Hakuba Tokyu Hotel — Hotel in Hakuba

Power Outage, Sweaty Nights, Cold Breakfast, still no response from hotel.

We stayed for one night end of April 2025, and by poor luck or something, there was an area-wide power outage between 9pm the night we checked in to 11am the morning after we checked out - basically our entire night was miserable, hot and sweaty because the A/C didn’t work and the orange emergency lights were on the whole night about our heads. Was an additionally bad experience because one person in our party had caught the flu and was hoping to get a good night’s rest - impossible!

We had to flush toilets the old fashion way throughout the night, heaving buckets of water to flush every time someone went to the bathroom. Showered in the dark with our phone’s flashlight (which drained phone batteries and of course, we couldn’t charge our phones and this was a huge problem for our travel the next day in the mountains).

Hotel is supposed to have an “outstanding breakfast” which we looked forward to, but because of the power outage, we had cold bento breakfasts, very small portion and rationed too!!

The staff were mostly helpful and empathetic but they have told guests that they will be in touch to compensate - so far no responses, no emails, no calls, no updates on hotel’s responsibility on the matter.

We completely understood that no one would want to cause/experience a power outage on purpose, but the hotel a.) needs better back up plans because nothing was done throughout the night, could at least provide guests with bottled cold water or gave them refunds so we can get a proper breakfast elsewhere rather than 2 cold hams + 3 pieces of fruit and a cup of tea and b.) get in touch with guests after the stay.

We waited but know we will be left hanging without writing a review unfortunately.

Such a shame that they are not as responsive as you would expect hotels of this standard to be. The actual hotel room was spacious, amenities were abundant and reception was friendly and spoke both English and Japanese. Just pray there isn’t an emergency because nothing will be done to help you - can’t imagine what you would have to do if it was an even hotter...

Stayed a few nights at this hotel for skiing in the nearby hakuba resorts. They have excellent service from handling luggage, good suggestions for food, and willingness to help out in any occasion.

I have to thank, Ms. Shiojima, especially both Ms. Takizawa and Mr. Ooshima. Thanks for dealing with my terrible japanese! They helped a lot with Ta-Q-Bin, my luggage and dealing with the busy shuttle schedule.

The rooms were up-to-date, clean, nice humidifier and good tempature control. I have to say the fridge in the rooms don't have much space so if you are planning on buying lots of food from convenience stores, please plan ahead. Another thing is I wish there were microwaves on each floor or in each room, as we could only use the onsen microwave for food. They provide yukata's and towels for the onsen daily.

They have ski lockers for each room, and a rental station in the first floor, they also have changing rooms and a dedicated hot room for puting equipment for drying

The onsen is very good the PH is definitely as advertised. Sauna is included, the onsen has 2 pools one inside one outside. Unfortunately no cold water pool. The washing amenities are very good, included a pumice stone and face wash with a collagen gel.

Breakfast is a buffet with plenty of choice, I have attached photos. If you stay for longer the breakfast food can get tiring but we found it all A-OK

The location for this hotel is ideal with shuttles to the main bus terminal and the nearby resorts. Good for small groups but we had a big trouble getting on since we were a big group. Not the hotel's fault the resorts should have sent more buses. The hotel also has a shuttle who can pick up and drop off during check-in and check-out, from Hakuba Happo bus terminal 1. I do wish they have a driver service so we can go to the local town for food, as it is quite a long walk to the town for restaurants or other food.

All in all, I would highly recommend this hotel of you are planning to...

Hakuba Tokyu is more of a premium lodge than it is a hotel. It certainly provides some good amenities and facilities such as the ski equipment hire, storage lockers, massage services (additional cost), onsen and shuttle services, but the rooms, the decor and upkeep is a bit dated.

While some comments on here speak to the value of the hotel, I would strongly dispute that... 3 nights stay for $2700AUD. No breakfast, no ski pass, no hire, no inclusive services. For the price you are paying I feel there is a constant inner thought of justication that the premium price equates to its proximity to the mountains. Only a 7min taxi/shuttle.

The restaurant operates quite strangely, you have to book the day before and order all your meals before hand. they speak as if it is extremely busy and in high demand but then the day of, there's less than 20 people in the restaurant. Also I do not rate the food and I would expect anyone that's been there to have similar criticism... We ordered a escargot (rubbery and not fresh), a garden salad (iceberg lettuce, 4 cherry tomatoes and few slices of red onion with 2 sauces on the side) cod fish for about 5200Y ($52AUD) and to my surprise was brought out in a crinkled plastic bag that they cut on your plate and the cod fish was the size of half a post-it note. Was in disbelief that they confidently served this with a smile. Lamb chops was actually decent but only came to 3 bites... best value for money was the kids meal but still mediocre at best.

The hotel ski hire service I thought was reasonably priced, however my wife and son sustained injuries on the first day and when I thought a simple procedure to return the equipment and refund the remaining days, they refused without reason. Just, no. it can't be done even though the cost was charged to the room was yet to be finalised...

The customer service is warming and hospitable but inflexibility...