Explore the LOTTE ARAI RESORT FAQ page for helpful information on booking policies, room amenities, check-in guidelines, and seasonal activities to plan your perfect stay.
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Frequently Asked Questions (FAQ)
Luggage receiving/holding service is available.
Please confirm the following points.
Recipient address: LOTTE ARAI RESORT, Ryozenji 1966, Myoko City, Niigata Prefecture 〒944-0062 Phone: +81-255-75-1100
Recipient name: LOTTE ARAI RESORT, 〇〇〇 Front Desk, 〇〇〇 (The name under which you made your reservation)
*Please enter “ARAI Front Desk” if you are staying at the ARAI Building and “LODGE Front Desk” if you are staying at the LODGE or CLUB Buildings.
*Please be sure to write the reservation name. If we cannot confirm your reservation, we may not be able to receive your luggage. Thank you for your understanding.
*This service is available for overnight stay guests only. We cannot accept the luggage of day trip customers.
A free shuttle bus running between LOTTE ARAI RESORT and Joetsumyoko Station (West Entrance) is available.
Reservations are required in advance, so please make your reservation on the website by 7:00 AM on the day of use.
The bus runs on a set timetable. Guests who arrive late may not be able to board the bus.
*The shuttle bus departures and arrives at the West Entrance of Joetsumyoko Station.
*When making your shuttle bus reservation, please select the ARAI Building as your departure and arrival stop if you are staying in a Character Room
and select the LODGE Building if you are staying in a Deluxe Type Suite.
[Check-in]
Check-in procedures are available from 12:00.
Rooms will be ready from 15:00.
* Please note that the check-in time may be delayed depending on the number of guests.
[Check-out time]
The check-out time starts from 11:00.
You may leave your luggage with the front desk before check-in and after check-out.
We do not accept advance reservations, and it may be unavailable for use depending on how crowded the bus is.
The following additional fee will be charged for using the service.
[Early check-in additional charges (per room)]
Before 9:00 AM: 100% of that day’s room charge
Between 9:00 AM and 11:00 AM: 50% of that day’s room charge
Between 11:00 AM and 1:00 PM: 30% of that day’s room charge.
We do not accept advance reservations, and it may be unavailable for use depending on how crowded the bus is.
The following additional fee will be charged for using the service.
[Late check-out additional charges (Applies to some rooms)]
11:00 AM – 12:00 PM: ¥1,100 (Tax included)
12:00 PM – 1:00 PM: ¥2,200 (Tax included)
1:00 PM – 3:00 PM: 30% of that day’s room charge
3:00 PM – 5:00 PM: 50% of that day’s room charge
After 5:00 PM, 100% of that day’s room fee will be charged.
If you cancel your reservation, we will charge you a cancellation fee as follows.
1) Until eight days before your planned stay: Cancellation will be free of charge, so please cancel on the My Page on our website.
2) After seven days before your planned stay: 100% of the accommodation fee will be charged as a cancellation fee.
These reservations cannot be canceled on your My Page of our website, so please contact us by phone to cancel.
3) If you need to modify your reservation, please contact us by 6:00 PM (JST) the day before your check-in date.
Depending on reservation conditions, we may not be able to accommodate your request or additional charges may apply.
Please note that depending on your plan of stay, cancellation fees other than those stated above may be charged.
Available 24 hours a day free of charge to guests staying overnight.
Guests staying in the ARAI Building can use the outdoor Parking Lot 2 (74 cars) located in front of the ARAI Building.
Guests staying in the LODGE and CLUB Buildings can use the LODGE Building indoor parking lot (123 cars).
*The LODGE Building indoor parking lot has a height limit of 2.3 meters/7.5 feet. All other guests can use the outdoor Parking Lot 3 (283 cars) in front of the LODGE Building entrance.
The onsen is on the second floor of the ARAI building.
[ Towels ]
・Please bring towels from your room for use at the Hoshizora Onsen.
Rented towels (Bath & Face Towels) at Hoshizora Onsen at ￥200 (tax included).
[Using the onsen after check-out]
The following charges apply for using the onsen after check-out.
Adult: ¥500 / Child: ¥250
*Available only to guests who stayed overnight the previous day.
*Guests may wear a yukata and slippers inside the hotel building only when they are on their way to Hoshizora Onsen.
*Please wear regular clothing when using the restaurants and other public spaces in the hotels.
The indoor pool is available to guests throughout the year.
If use of the pool is not included in your plan, additional charges will apply.
*During the summer season (mid-July to the end of August), the garden pool and the night pool are also open.
You can connect to the Wi-Fi by scanning the QR code provided in your room.
Unfortunately, we do not have any rooms where guests can stay with their pets.
Pets are welcome in the parking lots and outdoor plaza, the Forest Walk, the sightseeing gondola, and the terrace seating at The PLATE restaurant during the green season.
Vending machines are located on Village Station 1F and LODGE Building 2F.
An unmanned convenience store is available on B1 of the ARAI Building.
Two locations on the third and fourth floors of the ARAI Building.
Located on the second floor of the LODGE Building.
24-hour coin laundry facilities are located on the basement floor of the ARAI Building (Annex Building) and the second floor of the LODGE Building.
Washing machine: ¥500, Dryer: ¥100 for 10 minutes (change machine available)
Laundry detergent is not required.
Wheelchairs and strollers are available, but may only be used inside the hotel.
Numbers are limited, so please inform the information desk or front desk if you wish to make use of these.
There is an unmanned convenience store on B1 of the ARAI building within the facility.
Nearby convenience stores include 7-Eleven Nagamori and Lawson Roadside Station Arai, both about a 15-minute drive from the resort.
We kindly ask that you pay for your stay fee when you check in.
We accept payment via cash or all major credit cards.
We ask that you present your credit card at check-in.
We will temporarily place a hold on your credit card based on the estimated amount of your stay.
Please note that this hold will be released after your payment is completed, so no actual charges will be incurred.
There is one at the front desk on the first floor of the ARAI Building.
The following currencies can be used.
US Dollar, Euro, Chinese Yuan, Taiwan Dollar, Hong Kong Dollar, Korean Won, British Pound, Singapore Dollar
Australian Dollar, Thai Baht, Malaysian Ringgit, Indonesian Rupiah
・Coins are not accepted (the machine accepts bills only).
・Credit cards are not accepted at the foreign currency exchange machine (only cash can be used).
・Some bills may not be accepted if they are wrinkled or soiled.
There are two types of rooms available: the "Mountain View" rooms looking up at the mountain and the ski slopes, and the "Forest View" looking down from the mountain with a glimpse of the surrounding forests and the city of Arai down below.
* Mountain View rooms overlook the Plaza area and ski courses.
* Forest View rooms can offer beautiful forest views. However, please note that some rooms may have a view of the parking lot.
Please contact us in advance if you have any specific requests.
There are two step-free rooms in the ARAI Building and two in the LODGE Building.
Depending on the room type or other circumstances of your reservation, we may not be able to fulfill specific requests, so please contact us in advance.
The front desk is located on the first floor in the ARAI Building and the basement floor in the LODGE Building. Please inquire at the front desk near you.
You can also dial “Front Desk” or “0” from the phone in your room. The front desk is open 24 hours a day.
To turn on the lights in the room, insert the card key into the key case slot next to the room entrance door.
Locking and unlocking the guest room doors works differently in different buildings.
・ARAI Building: Rooms use a key card.
Please hold the key card up to the sensor above the doorknob. The door locks automatically.
・LODGE Building: Rooms use a key.
The door locks automatically.
・CLUB Building: Rooms use a key.
The door does not lock automatically, so please lock the door when you leave your room.
Please be sure to take your room key with you when you leave the room.
Please wear the bathrobe provided in your room only.
* Yukata and slippers may be worn inside the hotel only when going to the Hoshizora Onsen.
* Please wear casual clothes in restaurants and other public spaces in each building.
Various amenities for children are available.
Please ask at the front desk if you have any requests.
It can be opened.
*Please note that since the property is located in the mountains, insects may get in if you leave the windows open.
As a general rule, payment is accepted upon arrival.
If you use additional services during your stay, you will be billed for them upon departure.
Please note that check-out will likely be crowded after 10:00 AM on the day of your departure. Please allow yourself plenty of time and help us settle your bill early.
It is available.
To call other rooms: 7 + Room number (4 digits, e.g. 0376, 1531)
Domestic Japanese numbers: 9 + phone number including area code
International numbers: 9 + 010 + country code + phone number
*Both domestic and international phone calls are subject to call charges.
Housekeeping staff generally enter guest rooms for cleaning between 11:00 AM and 3:00 PM.
In order to protect the environment, our hotel changes bed sheets, duvet covers, and pillowcases every two days.
For guests who do not desire room cleaning, please hang the “THINK NATURE CARD” on the doorknob on the outside of your door.
You will receive a ¥1,000 resort credit as thanks.
*￥1,000 will be deducted from the additional amount added to your room when you check out.
Please connect to “LotteAraiResort” on your device. A password is not required.
This is available free of charge throughout the hotel and in your room.
Only mineral water marked “free” is free of charge. Please note that there is a charge for other drinks within the refrigerator.
Please use the control panel on the wall in your room.
Unfortunately, the hotel does not offer room service. Please use the restaurants and cafes within the hotel grounds for meals.
Reservations are accepted for dinner time only. Please make your reservation on the individual restaurant’s page.
There are four Character (Koala’s March) Rooms in the ARAI Building (Room # 118, 117, 116, and 113).
The Character Rooms have tissue packs and notepads featuring Koala’s March characters (which you can take home).
*Babies (ages 0 to 3 years old) stay free of charge.
*Children aged 4 to 12 (elementary school students) can share the bed free of charge.
Children 13 years of age or older will be charged the adult rate.
*Child rates apply to children up to 12 years old, and adult rates apply to guests 13 years old and above.
* A bath surcharge of 150 yen (tax-exempt) will be accrued for each night of stay for each guest 12 years of age or older.
They are available free of charge. However, the number is limited, so please reserve them in advance.
*Cribs are available to guests for ¥1,100 per night (tax included).
They are available, but may only be used inside the hotel. Numbers are limited, so please inform the information desk or front desk if you wish to make use of these.
We have child yukata of 3 sizes (S: 100–115 cm, M: 115–130 cm).
We also have 22-cm slippers available, as well as toothbrushes and rental towels. Please inquire the front desk.
There is a Kids Room themed after LOTTE snacks like Koala’s March and Yukimi Daifuku that can be used free of charge.
Extra beds are available only for the Deluxe room type, and an additional charge of ¥5,500 (tax included) is required.
*Please note that we may not be able to accommodate your request depending on operating conditions.
It can be handled at the front desk and at the restaurant.
Japanese Restaurant ASAHI offers two children’s menus (at dinner) (applicable children are aged between 4 and 12).
A Kids Corner (at dinner) is set in The PLATE during peak summer and winter periods (Obon holidays, New Year holidays, etc.).
On the weekends (Fridays and Saturdays), the Kids Corner is prepared.
(Menu examples: fried chicken, hamburger steak, French fries, fried shrimp, yakisoba, children’s curry, etc.)
Children’s spoons, forks, cups, rice bowls, and plates are available.
Medium and large diapers and baby formula are available at the shop.
Children wearing diapers are not permitted to enter the onsen room.
However, they may use the baby bath (bath facility provided) while wearing swim diapers or swim pants.
Diaper changing tables are in the men’s and women’s restrooms.
There are cribs available for changing children’s clothes (in the women’s dressing room only).
Diaper disposal bins are available in the men’s and women’s changing rooms.
Children (under the age of 12) are not permitted to use the onsen by themselves.
Children are not permitted to swim in the pool while wearing diapers (including swim diapers and swim pants). However, they are permitted to enter the pool area.
Children four years old and above may participate. (Some activities have different age restrictions.) Preschool children must be accompanied by a parent or guardian. Children three years old and under may not participate in activities.
It is allowed. Preschool children must be accompanied by a parent or guardian when participating.
They can enjoy Chibikko no Mori (for a fee).
Kids Garden and Kids Mountain can be used free of charge (opening periods vary depending on snowfall).
To ensure your safety, we have height restrictions for some activities.
Additionally, due to age restrictions, some activities require children to be accompanied by a parent or guardian.
Please see each activity’s page for details.
[ Snow Season Activities ]
- Open Hours
Ticket Center : 07:30 - 16:00
Activities : 08:30 - 17:00
*Please refer to the "Activity List" for the schedule of each activity.
[ Green Season Activities ]
We are open from 09:00 to 17:00 (until 18:00 during the summer holiday period)
The Activity reception desk opens at 08:30
*Please refer to the "Activity List" for the schedule of each activity.
We are open for business even in the event of light rain or wind.
In the event of thunderstorms, strong winds, weather warnings or any changes in the weather that the on-site staff deems may be a risk to staff or guest safety, operations may be temporarily suspended.
If constant evaluation is required throughout the day, it will be done by the on-site staff and will change operational status accordingly.
All activities are available to everyone, regardless of whether you are staying overnight or visiting for the day.
(1) Cancellation up to 1 day prior to the event date: Free of charge.
(2) Cancellation on the day of the event (before the activity): 50% of the fee will be charged.
Please note that cancellation fees other than the above may apply depending on the plan.
* 100% refund will be made in case of cancellation due to natural disasters or the organizer's convenience.
(3) Cancellations after the activity has been held will not be accepted.
Minimum age is 4 years old. (Some activities have different age restrictions.)
Preschool children must be accompanied by a parent or guardian.
Children under 3 years old are not allowed to participate in activities.
Yes, Preschool children must be accompanied by a parent or guardian during visits.
Please use P1 and P2 parking lots.
* For Tree Adventure, please use the parking lot in front of the Adventure House.
Yes, there are lockers of different sizes for ¥200, ¥500, and ¥1,000.
Please do not bring your own luggage when participating in activities.
[ Snow Season ]
- Open everyday.
* Activities may be cancelled due to weather conditions.
[ Green Season ]
- Open everyday.
* Activities may be cancelled due to weather conditions.
Please be informed that numbered tickets are required for the Playground and the Tree adventures.
These number tickets are only available on the day at either the Ticketing & Information center at the Village Station, or at the adventure center at the Tree adventure area.
Please be advised that you have to be in person to be issued a ticket and this cannot be issued over the phone.
