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    Frequently Asked Questions

    With these newly minted measures in place, how different will my stay experience be?

    We are keeping pace with the changes in local advisories and extending flexibilty where needed. We remain commited to maintain the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times. 

    Will breakfast and F&B services be available? How are they handled?

    Guests can enjoy to take a simple set breakfast at outside restaurant which is contracted with us. It take about 5 minutes by walk. Guests or patrons are spaced a distance apart at all times to minimise seats gathering and unnecessary interactions.

    Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs.

    With these facilities closed, what else can I do during my stay?

    The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments / rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied. 

    Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as steam and sauna remain close at the moment. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.

    Safe distancing signage are in place for facilities that remain open which all guests are reminded to adhere to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

    Are your properties being block-booked by the government/used as quarantine facilities?

    Fraser Residence Nankai Osaka is not being used as a quarantine facility.
    Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and the most relevant information given to our guests and staff is up-to-date.

    What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties.
    In case of a confirmed COVID-19 infection case, infected guest will be guided to the designated emergency room and the local health authority will be informed. We will act according to the authority's instructions from there on.

    Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will undergo temperature screening and adhere to stringent safe distancing measures in place. 

    What are the sanitation routines and policy in place now due to COVID-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organization for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available (We are working on payment gate way and will install shortly.)
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • Alternative arrangements for food and beverage
    • 24/7 management support team to implement any additional and immediate measures recommended by health authorities

    Has Frasers Hospitality been awarded with any hygiene accredition?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. Fraser Residence Nankai, Osaka has been certified by Osaka Municipality and SGS for good hygiene.

    Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.

    Are there any documentations or requirements for me to stay your properties? Are there any groups of people who are restricted from staying at your property?

    In adherence to local regulations and recommendations, we are not accepting guests who have arrived in Japan within two weeks before the check-in date. For more information, please contact us directly.

    Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.

    How do I cancel or amend corporate / group reservations?

    For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.

    Can I cancel or amend my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

    Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 30 September 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 30 September 2020
    • Cancellation must be made at least 48 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 30 September 2020
    • For stays beyond 30 September, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact us directly or visit our FAQ page.

    Where can I find the best rates?

    The best rates available on the internet can be found at https://osaka.frasershospitality.com. Don't forget to check out https://osaka.frasershospitality.com/en/offers.html to take advantage of the best deals. If you require further assistance, please feel free to contact us at reservations.osaka@frasershospitality.com or +81 6 6635 7170.

     

    Facilities & Services

    What kind of services and facilities do you offer?

    In addition to 24/7 security and CCTV surveillance as well as 24/7 reception and concierge services, Fraser Residence Nankai, Osaka features a steam room and sauna, a fully-equipped 24/7 gym, meeting facilities and more. For a full list of services and facilities, please visit https://osaka.frasershospitality.com/en/facilities.html.

    Are there fitness facilities provided?

    Yes, there is a 24/7 fully-equipped gym for our in-house guests.

    Is internet access provided?

    Yes, guests can enjoy complimentary high-speed Wi-Fi access in-room and around the property.

    What is the check-in time?

    Check-in time is 3:00pm.

    What is the check-out time?

    Check-out time is 11.00am.

    What time is breakfast served?

    Breakfast is served from 7.00am to 10.00am or 7.00am to 11.00am at any of our three conveniently located restaurants. Please feel free to contact our Front Desk for more details.

    What is the cost of breakfast?

    Breakfast is available for adults from JPY 500-1,000 per person and for children aged 3-12 at JPY 500 per person. Prices exclude prevailing taxes.

    Are laundry services provided?

    Yes, laundry service is available subject to additional charges. There is also a washer and a dryer in the room for your convenience. Please feel free to contact our Front Desk for more details.

    What are the type of beds provided?

    For our Studio and 1-Bedroom Apartments, there is a choice of a king-sized bed or twin beds. Should you require more information, please feel free to contact us at reservations.osaka@frasershospitality.com or +81 6 6635 7170.

    Are baby cots and extra beds available?

    Yes, baby cots for our 1-Bedroom and 2-Bedroom Apartments are available at JPY1,500 subject to availability. Extra beds for our 2-bedroom apartments are also available at JPY 5,500. Please feel free to contact our Front Desk for more details.

    Are newspapers provided?

    Yes, complimentary newspapers are provided daily. They are available at common areas such as the lobby and guest lounge.

    Are the residences handicap-friendly?

    Yes, Fraser Residence Nankai, Osaka is handicap-friendly. Our serviced apartments allow ample room for wheelchair mobility.

    Is on-site parking available and what is the cost?

    On-site parking is unavailable. There is a contracted parking facility near the property where you can park for up to 24 hours for JPY 2,000. However, do note that multiple entries and exits are not allowed. Please feel free to approach the Front Desk for more details.

    Is airport shuttle service provided?

    Unfortunately, airport shuttle service is not available. However, a taxi can be arranged upon request. Please feel free to approach our Front Desk for more details.

    What are the reception opening hours?

    The reception operates and is available 24/7.

    Is it possible to store my luggage at the hotel before check-in?

    Yes, it is possible to store your luggage at the property. Please feel free to approach our Concierge for more details.

    Location

    How do I get to the hotel?

    Fraser Residence Nankai, Osaka is located in the heart of Namba and we are just a 3-5 minute walk from the Namba station.

    Are there any recommended attractions in Osaka?

    Osaka is a city that exudes a charming appeal to the young and old all year round. Some of the attractions include the Osaka Castle, Dotonbori for nightlife, Shinsaibashi for shopping and more. For more recommendations, please feel free to approach our Concierge.

    Where is the closest bank, ATM and exchange office located?

    Several ATM and banks are located conveniently within 5 minutes' walking distance. Please feel free to approach our Concierge for directions or more details.

    What is your cancellation policy?

    Cancellation must be made before 12:00 noon(Local Time) 2 days prior to arrival to avoid 1 night cancellation charge. 

    Policies

    What is maximum number of people in each apartment type?

    For the Studio Apartment, the maximum occupancy is 2 adults with 1 child under 6 years old. For the 1-Bedroom Apartment, the maximum occupancy is 3 adults and 2 children under 12 years old (with 1 sofa bed).
    For the 2-Bedroom Apartment, the maximum occupancy is 5 adults with 4 children under 12 years old (with 1 extra bed).

    Should you require more information, please feel free to contact us at reservations.osaka@frasershospitality.com or +81 6 6635 7170.

    Are pets allowed?

    Unfortunately, pets are not allowed at Fraser Residence Nankai, Osaka.

    How Much is Accommodation Tax?

    Osaka Accommodation Tax is imposed when room rate per person per night exceeds 7000 JPY (before the consumption tax).

    Accommodation Tax Fee (Per Person)

    Up to 6,999 JPY                   → No Tax Fee

    7,000 JPY to 14,999 JPY     → 100 JPY

    15,000 to 19,999 JPY           →200 JPY

    20,000 and above                 →300 JPY