Terms & Conditions

This page is a translation of the Japanese version. If there is any discrepancy, the Japanese version prevails.

Terms & Conditions

Article 1 (Application of These Terms)

Accommodation contracts entered into by the Hotel and related contracts shall be governed by these Terms and Conditions. Matters not provided for in these Terms and Conditions shall be handled to the extent not contrary to laws and regulations or established custom.

Article 2 (Refusal to Accept Guests)

The Hotel may decline to accept a guest in the following cases.

1. When the accommodation application is not from a “Full Member” who has agreed to the “Membership Terms” of New WestPeninsula Hotel (hereinafter “NWPH”), operated by Sora’x Co., Ltd. (株式会社そら’x), and is not made through a reservation site affiliated with NWPH
2. When the person who made the reservation and the person who comes to the Hotel are entirely different
3. When the person seeking accommodation is recognized as likely to act, in connection with the stay, in violation of laws and regulations or of public order or good morals
4. When the person seeking accommodation is clearly recognized as having a legally designated infectious disease
5. When special demands are made in connection with the stay
6. When accommodation is impossible due to a natural disaster, facility failure or other unavoidable reason
7. When the person seeking accommodation is recognized as likely to cause serious inconvenience to other guests, or when there has been speech or conduct causing serious inconvenience to guests

Article 3 (Disclosure of Name, etc.)

When the Hotel accepts an accommodation application made before the date of stay (hereinafter “accommodation reservation application”), it may require the applicant to disclose the following matters by a set deadline.

1. The guest’s name, gender, age, nationality and occupation
2. Other matters that the Hotel deems necessary

Article 4 (Cancellation of Reservations)

When an applicant cancels all or part of an accommodation reservation, the Hotel will charge a cancellation fee in accordance with the cancellation fee provisions in the attached table. If the guest has not arrived by 10:00 p.m. on the day of stay without contacting the Hotel (except where an arrival time has been specified in advance), the Hotel may treat the reservation as cancelled by the applicant and process it accordingly.

Where a reservation has been deemed cancelled under the preceding paragraph, the cancellation fee under paragraph 1 will not be charged if the guest proves, although they did not notify the Hotel, that the failure to arrive was due to a reason not attributable to the guest, such as the non-arrival or delay of a train, aircraft or other public transportation.

Article 5 (Cancellation of Reservations by the Hotel)

The Hotel may cancel an accommodation reservation in the following cases.

1. When the circumstances in Article 2, paragraphs 3 to 7 apply
2. When, having requested disclosure of the matters in Article 3, paragraph 1, those matters are not disclosed by the deadline

Article 6 (Guest Registration)

Guests must register the following matters with the Hotel by the day of stay.

1. The matters in Article 3, paragraph 1
2. For foreign nationals, passport number, port of entry into Japan and date of entry
3. Other matters that the Hotel deems necessary

Article 7 (Check-in and Check-out Times)

Guests may use the Hotel’s rooms from the check-in time of 3:00 p.m. to the check-out time of 10:00 a.m. (except for consecutive nights or late check-out where the planned time has been specified in advance).

Article 8 (Payment of Charges)

Charges shall be paid at the front desk by a credit card accepted by the Hotel, a QR code payment service, or other accepted methods.

Charges will be payable even if the guest voluntarily chooses not to stay after beginning to use the room and facilities.

Article 9 (Compliance with Rules of Use)

Guests must comply with the rules of use established and posted by the Hotel on its premises.

Article 10 (Refusal to Continue Accommodation)

Even during an accepted period of stay, the Hotel may decline to continue the accommodation in the following case.

1. When the circumstances in Article 2, paragraphs 3 to 7 apply
2. When the rules of use in the preceding article are not followed

Article 11 (Responsibility for Accommodation)

The Hotel’s responsibility for accommodation begins either when the guest completes registration at the front desk or when the guest enters the room, and ends when the guest vacates the room to depart. If the Hotel becomes unable to provide a room for reasons attributable to the Hotel, it will arrange other accommodation under the same or similar conditions for the guest, except where this is difficult due to a natural disaster or other reasons.

In this case, no accommodation charges will be payable from the day on which the room could no longer be provided, including that day’s charge.

The Hotel bears no responsibility for accidents caused by a guest’s failure to follow the rules of use posted at the Hotel.

Article 12 (Cancellation Fee Provisions)

In the case of cancellation or change of a reservation, a cancellation fee will be charged in accordance with the cancellation policy at the time of booking.

Cancellation provisions vary by plan. When cancelling, please check the “cancellation policy” stated in the plan details, the booking confirmation e-mail, the booking confirmation screen, etc.

New WestPeninsula Hotel House Rules

For a wonderful stay

1. Please check the emergency exit when you enter your room.
2. Guests are responsible for keeping their own valuables safe.
3. Please do not bring items such as the following onto the Hotel grounds or into the Hotel. If such items are brought in without permission, we may decline your stay.
   • Gunpowder, gasoline and other easily ignitable or flammable items
   • Firearms and bladed weapons
   • Animals, birds, etc.
4. Please take full care, as the Hotel accepts no responsibility whatsoever for the following matters on the Hotel grounds and inside the Hotel.
   • Accidents and theft on the grounds (including the parking lot)
   • Accidents between guests
5. If a guest damages the building, fixtures or other items on the Hotel grounds or inside the Hotel through negligence, intent or carelessness, the guest may be held responsible.
6. Bringing heating or cooking appliances onto the Hotel grounds or into guest rooms is strictly prohibited.
7. Photography and video recording on the Hotel grounds and inside the Hotel for commercial purposes, or in a way that inconveniences other guests, is strictly prohibited.
8. The entire Hotel is non-smoking except for the smoking room.
9. Bathing while heavily intoxicated is strictly prohibited.
10. If a staying guest has a visitor, please let the front desk know.
11. Bringing food and drink into the restaurant and similar venues is strictly prohibited.
12. Lost property will be kept for one month unless we are contacted. (Food and drink are discarded on the same day.)
13. Excessive drinking that inconveniences other guests is strictly prohibited.
14. Gambling and conduct that disturbs public morals are strictly prohibited at the Hotel.
15. When going out, please be sure to check that the door is locked. Also, please leave your room key at the front desk.
16. Depending on the location and season, large numbers of insects may appear outdoors. Please take care when opening windows or balcony doors.
17. Please take care when opening windows or balcony doors in strong winds. There is a risk of injury to guests and damage to the building and fixtures.

Basic Policy on Customer Harassment

In order to provide a safe and secure stay, New WestPeninsula Hotel (operated by Sora’x Co., Ltd. (株式会社そら’x); hereinafter “the Hotel”) responds sincerely to guests’ requests and regards the opinions we receive as valuable opportunities for improvement.

At the same time, some guests engage in words and actions that damage employees’ dignity, such as abusive language that attacks their character, threats and violence. We believe that protecting an environment where employees can work with peace of mind leads to better service for our guests, and we therefore establish the following policy.

1. Definition

Seriously disruptive conduct by a guest toward employees that harms the employees’ working environment. Examples (not limited to these):

Violence; abusive language, insults, slander; intimidation, threats; attacks on a person’s character, discriminatory remarks; demands for a kneeling apology (dogeza); keeping employees tied up for a prolonged period (guideline: 30 minutes); forcing responses beyond what is reasonable by social norms; unreasonable or excessive demands lacking rationality; posting on social media or elsewhere content that damages the reputation of employees or the Hotel, or personal information; sexual harassment or stalking of employees

2. Support for Employees

We give top priority to the care of employees who have experienced customer harassment. We establish a consultation desk and, as necessary, cooperate with the police, lawyers and others.

3. Response to Guests

We give priority to resolution through reasonable discussion, but if the Hotel determines that conduct constitutes customer harassment, we may end our response and decline to provide further services or accommodation. In malicious cases, we will respond firmly in cooperation with the police and experts. For the safety of employees and for later review, we may record calls and interactions by audio or video.

4. Request to Guests

We ask for your understanding and cooperation in creating an environment where guests and employees respect one another.

Established: September 30, 2026
Sakuma, General Manager, New WestPeninsula Hotel