IIMORI VISTA — Hotel in Hakuba

I would give this place 0 stars if possible. As Australians, we had heard that Hakuba had become known as "Australia Town" and that some locals were unhappy with the behavior of Australian visitors. We didn't expect our experience to be as bad as what we'd heard, but unfortunately, it far exceeded our worst expectations.

We had read positive reviews about this place and were looking forward to our stay, especially as the host, Rocky, was also Australian. However, Rocky turned out to be one of the rudest and most unprofessional lodge owners we’ve ever encountered.

We came to Hakuba to ski and snowboard, and the staff at Iimori were helpful in organizing our rental equipment with Rhythm. The basement area where equipment is stored is not well-organized, with no designated spaces, meaning guests are expected to leave their gear wherever there is space. On the 23rd of February (our last day), we retrieved our equipment, only to discover that the snowboard we rented was missing. We informed the staff and spent the morning searching for it, eventually finding a different snowboard that looked very similar. We assumed someone had taken our board by mistake. We notified all the staff members present—Oscar, Taylor, and another staff member—who reassured us that this situation occurred frequently. However, none of them suggested we contact Rhythm Rentals directly. Instead, they told us to use the alternate snowboard available in the equipment room. Trusting their advice, we spent the rest of the day on the slopes.

When we returned that evening, we informed the staff again that our snowboard was missing. They told us not to worry and instructed us to return our equipment downstairs and scan the QR code for Rhythm to collect it, which we did as instructed.

However, on the 28th of February, four days later, we received an email from Rhythm Rentals demanding payment of ¥48,000 for the missing equipment. We immediately reached out to Rhythm, explaining the situation and referencing our communication with Iimori Vista.

The most shocking part of this experience came when Rocky, the owner, called to address the matter. Although we were still on holiday in Tokyo, we made time to return his call, hoping to resolve the issue professionally. Instead, Rocky was shockingly abrasive, insulting, and unhelpful. Rather than trying to understand or offer assistance, he responded with comments like, “What? You want me to pay? You rented it, it’s your responsibility to sort it out yourselves. How old are you? Is this your first time traveling? Who rented the equipment? Not me.” As paying guests, we were stunned by the disrespectful tone and the complete lack of professionalism from the owner of a business. Rather than working with us to resolve the issue, Rocky insulted us and was confrontational.

Additionally, it is worth noting that Iimori Vista had a designated equipment return area, and it would have been beneficial to have security cameras or clearer communication between staff. Not once were we advised to contact Rhythm directly, and we relied on the information we were given by the staff. Better communication and a more professional approach could have easily prevented this entire situation.

In conclusion, our experience was deeply disappointing. We strongly advise future guests to reconsider staying here, as the lack of professionalism and poor customer service left us feeling insulted and frustrated.

Thank you for your response, but it only highlights the lack of professionalism in handling this situation.

Your initial reply was rude and dismissive of the real issue. At no point were we offered a ride, as you claim. Instead, we were told, "this happens all the time" and advised to use the other board, which was advised by all your staff.

While you’ve edited your message to sound more professional, we have screenshots of your original response. We have attached...

What a great place to stay! Iimori Vista has such a great vibe and i love the lodge feel!

The owner and staff were so accommodating- they picked us up from the station on our arrival, showed us around lodge and explained how everything worked.

Throughout our weeklong stay, we were able to make most of their shuttle service which must be tricky with guests doing different things at different times and going to different places - but nothing was too much trouble and they all did with a smile on their face 😁

We loved how we could make our own breakfast with something simple (cereal, fruit, toast etx provided) or get a cooked breakfast provided by one of Iimori’s crew - Oskar does awesome eggs, sunnyside up!

The staff helped us hire skiing and boarding equipment and there was a convenient drying room down stairs.

There was a communal dining room which made it really homely and friendly to talk to other guests and there were 2 nights when i didn’t want to go out so we were able to use their commercial kitchen facilities to cook our own meals.

The staff were helpful in providing recommendations on restaurants, onsens and where to get the best coffees (as Japan doesn’t do the best barista coffee!)

Then there was our room…. We had a fabulous view, plenty of space and the bed was so cosy and comfortable. As Iimori is a lodge, you dont have your own bathroom but we never had to wait for the showers, toilets or there is an onsen room on the bottom level.

There is a cinema room where people hung out, played games etc but we didn’t really use the room.

Basically, if you want to stay in an awesome lodge, where the owner and his family live and their staff are super friendly and helpful, you cant go wrong staying here……. We have already booked again for next year!

Thanks Rocky (the owner) and their crew - Oskar, Maddie, Taylor, Tiffany, Tom and Hamish. You are all absolute legends and made our holiday extra special! …… and thanks for shovelling...

I had the pleasure of staying at Iimori Vista for six nights, and it turned out to be an unforgettable experience. Not only did I luck out with the best snow season imaginable, but I also had the chance to meet Rocky and his amazing team. This group of young, friendly individuals made my stay exceptional with their warm hospitality and approachable nature. They were always ready to offer helpful advice, share local insights, and assist with anything I needed. What stood out most was how they made me feel like I was hanging out with friends rather than just staying at a lodging—truly a rare and wonderful touch. In my opinion, they are one of the best options in the area. That said, the property, which is a converted traditional Japanese house, does have room for improvement. Some aspects, like the infrastructure and amenities, could be upgraded, but these are things you can anticipate before arriving. Despite that, during the busy snow season, their service more than justifies the price. I’d wholeheartedly recommend Iimori Vista to friends. I’m already looking forward to returning and hope to see the place grow even better in the future. Rocky and the team have set a high standard, and I wish them continued success!

Score of must stay: 4.8 Score of worth to...