Onsen Hot Pools

Before making a booking it is very important that our guests consider the following points about alterations, rescheduling and cancellation:

Alteration

The number of people sharing a pool may be increased or decreased with no penalty. (However there is a limit of 4 people per pool, and the per-person price of the booking depends on the number of people sharing the pool.) The number of pools can be increased at any time, subject to availability. Reducing the number of pools is treated as a cancellation and is subject to the conditions described below.

Rescheduling

At Onsen Hot Pools, we understand that our guests' holiday itinerary can be subject to unexpected changes. So if your plans change, then we're happy to be flexible and accommodating. Bookings may rescheduled up to 2 hours prior to the start of thethe booking without penalty. Note however that bookings are rescheduled on a space-available basis.

Cancellation

Because we only heat pools in response to our guests\' bookings, we incur almost all our costs prior to our guests' arrival. We therefore take our cancellation policy very seriously. We require 12 hours notice of cancellation in order to avoid the needless expense of heating pools.

Cancellation Fee

Guests who cancel their booking within 12 hours of the appointed time, or who fail to arrive for their booking, will be charged the cancellation fee. The cancellation fee is the full cost of the guests' booking.

Notice Of Cancellation

Guests who wish to cancel a booking must call before 9am on the day of their booking (leaving a message on our telephone answering machine) to avoid incurring the cancellation fee. Guests who call after this time have the option to reschdule their booking to avoid being charged the cancellation fee.

Securing Your Booking

To guarantee a guest\'s booking, we require one of the following:

• Prepayment of the cancellation fee (the full cost of the guest's booking)
• The means to charge the guest the cancellation fee in the event of their non-arrival (eg. a creditcard number)

A booking is not guaranteed unless one of the above conditions is met. Guests should not assume that a pool will be prepared for them unless they have been told that their booking is guaranteed.

Note that creditcard details are held only for the purpose of charging the cancellation fee. If the guest arrives for their booking on-time, reschedules their booking, or cancels their booking outside the notice period, nothing will be charged to the creditcard.

Advice To Ensure Your Booking Is Successful

Do not make a booking unless you are confident that you are able to attend. If you are unsure, wait until your confidence improves before you book. (Ie. Don't book if you think you may have to cancel.) Instead of making a booking when you're uncertain, if you unexpectedly find that you are able to visit us, call before you set out to see if there is space available. We will often hold a pool for 30 minutes when someone calls.

If you intend to use the shuttle bus, be confident that you know where the bus will collect you from. If you miss the bus, unless you are able to make your own way to the pools, your booking will be cancelled. The bus waits for only 10 minutes at the pick-up point (from 25-to-the-hour to 15-to-the-hour) so be punctual. If you do miss the bus, call us before the start of your appointment and we may be able to reschedule your booking (no charge) instead of cancelling it (cancellation fee!)

If you're driving yourself, allow plenty of time to be sure you arrive on-time. We may not be able to offer you your full hour in the pool if you arrive late. Guests with appointments after yours will expect their pool to be available on-time.