Vacation Niseko Safe Stay

We understand it's difficult committing to travel when everything is changing day-by-day. So for both summer and winter seasons, we are offering relaxed cancellation policies that make it easier to plan your trip with potential complications due to COVID-19. For details on the cancellation policy that applies to your booking, be sure to check our terms and conditions page or ask your reservations agent.

We are constantly surveying news and reviewing our policies to balance what's best for you, the customer and the company. Be sure to subscribe to our newsletter for updates on our cancellation policy.

In addition to our regular high standard of housekeeping, we are sanitising the common areas of our main check-in point four times a day, and individual property entrances at least twice a day (including door handles, elevators, keypads and reception counters). Keycards will be sanitised thoroughly before and after each stay, common areas will be ventilated as much as possible via windows (weather permitting) or air purifiers. Where possible, we will leave a day either side of a stay to decrease risk of transmission.

All dishes, cooking tools, slippers, furniture and fittings will be thoroughly disinfected on arrival and departure cleans and in-house cleans will include disinfection of frequent contact points and furniture. We can also reduce or cancel in-house cleaning at your request to minimise contact if you desire.

All of our staff are required to wear masks at work, have their temperature taken at the start of their shift and wear gloves where appropriate. Efforts are being made to reduce the amount of face-to-face contact during the check in and check out process, including encouraging guests to perform online check-ins prior to arrival. Clear shields will be set up at reception desks to reduce spore transferral and social distancing markers are on the ground in reception areas.

Driving services for non-concierge properties will be limited strictly to check in and check out lifts from the Hirafu Welcome Center. Properties with concierge service and morning shuttles will strive to not mix groups in the vehicles and will have sanitary measures to reduce contact between guests and drivers.

For many of our guests, it's not just accommodation that is booked through Vacation Niseko. Our guest services team can create an entire holiday package with transfers, lift passes, rentals, lessons and more - so we are dedicated to communicating with our external suppliers to ensure they meet the level of safety our guests deserve.

If you have questions about the COVID-19 policies and procedures of any of your guest services providers, please don't hesitate to ask our team, and we can advise and ensure that you and your family can stay safe in every aspect of your holiday.

While our cancellation policy has become relaxed to help you be more flexible on your next holiday, it's important to be aware of exclusions, expiry dates and conditions of our policy. Also when you are booking flights, transfers and other services, be sure that the cancellation policy matches your needs.

COVID-19 is now a well-known and unavoidable part of life that can affect travel at anytime, so we expect all of our guests to be careful and aware of updates surrounding the pandemic before committing to international travel. Please be sure to check your own government's and the Japan Ministry of Foreign Affairs websites for the latest information on border restrictions and health advice.

While in Niseko, we strongly encourage all of our guests to do what they can to stop any potential transmission of the virus. Simple steps can be taken to greatly impact the safety of common areas, like wearing a mask in public places, regularly washing on sanitising your hands, closely monitoring temperatures and health, and practicing social distancing where possible.

Please also avoid contact with staff members if you can avoid it: if you can walk a short distance instead of using the our driving service, please do so and if you need assistance from the front desk - please call first.

Hokkaido has released a new, official set of guidelines to help tourism providers keep their spaces COVID-19 free, and these recommendations can also be used by you to stay healthy. We have clear signage in our common areas which can assist you in practicing social distancing and remind you to regularly sanitise your hands. Our staff may ask you to wear a mask in common areas, use sanitiser upon entry or on occasion and take your temperature. Please cooperate with our staff and other establishments in Niseko during your stay, as we are all working to keep everyone safe!