About accommodation

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

    Check-in time is 14:00-19:00, Check-out time is until 11:00.
    　Premier Suite, Japanese & Western Style Room with Private open-air bath (onsen) and Junior Suite rooms.
    Check-in time is 15:00-19:00, Check-out time is until 10:00.
    　Twin Room, Japanese & Western Style Room, and Japanese and Western Style Room with Private Open-Air Bath.

  • 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 ?

    There is a parking lot. Staying guests can park for free. No need reservation for parking.

  • 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 Resort Spa MIZU NO UTA
    Shikotsuko Onsen, Chitose, Hokkaido 066-0281, Japan
    Tel. +81-123-25-2211

  • What is your cancellation policy as your hotel website ?

    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.

  • Can I see Lake Shikotsu from the room ?

    The hotel is located in a national park, and the height of the building is limited to the third floor to protect the surrounding environment. In addition, there are no rooms where you can see Lake Shikotsu due to the surrounding trees.

  • 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.

  • Can I smoke in your hotel ?

    We are sorry, almost our space included our guest rooms or restaurants are Non-Smoking style (Included Electronic cigarette and Heated cigarette). If you want to smoke, please go to the smoking booth in our hotel.

  • 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.

  • 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 ?

    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.

  • 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 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.

About rooms

  • Do you have Non-smoking room ?

    Yes, all of our guest rooms are non-smoking style. If you want to smoke, please go to the smoking booth on the 3rd 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.

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

    Yes. There is two types of open-air bath at guest rooms.
    [Using hot spring water]
    Japanese & Western Style Room with Private open-air bath (onsen)
    Premier Suite with Private open-air bath (onsen)
    [Using micro bubble water](Not Onsen)
    Junior Suite Room with Private Open-Air Bath
    Japanese & Western Room with Private Open-Air Bath

  • What is silky bath ?

    It is jet bath(micro bubble water), the bath is not onsen.

  • What kind of equipment and supplies are available in the room ?

    Refrigerator, Air conditioner, Electrical pot, Humidifier, Toilet, Hair dryer, LCD TV, Safety Box, 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, hair tonic, Samue (room wear), and etc...

  • Do you have any rental equipment available ?

    Guests can borrow a Nano care steamer, Hair curl dryer, Hair straightener, binoculars, DVD Player (for playback only), etc... (Please note all supplies are limited.)
    Please see the attached document for details.

  • Can I bring my pet? Is it possible to stay with pets ?

    There is only one pet-friendly room.
    Small dogs or medium-sized dogs are limited to 2 dogs up to 10 kg.　Cats are not allowed to stay.
    ※ Please bring vaccination certificate. Within 1 year vaccination (rabies, mixed vaccine)
    Please contact us directly for details by phone.

  • 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.

  • Do you offer room service ?

    We offer room service only drinks. But we do not serve meals for dinner and breakfast in your room.

  • Do you have baby bed (baby cot) or baby guard for rent ?

    We are sorry for inform you that we do not have amenities for baby included baby bath chair, baby bed(baby cot) or baby guard in our hotel.
    If you have bedding supplies or bath chair for baby which are used to, please bring it by yourself.

About dining

  • Where are meals served in the hotel ?

    If you choose Buffet, you can take Buffet restaurant "AMAM" on the 1st floor.
    If you choose Kaiseki, you can take Japanese Kaiseki Restaurant "AMA no UTA" on the 2nd floor.

  • Can I eat meals in my rooms ?

    We can serve only staying guest which is in the Premier Suite with Private Open-Air Bath (ONSEN) of Japanese Kaiseki dinner "Ama no Uta(天の謌)".
    Other guest have to move to each restaurants for meals.

  • 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 have day trip spa and lunch buffet ?

    Yes, day trip spa and lunch buffet package. It is required reservation in advance. Click here for details.

  • When can I eat "姫鱒　Himemas(Kokanee salmon)" ?

    You can enjoy local fish "姫鱒　Himemas(Kokanee salmon)" of "鱒" department that will be the season from Jun. to Aug.
    However, it may not be available depending on the weather and fishing conditions of the day.

  • Do you offer late night meals ?

    We offer late night meals for guests at Bar on the 1st floor.
    (Light night dining available from 22:00 until 23:30)

  • Do you have baby amenities for rent ?

    We have simple tableware for baby in our restaurant.
    But we cannot accept to bring foods in our restaurant due to in may cause food sanitation hazards.

About hot spring

  • Do you have hot spring ?

    Yes, you can enjoy 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.

    Public Onsen Open Hours: 15:00 - 03:00 / 04:00 - 09:30　
    *Sauna Open Hours: 15:00 - 24:00
    *Unavailable in the time slot from 03:00 to 04:00 midnight the following morning for cleaning.

  • 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 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 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.
    Click here for details.

About esthetics

  • Do you have a treatment spa? When is the treatment spa open ?

    Yes. Treatment spa is located on the 1st floor.
    Our treatment spa is open from 14:00 to 23:00 (Last Reception Time is 22:00).
    If you are planning to use, we will accept for reservation in advance by phone +81-123-25-2211.

  • What treatment services does the spa offer ?

    The treatment spa offers a variety of options for the face, full body, etc...
    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 basically it is possible to treat 2 persons at the same time.
    If you are planning to use, we will accept for reservation in advance.

About facility

  • Do you have a launderette ?

    There is coin launderette on the 1st floor where is beside in public onsen.
    Landry detergents can be purchased at the shop on the 3rd floor.

  • Do you have a gym ?

    Yes, there is on the 1st floor beside in treatment spa.
    Open: 07:00 - 22:00

  • Do you have a foot bath ?

    Yes, we have foot bath in our garden. Towels must be prepared in advance.
    *Please note that it cannot be used depending on the season.

  • Do you have a shop in the hotel ?

    Yes, the shop "Mizu no Ne" is located on the 3rd floor.
    We have collected local souvenir in Hokkaido and also our private brand, and more. 

  • Do you have a vending machine ?

    Yes, there is beside in public onsen on the 1st floor .

  • Can I use the Internet in the hotel ?

    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.

About access

  • 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 hotel "Mizu no Uta" 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:867 063 537
    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). Mizu no Uta 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.

About surrounding information

  • 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.

  • Can you arrange for activities or sightseeing around Lake Shikotsu ?

    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.

About celebrations and anniversaries

  • 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. +81-123-25-2211

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.

We accept advance bookings by phone or e-mail.