FAQ

Photocopying is available at the front desk. (Please inquire at the front desk for rates.)
 (Please inquire at the front desk for rates.) However, we do not offer printing services for data on a USB memory stick or data sent by e-mail. However, we do not offer printing services for data on a USB memory stick or data sent by e-mail.

Yes, we do at the front desk. (The fee varies depending on the number of sheets and the destination.)

We are sorry, but the service is currently suspended. Please understand that we are currently out of service.

Check-in time is usually from 3:00 p.m. and check-out time is 10:00 a.m. Check-out time is 10:00 am. Check-in time is usually from 3:00 p.m. and check-out time is usually from 10:00 a.m. It may vary depending on the plan you have booked.

Early check-in prior to the regular check-in time (15:00) may not be possible depending on the reservation status of the day before and the day of check-in. Please contact the hotel for details. If you wish to check in before 15:00, you will be charged an additional fee depending on the time.

The normal check-out time is 10:00.
We can extend the check-out time by 1,000 yen per hour for a single guest, or 2,000 yen per hour for a double guest.
After 1:00 p.m., you will be charged for one night.
 (*Please note that we may not be able to meet your request depending on the reservation status on the day.)

Yes, you can use your company name as the address. For guests who pay directly at the front desk upon check-in, we ask that payment be made at the automatic payment machine, and a receipt (receipt type) will be issued from the machine. Private receipts (handwritten type) can also be issued.

Payment must be made in advance by the time of check-in.

Please pay in person or by bank transfer prior to the check-in date. You can also pay by credit card at the official reservation website. If you wish to pay in person or by bank transfer, please contact us in advance. Please note that you will be responsible for the bank transfer fee.

We accept VISA, JCB, AMEX, MasterCard, and J-WEST credit cards.

Yes, some electronic money can be used. Please ask the front desk for details.

No, we do not.

Yes, you can use your UnionPay card when you check in. You can use your UnionPay card at the front counter. (Automatic payment machines are not supported.) Please note that UnionPay cards cannot be used at any of the hotel's facilities.

Yes, you can at the front desk.

The Ministry of Health, Labor, and Welfare of Japan requires that foreigners who do not have a permanent address in Japan present their passport and a copy of their passport when staying at the hotel.
 In addition to your name, address, occupation, etc., you are required to provide your nationality, passport number, and a copy of your passport. We ask for your understanding and cooperation in this matter.

English speaking staff may be available in addition to Japanese (please note that we are not available 24 hours a day, 365 days a year).

Wireless LAN (Wi-Fi standard) is available in all guest rooms and the lobby free of charge.

It is an abbreviation for "Video On Demand System. About 250 channels of movies and other programs are available. (1,000 yen per night). (1,000 yen per night.) There are programs such as Western and Japanese movies. (Fast forwarding and rewinding are also available.)

Rooms for guests staying multiple nights are cleaned sequentially from 10:00.
If you are still in your room after the last check-in time (13:00), or if you have put a "No Cleaning" sign on your room, we will put your towels at the entrance.
In consideration of global environmental protection, we would like to ask for your cooperation with the Green Card.
In consideration of global environmental protection, bedding linens (sheets, duvets, and pillowcases) for guests staying consecutive nights are changed once every three days. If you wish to have your bedding linens changed any other time, please present your Green Card on your bed.
If you do not present your Green Card, we will change towels (bath towels, face towels, bath mats), gowns (pajamas), collect garbage, clean your room, and make your bed using the same linens.

One towel per person can be added free of charge, but additional towels will be charged separately.

We have plans for telecommuting and teleworkers. Please see our website or contact the hotel for details.

For every adult guest, there is no charge for one child of elementary school age or younger (0 to 12 years old). Please note that we do not provide towels for children sleeping with adults.

No, we do not provide cribs or bed guards.

From the perspective of public morals, crime prevention, and fire prevention, we ask that only guests of the hotel be allowed to enter the guest rooms and guest room floors. Please visit us in the lobby.

No, you can leave your room key with us until you check out.
 If you are worried about losing it, you can leave it at the front desk.

We are sorry, but we do not allow animals other than assistance dogs (guide dogs, hearing dogs, service dogs, etc.) to stay with us.

Yes, assistance dogs (guide dogs, hearing dogs, service dogs, etc.) are welcome to stay with you. Please contact the hotel in advance if you wish to stay with your dog.

Please send them to the hotel. We will keep it until the day of check-in.
Please make sure to include the name of the guest and the date of stay. We do not accept cash, valuables, fragile items, items that require temperature/humidity control such as cool delivery, cash on delivery, or cash on delivery.

Yes, you can. We accept luggage that can be picked up on the day of check-in or check-out. We do not accept luggage without a reservation, valuables, fragile items, or items that require special temperature control (such as refrigerated or frozen items).

Yes, you can. We do not accept special packages such as time service or cool delivery.

A limited number of rental computers (1,100 yen per night) (tax included) are available for overnight guests. The software that can be used is Word, Excel, PowerPoint, and PDF files. Other file formats are not supported.

This service will be available until September 2023. This service will end on September 30, 2023.

No, we do not offer room service.

No, we do not provide OTC medicines as it is against the Pharmaceutical Affairs Law. We apologize for any inconvenience this may cause, but please prepare them beforehand or purchase them at a hospital or pharmacy.

Valuables will be sealed in a valuables bag and kept in the hotel safe. Please note that we may not be able to keep your valuables depending on their size and contents.

Please ask the front desk for a list of restaurants near the hotel.

Please make sure that you are allowed to receive e-mails from [@viainn.com].
Also, please check your junk mail folder, as it may be sorted into your spam folder depending on your settings.
Please also check your junk mail folder.

Please use the following links to check, change, or cancel your reservation.

＜For PC users＞
For members
General users

＜For smartphone users＞
For members
General users

In accordance with the terms and conditions of the hotel, a cancellation fee of 20% will be charged for the day before, 80% for the day of arrival, and 100% for no-shows.
If there is no notice (no-show), the charge will be 100%.
However, this does not apply to plans, reservation methods, or group reservations of 15 or more people.

No, we do not have a waiting list.
Please contact the hotel of your choice directly to check availability at any time.

We do not accept reservations by e-mail.
Please use the Internet reservation system or contact the hotel.

Please enter the guest's name in the guest information field. We would also appreciate it if you could inform your guest of the details of the accommodation plan.

From the perspective of one member ID per person, the Membership Office will process the cancellation of one of the member IDs.
We apologize for the inconvenience, but please fill out the "Cancellation Request Form".
Once the withdrawal process is complete, we will contact you at the e-mail address you entered in the form.
Please note that the email address you entered when you first joined the site will not be able to be used with another member ID until the withdrawal process for that member ID is complete.
Please note that the email address you entered when you first joined the site cannot be used with another member ID until the cancellation process for that member ID is complete.

You can earn 2 points for every 110 yen (including tax) you spend at Via-Inn hotels nationwide. The accumulated points can be exchanged for free accommodation coupons or 5,000 yen cash back. You will also be able to enjoy the privilege of 12:00 check-out and speedy check-in (you only need to fill in your name) from your next stay. (Points and 12:00 check-out privileges are not available for reservations made through various reservation sites and travel agencies, excluding Via-Inn's official website and official app.)

Translated with www.DeepL.com/Translator (free version)

You can join via the "Viain Members Club Membership Application Page" on the web. You can also join via the official Hotel Viain app or at the front desk of any Viain in Japan. Please join us. No admission fee, no annual fee

It is valid for an unlimited period of time. Please note that points will expire if they are not used for two years after the last use.

Only the registered member can use and accumulate points and use various membership benefits.

If you do not receive the URL for the registration form (auto-reply e-mail) to the e-mail address you entered on the "Via-Inn Members Club Membership Registration Application" page, please check the following
(1) Did you enter your e-mail address correctly on the registration page?
(2) Is the e-mail from Viain Hotel Group (info@member.viainn.com) blocked by your spam mail settings?
(3) Make sure that the email address is not in your spam folder or trash. (There is a possibility that the mail is automatically sorted due to the specifications of the mailer.)
How to join from the official website
If the above does not solve your problem, please contact the Membership Office from the "Other Inquiries" section at the bottom of the page.

You can set your password and email address on the web from the "Set Password for First Time Use" screen. The specific procedure for setting is as follows. If you enrolled through the official website or the official app, you will be able to set your password and email address at the time of enrollment, so this procedure is not necessary.
(How to set your password and e-mail address)
(1) Please access the "Set Password for First Time Use" screen.
(2) Enter your membership number and name (in kana), and click "Confirm".
(3) Enter your e-mail address and click "Register".
(4) Viain Hotel Group (info@member.viainn.com) will send an email to the email address you entered, with instructions on how to register your password and email address.
(5) Go to the URL in the email and enter the necessary information on the Customer Information page.

【For front desk membership】
You can find your membership number on the bottom right corner of the membership card you receive when you join.

【If you are a member of the official website or official app】
Your membership number will be written in the email you receive upon completion of your membership registration.
If you cannot confirm your membership number by the above methods, please check the following
(1) Access the "Viain Members Club Registration Information Confirmation/Change" page.
(2) Enter your e-mail address and password to login.
(3) Your registered information will be displayed, and you can check your membership number.

 

Please contact the front desk staff for assistance. Please contact the front desk staff for assistance. A reissue fee of 1,000 yen will be charged.

You can register your address from the "Set Password for First Time User" screen. Please refer to this page for the procedure.

You can change your registered e-mail address on the web from "Viain Members Club Registration Information Confirmation/Change Page". To change your e-mail address, please follow the steps below.
How to change your e-mail address
(1) Go to the "Viain Members Club Registration Information" page.
(2) Enter your membership number or e-mail address and password, and click "Confirm".
(3) Click on "Change E-mail Address" and enter the e-mail address you wish to change twice.
(4) After you click "Register", Viain Hotel Group (info@member.viainn.com) will automatically send you an email to the address you entered.
(5) Follow the instructions and go to the URL in the e-mail.
(6) Your registration details will be displayed and you will be able to confirm your new email address.

You will receive information on special offers, the latest information on our apps, and new hotel openings. Please log in from the "Change Membership Information" page on the official website of Viain and check the box for "Receive Viain Hotel Group's e-mail magazine at this address" to complete the subscription process. Please subscribe.

You can unsubscribe by clicking on the "Viain Members Club Registration Information Confirmation/Change" link. The procedure is as follows. Please note that the expiration date of your points and other important notices from the Viain Hotels Chain will be sent to all registered members of the Members Club, regardless of your permission to receive the newsletter. Please understand in advance.

【How to Unsubscribe from E-mail Magazine】
(1) Access the "Viain Members Club Registration Information Confirmation/Change" page.
(2) Please enter your membership number or e-mail address and password, and click "Confirm".
(3) Uncheck "I would like to receive the Via-Inn Hotel Group's e-mail magazine at this address" and click "Confirm Changes".
(4) Finally, click "Change registration details".

You can cancel your membership online using the "Cancellation Form". You can also cancel your membership at the front desk of any Viain in Japan.

After the withdrawal process is completed, login will not be disabled immediately. This is due to the timing of the information linkage of the system used, and once the information linkage of the system is completed, you will not be able to log in.
Please be assured that you will not be able to log in once the system information linkage is completed. It takes up to 14 hours from the completion of the withdrawal process to the system information linkage.

The Member's Club Membership Office will reset your e-mail address and send you a new password.
Please reset your password by yourself.
To reset your email address, please fill out the "Reset Email Address Form".

Viain Hotel Chain" is a hotel chain operated by the JR West Group, and "JR West Hotels" (Hotel Granvia, Hotel Visquio, Nara Hotel, etc.) are also included. The membership system of Viain Hotel Chain is "Viain Members Club", and the membership system of JR West Hotels is "JR Hotel Members", and we offer different membership systems and different point programs.

Points are awarded for reservations made by phone or via the official Via-Inn website. Points will also be awarded for reservations made through the official app. Points will not be awarded for reservations made through various reservation sites (Rakuten, Jalan, etc.) or travel agencies other than the official Via-Inn website. Please be aware of this in advance.

You can exchange your points for rewards at any Viain (front desk) throughout Japan. Please be sure to present your member's card or My Page on the smartphone application. Please note that we cannot accept requests by phone.

Members who have installed the official app do not need to present their member's card as long as they present their "My Page". However, if you are a member with the official app installed, you do not need to present your member's card.

Points will be awarded at the time of check-out. Please note, however, that the receipt issued at the front desk or payment machine upon check-in will show the points to be credited upon check-out.
Please note that the point balance displayed on the My Page of the official website and app will not be reflected in real time, so please check the latest point balance after the day following the check-out date.

You can easily check your points from the official Hotelviain app.

【How to check from the official app】
(1) Install the official Hotel Viain App.
(2) Start the app and tap "Set Password" on the top screen.
(3) Enter your membership number and name, and tap "Check Membership Card Information".
(4) Please fill in the required fields and tap "Set Password".
(5) Check the information you have entered, and if it is correct, tap "Submit".
(6) You will see a notification that your password has been set, and tap "OK".
(7) After logging in, the top screen will appear and your points will be displayed in the upper left corner.
You can also check your point balance on the My Page of the official website. The point balance that can be checked on the My Page of the official website and the official app will not be reflected in real time, so please check the latest point balance on the day after the check-out date.

Points are valid for a period of two years. Please note that points will expire if they are not used for two years from the date they were last awarded. Please note that with the current functionality of both the official website and the official app, members are not able to check the expiration date of their points themselves. Please contact the Membership Office via the "Other Inquiries" link at the bottom of the page to find out the expiration date of your points. We apologize for any inconvenience this may cause, but we will continue to improve various functions and appreciate your understanding.

The late check-out privilege is applicable to stays booked after you become a member. The late check-out privilege is not applicable to reservations made through various reservation sites or travel agencies, except for Viain's official website and app. Please understand in advance.

Please exchange your points at the front desk for free night coupons and discount coupons. There are some conditions for using free night coupons and discount coupons, so please refer to the "Privilege Use" page for details.

It may take 12 to 24 hours after check-out for your points balance to be reflected in the app. Please be forewarned.

You can set up an automatic login from the app. Select "Settings" and you will see a toggle (switch) that says "Auto Login". Activate this toggle (orange) to complete the auto-login setting. The following is what happens when you activate the "Auto-login" switch.

・If you quit the application without logging out and then start it again, you will be logged in automatically.
・If you quit the application without logging out and then start it again, you will be automatically logged in. If you log out by yourself, you will be asked to enter your ID and password the next time you log in.

If you log out by yourself, you will be asked to enter your ID and password the next time you log in. The former function is called the "automatic login function. If you log out by yourself, you will be asked to enter your password in order to avoid the possibility of logging in with a different ID.

Please do not discard the card, but keep it at home. The screen after you log in to the official app will replace your membership card, so you do not need to carry your membership card with you at all times. However, we recommend that you do not dispose of your membership card, because in some cases, you may forget your membership number when you log in to the app again, and if you keep your card, you can check your membership number smoothly. If you register as a new member on the Internet, you will not be issued a member's card. You will be notified of your membership number by e-mail during the enrollment process, so we recommend that you save the e-mail just in case.

Please enter the day use date in the check-in date field. Even if you search for one night, a day use plan (0 nights) will be displayed.

When you log in to the official application (as well as the official website) with your member ID to make a reservation, unfortunately only one room can be reserved per member ID. We apologize for the inconvenience, but please make a reservation after logging out from "Settings" (for the official website, please make a reservation from "For the general public"). If you are not logged in, you can make reservations for multiple rooms at the same time. Please note that the room rate for the room used by your companion is not eligible for member benefits such as points.

This problem is caused by a bug on the iOS side, not the app side.
We apologize for the inconvenience, but please switch to the QWERTY keyboard (see image 1) to input your password.
Please note that the keyboard cannot be switched when the cursor is in the password input field.
Please tap the email address input field and move the cursor there.
Tap the earth symbol (see image 2) on the displayed keyboard to switch to the new keyboard, and then proceed to the password input field again.

If you have made a reservation using credit card payment, you cannot make changes from the "Review/Change/Cancel Reservation" page. If you wish to change your reservation, please contact the facility directly.

No, you cannot undo a canceled appointment. Please reschedule a new appointment.

As soon as the reservation is made, the payment information is passed to the credit card companies for processing. Therefore, you may be billed before your stay even if your reservation is made months in advance. The closing date for payment and the date of withdrawal vary depending on the credit card company, so please ask your credit card company for details.

(1) If you cancel on a day that does not fall under the cancellation policy. After the cancellation is completed, the full amount of the pre-payment will be refunded immediately. However, the timing of the refund differs depending on the credit card company, so please ask your credit card company for details. If the reservation date and the cancellation date are different, the timing of billing and refund may be different. Please understand this in advance.
(2) If you cancel on a day that falls under the cancellation policy, the cancellation fee will be calculated on the system immediately upon the cancellation operation. After the cancellation is completed, the difference between the pre-payment amount and the cancellation fee will be refunded immediately. The timing of the refund differs depending on the credit card company, so please ask your credit card company for details. If the reservation date and the cancellation date are different, the timing of the charge and the timing of the refund may be different. Please understand this in advance.

You can view your past reservation information and issue a receipt from the "Reservation Confirmation/Cancellation" page on the top page of the hotel where you stayed.
Please note that the smartphone site (including the official app) does not have a function to display or print receipts. Please be aware of this.

No, you cannot change only the payment details. Please cancel your reservation and make a new one.

No. We only accept single payment.

You can narrow down the list of eligible plans by selecting "Online Credit Card Payment Plan" in the accommodation plan type section of the plan search screen.
You can also find the information in the plan title and detailed description.