[For guests only]
Q I can't check in.
Please check in using the check-in tablet located on the first floor of the facility.
① If you cannot check in even after entering your check-in code on the tablet:
→You may have made a mistake with the facility. (There are three YOUR ROOM facilities.) Please check that the "facility color" listed in the "Check-in Information" email sent from the facility matches the color and facility name of the guide at the bottom of the tablet.
② If you do not know your check-in code:
→Your check-in code and QR code will be sent to the email address registered on your reservation site around 10:00 AM the day before your check-in date. Please check your email.
*Depending on the reservation site, the message may be sent to your chat box. Please check.
If you are unable to check your email or if there is a problem with the check-in tablet, please contact us.
Q Please tell me about the parking lot.
Regarding parking, please refer to the following:
☆YOUR ROOM Kumamoto Station [little]☆
There is no parking available at the room. We apologize for the inconvenience, but please use a nearby coin-operated parking lot.
◉ Information on nearby coin-operated parking lots
☆YOUR ROOM Kumamoto Station☆
There is one free parking space per room.
◉ Facility parking information
☆YOUR ROOM treehouse KUMAMOTO☆
There is one free parking space per room.
Q Can I leave my luggage before check-in or after check-out? Also, is early check-in or late check-out possible?
We sincerely apologize, but because our facility is an apartment hotel equipped with various facilities including a kitchen, cleaning and maintenance are carried out from 11:00 AM to 3:00 PM.
We ask all guests to check in after 3:00 PM and check out by 11:00 AM. For the same reason, we are unable to store your luggage. Thank you for your understanding.
Therefore, we recommend using the coin lockers located at Kumamoto Station. Please consider this option. Thank you.
*YOUR ROOM treehouse KUMAMOTO has a luggage storage area.
You can use that service, so please check the instructions that will be sent to you the day before check-in.
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'm staying for multiple nights; can I get extra 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: Will there be cleaning or replenishment of amenities during my consecutive nights?
We apologize, but we do not provide cleaning during your stay.*Excluding long-term stays
Bath detergent/sponges, kitchen detergent/sponges, and Floor cleaning sheets are provided in your room, so please use these.
In addition, amenities, disposable tableware, and garbage bags will be provided on the first day and will not be replenished. We apologize for the inconvenience, but we would appreciate it if you would prepare anything you need yourself.
*We may be able to accommodate if you contact us, so please contact us. We will contact you regarding the method of provision.
Towels can be added once per person. Please contact us if you need them.
Q: There is no hot water, what should I do?
We apologize for any inconvenience caused by the equipment.
Regarding the issue of no hot water,
Please refer to page 7 of the guidebook located on the living room table or TV stand. This page contains instructions on what to check and how to resolve the issue.
If you still do not have hot water, please contact us again.
Q: I'd like to connect to your Wi-Fi. Could you please tell me the password?
Wi-Fi information can be found on page 3 of the "Guidebook" provided in your room. Please refer to it for details.
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: 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 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: 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 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 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 Please tell me how to check out.
Please check out using the tablet, just as you did during check-in.
You will need the check-in code you used during check-in.
If you are unable to use the tablet or forget to check out, please contact us.