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FAQ
Accommodation Related
Q1. Can I add an extra guest or request an extra bed?
To ensure a comfortable stay, none of our three hotels allow guests beyond the room's maximum occupancy or provide extra beds. Please select a room type that accommodates your party size.
Q2. What time is check-in and check-out?
Check-in begins at 3:00 PM, and check-out is by 11:00 AM.
Q3. Do children count toward room occupancy? At what age are they considered adults?
Guests aged 0–5 are classified as infants or young children, ages 6–11 as children, and ages 12 and above as adults. Room occupancy limits and booking conditions apply.
Q4. How do I check in when I arrive?
Check-in begins at 3:00 PM at all three hotels. Procedures vary by hotel:
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Tranquil: Please visit the front desk on the first floor for staff-assisted check-in and check-out.
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Serenity and The Moment Hotel Hualien by Lakeshore: Please use the self-service kiosks for check-in and check-out. If you need assistance, our on-site staff will be happy to help.
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Guests with accommodation vouchers, other vouchers, or corporate bookings should contact our on-site staff for assistance.
Q5. Can I request a baby crib, bed guard, or baby bathtub?
Yes. Baby cribs, bed guards, and baby bathtubs are available in limited quantities. Please request them in advance.
Q6. Are toothbrushes, toothpaste, and bottled water provided?
To support sustainable travel, disposable toiletries and bottled water are not provided. Each room has a reusable water bottle that can be refilled at water dispensers on each floor.
Q7. Can I bring my pet to stay with me?
To maintain a comfortable environment for all guests, pets are not permitted in guest rooms or indoor public areas.
If you're traveling with a pet, a dedicated Pet Hotel is available on the first floor of Serenity. Please call ahead to make a reservation. Additional charges apply according to the Pet Hotel's rates.
Q8. Are accessible rooms and facilities available?
All three hotels offer accessible guest rooms, accessible facilities, and designated parking spaces. If you require an accessible room or additional assistance, please contact us before booking so we can help make suitable arrangements.
Q9. Can I smoke in my room or on the balcony?
Smoking, including e-cigarettes and heated tobacco products, is prohibited in guest rooms, balconies, bathrooms, and indoor public areas. Designated smoking areas are located outside Tranquil and Serenity. A cleaning fee of NT$12,000 applies to smoking violations in guest rooms.
Q10. Are there rooms with ocean views?
Yes. Tranquil, Serenity, and The Moment Hotel Hualien by Lakeshore all offer ocean-view rooms. When booking, look for room types labeled “Ocean View.”
Each hotel offers a different experience. Tranquil features expansive ocean views, with ocean-view bathtubs in select rooms. Serenity combines ocean views with Eastern-inspired design, while The Moment offers a relaxed and casual stay. Actual views and room features vary by room type.