FAQ
When is the check-in and check-out time?
Check-in 3:00 pm Check-out 10:00 am.
We can take care your luggage before check-in or after check-out. Please feel free to ask us.
"Self Check In" system is now available on Mountain Side and other villas. You can check in by yourself after our front hours.
How do I check in to the villa? (Villa El Cielo Hakuba, Hachi, Zenrinso, NIVIA)
You'll enter the villa using a passcode, so there's no need to pick up keys. We'll send you a check-in email beforehand with instructions.
After entering, please proceed with the check-in process on the provided tablet. Once you've completed check-in, the front desk team will be notified, and a staff member will visit your villa to greet you and provide instructions.
I want to send my luggage in advance. Where should I send them by Ta Q Bin (courier)?
For guests staying at Mountain Side or in any of our individual villas, please send your luggage to the Mountain Side Front Desk. When sending, kindly include the sender's name, accommodation details, and check-in date.
For guests staying in the villas, your luggage will be delivered to your villa on the check-in date.
Shipping Address:
Mountain Side
4313-1 Hokujyo Hakuba, Kita Azumi-gun, Nagano 399-9301
Tel: +81-261-85-8870
Do you have any transportation service?
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 Shinkansen Nagano station for you.
- Free shuttle to resorts in Hakuba and Glossary Store/Onsen (Japanese Public Bath) /Restaurants are available in winter season. (*the number of shuttle is limited)
Do you have parking lot?
Yes, we have free parking space for our guests.
Mountain Side: There is a dedicated outdoor space at the back of the building. Two electric vehicle charging stations are available.
Hachi: Up to 3 vehicles can be parked on the premises. The garage is not available for use. Electric vehicle charging facilities are available.
Zenrinso: Up to 3 vehicles can be parked on the premises. The garage is not available for use. Electric vehicle charging facilities are available.
NIVIA: One vehicle can be parked in the garage, and one vehicle can be parked in front of the garage, for a total of 2 vehicles.
Villa El Cielo Hakuba: Up to 3 vehicles can be parked on the premises.
Do you have free Wi-Fi?
Yes, free Wi-Fi is available for all accommodations.
When is the concierge service available?
Front desk open hour: 8:00 am - 6:00 pm (Summer season) /8:00 am - 8:00 pm (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.
What is each property’s capacity?
Mountain Side: 6 adults
Villa El Cielo: 10 adults
NIVlA: 10 adults
Hachi: 14 adults
Zenrinso: 14 adults
Please note that we count children 7 years old and up as an adult.
Do you have any bed size option? (Mountain Side)
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)
Is there any special price for kids?
Up to one child (under 6 years old) per bedroom can sleep with adult free of charge.
Please note that towels and amenities are not provided.
<Mountain Side> If an extra bed is requested for a child under 6 years old, it can be provided for an additional charge of 3,300 yen per night.
Any availability for 1~4 person? (Mountain Side)
Only the apartment with three bedroom is available for winter season. But for the green season, we offer apartments with partial occupancy, either 1 bedroom or 2 bedrooms. Please check the booking page for details.
Do you have a baby cot?
Yes, it is available up to 2 years old at 2,200yen per night. Please contact us in advance due to the number of the baby cot we have.
Do you have futon?
Sorry that we don’t have any futon at Mountain Side.
You can have 2 sets of futon maximum at Villa El Cielo and NIVIA as per previous request.
Do you have bathtub in each room?
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.
NIVIA: One family bathtub on 2nd floor. Each bedrooms on 1st floor has 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.
Zenrinso: Main bed room and one twin room on the ground floor have bathub, while other bedrooms are equipped with shower and washstand.
Do you have nightwear? (Mountain Side)
Yes, we provide nightwear in Midium and Large sizes. (Please contact with the concierge to request nightwear during winter season)
Do you have laundry service?
Sorry we only have washing machine (with detergent) and dryer for each apartment and villas.
Do you have any seasoning?
We provide salt and pepper only . Please bring your own if you will cook.
Do you have any kitchen equipment?
We will offer you a comfortable cooking time with our self contained kitchen. Fully equipped with utilities, pot&pans, European brand appliances, dishes, glasses, knife, coffee maker, rice cooker etc. Please contact with the concierge for more details.
Do you have any equipment for rental?
We have portable stove and hot pot. Please note that we have limited number of items.
Do you accept credit card?
Yes, we accept VISA, MasterCard, AMEX, JCB, DiscoverCard etc.
Can I smoke inside the property?
Sorry, smoking is prohibited in all facilities, including courtyards and balconies.
Can I stay with my pet?
Sorry, no pets allowed in any properties.
Is there any convenience store around properties?
The nearest store is a 20-30 mins walk from the properties.
Do you have any store inside the properties?
Sorry, we don’t have any store.