We have compiled a list of frequently asked questions from customers, so please check before contacting us.
※For inquiries about the organization, please contact the following e-mail address.
 Inquiries from domestic organizations: <crc@drhm.jp>
 Inquiry of overseas (inbound) organizations: <grc@drhm.jp>

About reservation

Terms of Accommodation

Please see here for the terms of accommodation.

For inquiries regarding fees, availability, and group reservations

Reservation Center 03-6830-3918 (8:00-22:00)
Please contact us.

Cancellation fee

A cancellation fee will be charged from 3 days in advance.
※It may vary depending on the reservation plan.

Check-in / Check-out time

Check-in 15:00 Check-out 11:00
※It may vary depending on the plan of the reservation.

Can I speed up check-in time?

The check-in time cannot be accelerated, but it is possible to complete the check-in procedure first.

Can I extend my check-out time?

As long as the room can be extended, it can be extended up to 3 hours at 25% of the room charge.

What is included in all-inclusive?

Accommodation rates include dinner, breakfast, basic drinks in the lounge, snacks, public baths, etc.
※Meal conditions vary depending on your accommodation plan (with evening breakfast, with breakfast, without meals).

Can I stay with my pet?

Please refrain from staying with your pet or entering the hotel.

Do you have hotel brochures?

There are no hotel brochures. Please refer to the website.

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About Rooms

Is it possible to attach beds to each other?

Rooms that can be fitted with a bed are "Executive Twin Room". Please note that we cannot accommodate other room types.

Is there a rental of bed guards?

We do not have a bed guard at our hotel.

Do you have a baby cot rental?

Yes, we have a baby cot, but the number is limited. If you wish, please contact the hotel in advance.

What is the difference between Classic Twin, Standard Twin, and Executive Twin?

Classic Twin rooms have not been renovated, Standard Twin rooms have been renovated in Rebland in April 2024.

Can you put futons in Japanese-style and Western-style rooms?

It will be a self-service where you can put your futon on your own.

Do you have a smoking room?

There is no smoking room type. Please use the smoking booth on the 1st floor.

What amenities do you have?

・ROOMS & SUITES Yukata (free size) toothbrush, towel, water server jug (1 room), green tea bag, shampoo, conditioner, body soap, hand soap, milk lotion, tissue box

・Lobby: Hairbrush, Shaver, Cotton Set, Children's Room Clothing
※If you are using a toothbrush for children, please speak at the front counter.

Is space other than tatami mats used for Japanese and Western rooms?

Yes, except for the tatami area, you can use it on foot.

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About restaurants and meals

Can I use only the restaurant without staying?

The restaurant is available only for guests.

Could you tell me how to use the restaurant?
<Reservation of restaurant seat reservation>
◆In order to be used by many customers, we have introduced a reservation system for both dinner and breakfast depending on the congestion situation.
◆Please specify the reservation time at "check-in".
 ※We do not accept telephone reservations in advance.
 ※Guests staying overnight can inform you of all meal times during your stay at check-in.
◆Information hours are subject to change depending on congestion.
◆The restaurant stays for 80 minutes for dinner and 60 minutes for breakfast.
  ※The usage time is subject to change depending on the situation.
Are you ready for the cake?

We don't accept the cake.
If you use the dinner buffet, we will prepare a dessert plate with petit cake and fruit along with the message "Happy Anniversary X (name, etc.)" for 3,000 yen per plate. Reservations are made up to 3 days before the date of use. For more information, please contact us.

Is there a service for anniversaries?
If you use the dinner buffet, we will prepare a dessert plate with petit cake and fruit along with the message "Happy Anniversary X (name, etc.)" for 3,000 yen per plate.
Reservations are made up to 3 days before the date of use. For more information, please contact us.
About Allergy Response
The items subject to the food allergy obligation label (specific raw materials) are displayed in pictograms for eight items: shrimp, crab, walnuts, wheat, buckwheat, eggs, milk, peanuts (peanuts). It is served at your own discretion.
Do you have any allergies?

The buffet restaurant displays the use of ingredients for 8 major allergies. (Egg, milk, wheat, buckwheat, peanut, shrimp, crab, walnut)
In addition, since the kitchen handles various ingredients, please note that there is a possibility that a small amount of contamination may occur, including handling at the foodstuff factory.
If you have any other questions, please feel free to contact the restaurant staff on the day.

Do you need a reservation for the buffet?

We can guide you if you have enough seats on the day, but we recommend making a reservation.

Can I reserve a seat at the buffet venue?

We do not accept reservations for seats. We will guide you in order from the person who arrived.

Do you have any meals other than the buffet? 

There is no meal other than buffet.

Do you have baby food?

Baby food for children aged 5 to 12 months is available. If you wish, please contact the venue staff.

Do you have a chair for children?

The number is limited, but if you can speak to the staff, we will prepare it.

Do you have a Vee gun menu?

There are dishes that use meat, but they are only eaten at the discretion of the customer.

May I bring a cake?

Please refrain from bringing it to the restaurant. It is possible to bring it to the guest room.

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About the public bath

Can I use the public bath or open-air bath on a day trip?

The public bath and open-air bath are facilities exclusively for guests. Please note that day trips are not accepted.

From what age does the public bath and open-air bath take a bath by gender?

The age limit for mixed-gender bathing is 6 years old.Children above elementary school age should use the male bathrooms for boys and the female bathrooms for girls.

Can I put my baby in the hot spring?

There is no particular age limit.
Baby bath is available in the public bath, so please use it.

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About other services

Where is the reception desk for courier service?

16:30 to 21:00 at the shop on the first floor (next to the front desk) and other hours are available at the front desk.

Do you have a microwave oven?

Microwaves are available in the "Baby Friendly Room" on the 3rd floor.

Is it necessary to make a reservation for astronomical observation and starry sky slide show?

It is not a reservation system. Please feel free to use it in time.
Please refer to the "Yatsugatake SoRa Deck & Astronomy Dome" on the FACILITIES page for the event time and other details.

Can I keep my luggage?

For luggage storage before arrival and after departure, please use the dial locker in the lobby on the 1st floor.

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About Activities

Can I use the Kids Corner "Mori no 8" on a day trip?

Kids Corner "Mori no 8" is a facility exclusively for guests. Please note that day trips are not accepted.

Can I use the Kids Corner "Mori no 8" on the B1F even before check-in time?

If you are using the all-weather activity facility "Mori no 8", be sure to check the terms and conditions and sign it, and you can use it first before checking in. You don't need to make a reception at the front desk.
You can use it from 14:00 on the day of check-in, so we recommend that you play first when check-in congestion and proceed after the congestion is eased.
For more information, please refer to the following website.

Is there a swimming pool in the hotel?

We do not have a pool at our hotel.

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Other

Where's the nearest station?

It will be Kai-Oizumi Station on the JR Komi Line.

Is it displayed correctly in the car navigation system?
In some car navigation systems, you may be guided to a different location from the hotel.
For the exact location, please search for "Grand Mercure Yatsugatake Resort & Spa" on Google Maps or check the "Access" page on our official website.
Click here for Google Maps
Can I stay with my pet?

You can't stay with your pet. Please contact the following facilities.
◆Kobuchizawa IKIGAI Pet Center TEL: 0551-45-8814 (reception hours: 9:00-17:30)

Can I use Suica at Kai-Oizumi Station?

Transportation ICs such as Suica cannot be used on the Komi Line (between Kobuchizawa and Kai-Oizumi Station).
If you use a transportation IC card, please pay once at Kobuchizawa Station, purchase a paper ticket, and board the Komi Line.

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