3 (Finalizing a Booking)

  1. You will have successfully booked accommodation at Candeo Hotels after we have accepted your booking request as stipulated in the preceding article. You will not have successfully booked accommodation with us if we do not approve your booking request.
  2. When you have successfully booked accommodation pursuant to the provisions of the preceding paragraph, you will be required to pay a deposit for your accommodation in a manner stipulated by Candeo Hotels. This amount will be within the limits of the basic accommodation charges and must be paid by the date we specify.
  3. The deposit you pay shall be primarily used towards paying the total cost of your accommodation. When cancelling a booking, the deposit will be used for the related cancellation fee specified under Article 6 and Article 18, with any remaining amount being paid back to you as stipulated in Article 12.
  4. If you fail to pay the deposit by the specified date as stipulated in Paragraph 2, Candeo Hotels will deem your booking request invalid. However, this is limited to when we provide you with a specified date until which you must pay the amount of a deposit.

Article 4 (Special Agreements Requiring No Accommodation Deposit)

  1. Notwithstanding the provisions of Paragraph 2 of the preceding article, Candeo Hotels may enter into a special contract requiring no accommodation deposit after the agreement has been made.
  2. In cases when Candeo Hotels has not requested the payment of a deposit as described in Paragraph 2 of the preceding article, or has not specified the date for the payment of a deposit at the time a booking request has been accepted, this will indicate that we have entered a special contract with you as stated in the preceding paragraph.

Article 5 (Refusal of Bookings)

Candeo Hotels may refuse a booking request under any of the following cases:

  1. If a booking request does not conform with the provisions of these Terms.
  2. If the hotel is fully booked and no rooms are available.
  3. If you are recognized as an individual who has acted or attempted to act in a way that is against laws, regulations or public policy.
  4. If you can be clearly detected as carrying an infectious disease.
  5. If you are severely intoxicated or in a similar situation where you are thought to likely significantly inconvenience or cause problems for other guests. This includes both situations where your speech or conduct is expected to create a significant inconvenience for other guests.
  6. If you are recognized as a member of or affiliated with an organized crime group, or a member of any other anti-social force or movement.
  7. If you engage in violence, threats, extortion or coercive demands against our hotel or its employees.
  8. If your requests towards our hotel are deemed to be an unreasonable burden.
  9. If our hotel is unable to provide accommodation due to natural disasters, issues with our facilities, or other unavoidable circumstances.

Article 6 (Authority of a Guest to Cancel a Booking)

  1. You are entitled to cancel a booking you have made by notifying us.
  2. When cancelling a booking in whole or in part due to reasons where you are held liable (excluding when you have yet to pay the deposit amount we have requested by a specified date as stipulated in Article 3, Paragraph 2), you will be required to pay a cancellation fee as provided in the Attached Table No. 2. However, in cases when a special contract has been made as stipulated in Article 4, Paragraph 1, a cancellation fee will only be charged if we inform you that you are required to pay this amount.
  3. If you do not arrive on the day you are checking in by 10pm (or are 2 hours later than the expected time of arrival you have provided to our hotel) without providing advance notice, we will understand this to mean that you have cancelled your stay at our hotel.

Article 7 (Authority of Candeo Hotels to Cancel a Booking)

  1. Candeo Hotels may cancel a booking you have made under any of the following situations:
    1. If you are recognized as an individual who is acting, has acted or attempts to act in a way that is against laws, regulations, public policy or public order.
    2. If you can be clearly detected as carrying an infectious disease.
    3. If your requests towards our hotel are deemed to cause an unreasonable amount of burden.
    4. If our hotel is unable to provide accommodation due to natural disasters or other unavoidable circumstances.
    5. If you do not observe the rules and prohibited actions stated in our hotels (restricted to acts that are related to necessities for fire prevention) such as by smoking in your guest room or by inappropriately using fire safety equipment.
    6. If you are severely intoxicated or in a similar situation where you are thought to likely significantly inconvenience or cause problems for other guests. This includes both situations where your speech or conduct is expected to create a significant inconvenience for other guests.
    7. If you are recognized as a member of or affiliated with an organized crime group, or a member of any other anti-social force or movement.
    8. If you engage in violence, threats, extortion or coercive demands against our hotel or its employees.
  2. When Candeo Hotels cancels a booking in accordance with the provisions of the preceding paragraph, we will not be entitled to charge you for any services you have yet to use or receive. However, please note that you will be understood to have used your guest room and our accommodation upon checking in.

Article 8 (Registration)

  1. You must register the following information at the front desk of the hotel on the day you check-in:
    1. Name, age, sex, address and occupation of all guests
    2. Your nationality, passport number, and place and date of entry in Japan if you are a foreign visitor
    3. The day and time you will check-out
    4. Other information we deem necessary
  2. If you intend to pay the the cost of your accommodation as stipulated in Article 12 with traveler's cheques, accommodation vouchers, or credit cards or other payment methods that convert from a foreign currency to Japanese yen (JPY), this will need to be presented at the time of registration stipulated in the preceding paragraph.

Article 9 (Availability to Use of Guest Room)

  1. When staying for one night, you are able to use your guest room in our hotel from 3pm to 10am of the following morning. When staying for multiple nights continuously, you have all day access to your room outside of the days you arrive and depart.
  2. Candeo Hotels, regardless of the provisions of the preceding paragraph, may allow you to stay in your guest room beyond the time stated in the preceding paragraph. In these situations, an extra fee will be charged as stated below:
    (1) 500~2,000 yen per hour extended(Varies by hotel)
    (2) 100% of the accommodation cost when exceeded by 4 hours

Article 10 (Observance of Rules and Regulations)

You must follow all rules and regulations that Candeo Hotels provide within each hotel.

Article 11 (Business Hours)

  1. The business hours for the main facilities at Candeo Hotels is as follows. Any other specific business hours will be provided to you through brochures, pamphlets, service directories inside guest rooms, and notice boards inside the hotel you stay at.
    Front desk: 24 hours
  2. The time provided in the preceding paragraph may be changed in situations that are deemed necessary and unavoidable. In these cases, you will be notified through suitable means.

Article 12 (Payment of Accommodation Costs)

  1. The breakdown and method for calculating accommodation costs that you are required to pay are listed in the Attached Table No. 1.
  2. Accommodation costs as stated in the preceding paragraph must be paid with Japanese currency or through traveler's cheques, hotel vouchers or credit cards that are recognized by the hotel and can be converted into Japanese currency. Payment must be made at the front desk at the time of departure, or when requested by our hotels.
  3. Once a guest room has become available to you and you can use our facilities, you will be required to pay for the accommodation costs. This is regardless of whether or not you voluntarily decide to specifically stay the night as planned within the hotel.

Article 13 (Liabilities of the Hotel)

Candeo Hotels will compensate you accordingly for any damages related to our ability or inability to carry out a booking or other agreements. However, this does not extend to cases where Candeo Hotels is not liable for damages.

Article 14 (Procedure for when a Booking cannot be Fulfilled)

  1. When unable to provide you with a guest room for a booking you have made, Candeo Hotels will arrange for you to be accommodated at a hotel of the equal quality upon receiving your consent.
  2. When Candeo Hotels is unable to arrange other accommodation regardless of the preceding paragraph, we will pay you compensation for the damages you have received and for breaching our agreement with you. However, when the hotel cannot provide accommodation due to causes where we are not held liable, we will not pay for these damages.

Article 15 (Handling of Deposited Items)

Candeo Hotels will not compensate you for any damages relating to the lose, break, or otherwise damage of goods, cash, or valuables, unless this damage is proven to have been caused intentionally or due to negligence from the hotel.

Article 16 (Custody of Baggage and Belongings of the Guest)

  1. When your baggage is brought into the hotel prior to your arrival, Candeo Hotels will be liable to keep it only when we have agreed to such a request. Your baggage shall be handed over to you at the front desk at the time of check-in.
  2. When any baggage or belongings of a guest are left in a guest room after check-out, Candeo Hotels will check to see if the item has an identifiable owner. If so, we will contact the owner and either keep this item in our storage, or send it to a police station to be picked up. However, if no instruction is given by the owner or if the owner of an item cannot be confirmed, we will keep this item in our storage for 7 days including the day it was discovered, and then hand it over to the nearest police station.
  3. The hotel's liability in regards to the preceding two paragraphs on the custody of guest's baggage and belongings will be handled as stipulated in the preceding article for cases stipulated in Paragraph 1.

Article 17 (Liability in regard to Parking)

When using a parking lot offered by the hotel to park your vehicle, regardless of whether the vehicle's key has been deposited with our hotel or not, Candeo Hotels is simply offering a space for parking. This does not equate to us having accountability for any vehicle.

Article 18 (Liability of the Guest)

You will be responsible to compensate Candeo Hotels for any damages you cause through intentional or negligent acts.
Attached Table No. 1: Breakdown of Accommodation Costs (related to Article 2, Paragraph 1, and Article 12, Paragraph 1)

Total amount to be paid by guest Accommodation Charges
Consumption Tax, Accommodation Tax

(Notes)

  1. Basic room rates depend on the price list provided at the front desk.
  2. Should the taxation laws be revised, the revisions shall become effective.

Attached Table No. 2: Cancellation Fees (related to Article 6, Paragraph 2)

No Show Check-in Day 1 Day Prior to Check-in 7 Days Prior to Check-in 13 Days Prior to Check-in
1-9 people 100% 100% 50% - -
10-19 people 100% 100% 100% 50% 20%
20-29 people 100% 100% 100% 100% 50%
More than 30 people 100% 100% 100% 100% 80%

(Notes)

  1. Table No.2 shows the calculation of cancellation fee as a percentage of the accommodation charges when the reservation had been made.
  2. The amount of the cancellation fee is calculated by multiplying the total amount of the accommodation charges for each cancelled room by the percentage rate in Table No.2, which is determined based on the point of date/time when the cancellation was made.

Terms of Use

For the comfort and safety of all our guests, we ask that you observe the following Terms of Use in accordance with Article 10 of the Terms and Conditions for Accommodation. If you are unable to observe these following Terms of Use, you will be denied use of Candeo Hotels' accommodation and other facilities in accordance with Article 7 of the Terms and Conditions for Accommodation. Furthermore, we ask that you take necessary caution to observe these rules as you will be liable for any damages that may arise from not adhering to these Terms.

1. The Use of Guest Rooms

(1) Check the emergency evacuation map that is displayed on the door of each guest room to ensure your safety in the case of emergency.
(2) Do not allow anyone other that the guests you have specified from using your accommodation.
(3) Be aware that persons under the age of 18 are not allowed to stay alone at Candeo Hotels. Furthermore, refrain from any acts that relate to impeded judgement, drug use, alcohol etc., that in turn, inconvenience or jeopardize the safety of our other guests.
(4) Please note that even if staying at the hotel for an extended period, this cannot be claimed as legal residency.
(5) If you are a CLUB CANDEO member and fail to observe the rules set out in both these Terms and the Terms and Conditions for Accommodation, your membership will be revoked and you will no longer be able to use the services offered by Candeo Hotels.

2. Room Key Card

(1) Ensure to lock your guest room each time you go out during your stay.
(2) Ensure the door latch (door security guard) is closed when you are in your guest room, particularly before sleeping.
(3) Please be aware that you will be charged 3,000~10,000 yen(Varies by type) if you lose your room key.

3. Visitors

(1) Meet with any visitors in the hotel lobby.
(2) Whenever there is a knock on your door, open the door with the door latch still attached to confirm who the person is.

4. Inside Guest Rooms

(1) Do not light any fires or candles for heating or cooking purposes in your guest room or hallway without receiving our permission. Cooking inside your hotel room is strictly prohibited.
(2) Do not smoke in areas that are prone to fires such as on a bed.
(3) Smoking in the hotel is strictly prohibited except in smoking areas.
(4) Do not use guest rooms as an office, for business purposes, for parties, or for any other purpose than as accommodation without our permission.
(5) Do not move, modify, or otherwise change the furnishing and equipment in guest rooms without our permission.
(6) Do not take any furnishings or equipment from inside a guest room to outside the room.
(7) Do not place anything outside the window that will damage the exterior of the hotel.

5. Valuables

Be sure to hold onto any valuables and expensive items to ensure their safety.

6. Storage of Items

Any items that are given to the hotel to be looked after can be held for up to 7 days. If not collected within these 7 days, it will be understood that you have given up ownership of this item, and the hotel will no longer be responsible for this item. Please note that you can not object to this judgement.

7. Lost Property

Candeo Hotels will hold onto an lost property for up to 7 days including the day of discovery. After this period, it will be handed to a local police station.

8. Use of Parking Lots

(1) When using a parking lot that is apart of Candeo Hotels, please follow the instructions given by the hotel staff.
(2) Do not leave valuables or other items in a parked vehicle. Candeo Hotels will not be responsible for the loss or theft of any items while a car is parked.
(3) Please note that hotel staff cannot drive or move your vehicle for you.

9. Payment

(1) Payment for accommodation can be made in cash, or through coupons, traveler's cheques, hotel vouchers, credit cards or other payment options that are accepted at our hotels.
(2) When making purchases outside the cost of your accommodation, you will either have until the end of a specified period to pay this amount or you will be charged directly for payment of this amount.

10. Breakfast Vouchers

Refunds cannot be given for unused breakfast tickets and vouchers.

11. Special Offer & Discount Vouchers

Refunds cannot be given for special offer or discount vouchers.

12. Disruptive Behavior in the Hotel

Do not bring any of the following items or conduct any of the following actions in the hotel that causes disruption to other guests.
(1) Bringing in the following items

  1. ① Dogs, cats, small birds, and other pets (except assistance dogs)
  2. ② Combustible items, flammable items, poisonous items, and items that give off offensive odors
  3. ③ Items that are outside of what would be considered common sense
  4. ④ Types of guns or swords that are against the law
  5. ⑤ Other items prohibited by law

(2) Gambling, intimidating behavior, behavior that disturbs others, or behavior that causes extreme discomfort or disruption to other guests
(3) Entering the hotel wearing roller skates, roller blades, or Japanese geta or setta sandals.
(4) Movment of furniture or equipment, or the use of these beyond their normal purpose.
(5) Distribution of advertising materials, sale of goods, and solicitation
(6) Ordering food delivery from outside the hotel
(7) Use of public baths for those who are drunk or have tattoos
(8) Taking food and drinks from the breakfast restaurant outside of the restaurant (Food must be eaten at designated breakfast location)
(9) Taking photos that disrupt or inconvenience other guests within the hotel or on the premises

13. We ask for your cooperation in being mindful of our resources by saving electricity and water.