[For guests only]
Q I can't check in.
Please complete the check-in procedure using the check-in tablet located on the first floor of the facility.
You will need a 6-digit check-in code or QR code to do so.
The check-in code and QR code will be sent to the email address registered on the reservation site around 10pm the day before check-in, so please check your email address.
If you are unable to check your email or experience any problems with the check-in tablet, please contact us.
Thank you very much for your cooperation.
Q I am staying for multiple nights. Can I get additional towels?
You can request one extra set of bath towels for each consecutive night you stay, so please contact us and we will prepare them for you.
We will contact you regarding the delivery method when you contact us.
If you need extra laundry, please use the washing machine, bathroom dryer, and laundry supplies provided in your room.
If you would like to add more towels, please send us a message in the chat box saying "I would like towels." Thank you very much.
Q Can I leave my luggage before check-in or after check-out? Also, is early check-in or late check-out possible?
We apologize for the inconvenience, but as this is an apartment hotel equipped with various facilities including a kitchen, cleaning and maintenance are carried out from 11am to 3pm.
We ask all guests to check in after 3pm, and for the same reason we are unable to store luggage. Thank you for your understanding.
Therefore, we recommend that you use the coin lockers at Kumamoto Station. Thank you for your consideration.
Q: I will be checking in later than the scheduled time. Is that okay?
Since check-in is done using a check-in tablet, there is no time limit. You can check in any time after 3pm without needing to inform us.
Please be careful when you come.
If you don't know your check-in code, please contact us.
Q I've run out of garbage bags and disposable tableware in my room. Can I get some more?
Generally, amenities are prepared for the first day and are not replenished, but we may be able to accommodate you if you contact us, so please contact us. We will contact you regarding the method of collection when you contact us.
Q I would like to connect to Wi-Fi. Can you tell me the password?
Information about Wi-Fi is provided in the guidebook provided in your room, so please refer to it.
Q: There are some programs I can't watch on Amazon Prime. What should I do?
Unfortunately, you will not be able to watch paid content or programs that have account restrictions. We cannot provide you with a PIN code for programs that require one, so we hope you will enjoy the content to the extent that you are able to watch it.
If you are unable to view the site in any other way than the above, please contact us.
Q Can I log in to Amazon Prime with my own account?
I am very sorry, but the Fire Stick TV that I use to watch video apps is linked to Amazon prime, and it seems that I cannot switch accounts unless I first delete my current YOUR ROOM account.
We apologize for not being able to be of any help, but for Amazon prime, please enjoy it using your YOUR ROOM account.
We apologize for any inconvenience this may cause and appreciate your understanding.
*You can log in to Hulu, Netflix, etc. using your own account from the app.
Q Can I smoke indoors or on the balcony?
We apologize for the inconvenience, but to prevent fires, smoking is prohibited indoors, on the balconies, on the premises, in the surrounding area, and in the nearby parking lot.
We apologize for any inconvenience this may cause and thank you for your cooperation.
Q: Where can I throw away trash?
There is a garbage box in front of the facility, so you can throw away garbage whenever you like.
*As garbage is managed by the facility, there is no need to pay for garbage bags. Please put garbage in the garbage bag provided in your room or in a plastic bag you have in your possession into the garbage box.
*It's a simple thing, but we would be very grateful if you could separate your trash.
Thank you very much for your cooperation.
Q: There is no hot water, what should I do?
We apologize for any inconvenience caused.
The switch on the gas water heater panel in your room may not be turned on. We would appreciate it if you could check this.
If the water is not coming out even though it is turned on, please contact us.
Q I soiled some of the room furniture. What should I do?
Please contact us so we can check the situation.
Also, if you damage any equipment, please contact us.
Q: Can I set off fireworks on the premises?
Please refrain from setting off fireworks on the YOUR ROOM premises. Please also note that fireworks are prohibited in parks and parking lots in Japan.
Q Can you issue a receipt and accommodation certificate?
Yes. Regarding receipts, the facility will issue them and you can download them from the URL. Depending on the reservation site, you may be able to issue a receipt on the site. If you are unable to issue one, please contact the facility and we will prepare one for you.
We can also issue the accommodation certificate in PDF format, so please contact us if you require one.
Q I forgot to check out, is it okay?
Please contact us and we will process your check-out.