FAQ

Accommodation

What are the check in and check out time?

Check in starts from 3:00pm, and check out is at 11:00am.
* Luggage storage before check-in and after check-out is accepted at the front desk.

What is your cancellation charge, accommodation, privacy policy, etc.?

[The cancellation charges are as follows.]
※ Cancellation charges are applied to the “accommodation fee (total).”

  • 21 days – 4 days prior: 10% of accommodation fee (total)
  • 3 days prior – the day of check in: 100% of accommodation fee (total)
  • On the day (with notice): 100% of accommodation fee (total)
  • On the day (without notice): 100% of accommodation fee (total)

※ Some of the accommodation plans may have different cancellation charges.

[Privacy policy]

Can I walk into the guest rooms with my shoes on?

This is a service that promises the best rate.

You have to claim the Best Rate Guarantee within 24 hours of making your reservation.

Best Rate Guarantee does not apply to:
– Rates not open to the public, include offers to some membership organizations, welfare programs, or contract corporations,
– Rates that includes both a hotel room and other travel service.
– Rates that we are not able to find on a competing website.
– Rates under different booking terms and conditions on a competing
website.

Best Rate Guarantee applies to reservations made through our official website. If you find a lower rate on another website, please contact us with the following information:
– Name of the competing room provider,
– The date and time you check the price,
– The date and time you make the reservation,
– Your Arrival / Departure date,
– Name of the package,
– Our room rate and the competing rate.

If we are able to verify your claim within 24 hours, we will match the lower rate.

Can I go into the room with my shoes on?

Walking with shoes on is prohibited inside all guest rooms.

Are there any non-smoking rooms?

All guest rooms are non-smoking (including heat-not-burn tobacco products and electronic cigarettes). For smoking, please go to the smoking spaces.

What are the amenities provided in the room?

The amenities in the rooms include
(The size of the bed and day bed is listed on the guest rooms page.) :

Shampoo, hair conditioner, body soap, Hand soap,
toothbrushes, toothpaste powder, Hair combs, shaver,
Cotton swabs, Cotton box (Hair rubber, cleansing, face wash, lotion, milky lotion),
Bath towel, face towel, one-piece pajamas (for adults / for children), slippers,

Air conditioner, Humidifier, refrigerator, electric pot, hair dryer,
television, safety box, flashlight

Are there any items for special days such as anniversary?

The anniversary items (cakes, etc.) will be provided soon. The information will be available on February 1, 2020.

Is internet available?

Wi-Fi is available everywhere in the hotel.
(Only SoftBank mobile phones are difficult to connect.)

Can three or more people stay in one room?

We have guest rooms that can accommodate up to four guests. We may set up a bedding in the daybed depending on the room type when three or more people stay in one room.

Do I need to make reservations before going to restaurants at buffet restaurant ?

Reservation not required (advance reservation required for group customers)

Are there any options for food allergies?

Please check here for food allergies information.

Is room service available?

We are sorry that we do not provide room service.

Are there coin laundries and drink vending machines?

There are coin laundries available.

Which credit cards do you accept?

VISA / JCB / AMEX / MasterCard / Diners / UnionPay.

What are the conditions for prepaying with credit cards?

Changes cannot be made if you paid with credit card in advance.
If you would like to change your reservation, you will have to make a new reservation on the website by yourself, within the reservation time period. After that, please cancel the (original) reservation that is no longer needed.
Meanwhile, please notes that a fixed cancellation fee may be applied according to the date of cancellation.

The payment service provided by GMO Payment Gateway Inc. cooperate with us to settle payment with credit cards.
We accept VISA/MasterCard/AMERICAN EXPRESS/JCB/Diners cards.
(We apologize that we don’t accept Debit cards)
The accommodation fees will be charged by the end of the reservation. However, the post day depends on the credit card company and the issued bank.

In the case where a cancellation fee occurs, we will charge the cancellation fee from the credit card you provided.
However, if the cancellation is made in a different month than your reservation, the refund (after the accommodation and cancellation fees are charged) would be made after the month when cancellation is made.

There may be instances where the refund may take some time to be made after the refund process is completed.
If you have any concerns of the refund time or the amounts, please directly contact your credit card company or issued bank.
Customers will not be charged for any service fees for booking.

Can we stay here for meetings, seminars or company tours?

Please inquire by phone or email to organize a group accommodation.

Can I participate in activities or use facilities before check-in and after check-out?

Activities and facilities are available before check-in and after check-out.

Can day-trip visitors use the hotel?

We apologize that all facilities within Hoshino Resorts RISONARE Kohamajima are accommodating guests only.

I’m using a wheelchair. Are there any barrier-free rooms?

We are sorry that we don’t have a barrier-free room, but we would recommend the “superior suite” room near the front desk.
Other rooms, public area need to be accessed through stairs.

Can dogs stay?

Dogs cannot stay

Do you handle courier services?

Dealing with Yamato Transport.

Are there post offices, banks, convenience stores, and courier service in Kohama Island?

Post office: 10 minutes by car from the hotel.
Bank: None on Kohama Island. (There are banks in Ishigaki Island)
Convenience store: None in Kohama Island. (There are convenience stores in Ishigaki Island)
Courier: Available at the front desk.

In case of sickness or injury, what should be done?

Please contact the front desk.
If medical attention is needed, we will direct you to the nearest medical facility.

Children

What are the accommodation fees and services for children?

◎For children of 7-11 years old:
The rate is 70% of an adult’s rate. (individual bedding and meals are provided)

◎For children of 4-6 years old:
The rate is 50% of an adult’s rate. (individual bedding and meals are provided)
* Depending on circumstances, children of 4-6 years old may sleep with others instead of occupying a bed by themselves. In this case, only the meals will be charged but not the bedding.

◎ For children of 0-3 years old:
Free of charge. (Bedding and meals are not provided)

* The maximum number of children sharing the bedding is the number of the charged guests (total number of adults, children of 7-11 years old, and children of 4-6 years old using bedding) plus one per room.

Is there a bed for the children?

● Baby bed
Free baby beds are available. Limited in number, please contact us in advance.
Size is “1,200 (W) x 700 (D) x 850 (H)” (H is from the floor to the top of the frame)
Limited in number, please contact us in advance.

● Bed guard
Free for children of 18 months and older who are recommended to use by the Product Safety Association.
Limited in number, please contact us in advance if needed
It is also possible to put two separate beds together
Please let us know if needed

Do you have baby food or children menu?

◎ Buffet Restaurant

  • Dinner
    7-11 years old: 3,500 yen / 4-6 years old: 2,500 yen / 0-3 years old: free
  • Breakfast
    7-11 years old: 1,680 yen / 4-6 years old: 1,200 yen / 0-3 years old: free
  • Baby food (dinner / breakfast)
    Free
Do you have amenities for children?

Free amenities:
Children toothbrush, children slippers, children pajamas

Do you have wheelchairs or strollers to lend?

Wheelchairs and strollers are available. Limited in number, please contact us in advance, or ask the front desk.

Are there any options for food allergies?

Please check here for food allergies information.

Is there information of kid’s programs?

You can get kid’s activities information at Activity counter. Please enjoy the various activities for different age groups and seasons.

I would like to know about the nursery (childcare center).

No nursery service.

Are there baby rooms?

We don’t have rooms exclusive for babies, but we have rooms that children can stay and use comfortably with adults. Please check here for room details.

Is there any disinfecting baby bottles service?

Please ask the front desk or the restaurant for microwave disinfection.

Activities

Is there any information on kid’s programs?

We have various activities for children at Hoshino Resort RISONARE Kohamajima.
The contents of the activities will be announced on February 1, 2020.

Is there a capacity limit for the activities?

The space may be limited and/or operated as a first-come-first-served base depending on the activities Reservation in advance is recommended.
The contents of activities will be provided on February 1, 2020.

Is reservation required?

There are activities that require reservation and activities that can be enjoyed without reservation. Since there are activities which have space limits, reservation in advance is recommended for all activities. The contents of activities will be provided and the reservation will be available on February 1, 2020.

Is there a policy regarding cancellation refund?

Cancellation fees are as follows.

  • 3 days prior – the day of check in: 100 % of activity fee (total)
  • On the day (with notice): 100 % of activity fee (total)
  • On the day (without notice): 100 % of activity fee (total)

* Cancellation fee varies by program.

Beach,Pool

Can day-trip visitors use the pool?

The hotel pools are for hotel guests only. (Not available for day-trip visitors)

Spa

Is reservation in advance required?

The information will be provided on February 1, 2020.

Should I decide how long the session should be?

The information will be provided on February 1, 2020.

Can I use the massage service during pregnancy?

No treatment during pregnancy

Are there any limitations to the health conditions?

For guests who are under health treatments, please notice us in advance.
For guests who have severe illnesses, please consult your doctor in advance.
We may not be able to provide the service depending on the situation

What if I would like to change or extend my appointment?

The information will be provided on February 1, 2020.

Should I prepare anything?

Come to the spa reception at the reservation time.

Any precautions for using this service?

We recommend taking a brief rest after the session.

Can I eat something or drink alcohol?

We recommend a rest time between having a meal and the session.
Also please avoid drinking excessive amount of alcohol.

Golf

Is there any dress code?

For participating in a play, please wear a shirt with a collar. There are no specific rules in the clubhouse.

Do you have a caddie service?

No caddies. Only self-play. Please.

Can I wear spiked shoes? If not, are there rental shoes?

Please wear soft-spike or spikeless shoes to protect the lawn. Rental shoes (¥ 1,100 per round) are available.

Can I rent a club?

You can rent a full set costs ¥ 6,600 per person per round (¥ 5,500 for hotel guests).

Is there a competition room?

There is a restaurant on the first floor of the clubhouse, but it cannot be used for an awards ceremony.

Please tell me how to get to the golf course.

Please see the access page for information regarding how to go to Kohama Island. There are no taxis from Kohama Port. Please use the hotel shuttle bus.

Access

Is there a shuttle bus from the port of Kohama Island?

There are shuttle buses (reservation not required) between Kohama Port and the hotel.

* Please check the time from the access/transportation information page.
* Group customers please contact us in advance.

Can day-trip visitors use the hotel?

We are sorry that the facilities within Hoshino Resorts RISONARE Kohamajima are exclusive for guests staying at the hotel (Excluding golf course).