FAQ

FAQ

Frequently asked questions from customers are introduced here in Q & A format.
If your question is not listed in the following FAQ, or if you are not sure about the answer, please contact us.
The Infectious Diseases Control
Is there a check-in infection control system in place?
All customers are given a temperature check. (Non-contact thermometer)
When waiting for check-in and check-out, guests are guided according to social distance.
・Acrylic shields have been installed at the counters to prevent droplet infection.
Is there a countermeasure for infectious diseases in guest rooms?
・ All hot water bottles and cups in the guest rooms have been replaced with disposable paper cups.
・We have installed disinfectant and deodorant sprays in all guest rooms for your use.
・Ventilation is strictly enforced during cleaning.
・For areas that are often touched directly by guests, we use sodium hypochlorite disinfectant and wipe up to ensure thorough disinfection.
・In the event that guests experience symptoms such as poor health during their stay, a certain period of time will be set aside for the suspension of sales after further thorough sterilization of guest rooms and common areas.
Is there a system to control infectious diseases in common areas of the hotel?
Elevator buttons, doorknobs, and other areas that are frequently touched by customers are periodically wiped down with a sodium hypochlorite disinfectant.

・All employees wear masks when performing their duties.
・Alcohol is available at the entrance to the common area and at the luggage cart storage area to disinfect hands.
・The hand dryers in the common area restrooms have been turned off.
・The entire building is disinfected and thoroughly sterilized on a regular basis. (elevators, vending machines, telephones, handrails, etc.)
・We arrange sofas and waiting areas with an awareness of social distance.
・The windows of common areas such as connecting corridors are opened for ventilation.
・The smoking room in the building has been closed and we ask guests to use the outdoor smoking area.
・Acrylic shields have been installed at the front desk and at the counters of the bathrooms and stores to prevent droplet infection.
Is there a countermeasure for infectious diseases in restaurants and eating areas?
・All employees are required to wear masks and gloves.
・We request the use of simple gloves and masks for buffet-style meals (Restaurant Tsukifune and Restaurant Unba).
・In accordance with the social distance policy, the layout is designed to keep the distance between seats.
About staying at the hotel
What are the check-in and check-out times?
Check-in time is from 3pm and check-out time is by 11am.
Is early check-in and late check-out possible?
The first hour of extra time will be 3,000 JPY (tax included), and subsequent hours will be 2,000 JPY per hour.
Are pets allowed to stay with me?
Pets are not allowed in or out. However, guide dogs, hearing dogs, and nursing dogs are allowed to stay, but we will ask for their certificates in advance.
Is it possible to send a package in advance via courier?
We accept your reservation. Please write the date of your stay and the name of the person staying in the remarks column of the shipping slip and send it to us. However, we do not accept cash on delivery.
Is it possible to leave luggage before check-in or after check-out?
Yes, it is possible. Please ask at the front desk.
Is it possible to use credit cards or electronic money for local payment?
Credit cards are accepted.
Credit cards such as VISA, Master, JCB, Diners, etc. and electronic money such as PayPay, LINE Pay, Alipay, etc. are accepted.
When is the cancellation fee applied?
The cancellation fee is as follows
・3 days prior to the date of stay: 20%.
・On the day of stay: 80%.
・Cancellation without notice: 100%.
Cancellation fee may vary depending on the plan.
About the rooms
What are the rooms like?
The room types are as follows
・Standard double room: 15 square meters, up to 2 persons
・Standard twin: 27 square meters, capacity up to 2 persons
・Superior Twin: 27 square meters, capacity up to 3 persons
・Family room: 36 square meters, capacity up to 4 persons
・Junior Suite: 55 square meters, capacity up to 4 persons
・Universal Room: 27 square meters, up to 2 persons
All rooms are non-smoking and equipped with Wi-Fi.
Is there a view I can enjoy from my room?
Depending on the location of your room, you can enjoy a beautiful view of the Tsugaru Straits or a view of the rich nature and aircraft flights.
Is it possible to specify the view or scenery of the room?
Please note that we do not accept any special requests.
If you would like a higher floor or sea-side view, please consider a higher floor / sea-side standard twin room (non-smoking, 27 square meters) or a higher floor / sea-side family room (non-smoking, 36 square meters).
Are there non-smoking rooms?
All rooms are non-smoking.
Is there room service?
Not provided.
Is there internet access in the room?
Free Wi-Fi access is available in all guest rooms and throughout the hotel.
What amenities are available in the rooms?
Toothbrush / Razor Blade / Hairbrush / Body Towel / Cotton Swab / Shampoo / Conditioner / Body Soap / Face & Hand Soap & Shaving / Samue / Bath Towel / Face Towel
About Dining and Restaurants
What are the hours for dinner and breakfast?
Dinner at Tsukihune: 17:30 - 21:00 (L.O.20:30)
     Kumonami: 17:30 - 21:30 (L.O.20:00)
Breakfast at Tsukihune 7:00 - 10:00 (L.O.9:30)
Are there any rules on what to wear when using the restaurants and eating areas?
There are no restrictions on clothing.
Are restaurants and dining areas non-smoking?
All seats are non-smoking.
About Hot Springs
What are the hours of use for the public baths?
It is available from 5:00 - 11:00 / 14:00 - 25:00.
Is there a sauna?
No, there is not.
Are children and infants allowed in the large bathroom?
There is no particular age limit, so anyone can use the baths.
Is it possible to use the service if I have a tattoo or tattoos?
We do not allow people with tattoos or tattoos to use our facilities.
Is there an admission tax?
It is 150 JPY per person.
Are there any baths that can be reserved for private use?
There are two Private Open-air Baths on the top floor, "Hoshi no Yu" and "Tsuki no Yu".
Can I use the bath for day-use?
As priority is given to staying guests, it is available only on non-busy weekdays. We take a break on crowded days, so please inquire in advance.
About the facility
Is there a small store?
Located on the first floor. Food, beverages, and various souvenirs are available.
Business hours: 7:00 - 10:00 / 16:00 - 21:00
Is there an ice machine available?
There are ice machines on the 6th and 10th floors.
Are there any vending machines?
Yes, there are vending machines on the 6th and 10th floors. We have soft drinks and alcohol available.
Is there a massage chair available?
There are two massage chairs in the after-bath area on the top floor.
Is it possible to wear yukata or slippers inside the hotel?
Yes. There is a yukata-style jacket available for rent, so please inquire at the front desk.
About access and parking
Directions on how to get to the accommodations?
For those arriving by JR
・【Sapporo】→(Limited Express Super Hokuto / approx. 3 hours 40 minutes)→【JR Hakodate Station】→(Tram "Hakodate Ekimae" - approx. 30 minutes)→Yunokawa Onsen→5 minutes walk→Hotel
・【Sapporo】 → [Super Hokuto Limited Express] → [JR Hakodate Station] → [Car Taxi] → [Hotel] (approx. 10 min.)
For those arriving by air
・Hakodate Airport (approx. 10 min. by cab) → Hotel
・Hakodate Airport (approx. 8 min. by bus) → Yunokawa Onsen (hot spring) → 5 min. walk → Hotel
Is there a shuttle service?

~Notice of Free Shuttle Service Termination~
The free shuttle service will end on July 31, 2023."

Departure from Hakodate Station → Arrival at Hotel
(1) Departure: 14:15 - Arrival: 14:30
(2) Departure: 15:45 - Arrival: 16:00

Departure from Hotel → Arrival at Hakodate Station
(1) 9:50 - 10:05 (2) 11:10 - 11:25
(2) 11:10 - 11:25

・This service is free of charge.
・Advance reservation is required. (By 18:00 the day before)
・Please note that arrival may be delayed due to road conditions.

Is there a parking lot?
There is an outdoor parking lot for 100 cars.
Parking is free of charge for guests staying at the hotel, using the restaurant, and using the bathhouse. (Parking is on a first-come, first-served basis, and we do not accept reservations in advance.
What is the address of the accommodation?
3-9-20 Yunokawacho,Hakodate-shi, Hokkaido
Others
Is there a convenience store nearby?
There is a convenience store about a 3-minute walk from our hotel.
Do you have staff who can speak foreign languages?
We can speak English and Chinese.
What should I do if I have forgotten something?
Please contact the hotel. +81 138-57-5390 (representative).