December 15, 2019

Frequently Asked Questions

Thank you for booking The Prince Hakone Lake Ashinoko or are considering to reserve our hotel as your stay in Hakone.
Here is Frequently Asked Questions from the guests who have stayed at The Prince Hakone Lake Ashinoko.
If you still got any questions after you read this, please feel free to mail us directly to hakone@princehotels.co.jp .
We are happy to assist you with your stay at The Prince Hakone Lake Ashinoko. 🙂

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

About Reservation

Q1: I can not reserve on your website, why?
A1: The date you have choosen might be full-booking right now.
Choose another date to check if is available or contact us for more information.

Q2: I want to reserve rooms for a group!
A2: Please contact our reservation team (hakone@princehotels.co.jp) to arrange the accommodation.

Q3: I will drive to your hotel, do I need to reserve parking space? Is there any extra charge?
A3: No, you do not need to reserve a parking space, and it is free for staying guests.

Q4:Does package include meals? Do I need to reserve breakfast / dinner / lunch?
A4: Depend on the package you reserved, some of them are include breakfast and dinner; lunch will be extra charge.
For breakfast: NO, you do not have to reserve. If your reservation does not include breakfast, you can just go to the restaurant you like and pay there.
For dinner: YES, you need to reserve. Please mail our staff to reserve or reserve when you check-in.
For lunch: Normally, you do not need to reserve. But contact us in advance if…(1) You are a big group (2)During the consecutive holidays .

Q5: I am a vegetarian, do your restaurants offer vegetarian meals?
A5: Yes, we offer vegetarian meals, but you need to inform us in advance.
And it will be very helpful if you can tell our staff what you can eat or not in the mail or phone call.

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

About Guest Room

Q1: If I would like to have a lake / Mt. Fuji view in the room, which room type should I reserve?
A1: Please reserve the rooms that are noted with Mt. Fuji view or Lake view.
Garden view room and Double room can NOT see the lake or Mt. Fuji; Superior room can NOT see Mt. Fuji too.
You can also upgrade your room type (extra charge) when you check-in if Mt. Fuji view / Lake view rooms are still available.

Q2: I would like to reserve a Japanese style tatami room!
A2: Sorry that we only have Western style room in The Prince Hakone Lake Ashinoko.
But you can reserve Ryuguden Annex Building or Hakone Yunohana Prince Hotel for Japanese style tatami room.
==>I want to know Ryuguden Annex Building!
==>I want to know Hakone Yunohana Prince Hotel!

Q3: Do you have any private onsen? Or the room with onsen?
A3: We only have public onsen in The Prince Hakone Lake Ashinoko, and also do not have any room with onsen.
But you can find suite rooms with private indoor onsen (3 rooms only) at Ryuguden.
==>Please mail to ryuguden@princehotels.co.jp for more information of Ryuguden or to reserve the suite room.

Q4: If the room I reserved is a Non-smoking room, can I smoke in the balcony?
A4: I am affraid that you can not smoke in the balcony if it is a non-smoking room.
We might ask you to pay for the cleaning fee for furniture, curtain or the other lost if you smoked in the room (include balcony).
Please find the Smoking area to smoke during your stay.
==>Where can I find Smoking area?

Q5: Can I reserve a Twin room for 4 people?
A5: You can reserve a Superior Twin room for 4 guests.
Mt. Fuji view / Lake view / Garden view Twin room can only accommotate up to 2~3 people.

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

About Pick-up Service (Free Shuttle Service)

Q1: Do you offer Pick-up Service everyday? I would like to know the time schedule of your Free Shuttle Service.
A1: Yes, Our shuttle bus runs everyday. But it might stop due to abysmal weather.
From Odawara station: 11:45A.M. / 2:00P.M. / 2:30P.M.* / 4:10P.M. / 4:40P.M.*
From Hotel: 10:30A.M. / 1:00P.M. / 1:30P.M.* / 3:10P.M. / 3:40P.M.*
< Additional schedule : * Saturdays and holidays>

Q2: Do you pick-up at Hakone-Yumoto station?
A2: Sorry that we only pick-up at Odawara station.

Q3: Do I need to reserve Pick-up Service? How can I reserve?
A3: Yes, since the seats is limited,
please contact our staff by e-mail or phone call if you would like to use our Pick-up Service.
Also it will be very helpful to inform us in advance if you will have large/ trunk size suitcase with you.
We might refuse to accept new reservation if shuttle is fully booked.

Q4: I have reserved your Pick-up Service from Odawara station, do I need to reserve back trip shuttle?
A4: Yes, you need to reserve a back trip shuttle if you would like to use.
Please inform our staff before you come here or when you check-in.

Q5: How can I find your shuttle bus?
A5: Our shuttle bus will stop at Odawara station West Exit.
You will found a Samurai statue after you go out from West Exit.
Our shuttle bus will stop in front of the statue, it is a white bus with logo “Prince Hotels” on it.
Please find the driver and tell him your reservation name, then you can get on the shuttle bus.

Q6: The train I took is delayed, can your shuttle bus wait for a second?
A6: Since we share the same bus with Ryuguden Annex Building,
I am affraid that our shuttle bus will departure on time.

Q7: How can I do to get to hotel if I miss the shuttle bus?
A7: If the next shuttle is still available, you can take next bus to come here. (Please confirm with staff in advance)
OR
Take Izu-Hakone Bus goes to Hakone-en that departure from Odawara station East Exit, Bus stop NO.5.
Get off the bus at “Hakone-en” or “The Prince Hakone Lake Ashinoko”.
(It takes about 3 minutes walk from Hakone-en to hotel.)
OR
Take Izu-Hakone Bus / Hakone Tozan Bus to “Moto-Hakone / Hakone Jinja-iriguchi” that departure from Odawara station East Exit,
then transfer to our free shuttle bus from Moto-Hakone.
==> I want to know the timetable for free shuttle bus from Moto-Hakone!

Q8: Can I leave luggage in your free shuttle bus and go to sightseeing?
A8: Sorry that we do not offer luggage deliver service, we need owners to accompany their luggage on the shuttle.
==>What if I want to deliver the luggages to hotel before check-in?

Q9: It is time, but I can not find your shuttle bus. I have waiting from 10 minutes ago, why?
A9: We are sorry for keep you waiting, there might be some unexpectable road condition.
Our staff will contact you if you have leave a phone number when you reserve shuttle;
if not, it will be very kindful if you can mail us to confirm.

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

About Access(Public Transport)

Q1: Can I use Hakone Freepass to get to your hotel?
A1: You can not use Hakone Freepass to get here directly.
You need to transfer into free shuttle bus at Moto-Hakone or
walk 10 minutes from Togendai-ko to Kojiri, then transfer into Izu-Hakone bus that goes to Hakone-en to come here.

Q2: How can I get to your hotel from Moto-Hakone?
A2: You can take free shuttle bus to come to The Prince Hakone Lake Ashinoko.
==>Where can I found free shuttle bus at Moto-Hakone?

Q3: I want to go to Gotemba Premium Outlet!
A3: Take Odakyu Highway Bus route W from Hakone-en to “Gotemba station”,
than transfer into Gotemba Premium Outlet Shuttle Bus (runs every 15 minutes).

Q4: I want to go to Lake Kawaguchi / Fuji Five Lakes / Mt. Fuji, how can I get there? Should I go during my stay in Hakone or…?
A4: Take Odakyu Highway Bus route W from Hakone-en to “Gotemba station”, then transfer into Fujikyu Bus.
==>To see timetable for Fujikyu Bus.
If you have a reservation for dinner at The Prince Hakone Lake Ashinoko,
then we suggest you to go to Lake Kawaguchi / Fuji Five Lakes / Mt. Fuji after you check-out,
or before you check-in if you don’t have a dinner reservation here.

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

About Onsen

Q1: What time does onsen close?
A1: For morning, onsen open from 6:00A.M. to 11:00A.M. (Last entry 10:45A.M.)
For afternoon, open from 1:00P.M. to 11:00P.M. (Last entry 10:45P.M.)

Q2: Do I need to bring towels for onsen?
A2: No, towels are prepared in the onsen.
But if you are going to use onsen in Ryuguden Main Building, please bring towels with you.
(It will be extra charge due to your package)
==>Onsen in Ryugden Main Building??

Q3: I am not a staying guest, can I use your onsen?
A3: I am afraid that our onsen are only available for the staying guests or
the guests have purchased a set plan for lunch and onsen.

Q4: Is there anything that I should be careful when using onsen?
A4: YES, there are some rules for using onsen in Japan,
like you can not wear swimsuit, can not take photos, or the people are tattooed cannot use onsen…
==>I want to know more about it!

Q5: Can I take my baby with me when using onsen?
A5: I am sorry that guests are still using diaper can not use onsen.

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

The Other Questions

Q1: Do your hotel accept Hakone Carry Service?
A1: YES, we do.
If you are sending luggage to Hakone-Yumoto station, please contact us by 10:00A.M. on departure date,
or the company would not come to collect the luggages.
==>To know more about Carry Service.

Q2: Is there any Convenience store nearby?
A2: There are 2 convenience store in Moto-Hakone, LAWSON and 7-11.
You can go there by free shuttle bus. It takes about 40 minutes if you walk.

Q3: Is there any restaurant for dinner or Izakaya around?
A3: There are some restaurants and Izakaya in Moto-Hakone, but most of them are opening irregular.
Please confirm with our staff if you want to having dinner outside.
・Italian Restaurant La Terrazza Ashinoko (5:00P.M.~8:00P.M., close in February)
・Hamburger Steak House / Hanbagu no ie (11:00A.M.~7:30P.M., irregular holiday)
・Izakaya Hakone Yashima (4:30P.M.~10:30P.M., L.O.10:00P.M. Regular Holiday: Tuesday)
・Chinese Restaurant Sankyojizai (11:00A.M.~9:30P.M., irregular holiday)

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –