Why is payment for courses required in advance for a reservation?
HATSU is dedicated to providing only the highest level of quality food and service. The restaurant requires that they buy and keep fresh ingredients for each customer before they arrive at the restaurant.
It is only possible to provide each customer with the highest quality ingredients and hospitality because ingredients are purchased, and preparation is made in advance for each customer before they arrive at the restaurant.
Preventing loss of food from cancellations
There has regretfully been an increasing number of customers that make reservations but do not show up for their reservation, resulting in financial losses for the restaurant. While the restaurant does believe that customers will show up for their reservation, unavoidable things that do occur, such as changes to flight plans, sickness, and sudden changes to plans. In some cases, some customers do not contact the restaurant and do not show up for their reservation. Some customers cancel their reservation last-minute after the restaurant has already purchased ingredients and prepared their course. All the same, this results in a financial loss for the restaurant.
We believe if customers want to eat at the restaurant and are courteous, they would be willing to pay for their course beforehand. We confidently look forward to the customer’s arrival and the chance to display the chef’s cooking ability.
We provide a 100% refund for cancellations made at least 3 days before the date of the reservation. However, please note that refunds are not provided for any cancellations within two days of the reservation (cancellations of reservations made on the day of the reservation, the day before the reservation, or 2 days before the reservation). Please contact us at least 3 days before the reservation if you would like to cancel your reservation.
Understanding Japanese restaurant rules
Many restaurants in Japan have counter seating or other types of seating where customers are seated near each other. For this type of seating, there are some things concerning Japanese etiquette that we would like customers know.
Please avoid talking on your phone in the restaurant.
Calls may be made or taken outside the restaurant.
It is considered Japanese etiquette to not talk on your phone in the restaurant, as talking in a loud voice on the phone bothers other customers. Calls may be made or taken outside the restaurant.
Please do not wear too much perfume/cologne
Wearing too much perfume/cologne will affect the aroma of the food and also affect the taste.
Being on time
Please keep in mind that are other customers that may have made reservations after yours. Therefore, we are unable to push your reservation time back, and if you are late, the time you have to eat your meal will be shorter. For customers that are late, please make sure to contact us. In the worst-case scenario, the reservation of the customer may be cancelled if they are 15 or more minutes late.
We believe customers that want to eat at the restaurant are willing to pay for their course beforehand and have courtesy to obey the rules. The restaurant will do all it can to make sure that they have a great experience.
For large groups that have difficulty paying beforehand with a credit card, please contact us using the inquiry form. We can suggest the easiest and most suitable way for the invoice to be paid (the invoice separated and billed separately etc.).
Thank you for your understanding. Nothing would make us happier for you to enjoy the very best hospitality and cuisine.
My Concierge Japan