Frequently Asked Questions - Hakuba Hospitality Group

Frequently Asked Questions

What are the check-in and checkout times?

Check-in is from 16:00, and checkout is by 10:00 for all chalets and hotels except THE HAPPO. Check out at THE HAPPO is 11:00. 


Do you offer early check-in?

Early check-in is subject to availability. Please contact Hakuba Hotel Group Team directly.


Do you offer late checkout?

Late checkout is subject to availability. Please contact Hakuba Hotel Group Team directly.


Is internet connection available?

Yes, free Wi-Fi connection is available in all guest rooms. Please see the compendium in your chalet or rooms for the password.


What are your guest room amenities?

Guest rooms at THE HAPPO are equipped with bath towels, face towels, bath mats, yukata gowns, shampoo and conditioner, body soap, and toothbrush sets. Razors and hair brushes are provided at the reception desk free of charge.

The Marillen Hotel and Phoenix Hotel have everything listed above with the exception of yukata gowns and the Roka Apartments and Chalets do not have yukata gowns or reception stations.

Is there a refrigerator in the guest room?

Yes, guest rooms and chalets are equipped with an empty refrigerator.


Is there a safe-deposit box in the guest room?

Yes, it is available in all guest rooms at THE HAPPO but none at the other hotels and chalets.


Do you have rooms with a separate bath and toilet?

Yes, we do. The Deluxe Triple and Family Room have a separate bath and toilet at the Happo. Most chalets have a separated bath and toilet. Please contact Hakuba Hotel Group team for more details.


Do you have smoking rooms?

All guest rooms and chalets are non-smoking. Please smoke outside of the building.


Do you have large family rooms that can accommodate many adults?

We have quad room available at The Happo and The Marillen Hotel which sleep 4 people. Larger groups should book private chalets. 


Do you offer parking?

Yes, we have onsite and offsite parking. Parking at hotels are on a first-come, first-served basis; reservations are not available. If the parking lot is full, we will assist you by providing information on nearby parking lots.

Due to Marillen’s Ski-in, Ski-out location, guest park a few hundred meters away at Seseragi Hotel.


Do you charge extra if my child and I sleep in the same bed?

The overnight charge is free for a child 3 and under sleeping with you in the same bed. An adult charge applies if your child needs separate bedding and breakfast. (A baby cot is available 3000 JPY/night)


Do you have any pet-friendly properties?

Mizuho 3 Bedroom Chalets, Mizuho 4 Bedroom Chalets, Villa Rochalie, and The Castle are pet friendly chalets upon request. Surcharge may apply.

Is there a supermarket in Hakuba?

We have 3 supermarkets in Hakuba: A-coop, The BIG, and Delicia are 5 to 7 mins away from the centre of Happo One by car. 


Is there a convenience store nearby?

Yes, there is a Lawson that is a minute’s walk from THE HAPPO Hotel.


When do I settle the room charge?

Please settle your room charge before arrival.


What is your cancellation policy?

It depends on the rate plan. Please check with your reservation details.


Can I leave my luggage at the hotel before check-in and after checkout?

The Service Team would be happy to store your luggage upon request. Note, however, that valuables are your own responsibility.


Can I send my luggage to the hotel before I arrive?

Yes, please send them to the address below:


The Happo, HHG Chalet selections, ROKA guest

5090-1 Hokujo, Hakuba, Kita-Azumi, Nagano 399-9301


Marillen Hotel guest:

4077 Hokujo, Hakuba, Kita-Azumi, Nagano 399-9301


Phoenix Hotel and Chalet guest: 

4690-2 Hokujo, Hakuba, Kita-Azumi, Nagano 399-9301


We would be happy to store your luggage and snow gear until check-in, with the exception of valuables, food, and dangerous items.

Please make sure to include your accommodation, check-in date, and reservation name on the shipping label.