About accommodation

  • What time is check-in and check-out?

    Check-in time is 15:00-19:00, Check-out time is until 11:00 am.
    If you arrived early before check-in time, you need to wait at our lounge corner until 15:00.
    Because rooms are available after 15:00. If you will look around our hotel, we can keep your luggage at our front desk.

    ※During 11:00 to 15:00, our hotel public space is closed including onsen, restaurant, and also souvenir shop.

  • 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.

  • 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.

  • Is there a parking lot?

    A free outdoor parking lot is provided next to the hotel. It can accommodate up to 60 vehicles (passenger cars).

  • Can I send my luggage in advance?

    Yes, we can keep it until you arrive. Please include the following information on the delivery slip of the courier company:
    ① Reservation name
    ② Check-in date
    Please bring a copy of the slip on the day.
    Sender details
    85-9 Onuma cho Nanae town, Kameda-gun, Hokkaido, 041-1354
    Tel.+81-138-67-2964
    Hakodate Onuma Tsuruga Resort EPUY

  • Can I send items by takkyubin courier service?

    This service is provided at the shop. Shipping boxes are also available at a fee.

  • 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.

  • Could you arrange the double or king size bed ?

    We are sorry inform you that almost room beds are single size beds or sofa beds, we have not king size bed.
    If you would like to stay with bigger bed, please choose room type of "Double Room". The rooms are provided double bed.

  • Can I arrange activities and surrounding sightseeing?

    We offer a seasonal menu so that all guests can enjoy the Onuma nature. For more details, please contact the hotel.

  • Can I leave my luggage after I check out?

    Yes, we can keep it at the front desk.

  • Is it possible to stay with pets?

    We are sorry, we do not accept pets in our guest accommodation.

  • Do you have a launderette?

    Unfortunately, there is no coin launderette on site.

  • Is there any meeting room / banquet hall?

    Unfortunately, this venue does not house a banquet hall, but meeting and training facilities are available in the vicinity. We are happy to provide further details on request at reception.

  • Is there any shop?

    The shop is on the first floor, next to the front desk. We sell various goods, including original amenities. Our bakeries using Hokkaido wheat are equally unmissable and you can take out products too.

  • Is there any vending machine?

    We are sorry, we do not prepare it.

  • Do you offer Internet connection facilities?

    Wireless LAN is offered on site but connection may be difficult in certain places.

  • 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 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.

  • 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?

    All parts of the hotel, including the deck, halls and rooms are non-smoking. If you want to smoke, please use the cigar room on the 1st floor.
    *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 any rooms include an open-air hot spring bath?

    There are 13 twin rooms featuring an 【open-air bath】. A further five twin rooms include a spa/living room space and an indoor bath.

  • Please give details of the amenities in the rooms.

    Each guest room has bath towels, face towels, hand towels, robe, TV, refrigerator, air cleaner/humidifier, coffeemaker, shampoo, conditioner, body soap, skin toner, hand soap, shaver, toothbrush, comb, hair liquid, and hair tonic, etc...

  • Do you have the double bed room?

    Yes, we have. Please choose room type of "Double Room". The rooms are provided double bed.
    But the other room types are all single size beds or sofa beds.

  • Do you have any rental equipment available?

    Guests can borrow a hair iron, curl dryer, iron, ironing board, trouser press, thermometer, ice pillow, nanocare mist, binoculars, Nordic walk pole, Trump, UNO, mobile phone charger, DVD Player (for playback only), HDMI cable, baby bath chair, lap blanket, diaper disposal bin etc. (Please note all supplies are limited.)

  • Can I use the Internet?

    Wireless LAN can be used, but connection may be difficult in some rooms.

  • Are any rooms available for disabled people?

    Unfortunately, we do not have any rooms available for disabled guests.

  • Is it possible to stay with pets?

    We are sorry, we do not accept pets in our guest accommodation.

  • Do you operate room service?

    Room service is limited to drinks only.

  • 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 restaurant

  • Where are meals served in the hotel?

    You can enjoy both dinner and breakfast in the restaurant building.

  • Can my meal be served in my guest room?

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

  • Can I smoke in the restaurant?

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

  • I have food allergies.

    Please do not worry. 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?

    Our "Crawford" bar lounge offers free late-night snacks from 20:00 to midnight. Please drop in there before sleeping.

  • What time is dinner and breakfast available?

    Dinner is served from 18:00-21:00 (Last seating time is 19:30 )
    Breakfast is from 07:00-09:00
    *The last entry time for dinner is 19:30. No dinner will be served for guests arriving after 19:30. We are also unable to offer any refund and request your understanding in advance.
    *Open hours may change without prior notice.

  • Can I take a day trip?

    We have prepared a day trip dinner plan.
    Click here for details

About hot spring · esthetics

  • Do you have hot spring ?

    Yes, you can enjoy outdoor nature hot spring (onsen) at communal (public) bath and some guest rooms.
    The public hot spring segregated into “male” baths and “female” baths.
    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.

  • Please provide the public bath opening times.

    The public bath is open from 12:00 to 10:00 the following morning.

  • Are there any diseases for which bathing is not allowed?

    It is advisable to refrain from bathing if any of the following conditions apply:
    Acute illness (accompanies by fever), active tuberculosis, malignant tumor, acute heart disease, respiratory insufficiency, renal failure, hemorrhagic disease, advanced anemia, pregnancy (especially early and late stage)

  • Do you have a private hot spring bath available for rent?

    We have two such facilities available free of charge, from 12:00 to 09:00 the following morning. Please ask at the reception desk when making a reservation.

  • Do you offer any beauty treatments?

    Esthetic services are available in guest rooms. Options include Epuy original course, facials, body and foot care and so on.

  • 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.

About access

  • Is there a shuttle bus from the airport or station?

    We operate a free shuttle bus daily from JR Shin-Hakodate-Hokuto Station.
    *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 +81-138-67-2964 is better than send email.

  • Can I arrange a taxi?

    Taxis can be arranged. Please contact the front desk.

  • What is your "MAP CODE" ?

    86 815 292 * 03

About surrounding information

  • Is there any hospital nearby?

    Hana clinic (internal medicine) in Aze is around 3 minutes' by car. There is also a new hospital (internal medicine, cardiovascular, orthopedic surgery, rehabilitation department) accessible about 20 minutes away by car.

  • Is there any convenience store nearby?

    There is no convenience store within walking distance of the hotel. A Seven-Eleven store is situated about 5 minutes away by car.

  • Are there any banks, post offices or ATMs?

    There is an ATM in the Seven-Eleven about 5 minutes by car and a post office around 10 minutes away on foot.

About other

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

    A wireless LAN connection or free Wi-Fi are available in all guestrooms 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 area on the first floor has a limited number laptop computers reserved for guest usage.

  • 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 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.

  • 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.

  • Do you have any surprise service by surcharge for my anniversary trip ?

    Please contact us directly prior 1 week before arriving.

We accept advance bookings by phone or e-mail.