Frequently Asked Questions

Home Frequently Asked Questions

Inquiries: E-mail

+81-78-302-1111

Stay

Can you issue a receipt?

For the onsite payments, we can prepare the receipt at front desk.
For the advance payments (online card payment, package tours with airline tickets, etc.), we cannot issue a receipt at the hotel. Please contact to booking site or travel agency.

Reservation via online card payment on the official website, you can issue the receipt to the followig link.
Reservation confirmation form

Is cashless payment available?

We accept payments as below.（not including room service charges）

・Credit card

・QR code（PayPay, Rakuten Pay, au PAY, DOCOMOpay, Alipay, WeChat Pay）

・E-money（Rakuten Edy, QUICPay, iD, WAON, nanaco, IC transport card, PiTaPa）

How many days in advance can I make a reservation?

Reservations can be made up to one year before.
Internet reservations can be made about 6 months in advance.

How long do I have to notify of a cancellation?

No cancellation fee is required up to 2 days in advance.
Please note that cancellation fees are 20% for the day before, 80% for the day of, and 100% for no-shows.
Cancellation policy may vary depending on the rate plan（advance purchase rate etc）.
Please confirm upon booking.

What time is the check-in and check-out?

Regular check-in time is from 15:00 and check-out time is by 12:00.
Check-in and check-out times may vary depending on the plan you have booked. Please check the plan details when you make your reservation.

※Check-out time will be changed by 11:00 from April 1, 2025

Can I check-in earlier or extend my check-out time?

It is possible (for a fee). We may not be able to accept this service depending on the date of your stay, so please be sure to enquire ahead of time.

Where can I check-in for the Executive Floor "Oval Club"?

If you check-in before 19:00, please go to the Executive Lounge on the 26th floor.
If you arrive after 19:00, please check in at the front desk on the first floor.
To access the Executive Lounge on the 26th floor, you will need the security key for the elevators; please ask the staff on the 1st floor lobby.

Can I leave my luggage before check-in?

Please take your items to the cloakroom on the 1st floor.
Luggage can also be stored in the cloakroom after you have checked-out.

Is there a porter service to deliver luggage from Sannomiya Station or Shin-Kobe Station?

Unfortunately, there is no porter service. Please use the coin lockers around the station or leave your luggage at the cloakroom on the first floor of the hotel.

Can I send my items ahead of me?

You can send them.
Please include the name, contact information, reservation name, and date of stay of the guest who is sending the luggage in the invoice.
[Address]
650-0046 Kobe-shi Chuo-ku Minatojima Nakamachi 6-10-1 Kobe Portopia Hotel Main Bldg. 1F Cloakroom
TEL. 078-302-1111

Is there a parking lot?

There is a multi-story parking lot for about 450 cars. If you have a lot of luggage, please unload your luggage at the hotel's main entrance first, and then proceed to the parking lot.
Parking is not by reservation. The height limit for multi-level parking is 2.1 meters.

How much is the parking fee?

¥800 per night per vehicle. ¥3,200 per vehicle over 4 nights.
(Parking is free for guests of the Oval Club, Suite Rooms, and guests with free parking privileges.)
The above rates allow you to take the car out as many times as you like during your stay.
You may park at any time on the day of check-in. Please remove your vehicle by 14:00 on the day of departure.
After the duration of times indicated above, a basic fee (¥300 per 30 minutes) will be added.

Is there a coin laundry in the hotel?

Unfortunately, there are no coin-operated laundries in or near the hotel, so please use the hotel's laundry service.
[Regular Service] If you order by 10:00, your order will be delivered by 18:00.
[3 hr Service] If you place your order between 8:30～15:00, it will be delivered in about 3 hours. The fee is 50% more than the [Regular Service].

Do you have pajamas? What style are they?

110cm length sleeping gown is available in each room. Size L (135cm length), size S (100cm length), and children's (70cm length) are available upon request.
Separate upper and lower pajamas are available in the Executive Floor OVAL CLUB rooms.

Is there free ice in the hotel?

Please contact the front desk. A staff member will deliver it to your room.

Are there any amenities, equipment, or services for children?

We offer a variety of services to make your stay with your children more comfortable.

Pajamas for children (70cm/100cm in length)
Kid's amenity set (cup, toothbrush, towel, slippers) ※¥500 yen (tax included)
Bed Guard
Baby bed ※¥1,265 yen per night (tax and service charge included)
Diaper waste bin
Bottle warmer・Water Thermometer・Picture book・etc.

※The amount is limited, so please let us know when you make your reservation.
There is also a guest room certified as a "Welcome Baby Inn" by the Miki House Childcare Research Institute.(Japanese only)
Please contact us for details.

Is there a fee for co-sleeping with a child?

Up to one child of elementary school age or younger can sleep with an adult.
Except for the Oval Club, the fee is not charged on the general floors.
For guests staying at the Oval Club, there is a fee of ¥ 5,060 (including tax and service charge) for children 4 years and older and ¥ 7,590 (including tax and service charge) for elementary school children and older.

Are there non-smoking rooms?

Non-smoking rooms are available except for some floors. Please be aware that when we are full, the rooms may be deodorized.

Is there a Japanese-style room?

There are four rooms on the 7th floor of the Main Building and five Japanese-Western rooms in the South Wing.

Are there wheelchair-accessible rooms?

Barrier-free rooms are available. Please inquire by phone.

Is there a room that can accommodate four people?

The Main Building Japanese-style rooms, South Wing 4-bed, Japanese-Western rooms, and Residential Suite can accommodate up to four people.

Is internet connection available?

Wireless LAN connection is available in the guest rooms (free of charge).
Click here for details

Is there a DVD/Blu-ray player in the room?

DVD players are only available in the Oval Club, Healing Rooms and some suites.
DVD players and Blu-ray players are available to rent.
A limited number are available, so please let us know when you make your reservation.

Is there a free newspaper service?

It is sold at the front desk for a fee.

Where can guests have breakfast?

Breakfast is available at our hotel restaurants or from Room Service.

For guests with early morning departures, a takeout sandwich box can be prepared. Please ask the Reservation Department in advance.

What are the hours for Room Service?

Room Service is available from 7:00 to 23:00. The breakfast menu is available from 7:00 to 11:00 and the lunch and dinner menus are available from 11:00 to 21:00. The late night dinner menu is available from 21:00 to 23:00.

Restaurant

Is cashless payment available?

We accept payments as below.（not including room service charges）

・Credit card

・QR code（PayPay, Rakuten Pay, au PAY, DOCOMOpay, Alipay, WeChat Pay）

・E-money（Rakuten Edy, QUICPay, iD, WAON, nanaco, IC transport card, PiTaPa）

When can I make a reservation at a restaurant?

Reservations can be made up to one year in advance; please contact us if you would like to make a reservation even earlier.
Reservations can be made online about three months in advance.

Can I make a reservation for breakfast?

As a rule, we do not accept reservations for breakfast. Guests will be served in the order in which they arrive.

Can non-overnight guests use the restaurant for breakfast?

This service is also available for non-overnight guests.

Is there a dress code for the restaurant(s)?

Shorts, clogs, etc. may not be permitted.
We do not have a dress code for general attire.

Are children permitted in the restaurant(s)?

Guest 20 years and older are permitted for the Sky Grill Buffet "GOCOCU" during cocktail hours and Bar "L’estacade". Guest 10 years and older are permitted for the Comptoir "Ruban" during dinner time.
Except for the restaurants listed above, children of all ages are welcome.

Is baby food available?

Reservations required up to 3 days in advance.

（Restaurants: Sky Grill Buffet “GOCOCU”, Dining Cafe “SOCO”, and Japanese Restaurant
"Kobe Tamura"）

Are there any restaurants with private rooms?

The following have private rooms: Sky Grill Buffet "GOCOCU", Chinese Restaurant "Shukei En", Teppanyaki "Tajima", Comptoir "Ruban", and Japanese Restaurant "Kobe Tamura".
＊Depending on the restaurant, a private room fee will be charged.

We are celebrating a special occasion. Can you provide flowers and cake?

We can prepare it for you, so please let us know when you make your reservation.

Are there any restaurants that allow smoking?

Smoking is not allowed in any of the restaurants and bar lounges in the hotel, but smoking rooms are available next to the Chinese restaurant "Shukei En" on the 29th floor of the Main Building, the Sky Grill Buffet "GOCOCU" on the 30th floor of the Main Building, and the Kobe Skewers "SAKU" on the 4th floor of the South Wing.

How much is the parking fee when using the restaurant?

Free for up to 2 hours if you spend over ¥2,000, free for up to 4 hours if you spend over ¥5,000.
After that, the fee is ¥300 every 30 minutes.

Can you accommodate allergies, etc.?

We will do our best to accommodate your needs. Please contact us in advance.

Are there any restaurants that are wheelchair or stroller-accessible?

Wheelchairs can be accommodated at all restaurants. Table heights, etc. vary by restaurant and seat, so please inquire in advance.
Baby strollers are not allowed in all restaurants, so please check when you make your reservation.

Do you have gift certificates or gift vouchers?

The concierge desk provides sightseeing and transportation information and sells tickets.
For more information, please click here.
Some options are also available on the hotel's official online store.
Click here for online store (Japanese only)

Parties/Meetings

I would like to book a banquet, what should I do?: You can contact us by telephone.
If necessary, you can discuss directly with a sales representative by making an appointment to visit the hotel, or the sales rep can go to your office, etc.
Please feel free to contact us for any inquires.
Sales Department　TEL：078-302-1130
Office Hours: Weekdays 9:30～18:00 ／ Weekends & Holidays 10:00～17:00
Contact us by email
Do you offer on-site banquet service (catering service)?: We will be happy to assist you. We can meet a wide range of needs, including preparation from the day before.
Please feel free to contact us.
Sales Department　TEL：078-302-1130
Office Hours: Weekdays 9:30～18:00 ／ Weekends & Holidays 10:00～17:00
Is smoking allowed in the banquet hall?: In accordance with the Hyogo Prefecture Ordinance on the Prevention of Passive Smoking (Revised Health Promotion Law), all banquet rooms (including the foyer) are non-smoking, except for designated smoking areas.
Click here for information about designated smoking areas» (Japanese only)
Is it possible to use the Internet and computers in the banquet rooms?: Connection is available at all venues with prior arrangement.
Click here for details
How much will I be charged for parking when I attend a banquet?: Parking is free for up to 4 hours for banquet attendees.

Facilities

Do you have a smoking area?: Next to the entrance on the second floor of the Main Building, next to the entrance of the banquet hall on the first floor of the Main Building, next to the elevator on the first floor of the South Wing, and in front of the courtyard on the basement floor of the South Wing.Click here for details» (Japanese only)
For the restaurants; the Chinese restaurant "Shukei En" on the 29th floor of the Main Building, the Sky Grill Buffet "GOCOCU" on the 30th floor of the Main Building, and the Kobe Skewers "SAKU" on the 4th floor of the South Wing have smoking areas.
I would like to use the gym when I stay here. Can I rent clothes and shoes?: Clothing (top, bottom, socks), training shoes and swimsuits are provided free of charge.
Are there any convenience stores nearby?: There is a Family Mart on the first floor of the hotel shopping arcade.
（Open hours；6:00～25:00）
Are there vending machines?: There is a soft drink and food vending machine next to the hotel shopping arcade 1F entrance
(next to Family Mart). (Open 24hours)
Is there a post office or bank with an ATM?: The ATM in the hotel is located in the "Family Mart". (Open hours: 6:00～25:00)
ATMs in the vicinity are listed below.
Mitsui Sumitomo Bank Next to the "World" Building (Open every day 8:00～21:00)
About 5 min walk from the hotel
Is there an esthetic salon?: The esthetic salon "Salon de Beauté" is located on the 5th floor of the South Wing.
Click here for details
Is there a swimming pool?: There is an indoor pool on the 4th floor of the Main Building (available only to guests) and an outdoor pool on the 4th floor of the South Wing (open only in summer).
Click here for details
Can foreign currency be used at the hotel?: Foreign currency cannot be used for payments at the hotel or its facilities. However, there is exchange machine next to the Front Desk. You can exchange foreign currency (US dollars, Australian dollars, Canadian dollars, British pounds, Euros, Hong Kong dollars, Chinese yuan, Taiwan dollars, Korea won, Thai baht, Singapore dollars, or Swiss francs) for Japanese yen.
Is there a package delivery service in the hotel?: There is a package delivery service only within Japan. It is located at the Cloak Room on the ground floor of the Main Building.
Is there a fitness gym at the hotel?: There is a fitness gym and tennis courts (Main Building, 4F).
It is for the exclusive use of guests staying at our hotel.
Please note that there is a fee to use the fitness gym. >>
Where can I buy cold medicine?: Sunporto carries a variety of over the counter medicines.

It is located in the South Wing hallway.

Barrier Free

Are there wheelchair-accessible parking lots, restrooms, and guest rooms?

Yes. In addition, we also have diaper changing sheets, restrooms equipped with ostomate features, and other barrier-free facilities.

・Wheelchair-accessible parking
・Slopes are available
・Automatic doors to building entrances
・Elevators
・Breast-feeding room
・AED equiptment
・information desk (bell captain desk, front desk)

・Western-style toilets
・Diaper changing sheets
・Restrooms with baby chairs
・Restrooms with fitting boards
・Wheelchair-accessible restrooms
・Restrooms with Ostomate features

Are wheelchairs available to borrow?

You can borrow it (free of charge). Reservations are required.
Please let us know when you make your hotel reservation.

Can I bring my guide dog into the restaurants and guest rooms of the hotel?

Service Dogs are permitted to enter.

Transportation

How do I get to Kansai International Airport from the hotel?: You may either take an airport limousine bus from Sannomiya or catch the Kobe-Kansai Airport Bay Shuttle from Port Island. For details about airport transportation, please refer to our directions page. >>
What's the closest station to the hotel?: The closest station is Shimin Hiroba Station (Port Liner monorail). >>
How do I get to the hotel if I am traveling by train?: From Sannomiya Station (JR, Hankyu, Hanshin or Kobe City Subway), please transfer to the Port Liner monorail and exit at P-06, Shimin Hiroba Station. There is a covered connecting walkway to the 2nd floor entrance of the hotel. >>
Does the hotel have a shuttle bus? Are reservations necessary?: The Kobe Portopia Hotel has complimentary shuttle bus service to and from Sannomiya and Shin Kobe Station. Reservations are not necessary but seats are limited. If the shuttle bus is full, please wait for the next shuttle or take the Port Liner or taxi to the hotel. >>

Additional Services

Can I get hot water for my baby's milk?: There is a kettle in your room.
You can also request room service to bring you hot water at an appropriate temperature (about 60°C).
Do you sell baby items such as diapers and baby formula?: Paper diapers are available at the “FamilyMart” convenience store（L size only）.
Please be aware that we do not handle food products such as powdered milk.
“FamilyMart” Information (Japanese only)
Is there a place to change diapers or a baby bed?: There is space for changing diapers in the "Family Restroom" and the women's restroom on the first floor of the Main Building, the restroom next to Tajima on the second floor of the Main Building (women only), and the restroom under the stairs (men and women) on the basement floor of the Main Building.
Is there a nursing room?: A nursing room is available in the lobby on the first floor of the Main Building and entrance of Japanese Restaurant "Kobe Tamura" on the 4th floor of the South Wing.
Please ask the hotel staff if you wish to use it.
Are there baby chairs available in the restaurant(s)?: We can prepare one for you. Quantities are limited, so please contact us in advance.
Is there a childcare service?: The child care room "Fantastic Alice" is located on the 7th floor of the Main Building. (Japanese language only)
Reservation・Inquiry TEL：078ｰ303-5247
“Fantastic Alice” Information (Japanese only)