Frequently Asked Questions

Live the H2 Life - Frequently Asked Questions Luxury and Signature Range

Check In and Check Out Information:

Our standard check in time is 4pm and our standard check out time is 10am. We provide complimentary luggage storage at our Kira Kira Front Desk for any guests who are arriving or departing outside these check-in times.

Early Check In Request Information:

At H2 Life we are happy to provide a complimentary early check in if it is possible based on our housekeeping schedule on arrival day. We kindly ask that guests keep our team updated as to their arrival time and we will advise on the day of arrival if early check in will be possible. If the accommodation is not fully prepared by the guests arrival time, we will store guests luggage at our Front Desk to allow our guests to explore the village unencumbered until the accommodation is prepared.

Late Check Out Request Information:

At H2 Life we are happy to provide a complimentary late check out until up to 2pm without charge, however we cannot guarantee that this will be possible until the day prior to the guests departure, as we may receive a last-minute booking for the accommodation. We request that guests please reach out to our Front Desk team the evening prior to their departure, and we will confirm the availability of the late check out request. Please note that if there is a scheduled arrival for the accommodation the same day as guests departure, unfortunately no late check out will be possible. Late check-out without pre-arrangement will be charged at 10,000 yen per 30 mins or part thereof.

Check In Process:

At H2 Life, we pride ourselves on our careful and attentive service and as such we offer in room check in for all our valued guests with our experienced Chalet Host team. We request to be advised in advance of our guests arrival time, to allow us to prepare for their arrival and ensure we can provide their personalised guest check in. We will aim to accommodate in-room check in for our guests regardless of their arrival time, providing that we have been notified in advance of the expected arrival time.

During this check in, we will collect a credit card authorization from the guest, which will be used as a security against any damages caused during their stay and also will be charged for any guest services or additional amenities requested during the guests stay. We are also legally required to collect passport details for all International visitors under Japanese law, and these will be collected at check in if not provided to our team prior to the guests arrival.

Shuttle Services

Arrival and Departure Arrangements:

For all our ranges, we include complimentary pick up and drop off on our guests arrival and departure day, from the Hirafu Welcome Centre, or from Kutchan Train Station. This service needs to be requested in advance to allow us to schedule a driver for the journey.

In Resort Shuttle Services:

We are delighted to offer complimentary ‘ski lift shuttle’ services for the convenience of our Luxury Tier and Furano guests.

This service will be available during daytime lift operation hours, from 8am to 6pm. Transfers are from your H2 property to the nearest ski lift.

The service operates on a first booked, first served basis and advance booking is required. Please note that during peak seasons and inclement weather, the wait times can increase. We recommend calling in advance whenever possible.

Amenities Provided at Check In:

At H2 Life we hope to make our valued guests stay as comfortable as possible and include a range of amenities for this purpose.

We are delighted to greet all guests with their personalized check in and welcome gift, presented by our Chalet Host team.

All our ranges include as standard: towels, shampoo, conditioner, shower gel, slippers, hairdryers, toothbrush, razor, hairbrush, shower cap, cotton buds, and lotion. Disposable amenities will be refilled upon request.

All of our properties are fitted with Nespresso machines and initial coffee capsules. For our Signature guests, additional capsules at ¥2,000 per sleeve are available via our Front Desk team. For our Luxury guests, we will replenish coffee capsules during the daily housekeeping service.

Kitchens are equipped with washing liquid, tea towels and cleaning cloths. Laundry detergent is provided for all properties.


Exceptional cleanliness is our upmost priority and all our properties will be thoroughly cleaned and sanitized prior to our guests arrival.

For our HakuLife collection, your villa has a daily full clean service . Linen and towel changes are changed every three days, or on demand before that as required. Turndown service is completed each evening for your comfort.

For our Luxury collection, we conduct a full clean on a daily basis (not including arrival and departure days). Towels and linen will be changed every three days, or on demand before that as requested. Turndown service is also available on request. Please contact your dedicated chalet manager on your preference.

For our Signature collection, fresh towels are delivered and rubbish is removed every second day (not including arrival and departure days). A Mid-Stay clean is included for guests staying 6 days or more and will include a full clean of the accommodation and a linen change.

Additional rubbish collection can be arranged for all our properties upon request.

Futons, Cots and Baby Highchairs:

Futons, cots and baby highchairs are available upon request at the majority of our properties and we will do our best to accommodate these requests if given prior notice.

For our Signature range, futons are a charge of ¥5,000 per night and cots are a charge of ¥5,000 per stay (subject to availability). There is no charge for baby highchairs for any of our ranges.

For our Luxury range, there is no additional charge for these additional amenities (subject to availability).

Please note the futon provided is a Japanese style futon (a type of bed made for the Japanese style of sleeping on the ground)and not a pull-out bed or sofa-bed.

Prior to your arrival, the futon will be placed in the living area of your accommodation, allowing you to settle into your accommodation and unpack before you move the futon to your chosen location. Please note that not all bedrooms have space for additional futons so it may be most convenient to use the futon in the living area (depending on your chosen accommodation).

If you would prefer to ensure all guests have access to a full bed then please do let us know so we can discuss potential upgrade options to a larger property.