About accommodation

  • What are the Check-in and Check-out time?

    "Ko no Za" rooms are Check-in is from 14:00 to 19:00, Check-out is until 11:00.
    Other rooms are Check-in is from 15:00 to 19:00, Check-out is until 10:00.

  • 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.

  • Do you have any parking space?

    We have free parking and free vallet parking service.

  • 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.

  • What is your cancellation policy as your hotel website ?

    8-14 days in advance・・・10% of the room charge
    2-7 days in advance・・・30% of the room charge
    The day before the stay・・・50% 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 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.

  • 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.

  • Can I smoke in my room?

    Smoking is prohibited in all guestrooms.
    You can smoke in Smoking Room ”KOTEN" on the 1st floor of the hotel.

  • Could you arrange the double or king size bed ?

    We are sorry inform you that all room beds are single size beds, we have not double or king size bed.

  • 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. Of course, children too.
    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 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 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 surprise service by surcharge for my anniversary trip ?

    Please contact us directly prior 1 week before arriving.

  • 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 CAUSE".
    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.

About payment

  • Do you accept credit cards?

    We accept 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.

  • 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. Of course, children too.
    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 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 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.

About rooms

  • Can I smoke in my room?

    Smoking is prohibited in all guestrooms.
    You can smoke in Smoking Room ”KOTEN" on the 1st floor of the hotel.

  • Do you have rooms with their own private open-air bath?

    Yes, there are "Ko no Za" rooms with your private open-air bath (onsen).

  • 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, Razor, Bath Towels, Face Towels, Slippers, Samue (room wear)

  • Do you have internet access?

    There is available free internet access at the Ko no Za rooms and around the lobby, but there may be times when it is difficult to connect depending on conditions and other factors.

  • Do you have the double bed room?

    We are sorry, all of our rooms offer the single size beds or single size Japanese futons in our hotel. There is a small table separates the two single beds in some room types. Some room's single beds can be assembled into one large bed, but be limited a few room types. Please refer to more information from "ROOMS" Official Website link 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 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.

  • 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.

About dining

  • I have food allergies.

    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.

  • Where are meals served in the hotel?

    If you choose Buffet dinner or breakfast, you can take buffet restaurant "COTA".
    If you choose Kaiseki dinner, you can take dining room.
    If you choose French dinner, you can take french restaurant "TOU TOU".

  • What time is dinner and breakfast available?

    Breakfast 7:00 - 9:00 (Last seating time is 08:30)
    Buffet Dinner 18:00 - 21:00 (Last seating time is 19:30)
    Kaiseki Dinenr 18:00 - 21:00 (Last seating time is 19:00)
    French Dinner 18:00 - 21:00 (Last seating time is 19:00)
    *The last entry time for dinner is 19:00 or 19:30. If you check in after 19:00 or 19:30 may not be served dinner, and no refund will be given.
    *Open hours may change without prior notice.

  • Can I smoke in the restaurant?

    We are sorry, all our spaces included our restaurant are Non-Smoking style. If you want to smoke, please go to the smoking booth in our hotel.

  • Can my meal be served in my guest room?

    Unfortunately, we do not offer in-room dining at this time.

About hot springs

  • Do you have hot spring and open-air bath?

    Yes, we have outdoor and indoor baths.
    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.

  • I have tattoos. Can I use the public hot springs?

    We are sorry to 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 treatment spa?

    Yes. Treatment spa "Faula" is located on the 1st floor.
    All treatments are performed in a private room.
    Our treatment spa is open from 15:00 to 23:00 on weekdays and from 13:00 to 23:00 on weekends and holidays.
    Click here for more details

About access

  • Do you have a pick-up service from airports or stations?

    We operate a free shuttle bus between JR Abashiri Station and JR Yobito Station.
    Reservations are required.
    Click here for more about the shuttle bus service
    Please contact us about pick-up service information in advance at least 3 days before.

  • Where is the most nearest airport?

    It is Memanbetsu Airport (女満別空港). Approximately 20 minutes by car or taxi.

  • Where is the most nearest station?

    Nearest station is JR Yobito Station (呼人駅). Approximately 5 minutes by our shuttle bus.
    Most convenient station is JR Abashiri Station (網走駅). Approximately 20 minutes by taxi.

  • 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: 305 460 834
    Address: 159 Yobito, Abashiri, Hokkaido 099-2421, Japan

About other

  • Can I connect to the Internet while at the hotel?

    A wireless LAN connection is available in almost guest rooms and the lobby and lounge areas, but there may be times when it is difficult to connect depending on conditions and other factors.
    The PC for free of charge on the first floor has a limited number of laptop computers for guest usage.

  • 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.
    In late January to March winter festival are held in Abashiri.

  • Do you have day trip plan?

    Yes, we have.
    Click here for more about day trip
    Please contact us about day trip information in advance through our Inquiry Form.

We accept advance bookings by phone or e-mail.