Sanso Murata Reservation Policy

Article 1. Scope of Application

1. Accommodation contracts and related agreements concluded between Sanso Murata (hereinafter referred to as "the Ryokan") and guests shall be governed by these terms and the accompanying usage regulations (hereinafter referred to as "Usage Regulations"). Matters not stipulated in these terms shall be governed by applicable laws and generally accepted customs.
2. If the Ryokan agrees to a special contract within the bounds of laws and customs, such special contract shall take precedence over the provisions of the preceding paragraph.

Article 2. Application for Accommodation Contract

1. Persons wishing to apply for an accommodation contract (reservation) with the Ryokan shall provide the following information in accordance with the regulations of the country where the Ryokan is located:
   • Guest's name
   • Date of stay and expected arrival time
   • Applicant's contact information (as per Appendix 1)
   • Name and contact information of the person responsible for payment
   • Other requirements deemed necessary by the Ryokan
2. If there are any changes to the information provided above, please promptly inform the Ryokan of the updated details.
3. If a guest requests to extend their stay beyond the original reservation dates, the Ryokan will treat this as a new application for an accommodation contract at the time the request is made.
4. Personal information obtained by the Ryokan will be used in accordance with the "Handling of Personal Information" policy.

Article 3. Conclusion of Accommodation Contract

1. The accommodation contract is considered concluded when the Ryokan accepts the application mentioned in the previous article. However, if the Ryokan can prove that it did not accept the application, this does not apply.
2. Upon conclusion of the accommodation contract as per the previous clause, the guest shall pay a deposit, up to the total amount payable for the stay, by the date specified by the Ryokan.
3. The deposit will first be applied to the accommodation fee the guest is ultimately required to pay. If the circumstances specified in Article 7 or Article 19 apply, the deposit will be used first for penalties and then for compensation. Any remaining balance will be refunded to the original credit card or, in the case of other payment methods, transferred to the guest’s designated bank account once confirmed.
4. The deposit will first be applied to the accommodation fee due from the guest. If the conditions set forth in Article 5 or Article 15 occur, it will be allocated to penalties first, followed by compensation. Any remaining amount will be refunded at the time of payment based on Article 11.
5. If the deposit under Paragraph 2 is not paid by the date specified by the Ryokan, the accommodation contract shall become void. However, this applies only if the Ryokan has informed the guest of the payment deadline.

Article 4. Special Clause Exempting Deposit Payment

1. Notwithstanding Paragraph 2 of the preceding article, the Ryokan may agree to a special clause waiving the requirement for a deposit after the contract is concluded.
2. If the Ryokan does not request the deposit or specify the payment deadline when accepting the application, it will be treated as having accepted the special clause above.

Article 5. Refusal to Conclude Accommodation Contract

the Ryokan may refuse to enter into an accommodation contract in the following cases.

• If the application for accommodation does not comply with these Terms and Conditions.
• If there are no available rooms due to full occupancy.
• If due to disasters or other emergencies, rooms are to be prioritized for victims or emergency workers, or similar circumstances.
• If the person seeking accommodation is affiliated with organized crime groups or antisocial forces.
• If the guest is deemed likely to violate laws, public order, or good morals during the stay.
• If the guest is clearly suffering from a contagious disease that may spread.
• If the guest demands services or burdens beyond socially accepted standards.
• In the event of natural disasters, facility failure, or other unavoidable reasons that prevent accommodation
• If the guest is intoxicated and may disturb other guests or interfere with hotel operations, or has shown troubling behavior.
• If the guest is clearly in a state of mental or physical illness.
• If the guest posts malicious or false content about our staff or other guests on social media or forums.
• If a minor without guardian consent attempts to stay alone.
• If the reservation is made with the intent to transfer the right of stay to someone else.
• If a reservation is made without actual intention to stay.
• If the person has had previous trouble with the Ryokan.

Article 6. Guest's Right to Cancel the Contract

1. Guests may cancel the accommodation contract by notifying the Ryokan.
2. If the guest cancels the contract due to their own fault (excluding cases where the guest cancels before the payment deadline designated under Article 3.2), the Ryokan may charge a cancellation fee. However, if a special agreement under Article 4.1 exists, this applies only if the guest has been informed about the penalty obligation.
3. If the guest fails to arrive by 8:00 p.m. on the check-in date without notice (or two hours after the stated arrival time), the Ryokan may consider the reservation as canceled by the guest.

Article 7. Ryokan's Right to Cancel the Contract

1. If any of the specified conditions are discovered after reservation or during the stay, the Ryokan reserves the right to refuse service at that point.
   • If the guest is identified as a member or associate of an organized crime group or other antisocial forces as defined by relevant laws and ordinances.
   • If the guest commits or is likely to commit acts such as assault, threats, extortion, unlawful demands, gambling, unauthorized drug or weapon possession or use, disturbing other guests, or any acts against the law or public order and morals.
   • If the guest is recognized as having committed or likely to commit acts contrary to laws, public order, or good morals.
   • If the guest is clearly recognized as having a contagious disease.
   • If the guest behaves in a way that significantly disturbs other guests.
   • If the guest makes unreasonable demands or requests an excessive burden on the inn or its staff.
   • In the event of natural disasters, facility failure, or other unavoidable reasons that prevent accommodation
   • If the guest smokes in bed or tampers with fire safety equipment, compromising fire prevention.
   • If the guest is intoxicated and is likely to or already has seriously disturbed other guests (as per local ordinances).
   • If the reservation was made through a travel agency and payment has not been confirmed. This includes cases where payment was made just before or after banking hours or via online banking, and the transaction cannot be confirmed due to bank holidays.
   • If the guest violates these terms or the inn’s rules.
2. Notices of cancellation will be made verbally, by phone, email, or in writing to the contact provided in Article 2. If undelivered, it will be considered delivered after a reasonable period, per Article 3.3.
3. If the inn cancels the accommodation contract based on the previous two clauses, no refund will be given cases (3) and (5) of Article 7.1.

Article 8: Guest Registration

1. On the day of stay, guests must register the following information at the front desk.
   • Name, age, gender, address, phone number (or mobile number), and occupation of the guest.
   • For foreign guests: nationality, passport number, place and date of entry into Japan.
   • In addition, foreigners without a domestic address must provide a copy of their passport.
   • Departure date and estimated time of departure.
   • Other requirements deemed necessary by the Ryokan
2. If the guest intends to pay by traveler’s check, accommodation voucher, credit card, or other non-cash methods, they must present it at the time of registration.

Article 9: Use of Guest Rooms

1. The guest may use the room from the designated check-in time to check-out time. For multiple-night stays, the room is available all day except on arrival and departure days. Note that room preparation may cause delays after check-in time.
2. The inn may allow use of rooms outside the specified hours at an additional charge.
3. Even within the hours during which guests are entitled to use their rooms under the preceding two paragraphs, the Ryokan may enter the room and take any necessary measures for safety, hygiene, or other operational reasons.

Article 10. Compliance with House Rules

While on the premises, guests must comply with the house rules posted by the Ryokan.

Article 11. Business Hours

1. Detailed operating hours of our facilities are provided on our website, posted notices around the premises, and the in‑room information folder.
2. Business hours may be changed temporarily when necessary or unavoidable; in such cases, we will inform you by an appropriate means.

Article 12. Payment of Charges

1. The breakdown of accommodation charges payable by the guest and the method of calculation are as set forth in Appendix 1.
2. Payment of the accommodation charges mentioned in the preceding paragraph shall be made in Japanese yen or by travelers' checks, accommodation vouchers, credit cards, online payment services (including Alipay and WeChat), or other methods accepted by the Ryokan, at the front desk or another place designated by the Ryokan upon the guest’s departure or when requested by the Ryokan.
3. If the Ryokan makes a room available and usable but the guest chooses not to stay, the accommodation fee will still be charged.

Article 13. Responsibilities of the Ryokan

the Ryokan shall compensate any damage incurred by guests arising from the performance or non‑performance of the accommodation contract or related agreements, unless such damage is not attributable to the Ryokan.

Article 14. Measures When the Contracted Room Cannot Be Provided

If the Ryokan is unable to provide the room contracted with the guest, it shall, with the guest’s consent, arrange alternative accommodation under the same conditions as far as possible. If, notwithstanding the preceding provision, no substitute accommodation can be arranged, the Ryokan shall pay the guest compensation equivalent to the penalty, which will be applied to any damages. However, if the inability to provide the room is not attributable to the Ryokan, no compensation will be paid.

Article 15. Handling of Deposited Articles

1. For items deposited at the front desk by the guest, the Ryokan shall compensate for any loss or damage, except where caused by force majeure. However, for cash or valuables whose kind and value were not declared in advance, the Ryokan shall compensate only when it acted intentionally or with gross negligence, up to a limit of 150,000 yen.
2. For items or cash and valuables brought into the Ryokan but not deposited at the front desk, the Ryokan shall compensate for loss or damage caused by its intention or negligence. However, if the guest did not declare the kind and value in advance, the Ryokan shall compensate only when it acted intentionally or with gross negligence, up to 150,000 yen.
3. the Ryokan cannot accept custody of artworks, antiques, musical instruments, or similar items.

Article 16. Custody of Guests’ Luggage and Personal Effects

1. When guests’ luggage arrives at the Ryokan prior to their stay, the Ryokan will keep it safely only if it has agreed in advance, and will hand it over to the guest at check‑in at the front desk.
2. If, after checkout, luggage or personal effects are left behind at the Ryokan, the Ryokan will in principle wait for inquiries from the owner and follow their instructions. If no instruction is given, valuables will be delivered to the nearest police station within seven days (including the day found), and other items will be disposed of after three months. However, food, cigarettes, magazines, items that may impair hygiene, and other waste‑like items (obviously broken items) will be discarded the next day even within the storage period.
3. To handle forgotten luggage or personal effects appropriately according to their nature, the Ryokan may, at its discretion, inspect their contents and, as necessary, return them to the owner or dispose of them in accordance with the preceding paragraph; the guest may not object to this.
4. If expenses are incurred when returning lost property to its owner, those expenses shall be borne by the owner.

Article 17. Responsibilities of Guests

If, due to violations of these Terms or the House Rules, or for any other reason attributable to the guest, the Ryokan incurs costs for cleaning or repairing the room, loses sales opportunities, or suffers any other damages, the guest shall compensate the Ryokan for such damages.

Article 18. Room Cleaning

1. When a guest stays in the same room for two or more consecutive nights, the room will, in principle, be cleaned daily.
2. Even if a guest requests that cleaning be waived, the Ryokan will carry out cleaning in consideration of relevant health regulations and prefectural ordinances. Additionally, the Ryokan reserves the right to clean the room at any time it deems necessary.
3. Guests may not refuse the cleaning mentioned in the preceding paragraph.

Article 19. Parking Liability

When guests use the Ryokan’s parking lot, the Ryokan does not assume responsibility for the vehicle itself, regardless of whether the keys are deposited. the Ryokan shall not be liable for accidents, theft, or other incidents in the parking area unless they are attributable to the Ryokan.

Article 20. Internet Usage

1. Use of the internet within the Ryokan is at the guest’s own risk. The service may be interrupted or terminated without notice due to system failures or other reasons.
2. If the service is interrupted due to system failures or other reasons during Internet use and the guest incurs any loss as a result, the Ryokan bears no responsibility unless the cause is attributable to the Ryokan. If the Ryokan judges a guest’s online conduct to be inappropriate and such conduct is likely to cause or has caused damage to the Ryokan or third parties, the Ryokan may demand suspension of the service and the guest must compensate for any resulting damage.

Article 21. Guidelines on Customer Harassment

If a customer engages in harassment toward our staff, the Ryokan reserves the right to refuse service. In cases deemed malicious, the Ryokan will take strict measures, including contacting the police or legal counsel and pursuing legal action if necessary.

Article 22. Revision of the Terms

These Terms may be revised from time to time as necessary.

If these Terms are revised, the Ryokan will post the revised content and effective date on its website or inside guest rooms.

Appendix 1  Method of Calculating Accommodation Charges (Article 11)

The basic room rate follows the price list shown on the website.

• Accommodation charges

  Basic room rate

  Room charge and service charge

  Incidental charges

  Additional food and beverages (breakfast, dinner, other)

  Taxes

  Consumption tax, bathing tax, and other taxes mandated by laws or ordinances

  • Accommodation charges follow the price list posted in the premises and on the website.
  • Sharing a bed with an adult beyond room capacity is allowed only for guests under junior‑high‑school age; the number may be limited depending on room size.

  • About child rates

    • Age 13 and above: same as adult
    • Primary school: 70% (dinner & breakfast adult)
    • 50% (dinner kids’ meal, breakfast adult)
    • 30% (no meals)
    • Under primary‑school age: free

• Cancellation fees (Article 5)

  • 8 or more days in advance: 5% of the room charge (for credit card prepayments only)(Due to Stripe's payment processing fees.)
  • 2–7 days before: 30%
  • 1 day before: 50%
  • Same day: 80%
  • No‑show: 100%
  • The percentages indicate the ratio of the cancellation fee to the accommodation charge (including partner plan portions). If a partner’s cancellation policy yields a higher amount, that amount will be charged.
  • If the contracted stay is shortened, a cancellation fee is charged for each night not stayed, regardless of the number of nights reduced.
  • Cancellations from three days before arrival up to the day itself are non‑refundable; the stay date may be changed if rooms are available.

• Additional charges for use of guest rooms outside standard hours

  Guests may use their rooms from 3 p.m. to 11 a.m. the next day. For consecutive stays, rooms are available all day except on arrival and departure days. Additional fees under Article 8 (2) are as follows.

  Early check‑in

  1. If you use the room before check-in, a one-night fee will be charged. *Subject to availability. Please contact the front desk.

  Late check‑out

  1. If you use the room before check-in, a one-night fee will be charged. *Subject to availability. Please contact the front desk.
  • On check‑out day 11:00–15:00: extension fee 30%
  • On check‑out day after 15:00: extension fee 100%
  • If you wish to extend, we may be unable to accommodate depending on availability; please contact the front desk.
  • Rates vary by room type; please ask at the front desk.

House Rules

For guests’ safety and comfort and to preserve the Ryokan’s public character, the following rules form part of the Accommodation Agreement. Violation may result in cancellation under Article 6.

1. Using the room with more guests than contracted is prohibited; unreported extra guests will be charged.
2. The following acts are strictly prohibited within the Ryokan.
   • Using heating or cooking appliances and press irons or other electrical devices not supplied by the Ryokan
   • Smoking in beds, other fire‑prone areas, or outside designated smoking spots
   • Loud singing/noise, offensive odors, or any acts that disturb or annoy others
   • Bringing in the following items
     1. Pets/animals/birds
     2. drugs banned by law
     3. explosives/flammables/hazardous chemicals
     4. firearms or blades without permits
     5. excessively large or heavy items
     6. malodorous items
     7. garbage or unhygienic items
     8. personal electrical or cooking appliances
     9. any other items prohibited by the Ryokan
   • Acts contrary to public order or morals
   • Distributing flyers or other promotional materials to other guests
   • Moving, altering, removing, or misusing facilities or items
   • Leaving personal belongings outside guest rooms
   • Entering areas not intended for guests
   • Ordering food or drinks from sources not approved by the Ryokan
   • Using hair dyes or bleach in the unit bath
   • Burning incense or similar items in rooms
   • Activities for profit
   • Any other acts that impair safety or hygiene in the Ryokan
3. The following acts are strictly prohibited in guest rooms.
   • Using the room for purposes other than lodging
   • Meeting non‑registered visitors in the guest room
   • Affixing photos/posters to windows or displaying items that spoil the Ryokan’s appearance