Phoenix Hotel & Chalets
4690-2 Hokujo, Hakuba-Mura, Hakuba-mura, Kitaazumi-gun 399-9301 Nagano Prefecture
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About
#8 of 459 hotels in Hakuba-mura
Location
Cleanliness
Service
Value
Phoenix Hotel is a boutique hotel nestled amidst the beautiful snow-covered forest. Relax in our steam saunas & Japanese baths or unwind with a traditional Japanese massage in the comfort of your room. Mimi’s, our gorgeous in-house restaurant, provides exquisite meals using the best local produce with an extensive wine and sake list. We can assist with local attractions, tours, ski hire & transfers. It is all the small things we do at the Phoenix Hotel that make the difference. Phoenix Hotel is surrounded by a collection of luxury chalets that create a true home-away-from-home feel in a beautiful alpine setting.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Hot bath
Bar / lounge
Bicycle rental
Canoeing
Children Activities (Kid / Family Friendly)
Free shuttle or taxi services
Wifi
Restaurant
Breakfast buffet
Hiking
Ski rentals
Ski school
Skiing
Fishing
Airport transportation
Shuttle bus service
Hot spring bath
Massage
BBQ facilities
Concierge
Non-smoking hotel
Laundry service
Self-serve laundry
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Room features
Air conditioning
Housekeeping
Refrigerator
Flatscreen TV
Room types
Non-smoking rooms
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
Modern
Boutique
Languages Spoken
English, Japanese
Location
82Good for walkers
Grade: 82 out of 100
34Restaurantswithin 0.5 km
5Attractionswithin 0.5 km
4690-2 Hokujo, Hakuba-Mura, Hakuba-mura, Kitaazumi-gun 399-9301 Nagano Prefecture
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This is my second review for Phoenix in about 8 yrs and sorry but this may be a long one, as things have changed When I first went to the Phoenix hotel it was managed by Sally and her husband Peter back in 2014 I think .I then went yr after yr after yr and so on until covid and now back again this feb 2023 It is a great hotel but if you went when Sally was there you would see a massive difference, I felt it was limping I felt it was trying hard to stay afloat. Don't get me wrong the staff there are great but they are lacking enough staff and a manager to run it properly. No one is managing the hotel now, the staff are run off their feet and it's so obvious to someone who has stayed there so many times. There is stuff and bits and bobs everywhere, not as tidy as it was either There is a coffee machine up stairs now that has barely warm coffee and milk in those tiny little containers, so you need about 6 in 1 cup Coffee also down stairs in the restaurant is slightly warmer and for $5 you can get a special one made that is also warm , lucky for me I"m a fussy tea drinker and I bring my own------ but I kept hearing people complain about their barely warm coffee. Pre covid I would eat at least 5 nights in the restaurant Mimi's, but this time ate only once and it was the first night. 2 mains and veggie dish [ warm roast tasteless veggies] and chips , 1 glass of wind and the cost was close to $290 Aussie dollars { no wagyu beef in our meal either ] it was good but not worth the cost. The prices have gone through the roof for dinner. I would never eat dinner there again. We did get fresh made bread and some GF for me but enough butter to spread on a savoy biscuit :/ We then ate in many other places around and in ECHO Land for around $100 or less and the food was amazing Phoenix used to have a few shuttles in the morning but with staff shortages [ not their fault] they have one and very limited as to where you want to be dropped off, you now have to walk up the rd to the next hotel if you want to go to out different slopes. Question is why not stay up the rd next time then you wouldn't have to walk up there every morning to catch a bus The hotel is still very clean and everyone is lovely but lacking presence of someone in charge Sally had it run like a well oiled ship, the best service out of anywhere I had stayed across the globe. Im sure she was overworked as she gave it 200% I don't think the Phoenix owners knew how well Sally and Pete actually ran it and Aya who is still there looks run off her feet and doing the best she can. They did do as much as they could for any requests I had but they need another Sally !!!!!! I will go back next yr as it is very homely and quaint and hopefully by next yr they will have a manager and maybe look into actually serving hot coffee. Also making the menu a bit more less fancy and less expensive, what has happened Mimi's ??? You are missing a massive market. Do I really want to get dressed to go out into the cold for 11 nights when I can just go down stairs - NOT for $290 Aus dollar a night I wont Hummingbird is a 2 min walk away and the food is amazing......... Why go all out for serving a fancy dinner but cant get the coffee right ??? Australians who drink coffee are mostly coffee snobs, its really not hard Everyone there deserves 10 stars are they are worked off their feet but with the way reception has been cut I think its a detriment to them See you all in 2024, hope you get more staff x…
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Date of stay: February 2023Trip type: Travelled as a couple
Value
Location
Service
Room Tip: Unless the restaurant changes book dinner else where
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
Helpful
Response from Phoenix Hotel, Owner at Phoenix Hotel & Chalets
Responded 16 Mar 2023
Dear Amanda, Thank you for taking the time to write a review and bring this to our attention. We welcome all feedback as we constantly strive to improve the Phoenix Hotel and ensure our guests leave with a positive experience. We want to also say thank you for the many years of loyalty and return visits to the Phoenix Hotel. It has been wonderful hosting you throughout the years. We are sorry we did not meet your expectations of staying at the Phoenix Hotel from before the Covid-19 Pandemic. As with many accommodation services in Hakuba, it was a challenging winter season. The short notice with the Japanese borders opening meant there was limited time to recruit and prepare a full team. This is of course no excuse for the dissatisfactory experience you received. Our team was working hard to deliver a high quality service and overall we are proud of what we achieved and the positive feedback from our guests. It was indeed a big loss to lose Sally and Peter after their many years of wonderful service. Obviously they are irreplaceable but we are looking forward to growing our new team next winter season with more staff members. All of your comments about the coffee and restaurant have been shared with the kitchen team for careful consideration for planning next season. Again, thank you for your time. We would be delighted to host you again sometime in the future. Warm regards, Phoenix Hotel
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Spent one week in a hotel room at the Phoenix Hotel and it was fantastic. The staff were really knowledgeable and always helpful. It is not a big hotel but it is very well run and modern. We paid a bit extra for a shower in our ensuite which was good for my teenage daughter who did not want to use the hotel onsen. Breakfast is included in the price and it is large enough to keep you going all day. For dinner we ate at the hotel restaurant one evening and it is fantastic but really expensive. The hotel helped us book a range of local restaurants and provided transport to/from. There are some restaurants in walking distance but it is approx 15 mins walk to an area at the base of Hakuba with more restaurants. The location is really good and just around the corner from Rhythm Ski rentals which was really handy (and they pickup your ski gear from the hotel at the end of the rental period). There is a bus stop just next door that will take you to all the different ski areas, but sometimes the hotel also dropped us off if they had a van going in that direction. Would highly recommend the hotel but next time we go back we would stay in one of the self-catering chalets so we can have the choice of eating in or out.…
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Date of stay: January 2023
Value
Location
Service
Room Tip: If you do not want to use the hotel onsen then ask for a shower in your ensuite.
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Response from Phoenix Hotel, Owner at Phoenix Hotel & Chalets
Responded 16 Mar 2023
Thank you for taking the time to review your stay with us. We appreciate your positive feedback about our hotel and your experience staying with us. It would be a pleasure to host you again in one of our Phoenix Chalets. If you’re traveling to Hakuba again, please don’t hesitate to call us. Take care, Phoenix Hotel
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
+1
This is an exceptional hotel. The hardware is good (everything in good condition and working order) but not jaw-dropping. What makes it great is the level of service and attention to details of the staff. Our room was small for a family of 4 but functional. Pre-check-in, the staff already reminded me to sign-up for ski school and ski rentals. They helped us book every restaurant reservation in advance. Pick-up and drop-off at ski-school was on time everyday. They offered a free shuttle daily to town and supermarket, should you need to do a little bit of shopping. The included breakfast was ordered to cook daily (not a buffet) and it was heavenly. They helped us arranged taxi pickup and drop-off for dinners further a-field. Dinner at Mimi's Restaurant was of high quality (albeit expensive). All in all a wonderful trip, thanks to the faultless and wonderful staff at Hotel Pheonix!…
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Date of stay: February 2023Trip type: Travelled with family
Room Tip: Book Mimi's for dinner in advance, it's always full due to high quality of the food
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Response from Phoenix Hotel, Owner at Phoenix Hotel & Chalets
Responded 16 Mar 2023
Dear Sharka, Thank you for taking the time to review your stay with us. We appreciate your positive feedback about our hotel and your experience staying with us. Our staff take pride in providing helpful and knowledgeable service. Being a fine dining restaurant, our kitchen team sources the highest quality products, which means the menu prices are significantly higher than other restaurants in Hakuba. We appreciate you sharing your feelings on the cost. When planning the menu next season, we will deeply consider how to ensure our guests leave feeling they received value for money. If you’re traveling to Hakuba again, please don’t hesitate to call us. Take care, Phoenix Hotel
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We stayed in a 2 bedroom Phoenix Chalet in Hakuba in January 2023. The chalet itself was perfect for our family of 4 (2 adults, 2 teenagers) with a large living room and kitchen area. The little touches of the chalet are what make it so comfortable (mud room with heated floors for your skis/boots, heated floors in the bathrooms, a well stocked kitchen, etc). But the star feature of our stay is the INCREDIBLE SERVICE that comes with staying in the chalet. The hotel staff will arrange all your dining reservations, pickup and drop off in the area and are generally incredibly accommodating with all requests including last minute changes. It was incredibly easy to interact with staff over WhatsApp and no matter who we dealt with - they were friendly, helpful and knowledeable. The dining restaurant on the hotel - Mimis (while not inexpensive) was also one of the best meals we had during our trip. A huge shout out to management for running such a great property with a great staff! Highly recommend for your next stay at Hakuba.…
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Date of stay: January 2023
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Response from Phoenix Hotel, Owner at Phoenix Hotel & Chalets
Responded 16 Mar 2023
Thank you for taking the time to review your stay with us. We appreciate your positive feedback and your experience staying with us. It was a pleasure for our tem to host you and your family at the start of the wineter season. If you’re traveling to Hakuba again, please don’t hesitate to call us. Take care, Phoenix Hotel
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We stayed at the Phoenix one 2 bedroom chalet in Dec 22 / Jan 23 and it was an amazing experience. The chalet itself is very well appointed and spacious, bedrooms are excellent we slept deeply every-night and the bathrooms are great, modern with large showers and the whole house has under floor heating which i really miss. Kitchen is great with all you need and the drying room is right next to the front door. everything has been thought through. Being in Wadano you are a little bit further a field to the main area of Hakuba but the hotel offers shuttle service for you for all requirements, even taking us to the supermarket on our first day so we can stock up! Lulu and Lousia thank you so much for being amazing and making sure everything we asked was no problem and always with a smile. I'd highly recommend staying here…
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Date of stay: January 2023
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Response from Phoenix Hotel, Owner at Phoenix Hotel & Chalets
Responded 12 Jan 2023
Hi Brooke, Thank you for staying with us in Hakuba. It was a pleasure hosting your family. We look forward to welcoming you back in the future. Thanks, Aya, Louisa and Lulu
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We thoroughly enjoyed staying at the Phoenix Hotel. The hotel stay was very pleasant and comfortable. The staff was very polite and helpful, the location was very convenient for getting around and many activities.(Special thanks to Ayasan) Everything was perfect including our welcome drink. We dined for dinner in Mimis Restaurant at the hotel and it was extremely delicious and the service was excellent.The breakfast was great as well.
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Date of stay: January 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
We stayed at Phoenix One Chalet with a gym. When I put hot water in the bath, insects, dust and oil were floating on the surface. WiFi is very fast, about 250Mbps. WiFi signal does not reach the bedroom. When I lifted the bunk bed duvet, a lot of dust fluttered. The drainage in the shower room on the ground floor was bad. The hardware was good, but the cleaning and service aspects were not worth the price. The hardware is good, so if it's clean, I think it's a good accommodation. ジムのついているフェニックスOneシャーレーに宿泊しました。 風呂にお湯を張ったら、虫や埃や油が表面に浮いていました。 WiFiは250Mbpsくらいの速度で、非常に速いです。 ベッドルームにはWiFiの電波が届きません。 二段ベッドの布団を持ち上げたら、非常に多くの埃が舞いました。 1階のシャワールームの排水が悪かったです。 建物は良かったですが、清掃やサービス面が値段相応ではなかった。 ハードウェアは良いので、清潔であれば、良い宿泊施設だと思います。
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Date of stay: September 2020
Rooms
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
Helpful
The Phoenix Hotel in Hakuba is an amazing get away. The location is perfect for skiing Happo One ski resort, and exploring the village. The hotel picked us up upon arriving at the bus station, and provided a daily shuttle service to the 3 nearest ski resorts. The hotel staff was very friendly and helpful with making suggestions and restaurant reservations. Mimi’s restaurant in the hotel was a culinary experience to behold. We enjoyed a fabulous Valentine’s Day dinner. The morning breakfast was included in the room rate and it was a great way to start the day with many choices. One of the owners Sally was especially helpful in making reservations for the snow monkey tour for us. It was an incredible experience. Masa was very nice also for driving us around and also making recommendations on activities and logistics. We highly recommend staying at the Phoenix Hotel and look forward to visiting again.…
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Date of stay: February 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
The thing you value most is service! This hotel, under our circumstances of booking with sno and ski, a few mistakes were made. Even though it wasn’t the hotel’s responsibility, they went above and beyond to fix the problem for us. They are in the best proximity to all the hire venues, convenience stores and the lantern restaurant for dinner even does a complimentary shuttle service! The owner is truly dedicated to ensuring everyone has the best experience and the food at mimi’s is exquisite. I work in the top hotel of Australia and even I haven’t seen as amazing service as the Phoenix hotel. I’ll definitely be taking some tips home with me!
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Sally and her team made us feel very welcome without being intrusive. Loved the fact that we could pad around in our (thoughtfully provided) yukatas from our tatami room to the onsen to the laundry room to the ski room, as if we were at home, and no-one batted an eyelid! After a hard day's skiing it was wonderful to be able to fully relax and lounge around. Mimi's Restaurant was terrific. We tried a number of restaurants for dinner, and kept returning to Mimi's as we found the food quality (especially the pastas and desserts), variety, and service outstanding. Shout out to Jess and Tahlia during breakfast,,and Josh in the bar for excellent service and chit-chat. The only thing that could have made our stay perfect would have been a ski-in, ski-out location!
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Date of stay: January 2020
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helpful
Response from Sally W, Guest Relations Manager at Phoenix Hotel & Chalets
Responded 5 Feb 2020
Dear Amanda, Thank you so much for taking the time to give us some feedback and we are delighted you enjoyed your stay with us. We aim for exactly what you experienced - a stay that feels like you're in a friend's home! We are fortunate to have a committed, knowledgable and passionate team who really enjoy interacting with our guests and are able to deliver tailored experiences for each individual. We look forward to your return Sally
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
PRICE RANGE
US$383 - US$701 (Based on Average Rates for a Standard Room)
LOCATION
JapanChubuKoshinetsuNagano PrefectureKitaazumi-gunHakuba-muraOmachi Onsen / Hakuba happou Onsen
NUMBER OF ROOMS
41
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Claim Your ListingPHOENIX HOTEL & CHALETS - Updated 2023 Prices & Reviews (Hakuba-mura, Japan)
Frequently Asked Questions about Phoenix Hotel & Chalets
What are some of the property amenities at Phoenix Hotel & Chalets?
Some of the more popular amenities offered include free wifi, an on-site restaurant, and a lounge.
Which room amenities are available at Phoenix Hotel & Chalets?
Top room amenities include air conditioning, a flat screen TV, and a refrigerator.
What food & drink options are available at Phoenix Hotel & Chalets?
Guests can enjoy an on-site restaurant, a lounge, and barbeque facilities during their stay.
Is parking available at Phoenix Hotel & Chalets?
Yes, free parking is available to guests.
Does Phoenix Hotel & Chalets have an airport shuttle?
Yes, Phoenix Hotel & Chalets offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Does Phoenix Hotel & Chalets have airport transportation?
Yes, Phoenix Hotel & Chalets offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Phoenix Hotel & Chalets?
Yes, laundry service and self serve laundry are offered to guests.
Which languages are spoken by the staff at Phoenix Hotel & Chalets?
The staff speaks multiple languages, including English and Japanese.