About accommodation

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

    Check-in time: 14:00–19:00 Check-out time: until 11:00
    ・Premier Suite with Private Open-Air Bath (ONSEN)
    ・Japanese & Western Room with Open-Air Bath (ONSEN)
    ・Junior Suite Room with Private Open-Air Bath (ONSEN)

    Check-in time: 15:00–19:00 Check-out time: until 10:00
    ・Double Bed Room
    ・Japanese & Western Style Room (Town View)
    ・Japanese & Western Room with Private Open-Air Bath
    ・Japanese & Western Style Room
    ・Japanese & Western Room with Private Onsen Bath

  • Can I stay by myself at the hotel ?

    We welcome guests traveling alone. Special single-occupancy packages are also available, excluding peak seasons.

    Please note that if no single-occupancy plan is available for your preferred dates, we do not offer a dedicated single rate. In such cases, reservations must be made based on the double occupancy rate, even for single use.

    Thank you for your understanding.

  • Is there a parking lot ?

    There is a parking lot available for guests.
    Parking is free of charge for staying guests, and no reservation is required.

  • 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 to arrival: 10%
    Check-in 2–7 days prior to arrival: 30%
    Check-in 1 day prior to arrival: 50%
    Same-day cancellation & no-show: 100%

    *You may cancel your reservation free of charge up to 15 days prior to arrival (Japan Standard Time).
    Please note that cancellations made within the above period will be subject to charges in accordance with our cancellation policy.

  • Can I see Lake Shikotsu from the room ?

    The hotel is located within a national park, and the building height is limited to three floors in accordance with environmental protection regulations.

    Due to the surrounding forest, there are no guest rooms with direct views of Lake Shikotsu.

  • Is there a delivery service ?

    Yes, we provide shipping boxes at the shop for an additional charge.
    However, please note that this service is available within Japan only and does not support international shipping.

  • Can I smoke in your hotel ?

    We sincerely apologize, but most areas in the hotel, including guest rooms and restaurants, are non-smoking (including electronic cigarettes and heated tobacco products).

    If you wish to smoke, please use the designated smoking area within the 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.
    For reservations made directly through our hotel or official website, children aged 13 and over are charged the adult rate. Guests aged 1 year and over are subject to the child rate according to our hotel policy.

    Children under 18 years old must be accompanied by an adult.

    For reservations made through other travel agency websites, please refer to the relevant booking site or contact their customer service center, as policies may vary depending on the platform.

    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 sincerely apologize, but we are unable to accept such requests.

    Please note that if the room is not vacated by the designated check-out time, or if it is occupied beyond the check-out time, an additional charge will be applied.

  • Where do I find the cancellation policy as your hotel ?

    You can find the cancellation policy at several stages during the reservation process.

    On our website, it is displayed on the room rate page and within the “BOOK NOW” section, where you can review the policy before completing your reservation.

    Additionally, it is included in your reservation confirmation email.
    You can also refer to the cancellation policy on this FAQ page.

  • Can I cancel my reservation through your hotel website ?

    Yes. To cancel your reservation, please select the “Cancel Reservation” link on the top page of our official English website.

    On the cancellation page, you will be required to enter your “reservation number” and “email address”.

    Once your reservation details are retrieved, please click the “Cancel” button to complete the process.

    Please note that cancellations may be subject to a cancellation fee and may be non-refundable depending on the applicable policy.
    For further details, please refer to our cancellation policy.

  • How can I cancel my reservation through other travel agency site ?

    Please first contact the customer service center regarding your cancellation request.

    After we receive your request from the travel agency, we will review it and determine whether it can be accepted on the hotel side.

  • Could you arrange the double or king size bed ?

    This hotel has only three Double Bed Rooms available. If you wish to stay in this room type, please select it at the time of booking.

    Please note that we are unable to change room types on the day of check-in. Thank you for your understanding.

  • Why does it change for the price if it search for 2 persons or 3 persons in a room ? or 4 persons and etc...

    As our pricing is based on a Japanese ryokan-style system, room rates are calculated per person, per night.

    In most cases, the rate includes meals for each guest.

    We do not offer a “per room rate” system commonly used overseas.

  • How to book a room for 1 adult and 1 child through your hotel website ?

    If you make a reservation for 1 adult and 1 child (under 12 years old), the child will be charged at the adult rate.
    Therefore, please make your reservation as 2 adults on our website.

    After completing your reservation, kindly inform us prior to your stay, as we will adjust the details of your booking, including the onsen tax for 1 adult and 1 child.

    Guests aged 13 years and older are charged the full adult rate.

    For reservations made through other travel agency websites, please check directly with the respective site or contact their customer service center.

    Thank you for your understanding.

  • Can I amend my reservation through your hotel website ?

    We are sorry to inform you that, once a reservation has been completed on our hotel website, it is not possible to amend reservation details, including the guest name (reservation name), number of guests, check-in date, check-out date, or contact information.

    If you wish to change your reservation details, please make a new booking for your preferred dates and details via our website.

    After confirming your new reservation, please cancel the original reservation as soon as possible.

  • How can I amend my reservation through other travel agency site ?

    Please first contact the customer service center regarding your amendment request.

    After we receive your request from the travel agency, we will review it and determine whether it can be accepted by the hotel.

  • Do you have any policy of accommodation ?

    No part of the accommodation or stay may be sublet to any third party without the written approval of the hotel, as stated in the “ACCOMMODATION CLAUSE.”

    All guests staying in the accommodation must be registered in the booking and must comply with these terms and conditions.

    Any breach of these terms may be considered a violation of the contract, and the hotel reserves the right to take appropriate legal action.

About rooms

  • Do you have Non-smoking room ?

    Yes, all of our guest rooms are non-smoking.

    If you wish to smoke, please use the designated smoking booth located on the 3rd floor of the hotel.

  • Do you have the double bed room?

    This hotel has only three Double Bed Rooms available. If you wish to stay in this room type, please select it at the time of booking.

    Please note that we are unable to change room types on the day of check-in. Thank you for your understanding.

  • Can I choose the number of floors, the room number, room size, or room view ?

    Unfortunately, we are unable to accept requests for specific rooms or room floors.

    We kindly ask for your understanding, as we cannot guarantee such requests in advance.

    Please also note that we may not always be able to accommodate your preferences. Thank you for your understanding.

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

    Yes, there are two types of open-air baths available in guest rooms.
    [With natural hot spring water (Onsen)]
    ・Japanese & Western Style Room with Private Open-Air Bath (Onsen)
    ・Premier Suite with Private Open-Air Bath (Onsen)

    [With 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 a jet bath (micro-bubble water), and it is not a hot spring (onsen).

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

    Guest rooms are equipped with a television, Nanoe hair dryer, coffee machine, as well as cups, glasses, and teacups.

  • What kind of amenities are available in the room ?

    Guest rooms are equipped with loungewear, tabi socks, bath towels, face towels, and body towels, as well as shampoo, conditioner, body soap, toner, and milky lotion.

  • Do you have any rental equipment available ?

    Free rental items are available, including a curling hair dryer, hair straightener, mobile phone chargers, and various items for children.
    Bicycle rental is also available for an additional charge. (All items are available in limited quantities.)

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

    We offer pet-friendly rooms (Dog Rooms) for guests traveling with dogs. If you wish to stay in this room type, please select it at the time of booking.

    Each room allows up to two small dogs to stay with their owner. Please present valid vaccination certificates upon check-in.

    For further details, please contact the hotel in advance.

  • Can I use the Internet in my room ?

    Each guest room is equipped with a dedicated Wi-Fi connection.

  • Do you offer room service ?

    We offer room service for drinks only.
    Please note that we do not provide in-room dining for breakfast or dinner.

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

    We are sorry to inform you that we do not provide baby amenities, including baby bath chairs, baby beds (baby cots), or bed guards.

    If your baby requires specific bedding items or bath equipment, we kindly ask you to bring them with you.

About dining

  • Where are meals served in the hotel ?

    The hotel has three restaurants:
    Buffet Restaurant “AMAM”, Japanese Restaurant “Ama no Uta”, and Creative Cuisine Restaurant “CHITOSESENNEN”.

    All three restaurants are located in a dedicated dining area separate from the accommodation building, and can be accessed via the Welcome Water Pavilion.

    ※Please note that the meal plan selected at the time of booking cannot be changed after check-in.

  • Can I eat meals in my rooms ?

    We sincerely apologize, but we do not offer in-room dining service. Thank you for your understanding.

  • I have food allergies. Is it possible to change for my meals ?

    Regarding food allergies, the hotel can only accommodate the following eight specified allergens:
    shrimp, crab, walnuts, wheat, buckwheat, egg, milk, and peanuts.

    If you have allergies to any of the above ingredients, please be sure to inform the hotel at least 5 days prior to your arrival.

    Dinner Restaurant: Japanese Restaurant “Ama no Uta” and Creative Cuisine Restaurant “Chitose Sennen CHITOSESENNEN”.Breakfast Restaurant: “Chitose Sennen CHITOSESENNEN”.

    We will do our best to accommodate by adjusting certain ingredients where possible.

    However, please note that all meals are prepared in the same kitchen, and kitchen utensils and equipment are shared. Therefore, there is a possibility of trace allergen contamination. As such, we are unable to guarantee completely allergen-free meals. We kindly ask for your understanding.

    At the Buffet Restaurant “AMAM”, allergen information labels are provided for both breakfast and dinner. Please check the labels before selecting your food.

  • 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 ?

    A light late-night snack is available at the Bar “Ape” on the 2nd floor of the accommodation building.
    (Available hours: 21:00 – 23:30)

  • Do you have baby amenities for rent ?

    We provide simple tableware for babies in our restaurant.

    However, please note that we do not allow outside food to be brought into the restaurant due to food hygiene and safety reasons.

About hot spring

  • Do you have hot spring ?

    The hotel features a public hot spring bath on the 1st floor, with separate bathing areas for men and women. Towels, shampoo, conditioner, and body soap are provided.

    Hot spring opening hours: 15:00 – 09:00 (the following day)
    ※Closed for cleaning from 01:00 – 05:00.

    ※The hotel does not offer private family baths for rental and provides only public bathing facilities.

    ※Guests with tattoos are not permitted to use the public hot spring bath. Thank you for your understanding.

  • Are there any ailments that would prevent me from using your hot springs baths?

    We kindly ask guests with the following health conditions to refrain from using the hot spring baths: acute conditions (such as fever), active tuberculosis, malignant tumors, serious heart conditions, respiratory disorders, renal failure, bleeding disorders, severe anemia, and pregnancy (especially during the early and late stages).

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

    We are sorry to inform you that guests with tattoos are not permitted to use the public hot spring or public bath facilities. We kindly ask for your understanding and cooperation.

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

    We do not have private hot spring baths available for rent.

  • Can I take a day trip only hot spring?

    It is available as a day-trip package including spa access and a lunch buffet. Advance reservation is required. Please note that the hot spring bath cannot be used separately without this package.

About esthetics

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

    The SPA treatment salon “Treatment An SPA” is located on the 1st floor of the hotel.

    Opening hours:
    14:00 – 23:00 (last appointment accepted at 22:00)

    As availability is limited, advance reservation is recommended.

    For reservations or inquiries, please contact the hotel at:
    +81 123 25 2211 (09:00 – 19:00)

  • 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 ?

    The hotel does not offer laundry service. However, coin-operated self-service laundry facilities are available for guests.

    The washing machines are located on the 1st floor, next to the “Onsen Lounge,” in the same area as the vending machines.

    The machines are equipped with automatic detergent dispensers, so there is no need to purchase detergent or laundry powder separately.

  • 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 ?

    Each guest room is equipped with dedicated Wi-Fi access for guests’ use.

About access

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

    We offer a free shuttle bus service, the Chitose Liner, operating between our hotel, New Chitose Airport, and JR Chitose Station, providing guests with a convenient way to access “Mizu no Uta.”

    Please contact us at least 5 days in advance for pick-up and reservation details.

    For further information, please refer to the Access page on our official website.

  • 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 are sorry, but we do not accept electronic payments.

We accept advance bookings by phone or e-mail.

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