Frequently Asked Questions
（AUBERGE）

About reservations

Is there a cancellation fee?
A cancellation fee will be charged.please click here.
I want to change or cancel my reservation.
  • If booking by phone:
    Please contact the Hotel directly.
  • For online reservations:
    If you made a reservation through the official Nasu Muku no Ne website, please complete the procedure here. *Go to the reservation confirmation/cancellation page
  • If you made your reservation through a hotel reservation site:
    Please complete the procedure through the hotel reservation website you used to make your reservation. Please note that even if you contact the Hotel directly, we may not be able to complete the procedure.
Can you put me on the waiting list?
Please contact us directly by phone.
Can children under the age of 20 make a reservation (stay) alone?
We ask that minors refrain from staying alone.

About accommodation

What are the check-in and check-out times?
Check-in 15:00 (last check-in 19:00) Check-out 11:00
Can I extend my check-out time?
We will extend your stay until 13:00.
6,600 yen per person, per hour (excluding tax)
Can I check in early?
Early check-in is available from 13:00.
6,600 yen per person, per hour (excluding tax)
Can I use the Internet in my room?
Free WI-FI is available in all rooms.
Please note that there may be cases where the speed is slow or the connection is not possible depending on your environment and line congestion.
What amenities are available in the rooms?
Nightwear (top and bottom separate), slippers, bath towel, face towel, shampoo, conditioner, body soap, hand soap, toothbrush, hair dryer, body milk, body cream, bar soap
What kind of items can be borrowed?
Bottle opener, wine opener, extension cord, nail clippers, ice pillow, blanket, bandage, spoon, fork, knife, air purifier, thermometer, humidifier
Can I smoke cigarettes or heated tobacco products in the rooms?
Smoking is prohibited throughout the premises.
Smoking spaces are provided in some B&B areas.
Guests staying in the AUBERGE area may also use the smoking space in the B&B area.
Can you tell me about the fees for children sharing the same bed as an adult?
Please note that children (under 13 years old) cannot stay at the Hotel.
Are there barrier-free rooms?
Although not barrier-free, we have rooms with very gentle steps. Please contact the hotel for more information.
Is the accommodation available for children?
The accommodation is not available to children under 13 years of age. The accommodation is available for people aged 13 and over.

About AUBERGE (Restaurant)

Can you accommodate food allergies?
If you have a food allergy and there are any ingredients that you need to avoid, please be sure to let us know when you make your reservation (we cannot accommodate same-day requests).
We will prepare dishes that have removed as many ingredients as possible. However, please note that we cannot guarantee that all allergens derived from ingredients will be completely removed.
Please note that due to the nature of the cuisine, it is not possible to remove milk or wheat from the dishes.
Can I arrange for cakes and flowers for special occasions?
We can arrange flowers and cakes according to your budget.

Payment

What payment methods are available at the hotel?
  • Cash
  • Credit card:
    VISA, MasterCard, JCB, American Express, Diners Club
  • Electronic money:
    Rakuten Edy, iD, WAON, transportation IC*, QUICPay

About the facilities

Does the hotel have parking and how much does it cost?
We have 32 parking spaces available for guests (free of charge). Two EV chargers are installed (8kW).
Are there coin laundry facilities?
There are none in the AUBERGE area, but two are available in the B&B area, which can also be used by guests staying in the AUBERGE area.
Is there a microwave?
Please ask the reception staff.
Is there a smoking area?
There are none in the AUBERGE area, but they are available in the B&B area.
Can I store luggage?
Please contact the reception to make arrangements.
Where is the nearest station? Is there a shuttle bus?
JR Tohoku Shinkansen Nasu-Shiobara Station. There is a shuttle bus available for guests only, but reservations must be made at least one day in advance.
Is parking available 24 hours a day?
Vehicles cannot be brought in or taken out of the parking lot between 1:00 a.m. and 5:00 a.m. If you need to move your vehicle within these hours, please let a staff member know.