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Q. When booking online, how far in advance can the reservation be made?
A. No longer than four months in advance including the month in which you make a reservation. However, the accommodation price may change depending on the season and the day of the week.
Q. When can we check in?
A. You can check in any time before 24:00. Please note that the reservation will be cancelled automatically after 24:00. Please contact the hotel if you cannot arrive before the scheduled time.
Q. How do you calculate the fee after cancellation ?
A. Generally the cancellation fee will be charged after 15:00 on the arrival date (Excluding Groups). Please note that you cannot check in if you arrive at the hotel after 24:00.
Q. Is there a discounted rate for students?
A. The student discount applies to junior and senior high schools, colleges, vocational schools and undergraduate students including students of departments, institutes and vocational schools in correspondence colleges. This does not apply to self-study students (students designated by their companies), guest students, make-up schools, culture school students (English conversation, computers etc.), primary school students and kindergarten students.
Please show your student ID card when you check in. If you cannot show your graduate certificate or student card because you have lost it or forgot to bring it with you, you receive no discounted rate. The rate only applies to the individual who can show the ID.
Q. Do foreign visitors need to show a passport?
A. According to the relevant regulations issued by the Ministry of Health, Labor and Welfare, foreign guests without accommodations in Japan should check in with their passport. Regardless of who reserves the room, all foreign guests are required to display their passports upon check-in. Thank you for your cooperation and assistance.
Q. What kind of credit cards can we use?
A. You can use VISA, JCB, AMEX, and MasterCard.
Q. For rooms booked on-line, how early should the cancelation be made?
A. In principle, you should cancel on-line by 17:00 the day before you check-in. However, you can contact us by telephone as well.
Q. Why is it that you have rooms for 3 guests on your website, but they are not showing up for on-line booking?
A. Due to system constraints, most of our hotels can only accept bookings for those rooms by phone.
Q. Can two adults and two children use the same suite?
A. The regulation is different depending on the specific location. We apologize for the inconvenience, but please contact the hotel for information regarding bookings for more than 3 guests.
Q. What if the line is busy?
A. If the line is busy, please redial later. If you continue to have difficulty contacting us, please book online.
Q. Can a special sleeping pillow be booked?
A. We are sorry that quantities are limited, so they are available on a first come-first served basis.
Q. Can the room be booked through the customer service department?
A. Sorry, the customer service department does not handle hotel bookings
Q. What if I forget the password of my on-line reservation?
A. There is a web page for obtaining a lost password. You can retrieve your password there.
Q. What if I cannot login?
A. If there is a problem logging in, please double check all input data.
Q. What if the website is not properly displayed on my cell phone?
A. We apologize for the inconvenience. Our company conducts complete testing before publicizing anything on the web, but there are still some types of mobile phones that are supported. Different mobile devices use different technologies for browsing web pages. Browser and terminal software upgrading is not easy. Therefore, when compared with PCs, web site functionality tests can only be performed for a limited number of cell phones.
Q. Why have I not received any E-mail confirmations for my reservation?
A. Please check the configuration for your mail system and make sure that the domain name of superhotel.co.jp. is allowed and not listed as spam.
Q. How can I change the number of days for my reservation from the website?
A. Due to system constraints, that service is unavailable at this time. Please contact the hotel by phone if you need to make any changes to your reservation.
Q. Can I confirm the booking information on the website for the reservation made by the phone or other website?
A. No. Only the reservation and cancellation made through our website can be confirmed on the "my menu" page in our site booking system.
Q.After the reservation is cancelled on the hotel website, the number of guest rooms available has not changed. Was my cancellation not accepted?
A. We apologize for the inconvenience. The cancelled guest room(s) will not be reflected in the system immediately so as to prevent booking errors. Please log out and log back in to the system to see an updated room count. Also, please confirm whether or not the cell phone can browse a PC website. The data from operations on a PC website will often be saved temporarily.
Q. What if the booking is done as a female but it actually came out as a male upon check-in?
A. If you go to a booking page before logging or registering, please be sure that you enter the name and sex correctly. The default sex setting is male in our booking system. The system will display male if you did not change the setting on the booking page, even if you register your information as female afterward. Please note after logging, the name and sex should not be entered again.
Q. Until when is the daily special reservation service through the cell phone available?
A. It is available any time during the day, before midnight.
Q. Is there a fee to use the on-line booking system?
A. Registration for on-line booking is free. You can make a booking and cancellation on-line (PC, phone and cell phone). In addition, members can get special campaign services such as concession cards.
Q. Can P2P software be used from the room's Internet connection?
A. P2P software increases the network load and may cause inconvenience to other customers, so please do not use any P2P software. In addition, recently some of the guests exchanged documents that violate copyright laws and that has caused the hotel to receive a number of warnings from suppliers. If the police come to investigate due to a supplier notification, it will be necessary to provide guest information to police. So please do not use P2P software.
Q. Are there any considerations that need to be made for group reservations?
A. The number of persons considered as group reservation varies from 5 to 10 depending on the hotels. For group reservation, a different cancellation policy is applied. If you cancel the reservation 2-9 days prior to your arrival date, 10% of the first-night room price will be charged for each person. If you cancel one day prior to the arrival date or before 3:00 in the afternoon of the scheduled date, 30% of the first-night room price will be charged for each person. Please note that no money will be returned if you cancel the reservation after 3:00. Thank you for your consideration.
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