Frequently Asked Questions | Hotel Sierra Resort Hakuba | Hot spring resort hotel in Hakuba Village, Nagano Prefecture

FAQ

Reservations
Shuttle Services
Ski Resorts
Child-friendly Services
Restaurants
Accommodations
Hotel Facilities

Reservations

Q.Can I make a reservation by phone?

While we do accept reservations by phone, we recommend making reservations through our official website for the best deals.

Official reservation site here.

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

Check-in is from 3 p.m. (15:00) and check-out is by 10 a.m.
Check-in and check-out times may vary depending on your accommodation plan, so please confirm the plan details when making your reservation.

Q.Can I leave my luggage with you after the check-out date?

Our hotel does not store luggage beyond the check-out date.

Q.What payment methods do you accept?

We accept cash and credit cards (VISA, Master, AMEX, JCB, UC, DC, NICOS, Diners).
* Please note that cash payments are only accepted in Japanese yen.
* Outside of credit cards, we do not accept cashless payments, such as electronic money for public transport, QR/barcode payments, or smartphone payments.

Q.Can I pay with the hometown tax subsidy voucher issued by Hakuba Village or with Furusato PAY?

Yes, you can.

Q.When do cancellation fees apply?

Cancellation policies are based on each plan. Cancellation fees will be calculated from the day before your stay.
Example: For a plan in which cancellation fees apply from 7 days prior to your stay, if your check-in date is December 8th, cancellation fees will apply from December 1st.

Q.How much is the cancellation fee?

Cancellation fee will be charged as follows:
7 days prior to arrival: 20% of the hotel room charge
3 days prior to arrival: 30% of the hotel room charge
2 days prior to arrival: 50% of the hotel room charge
On the day of arrival: 100% of the hotel room charge
No-show: 100% of the hotel room charge
* Cancellation fees may differ depending on the accommodation plan.
* For groups, please inquire in advance.

Q.Do you have a parking lot?

Free private parking is available at the hotel (approximately 100 spaces).

Q.Do you have lounge wear?

Medium-size Japanese yukata (kimono-style cotton house robe) are prepared in advance for the rooms.
* If the size is an improper fit, please ask the reception staff for another size; we have small to extra-large available.
* Additionally, we also provide yukata for children from small to large.

Q.Can I ship my luggage to you in advance of my stay?

Please send it within one to two days prior to your arrival. Please ensure the date of your stay and the name of your reservation is written in the remarks area of the delivery invoice. (Please keep a copy with you, just in case.)

We also offer round-trip luggage delivery service or one-way shipping for your convenience.
* Please refrain from sending cash, valuables, perishable foods, etc.

Our address:
Hotel Sierra Resort Hakuba
〒399-9301
14863-6 Kitajo, Hakuba Village, Kitaazumi District, Nagano Prefecture
(In Japanese: 長野県北安曇郡白馬村北城14863-6 )
Tel. +81-261-72-3250

Q.Are there any convenience stores nearby?

The Hakuba Iwatake's 7-11 store is about a 5-minute drive away.
Operating hours: 24 hours a day

Q.I haven't received a reservation confirmation email. What should I do?

Please check your spam folder. To confirm your reservation, you may also call +81 261-72-3250 or use our contact form.
* Please note that an English speaker is not guaranteed to be available by phone. Please allow extra time for us to respond to English emails.

Q.Do you provide services for special occasions, such as anniversaries, honeymoons, birthdays, etc.?

For birthdays and anniversaries, we will include a message on dessert plates at no additional charge. Cakes and flowers can be also be arranged for an additional fee. Please contact us at least 3 days in advance.

Shuttle Services

Q.Is there a shuttle bus?

A shuttle bus is available exclusively for our guests to and from JR Hakuba Station and Hakuba Happo Bus Terminal.
Reservations are required. Please contact us in advance through our contact form or by phone (+81 261-72-3250) to let us know your arrival and departure times and the number of people.
* Please note that an English speaker is not guaranteed to be available by phone. Please allow extra time for us to respond to English emails.

Q.When is the shuttle service available?

The shuttle operates by reservation from 8:00 a.m. to 10:00 p.m. (22:00). Outside of these hours, please use a taxi.

Q.Is there a bus to go to dinner in the village?

We offer a shuttle service by reservation departing from the hotel at 17:40 or 18:40 for JR Hakuba Station and Hakuba Happo Bus Terminal.
If you wish to go to other destinations, please take a taxi.

Ski Resorts

Q.Are there any ski slopes nearby? How can I access the ski resort?

Please refer to the following for the driving times from our hotel to each ski resort.
・Tsugaike Kogen Ski Resort: about 10 minutes
・Iwatake Snow Field: about 10 minutes
・Happo-one Ski Resort: about 20 minutes
・Cortina Ski Resort: about 30 minutes

There are also public shuttle buses (for a fee) to each ski resort and Happo Bus Terminal during the winter season, so please inquire at the front desk.

Q.Does the hotel have rental skis and clothing?

There is a rental shop in the hotel. Please try on the items after you arrive.
[Products]
■ Ski set (skis, boots, poles)
■ Snowboard set (board, boots)
■ Other: Clothing, helmet
* Children's items are also available.
* Accessories (knit cap, gloves, goggles) are for sale only.

Q.Does the hotel have ski lockers?

Yes, we have ski lockers.

Q.Can I send skis, snowboard, or any other ski items in advance?

Child-friendly Services

Q.Are baby cribs available?

Yes, we provide baby cribs on request for 1,500 yen (tax included) per night. Please let us know if you will require one when you make your reservation.

Q.Is there a bed guard for children?

Bed guards for infants over 18 months are available for free upon request. Please let us know when you make your reservation.

Q.Can a child share a bed with adult?

Generally, children under 6 years old can stay free of charge, up to one child per bed.
We also provide separate children's meals for an additional cost.

Q.What meals are available for children?

Our children's dinner is available for 2,200 yen (tax included):
Drink, soup, main dish (choose from one of 10 items, including pizza, pasta, curry, fried chicken plate, etc.), dessert.

Q.Can I purchase diapers at the hotel?

Diapers are not sold within the hotel.

Q.Are there diaper changing spaces in the hotel?

Both the men's and women's restrooms in the hotel lobby have private rooms with diaper-changing stations.

Restaurants

Q.Can I eat at the restaurant if I am not staying at here?

We also accept outside reservations for our restaurants depending on availability. Please feel free to contact us.
All prices below include tax.

Breakfast Buffet: 2,200 yen per adult, 1,100 yen per child
Lunch Course: 3,850 yen (* Lunch service is currently suspended.)
Dinner, French Four Seasons Course: 8,800 yen
Dinner, Premium Course: 15,400 yen

Reservations for the French Four Seasons Course must be made by 5:00 p.m. (17:00) the day before.
Reservations for the Premium Course must be made by 5:00 p.m. (17:00) three (3) days in advance.

Priority is given to overnight guests for breakfast and dinner. In the cases when the restaurant is busy, you may be asked to wait. Please note that we may not be able to accept every reservation.

Q.Do you accommodate food allergies?

We will do our best to accommodate allergies; however, due to limitations in the cooking environment, we may not be able to accommodate requests such as the use of specific ingredients or cooking utensils, specific cooking methods, or the complete removal of trace ingredients.
Please contact the hotel directly regarding any allergies or dietary restrictions. (TEL: +81-261-72-3250)
* We cannot make accommodations based on food preferences alone.

Q.Can you accommodate other dietary restrictions, such as vegetarian, vegan, gluten-free or halal?

Currently, this is not supported.

Q.Is it okay to eat at the courtyard on good-weather days?

For breakfast, when the weather is fair, you are welcome to bring your plate to a table in the courtyard to enjoy dining in the pleasant breeze of the highlands.

Q.Can I have dinner in my room?

Please enjoy your evening meal in the designated restaurant.

Accommodations

Q.If I plan to travel by car, how can I know the road conditions? When should I use snow chains or studless snow tires?

Road conditions change daily. From late November to mid-April, the roads can be icy or snowy, so for safety reasons, always carry studless snow tires or chains with you.

Q.Are guide dogs allowed in the hotel? Can I stay with my guide dog or service dog?

Yes, we accept guests with a guide dog (service dog). Please let us know in advance of your stay.

Q.Can I stay with pets?

No. Our accommodations are not suitable for regular pets. Thank you for understanding.

Q.Is it possible to enter the room if I arrive early? Is early check-in possible?

Check-in time is from 3:00 p.m. (15:00). If you would like to use the room before that time, we accept early check-in for 2,000 yen per hour. Please contact us by the day before to arrange early check-in. (Please note that we may not be able to accommodate your request depending on the situation.)

Q.Can I request a room with a view?

The West Wing (with Grand Twin Rooms and Grand Double Rooms) have both the courtyard and forest views, while the East Wing (Junior Suite Rooms) have both the courtyard and outer garden views. We will do our best to accommodate requests for views, but please note that we cannot guarantee this as it depends on the availability on the day. Thank you for your understanding.

Q.Can I purchase tickets for each gondola at Iwatake Mountain Resort, Tsugaike Kogen, Happo-one, etc.?

Discounted advance tickets for each gondola are available for purchase at the front desk.

Q.Can I bring in outside food and drinks?

Please feel free to bring them into your room or to select areas of the hotel.
You may also bring your own wine bottles into the restaurant for an additional fee of 3,000 yen per bottle.

Q.Are there Japanese-style rooms?

We do not have Japanese-style rooms available.

Q.Can I smoke in the hotel or in my room?

This hotel is a non-smoking hotel. Please smoke only in the designated smoking areas.

Q.Are there activities I can book?

Information about seasonal activities is available at the front desk.
Hakuba Village offers a wide variety of activities, including canoeing, kayaking, paragliding, trekking, rafting, mountain biking, firefly tours, and soba noodle making, as well as ski lessons, snowshoeing, and cross-country skiing in the winter.

Q.If I get sick or injured during my stay, are there any hospitals nearby?

There are six medical, surgical, and orthopedic clinics in Hakuba Village. General hospitals are Omachi Municipal Hospital (about 30 minutes by car) and Azumi General Hospital (about 50 minutes by car). Please see the front desk staff for information about hospitals that may have English-speaking staff on hand.
In addition, we have installed an AED (Automated External Defibrillator) in the lobby.

Hotel Facilities

Q.Can I enter the room with my shoes on?

We provide slippers in your room, but you are free to wear either shoes or slippers inside the room and hotel.

Q.Can three people use the Grand Twin Room or Grand Double Room? Can five people use the Junior Suite Room?

The Grand Twin Room and Grand Double Room can accommodate up to 3 people by adding an extra bed.
The Junior Suite can accommodate up to 5 people with the addition of an extra bed.

Q.Is there an elevator in the hotel?

There is no elevator in the West Wing, where the Grand Twin Rooms and Grand Double Rooms are located. We recommend that elderly guests and guests with disabilities stay in rooms on the first floor or in the East Wing, which has an elevator.

Q.Is room service available?

No, we don't provide room service.

Q.Are towels provided at the large public bath "Kominka no Yu"?

There are no towels provided at "Kominka no Yu", so please bring one face towel and one bath towel from your room when you go.

Q.Are there open-air baths and saunas?

The large public bath "Kominka no Yu" has an indoor bath, a roofed outdoor cypress bath, and an open-air rock bath. There is no sauna.
We also have private baths available by reservation, so please feel free to use them.
* The open-air rock bath cannot be used in winter due to snow accumulation.

Q.What is meant by "private onsen"?

Private onsen refers to having a private hot spring room to yourself, without sharing the space with others. One private bath reservation is free with every one-night stay. Reservations are accepted on a first-come, first-reserved basis and can only be made on the same day.

Q.Are there any ski fitting rooms?

There is a fitting room (for one person) in the rental shop exclusively for those using rental equipment, but, as it is often crowded, we recommend changing ski outfits at the ski resort or in your car. There are no other fitting rooms at the hotel.