FAQ

When sending your luggage, please note to enter the name of the primary guest who is booked with us. This is essential so that we can identify your luggage and pre-arrange for it to be delivered 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

All of our accommodations are supplied with amenities such as shampoo, conditioner, body wash, hand soap, and towels. Hairdryers are provided in each bathroom. Liquid detergent, as well as softener, are included with the laundry facilities.

There are also kitchen cleaning supplies such as sponges, dishwashing liquid and dishwashing soap for the dishwasher. Complimentary coffee, tea, sugar cubes and salt & pepper are supplied but please note that they are not replenished during your stay. All accommodations have full kitchens and are equipped with cutlery dishware and standard kitchen equipment and utensils.

To cut down on waste and be a bit more environmentally friendly, we do not provide toothbrushes, shower caps, cotton swabs or nightwear.

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. If you wish to guarantee early check-in, please extend your reservation to include the night before your arrival. We will happily store your luggage for you 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 the Front Desk on the night before your departure to find out 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 in Japan, you must possess one of the following driving permits:

• A Japanese Driver’s License
• An International Driver’s License based on the Treaty of Geneva (1949).

For more information, please visit the Toyota Rent a Car website.

Travelling without insurance is crazy. You need travel insurance which covers you for:

• Holiday cancellation due to illness or injury as well as 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 provides cover for both delayed flights and snow sports is World Nomads.

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, or both in your room free of charge.

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.

Unfortunately, not. For those with pets, we recommend Pet Hotel Luna. Here is their Facebook Page.