FAQ

General Questions

Reservations

Q: Can I book on the day of arrival?

A: Yes. In principle, we take same-day reservations at all of our hotels. However, if an online reservation cannot be made for the day, contact the hotel directly.
Hotel/facility contact details

Q: How far ahead can I book?

A: Some hotels take reservations more than a year ahead. Online reservations are taken up to a year in advance. To make a reservation for days not shown on the Website, contact the hotel directly.
Hotel/facility contact details

Q: Do you take group reservations?

A: Yes. As the number of rooms available for online reservations is limited, contact the hotel directly for large-group reservations.
Hotel/facility contact details


Luggage

Q: Before checking in, can I send my luggage on ahead using a delivery service?

A: Yes. Indicate the full name and check-in date of the person under whom the reservation is made on the shipping label, and send the luggage to the front desk of the hotel. Guests will receive their luggage upon checking in.

Q: Can the hotel store my luggage before check-in or after checkout?

A: Yes. Ask for details at the front desk. Some hotels may store luggage only on the day of checkout or only after a date and time for pickup have been arranged.


Guestrooms

Q: Do you have no-smoking rooms?

A: All our hotels except the Japanese-style the Hotel Yumoto Noboribetsu have no-smoking rooms. If no-smoking rooms are not available for the desired room type, or if all no-smoking rooms are fully booked, a deodorized room may be provided instead.

Q: Do you have wheelchair-accessible guest rooms?

A: Sapporo Park Hotel and Hotel the Lutheran currently have wheelchair-accessible guest rooms. For details, contact the hotel directly.
Hotel/facility contact details

Q: Can small children share a bed with their parents?

A: Yes. In principle, small children may share a bed with their parents at all our hotels. Contact the hotel directly in advance since charges may apply for facility usage (Shiraraso Grand Hotel for children aged one year or older).
Hotel/facility contact details

Q: Can extra beds be provided?

A: Contact the hotel directly regarding extra beds: some hotels or room types may not accommodate this. Additional charges apply for extra beds.
Hotel/facility contact details


Other

Q: Can I bring a pet?

A: Pets are not permitted at any of our hotels with the exception of assistance dogs (e.g., guide dogs, hearing dogs and service dogs).

Q: Do you offer room service?

A: Room service is currently available at Kumamoto Hotel Castle, Sapporo Grand Hotel, and Sapporo Park Hotel. For details of items available and other information, see the room service menu provided in guest rooms.

Q: Are there parking spaces?

A: Spaces are available on hotel premises, in contracted parking lots, in local parking lots and elsewhere. Be sure to inquire about parking fees, availability and other matters at the time of reservation since these details vary.

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