Frequently Asked Questions

All the apartments have a hair dryer.

Each apartment has three bedrooms with an ensuite bathroom. The Japanese Pools/sentōs also contain showers, toilets and washbasins. In addition, the primary bedroom in the 5F Immerse apartment has its own Hinoki bath tub. Bathroom 3 in 3F Experience and 6F Discovery have a bath tub in addition to the Japanese pool.

All apartments, including the Tranquillity Suite contain gourmet self-catering kitchens with stone topped benches and dining tables. The following cooking appliances are provided:

• Oven
• Stove
• Microwave
• Nespresso coffee machine
• Drip coffee machine
• Kettle
• Rice cooker
• Toaster
• Cooking utensils and dinnerware
• Dishwasher and washing tablets

Each apartment has a 65 Inch 4k UHD Sony TV with built in chrome cast, Bluetooth, Netflix and more.

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.

When you book an apartment you are also provided with access to your own personal secured drying room on the ground floor for all of your wet gear. The drying rooms are equipped with dehumidifiers and heaters.

Each apartment includes a washer/dryer and complimentary detergent. When you book an apartment you are also provided with access to your own personal secured drying room on the ground floor for you to store your wet gear during your stay. The drying rooms are equipped with dehumidifiers and heaters. We encourage you to use the rooms for your laundry if you prefer not to use a clothes dryer.

Every apartment (excluding the Tranquillity Suite) includes access to your own private Japanese Pool (or Sentō). Each pool is filled via a luxury water fountain, and is maintained at your favourite temperature via the electronic temperature controls throughout your stay. Open the window and you are immersed in the surrounding nature whilst relaxing after a long day of skiing, hiking and mountain biking. They are not lap or exercise pools.

We provide bodywash, shampoo, conditioner and handwash in all bathrooms within our hotel.

All bedrooms in each apartment contain imported luxury pillow top king size (Australian) beds. The beds can also be configured/separated into two single beds.

Levels 2 (Inspire), 3 (Experience) and 6 (Discover) have one bedroom that contains king size bunk beds plus a separate king/single bed.

Once you have completed your booking our concierge manager will reach out for instructions on your bed configurations during your stay to ensure the beds are made exactly as you require.

All the apartments and drying rooms have passcodes, there are no keys or cards. The concierge will provide you with your access codes during your induction upon check-in.

All the linen is provided for your stay including bedding, towels and robes. Additional linen can be provided if required at an additional charge. Please ask our friendly concierge staff if you require additional linen.

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

All apartments are equipped with:

• A gas fireplace
• Underfloor heating
• Ceiling fans
• Reverse cycle air conditioning

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

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.

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

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.

Shuttle bus finder map

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

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.

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

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

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.

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

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.

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

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.

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.

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.

Shuttle bus finder map

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

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

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.

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.

Yes, to drive in Japan you must have a valid International Driving Permit. Please obtain this before arriving.

To make the most of your time in the Hakuba Valley, we highly recommend hiring a car during your stay. While our concierge can assist with shuttles and transfers to nearby destinations, having your own vehicle provides added flexibility and the freedom to explore Hakuba’s many attractions at your leisure, especially during the Green Season when trails, lakes, and villages are more spread out.

Our lovely staff are happy to collect you from the following locations when you arrive in Hakuba:

• Hakuba Train Station
• Hakuba Happo Bus Terminal/Happo Information Center
• Hakuba Goryu
• Hakuba Goryu Escal Plaza

When you make a booking our staff will reach out to you requesting information regarding your arrival times and locations, so they will be available to collect you from your destination.

Please note, our staff are unable to collect you from the Nagano train station. You will need to organise your transfer from the Nagano Train station to Hakuba Valley. The following website will provide options for transfers from Nagano train station. Hakuba Collection

We understand that you may be travelling from the airport on one of the Japanese fast trains or may be travelling throughout Japan before arriving at Hakuba Platinum. In Japan we have an extremely efficient courier service that will transfer your luggage. The company that provides this service is called Yamato Transport. When you arrive at the airport make your way to tourist information counter and request a “hands-free travel service” and they will direct you to the Yamato Transport counter. The following link to the Yamato Transport website will outline how to use this service Yamato Transport.

Please provide the following address to the lovely staff at Yamato Transport:

Hakuba Platinum
22212 Kamishiro,
Hakuba-mura
Kitaazumi-gun, Nagano 399-9211

We will safely store your luggage for your arrival.

Shuttle bus finder map

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

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.

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.