FAQ

FAQ

Rooms & Rates

  • Does my reservation require any guarantee?

    All confirmed reservations requires a 20% deposit and full payment to be made in line with the terms and conditions of the specific rate type chosen.

  • Do your apartments have wifi?

    Wireless Internet is available throughout the apartment build and complimentary to guests staying at Yu Kiroro.

  • Do you have King size beds in all rooms inside the apartments?

    King size beds are available in all master bedrooms only and can be changed to twin beds on request. All other bedrooms have set twin bedding configurations. If you have any additional requirement, please contact the Reservation Department at reservation@yukiroro.com and our friendly Reservations Associates will be happy to assist.

  • Are safety deposit boxes available at Yu Kiroro?

    Yes, all bedrooms are equipped with a safe

  • Are there any “smoking rooms” available?

    Smoking is strictly prohibited within the Yu Kiroro building and we reserve the right to issue fines for guests found smoking on premise. A designated smoking area is available. Please do not hesitate to ask our friendly Guest Services Team for more information.

  • Are there laundry facilities available?

    All apartments contain washing machines and dryers

  • What cooking facilities are available?

    Each apartment is equipped with private cooking facilities including electrical stove and combination oven. Cooking utensils such as pots, pans, chopping boards, kettle are available in the apartment. Salt, pepper cooking oil and soy sauce will also be provided and replenished when needed.

  • Is there a coffee machine in the apartments?

    All apartments are equipped with a Nespresso machine. Coffee capsules will be replenished during your housekeeping service.

  • What are the check-in and check-out times of the hotel?

    The standard check-in time is 15:00pm and check-out at 10:00am

  • What proof of identity do I need at check in?

    If you are a non-resident of Japan, by law we are required to make a copy of your passport.

    If you are a resident of Japan, you are only required to show your residents card.

    We also kindly ask that you provide your credit card details in case of any in-room purchases during your stay.

  • What happens if I lose my key?

    There is a replacement fee of JPY1,000 if you lose your room key.

  • Are pets allowed at Yu Kiroro?

    Pets are not allowed at Yu Kiroro. However, if you are travelling with your furry friend, please contact Reservation@yukiroro.com for alternative accommodation options. The Sheraton Hokkaido Kiroro Resort has a limited number of pet friendly rooms which can accommodate a maximum of 2 pets of less than 15 kgs each per room.

  • Travelling With Children

  • What facilities are available for children?

    There is a Kid’s Space at the hotel equipped with books, a mini playground and TV. There is also a Family Space for the whole family to relax and enjoy each other’s company.  Please note that this is not a childcare service and that parental supervision is required.
    Rental of board games and PlayStation is also available. Please reach out to our friendly Yu Services Team when you are at the property.

  • Are baby cots and highchairs available?

    Yes, these items are available on request and cost an additional JPY5,000 per night.

  • Dining

  • Where is breakfast served?

    Yu Kiroro guests have the option of breakfast at Yukashi in the Yu Kiroro lobby or at Jura in the Sheraton Hokkaido Kiroro Hotel.

    For winter season 2020/21, all guests must pre-book a time for breakfast.

  • Are vegetarian options available in the restaurant?

    Vegetarian selections are available. If you have any specific dietary requirements, please contact our Yu Services team before your stay.

  • Facilities

  • Is there an onsen in the hotel?

    Yu Kiroro has its own natural onsen located on the second floor of the building. The onsen bath is separated by male and female. Private onsen room is also available for booking if you would like to have more privacy.
    Kindly note that availability of the private onsen is subject to availability at the point of request and a booking fee will apply to confirm the reservation.

  • Where can I store my ski gear?

    Skis and snowboards are not permitted in the Yu Kiroro apartments. Our Ski Valet service is complimentary for of all our guests and allows you to safely and conveniently store your ski gear when not in use and overnight.

  • Is there a Fitness Centre in the hotel?

    Yes, feel free to work out at the Yu Kiroro Gym which is open 24 hours a day.

  • Is there a Swimming Pool in the hotel?

    There is no swimming pool in the hotel. But Yu Kiroro guests can use the swimming pool in Kiroro Town. Entry fees apply.

  • If I arrive before check in or have a late flight, is there anywhere for me to store my luggage?

    Our friendly Yu Services team will be more than happy to store your luggage so you can start exploring the resort upon arrival.

  • Can Yu Kiroro help me to book all activities required for my holiday?

    Yes, the Yu Services team are happy to book all your holiday essentials including transfers, lift passes, equipment rental and lessons before you arrive. A concierge desk is also located in the lobby to assist you with any last minute bookings so you can have a stress free stay at Yu Kiroro.

  • Is parking available?

    Yes, there is complimentary outdoor parking available for Yu Kiroro guests. Please note that there is limited parking availability on site and it is available on a first come, first served basis. All other parking is available in the Kiroro Resort carpark which is a two-minute walk from the condominium hotel. Please contact reservation@yukiroro.com before your arrival to secure your parking space.

  • General Information

  • How long does it take from the airport to Yu Kiroro?

    It can take 1.5 to 2 hours depending on the mode of transport and traffic conditions. Please feel free to contact our Reservations or Guest Services teams for recommendations and booking assistance according to your travelling needs.

    You can also find more information on how to travel to Kiroro Resort during Winter and Summer at the links below.

    Winter: https://www.kiroro.co.jp/access-winter/

    Summer: https://www.kiroro.co.jp/access-summer/

  • Where is the closest petrol station?

    Shinko Otaru is the closest petrol station and it operates 24 hours a day.

  • Is there an ATM in the resort?

    Unfortunately, there is no ATM in the resort. The closest ATM is located in Lawson at Boyodai. We strongly advise all of our guests to make sure they have enough cash before arriving at Kiroro. Credit cards are also accepted at most of the Food and Beverage outlets within the resort.

    There is a currency exchange machine available in The Kiroro: A Tribute Portfolio Hotel.

  • Are there any grocery stores or shops in the resort?

    Yes, groceries are available to purchase at The Resort Market located in Kiroro Town. You will be able to find items that you can cook in the comfort of your own apartment. These stores also stock souvenir items and gifts.

    Alternatively, Yukashi Restaurant offers a convenient grocery delivery service to Yu Kiroro guests.

  • How do I get to the Kiroro Mountain Centre?

    Simply take the Gateway Express or catch the free in-resort shuttle bus which runs between Yu Kiroro, the Mountain Center, Sheraton Hokkaido Kiroro Resort and The Kiroro, a Tribute Portfolio Hotel, Hokkaido. The bus ride takes approximately 3 minutes.

  • Is it possible to send my ski gear and luggage prior to arrival?

    Yes, guests who have made a reservation at Yu Kiroro can send their ski gear and / or luggage up to 7 days prior to your arrival date and we will store your gear in a secure location.

    Address: Yu Kiroro, 128-9 Aza Tokiwa, Akaigawa-mura, Yoichi-gun, Hokkaido
    Postal code: 046-0571
    Phone: + 81 (0) 135-48-6789

    Please inform reception of any incoming luggage and be sure to include your name and your reservation number. All deliveries must be paid for prior to arrival. Yu Kiroro does not accept unidentified or unpaid delivery.