FAQ

It is completely contactless and self-Check-In.
Guests can Check-In at any time between 3pm and 9pm, as the key code for the front door will be sent to you by email before the day of your stay.
Check-Out time is until 10.00 am, and you can self-Check-Out as well.
Please relax your stay in private space.

Please request us by email. It is subject to availability of the day, but we will do our best to accommodate you at a time that suits your needs. Please note that it may not be able to meet your request depending on availability.

Yes, please make your request by email and arrange for your luggage to arrive the day before Check-In.
We can also ship your luggage on departing day upon your request.

All accommodation fees must be paid in full in advance by credit card. We accept Visa, XX XXX
Optional menu items other than accommodation fees will also be invoiced in advance by email and the booking will be confirmed upon completion of the payment. (For the Chef on the Road Plan, Accompanying Photographer Plan and EX Adventure Plan, please refer to the respective payment methods).
There is no local cash transaction during your stay.

We can only accept bookings online or via email.

We do not provide any meals, but our cottage comes with a fully equipped kitchen which guests are free to use.
However, if you would like to have a special dinner in your room, we can arrange a private dinner delivered from Restaurant SEPPOU. (Japanese Cuisine)
A private chef can be also arranged and serve you in your room. You can enjoy a dinner prepared only for you.
In the Summer season, barbecue tools are available.
For further information, please check XXX.
Other restaurants such as Starbucks, Izakaya’s, Takoyaki and local food menus are available in the neighborhood within a 5-minute walk.

Drinks and snacks are available at the cottage. We offer a variety of wines selected for you by our wine sommelier. We also have a selection of beers, soft drinks and snacks. 
Payment can be made with the QR code on the menu.

Our cottage is located in the heart of the city with easy access for shopping. The nearest convenience store is Lawson Happo: 7.8 minutes walk or 4 minutes drive. The supermarket is A-Coop Hakuba: 5 minutes walk, 3 minutes by car. The drugstore Matsumotokiyoshi: 5 minutes walk or 3 minutes drive, For more information, please check the map.

Unfortunately, with the exception of assistance dogs, we don’t allow pets to stay at our cottage.

There is no children’s rate. Our rates are based on a single stay up to 8 guests , including children, will be charged the same rate regardless of the number or age of guests.
Children must be supervised by a parent or guardian as there are no cots available.

Free parking spaces are available for three standard-sized cars.
There is an EV PHEV charging outlet for the exclusive use of our guests, which is convenient while traveling. It is free to use.

The following kitchen utensils are available:
Sauce pan, frying pan, bowl colander, knives, ladle, tongs, chopsticks, rice cooker, toaster oven, coffee machine (with filter), microwave oven, induction hob, dishwasher (with detergent), plates, set of glasses, cutlery
Cooking utensils are provided, but for hygienic reasons, we ask that guests prepare their own seasonings and ingredients.
On your request, barbecue tools, dinner delivery from Restaurant SEPPOU, local Shinshu vegetables and local Shinshu beef can be prepared before your Check-In.
Please contact us by e-mail.

There is no pick-up service; please take a Hakuba Ski shuttle bus or taxi.
There is also a car rental store in the village for longer stays. 
Please contact us by e-mail if you wish.

Yes, you are welcome to enjoy barbecue or bonfire on the terrace. 
During the green season, barbecues and bonfires can be held on terrace with a view of the Northern Alps. 
Please see XXX for more information about our barbecue plans.
After handling a fire, make sure it is extinguished, and be sure to observe time and moderation in consideration of noise to surrounding residents.

All of our cottage operate a no-smoking policy throughout (including terrace).

Our cottages are completely self-contained and our staff cannot assist you during your stay.
In case of injury or illness, emergency please prioritize emergency first aid on your own.
In all cases of damage or loss to equipment or buildings, please notify us by email before check-out.
After check-out, a dedicated staff will check and charge you if necessary.

There are six medical, surgical and orthopedic clinics in Hakuba Village. General hospitals are Omachi Municipal General Hospital(30 minutes by car) or Azumino General Hospital (50 minutes by car).

For stays of three or more consecutive nights, sheets and towels are pre-installed so that guests can change them at their leisure. Our staff will not visit you during your stay, so there is no room cleaning during your stay.

Hakuba Village offers a various seasonal activity programs. We can introduce you to ski and snowboard lessons , rafting, shower walks, SUP, hot air ballooning, trekking tours and much more. Please contact us by email.
To prevent problems with cancellations and payments, guests are advised to make their own reservations directly with the respective services.

In addition to the optional packages on the website, you can also ask for on-site Thai massage services, cakes, muffins and bread from the village bakery, which can be prepared before Check-In if you email us in advance.
Please do not hesitate to contact us to make your stay in Chestnut Cottage more comfortable.