Q.What should I do if I suddenly fell ill during my stay?
A.The front desk staff is available 24 hours a day. Please let us know immediately. We can guide you to a nearby hospital depending on your symptoms or condition.
We can also guide you to nearby pharmacy or drugstore.
Q.Can I do pre-payments?
A.Yes.
Q.Can I pay by credit card?
A.We accept the following credit cards:
VISA, JCB, AMEX, Diners, DC, MasterCard.
Meal
Q.Is there a convenience store nearby?
A.There is a 7-Eleven and a Lawson within a 1-2 minute walk.
Q.Do you have restaurants in your hotel?
A.We have Japanese, French, buffet, and Chinese restaurants plus a bar.
Q.Do you have room service?
A.We do. We can serve an American breakfast or your selection of a Japanese or Western type dinner.
Q.Where can I have breakfast?
A.The breakfast will be served at the café & buffet restaurant "Claire" on the 1st floor for a Japanese and Western buffet, and the Japanese restaurant "Tomonoura" on the B1 floor for a Japanese breakfast.
Service
Q.I would like to stay at the hotel for a special occasion. Can you prepare flowers or a cake for me?
A.We can prepare them for you. Please note your preference.
Q.Do you have a laundry service?
A.Yes. However, the service is unavailable on Sundays, holidays, year end holidays, Bon holidays, and Golden Week holidays. Thank you for your understanding.
Q.Where can I purchase souvenirs?
A.Souvenirs can be purchased at the 1st floor lobby 24 hours a day. Payments can be made at the front desk.
Q.Can I have a massage service in a guestroom?
A.Please ask at the front desk. The fee will be 4,400 yen (tax included) for 45 minutes.
Barrier-free
Q.Do you have furnishings for rent for the elderly or handicapped?
A.We have bath stools, bath boards, assisted toilet seats, and assist stands. Supplies are limited, so please contact the front desk.
Q.Do you have wheelchair accessible rooms?
A.No.
Q.Do you have wheelchairs for rent?
A.We do. However, supplies are limited, so please contact the front desk.
Baby & Kids
Q.Do you have any furnishings for rent for children?
A.We have bed guards, baby beds (for infants under 1 year), and toilet seats for children. Supplies are limited, so please contact the front desk for details.
Q.Do you have any pajamas for children?
A.No.
Q.Do you have any amenities for children?
A.We have an amenity set for small children (toothbrush, towel, slippers). We will provide them at the front desk at the time of your check-in.
Q.Do you have baby beds?
A.We have beds for infants under 1 year old. Supplies are limited so please let us know if you need it.
Q.Do you have a pharmacy or drugstore nearby?
A.Yes.
Q.What are your rates for children?
A.If sharing the same bed, children at elementary school age and under can stay for free. However, dining will incur separate charges.
Facilities
Q.Do you have a big public bath?
A.No. There is a public bath 5 minutes away by car (taxi).
Q.Can you do print-outs, copies, and faxing?
A.Yes but with charges. Please contact the front desk for more details.
Q.Do you have an ice machine?
A.Ice machines are located on the 8th and 12th floors. Please bring the ice pail in your room with you.
Q.Do you have vending machines?
A.Vending machines are located on the 8th and 12th floors.
Q.Do you have a laundromat?
A.The laundromat is located on the 4th floor.
Accommodations
Q.Do you have any connecting rooms?
A.We do have connecting rooms that can accommodate up to 4 adults. This refers to 2 Standard Twin rooms connected with a passageway. The vacancies may vary, so please let us know when you contact us.
Q.Can I have my pet stay with me?
A.We're very sorry but unless it is a service animal, we cannot allow animals within the premises of the hotel. We cannot also hold onto your pets for you.
Q.Will I not stay at your hotel at all if it says the hotel is full online?
A.We might have some cancellations and accommodate you. Please call to ask.
Q.Can I make reservations on the day?
A.Reservations can be made over the phone or internet. There sometimes are no vacancies, so please contact us either over the telephone or internet prior to making a reservation.
Q.When is the earliest I can make a reservation?
A.You can make a reservation by phone up to 2 years in advance. Internet reservations can be made up to 7 months in advance under normal circumstances. For reservations or questions by phone, please contact us at the Accommodations Department at: 084-922-2120.
*We cannot make any internet package reservations over the phone. Please make your reservations through the internet.
Q.Do you do foreign currency exchange?
A.Yes. We will exchange currency at the hotel's rate. We can exchange USD, GBP, EUR, and AUD.
Q.Do you have electrical converters?
A.Yes. We rent them out at the front desk.
Q.Do you have a safe in the guestrooms?
A.No. We can hold onto your valuables at the front desk for safekeeping.
Q.What is your internet connectivity in the guestrooms?
A.All guestrooms have Wi-Fi (wireless) connectivity. We also have a high speed LAN connection (wired). *LAN cables are available at the front desk.
Q.Do you have any furnishings for rent?
A.Steam iron, Tempur-pedic pillow, desk lamp, baby beds, bed guard, toilet seat for children, wheelchair for the handicapped, bath stools, etc. All furnishings are in limited quantity, so please contact the front desk for more details.
Q.Do you have pajamas or other room wear?
A.We have one-piece dress type nightwear available.
Q.What are you guestroom facilities and amenities?
A.Towels (bath, facial, wash towels), toothbrush, comb, cotton swabs, razor, hair dryer, pants presser, nightwear, washable slippers, humidifier and air purifier, water kettle, coffee, black tea, green tea, etc.
Q.What are your room and bed sizes?
A.Depending on the guestroom types, Single Rooms are 18.2 m² with bed widths of 140 to 150 cm. Twin Rooms are 23.5 m² to 26.6 m² with bed widths of 120 cm. Double Rooms are 23.5 m² to 28 m² with bed widths of 150 to 180 cm.
Q.Do you have a curfew?
A.No. However, after midnight, we will lock the West entrance. Please enter through the front entrance after midnight.
Q.Can you send my luggage at the time of check-out?
A.Yes. We can ship it whichever way you prefer. We also have cardboard boxes (requires fee) and packing tape (free) for use.
Q.I would like to ship my luggage to your address in advance.
A.Please send to the following address. (Please clearly write the check-in day and guest name.)
[ Fukuyama New Castle Hotel ]
8-16 Sannomaru-cho
Fukuyama Hiroshima 720-0066 Japan
TEL: 084-922-2121
Attn: Front Desk
*Please do not ship by COD. We cannot accept the shipment if sent by COD.
Q.Can you hold onto my luggage before check-in or after check-out?
A.Yes, we can hold onto your luggage at the cloak room. We can also bring your luggage to your guestroom prior to check-in.
Q.Can I check-in during the nighttime, too?
A.Yes. The front desk is open 24 hours. However, past midnight, we will lock the West entrance. Please enter through the front entrance after midnight.
Q.By when should I cancel my reservation? How much is the cancellation fee?
A.We will charge the basic fee of 20% for cancellations on the day prior to the reserved day; 80% on the day of the reservation; and 100% with no-shows. Please contact the front desk for details.
Q.Can I request specific view or floor of my guestroom?
A.We will try to accommodate your request the best we can, but depending on situations of rooms and group reservations, we may not be able to accommodate all requests. Thank you for your understanding.
Q.Can I extend my check-out time?
A.Yes. However, we will charge an extra fee. Depending on the reservation situation, we may not be able to accommodate your request. Thank you for your understanding.
Q.Can I enter my room before the check-in time?
A.Yes. However, we will charge an extra fee. Depending on the reservation situation, we may not be able to accommodate your request. Thank you for your understanding.
Q.What are the check-in and check-out times?
A.Check-in is at 2PM. Check-out is at 11AM.
Access / Parking lot
Q.Do you have handicap parking spaces?
A.We do. However, space is limited, so please let us know prior to arrival.
Q.Can I reserve a parking lot space?
A.We cannot accept reservations for the parking lot. It is first come, first served.
*Only large-sized vehicles require reservations.
Q.Can we go in and out of the parking lot freely 24 hours a day?
A.Yes. You can use the parking lot anytime you like.
Q.Do you have a shuttle service?
A.No.
Q.Do you have a parking lot?
A.Within the hotel's premises is a 300-space parking lot. Hotel guests may use it for 500 yen per night (tax included). Buses and other large-sized vehicles require reservations in advance. Please let us know at the time of reservation. The price will be 3,240 yen per night (tax included) per large-sized vehicle.
Q.Can you reserve taxis?
A.Yes. You can contact us as early as a day prior once you have decided on a time.
Q.What is your closest station?
A.JR Fukuyama Station is a 1-2 minute walk from the hotel.
