FAQ

On Reservations and Cancellations

• By when should I notify you if I have to cancel?

  Please let us know by six (6) days before the date of your arrival.

• Will there be a cancellation charge?

  Cancellation charges will come into effect for cancellations occurring five (5) days before the date of check-in.
  Five (5) days prior: 20% of the accommodation fee
  One (1) day prior: 50% of the accommodation fee
  Day of scheduled arrival/No-shows: 100% of the accommodation fee
  Some changes and cancellations may not be possible depending on how the reservation was made.
  If the reservation was not made directly with the hotel, please contact the travel agency that made the arrangements.

• Is it possible to request rooms on the top floors or near the elevators?

  Yes, you may make a request, please consult with us when making your reservation. Please note, we may not always be able to cater to your request, due to the availability of rooms.

• I would like to change/cancel my reservation.

  Some changes and cancellations may not be possible depending on how the reservation was made.
  If the reservation was not made directly with the hotel, please contact the travel agency that made the arrangements.

• I reserved consecutive nights separately. Can I stay in the same room?

  Please let us know in advance. If the rooms you reserved are the same type, we may be able to make arrangements so that you can stay in the same room consecutively.

• If I am staying at different rooms during the course of my stay, do I need to check-out each time?

  Please gather your luggage and return the room key to the reception, and we will make sure your luggage is moved to the next room once it becomes available. Please let the receptionist know at check-in.

• I reserved two rooms; can they be next to each other?

  You can request neighboring rooms. If reserving online, please let us know in the remarks column, or call us in advance. Please note, we may not always be able to cater to your request, due to the availability of rooms.

• If a minor is due to stay unaccompanied in the hotel, is a consent form required?

  We ask parents or guardians to fill out and submit a consent form for unaccompanied minors.

• Do you have any rooms that cater to people with disabilities?

  We have a room with a bathroom and toilet accessible for people in wheelchairs (one Universal Twin Room).
  Click here for further details.

• Do you have any barrier-free rooms?

  We have a room with a bathroom and toilet accessible for people in wheelchairs (one Universal Twin Room).
  Click here for further details.

• Do you have any connecting rooms?

  Unfortunately, we do not have connecting rooms, but we can arrange for rooms that are as nearby as possible.

• What is the accommodation fee if my child sleeps in the same bed as me?

  preschool children are free of charge if they share the bed with their parents. Please let us know when making your reservation. This offer is valid for only one child per room.

• How can I make reservations with Shareholder Complimentary Tickets?

  Shareholder complimentary tickets can only be used if you call the hotel in advance or make online reservations through the official website.
  When you call, please let us know that you wish to use complimentary tickets. If you make an online reservation through the official website, please call us after making the reservation to let us know that you will use complimentary tickets.

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On Guestrooms

• Is there internet access in guestrooms?

  Yes, it is available throughout the building.

• What is included in the amenities, linens, and other equipment?

  [Amenities]
  Bath amenities (organic shampoo, conditioner, body soap), skin care items (makeup remover, facewash, skin lotion, milky lotion), body towel, hair brush, toothbrush, toothpaste, razor, cotton swabs, hair elastic
  
  [Linens]
  Bath towel, face towel, bathrobe, yukata robe (a yukata robe that is fit to go out in), obi belt, geta clogs, mini purse, nightwear
  
  [Equipment]
  Hair dryer, safety deposit box, electric kettle, mini refrigerator, air cleaner equipped with a humidifier, shoe horn
  
  [Other]
  Bottled mineral water, drip coffee, Japanese green tea, teapot, mugs, glasses
  
  List of Sora Niwa Terrace Kyoto equipment and amenities (PDF)
  
  Sora Niwa Terrace Kyoto Hotel embraces the Sustainable Development Goals (SDGs) advocated by the United Nations and has adopted various initiatives to counter social and environmental issues facing the community, such as saving energy and reducing the volume of plastic waste.
  * Amenities in this hotel are made with less plastic since April 1st, 2022, in line with the enactment of the Plastic Resource Circulation Act, and bath amenities and cosmetics are in refillable bottles.
  We also have a wide range of rental items to ensure that you have a pleasant stay with us. Please contact Reception for further details.

• Do you have a laundry service?

  A laundromat and guest laundry services are available.
  The laundromat is on the B1 floor.
  Washing machine: ¥300 per cycle, dryer: ¥100 for 15 minutes
  * Detergent is automatically dispensed.
  With the guest laundry service, items submitted by 9 am will be ready by 6 pm at the earliest on the same day.

• Is it possible to rent a DVD player?

  Yes, these are available free of charge. However, we only have a limited amount, so please request one when making your reservation.

• Do you have cellphone and smartphone chargers?

  Multi-type chargers are available in each room.

• Are air cleaners and humidifiers available?

  Each room is equipped with humidifying air cleaners.

• Is it possible to watch YouTube?

  Yes, you can watch YouTube in all rooms, as well as Netflix if you have your ID number.

• Is it possible to request non-smoking rooms or smoking rooms?

  Smoking is not allowed in any of the rooms. Please use the smoking area located on the B1 floor of the hotel if you wish to smoke.

• What is the maximum number of people that can stay in one room?

  A maximum of two people may stay in one room. (A preschool child may also share the bed with their parents).

• What happens with room cleaning when staying for consecutive nights?

  For guests staying consecutive nights, we offer Eco-Cleaning. To protect the global environment, Eco-Cleaning does not change bed linens (sheets, comforter covers, pillow covers) and room wear.

• Are the bathroom and toilet separate?

  Our rooms are fitted with combined bathrooms which have a large bath tub or shower booth and a toilet. See the [Guestroom] page for examples of room layouts.

• I would like to wear a kimono when going out. Are any kimono-related items available for rent?

  We have kimono hangers and hanger racks, etc., for rent. Also, if you require kimono dressers or hairdressers/make up artists, please let us know when making a reservation.

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On Guestrooms: Children

• Can children stay in the guestrooms?

  Yes, of course. They are free of charge if they share a bed with an adult.
  The Tenkuu (heavenly) open-air bath has a deep (120cm) end, so for their safety, preschool children and children under 140cm tall are not allowed. They are free to use the open-air bath and the shower in the rooms.

• Do you have children's breakfast menus?

  We serve the "Koto no Tamatebako" bento box containing the tastes of Kyoto for breakfast, but unfortunately, we do not have separate bento boxes for children. If you require a breakfast, please order an adult-size bento box.

• Are there any amenities available for children?

  Children's toothbrushes are available. Please request them when making your reservation.

• Do you have any room wear available for children?

  Please remember to bring pajamas and geta clogs as these are not available.

• Are there any children's items available to rent?

  Children's amenity sets (toothbrush), bed guards, potty/toilet seats, diaper pails, baby bottle sterilizers and bed-wetting pads are available. However, we only have a limited supply, so please request the items you need when making your reservation.

• Can we bring our own baby food?

  Yes, of course. We can also heat baby food, please ask the concierge if you require this service.

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On Your Stay and Payment

• What are the check-in and check-out times?

  Check-in is from 3 pm, and check-out is at 11 am.
  (Certain accommodation plans have different check-in and check-out times.)

• Is it possible to check in earlier?

  Yes, if the room has been cleaned. Please check with a staff member.

• Is it possible to check out later?

  It is possible to extend your stay depending on the capacity of the rooms. The extension fee per hour is 2,000 yen for all rooms. If an extension is after 3 p.m., the fee for one night’s stay will be added. Please contact our staff first.

• Can you to take care of my luggage before check-in and after check-out?

  Yes, we can hold your luggage at the reception desk. However, we ask that you take care of valuables yourself.

• Is it possible to have my luggage delivered to the hotel in advance?

  Yes, please send your luggage to the hotel at the following address:
  

  2-324 Inaricho, Kawaramachidori Shijosagaru, Shimogyo-ku, Kyoto 600-8022
  c/o Sora Niwa Terrace Kyoto Reception

  Tel: 075-352-4000
  * Please remember to write down the name of the staying guest and the date of check-in on the delivery slip.

• Is it okay if I arrive at the hotel late?

  If your arrival is substantially delayed or if you are arriving after midnight, please contact our Reservations or the Reception desk.

• Is it possible to have my luggage sent from the hotel?

  Yes, we handle Yamato Transport's TA-Q-BIN. Items can be paid by the sender or the recipient. We also sell cardboard boxes used for this service.

• Do you issue proof-of-overnight-stay certificates?

  Yes, we do issue proof-of-overnight-stay certificates. Please ask at the reception desk.

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On Dining

• Is it possible to use the restaurant?

  Unfortunately, the restaurant is reserved for guests staying at the Sora Niwa Terrace Kyoto Bettei.

• How much is breakfast?

  Breakfast is ¥3,000 per person (including tax and service).

• How is breakfast served?

  The "Koto no Tamatebako" bento boxes filled with the flavors of Kyoto will be handed out near the Reception on the 9th floor, between 7:30 am and 9 am. These come with our rich, dashi-fragrant miso soup made with the chef's hand-made miso paste. Guests who would like to eat breakfast on the Sora Niwa Terrace will be provided with trays upon request.

• Do you have a children's breakfast menu?

  We do not have bento boxes for children. If a breakfast is required, please order the same bento box as adults.

• Can you recommend some restaurants for dinner?

  Please contact our Concierge for excellent restaurants and bars.

• I have certain food allergies and dietary restrictions. Will the breakfast take this into account?

  Unfortunately, we cannot cater to special dietary needs.

• Is room service available?

  Beverages are available between 5 pm and 9 pm (last orders).

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On Hotel Facilities

• Do you have a large, public bath?

  Yes. At the Yasaka no Yu open-air bath on the top floor, you can experience a natural hot bath which is sourced from our spring as you view the natural beauty of Kyoto's Higashiyama. A deep open-air bath (120cm deep) and a silky jacuzzi bath with microbubbles are available, and you can enjoy an extraordinary infinity bath with all of your five senses.
  * For their safety, preschool children and those under 140cm tall are not allowed. * Yasaka no Yu and Niwa no Yu baths on the same floor alternate between men only and women only on a time-basis. Please check with the reception desk for the schedule. * Guests with tattoos are not allowed to enter the baths.

• What time are the public baths open?

  The Tenkuu (heavenly) open-air bath is open from 3 pm to 1 am, and from sunrise to 10 am. Please ask the time of sunrise at the reception desk. Towels are available at the large bath.

• Is it possible to take babies and infants into the large bath?

  The bath is relatively deep (120cm), so preschool children are not allowed. Please use the shower booths or baths in the rooms.

• Do you have a laundry service?

  A laundromat and guest laundry services are available.
  The laundromat is on the B1 floor.
  Washing machine: ¥300 per cycle, dryer: ¥100 for 15 minutes
  * Detergent is automatically dispensed.
  With the guest laundry service, items submitted by 9 am will be ready by 6 pm at the earliest on the same day.

• Is there a microwave available?

  Feel free to use the microwave oven located in the laundry room on the B1 floor.

• Is it okay to wear the clothes provided by the hotel when moving about inside the hotel?

  Please wear the room wear only inside your room. The yukata robes can be worn anywhere outside of the room. Leather-soled geta sandals are also available (adult sizes only).

• Do you have an ice machine?

  Yes, there is one beside the entrance to the Niwa no Yu on the 9th floor.

• What is the Sora Niwa Terrace?

  The Sora Niwa Terrace is a terrace where you can enjoy an extraordinary moment in a footbath while gazing at the Higashiyama mountain range, the Kiyomizu-dera Temple, and other Kyoto sightseeing spots. Welcome drinks are served between 4 pm and 6 pm, and the Sora Niwa Rooftop Bar is open from 7 pm to 9:30 pm. We hope you enjoy these facilities.

• What are the Sora Niwa Terrace hours?

  It is closed between midnight and sunrise for security reasons.

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Miscellaneous

• Do you have a parking lot?

  There is no car parking lot on the hotel premises.
  There are three affiliated parking lots nearby. Please refer to the [Affiliated Parking Map (PDF)].
  All three affiliated parking lots are mechanical and may not fit large-size cars.
  Please contact each partner parking lot directly for parking sizes.　
  When using an affiliated parking lot, please inform the parking lot staff that you are staying at our hotel.
  For other nearby parking lots, please refer to [Nearby Parking Map].

• How do I reach the hotel?

  [Cab]
  Approximately 10-minutes from the central cab stand at Kyoto Station, for about ¥1,200
  
  [Train]
  Take the Kyoto Municipal Subway for Kokusai Kaikan from JR Kyoto station. Change at Shijo station to the Hankyu Kyoto Line for Kyoto Kawaramachi, and then disembark at Kyoto Kawaramachi station. It is a 1-minute walk from Exit No.2.
  With the Keihan Main Line, it is a 4-minute walk from exit No.3 at Gion Shijo station.
  
  [Bus]
  From the bus terminal at JR Kyoto station, all Kyoto City Bus routes from the A2 bus stop and the No.5 bus from the A1 bus stop will bring you here in approximately 15 to 20 minutes. Get off at Shijo-Kawaramachi bus stop, from where it is approximately a 2-minute walk to the hotel.
  
  [By Air, from Airports]
  From Kansai International Airport: take the Haruka JR Kansai International Airport limited express (75-minutes) and get off at JR Kyoto station.
  From Kansai International Airport: take the Airport Limousine Bus (approximately 85-minutes) and get off at Kyoto Station, Hachijo Exit
  From Itami Airport: take the Airport Limousine Bus (approximately 70-minutes) and get off at Shijo Kawaramachi
  From Itami Airport: take the Airport Limousine Bus (approximately 50-minutes) and get off at Kyoto Station, Hachijo Exit
  * Travel times may vary due to traffic conditions, etc.
  
  [By Car]
  Approximately 20 to 30 minutes from the Kyoto Minami interchange when using the Meishin Expressway
  Approximately 20 to 30 minutes from the Kyoto Higashi interchange when using the Meishin Expressway
  * Travel times may vary due to traffic conditions, etc.

• Is it possible to request massages and beauty treatments in the room?

  Yes. Please click here for details on available plans available. You will need to make your reservation in advance.

• Can you arrange for taxis?

  Yes, we can. Please ask at the reception desk.

• What is a bath tax?

  It is a tax applied when using the hot springs in Kyoto. ¥150 will be charged per person for people of junior high school age and older. You will be asked to pay for this with your hotel bill.

• What is an accommodation tax?

  It is a tax applied when staying at accommodation facilities in Kyoto. An amount between ¥200 and ¥1,000 will be charged per person for all persons, including children. You will be asked to pay for this with your hotel bill.

  When your accommodation fee
  is less than ¥20,000:

  tax is ¥200

  When your accommodation fee
  is more than ¥20,000 and less than ¥50,000:

  tax is ¥500

  When your accommodation fee
  is more than ¥50,000:

  tax is ¥1,000

• For Additional Inquiries

  If you have any other inquiries, please enter the details on the form , or call the hotel switchboard (075-352-4000).

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