Find the Answer to Commonly Asked Questions
When sending your luggage or Amazon package, please enter the name of the primary guest who is booked with us. This is essential to identify your luggage and pre-arrange to deliver it to your accommodation.
Send your luggage to the following address:
Lead Guest Name
The Hakuba Collection
3020-835 Hokujo, Hakuba
Kitaazumi-gun, Nagano 399-9301
Phone Number: +81(0) 90 2173 1870
If you would like to send your luggage or package to the accommodation directly, please make sure that the delivery time is set for when you will be present as our staff are not onsite to collect it for you. You can find the address on the website page of each accommodation.
Our accommodations are supplied with amenities such as shampoo, conditioner, body wash, hand soap, and towels. To reduce waste and be more environmentally friendly, we do not provide toothbrushes, toothpaste, shower caps, cotton swabs or nightwear. Hairdryers are provided in each bathroom. Liquid detergent, as well as softener, are included with the laundry facilities.
Complimentary coffee, tea, sugar cubes and salt & pepper are supplied, but please note that they are not replenished during your stay. Please note that we do not provide cooking oil.
There are also kitchen cleaning supplies such as sponges, dishwashing liquid and dishwashing soap for the dishwasher.
All accommodations have full kitchens equipped with cutlery, dishware, wine glasses, a rice cooker, a portable gas stove with a gas canister (if you need more, please purchase them at the supermarket), a microwave, and utensils. All accommodations have a full oven, except for Gravity which has a smaller one.
There are also kitchen cleaning supplies such as sponges, dishwashing liquid and dishwashing soap for the dishwasher.
Check-in is from 3 pm, and check-out before 10 am.
Check-in will take place in the accommodation. Therefore, we ask that you provide your arrival time and method beforehand, so we can arrange to meet you in a timely matter.
Check-in before our check-in time of 3:00 p.m. may be possible, but we cannot guarantee it. We will do our best to accommodate requests. Please extend your reservation to include the night before arrival if you wish to guarantee early check-in. We will happily store your luggage if you arrive before your room is ready.
Late check-out after 10:00 a.m. is subject to availability on the day and may be subject to extra charges. Please enquire with us the night before your departure to determine whether a late check-out will be possible. After your check-out, we will store your luggage until you are ready to depart. If you would like to guarantee a late check-out, we ask that you make your room reservation for one extra night.
Yes, all our accommodations have complimentary, unlimited use Wi-Fi.
If you wish to drive a rental car in Japan, you must possess one of the following driving permits:
- An International Driver’s License based on the Treaty of Geneva (1949).
- A Japanese Driver’s License
For more information, please visit the Toyota Rent a Car website.
Travelling without insurance is crazy. It would be best if you had travel insurance that covers you for:
- Holiday cancellation due to illness or injury and flight delays and cancellations.
- Snowsports – costs of rescue and appropriate medical care can be very high.
Winter weather can delay flights and travel arrangements. If your usual travel insurer does not provide sufficient cover, then an easy option that includes cover for both delayed flights, Covid-19 and snow sports is Cover-More Travel Insurance (needs to be booked more than 21 days before departure to enable access to Covid -19 coverage).
Rubbish is removed daily, and fresh towels are provided every 2nd day (not including arrival and departure days); mid-stay clean and linen change every five days on stays of 8 nights or more. If you would like a different level of service, please let us know, and we can give you a custom quote.
Yes. Please let us know if you would like them, and we will be happy to prepare a cot, high chair, baby gate or child seat for you. The rates are as follows:
Baby cot - ¥3,000 per stay
High chair - ¥3,000 per stay
Baby gate - ¥3,000 per stay
Child seat - ¥3,000 per stay
Please be aware that baby gates cannot be provided for Powderhouse, The Moo, Gravity, Kairos by the Mountain and Prominence (Bluebird Apartments is all on one floor, so not needed).
All of our accommodations are strictly non-smoking/non-vaping. Should evidence be found of smoking or vaping in the accommodation, a minimum charge of 50,000 yen will apply along with extra cleaning fees and compensation should the room be rendered unusable for future stays. There are ashtrays outside or on the balcony (please close the door while smoking).
Unfortunately, not. We recommend Pet Hotel Luna, located at the top of Meitetsu or Dog House PAWPAW in Cortina, for those with pets.
Our accommodations are for registered guests only. Please let us know if you would like to add guests to the list of registered guests, and be aware that a maximum number of people are allowed to stay at each accommodation.
Spicy Rental is a good choice if you only need a bicycle to get around town.
For mountain bikes, Evergreen has some quality bikes and protective gear.
Please remember to have all deliveries sent to our office address and not the address of your accommodation unless you specify the delivery time and you know you will be present. You can find our address on the FAQ page or your accommodation address on this website's accommodation page.
If you are looking to order meat for a BBQ or want quality meat, both Horizon Farms and The Meat Guy deliver quality meats to Hakuba.
For Asian foods, Asia Superstore is an excellent place that ships to Hakuba. For those that require halal, then Halal Foods is the place.
Private Chefs in Hakuba come and go, so it is best to contact them to see where they are at. Please let us know your experience to keep this list up to date.
Luce by Arisue Spice - base fee of ¥50,000 for up to 10 people and ¥5,000 for each additional person.
Goyoh Hakuba - I don't know much about them.
Hakuba Private Chefs - may not be operating during covid.
BBQ facility is available at properties listed below during the summer only (GW holidays ~ End of November or first snowfall, whichever is earlier) for ¥5,000 / use. We recommend you book it prior to arrival to have it ready when you arrive.
Bluebird Apartments / Bluebird Chalets / Echo Rocks / Eminence / Powdersuites
Our BBQ rental includes:
Weber 57cm BBQ grill, gridiron, chairs & tables, lighter, firelighter, charcoal, gloves, food tongs, charcoal tongs, and a bucket.
*Powdersuites have 2 BBQ areas for guests' use. Please get in touch with us for availability.
