Terms & Conditions

Terms & Conditions when booking accommodation with The Hakuba Collection.


1.1. A Booking is not confirmed until we have received your Deposit payment and we issue a written Confirmation.

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

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

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

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


2.1. All prices are in Japanese Yen and include 8% 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 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 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.


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 credit card statement, and the date on which the currency calculation is made.

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


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: full Deposit is forfeit; i.e. nil refund of Deposit.

     5.1.3. Cancellation 60 days or less before Check-In: 100% of the Booking Total; i.e. 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 due to you will be paid via a bank transfer, with all transfer fees and exchange rates losses payable by you.


6.1. We can provide other services and products (Guest Services) which may be attached to a Booking including Lift Passes, Airport Transfers, Ski Hire, Ski Lessons, Food Packages, Car Hire and others.

6.2. You must advise us in writing at least 14 days before Check-In of your flight details for both arrival and departure. Without this information, we are not able to organise and deliver any Airport Transfers you have booked with us.

6.3. Payment of the full Guest Services Total is required no later than 7 days before Check-In.


7.1. A cancellation is any change to a Guest Service Item which 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 to be refunded from cancelled Guest Service Items will be held as a credit on your account with us to 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 via a bank transfer, with all transfer fees and exchange rates losses payable by you.


8.1. An Amendment is any change to names, adding extra people to your Booking, upgrading of Packaged Items, any change to 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. Where you do not use 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 will need to 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, AND there may 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 are unable to provide accommodation of an equivalent standard under the circumstances as mentioned above, we shall refund the Deposit or full payment amount without any deduction. Standard of accommodation is as determined by us.

10.2. An extra person fee of JPY5,000 per person per night applies to any Booking over the Standard number of people in an accommodation where approved by us. Additional guests will be accommodated on Japanese futons. Cots (cribs) are free 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 6 years count as an occupant, but do not incur the extra person charge if extra 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 must abide by these terms and conditions. 


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 cost of repair to 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 in the larger rooms the cost of repairing damaged flooring can exceed JPY2,000,000.

11.3. A valid Credit Card is required as a Security Deposit, and you authorise us to charge all fees and charges properly chargeable 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 in the case where you inform us of a later arrival time the accommodation may be prepared just before that time. Therefore please ensure to 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 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. Fresh Towels and Linen Change are provided every 5 days, and Rubbish Removed every day (not including Arrival and Departure days); Mid Stay Clean and Linen Change only if guests are staying 7 nights or more.

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

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

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 advised differently by you. Bedding configurations must be supplied at least 7 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 after 7 days before the Check-in date, additional Housekeeping charges will be billed to you.

14. PETS

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


15.1. Parking during winter months is severely restricted and must be requested and confirmed for each Booking if required. Charges may apply, and some properties do not have parking available, and public parking may not be located nearby. Guests who intend to bring a vehicle must confirm availability of parking 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 who are affected by the smell of smoking or the owner of the room for bookings that need to be relocated to a different room. The minimum charge is JPY20,000 but 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 protect themselves against all risks of travel, 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 pay your Deposit.

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