Question 1

What is private onsen?

Accepted Answer

Private onsen refers to having a private onsen room by yourself, without sharing with others. The facilities in our private onsen room include a shower area, a dressing area, a private onsen pool and a sauna room. There will be a time limit of 1 hour 30 minutes per private onsen session. The private onsen pricing includes a 1 hour 30 minutes time limit in the private onsen room, a 1 day pass to public onsen and wearing of yukata. Customers may choose to use the public onsen before and after their private onsen session (Note: You must use the private onsen first if your private onsen slot is between 1100 and 1130). You may arrive a few hours ahead of your booking time slot to use the public onsen first before your private onsen session, and use the public onsen session again afterwards.

Question 2

Does the private onsen price include refreshments by default?

Accepted Answer

Our pricing onsen pricing(s) do not include refreshments by default. Refreshments are chargeable at an additional $7.70/pax including service charge (optional add-on).

Question 3

Can I cancel/reschedule my private onsen booking in the event something crops up and I am no longer able to attend? Will there be any cancellation fees?

Accepted Answer

Due to too many occurrences of last minute booking cancellations/rescheduling, we have revised our cancellation policy and would like to inform you with regards to our updated policy. The updated policy will take effect for bookings dated 12 November onwards.  1. There will be *_no refunds_* for booking cancellations, regardless of how advance you cancel from your booking date. 
2. You may choose to either reschedule to another date within 2 months from your booking date or refer your slot to someone on your behalf. 
3. If you are unable to reschedule within 2 months from your booking date, the amount you had paid for the booking will be forfeited. 
4. There will be no penalty fees for rescheduling last minute (up to 4 hours from booking time; excluding informing us outside of our operating hours)
5. Rescheduling within 4 hours from your booking time is *_highly discouraged_* as this leaves us with insufficient time to release the slot to others. Please refer your slot to someone else instead. (Informing us *outside of our working hours does not count* into this. For example, if your booking is on 11am the next day but you only inform at 12am the previous night, it will be considered as attempting to reschedule less than 4 hours from your booking time as we have closed at 11pm)
6. There will be no refunds for no-shows (confirmed booking without cancellation or reschedule).
7 Joya Onsen Cafe reserves the right to escalate the issue to relevant authorities if you refuse to abide by our policy. 
8. Separate cancellation policy applies (from the respective third-party platform) if you had purchased our onsen passes through third-party platforms (applies to both public and private onsen).

Question 4

I see the option for 'All Staff', 'Private Room 1' and 'Private Room 2' when attempting to make private onsen booking. What's the difference between these?"

Accepted Answer

Please ignore the 'All Staff' option as it is a fixed option set by Wix.com which we are unable to remove or rename. We only have two private rooms available for booking. Private Room 1 and Private Room 2 are different in terms of the orientation. Other than this, the facilities in both rooms are the same.  Note: We have amended our timeslots for both our Private Rooms. Each room now has a fixed set of booking time. Do filter out the available booking schedules by selecting either Private Room 1 or Private Room 2 when doing your booking.

Question 5

Are mixed genders allowed?

Accepted Answer

Mixed genders are allowed in our private onsen. Hence, our private onsen is ideal for couples or families who would like to spend time in onsen together.

Question 6

Is it only meant for couples?

Accepted Answer

The room can accommodate up to 5 people in a room. Our private onsen rooms are not specifically catered for couples (no couple package/room).

Question 7

Is there any children price for private onsen?

Accepted Answer

No. As long a child is aged 3 and above, they will be considered as 1 pax. Entry into private onsen for infants/toddlers below 3 years old will be free of charge

Question 8

Can I make a booking through phone call/WhatsApp/Facebook message/SMS/Instagram DM?

Accepted Answer

We strongly encourage you to make your private onsen booking through our booking link as it shows the most updated and available slots (November onwards). We are unable to respond timely to your messages/calls (if during peak period) and by the time we do so, your desired booking timeslot could have been booked by others who made their bookings directly through our booking link.

Question 9

What is the pricing for private onsen only without public onsen?

Accepted Answer

Our private onsen pricing is meant for private onsen only. We included free access to public onsen as an additional benefit without any extra charges for private onsen customers. It is optional to use the public onsen. Hence, the pricing will remain the same if you do not wish to use the public onsen.

Question 10

Can I consume food & drinks in private onsen?

Accepted Answer

No. For hygiene reasons, only water is allowed. Food & drinks will only be consumed at the cafe.

Question 11

What does 1h 30 minute include?

Accepted Answer

The 1 hour 30 minutes time limit is solely meant for private onsen usage. It does not include time spent in public onsen and consuming refreshments. You may use the public onsen/consume your refreshments before or after your private onsen session.

Question 12

What is the maximum pax in private onsen?

Accepted Answer

Private Room 1: 5 - 6 Pax  Private Room 2: 3 - 4 Pax  Public as Private Onsen: 7 Pax and above

Question 13

Punctuality Policy

Accepted Answer

1) Arrive at least 15 minutes early for registration.
2) We will not be liable to extend your session in the event you are late. 3) No discounts will be provided for reduced allocated private onsen duration due to lateness. Please be considerate and leave the private room by your time limit. 4) Additional charges will apply for every 10 minutes of time extension.

Question 14

My iPhone event calendar shows that the Private Onsen session is 1 hour. Why is that so?

Accepted Answer

All our private onsen sessions are 1 hour 30 minutes by default. We had contacted Wix support previously regarding this, and it is due to the iPhone's own default mechanism that it allocates a default duration of 1 hour in the event calendar.   Do note that the duration is manually adjustable.

Question 15

How long in advance should I book for private onsen?

Accepted Answer

There is no specific lead time on when you should book for private onsen in advance. You may check out for the available slots on our booking site at www.joyaonsencafe.com/book-online. As long the slot you want is still available, you may book for it.

Question 16

What do you mean by public onsen? What facilities are there? Is there any time limit?

Accepted Answer

Public onsen refers to a common onsen area shared with others of the same gender. The facilities in our public onsen include a common changing room and shower area, an onsen pool, a cold bath and a sauna room. There is no time limit for visiting our public onsen.

Question 17

I had purchased a public onsen pass. Can I still choose to wear a yukata?

Accepted Answer

We will only provide jinbei to public onsen customers. Our yukatas are exclusive to private onsen customers. If you would like to wear yukata, there will be an additional charge of $10/pax (with effect from 5 September 2021).

Question 18

What does the $45 set include?

Accepted Answer

It is the public onsen pass ($38) + refreshment set ($7) = $45.
It does not refer to a meal set worth $45.

Question 19

How do I book for public onsen?

Accepted Answer

We do not do reservations for public onsen. No booking is required; you may just walk-in.

Question 20

How can I be assured and certain that there will vacancies available in public onsen when I walk-in since there's no booking system available?

Accepted Answer

You need not worry about the vacancies as we have never exceeded our maximum capacity for public onsen to date. You may walk-in between Tuesdays to Fridays for lower chances of high crowd levels. Alternatively, you may call in to check on the current vacancy before heading down.

Question 21

Are electronic devices allowed?

Accepted Answer

It is strictly not allowed due to privacy reasons. There will be high penalty charges. You may only use your electronic device in the cafe or zen garden. Exceptions may be taken upon checking with our staff.

Question 22

I purchased a public onsen pass from a third party platform. How do I make a booking?

Accepted Answer

You may walk in for public onsen, no booking is required.  If you had purchased from travel sites ( e.g. Klook, Pelago) where a date is required to be selected, it is highly encouraged that you arrive on your selected date.  However, in the event that you are unable to book for a slot on your selected date (e.g. fully booked, change of plans), you may book for another session with us as long it is still within the validity period of your third party voucher.    Do present us with your third party voucher on the day itself for redemption.  Any vouchers not redeemed by the expiry date will be considered as forfeited, and no refunds will be provided. Our booking policy will be in effect once a private onsen booking has been made for third party purchases.

Question 23

The website homepage states that the public onsen is a '1 Day Pass'. Does it mean that I can choose to stay at Joya Onsen Cafe overnight?

Accepted Answer

The '1 Day Pass' refers to being able to hang around at our public onsen within our operating hours with no time limit. Our operating hours are from 1100-2300 daily. Hence, the latest timing customers can stay till for public onsen is 2300.    '1 Day Pass' does not refer to staying overnight. We do not provide overnighting services as the government disallows us to do so.

Question 24

Does the full day pass public onsen price include free food?

Accepted Answer

Our full day public onsen pricing does not include free food. Food have to be paid for separately at our cafe. You may purchase our onsen refreshment for a main dish, dessert and drink for $7.70 at our reception or cafe.

Question 25

Is reservation required for entry into your cafeteria? Is your cafeteria only exclusive to onsen customers? Can I dine in at your cafeteria without purchasing any onsen services?

Accepted Answer

Reservation is not required for entry into our cafeteria. You may walk in to dine as long you are fully vaccinated (regardless of the number of pax, with the exception for children below 12 years old). However, we will prioritise in serving our onsen customers first. We will not allow walk-ins for dining in when we have reached the maximum capacity limit in our cafeteria.

Question 26

What does the refreshment set include?

Accepted Answer

It is one set of main dish, drink and dessert (not unlimited flow). This is to be purchased with the onsen pass at the reception. We have a limited amount and the choices will be subjected to availability. (Served on a first come first serve basis).   Main dish choices: sushi (4 pieces), noodles (udon/ramen), daifuku mochi (2 pieces), onigiri (2 pieces), cake slice, ice cream with wagashi, tiramisu    Dessert choices: gelato scoop, wagashi (1 piece), mini tiramisu, mango pudding    Drink choices: soymilk, fresh milk, coffee, hot chocolate, Japanese green tea

Question 27

Are the vegetarian hot dishes available everyday?

Accepted Answer

It is available for the rest of the days except for Monday.

Question 28

What time does your cafe close?

Accepted Answer

The last order for vegetarian hot dishes is at 8.45pm. The cafe is still open for desserts and drinks order till 11pm.

Question 29

Is your cafe halal certified?

Accepted Answer

We are not halal certified. However our sushi, gelato and noodles do not contain pork or alcohol.   Disclaimer: Our tonkotsu ramen consist of pork broth, which is contaminated with the utensils that we use to prepare the other dishes. You may proceed to purchase from our cafe if you do not mind the contamination involved.

Question 30

Are there any entry restrictions due to vaccination status?

Accepted Answer

Based on latest Covid-19 Regulations as of 22 November 2021. Maximum in groups of five. 
Partially / Non vaccinated: Must always wear mask (including onsen). No dining in allowed. Exception allowed if customers take PET test 24 hours prior to the visit (must be presented at counter).

Fully Vaccinated: Mask is optional inside the onsen, and dining is allowed.

Question 31

COVID regulations for children?

Accepted Answer

Children aged 12 and above must be fully vaccinated to dine in.

Children aged 6 and above must wear a mask.
 No entry allowed for groups of more than 2 pax, with the exception of family members under the same household given the following conditions: 1. To sit separately in groups of 2 when dining in (both parents must be fully vaccinated) 2. Private onsen allowed, given that family members split themselves into groups of 2 (or 1) and take turns to use the onsen within the 1.5 hour time limit. Family members of 3 pax and above are not allowed to use the private onsen together at any one time.

Question 32

How many people are allowed at a time?

Accepted Answer

A maximum of 15 pax in each gender for the public onsen. A maximum of 14 pax is allowed for the cafe.

Feel free to call us to check the crowd.

Question 33

Do you sell gift vouchers?

Accepted Answer

Yes we do sell customised e gift vouchers. The date of validity will be 6 months from date of purchase.

Please provide us the following information through email/whatsapp.

Name of recipient(s):
Public/Private onsen:
No. of pax:
Refreshment (sushi,drink & dessert): yes/no
Number of onsen sessions:
Your name:
Your number:
Your email:

Question 34

Is there any age limit for entry into onsen?

Accepted Answer

We do not have any age restrictions for entry into onsen as we encourage family bonding within our premises. However, do always supervise your children as we will not be held responsible for any consequences due to negligence.  Disclaimer: Although there is no age limit for entry, we highly discourage infants/toddlers who are unable to control their bladder from entering the onsen, as the onsen bath has to be kept clean at all times. Customers who let their infant/children defecate/urinate in our onsen bath will be liable to penalty charges.

Question 35

I am uncomfortable with being nude in the onsen. Can I wear my own clothes/swimsuits/wrap myself in towel and soak in the onsen?

Accepted Answer

As mentioned in our Onsen Etiquette, it is recommended to enjoy onsen fully nude to have the full Japanese onsen experience.  However, we understand that Singapore residents are more conservative and are mostly uncomfortable with being nude in the onsen. Therefore, we do provide disposable undergarments as an alternative option to customers. Wearing of own clothes/undergarments and wrapping yourself in towel is strictly not allowed in both public and private onsen for hygiene reasons. We allow clean swimsuits in private onsen only due to popular request. Private onsen customers have to change out from their swimsuit when using the public onsen before and/or after their private onsen session. Wearing swimsuits is strictly not allowed in public onsen.  *Disclaimer: We will not provide swimsuits. You may bring swimsuit at your own expense; we will not be responsible for any discoloration.*

Question 36

I tried to make a booking online. However, the date(s) I would like to book is unavailable. Is this a glitch in the booking system, or did you block out the date(s) and timeslots for booking?"

Accepted Answer

If you are unable to book for a specific date or time slot, it means that all our available slots for both Private Onsen Room 1 and Private Onsen Room 2 have been fully booked.

Question 37

Are overnighting/massage services available?

Accepted Answer

We do not provide overnighting and massage services as the government had disallowed us to do so.

Question 38

Are pregnant women allowed in onsen?

Accepted Answer

Yes, pregnant women are allowed in onsen. However, they are strongly encouraged to take extra precaution due to potential health hazards from the onsen bath (approximately 40 degrees Celsius) which may cause dizziness, as well as slippery floors. Do take frequent breaks in between baths and hydrate yourself frequently. Joya Onsen Cafe will not be responsible for any health hazards/health consequences.

Question 39

Is there any complimentary parking?

Accepted Answer

There's no complimentary parking available at d'Arena. The parking rates are as follows:   Car: $1.20/hour
Lorry: $2.40/hour
Motorcycle: $0.80 Per Entry Per Day   Disclaimer: Joya Onsen Cafe is not in charge parking charges at d'Arena. Kindly contact d'Arena at @darena.sg on Instagram for any further enquiries regarding parking rates.

Question 40

I have booked for a private onsen session and my iPhone event calendar reflects it as a 1 hour session. Why is that so?

Accepted Answer

Our private onsen session is 1 hour 30 minutes by default. We had contact Wix support previously regarding this, and it is due to the iPhone's own default mechanism to allocate 1 hour default time allocation. Do note that the iPhone event time duration is manually adjustable.

Question 41

How do I get to Joya Onsen Cafe?

Accepted Answer

We are located at:
511 Upper Jurong Road
D'Arena, #01-06
Singapore 638366 How to get here :   A) Joo Koon Route
1. Alight at Joo Koon MRT station
2. 1 stop from bus interchange (bus 99 or 974) 
3. Cross the road to D'Arena    B) Boon Lay Route 1. Alight at Boon Lay MRT station
2. 10 stops from bus interchange (bus 192) 
3. We are right infront!   Our opening hours: 1100-2300 daily (Mondays to Sundays)

Question 42

Is the promotion valid for private onsen?

Accepted Answer

This promotion is valid for public onsen only. Usual pricing apply for private onsen.

Question 43

How long is the promotion until?

Accepted Answer

This promotion is valid till 31 May 2022.    *Disclaimer: Joya Onsen Cafe reserves the right to terminate this promotion anytime before 31 May 2022 without any prior notice.*

Question 44

How to book for this promotion?

Accepted Answer

We do not accept reservations for public onsen and only allow walk-ins. Hence, no booking is required.

Question 45

Will there be towel rental available if I would like to use the public onsen for 2 hours but forget to bring my towel?

Accepted Answer

The usual 1 day pass public onsen pricing (adult/child/elderly) will apply to customers who forget to bring their towels. There will be no towel rentals for 2-hour public onsen usage.

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