FAQ

You can make a reservation directly through our “Reservation” page on the official website.https://12498villa.com/en/reservation/

No deposit is required.
However, guests may be charged for any damage to the facilities or furniture.

The following cancellation fees will apply after your reservation has been confirmed.
We will refund the amount after deducting the applicable cancellation fee.

Same day: 100% of the total accommodation fee
1 day prior: 100% of the total accommodation fee
2–10 days prior: 50% of the total accommodation fee

Please note:
For cancellations or changes due to guest circumstances (including date changes), a handling fee of 3.5% will apply to the total reservation amount.
If the number of nights is shortened, cancellation fees will apply for the shortened nights regardless of length.
In the event of natural disasters or if public transportation or roads to our facility are closed, cancellation fees may be waived.

Please contact us via the inquiry form with your reservation name and date.
Changes can be made until 12:00 noon on the day before your stay.
Contact:https://12498villa.com/en/contact/

Children aged 6 and under stay free of charge.
Children aged 7 and above are charged the same rate as adults.
When booking, please do not include children aged 6 or under in the number of guests.
Please note that amenities (such as towels) are not provided for children aged 6 or under. Kindly bring what you need.

We accept online prepayment by credit card.
VISA / MasterCard / JCB / UC Card / American Express / Diners Club

Reservations made through the website can be paid by credit card only.
If you prefer to pay by mobile payment (Apple Pay / Google Pay) or bank transfer, please contact us.
Please note that alternative payments require 2–3 business days to process.
If you are in a hurry, please pay by credit card.

For cancellations or date changes, please contact us via the inquiry form
To help us process your request quickly, please include the following details:

・Name of the booking representative
・Phone number
・Email address
・Reservation date
・Whether you wish to cancel or change the date

Reservations are accepted up to 3 days prior to your stay.

Yes, you may stay up to 3 consecutive nights.
For 4 nights or more, please contact us.
Please also contact us if:
Your group has 6 or more guests staying for multiple nights
You plan to stay multiple nights with pets

Multi-Night Stay Plan:
2 consecutive nights: ¥10,000 off total accommodation fee
3 or more consecutive nights: ¥15,000 off total accommodation fee
For details, please check the Reservation Information page.

Currently, day-use sauna bookings are not available.
We appreciate your understanding.

Yes. A receipt can be issued upon request.
If you booked through an online travel agency (such as Airbnb or Booking.com),
please note that your payment was processed by the platform,
and the official receipt will be issued by them.

Yes.
We can issue a payment statement showing the total amount, tax, and payment details.
Please contact us via the inquiry form after your stay.

No, staff are not stationed on site.
The villa operates on a self check-in and check-out system. Should you have any questions or concerns during your stay, our team will assist you online.
(In case of an emergency, please contact our 24-hour emergency number.)

Our villa operates without on-site staff.
Guests check in on their own using a remote lock system.
Your personal lock code will be sent to your registered email address one day prior to your stay.

Check-in: 2:00 PM – 5:00 PM
Check-out: By 10:00 AM on the following day.

If you arrive early: Unfortunately, early check-in before 2:00 PM is not possible due to cleaning.
If you arrive late: Please contact us in advance if you expect to arrive after 5:00 PM.

We’re sorry, but early check-in and late check-out are not available.

Yes, infants are welcome.
We provide children’s tableware, bibs, and a low chair.
Please note that baby beds or child bedding are not provided, so kindly bring any necessary items with you.

Yes, dogs are welcome at our The Annex – Hanare.
*Dogs are not allowed inside the main villa.
Please see the Villa page for details.

Yes, an additional fee applies for stays with dogs.
Please see our “Price & Options” page for details.
Price & Options page:https://12498villa.com/en/price-options/

〈ご用意しているもの〉
ケージ／ペットシート／フードボウル(2皿)／専用ゴミ箱／ビニール袋／足拭き用ウエットシート／コロコロクリーナー

〈お持ちいただきたいもの〉
Items provided:
Cage / Pet sheets / Food bowls (2) / Waste bin / Plastic bags / Wet wipes for paws / Lint roller

Items to bring:
Dog food and treats / Harness and leash / Blanket or other warm gear / Diaper or belly band
Bringing familiar items such as your dog’s own dish, toys, or clothes will help them feel more comfortable.

No, guests under 18 years old (including high school students) cannot stay without an adult.
Elementary and junior high school students may stay only when accompanied by a responsible adult aged 20 or older.
If the guardian is not a family member, a parental consent form is required.

Yes, free Wi-Fi is available.
The ID and password are listed in the manual book placed on the living room table.
*We cannot provide compensation if the free Wi-Fi is unavailable.

Yes. You can also reach us by highway bus and taxi.
For shopping convenience, we recommend coming by car.
Please see the ACCESS page for detailed directions.

Please contact us through the Contact page with the following information:

・Date of stay
・Your name
・Description of the lost item
・Location where you believe it was left

Please note:
We do not contact guests regarding lost items unless we receive an inquiry.
Items are kept for one week after your stay.
Food and beverages (including refrigerated items) are discarded immediately for hygiene reasons.

Meals are not included.
Each villa is equipped with a full kitchen and cooking utensils, so guests can freely prepare their own meals.

We provide the following cookware and kitchen tools:
Pots / Frying pans / Knife set (Santoku, chef’s knife, petty knife, bread slicer) / Plastic and wooden cutting boards / Rice paddle / Ladle / Turner / Whisk / Peeler / Tongs (large and small) / Hot sandwich maker / Wooden spatula / Cooking chopsticks / Grater / Rolling pin / Measuring cups / Measuring spoons / Kitchen scale / Mixing bowls (large, medium, small) / Strainers (large, medium, small) / Wine opener / Bottle opener

Tableware includes plates, bowls, glasses, wine glasses, and cutlery for up to 11 guests.

A BBQ grill is available for use.
Please bring your own charcoal, food ingredients, and fire starters if needed.

We provide basic seasonings such as cooking oil, salt, pepper.
Other condiments are not provided for hygiene reasons, so please purchase them at a nearby store.

Yes. Please see the ACCESS page for information on nearby shopping locations.
Access page:https://12498villa.com/en/access

By car, it takes about 40 minutes from Tsuru IC or Sagamiko IC on the Chuo Expressway.
For public transport users, please refer to our Access page
:https://12498villa.com/en/access for detailed bus and rental car information.

There are no nearby train stations or bus stops, so we recommend arriving by car.
If you prefer public transportation, take a highway bus from the Tokyo area and get off at “Yamanakako Hirano.” From there, taking a taxi to the villa is recommended.

Yes, we provide free parking for up to four vehicles.
・Only one car may be parked close to the main building. Please use the parking area located on the left side after entering from the main road for additional vehicles.
・Kindly refrain from parking or stopping in areas without the facility’s sign.

We do not provide shuttle service. Please come by car or public transportation.

All indoor areas are strictly non-smoking.
An ashtray is provided on the terrace — please smoke only outdoors.

Please refer to the Villa page for a detailed list of in-room and outdoor facilities.
Villa page:https://12498villa.com/en/villa/

Yes, you are welcome to bring your own.
Firewood can also be purchased at nearby roadside stations or supermarkets.

Bath towels, a ladle, and a water bucket for löyly are provided.
A mat, thermometer, and sand timer are also available.

Please bring your own face towels, sauna clothing, poncho, gown, sauna hat, or vihta, if needed.
You will need to light the stove yourself by following the in-room manual.
Firewood can be brought or reserved as an optional add-on.

We kindly ask that you do not bring aroma oils, as they may cause equipment damage or affect the next guest’s experience.

Yes, this is possible.
We have deck pegs available for use
— please let us know the number required through the Contact page when making your reservation.

Yes, you can.
If you wish to use the villa for a photo shoot, please contact us in advance for approval.
Contact page:https://12498villa.com/en/contact/

Yes, the projector can be reserved in advance.
Please contact us via the Contact page by 12:00 noon on the day before your stay.
Same-day requests cannot be accommodated.
Contact page:https://12498villa.com/en/contact/

Yes, it can be connected using the included cable.
You can find the instruction manual here:
BenQ GS50 Projector Manual (Japanese)
https://www.benq.com/ja-jp/support/downloads-faq/products/projector/gs50/manual.html

You can call Kyowa Taxi (0120-38-1313) to schedule a pick-up by specifying the time and location.
Please note that we do not offer reservation assistance.

An A4-sized layout guide showing the locations of all kitchen items can be found under the sink or inside the in-room manual.

The breaker is located above the kitchen entrance.
Please reset it manually.

Please separate your trash into burnable waste, cans, plastic bottles, and glass bottles, and leave the sorted bags inside your room upon checkout.

Yes.
Under Japanese law, all non-resident customers are required to present their passport and submit a copy at the time of reservation.

This is required by Japanese law to verify guest identity for safety and legal compliance purposes.

All personal data is securely stored and used only for the purposes required by law.

Yes. English assistance is available via email or online chat.

There are no restaurants or stores within walking distance, but several options are available within a 15–20 minute drive.

Basic amenities such as towels, toothbrushes, shampoo, and body soap are provided. Nightgowns or similar items are not available.

Please see here for a list of provided items and amenities:
Villa Page: https://12498villa.com/en/villa/

We’re sorry, but we do not offer luggage storage.
However, guests arriving by car may use the parking space before check-in.