The following terms and conditions apply to all bookings made on this website or directly with us by email/phone. We kindly ask that you take a moment to read them prior to making a booking as by doing so, you will be agreeing to our terms and conditions found below.

‘Hakuba Matata’ terms and conditions do not affect your statutory rights and we reserve the right to change our terms and conditions at any time.

1. Booking and payment

1.1 Deposit:
At time of booking, we require a non-refundable 30% deposit upfront. This can be paid by online credit card payment or direct deposited into our Japanese bank account using Wise. If your booking is made through one of our selected online travel agents, payment in full is required at time of booking.

1.2 Final payment:
We request that final payment be made no later than 60 days from arrival. On receipt of your final payment, your booking will be confirmed. Any booking made within 60 days of arrival requires 100% payment at time of booking.

1.3 Amendments to your booking
Should you wish to make an amendment to your booking, we will do our best to accommodate your needs however we can not guarantee your request.

1.4 Cancellation:

The 30% booking deposit will be held in case of cancellation. For cancellations made within 60 days or less of check-in, all monies paid will be forfeited. for cancellation outside of 60 days all monies will be returned, not including 30% desposit.

We reserve the right to cancel your booking in any circumstances but if we cancel your booking, except where this is because you have not paid any outstanding balance, you can have a full refund.

Other than in the case of non-payment, we will not cancel your booking less than 30 days before your arrival date, unless this is the result of an event that is out of our control, such as war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, hurricanes and other actual or potential severe weather conditions, and any other similar events.

2. Check-in, check-out, late check-out & minimum nights stay

2.1 Check in time is 16:00 on your day of arrival. We aim for your room to be ready as early as possible so if you arrive at Hakuba Matata prior to 16:00 and your room is ready, you are welcome to check in early. We’ll do our best to accommodate your arrival time but if your room is not available, you are welcome to use our communal facilities until such time as it is. We’ll also happily store your luggage during this time.

2.2 Upon check in, you may be required to provide a form of official identification which will be held on file during your stay, the details of which will be passed on to local authorities in the event of a lawful demand is made by such authorities.

2.3 Check-out time is 10:00 on your day of departure. we’d really appreciate you letting us know the night before your departure what time you intend to leave. It assists us in making our operation as smooth and hassle free as possible.

2.4 Upon check-out, you must notify a member of staff of your departure and pay all outstanding charges that are due (see clause 14)

2.5 We do not offer a bookable late checkout service but if you don’t ask you don’t receive. If operational limitations allow, we will happily extend the use of your room to you on the day of your departure, free of charge. If your departure from Hakuba Matata is after you have checked out, we are more than happy to store your luggage for you.

2.6 During high season (Dec 20 – Feb 28) we have a 4 nights minimum stay in place. We reserve the right to enforce this 4 night minimum stay. We do on occasion bend this policy for those that ask nicely. 

3. Pricing and taxes

3.1 Pricing:

Prices stated on the Hakuba Matata website and online travel agents such as booking.com, tripadvisor, agoda.com, hostelworld and airbnb are accurate at the time of booking. It’s best to book immediately to make use of any promotion on offer.

We reserve the right to increase or decrease prices, at any time, without notice. In the event that a price decreases after you have made your booking, we are unable to refund any difference between the price paid and any lower price, which may subsequently become available.

We reserve the right to increase the price of your accommodation after you have booked but no later than 30 days before the arrival date stipulated and will forward an amendment invoice reflecting any changes made. The extremely unlikely event of a price increase will be as the result of changes in our costs of supplying your accommodation resulting from currency fluctuations and/or government action. An administration charge and any relevant travel agent’s commission is included within these amounts.

3.2 Discounts:

Hakuba Matata reserves the right to discount accommodation at any time at their discretion.

3.3 Taxes:

Tax of 10% is included in all room rates unless otherwise specified.

4. Parking

4.1 Onsite parking for guests:

Onsite parking is available free-of-charge for guests of the phat packers. Please discuss with a staff member on check in where is allowed to park. 

5. Liability:

We do not accept any liability for any damage, loss of or injury to any member of your party or any vehicles, unless proven to be caused by a negligent act by ourselves or our employees or contractors/suppliers whilst acting in the course of employment.

5.1 Theft or loss of personal belongings

Hakuba Matata will not be responsible for the accidental loss or theft of guests personal belongings. If you are worried about the safety of your belongings please refer to clause 8.3.

6. Privacy policy:

Any data collected during the course of this booking will be stored on our computer(s) business systems. With your permission we may from time to time contact you about promotions and offers. We will not share your details with any third party without your permission.

7. Damages and breakages:

Please enjoy your stay but please take care when staying at Hakuba Matata. You are responsible and liable for any breakages, damages or irreversible staining caused to Hakuba Matata or any of its contents during your stay that you or any member of your party cause. You will be required to pay for any breakages, damages, loss of or irreversible staining made to Hakuba Matata or its contents. Any charges must be met by you and may have to be paid locally. In the event that payment is not made locally, we reserve the right to charge the outstanding monies to the credit card provided on check in.
Please report any incidents as they occur.

8. Keys & security

8.1 Keys:

Guests will be issued with a bedroom door key on check-in. One set of keys will be issued per room. If a key is lost the guest will be responsible for the cost of replacement of said key.

8.2 Access:

Japan is a very safe country and the people very friendly. We leave our doors unlocked at all times so access into Hakuba Matata Lodge is never a problem.

9.0 Smoking:

Hakuba Matata is a non-smoking establishment. Smoking will not be tolerated in public areas including the bar, lounge and entrance area. Smoking in rooms in strictly prohibited. Guests are kindly asked to use the designated smoking area outside the lodge but within our property if they wish to smoke.

10.0 Requests

Hakuba Matata will do its very best where possible to honour any requests you may make at time of booking or during your stay however requests can not be guaranteed. If a particular room type, facility or service is required, please book and pay for these in order to guarantee the room type, facility or service required.

11. children & pets

11.1 Children:

Children of any age are welcome at Hakuba Matata. Please mind your children at all times.

11.2 pets:

No pets are allowed at the Hakuba Matata. sorry!

12. Your conduct

12.1 Towards staff and other guests

We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive, causes unnecessary inconvenience, upsets, annoys, disturbs or is threatening or abusive towards other guests, our staff or suppliers in hakuba, on the telephone, in writing or in person. In any of these circumstances you may be evicted from Hakuba Matata and no refunds or compensation, or any costs or expenses incurred by you will be paid to you and we may make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result of your behaviour. Criminal proceedings may also be instigated. Reference to “you” or “your” includes for the purposes of this section the conduct also of any other person in your party.

12.2 Occupancy:

During occupancy of your room and whilst on lodge premises you agree that you and all members of your party will not:
a) make excessive noise
b) damage or remove hotel property (see clause 7)
c) leave the room in a disorderly state or such state as will cause distress to the cleaners
d) use any electrical appliance, other than those supplied or approved by Hakuba Matata, in particular electrical water heaters, cooking devices, any equipment greater than __kwh or that the kilowatts stated on any particular socket
e) smoke in any room or on Hakuba Matata premises except in designated smoking areas (see clause 10)
f) park a car or other vehicle otherwise than as agreed by the hotel or cause obstruction around the hotel
g) interfere with other guests, their property or their enjoyment at the lodge
h) comply with health and safety and fire regulations displayed in the lodge

13.0 Food and beverages

13.1 Food served at Hakuba Matata is prepared in a commercial kitchen and not a factory setting. Whilst every attempt is made to ensure that guests are fully informed as to the ingredients that dishes contain, the lodge is unable to guarantee that food will be free from specific allergens and as such any food served by the lodge is consumed at the guest’s own risk.

13.2 The serving of alcoholic beverages at Hakuba Matata is done so in accordance with local japanese law. The Hakuba Matata staff reserve the right to refuse the service of alcoholic beverages at any time.

14.0 Copyright and trademark

The Hakuba Matata website, and the information contained within, is the property of Hakuba Matata and is protected from unauthorized copying and dissemination by japanese copyright law, trademark law, international conventions and other intellectual property laws. All the Hakuba Matata product names and logos are trademarks or registered trademarks of the phat packers.

*the terms & conditions above were last updated on the 23/06/2023