FAQ

About hotel stay

  1. What time is the check-in and check-out times?
  2. How much is the room cancellation fee?
  3. How do I pay for my accommodation plan?
  4. Where can I park my car? Do I have to pay?
  5. I have booked different plans for each day, can I stay through in the same room?
  6. Can I keep my luggage bebore check-in and after check-out?
  7. Can I make a request for a humidifier?
  8. What do you have in the hotel shops?
  9. Is there any shuttle bus service between JR Tomamu Station and the resort?
  10. Please tell me the MAPCODE.
  11. Do you have a coin-operated laundry machine (laundromat)?
  12. What are the amenities and supplies in the room?
  13. Can I use the Internet?
  14. Can I stay for single use?
  15. I'm going to be checking in late.
  16. What kind of items are available for anniversary?
  17. Do you have wheelchairs?
  18. Is there a place to smoke in the hotel?
  19. Can I have two or more rooms next to each other?
  20. Can I specify the floor and the view of the room?
  21. Do you have a barrier-free room?
  22. Do you have a microwave oven?
  23. What is the Best Rate Guarantee?
  24. Is it possible to send luggage in advance? Also, can luggage be sent from Tomamu?
  25. Can I book an accommodation with airfare included from the official Tomamu website?
  26. Why I cannot book a room in April and November?

About Hoshino ResortsTomamu

  1. Is there a direct number for each facility?
  2. For the weather forecast of Tomamu, which region should I look at?
  3. How to get around the area?
  4. Are there banks and ATMs in / around the resort?
  5. Do you accept credit card and gift cards?
  6. Is there a bath house?
  7. Is Unkai Terrace available for day trip guests?
  8. Tell us about the temperature and clothing.
  9. Is there a place where I can play fireworks?
  10. Is there a place where I can barbecue?
  11. Is there space to pitch a tent?
  12. Can I fly a drone?
  13. Can I climb from the foot (base) of Mount Tomamu?
  14. Is it possible to take pictures wearing a wedding dress or tuxedo?
  15. Is it possible to visit the Chapel on the water and its surroundings?

About hotel stay

What time is the check-in and check-out times?
Check-in time is 15:00 and check-out time is 11:00.
If you would like to use Mina-Mina Beach (pool) before the check-in time, please visit the front desk to register first and get an entrance ticket.
*You can't enter the room before check in and after check out.

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How much is the room cancellation fee?
21 days to 4 days before: 10%,  3 days to 1 day before: 100%,  On the check-in day: 100%  (for the official website standard plan)
  • *Please note that cancellation fees may apply for Speial Offer plans prior to the days in the above-mentioned policy. Please check the details of each plan.
  • *If you are booking through a travel agency or hotel and flight package, please contact your travel agency. Please pay according to their contract.
  • *Please inquire directly about cancellation fees for activities and other services at the time of reservation.
  • *If the credit card used for payment is no longer valid due to loss or deregistration, etc., the refund will be made to your designated bank account. Please note that you will be responsible for any transfer fees.
  • *Depending on the date of cancellation for your reservation, a predetermined cancellation fee will be charged.
    In that case, the refund will be made to your registered credit card deducting the cancellation fee.
    If the cancellation month is different from the month of booking (payment), the full amount of the accommodation fee will be initially charged, and the refund amount will be refunded after the cancellation month.
  • *Please note that it may take some time for the refund amount to be credited to the customer's account after the refund process has been completed.
    If you have any questions about the timing of your refund or the amount on your credit card statement, please contact your credit card company directly.

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How do I pay for my accommodation plan?
Depending on the plan, payment by credit card is available.

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Where can I park my car? Do I have to pay?
The parking space is free and doesn't require the reservation.
Please check the following information as the location of the parking space depending on the hotel you are staying at.

Guest staying at Tomamu The Tower

If you have a lot of luggage, please come to the entrance of Tomamu The Tower. Please drop off your luggage at the entrance and drive to the parking lot.
If you don't have much luggage, you can park your car in the parking lot and walk back through the connecting stairs to the lobby.


If you have a lot of luggage, please turn left here and go to the entrance.
If you go straight by Tomamu the Tower on your left, you will find the "T1" parking lot.
  • *If the "T1" parking lot is full, use the "T2" parking lot located further ahead instead.
If you go up these stairs from the T1 parking lot, you will find the entrance to Tomamu the Tower.

Guest staying at RISONARE Tomamu

Guests staying at RISONARE Tomamu should come directly to the entrance. Our staff will guide you to the parking lot.


Pass through the 'T1' parking lot on the right side of Tomamu The Tower.
If you go a little further, there is a junction. Go right.
If you proceed straight for about 2-3 minutes, you will arrive at the entrance of RISONARE Tomamu on your right at the end of the road. Our staff will guide you to the parking lot.
  • *You will pass the parking lot once on the way to hotel entrance, but the staff will show you the way from the parking lot to the hotel, so please proceed to the entrance.

Guests visiting the Unkai Terrace (summer)/Terrace of Frost Tree (winter), Ski Resort, and Mina-Mina Beach

When you enter the resort and follow the road, there is an information board. Please follow the directions. Please use the "U1" parking lot.

For access to Tomamu by car, please refer to the access page for more information.
Click Here for the Access page

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I have booked different plans for each day, can I stay through in the same room?
If you have booked the same room type in the same hotel under the same name of the booking representative, we will prepare the same room for you even if you have different plans. If you have booked with different plans for each day, please let us know when after you completed the bookings.

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Can I keep my luggage bebore check-in and after check-out?
We will keep it at the cloakroom. Please enjoy activities before check-in and after check-out.

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Can I make a request for a humidifier?
Humidifier is available in all rooms at the RISONARE Tomamu and Tomamu the Tower.
We have a humidifier in the room. Please feel free to use it.
  • *The number of humidifiers depends on the size of the room.

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What do you have in the hotel shops?
The shop at Tomamu The Tower offers a variety of souvenirs (confectionery, sundries), drinks and daily necessities.
The shop at RISONARE Tomamu offers a carefully selected variety of souvenirs, drinks, and daily necessities, which are different from those at Tomamu The Tower.
Items of daily necessities Tooth brushing set, lip balm, mask, cooling wet napkins, lens cleaning solution, sticking plaster, skin care cream, shampoo, conditioner, stocking socks, nail clipper, feminine sanitary product, antistatic spray, battery (AAA, AA), SD card, sunscreen, facial wash, makeup remover, lotion
*It may be out of stock.

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Is there any shuttle bus service between JR Tomamu Station and the resort?
Also, is it available for day trips?
There is free shuttle bus. It is also available for day trip guests.
・From JR Tomamu Station to each facility in reosrt
A bus will pick you up according to the arrival time of all the JR trains
If there is no bus awaitng in front of the station, please call us via the dedicated telephone installed in Platform 2 at Tomamu Station.
It takes about 5 minutes to get to Tomamu The Tower and about 10 minutes to get to RISONARE Tomamu.
  • *Please tell us the name of the place you will visit when you get on the bus.

・From each facility in reosrt to JR Tomamu Station
The shuttle bus from each facility is by pre-booking only. Guests using JR on their way back should inform the front desk staff when they arrive. The departure time of the shuttle bus will be announced.

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Please tell me the MAPCODE.
The MAPCODE is 608 511 304 * 40
Do you have a coin-operated laundry machine (laundromat)?
We have laundromats at Tomamu The Tower and RISONARE Tomamu.
Location of laundromats [ TOMAMU The Tower ]
Tower Ⅱ 2nd Floor Facilities: 8 washers, 8 dryers
Cost: Washing machine 300 yen, dryer 200 yen (every 30 minutes)
  • *There is a change machine.

[ RISONARE Tomamu ]
Tower South 1st floor facilities: 6 washers, 6 dryers
Cost: Washing machine 300 yen, dryer 200 yen (every 30 minute)
  • *There is no change machine. Please ask the front desk staff.
Available Time 24 hours
Caution
  • ・Please use the laundromat by yourself.
  • ・We don't keep laundry at the front desk.
  • ・The hotel is not responsible for any lost items or mix-up of laundry.
  • ・You are responsible for your own laundry.

Other cleaning services are also available.

To use it, we will bring you a laundry slip and laundry bag, so please call Housekeeping 81.

Fee example (tax included):
T-Shirt 570 yen/ Trainer 570 yen/ Jeans or Cotton Pants 760 yen/ Skirt 650 yen/ Trousers 810 yen
  • *For next-day finishing, orders must be made by 10:00 AM the day before.

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What are the amenities and supplies in the room?
Room amenities vary depending on the room type. For more information, refer to "Room Information."
Tomamu The Tower List of Room Types
RISONARE Tomamu List of Room Types
  • *Single-use plastic products are available in each hotel lobby.

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Can I use the Internet?
Wireless LAN is prepared in all rooms at Tomamu The Tower and RISONARE Tomamu, as well as in the lobby. Passwords are not required.

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Can I stay for single use?
We don't have a single room, but it's possible for one person to stay.

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I'm going to be checking in late.
If you arrive after 11PM, please call us to let us know.Contact us: +81-167-58-1111
If you are arriving before 11PM(JST), it is not a problem if it is later than the estimated time provided at the time of reservation.

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What kind of items are available for anniversary?
Cakes, flowers, etc. can be arranged with an additional fee.

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Do you have wheelchairs?
Free rental is available.
Please contact the Reservation Center in advance (0167-58-1122 10AM~6PM(JST)).
*Numbers are limited. We appreciate your understanding.

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Is there a place to smoke in the hotel?
Smoking is not allowed in the resort. If you want to smoke, including heated cigarettes or e-cigarettes, please do so in the smoking room on each hotel lobby floor. Please refrain from smoking in the outdoor space.

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Can I have two or more rooms next to each other?
As much as possible, we will prepare rooms close to each other, but we cannot guarantee next room due to different room types.

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Can I specify the floor and the view of the room?
We will do our best to accommodate your preferences, but we cannot guarantee them in advance. There may be cases where we cannot fulfill your requests.

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Do you have a barrier-free room?
We are sorry that we don't have any barrier-free room.

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Do you have a microwave oven?
A microwave oven is available on each hotel lobby floor for your convenience, not in the guest room.

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What is the Best Rate Guarantee?
The accommodation plan rates on the official website are a guaranteed with the best rate
The Best Rate Guarantee applies to a comparison period of 24 hours from the time of reservation.
The guarantee does not apply to plans that are exclusively for members, employee benefits, corporate contracts, plans not publicly displayed for general customers, package plans that include transportation, or plans with no online rate available. Additionally, plans with different benefits or contents are not subject to comparison.
(The "Hotel+Flight packages" listed on our official website are also not subject for the Best Rate Guarantee.)

If you have made a reservation on our official website and finds a lower rate on another booking site, please contact us with the date and time of the comparison, the booking site, reservation date, stay dates, name of the plan, and the rate.
We will offer the same price.

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Is it possible to send luggage in advance? Also, can luggage be sent from Tomamu?
You can send it.
Since there is a possibility of delayed arrival due to bad weather, please send your luggage to arrive by the day before check-in to ensure a smooth delivery of your important belongings.
Arrived luggage will be kept and handed over at the cloakroom.

■ Shipping address for your luggage
〒079-2204
Naka-Tomamu Shimukappu Yufutsu Hokkaido JAPAN
Hoshino Resorts TOMAMU + [ name of hotel where you are staying is required ]
TEL: 0167-58-1111
Please be sure to include the "Name of the representative guest (including English spelling)" and "Check-in date" on the delivery slip
*Please bring a copy of the delivery slip with you, as it will make the delivery process smoother.

After check-out, luggage can be shipped from the hotel (prepaid or cash on delivery are both acceptable / COOL delivery not available / shipping within Japan only). We use Yamato Transport for shipping.

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Can I book an accommodation with airfare included from the official Tomamu website?
We offer Hotel+Flight packages (Dynamic Packages) exclusively on the official website of Hoshino Resorts Tomamu. There are exclusive benefits and special plans only available with the official website's airfare-inclusive plans. Please note that the benefits and contents of this plan are not applicable to airfare-inclusive plans offered by travel agencies or other accommodation booking sites, plans exclusively for members or employee benefits, or corporate contracts.
(Managed and sold by Time Design, Inc.

Here is the list of accommodation plans.

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Why I cannot book a room in April and November?
Every year in April and November, all facilities are closed for maintenance.
The operating periods for each hotel may vary every summer and winter, so please check the reservation availability period for each hotel on the room reservation page for more details."
Please note that RISONARE Tomamu will also be closed in May.

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About Hoshino ResortsTomamu

Is there a direct number for each facility?
It is listed on the inquiry page. Click for more information.
Summer
Winter
  • *If the line gets busy, you may have to wait. We appreciate your understanding.
  • *Contact for emergency situations at night or for arrivals on the day:
    Tomamu The Tower +81-167-57-2048(7PM~9AM/JST)
    RISONARE Tomamu +81-167-58-1040(7PM~9AM/JST)

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For the weather forecast of Tomamu, which region should I look at?
See Kamikawa region (Asahikawa region).
Also, use websites that deliver more accurate pinpoint weather forecasts.
tenki.jp (Hoshino Resort Tomamu)

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How to get around the area?
Please use the free area shuttle bus operating every 15 to 20 minutes within the area for each facility. (During certain periods, the shuttle bus may be called at the front desk.)
Please contact the front desk of each facility for operating hours.

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Are there banks and ATMs in / around the resort?
A Seven Bank ATM is available 24 hours in lobby of Tomamu The Tower.
For information about cards that can be used and fees for Seven Bank ATMs, please visit here.
Seven Bank website
  • *It may not be available due to maintenance by each card company.
  • *There is no foreign currency exchange service at the front desk.

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Do you accept credit card?

Credit cards

  • Credit cards are accepted for payment of accommodation fees, at Mina-Mina Beach, shops and restaurants (except some), and for activities (except some)."
  • Debit cards and Quick Pay are not accepted.
  • edy has been unavailable since November 2015.
VISA, MASTER CARD, JCB, AMERICAN EXPRESS, Diners Club, Union Pay * Cards with the above brands can also be used.

GIFT CARD

JCB GIFT CARD
VISA GIFT CARD ×
UC GIFT CARD ×
UFJ GIFT CARD ×
DC GIFT CARD ×
Diners Royal Check ×
JTB Nice Gift
JTB Nice Stay ×
JTB Nice Strip ×
Others PayPay, auPay and Merpay are accepted.
  • *Please check the payment methods available at each restaurant on their respective introduction pages.
Restaurant & Cafe TOP

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Is there a bath house?
There is an open-air bath called 'Kirin no Yu'. (It is not a hot spring)
Kirin no Yu

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Is Unkai Terrace available for day trip guests?
It is available for both stay guest and day trip guest.
The Unkai Terrace is open only in summer, and in winter it is open as Terrace of Frost Tree. Enjoy a spectacular winter experience.

We look forward to your visit.

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Tell us about the temperature and clothing.
■Winter
Extreme cold.
From late January to February, when it is extremely cold, temperatures can occasionally drop to around minus 30 degrees in the morning.
The average temperature is around minus 10 degrees, please take proper winter clothes for cold protection. The humidity is low, and the cold is more of a 'painful' feeling than a freezing one, so please be sure to bring ear warmers, gloves, and something to cover your skin like a neck warmer if you are skiing.
Because of the extreme cold in Tomamu, there is a long period of accumulation of powder snow, and you can also see often diamond dust, sun pillars, and light pillars. You can also enjoy the starry sky and the light of the ice village as it gets colder.

■Summer
It can reach 25 degrees in summer and nearly 30 degrees several times a year.
It is hot under direct sunlight, such as at the Terrace, but the temperature is comfortable if there is no sunlight.
After the middle of August, the morning and evening become very cold, so it is recommended that you bring a long-sleeved jacket.

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Is there a place where I can play fireworks?
For safety reasons, no fireworks are allowed in the area.

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Is there a place where I can barbecue?
For safety and hygiene reasons, we do not allow barbecue in the area.

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Is there space to pitch a tent?
Since it is an accommodation facility, the use of tents within the area is not allowed.

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Can I fly a drone?
For safety reasons, we do not allow the use of drones in the area.
  • *Except when prior permission is granted for reporting purposes, etc.

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Can I climb from the foot (base) of Mount Tomamu?
For safety reasons, climbing from the foot of the mountain is prohibited. There is hiking course from Unkai Terrace to the top of mountain. It takes about 40minutes for one-way.
  • *The climbing season is usually from July to September. It is subject to change due to lingering snow.

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Is it possible to take pictures wearing a wedding dress or tuxedo?
We are sorry, but other than the bride and groom having wedding ceremony at the Chapel on the Water or Ice Chapel, no photography in wedding dress or tuxedo is allowed.

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Is it possible to visit the Chapel on the water and its surroundings?
Depending on the season, we may have set times for public viewing for free.
Click for more details
Summer
Winter
*If you are considering a wedding ceremony, please refer to here.

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About the meal

Are there any restaurants available for dinner?
We have several restaurants available at Tomamu, including the Japanese and Western buffet restaurant "Buffet Dining hal"
Restaurant & cafe TOP

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Do I need to book meals in advance? How do I make a reservation?
Some restaurants require reservations, but many do not. For details, please check each store's page.
Also, reservations can only be made on the web through our official website.
  • *We do not accept reservations over the phone. We appreciate your understanding.
Restaurant & cafe TOP

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Do you deal with food allergies?
Check here for allergy information.
*It links to the official website of Hoshino Resorts.

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Is baby food available?
Free baby food is available at restaurants.

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About staying with children

May I rent cribs, bedguards and strollers?
We offer the items as free rental.
The size of the crib is 110 cm x 58 cm.
Please contact the Reservation Center in advance (+81-167-58-1122 10AM~6PM/JST).
  • *Numbers are limited. We appreciate your understanding in advance.
  • *For safety reasons, the use of cribs is limited to infants under 1 year old or those who do not hold onto the crib.

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Do you have pajamas for children?
We have yukata (110 cm, 130 cm, 150 cm).
  • *Separate type pajamas (80~140 cm) are also available as special equipment for the "Baby's Room" and "Kids Quadruple Room".

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Do you have rental equipment and amenities for infants?
Diaper bins, auxiliary toilet seats, baby chairs, step stools, baby hangers, toys and strollers can be rented free of charge. Please contact us in advance as the number of these items are limited. If you would like child-friendly amenities, please ask our staff. (Toothbrushes, slippers and bubble balls for body washing). We also have dedicated rooms such as the "Baby's Room," and "Kids Quadruple Room" that offer all the above items.

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Do you sell diapers?
If you are staying at the RISONARE Tomamu or Tomamu the Tower, it is provided for free, so please ask the front desk if you would like it. Available in small, medium, large and BIG sizes.
  • *A "diaper station" is set up on the dedicated floor of each hotel's "Baby's room" and "Kids Quadruple Room," so guests can take the diapers freely during their stay.

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About Mina-Mina Beach and Kirin no Yu

Can I use the Mina-Mina Beach and Kirin-no Yu before check-in time and after check-out?
It can be used before check-in time and after check-out (on the day of check-out).
If you wish to use the facility before check-in time, please stop by the front desk of the hotel where you are staying to check in.
At that time, we will give you a free passport for MinaMina-Beach Kirin-noYu, and you can enter if you show your free passport.
Even after you check out, you can enter if you show your free passport all day on the day you check out.
  • *From April 26, 2014, overnight guests can use MinaMina-Beach Kirin-noYu for free.
  • *Guests are not allowed to use their rooms before check-in time 3PM and after check-out time 11AM.

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If I purchase a one-day pass to Mina-Mina Beach for a day trip, can I use the Kirin-no Yu?
If you have a one-day pass to Mina-Mina Beach for a day trip, you can also use Kirin-no Yu.

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Do I need to bring a bath towel to the Mina-Mina Beach & Kirin-no Yu.?
No, bath towels are available free of charge for both the Mina-Mina Beach and Kirin-no Yu.

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Please tell me the business days and hours of Mina-Mina Beach and Kirin-no Yu.
As for Mina-Mina Beach, basically you can use it during the business period of the hotel. The business hours vary depending on the season. Please check each facility's page for details.
Mina-Mina Beach
Kirin-no Yu

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Is there an age limit for bringing infants?
There is no age limit for children in both Mina-Mina Beach and Kirin-no Yu. We also sell diapers for children to play in the water (Sizes: S, M, L), so please feel free to use them even if you are with small children.

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Do you have baby chairs or cribs?
Available at both men's and women's baths.

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About Neighborhood Facilities

Is there a hospital nearby?
Please refer to below.
It may be closed on the day and even during the hours, so be sure to call to confirm.
■Japanese Red Cross Shimizu Red Cross Hospital (Shimizu Town, about 30 minutes by car via highway)
Day of clinic: weekdays
Office hours: 8:30~17:00
Closed: Saturdays, Sundays, national holidays, year-end and New Year holidays (December 29 to January 3).
Subjects: General practice, internal medicine, gastroenterology, pediatrics, surgery, orthopedics
TEL 0156-62-2513
■Tomamu Clinic (Upper Tomamu, about 10 minutes by car)
Day of clinic: Mondays and Wednesdays
Office hours 9:00~11:30、13:30~16:30/ No night visits.
Closed: Tuesdays, Thursdays, Fridays, Saturdays, Sundays and holidays.
Department of Internal Medicine, Pediatrics
TEL 0167-57-2024
  • *In case of emergency or at night, we will call an ambulance. In such cases, the patient will usually be transported to hospitals in Furano or Obihiro. It takes about 30 minutes for an ambulance to arrive, and 30 to 70 minutes to get to the hospital from Tomamu.
  • *The hotel does not provide transportation to and from the hospital.

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Is there a hot spring nearby?
Please refer to below.
Shimukappu Village "Yunosawa Hot Spring" (no open-air bath) (about 30 minutes by car)
Shintoku-cho Kutsuku "Tomurausi Climbing School" (with open-air bath) (about 60 minutes by car)
Otofuke-cho "Tokachigawa Hot Spring" hotel day-trip bathing [About 70 minutes by car on highway]

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How long does it take to get to ○○○ by car? (Estimated time in summer)
Time required for each location is as follows:
  • *Time required may vary significantly depending on road conditions such as congestion and snow accumulation.
Destination Duration Distance
FURANO Station about 90 minutes(Local roads only) 67km
ASAHIKAWA Station about 180 minutes(Local roads only) 123km
New Chitose Airport about 90 minutes(Highway use) 108km
SAPPORO Station about 120 minutes(Highway use) 145km
Obihiro about 70 minutes(Highway use) 62km
Kushiro about 180 minutes(Highway use) 180km

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Are there any restaurants, supermarkets or convenience stores nearby?
There are no supermarkets or convenience stores nearby, so we recommend that you purchase necessary items before boarding the train or getting on the highway.
(The nearest store is about 30 km away.)

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Useful Links

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