FAQ

Niseko

• Private transfer: Most convenient and direct, especially in winter. Door-to-door with no hassle. For transfers arranged through our Guest Concierge team, your driver will be waiting in the arrival hall (international or domestic, depending on your flight) holding a name board. We kindly ask that you remain visible and avoid dining in nearby restaurants.
• Scheduled coach: A more affordable option, frequent in winter and limited in summer. You will most likely arrive at the Hirafu Welcome Center, where our Guest Concierge team can arrange pick-up. Please book this in advance. One complimentary pick-up and return per booking is included. Additional transfers are chargeable.
• Train: Transfer at Otaru or Sapporo Station and get off at Kutchan Station (not Hirafu or Niseko Station). Please provide your train arrival and departure details in advance. One complimentary pick-up and return per booking is included. Additional transfers are chargeable.
• Rental car: Ideal for flexibility if you are comfortable driving in snow. Please carry an International Driving Permit (IDP) and confirm parking availability.

Rusutsu

• Private transfer: The most convenient and direct option, especially in winter. Your driver will meet you in the arrival hall (international or domestic) holding a name board. Please remain visible and avoid dining in nearby restaurants.
• Scheduled coach: A more affordable option, but less frequent than Niseko. Coaches arrive at Rusutsu Resort, where our team can arrange pick-up if required. Please book in advance. One complimentary pick-up and return per booking is included. Additional transfers are chargeable.
• Train: No direct train access. The nearest stations are Kutchan or Toya, followed by a taxi or transfer to Rusutsu. Please provide your arrival details in advance if assistance is required.
• Rental car: Ideal for flexibility. Please carry an International Driving Permit (IDP) and confirm parking availability.

For all of the above services (except train tickets), our Guest Concierge team can assist with advance bookings. Please email us at [email protected].

• Niseko: Approximately 2.5 to 3 hours by car or private transfer in winter.
• Rusutsu: Approximately 2 to 2.5 hours by car or private transfer in winter.

Travel time may vary depending on snow and road conditions.

Niseko

• Walking: Most accommodations are within walking distance to lifts, restaurants, and bars.
• Taxi: Available for travel to Kutchan or other areas, but waiting times can be long during peak season. You may also use taxi apps such as GO Taxi (we are not affiliated) to book directly.
• Niseko Portfolio shuttle: Free and convenient for lift access in Hirafu, running throughout the day for accommodation guests. Not intended for restaurant transfers. Some properties outside central Hirafu may not be covered. Schedules are subject to change, please refer to the latest timetable here.
• Hirafu Free Shuttle: A free town-operated shuttle (not managed by Niseko Portfolio), convenient for accessing ski lifts in Hirafu. Schedules may change without notice, please check the latest timetable here.

Rusutsu

• Walking: Walking is possible within the resort, but please note there can be heavy snow during winter.
• Villa Rusutsu shuttle: Available within the resort area. Shuttle service is upon request and requires advance booking. Please contact our Guest Concierge team for further information.
• Taxi: Limited availability and must be arranged by phone. Our team can assist with booking in advance. Pre-booking is strongly recommended.

Niseko

• Lessons: Strongly recommended to book in advance as they sell out quickly during peak season. Our Guest Concierge team can assist with arrangements.
• Rentals: Recommended to pre-book, especially during peak periods, to secure your preferred equipment and fitting time. Some providers offer in-house fitting or in-store fitting, please consult our Guest Concierge team on the best option for your stay.
• Lift tickets: Can be arranged for delivery to your accommodation for added convenience. Alternatively, you can purchase online and collect at the lift on your first ski day, however queues can be long during peak season.

Rusutsu

• Lessons: Recommended to book in advance as availability is limited during peak season.
• Rentals: A range of rental options is available in Rusutsu. We recommend arranging this directly with providers in advance, as bookings are handled independently.
• Lift tickets: Please purchase directly via the Rusutsu Resort website or at the resort. Queues may be longer during busy periods.

Our Guest Concierge team can assist with arranging activities in advance. Please email us at [email protected].

Niseko and Rusutsu

• Online booking: Most restaurants in Niseko and Rusutsu use TableCheck.com, so you can easily make reservations yourself.
• Phone reservations: If a restaurant only accepts bookings by phone, our Guest Concierge team will be happy to assist and book it for you in advance.
• Walk-ins: Due to limited seating, only a small number of restaurants accept walk-ins. We strongly recommend making reservations in advance.

Your accommodation will be clean and ready on arrival, with fresh linen, towels, and basic amenities provided.
We operate under an eco-housekeeping policy, with limited standard service:

• One Full Cleaning is provided for every 7 nights of stay*
• Additional cleaning can be arranged upon request, subject to availability and additional charges

*Cleaning is scheduled between 9:00 and 15:00. Service is provided once per week on assigned days, and timing requests may not be possible during peak seasons.

Yes, additional housekeeping can be arranged subject to availability and additional charges. We recommend pre-booking at least 14 days prior to your stay. Last-minute requests may not be available, and in-resort requests cannot be guaranteed.

• Full Cleaning includes: Bed making with fresh linen, towel replacement, garbage removal, surface cleaning (including washing items in the sink), and vacuuming.
• Basic Cleaning includes: Bed making (no linen change), towel replacement, garbage removal, surface cleaning, and vacuuming.

At check-in, basic amenities are provided, including tea, coffee, sugar, body soap, hand soap, conditioner, shampoo, dishwasher powder, washing powder, tissues, and cleaning products.

Niseko

• Supermarkets: Larger supermarkets are located in Kutchan town, including MaxValue, Lucky Supermarket, and COOP Sapporo Kutchan.
• Convenience stores: Seicomart, Lawson, and 7-Eleven are available nearby for daily essentials.
• Drugstore: SATUDORA Niseko Hirafu Store for toiletries, medicine, and daily necessities.

Rusutsu

• Convenience stores: Seicomart Yotei Rusutsu and Lawson Rusutsu are available for daily essentials.
• Drugstore: SATUDORA Niseko Motomachi Store for toiletries, medicine, and daily necessities.

• Check-in: From 3:00 PM. Early check-in is not possible.
• Check-out: By 10:00 AM. Late check-out is not possible.
• Travel timing: We recommend departing your accommodation at least 5 hours before your flight to allow for weather and traffic conditions.

Yes, you may send items in advance to our office. Please make sure the following details are clearly written on the delivery slip:

• Guest name
• Reservation number
• Accommodation name

Please send your items to the relevant office based on the resort you are staying at:

Niseko Portfolio Head Office: 37-89 Aza-Kabayama, Kutchan-cho, Abuta-gun, Hokkaido 044-0078, Japan. Tel: +81 (0) 136 22 0680

Villa Rusutsu: 55 Izumikawa, Rusutsu, Abuta District, Hokkaido 048-1711, Japan. Tel: 0136-46-2830

Important:
Please do not send parcels directly to your accommodation, as there is no on-site front desk. Kindly send all deliveries to the offices listed above.

• Luggage storage: If you arrive before check-in, you may leave your luggage at the front desk until your room is ready. After check-out, you can also store your luggage with us until your departure transfer.

• Luggage forwarding: We can arrange delivery of your luggage to the airport or your next destination via Yamato. Simply let our Guest Concierge team know and we will take care of it. Additional charges apply.