Frequently Asked Questions

Reservations can be made through our website on our online reservation website or you may contact our Reservations team at [email protected] or (+81) 136 55 5131 with your enquiry.

Yes, as a Valued Guest of Setsu Niseko, you are entitled to our Valued Guest Discount. It doesn’t matter where you booked previously, just that you reserve your stay directly to receive this benefit. Visit our Valued Guest Discount page to find out more.

Adults: 13 year old and above
Children: 7-12 years old
Infants: 6 years old and under

Please note the following:
– The ages of children and infants should be based on their ages at the time of their stay, not at the time of reservation.
– Regardless of age all guests including infants are counted towards the total number of guests staying in the room type, and it cannot exceed the maximum occupancy rule which can be found on each room category pages on the website.

We can take requests from guests regarding specific room configurations or floor levels, however, we can not guarantee this request, especially during the peak season in both winter and summer. We do our best, but we can not always accommodate this request.

The information can be found here.

Setsu Niseko has 190 apartment suites, making it one of the largest hotels in Grand Hirafu.

Our One Bedroom Suites and Two Bedroom Suites all come with a Tatami room / space. We also have a small number of Studio, Three and Four Bedroom Suites with a tatami room / space. All our Tatami rooms / spaces are equipped with two foldaway futon beds with bedding. For more information, please visit our Rooms & Suites page.

All our Four Bedroom Suites and Penthouses have their own private onsen within their suite. Every in-suite onsen enjoys natural hot spring water using the special Kakenagashi cycle of natural filtration. For more information, please visit our Rooms & Suites page.

Yes, all rooms and suites have a fully equipped kitchen with the latest appliances providing guests with more dining experience options, including arrangements for a private chef to cook a special dinner for you within your suite. For more information, please visit our Rooms & Suites page.

All rooms and suites have an array of appliances providing guests with conveniences during their stay. For more information, please see our appliances list.

Each bedroom is available in either king-sized or twin-bed configuration. King-sized beds are provided in each room as standard, should you prefer to have a twin bed set up in any of the rooms, please feel free to contact us.

Futons are available providing an authentic Japanese stay experience. Please note that there is a cap on the number of additional guests permitted within each suite type.

Yes, we have connecting rooms available which are Studio and Two Bedroom Suites connected by a locked door accessible from both rooms.

Yes, the rooms have air conditioning. However, it is a centralized air conditioning system that is switched to heating for the colder months. Only cooling option is available during summer and only heating option is available during winter.

Winter Standard Housekeeping Schedule (Late November – Late April)

– 1-2 nights – No cleaning provided
– 3-4 nights 1 x Light Clean provided during stay
– 5-6 nights 1 x Light Clean and 1 x Stay Clean provided during stay
More details can be found here.

If you would like to have a Daily Clean, please reserve our Summer Standard Rate Plan.

Penthouses
A Light Clean is provided daily for your stay, on days there are no Stay Cleans scheduled.
A Stay Clean is provided after every 3 nights of your stay.
More details can be found here.

Light Clean vs Stay Clean
– The Light Clean includes a light touch up of kitchen and bathroom/s, towel change, amenities refill, garbage collection and making of beds.
– The Stay Clean includes in addition to the Light Clean service, vacuuming of your suite, linen & room wear change.

Cleaning upgrade is available at additional fees. If you would like to upgrade your cleaning, please contact our Front desk team at [email protected].

Notes:
– Please note the housekeeping team will not organise or tidy guests’ belongings to ensure nothing is misplaced or disposed of by error. The cleaning team will only handle dishes left in the sink and dispose of rubbish placed in the rubbish bin.
– The housekeeping schedule is different depending on your package, more information can be found in your Package Details.

As part of our commitment to reduce waste and protect the environment, Setsu Niseko has developed policies that help reduce waste whilst maintaining a good customer experience.

Body soap, shampoo, conditioner, tea and Nespresso coffee capsules will be provided in all suites. Other room amenities such as toothbrush, toothpaste, hairbrush, cotton buds, cotton pads, razor, shower cap and more are available upon request. Bottled water will not be provided in all suites. Tap water is clean and is drinkable in Niseko.

For fire safety reasons, portable gas stoves are not permitted in our rooms. All rooms feature a fully equipped kitchen for guests’ use, and a portable induction stove may also be borrowed by enquiring at the Front Desk.

If you have any needles or sharp objects you want to dispose of during your stay with us, we have special boxes for safe needle disposal available. Please ask upon check-in and we will set one up in your room.

Setsu Niseko offers 6 different dining concepts under one roof, offering guests a variety of world-class international and local cuisine for dine-in and takeaway. For more information, please visit our Dining page.

Yes, we do have private dining rooms available for larger gatherings or special celebrations. Our culinary team are happy to curate a special menu to suit your needs and help ensure your night is special and memorable. Private catering can also be provided in the privacy and comfort of your own apartment suite.

Our Wellness Centre is one of the largest in Grand Hirafu and offers a comprehensive range of of facilities and services. Rejuvenate in our public and private onsen with sauna and cold dipping pool, gymnasium, spa and yoga studio. For more information, please visit our Wellness page.

Yes, it is available to hotel guests only. Bookings are subject to availability, please contact our Concierge team at [email protected] to make your private onsen booking (once your room reservation is confirmed). Subsequent bookings will be charged at ¥2,000/timeslot. For more information, please visit our Wellness page.

Use of the Setsu Niseko public and private onsen is exclusively for guests of Setsu Niseko only.

Please see our onsen etiquette here.

The hotel is not ski-in or ski out, but it is just down the road from the Grand Hirafu Gondola. Setsu Niseko will have a constant shuttle service taking guests from the ski concierge to the gondola and back whilst the ski slopes are open. (Note that Grand Hirafu Gondola is approx. 750m/ <10 minutes walk/ 2 minutes shuttle from the hotel).

Yes, this is possible. Please have the items delivered earliest 2 days before arrival and ensure delivery payment is made upon delivery. Kindly note a handling fee will be charged if payment is not made upon delivery. Do also include detailed information such as reservation name, reservation number and arrival date. We will deliver it to your room prior to your arrival to make sure you have a seamless check-in experience.

Yes, we are able to assist. For more information on luggage sending, please click here.

At our on-site Rhythm snowsports rental shop, there is a wide range of snow gear options and everything you need, providing convenience without leaving the hotel door. For more information about Rhythm adventure experts, please visit our Adventures page.

You can store your ski / snowboard, poles and boots within your private ski locker located in the ground floor Ski Centre. All lockers are conveniently accessible with your door key. Each suite also includes convenient closets for your ski jackets/wear.

Feel free to approach our concierge team to assist you with booking ski lessons, transfers and other snow activities.

Feel free to approach our concierge team at [email protected] to assist you with a variety of in house restaurant options. Kindly understand that for any outside restaurant reservations, guests will need to make the reservation directly with the restaurants.

Skis/snowboards, boots, goggles, gloves, jackets and pants are what you need. Do not worry if you do not have them as they are available for hire at our onsite Rhythm rental store, and our team will be here to help you find the right sizes.

It depends on what you prefer. Skiing is commonly said to be easier to pick up as a beginner, while snowboarding is said to offer more flexibility across different terrains once you learn it. But it depends on personal preference. If you have previously enjoyed ice skating, it might be better to start with skiing. For those who are experienced with surfing or skateboarding, it might be easier to pick up snowboarding. Whichever you choose, you will have a great time on the slopes in Niseko.

Yes, it is highly recommended to take a lesson. Learning the right basics will definitely help you feel comfortable on the slopes. There are plenty of lessons options to choose from, please feel free to consult with our concierge team to arrange the right lesson for you.

Yes, this can be arranged if your child/children are at the same level of ability, otherwise we would not recommend it as the instructor will need to make allowances for the pupil with the least experience.

Riding on powder snow requires a different technique to riding on groomed runs. Our Setsu team would recommend that those new to Niseko slopes take a powder guide lesson before hitting the slopes. This introductory session will teach you how to ride in powder correctly and offer tips on the powder secret spots, allowing you to maximise your on-piste experience.

We recommend Grand Hirafu, just 2 minutes away from Setsu Niseko in one of our complimentary private shuttles. Grand Hirafu is the largest ski resort in Niseko United and offers plenty of runs to explore.

There are two types of lift passes to choose from;
– Grand Hirafu and Hanazono lift pass: This is perfect for first timers and beginners, giving you access to 60% of the Niseko United ski resort.
– All Mountain lift pass: This lift pass offers you access to all 4 resorts in Niseko United, giving you more options for terrains and ski lifts. This is perfect for intermediates and above who want to explore the area.

You can access the 4 resorts within Niseko United via the top lifts, or take a Niseko United resort shuttle.

There are many fun things to do in Niseko;
– On-snow off-ski activities: Snowmobiling, snowshoeing, snow tubing, etc
– Sightseeing spots: Milk Kobo, a place worth visiting for fresh dairy produce and ice cream, Ostrich farm, etc.
– Cafe hopping: There are plenty of local cafes with great quality coffee and pastries within 20 minutes of the hotel.
– Cuisine: Enjoy Hokkaido’s fresh ingredients with 6 different dining concepts within Setsu Niseko and over 100 restaurant and bar options within the Grand Hirafu area.
– Events: Setsu Niseko offers you a wide range of events you can enjoy during your stay.
– Alpine retreat: Setsu Niseko offers a range of spa and wellness facilities within the hotel from yoga classes to full spa treatments.
– Onsen hopping: There are are a number of natural hot springs within the local area for you to explore.
– Day tours: Hokkaido has so much to offer. There are many options within 1-2 hours drive from Niseko such as Otaru, Lake Toya and Sapporo.

To explore more options, please visit our Adventures page, or contact our dedicated concierge team who will be more than happy to recommend activities and make bookings on your behalf.

Most of our guests stay at least 5-7 nights as skiing/snowboarding might take you a day or two to pick up, and it is good to give yourself a couple days to enjoy skiing and explore the mountains. There are also many other apres-ski activities to enjoy.

Niseko is located in Hokkaido, the most northern island of Japan. Its convenient location is close to many well-known sightseeing destinations including Otaru, Yoichi, Lake Toya, Shakotan, Suttsu and Sapporo, the main city of Hokkaido. Setsu Niseko is within a 2 hour drive from New Chitose Airport.

New Chitose Airport is the closest international airport. Many airlines operate direct flights to this airport. It is approximately a 2 hour drive to Setsu Niseko.

There are 4 transfer options for you to choose from;
1. Private Car or Limousine: We can assist to arrange door-to-door transfer services between the airport/Sapporo and Setsu Niseko.
2. Luxury Car Rental: if you prefer to take to the open road, we can assist to arrange for luxury car rental from sports cars to SUV’s.
3. JR Train: The closest train station is Kutchan. Our team can arrange for a car transfer to collect you from the station and return transfer for your departure. However, we do not recommend this option if you have more than one item of luggage.
4. Public Bus: From the bus stop at Hirafu Welcome Centre, our team can arrange a car transfer to collect you from the Welcome Centre and return transfer for your departure.

Yes, Setsu Niseko has limited underground and open air car parking spaces available for hotel guests. Please let our Concierge team at [email protected] know in advance, should you wish to park your car at the hotel during your stay with us. There is a fee of ¥2,000 per night. Parking usage timing follows the check in and check out timing of your reservation.

Yes, we provide complimentary private shuttle services to and from the main ski lifts in Grand Hirafu, and other key locations within the resort and other nearby destinations.

Check-in time is 15:00. Check-out time is 11:00. Early check-in or late check-out is subject to availability only, please contact our team should you require our assistance.

All suites including private terraces are non-smoking. Anyone found smoking in the suites will be fined. Please note that we do have a communal smoking room located on level one.

Yes, complimentary Wi-Fi is available throughout the hotel.

Yes, our kids playroom is available 24 hours a day for you to enjoy family time with your little ones.

Yes, we can provide a baby cot and high chair at no additional charge (subject to availability). Please contact our Reservations team at [email protected] to reserve during your stay.

Yes, we can arrange a babysitter for you. Please contact our Concierge team at [email protected] for more details.