CANDEO HOTELS | FAQ

FAQ

FAQ

Can you prepare extra bed in the room?
Unfortunately, hotel is unable to prepare any extra bed. Some properties have rooms with sofa bed. Please visit individual hotel webpage for more information.
Can children stay for free?
Up to 1 child 11 years old and below can stay for free for Double and Queen rooms. Up to 2 children 11 years old and below can stay for free for King and Twin rooms.※ For THE SINGULARI HOTEL & SKYSPA AT UNIVERSAL STUDIOS JAPAN™, 6 years old and above is considered as adult.
Are pets allowed?
Pets are not allowed in the hotel. For guide dogs, please contact hotel in advance for reservation.
My arrival time is delayed, do i need to contact the hotel?
If your arrival time is either beyond midnight 24:00, or later than 1 hour from stated arrival time, please contact the hotel. Your reservation may be considered as a cancellation and room may be offered to other guests.

About CANDEO HOTELS

What does "CANDEO" means?
CANDEO means "shining brightly" in Latin.
What is 'Skyspa'?
"Skyspa" is a unique facility to Candeo Hotels. It features both outdoor and indoor Japanese bath at the top floor with other spa features such as sauna.※Please note that Ueno Park and The Hakata Terrace properties do not have public baths.For privacy reasons, the windows in some Skyspa are frosted. For details and images, please visit individual property page.
What are your rooms equipped with?
All rooms are equipped with complimentary Wi-Fi. There are also Simmons bed, TV, mini refrigerator, air conditioning and heater and attached washroom with bathtub (some rooms have standing shower facility with toilet).
What kind of breakfast is served at Candeo Hotels?
We offer a rich buffet menu for breakfast featuring Japanese and International dishes. Healthy choices such as rice, bread, soup, vegetables, fruit and desserts is available.

About Online Reservations

What are included in the room charge?
Rates are listed as per room, per night. Tax and service charge included. Please check individual hotel webpage for maximum capacity for each room type.
Can i check my reservation?
Please visit here [https://www.candeohotels.com/en/] and click "check/change reservation" button at the top of the page. Enter confirmation number and e-mail address to view your reservation. If you are unable to do so, please contact the hotel which you have made a reservation at.
After i made my reservation, when will i receive a confirmation email?
Immediately after reservation completion, an automatic email will be sent to the email address provided during your booking process. If you have not received any emails within 30 minutes, please contact the hotel directly.
How do i change my reservation?
If you are a Club Candeo member, please log in before modifying your reservation. You can also visit https://www.candeohotels.com/en/ and click "check/change reservation" button at the top of the page. Enter confirmation number and e-mail address to modify your reservation.Changes are subjected to room availability and prevailing room charges. If you are unable to modify your reservation, please contact the hotel directly.
If rooms are not available on my desired date, is it possible to be placed on a waiting list?
Please contact individual hotel directly via phone.※This service may not be available on certain dates.

About Club Candeo Registration

Where can i apply for Club Candeo Membership?
You can apply here [https://www.candeohotels.com/en/club_candeo/register/]You can also obtain a membership form at the front desk. Membership registration will be completed the day after checkout. You can log in with your e-mail address and temporary password given to you. Please change temporary password after login. As membership points and roulette chances will only apply after registration is completed, we recommend registering online before you make any reservation. 1000 points is granted to every new member.
I do not have immediate plans to make a reservation, can i apply for Club Candeo membership?
Yes, it is possible to register first.
What are the membership charges?
Club Candeo membership is free.
How do i change my membership information?
After login, you can visit 'my page' to change or check your personal particulars.
I am unable to login to my account.
Please contact the hotel via phone or email.
I have not received my membership registration confirmation email.
There may be a delay in email transmission. However after successfully completing your registration, you can login immediately with your email and password to make a reservation.
What are your privacy policies?
Please visit here to view more information on how we handle personal information.

About Club Candeo Membership

How can i accumulate and use my membership points?
Only reservations from our official website are eligible.Reservations from other travel agents are excluded from all Club Candeo benefits.
Where can i get my Club Candeo card?
Once you have been promoted to a new membership stage, you will receive a card at the hotel.※Only silver and above stages are awarded with cards. There is no card for bronze membership.
Can i accumulate points from reservations not made from official website?
Points accumulation is only valid for official website reservations.
What happens to my points if i cancel a reservation?
Your points for this reservation will be forfeited.
When will the newly accumulated points be reflected in my account?
It will be reflected on your account the day after checking out.
When can I submit a review?
Reviews can be posted a day after checking out.
Can I earn points for a corporate reservation?
Club Candeo points as well as Club Candeo benefits are not applicable to corporate bookings. Please reach out to corporate sales for more information on your benefits.
Can I earn points from purchasing either breakfast or Skyspa access? Can I also take part in roulette draw?
Points is awarded for accommodation plans only.
How many winners are selected for the roulette draw?
Winners are not disclosed to public.
I have made a reservation with breakfast included, however I am informed at the front desk that my membership status is now Platinum. As Platinum membership can enjoy breakfast for free, can i get cash back for breakfast fee?
Unfortunately, we are unable to process any refund for breakfast.
I have forgotten my account password.
On the login page, please click on the link provided for temporary password.
What should I do if I have lost my membership card?
Please inform front desk. There is a charge of 300 yen to issue a new card.