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Best Rate

Guarantee

FAQ

RESERVATIONS AND ACCOMMODATION

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?
Bookings are made per room and costs will include Japanese consumption tax. There is no service fees from booking via our website.
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 you accommodate overnight stays for large groups, such as meetings, training, company trips?
Yes, we can accommodate large groups.

For reservations for large groups, please contact us by phone, or email us using the inquiry form.
TEL:+81-92-734-0300
Click here for inquiry form
Can minors (under 18 years) stay by themselves?
We do not allow minors under 18 years of age to stay by themselves.
They must be accompanied by an adult guardian.
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.
* 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 2,000 yen 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

Is WiFi available?
Internet connection service using high-speed wireless LAN (Wi-Fi) is available in all guest rooms free of charge.
What amenities are provided in the guest room?
Please check the Guest Room page for details.
Are there any amenities provided for children?
We apologize for the inconvenience, but amenities for children are not provided.
Are there any items that can be rented?
Please check the Guest Room page for details.
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

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.
Until when can I use my points?
Candeo point privileges will end on May 31, 2021. We kindly ask you to use your points by the end of the date.

From June 2021, we plan to issue coupons that can be used at the time of reservation according to the membership stage. Details will be announced on the official website and via email to members when the details are determined.
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.

With the transition to the new membership program on June 1, 2020, the previous membership stage will be maintained until May 2021, and there will be no upgrade for one year.

The period for calculating usage will begin on June 1, 2020, so one year later, in June 2021, the membership stage will change based on the amount of annual usage. One of the benefits, coupons in accordance with the membership stage, will be issued from June 2021 onwards, starting with the new membership stage. Until then, you can use your current points.
When will I receive the benefit coupon for my membership?
Coupons will be issued after the new stage is confirmed in June 2021. Please note that coupons will not be issued until then.

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

OTHER

How do I get to the hotel?
Please check the Access page for details.
Is parking available?
Please use the nearby commercial parking lots. For a list of nearby parking lots, please refer to the information on the Accesspage.
Is there a restaurant within the hotel?
No, we do not offer any meal services, including breakfast.
Are there smoking rooms available?
Yes, please check the Reservations page for availabilities.
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 smoking rooms or smoking areas)