FAQ

  • What time is check-in and check-out?
    Check-in from 14:00 to 19:00 and check-out is until 11:00am.
    If you arrived early before check-in time, you need to wait at our lounge corner until 14:00. Because rooms are available after 14:00. If you will look around our hotel, we can keep your luggage at our front desk.
    ※If you check in after 19:00 may not be served dinner, and no refund will be given.
    Is there a parking lot ?
    There is a parking lot. Guests can park for free.
    Can I send my luggage to the hotel before my stay?
    We will store luggage sent in advance of any stay.
    Please write on the shipping slip as below;
    ① Guest's reservation name
    ② Your check-in date
    Please bring a copy of your shipping slip with you on the day you pick-up your luggage.

    Hotel Address
    Lake Shikotsu Tsuruga Bessou Ao no Za
    Shikotsuko Onsen, Chitose, Hokkaido 066-0281, Japan
    Tel. +81-123-25-6006
    What is your cancellation policy as your hotel website ?
    61-90 days in advance・・・10% of the room charge
    31-60 days in advance・・・30% of the room charge
    15-30 days in advance・・・50% of the room charge
    1-14 days in advance・・・100% of the room charge
    Cancellation and No-Show on the day・・・100% of the room charge

    *You can cancel your reservation by FREE of charge until 91 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.
    Is there a delivery service ?
    Yes, we have boxes to send them by additional price at the shop.
    But it is prepared them within Japan, not an overseas shipment. 
    Is it possible to keep our luggage in the hotel after check-out ?
    Yes, we can keep your luggage at our front desk. 
    Can I stay by myself at the hotel?
    We welcome guests traveling alone.
    If you would like to stay as a single guest, please contact us directly by phone about the price.  (TEL:+81-123-25-6006)
    We cannot accept to your request if it will be top of season or busy days at the hotel.
    Please kindly note it in advance.
    Can I bring my pet?
    We are sorry, we do not accept pets in our guest accommodation.
    What kind of services are available in the hotel ?
    Drinks in your room refrigerator and a free drink menu in the restaurant are free. Free room service is available until 23:00 and drinks, desserts and snacks in the lounge area are basically free (except for some special drinks).
    In addition, we offers variety of free Japanese cultural experiences at the culture lounge.
    What is drinks menu ?
    Please refer to attached drink menu for free.
     
    Is it possible to choose a pillow of your room ?
    Three types of pillow with different degrees of softness or hardness and different materials can be prepared in your room.
    Is it possible to stay children in your hotel ?
    Yes.
    Regarding through our hotel directly booking guest or through our hotel website guest, children 13 years and older pay the full adult fare. 
    Over 3 years old guest, the guest has to pay for children price on our hotel policy. 
    *Children under 18 years old must be accompanied by an adult. 
    If you have any questions, please let us know in advance.

    Regarding through other travel agency site guest, please check it on the site or ask to the customer center. 
    It also write on and suitable for the each website. 
    *Children under 18 years old must be accompanied by an adult.
    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.
    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.
    Could you arrange the double or king size bed ?
    All room beds are bigger type of single size beds, just few rooms are king size bed.
    Please refer to the information of room page.
    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.
    How about children price to use your hotel ?
    Regarding through our hotel directly booking guest or through our hotel website guest, children 13 years and older pay the full adult fare.
    Over 3 year old guest, the guest has to pay for children price on our hotel policy.
    *Children under 18 years old must be accompanied by an adult.
    If you have any questions, please let us know in advance.

    Regarding through other travel agency site guest, please check it on the site or ask to the customer center.
    It also write on and suitable for the each website.
    *Children under 18 years old must be accompanied by an adult.
    How to book a room for 1 adult and 1 child through your hotel website ?
    If you make a reservation 1 adult and 1 child(under 12 years old), Child apply adult rate.
    So please search for 2 persons as an adult on the website.
    After completed your reservation, please let us know it before staying.
    Because we will adjust about your reservation detail of hot spring tax (onsen tax) for 1 adult and 1 child.
    **Children 13 years and older pay the full adult fare.**

    Regarding through other travel agency site guest, please check it on the site or ask to the customer center.
    Please understand well in advance.
    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 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.
  • Can you see the Lake Shikotsu from rooms ?
    All rooms can see Lake Shikotsu, but not so near.
    Do you offer room service?
    We offer room service of drinks or snacks from 14:00 to 23:00.
    But we do not serve meals for dinner and breakfast in your room. 
    Can you stay for our party (group) in your rooms ?
    "Executive Suite Villa" room type can stay up to 5 persons in a room.
    And two "Suite Villa" rooms can be used as connecting room from 4 to 7 persons in one group.
    Other two types of rooms "Suite Sky Resort" or "Suite Resort" in one group, one next to each other on each floor. The entrance of the two rooms can be partitioned, so you can go back and forth between the two rooms without hesitation.
    If you would like to use connecting room or adjoining room, please contact us directly by phone +81-123-25-6006. 
    Can I smoke in my room ?
    Smoking is prohibited in all guestrooms.  (Included Electronic cigarette and Heated cigarette)
    We are sorry, all spaces are non-smoking style in our hotel.
    If you want to smoke, please go to the smoking booth on the 1st floor of our 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.
    Do you have rooms with their own private open-air bath?
    Every guest room can enjoy private outdoor onsen and indoor jet bath(not onsen).
    There is not public onsen in our hotel.
    What kind of equipment and supplies are available in the room ?
    4K TV (supports YouTube, Hulu, Netflix, and etc...), advanced audio equipment (compatible with Bluetooth), JBL Horizon (alarm clock, FM radio and Bluetooth speaker), refrigerator, capsule coffee machine, electric kettle, mini wine cellar(not free), various Wine glasses and cups, dyson brand hair dryer, towels, bathrobes, walk-in closet, room wear, deodorant sprays, toiletries, and etc...
    What kind of amenities are available in the room ?
    Each guest room has bath towels, face towels, hand towels, shampoo, conditioner, body soap, skin toner, milky lotion, hand soap, shaver, toothbrush, comb, hair liquid, and hair tonic, and etc...
    Can I use the Internet in my room?
    All guest rooms offer free Wi-Fi connections, but there may be times when it is difficult to connect depending on conditions and other factors.
    Is there a Japanese style YUKATA in the room ?
    We are sorry, our hotel is not prepared Yukata. We are preparing Japanese style room wear in the room. You can wear them to move restaraunt, lounge, and Bar.
    Do you have guest rooms that are barrier-free?
    Unfortunately, we do not offer rooms with a barrier-free' design at this time.
    Do you have a double bed room?
    We are sorry, all room beds are bigger type of single size beds, just few rooms are king size bed.
    Please refer to the information of room page.
    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 baby bed (baby cot) or baby guard for rent ?
    We are sorry for inform you that we cannot answer it now.
    Please ask to our hotel staff directly about the detail before your check-in date.
  • Where are meals served in the hotel?
    Kaiseki dinner and Japanese style breakfast are served in Japanese Restaurant "Mizushiro" or Teppanyaki "Seisui" on the 1st floor.
     
    Do you offer private dining rooms?
    Japanese Restaurant "Mizushiro" is all of private rooms.
    Unfortunately, we cannot accept reservations for specific rooms.
    Regarding Teppanyaki "Seisui" is not private style. It will be sharing space with other guest.
    Can my meals be served in my guest room?
    Unfortunately, we do not offer in-room dining at this time except room service.
    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. 
    Do you offer late night meals?
    We offer late night meals for guests at Bar on the 1st floor.
    (Light night dining available from 21:00 until 24:00)
    Also available room service in the room (14:00 - 23:00).
    Can I smoke in the restaurant?
    Smoking is prohibited in all restaurants included guest rooms.  (Included Electronic cigarette and Heated cigarette)
    We are sorry, all spaces are non-smoking style in our hotel.
    If you want to smoke, please go to the smoking booth on the 1st floor of our hotel.
    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.
    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.
    What time is dinner and breakfast if my reservation plan is half board ?
    ■Dinner from 18:00- 
     (Last seating time is 19:00 )
    ■Breakfast is from 07:00-09:00 

    *The last entry time for dinner is 19:00. No dinner will be served for guests arriving after 19:00. We are also unable to offer any refund and request your understanding in advance.
    *Open hours may change without prior notice.
    Do you have lunch in the hotel ?
    We are sorry, we do not offer meals at lunch in our hotel.
    Our restaurants are closed during lunch time.
  • Do you have a main public bath?
    We are sorry, we do not prepare public onsen. But we have private outdoor onsen and indoor jet bath in every guest rooms.

    Staying our hotel guest can use our sister's hotel "Mizu no Uta" public onsen for free.
    If you would like to use public onsen, please ask to the staff.
    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 room private baths or public bath of sister's hotel Mizu no Uta ?
    Our hotel is available to use room private baths.
    But we are sorry, guests with tattoos cannot use our sister's hotel "Mizu no Uta" which is the public hot springs or public bath facilities. We ask for your understanding and cooperation.
    Do you have a private hot spring bath available for rent ?
    Our hotel is only accept for staying guest.
    We are sorry, we do not provide them for rent as a day trip.
  • Do you have a treatment spa? When is the treatment spa open?
    Yes. Treatment spa "Tamao" is located on the 4th floor.
    Our treatment spa is open from 14:00 to 21:00 (Last Reception Time).
    If you are planning to use, we will accept for reservation in advance by phone +81-123-25-6006.
    What treatment services does the spa offer?
    The treatment spa offers a variety of options for the face, foot and full body.
    If you are planning to use, we will accept for reservation in advance.
    Can guys also use the treatment spa?
    Yes. The treatment spa welcomes male guests as well. 
    There is also a room for 2 persons, so it is possible to treat 2 persons at the same time.
    If you are planning to use, we will accept for reservation in advance.
  • Do you have a shop in the hotel ?

    Yes, the shop "Aoba" is located on the 1st floor.
    We have collected local souvenir in Hokkaido and also our private brand, and more. 

    Do you have a launderette?
    Unfortunately, there is no coin launderette on site.
    What kind of Japanese culture experience service does the hotel provide ?
    In the lobby on the 1st floor of the hotel, can try on traditional Ainu costumes for guests staying, experiencing a traditional Japanese clothing and experiencing a Japanese tea ceremony. A variety of Japanese cultural activities are available, such as mailing travel postcards for free.
    * Other traditional Indigo Dyeing experience must be reserved in advance, and all experiences time is from 11:00 to 22:00.
  • Do you have a pick-up service from airports or stations?

    We offer the FREE shuttle bus Chitose Liner ply between our hotel and New Chitose Airport, Chitose Station, Minami-Chitose Station, help our guests take the most convenient way to arrival at hotel by our sister's hotel "Mizu no Uta" same shuttle bus.
    Please contact us about pick-up service information in advance at least 5 days before.
    Please refer to the detail our hotel website of access page.

    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.
    What is your "MAP CODE" and "Address" ?
    Map code: 398 315 393
    Hotel name: Lake Shikotsu Tsuruga Bessou Ao no Za 
    Address: Shikotsuko Onsen, Chitose, Hokkaido 066-0281, Japan
    Which airport is the closest to the hotel ?
    The nearest airport is New Chitose Airport (Sapporo Airport CTS). Ao no Za is about 31 km and 40 minutes by car from New Chitose Airport.
    *If you would like to take our free shuttle bus, Please make a reservation 5 days in advance before your check-in date.
     
    Which station is the closest to the hotel ?
    The nearest station is JR Chitose Station(千歳駅). It takes around 30 minutes by car.
    *If you would like to take our free shuttle bus, Please make a reservation 5 days in advance before your check-in date.
     
  • Can you arrange activities for me ?
    We can arrange a host of activities for you to enjoy the great outdoors of Lake Shikotsu, depending on the season. Please ask the front desk for more details or refer to the detail our website of access page. We recommend you to make a reservation in advance.
    Is there any hospital nearby ?
    Clinic (medical office) is located in Lake Shitkotsu onsen area, it is about 5 minutes away on foot.
    For late night or holiday medical services, "Chitose Shimin Hospital 市立千歳市民病院" is about 30 minutes away by car. 
    Are there stores near the hotel ?
    Most nearest Seven Eleven convenience store (open 24 hours a day) is located about 30 minutes away by car.
    Are there any banks or ATMs ?
    We are are sorry, there are not in Lake Shikotsu onsen area.
    Most nearest ATM in the Seven-Eleven or bank about 30 minutes by car.
    When is the best season to visit Hokkaido ?
    All year round recommnended. Especially summer (June - October) and winter (January - February) are good for visiting Hokkaido. In late January, winter festival are held in Lake Shikotsu.
  • 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.
  • Can I connect to the Internet while at the hotel ?
    Almost spaces offer free Wi-Fi connections included guest rooms, but there may be times when it is difficult to connect depending on conditions and other factors.
  • Do you accept credit cards ?
    We accept JTB / Diners / VISA / JCB / UC / Mitsubishi UFJ Nicos (MUFG / DC / UFJ / NICOS) / Amex / Cedyna / Master / Union Pay cards, etc...
    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.