faq

/* --- 1. PC・タブレット（共通）設定 --- */ #news-title-link { display: inline-flex; align-items: center; font-size: 60px; /* PCでの文字サイズ */ color: #333333; text-decoration: none; line-height: 1; cursor: pointer; } /* --- 2. スマホ（画面幅767px以下）用設定 --- */ @media screen and (max-width: 767px) { /* 文字サイズもスマホ用に少し小さく調整（不要なら削除可） */ #news-title-link { font-size: 40px; } }

01. General Information

QContact Information
A

Please feel free to reach us at:
TEL: +81-134-51-5151
Email: [email protected]

Our address is:
Otaru Retreat Kuramure
2-685 Asarigawa Onsen, Otaru-shi, Hokkaido 047-0154, Japan

02. Guest Rooms

QWhat is the capacity of the guest rooms?
A

Each room can accommodate up to 4 guests.

QWhat is your smoking policy?
A

The entire building, including guest rooms, is non-smoking. A designated smoking area is located in the courtyard.

03. Dining

QIs an all-you-can-drink option available during dinner?
A

Beverages listed on the menu are included in your accommodation fee.

QDo you offer special restaurant plans for anniversaries?
A

We regret to inform you that we do not offer dedicated anniversary restaurant plans. However, we would be delighted to assist with arranging cakes or floral bouquets. Please feel free to consult with us.

04. Reservations & Policies

QDo you offer special accommodation plans for anniversaries?
A

We regret to inform you that we do not offer dedicated anniversary accommodation plans. However, we would be delighted to assist with arranging cakes or floral bouquets. Please feel free to consult with us.

QWhat types of accommodation plans do you offer?
A

We offer accommodation plans that include both dinner and breakfast, as well as plans with breakfast only.

05. Check-in & Check-out

QWhat are the check-in and check-out times?
A

Check-in is from 3:00 PM and check-out is until 11:00 AM.

06. Services

QAre wheelchairs available for rental?
A

Wheelchairs are available for loan. As quantities are limited, kindly inform us in advance if you wish to use one.

QHow are lost and found items handled?
A

As a general rule, lost items are kept at our property for three months.

07. Facilities

QDo you offer massage services?
A

Yes, massage services are available.
Starting from ¥4,200 for 40 minutes.

QDo you have a sauna?
A

We regret to inform you that we do not have a sauna facility.

08. Rates & Payment

QAre electronic payments and e-money accepted?
A

Yes, payments can be made using e-money (transportation IC cards, iD).

QCould you please inform me of the room rates?
A

Rates vary depending on the date, number of guests, and room type. Please check our official website or call the hotel directly for further information.

09. Access & Transportation

QCould you please provide the timetable for the shuttle bus?
A

The regular shuttle schedule is as follows:
[To Hotel] Departing Otaru-Chikko Station: 14:45 / 15:45 / 16:45
[Return] Departing Hotel: 10:30 / 11:10

If you wish to request alternative times, please contact us.

QDo you offer a shuttle service?
A

We offer a shuttle service between JR Otaru-Chikko Station and the hotel.
As prior reservation is required, please contact the hotel in advance.

10. Membership Program

QHow can I change my membership registration details, such as my email address or password?
A

You may update your information by visiting "Edit Member Information" on your My Page. https://membership.by-onko-chishin.com/auth/login/

QIs membership registration required to use your services?
A

Membership registration is required to enjoy exclusive privileges and benefits. https://membership.by-onko-chishin.com/auth/signup/

View all questions (47)
01. General Information1
QContact Information
A

Please feel free to reach us at:
TEL: +81-134-51-5151
Email: [email protected]

Our address is:
Otaru Retreat Kuramure
2-685 Asarigawa Onsen, Otaru-shi, Hokkaido 047-0154, Japan

02. Guest Rooms7
QWhat equipment is available for loan? Could you please provide details?
A

We provide DVD/Blu-ray players, low-rebound memory foam pillows, and humidifiers for rental upon request.

QWhat is the capacity of the guest rooms?
A

Each room can accommodate up to 4 guests.

QWhat is your smoking policy?
A

The entire building, including guest rooms, is non-smoking. A designated smoking area is located in the courtyard.

QWhat room amenities and facilities are provided?
A

[In-Room Amenities]
Makeup remover, soap, lotion, all-in-one gel, shampoo, conditioner, Samue (Japanese room wear), nightwear, Tabi socks, Hanten (jacket), face towels, hand towels, bath towels, toothbrush, hairbrush, razor with shaving cream (men), shower cap (women), cotton pads (women), hair tie, body towel, hair dryer, humidifier, etc.

QIs there a television in the room?
A

Yes, televisions are available in all guest rooms.

QIs the hotel barrier-free accessible?
A

We do not offer full barrier-free accessibility. However, our "Forest View 1st Floor Flat Japanese-Western Room" features a completely step-free layout.

QDo you have smoking rooms?
A

All guest rooms are non-smoking.
We have a designated smoking area elsewhere on the property.

03. Dining7
QIs an all-you-can-drink option available during dinner?
A

Beverages listed on the menu are included in your accommodation fee.

QDo you offer special restaurant plans for anniversaries?
A

We regret to inform you that we do not offer dedicated anniversary restaurant plans. However, we would be delighted to assist with arranging cakes or floral bouquets. Please feel free to consult with us.

QAre there any restaurants open for lunch inside the hotel?
A

We do not have any restaurants open during lunch hours.

QWhat time is dinner served?
A

Dinner is served starting at either 18:00 or 19:00.

QCan meals be served in the guest room?
A

In-room dining is not available. Meals are served in our dedicated dining area.

QCould you please provide details regarding dinner?
A

We serve a Japanese Kaiseki multi-course dinner.

QIs room service available?
A

Yes, room service is available, offering beverages and light meals. With a few exceptions, this service is included in your stay and can be enjoyed complimentary.

04. Reservations & Policies9
QDo you offer special accommodation plans for anniversaries?
A

We regret to inform you that we do not offer dedicated anniversary accommodation plans. However, we would be delighted to assist with arranging cakes or floral bouquets. Please feel free to consult with us.

QWhat types of accommodation plans do you offer?
A

We offer accommodation plans that include both dinner and breakfast, as well as plans with breakfast only.

QHow may I check room availability?
A

Please check room availability on our official website or contact us directly by phone.

QCan I stay as a solo traveler?
A

Yes, single occupancy is welcome. You may select 1 guest when making your reservation.

QI would like to make a reservation.
A

Please click here for room reservations.

QWhat is your cancellation policy?
A

Up to 8 days prior to arrival: Free of charge
7 days prior: 10%
3 days prior: 50%
1 day prior / Same day / No-show: 100%

*Cancellation policies may vary depending on the accommodation plan. Please kindly check the specific terms of your reserved plan in advance.

QMay I stay with my pet?
A

We kindly inform you that pets are not permitted on the premises.
*Assistance dogs for persons with disabilities are accepted.

QCould you please provide details about the all-inclusive service?
A

Beverages served during meals, drinks at the bar, and room service are all provided complimentary.

QCan we stay with infants or young children?
A

Guests traveling with infants and young children are welcome to stay in select guest rooms.

05. Check-in & Check-out1
QWhat are the check-in and check-out times?
A

Check-in is from 3:00 PM and check-out is until 11:00 AM.

06. Services4
QAre wheelchairs available for rental?
A

Wheelchairs are available for loan. As quantities are limited, kindly inform us in advance if you wish to use one.

QHow are lost and found items handled?
A

As a general rule, lost items are kept at our property for three months.

QCan you assist with a special surprise?
A

We would be delighted to assist you as much as possible. Please feel free to contact us to discuss your preferences.

QIs it possible to arrange a celebration cake?
A

We would be delighted to arrange a cake from a local bakery for you.
Please kindly contact us at least three days prior to your arrival.

07. Facilities4
QDo you offer massage services?
A

Yes, massage services are available.
Starting from ¥4,200 for 40 minutes.

QDo you have a sauna?
A

We regret to inform you that we do not have a sauna facility.

QWhere is the smoking area located?
A

A designated smoking space is available in the courtyard within our hotel grounds.

QAre the hot springs and public baths available for day-use guests?
A

Our hot spring facilities are exclusively available for staying guests.

08. Rates & Payment4
QAre electronic payments and e-money accepted?
A

Yes, payments can be made using e-money (transportation IC cards, iD).

QCould you please inform me of the room rates?
A

Rates vary depending on the date, number of guests, and room type. Please check our official website or call the hotel directly for further information.

QCould you please provide details about children's rates?
A

Children's rates vary depending on their age category.
Please select the corresponding option (with/without meals and futon) in the guest count settings on the reservation screen to check the applicable rates.

QWhat payment methods are accepted for accommodation charges?
A

We accept the following payment methods:
- Cash (JPY)
- Credit cards
- UnionPay
- Electronic money (Transportation IC cards, iD)

09. Access & Transportation2
QCould you please provide the timetable for the shuttle bus?
A

The regular shuttle schedule is as follows:
[To Hotel] Departing Otaru-Chikko Station: 14:45 / 15:45 / 16:45
[Return] Departing Hotel: 10:30 / 11:10

If you wish to request alternative times, please contact us.

QDo you offer a shuttle service?
A

We offer a shuttle service between JR Otaru-Chikko Station and the hotel.
As prior reservation is required, please contact the hotel in advance.

10. Membership Program8
QHow can I change my membership registration details, such as my email address or password?
A

You may update your information by visiting "Edit Member Information" on your My Page. https://membership.by-onko-chishin.com/auth/login/

QDo the points earned on the membership card have an expiration date?
A

There is no expiration date for the points. Please click here for further details. https://by-onko-chishin.com/destination-club#会員ランク

QHow can I check my current membership point balance?
A

Please check your point balance via the following link. https://membership.by-onko-chishin.com/auth/login/

QHow can I process a membership cancellation?
A

Please proceed through "Membership Cancellation" on your My Page. https://membership.by-onko-chishin.com/auth/login/

QIs membership registration required to use your services?
A

Membership registration is required to enjoy exclusive privileges and benefits. https://membership.by-onko-chishin.com/auth/signup/

QCould you please provide details regarding member benefits?
A

Please visit our website for details regarding our membership program. https://by-onko-chishin.com/destination-club

QIs there a fee for member registration or enrollment?
A

Registration is completely free of charge. Please visit the following link for details. https://by-onko-chishin.com/destination-club#会員登録

QI would like to register for a membership.
A

Please register for membership via the link below:
https://membership.by-onko-chishin.com/auth/signup/