Info & Questions

Everything You Need During Your Stay

Find answers to common questions about apartment facilities, housekeeping, transport, dining, ski services and local recommendations, with helpful information readily available throughout your time in Hakuba to make your stay as seamless and enjoyable as possible. Should you need anything during your stay, our Concierge Team is here and happy to help. Also feel free to use our online chat bot for imediate answers to common questions and inquiries.

Hotel Facilities

Do you provide massage packages?

Yes, our concierge can assist you in organising an in room massage.

Am I able to smoke/vape in my apartment?

Smoking and vaping are strictly prohibited:

  • Inside apartments and suites
  • Shared spaces including the rooftop, verandas, drying rooms, restrooms
  • Within 10 metres of the hotel exterior

A fee will apply for non-compliance.

Am I required to remove my shoes inside?

To honour traditional Japanese customs and maintain our property’s pristine interiors, we kindly request that shoes be removed upon entering the main building.

  • Slippers are provided at check-in
  • Shoe storage is located in the entryway
  • A separate wet room entrance is available for ski boot removal and drying room access
Do you have a vending machine?

For your convenience, our vending machine is located on the ground floor near the drying rooms and is available 24 hours a day.

It offers a selection of refreshing beverages, including:

  • Bottled water
  • Soft drinks
  • Iced Teas and Coffee
  • Local beers and a range of alcoholic beverages

Please note that the machine operates on a cash-only basis.

Should you have any questions or encounter an issue, our concierge team is happy to assist.

Is there a shuttle service provided by Hakuba Platinum?

Shuttle bus finder map

Please ask our concierge for a timetable and directions upon your arrival.

Is there a Gym on the premises?

There is no Gym in our hotel. We encourage you to enjoy the activities available in the natural surrounding area including hiking, kayaking, skiing, and mountain biking.

Are there parking facilities for my car/hire car?

There is guest parking at the front of the building, available at no extra charge during your stay.

Does Hakuba Platinum have a rooftop bar?

Rooftop dining and entertainment is provided during the summer season only at Hakuba Platinum. The rooftop facilities include:

  • Gas webber style barbecues
  • Outdoor seating and lounge
Is there free Wi-Fi?

Complimentary high-speed Wi-Fi is available throughout all apartments and common areas. Our concierge  will provide you with the required password upon your check-in.

Does Hakuba Platinum have a common bar/lounge area?

No. Rooftop dining and entertainment is provided during the summer season only at Hakuba Platinum. There are no bar facilities in the hotel.

The rooftop facilities include:

  • Gas webber style barbecues
  • Outdoor seating and lounge
Is there an on-site restaurant?

No Hakuba Platinum does not have a restaurant. However, there are numerous restaurants within walking distance. Our concierge team can assist you to find and book local restaurants.

Do the apartments have barbecue facilities?

Level 2 - Inspire apartment has barbecue facilities during the summer season. Gas barbecue facilities are also provided on the rooftop deck with outdoor seating during the summer months

Local Currency

Will I need cash during my stay in the Hakuba Valley?

Yes. Japan is largely a cash economy. The majority of restaurants and bars in Hakuba are cash only, and only some may accept cards. Cash can only be withdrawn from international ATMs.

Do the local restaurants and shops in the Hakuba Valley accept credit cards?

Japan is largely a cash economy. Most restaurants and bars in Hakuba are cash only, and only some may accept cards. Cash can only be withdrawn from international ATMs.

Medical Facilities

Where is the local doctor in the Hakuba Valley?

The local medical clinic is located a 10 minute drive from the hotel.

24195-56 Kamishiro, Hakuba,
Kitaazumi District
Nagano 399-9211
Shintani Clinic (Close Mondays & Thursdays)

Our concierge team is available to assist with transportation and communication if you require a doctor during your stay.

Where is the local pharmacist in the Hakuba Valley?

The closest pharmacy to the hotel is American Drug Hakuba. You will find everything from cold and flu medicine to sun cream and hair products. It is an 11 minute drive from Hakuba Platinum.

Skiing in Hakuba

How do I obtain a ski liftpass for use on all of the ski fields in the Hakuba Valley?

You can purchase your lift tickets online or at the ticket office for each of the ski fields. The following link will provide all of the details for ordering your lift ticket online:

Hakubavalley

The most cost effective pass in Hakuba is the All-Mountain Season Pass which offers early bird discounts:

Hakuba Valley Season Pass

If you are arriving into Hakuba and using your ‘Epic Pass’ then this can be validated at the Nikayama ticket office, Gondola station or the Happo Bus terminal, just take a form of ID and you can redeem your Hakuba mountain pass for 5 consecutive days on the slopes.

Lift passes will activate as soon as you go through the turnstile, so please keep this in mind if arriving in the afternoon, as this will forfeit your full day of your pass. Please note that night skiing is also not included in the Hakuba Valley All Mountain Lift Passes but can be purchased on the evening at the chair lifts for 2,100 Yen.

Lift passes that are issued are strictly non-refundable, non-transferable and non-replaceable. If they get lost, unfortunately you will have to buy a new pass, so it is recommended to keep the lift pass in a left-side ski jacket pocket that keeps the lift pass safe. Lift passes should be kept away from metal objects such as coins and mobile phones to avoid scanning issues or deactivation.

Does Hakuba Platinum offer a ski hire service?

Our concierge can assist you with all your ski hire requirements. Please advise them upon your check in or when they reach out regarding your arrival destination so they can assist you.

Can you assist me in organising ski lessons for my group?

Our concierge can assist you with all your ski lessons. Please advise them upon your check in or when they reach out regarding your arrival destination so they can assist you.

During the winter peak season it is best to prebook your lessons online if you want a private group lesson. Hakuba Snow Ski School

If you wish to organise your own lessons, the closest ski school to Hakuba Platinum is located at the Iimori Snow Resort. They are located on the left as you enter the ski field next to the carpark in front of the ski lift.

Is there a shuttle service provided by Hakuba Platinum?

Shuttle bus finder map

Please ask our concierge for a timetable and directions upon your arrival.

Is Hakuba Platinum a ski in ski out resort?

While Hakuba Platinum is not ski-in/ski-out, it is conveniently located approximately 200 metres from the Goryu Escal Plaza ski lift.

  • A scenic forest trail leads from the rear of the hotel for ski access
  • The local Goryu Escal Plaza shuttle bus stops 50 metres from the front entrance
  • Please see our concierge for shuttle timetables and directions

Shuttle bus finder map

Terms & Conditions

Securing Your Reservation

To secure your reservation with Hakuba Platinum, guests may choose to pay the full accommodation amount upfront or pay a deposit of 30% of the total accommodation cost at the time of booking.

All reservations are subject to availability, confirmation and the specific rate conditions shown during the booking process.

Rates & Pricing

Accommodation rates vary depending on the season, number of guests, room type, length of stay and booking conditions. The final price will be displayed during the booking process before your reservation is confirmed.

Rates may change without notice until a booking has been confirmed.

Payments & Accepted Payment Methods

Hakuba Platinum accepts credit cards, including Visa, Mastercard and American Express, as well as bank transfers.

For credit card payments, the charge will be processed immediately upon booking. For bank transfers, payment must be completed within 7 days of the booking request.

Deposit & Balance Payments

A deposit of 30% of the total accommodation cost is required at the time of booking to secure your reservation, unless the full amount is paid upfront.

Where a deposit has been paid, the remaining balance must be paid no later than 30 days before the check-in date. If the balance is not paid by this time, your reservation may be subject to cancellation and the deposit may be forfeited.

Cancellation Policy

If you cancel your booking more than 30 days before your stay, the total balance paid may be refunded as room credit to be used towards a future stay with Hakuba Platinum.

Room credit must be used within 24 months of the original booking date. Cancellations made within 30 days of your stay are non-refundable.

Date Amendments & Booking Changes

Requests to amend booking dates or make changes to your reservation are subject to availability and may incur additional charges.

Changes are not guaranteed and may depend on the season, room type, rate conditions and the timing of the request.

No-Shows & Failure to Arrive

Failure to arrive on your scheduled check-in date without prior notice will be treated as a no-show.

In the event of a no-show, the deposit and any payments made may be forfeited.

Force Majeure

In circumstances beyond the reasonable control of Hakuba Platinum, including natural disasters, severe weather events, government restrictions, travel disruption or other unforeseen events, refund or rescheduling options will be assessed on a case-by-case basis.

Check-In & Check-Out

Check-in and check-out times will be advised as part of your booking or pre-arrival communication.

Early check-in and late check-out requests are subject to availability and may incur additional charges.

Identification Requirements

Guests may be required to provide valid identification before or upon arrival. The name on the booking should match the name of the arriving guest unless prior arrangements have been made with Hakuba Platinum.

Additional guest information may be required to satisfy accommodation, operational or legal requirements in Japan.

Guest Numbers & Unregistered Guests

Occupancy limits apply to all accommodation. The number of guests staying must not exceed the number confirmed in the booking unless approved by Hakuba Platinum in advance.

Additional fees may apply for unregistered guests or any breach of the confirmed occupancy conditions.

Additional Fees

Additional fees may apply in cases including, but not limited to, excessive cleaning, damage to the property or furnishings, unregistered guests or other violations of house rules.

Guests are responsible for treating the property, furnishings, fixtures and facilities with care throughout their stay.

House Rules

Guests must comply with all house rules, property guidelines and reasonable instructions provided by Hakuba Platinum before or during their stay.

Failure to comply with house rules may result in additional charges, cancellation of the stay or removal from the property without refund.

Housekeeping & Property Care

Housekeeping, linen changes, cleaning services and replenishment items may vary depending on the accommodation type, length of stay and booking conditions.

Additional cleaning or servicing may be available on request and may incur additional charges.

Facilities & Services

Facilities and services are provided for guest enjoyment and may be subject to availability, operating requirements, maintenance, weather conditions, seasonal changes or matters outside Hakuba Platinum’s control.

Hakuba Platinum reserves the right to alter, restrict or close facilities or services where required.

Accommodation Images

Images are provided as a guide only. Layouts, furnishings, views, styling, finishes and individual features may vary between rooms, residences or accommodation types.

No-Party Policy

Parties, events, excessive noise, disruptive behaviour and unauthorised gatherings are not permitted unless expressly approved in writing by Hakuba Platinum.

Guests may be asked to leave without refund if this policy is breached.

Smoking Policy

Smoking is not permitted inside the accommodation or enclosed areas unless otherwise stated. Cleaning fees or additional charges may apply where smoking has occurred in a non-smoking area.

Damage, Loss & Guest Responsibility

Guests are responsible for any damage, breakages, loss, excessive cleaning requirements or costs caused by themselves, their group, visitors or invitees during the stay.

Hakuba Platinum may charge the guest for repair, replacement, cleaning or other reasonable costs incurred as a result of damage or misuse of the property.

Travel Insurance

Guests are strongly encouraged to arrange suitable travel insurance to cover unexpected changes, cancellations, illness, travel delays, snow or weather disruption, personal belongings and other circumstances outside Hakuba Platinum’s control.

Commercial Disclosure

Legal Name: Hakuba Platinum
Address: 22212, Kamishiro, Hakuba, Kitaazumi District, Nagano 399-9211
Phone: +81-90-3279-1369

Mobile: +81-80-1868-1313
Email: operations@hakubaplatinum.com
Head of Operations: London Kettle

Privacy Policy

About This Privacy Policy

Hakuba Platinum respects your privacy and is committed to protecting the personal information you provide when using our website, making an enquiry, submitting a booking request, subscribing to updates, contacting guest services or otherwise communicating with our team.

This Privacy Policy explains how Hakuba Platinum Pty Ltd collects, uses, stores and discloses personal information through our website, guest services, third-party booking agents and related accommodation services.

Why We Collect Personal Information

We collect personal information so we can respond to enquiries, communicate with guests, provide information about our accommodation and services, process booking requests, confirm your identity, assist with travel arrangements, support concierge services and deliver a more personalised guest experience.

We may also use personal information to manage promotions, conduct research, request feedback, address complaints, improve our website, maintain internal records and meet legal, regulatory or operational requirements.

What Personal Information We May Collect

The personal information we collect may include your name, email address, phone number, postal address, booking details, enquiry details, guest numbers, travel dates, accommodation preferences, travel options, transaction details, payment-related information and any other information you choose to provide.

Where relevant, we may also collect information about special requests, accessibility needs, health-related travel requirements, dietary preferences or other details needed to support your stay.

How We Collect Personal Information

We may collect personal information when you complete an enquiry form, make or request a booking, contact us by phone or email, interact with our guest services team, use a third-party booking agent, subscribe to our mailing list, enter a promotion, respond to a survey or otherwise interact with Hakuba Platinum.

We may also receive personal information from third-party travel agents, booking providers or service partners where you have used those services to arrange your stay.

How We Use Your Personal Information

We may use your personal information to manage bookings, respond to enquiries, provide accommodation and guest services, assist with travel and concierge requests, confirm your identity, process payments, send booking-related communications and improve the quality of our website and services.

Where you have opted in, we may also use your information to send marketing communications, special offers, property updates, travel inspiration, promotions or other information we believe may be relevant to your future stay. You may unsubscribe from marketing communications at any time.

Bookings & Third-Party Services

When making an online reservation, you may interact with a third-party booking engine, travel agent, payment provider or service platform. These services may collect and process personal information in accordance with their own privacy policies and terms.

Hakuba Platinum takes reasonable care when working with third-party providers, however guests should review the privacy practices of any external booking, payment or travel platform before submitting personal information.

Do We Disclose Personal Information?

We do not sell, rent or trade your personal information. We may disclose personal information where reasonably required to provide accommodation services, manage reservations, process payments, assist with guest requests, operate our website, respond to enquiries, comply with legal obligations or protect the rights, property or safety of Hakuba Platinum, our guests or others.

Personal information may be shared with trusted service providers, booking agents, payment processors, technology providers, marketing platforms, professional advisers, travel partners or authorities where required by law.

Marketing Communications

If you choose to receive marketing communications from us, we may send you property news, offers, promotions, travel inspiration, seasonal updates or other information relating to Hakuba Platinum and the Hakuba region.

You may opt out of marketing communications at any time by using the unsubscribe link included in our emails or by contacting us directly.

Cookies & Website Analytics

Our website may use cookies and similar technologies to improve website functionality, remember preferences, understand visitor behaviour, monitor website performance and improve the content and services we provide.

Cookies may collect general information such as browser type, device type, pages visited, time spent on the site and referring websites. Some third parties may also place cookies on your browser for analytics, advertising or remarketing purposes.

Aggregated Website Data

We may collect and use aggregated data to better understand how visitors use our website. This may include traffic patterns, popular pages, referral sources and general usage trends.

Aggregated data does not identify individual users and may be used to improve our website, marketing activity, guest experience and online services.

Is Your Personal Information Secure?

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

While we use appropriate safeguards to protect information held by us, no method of online transmission, electronic communication or electronic storage is completely secure. Guests should take care when submitting information online and should not send sensitive payment details by unsecured email.

Can You Access or Correct Your Personal Information?

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

To request access, correction or removal from our mailing lists, please contact us using the details provided below.

Does Your Personal Information Leave the Country?

Hakuba Platinum is located in Japan and may work with service providers, booking platforms, technology systems or marketing tools located in Japan, Australia or other countries.

Where personal information is stored or processed outside your country of residence, we take reasonable steps to work with reputable providers that handle information securely and in accordance with applicable privacy and data protection obligations.

Sensitive Information

We generally do not seek to collect sensitive information unless it is necessary for a specific purpose, required by law, or provided by you with your consent.

If you provide sensitive information, such as accessibility requirements, health-related travel needs, dietary requirements, special medical needs or other special requests, we will only use that information for the purpose for which it was provided or as otherwise permitted by law.

Children’s Privacy

Our website is not intended for use by children without the involvement and consent of a parent or guardian. We do not knowingly collect personal information from children where such collection is not appropriate or permitted.

Links to Other Websites

Our website may contain links to third-party websites, services, booking platforms, travel providers or external resources. These websites are not controlled by Hakuba Platinum and may have their own privacy practices.

We are not responsible for the privacy policies, content or practices of third-party websites. Guests should review the privacy policy of any external website before providing personal information.

Complaints

If you believe we have breached the Australian Privacy Principles or have concerns about how your personal information has been handled, please contact us using the details below.

We will review privacy-related enquiries and complaints within a reasonable time and take appropriate steps where required.

Changes to This Privacy Policy

Hakuba Platinum may update this Privacy Policy from time to time. Any changes will be published on this page and will apply from the date they are posted.

We encourage guests and website visitors to review this page periodically to stay informed about how we manage personal information.