Frequently Asked Questions

We have listed frequently asked questions by our guests. If you have any other inquiries which are not listed, please contact us by telephone or through the online inquiry form.

Regarding Reservation & Accommodations

  • Q.

    How can I make a reservation?

    A.

    You can make a reservation by calling us on (+81)75-533-6109 from 9:00 am to 5:30 pm
    or you can book any time of day at our online booking page.

  • Q.

    Is it possible to cancel a reservation and is there a fee for cancelling?

    A.

    Customers can cancel any reservation, however a fee may be applied depending on the notice period given. The below fees apply:
    ・After 3:00 pm the day before staying・・・100%
    ・Cancellation on the day of staying ・・・100%
    ・Cancellation without any notice・・・100%

  • Q.

    How many days before my arrival can I make a reservation?

    A.

    Provided that there are rooms available, you can make a reservation on the same day of your arrival.

  • Q.

    What time is check-in and check-out?

    A.

    Check-in is from 2:00 p.m. and check-out is from 11:00 a.m.
    The above time may change depending on your hotel booking. Please make sure to check the information provided when booking.

  • Q.

    Is it possible to extend the check-out time?

    A.

    You can request a late check-out for after 11:00 a.m. at an additional charge. The rates are as follows:
    ・30% of the nightly room rate until 2:00 p.m.
    ・50% of the room rate until 5:00 p.m.
    ・100% of the room rate after 5:00 p.m

  • Q.

    Do you accept credit card payments?

    A.

    We accept the following cards. Please ask us about the use of other cards for more information.
    VISA, MASTER, JCB, AMEX, DINERS, DC, UC, NICOS, TOP, SAISON, TOP, SEZON, JAL, UFJ, OMC, TS, CUBIC.

  • Q.

    Can I send my baggage in advance? Can you store my baggage?

    A.

    If you would like to send your baggage in advance of your stay, please display: the name of your reservation, dates of your stay, and address your luggage to THE HOTEL HIGASHIYAMA Front Desk using the address below. We will be able to store your baggage until your check-in.
    "The hotel address is:3-175-2 Ebisucho Higashiiru, Shirakawabashi, Sanjodori, Higashiyama-ku, Kyoto city, Kyoto-fu, 605-0033, Japan "
    TO: Front Desk at THE HOTEL HIGASHIYAMA
    *Please remember to write the Stay Date and Reservation Name

  • Q.

    Do you have a safety box in the guest room?

    A.

    Yes, we have a safety box in every room. Instructions for use are in every box.

  • Q.

    Do you have internet in the hotel?

    A.

    Yes, we have LAN cables and complimentary Wi-Fi in every room.
    We can provide you with log in details when you check-in.

Restaurant FAQs

  • Q.

    How can I make a reservation?

    A.

    We accept reservations via telephone and on our website. If there are seats available, we also accept same day bookings on the phone. Please get in touch to book.

  • Q.

    Do you have parking at the hotel?

    A.

    Unfortunately there is no car park at the hotel. There is a parking lot nearby the hotel that can be used if required.

  • Q.

    Do you have private rooms at the restaurants?

    A.

    Yes, we do offer private rooms. For more details, please refer to the Private Room Information section of the restaurant website.

  • Q.

    Do you have child seating?

    A.

    Yes, we have child seats if required.

  • Q.

    Do you allow smoking in the restaurants?

    A.

    Smoking is not permitted inside the hotel, including in our restaurants. We have a designated smoking room, located at B1F.

  • Q.

    Is there a dress code for the restaurants?

    A.

    Please refrain from wearing extremely casual clothing and nightwear, as well as flip-flops and clogs.

  • Q.

    Can you arrange for flowers, cakes and other requests when using the restaurant for special occasions?

    A.

    Yes, we love to accommodate additional requests for occasions - please inform us of your request when booking.
    Please note that standard birthday cakes and bouquets can be arranged up to one day prior to the date of the reservation.
    For any special requests, we recommend contacting us as soon as possible to ensure we can fulfill your needs. Payment for any requests will be settled with your meal.

  • Q.

    Can I order a birthday cake from the restaurant?

    A.

    Yes, we accept cake orders to be picked up from the restaurant. For standard menu items, please make a reservation at least one day prior to pick-up.
    For special orders, please contact us as soon as possible.

  • Q.

    Can you accommodate guests with food allergies/dietary restrictions?

    A.

    Yes, please let us know of any dietary requirements of allergies in advance when making a reservation with our restaurants