ACCOMMODATION

Until when can I make a reservation?

Reservations can be made up until 14:00 on the day before your stay.

Please tell me about check-out.

Check-out is until 11:00.

Can I be placed on a waiting list?

We do not offer a waiting list.
However, we can provide updates on room availability, so please contact the reservation desk.

From when can I make a reservation?

Except for certain periods, reservations can be made by phone up to one year in advance.

How many rooms can I book at once?

Up to 10 rooms can be booked at once via the official website.

Can I use the pool before check-in or after check-out?

We sincerely apologize, but our hotel does not have a pool.
Thank you for your understanding.

I did not receive a reservation confirmation email. What should I do?

If you made a reservation online through our website but did not receive a confirmation email, it may be due to your computer settings or an incorrect email address.
If you do not receive a confirmation email within 2 days after booking, please contact us.

Please tell me about check-in.

Check-in starts from 14:00.

Can you store my luggage before check-in and after check-out?

We can store your luggage at the front desk before check-in and after check-out.

Can I use the fitness club before check-in or after check-out?

We sincerely apologize, but our hotel does not have a fitness gym.
Thank you for your understanding.

Until what time can I check in?

If you expect to arrive significantly later than your scheduled arrival time on the day of your stay, please contact the hotel.
If we do not receive any notice, your reservation may be canceled.

Can I check out early or shorten my stay?

The front desk on the 1st floor is staffed 24 hours a day, so early morning or late-night check-out is available.
If you shorten your stay, a cancellation fee may apply.
For details, please contact the front desk.

Can I make a reservation by fax?

Reservations by fax are accepted.
After receiving your fax, we will contact you to confirm your booking.

Is early check-in possible?

If the room is ready, it may be possible to check in before 14:00.
Please inquire at the front desk.
(Please note that we may decline depending on availability. Additional charges may also apply depending on the time.)

How can I check my reservation details?

If you booked through our official website, please check via the following URL:https://www.489pro-x.com/en/tsurugagroup/hinanoza/booking/login/
If you booked through a travel agency or other site, please contact your booking provider.
For reservations made by phone, please contact the hotel directly.
TEL: 0154-67-5500

Please tell me about accommodation for children.

To ensure a relaxing stay for adults, guests must be junior high school age or older.
If you are staying with elementary school children or younger, please use one of our sister hotels:“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Please tell me about changes, cancellations, and refunds after booking.

If you booked through our official website, you can change or cancel your reservation via the following URL:https://www.489pro-x.com/en/tsurugagroup/hinanoza/booking/login/

[Cancellation Policy]
30%: 60 to 31 days prior
50%: 30 to 15 days prior
100%: 14 days prior to the day before
100%: Same day cancellation or no-show
*If your travel product has its own policy, that policy will apply.

For details, please refer to the accommodation terms:https://www.hinanoza.com/images/home/yakkan_hinanoza.pdf

Can I book online-exclusive plans by phone?

For reservations or inquiries by phone: 0154-67-5500

Depending on the plan, reservations for plans on our official website may also be made by phone.
However, plans and benefits that are exclusive to online reservations are not available by phone.
We also cannot accept reservations for plans offered by travel agencies.
Changes and cancellations can be handled by phone, but if you booked through a travel agency, we cannot process them directly.

Please tell me about payment for accommodation.

Please pay online through the official website.

Can a companion check in before the main guest?

A companion can check in before the main guest.
Please provide the name of the person who made the reservation.

Are pets allowed?

Pets are not allowed.
If you wish to stay with a dog, please use our sister hotel "Tsuruga Lake Akan Lodge Turano."

GUEST ROOM

Please tell me about the view from the room.

The view varies depending on the direction of the room, but Lake Akan can be seen from all guest rooms or their open-air baths.

Is there a hair dryer in the room?

Hair dryers are installed in all guest rooms and public baths.
Please feel free to use them.

Can I request a massage service in the room?

This service is currently suspended.

Is a humidifier available in the room?

A humidifier is installed in every room.

Is Wi-Fi available?

Wireless LAN is available in all guest rooms, although connection may be unstable depending on conditions.

Is room service or in-room dining available?

Guests staying in "Kasumi no Za" on the 2nd floor can enjoy meals in their room.
For other rooms Guests are requested to dine at the restaurant “HINA” on the 2nd floor. Only beverage service is available in the guest rooms.

Please tell me about rooms with open-air baths.

All guest rooms at our hotel are equipped with private open-air hot spring baths.

Are towels, sheets, and amenities replaced daily during consecutive stays?

For consecutive stays, sheet changes, replenishment of supplies, towel and pajama replacement, and garbage collection are carried out daily during your stay.

What types of rooms do you offer?

We offer a variety of room types to suit our guests' needs.
For details, please see below.

Is the tap water in the room drinkable?

Tap water in the room is safe for drinking.

Is there a toilet in the room? Where are shared toilets?

All rooms are equipped with toilets with bidet functions.

How many guest rooms are there?

The hotel has a total of 25 rooms.
- Japanese-style rooms: 9
- Japanese-Western style rooms: 16

Please tell me about the TV in the room.

All rooms are equipped with a television.

Is there a discount when booking multiple rooms?

There are no discounts for booking multiple rooms.

Can I rent a baby bed?

To ensure a relaxing stay for adults, guests must be junior high school age or older.
For guests with elementary school children or younger, please use our sister hotels:
“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Is there a safe in the room?

A safety box for valuables is provided in every room.

Please tell me about the refrigerator in the room.

Each room is equipped with a refrigerator.
Complimentary items include mineral water, tea, canned juice, canned beer, and ice cream.

Can I request an extra bed?

Extra beds are not available.

Can I request additional towels or amenities?

Towels and amenities are provided in each room, but additional items can be requested at the front desk.

Can non-guests enter the guest rooms? Where can we meet visitors?

For safety, security, and fire prevention reasons, entry into guest rooms or guest floors by non-guests is not permitted.
Please meet visitors in the lobby.

Please tell me about the air conditioning in the room.

Each room has independent air conditioning that can be adjusted by the guest.

What amenities are provided in the room?

Room wear, yukata, bathrobe, tabi socks, bath towels, face towels, body towels, shampoo, conditioner, body soap, lotion, toothbrush, razor, hairbrush, comb, shower cap, and emulsion are provided.

Are there cosmetics such as makeup remover or lotion in the room?

The following amenities are provided for female guests:
[POLA B.A]
- Cleansing cream
- Facial wash
- Moisturizing lotion
- Moisturizing milk

Do rooms have balconies or terraces?

All guest rooms have balconies.

*Smoking on the balcony is not permitted. Please use the designated smoking room.
*For aesthetic reasons, please refrain from hanging laundry on the balcony railing.

Is the bath in the room a hot spring?

The open-air baths in the rooms use hot spring water.

Can I borrow bed guards?

Complimentary all-you-can-drink alcoholic beverages are available at the bar lounge on the 1st floor.
Opening hours: 21:00–22:30 (last order at 22:00).

Please tell me about the bathroom and washroom in the room.

All rooms are equipped with a bath and toilet.

How many guests can stay in one room?

Up to 4 guests can stay in one room.

Can I change my room?

Room changes are possible depending on availability.

Please tell me about room cleaning during consecutive stays.

Cleaning during your stay starts from 9:30.
We will try to clean while you are out, but if you stay in your room during the day, we can arrange cleaning between 10:00 and 13:00.
If you do not require cleaning, please hang the "Do Not Clean" card on the outside of the door.

Are the room doors auto-lock?

The rooms are not equipped with auto-lock or card key systems.

Can I go outside my room wearing yukata or slippers?

You may move around the hotel in yukata and slippers.

Please tell me about the room facilities.

Rooms are equipped with a TV, massage chair, negative ion hair dryer, coffee maker, electric kettle, cups, glasses, and teacups.

For workation use:
External monitor (HDMI cable), conference microphone, speakers, lighting equipment, camera, lap desk with cushion, extension cord, USB hub
*Full set: 1,650 yen (1,100 yen without monitor)

Is drinking water available in the room?

Tap water in the room is safe to drink.
Complimentary bottled mineral water is also provided.

Are there children's amenities or rental items?

To ensure a relaxing stay for adults, guests must be junior high school age or older.
For guests with elementary school children or younger, please use our sister hotels:
“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Is there an air purifier in the room?

We apologize, but there are no air purifiers available.
Thank you for your understanding.

Can adjacent rooms be arranged when booking multiple rooms?

If you book multiple rooms, we will try to arrange nearby or facing rooms as much as possible.
Please make your request at the time of booking.
However, please note that we may not be able to accommodate your request depending on availability and reservation details.

Can you carry my luggage to the room?

We will carry your luggage to your room.

Can I request a specific floor or room direction?

Requests such as high or low floors will be noted, but we cannot guarantee them as they depend on availability on the day.

Please tell me about ventilation and windows in the room.

For safety reasons, the windows in guest rooms cannot be opened.

Are there female-only rooms or floors?

There are no female-only rooms or floors.

Please tell me about room wear such as pajamas and yukata.

Yukata, room wear, and tabi socks are provided.

DINING

Can you accommodate food allergies or ingredients I cannot eat?

Please rest assured that we can replace ingredients that you cannot eat due to allergies or other reasons.
Please inform us at the time of your reservation.

Is there a restaurant that offers a buffet?

There are no buffet-style restaurants available in the hotel.

Please tell me about smoking and non-smoking seating in the restaurant.

To ensure a relaxing stay for adults, guests must be junior high school age or older.
For guests with elementary school children or younger, please use our sister hotels:
“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Is there an age restriction for entering the restaurant?

We apologize for the inconvenience, but coin-operated laundry facilities are available at our sister hotels.
THE FOREST Akan TSURUGA RESORT is approximately a 3-minute walk from our hotel.
If you would like to use the facilities at Akan Yuku no Sato Tsuruga, please let our front desk know, and we will arrange transportation for you.

Please tell me about dinner.

Dinner is served at "Ryotei Chaya HINA" on the 2nd floor.
For details, please see below.

Please tell me about breakfast.

Breakfast is served at "Ryotei Chaya HINA" on the 2nd floor.
For details, please see below.

Are child seats available in the restaurant?

To ensure a relaxing stay for adults, guests must be junior high school age or older.
For guests with elementary school children or younger, please use our sister hotels:
“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Can you prepare breakfast for early departures?

We can prepare a breakfast box (takeout available) for guests departing early.
Please consult with us at the time of your reservation.

Do you have private dining rooms? Is there a room charge?

All seating at "Ryotei Chaya HINA" on the 2nd floor is in private rooms.
Both dinner and breakfast are served in the same private room, allowing you to enjoy your meal in a relaxed atmosphere like dining at home.

Do you offer plans with meals and without meals?

We offer plans with meals, including breakfast-only, dinner-only, and both dinner and breakfast.

Is there a restaurant open late at night?

Complimentary all-you-can-drink alcoholic beverages are available at the bar lounge on the 1st floor.
Opening hours: 21:00–22:30 (last order at 22:00).

Please tell me about children's meals.

To ensure a relaxing stay for adults, guests must be junior high school age or older.
For guests with elementary school children or younger, please use our sister hotels:
“Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

ONSEN (Hot Springs)

Can pregnant guests use the hot springs?

Guests with the following conditions are advised to refrain from bathing:
Acute illness (with fever), active tuberculosis, malignant tumors, serious heart disease, respiratory failure, kidney failure, bleeding disorders, severe anemia, and pregnancy (especially in the early and late stages).

Please tell me about the public baths and open-air baths in the hotel.

There are gender-separated public baths on the 6th and 7th floors.
Guests may also use the public baths at our sister hotels “Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”
The floors for men and women change depending on the time.
【14:00〜22:00】
・6th Floor Gin no Shizuku (Women)
・7th Floor Kin no Yumi (Men)
【22:30〜Next morning 11:00】
・6th Floor Gin no Shizuku (Men)
・7th Floor Kin no Yumi (Women)
*Please note that the baths are unavailable from 22:00 to 22:30 due to switching.

Are lockers available in the public bath?

Lockers for valuables are available in the changing room of the public bath.

Are towels provided in the public bath and open-air baths?

Bath towels and face towels are provided in the public bath.

Are the public baths mixed-gender?

There are no mixed-gender baths in the hotel.

Is there a sauna?

There is no sauna in the hotel.

Are the public bath and open-air baths fed directly from the spring?

The indoor baths of the public bath use natural flowing hot spring water directly from the source.
The open-air bath on the 7th floor "Ishimuro no Yu Kin no Yumi" and the open-air baths in guest rooms use a circulation filtration system.
(Some water is added for temperature adjustment.)

Are there massage machines in the public bath?

There are no massage machines in the public bath.

I have tattoos. Can I use the public bath?

We sincerely apologize, but guests with tattoos (including sticker-type tattoos) are not permitted to use the public bath.

Please tell me about the hot spring quality and benefits.

Hot spring type: Simple spring
Health benefits: recovery from fatigue, neuralgia, muscle rheumatism, chronic joint disorders, etc.

Are the public baths switched between men and women?

The floors for men and women change depending on the time.
【14:00〜22:00】
・6th Floor Gin no Shizuku (Women)
・7th Floor Kin no Yumi (Men)

【22:30〜Next morning 11:00】
・6th Floor Gin no Shizuku (Men)
・7th Floor Kin no Yumi (Women)
*Please note that the baths are unavailable from 22:00 to 22:30 due to switching.

Please tell me about the bathing tax.

A bathing tax of 300 yen per adult per night will be charged separately.

Are bedrock bath wear and towels provided?

Bedrock bath wear and towels are provided.

Please tell me about the bedrock bath.

A bedrock bath is available next to the 7th and 6th floors of HINANOZA.
Guests staying at the hotel may use it free of charge.

FACILITIES

Do you have childcare facilities or babysitting services?

We do not offer childcare facilities or babysitting services.

Please tell me about the bar in the hotel.

We have a bar lounge called "Za BAR".
Drinks are available free of charge.
(Some menu items require an additional fee.)
Opening hours: 21:00–22:30 (Last order 22:00)

Do you have relaxation facilities?

Treatments are provided in your room.
We offer a variety of courses such as facial, leg, and full-body treatments.
For details, please check the link below.

Are there any recreational facilities such as an arcade?

We sincerely apologize, but our hotel does not have an arcade.
Thank you for your understanding.

Please tell me about the shop in the hotel.

There is a shop called "Yuzabo" on the 1st floor.
For details, please check the link below.

ACCESS

Is there an elevator at the nearest station?

There is no elevator at JR Kushiro Station.
Thank you for your understanding.

Can I use the parking before check-in or after check-out?

Before check-in, you may use the parking if spaces are available.
After check-out, it is available until 14:00.

Please tell me about parking.

The parking lot is located away from the hotel, so our staff will receive your vehicle at the main entrance and move it for you.

Please tell me how to access from the nearest station.

The nearest station is JR Kushiro Station.
It takes approximately 1 hour and 30 minutes by car to reach the hotel.
For details, please check the link below.

Please tell me about access by bus.

For details about the shuttle bus, please check the link below. (Service may be suspended depending on the season)

Please tell me how to access from the airport.

There is a shuttle bus from New Chitose Airport to the hotel.
It takes approximately 6 hours from New Chitose Airport to the hotel.
The bus routes and fares can be viewed by clicking the link below.
For details about the shuttle bus, please check the link below.(Service may be suspended depending on the season)

Can you arrange a taxi?

Taxi arrangements can be made at the front desk.
Please feel free to ask.

SURROUNDING INFORMATION

Is there a hospital nearby?

There is the Lake Akan Clinic located about 5 minutes away by car.
For nighttime or holiday emergencies, there is an emergency medical center in Kushiro, about 1 hour and 30 minutes away by car.

Are there any convenience stores or supermarkets nearby?

There is a Lawson convenience store located across the street from the hotel.

Anniversaries / Celebrations

I am planning to stay for a special occasion. Can you prepare anything?

We can arrange celebration items such as cakes, champagne, and flower bouquets upon request.
We can accommodate various occasions such as family gatherings, outings with friends, or couples' celebrations.
For details, please contact us by phone.
TEL: 0154-67-5500

Other

Can you accommodate vegetarian requests?

We can accommodate vegetarian requests after confirming details in advance and consulting with our chef.

Do you have lunch services?

There are no vending machines in the hotel. Please visit the Lawson convenience store located across from the hotel for purchases.

Do you accept UnionPay cards?

UnionPay cards can be used for payment.

Do you have DVD or Blu-ray players?

We apologize, but DVD players are not available for rental.
Thank you for your understanding.

Do you have table tennis or bowling facilities?

We sincerely apologize, but our hotel does not have table tennis, bowling, or other similar facilities.
Thank you for your understanding.

Do you have a pool and related equipment?

We sincerely apologize, but our hotel does not have a pool.
Therefore, rental or use of swimming equipment such as floats or caps is not available.

Is a swimming cap required?

We sincerely apologize, but our hotel does not have a pool.
Thank you for your understanding.

Can I bring swimming equipment such as floats or kickboards? Are rentals available?

We sincerely apologize, but our hotel does not have a pool.
Thank you for your understanding.

Please tell me about the pool.

We sincerely apologize, but our hotel does not have a pool.
Thank you for your understanding.

Do you have a fitness gym?

We sincerely apologize, but our hotel does not have a fitness gym.

Is there an age restriction for using the fitness club?

We sincerely apologize, but our hotel does not have a fitness gym.
Thank you for your understanding.

Please tell me about bowling facilities.

We sincerely apologize, but our hotel does not have a bowling alley.
Thank you for your understanding.

Please tell me about billiards facilities.

We sincerely apologize, but our hotel does not have billiards tables.
Thank you for your understanding.

Do you provide umbrellas?

Umbrellas are available for loan during your stay.

Can I make copies or prints?

Copy services are available at the front desk (fees apply).
Printing from USB devices or email data is not supported.

[Photo printing]
There are no facilities for printing photos from digital cameras or mobile phones.

Can I borrow a mobile charger?

Chargers are available for loan depending on device compatibility.

Do you provide newspapers?

Newspapers (morning and evening editions) are available.

Do you provide medicine?

We do not provide general medicines due to pharmaceutical regulations.
Please prepare your own before traveling or purchase them at a hospital or pharmacy.
Basic items such as bandages and disinfectants are available.

Can I send or receive faxes?

[For sending faxes from the hotel]
Fax sending services are available at the front desk for a fee.
Please inquire at the front desk if you wish to use this service.
(Charges vary depending on the number of pages and destination.)

Can I exchange foreign currency?

We do not accept payments in foreign currencies.

Can you arrange a rental car?

Rental car arrangements can be made at the front desk.
Please feel free to ask.

Do you have bicycles for rent?

Bicycle rentals are not available.

Do you have seating chairs?

High-back chairs are available.

Can I rent a bedwetting pad?

We sincerely apologize, but we do not provide bedwetting pads.
Thank you for your understanding.

Do you have a trouser press?

We sincerely apologize, but trouser presses are not available for rental.
Thank you for your understanding.

Please tell me about smoking and non-smoking rooms.

All guest rooms have been non-smoking since May 1, 2018.
(This includes electronic cigarettes and heated tobacco products.)
*Please use the designated smoking areas within the hotel if you wish to smoke.

Do you have Japanese-style or Japanese-Western style rooms?

All guest rooms in our hotel are Japanese-style or Japanese-Western style rooms.

Do you provide irons and ironing boards?

We sincerely apologize, but irons are not available for rental.
Thank you for your understanding.

Do you have an electric kettle?

All guest rooms are equipped with an electric kettle or a water-heating electric pot.

When are futons prepared and put away?

Futons are prepared while you are out for dinner.
In some cases, we may enter the room while you are present.
Futons are put away after you check out.

How many room keys can I borrow?

The maximum number of keys issued depends on the number of adult guests per room.

Please tell me about wedding services.

We sincerely apologize, but our hotel does not offer wedding services.
Thank you for your understanding.

Until when can I change the number of guests?

Changes are accepted at any time, but please notify us of any changes in the number of guests by the day before your stay.
(Please note that if the number of guests per room changes, the room rate may also change.)

Is there a beauty salon in the hotel?

We sincerely apologize, but there is no beauty salon in the hotel.
Thank you for your understanding.

Do you have a mahjong room or rental mahjong sets?

We sincerely apologize, but we do not have a mahjong room or offer mahjong rentals.
Thank you for your understanding.

Please tell me about karaoke facilities.

We sincerely apologize, but there is no karaoke room in the hotel.
Thank you for your understanding.

Please tell me about the foot bath hours and fees.

There is a foot bath called "Wake no Yu" on the 1st floor.
After warming up, you may freely drink the natural mineral water "Lake Akan Hyakunen-sui".

Is there a flower shop in the hotel?

We sincerely apologize, but there is no flower shop in the hotel.
Thank you for your understanding.

Please tell me about events and campaigns.

Please check seasonal events at the link below.

Is there a microwave in the hotel?

There are no microwaves available in the hotel.

Please tell me about laundry services or coin-operated laundry.

We regret to inform you that coin-operated laundry facilities are not available in this hotel.
However, they are available at our sister hotel "Akan Lake Tsuruga Wings." Transportation by car can be arranged upon request.

Is there a computer corner?

A computer is available for free use in the lobby.
Please feel free to ask.

Is there an ice machine?

There is no ice machine available in the hotel.

Are there elevators or escalators?

There are two elevators in the hotel.

Is there a cigarette vending machine?

There is no cigarette vending machine in the hotel.

Can I rent a stroller?

Strollers are not available for rental.

Is there a kids' room?

There is no kids' room in the hotel.

Do you have meeting rooms or banquet halls?

At "Ryotei Chaya HINA" on the 2nd floor, we can accommodate up to 8 guests.
For details, please check the link below:
View details

If I send luggage to the hotel in advance, can you store it?

We will keep your luggage.
Please write the following on the delivery slip:
(1) Name of the reservation holder
(2) Expected date of arrival
Please bring the receipt on the day.

[Shipping Address]
〒085-0467
2-8-1 Akanko Onsen, Akan-cho, Kushiro, Hokkaido
Akan Tsuruga Besso HINANOZA
TEL: 0154-67-5500

Can I send luggage from the hotel?

Courier services are available at the shop "Yuzabo".
Shipping boxes are also available for purchase.

Please tell me about valuables storage.

A safety box is provided in each room for your use.
We can also store valuables at the front desk.

Do you offer valet parking services?

We provide valet parking services exclusively for hotel guests.
Professional staff will assist with parking and retrieving your vehicle free of charge upon arrival, during your stay, and at departure.

Where can I smoke?

There is a smoking room on the 1st floor.
It is designed with comfortable sofas and pleasant lighting to provide a relaxing environment.
Please feel free to use it.

What kinds of accommodation plans do you offer?

We offer a variety of accommodation plans to suit different guest needs.
For details and pricing, please see the link below.

Are there vending machines in the hotel?

There are no vending machines available in the hotel.

Do you have EV charging stations?

There are no EV charging stations at this hotel.
Please use those available at our sister hotels: “Akan Yuku no Sato Tsuruga” or “THE FOREST AKAN TSURUGA RESORT”.

Can I use credit cards or make advance card payments?

We accept various credit cards including VISA, JCB, MASTER, AMEX, and UFJ NICOS.

Do I need to provide a deposit?

Not necessary.

Is there an ATM nearby?

There is a Lawson convenience store located across the street.
In addition, Kushiro Shinkin Bank is about a 3-minute walk away.

Can I stay alone?

Guests are welcome to stay alone, and special plans for single travelers are available.
For details, please check the link below.

Can I use electronic money?

[Available electronic money]
Edy, nanaco, Suica, waon, iD (front desk only)
Electronic money can be used only at the front desk.
*Please note that electronic money can only be used for payment and cannot be recharged.

Please tell me about tennis courts.

We sincerely apologize, but there are no tennis courts at this hotel.
Thank you for your understanding.

Please tell me about lost and found items.

If you contact us, we will search for your lost item.
If found, it will be sent to you with payment on delivery.
Lost items are stored for up to 3 months from the date they are found.

Please tell me about inquiries.

For reservations and inquiries:
TEL: 0154-67-5500
Reception hours: 9:00–18:00
For other hours:
Tsuruga Group main line: 0154-67-2531

Where is the front desk and what are the hours?

The front desk is available 24 hours a day.

Please tell me about invoice and receipt issuance.

If payment is made directly at the hotel (cash or credit card), we will issue a detailed receipt or a handwritten receipt.
If you would like a specific name on the receipt, please inform us at check-in.

If there is no direct payment at the hotel (online card payment, travel agency coupon, voucher, etc.), we cannot issue a receipt.
Please contact the booking provider if you need a receipt.

Please tell me about compensation for lost room keys.

If you lose your room key, a replacement will be required, and a charge of 20,000 yen will apply.
Please note that our hotel does not use auto-lock or card keys.
We kindly ask that you take proper care of your key.

Can minors stay at the hotel without an adult?

Minors can stay without an accompanying adult.
However, if all staying guests are minors (under 20 years old), we require a consent form signed by a parent or guardian.

Please tell me the address.

TEL: 0154-67-5500
Address:
2-8-1 Akanko Onsen, Akan-cho, Kushiro, Hokkaido 085-0467, Japan

Can I use fireworks?

Please check information about nearby fireworks events at the link below.

What should I do in case of sudden illness?

For emergencies such as sudden illness, please contact the hotel front desk for assistance with arranging medical services.

Do I need to leave my room key at the front desk when going out?

For security and housekeeping reasons, please leave your room key at the front desk whenever you go out.

Please tell me about barrier-free accessibility.

There are rooms on the 5th floor designed with fewer steps inside.
However, they are not completely barrier-free.
Thank you for your understanding.

Do you have wheelchairs available for rent?

Wheelchairs are available for use within the hotel.

Is there a curfew?

There is no curfew as the front desk is staffed 24 hours a day.