Frequently Asked Questions

Q1What is the deadline for canceling my reservation?

There is no charge for cancellations received two days in advance of the date of stay.
For notification less than two days in advance, the charges are: 20% for cancellations 1 day before, 80% on the date of stay, and 100% for a no-show.

Q2When is check-in/check out?
Is it possible to check-in/check- out in the South Wing?

Check-in is 3:00 p.m. Check-out is 12 noon.
Check-in and check-out can only be done at the Front Desk on the 1st floor of the Main Building.

Q3How many days in advance can a reservation be made?

Reservations can be made a year in advance.

Q4Is there Internet available in the guest rooms?
Is wireless Internet available in the guest room or in the Main lobby?

There is free broadband Internet access by LAN cable available in the guest rooms. Currently, wireless Internet access is only available in the Oval Lounge on the 26th floor of the main building.

Q5Is there laundry service available?

Regular laundry service picked up by 10 a.m. will be returned to the guest room by 6:00 p.m. the same day.

3-hour service is available from 8:30 a.m. until 3:00 p.m. and incurs a 50% extra charge. The clothing can be delivered to the guest room about three hours from the time of pickup.

Q6Is it possible to leave my luggage before check-in?

Luggage may be left before or after check-in at the Cloak Room on the 1st floor of the Main Building

Q7We will be celebrating a birthday during our stay. Is it possible to order a cake or flowers?

Please contact us by telephone or e-mail at least three days in advance. We are pleased to make special arrangements for birthday cakes or flowers during your stay.

Q8Is it possible to put my name on a waiting list for a guest room?

The Kobe Portopia Hotel does not have a waiting list policy. Thank you for your understanding.

Q9Is it possible to check-in early or check-out late?

Early check-in and late check-out is possible for a surcharge. Please call our Reservations Department to confirm availability for your particular dates of stay.

Q10Where can guests have breakfast?

Breakfast is available at our hotel restaurants or from Room Service.
For guests with early morning departures, a takeout sandwich box can be prepared. Please place your order with Room Service by 10 PM the night prior to check-out.

Q11How much is overnight parking?

Overnight parking charges per vehicle are:
1 night - 500 yen, 2 nights - 1,000 yen, 3 nights - 1,500 yen, 4 nights or more - 2,000 yen. In and out privileges are permitted.

There is complimentary parking for guests staying at the Oval Club, suite rooms, or for guests with special accommodation packages which includes parking.

Please note that cars leaving the parking lot after 2 PM on the day of check-out will incur an additional 500 yen charge.

Q1Are there baby beds available?

There are 7 baby beds available on a first come, first served basis. The charge is 1,155 yen per night (inclusive of tax and service charge).

Q2Are there charges for children?

When children sleep in the beds provided in the room, there is no additional charge, except for Oval Club rooms. The Oval Club surcharge is ¥2,310 per school-aged child.

Q3Where can I check in if I am staying on the Oval Club Executive Floors?

Oval Club guests arriving by 9 p.m. may check in at the Executive Lounge on the 26th floor of the Main Building. Oval Club guests arriving after 9 p.m. are asked to check-in at the Front Desk on the 1st floor.

Q4Are there non-smoking rooms available?

Yes, there are. However, as they are limited in number, please request a non-smoking room when making your reservation. We highly recommend a stay in the Healing Rooms, which are all non-smoking for maximum therapeutic benefits.

Q5Are there Japanese style rooms available?

There are 4 Japanese style rooms available in the Main Building (7F) and 5 combination Western-Japanese rooms available in the South Wing. Please consult with our Reservations Specialists for details.

Q6Are there rooms for mobility impaired guests?

The Kobe Portopia Hotel has a guest room that is designed for universal access. Please consult with our Reservations Specialists for details.

Q7What are the hours for Room Service?

Room Service is available from 7 a.m. to 1 a.m. The breakfast menu is available from 7 to 11 a.m. and the lunch and dinner menus are available from 11 a.m. to 1 a.m. The late night dinner menu is available from 9 p.m. to 1 a.m.

Q8Do you have quad rooms available?

There are quad rooms (accommodation for 4 persons) in the South Wing.