Yes, we have free shuttle bus srvice between Makomanai Station (真駒内駅) and Hotel. Please check here.
*Please make a reservation 5 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 +81-11-598-2671 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 New Chitose Airport (新千歳空港). Approximately 90minutes by car or taxi. There is not running our hotel shuttle bus between New Chitose Airport and our hotel. If you will move there or come from the airport, we recommend you to move by public transportation.
Where is the most nearest station?
Nearest station is Subway Makomanai Station (真駒内駅). Approximately 40 minutes by our free shuttle bus. JR Sapporo Station (札幌駅) is approximately 60 minutes by subway and our free shuttle bus.
Our free shuttle bus runs between Sapporo Subway Makomanai Station Bus Stop and our hotel. Subway Makomanai Station is about 20 minutes away from JR Sapporo Station by Subway "Namboku Line (南北線)". From JR Sapporo Satation directly, we recommend you to move by public bus.
What is your "MAP CODE" and "Address" ?
A. Map code:708 755 623 Address : 3-192 Higashi Jozankei Onsen, Minami-Ku, Sapporo, Hokkaido 261-2302, 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.
RESERVATION
Can I smoke in your hotel?
We are sorry, almost our space included our guest rooms are Non-Smoking style. If you want to smoke, please go to the smoking booth in our hotel.
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.
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 as your hotel website ?
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.
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.
STAY
What are the Check-in and Check-out time?
Check-in time is 14:00-19:00, Check-out time is until 11:00.
Cottage with Private Outdoor Hot Spring Bath
Check-in time is 15:00-19:00, Check-out time is until 11:00.
Deluxe Room with Private Hot Stone Sauna
Check-in time is 15:00-19:00, Check-out time is until 10:00.
Deluxe Japanese and Western-style Room, Dx Twin Room, Japanese and Western-style Room, and others
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.
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 ?
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 1 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.
Regarding through other travel agency site guest, please check it on the site or ask 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 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.
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.
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.
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 can I eat breakfast and dinner.
If you choose Buffet, you can take buffet restaurant "Mori Buffet". If you choose Kaiseki, you can take at "Kaiseki" dining room.
What time is dinner and breakfast available.
Breakfast 7:00 - 9:00 Buffet Dinner 18:00 - 21:00 (Last seating time is 19:30) Kaiaseki Dinner 18:00 - 21:00 (Last seating time is 19:00)
*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 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.
ONSEN (Hot Spring)
Do you have hot spring ?
Yes, we have nature hot spring (onsen) at communal (public) bath and some guest rooms.
The public hot spring 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.
Do you have open-air bath?
Yes, we have it at communal (public) bath and Cottage rooms.
Do you have private open-air bath rooms?
We have guest rooms attached private open-air bath. You can enjoy hot spring (onsen) there.
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 spring bath available for rent ?
Our hotel private onsen of rooms are only accept for staying guest.
We are sorry, we do not provide them for rent as a day trip.
Can I take a day trip only hot spring?
It will be package as a day trip spa and lunch buffet. It is required reservation in advance.
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, and Samue (room wear).
Do you have private open-air bath rooms?
”Cottage Rooms” are available private open-air bath.
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?
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 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.
Can I eat meals in my rooms ?
Every guest have to move to each restaurants for meals.
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.
Yes, day trip spa and lunch buffet package. It is required reservation in advance. Click here
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. +81-11-598-2671
