Terms & Conditions

1.1. A Booking is only confirmed once we have received your Deposit payment and issued a written Confirmation.

1.2. All offers, prices, terms, and conditions are subject to change or withdrawal without notice before a Confirmation is issued.

1.3. The Booking details are the same as the Confirmation, with errors and omissions excepted.

1.4. Descriptions and details of our services are subject to change at anytime.

1.5. The Booking Total specified on the Confirmation is determined by the number of guests noted on the Confirmation. Any change to the number of guests may change the Total Booking amount.

2.1. All prices are in Japanese Yen and include 10% Japanese consumption tax.

3.1. Payment of the Deposit is needed before a Booking can be confirmed.

3.2. The following applies to Winter Bookings, defined as checking-in between 15 December and 31 March:

3.2.1. If the Confirmation date is more than 60 days before Check-In, the Deposit is 20% of the Total Accommodation Rate, payable by the specified due date and is not refundable.

3.2.2. If the Confirmation date is 60 days or less before Check-In, the Deposit is 100% of the Booking Total by the specified payment due date and is not refundable.

3.3. The following applies to Summer Bookings, defined as checking-in between 1 April and 14 December:

3.3.1. 100% of the accommodation total is due 14 days before arrival and is not refundable.

3.4 Regardless of the terms above, there may be a refund in special cases, in which case the paid amount minus the credit card/bank transfer fee will be refunded.

4.1. The following applies to Winter Bookings, defined as checking-in between 15 December and 31 March:

4.1.1. The Balance of the Booking Total is required no later than 60 days before Check-In.

4.2. The following applies to Summer Bookings, defined as checking-in between 1 April and 14 December 2017:

4.2.1. The Balance of the Booking Total is required no later than 14 days before Check-In.

4.3. Where the currency of your credit card is not Japanese Yen:

4.3.1. All foreign exchange rate calculations and charges are your responsibility.

4.3.2. There may be differences between the date of your credit card payment, the time the charges appear on your statement, and the date the currency calculation is made.

4.3.3. Where we cancel, void, or refund payment to your credit card in JPY, the refund amount will change due to foreign currency exchange rates and your bank or credit card company's fees; any differences are your responsibility.

4.4 Regardless of the terms above, there may be a refund in special cases, in which case the paid amount minus the credit card/bank transfer fee will be refunded.

5.1. The following applies to Winter Bookings, defined as checking-in between 15 December and 31 March:

5.1.1. Cancellation within 7 days of Confirmation but more than 60 days before Check-In: Full refund.

5.1.2. Cancellation after 7 days of Confirmation but more than 60 days before Check-In: the full Deposit is forfeited; i.e., there will be no refund of the Deposit.

5.1.3. Cancellation 60 days or less before Check-In: 100% of the Booking Total; i.e., the full amount is due and payable.

5.2. The following applies to Summer Bookings, defined as checking-in between 1 April and 14 December:

5.2.1. Cancellation more than 15 days before Check-In: Full refund.

5.2.2. Cancellation 14 days or less before Check-In: 100% of the Booking Total.

5.3. Any refund will be paid via bank transfer or credited to a credit card, and you are responsible for all transfer fees and exchange rate losses.

6.1. We can provide and arrange other services and products (Guest Services) that may be attached to a Booking, including Lift Passes, Airport Transfers, Ski Hire, Ski Lessons, etc.

6.2. You must advise us in writing at least 14 days before Check-In of your flight details for arrival and departure. With this information, we can organise and deliver any Airport Transfers you booked.

6.3. The full Guest Services Total must be paid 14 days before Check-In or on dates expressly indicated on the invoice.

7.1. A cancellation is any change to a Guest Service Item that is not an upgrade or an addition of a new Item.

7.2. Where you cancel a Guest Service Item, the following applies:

7.2.1. Cancellation 14 days or less before Check-In – 100% of the price of the Guest Service Item, UNLESS otherwise stated in the terms for that Guest Service Item on our website or the Confirmation.

7.2.2. Any amount refunded from cancelled Guest Service Items will be held as a credit on your account with us, which can be applied to other services or refunded in cash or to your credit card during your stay.

7.2.3. Where refund due cannot be refunded to you in cash during your stay, that refund will be paid to the credit card used and/or via a bank transfer, with all transfer fees, credit card fees, and exchange rates losses payable.

8.1. An Amendment is any change to names, adding extra people to your Booking, upgrading Packaged Items, or changing Guest Service Items.

8.2. Amendments after Confirmation incur an administration fee of JPY5,000 per change – this does not apply to new Guest Service Items added to your Confirmation.

9.1. If you do not use the guest services that you have purchased and booked with us, we cannot offer any refund in whole or part.

9.2. If your arrival or departure time or date changes due to delayed or cancelled flights or any other reason, you must claim any loss or extra fees incurred on your travel insurance.

9.3. If your arrival or departure time or date changes due to delayed or cancelled flights or any other reason, any Guest Service Items you have purchased may not be able to be rescheduled, and you may have to repurchase services for the rescheduled time. There may also be delays in supplying a rescheduled service or alternative service.

9.4. You must make all requests for changes in writing, and where we can accommodate your requested change, our written Confirmation will be sent. Verbal instructions or Confirmation cannot be accepted or honoured.

10.1. We reserve the right to substitute or upgrade accommodation with accommodation to a comparable standard and type. If we cannot provide accommodation for an equivalent standard under the abovementioned circumstances, we shall refund the deposit or full payment amount without any deduction. The standard of accommodation is as we have determined.

10.2. An extra person fee of ¥7,500 per person per night applies to any Booking over the Standard number of people in an accommodation where we approve. Additional guests will be accommodated on Japanese futons. The use of cots (cribs) and high chairs are ¥5,000 each and can be requested at the time of Booking and are subject to availability.

10.3. The Maximum number of occupants per accommodation may not be exceeded.

10.4. Children aged up to 2 years count as occupants but do not incur the extra person charge for up to 1 child if additional bedding is not required.

10.5. No part of the accommodation or stay may be sublet to a third party without the written approval of The Hakuba Collection. All persons staying in the accommodation must be recorded on the Booking and abide by these terms and conditions.

10.6. The accommodation provider determines the allocation of units within the property with multiple units, in line with our policy to provide fair and efficient services to our guests. While we consider specific unit requests, the unit may be subject to allocation requirements based on the prevailing booking situations.

11.1. You accept responsibility for damage to the property (including common areas), fittings, furniture, keys and other chattels caused during your occupation, including any consequential losses incurred.

11.2. Damage to wooden floors is a common issue, usually caused by guests wearing snow spikes inside the room. The full repair cost of any damage to the flooring caused during your stay will be charged to you. There is a minimum charge of JPY20,000. Please understand that the cost of repairing damaged flooring can exceed JPY2,000,000 in the larger rooms.

11.3. A valid credit card is required as a security deposit, and you authorise us to charge all fees properly charged under this agreement to that credit card.

11.4. Your possessions, including lift passes and hire equipment supplied by us, are at your own risk during your stay.

12.1. The accommodation is available for occupation from 3 pm. (However, if you inform us of a later arrival time, the accommodation may be prepared just before that time. Therefore, please provide up-to-date arrival times for all guests staying in the accommodation.

12.2. The accommodation must be vacated by 10 am.

12.3. Where we have not confirmed alternative arrangements in writing and accommodation is not vacated by the Check-Out time, a charge of JPY10,000 for each hour or part thereof that the accommodation is occupied past the Check-Out time will be charged to you.

12.4. We reserve the right to enforce the vacation of the accommodation any time after the Check-Out time.

12.5. Japanese Law requires that we obtain all Guests’ full names, nationalities, passport numbers, postal addresses, and occupations at Check-In.

13.1. Rubbish is removed daily, and fresh towels are provided every second day (not including Arrival and Departure days); mid-stay Clean and linen change only if guests stay 8 nights or more.

13.2. On check-in, the accommodation will be clean and tidy, the beds will be made with fresh linen and bath towels will be supplied.

13.3. complimentary tea, coffee, sugar, body soap, hand soap, hair conditioner, shampoo, dishwasher powder, washing powder, tissues, and cleaning products will be provided at check-in.

13.4. Most rooms can be set up as twin or king, and some accommodations have bunk beds – the beds will be arranged in the standard bedding configuration unless you advise differently. Bedding configurations must be supplied at least 14 days before the Check-in date. Where a bedding configuration is not provided or is incorrect due to your omission, and you request a change to the bedding configuration 14 days before the Check-in date, additional Housekeeping charges will be billed to you.

14.1. No pets are allowed at any accommodation, either inside or outside or in vehicles parked at the accommodation.

15.1. Parking during the winter months is severely restricted and must be requested and confirmed for each Booking if required. Charges may apply, some properties do not have parking, and public parking may not be nearby. Guests who intend to bring a vehicle must confirm parking availability with us at the time of Booking.

15.2. Parking on the street is illegal, and your car may be towed.

16.1. All our properties are non-smoking. Some properties do not have an outside covered smoking area.

16.2. If guests smoke in the accommodation and continue to smoke after being requested to stop, we may evict the group or any individual from the accommodation without any refund.

16.3. If anyone in the group has smoked in the accommodation, they will be charged additional cleaning costs AND costs incurred in compensating later guests affected by the smell of smoking or the room owner for bookings that need to be relocated to a different room. The minimum charge is JPY50,000, but it may be higher.

17.1. The Hakuba Collection operates wholly in Japan, and the law of Japan applies to all services provided. Where agents and principals offer services, the Bookings are made subject to the terms and conditions of the agent or principal.

17.2. Subject to Japanese Law The Hakuba Collection, our agents and principals are not liable for any loss, damage, delay, consequential loss, injury, or death resulting from any act, alteration, or omission by The Hakuba Collection, our agents or principals, any third party, an act of God or other circumstances.

17.3. We expect guests to protect themselves against all travel risks, including the possibility of having to cancel a holiday or alter travel dates, with appropriate Travel Insurance, which they arrange at the time they pay their Deposit.

You accept these terms and conditions in full when you place a booking with The Hakuba Collection.