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Find the Answer to Commonly Asked Questions

I would like to send my luggage or Amazon order in advance. Where should I send it to?

When sending your luggage or Amazon order, please enter the name of the primary guest and accommodation name booked with us. It is essential to identify your luggage and pre-arrange to have it delivered to your accommodation, and it may delay the delivery if the names differ.

Send your luggage to the following address:

Lead Guest & Accommodation 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 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 hold or be responsible for deliveries made to the accommodation. The address is on each accommodation's website page.
  • Please clearly state the required information for smooth and accurate delivery.
  • Please note that we do not hold the luggage any longer than two weeks before arrival.
  • We'll deliver your luggage or package to your accommodation; you cannot pick them up.
  • We do not accept Cash on Delivery deliveries.
I would like to send my luggage to the airport or to my next hotel. How do I do this?

To forward your luggage from Hakuba to the airport or your next hotel, go to "Yamato Transport Co., Ltd. Hakuba Center" (please use Google Maps to find it). Please be aware that Yamato only accepts cash. Please see Yamato's website for more information.

What amenities are provided in the accommodation? Do I need to bring anything?

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. Laundry pods are included with the laundry facilities.

What condiments are supplied are in the accommodation?

Complimentary coffee, tea, sugar cubes, and salt & pepper are supplied, but please remember that they are not replenished during your stay. Please also note that we do not provide cooking oil.

There are also kitchen cleaning supplies such as sponges, dishwashing liquid, and dishwasher soap.

Is the kitchen fully equipped?

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, and 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.

What are the check-in and check-out times?

Our standard Check-in hours are from 3 pm ~ 9 pm and check-out before 10 am.

Where do I check-in?

Check-in will take place in the accommodation. Therefore, please provide your arrival time and method beforehand so we can arrange to meet you in a timely manner.

May I have an early check-in?

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 store your luggage if you arrive before your room is ready.

May I have a late check-out?

At The Hakuba Collection, we offer late check-out options for our guests, subject to availability. Our standard check-out time is 10 am. If you need extra time, please follow these guidelines:

• Request by 6 pm the night before your check-out.
• Late check-out depends on availability and will be confirmed the night before.
• Summer rate: ¥5,000 per hour.
• Winter rate: ¥20,000 per hour.

For questions or concerns, don't hesitate to contact us.

Is there Wi-Fi in the accommodation?

Yes, all our accommodations have complimentary, unlimited-use Wi-Fi.

What is required to drive in Japan?

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.

Do I need travel insurance?

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.

Winter weather can delay flights and travel arrangements. If your usual travel insurer does not provide sufficient cover, an easy option that includes cover for delayed flights, COVID-19, and snow sports is Cover-More Travel Insurance (it needs to be booked more than 21 days before departure to enable access to COVID-19 coverage).

Some other providers of travel insurance.

What sort of housekeeping is provided?

We offer daily trash pickup for guests staying with us for 2 nights or more. Upon arrival, you'll find two sets of face and bath towels if your stay is for 3 nights or more (1 set for stays of 2 nights or less). We also offer a mid-stay cleaning service for those staying 8 nights or longer every 4 to 6 days. This includes fully cleaning your accommodation, fresh towels, and linens.

If you need additional housekeeping services during your stay, please let us know when you book, and we can provide a customised quote.

Each accommodation comes with a washer/dryer. Laundry detergent is supplied, but please remember that it is not replenished during your stay.

Do you have baby cots, baby gates, child seats, and high chairs?

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 (Bluebird Apartments are all on one floor, so they are unnecessary).

Does The Hakuba Collection have smoking/non-smoking accommodations?

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).

Do you have any accommodations that accept pets?

Unfortunately, not. We recommend Pet Hotel Luna, located at the top of Meitetsu or Dog House PAWPAW in Cortina, for those with pets.

Pet Hotel Luna

Dog House PAWPAW

Can I have friend and family stay over?

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.

What options are there for grocery delivery service in Hakuba?

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.

Are there any private onsens in Hakuba?

Here are the private onsen information sites.

Obinata Private Onsen

Azekura Sanso

Please get in touch with them directly for booking.

Can we get a private chef in Hakuba?

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 in keeping this list up to date.

Hakuba Private Chefs - will be in operation during the 2023/24 season.

Takashi Anywhere Kitchen - contact him on Instagram for a booking.

Kitchen Saito - contact her at [email protected] for a booking.

Do you have BBQ facility?

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. You can book 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 Apartments / 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.

Which accommodations include a vehicle during the winter season?

For direct bookings through this website on select dates during the winter only, Powderhouse, The Moo, Echo Rocks, Powdersuites, Eminence, and Sakka Rocks 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.

When is the best time to visit Hakuba for skiing?

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 keep in mind 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.

How do I get around the Hakuba Valley without a vehicle?

During the winter, a shuttle bus service typically runs from December 16th to March 14th. Below are some useful websites and apps.



The Hakuba Night Demand Taxi runs from roughly the 18th of December to the end of February between 5 and 11 pm each evening. You need to download the Hakuba Night Demand App and then book and pay using the app with a credit card. ¥500/person.

Our Properties


Powderhouse is the most impressive chalet in Hakuba Valley, making it an excellent choice for large family gatherings or group vacations with friends. Enjoy a private onsen experience with our large hot tub from the privacy of your own residence.

  • 18 Max Guests
  • 6 Bedrooms
  • 6 Bathrooms
  • 8 Toilets

The Moo

Introducing a new, spacious, and secluded chalet in the heart of Echoland. This two-level chalet boasts six bedrooms and 4.5 bathrooms, Completed in 2022; it provides a comfortable and luxurious getaway for you and your family.

  • 14 Max Guests
  • 6 Bedrooms
  • 4 Bathrooms
  • 5 Toilets
Gravity Colorized

Contact us to book your Hakuba holiday.

Together with our team, we're here to make your holiday great!

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