FAQ

Q: When is the check-in and check-out time?

  • A: Check-in 15:00 Check-out 10:00
  • We can take care your luggage before check-in or after check-out. Please feel free to ask concierge.

Q: Do you have any transportation service?

A: Yes, we are able to provide free shuttle service to pick you up at Happo information center or JR Hakuba station if you are coming by public transport (such as bus, train).

  • We can also book the private transport from airport or Shinkansen Nagano station for you. During your stay, shuttle service is also available.
  • Shuttle service hour: 8:00~20:00 (Green season, reservation only) 8:00~22:00 (Winter season)

Q: Do you have parking lot?

A: Yes, we have free parking space only for our guest.

Q: Do you have free Wi-Fi?

A: Yes, free Wi-Fi is available.

Q: When is the concierge service available?

A: 8:00~20:00 (Green season) 8:00~22:00 (Winter season)

We are happy to help your trip make better and comfortable. Please feel free to ask any question or assistance during your stay.

Q: What is each property’s capacity?

A: Mountain side: 6 adults

Villa El Cielo: 12 adults

Hachi: 14 adults

Please note that we count children 6 years old and up as an adult.

Q: Do you have any bed size option? (mountain side)

A: Please let us know if you want double bed in advance. Without any request, we prepare your room as twin bed for each bed room. (double bed size 194cm×203cm, single bed size 97cm×203cm)

Only twin bed is available for other properties.

Q: Is there any special price for kids?

A: children under six years old is free. Please note that we count children 6 years old and up as an adult.

Q: Any availability for 1~4 person? (mountain side)

A: Only the unit with three bed room is available for winter season. But for green season, we have the unit with 1bed room or 2bed room. Please check the booking page for details.

Q: Do you have baby cot?

A: Yes, please contact us in advance due to the number of the baby cot we have.

Q: Do you have futon?

A: Sorry that we don’t have any futon.

Q: Do you have bathtub in each room?

A: Mountain side: Main bed room has bathtub, shower, washstand and bathroom. Bed room 1 has shower, washstand and bathroom. The other bed room has only shower and washstand.

Villa El Cielo: Main bed room has shower, washstand and bathroom. There are also two bathrooms with bathtub and washstand, and other one is with shower and washstand.

Hachi: Main bed room has bathtub, washstand and bathroom. There are also two bathrooms with bathtub and washstand, and other one is with shower and washstand.

Q: Do you have nightwear? (mountain side)

A: Yes, each unit has six nightwear. (Please contact with the concierge to request nightwear during winter season)

Q: Do you have laundry service?

A: Sorry we only have washing machine (with detergent) and dryer for each unit.

Q: Do you have any seasoning?

A: We only have salt and pepper. Please bring your own if you will cook.

Q: Do you have any kitchen equipment?

A: We will offer you a comfortable cooking time, we have dishes, glasses, knife, microwave, coffee maker, rice cooker etc. Please contact with the concierge for more detail.

Q: Do you have any equipment for rental?

A: We have portable stove and hot pot. Please note that we have limited number of items.

Q: Do you accept credit card?

A: Yes, we accept VISA, MasterCard, AMEX, JCB, DiscoverCard etc.

Q: Can I smoke inside the property?

A: Sorry, no smoking allowed on the properties.

Q: Can I stay with my pet?

A: Sorry, no pets allowed in the properties.

Q: Is there any convenience store around properties?

A: The nearest store is 20~30mins by walk.

Q: Do you have any store inside the properties?

A: Sorry, we don’t have any store.