faq

ACCOMMODATION

What are the Check-in and Check-out time ?
Check-in time is 14:00-19:00, Check-out time is until 11:00.
Can I stay by myself at the hotel ?
We welcome guests traveling alone. We also have special packages for the single traveler excluding busy seasons.
We are sorry that you cannot find the plan on your preferred date, we do not offer for single guest price plan, so you need to reserve by 2 persons price plan with 2 persons price for single guest.
Please kindly note it in advance.
Could you arrange the double or king size bed ?
We are sorry inform you that all of room beds are single size beds or Japanese Futons, we have not double or king size bed.
Do you have internet access ?
Almost spaces included guest rooms offer free Wi-Fi connections, but there may be times when it is difficult to connect depending on conditions and other factors.
Do you have parking ?
We have free parking and free valet parking service.
No need reservation for parking.
Where do I find the cancellation policy as your hotel ?
You can find the cancellation policy several places throughout the reservations process.
On our website room rate page inside "BOOK NOW", you can find the policy in the rate until completed your reservation.
Additionally, you can find on the mail of reservation confirmation.
You can also find the policy on this FAQ page.
Can I cancel my reservation through your hotel website ?
Yes. To cancel your reservation, select the "Cancel reservation" link from our hotel English website on the top page.
On the cancellation page from top page, you must enter with your "reservation number" and "E-mail address".
Once your reservation has retrieved, select "Cancel" button.
Please note that canceling a reservation may incur a cancellation penalty and may be non-refundable.
Please refer to the cancellation policy for details.
How can I cancel my reservation through other travel agency site ?
Please contact to the customer center about your request of cancellation, firstly.
After received your request mail from the agency side, we will judge to be accepted in our hotel side.
Why does it change for the price if it search for 2 persons or 3 persons in a room ? or 4 persons and etc...
Because we are adjusted room price according to Japanese Ryokan style, so the price system will be changed on per persons per night in a room.
Normally, each price will be included meals for per persons.
We do not offer “1 room price” such as abroad style.
Do you accept for Early Check-In or Late Check-Out by free of charge ?
We are sorry for inform you that we do not accept them.
Where the room is not vacated by the Check-Out time or the room is occupied past the Check-Out time will be charged to you.
Is it possible to keep our luggage in the hotel after check-out ?
Yes, we can keep your luggage at our front desk.
Is it possible to stay children in your hotel ?
We are sorry for inform you that we cannot accept children under the age of 12.
In that case please stay our sister hotel "Akan Yuku no Sato Tsuruga".
Please check here.
**Children 13 years and older pay the full adult fare.**
*Children under 18 years old must be accompanied by an adult.
Can I amend my reservation through your hotel website ?
We are sorry for inform you that you cannot amend reservation detail included under name(reservation name), number of persons, Check-In date or Check-Out date, and contact address after completed reservation on our hotel website.
If you would like to change your reservation detail, please re-book for your preferred one on our website by yourself.
And after confirmed your new reservation detail, please cancel for your unneeded reservation detail by yourself as soon as possible.
How can I amend my reservation through other travel agency site ?
Please contact to the customer center about your request of amend, firstly.
After received your request mail from the agency side, we will judge to be accepted in our hotel side, or Not.
Do you have Non-smoking room ?
Yes, all of our guestrooms are non-smoking style. If you want to smoke, please go to the smoking booth on the 1st floor in our hotel.
Do you have any policy of accommodation ?
No part of the accommodation or stay may be sublet to a third party without the written approval as our hotel's mentioned on "ACCOMMODATION CLAUSE".
All persons staying in the accommodation must be recorded on the booking and must abide by these terms and conditions.
If it will become breach of contract, we must consider legal means.
Do you accept children as guest ?
We are sorry for inform you that we cannot accept children under the age of 12.
In that case please stay our sister hotel "Akan Yuku no Sato Tsuruga".
Please check here.
**Children 13 years and older pay the full adult fare.**
How can I make reservation ?
You can make your reservation by on-line.
Please check here.
Do you have Non-smoking room ?
All of rooms are Non-Smoking Room. If you want to smoke, please go to the smoking booth on 1st floor in our hotel.
Do you accept just one guest ?
We welcome guests traveling alone. We also have special packages for the single traveler excluding busy seasons.
We are sorry that you cannot find the plan on your preferred date, we do not offer for single guest price plan, so you need to reserve by 2 persons price plan with 2 persons price for single guest.
Please kindly note it in advance.
Do you accept the reservation specified the room name ?
I am afraid that you cannot specify the room name. You are able to choose room type.
I have food allergies. Is it possible to change for my meals ?
Please let us know by e-mail or telephone it prior to your arrival.
What is your cancellation policy ?
Our cancellation policy are
Check in 8-14 days prior : 10%
Check in 2-7 days prior : 30%
Check in 1 day prior : 50%
Same day & No-show : 100%
You can cancel your reservation by FREE of charge until 15 days before your arrival in Japan Standard Time. Please kindly note that you will be charged a fee on base of our “Cancellation Policy” if you cancel within the indicated period.

GUEST ROOM

Do you have any facilities in the guest room ?
Refrigerator, Air conditioner, Electrical pot, Humidifier, Toilet, Hair dryer, LCD TV, Safety Box, Shampoo, Conditioner, Body soap, Toothbrush, Comb, Shaver, Bath Towels, Face Towels, Slippers, Samue (room wear).
Do you have private open-air bath rooms ?
All of our guest rooms have private open-air bath. You can enjoy Hot Springs (onsen) there.
Do you have internet access ?
Almost spaces included guest rooms offer free Wi-Fi connections, but there may be times when it is difficult to connect depending on conditions and other factors.
Do you have Non-smoking room ?
All of rooms are Non-Smoking Room. If you want to smoke, please go to the smoking booth on the 1st floor in our hotel.
Do you have the double bed room ?
We are sorry, all of our rooms offer the single size beds in our hotel, so we cannot prepare the double bed for guests. These single beds are separated and prepared table between bed and bed. Please consider about it in advance.
Can I choose the number of floors, the room number, room size, or room view ?
Unfortunately, we cannot accept reservations for specific rooms or room floors.
Please understand this request for not make a definite promise.
Also, please kindly note it in advance, if we cannot meet as your request.
Do you have guestrooms that are barrier-free?
Unfortunately, we do not offer rooms with a barrier-free design at this time.
Do you offer room service?
We only offer drinks for room service.
Can I smoke in my room?
Smoking is prohibited in all guestrooms.
We have smoking area on the 1st floor of the hotel.

*If anyone in the group has smoked in the hotel they will be charged additional cleaning costs AND costs incurred in compensating later guests who are affected by the smell of smoking or the owner of the room for bookings that need to be relocated to a different room.

DINING

Where can I eat breakfast and dinner ?
Please take Japanese restaurant "HINA". If you choose room type of "KASUMI no ZA", you can take dinner in your room.
What time is dinner and breakfast available ?
Dinner 18:00 - 21:00 (Last seating time is 19:00)
Breakfast 07:00 - 09:00

*Please note that guests who check in after 19:00 will not be served dinner, and no refund will be given.
*Open hours may change without prior notice.
Do you offer private dining rooms?
There are a small number of private dining rooms available at Japanese Restaurant "Hina".
Unfortunately, we cannot accept reservations for specific rooms.
Can my meal be served in my guest room?
If you choose room type of "KASUMI no ZA", you can take dinner in your room.
Can I smoke in the restaurant?
Japanese Restaurant ”Hina” is a non-smoking environment.
Can you give more details about your meals and the dishes served?
Our menus based on original dishes using seasonal local foodstuff.
This is why the menu changes frequently.
I have food allergies. Is it possible to change for my meals ?
We will replace any problematic ingredients with other alternatives.
Please do not hesitate to contact us in advance when making your reservation or by email.
If I stay more than one night consecutively will the meal be different each time?
Our menu will be changed every day for long staying guest.
Do you offer late night meals ?
We offer late night meals for guests at Bar on the 1st floor.
(Light night dining available from 22:00 until 23:30)

ONSEN (Hot Springs)

Do you have Hot Springs ?
Yes, we have nature Hot Springs (onsen) at communal (public) bath and some guest rooms.
The public Hot Springs segregated into “male” baths and “female” baths, have not private bath room could be rent.
Please note it in advance that we cannot accept to bring towels in bathtub and also wearing any clothes or swim wear, please use our public onsen for naked style without any clothes.

Public Onsen Open Hours: 14:00 - 22:00 / 22:30 - 11:00 the following next morning
*Unavailable in the time slot from 22:00 to 22:30 the following for changing baths of men and women's bath.
Do you have open-air bath ?
Yes, we have it at public bath and all of guest rooms.
Do you have open-air bath in the rooms ?
All of our guest rooms have private open-air bath.
Are there any ailments that would prevent me from using your hot springs baths?
We ask that guests with the following health conditions refrain from using our hot springs baths. Acute conditions (with a fever), active tuberculosis, malignant growths, serious heart conditions, breathing problems, renal failure, bleeding disorders, advanced anemia, and expectant mothers (especially in the first and last trimesters).
I have tattoos. Can I use the public Hot Springs ?
We are sorry for inform you that guests with tattoos may not use the public Hot Springs or public bath facilities. We ask for your understanding and cooperation.
Do you have a private Hot Springs bath available for rent ?
Our hotel private onsen of rooms or public bath onsens are only accept for staying guest.
We are sorry, we do not provide them for rent as a day trip.

ESTHETICS

Do you have a treatment spa? When is the treatment spa open ?
Yes. Spa Treatment staff will operate in your room.

Our treatment spa is open from 15:00 to 23:30 (Last Reception Time is 22:00).
If you are planning to use, we will accept for reservation in advance by phone Tel.+81-154-67-5500.
What treatment services does the spa offer ?
We offer various courses such as face, legs, and whole body.
Can guys also use the treatment spa ?
Yes. The treatment spa welcomes male guests as well.

FACILITIES

Do you have a shop in the hotel ?
Yes, the shop "遊座房" is located on the 1st floor.
We have collected local souvenir in Hokkaido and also our private brand, and more. 
Do you have a foot bath ?
Yes, we have foot bath in our garden. Towels must be prepared in advance.
*Please note that it cannot be used depending on the season.
Do you have a launderette ?
There is not coin launderette in our hotel.

ACCESS

Do you have shuttle service ?
Yes, we have shuttle bus service. But the schedule for the shuttle bus varies from the season.
Please check here.
*Please make a reservation 8 days in advance before your check-in date. *If you would like to change or cancel the shuttle bus reservation, please contact us prior 72 hours before using date. Call at our hotel directly +81-154-67-5500 is better than send email.
Do you have parking ?
We have free parking and free valet parking service.
No need reservation for parking.
Where is the most nearest airport ?
It is Kushiro Airport(釧路空港). Approximately 90minutes by public bus.
Please visit Lake Akan Travel Guide website to read more information of the public bus timetable as following : http://en.kushiro-lakeakan.com/airportliner/
Where is the most nearest station ?
Nearest station is JR Kushiro Station(釧路駅). Approximately 100 minutes by hotel shuttle bus or Public Bus Lake Akan line. Please check ACCESS page to read more information of the public bus timetable. [ACCESS]
What is your "MAP CODE" and "Address" ?
Map code: 739 342 606
Address: 2-8-1 Akanko Onsen, Akan-cho, Kushiro, Hokkaido 085-0467, Japan
Can you arrange for a taxi ?
Please let us know it to the front staff after arrived our hotel.
For taxis before check-in, please arrange in advance by yourself.

SURROUNDING INFORMATION

Is there any hospital nearby ?
Clinic (medical office) is located in Lake Akan onsen area, it is about 5 minutes away by car.
For late night or holiday medical services in Kushiro, it is about 1 hour and 30 minutes away by car.
Are there stores near the hotel ?
Most nearest "LAWSON" convenience store is located opposite of our hotel.
Are there any banks or post offices ?
There is "Kushiro Shinkin Bank" about 3 minutes on foot and post office about 5 minutes on foot.
Can you arrange for activities or sightseeing around Lake Akan ?
We can arrange a host of activities for you to enjoy the great outdoors of Lake Akan, depending on the season. Please ask the front desk for more details or refer to the detail our website of access page.

PAYMENT

Do you accept credit card?
We accept VISA, MASTER, AMEX, JCB, Diner's Club and UnionPay.
Do you accept the mobile online payment systems ?
We accept ALIPAY(支付宝) online payment systems in our Tsuruga Group Hotel. All consumption bills in hotel can be charged it to your room number, then pay them by the mobile online payment systems at front desk when check out time.

OTHER

What is the best season to visit Hokkaido ?
All year round recommnended. Especially summer ( June - October ) and winter ( January - February ) are good for visiting Hokkaido.
Is there any sightseeing and activities ?
In the Lake Akan you can enjoy boat cruise and activities.
Boat Cruise : http://www.akankisen.com/_eng/index.html
Activities : https://en.kushiro-lakeakan.com/things_to_do/todo_category/activity-en/
Do you have a day trip such as day spa and lunch ?
We are sorry for inform you that we do not offer a day trip.
Only staying guest can enjoy in our hotel.
Do you have any surprise service by surcharge for my anniversary trip ?
Our hotel can celebrate an anniversary or birthday by arranging cakes, flowers, champagne, etc... with additional price.
Please contact the hotel one week prior to check-in for details.
Tel. +81-154-67-5500

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