When will the payment be made?

About reservation

Please pay for it when you arrive.

Could you tell me about check-in and check-out time?

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

When will the cancellation fee be charged?

A cancellation fee will be charged from 3 days in advance.
※If there is an individual cancellation rule in the accommodation plan, that will take precedence.

Can I make a reservation by phone?

Yes, sir. To make a reservation by phone, please contact us. 03-6830-3912（8:00～22:00）

Contact us on the day of the hotel representative: 026-278-1811

I'd like to change my reservation or cancel my reservation.

To change or cancel your reservation details, please visit the website where you made the reservation.
If you make a reservation by phone, please contact the Reservation Center TEL: Please contact 03-6830-3912 (8:00 to 22:00).

I booked a plan without meals. Is it possible to add dinner or breakfast?

We are accepting additional meals at the hotel site.

Can I make a reservation for a transfer?

Mercure Nagano Matsushiro Resort & Spa offers a free shuttle bus service between Hotel and JR Nagano Station, which can be used by guests staying and day trips.
Reservations must be made up to the day before.
Please contact the hotel. TEL： 026-278-1811

※For more information, access | Please take a look at the free shuttle bus.

Could you tell me about all-inclusive?

Dinner, breakfast, basic drinks in the lounge, snacks, large baths and some activities (localdiscovery) are included.

※Meal conditions vary depending on the accommodation plan (with evening breakfast, breakfast included, no meal).

How many dogs can I stay in the dog-friendly room?

Up to 3 animals can stay. The plan fee includes the usage fee for one animal.
¥3,000 (including consumption tax) will be charged separately for each second and subsequent animals.

Is there a room where I can smoke?

No. Non-smoking rooms are available only. Please use the smoking area on the first floor.

Could you tell me about the accommodation?

Click here for the terms of accommodation.

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About restaurant and food

Could you tell me about the restaurant's opening hours?: Location: Restaurant "Locavore" on the first floor
Breakfast buffet from 7:00 to 9:30 (final admission 9:00)
Dinner buffet from 17:30 to 21:00 (final admission 20:30)
※It is subject to change depending on circumstances.
※The hotel has introduced VACAN, which distributes congestion status and waiting times. In case of congestion, we will inform you of the order by e-mail.
Could you tell me how to deal with food allergies?: Please check here for allergy policy.
Can I reserve a seat?: We don't accept it.
Can I reserve breakfast and dinner time?: We don't accept it.
Can I use the restaurant with my dog?: Please refrain from. Dogs are not available for public spaces such as restaurants and large public baths.
Can I bring in food and drink?: Please refrain from. Food and drinks are not allowed to be brought into the restaurant.
Can the restaurant be used in yukata and slippers?: It can be used by wearing yukata and slippers provided by the hotel.
Can I eat food in the room?: We don't accept it.

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About Rooms

Could you tell me about futon bedding?: Japanese-style rooms and Japanese-Western rooms, futons are laid in advance.
Do you have room clothes?: A free-size yukata is available in the guest rooms.

Please bring your child's work clothes from the amenity corner.

SS size and LL size yukata will be replaced at the front desk.
Could you tell me about the air conditioning in the room?: It uses centrally controlled air conditioning throughout the building. Only the air volume can be adjusted in the guest room.
What amenities do you have?: [Amenity Corner on the 1st floor] Toothbrush, toothpaste, cotton/cotton swab set, razor, comb

[Large public bath] Shampoo, conditioner, body soap, body lotion, cleansing (female bath only), skin toner (female bath only), milky lotion (female bath only), cotton swabs, tissue, child body soap, child shampoo

[House Room] Shampoo, Conditioner, Body soap
Could you tell me about room equipment, rental equipment, and facilities in the building?: Room equipment: TV / Internet connection (wireless LAN) Wi-Fi / Refrigerator / Water kettle pot / dryer / towel / bath towel / slipper / Yukata
Lending equipment: Trouser presser/iron/humidifier / fan
In-house facilities: Vending machines/coin laundromat (charged)
Do you have cribs and bed guards available?: We do not rent out cribs and bed guards.
Is it possible to attach the bed to the wall or move it to the wall?: It is not possible to prepare with beds attached together.

It is possible to prepare one bed to the wall and prepare.
Could you tell me about cleaning up when you stay overnight?: Basically, we do not perform continuous stay cleaning. After the second night, I will put a new towel on the doorknob.

If you wish to dispose of garbage or collect towels, please take it out to the aisle.

If you wish to clean, please call the cleaning card to the doorknob by 10:00.

We will clean it between 10:00 and 14:00.

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Lounge

When can I use the lounge?: [Operating hours]

・15:00-18:00 Rakugu/Evening Social

・21:00 to 23:00 Toriwatari (a little) / Nightcap

・15:00 to 23:00/Onsen Lounge

The content of the offer differs depending on the time of day, so please change the time before using.
Can I bring my drinks and sweets back to my room?: It is only available in the lounge. It is not possible to take it out to the guest room.
Is it possible to use a day trip to the lounge?: It is not available.

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Large public bath

When can I use the public bath?: Use time 6:00 to 10:00 (final admission 9:30) / 15:00 to 23:00 (final admission 22:30)
Do you have towels in the large public bath?: No. Please bring it from the guest room.
Do you have shampoos for children?: It is available in the large public bath.
Can I use it even if I have tattoos?: Please take a bath after using a tattoo cover sticker.

The tattoo cover seals are sold at the front desk for 200 yen per sheet.
Can the locker in the dressing room?: There is a locker with a locker in the dressing room.
Do you have a private bath?: No.
Is there a replacement for men and women in the large public bath?: No.
Is it possible to take a day trip?: We don't accept it at the moment.

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Others

Could you tell me about access?: [Public transport]

・From Tokyo: About 30 minutes by taxi from Nagano Station on the JR Nagano Shinkansen / 40 minutes by route bus

　※Nagano Station Free shuttle bus available / reservation required.

・From Nagoya: About 15 minutes taxi get off at Shinonoi Station on JR Chuo Main Line Shinonoi Line

[Car]

About 2 minutes by car from Nagano IC. About 20 minutes by car to Zenko-ji, Nagano Station.

Please click here for more information.
Do you have a parking lot?: There is a free outdoor parking lot (270 cars). ※Large cars can also be parked.
The attached EV charger
・Four Tesla Super Chargers
・1 quick charger
・2 ordinary chargers
Do you have vending machines?: It's on the first floor.
Do you have a microwave oven?: It's on the first floor.
Is there a smoking area?: There is a smoking area on the first floor.
Can I check my baggage?: Please use the free locker in the gauge room on the first floor.
Do you have laundromats?: It's on the third floor. Operating hours: 6:00～23:00
Are there any commercial facilities around the hotel?: There are convenience stores, supermarkets and drugstores within a 5-minute walk away.
Can I use Wi-Fi?: After selecting "Acccor" and enter your email address to connect to Wi-Fi.
Do you have pharmaceuticals?: We do not provide pharmaceuticals to our customers.
Do you have an ice machine?: No. Please purchase it at the shop on the first floor.
Could you keep my refrigerated and frozen goods?: We do not store refrigerated products or frozen products.

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