Can I use the hotel for day use?

Day use reservation is not available

What is the standard check-in and check-out time?

You may check in from 3:00 pm on the day of arrival and check out by 11:00 am on the day of departure.

Do you allow late check-outs?

Guests have the opportunity to extend their check-out time by one-hour intervals, with a fee of 1000 yen per hour. Please note that the latest permissible check-out time is 1:00 p.m.

Are non-alcoholic drinks included in the free drink service? Do you have any drinks for children?

Non-alcoholic drinks such as orange juice and apple juice are available.

Is it okay to leave the hotel after midnight?

You can exit the hotel without any issues as long as you have your room key.

Is the front desk open 24 hours?

Our dedicated staff members are available round-the-clock to assist you. However, please note that the front desk is temporarily closed between 1:00 a.m. and 7:00 a.m. If you require assistance during these hours, kindly use the doorbell located at the front desk to get in touch with our team.

When does complimentary beverage service begin?

Guests are invited to enjoy complimentary wine at Bar Ignis, located on the 10th floor, from 5:00 p.m. to 6:30 p.m.

Is it possible to send my luggage in advance to the hotel?

We kindly request that only prepaid luggage is accepted. Any baggage received in advance will be securely stored at the front desk. When sending your luggage, please ensure to include the date of your stay, the full name of the person who made the reservation, and include the hotel address in the mailing address.

Can I have the room service and restaurant charges directly to my room?

When you check-in, you can register your credit card and use it to request room service, paid amenities, and refreshments at the hotel. Any charges for these will be billed directly to your room.

How often are the towels replaced?

Daily room cleaning includes restocking amenities and changing towels.

Is it possible to issue multiple room keys?

Our room keys are cylinder keys, and we can provide a spare key upon request if needed.

Can minors stay overnight?

The consent of a parent or guardian is required for unaccompanied minors to stay alone. Please fill-out the letter of consent below: https://forms.gle/fVk2nCM112oyL5wi9< br>※Please note that one form is required per guest. We may contact the parent or guardian if deemed necessary.

What are the typical hotel guests?

On average, 60% of our guests are in their 30s, 30% are in their 20s, and the rest are in other age groups.

What are the hotel's security measures against outsiders?

Depending on the type of room chosen, there will be an additional surcharge of 2,000 yen per person.

Can I allow friends who are not staying overnight to enter my room?

Non-guests are not allowed to enter the guestroom floors.

Is it possible to upgrade my room?

You can upgrade your room for an additional fee, subject to availability. The upgrade fee varies depending on the date of your stay.

Is it possible to check in early?

In order to access your room before 3:00 p.m., you have the option to do so by paying an extra fee of 2,000 yen. However, please note that this is dependent on the availability of rooms. Therefore, we kindly ask you to inquire with us in the morning on the day you desire to utilize the room.

Can I leave my luggage at the front desk before check-in or after check-out?

Yes, you can leave your luggage at our front desk if it does not contain valuables or fragile items. Your luggage can be accepted from 7:00am on the day of check-in, until 11:00pm on the day of check-out.

What should I do if I am late for check-in?

If you are running late for the check-in time you have previously indicated, no special notice is required. However, please inform us in advance if you plan to arrive after midnight.

Do I need to show my ID at check-in?

No identification is required to check in. However, the hotel requires the written consent of a parent or guardian for those under 18 staying alone.

Does the room charge get settled at check-in?

We offer a variety of payment methods. If you select the Onsite Payment option, payment is due at check-in. Our Mobile Check-in option allows you to provide payment information, fill out your information online, and receive all hotel information ahead of time.

How often are the rooms cleaned for consecutive nights?

Between the hours of 9:00 a.m. and 2:00 p.m., we have a rotating cleaning schedule in place. During consecutive nights, our cleaning staff will focus on tasks such as collecting trash, replenishing amenities, and preparing linens, including sheets and covers. Please note that linens will be changed every four days.

Can items purchased on the Internet be delivered to the hotel in advance?

We kindly request that only prepaid package is accepted. Any package received in advance will be securely stored at the front desk. When sending your package, please ensure to include the date of your stay, the full name of the person who made the reservation, and include the hotel address in the mailing address.

Can I check out late at night or early in the morning?

A card key return box is available at the front counter after front desk hours. By using our Mobile check-out service, you can settle the room and complete the check-out procedure using your smartphone, so you can leave the room anytime by simply putting the card key in the dedicated return box located on the 1st floor.

Can you tell me more about the hotel's security measures for outsiders?

To ensure the safety and security of our guests, we have implemented comprehensive security measures. These measures include the strategic placement of security cameras throughout the premises, including at entrances and throughout the building. These cameras serve as an important tool in our efforts to maintain a secure environment for everyone.

How do you handle forgotten items?

To assist you in locating any lost items, we kindly request that you contact us via phone or email and provide the following information. Upon receiving your information, we will make every effort to promptly retrieve your lost belongings. For the return of lost items, we offer the option of cash-on-delivery. However, please be aware that any items not claimed within the specified period outlined in the Accommodation Agreement (Article 21) will be disposed of accordingly. Food and beverage items, in particular, will be promptly disposed of. If you require overseas shipment for your lost items, please reach out to us for further assistance.


What if I want to change the date of my stay after making a reservation?

If you made a reservation through a third-party booking agency, kindly refer to their website for the change procedure. On the other hand, if you booked through our official website, please check the confirmation email for the change procedure, or contact us directly at 050-3187-8557.

Can a receipt be issued separately for accommodation and other charges?

As long as the payment has been processed, separate receipts can be issued.

Is it possible to use PayPay, LINE PAY, or any other digital payment methods?

PayPay, LINE Pay, and Rakuten Pay are accepted.

Can I stay without a student ID card even though I made a reservation for a student plan?

To be eligible for the Student Plan, it is necessary to present a valid student ID card during check-in. If you fail to provide the required proof, the regular rate will be charged.

Is it possible to get a paper receipt?

If you opt for Onsite Payment, a paper receipt can be obtained from the front desk. However, if payment was made during the reservation process, a receipt cannot be issued. To learn more, please get in touch with the website you used to make the reservation.

What credit cards do you accept?

For local payment, the following credit cards are accepted JCB, VISA, Master, AMEX, Diners

How long in advance can I make a reservation?

You can make a reservation either online or by phone up to six months in advance. If you need to book beyond that period, please contact us directly for assistance.

Is it possible to book a room without a credit card?

The hotel allows guests to stay without a credit card, but please note that it may take longer to process your check-out.

Is it possible to stay at the hotel without a prior reservation?

While we may be able to accommodate walk-ins if rooms are available, we highly recommend making a reservation in advance to ensure availability.

Can a credit card be registered under a different name than the guest's?

Even if the name is different, there is no problem as long as the card can be used.

I don't intend to use room service during my stay, do I still need to register my credit card?

All hotel guests are required to register their credit cards without distinction in case of damage, stains, or loss of equipment in the hotel room.

Can I use a Debit Card to make a reservation?

Some items might not available to use with a debit card.

Do I need to make a deposit?

There is no deposit required, but we ask that guests register with a credit card as a guarantee during their stay.

Why do I need to register my credit card at check-in?

・As compensation for damage, stains, or loss of equipment in hotel rooms.
・In case of a smoking violation in a guestroom.
Our hotel may charge the registered credit card if the customer incurs any compensation during his or her stay.
Besides that, registering a credit card also offers other conveniences such as the ability to make payments at any facility in the hotel. Your understanding and cooperation are greatly appreciated.

Do I need to register my credit card at check-in even if I have already paid by credit card on the reservation site?

We apologize for the inconvenience, but credit card information cannot be taken over from the reservation site. That is why we ask guests to register their credit card again at check-in.

What is your cancelation policy?

The hotel has a standard cancellation policy, but if there is a specific cancellation policy for the plan you have selected, that policy will take precedence over the standard policy. In general, the following cancellation policies apply:

- No charge if canceled up to 2 days prior to check-in
- 100% of the room charge if canceled the day before check-in
- 100% of the room charge if canceled on the day of check-in
- 100% of the room charge for no-shows.


Do you have mineral water in the room?

Complimentary bottled mineral water is provided in your room, with the quantity corresponding to the number of guests staying in the room. For consecutive nights, we will replenish the bottled water based on the number of guests during the room cleaning process.

Can I smoke in my room?

To maintain a smoke-free environment, smoking is strictly prohibited in all guest rooms. However, we have designated a specific smoking area located outside on the first floor. It is important to adhere to this policy. Please note that smoking in any area other than your assigned room or the designated smoking area will be considered a violation of our rules. In such cases, a charge of 25,000 yen will be applied as a penalty for the violation. We appreciate your cooperation in maintaining a comfortable and healthy environment for all guests.

Is there a wired LAN available?

Unfortunately, there is no wired LAN provided in the room.

Can I request additional towels?

Yes, you can request additional towels free of charge. Requests can be made via your smartphone by accessing your Mobile Access account.

Where can I store valuables?

For the safety of your cash and other valuable belongings, we kindly request that you utilize the in-room safe provided in your room. We regret to inform you that the front desk cannot accept valuables for safekeeping. We appreciate your understanding in this matter, as it allows us to maintain the highest level of security and ensure the safety of your belongings.

Does the room have Wi-Fi?

Wi-Fi is available in all rooms for free. We will provide you with access information on site.

Is it possible to specify the floor and location of the room?

While we are able to accept requests, we regret to inform you that we cannot guarantee them in advance. It is important to note that our ability to fulfill requests depends on the room type and current availability. We will make every effort to meet your expectations, but there may be circumstances where it is not possible.

I'm staying with my friends. Can we have a room next to each other?

We are happy to accept requests from our guests, but we cannot guarantee that we will be able to fulfill them. Depending on the type of room and availability, we may not be able to meet all of your expectations.

Is there a room available that can accommodate three people?

Family rooms, twin rooms, king rooms, theater twin rooms, and theater king rooms are available. Please note, however, that no extra beds are available.

Can I call an outside massage service in my room?

We do not accept calls for massage services indoors.

Do you have pajamas?

Yes, we provide pajamas free of charge upon request. You can order them through our Mobile Access service or simply ask our front desk staff.

Does the room have a phone?

We have a smartphone dedicated to internal calls inside each room.

Do you have rooms with ensuite bathtubs?

All guest rooms have ensuite bathtub.

Can I use aromatherapy in my room?

We kindly request that you refrain from using aromatherapy in your room.

Can I watch other channels besides terrestrial digital broadcasting on the TV in your guest room?

The TV in the hotel room only provides Japanese terrestrial digital broadcasting. Our rooms are equipped with Apple TV compatibility, allowing guests to enjoy popular online streaming services such as Netflix, Prime Video, and others. Using the TV remote control, you can access and view content from these services. Please note that to watch these services, you will need to sign in with your own personal account.

Do you provide wake-up calls?

Unfortunately, we do not have a wake-up call service. Please use the alarm function of your smartphone or other devices.

Is it possible to connect Apple TV in a room?

Our rooms are equipped with Apple TV compatibility, allowing guests to enjoy popular online streaming services such as Netflix, Prime Video, and others. Using the TV remote control, you can access and view content from these services. Please note that to watch these services, you will need to sign in with your own personal account.

Do you have skin care products?

While skin care products are not provided in the guest rooms, a selection of skin care products can be purchased at the front desk. The osaji skin care set is available for 500 yen.

Can I open the window in my room?

Room windows can be opened and closed, but cannot be fully opened for safety reasons.

Is there make-up remover available?

Make-up remover is not available in the guest rooms, but it is available for purchase at the front desk. During your stay, please place an order for make-up remover through our mobile access service. Our staff will be happy to assist you with your request.

Is it possible to decorate my room?

There is no problem to decorate the room as long as you do not damage it.

Can I rent a wine glass?

If you wish to enjoy wine in your room, we offer rental wine glasses upon request. You can easily place your order through our Mobile Access service.

Can you provide an humidifier?

You can order an humidifier free of charge through our Mobile Access service.

Can I rent out games such as playing cards?

We have a variety of entertainment system, and games available for guests (Trump cards, UNO, Jenga, Othello, etc.).

Do you have room service?

Not available at the moment.

What equipment is available for loan?

We offer a variety of chargers, hair irons, beauty products, games and more. Please order through mobile access.

Do you have a DVD player?

DVD and Blu-ray players are available for rent for ¥1,000. Please note that the number of players available for loan is limited.

Will you bring your rentals to your room? Is it the format to get to the front desk?

We will bring it to your room.

Do you provide an hair dryer in the room?

We provide SALONIA hair dryers for our guests' convenience. However, please be aware that availability is subject to change, and we may not be able to fulfill your request depending on the current availability.

Do you provide any massage service?

There is no massage service available at our hotel.

Do you have hair irons available for loan?

We provide SALONIA hair irons for our guests' convenience. However, please be aware that availability is subject to change, and we may not be able to fulfill your request depending on the current availability.

Can I order Uber Eats at the hotel?

Yes. Nevertheless, we ask you to meet the driver yourself in the lobby or in front of the hotel.

Do you have any room where I can stay with my pet?

Unfortunately, we do not allow pets in our hotel rooms for the comfort and safety of all our guests.

Can I watch YouTube or Netflix on the TV in my room?

You can login to those services with your own account via the Apple TV system.

Do you provide extra beds?

We do not provide extra beds.

Can my child sleep with me?

Children under 6 years of age are welcome to stay in the same room free of charge, provided that the total number of children in the room does not exceed the maximum capacity. Please note that our standard provision of toiletries and towels is typically for two adults. If you require additional amenities or towels, please don't hesitate to ask our staff, and we will be happy to assist you.

Do you provide all the necessary cables for the Theater Room?

HDMI cables are available at the front desk.

What brand is the furniture in your room?

All furniture is custom made and not available for sale.

Can I adjust the temperature in my room?

Unfortunately, all rooms are centrally air-conditioned, and it is not possible to switch between heating and cooling or to adjust room temperature on a room-by-room basis.


Is it possible to separate the payment made via Mobile Access from the accommodation fee?

You can pay the room at check-in, and all in-building payments made via Mobile Access after that will be settled at the time of check-out.

Will all items ordered via the Mobile Access service be automatically added to the room?

When you order items via mobile access, such as room service or amenities, they will be automatically charged to the credit card that you registered in advance and delivered to your room.

What is Mobile Access?

Mobile Access is a convenient feature that allows guests to make various requests and orders with their smartphones. Guests can request towels and amenities, chat with the front desk, order room service, view information about the hotel, check-out billing, and much more. Please note that some of these services are only available to guests who have presented a credit card upon check-in.

Can I access it via an old phone?

Mobile Access is a service designed specifically to be used on smartphones. In spite of its possibility of working on older phones, it has not been tested for operability.

I'd like to use the mobile check-in system, but I'd like to pay cash. Is it possible to pay other than with a credit card?

Room charges are paid at check-in, while all in-house payments made through Mobile Access will be settled at check-out by credit cards. If you have any concerns, please contact us at the front desk.


Do you have a microwave on site?

There is no microwave available for public use in the building.

Is it possible for non-guests to use the lounge?

The lounge is available for use to non-guest as well.

Can I rent a bicycle?

We offer fat bike rentals for our guests to enjoy. The rental fees are calculated based on an hourly rate that may vary. However, please be aware that the number of available bikes is limited.

Is there a cleaning service?

No cleaning service is available at the hotel at the moment.

Is there a smoking area?

There is a smoking area located outside on the 1st floor behind the parking lot.

Is there a coin laundry available?

There is no coin laundry available in the building.

Can I meet someone in the lobby?

Certainly, you are welcome to invite your friends to the hotel lobby. However, we kindly ask that you refrain from inviting large groups to ensure the comfort and safety of all our guests. Thank you for your cooperation.

Is it possible for me to use the common areas before and after check-in?

You can use the lounge free of charge from 1:00 p.m. before check-in and until 1:00 p.m. after check-out.

Can I borrow cutlery and plates?

Yes it is possible. Please order through our Mobile Access service or ask at the front desk.

Do you have an ice machine?

There is no ice machine is available in the hotel.


Can I use the bar even if I am not staying at the hotel?

Of course! You are more than welcome to visit us at anytime.

What time does the bar close?

General business hours are from 19:30 to 23:30 (last order 23:00).

Is it possible to book the entire venue?

Booking the whole place is not possible at the moment.

Is there a menu for children or toddlers?

We do not offer a menu for children or toddlers at the moment.

Do you have a baby chair? Can I bring my own baby food to feed my baby?

Unfortunately, we do not have baby chairs available. You are of course welcome to bring your own baby food, and we can heat it up for you.

Can I use the bar without any reservation?

Of course, you are free to come anytime without reservation. We still recommend calling to check before coming.

Can I reserve a table?

Reservations can be made by phone.

Can I use a credit card at the bar?

We accept a variety of payment methods including credit cards, digital payments such as PayPay and LINE Pay, as well as QR code payments.

Can you tell me more about the breakfast?

At UNWIND HOTEL&BAR SAPPORO, we are pleased to offer complimentary in-room breakfast service to all our guests. Each morning, we will deliver a basket to your room, which includes a daily soup and bread prepared by the hotel using locally sourced ingredients from Hokkaido. During check-in, we will kindly ask for your preferred delivery time, ensuring that you can enjoy a delightful breakfast at your convenience.

Can you prepare cakes and birthday plates for birthdays and anniversaries?

whole cake is available for 3,900 yen (tax included). Please let us know at least 3 days in advance if you would like to order a whole cake.

Can you deal with allergies?

We would appreciate it if you let us know when making a reservation. We will respond to the extent of our ability.

Is there a dress code?

There is no specific dress code for our bar. While it is a hotel bar, it offers a casual atmosphere where guests can enjoy their meals in a relaxed setting. Feel free to dine comfortably and enjoy the casual ambiance we provide.


Is there a birthday plate for dessert?

We do not offer this option at the moment.

Is it possible to ask for the hotel's cooperation to organize a surprise?

We will do our best to help you! Please contact us in advance.

Can I enter the room early and prepare it?

Should you wish to access your room prior to 15:00, an early check-in option is available for an additional fee of 2,000 yen. Please note that this is subject to room availability, and we kindly ask you to inquire with us in the morning on the day of your arrival if you wish to utilize this service.

Do you sell balloons or decorative items?

We do not offer this option at the moment.

Is it possible to decorate the room?

Certainly, we welcome guests to decorate their rooms, provided that the decorations do not cause any damage to the room. If you need assistance with decorating, please let us know in advance so that we can do our best to help you.

Can I order flowers or a cake to be delivered?

We offer the option to order a whole cake for an additional fee, starting from 3,900 yen. Additionally, we accept orders for bouquets priced at 4,000 yen. Please feel free to request these additional services, and our staff will be delighted to assist you.

Is it possible to prepare gifts in advance in the room?

A gift may be left in your room before your arrival at the hotel. Please inquire in advance for anniversary services.

May I decorate my room with friends who are not guests at the hotel?

We would like to kindly inform you that access to the guestroom floors is restricted to registered guests only. For security and privacy reasons, non-guests are not permitted to enter these areas. We appreciate your understanding and cooperation in adhering to this policy.


Is there a nursing room or diaper changing area?

There is no nursing room available in the hotel.

Do you have pajamas/nightwear for children?

We provide pajamas for children, ensuring their comfort during their stay. However, please be aware that the availability of children's pajamas is limited. We recommend requesting them in advance to secure the appropriate size and availability for your child.

Are slippers and toothbrushes available for children?

Slippers and toothbrushes for children are available.

Can you provide a baby crib or bed guard?

We would like to inform you that we have a limited number of simple baby cots available for your convenience. If you require a baby cot during your stay, we recommend making a request in advance to ensure its availability. Our team will do their best to accommodate your needs.

Do you offer rental amenities for babies or children?

Unfortunately, we do not have any rental amenities for babies or children.

Can I borrow a futon or other mattress to sleep on the floor?

We are sorry but we do not provide extra mattress at our hotel.


Is there a parking lot available on-site?

Our parking facility is available for guests at a rate of 1,600 yen per night. Please note that parking spaces are allocated on a first-come, first-served basis. In the event that our parking lot is full or if your vehicle exceeds the size limitations, we may guide you to a nearby parking lot, which may involve an additional fee.

For vehicles with dimensions less than 155 cm in height and 180 cm in width, a reduced parking fee of 1,300 yen per night will be charged. We appreciate your understanding and cooperation regarding our parking arrangements.

Is there free access in and out of the parking lot?

Guests are free to move in and out during their stay.

Please let me know if there is any affiliated parking lot around.

The multi-story parking garage of the neighboring hotel, Quintessa Hotel, is conveniently located just a few minutes' walk away from our property. If our parking lot is full or if your vehicle is too large for the available spaces, we recommend utilizing this nearby parking facility. Please note that any fees or regulations associated with the Quintessa Hotel parking garage would be applicable as per their policies.

Where can I park if the parking lot is full?

In the event that our parking lot reaches maximum capacity or if your vehicle exceeds the available space, we may redirect you to a nearby parking lot. Please note that this alternative parking facility may require an additional fee.

However, for cars with dimensions less than 155 cm in height and 180 cm in width, we have an affiliated parking lot available at a discounted rate of 1,300 yen per night. This option ensures that your vehicle can be accommodated comfortably. Thank you for your understanding, and please don't hesitate to reach out if you have any further questions.


Is it possible to film for a Youtube video in the hotel?

You do not require any prior approval to film in your private room. However, if you would like to shoot in the common areas or feature our hotel in a YouTube video, please contact us in advance.

Is it possible to exhibit art in the hotel?

You can exhibit art at our hotel. Please get in touch with us and provide details.

I would like to write a press article or make an interview, who should I contact?

Please contact the front desk or send a description of your project by email.

Is it possible to organize an event at the hotel?

You can host events at our hotel, and we would be happy to help you with the planning. Please get in touch with us and provide details about the specific type of event you have in mind.