Frequently asked questions

Sorry, this is self-service.

Check-in is from 15:00 and check-out is until 11:00.

We accept major credit cards, PayPay, and au pay. Payment is by lump sum only.

If you are staying for multiple nights and do not require cleaning during your stay, please let us know in advance when making your reservation and we will provide you with an eco-bag.

Room wear is provided in the rooms.

You can use the hotel facilities, such as the dog run, before check-in and after check-out. We apologize for the inconvenience, but please complete the reception procedure at the front desk in advance.

Smoking is prohibited inside the building, so if you wish to smoke, please use the designated smoking area.

The average yearly temperature is 9°C, and even in summer it is a cool area, staying around 20°C.
However, winters are very cold and snow falls from late November to April, so please dress warmly. Also, if you are driving, please be sure to bring chains or studless tires.

Free Wi-Fi is available throughout the hotel, including the guest rooms, lobby, and restaurant.

If you make changes or cancellations due to your own reasons, change or cancellation fees will be charged at the rates listed below.
If you change your reservation (reduction in the number of people, etc.), you will be charged a change fee similar to the cancellation fee.
・If you cancel between 7 days and 2 days in advance, 20% of the accommodation fee
・If you cancel one day in advance, 50% of the accommodation fee
・If you check out on the day, 70% of the accommodation fee
・If there is no contact on the day, 100% of the accommodation fee will be charged

- Cancellation notice due to natural disasters such as typhoons and earthquakes -
Cancellation fees will not be charged if expressways are closed or public transportation is suspended due to natural disasters. Cancellation fees will be charged if transportation is expected to be suspended.
*If you change the date once, there will be no cancellation fee.

Children aged 0 to 3 years old are considered to be infants, so there is no accommodation fee if they share a bed with their parents.

We provide towels, room wear, toothbrushes, razors, face and hand soap, body soap, shampoo, conditioner, facial cleanser, lotion, milky lotion, cleanser, brush, bath cap, cotton pad set, coffee and tea (packets), milk, sugar, water (500ml), and room snacks.

We provide children's lunches for elementary school and preschool children. If you would like the same meal as adults, please make a reservation as an adult.

There are no particular dress code restrictions, however, please refrain from wearing room wear or yukata.

The restaurant is not open for lunch.

The menu will change each night.

We offer a special menu (low-allergen menu) that removes as many of the eight specified allergens as possible.
For buffets, we have food allergy information displayed, so please refer to this before making your decision about what to eat or drink.
As a general rule, we do not accommodate any other allergies. Please see our allergy policy for details.

■ Our allergy policy is here

Day use is not accepted.

Please refrain from bathing with dogs.
We have a separate self-service shampoo room for dog care, so please see the page below for details.

▼About the self-service shampoo room
https://www.wansresort.jp/yamanakako/facilities/#lnk_f4

The large public bath uses the hot spring waters of Lake Yamanaka Onsen Benifuji.

Please refer to the map on the hotel homepage or the access page.

Please contact us regarding transportation from the bus stop on the shore of Lake Yamanaka or in front of the Yamanakako Village Hall to our hotel.

Please refrain from using the bath in the guest room.

If you want to give your beloved dog a nice clean after a long day of play, please use the "Self-Shampoo Room for Dogs" (fees apply) in the building.

We offer a paid dog boarding service exclusively for our guests. We will look after your beloved dog when you go out for events or sightseeing. Please use it.
When using this service, please be sure to bring your usual pet care with you to reduce the burden on your dog. Please bring along any toys you wish to use.
Use a cage when you are away from your pet for a short time, such as during dinner or when you take a bath. Or if you are a club member, it is possible. Please take your child with you when you go out. Or, please leave your dog at the front desk for a fee. Please refrain from leaving it in your room and going out.

Available hours: 8:00-21:00
Usage fee: 1,100 yen per hour per dog (tax included)
How to use: Please make a reservation during your stay (advance reservations are not accepted)
*You must agree to the terms of use and written agreement.

Please let us know in advance. We will try our best to provide you with a table where your dog will not be in close contact with other dogs.

Although we have a menu for dogs available at the restaurant, we recommend bringing your dog's usual food as they may lose their appetite if they are in a different environment.

Small dogs (under 10kg): 3,300 yen (tax included)
Medium-sized dogs (10kg to 25kg): 4,400 yen (tax included)
Large dogs (over 25kg): 5,500 yen (tax included)
If you make a reservation after registering as a member on the official website, you will receive a flat discount of 1,100 yen (tax included) for all pets.

Please be sure to bring a lead with you as we ask that you keep your pet on a lead in public places.
In addition, to promote your dog's relaxation, please bring along the dog's usual supplies (familiar food, dishes, bedding, toys, etc.). We also provide items in each room, such as waste bags, sticky rollers, handy mops, deodorizing sprays, wet wipes, lead hooks, food bowls with stands, toilet trays, and toilet sheets. If you need a cage, we have them available for rental, so please ask at the front desk.

The only animals you may bring with you are dogs.

If you wear Mannerwear, your dog can sleep in your bed or futon with you.

Please keep your dog on a leash in public places, with the exception of some facilities such as guest rooms and dog runs. Please note that some dogs may not like or be scared of other dogs, so we ask for your cooperation.

*Regarding vaccinations, we can also provide services for unvaccinated dogs if there is a reasonable reason, such as senior dogs, allergies, or as determined by a veterinarian.

Dogs allowed inside the facility must be indoor dogs that have received a rabies vaccination once a year, as well as a valid vaccination or antibody test, and have basic training. Also, we do not accept dogs in heat or dogs under 4 months of age. There are no restrictions on dog breed or size (small, medium, large, extra-large). There is also no limit on the number of dogs allowed, so those with multiple pets can use the facility with peace of mind.

▼Please agree to the terms and conditions for staying with your dog online in advance. https://docs.google.com/forms/d/e/1FAIpQLSeh9hw6VSExhx2rneib3ecRMwmswNQgKyPkmcZBu3vHWT-SAg/viewform

Please place your order by the deadline on the cake ordering site.

■Click here for the cake ordering site

Please write the date of your stay and the name of the person making the reservation on the slip and send it to the hotel address.

Please check the top page or access page for the hotel address.

In accordance with Article 24 of the Pharmaceutical and Medical Device Act (formerly the Pharmaceutical Affairs Act), our hotel does not provide pharmaceuticals.
We apologize for the inconvenience, but we ask that you prepare your supplies before your trip or visit, or ask the front desk for information on hospitals and pharmacies in the area. (Please note that supplies may not be available depending on the time of day or day of the week.)
We appreciate your understanding and cooperation.

Unfortunately, we do not have a charging station.

The following veterinary clinics are available:

▼VCJ Animal Emergency Medical Center Suruga Hospital (approximately 35 minutes by car / 24-hour service)
https://vcj-sulga.com/

The building is not barrier-free.
There are steps near the entrance to the dining area and some corridors within the building have slight access.
Please note that some rooms also have steps.

There is no coin laundry.

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