About accommodation

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

    Check-in from 15:00 to 19:00 and check-out is until 11:00am.
    If you arrived early before check-in time, you need to wait at our lounge corner until 15:00.
    Because rooms are available after 15:00. If you will look around our hotel, we can keep your luggage at our front desk.

    ※During 11:00 to 15:00, our hotel public space is closed including onsen, restaurant, and also souvenir shop.
    ※We do not prepare for lunch in our hotel, so we recommend you have a lunch around the JR station or buy some snacks before coming.
  • 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.
  • 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.
  • Does the hotel have a place to park?

    Our parking lot is located in front of the hotel. Guests can park for free.
  • Can I send my luggage to the hotel before my stay?

    We will store luggage sent in advance of any stay.
    Please write the guest's reservation name and your check-in date on the shipping slip.
    Please bring a copy of your shipping slip with you on the day you pick-up your luggage.
    Hotel Address
    Niseko Konbu Onsen Tsuruga Bessou MOKU NO SHO
    393 Niseko, Niseko-cho, Abuta-gun, Hokkaido, 048-1511, Japan
    Tel. +81-136-59-2323
  • Do you offer late night meals?

    We offer late night meals for guests at café and bar Ape on the 1st floor.
    (Light night dining available from 21:00 until 23:30)
  • 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.
  • What is your cancellation policy as your hotel website ?

    8-14 days in advance・・・10% of the room charge
    2-7 days in advance・・・30% of the room charge
    The day before the stay・・・50% of the room charge
    Cancellation and No-Show on the day・・・100% of the room charge

    *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 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 room beds are single size beds, we have not double or king size bed.
    If you would like to stay with bigger bed, please choose room type of "Suite Room with Private Open-Air Bath, Sauna", "Premier Suite Room", "Suite with Private Open-Air Bath, and "Suite with Private Open-Air Bath for couple use". These room's twin single beds can be assembled into such as one large bed.
  • Can you arrange activities for me?

    We can arrange a host of activities for you to enjoy the great outdoors of Niseko, depending on the season. Please ask the front desk for more details.
  • Can I bring my pet?

    We are sorry, we do not accept pets in our guest accommodation.
  • 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. Of course, children too.
    Normally, each price will be included meals for per persons.
    We do not offer “1 room price” such as abroad style.
  • How about children price to use your hotel ?

    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 to the customer center.
    It also write on and suitable for the each website.
    *Children under 18 years old must be accompanied by an adult.
  • 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 surprise service by surcharge for my anniversary trip ?

    Please contact us directly prior 1 week before arriving.
  • 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 CAUSE".
    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 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.
  • 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. Of course, children too.
    Normally, each price will be included meals for per persons.
    We do not offer “1 room price” such as abroad style.
  • How about children price to use your hotel ?

    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 to the customer center.
    It also write on and suitable for the each website.
    *Children under 18 years old must be accompanied by an adult.
  • 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.

About rooms

  • Can I smoke in my room?

    Smoking is prohibited in all guestrooms.
    The in-room smoking place where is only allowed at the deck space of the room type "Suite Room with Private Open-Air Bath, Sauna", "Suite with Private Open-Air Bath", and "Suite with Private Open-Air Bath for couple use".
    Or you can also smoke in Smoking Room "Tanpaku" on the 1st floor of the hotel.

    *If anyone in the group has smoked in the hotel they will be charged additional cleaning costs AND costs incurred in compensating later guests who are affected by the smell of smoking or the owner of the room for bookings that need to be relocated to a different room.
  • Do you have rooms with their own private open-air bath?

    There are nine Open-air View Bath Suites and one Open-air View Bath Suite with Sauna.
    These room types are "Suite Room with Private Open-Air Bath, Sauna", "Suite with Private Open-Air Bath", and "Suite with Private Open-Air Bath for couple use". These rooms provide hot spring(onsen).

    Or, there is in-door bath of the room "DX Japanese & Western Room with Hot Spring Bath" which room offers a hot spring(onsen) bath with views of the Niseko nature from the window.
  • Please give details of the amenities in the rooms.

    Each guest room has bath towels, face towels, hand towels, robe, TV, refrigerator, air cleaner/humidifier, coffeemaker, shampoo, conditioner, body soap, skin toner, milky lotion, hand soap, shaver, toothbrush, comb, hair liquid, and hair tonic, etc...
  • Do you have guestrooms that are barrier-free?

    Unfortunately, we do not offer rooms with a barrier-free' design at this time.
  • Do you offer room service?

    We only offer drinks for room service.
  • Can I use the Internet in my room?

    All guestrooms offer wireless LAN connections, but there may be times when it is difficult to connect depending on conditions and other factors.
    A wireless LAN connection is also offered in the lobby and lounge area on the 1st floor.
    The PC Corner on the first floor has a limited number laptop computers reserved for guest usage.
  • Do you have the double bed room?

    We are sorry, all of our rooms offer the single size beds or single size Japanese futons in our hotel.
    There is a small table separates the two single beds in some room types. Some room's single beds can be assembled into such as one large bed, but be limited a few room types.
    Please refer to more information from "ROOMS" Official Website link 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 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.
  • Do you have baby bed (baby cot) or baby guard for rent ?

    We are sorry for inform you that we cannot answer it now.
    Please ask to our hotel staff directly about the detail before your check-in date.

About dining

  • Where are meals served in the hotel?

    Both dinner and breakfast are served in Japanese Restaurant "Shorai" on the 1st floor.
  • Do you offer private dining rooms?

    There are a small number of private dining rooms available at Japanese Restaurant "Shorai".
    Unfortunately, we cannot accept reservations for specific rooms.
  • Can my meal be served in my guest room?

    Unfortunately, we do not offer in-room dining at this time.
  • Can I smoke in the restaurant?

    Japanese Restaurant ”Shorai” is a non-smoking environment.
  • I have food allergies.

    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.
  • Can you give more details about your meals and the dishes served?

    Our menus based on original dishes using seasonal local foodstuff.
    This is why the menu changes frequently.
  • If I stay more than one night consecutively will the meal be different each time?

    Our menu will be changed every day for long staying guest.

About hot spring · esthetics

  • Do you have a main public bath?

    Yes, we have outdoor and indoor baths.
    The main public hot spring bath have face and bath towels.
    So you do not need to bring the towels from your room.
    The bath segregated into “male” baths and “female” baths.
    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.
  • 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?

    Yes. ”Wasen no Yu” is a private hot spring bath available for rent by additional price.
    Reservations are accepted on first-come, first-serve basis.
    Please ask the front desk about availability for the day of your stay.
  • Do you have a treatment spa?

    Yes. Treatment spa "Yukiko" is located on the 4th floor.
    All treatments are performed in a private room.
    Click here for more details
  • What treatment services does the spa offer?

    The treatment spa offers a variety of options for the face, feet and full body.
  • When is the treatment spa open?

    Our treatment spa is open from 15:00 to 23:30 on weekdays and from 15:00 to 24:00 on weekends and holidays.
  • Can guys also use the treatment spa?

    Yes. The treatment spa welcomes male guests as well.

About access

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

    We only operate the free shuttle buses between JR Niseko Station and our hotel or Niseko Ski Resort area and our hotel for reservation guest of staying guest. (Regarding Niseko Ski Resort shuttel bus be limited running only winter season). Reservations are required.
    Click here for more about the shuttle bus service
    Please contact us about pick-up service information in advance at least 5 days before.
    Please kindly note that the free pick up service from JR Niseko Station during 14:41 - 20:00, deport form Hotel to JR Niseko station during Check-out time until 11:00 am.

    We are sorry inform guests that MOKU NO SHO Hotel have not provide any shuttle buses between airport and hotel.
    Guests can reach to MOKU NO SHO taking the public bus from New Chitose Airport or Sapporo by limited time.
    Please check the public bus website by yourself in advance that you need to make a reservation or not for your seats before taking.
    [Click here for more about the public bus information]
  • Can you arrange for a taxi?

    We are sorry but we cannot arrange a taxi even you are our staying guests.
    Regarding the taxi or private car, at peak times during winter, taxis are hard to booking or be required reservation only. We would recommend you booking early by yourself in advance.
  • What is your "MAP CODE" and "Address" ?

    Map code: 398 315 393
    Address: 393 Niseko, Niseko-cho, Abuta-gun, Hokkaido, 048-1511, Japan

About surrounding information

  • Is there a hospital nearby?

    Niseko Clinic (internal medicine) is about 10 minutes away by car.
    For late night or holiday medical services, Kutchan Kosei Hospital is about 30 minutes away by car.
  • Are there stores near the hotel?

    A Seven Eleven convenience store open 24 hours a day is located about 10 minutes away by car.

About other

  • Can I connect to the Internet while at the hotel?

    A wireless LAN connection is available in all guestrooms and the lobby and lounge areas, but there may be times when it is difficult to connect depending on conditions and other factors.
    The PC Corner on the first floor has a limited number laptop computers reserved for guest usage.
  • Can I send luggage to the hotel in advance of my stay?

    We will store luggage sent in advance of any stay.
    Please write the guest's reservation name and your check-in date on the shipping slip.
    Please bring a copy of your shipping slip with you on the day you pick-up your luggage.
    Hotel Address
    Niseko Konbu Onsen Tsuruga Bessou MOKU NO SHO
    393 Niseko, Niseko-cho, Abuta-gun, Hokkaido, 048-1511, Japan
    Tel. +81-136-59-2323
  • 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 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.
  • 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.
  • Do you have any surprise service by surcharge for my anniversary trip ?

    Please contact us directly prior 1 week before arriving.

We accept advance bookings by phone or e-mail.