FAQ

Reservations

How do I make a reservation?: We accept reservations up to 8 months in advance. Reservations can be made via the following methods:
1. Send us an e-mail (info@utaimachi.com)
2. Make a reservation via our website
3. Call us directly at +81-50-3786-2009 (available Mon-Sun from 10:00 to 19:00 JST)

What is the cancellation policy?: Cancellation of a reservation at THE MACHIYA KAZAHAYA may be subject to a cancellation fee. Please take a look at our cancellation policy listed in our Terms & Conditions for more details.

How can I make the payment?: Payment is required at the time of booking, and all charges will be processed in Japanese yen.
Accepted payment methods are as follows:
▪️ For online bookings (via our official website): Credit card (VISA, MasterCard, JCB, Diners Club, and American Express)
▪️ For direct bookings (via email or phone): PayPal or bank transfer

May I make a reservation on behalf of another guest?: Yes. When making your reservation, please let us know the name of the guest who will be staying, as well as the guests' contact number and email address.
If another guest will be making the payment, please ensure all guests are aware of reservation details.

Does the rate include tax and service charge?: Yes. All rates shown on our webpage include 10% consumption tax (incl. sales tax, VAT, excise duty, etc.) and service fees.

In Kanazawa City, a new accommodation tax will be implemented starting April 1, 2019

Accordingly, we will charge a separate accommodation tax based on you accommodation fee as determined by the Kanazawa City government. Please visit the link below for more information and details.
Kanazawa City Accommodation Tax

Is UTAIMACHI (boutique machiya accommodation) suitable for the elderly?: Yes. There are no age restrictions for guests staying with UTAIMACHI.
However, please note that UTAIMACHI is renovated, traditional Japanese accommodation.
There is 1 Japanese-style suite located on the 1st Floor: 1) Niju, Garden View Room (Japanese futon bedding)
Our 2 Rooms located on the 2nd Floor are: 1) Happyaku (Western-style bed & Japanese futon bedding), and 2) Sen (Western-style bed & Japanese futon bedding)
If you are looking for a room with specific requirements (i.e. dining table and chairs, Western-style bedding, etc.), please feel free to contact our friendly staff via email or telephone.
While we do our best to cater to all guest requests, we thank you for your understanding that some requests for adjustments cannot be met.

Is the house suitable for children?: There are no age restrictions for guests staying with UTAIMACHI.
Children under the age of 5 may stay share a bed with another guest with no additional charge. In this case, please process the guest as "0" when making your reservation.
Please be aware that due to the traditional layout of the houses we may not be able to make adjustments for child-proofing.

Can we have more than the maximum number of guests in one room?: Unfortunately, due to the Japanese Fire Service Act issued by the Kanazawa City government, we are unable to accept more than the maximum number of guests indicated under each property.

Can I change the number of guests after making a reservation?: Yes. You may change the number of guests up to 2 days prior to your check-in date.

How do I collect the key for my room?: We will hand you the room key upon check-in at our reception desk.
Please kindly check your confirmation email sent to you by UTAIMACHI prior to your arrival.

How do I check in?: Check-in will be available at our UTAIMACHI reception desk between 9:00-19:00. More detailed instructions will be sent after your reservation is confirmed. If you will be arriving after 19:00, please inform our staff via info@utaimachi.com prior to your arrival.

Is Yukata provided?: Yes, yukata are provided for all guests staying at UTAIMACHI.

How many children can stay without any charge?: We allow up to 2 children under the age of 5 to stay for free (when sharing a bedding with another guest).

Are meals included?: Yes. All reservations will include our western-style breakfast. For more information, please take a look at our Breakfast Page. If you have any additional questions, please email our staff at info@utaimachi.com

What type of kitchen facilities are there?: All 3 suite rooms at UTAIMACHI include kitchen facilites. Kitchens will be equipped with: refrigerator, microwave, toaster, IH stovetop, plates, cups, utensils, hot water kettle, rice cooker, cooking utensils, and more.
In addition, there is a washing machine (with dryer function) included in each kitchen area.

What amenities are included?: All guests will receive complimentary bathroom amenities: towels, toothbrush, cotton set, hairbrush, razor, shampoo, conditioner, bodywash, and more.
For details on amenities, please take a look at our rooms page.

Can we get in touch if we have any problems during our stay?: Yes. Should you have any questions during your stay, you may use the reception phone to contact our guest services team at our emergency number, which is available 24 hours/day.

Are there any restrictions on noise in the house?: No parties or events are allowed inside UTAIMACHI at any time.
As UTAIMACHI is traditional, wooden structure, noise tends to echo more than usual. Additionally, as UTAIMACHI is located in a residential area, close to surrounding neighbours, we respectfully ask you to take care particularly when talking in the entrance or outside the house.

Do you have any car parking space?: UTAIMACHI does not have a private car park on-site. However, there are a number of coin parking lots within walking distance to UTAIMACHI. Please contact our staff, and we would be happy to provide you with more information.

How do I get to the accommodation by taxi?: We will include Japanese instructions to show your taxi driver in your reservation confirmation e-mail.
Should the taxi driver have any issue locating UTAIMACHI, please have them call our guest services team at TEL: 076-254-6061