FAQ

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  • Stay

    Please let me know the check-in and check-out times.
    Check-in is at 2:00 PM, and check-out is at 11:00 AM.
    Is there parking available?
    We offer free parking.
    Can I send my luggage in advance?
    We will hold your items until your arrival. Please fill out the receipt with the following information:
    ①The name of the person who made the reservation
    ②Your expected arrival date
    Please bring the copy of the receipt with you on the day of your arrival.

    Shipping Address
    〒066-0281 Shikotsuko Onsen, Chitose City, Hokkaido tel.0123-25-6006
    Lake Shikotsu Tsuruga Villa Aoi no Za
    Is there a cancellation fee?
    • For reservations made via the official website:
    Cancellations made 31–60 days prior to arrival: 30% of the accommodation fee will be charged.
    Cancellations made 15–30 days prior to arrival: 50% of the accommodation fee will be charged.
    Cancellations made 1–14 days prior to arrival: 100% of the accommodation fee will be charged.
    Cancellations on the day of arrival or no-shows: 100% of the accommodation fee will be charged.
    ※ If your reservation is part of a travel package with separate cancellation policies, those terms will apply.
    ※ Cancellation policies may vary depending on the accommodation plan.
    ※ If a different cancellation policy applies, it will be stated on the respective plan details page. • For reservations made via other booking websites, please refer to the cancellation policy set by each respective site.  
    Can I send a package?
    Please proceed to the front desk for assistance.
    Shipping is available within Japan only; international shipping is not supported.
    In addition, paid shipping boxes are available for purchase within the property.
    Can I store my luggage after check-out?
    Yes, please proceed to the front desk for assistance.
    Can I use it by myself?
    Of course, we also welcome solo travelers.
    Please make your reservation via our official website.
    Can I stay with my pet?
    We sincerely apologize, but we do not allow pets to stay with guests.
    Please tell me about the services available at the facility.
    Except for the items in the refrigerator, beverages served through room service, during dinner hours, and in the bar lounge, as well as desserts, snacks, and light meals such as late-night refreshments are all included in the accommodation fee (excluding certain special items).

    In addition, guests may enjoy complimentary Japanese cultural experiences in the Culture Lounge. (Advance reservation is required.)
    What kinds of inclusive beverages are available?
    Room service offers draft beer, champagne, a selection of wines, whiskey, umeshu (plum wine), craft gin, rum, tequila, as well as non-alcoholic beverages and soft drinks.
    During dinner hours, a wide variety of Japanese sake is also available, perfectly complementing your meal.
    In addition, the high-ceiling lounge area of Bar “Seiran” on the 1st floor serves champagne as well as a selection of bar beverages for guests to enjoy.
    After breakfast, you may also enjoy siphon-brewed coffee.
    Can I choose a pillow?
    The walk-in closet in your guest room is equipped with four different types of pillows. Please feel free to choose the one that best suits your preference.
    Can children stay here?
    Yes, there is no age restriction.

  • Room

    Can I see Lake Shikotsu from the room?
    All guest rooms offer views of Lake Shikotsu.
    However, please note that the property is located approximately a 4–5 minute walk from the lakeshore.
    Do you offer room service?
    Yes, in addition to a variety of beverages, we also offer snacks, desserts, and light meals.
    (Hours: 2:00 PM–11:00 PM)
    Can we stay as a group?
    We offer adjacent rooms suitable for group stays, allowing guests to enjoy two separate private spaces at the same time.
    Both room types accommodate 4–7 guests. Please review the room details carefully when making your reservation.
    Please note that adjacent rooms are available exclusively through our official website and cannot be booked via other online travel agencies.  
    Do you have non-smoking rooms?
    The entire property, including guest rooms, is non-smoking (this also includes e-cigarettes and heated tobacco products).
    If you wish to smoke, please use the designated smoking room located on the 1st floor.
    Do you have any rooms with private open-air baths?
    All guest rooms feature a spacious open-air bath, as well as an indoor bath equipped with massage jet functions.
    Please tell me about the amenities in the room.
    Guest rooms are equipped with a 4K TV (supporting YouTube, Hulu, Netflix, and other streaming services), a soundbar with Bluetooth connectivity, and a JBL Horizon device featuring an alarm clock, FM radio, and Bluetooth speaker functions.
    Additional in-room amenities include a refrigerator, coffee machine, electric kettle, wine cooler, a selection of wine glasses and teacups, a hair dryer, towels, a walk-in closet, loungewear, bathrobes, and deodorizing spray.
    What amenities are provided in the room?
    We provide a variety of amenities, including shampoo, conditioner, body wash, makeup remover, facial cleanser, toner, lotion, cotton pads, cotton swabs, toothbrush sets, razors, shaving foam, shower caps, and combs.
    Is there internet access in the room?
    Free Wi-Fi is available throughout the property and may be used freely during your stay.
    Do you have any yukatas?
    Yukata is not provided at this property. Instead, “samue” loungewear is available as in-house attire.
    Yukata is not provided at this property. Instead, “samue” loungewear is available as in-house attire.

  • Dining

    Please tell me about the restaurants.
    On the first floor, you will find the restaurant “Mizushiro” and the teppanyaki restaurant “Seisui.”
    Can I eat in a private room?
    We generally do not offer in-room dining. Meals are served in private dining rooms at our restaurant “Mizushiro.”
    Can I eat in my room?
    We generally do not offer in-room dining. Meals are served in the private rooms at our restaurant, [Mizushiro].
    I have a food allergy. Can you accommodate my dietary needs?
    We generally do not offer in-room dining. Meals are served in private dining rooms at our restaurant “Mizushiro.”
    Do you have anything for a late-night snack?
    We offer a late-night snack menu at the bar lounge on the first floor. Please feel free to stop by. (Serving hours: 9:00 PM–12:00 AM)
    We also provide light meals through our room service menu. (Available from 2:00 PM to 11:00 PM)

  • Hot Springs

    Is there a large public bath?
    We do not have a large public bath on site.
    All guest rooms feature a spacious open-air bath and an indoor jet bath, allowing you to enjoy a private bathing experience.
    Guests are also welcome to use the large public bath at our sister property, “Lake Shikotsu Tsuruga Resort Spa Mizunouta,” free of charge. Please let us know if you would like to use it.
    Are there any medical conditions that prevent you from taking a bath?
    It is recommended that you refrain from bathing in the following cases:
    Acute illnesses (especially if you have a fever), active tuberculosis, malignant tumors, severe heart disease, respiratory failure, kidney failure, bleeding disorders, severe anemia, and pregnancy (particularly during the first and third trimesters).

  • Salons

    Please let me know the operating hours of the spa.
    The final reception time is 2:00 PM–9:00 PM.
    Advance reservations are also accepted, so please contact the facility directly.
    (TEL: 0123-25-6006)
    Please tell me about the spa treatments.
    ORIGINE is a spa brand born in Provence, Southern France.

    Recently introduced to Japan, ORIGINE is a collection designed to gently harmonize the mind and senses through fragrance.

    Surrounded by your preferred scent, you can enjoy a deeply relaxing experience different from your everyday routine.
    Both women and men are welcome to enjoy a range of treatments, including body and facial courses.

    ※Simultaneous treatments for two guests are also available (please contact us in advance for details).
    Can men use the spa as well?
    Male guests are also welcome to use the facility.
    Simultaneous treatments for two guests are available; please contact us for more information.

  • Facilities

    Do you have a gift shop?
    The “Aoba” shop is located on the first floor. We offer a wide selection of items that reflect the essence of Hokkaido’s local culture.
    Do you have a coin laundry facility?
    Unfortunately, we do not have a coin-operated laundry facility on-site. However, there is a facility within a 5-minute walk at our sister property, “Lake Shikotsu Tsuruga Resort Spa Mizunouta.”
    What is the Culture Lounge inside the building?
    This lounge offers opportunities to experience Japanese culture and unique local activities.Guests can enjoy indigo dyeing, a traditional Japanese tea ceremony, photo sessions in Ainu traditional attire, and a letter-writing service, all free of charge.

    Please note that indigo dyeing and the traditional Japanese tea ceremony require advance reservations.
    (Available from 2:00 PM to 5:00 PM)

  • Access

    Do you offer transportation from the airport or train station?
    We operate a free shuttle bus service from New Chitose Airport and JR Chitose Station.
    (Reservations are required and must be made by 7:00 PM, three days in advance.)
    Can you arrange a taxi for me?
    Please ask at the front desk. It may take some time to arrange a car, so we kindly ask you to contact us as early as possible.

  • Sightseeing

    Can you arrange activities and local sightseeing tours?
    Yes, we can accommodate that.You can enjoy canoeing, kayaking, and snorkeling in the crystal-clear waters of Lake Shikotsu, which is known for having the highest water quality in Japan. We offer a variety of seasonal activities, so please contact the facility directly for more information.
    Advance reservations are recommended.
    Is there a hospital nearby?
    There is a clinic about a 5-minute walk away. For nighttime and holiday care, Chitose Municipal Hospital is about a 30-minute drive away.
    Is there a convenience store nearby?
    The nearest convenience store is about a 30-minute drive away.
    Are there any banks or ATMs nearby?
    This service is available only at the Shikotsuko Post Office ATM.

  • Celebrations and Anniversaries

    We're thinking of staying with you for our anniversary. Is there anything you can do to help us celebrate?
    We can recommend celebratory cakes, champagne, bouquets, and more based on your preferences. We can help you celebrate special occasions with family, friends, or your partner in a variety of settings.
    Please contact us by phone for more details. (TEL: 0123-25-6006)

  • Payment

    Do you accept credit cards?
    We accept various credit cards, including VISA, JCB, Mastercard, American Express, and UFJ Nicos.