よくあるご質問
▼About Reservations | ▼About Payment | ▼About Our Services | ▼About the Restaurant
▼About banquets and meetings | ▼About the shop | ▼About sports facilities | ▼About the campsite | ▼Other | ▼About our facility
[Regarding Reservations]
Q: How far in advance can I make a reservation for accommodation?
A: We accept orders up to six months in advance, excluding the year-end and New Year holidays.
For example, you can make reservations for October (October 1st to October 31st) starting from April 1st.
We are also happy to discuss and accommodate groups of 80 or more people.
Inquiry
TEL: 049-292-6111
Reception hours: 9:00-18:00
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Q: Is it possible to make a reservation on the same day?
A: You can make a reservation by phone or online.
Please note that rooms may already be fully booked on the day of your visit.
Please be sure to check the availability of rooms on the day of your visit by phone or online beforehand. Please make your reservation by 3 PM.
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Q: What are the check-in and check-out times?
A: Check-in is at 3 PM and check-out is at 10 AM.
*This may vary depending on the plan.
(Early check-in and extended check-out times incur additional charges.)
Please note that we may not be able to accommodate your request depending on the circumstances on the day.
Please inquire at the front desk for details.
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Q: I haven't received a reservation confirmation email. Is my reservation still valid?
A: Even if you haven't received a reservation confirmation email, your reservation is complete if you can see the "Reservation Complete" screen.
Our hotel will automatically send you a reservation confirmation email once your reservation is complete.
If you are not receiving emails, the following reasons may apply:
① Emails from our hotel may be filtered into your spam folder or trash. Emails from our hotel may be filtered into your spam folder or deleted.
Please configure your email settings to receive emails from 【@sunpiaresort.com】.
Also, if you are using a mobile phone, it may be set up so that you do not receive emails from sources other than your mobile phone.
The method for enabling reception varies depending on your mobile carrier and device model, so please contact your mobile carrier for assistance.
② Your mailbox is full. Please check your environment.
You may not be able to receive emails if your mailbox or smartphone has insufficient storage space. Please delete unnecessary data.
Additionally, registered members can check their reservations via the link below.
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Q: Can I have a visitor in my room?
A: We strictly prohibit entry to the room by anyone other than the number of people who have made a reservation.
A separate fee will be charged if you enter the room. Please use the lobby for visits.
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Q: Is it possible to pay in advance?
A: You can pay by credit card in advance or by coming directly to the hotel.
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Q: Is it possible to specify details such as the guest room floor or room type?
A: You can specify the floor number, room orientation, etc.
However, we cannot accept requests for specific room numbers.
It depends on room availability and the type of room you have requested.
Please contact us for more details.
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Q: My child is still very young. What are the accommodation fees? What are the age and number of people who are eligible?
A: Children under 4 years old who are not yet in school can stay free of charge by sharing a bed with an adult.
Please let us know when you make your reservation.
*Please note that only one child per adult is allowed to share a bed with an adult.
Additionally, a bedding fee will be charged if a preschool-aged child uses bedding alone.
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Q: Can I request a specific smoking room?
A: As of July 1, 2020, all guest rooms in the hotel are non-smoking.
[Regarding payment]
Q: What payment methods are available?
A: We accept AMEX, VISA, Mastercard, UC Card, DC Card, Diners Club, JCB, Saison Card, UFJ Card, Nippon Shinpan, and PayPay.
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Q: Will there be a cancellation fee if I cancel my hotel reservation?
A: Yes. If you wish to cancel your accommodation reservation,
Cancellation fees will apply starting 9 days prior to the date of stay.
9 to 4 days prior: 20% of the accommodation fee
・3 to 2 days prior: 50% of the accommodation fee
- The day before: 80% of the accommodation fee
- On the day of arrival: 100% of the accommodation fee
- In case of no-show or no-contact: 100% of the accommodation fee
Please note that cancellation policies may differ depending on the accommodation plan.
The cancellation policy stated in each plan will take precedence.
Please be aware of this in advance.
[About our services]
Q: Is there a hotel curfew?
A: Please arrive at the hotel by 10:00 PM.
Front desk staff are available 24 hours a day; however, once all guests with reservations have completed check-in, the entrances will be locked.
If you need to go out at night, please inform the front desk each time.
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Q: Are there any smoking areas inside the hotel?
A: Smoking areas are located in front of the Kuroyama banquet room on the 2nd floor of the Main Building and in the corridor leading to the 2nd floor of the Annex.
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Q: What amenities are provided in the guest rooms?
A: Guest rooms are equipped with a toilet / washbasin / TV / refrigerator / electric kettle / air conditioner / telephone / safe / yukata.
Hair dryers are also provided in Western-style rooms only.
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Q: What items are available to borrow?
A: Humidifiers (limited availability) / air purifiers (limited availability) / mobile phone chargers / nail clippers / thermometers / ice pillows / bottle openers / hair dryers are available.
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Q: Are wheelchairs available to borrow?
A: Wheelchairs are available for use inside the hotel free of charge. As quantities are limited, please contact us in advance.
Are wheelchair-accessible restrooms available?
A multipurpose restroom is available on the 1st floor.
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Q: Are pajamas or yukata provided?
A: Yukata are provided. Sizes available are Small / Medium / Large / Extra Large.
Yukata for children are not available.
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Q: Is there a hot spring?
A: The day-use bathing facility “Ume-no-Yu” has been operating as a natural hot spring since August 2020.
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Q: Is room service available?
A: We do not offer room service.
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Q: Is ice available?
A: Complimentary ice is not available, but ice can be purchased at the shop for ¥330.
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Q: Is laundry service available?
A: There is one washing machine and one dryer in each of the men's and women's changing rooms, but laundry detergent is not provided.
Washing machine: ¥200 for 30 minutes Dryer: ¥100 for 30 minutes.
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Q: Is there an ATM?
A: There is no ATM inside the hotel, but there is a 7-Eleven approximately 5 minutes away by car.
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Q: Is there a convenience store inside the hotel?
A: There is no convenience store inside the hotel. There is only a shop selling souvenirs.
Vending machines are available on each floor, where drinks can also be purchased.
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Q: Is there a microwave in the hotel?
A: There is no microwave available for guest use, but if you need something heated, such as baby food, please ask our staff.
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Q: Are rental bicycles available?
A: Bicycles are available to overnight guests free of charge.
*Please note that the number of bicycles is limited.
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Q: Is there a nursing room or a place to change diapers?
A: There is no nursing room inside the hotel, but there is a restroom equipped with a diaper-changing area.
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Q: Is parking available? Is there a parking fee?
A: The hotel has an on-site parking lot with space for 430 vehicles. Parking is free of charge.
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Q: Is Wi-Fi available?
A: Free Wi-Fi is available in all guest rooms, the lobbies of the Main Building and Annex, and the meeting rooms in the Annex.
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Q: Is there a printing service?
A: Black-and-white copies are available for ¥20 per page Color copies are available for ¥100 per page. Fax service is also available for ¥100.
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Q: Can I receive a massage in my guest room?
A: Massage services can be arranged.
Available hours: 11:00 AM–10:00 PM *Last appointment: 8:30 PM
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Q: Can you store my luggage before check-in or after check-out?
A: Yes, we can store your luggage free of charge. Please ask at the front desk.
Luggage storage after check-out is available only to guests who will continue using our facilities after checking out.
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Q: Can I send luggage to the hotel?
A: Yes. Please write the “Reservation Name” and “Check-in Date” on the shipping label. (We cannot advance payment for shipping charges, including cash-on-delivery shipments.)
Luggage arriving before your stay will be stored until check-in.
*We may not be able to store food or items requiring refrigeration or freezing. Please contact us in advance.
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Q: Can I send luggage from the hotel?
A: Yes.
The following shipping service is available.
Takkyubin (Yamato Transport)
Luggage can be shipped to your specified destination. (Prepaid or cash on delivery)
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Q: Is there a safety deposit box in the guest room?
A: A safety deposit box is provided in each guest room.
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Q: I am staying for an anniversary or celebration. Can you arrange flowers or a cake?
A: Please reserve cakes at least one week in advance.
There is no flower shop inside the hotel, but we can arrange bouquets upon request.
Please feel free to consult with us. For further details, please contact the hotel.
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Q: Are there any rooms where pets are allowed?
A: We sincerely apologize, but pets are not permitted to stay at the hotel.
However, guide dogs, service dogs, and hearing assistance dogs are permitted. Please notify us in advance.
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Q: Can the hotel provide common medications such as headache or cold medicine?
A: Under Article 24 of the Pharmaceutical Affairs Act, the hotel is unable to provide medication to guests. We apologize for the inconvenience, but please purchase any necessary medication in advance from a hospital or pharmacy. For information about nearby hospitals or drugstores, please contact the front desk.
[About the restaurant]
Q: I have food allergies or dietary restrictions/restrictions. Can you accommodate them?
A: Please let us know in advance so we can suggest an alternative menu.
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Q: Do I need to make a reservation at the restaurant?
A: Reservations are not necessarily required,
During busy times, we may not be able to accommodate your preferred time, so we recommend making a reservation in advance.
*Please note that we do not accept reservations for breakfast.
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Q: Do you have high chairs or menus for children at the restaurant?
A: We have high chairs and a children's menu available.
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Q: Can I have my baby food warmed up, or can I get hot water for freeze-dried food?
A: We can take your order at the restaurant, so please feel free to ask.
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Q: Can I use the facilities while in a wheelchair or with a stroller?
A: You can use the facilities while remaining in your wheelchair or stroller.
[Regarding banquets and meetings]
Q: Do you offer rental of video equipment such as screens and projectors?
A: The screen costs 2,530 yen (tax included), and the projector costs 7,150 yen (tax included).
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Q: I would like to use the internet at the venue. Is that possible?
A: Please note that this service may not be available at all venues, so please contact us in advance.
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Q: Is there a place where I can leave my luggage during banquets, meetings, etc.?
A: We will store it for you free of charge. Please ask at the front desk.
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Q: Are there changing rooms and showers?
A: There is one changing room and one shower room for both men and women.
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Q: Do you offer catering?
A: We only accept requests for memorial services. Our specialized staff will handle the consultation.
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Q: Can I use the facility for meetings only?
A: We have venues available depending on the number of people and the format of the event.
We also rent out necessary meeting equipment such as projectors and screens.
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Q: Is it possible to hold memorial services or celebratory events?
A: We will provide a proposal tailored to your purpose and scale.
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Q: Is it possible to hold a thank-you party?
A: We will provide a proposal tailored to your purpose and scale.
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Q: Is it possible to make a last-minute reservation?
A: Depending on the venue's availability, please make your reservation at least one week in advance for arrangement purposes. Please contact us regarding reservations made within one week.
[About the shop]
Q: What kind of products do you sell?
A: We have a wide selection of local specialties and souvenirs from Saitama.
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Q: Is it possible to purchase products by phone?
A: You cannot purchase items by phone, but we can reserve items for you.
We will hold your item for a maximum of one week.
[About sports facilities]
Q: Are tennis rackets and balls available for rent?
A: We rent out rackets for 220 yen (tax included) and balls for 110 yen (tax included) for 3 balls.
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Q: Do you have basketballs available for rent?
A: We rent out basketballs for 110 yen (tax included) each.
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Q: I would like to use the gymnasium. Where can I check its reservation status?
A: We are unable to check the reservation status online, so we will inform you of the reservation status by phone.
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Q: Do you offer golf club and ball rentals?
A: We have golf clubs available for free loan,
Golf balls: 50 balls for 400 yen (tax included)
Alternatively, we offer golf prepaid cards: 700 balls for 3,000 yen (tax included) and 1250 balls for 5,000 yen (tax included).
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Q: I have a one-year-old toddler. Is it okay to let him in the pool if he's wearing a swim diaper?
A: Some areas have designated areas for toddlers.
This facility can also be used by toddlers wearing swim diapers.
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Q: Can I use the pool before check-in or after check-out?
A: For summer accommodation plans only, you can use the pool twice free of charge, either before check-in or after check-out. However, towels and bath towels are not provided, so please bring your own.
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Q: Can I eat at the pool?
A: For food safety reasons, bringing in food is prohibited.
For meals, we recommend dining at the snack corner in the pool area or at Restaurant Koubai.
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Q: Do you rent out inner tubes or kickboards?
A: We do not rent out inner tubes or kickboards, but we do offer floating island rentals for 300 yen (tax included) per hour.
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Q: Do you have an air pump for inflatable rings?
A: We have an air compressor available for free use.
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Q: Are there any restrictions on the size of the inflatable ring?
A: There are no restrictions.
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Q: Can I pitch a tent by the poolside?
A: You are allowed to hang up stakes, but please refrain from any actions that may damage the poolside (such as driving stakes into the ground).
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Q: Are there changing rooms inside the pool?
A: There are changing rooms inside the pool area.
We also have coin-operated lockers available for a fee.
[About the campsite]
Q: What facilities are available at the campsite?
A: The auto campsite has a washing area, garbage disposal area, ash disposal area, and portable toilets (one Japanese-style and one Western-style) within the ground area.
The solo campsite is located in the third parking lot and includes a washing area, trash disposal area, and a portable toilet (Japanese style).
The ash disposal area is located within the site.
You can also use the hotel restrooms from 5:00 AM to 12:00 AM.
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Q: Are there designated plots available? Can I specify a plot?
A: The auto campsites are divided into sections, so please choose either the ground area or the mountain area.
While you cannot specify your preferences when making a reservation, please indicate any requests in the confirmation section, and we will do our best to accommodate them.
The solo campsite is a free campsite.
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Q: Do you sell firewood or charcoal?
A: We only sell hardwoods at the shop inside the building. They cost 750 yen (tax included) per bundle.
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Q: Can I bring my car into the solo campsite?
A: As the campsite is located on a hill, all luggage must be carried by hand.
There are approximately 70 steps from the parking lot, and carts are not permitted.
There is also a detour route with approximately 60 steps.
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Q: How far is it from the campsite to the bathhouse?
A: It's about a 5-minute walk from both the auto campsite and the solo campsite.
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Q: Can I make a reservation by phone?
A: Regarding the campsite, we only accept online card payments.
Please note that reservations can be made online until 10:00 AM on the day of your visit.
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Q: Please tell me about cancellations.
A: There is no cancellation fee if you cancel up to 10 days before the reservation date.
Cancellation fees are as follows: 10% for cancellations made 9 to 2 days before the reservation date, 20% for cancellations made the day before the reservation date, and 100% for cancellations made on the day of the reservation.
Cancellations can be made online until the day before.
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Q: Are there any supermarkets or other shops near the campsite?
A: Within a 10-minute drive, you'll find convenience stores, drugstores, supermarkets, and home improvement stores.
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Q: Is there a limit to the number of users?
A: The price for an auto campsite is per plot.
There is no limit on the number of people, but if you have a large group, please book multiple sites. Also, if you are camping as a group and have multiple tents, there are no restrictions on the number of tents within the campsite.
【Others】
Q: If I suddenly feel unwell during my stay, can the hotel assist me?
A: We can provide information about nearby hospitals. Please do not hesitate to ask us.
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Q: Can I purchase the complimentary sweets provided in the guest room?
A: Yes. They are available for purchase at the hotel shop, “Tabi-no-Eki.”
[About our museum]
Q: Could you please tell me who to contact?
A: Contact information is as follows:
Inquiry
TEL: 049-292-6111
Reception hours: 9:00-18:00
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Q: What are the ways to get to our museum?
A: [If you are coming by train or bus]
Transfer at Sakado Station on the Tobu Tojo Line, then take the Ogose Line and get off at the last stop, Ogose Station.
From platform 3 at the west exit of Ogose Station, you can take the Kawagoe Kanko Bus bound for Kuroyama and get off in front of the entrance to New Sunpia Saitama Ogose.
[If you are coming by car]
Approximately 20 minutes from the Sakado-Nishi Smart Interchange on the Kan-Etsu Expressway.
Approximately 25 minutes from the Tsurugashima Interchange on the Kan-Etsu Expressway.
Approximately 25 minutes from the Higashimatsuyama Interchange on the Kan-Etsu Expressway.
You can reach us in about 25 minutes from the Tsurugashima Interchange on the Ken-O Expressway.
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Q: Are there any tourist attractions near the hotel?
A: Throughout the year, you can visit Kuroyama San-taki waterfalls, the large camphor tree in Kamitani, and Ryuinji Temple.
The Ogose Plum Grove and Plum Blossom Festival are at their best from mid-February to late March.
The azaleas at Godaison are in full bloom from late April to early May.
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Q: Are there any convenience stores nearby?
A: There is a Seven-Eleven about a 5-minute drive away.
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Q: I would like you to send me a hotel brochure.
A: We apologize, but we do not currently have hotel brochures available.