Frequently Asked Questions

How do I get to the hotel? How much does it cost?

The most convenient way is to book a private transfer with our team; click here to view options.

If you prefer public transportation, there are also bus routes and the JR train, connecting New Chitose International Airport, Sapporo and other major hubs.

What is the closest JR train station to the hotel?

The closest JR train station is Kutchan Station. If you would like to arrange a complimentary pick up, please inform us of your arrival time at least 2 days in advance.

Are pick-up/drop-off services available?

We provide pick up services upon check in and drop off services upon check out at JR Kutchan Station and the Hirafu Welcome Center. Reservations are required and we kindly ask that you inform us of your arrival time at least 2 days prior to your check-in date.

Click here for more information about pick-up/drop-off locations and operation dates and times. for the shuttle timetable.
Ski/snowboard bags and other large luggage can be easily accommodated inside the shuttle.

Can the hotel shuttle pick up or drop off guests at stops other than the Welcome Center and JR Kutchan Station?

We do not provide pick-up and drop-off services at other locations. However, our team can assist in booking a taxi. Please contact us as soon as your schedule is confirmed.

Is parking available? Is there a parking fee?

Yes! Free parking spaces for guests are located at the hotel entrance and next to the hotel restaurant. The carpark operates on a first-come-first-serve basis and the capacity is 20 cars. If the on-site carpark is full, there is also a free public carpark just up the hill. Covered parking is not available. Please note that the basement carpark is solely for use as a loading bay by hotel vendors.

You may use the carpark before check-in and after check-out. Please inform the front desk staff.

What is the hotel map code for car navigation?

The map code of the hotel location is 398 384 889*34.

Is the ski resort within walking distance?

Yes! The nearest ski resort is Niseko Tokyu Grand Hirafu and the nearest ski lifts are .Base (Dot Base) (260m), and King Gondola Base (700m). It is a 5 to 10 minute walk. Access to other Niseko United resorts (Hanazono, Niseko Village and Annupuri) will require you to take a bus or taxi.

Is there a ski shuttle available for the ski area?

We operate a complimentary ski shuttle exclusively for hotel guests. Click here for more information about our ski shuttle pick-up/drop-off locations and operation dates and times.

How do I get to Kutchan and the surrounding area?

1. Public Bus
The Niseko United bus and the Donan Bus are public buses that run to the other Niseko United resorts (Hanazono, Hirafu, Niseko Village, Annupuri) and to Kutchan town. Please visit their website for the most up-to-date timetables.

2. Hanazono Shuttle Bus and Hirafu Shuttle Bus
a. The Hanazono shuttle bus runs from Hirafu to Hanazono every 20 minutes during the winter season and is free to ride. Click here for more information.
b. The Hirafu Shuttle Bus is also free and serves nearly all areas of Hirafu. Click here for more information.

3. Taxi
Please note that taxi services are very limited in the area and we cannot guarantee availability. Taxi services are reduced outside of the winter season.
IBS Taxi offers advanced taxi bookings online; click here to make a booking.

How can I get to Rusutsu?

There are three options for getting to Rusutsu if you do not have a car.

1. Take a one-day trip from the Hirafu Welcome Center to Rusutsu.
Please note that only round-trip tickets are available. For more information and reservations, please click here.

2. Take the Donan bus from JR Kutchan Station to Rusutsu.
This option allows for one-way travel and offers more flexible departure times. Reservations are not required—you board the bus on the day of travel and pay as you depart.

Click here to visit the Donan Bus official website.

In the timetable, the JR train station is listed as “Kutchan Eki Mae”.

3. Taxi
We can also arrange a private transfer to Rusutsu. Please contact us for pricing and reservation details.

What kind of breakfast is offered?

Our breakfast may be buffet style or set course style (choice of Japanese or Western), depending on hotel occupancy. It is generally buffet style from 2nd week of December to early March, but is subject to change at the discretion of the hotel.

I have a food allergy. Are you able to accommodate it?

Advance notice is required if anyone from your group has any food allergies.

Please let us know the details of all allergens and how many guests are allergic at least 3 days in advance. We may not be able to accommodate requests made after that deadline.

Please kindly understand that certain allergies or food restrictions might not be able to be accommodated.

Do you provide gluten free/vegetarian/halal options for breakfast/dinner?

Breakfast may be offered as either a buffet or as a set menu, subject to change without prior notice. For guests requiring gluten-free or vegan options for breakfast, it might not be available. However, for vegetarian options, selections can be made from the buffet. Regrettably, substitutions cannot be made to the set menu.

Kindly note that we cannot accommodate gluten free/vegan/vegetarian/halal dinner requests. Our a la carte menu may have suitable items, but we are regrettably unable to make any ingredient substitutions to non-suitable dishes. Please contact us for a list of restaurants in the area that match your dietary needs.

Is room service for breakfast and dinner available?

Room service is not offered, but you are more than welcome to eat outside food in your room. Utensils and cooking sets can be provided upon request.

Can I upgrade to half-board after making a room booking? How much does it cost? Can I make the upgrade for specific nights during my stay?

Halfboard is not available. For dinner reservations, please contact our reservations department directly or check our website for more information.

Is there a bar or vending machines that sell alcohol inside the hotel?

Our bar is open during the winter season. We also have a 24 hour wine dispenser that offers a selection of wine and other alcohol year round. Please speak with the front desk to get a wine card.

I am not a hotel guest. Can I book your restaurant?

The restaurant is also open to non-hotel guests. You can make a reservation online or contact us directly.

Are there children’s high chairs at the restaurants?

Yes! We recommend that you make a reservation in advance as there is a limited number available.

What restaurants do you recommend?

The majority of the most popular restaurants in the area can be booked online through their websites and we kindly ask that you book directly with them. Restaurants often require a credit card when booking, but for security reasons, we do not collect credit card details during our reservation process. For those that do not require a credit card, we would be happy to make the reservation on your behalf.

Click here for a list of nearby restaurants.
Click here for bookings and to check availability.

How can I get to the restaurants in Kutchan and the surrounding area?

We do not offer shuttle services to individual restaurants. Please check each restaurant’s location before making a reservation.

Below are the possible way to get to restaurants in and around Hirafu.
1. Public Bus
The Niseko United bus and the Donan Bus are public buses that run to the other Niseko United resorts (Hanazono, Hirafu, Niseko Village, Annupuri) and to Kutchan town. Please visit their website for the most up-to-date timetables.

2. Hanazono Shuttle Bus and Hirafu Shuttle Bus
a. The Hanazono shuttle bus runs from Hirafu to Hanazono every 20 minutes during the winter season and is free to ride. Click here for more information.
b. The Hirafu Shuttle Bus is also free and serves nearly all areas of Hirafu. Click here for more information.

3. Taxi
Please note that taxi services are very limited in the area and we cannot guarantee availability. Taxi services are reduced outside of the winter season.
IBS Taxi offers advanced taxi bookings online; click here to make a booking.

Are connecting rooms available?

Connecting rooms are available for certain room types. Please contact us directly to check availability.

We want to have a non-smoking / smoking room.

All rooms are non-smoking and smoking is prohibited in all areas of the hotel, including the balconies. We do have a covered smoking area outdoors. Please note that we do not allow candles, incense, or any type of open flame or heating elements anywhere in the hotel. A penalty may be applied based on the severity of the situation.

What amenities are available in the room?

For a list of amenities and appliances available in each room type, please visit this page.

Irons, ironing boards, and kitchen sets are available upon request. Please speak with the front desk.

Are the main building and the annex building connected?

Yes. Connecting corridors are available on the 1st and 2nd floors.

Can I cook in the room? Is there a kitchenette?

Superior rooms do not include a kitchenette, but all suite rooms are equipped with one. Kitchenware, such as pots, bowls, and cleaning accessories, can be provided upon request.

Are there onsen inside the rooms?

Some of our suites have a private onsen inside the room. For more information, please visit this page.

Staying with children.

Children 6 years old and younger may stay at no extra charge if they share bedding and meals with staying guests. They may also use the public onsen for free, but we kindly ask that they be within arm’s reach of an accompanying adult at all times.
Children 7 years old and above will be charged as adults, and they will be provided with their own bed and breakfast.

I want to leave my bags for the day before check-in or after check-out. Is that possible?

You are welcome to store your bags or ski bags in the lobby on the day of check-in and after check-out, provided they are picked up on the same day. Our front desk team will be happy to assist you

I’d like to send some items to the airport/another location. How do I do this?

Our front desk staff can assist you in shipping ski bags and luggage with Yamato Transport (Black Cat). Waybills are available at the front desk.

Please note that delivery to most areas within Japan will generally take up to 3 days, and we strongly encourage guests to send luggage at least 3 days in advance of when they wish them to arrive. Please note that delivery times are not guaranteed, especially during the winter season when the weather is unpredictable.

Can I send baggage to the hotel in advance?

Yes! Please write the name on your reservation and your check-in date on the waybill. Kindly ensure that the delivery is prepaid and that the delivery date is no earlier than 5 days before your check-in date.

Hotel address:
6-32, Niseko Hirafu 1-jo 3-chome,
Kutchan-cho, Abuta-gun,
Hokkaido 044-0080,
Japan

Is it possible to have a late check out?

We unfortunately do not offer late check outs during the winter due to high occupancy. In summer, we generally have more flexibility and may offer late check outs for a fee. Please ask us during your stay for more information.

Is it possible to check in early?

As a rule, we do not offer early check ins. Our check in time is from 3pm. However, if you arrive early we are happy to keep your luggage until the room is ready.

The room I booked is for double occupancy, but someone will be joining us last minute. Is it possible for all three of us to stay in the same room, with the third person sharing the existing bed?

Unfortunately, if the room you have booked has reached its maximum allowed occupancy, adding an additional person is not permitted, as it would violate fire codes and hotel regulations.

If your occupancy changes, please contact us as soon as possible. In such cases, we may need to upgrade you to a larger room or arrange for an additional one. Please note that additional charges will apply.

When I made the booking, my child was 6 years old, but she will be 7 by the time of check-in. Is she eligible to stay for free if she shares the existing bed?

Children 6 years old and younger at the time of check-in can share an existing bed and meal for no extra charge.

If any children in your booking are 7 years old on the day of check-in, an additional charge per person will be applied.

Furthermore, if an upgrade to a different room type is necessary due to the maximum occupancy of the originally booked room, you will be asked to pay the difference.

I am not a hotel guest. Can I use the onsen?

Our private onsen may be reserved by non-staying guests. Please contact us directly to reserve a session. The public onsen is exclusively for use by hotel guests.

How much is the private onsen?

Please refer to this page for rates. Each session lasts 45 minutes and advance reservations are required. Please contact the reservation department or ask at the front desk to check the availability.

Important Notes on using the private onsen

• Our private onsen hours are from 12:00 to 24:00 (last session ends at 23:45).
• Each session starts on the hour (13:00, 14:00, etc.) and is 45-minutes long.
• The maximum group size is 6 people.
• The session end time will remain the same, even for late arrivals.

Additionally, we kindly ask that no alcoholic beverages be brought onto the premises. Guests under the influence of alcohol will politely be declined entry to the onsen.

Towels and other complimentary amenities, such as shampoo, body lotion, tea and drinking water are provided inside.
For outside guests, please approach the front desk 5 minutes before your session to settle the payment by either cash or credit card.

Are there handrails in the public onsen?

Handrails are installed in the public onsen.

Is your onsen tattoo friendly?

Yes, guests with tattoos are welcome to use the onsen.

Can I enter the public onsen wearing a swimsuit?

For hygienic reasons, please refrain from wearing any clothing, swimwear, or towels in the onsen.

Is there a sauna?

Unfortunately, we do not have a sauna in the hotel.

Is there a laundry service available?

We have 2 washing machines and 2 dryers available 24/7 for guest use. Only cashless payment is accepted, so please bring a mobile devic to scan a QR code and have your credit card details on hand. It is 500 yen per wash and 100 yen for every 10 minutes of drying time. Detergent is dispensed automatically. The laundry area is located in the basement of the main building.

Is there a gym in the hotel? Is there sports shoe rental?

The gym is located in the basement of the main building. It is open 24 hours. Please bring your own indoor sports shoes.

Is there a delivery service available? Can items be delivered to the hotel before arrival?

Yes! Please write the name on your reservation and your check-in date on the waybill. Kindly ensure that the delivery is prepaid and that the delivery date is no earlier than 5 days before your check-in date.

Hotel address:
6-32, Niseko Hirafu 1-jo 3-chome,
Kutchan-cho, Abuta-gun,
Hokkaido 044-0080,
Japan

I am trying to book a ski pass, but I cannot select my desired date.

Lift passes booked through us must be requested at least 10 days prior to your check-in date. If you are unable to book through our website, we recommend booking directly through the Niseko United or Grand Hirafu websites. Passes booked directly with the resorts can be collected from kiosks at locations including .Base (dot base) and the King Gondola Base. Please check their websites for more detailed information.

Do you provide in-house ski rental services?

Yes! We provide ski, snowboard, and winter wear rentals. Feel free to visit our rental counter on the first floor of the annex building. For pricing and advance reservations, please visit this page.

We are not hotel guests. Can we use your ski rental shop?

Our ski rental services are only available to hotel guests.

Are ski lessons offered by the hotel?

We have ski school for staying guests. Please visit this page for more information

We are not hotel guests. Can we book a lesson at your ski school?

At least one participant in the ski lesson must be a staying guest.

Are ski lockers available?

Ski lockers are located in the ski concierge on the first floor of the hotel. Guests may use the locker matching their room number free of charge.

Is there a gear drying room?

The lockers are constructed to allow proper ventilation and the locker bay is kept quite warm. Alternatively, you may speak with our rental staff about accessing the boot dryer.

Is there a bicycle storage area? Can I bring my bicycle up to my room?

There is a bicycle storage area in our ski concierge. You may also store bicycles in your room.

Is there a massage service in the hotel?

Yes! Massage services are available for staying guests. Please contact us if you wish to see our massage menu or make a reservation.

What is there to do in the area besides skiing and snowboarding?

During the winter, there is a host of other winter activities nearby, such as snow rafting, snow mobile tours & horse riding.

There are a variety of brochures located in our lobby with tours and information. Please also feel free to visit the Hanazono website for more information: https://hanazononiseko.com/en/winter/adventure-park

During the summer, there are a variety of activities such as hiking, golf, cycling, horse riding, and rafting.

You can also go for a soak in one of the many beautiful onsens (hot springs) in the area! See staff for more information or help yourself to one of the brochures in our lobby.

You may visit the following website for more information: https://www.niseko.ne.jp/en/niseko-summer/

Is there a souvenir shop in the hotel?

We do not have a souvenir shop in the hotel. Please click here to view more information about shopping in Hirafu.

Can I exchange foreign currency?

We do not accept payment in foreign currency. There is a foreign currency exchange machine in the Satsudora (Sapporo drug store) premises in the building next to the hotel.