FAQ

Accommodation

What is the check in / check out time?

Check in starts from 3:00 pm and check out is at 12:00 noon. During the busy seasons, it’s very crowded at the front desk when check-in time, 3:00 pm to 4:00 pm, and check-out time, 11:30 am to 12 noon. Please avoid checking in and checking out in these time periods.

What is the cancellation charge policy?

Information of cancellation fee.

  • 4-21 days prior: 10% of accommodation fee (total)
  • 1-3 days prior: 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)

* Depending on accommodation packages, there may be different cancellation charges.

Best Rate Guarantee

About “Best Rate Guarantee”

Can I go into the room with my shoes on??

Walking with shoes on is prohibited only guest rooms below

Only guest rooms below are allowed with shoes on.

Are there any non-smoking rooms?

All rooms are non-smoking, except the terraces of guest rooms.
Please use the designed smoking area to smoke cigarettes,
plooms, and electronic cigarettes

What are the amenities and supplies available in the rooms?

The amenities and supplies available in the rooms are as follows:

[Amenities]
  • Shampoo, rinse, body soap
  • Toothbrush, toothpaste powder, soap
  • Hair brush
  • Shower cap, shaver, Swab, Cotton, Hair clasp rubber, Tissue
  • Cleansing, Skin lotion, Skin milk, Hand soap
[Supplies]
  • Nightwear (Free Size / Long Shirt Type)
    * We provide two sizes, “large” (110-120 cm, 43.3-47.2 inches) and “small” (90 cm, 35.4 inches) for children
  • Hairdryer
  • Clothes brush, Shoehorn
  • Towel (bath towel & face towel)
  • Refrigerator
  • Electric hot water pot
  • Tea set
Which credit cards do you accept?

VISA / DC / JCB / AMEX / Diners / NICOS / MasterCard

What are the conditions for prepaying with credit cards?
  • Changes cannot be made when prepaying by credit cards. 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 reservation that is no longer needed. Please note that a fixed cancellation fee may apply according to the cancellation time.
  • We utilize the payment service provided by GMO Payment Gateway Inc.
  • to settle payment with credit cards. The accepted credit cards are VISA/MasterCard/AMERICAN EXPRESS/JCB/Diners. (Debit cards are not accepted)
  • The accommodation fees will be charged at the end of the reservation process. The number of days for the payment to process depends on the credit card company.
  • The cancellation fee will be charged from the registered credit card. When you cancel the room in later months than the reservation, we will refund the amount minus the accommodation and cancellation fees.
  • The refund process may be longer than expected. If you have doubts concerning the refund process or the amounts listed on your credit card statement, please directly contact your credit card company.
  • Customers will not be charged for any handling fee
Is the internet available?

Free Wi-Fi is available throughout the building. It is a customer exclusive line and please take the risk for the network connection on your own. You can use Free Wi-Fi in the guest room.

Can I stay with my pet?

It is possible to stay with your dog in the limited room for pets of the residence rooms.
Please check here for the information for guests with pets.

Is there any single type, double bed, or connecting rooms?

All rooms are able to accommodate two customers. One guest will also stay in a room for two. We don’t have double-bed rooms and connecting rooms. For a group like families and relatives, nearby rooms will be reserved.

Can 3 or more people stay in 1 room?

For 3 or more guests, 3 or more extra beds will be prepared. We have guest rooms that can accommodate up to 5 guests.

Is there any elevator in the residence building?

There is no elevator in the residence building. the elderly or physically disabled people are recommended to stay in our hotel building.

What is the anniversary menu?

Please check here for the anniversary menu.

Do you have room service?

We do not provide room service.

How do you accommodate food allergies?

◎ Main dining “OTTO SETTE”
Please check here for food allergies information of OTTO SETTE

◎ Restaurant “YYgrill”
Please check here for food allergies information of YYgrill
YYgrill have changed the way of offering meals to people who have allergies from July 2016. You can see the details at [Food allergies information]. Please be sure to check it.
From now on, we will strive to improve the restaurant for more people to enjoy our meal.

Can we also stay here for meetings/training/seminars/employee trips/company tours?

We have specialized coordinators for organizing group accommodations.
Please check the [Groups / MICE] page for details.

Do we need any equipment to go to the hotel by car in winter?

The anti-slip equipment are recommended since sudden snowfall or road surface freezing may occur in the mountain area around RISONARE Yatsugatake in winter.

VINO SPA®

Do I have to reserve? 【Notice】

Please be sure to reserve (in advance) to choose the time and service.

For reservations and inquiries, please contact us at TEL:+81-551-36-5200 (9:00 am – 7:00 pm / reception time 8:30 am – 8:30 pm).
* cancellation fees may apply for no-shows.

Can I have only for the treatment when doing a day trip?

Unfortunately, only hotel guests are accepted.

Should I choose the course in advance?

We recommend you decide when you reserve for us to prepare in advance.
We will propose a treatment that fits your needs, so please feel free to contact us.

Can I have treatment during pregnancy?

For women from their 16 to 26 weeks pregnant, our maternity menu with only supine position is recommended and we do not treat the body. For women after their 28 weeks pregnant, please use FINGER PRESSURE THERAPY. We do not offer treatment for women with 15 weeks or less pregnant for safety.

Are there any limitations to the health conditions?

We may refuse treatment for people after surgery, with heart disease, cancer, varicose veins, acute infections, and those who are treating their injury or illness etc.
Please check 【Important Notes about Spa Reservations】before making a reservation.

I’d like to change my reservation

It is feasible if other appointments are adjustable or not affected. Please contact us in advance. No refund will be applied if you cancel the appointment in the 24hours you reserved.

Should I bring anything when I have the treatment?

Nothing is necessary except for your payment method (cash, credit card, room card, etc.).
Towels, bathrobes, slippers, paper shorts, brushes, hairdryers etc. are provided. Please bring your own cosmetics if you need a touch-up.

Can I have the treatment while wearing contact lens?

Treatment can be conducted while wearing contact lens. We recommend that you bring your own container to remove them for relaxing deeply.

When should I arrive for therapy.

Please come to VINO SPA® 10 minutes before the treatment reservation time. The description is the treatment time. It will take about 40 minutes for consultation and preparations before and after the treatment.If you arrive late, it will be troublesome for the next customer, which may shorten your treatment time. (The fee will be the same) You may not be accepted due to late arrival.

Can men accept the treatment?

In VINO SPA®, male customers are welcome for all courses.

Any precautions for VINO SPA®?

We need your cooperation in order to maintain a quiet and relaxing environment that every customer’s privacy is respected. Please refrain from using mobile phones in the facility.Please understand that we may ask you to leave if your acts are troublesome or dangerous to others.

Can I eat before treatment?

Treatments on empty stomach or immediately after a meal may make you feel ill.
Receiving treatment 1 hour after meal is recommended. Since alcohol consumption may make you feel sick during treatment, please refrain.

Can you massage strongly, or apply strong pressure?

Because it is different from massage/shiatsu acupressure, we do not accept requests for an intense massage. We are adjusting the strength of treatment as much as possible within the possible range.

Shiatsu Acupressure

Can I use FINGER PRESSURE THERAPY in a day trip?

Unfortunately, only hotel guests are accepted.

Do I have to reserve?

Reservation is required. In addition to [FINGER PRESSURE THERAPY],hotel guests can choose the treatment in the [guest room].
For reservations and inquiries, please contact us at TEL:+81-551-36-5200 (9:00 am – 7:00 pm / reception time 3:00 pm – 9:30 pm).

How is the treatment done?

It works to smoothen the breathing and blood flow of the whole body through the meridians and acupuncture points. We will do the whole body treatment in sideways, prone, and supine position.

Can I have Shiatsu acupressure during pregnancy?

We welcome women who have entered the stable period or who are from their 5th month of pregnancy (from week 16 onward) to less than 8 months (less than 27 weeks) to be treated with a supine or sideways posture. We do not offer treatment for women who are less than 5 months or more than 8 months pregnant for safety.

Are there any limitations to the health conditions?

For guests who are undergoing treatments, please notice us in advance.
For guests who have severe illnesses, please consult your doctor in advance.

I’d like to change my reservation?

It is feasible if other appointments are adjustable or not affected. No refund will be applied if you cancel the appointment in the 24hours you reserved.

Should I bring anything to FINGER PRESSURE THERAPY?

You can pay by adding the fee to your room bill or by cash.

Do I need to prepare anything while waiting for Shiatsu Acupressure in my room?

The shiatsu acupressure therapist will visit your room at the reserved time. No preparation is needed.

Any precautions for Shiatsu Acupressure?

We recommend that you take a brief rest after the treatment.

Can I eat or drink alcohol before or after the treatment?

We recommend taking a rest after a meal before starting the treatment. In addition, please avoid drinking too much alcohol.

Activities

Is there any information regarding childcare service and kids’ programs?

At Yatsugatake Activity Center, the kids’ program department, “GAO”, supports all the children activities. Please enjoy various seasonal programs for different age of children.

What is the capacity limit of the program?

For each program, there is a capacity limit. Reservation in advance is recommended.

Do I have to reserve?

Reservation is required for all programs. Lots of children may attend the program, so please make a reservation.

What is the cancellation charge policy?

Cancellation charges are as follows.

  • 3-14 days prior: 10 % of activity fee (total)
  • 1-2 days prior: 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)

Children

What are the accommodation fees for children?

◎ 7 – 11 years old
70% of adult rate is applied (bed and meals are provided)

◎ 4 – 6 years old
50% of adult rate is applied (bed and meals are provided)
* Co-sleeping is available if your children do not use a bed. (For co-sleeping: we only charge for meals)

◎ 0 – 3 years old
Free (without bed and meals)
* If you wish for a bed and meals please request separately. (Bed 4,000 yen (tax included) / meals various)
* We provide baby bed for free rental.

The number co-sleeping children is up to one plus the number of the person charged per room. (number of charged person = total number of adults and children using beds)

Do you have beds for children?

◎ Baby crib
Baby cribs are provided for free rental.
The dimensions are “W:1200mm(47 inches) × D:700mm(27.5 inches) × H:1000mm(39 inches)” (H is the distance from floor to top of frame)
Only limited number is provided. Please inquire in advance.

◎ Bed guard
We have bed guards for free rental.
Since the number is limited, please inquire it when you make the reservation.
The bed could be attach to the wall side for children to sleep. Please contact us in advance.

What is the meal menu for children?

◎ Main Dining OTTO SETTE
OTTO SETTE is a restaurant for you to taste Italian cuisine condensed the grace of the land.

■ Dinner course
 Children’s course (7-11 years old) 8,260 yen
 Children’s course (4-6 years old) 5,900 yen

■ Baby food (Dinner)
 3 types each 500 yen (same amount when using nursery)

◎ Restaurant YYgrill
YYgrill is a buffet & grill restaurant. Equipment like high chairs is available.

■ Dinner buffet
 7-11 years old 4,200 yen
 4-6 years old 3,000 yen
 Free for children under 3 years old

■ Breakfast buffet
 7-11 years old 1,890 yen
 4-6 years old 1,350 yen
 Free for children under 3 years old

■ Lunch menu
 7-11 years old 1,740 yen
 4-6 years old 1,240 yen
 Free for children under 3 years old

■ Baby food (dinner, breakfast, lunch)
 Two kinds of porridge, puree, topping – Free (provided by buffet board)
 

How do you accommodate food allergy?

◎ Main dining “OTTO SETTE”
Please check here for food allergies information of OTTO SETTE

◎ Restaurant “YYgrill”
Please check here for food allergies information of YYgrill.
YYgrill have changed the way of offering meals to people who have allergies from July 2016. You can see the details at [Food allergies information]. Please be sure to check it. From now on, we will strive to improve the restaurant for more people to enjoy our meal.

Can children use the swimming pool by themselves?

For safety, children are not allowed to enter the pool without adults’ company. 4 years old to elementary school student … 750 yen (Free for children under 4 years old) ※ Children who are using diapers can change into swimming diapers to use the pool. Swimming diapers are available at the pool reception for 400yen each (size S-L).

Is there information on the kid’s programs?

At Yatsugatake Activity Center, the kids’ program department, “GAO”, supports all the children activities. Please enjoy various seasonal programs for different age of children.

Is there any information on forest room (childcare/nursery service)?

Forest Room is a childcare/nursery facility where staff resides to take care your 6-month-old to preschool children while you’re enjoying meals and shopping (reservation required). Please check here for the details of childcare.

* It’s free to use forest room for guests having dinner at OTTO SETTE (reservations required).
Please check here for the details of childcare at night.

Are there rooms for staying with the baby?

We provide rooms specifically for guests with infants. Please check here for room details.

How should I disinfect the baby bottles?

Please ask the front desk (microwave sterilizer/sanitizer is also available).

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

Please talk to the front desk where thermometer and officinal medicine are prepared. If medical attention is needed, we will Introduction to the medical facility. The nearest clinic is about 5 minutes by car at One Shindo clinic on the side of Kobuchisawa station. General hospital and hospital with policlinic at night or emergency (Fujimi Kougen hospital, Hokuto-She Koyo hospital) are about 20 minutes by car.

Pets

What kinds of pets can I stay with?

Only dogs, regardless of size. Basic disciplines are required (no bite, no bark, no jump at people).

Do you have any restrictions on rooms or usage when staying with pets?

There are 2 rooms exclusively for you to stay with your dogs: 2 rooms of wooden flooring type are in the Residence Building 1F. Dogs are allowed in these rooms when you reserve one of them with the breakfast package. They are not allowed in other rooms even your friends stay in the rooms.
Click here for the 70 m² (753.5 square feet) Residence Pet rooms with Terrace on 1F

What is the rate for pets?

3,240 yen (including tax) per night per dog (regardless of size).

Should I prepare anything for accommodation?

Please bring your own leash, crates, pet foods, containers, pet toilet, etc.

Is there anything available at the hotel?

We provide pet sheet, old newspaper, plastic bucket (for foot washing), towel for foot cleaning, plastic bag (for cleaning after them) in the guest room.

Is there any rule when pets are in the rooms?

Always be sure to wipe your dogs’ feet when entering the room.

  • Dogs are not allowed in the restrooms and bathtubs in the rooms.
  • Sturdy furniture is in the room, but fee is applied when contamination or damage is caused by your dog.
  • Please use your own pet toilet or our equipped pet sheet for their excretion. Do not let your dogs excrete in the building other than your room.
  • We provide plastic bags for cleaning up after them, so please use it freely.
  • Please put your dogs into the crate if no other guests are in the room.
Is it possible to go to a restaurant with pets?

For breakfast / lunch, dogs are allowed at terrace seats only (From April to September only). For dinner, dogs are not allowed in restaurants.

Are there any other things to be noticed?
  • Before you go into an elevator, please tell other customers who are already in the elevator that you are with your dog.
  • Outdoor is free space, please enjoy walking or playing with your dog on a leash. Dogs are not allowed in shops handling food and pool. For other stores, please check with the staffs before entering. Dogs are not allowed in Moku Moku Yu.
Is there a any condition to stay with my pet?

Please check “For guests with their pets” (PDF).

Pool

Entry before check-in & after check-out

Hotel guests with pool package can enter pool before check-in and after check out. If you would like to use pool before check-in, please stop by hotel front desk first, then come to pool.

Can I re-enter the pool?

Hotel guests with pool package can re-enter by presenting the hotel card. For corporate members, guests without pool package (only staying in a room), and other visitors, re-entry is possible on the same day, with presenting the receipt for your first use. Entrance fee will be charged on daily base.

Should I bring a towel?

When you enter changing room and beach, large towel sets are available for rent. You do not have to bring them from your room. Please return the large towels of il mare lent out at the changing room or beach side in the laundry box.

Items forbidden in the pool (body board etc.)

Do not bring in and use items larger than the swimming board (30 cm × 30 cm = 11.8 inches × 11.8 inches)

What restrictions and unavailable items for carry-on bearers to bring in?

We may prevent you from bringing in and using of fins, oars, suntan lotion, water gun, or other things which we consider dangerous or troublesome to others.

Do you have an air pump to inflates the floating rings?

There is one on the beach side, please use it freely. There is no machine to deflate.

Admission of children

Children should enter the pool under the supervision of a guardian over 18 years old to ensure safety. Children of, or under, elementary school ages without a guardian over 18 years old are not allowed to access. Junior high school and high school students are not considered as guardians. Also, the guardians should enter the pool together with elementary school students or children who swim with floats. The observer may ask you to leave the pool for safety reason.

Waves active time (* Big waves can be enjoyed year-round / * 1 hour after opening ~ 1 hour before closing 10 minutes per hour)
10 minutes waves time per hour starts from an hour after opening to an hour before closing While the big waves are active, the guardians should enter the pool together with children of or under elementary school students. The observer may ask you to leave the pool for safety reason.

Type and size of rental swimsuit (Price: 500 yen each)
for women
  • Type: bikini, one-piece, tankini (pattern, colors may not be available upon request)
  • Size: S / M / L / LL
for men
  • Type: Surf pants
  • Size: S / M / L / LL / 3 L / 4 L
  • Type and price of rental items
    • Floating ring 400 yen
    • Big tube 900 yen
    • Double tube 700 yen
    • Banana boat 800 yen
    • Beach ball 300 yen
    • Beach ball (Big size) 400 yen
    • Shimmering beach ball 400 yen
    • Baby float 500 yen
    • Baby & Mom float 600 yen
    • Arm ring 500 yen
    • Swim trainer 500 yen
    • Pool mattress 500 yen
    • Mattress float 500 yen
    • Joy Paul 300 yen
    • Swim vest (For Children) Free
    • Swimming board Free

    ※ The rental items and prices may change without prior notice.
    ※ The number of rental items is limited. Rental items are on a first-come-first-served basis, no reservation is possible.

    Rental item using time

    After the reception, you can use it until you leave the pool on the same day. The fee may apply when you re-enter on the same day or on the other day.

    Bringing in food and drink

    Do not bring in any food or drink, including items purchased within RISONARE Yatsugatake. Please be sure to tell the staff if you bring in infants’ milk or baby food.

    Safety policy

    In the pool “il mare”, there is water suction grooves in the center and in front of the wave generator. Water suction grooves are fixed with dozens of bolts, and we regularly check and tighten the bolts. Water absorption speed is very gentle, it will not be drawn strongly. In the case the lid comes off, there is no space for people to be inhaled and get caught since they are covered by two layers of net.

    When will it be crowded?

    It may be crowded during the summer season, from approximately the Marine Day (the third Monday in July) to August 31. It is usually very crowded during the Bon Festival (about the middle of August) in this period.

    The water temperature of the pool and jet bath
    • Pool water temperature: 29-31 ℃ (84-88 ℉)
    • Room temperature of the pool: 34-38 ℃ (93-100 ℉)
    • Pool humidity: 50% to 65%

    ※ It changes according to the season and the weather.

    Facility information
    • Main pool (wave pool) Water depth 40-140 cm (15.75-55 inches)
    • Children pool (ball pool) Water depth 40 cm (15.75 inches)
    • Outdoor jet bath (including striking hot water)
    • Indoor jet bath (2 places)
    • Low-temperature sauna (dry)
    • Body shower (High-pressure water jet from the side)
    • Cafe il mare
    Locker room information (shower room & powder room equipment)

    【Men】Shampoo / Conditioner / Body soap / Tissue paper / Cotton swab / Hair dryer
    【Women】Shampoo / Conditioner / Cleansing / Body soap / Tissue paper / Cotton swab / Toner / Lotion / Hair dryer

    Do you have valuables lockers?

    Valuable lockers are at two places, in front of the front desk of il mare and in the beach area.

    Cashless system (about payment)

    The locker key you use can record the fee for all the service you use at pool “il mare” on the day. You can make a payment of all the fee when leaving il mare (or add the fee in the room bill if you are hotel guest). You do not need to bring in cash, credit card or hotel card to the beach.

    Other notes
    • Wearing a swimsuit that does not match the image of the pool is prohibited
      Please understand that we may ask you to leave in some situation.
    • Large photographic equipment is prohibited.