Accommodations

What are the check in and check out times?
Regular check in begins at 3:00pm, while check out is until 11:00am.
Can I check in early?
Checking in early is only available to those who have made a reservation to do so in advance.
An additional fee of 2,000 yen per hour early will be charged, with check in allowed up to a maximum of two hours early.
Club Candeo members can check in an hour early from 2:00pm free of charge.
Can I check out later?
If you check out by 2:00pm, you will be charged an additional fee of 2,000 yen per hour late.
Please not that we may not be able to extend your check out time depending on the number of room reservations on the day.
If you check out later than 3:00pm, you will be charged for an additional full night's stay.
* Club Candeo members can check out up to an hour later at 12:00pm free of charge.

Traveling with Children

Can I share a bed with my child?
Up to 2 children under 11 years of age can share beds free of charge. (The cost for the breakfast buffet will be charged separately.)
Please note that children 12 years of age an older will be treated the same as an adult.
*For children attending Japanese schools, you can share a bed free of charge with them until they graduate elementary school.
Do you have amenities for children?
We offer children's room wear (which can also be used as pajamas), face towels, toothbrushes and slippers free of charge. Please let the front desk know if you would like to use these amenities.
* Children's room wear is only available in one size (130cm).
Does the hotel provide hot water to warm up milk?
Please use the kettle in your room. If you have any other requests, we will do our best to assist you.
Please feel free to contact the front desk.

Guest Rooms

Is there internet service available?
Free high-speed wireless LAN (Wi-Fi) is available in all guest rooms.
Do you have non-smoking rooms?
All of the hotel's guest rooms are non-smoking. Please visit the hotel's designated smoking space if you wish to smoke.
Do guest rooms include a refrigerator?
There is an empty refrigerator in every room.
Is there a safe (security box) in the guest rooms?
The guest rooms do not include safes, and we can not hold valuables at the front desk,
so we ask our guests to either refrain from bringing valuables or manage such items themselves.
Do you have Japanese style rooms?
All of our guest rooms are Western style.

Hotel Facilities

Is there a public bath?
A public bath is located on the top floor of the hotel. Men's baths include an open-air bath, indoor bath, dry sauna and water bath. 
Women's baths include an open-air bath, indoor bath and steam room. 
Admission free for hotel guests.
Do you have meeting rooms?
No, we do not. If you wish to meet someone who is not staying, please use the lobby.
We only allow guests staying at Candeo Hotels Kobe Torroad on guest room floor and inside guest rooms, 
please refrain from meeting inside guest rooms.
Do you have a business center?
The hotel does not have a business center.
Is there a restaurant in the hotel?
There are no restaurants within the hotel besides our breakfast space.
Can I send and receive faxes?
The hotel does not send or receive faxes for guests.

SkySpa (Public Bath)

What are the spa hours?
The spa is open from 3:00pm until 11:00am the next day.
Are there any restrictions I should be aware of?
There are no restrictions for the age of customers who can enter the SkySpa. 
For infants and small children, please be sure to properly watch over your children in this space.
Is there a sauna?
The men's bath features a dry sauna, while the women's bath includes a steam room.
These are available for use from 3:00pm-2:00am on the following day, and from 6:00am-3:00pm.
* The facilities cannot be used between 2:00am-6:00am.

Other Questions

How can I pay for my stay?
We ask for payment at the time of check in.
Is there a cancellation fee?
The following fees are charged depending on the content of the cancellation.
【Reservations for 10 people or less】
Cancellation after 6:00pm on the day of your stay - 50% of the room rate
Cancellation after 10:00pm on the day of your stay - 100% of the room rate
In the event of no-show - 100% of the room rate

【Reservations for 11 or more people】
Cancellation 2 days before your stay - 20% of the room rate
Cancellation on the day before or day of your stay - 100% of the room rate
In the event of no-show - 100% of the room rate

* Please be aware that when cancelling a non-refundable plan, you will be charged a cancellation fee of 100% of the room rate, regardless of the date on which you cancel your reservation.
Can I pay via credit card?
We accept major credit cards, including VISA and JCB.
Can the hotel watch my luggage before check in or after check out?
We can store your luggage only on your day of check in and check out.
* Please note that we cannot store guests' valuables or raw food items.
Can pets stay in guest rooms?
Unfortunately, pets are prohibited in our hotel. Sorry for the inconvenience caused.
If you have a guide dog or service dog, please let us know when placing your reservation so that we can inform you about related procedures.

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