When is the payment?

About reservation

Please pay at the time of arrival.

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

Check-in 15:00 Check-out 11:00
※It may vary depending on your reservation plan.

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 over the phone?

Yes. Click here to make a reservation by phone. 03-6830-3912（8:00～22:00）

Please contact the hotel representative: 026-278-1811

I'd like to change or cancel my reservation.

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

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

We accept additional meals at the hotel site.

Can I make a reservation for a transfer?

Mercure Nagano Matsushiro Resort & Spa operates a free shuttle bus between the hotel and JR Nagano Station, which can be used by guests staying and returning home.
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?

The accommodation includes dinner, breakfast, basic drinks in the lounge, snacks, large public baths and some activities (local discovery).

※Meal conditions vary depending on your accommodation plan (with evening breakfast, with breakfast, without meals).

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

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

Do you have any smoking rooms?

No. Only non-smoking rooms are available. Please use the smoking area on the first floor.

Could you tell me about the accommodation agreement?

Click here for the terms and conditions of accommodation.

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About restaurants and dishes

Could you tell me about the restaurant's business hours?: Location: 1st floor restaurant "Locavore"
Breakfast buffet from 7:00 to 9:30 (final entry: 9:00)
Dinner buffet from 17:30 to 21:00 (final entry: 20:30)
※It is subject to change due to circumstances.
※The hotel has introduced VACAN, which distributes congestion and waiting time. In case of congestion, we will inform you of the order by e-mail.
Could you tell me about the response to food allergies?: Please check here for allergy policies.
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 it. Public spaces such as restaurants and public baths are not available for dogs.
Is it possible to bring food and drink?: Please refrain from it. Food and drinks are not allowed to be brought to the restaurant.
Is the restaurant available in yukata and slippers?: It can be used by wearing yukata and slippers provided by the hotel.
Can I eat food in my room?: We don't accept it.

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Rooms

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

Please bring your child's clothing from the Amenity Corner.

The SS size and LL size yukata will be replaced at the front desk.
Could you tell me about air conditioning in the room?: We use air conditioning in the entire building with a central management system. You can adjust only the air volume in the guest room.
What kind of amenities do you have?: [Amenity Corner on the 1st floor] Toothbrush, toothpaste, cotton swab set, razor, comb

[Large bath] Shampoo, conditioner, body soap, body lotion, cleansing (women's bath only), lotion (women's bath only), milky lotion (women's bath only), cotton swabs, tissues, child body soap, child shampoo

【Rooms】 Shampoo, Conditioner, Body Soap
Please tell me about room equipment, rental equipment, and facilities in the building.: Room equipment: TV / Internet connection (wireless LAN) Wi-Fi / refrigerator / boiling pot / dryer / towel / bath towel / slipper / yukata
Lending equipment: Trouser press / iron / humidifier / fan
Facilities in the building: Vending machines/coin laundry (charged)
Do you have a baby cot and bed guard?: Baby cots and bed guards are not available.
Is it possible to attach a bed and a bed or move it to the wall?: It is not possible to prepare the beds together.

It is possible to prepare a bed by bringing it to the wall.
Please tell me about cleaning when you stay overnight.: We do not basically clean up for consecutive nights. After the second night, we will put a new towel on the doorknob.

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

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

It will be cleaned between 10:00 and 14:00.

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About lounge

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

・From 15:00 to 18:00 Rakugu / Evening Social

・21:00-23:00 Toriwatari (Slightly) / Night Cap

・15:00-23:00/Onsen Lounge

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

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Large public bath

When can I use the large public bath?: 6:00 to 10:00 (final entry: 9:30) / 15:00 to 23:00 (final entry: 22:30).
Do you have towels in the public bath?: No. Please bring it from the guest room.
Do you have a shampoo for children?: It's available in the public bath.
Can I use it even if I have tattoo?: Please take a bath with a tattoo cover seal.

Tattoo cover seals are sold at the front desk for 200 yen per sheet.
Can the locker in the dressing room be locked?: There is a locker with a key in the dressing room.
Do you have a private bath?: No.
Do you have a replacement for men and women in the 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 / About 40 minutes by route bus

　※There is a free shuttle bus at Nagano Station / Reservation required

・From Nagoya: Get off at Shinonoi Station on the Shinonoi Line on the JR Chuo Main Line and take a taxi approx. 15 minutes

[Car]

About 2 minutes by car from Nagano IC. About 20 minutes by car to Zenko-ji and 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.
EV charger
・4 Tesla Superchargers
・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.
Do you have a smoking area?: There is a smoking area on the first floor.
Can I check my baggage?: Please use the free locker in the bagage room on the first floor.
Do you have a coin laundry?: It's on the third floor. Business 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.
Can I use Wi-Fi?: After selecting "Accor", you can connect to Wi-Fi by entering your email address.
Do you have any medications?: We cannot provide pharmaceuticals to customers at our hotel.
Do you have an ice machine?: No. Please purchase it at the shop on the first floor.
Could you keep the cold and frozen items?: We do not store cold or frozen products.

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