About accommodation

  • Please tell me about parking.

    A free outdoor parking area is available next to the hotel.
    Capacity: 60 vehicles (cars)

  • Can I send parcels from the hotel?

    Parcel shipping can be arranged at the front desk, and paid packing boxes are available for purchase. Shipping services are limited to within Japan only.

  • Can you store luggage sent to the hotel in advance?

    We will store your luggage until your arrival.
    Please write the following on the shipping label:
    1. Guest name
    2. Check-in date

    Please bring the receipt with you upon arrival.

    Shipping address:
    85-9 Onuma-cho, Nanae-cho, Kameda-gun, Hokkaido 041-1354
    Hakodate Onuma Tsuruga Resort EPUY
    TEL: 0138-67-2964

  • Can I check in early?

    If the guest room has already been prepared, early check-in may be available before 15:00. Please inquire at the front desk for details.
    However, depending on the check-in time, an additional fee may be charged. Thank you for your understanding.

  • What time is the latest check-in?

    If you will arrive after 6:00 PM on your check-in day, please contact the hotel in advance.
    Without notice, your reservation may be treated as a cancellation.
    TEL: 0138-67-2964

  • What do I need for check-in?

    GIn accordance with relevant regulations, overseas guests are required to present their passport upon check-in, and the hotel will keep a copy of the passport. Your cooperation is appreciated.

  • What time is check-in?

    Check-in time is from 3:00 PM.

  • What time is check-out?

    Check-out time is 11:00 AM.

  • Can I check out early or shorten my stay?

    The hotel offers 24-hour front desk service and can accommodate early check-out or late-night check-out.
    However, if the length of stay is shortened from the original reservation, cancellation fees may apply in accordance with the hotel’s policy. Thank you for your understanding.

  • Do you offer express or flexible check-out?

    Flexible check-out is available.

  • Do you have amenities and rental items for children?

    Complimentary children’s amenities are available for loan.
    【Free of charge】
    • Children’s toothbrush and slippers
    • Children’s indoor wear (yukata/room wear)
    • Bed guard rail
    • Diaper disposal bin
    • Baby bath chair
    • Children’s high chair
    • Baby crib (limited availability)

  • Can children stay at the hotel?

    Children may stay with adults. The fees are as follows:
    【Elementary school children】
    With meals and bedding: 70% of the adult accommodation rate
    【Children (2–6 years old)】
    With meals and bedding: 4,400 JPY
    【Children (2–6 years old)】
    Bed only: 2,200 JPY
    *Please note that fees are subject to change. The amount shown at the time of booking shall apply.

  • What accommodation plans are available?

    The hotel offers a variety of accommodation plans to suit different needs.
    In addition, guests who register as members and make reservations through the official website can enjoy exclusive member discount rates.

  • What happens if I lose my room key?

    In case of loss, a key replacement fee of 11,000 JPY will be charged.

  • Can I stay alone?

    The hotel offers accommodation plans available for single occupancy. Guests are welcome to select a plan according to their needs.

  • How can I change, cancel, or get a refund after booking?

    If you made your reservation through the official website, please use the online reservation system to modify or cancel your booking.
    【Cancellation policy】
    • 8–14 days before check-in: 10% of the accommodation fee
    • 2–7 days before check-in: 30% of the accommodation fee
    • 1 day before check-in: 50% of the accommodation fee
    • Same day or no-show: 100% of the accommodation fee
    *If your selected accommodation plan has its own cancellation policy, that policy will take precedence.
    *Please refer to the accommodation terms and conditions for full details.

    If your reservation was made through another booking platform, cancellation policies and fees will follow the terms of that platform and cancellation charges may apply. Please make any changes or cancellations directly through the original booking site.

  • Can I request room location such as floor or view?

    Requests can be made at the time of booking, and we will do our best to accommodate them. However, please note that we may not be able to fulfill all requests depending on room availability and operational conditions on the day. Thank you for your understanding.

  • How can I check my reservation details?

    For reservations made through the official website, please check and confirm your booking via the official reservation system. For reservations made through other booking platforms, please refer to the respective platform to review and confirm your reservation details.

  • What if I do not receive a reservation confirmation email?

    If you do not receive a confirmation email after booking, please check your email settings or address input.
    If it still does not arrive within 2 days, please contact us.
    TEL: 0138-67-2964

  • Until when can I change the number of guests?

    Changes to the number of guests are subject to room type availability, and some room types may not allow modifications. Please contact the hotel in advance to make any changes. Room rates may be adjusted after changes to the number of guests.

    Please note that changes to the number of guests are not accepted on the day of check-in.
    TEL: 0138-67-2964

About rooms

  • Can you store valuables?

    A safety deposit box is provided in each guest room for your valuables.

  • Do you have wheelchairs available for rent?

    Wheelchairs are available for rental.
    We also provide handrails for Western-style toilets.

  • Please tell me about your barrier-free accessibility.

    Although the hotel does not have fully barrier-free guest rooms, some rooms with hot spring baths are wheelchair accessible. There are no level differences between the room entrance and the interior walkway, making them convenient for guests with limited mobility.

  • Are air purifiers available in the guest rooms?

    All guest rooms are equipped with air purifiers with humidifying functions.

  • What amenities are provided in the guest rooms?

    Guest rooms are equipped with a work-style robe (samue), tabi socks, bath towels, face towels, and washcloths, as well as shampoo, conditioner, and body soap.

    Amenities also include toner, emulsion (lotion), a hairbrush, razor, toothbrush, and comb.

  • Please tell me about the room wear provided as amenities (pajamas, yukata, etc.).

    Pajamas are provided in each guest room.

  • What kinds of rental items are available?

    The following items are available for loan at the hotel:
    • Hair straightener
    • Curling dryer
    • Iron and ironing board
    • Trouser press
    • Thermometer
    • Ice pillow
    • Nanoe mist facial steamer
    • Binoculars
    • Nordic walking poles
    • Playing cards and UNO
    • Mobile phone chargers
    • DVD player (playback only)
    • HDMI cable
    • Baby bath chair
    • Knee blanket
    • Diaper disposal bin
    In addition, wheelchairs and Western-style toilet handrails are available for guests with limited mobility.
    *Please note that all items are available in limited quantities.
    *DVD discs are not available for loan.

    We also offer Workation equipment for rent, including an external monitor (with HDMI cable), microphone and speakers for video conferencing, various lighting equipment, camera, lap desk with cushion, extension cords, and USB hubs.
    【Rental fee】
    Full set: 1,650 JPY

About restaurant

  • Can you warm up baby food that we bring?

    We can warm up baby food you bring using a microwave oven. Please ask at the front counter if you would like this service.

  • Can you accommodate food allergies or remove ingredients that guests dislike?

    The hotel can accommodate meal adjustments for food allergies within reasonable limits. Please inform us in advance at the time of booking.
    However, we are unable to accommodate requests to remove or substitute ingredients based on personal taste or dietary preferences. Thank you for your understanding.

About hot spring · esthetics

  • Please tell me about the amenities in the public bath.

    The public bath is equipped with skincare products, hair dryers, shampoo, conditioner, body soap, cotton swabs, and hair ties for guests’ use.

  • Up to what age can children use the opposite-sex bath?

    Children of the opposite sex may enter the public bath and changing room up to 6 years old.

  • Can guests with tattoos use the public bath?

    We sincerely apologize, but guests with tattoos (including sticker-type tattoos) are not permitted to use the public bath.

  • Please tell me about the public bath and open-air bath in the hotel.

    On the 1st floor, there is a public bath and an open-air bath (no indoor bath), as well as a washing area and sauna.
    【Operating hours】
    13:00–24:00 / 05:00–09:30 (next day)
    *Closed for cleaning from 24:00–05:00 and 09:30–13:00.

    In addition, private reservable bath rooms are available.
    【Operating hours】
    12:00–09:00 (next day)
    *Closed for cleaning from 09:00–12:00.

  • Please tell me about the private baths and family baths.

    We have two private baths available. Reservations can be made at the front desk.
    Opening hours: 12:00–9:00 the following morning

    Saunas are available in the public bath area on the 1st floor for both men and women.
    Opening hours: 13:00–24:00 / 5:00–9:30 the following morning
    The men's bath features a dry sauna, while the women's bath features a mist sauna.

  • Please tell me about the hot spring quality and health benefits.

    The hot spring is classified as a simple hot spring.
    【Health Benefits】
    Neuralgia / Muscle pain / Joint pain / Frozen shoulder / Motor paralysis / Joint stiffness / Bruises / Sprains / Fatigue recovery / Chronic digestive disorders / Hemorrhoids / Sensitivity to cold / Recovery after illness / Health promotion

  • Please tell me about the bathing tax.

    A bathing tax of JPY 150 per night applies to adults (12 years and older). Children of elementary school age and younger are exempt from the bathing tax.

  • Are towels provided at the public bath and open-air bath?

    Bath towels and face towels are provided at the public bath.

  • Please tell me about bathing before check-in and after check-out.

    Guests staying at the hotel may use the baths free of charge from 13:00 on the day of check-in until 9:30 on the day of check-out.

  • Do you have relaxation facilities?

    We offer various relaxation menus including the EPUY Original Course, facial treatments, body treatments, and foot care.
    Please click here for details.

About Facilities

  • Is there a sauna?

    Saunas are available in the large public bath area on the 1st floor for both men and women.
    Opening hours: 13:00–24:00 / 5:00–9:30 the following morning
    The men's bath features a dry sauna, while the women's bath features a mist sauna.

  • Can I borrow a bed guard?

    Baby bed guards are available free of charge. However, quantities are limited, so please contact the hotel in advance if you wish to use one. TEL: 0138-67-2964

  • Can I borrow a baby crib?

    Baby cribs are available free of charge.
    As quantities are limited, please contact the hotel in advance if you wish to use one.
    TEL: 0138-67-2964

  • Are there elevators or escalators?

    We sincerely apologize, but there are no elevators in the hotel.
    Thank you for your understanding.

  • Please tell me about laundry service and coin laundry facilities.

    There is no coin laundry facility inside the hotel.
    However, a coin laundry is available inside a Seven-Eleven convenience store located about 5 minutes away by car.

  • Are there vending machines?

    There are no vending machines in the hotel.

  • Please tell me about the hotel shop.

    There is a shop next to the front desk on the 1st floor. We sell a variety of items including original amenities. We also have a specialty bakery offering products made with Hokkaido wheat. Takeout is also available.

  • Is there a designated smoking area?

    Guests who wish to smoke are kindly requested to use the cigar room (smoking room) located on the 1st floor.

  • Are there barrier-free restrooms available?

    A multi-purpose restroom is available on the 1st floor of the restaurant building.
    In addition, simple handrails can be installed in the guest room toilet upon request.

  • Can I leave my room wearing the hotel loungewear (yukata) or indoor slippers?

    You may move around the hotel, including the restaurant, wearing the blue hotel loungewear and outdoor slippers.
    The white pajamas are for use inside the guest room only.

  • Do you sell postage stamps in the hotel?

    Postage stamps are available for purchase at the front desk.

  • Is Wi-Fi available?

    Wireless LAN (Wi-Fi) is available, although connection quality may vary in some guest rooms.

About access

  • Please tell me how to access the hotel from the airport.

    Bus routes are available between Hakodate Station and Shin-Hakodate-Hokuto Station, as well as Hakodate Airport.

  • Please tell me how to access the hotel by bus.

    From Shin-Hakodate-Hokuto Station, take a paid bus and get off at the nearest bus stop, “Onuma-Koen.” The hotel is approximately a 5-minute walk from the bus stop.

  • Is there a shuttle bus service?

    The hotel provides a free shuttle bus service via Hakodate Airport, Hakodate Station, and Shin-Hakodate-Hokuto Station.
    This service operates on a reservation-only basis with a limited number of seats. Please make your reservation as early as possible. Once capacity is reached, reservations will no longer be accepted. Thank you for your understanding.

  • Are rental bicycles available?

    The hotel offers bicycle rental services.
    Period: April to November each year
    Usage time: 3 hours
    Rental fees vary depending on the type of bicycle.

  • Can you arrange a taxi for me?

    We can arrange a taxi for you. Please contact the front desk.

About surrounding information

  • What souvenirs do you recommend? Where can I buy them?

    Here is our recommended souvenir ranking.

    1st Place: Original Onuma Dango “Numa no Ie”
    “Onuma Dango” is a local specialty that has maintained the same traditional recipe and flavor since the shop was founded in 1905. Made with high-quality ingredients, it comes in three flavors — sweet red bean paste, sesame, and soy sauce — offering a taste you will never tire of.

    2nd Place: Hakodate Sweets Snaffle’s “Cheese Omelet”
    A fluffy soufflé-style cheesecake that melts in your mouth like a soft omelet. Made with ingredients sourced from Hokkaido and freshly baked every day.

    3rd Place: Trappist Monastery “Trappist Cookies”
    These cookies are made with rich and flavorful Trappist fermented butter, developed through years of research by French and Japanese monks.

  • Is there an ATM nearby?

    An ATM is available inside a Seven-Eleven convenience store located about 5 minutes away by car.

  • Is there a hospital nearby?

    Aze (Nohan) no Hana Clinic (Internal Medicine) is located about 3 minutes away by car. Nanae New Hospital, which offers Internal Medicine, Cardiology, Orthopedics, and Rehabilitation services, is located about 20 minutes away by car.

  • Are there any convenience stores or supermarkets nearby?

    There is a Seven-Eleven convenience store located about 5 minutes away by car.

  • Is there a post office nearby?

    A post office is located about a 10-minute walk from the hotel.

About Celebrations & Anniversaries

  • Can I use the hotel for birthdays, anniversaries, or other special occasions?

    The hotel can arrange anniversary celebrations such as cakes, champagne, and flower bouquets upon request.
    Whether you are traveling with family, friends, or as a couple, we can help plan celebrations tailored to different occasions. Please contact us in advance for arrangements.

About payment

  • Can I use credit cards or make advance card payments?

    We accept various credit cards including JTB, Diners Club, VISA, JCB, UC, Mitsubishi UFJ NICOS (MUFJ / DC / UFJ / NICOS), American Express, and MasterCard.

  • Can I use QR code payments, barcode payments, or mobile carrier payments?

    QR code payments are not accepted.

  • Can UnionPay cards be used?

    Yes, UnionPay cards are accepted.

About other

  • What should I do if I suddenly become ill?

    Please contact the hotel front desk if you require emergency assistance such as arranging a hospital visit.

  • Are foreign languages spoken at the hotel?

    Our hotel has staff members who can speak English.

  • Can non-guests enter guest rooms? Where can visitors meet guests?

    For reasons related to security, safety, and fire prevention, only registered guests are allowed to enter guest rooms and guest room floors.
    Please meet visitors in the lobby area.

  • Are pets allowed?

    Pets are not allowed to stay at the hotel.
    For guests traveling with pets, we can introduce a dog hotel located approximately 20 minutes away by car from our hotel.
    Please click here for details.

  • How can I contact the hotel?

    ・For reservations and inquiries by phone
    TEL: 0138-67-2964

    ・Please click here to contact us via the official website.

We accept advance bookings by phone or e-mail.

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