FAQ
Rooms and Reservations
- What time are check-in and check-out?
Check-in begins from 3:00 p.m. Check-out time is 11:00 a.m.
You may leave your luggage with us before check-in or after check-out until your departure. Please note that we may not be able to store refrigerated or frozen items due to limited space.
- May I have an early check-in?
Check-in prior to our check-in time of 3:00 p.m. may be possible but we cannot guarantee it. We will do our best to accommodate requests. If you wish to guarantee an early check-in please extend your reservation to include the night before your arrival. We will happily store your luggage for you if you arrive before your room is ready.
- May I have a late check-out?
Late check-out is subject to availability on the day and may be subject to extra charges. Please enquire with the Front Desk on the night before your departure to find out whether a late check-out will be possible. After your check-out we will store your luggage until you are ready to depart. If you would like to guarantee a late check out, we ask that you make your room reservation for one extra night.
- What is the difference between Yotei View and Resort Side?
Yotei View - All Yotei View rooms offer clear vantage points (on clear days) to allow you to gaze upon Mt Yotei, the iconic mountain that dominates the Niseko landscape. These rooms are located on the front side of the hotel.
Resort Side - Resort Side rooms are located on the back side of the hotel, facing towards Grand Hirafu Mountain Resort. These rooms afford a greater degree of privacy and look out on a hillside covered in foliage in summer and snow in winter.
- What is the policy on children?
Children aged 7 to 15 are counted toward the total number of Guests staying in a given room. In other words, the maximum number of occupants allowed to stay in each room type means the maximum number of adults (considered anyone 16 years and older) and children aged 7 to 15. Children under 7 years old (infants) who are able to share a bed are allowed to stay in excess of the maximum occupancy for the room type, with a limit of one infant per bedroom. For example, two adults, one 9-year-old child, and one 4-year-old may stay in a 1 Bedroom, even though the maximum occupancy for that room type is 3. We ask that you let us know at the time of booking how many adults, children aged 7 to 15, and children under 7 will be staying in your room.
- What bed types are available?
Each bedroom features either a king size bed or two single (twin) beds. Please specify your preference at the time of making a reservation (or at a later date prior to your arrival date). The 1 Bedroom Deluxe room type also has a Murphy bed (full size).
- What are the measurements of the beds?
Single beds are 90 cm x 200 cm. Double beds are 180 cm x 200 cm.
- How is bedding provided for an extra Guest?
We will prepare either a rollaway bed or a Japanese-style futon in the living room area of a 1 Bedroom, 2 Bedroom, or 1 Bedroom Deluxe if there will be an additional Guest beyond the standard occupancy for the room type. Penthouse bedrooms feature sofas that can be converted to beds to accommodate extra Guests.
- Do you have baby cots and high chairs?
Yes. Please let us know if you would like them and we will be happy to prepare a cot, high chair, or both in your room. Please note that this is only possible if your reservation is for a 1 Bedroom or larger room type, as Hotel Rooms do not have space to accommodate these items.
- Does Ki Niseko provide medical supplies?
In accordance with Article 24 of the Pharmaceutical Affairs Law, we are unable to provide medical supplies to our guests.
We apologize for the inconvenience, but we ask that you prepare your medicines in advance of your trip or purchase them at a hospital or pharmacy.
Please inquire at the front desk for information on nearby hospitals and pharmacies.
- Is breakfast included with my reservation?
To confirm if breakfast is included in your reservation, please check your confirmation document. If breakfast is included with your reservation, it will be listed as such under your accommodation details in package. If you did not receive a confirmation document or you are still unsure, please feel free to contact the reservations team via email (stay@kiniseko.com).
- What items are provided in the kitchen units?
A full array of appliances, cookware, utensils, dishes and drinkware is available in the kitchen. Please click here for a complete list.
Please note there are no kitchen facilities in Hotel Rooms.
- Do the Hotel Rooms have a microwave?
Hotel Rooms do not have a microwave. If you need to heat food, please bring it to the Front Desk.
1-Bedroom, 1-Bedroom Deluxe, 2-Bedroom, and Penthouse are equipped with a microwave oven in the kitchen.
- Is it possible to change my stay dates or number guests?
Depending on availability, it may be possible to make such amendments, but refunds may not be available for changes that reduce the value of the reservation and an additional deposit amount will be required to guarantee changes that increase the value of the reservation. To request amendments and confirm the payment details, please contact our reservations team (via email: stay@kiniseko.com or phone: +81 (0) 136 22 2121).
- What is your payment and cancellation policy?
Please refer to section 4 and 5 of our Terms and Conditions page.
Getting to Ki Niseko
- How to get here from the airport?
The nearest airport to the Niseko and Kutchan area is New Chitose Airport, located approximately a 2.5-hour drive away. Our Concierge Team is available to assist you with arranging a private transfer to the hotel or planning your journey using public transportation. For more information about transportation please contact our Concierge team via email (concierge@kiniseko.com).
- What is the best way to travel to Ki Niseko?
The most comfortable and convenient method of traveling to Ki Niseko from New Chitose Airport is by private transfer. Alternatively, you may consider taking the JR train to Kutchan Station or utilizing public Ski Buses (typically available only during winter). For more information about transportation please contact our Concierge team via email (concierge@kiniseko.com).
- How can I make payments for outstanding balances upon check-out?
Ki Niseko accepts most major credit cards (Visa, Mastercard, American Express). We are a cashless venue so please ensure you have a card available for payment.
Concierge Services
- Do I need to be a guest at Ki Niseko to use the Concierge services?
Yes. Our Concierge services are exclusively available to guests staying at Ki Niseko.
- What services does the Concierge Team provide?
Our Concierge Team is here to make your holiday seamless. We can assist with booking lift passes, equipment rentals, ski/snowboard lessons, transfers, babysitting, in-room services, tours, and restaurant recommendations.
- How do I make a booking?
As different services require different guest details, the easiest and most efficient way to make a booking is to complete our online booking form via the ‘Book Now’ tab on each service page of our website.
- Can the Concierge help with services not listed on the website?
Absolutely — just let us know what you are looking for, and we will do our very best to assist. Please feel free to email us at concierge@kiniseko.com.
- When is payment for concierge services due?
Payment is due 7 days before your arrival. You will receive automated reminder emails with a secure payment link closer to the date. If you would prefer to settle the payment at the time of booking, please let us know—we will be happy to send you a payment link right away.
- What is your cancellation policy for concierge bookings?
Cancellation policies differ depending on the service provider. Full details will always be provided at the time of booking. We also strongly recommend purchasing travel insurance to protect against any unexpected changes to your plans.
Lift Passes & Rentals
- Can I pre-book my lift passes?
Yes! We recommend pre-booking at least 72 hours in advance to secure availability. Pre-ordered lift passes will be ready upon check-in.
- Can I upgrade my Grand Hirafu lift pass to an All Mountain pass?
Unfortunately, lift passes cannot be upgraded once purchased. If you plan to explore all four Niseko United resorts, we recommend purchasing the All Mountain pass from the start.
- Is it possible to purchase lift passes at the Front Desk?
Yes, but please note that quantities are limited. We strongly recommend pre-booking your lift passes to secure availability.
- Does Ki Niseko provide any special discounts on lift passes?
No. The prices of lift passes purchased through Ki Niseko are the same as those sold at the lift ticket offices. However, slightly discounted All Mountain lift tickets are available on the Niseko United website. Please note that these tickets have stricter payment and cancellation terms and must be collected within the resort.
By purchasing through Ki Niseko, you save the time and hassle of queuing at the lift ticket office, which can take 30–40 minutes during peak times.
- Do lift passes have to be used on consecutive days?
Yes. All lift passes must be used on consecutive days, except for All Mountain lift passes of 8 days or longer, which allow for two rest days.
- How is the validity of lift passes counted? For example, if I start using it in the evening, does that use up one full day?
Yes. Regardless of the time you first scan your ticket to board a chairlift, gondola, or magic carpet, that day will count as your first day of use.
For example, if you have a 4-day ticket and use it for the first time on Monday at 4:30 pm, the ticket will be valid from 4:30 pm until the end of operations on Monday, and then for the full days on Tuesday, Wednesday, and Thursday.
- What is the best option to rent ski and snowboard gear?
YamaSport Rental is Ki Niseko’s trusted equipment rental partner. Conveniently located just 140m away at the Niseko Landmark View building, YamaSport provides:
- Complimentary delivery of your rental equipment to the Ki Niseko Ski Valet after your fitting.
- Hassle-free returns directly to the Ski Valet at the end of your stay — no need to leave the hotel.
Please note that rental equipment must be booked at least 48 hours in advance.
Ski/Snowboard Lessons
- Can the Concierge arrange ski or snowboard lessons for me?
Yes, we work with trusted providers such as GoSnow to arrange both group and private lessons. Book early, especially during peak season, as availability is limited.
- Which lesson should I choose?
It depends on what you’re looking to get out of your time on the slopes:
- For the most progress and personalised instruction, a private lesson is the best option.
- If you’re just starting out, want a taste of skiing or snowboarding, or prefer a social learning environment, a group lesson may suit you.
- If you’re already confident and want to fine-tune specific skills, a workshop is a good choice.
Everyone’s goals are different, so if you’re unsure, feel free to ask our Concierge Team for personalised recommendations.
- Can friends or family of different ages or levels join the same private lesson?
We generally do not recommend mixing ages (e.g. adults with children) or ability levels, as the lesson will always be paced for the youngest or least experienced participant. That said, if your group is comfortable with this arrangement, you are welcome to join together.
- Where do lessons meet?
- Full-day and AM private lessons: Meet your instructor at the Ki Niseko Ski Valet on the 2nd floor.
- All other lesson types: Meet at the King Gondola base, located right next to Ki Niseko.
- Is a lift pass included in the lesson price?
No, lift passes are not included. Each participant will need their own lift pass. To save time, you can pre-book passes through our Concierge Team — your tickets will be ready for you at check-in, so you can head straight to the slopes. Visit our Lift Passes page for booking details, prices, and guidance on which passes are required for lessons.
Tours & Activities
- What activities can I book through the Concierge?
Beyond skiing and snowboarding, we can help you arrange snowmobiling, snowshoeing, snow crawler vehicle tours, and cross-country skiing tours. We would be delighted to make recommendations based on your interests.
- Can the Concierge help with cat skiing or backcountry skiing?
Yes, we can connect you with trusted local providers for cat skiing and backcountry tours. While bookings must be made directly with the providers, we are happy to guide you through the options.
- What other activities are available in Niseko besides skiing and snowboarding?
Niseko offers something for everyone! Popular choices include snowmobiling, tubing, winter horse riding, and day trips to nearby towns. Some activities require direct booking, but our team will gladly provide suggestions and help you plan your itinerary.
Restaurants
- Can the Concierge make restaurant reservations for us?
As many restaurants in Niseko require credit card details to secure a reservation, we are unable to book on your behalf. However, we are more than happy to recommend restaurants and share direct booking links. Please note that most local restaurants are small, with strict cancellation policies.