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Frequently Asked Questions

Inquiries
+81-78-302-1111

Stay

What 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.
When 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.
How many days in advance can a reservation be made?
Reservations can be made a year in advance.
Is 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.
Is 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.
Is 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
We 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.
Is 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.
Is 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.
Where 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.
How 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.
Are 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).
Are 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.
Where 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.
Are 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.
Are 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.
Are 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.
What 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.
Do you have quad rooms available?
There are quad rooms (accommodation for 4 persons) in the South Wing.

Facilities

Is there a convenience store in the hotel?
There are no convenience stores in the hotel.
There is a Lawson store about a 5-minute walk away (open 7:00 a.m. to 11:00 p.m.) and a 7-11 about a 10-minute walk away (open 24 hours).
Does the hotel have an ATM machine?
There are no ATM machines in the hotel, but there are a few within walking distance. Guests with overseas ATM cards may use the Seven Bank ATM machine at 7-11 (open 24 hours).
Can foreign currency be used at the hotel?
Foreign currency cannot be used for payments at the hotel or its facilities. However, hotel guests can exchange foreign currency (US dollars, Australian dollars, Canadian dollars, British pounds, or Euros) for Japanese yen at our Front Desk Cashier.
Do you have a business center? What kinds of services are available?
The Hotel's business center is located in the Guest Service Salon (Main Building 1F). Please click here for details about business services and fees.
Do you rent mobile phones?
Guests of the Kobe Portopia Hotel may rent mobile phones. A security deposit of ¥20,000 is required. The rental fee is ¥1,000 per 24 hours. Prepaid calling cards are available for purchase (¥1,000/¥3,000). International calls can be made and received, but the phones are not capable of SMS text messaging.
Is there a package delivery service in the hotel?
There is a Yamato Transport counter in the Guest Service Salon on the ground floor of the Main Building (open 8:00 a.m. to 8:00 p.m.)
Is there a swimming pool at the hotel?
There is an indoor swimming pool (Main Building, 4F) and a seasonal outdoor swimming pool (South Wing, 4F). Please note that there is a fee to use the swimming pool and other fitness facilities.
Where can I buy cold medicine?
Sunporto carries a variety of over the counter medicines.
It is located in the South Wing hallway.

Transportation and Other Services

How do I get to Kansai International Airport from the hotel?
You may either take an airport limousine bus from Sannomiya or catch the Kobe-Kansai Airport Bay Shuttle from Port Island. For details about airport transportation, please refer to our directions page. >>
What's the closest station to the hotel?
The closest station is Shimin Hiroba Station (Port Liner monorail).
Are there parking spaces for guests using wheelchairs?
Yes. Please ask the doorman when you arrive.
How do I get to the hotel if I am traveling by train?
From Sannomiya Station (JR, Hankyu, Hanshin or Kobe City Subway), please transfer to the Port Liner monorail and exit at P-06, Shimin Hiroba Station. There is a covered connecting walkway to the 2nd floor entrance of the hotel.
Does the hotel have a shuttle bus? Are reservations necessary?
The Kobe Portopia Hotel has complimentary shuttle bus service to and from Sannomiya and Shin Kobe Station. Reservations are not necessary but seats are limited. If the shuttle bus is full, please wait for the next shuttle or take the Port Liner or taxi to the hotel.
Are there any guided bus tours in Kobe?
Bus tours are available only with Japanese speaking guides. The Guest Service Salon can help book a sightseeing taxi with English speaking driver (private tour, maximum 4 persons ).
Does the hotel have wheelchairs?
The hotel has a limited number of wheelchairs available for guests to borrow; reservations are required. Please make your request for a wheelchair along with your room reservation.
Is there a restroom for mobility impaired guests?
Guests with mobility impairments and their caregivers may use the family-style restroom on the ground floor of the Main Building.
Are there parking spaces for guests using wheelchairs?
Yes. Please ask the doorman when you arrive.
How is the universal accessibility guest room different from regular guest rooms?
Our universal room was designed for ease of use by guests in wheelchairs. This includes bathroom fixtures and switches that have been height adjusted.
Are assistance dogs allowed in restaurants and guest rooms?
Assistance dogs are allowed.
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