Find the Answers to Commonly Asked Questions
When sending your luggage or Amazon order, please enter the name of the primary guest and the accommodation name booked with us. It is essential to identify your luggage and pre-arrange for it to be delivered to your accommodation; otherwise, the delivery may be delayed if the names do not match.
Send your luggage to the following address:
①Lead Guest Name ②Accommodation Name ③Check-in date
The Hakuba Collection
4272 Hokujo, Hakuba
Kitaazumi District, Nagano 399-9301
Phone Number: +81 90 2173 1870
- If you would like to send your luggage or package directly to the accommodation, please ensure that the delivery time is set for when you will be present, as our staff are not onsite to collect it. We will not hold or be responsible for deliveries made to the accommodation. The address is on each accommodation's website page.
- Please provide the required information clearly to ensure smooth and accurate delivery.
- Please note that we do not hold the luggage any longer than one week before arrival.
- We'll deliver your luggage or package to your accommodation after the delivery; you cannot pick it up.
- We do not accept cash-on-delivery payments or hold refrigerated or frozen deliveries.
If you would like to forward your luggage from Hakuba to the airport or your next hotel, please visit the Yamato Transport Co., Ltd. Hakuba Center (you can locate it using Google Maps). They now accept credit cards; please see their website for more information. Alternatively, we can handle this for you for ¥5,000 per piece of luggage inclusive of the luggage delivery fee. Just let us know the pickup time and where you would like it sent.
Our accommodations include shampoo, conditioner, body wash, hand soap, and towels. To minimize waste and be more environmentally friendly, we do not offer toothbrushes, toothpaste, shower caps, cotton swabs, or nightwear. Hairdryers are available in each bathroom, and laundry pods are provided for the laundry facilities.
Please note that complimentary coffee, tea, sugar cubes, and salt & pepper are provided, but they will not be replenished during your stay. We do not supply cooking oil. Additionally, we offer kitchen cleaning supplies such as sponges, dishwashing liquid, and dishwasher soap.
All accommodations have full kitchens equipped with necessities, including a refrigerator, IH or gas cooktop, Microwave, Oven, or Microwave / Oven combo, Dishwasher, rice cooker, hot water pot or kettle, toaster, pots and pans, cutlery, dishware, coffee cups, water and wine glasses, a portable gas stove with a gas canister, hot pot nabe, and utensils. All accommodations have a full oven except Gravity, which has a smaller one.
If you need any special items, it is best to bring them with you. If you use up the gas canisters provided and need more, please purchase them at the supermarket.
There are also kitchen cleaning supplies such as sponges, dishwashing liquid, and dishwasher soap.
- Trash Pickup: We provide daily trash pickup for guests staying 2 nights or more.
- Towels: For stays of 3 nights or longer, you'll receive two sets of face and bath towels upon arrival. This allows you to easily wash one set while using the other. For stays of 2 nights or less, one set is provided.
- Mid-Stay Cleaning: Guests staying 8 nights or more will receive a mid-stay cleaning service every 4 to 6 days. This service includes a full cleaning of your accommodation, along with fresh towels and linens.
If you would like additional housekeeping services during your stay, please inform us when booking, and we can provide a customized quote.
Each accommodation includes a washer/dryer for your convenience. Laundry detergent is supplied, but please note it will not be replenished during your stay.
Check-in hours are from 3 PM to 9 PM; check-out is by 10 AM.
Check-in will occur at the accommodation during winter. Please inform us of your arrival time and method in advance so we can arrange to meet you promptly.
Early check-in before our standard time of 3:00 p.m. may be available, but we cannot guarantee it. We will do our best to accommodate your requests. If you would like to ensure early check-in, please extend your reservation to include the night before your arrival. If you arrive before your room is ready, we will be happy to store your luggage for you.
We offer a late check-out option, subject to availability. Our standard check-out time is 10:00 AM. If you wish to extend your stay, please let us know by 6:00 PM the evening before your departure, and we will confirm availability that night.
Late check-out rates vary between ¥5,000 and ¥30,000 per hour, depending on the house and season, with higher rates applied in winter. Please note that late check-outs are extremely limited in the winter due to the high demand for cleaning staff. It takes four to five hours to clean and prepare each accommodation thoroughly, so we appreciate your understanding if a late check-out cannot be accommodated.
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. Copies, online digital translations, or photos of your license are not accepted. It MUST be a physical booklet-type license based on the Geneva Convention 1949. This permit must be obtained from the National Automobile Association, which issued your original driver's license before arriving in Japan.
- A Japanese Driver's License
For more information, please visit Toyota Rent a Car or this website.
The Hakuba Collection strongly recommends that you obtain travel insurance to cover yourself against all travel risks, including losses due to cancellations, amendments, loss or damage to personal property, medical expenses, and other unforeseen circumstances.
Some providers of travel insurance.
Yes. You can book them as optional orders through the link sent when booking.
The rates are as follows:
Baby cot - ¥5,000 per stay
High chair - ¥5,000 per stay
Baby gate - ¥5,000 per stay
Child seat - ¥5,000 per stay
Please be aware that baby gates cannot be provided for Powderhouse, The Moo, Gravity, Kairos by the Mountain, and Prominence.
All of our accommodations are strictly non-smoking/non-vaping. If any evidence of smoking or vaping is found inside 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 82s, 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.
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 want to order meat for a BBQ or want quality meat, both Horizon Farms and The Meat Guy deliver quality meat to Hakuba.
For Asian foods, Asia Superstore is an excellent place that ships to Hakuba. Halal Foods is the place for those who require halal foods.
Here are the private onsen information sites.
Please get in touch with them directly for booking.
Private Chefs in Hakuba come and go, so it is best to contact them to find out where they are. Please let us know your experience so we can keep this list current.
Kitchen Saito: An experienced chef with expertise in Japanese, Italian, French, Chinese, Vietnamese, and Thai cuisines- specialises in creating beautiful, delicious, and healthy Japanese-inspired dishes tailored to our guests' tastes.
Catering Lab: They provide private chefs and catering services to chalets in the Hakuba Valley.
Tacos Las Alturas: Private taco dinners. DM them on Instagram for availibility and prices.
Crowd Chef: If you have a Japanese speaker in your group, you can use this service (for booking and communicating with the chef during the meal). The Japanese use this service, so the prices are much better. For the 2025/26 season they have 10 chefs that can service the Hakuba area.
The BBQ facility is available at the properties listed below during the summer only (GW holidays, End of November or first snowfall, whichever is earlier) for ¥5,000 / use. You can book a BBQ rental as an optional order through the link sent when booking. If you have booked through another booking site, you will receive the information link approximately two weeks before your arrival date.
*Please book the BBQ at least three days before your arrival.
Bluebird Chalets / Echo Rocks / Eminence / Powdersuites/Sakka Rocks/The Moo/Chalet Infinity
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.
For direct bookings through this website on select dates during the winter only, Powderhouse, The Moo, Echo Rocks, Powdersuites, Eminence, Sakka Rocks and Sakuraya are accommodations that include a vehicle during the winter season.
Please be aware that the driver must bring a valid international driving license in Japan. Copies, online digital translations, or photographs of your license are not accepted. It MUST be a physical booklet-type license based on the Geneva Convention 1949.
For more information, please visit Toyota Rent a Car or this website.
The best time to visit Hakuba for a ski trip is typically from mid-December to late February. During this period, the ski resorts in the area usually receive consistent snowfall, providing excellent snow quality and optimal skiing conditions, and the resort shuttles are running.
The peak season generally falls in January and February, when the snow is deepest and the weather is coldest. However, the ski season in Hakuba can extend from late November to early May, depending on snow conditions. If you prefer to avoid crowds or get a better rate on accommodation, consider visiting during the earlier or later parts of the season, but remember that the snow conditions may not be as ideal as during the peak season.
Ultimately, the best time to visit depends on your preferences for snow conditions, crowds, and prices. Monitor weather forecasts and snow reports to plan your trip accordingly.
The Hakuba Valley Shuttle Bus network connects the valley's 10 ski resorts through a mix of paid arterial routes and free resort-specific loops. The primary Hakuba Valley (HV) Shuttles (Line V1 and V2) operate from mid-December to late March and cost ¥800 per ride, though they are free for All-Mountain Lift Pass holders on active skiing days; crucially, these daytime buses are cashless (online ticket only), requiring a credit card or digital payment method to board. For evening dining, the Night Loop Bus (Line VN) operates from December 26, 2025, to February 22, 2026, connecting hubs like Echoland and Wadano for a flat ¥800 fare (cash is accepted, but lift passes are not valid). While skis and snowboards are permitted on board (usually held by hand), large suitcases are prohibited on all shuttle lines, so you must arrange taxis or luggage delivery services for your arrival and departure transfers.
Uber is available in Hakuba for the 2025-2026 season, but it functions as a dispatch service for licensed local taxis rather than private cars, meaning you will be picked up by a standard taxi with green license plates. You can use your regular Uber app to book rides 24/7, which is the most reliable option for late-night transport after the shuttle buses cease operation; however, be aware that the fleet is limited to approximately 50 vehicles valley-wide, leading to frequent "No Cars Available" messages during the morning rush (08:00–09:30) and dinner peak (18:00–20:00). Most vehicles are sedans equipped with roof racks for skis and snowboards, making them slope-ready, but large vans for groups are rare.Fares are metered plus a small dispatch fee (~¥160–¥200), and for critical transfers like catching a train, it is highly recommended to use the Uber Reserve feature to book your ride up to 90 days in advance rather than relying on immediate availability.
The Hakuba Demand Taxi is a shared, reservation-only van service that operates in two shifts: the daytime "Fureai-go" (08:00–17:00, year-round) and the "Night Demand Taxi" (17:00–23:00, December 16 to March 16). You must download the "Hakuba Demand Taxi" app (by SWAT Mobility) to book rides, which cost ¥300 during the day and ¥500 at nightper person (or ¥450 if paid via credit card in the app). The service utilizes 9-passenger Toyota HiAce vans that pick up and drop off at approximately 93 "virtual stops" within Hakuba Village limits (excluding Tsugaike and Cortina), but strictly prohibits skis and snowboards on board. For night trips, reservations open daily at 09:00 AM and often sell out instantly; if you cannot secure a booking or have ski gear, you must use the more expensive Uber Taxi service or a standard commercial taxi instead.
1. Earn More Rewards With Every Stay
When you book directly through The Hakuba Collection, your reservation is categorized under Merchant Category Code (MCC) 7011-Hotels, Motels, and Resorts. Many credit card programs offer more points or enhanced rewards for transactions with this code, compared to bookings made through Online Travel Agencies (OTAs), which often use different codes that may not qualify for bonus points. That means more value for every yen you spend.
2. Guaranteed Best Rate-Or We’ll Beat It
We are committed to offering you the lowest possible price. If you find a lower rate for our chalets on any other website, simply let us know. We won’t just match it-we’ll beat it by 5%. This is our way of ensuring you always get the best deal when you book directly with us.
3. No Hidden Fees-Transparent, Local Pricing
Many travel agents and OTAs charge additional service or booking fees that often leave the local community. When you book directly, your money stays local, supporting our staff and the surrounding area. There are no hidden fees, just straightforward, honest pricing.
4. Local Presence and Hands-on Management
The Hakuba Collection is the exclusive land/property manager of all accommodations listed on this website. This means you're not booking through a third-party intermediary — you are reserving directly with the official source. Our team oversees every aspect of each property, from construction and maintenance to guest services and concierge support. By booking with us, you gain access to the most accurate availability, local expertise, and the best possible rates — all with no added platform fees.
Book Direct. Get More. Support Local.
Choose to book directly with us for your next stay. Earn more points, get the best rate, and help keep fees in the community. Thank you for supporting our hotel and those who make your stay special!
