Frequently Asked Questions (FAQ)

Rates vary depending on the selected plan and current availability. For the most up-to-date pricing and available packages, please check our official online booking page.

Reservations can be made directly through our official website or via various online travel agencies (OTAs). Please check your preferred accommodation plan and current room availability before booking.

Reservations are generally accepted up to 6 months in advance.
*Booking windows may vary depending on the plan or booking platform. Please check our official booking page for details.

Yes. However, if all guests in a room are minors, a signed parental consent form is required for each guest. Please complete the form and send it to the hotel prior to your arrival.
Download Parental Consent Form

Yes. Preschool children may stay free of charge when sharing a bed with an adult. Children of primary school age (elementary school) and older are charged at the full adult rate.

We do not offer separate child rates. Children of primary school age (elementary school) and older are counted and charged as adults.

You can review your reservation details in the confirmation email sent at the time of booking, or by logging into your account on the booking website you used (our official website or respective booking portal).
If you cannot find your confirmation email or have any questions, please contact us by email.

To modify your reservation details, please make the changes directly through the platform or website where you originally made your booking. If you need assistance, please reach out via phone or email to the customer support of the respective booking site.
*Please note that changes to room types or the number of guests are subject to room availability.
*Additional charges or price differences may apply depending on the changes requested.

To change your stay dates, please update your reservation directly through the website or platform where you originally booked.

You can sign up for a membership directly through the booking page on our official website. Simply click "Login / Register" displayed on any accommodation plan to complete your registration and enjoy exclusive member rates.

If you have not received your confirmation email, it may be due to one of the following reasons:
• Incorrect email address entered during booking
• Email delivered to your spam/junk folder or blocked by filter settings
If you need us to check or resend your reservation details, please contact us by email at: yoyaku@lighthouse-otaru.jp

Yes, same-day bookings are accepted subject to room availability. Please make your reservation through our official website or various online booking platforms.

Yes, same-day stays are possible if rooms are available. However, please note that we do not accept walk-in bookings or payments at the front desk.
If you wish to stay, please complete your reservation through our official website or preferred online booking platform before your arrival.

To cancel your reservation, please complete the cancellation process directly through the website or platform where you originally made your booking.
*Cancellation fees may vary depending on your booking plan and reservation channel. Please refer to your plan details and cancellation policy for specific terms.

We are happy to accept your request for adjacent rooms; however, fulfillment is subject to room availability and layout constraints.
Please note that adjacent rooms cannot be guaranteed in advance.

As long as the hotel remains open and operating, standard cancellation fees apply in principle.
However, cancellation fees may be waived if you are unable to arrive due to officially canceled or suspended transportation (*proof of cancellation, such as a certificate, may be required).
If you are affected, please contact us by email as early as possible.

We are a completely cashless facility and do not accept cash payments.
Please make your payment using a credit card (VISA, Mastercard, JCB, AMEX, Diners, etc.) or supported digital/contactless payment methods.

We accept the following major credit cards:
• VISA
• Mastercard
• JCB
• American Express (AMEX)
• Diners Club
• UnionPay (銀聯)

Payment is required upon check-in (prepayment).
Please complete your payment using a credit card or accepted cashless payment method during the check-in process.

We do not issue paper receipts or hand-written receipts at the front desk.
If you require a receipt, please issue or download it directly from your account page (My Page) on the website or booking platform where you made your reservation and payment. For detailed instructions, please check the help section of your respective booking site.

Standard check-in is from 3:00 PM, and check-out is until 11:00 AM.
*Times may vary depending on your specific booking plan. Please refer to your plan details for confirmation.
Please note that our front desk is staffed until 10:00 PM, after which the facility operates without staff on-site.
If you expect to arrive after 10:00 PM, you MUST contact us in advance to ensure a smooth check-in process.

If you would like to guarantee an early check-in, please book a specific plan that includes early check-in privileges.
Please note that early check-in is generally subject to room availability and cleaning schedules on the day of your arrival, and may not be available without an eligible booking plan.

As long as you arrive before 10:00 PM, you do not need to contact us even if you are later than your estimated arrival time.
However, our front desk is unstaffed after 10:00 PM. If your arrival will be after 10:00 PM, you MUST contact us in advance by phone or email to receive self-check-in instructions.

We are sorry, but pets are not permitted to stay at our facility.

Left-behind items are handled and stored according to the following categories:
• Food and Beverages:
Due to hygiene and safety reasons, all food and drink items will be disposed of immediately after check-out, regardless of whether they are opened or unopened.
• Valuables (Cash, Jewelry, Electronics, Identification, etc.):
We will attempt to contact you by phone or email. Items will be stored for 14 days; if unclaimed within this period, they will be handed over to the local police.
• Other Belongings:
Items will be kept for 14 days from the date of discovery. Any items left unclaimed after 14 days will be disposed of.

You can reach our support team via email at:
Email: yoyaku@lighthouse-otaru.jp
*When contacting us, please include your full reservation name and booking reference number so we can assist you promptly.

Yes, luggage shipping service is available during front desk staff hours (9:00 AM – 10:00 PM).
If you wish to send your luggage, please speak with our front desk staff.
• Payment Method: Payment for prepaid shipping can ONLY be made by credit card at the front desk. Cash is not accepted.
• Cash on Delivery (COD): COD shipping is available ONLY for domestic Japanese residents.
• Shipping to Non-Residential Addresses: If you wish to send your luggage to another hotel or accommodation, please check with the receiving facility in advance to ensure they can accept your shipment.
*Please feel free to ask our front desk staff during operating hours if you need assistance.

For guests staying multiple nights, we provide light housekeeping services.

• Daily Cleaning: Towel replacement, trash collection, and amenity replenishment.
• Bed Linen Replacement: Bed sheets and linens are changed once every 3 nights.
*For further details and daily scheduling guidelines, please refer to the guest information guide in your room.

Yes, fresh towels are provided daily as part of our light housekeeping service.
Additionally, extra towels are available at the Amenity Bar after 10:00 PM (during unstaffed hours), so please feel free to help yourself if you need additional towels.

Yes, registered guests have 24-hour access to the building.
For safety and security, the main entrance remains locked. Please enter the keycode (PIN) provided to you prior to check-in to unlock the door and enter the facility.

Yes, our hotel uses smart locks that operate with PIN codes instead of physical keycards.
• Main Entrance PIN: Sent to you via email prior to your arrival.
• Guest Room PIN: Printed on the receipt issued by the self-check-in machine upon completing check-in.
*Please keep your check-in receipt in a safe place during your stay, as it contains your room lock PIN.

Please check the following sources to locate your PIN code:
• Main Entrance PIN: Sent to your registered email address prior to arrival.
• Guest Room PIN: Printed on the receipt issued by the self-check-in machine during check-in.
If you are unable to locate your PIN or have lost your receipt, please speak with our front desk staff (available until 10:00 PM) or call the emergency contact number displayed at the property.

If guests in the same reservation arrive at different times, please notify us in advance via email or phone with the additional guest's name and estimated arrival time.
• Identity Verification: If a non-primary guest checks in first, we may contact the primary guest (reservation holder) for verification.
• Passport Requirement: In accordance with Japanese law, ALL foreign nationals without a registered residence in Japan must present their passports upon check-in. Guests arriving later must also present their passports at the front desk or via the self-check-in machine upon arrival.

No, individuals who are not registered guests are strictly prohibited from entering guest rooms and hotel facilities.
For security reasons and to ensure the safety of all registered guests, visits by non-guests are not allowed within the building. Please arrange to meet visitors outside the hotel.

Check-in starts from 3:00 PM, and check-out is by 11:00 AM.
*If you expect to arrive after 10:00 PM, please be sure to contact us in advance to receive self-check-in instructions.

You can check in anytime after 3:00 PM, including late at night.
Please use the self-check-in kiosks upon arrival. Front desk staff are available on-site until 10:00 PM to assist you with any questions.
*If you plan to arrive after 10:00 PM (when the desk becomes unstaffed), please be sure to contact us in advance to receive your self-check-in instructions.

As long as you arrive before 10:00 PM, no notification is required. You can proceed directly to the self-check-in kiosks at the front desk upon arrival.
*IMPORTANT: If your arrival will be AFTER 10:00 PM (during unstaffed hours), please contact us in advance so we can provide you with instructions for entry and self-check-in.

If guests under 18 years of age are staying without an adult, a parental consent form is required and must be submitted to the hotel in advance.
You can download the consent form from the link below:
Download Parental Consent Form (PDF)

Guests residing in Japan (Japanese citizens and foreign residents) are generally not required to show identification.
However, in accordance with Japanese law, foreign nationals without a registered residence in Japan MUST present their passport upon check-in for verification and copying.
*Foreign residents living in Japan may present their Residence Card (Zairyu Card) or Special Permanent Resident Certificate instead.

Yes, early check-in is available by booking a plan that specifically includes the early check-in option.
*Please note that we cannot accommodate same-day requests for early check-in or individual requests at the front desk. Kindly ensure you select an early check-in plan at the time of reservation.

Yes, late check-out is available by booking a plan that specifically includes the late check-out option.
*Please note that we cannot accept same-day requests for check-out extension or individual requests at the front desk. Kindly ensure you select a late check-out plan at the time of reservation.

Upon arrival, please complete your check-in using the self-check-in kiosks located in the lobby/front desk area.
1. Enter Reservation Info: Follow the on-screen instructions to enter your reservation details (name, phone number, or booking reference).
2. Passport Verification: Foreign guests without a Japan residence address must scan their passports as prompted by the machine.
3. Collect Your Receipt: Once completed, the kiosk will issue a receipt containing your Room Lock PIN Code.
4. Access Your Room: Use the PIN code printed on your receipt to unlock and enter your assigned room.
*Note: If you arrive during unstaffed hours (after 10:00 PM), please use the Main Entrance PIN provided via email to unlock the entrance door first.

Front desk staff are on-site daily from 3:00 PM to 10:00 PM.
Please feel free to ask our staff for assistance with any questions during these hours.
Outside of these hours (10:00 PM to 3:00 PM the next day), the property operates as a self-service facility. The main entrance remains locked, so please enter using your entrance PIN code. For emergencies during unstaffed hours, contact information is provided inside the building.

You can process both check-in and check-out using the self-check-in kiosks located in the lobby/front desk area.
Please follow the on-screen instructions:
• Check-in: Once complete, the kiosk will issue a receipt printed with your Room Lock PIN Code. Please keep this receipt with you.
• Check-out: Simply follow the check-out prompt on the kiosk screen to finish your stay (no physical keys or room cards to return).

Yes, luggage storage is available on your check-in and check-out dates.
• Before Check-in: Please speak with our front desk staff upon arrival (available during staff hours).
• After Check-out (During Staff Hours 9:00 AM – 10:00 PM): Please bring your luggage to the front desk.
• After Check-out (During Unstaffed Hours 10:00 PM – 9:00 AM next day): Simply leave your luggage INSIDE YOUR GUEST ROOM and complete your check-out. Our staff will retrieve and securely store your luggage at the front desk area.
*Due to limited storage space, please contact us in advance if you wish to store your luggage.
*We cannot store valuables, fragile items, or perishable goods. Please keep these with you.

Yes, we can accept and store your luggage prior to your check-in.
When shipping your luggage, please make sure the shipping label clearly includes:
• Check-in Date
• Primary Guest's Name (matching your reservation)
*Important Notes:
• Prepaid Shipping Only: We CANNOT accept packages sent Cash on Delivery (COD) or requiring payment upon delivery. Please ensure all shipping charges are prepaid.
• Unidentifiable Packages: If the reservation name or check-in date is missing, we may not be able to accept your package.
• Restricted Items: We cannot accept refrigerated/frozen items, valuables, hazardous materials, or perishable goods.

Please first check your spam/junk folder. If you still cannot find it, please contact the hotel directly as soon as possible.
When contacting us, please provide your Full Name (as booked) and Check-in Date so we can look up your reservation and resend your entry PIN and instructions.

Pre-check-in is not strictly required, but it is highly recommended.
By completing the pre-check-in process via the link sent in your confirmation email or SMS prior to arrival, you can skip lengthy data entry at the self-check-in kiosk and enjoy a faster, seamless check-in experience.

You can complete your pre-check-in by following the link provided in the confirmation email or SMS sent to you after booking.
Simply click the link and follow the on-screen instructions to enter your information.
*If you experience any technical issues or cannot open the link, please check the error message (or take a screenshot) and contact our support team for assistance.

Yes, in accordance with Japanese regulations (Hotel Business Act), information registration is required for EVERY guest staying at the property.
During pre-check-in or at the self-check-in kiosk upon arrival, please enter the required details (name, address, and passport information for foreign nationals without a registered address in Japan) for all accompanying guests.

You will need to present your passport or Residence Card (Zairyu Card).
• Foreign Visitors without a residence in Japan: In accordance with Japanese law, you MUST present your valid passport for verification and copying upon check-in.
• Foreign Residents living in Japan: Please present your Residence Card (Zairyu Card) or Special Permanent Resident Certificate.

Yes, the hotel is approximately a 10-minute walk from JR Otaru Station.
For detailed maps and step-by-step walking directions, please check the 'Access' page on our website.
*If you are traveling with heavy luggage or during inclement weather, taking a taxi from JR Otaru Station (approx. 3 minutes) is also recommended.

We apologize, but we do not offer any shuttle or pick-up services.
Please use public transportation or a taxi to reach the hotel.
• Walking: Approx. 10 minutes from JR Otaru Station.
• Taxi: Approx. 3 minutes from the JR Otaru Station taxi stand.

Taking the JR Rapid Airport Express train is the fastest and most convenient option (approx. 75 minutes direct).
• By Train (Recommended):
Take the JR Rapid Airport Express directly from New Chitose Airport Station to JR Otaru Station (approx. 75 minutes). From Otaru Station, it is a 10-minute walk or a 3-minute taxi ride to the hotel.
• By Car:
Take the expressway (Hokkaido Expwy / Sasson Expwy) to Otaru IC (approx. 70 minutes), then proceed to the hotel.
*For detailed maps and access info, please visit the Access page on our website.

Yes, our front desk staff can assist you with calling a taxi during staff operating hours (9:00 AM – 10:00 PM).
Please feel free to ask our staff at the front desk.
*Important Notes:
• Taxi availability depends on weather, traffic, and taxi company dispatch conditions. During peak hours or severe weather, there may be delays or taxis may be unavailable.
• During unstaffed hours (10:00 PM – 9:00 AM next day), please arrange a taxi yourself using taxi apps (such as GO) or phone numbers provided at the property.

Yes, we have an outdoor surface parking lot located a 1-to-2-minute walk from the hotel (up to 4 vehicles, advance reservation required).
• Reservation Required: Parking spots are limited and operated on an advance reservation basis (e.g., booking a 'Parking Included' plan). Please make sure to reserve in advance if you plan to arrive by car.
• If Full: If our parking lot is fully booked, please use nearby public coin-operated parking lots (paid by guest).
*Disclaimer: The hotel is not responsible for any accidents, theft, or damages that occur in the parking lot.

Yes, if you wish to use the hotel parking lot, you MUST book a 'Parking Included' room plan in advance.
• Parking spaces are limited and available exclusively for guests who have booked a 'Parking Included' plan.
• If you booked a standard plan without parking, our hotel parking lot cannot be used. Please use nearby public coin-operated parking lots (paid by guest).
*Disclaimer: The hotel is not responsible for any accidents, theft, or damages that occur in the parking lot.

Yes, you can enter and exit the parking lot freely during your stay (from check-in to check-out).
• Reserved Spot: Since parking spots are reserved in advance, your assigned spot will remain yours even when you take your car out.
• Late Night / Early Morning: Please be mindful of noise (engine sounds, headlights) when coming and going during late-night or early-morning hours out of courtesy to our neighbors.
*Disclaimer: The hotel is not responsible for any accidents, theft, or damages that occur in the parking lot.

We apologize, but we cannot accommodate oversized vehicles.
• Vehicle Size Limit: Our parking spots are suitable for standard passenger vehicles only (including sedans, SUVs, and minivans).
• Large Vehicles: Buses, trucks, microbuses, and camper vans/RVs are not allowed to park.
*If you are arriving in a large vehicle, please locate and arrange parking at a nearby public parking facility that accommodates oversized vehicles prior to your visit.

The hotel assumes NO responsibility or liability for any accidents, collisions, damage, theft, or disputes that occur within the parking lot.
Guests are solely responsible for their vehicles and personal belongings. Please do not leave valuables inside your vehicle and drive with caution at all times.

Amenities vary slightly depending on the room type, but the following items are available:

[ Provided in Your Room ]
• Toothbrush set
• Skincare set (Makeup remover, Face wash, Toner, Emulsion)
• Cotton pad & cotton swab set

[ Available at the Amenity Bar near the Front Desk (Staff Hours: 9:00 AM – 10:00 PM) ]
• Body wash towel / Razor / Hair tie / Hairbrush

*Important Note for Unstaffed Hours (After 10:00 PM):
During unstaffed hours after 10:00 PM, only Toothbrushes, Razors, and Hairbrushes will be available at the amenity bar. If you need body wash towels or hair ties, please collect them before 10:00 PM.

Room facilities may vary slightly by room type, but standard amenities include:

• Connectivity & Climate Control: Free Wi-Fi, Air Conditioning / Heating, Air Purifier with Humidifier
• Appliances: TV, Refrigerator, ReFa Hair Dryer
• Linens & Sleepwear: Bath Towels, Face Towels, Nightwear (Room Wear), Slippers
• Tableware & Items: Coffee Cups, Drinking Tumblers
• Bathroom & Washroom: ReFa Shower Head, Private Bathroom (Bathtub or Shower Booth), Bidet Toilet (Washlet)

*For detailed room layouts and specific facilities by room type, please check the Rooms page on our website.

Yes, all guest rooms are stocked with a POLA 'HITOTOKI' skincare set.

This unisex skincare line is suitable for all guests. The following 4 items are provided directly in your guest room:
• Makeup Remover (Cleansing)
• Face Wash
• Facial Toner (Lotion)
• Facial Emulsion (Moisturizer)

*Important Note: Skincare sets are provided in guest rooms only. They are not available at the Amenity Bar, and extra sets cannot be provided upon request.

Yes, charging cables are available for loan at the front desk.
• Supported Cables: USB Type-C and Lightning (for iPhone)
• Rental Location & Hours: Front Desk (during staff operating hours 9:00 AM – 10:00 PM)
*Important Notes:
• Quantities are limited and available on a first-come, first-served basis.
• Cable rentals are unavailable during unstaffed hours (after 10:00 PM). Please request one early if needed.

We offer a variety of rental items free of charge at the front desk.
[ Available Rental Items ]
• Wine glasses
• Wine opener (corkscrew)
• Smartphone / Cell phone chargers
• Voltage transformers / Plug adapters
• Nail clippers
• Thermometer
• Sewing kit
*Important Notes:
• Rental items must be requested and returned at the front desk during staff hours (9:00 AM – 10:00 PM).
• All items are limited in quantity and available on a first-come, first-served basis.

All rental items must be picked up and returned directly at the front desk.
Please note that guest rooms are NOT equipped with in-room telephones. If you wish to borrow any rental items, please visit the front desk counter in person.
*Important Notes:
• Pickup and return are available ONLY during front desk staff operating hours (3:00 PM – 10:00 PM).
• Rental items are limited in quantity and provided on a first-come, first-served basis.

We apologize, but electric kettles are not provided in the guest rooms.
If you need hot water, please use the water dispenser located in the lobby (1st floor), which dispenses both hot and cold water.

Yes, an air purifier with a built-in humidifier is provided in all guest rooms.
Please feel free to use it during your stay.
*To use the humidifying function, please fill the water tank with tap water from your room's sink.

We apologize, but we do not offer a wake-up call service.
Since guest rooms are not equipped with in-room telephones, please set an alarm on your smartphone or personal clock.

All guest rooms are equipped with a compact 20-liter refrigerator (single-door type).
It is suitable for keeping drinks and small snacks chilled.
*Important Note: The refrigerator does NOT have a freezer compartment. It cannot be used to store ice cream or frozen items.

We apologize, but guest rooms are NOT equipped with in-room safes, and we do not offer valuable storage services at the front desk.
Guests are kindly requested to take full responsibility for managing and safeguarding their own personal belongings and valuables during their stay.

Yes, all guest rooms are equipped with individually controlled air conditioning systems.
You can freely switch between heating and cooling and adjust the temperature and fan speed to your comfort during your stay.

We apologize, but complimentary bottled water is not provided in guest rooms.
Instead, please use the water dispenser (dispensing both hot and cold water) located in the 1st-floor lobby. You are welcome to use the drinking tumblers provided in your guest room to fetch water.

We kindly ask guests NOT to dye or color their hair anywhere inside the guest room (including the bathroom and washroom).
Hair dyes can cause permanent staining and severe damage to bathtubs, sinks, walls, and bath linens (towels/nightwear).
*Please note: If any stains, damage, or discoloration occur due to hair dyeing, additional cleaning or replacement fees will be charged to the guest.

Cooking policies differ depending on the building you are staying in:

• Hotel Building: Cooking is STRICTLY PROHIBITED.
To prevent fire hazards, triggering smoke detectors, and persistent odors, cooking of any kind (including bringing your own cooking equipment) is not allowed in the Main Hotel Building.

• Ishizura (Historic Stone Warehouse Annex): Cooking IS PERMITTED.
The Ishizura unit is equipped with a portable IH (induction) cooktop, cooking utensils, and tableware for your use.

*Strict Rules for Ishizura Guests:
Open-flame equipment (such as portable gas stoves), bringing hot plates/griddles, and cooking foods with extreme odors are STRICTLY FORBIDDEN.

We apologize, but we do not provide additional pillows or blankets beyond what is set in the room.
Bedding is provided in your room according to the number of registered guests in your reservation. Thank you for your understanding.

We apologize, but we do not have baby cribs available. However, we do offer bed guards free of charge.
If you would like to request a bed guard, please contact us in advance by email prior to your stay.
*Important Notes:
• Bed guards are limited in quantity and subject to availability (first-come, first-served basis).
• On-the-day requests can only be handled during front desk staff hours (3:00 PM – 10:00 PM).

We apologize, but we do not offer rental items or specialized equipment for infants and toddlers (such as baby cribs, strollers, or baby food warmers).
(*Bed guards are the only exception, available in limited quantities upon advance request.)
We kindly ask parents and guardians to bring all necessary baby supplies and items for your stay.

Yes, we provide children's slippers and toothbrushes free of charge upon request.
Please ask for them at the front desk counter during staff hours (3:00 PM – 10:00 PM).
*Important Notes:
• We do not provide room delivery service for rental items or amenities.
• Amenities cannot be provided after 10:00 PM as the front desk is unstaffed overnight (10:00 PM – 9:00 AM next day).

Yes, you can use the water dispenser located in the 1st-floor lobby.
The water dispenser provides hot water and is available for your use at any time. Please bring your baby bottle or container to the lobby dispenser.
*Note: Electric kettles and room delivery services are not provided in guest rooms.

Yes, streaming services are available on the TVs in all guest rooms.
By connecting your smartphone, tablet, or laptop to the guest room Wi-Fi, you can cast or mirror your content directly onto the TV screen.
*Important Notes:
• Paid streaming services (e.g., Netflix, Amazon Prime) require your own personal subscriber account.
• Please ensure you log out of any personal accounts or disconnect your devices prior to check-out.

We apologize, but connecting external devices to the guest room TVs is strictly prohibited.
To prevent equipment damage, port malfunctions, and wiring issues, guests are kindly requested NOT to alter cable connections or attach external devices to the TVs. Please use the Wi-Fi casting/mirroring function instead to stream content.

Yes, two-piece sleepwear (top and pants) is provided in all guest rooms in a standard one-size-fits-all (adult size).
Please feel free to use them during your stay.
*Note: Sleepwear/pajamas for children are not available.

We apologize, but we do not provide sleepwear or pajamas for children.
We kindly ask parents and guardians to bring suitable sleepwear for your children.

You may wear the provided room sleepwear and slippers on your guest room floor only.
However, wearing sleepwear or slippers in the 1st-floor lobby area and outside the hotel building is STRICTLY PROHIBITED. Please ensure you are wearing regular clothes and shoes when visiting the lobby or leaving the hotel property.

Yes, windows can be opened for fresh air and ventilation.
However, for safety and security reasons, window openings are restricted to a safe limit using built-in safety locks. Please note that some guest rooms have non-opening windows due to the building's structural design.
*Please note: Please take care to prevent insects from entering and ensure windows are closed during heavy rain or strong winds.

Yes, complimentary Wi-Fi is available throughout the entire hotel building and in all guest rooms.
The network ID (SSID) and password for connection can be found on the information guide inside your guest room.

We apologize, but wired LAN connections (Ethernet ports/cables) are not available.
Please use our complimentary Wi-Fi connection available in all guest rooms and throughout the hotel building.

Yes, a microwave is available for guest use in the 1st-floor lobby.
It is accessible 24 hours a day to warm up meals or light snacks.
*Note: Microwaves are not installed in guest rooms.

No. The entire hotel building, guest rooms, and hotel premises are strictly NON-SMOKING.
This policy applies to all tobacco products, including e-cigarettes and heated tobacco/vaping devices.
*Important Note: If smoking or tobacco odor/ash is found in a guest room or indoor area, a special cleaning fee and damage compensation charge for room unavailability will be assessed.

Yes, various rental items are available at the front desk counter.
In addition to wine glasses, we offer wine openers, bottle openers, nail clippers, thermometers, sewing kits, and mobile phone chargers.
Please request them at the front desk counter during staff hours (9:00 AM – 10:00 PM).
*Important Notes:
• All rental items are limited in quantity and available on a first-come, first-served basis.
• We do not provide room delivery service for rental items.
• Rental items cannot be provided after 10:00 PM as the front desk is unstaffed overnight (10:00 PM – 9:00 AM next day).

We do not offer in-room or in-hotel massage services.
However, we partner with a local wellness parlor located just a 1-minute walk from the hotel, offering facial and body massage treatments at exclusive guest rates.
For details, menu options, or reservation inquiries, please ask our staff at the front desk counter during staff hours (9:00 AM – 10:00 PM).

Guest rooms are not equipped with in-room telephones.
• During Staff Hours (9:00 AM – 10:00 PM):
Please visit the front desk counter on the 1st floor directly for any assistance or inquiries.
• Overnight Unstaffed Hours (10:00 PM – 9:00 AM next day):
For urgent matters or emergencies, please call the dedicated overnight hotline provided in your room information guide.
*Important Note: Overnight hotline support is limited strictly to emergencies (e.g., facility breakdowns, safety issues). Extra amenities or rental equipment cannot be provided overnight.

Yes, all guest rooms are equipped with a table that can be used for both working and dining.
While the shape and size of the tables vary by room type (e.g., standard desks or low tables), all rooms feature free Wi-Fi and accessible power outlets for computer work.
Additionally, counter tables equipped with power outlets and dedicated Wi-Fi are available in the 1st-floor lounge for guest use.

We apologize, but ocean views are not available from any of our guest rooms. We kindly ask for your understanding in advance.

Yes, there is a 24-hour convenience store located about a 2-minute walk to the right after exiting the hotel.
Please feel free to ask at the front desk for detailed directions.

Please check the local sightseeing map.

We apologize, but there are no coin laundry facilities or laundry/dry cleaning services inside the hotel.
As there are also no coin laundries within walking distance, we strongly recommend bringing sufficient clothing for your stay or planning ahead if you intend to use a laundromat (vehicle or transit required).

We apologize, but we do not have an onsen or public bath on-site.
Depending on your room type, guest rooms are equipped with either a bathroom with a bathtub or a shower booth.

We do not have a hotel-operated restaurant.
However, an independent sushi restaurant is located on the 1st floor of Lighthouse Otaru ISHIGURA, open for lunch and dinner.
Please contact the restaurant directly for business days, hours, and reservations.

Sushi-dokoro Maeda
TEL: 080-4508-6300 (+81-80-4508-6300)

Unfortunately, we do not offer breakfast or any other meal services at the hotel (room-only stay).
We kindly ask guests to make use of nearby restaurants or the convenience store (approx. 2-minute walk).

No, breakfast cannot be added.
As our hotel does not provide any meal services, we are unable to accept same-day requests or arrangements for breakfast. We kindly ask for your understanding.

We apologize, but the use of food delivery services is not permitted at our hotel.
We kindly ask for your understanding and cooperation to ensure hotel security and smooth operations.

Yes, you are welcome to bring food and beverages into your guest room.
• Cutlery: Please note that cutlery (spoons, forks, etc.) is not provided in Hotel Building guest rooms.
• Etiquette: We kindly ask for your cooperation in avoiding items with strong odors or food/drinks that may stain or damage the room.

We apologize, but we do not offer arrangement services for cakes, flowers, or other special items.
Please note that front desk storage is not available for refrigerated items such as fresh cakes. If you bring your own cake, please store it in your guest room’s refrigerator.

Yes, we would be happy to prepare one.
If you inform us in advance via the request field during booking or by contact prior to your arrival, we can place a simple message card in your room for occasions such as birthdays or retirement celebrations.
Please let us know your preferred message when making your request!

Yes, you can send packages to the hotel prior to your stay.
Please make sure to clearly write the following details on the shipping label:
• Reservation Holder’s Full Name
• Check-in Date
• Package Contents
*If this information is missing, we may not be able to accept the delivery.
Important Notes:
• Unacceptable Items: Items requiring temperature control (refrigerated/frozen), hazardous materials, and valuables cannot be accepted.
• Payment: We cannot accept Pay-on-Delivery (COD) packages. All shipping charges must be prepaid.

Yes, we can receive your deliveries if you contact us in advance by email or phone.
When placing your order, please instruct the seller to clearly include the following on the shipping label:
• Reservation Holder’s Full Name
• Check-in Date
• Package Contents
Important Notes:
• Unacceptable Items: Items requiring temperature control (food, refrigerated/frozen items), hazardous materials, and valuables cannot be accepted.
• Payment: We cannot accept Pay-on-Delivery (COD) packages. Orders must be fully prepaid.

We apologize, but as a general rule, we do not provide flower arrangement services, nor do we accept or store delivered flower bouquets.
While you are welcome to bring flowers with you personally, if you have special circumstances (such as a delivery or surprise request), please contact us in advance by email or phone to consult with our team.

Yes, you are welcome to bring balloons and decorations.
However, please refrain from any actions that may damage the room, such as using tape on walls or fixtures, pushpins, or nails.
*Please note that repair or cleaning fees may apply if any damage or stains are found on the walls or furnishings.

Unfortunately, we do not have full-time fluent foreign-language-speaking staff.
However, we will do our best to assist you using translation devices or apps. We appreciate your understanding.

Our hotel is strictly non-smoking throughout the entire premises.
Please use the designated smoking area for all smoking (including e-cigarettes and heated tobacco products).
*Please note: If smoking is detected inside a guest room or anywhere on the property, a special cleaning fee and damage compensation fee will be charged.

Yes, please consult with our front desk staff.
Our staff will be happy to assist you.
*Please note that taxi availability may be limited during early mornings, rainy weather, or peak hours, and we may not always be able to secure a ride immediately.

Yes, we may be able to assist you during front desk operating hours.
Please feel free to ask our staff.
*Please note that we may not always be able to complete reservations depending on restaurant availability, business hours, or peak times.

We apologize, but we do not provide room decoration services or cake arrangement services.
Additionally, front desk storage is not available for refrigerated items such as fresh cakes.
*Guests are welcome to bring their own decorations, provided they do not damage the room walls or furnishings.
*Upon request, we can prepare a free simple message card in your room. Please feel free to contact us in advance!

Please prioritize your personal safety and evacuate calmly according to the in-room emergency information.
Please note: Our hotel does not have a public address (PA) system, and staff are NOT on-site during nighttime hours (10:00 PM – 9:00 AM). Please take note of the following upon arrival:
• Evacuation Routes: Check the emergency evacuation map on the back of your guest room door to locate the nearest exit.
• Emergency Services: In case of fire or medical emergency, please dial 119 directly (Fire/Ambulance).
• Nighttime Contact: For urgent issues during nighttime hours, please call the emergency phone number listed in your room directory.

During staff hours (9:00 AM – 10:00 PM), please consult with our front desk staff. We can provide information on nearby clinics or pharmacies.
• Nighttime & Emergency (10:00 PM – 9:00 AM): Staff are not on-site at night. In the event of a severe medical emergency, please dial 119 directly for an ambulance.
• Medication Policy: Please note that due to Japanese pharmaceutical laws, the hotel cannot provide any oral or topical medications to guests.

We apologize, but exceeding the maximum occupancy limit for any guest room is strictly prohibited by fire safety regulations and local laws.
If your group exceeds the room capacity, you will need to book an additional room.
*If you are traveling with young children (infants/toddlers who do not require an extra bed), please contact us in advance regarding our co-sleeping policy.

Yes, registered guests can enter and exit the hotel 24 hours a day.
Our entrance is secured with a PIN code auto-lock system. To enter the building during nighttime or after hours, please enter the PIN code sent to you via pre-arrival email or provided at check-in.

Yes, registered guests can enter and exit 24 hours a day. There is no curfew.
For guest security, the main entrance is auto-locked 24 hours a day. When returning to the hotel, please enter the entrance PIN code provided in your pre-arrival email or at check-in.

To ensure a safe and comfortable stay, we have implemented the following security systems:
• 24/7 PIN Code Auto-Lock: The main entrance is auto-locked 24 hours a day. Access requires entering the PIN code provided prior to or upon arrival.
• Guest-Only Access: For safety and security reasons, non-registered visitors are strictly prohibited from entering the hotel premises and guest rooms.
• Security Cameras: Security surveillance cameras are operational in common areas for guest safety.

There are no specific operating hours—the service is available 24 hours a day during your stay.
Coffee, tea, and green tea are available in the lobby. Please feel free to enjoy them in the lobby or take them back to your room at any time.

We apologize, but our hotel is not barrier-free accessible.
• No Elevators: The building does not have an elevator, and guest rooms are accessible by stairs only.
• Steps & Stairs: There are steps at the entrance and throughout the building.
• Room Facilities: We do not have accessible guest rooms or wheelchair-friendly restrooms.
If you have mobility difficulties or concerns about using stairs, please contact us by email or phone prior to booking.

Yes. Our hotel observes Quiet Hours from 10:00 PM to 7:00 AM.
To respect our neighbors and other guests, please keep noise levels to a minimum during these hours. The following activities are strictly prohibited:
• Loud conversations, parties, or drinking gatherings
• Playing music, TV, or videos at high volume
• Talking loudly near open windows or on balconies
• Running or jumping in guest rooms or hallways
• Slamming doors shut
*If noise complaints are received, our staff will contact you directly. Guests who fail to comply with warnings may be asked to leave the premises immediately or reported to the local police. In such cases, no refunds will be provided.

Yes, there is an outdoor designated smoking area located behind the hotel.
All guest rooms and indoor areas are strictly non-smoking (including e-cigarettes and heated tobacco). Please use the designated outdoor area for all smoking.
*To show respect for our neighbors, please refrain from smoking or littering in non-designated areas around the property.

We do not have an ice machine on the premises. If you need ice, please purchase it at a nearby convenience store.
However, a filtered water dispenser (providing hot and cold water) is available in the lobby. Please feel free to use the tumblers provided in your guest room.

We apologize, but there are no vending machines inside the hotel.
However, complimentary coffee, tea, and green tea are provided in the lobby 24/7 for your enjoyment. For soft drinks, alcoholic beverages, or other items, please use the nearby convenience stores or public vending machines.

We apologize, but our hotel does not have an elevator.
All guest rooms are accessible by stairs only. If you have mobility difficulties or concerns about using stairs, please contact us by email or phone in advance.
*If you require assistance carrying heavy luggage, please ask our front desk staff during staff hours (9:00 AM – 10:00 PM).