Guest FAQs


What is your cancellation policy during the COVID-19 pandemic?

We will issue full refunds in the event of any government issued travel bans or quarantine requirements to or from Japan as a result of COVID-19.
A non-refundable 30% deposit is required to secure your reservation at the time of booking, for cancellations due to non-COVID reasons.

General Information

What time is check-out?

Check-out is anytime before 10:00 AM.

Is there a supermarket close by?

Yes – there are 3 supermarkets in the local area.

We offer a supermarket shuttle daily from 3:00 PM – 4:30 PM. We can take two guests from each group

Is there parking space for vehicles at the chalet?

Yes, we have space for one vehicle per chalet, which is a heated parking space. Please do not park on neighbouring property – as hefty fines, up to 50,000 JPY, may be incurred.

Where is Hakuba White Fox based?

Our chalets are located in Echoland, Hakuba – perfectly positioned to shops, bars, restaurants and easy access to the ski resort shuttle buses.

All of our chalet pages show the location on a map – click here to check the location of the chalet you are interested in.

Do your chalets have a minimum night stay?

Our standard is a 5 night minimum stay, we will sometimes have shorter blocks of availability. Contact us to check or browse dates online.

Each chalet sleeps 6 comfortably and capacity can be increased using futons.

Can I have friends / family stay over?

Our Chalets are for registered guests only. Please let our Guest Services team know if there will be additional guests joining the group.

Can I smoke in the chalets?

All of our properties are non-smoking. Guests who smoke inside the chalet will be held responsible and penalized accordingly.

Who can I contact in case I need assistance?

If it is not urgent, please email, and we will get back to you as soon as possible.

If you require immediate help, please contact our Guest Services team at: +81-70-3312-0852 or +81-70-4438-9188.


What amenities are provided in the chalet?

Shampoo, conditioner, body wash, are all provided in the chalet, along with hand soap. Hairdryers and bathmats are provided in each bathroom, and you’ll find bath towels and hand towels in each bedroom. A laundry machine, along with laundry detergent, is provided in our laundry facilities. All of our chalets have fully equipped kitchens – cutlery, dishware, glassware, and standard kitchen equipment. There are also kitchen cleaning supplies such as sponges, dishwashing liquid and dishwashing soap for the dishwasher. Complimentary coffee and tea are supplied, but are not replenished during your stay.

Are the chalets equipped with WIFI?

Yes, all of our chalets have WIFI internet connections.

What type of kitchen tools and equipment do you have?

Our kitchen is stocked with all of the basics – an IH stovetop, pots and pans, plates and bowls, glassware, cutlery, spatulas, tongs, ladles – the works.

We do not stock any food items, like oil / salt / pepper, so you will need to purchase what you plan to use.

Are the chalets equipped with heaters?

All of the chalets have underfloor heating installed in all rooms with individual control switches to fine tune the temperature of the chalet.

Where do we store our ski and snowboard gear?

Every chalet has a private dry room – where you can store and dry your gear overnight.

Cash & Credit Cards

Are credit cards accepted in Hakuba?

In most establishments, they are not.

It is becoming more common for credit cards to be used, but it is recommended that you always carry cash with you when you’re going out.

Where can I exchange / withdraw money?

There are limited foreign exchange facilities in Hakuba – best bet is to change as much currency as you need prior to arriving in Hakuba.

You can use your debit / credit card to withdraw money from the cash machine located in the Misorano 7-11 convenience store (15 minute walk from Hakuba Base Camp), or at the Happo Bus Terminal. Be sure to check with your bank if you are able to use the card overseas.


How do I get from the airport to Hakuba / my accommodation unit?

There are two major airports in Tokyo: Narita and Haneda airport. Depending on which airport you arrive at, and the time of day you get here, the ideal travel route will vary. Please contact us if you need assistance working out the best route to Hakuba, we’d be happy to help.

Should I rent a car?

It is not necessary to rent a car, but we feel that by renting one, it will take your trip from good to amazing. There are 10 local resorts located in the Hakuba Valley – and busses are often busy, and infrequent. With a car, you would have the ability and flexibility to drive to any of the 10 resorts of your choice with ease – and with an All Mountain Valley Pass, you could even do two resorts in one day should you want to switch it up! On days you’ll be spending off the slopes, you can take the car and venture into the surrounding area to explore culture, food, and everything that the Nagano region has to offer. Visit: if you’d like to have a car arranged for you.

NOTE: You will need an international drivers license, or another drivers license valid in Japan, in order to rent a car. Please let us know if you have any questions regarding the legality of your license.

Is it easy to get a taxi?

Taxis are very busy in Hakuba, especially during peak hours (7:00 am – 10:30 am // 5:00 pm – 11:00 pm). Taxis can be up to a 1.5 hour wait during evening hours, so if you do eat out and plan to get a taxi back, let the restaurant know to call you one before you sit down. It is highly advised to reserve a taxi any time you need one, as it is very difficult to flag one down.

Can I get around town / get to ski resorts by bus?

There are a few busses that go around town and to most of the ski resorts. They do get quite busy during peak hour, so head to the bus stop early. The closest bus stop to our accommodation units is HAKUBA BASE CAMP / BEAR’S CAFE

Which is the closest ski resort and how long does it take to get there?

The closest resort is Happo-One resort, which takes under 10 minutes by car. Goryu, 47, and Iimori are also close – just under 15 minutes by car.

Ski School / Back Country / Ski Hire

Which ski school do you recommend?

Our preferred partner for ski schools is FRONTIER, a boutique ski and snowboarding school located at Norikura Resort (in-between Tsugaike and Cortina) in the Hakuba Valley. Though they are based in Norikura, they offer lessons in other resorts as well. Their instructors have experiencing teaching a range of students, from first timers to expert level skiers and snowboarders. Their instructors are all Internationally Trained and Qualified and have years of teaching experience around the world.

Group and private lessons available.

Visit: to book.

Where can I hire ski / snowboard gear?

CENTRAL SNOWSPORTS stocks the largest and widest range of Demo Skis & Boards in the Hakuba Village, Japan. Powder, Park, all mountain, Backcountry and Beginner – they do it all. They have a store located close to all of our chalets, so the whole process is a breeze. Pre-book your gear online to save time – less time in the store and more on the slopes!

Visit: to book now!

I want to explore the back-country, what’s the best way?

Hiring a guide is highly recommended if you plan to go back country skiing and snowboarding. A guide not only knows the best local terrain, but is also is trained in the case there is an avalanche / someone gets lost. A guide can also help take care of logistics like transport to/from the tour and renting equipment. Jerry, owner and operator of GOOD GUIDES, has a lot of experience under his belt and would be our top pick.

Visit: to book.


Is there a hospital close by, with doctors that speak English?

The closest clinic is SHINTANI CLINIC which is located about 5 minutes away from Hakuba Base Camp by car. They deal with most common injures / ailments, but will refer you to a specialist should they not be able to treat you. The doctors / nurses do speak a little English, but not much. If it is a serious accident / ailment, one of our team members will be able to assist with translations.

For more serious conditions, OMACHI HOSPITAL is a hospital located 30 minutes by car, and has a much bigger facility with more equipment, doctors, and nurses. Not many of the staff here speak English but are equipped to deal with emergencies.

Is there a local dentist?

Yes, there are a few dentists in Hakuba that would be able to visit, but would only be recommended to go in the case of an emergency.

Is there a recommended physiotherapist in the Hakuba?

For any on-slope injuries / body care, visit HAKUBA PHYSIO.

All of the staff are english speaking, advanced skiers or snowboarders with extensive knowledge of the specific strains winter sports places on the body and experience diagnosing most winter sports injuries.


Is there anywhere I can get a massage?

HAKUBA PHYSIO offers deep tissue or relaxation massages to release tension, facilitate recovery, soothe achy muscles, and release tight joints.

We can also arrange to have a masseuse to come to your accommodation unit to give you an in-house massage.

Please ask a member from our guest service team for more information.


Are there any onsens located in the vicinity?

There are many onsens in the local area, many of them located within a 10 minute drive from our accommodation units. Please ask our guest services team for personal recommendations.

What are some popular activities to do off the slope?

Make the best of your rest day and explore the Nagano region for your cultural fix. The Snow Monkey Park, Zenkoji temple, Matsumoto City, and Itoigawa Fish Markets are all popular options. Inquire for more details.

Dining Out

What’s the best restaurant to eat at?

There are a lot of fantastic dining options in Hakuba – something for everyone. Please refer to our RESTAURANT GUIDE for our personal favorites.

Are there vegetarian / vegan / gluten free options available?

Yes, there are restaurants that would be able to cater to your dietary requirements. Please ask our guest services team for a list of restaurants that would be able to accommodate you.

Are restaurant reservations required?

If you have a restaurant you definitely want to try out, a reservation is highly recommended. The popular restaurants in Hakuba tend to book our days in advance, so book early!

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