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FAQHere you will find regularly asked questions about the hotel

About rooms and staying at the hotel

What time is the check-in / check-out?

Check-in is at 3 p.m. and check-out is at 10 a.m.

Do you accept credit cards?

Yes, we do. Please go to the front desk to make credit card payments.
We accept JCB, Visa, Master Card, Amex, UC, DC, NICOS, Diners, UFJ, Saison Card, Ginren Card.

Can you hold on to my valuables for me?

Please use the safes provided in your room to store your valuables.
We can also hold on to your valuables at the front desk if required.
We also have coin lockers located at the onsen entrance.

Can I leave my luggage at the hotel?

You can leave your luggage at the front desk before check-in or after check-out.

Do you have refrigerators in your rooms?

Refrigerators are provided in all rooms.
You can use it freely.
You can also buy drinks at our shop, bar or from the vending machines.

Can I use the fax machine?

You can ask to send a fax at the front desk.
We also accept faxes sent to the guests staying at our hotel (fax number 0261-72-5520).
Please attach the name and room number of the addressee to the fax.

I am staying for a few nights, what kind of cleaning service do you provide?

At our hotel the staff cannot enter the room without the guest's permission.
If you wish for your room to be cleaned please put the “Please make up room” tag on the door nob before 10 a.m.
If you wish to change towels only, please go to the front desk (depending on your plan, the cleaning services may not be included).

What are the weather and temperature like?

Please see the current weather for Hakuba village here.
Also, if you are planning to go hiking in the mountains, there may be a sudden drop in temperatures, so please bring some warm clothes.

Do you have yukatas for children?

We have children size yukatas. If you are bringing your children with you, please tell us their age.

Facilities and services

Do you provide internet?

We have free Wi-Fi in all rooms.
Also our guests can use Wi-Fi and Mac computers near the front desk for free.
However, we do not provide PC rental services.

How does your car park work?

Capacity: standard size car - 30, buses - 3.
Our guests can use the parking lot free of charge from 8 a.m. of the check-in day till the check-out time.

Do you have vending machines?

We have smoking areas with ashtrays just outside the entrance, at the restaurant terrace, in the cigar lounge and outside the lounge.

Do you have a smoking area?

We have smoking areas with ashtrays just outside the entrance, at the restaurant terrace and outside the lounge.

Does the hotel provide wakeup calls to rooms?

You can set an alarm using the phone in your room. Pick up the telephone receiver, dial 71, and then dial the time you wish to get up following the 24-hours system (if you want to set the alarm for 7 a.m., dial 71, 0700).
If you wish to erase the alarm, please dial 79.

Can I order a massage?

Please see the onsen homepage.

I would you like to use express home delivery.

The front desk staff will handle luggage sent to the hotel.
We work only with Yamato Express.

Do you have newspapers?

Yes, at the front desk.

Do you sell postmarks/stamps and postcards?

Yes, at the front desk.

Can I charge my electric automobile?

We have an EV charging station in the main parking lot.
The charger is 200V (normal charging) with two new-model flat plugs.
Guests staying at our hotel can use it for free.
It is also possible for guests who are not staying at our hotel to use it (please ask the staff).
We also provide CHAdeMo fast charging. One time (maximum 30 minutes) is 500 yen.
The use is possible from 10 a.m. to 4 p.m. and from 10 p.m. to 4 a.m. Available to guests both from our hotel and outside.

Do you have a shop?

We have our Le Sapin shop located on the ground floor of the Eastern Wing.

Do you have humidifiers?

We lend out humidifiers at the front desk.

Can I borrow a bycicle?

For an additional fee we rent out multiple kinds of bicycles. Please ask the front desk staff.

I am not staying at your hotel, but can I have dinner at the hotel restaurant?

Yes,you are welcome to dine at our restaurant if you are not a guest. see the restaurant homepage.

Can I use the onsen even if I'm not staying at your hotel?

Yes, our onsen is open for non-hotel guests too. Please refer to Spa page.

Can you arrange a cake for special occasions?

We can arrange a cake made at our hotel.
We can assist you with a birthday or anniversary surprise and other occasions.
Please contact us for more information.

Public Transport

Can you pick me up at the station or bus terminal?

We can organize a free pick-up service between 8am-5pm. Please let us know your arrival time or give us a call when you arrive.
We will come to pick you up in 10-15 minutes.

Do you have car rental?

We can give you information about local rental car companies.
As the company will need your personal information, we ask you to fill in the application form by yourself.

Can I get to Tsugaike, Goryu and Iwatake by public transport?

As the company will need your personal information, we ask you to fill in the application form by yourself.

Can I get to Tsugaike, Goryu and Iwatake by public transport?

We have a bus stop nearby where you can take a free shuttle bus to each ski area.

Ski gear

Can you take care of my ski gear?

We have lockers on the side of the hotel exclusively for our guests where you can put your skis, ski boots, poles and snowboard boots. We ask our guests not to bring their ski gear inside the hotel.
You can use the lockers from 3 p.m. of the check-in date up till 10 a.m. of the check-out date (only during winter season).

Do you have changing rooms?

We have changing booths inside the ski room exclusively for the guests staying at our hotel (only for the winter season).

Can I buy ski gear here?

We have a ski rental shop on the premises of our hotel (only winter season)

Do you have ski rental services?

We rent out high-performance ski and snowboard equipment as well as clothing and accessories at Rhythm Sports located at our visitor center.
We do not rent out goggles, hats and gloves but you can purchase them at the shop. We also have skiwear for children (winter season only).