Frequently Asked Questions
English answers are machine-translated from the property's Japanese information. Please confirm important details with the property directly.
Or browse the answers we’ve already prepared below.
These answers were written by AI from the property's official website. The property has not checked them. Collected on May 28, 2026. Prices and times may be out of date, so please confirm anything important with the property.
Access (2)
How long does it take to get here from Sapporo?
By car, allow approximately 2 hours via either the national highway (via Nakayama Pass) or the Dō-ō Expressway (Sapporo-Minami IC to Abuta-Tōya IC). By free shuttle bus, approximately 2 hours 30 minutes from departure to arrival.
How do I get to the hotel from JR Tōya Station?
From JR Tōya Station, it is about 20 minutes by taxi. From New Chitose Airport, take the Rapid Airport train to JR Minami-Chitose Station, transfer to the Super Hokuto or Hokuto Limited Express toward JR Tōya Station, and use a taxi (approximately 2 hours 30 minutes total).
Pets (1)
Can I bring pets on the shuttle bus?
If you are bringing a pet such as a dog, you cannot use the shuttle bus regardless of the animal's size. Please note this in advance.
Smoking (1)
Are all rooms non-smoking? Where can I smoke?
All rooms have been non-smoking since July 1, 2021. Guests who wish to smoke may use the smoking booths on the 1st and 9th floors.
Basic information (2)
What is the address?
7-1 Tōyako Onsen, Shōhestu Town, Usu District, Hokkaido
How do I get there?
By car: Approximately 2 hours from Sapporo via general national roads or the Dōō Expressway (Sapporo-minami IC to Abuta-Tōya IC). About 1 hour 20 minutes from Tomakomai-nishi IC. About 1 hour 30 minutes from New Chitose Airport via the Dōō Expressway. Free shuttle bus: Departs Sapporo (in front of Kanamoto Hall parking lot, opposite TV Tower) at 13:00, arrives at 15:30 (reservation required, daily service). Return departure at 9:45. JR + taxi: From New Chitose Airport, take the rapid Airport train to JR Tōya Station, then taxi for approximately 20 minutes (total approximately 2 hours 30 minutes).
Traveling with children (1)
Are there facilities that families with children can enjoy?
The large heated indoor pool "Water land" has three zones: an active play pool, South Island, and Kids Land, which is popular with young children. We also have a game corner (14:00–23:00) where families can have fun.
Rooms (1)
What types and sizes of rooms do you have?
We offer 5 room types: Modern Japanese (29㎡, 2–3 guests), Modern Western (26㎡, 2–3 guests), Modern Japanese-Western (29㎡, 2–4 guests), Japanese rooms (8, 10, or 12 tatami mats, 2–5 guests), and Western rooms (26㎡, 2 guests). All rooms have a view of Lake Toya.
Facilities (3)
What are the reservation hours for the spa salon?
The aroma spa salon "La Célébris" on B1F has reservation hours from 15:30 to 23:00. A refined space infused with aroma, offering a variety of spa treatments.
What are the hours for the heated pool "Water land" and what is its current status?
Regular hours are 14:00–20:00 (day visits 10:00–15:00, reception until 14:00). The pool will be closed for equipment maintenance and renovation from January 19 to July 17, 2026, November 2 to December 18, 2026, and January 18 to February 28, 2027.
What are the shop hours?
The shop on the 1st floor is open 8:00–11:00 and 14:00–21:00. We stock Hokkaido original souvenirs, local products, sweets, and cold drinks. Hours may vary during Golden Week and summer, winter, and spring holidays, so please contact the hotel for details.
Day trips (1)
Can I enjoy the hot spring and pool on a day visit?
Day visits are available. The large bath and open-air bath are open 10:00–15:00 (reception until 14:00), and the heated pool "Water land" is also open 10:00–15:00 (reception until 14:00). Please contact the hotel for details.
Hot springs (1)
What are the hours for the large bath and open-air bath?
The large bath and open-air bath are open 5:00–25:00; sauna is open 11:00–22:00. Day visit hours are 10:00–15:00 (reception until 14:00).
Shuttle service (1)
Is there a free shuttle bus from Sapporo? How do I use it?
We offer a free shuttle bus that runs daily on a reservation-only basis. Outbound: departs Kanamoto Hall parking lot (across from Sapporo TV Tower) in Chuo Ward, Sapporo at 13:00, arrives at 15:30. Return: departs hotel at 9:45, arrives at Odori Nishi 3-chome at 12:15. After your room reservation is confirmed, please call 0142-75-1111 (reception 9:00–18:00) with your stay date, reservation name, and reservation number to book. Limited number of seats and passengers.
Meals (1)
What are the restaurant hours for dinner and breakfast?
The buffet restaurant "Palacio Grande" on the 1st floor serves dinner 18:00–20:30 and breakfast 7:00–9:00. Hours may change depending on reservation status. Note that room service is not available.