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FAQ

  1. What time is check-in/check-out?
    You can check in from 15:00, and must check out by 10:00.
  2. Can I arrange early check-in or later check-out?
    Depending on room availability, early check-in or later check-out is available on request for an additional charge. Please let our staff know beforehand.
  3. How do I check in?
    We offer a self-check-in service, the details of which will be sent via email ahead of your stay. The email will also provide other information, such as the apartment you will be staying in, and how to open the front door. We also welcome any queries you may have about how to make the most of your stay in Hakuba.
  4. Is there a reception?
    There is no reception on-site, so please ensure you are familiar with the check-in process ahead of your stay.
  5. Is there a car park?
    Yes, you can use the guest car park, which is located in front of the facility. The car park is provided free of charge for our guests, but as spaces are limited, please inform us of how many you will need.
  6. Can I use the internet?
    All our rooms come with complementary high-speed Wi-Fi for the use of our guests.
  7. Is it possible to send luggage to the hotel ahead of my stay?
    Yes. Let us know beforehand that you will be sending luggage, and send your luggage, labelled clearly with the date of check-in and the name of the person who made the reservation, to the address below.
  8. Do you have a pick-up/drop-off service?
    Unfortunately, we do not provide pick-up and drop-off services. However, we can arrange a taxi on prior request. There is also a convenient bus service that leaves from right in front of the facility. For details, please refer to the access page.
  9. How many people can stay at the facility?
    We can accommodate up to six adults. Children aged five years or older are counted as adults. For families staying with children aged four years or younger, up to three children can be accommodated free of charge, if the children share a bed with an adult. Unfortunately, we do not provide additional towels or bedding for any children that are staying free of charge. We cannot accommodate more than the maximum number of guests.
  10. Can I swap a single bed for a double bed?
    Yes. We can convert an ordinary twin room (two beds) into a double room (one double bed) if you contact us at least seven days before your stay.
    Single bed size: width 97cm, length 195cm, height 55cm
    Double bed size: width 194cm, length 195cm, height 55cm
    Unless you request otherwise, all our rooms are furnished with twin beds.
  11. What amenities do you provide?
    We provide bath towels, face towels, shampoo, conditioner, body soap, toothbrushes, hair brushes, cotton pads, and room slippers.
  12. Do you provide nightwear?
    Unfortunately, we do not provide nightwear.
  13. Do you offer a reduced rate for children?
    Up to three children aged four years or younger may stay free of charge. Children aged five years or older are counted as adults.
  14. Do you have rooms for two guests?
    In the winter season (December to March), we rent out the facility a flat six-person rate. However, for April to November, we also offer a room plan that allows guests to book a first-floor bedroom with access to the living room on the second floor. Please contact us for further detail.
    Room rates are offered at a 50% discount for two-person bookings, and a 30% discount for groups of three or four persons.
  15. Do you have baby beds available?
    Unfortunately, we do not provide baby beds.
  16. Can I borrow additional blankets/mattresses?
    Unfortunately, we do not rent out additional blankets/mattresses.
  17. Do your rooms have en-suite bath tubs or shower rooms?
    One of our three rooms has an en-suite shower room, wash basin, and toilet. The other rooms have access to a shared bathroom with a bathtub.
  18. Are bedrooms furnished with TVs?
    Unfortunately, there is only one TV, located in the second-floor living room.
  19. Do you provide a laundry service?
    A washer/dryer and laundry detergent are provided in each apartment, which you are free to use during your stay. We do not offer a dry cleaning service.
  20. Does the kitchen have condiments and cooking utensils?
    We ask you to bring your own condiments. However, the kitchen is furnished with most essential cooking utensils, including chopping knives, scissors, a chopping board, a ladle, tongs, cooking chopsticks, a whisk, a vegetable peeler, frying pans, cooking pots, and mixing bowls. We also provide tableware, drinking glasses, cutlery, chopsticks, children’s tableware, a microwave, oven, toaster, electric kettle, rice cooker, hot plate, coffee maker, coffee filters, aluminum foil, cling film, and paper towels.
  21. Do you offer a catering service?
    Yes, we can arrange catering according to your budgetary and dietary requirements if you contact us at least 10 days in advance.
    Can you prepare cakes, flowers, and other celebratory items?
    Yes, we can arrange such items according to your budgetary and dietary requirements if you contact us at least seven days in advance.
  22. Do you provide rental equipment?
    We are currently considering providing this service.
  23. Can I smoke in the room?
    We do not allow smoking anywhere in the building.
    Please use the designated smoking area outside the building.
  24. Can I bring a pet?
    We ask you to refrain from bringing pets into the facility.
  25. Is there a convenience store located nearby?
    There is a small convenience store within Echoland (three minutes’ walk), and a 7-11 located around 15 minutes’ walk away. There are three large supermarkets in Hakuba Village, all of which can be reached within 10 minutes by car.
  26. What are the local medical facilities?
    A number of medical facilities are available in Hakuba Village. Please refer to the links below
    Shintani Clinic 
    https://www.shintani-clinic.or.jp/
    Azumi General Hospital 
    https://www.azumi-ghp.jp/related/hakuba/
    Kamishiro Hospital 
    http://www.shironishi.or.jp/ha/kamishiro-iin.htm
    The following link provides information on hospitals that offer emergency weekend services
    https://www.vill.hakuba.lg.jp/gyosei/kenko_fukushi_kaigo/iryo_kenko/2041.html
  27. Do you have medical supplies on-site?
    We do not keep medical supplies on site, including plasters and disinfectant.
    There are two pharmacies (Ohta Pharmacy and MatsumotoKiyoshi) located in Hakuba Village. Please check opening hours with the pharmacies themselves.
  28. Do you have multi-lingual staff?
    Yes, some of our staff can speak English.
  29. Can we bring food and drinks purchased from Marutama into the hotel?
    It is currently in preparation.

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