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Hakuba FAQs

How can I contact when in Japan? has an office in Hakuba, Japan. Our contact details are:

Hakuba Gateway Hotel
5056 Hokujo, Hakuba-mura, Kitaazumi-gun, Nagano-ken, 399-9301 Japan
Telephone: 0261-72-8011
Whatsapp: 080-6207-7204
Office Hours: 07:30-19:30 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 or train schedule changes for any reason (including weather or mechanical issues), please notify our Hakuba office by calling 0261-72-8011 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 080-6207-7204.

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?

You should obtain Japanese Yen in cash before you depart for Japan, for spending on meals and drinks. Limited foreign exchange facilities are available in Hakuba. The hotels do not exchange foreign currency or travellers’ cheques, and credit cards, foreign currency cash and foreign currency travellers’ cheques are generally not accepted in the majority of shops and restaurants in Hakuba.
Cash advances from credit cards, and the exchanging of travellers’ cheques, are available at several banks near Hakuba station. Cash withdrawals, using a non-Japanese bank card, from an ATM are available at Hakuba Post Office as well as the Happo information centre. Cash withdrawals, using an international debit or credit card such as Visa, Master Card or Amex, from an ATM are available at Hakuba “Seven-Eleven”. However please check with your bank to ensure your ATM card works internationally.

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)
  • 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 arriving via a Tokyo airport, where do I go for my transfer to the resort?

If you have pre-booked transfers through, please refer to your itinerary for directions on where you need to go.

If you have arranged your own transfer, please refer to your supplier’s information about what you need to do.

Please see the following links for information which could help with your transfer, should you have any questions;

What do I do when leaving Hakuba?

Taxi – If you have pre-booked through for a shared taxi service to Narita/Haneda Airport or a private taxi service to Nagano Station, your driver will collect you from your accommodation. For shared taxi, a representative will contact you 3 days prior to your departure to confirm your pickup time.

Bus – If you have pre-booked through for any bus to Narita/Haneda Airport and Nagano Station, Please check your itinerary for details on pick-up locations and times.

Rail – If you are travelling to the airport by rail, when you arrive at Tokyo Station, exit the Shinkansen ticket gates and follow the signs to the Narita Express. Take the escalators down to the Sobu Line where the train departs from platform 4.

What options are in Hakuba for ski lessons and rentals?

English speaking ski and snowboard lessons are available through Hakuba Snow Sports School and Evergreen International Ski School. They offer both group and private lessons and a kid’s program.

Equipment rental is available with NBS Gateway and booked through Whether you are a beginner or advanced snow rider – their expert rental technicians can put you on the skis/board most suited to your ability and preferred style of riding. A free pick up service from your accommodation is also available.