How can I contact when in Japan? has an office in Niseko, Japan. Our contact details are:
170-304 Aza Yamada, Kutchan-Cho, Abuta Gun, Hokkaido, Japan
Telephone: 0136-22-4611
Office Hours: 08:00 – 20:00 during winter peak period

What documentation should I bring with me?

  • A valid passport
  • Flight E-ticket & itinerary
  • Travel itinerary outlining accommodation, transfers & lift passes
  • Any vouchers for services e.g. Lessons/Rental or other Services
  • Travel insurance documents

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

If your flight schedule changes for any reason (including weather or mechanical issues), please notify our Niseko office by calling +81-136-22-4611 or email ASAP to advise us of your current status and updates to your arrival details. Outside our office hours please contact our Emergency Phone on 0136-22-4617 or mobile 090-2814-1446.

What do I do if the airport is closed and my flight is delayed or cancelled?

In the event the Airport closes due to extreme weather we recommend that you stay where you are and talk directly with the airline. They will advise and book you on rescheduled and/or extra flights. Making alternative arrangements (flying into a different airport) can make your trip longer. There is a good chance surrounding roads and train lines are also closed.

What happens if I miss my transfer due to flight delays?

100% fees apply for cancelled transfers and you will need to pay for a new or re-scheduled transfer. In most cases, these costs are covered by Travel Insurance. will not cover any transfer cancelation fee/ amendment fee however we will assist in providing the necessary documentation.

Can I buy things using cash or credit card and how can I get money out?

Although credit cards are widely accepted in major cities such as Tokyo and Sapporo, we strongly suggest you obtain Japanese Yen in cash before you leave home. In Kiroro Resort, most foreign credit cards are accepted for payment at restaurants, shops and receptions. including on the mountain.
Kiroro Resort is not equipped with an International ATM. There are also no foreign exchange services and traveller’s cheques are not accepted.
The nearest international ATM (in Seicomart Convenience and Post Office) or Bank is located in the nearby city of Otaru. You can travel by bus from Kiroro to Otaru JR station (approx. 50-minute journey). The closest 7-Eleven from the station is a short 8-minute walk. This ATM accepts most international cards.  Note: available weekdays only.

Is there any other essential items I should be bringing with me?

  • Paracetamol, cold & flu tablets, anti-inflammatories (good or strong medication can be difficult to get hold of in Japan)Preview Changes (opens in a new window)
  • International power adapter for Japan Region Type “A” output. Ensure that your appliances have switching power supply and states: “Input/100v-240v” to be able to use your appliance in Japan. Appliances such as foreign hairdryers will not work in Japan.

I am travelling via Haneda, what do I need to know?

If arriving at Haneda International Airport and taking a connecting flight to Chitose Airport, please refer to your flight itinerary in regards to which terminal you will need to go to. The following link for Haneda Airport’s official website gives detailed instruction on how to move about the terminals

I am travelling via Narita, what do I need to know?

If arriving at Narita International Airport and taking a connecting flight to Chitose Airport, please refer to your flight itinerary in regards to which terminal you will need to go to. The following link for Narita Airport’s official website gives detailed instruction on how to move about the terminals

My flight arrives at Narita but I need to get to Haneda or vice versa, how can I do this?

The transit time between the two airports can vary depending on traffic so it is best to be wary of this when booking flights, generally speaking however, it can take around 65 – 85 minutes if travelling by bus. Airport Limousine is the main company that operates this route and its fares plus timetables can be found via this link

You can also travel by train, with this information available on the above sections links for the two different airports, Haneda and Narita.

There are also fixed fare and standard taxis available at both airports but you can expect to pay higher fees than catching the bus.

What happens when I arrive at Chitose Airport (CTS) in Hokkaido?

A team member will meet you at your arrival gate to assist you to your Kiroro transfer. Please look out for our distinctive red / black uniforms and signage. Note that from the beginning of April, there will be no airport staff working.  If travelling in April and assistance is required, please go to the SkiJapan Airport desk located in the international terminal and use the direct line to the resort.  In the event you can’t locate our team or desk, please refer to the directions given in your itinerary for where to go for your transfer.

Do you have an Airport Desk?

Yes, we do. In the case of an urgent situation, we have a desk located at the arrival gate on the 2nd floor of the International terminal. There you will find a phone with a direct line to our office here in Niseko. If you have a mobile phone that works here in Japan, you can call our office in Niseko, within office hours +81-136-22-4611 or outside office hours

What happens when I arrive to Kiroro?

Check your itinerary for your drop off location and full instructions. If you are travelling by bus (Resortliner), you will be dropped either at Kiroro, Tribute Portfolio Hotel or Sheraton Kiroro Resort Hotel entrance depending on which you are staying at.

What do I do when leaving Kiroro?

Check your itinerary for details of your pick up location. There is a Resortliner Counter at the Mountain Centre. Guests staying at Sheraton Kiroro Resort Hotel, please make your way to the Counter 20 minutes before your scheduled departure. For guests at Tribute Portfolio Hotel please ensure that you are at the hotel lobby with your luggage at least 20 minutes before your scheduled departure time.

What time does the earliest bus get to the airport?

The earliest bus departure from Kiroro can be arranged between 08:30 – 8:40am and will arrive at Chitose Domestic Airport by approximately 10:30am (weather dependent). If you have a flight before 12:00pm, we strongly recommend you use a private taxi transfer to avoid missing flights.