FAQ/Chat bot

Cancellations via My Page must be made by the day before departure.
For cancellations on the day of departure, please contact the accommodation directly by phone to inform them you wish to cancel your reservation.
https://req.qubo.jp/odakyu-t/preview/refundrequest

The cancellation fee is basically based on Japan time.

You cannot change the date and number of persons. In this case, please
cancel and then reserve your entire trip again.

You can cancel from “My Page”.

If you cancel and then reserve it again after the cancellation deadline in cases such as changing the number of persons “when only one person in the group cannot travel”, the cancellation fee will be charged for all p

If you cancel your reservation, we will refund you through your credit
card company.

You cannot change the reservation name. In this case, please reserve
your trip again.

The minor can stay in th hotel alone. However, the parental consent is required.

In cases such as “I reserved a room for 4 to 5 persons, but the number of guests has been changed to 3,” please cancel your current reservation and make a new reservation for a room type that matches the updated number of guests.

You cannot change your reservation. In this case, please cancel and reserve your desired accommodation or room type again. Please note that the cancellation fee may be charged depending on the schedule.

On the Limited Express Romancecar, all seats are reserved, and it takes about 80 minutes to travel between Shinjuku and Hakone-Yumoto. In addition to a regular passenger ticket, a limited express ticket is required to board. On other trains, including Rapid Expresses and Expresses, there is standing space with few seats. While seating is not guaranteed, only a regular ticket is required to board. The ride between Shinjuku and Hakone-Yumoto takes about two hours.

The interior layout differs by train. The GSE has space to store large luggage and space under the seats to store smaller items. The EXEα is equipped with a luggage area designed specifically for suitcases. The EXE, EXEα and MSE have an overhead shelf for carry-on luggage.

We regret to say that changes to other trains and refunds are not available once the train has departed. Please ensure you do not miss the train. Changes can be made to another train before the departure time if there is available seating. Contact a station staff member for further details.

Changes and refunds for limited express tickets can be made only before the departure time. Please be careful as no changes or refunds will be made for limited express tickets once the departure time has passed. A handling fee of 100 yen applies to limited express ticket refunds. Train changes for purchased limited express tickets can be made only to trains with available seating. Contact a station staff of Odakyu line for further details.

Limited express tickets can be reserved or purchased starting at 10 a.m. (JST) one month before the departure date. Reservations and purchases can be made at station windows and ticket vending machines at stations on Odakyu Lines and online at EMot Online Tickets.

Pass through as normal (do not use the limited express ticket). You can use a regular ticket, a Discount Pass, or scan an IC card such as a PASMO or a Suica.

To board the Romancecar, a Limited Express Ticket (with seat reservation) in addition to a regular ticket to your destination is needed. In place of a regular ticket, a Discount Pass or an IC Card (PASMO or Suica) can also be used. See here for details on using the Odakyu Limited Express Romancecar.

No, just the ordinary fare applies (regular ticket + limited express ticket). There are 16 panorama view seats located at the front and 16 at the rear of the 70000 series GSE. Because of the limited number of seats, we recommend purchasing your seat early. Limited express seats become available for purchase at 10 a.m. one month before the departure date, and observation deck seats can be reserved if not yet taken.

The Hakone Freepass, the Enoshima-Kamakura Freepass, the Tanzawa-Oyama Freepass and tickets for Odakyu Lines can be purchased from ticket vending machines at stations and online. Passes such as the Fuji Hakone Pass cannot be purchased from a ticket vending machine or online and some passes are available only at Odakyu Sightseeing Service Centers.

· Click here for the Odakyu Sightseeing Service Centers.
· Click here for online purchasing.

The Hakone Freepass departing from Shinjuku includes a round-trip ticket for use between Shinjuku and Odawara. However, the Hakone Freepass departing from Odawara does not include a ticket on the Odakyu Lines and therefore a ticket must be purchased separately to ride the Odakyu Lines. Other Discount Passes departing from an Odakyu station include round-trip passage from the departing station to Odawara Station. To ride the Romancecar, a limited express ticket must be purchased separately regardless of the Discount Pass.

Hakone Freepass

Discount Passes and other excursion passes are valid from 1 to 3 days depending on the pass purchased. The date of purchase is considered the first day of the period of validity, regardless of the actual time of purchase. In the case of a 2-day Hakone Freepass, for example, the period of validity ends after the last train/bus service on the following day. Please note that 2 days does not mean 48 hours.

Odakyu Sightseeing Service Centers provide tourism information for foreign travelers and are conveniently located at the West and South Exits of Odakyu Shinjuku Station. Stop by to get information about Hakone, one of Japan’s most famous hot spring areas, Enoshima and Kamakura with their rich history and nature, and other travel information. They also sell Discount Passes, can assist with reserving and purchasing limited express Romancecar seats, provide temporary baggage holding services and offer various information helpful to travelers.

Odakyu Sightseeing Service Centers

For credit card, we accept Visa, MasterCard, American Express and China UnionPay.
You can also pay with Alipay and WeChat Pay.

You cannot reserve them together. We are currently accepting reservations for accommodation only.
The Romancecar ticket and freepass can be purchased at EMot Online Tickets or Odakyu Sightseeing Service Center.

You cannot get your resevation back. In this case, please reserve your trip again.

If you cancel and then reserve it again after the cancellation deadline in cases such as changing the number of persons “when only one person in the group cannot travel”, the cancellation fee will be charged for all p

There is no voucher required. You can check into the hotel under your reservation name. Please tell the staff your reservation name at the front desk.

You cannot pay the accommodation fee at the hotel. We accept the advance payment only. (Except for the bathing tax, please pay at the hotel)

A tax of 150 yen per person per night will be charged. Please pay at the
hotel front desk.

Please contact the hotel directly If you will be checking in after 18:00.

If you cancel your reservation, we will refund you through your credit
card company.

Please check the details of your reservation at “Reservation Completion” in your email or “My Page”.

Please contact the hotel staff directly regarding “Food ingredients” or “Food allergies”.
Please note that it may not be possible depending on the accommodation.

You can use the VISA, MASTER, JCB and AMEX. *Only lump-sum payments are accepted.

In cases such as “I reserved a room for 4 to 5 persons, but the number of guests has been changed to 3,” please cancel your current reservation and make a new reservation for a room type that matches the updated number of guests.

You can change your member registration information from “My Page”.