FAQ

About accommodation

QWhat time is check-in/check-out?

ACheck-in starts at 3 p.m. Guests are asked to check out by 11 a.m.　
(If the plan you have selected has set times, these will take precedence.)

QIs there a curfew?

AThere is no curfew, but for security reasons we lock the automatic door at the entrance between 1 and 6 a.m. The door can be opened with your room's card key.

QHow much do you charge for children?

AThere is no set accommodation price for children. Children 6 years and older will be charged as adults. If you are accompanied by a child 5 years or younger and share a bed, you will not be charged extra. For children 5 and under, one child per adult is permitted.

QWhen do I pay?

APayments will be requested at check-in. You may pay by cash or credit card. When booking online, some plans may allow for paying by credit card when making your reservation.

QWhen are cancellation fees charged?

A50% cancellation fee will be charged for cancellations made the two day before your reservation. 80% will be charged for the day before your reservation, 100% will be charged for on-the-day cancellations, and 100% if you cancel without notifying the hotel.
※Separate cancellation conditions apply to group (over 15 rooms) reservations. Please consult the front desk for details.

QCan I be put on a waiting list?

AUnfortunately we do not have a waiting list.

QCan I change or cancel a reservation by phone?

AThis is possible only for customers who have made reservations directly by phone or on our website. For those who have used a travel agency or third-party site, please contact them directly regarding your request.

QCan I use a KEIO Passport Card at the hotel?

AYes. This card can be used to pay and collect points.

QDo you accommodate pets?

AUnfortunately, pets are not allowed in the hotel, except for assistance dogs (guide dogs, etc.) staying in the same room as their owner.

QIs a bassinet available?

AYes, bassinets are available for rent free of charge. Please inquire at the front desk should you need one. It may not be available due to the room type.
*Limited quantities are available. Please let us know in advance.

About breakfast

QWhat are the breakfast hours?

AFrom 6:00 to 11:00. (Last order at 10:30)

QCan I make a reservation?

AWe do not accept reservations. Guests are served in order of arrival.

QCan I get my breakfast to-go?

ATake-out is not allowed.

QIs there room service?

ANo.

QIs it possible for persons other than hotel guests to have breakfast?

AWe ask that only our hotel guests join us for breakfast.

QCan we utilize the breakfast venue with nightwear and slippers on?

AWe ask guests to refrain from wearing nightwear or slippers at the breakfast.

About services

QCan I keep my luggage before the check-in time on the Check-in date?

AYes. We will be happy to check your luggage for you.

QCan I keep my luggage after Check-out?

AYes. You can use Locker Room for free when you pick them up on the Check-out date.
Please feel free to ask us if you have other reservations in a few days.
Due to the limited space to store them, we might be refused to keep the luggage.
Your cooperation and understanding are highly appreciated in advance.

QCan I send my luggage to the hotel in advance?

AYes. Please read carefully the followings before you send packages. Reservation name & Check-in date must be specified on the slip.
-The delivered packages may be refused without any prior notifications to the sender when we cannot confirm the reservation name in our record.
-Bill recipient service is unacceptable.
-Chilled or Frozen items are unacceptable.
-The delivery date is required specifying the one day before Check-in date due to the limited space to store them.

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11-1 Kita 8-jo Nishi 4-chome, Kita-ku, Sapporo, Hokkaido 060-0808
Keio Prelia Hotel Sapporo / ATTN: Reservation Name / C-IN: mm-dd
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QCan I check items that need refrigeration or freezing?

AUnfortunately, we do not accept such items.

QCan I check valuables?

APlease use the safety box in your room for storing valuables.

QIs it possible for persons other than hotel guests to utilize the large public bath?

AWe ask that only our hotel guests utilize the large public bath.

QWhat are the operating hours of the public bath?

AThe bath may be used from 3 p.m. to 1 a.m. in the evening and 5 a.m. to 9 a.m. in the morning. Remember to bring your card key and towels from your room.
(The public bath is reserved for guests staying at our hotel.)

QWhat is the business hours for the fitness room?

AIt is open from 5:00 to 23:00.
Please bring an exercise outfit and shoes as we do not rent these items.

QIs there coin laundry?

AThere are coin laundry machines on the 2nd floor. In addition, we have 1 women only coin laundry machines.
Coin laundry machines for both genders are available 24 hours. However, women only coin laundry machines are available within the business hours of large public baths.

QAre there humidifiers in the rooms?

AAll rooms are equipped with humidifiers and air-purifiers. Their water tanks are left empty for sanitary reasons. Please fill them when you wish to use these devices.

QAre ice dispensers and microwaves available?

AThere are ice dispensers on each floor. Microwaves are located on 1F Guest’s Lounge at 15:00-23:00 and 2F Public Area at 24H.

QAre there smoking areas?

AAll rooms are non-smoking (including electric cigarettes). Please use the smoking room on 1F.

QCan I use Wi-Fi?

AFree Wi-Fi is available throughout the building.

QCan I exchange currency at the hotel?

AWe do not offer currency exchange but can guide you to the closest bank/ATM.

QCan I accept guests in my room?

APlease meet with any guests you may have in the hotel lobby.

QIs there a parking lot?

AWe have a multilevel parking lot within our premises for ¥2,000/night (tax included)
It’s on a first come first served basis and we do not accept reservations.
*Handicap parking spaces are also located inside our parking lot. Please let us know in advance.

QIs there a parking area for bicycles?

AWe do not have a parking area for bicycles.

QIs there a convenience store inside the hotel?

AThere is not a convenience store inside the hotel, however, there is one within one-minute walk from the hotel.