FAQ

You can find basic medical supplies at Sapporo Drug Store in Hirafu 188 on Hirafu’s main street. New in winter 2017, the Niseko International Clinic is located just a few minutes’ drive from Hirafu town. English speaking services are available from 9am – 5pm during peak winter months. For after-hours medical appointments, guests can visit Kutchan Kosei Hospital in nearby Kutchan, approximately 15 minutes from Hirafu. Translation services are available at set times – please ask your NISADE Front Desk Agent for more information.

You must be completely naked to bathe in Japan’s mineral hot pools. Onsen is an ancient Japanese tradition and observing the correct rituals is both respectful and the ideal way to immerse yourself in local culture.

You will enjoy dinner in Japan no matter what you eat with! If you don’t see a fork or spoon at your place setting, simply ask your waiter to bring you one – we guarantee you’re not the first person to make the request.

Depending on your service provider and plan your mobile phone may be active in Japan. You can also buy SIM cards for data only in local convenience stores such as Lawson and Seicomart. Check that your phone is unlocked and compatible for SIM change before purchasing a data SIM card.

Niseko is becoming increasingly credit card friendly, but it is still advisable to carry cash. Hirafu’s international ATM is housed in the Hirafu 188 building, Seicomart, and Lawson.

The onsen is an ancient and cherished Japanese custom, and bathers need to be completely naked and thoroughly clean before entering the mineral rich water. Wash yourself thoroughly at the shower stations before entering the water, and remember to ease yourself in; the waters are often piping hot. There are signs as you enter the onsen with instructions for bathing, and we ask all Guests to be respectful of Japanese culture and etiquette.

Japanese power points are compatible with the two-pronged plugs commonly found in America. Many power points do not have the third hole for the grounding pin, so try and source an adaptor without a third prong. Hotels such as The Vale Niseko offer the complementary use of adaptors for in-house guests. Voltage in Japan is 100 V, which is lower than most regions of the world. Invest in a power converter to use your appliances safely.

You will need to qualify for an international driving permit in your country of residence in order to drive in Japan. You are required by law to have this with you every time you drive a car. The Niseko roads are often covered with snow and can be icy. Private or public transfers are recommended for anyone who is not completely comfortable at the thought of driving in snowstorms or on ice.

Absolutely! The locals are friendly and the streets are safe. The only things to be wary of are walking on sometimes slippery sidewalks and taking care to not get lost in the snow when walking home after a late night out.

Like most winter destinations, Niseko and Hirafu are extremely busy during Christmas and New Year. Chinese New Year is also one of the busiest times of year. During these peak periods the demand for accommodation and services are at an all time high, so get in early to secure your requests.

The local Japanese can speak varying amounts of English, but it is very limited. Almost all restaurants offer an English menu and in smaller, more traditional Japanese izakaya there is often a photo menu. Prices and numbers are almost always in western numerals and signage is often in English as well as Japanese.

Unfortunately, no. We are not able to guarantee a specific room or floor as rooms are only allocated closer to guest arrival.

We recommend that you check the following:

Has the promo expired?

Please check the validity under Exclusive Offers > Winter / Summer Specials or in your newsletter and check if the promo is still active.

Did your trip meet the promo criteria?

Some promotions are only applicable on certain dates, number of nights, properties or categories. Please double-check your promo code terms and conditions to ensure that your trip met the promo criteria.

Did you enter your code correctly?

The codes are case sensitive so enter it exactly as it is written and try again.

If the promo even exists

Promo codes are given via newsletter and official website. If you received this promo code from a friend, on the internet etc. the promo code might not actually exists.

Still need help?

If none of the above helped answer your question, please contact us at [email protected] or +81 136 231724

Promo codes can be found on newsletter and official website. Check out the Exclusive Offers page for promotions that we're running together with their promo codes.

Our apartments and rooms are individually owned. Your reservation is a direct booking between the guest and the owner that is facilitated by NISADE. Changing your booking is comparable to switching hotels, and will incur similar cancellation and change fees.

Breakfast is not generally included with room rates for NISADE properties, with the exception of hotel rooms and studios (winter only) without full kitchens at The Vale Niseko. Breakfast is not available as room service at The Vale Niseko, but the restaurant is conveniently located in the lobby of the hotel.

A tatami room is a traditional Japanese-style room that features flooring made of woven straw mats called tatami. These rooms are typically used for various activities such as sitting, sleeping, and tea ceremonies, and they exude a sense of tranquility and cultural heritage.

Sleeping in a tatami room almost always means you'll need to sleep on a futon.

A traditional style of Japanese bedding, a futon comprises of an unsprung mattress with bedding and is included in tatami bedrooms and additional sleeping arrangements for bookings where number of guests exceeds western bedrooms.

Infants are categorized as 5 years old and below, infants can stay for free if no bedding is required but will still count towards the overall occupancy. Due to fire regulations we cannon exceed the maximum occupancy listed on the website.

For example:

• in a room that has a maximum occupancy of 3, 2 adults and 1 baby would be charged as two persons and be allowed
• in a room that has a maximum occupancy of 2 - we cannot allow additional guests (5 years old and below

During the winter season, our Guest Service Relations (GSR) staff are subjected to availability for pick up/drop off services. Please contact us again, within the upcoming days prior to your check-in date for more information. For Always Niseko guests, please check the Always shuttle bus timetable here.

Niseko restaurants have very strict cancellation policies. It is your responsibility to be aware of cancellation policies, location, menu prices and set menu options before you ask NISADE Concierge or Guest Services to assist you with a booking, whether you discover this information by asking NISADE staff or by conducting personal research.

Local cancellation policies are very strict (100% within 16 days of arrival), especially for ski or snowboard lessons and guiding. If you want to keep a flexible schedule we would recommend booking with Concierge after you’ve arrived, but availability cannot be guaranteed.

If you like good food, quirky or boutique shopping and playing in winter wonderland then you will love Niseko both on and off the slopes! Activities such as snowmobiling, snowshoeing, horse riding and snow kiting are readily available. There are also several massage providers for anyone in need of a little pampering.

Many ski school services book out during peak periods. We highly recommend you book in advance, particularly if you’re interested in private lessons or have a special request, such as a Chinese-speaking instructor. Niseko’s famous restaurants are fantastically busy in winter, and advance bookings are highly advisable. Many restaurants now have easy-to-use booking systems online, which offer direct confirmations. The NISADE Guest Services team is happy to help with dinner reservations, although we are unable to make bookings for your arrival date and do not offer lunch reservation services.

As well as taking the hassle out of arranging all the components of your holiday, booking with NISADE Guest Services will ensure you overcome the language barrier, book with the region’s best suppliers, and get in early to book restaurants in high demand. Our team’s fantastic local knowledge ensures every aspect of your holiday will be tailored to delight and suit your party.

The use of our Guest Services department is free of charge to any NISADE guest. From ski school to restaurants, our team is here to ensure your holiday runs as smoothly as possible. NISADE has close relationships with the most reputable suppliers in town. We look forward to combining your activities, accommodation and transfer details into one, easy-to-manage reservation.

Depending on your trip, you will need touring skis, powder skis, or even a split board. The professionals at the local guiding companies can offer expert advice on what kind of equipment you will need for your backcountry adventure. There are a few excellent guiding companies that we recommend, contact our guest services team ([email protected]) to find out more.

You should definitely book your rentals in advance to ensure your ideal rental equipment is available. Peak season is extremely busy and rentals can sell out quickly.

The Vale Snowsports is happy to let you switch from skis to snowboards and back again as many times as you like during your rental period, provided your equipment stays in the same category (Premium or Mid-Range).

Every room and apartment within The Vale has a state-of-the-art locker in our heated and ventilated boot room. For those staying at our nearby properties, we offer a communal locker room, accessed by a pin-code. Guests renting from The Vale Snowsports can also enjoy free overnight storage in the shop as part of their rental package.

The minimum age is 12 or 13 for most companies. Due to strict safety regulations, the tour companies are very firm about this age minimum.

Provided your passenger meets the minimum age requirements, there are some companies who can offer double ups on snowmobiles.

There are ticket machines at the base of the Family Chair right out the back of The Vale, or at the base of every mountain. Simply insert your card, follow the prompts, and collect your money! Operating hours vary throughout the season, and this information can be provided by our friendly Guest Services team or at Reception.

This is simply a deposit against the electronic lift pass. Your card can be easily refunded for cash at the end of your visit.

Yes, depending on the weather and your ability level, you can access all of Mt Annupuri’s four resorts (Hirafu, Hanazono, Annupuri, Niseko Village), although it may involve some traversing and walking.

Yes, lift tickets will need to be purchased separately as lessons do not include equipment or lift tickets. Our friendly Guest Services team is happy to help you ensure that your child has the appropriate lift ticket for their lesson, and can pre-book all your lift tickets and have them waiting at your accommodation when you check-in at no extra fee.

Yes, we highly recommend you do! Lessons book out months in advance for peak season, and even during the quieter periods you should pre-book so that the lesson can fit in smoothly to your holiday schedule. Pre-booking your lesson means there is no hassle with booking or paying once you have arrived on your holiday.

Hanazono offers a free shuttle bus between several Hirafu destinations and Hanazono 308, with a stop right out the front of The Vale, or just outside Seciomart for Freshwater / Setsumon Guests. The shuttle runs between 7:50 am and 5:30 pm and departs every 20-30 minutes for the 15-minute journey to the Hanazono learning facility. Children’s lessons include a supervised shuttle bus that leaves from right behind The Vale Niseko near the Family Ace Chairlifts, and drops off in the same place again in the afternoon.

NISS and NBS are two of the largest and leading ski schools in Niseko, offering highly qualified instructors and excellent lesson packages. There are a couple of key unique points: NISS’s comprehensive learning facility at Hanazono 308 includes magic carpets, gentle slopes and awesome kids’ facilities, making NISS the pick for first-timers or nervous skiers. NBS offer the convenience of having their base right next door to The Vale in Hirafu, which will make your morning a breeze.

Depending on your trip, you will need touring skis, powder skis, or even a split board. The professionals at the local guiding companies can offer expert advice on what kind of equipment you will need for your backcountry adventure. There are a few excellent guiding companies that we recommend, which you can find here.

Yes, as long as the vehicle has been booked more than 48 hours in advance and the rental company has your credit card details, the car can be waiting for you at The Vale.

Yes, you will need to reserve a car parking space at The Vale prior to your arrival, as parking is limited. Our parking area is located out the front of The Vale, along the bank that lines the driveway down to the hotel. Upon check-in, a Front Desk Agent will give you a parking notice for your front dashboard, and request a license plate and mobile number.

It is our pleasure to help you arrange transportation, either ahead of time with our Guest Services team, or on the spot with our Front Desk Agents. Be sure to allow plenty of notice for a taxi request during the busy season, as their services can book up quickly, particularly around dinnertime.

Yes, generally if you have a valid international drivers license and are experienced in driving in snowy and sometimes icy conditions, it is okay to drive in Japan. The cars drive on the left side of the road and the steering wheel is on the right side of the car. In Australia you can obtain an international drivers license from registered outlets such as RACQ or NRMA for a modest fee. Learn more about license requirements here.

Although Nisade offers no complimentary shuttle service we are eager to help you make your transfer arrangements. A number of shared services are available, but for your ease and comfort we recommend a private transfer which provides a door to door service direct to your accommodation. Representatives will meet you at your arrival gate and ensure a smooth journey to Niseko without any waiting, lugging of baggage, or cramped cabins. Contact our friendly Guest Services team for help with booking your transfer.

The drive is between 2 – 3 hours, depending on traffic, road conditions, and rest stops.

Due to the strict restaurant policies here in Niseko (see above), our Nisade concierge is unable to assist with the reservations on check-in date, in the case of any unforeseen or natural circumstances that were occur. We highly recommend for you to either ask our Concierge for recommendations for you to book directly. OR! You may approach us at our concierge desk or receptions for assistance after checking in!

Many restaurants are "Walk-in Only" during lunch. Please ask our team for restaurants that do accept lunch reservations. i.e., the Ramen/Soba stores in Niseko are generally "walk-in only" for lunch.

Very strict! Restaurants count on the busy winter to sustain their businesses over the slower shoulder and summer seasons, so no-shows or last minute cancellations will incur a fee and be added to your accommodation, as room charge. Please be cautious and aware of the restaurants cancellation policies!

As strange as it might seem, advance reservation is a must if you want to experience Niseko’s famous restaurants during the busy season. Even the tiniest cafes will book out during this time, so if there is a restaurant you feel you just can’t miss, then make sure you have our Guest Services team make the booking for you ahead of time. Please kindly note that any changes to restaurant booking confirmations will incur a ¥2,000 administration fee within 30 days. Within 16 days, ¥4,000 will incur per change/cancellation.

Some restaurants do take credit cards as payment, but as Japan is still a cash-orientated country many smaller stores are still "CASH ONLY". It is advised to carry some cash on you, just in case.

Santa was a huge hit last year and has promised to return this season! We will have games and activities for the kids and hot drinks for the adults before the Taiko Drumming performance!

Yes indeed! We have a night of festivities planned, featuring heart-stopping Taiko Drummers and wrapping up with a viewing of the spectacular Grand Hirafu fireworks display.