• Can I make reservations by phone?

    Yes, but we suggest you book it by our official reservation website since it’s cheaper.

  • What are the check-in and check-out times?

    Check-in:15:00- / Check-out:10:00
    Check-in and check-out times may differ depending on the stay plan, please check the details while making reservations.

  • My flight is delayed or I'm going to arrive at a different time, what do I do?

    If your reservation including dinner, and you cannot arrive before 19:30, please let us know in advance.

    In the other cases, please contact us if you cannot arrive before 22:00.

  • What are the payment options?

    Credit cards (VISA、Master、AMEX、JCB、UC、DC、NICOS、Diners)

    *Please note that we only accept cash in Japanese Yen.
    *Please note that we do not support cashless payment methods other than credit cards, such as Transportation IC Cards, QR/barcode payment, and smartphone payment.

  • How much is a cancellation fee?

    Cancellation fee will be charged as follows:
    ・2 days prior to arrival: 20% of the hotel room rate
    ・1 day prior to arrival: 50% of the hotel room rate
    ・On the day of arrival: 100% of the hotel room rate
    ・No-show: 100% of the hotel room rate

    In addition, the cancellation policy will be changed as follows from April 1st, 2023.
    ・7 days prior to arrival: 20% of the hotel room charge
    ・3 days or more prior to arrival: 30% of the hotel room charge
    ・2 days prior to arrival: 50% of the hotel room charge
    ・On the day of arrival: 100% of the hotel room charge
    ・No-show: 100% of the hotel room charge
    *Cancellation fees may differ depending on the stay plan.
    *For groups, please inquire.

  • Is there any parking lot?

    We provide free private parking spaces for approximately 100 cars.

  • Do you provide loungewear?

    Medium-size Japanese pajama Yukata(s) is prepared in advance in the room, if the size doesn’t fit, please ask the reception staff for other size from small to extra-large. In addition, we also provide Yukata for children from small to large.

  • Can I send my luggage in advance?

    Please send it two days or one day prior the arrival. And make sure to write down the date of your stay and the name of the representative of your stay on the remarks column of the invoice of the delivery.

    We also offer round-trip luggage delivery service or sending luggage on returning, feel free to use it.


    Postal Code: 399-9301

    14863-6 Kita-jo, Hakuba-mura, Kitaazumi-gun, Nagano Prefecture, Japan Hotel Shera Resort Hakuba Front Desk

    Phone Number: +81-261-72-3250

  • Is there a supermarket in Hakuba?

    There are 3 major supermarkets in Hakuba.

    ・Big: The most popular and largest one. It is the largest located on the main road (#148) out of Hakuba, about a 20 minute walk downhill from Echoland, one of Hakuba’s main accommodation areas. And also there are some other amenities on-site, such as a clothing section and 100-yen shop (like a Dollar Store or Poundland) which is perfect for looking for some low-cost souvenirs.

    ・A-Coop: It is located a few hundred meters from Hakuba Station and has everything you expect from a large supermarket. Especially if you are looking for some home comforts during your Hakuba ski holiday, don’t miss the foreign food section here.

    ・DELiCiA(formerly Appleland): It is close to Hakuba Station and less crowded than the other two major supermarkest, but still has a wide range of goods at an affordable price.

  • Is there any convenience store nearby?

    There is a 7-11 Hakuba Iwatake store about 5 minutes away by car. Opening hours from 7:00 to 23:00

  • I didn't receive a reservation confirmation email.

    Please check your spam folder. For confirm the reservation, you can call +81 261-72-3250 or contact us through our contact form.

  • Can you arrange a cake for special occasions?

    We will be more than happy to arrange this for you. Here are the cakes you can choose from.

    ・Japanese strawberry sponge cake (Strawberry shortcake)
    ・Gâteau au chocolat
    ・Apricot tart
    ・Pear tart
    ・No-bake cheesecake
    ・Baked cheesecake.

    Delivery to guest room is available. If you make a reservation with meal included, you can also enjoy the cake at our restaurant.


    *A reservation is required at least three days in advance. Please contact us for cakes sizes, prices, and more details.

  • Is there a shuttle bus service?

    A shuttle bus is available for our guests to and from JR Hakuba Station, Hakuba Happo Bus Terminal. Reservations are required, please call in advance to confirm arrival or departure time and number of guests.

  • What time is pick up or drop off Service available?

    The service is operating from 8:00 to 22:00. Please take a taxi outside of these hours.

  • Is there a bus to the village for dinner?

    We provide a shuttle bus at 17:40 and 18:40 from the hotel to JR Hakuba Station, Hakuba Happo Bus Terminal. Please make a reservation in advance. If you want to go to other directions, please take a taxi.

  • Are there any ski resorts nearby?

    The time required by car from here to each ski resort is as below.
    ・Tsugaike Mountain Resort: 10 minutes
    ・Iwatake Snow Field: 10 minutes
    ・Happo-one Snow Resort : 20 minutes
    ・Cortina Snow Resort: about 30 minutes

    The public shuttle buses (with charge) to each ski resort and Happo Bus Terminal are only operating in winter, please inquire with reception staff.

  • Does your hotel offer the rental service of skis and clothing?

    We have a rental shop. Feel free to try on items.

    【Rental items list】
    ・Ski set (skis, boots and poles)
    ・Snowboard set (board and boots)
    ・Others: clothing and helmets

    *Items for Children are also available.
    *Accessories such as knit caps, gloves and goggles are only for sale.

  • Are there any lockers for skis and fitting rooms?

    You can use the fitting room in the rental shop and the changing room of the bathhouse. Besides, the ski lockers are available. And we can keep your luggage at the front desk before your check-in, or after your check-out.

  • Can I send my skis or snowboard in advance?

    Please send it two days or one day prior the arrival. And make sure to write down the date of your stay and the name of the representative of your stay on the remarks column of the invoice of the delivery.

    We also offer round-trip luggage delivery service or sending luggage on returning, please feel free to use it.

    14863-6, Hokujo, Hakuba-mura, Kitaazumi-gun, Nagano, 399-9301, Japan
    TEL: +81 261-72-3250

  • Do you have cribs?

    JPY1,500 per night. Please inquire when booking.

  • Do you have bed guard?

    We provide bed guard for free. Please inquire when booking.
    *Not suitable for children under 18 months.

  • How much does it costs for co-sleeping with children?

    Generally, children under 6 years old may stay free of charge, up to 1 child per bed. We also provide meals for children(extra charge)

  • Are there any meals for children?

    The following dinner for children is available for JPY 2,200 (tax included). Beverage, soup, main dish (choice of 10 items including pizza, pasta, curry, fried plate, etc.) and dessert

  • Do you sell diapers?

    Diapers are not sold here.

  • Is there a diaper changing area in the hotel?

    There are private rooms for changing diapers in both the male and female restroom at the hotel lobby.

  • Can I have a meal at the courtyard when it's sunny day?

    Please feel free to bring your breakfast to the table in the courtyard and enjoy it with the nice weather and pleasant highland breeze.

  • What is the allergy policy?

    We will do our best to accommodate allergies, however, due to the limitations of the cooking environment, it may be difficult to use certain specified ingredients or cooking methods, removal all specified ingredients or separating the cooking utensils.

    Please contact us if you have any allergy symptoms and dietary restrictions. (TEL: +81 261-72-3250)
    *It’s unable to accommodate foods that you don’t like.

  • Is it possible to use the restaurant without staying?

    Reservations are required to use the restaurant without staying. Please feel free to contact us.

    【Breakfast buffet】 Adult JPY 2,200 (tax included), Child JPY 1,100 (tax included)
    【Lunch Course】 JPY 3,850 (tax included) *Lunch service is currently suspended.
    【Dinner Four Seasons French Course 】 JPY 6,600 (tax included), reservations are required by 5:00 p.m. the day before it.
    【Dinner Premium Course】 JPY 13,200 (tax included), reservations are required by 5:00 p.m. three days before it.

    *Guest staying at the hotel will have priority.
    *Please note that you may be asked to wait when the restaurant is crowded and we may not be able to accept reservations due to overcrowding.

  • When should I need to use snow chains or studless tires?

    From late November to mid-April, there may be icy or snowy conditions on the roads. For your safety, please don’t forget to use studless tires or chains.

  • Can I stay with a guide dog or a service dog?

    Yes, it is possible to stay with a guide dog or a service dog.

  • Can I enter the room if I arrive earlier?

    We do not accept early check-in, but you can store your luggage to us and use any facilities or hot spring if you arrive earily.

  • Can I choose the view from my room?

    The West Wing (Grand Twin Rooms and Grand Double Rooms) have a view of the courtyard and the forest, and the East Wing (Junior Suite Rooms) have a view of the courtyard and the outer courtyard outside.

    It’s available to choose the view, but please note that due to the situations of the day, the request cannot be guaranteed.

  • Is there cleaning during the stay?

    Yes, housekeeping is provided between the hours of 10:00~15:00 as long as you leave the Make Up Room sign on your door. If you don’t need housekeeping, please leave the Do Not Disturb sign on your door.

  • Can I purchase tickets for each gondola at Hakuba Iwate Mountain Resort, Tsugaike Kogen, Happoone, etc.?

    You can purchase advance tickets for each gondola at the reception.

  • Do you sell postmarks/stamps and postcards?

    We sell stamps at the reception.

    *Payment only by cash will be accepted.

  • Is there a shop where I can buy souvenirs at the hotel?

    Yes, we have a selection of tasty souvenirs representing Hakuba and our hotel.

  • Can I bring my own food and drink?

    You can bring your own food and drink in your room. Please note that we charge a corkage fee of JPY 3,000 per bottle for wine at the restaurant.

  • Can I smoke in my room?

    No, you cannot smoke in your room. We’re a non-smoking hotel. Please smoke at the designated smoking areas.

  • Can I book activities at the hotel?

    Although we don’t book activities for our guests, we’d love to give you some information about seasonal activities at the reception. There is a variety of activities in Hakuba Village such as canoeing, kayaking, paragliding, trekking, rafting, mountain biking, firefly tours, buckwheat noodle making, and also ski lessons, snowshoeing, and cross-country skiing in winter.

  • Can I order a massage?

    If you need massage therapy services, you can make a reservation at the reception, and please pay in cash directly to the massage therapist.

  • Are medical products available at the hotel?

    According to Article 24 of the Pharmaceutical Affairs Law, we can not sell or offer medicines at the hotel.

  • Is there any hospital nearby in case of illness or injury during my stay?

    There are six clinics including internal medicine, surgical and orthopedic in Hakuba Village. As for general hospitals, there are Omachi Municipal Hospital (about 30 minutes by car) and Aso General Hospital (about 50 minutes by car). We also have an AED (automated external defibrillator) in the lobby.

  • Is there a curfew?

    No, there is no curfew. You can go out or return to the hotel at late night or early morning.

  • Can I go inside my room with shoes on?

    We provide slippers in our guest rooms. Both shoes and slippers are permitted in the rooms and hotel.

  • Can 3 people stay at a Grand Twin Room or Grand Double Room? Can 5 people stay at a Junior Suite Room?

    For 3 people, it is permitted to add 1 extra bed (rollaway bed) in Grand Twin Room or Grand Double room. For 5 people, it is permitted to add 1 extra bed (rollaway bed) in Junior Suite Room.

  • Is there an elevator in the hotel?

    There is no elevator in the West Wing, which have Grand Twin Room and Grand Double room, so we suggest elderly or disabled guests to use rooms on the first floor or in the East Wing, which has an elevator.

  • Do you have room-service

    There is no room-service.

  • Do you have towels in Kominka no Yu Onsen?

    There is no towel in “Kominka no Yu”. Please use the face and bath towels provided in your room.

  • Do you have open-air bath or sauna?

    The natural hot spring “Kouminka no Yu” has an indoor bath, an outdoor hinoki (Japanese cypress) bath with a roof, and an open-air rock bath, but there is no sauna.

    *The open-air rock bath is closed in winter due to snow accumulation.

  • Is it allowed to wear bathers in the Onsen?

    Swimsuit is not allowed to wear in the bathhouse “Kominka no Yu”. You have to be fully naked to enter. If you are shy about being nude, we suggest you to use the private hot spring (private sento). There are 3 different types of private hot spring, please make a reservation while check-in.

  • Is there a safe deposit box in the room?

    There are lockers for valuable items in the bathhouse and there is a safety box in each guest rooms.

  • Can you keep our valuables?

    Yes, we can keep your valuables at the reception if needed.

  • Is there an ATM in the hotel?

    No, unfortunately, there is no ATM in the hotel but you can use the ATM at the Information Centre at the Hakuba Happo Bus Terminal. In addition to ATMs, there are also foreign currency exchange machines.

  • Do you provide a laundry service?

    Both of the West Wing and the East Wing has a self-service laundry room. Washers, dryers and laundry laundry detergent are available.

  • Do you provide bicycle? If rental, how much is the rent?

    We don’t have bicycle for rent in the hotel but there are few bicycle rental shop in Hakuba, such as Hakuba47 Mountain Sports Park, SPICY Iwatake Store, Ojisan-no-mise (Souvenir Shop) and etc.

  • Do you have multi-lingual staff?

    Yes, we have some staff who can speak English.