We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Jeremy W- Hakuba Luna- A great Family Holiday on the snow.”
Review of Hakuba Luna Hotel

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
Hakuba Luna Hotel
Ranked #20 of 101 Hotels / Ryokan in Hakuba-mura
Certificate of Excellence
Broadbeach, Australia
1 review
“Jeremy W- Hakuba Luna- A great Family Holiday on the snow.”
Reviewed 7 January 2014

This was our first family trip overseas and we weren't sure what to expect. We were very pleased with our choice of snow field and Hotel. From the moment we arrived until the moment we left we were greeted by friendly smiling (english speaking) staff who always made us feel at home and helped us with our questions. We stayed as 2 adults and 2 teenage kids in a family room which was spacious and worked out very well. Breakfast was nice and the staff put on earlier times when it was necessary for us to get to our days outings on time. The Sakka beginner slopes were a very short walk and those slopes were the perfect ones for us Beginners- snow clearly tons better than what we remember from Australian Winters!
Dinner at Luna was great (we had several) and always started at the bar for a cold beer or a Chu-Hi. There is a very functional drying room and a rec room downstairs. Numerous DVDs were available for the kids to bring back to the room and watch for free. The kids particularly liked uploading things with the free WiFi.
Down town Happo was a short shuttle bus or taxi ride- but we often walked if we wanted to eat out and other eating options are very close (uphill on way home to work off dessert).
Our day at the Snow Monkeys was a great time and a good rest for weary muscles.
We used Chuo taxis for our transfers to Nagano- this worked well.
So all in all- this was the perfect place for us and we wouldn't have changed anything- Highly Recommended - particularly for families and beginner skiers.

Room Tip: I believe there is only 1 family room- this was great for us!
See more room tips
  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Jeremy W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a Review

104 reviews from our community

Traveller rating
    69
    23
    6
    5
    1
See reviews for
47
28
4
Business
0
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (16)
Date | Rating
  • English first
  • Any
English first
Toowoomba, Queensland, Australia
Level Contributor
97 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 28 December 2013 via mobile

We stayed here as a family 3 adults & 1 infant (1.5yrs old).
We had the family suite with own bathroom which Is very spacy.
2 seperate rooms.
Great heating in both rooms, small bathroom but is common throughout japan.
The advertised king bed was 2 singles put together but we didn't mind.
The only negative experiences we had at the luna was communication about transport.
On 3 occasions we organised a lift with a staff member from luna and they forgot or went to a wrong location.
Luckily our 4th lift was remembered as we were being dropped off at the happo bus station.
We understand these were all teething problems as they had just opened for the season.

Breakfast is included with all bookings.
Coffee is very average (instant coffee)
And bacon and eggs which you must order is very rationed.
But everything else is really good.
Dinners at Luna's restaurant are very pricey but of average quality.
Would recommend eating elsewhere.

Overall we loved our stay at luna and would definitely stay again.

Thanks to all the lovely staff and Julian for all the good chats.

Stayed December 2013
Helpful?
Thank Kainen M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Parkville, Australia
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 25 February 2013

My husband and I have just returned from our first ski holiday in Hakuba Japan. Whilst there we stayed at the Hakuba Luna Hotel which I could not recommend more highly. The staff went above and beyond to help us when we discovered all our ski dates were wrong and our train tickets would not be valid for travel the day we left. To Miles we say thankyou for reorganising all our bookings for us and to Maruyama thankyou for driving us to the train station and helping us rebook our train tickets and also to both for all your help in booking and recommending restaurants. To Tristan, Matt & Ashley thanks for the great many Happy Hour ( between 4 & 5 everyday ) we spent in the bar and also your great service in the restaurant. Its really nice when the staff are friendly and will take the time to have a chat with you.To Terrence the chef thankyou for the all the yummy food. Was great to start our day off with a great breakfast and we really enjoyed all the food in the restaurant (especially the dessert YUM!!! ) and to all behind the scenes thankyou for making our trip so enjoyable. We will definately be back. To all those looking for a great comfortable & friendly place to stay I would recommend the Luna as the rooms were well heated with really really comfortable beds. The drying room was large with plenty of room for all your gear. They also have a bus stop right out front for the shuttle busses at night that will take you to other restaurants plus you can also walk to restaurants as there are many only a short distance away. Also very handy having a free laundry room with dryers as most places charge the earth for washing and drying. The hotel is also only 100 mtrs from the Sakka lifts so is so easy to start your day off skiing and great when you finish as you only have a very short walk on tired legs after skiing all day. You are also able to catch a shutle bus to and from other locations if you want to try other slopes. ( pickup is right next to the lifts in the carpark ). All in all I couldn't recommend this place more highly as it was reasonbly priced, clean, freindly and above all great service from all at the hotel staff !!!! . And lastly to Kerry (owner) was lovely to meet you and I enjoyed our chats and thanks for all your advice and recommendations on things to do and places to go we had such a wonderful time and we will definately be back for another fun filled visit. To anyone planning a stay at the Lunar check out their site as there is a heap of info on rooms and also travel tips on how to get there (plus pictures) . Makes it much easier as this is info from current time tables for busses, trains etc.

  • Stayed February 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Mishamouse
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 25 February 2013

Paying a bargain price for a 3.5 star hotel I honestly expected the pictures to overstate the quality, and the "5 minute walk to the lifts" to be maybe 10, at a brisk pace. I expected it to be clean, functional, and in a word average.

What I DIDN'T expect was super friendly staff, a great breakfast and a 3 minute shuffle to the base of one of the best snow fields, Happo-One.

I stayed in one of the triple share rooms with some friends and was very impressed. Little things like cooking eggs differently every morning really added to the experience and it's location in the Wadano area is walking distance to some good restaurants and bars, and has more of a village feel that I imagine staying around Echoland would. Peneke bar is very close and a great place to end a night, and the Windy Kobeya restaurant is right next door. For people looking for something a bit more home like, "The Pub" is about 10 minutes walk away. Cheap drinks, pizza, pool and Fussball.

On the first day we went to Cortina ski fields, and ended up getting back at 1930 after some difficulty with the buses - the reception staff said to give them a call from the Hakuba information centre next time and they'd be happy to come and pick us up - little things like this really added to the experience.

The walk to the lifts is if anything understated, and while I thought the main area was Hakuba 47, Happo-One is actually larger and has more varied terrain.

Rooms were good - Tatami mats and individual heating, we were on the ground floor which meant a handy fridge to store our beers just outside the window. A small criticism may have been that the beds weren't amazing, but nothing worse than expected for a 3.5 star.

Overall I was very impressed - a combination of great value and better than expected service means I will be back!

  • Stayed February 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Fest_mkiv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bangkok
Level Contributor
51 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed 19 February 2013

We(2 adults and one teenager) stayed 5 nights at the hotel in February for our first time skiing. We did not expect much knowing the hotel is 3.5 star hotel but the experience at the hotel far exceeded our expectation.

Pros:-
1) Location is perfect for beginner. We booked 3 private lessons with Evergreen and sessions were conducted at the base of Sakka 2 lift. Hotel is close to Sakka quad lift so it was only a bit of walking uphill back to hotel after our first day lesson. On the last day, when we could ski higher, we tried going up the quad lift so after the day we could walk back to hotel in few minutes. The hotel is really a perfect base for family with kids who will usually play around Sakka areas.
2) Good English breakfast buffet quality with plenty of fruit choices and fruit juices. Eggs were cooked differently every day (We did not have same egg style during our five night stay). On our last day, Sunday, there was even smoked salmon in the buffet. At the price we paid the breakfast choices were considered very good.
3) Ya-chan, the Japanese lady at the reception was very polite and had excellent service mind. She was very helpful in Japanese restaurant bookings and she gave us a private lift to famous sushi restaurant in town on one night and to private onsen nearby on another night which was a nice touch. She responded very well to any issues that were raised.
4) Equipment rental was very convenient. Bianca arranged the ski rental shop to pick us up to the shop upon arrival and on the last day we just left the ski gears at the return rack in front of the entrance.
5) The heated drying room was sizable. In other places we saw only little place to keep only shoes.
6) Laundry facilities were free of charge. We did not have any problem with dryer based on other previous review.
7) Hotel is smoking free and so is very suitable for kids.
8) Quite location with a view of forest on the side but still could walk to many good restaurants at night.
9) Night bus stop is in front of the hotel.
10) Best mix of both world. Our room structure was Japanese but beds were western(and they were very comfy).
11) On-site restaurant was a plus after a long day. It served very yummy pizzas. The food prices were reasonable. If you travelled with kid like us, after a long day you would want to grab something for a bite before going out for dinner.

Cons:-
1) Quality of coffee at breakfast was mediocre and it was self served.
2) No fancy toilet with electronic buttons and seat warmer but understandable given the hotel star rating.
3) No on-site onsen but the hotel provided free shuttle to different onsen at 5pm every day and pick up after an hour. We tried the private outdoor one near the hotel at 2,800 Yen/hour which was quite a memorable experience.
4) A 5% credit card charges.

General Tips:-
1) For first time skiers, buy the coupon type lift pass whose points were taken off on actual usage. The card was charged 32 points for 3,200 Yen for adult and it took 2 points off to use the sakka 2 and 3 lift and 3 points on sakka quad lift. So you can use the left over points on the next day. Day pass is more suitable when skill is improved.
2) The foods at Roots cafe near Evergreen were 100% veggie with very low quality and expensive. If you plan for private lessons like us, better arrange to practice near Sakka 2 area which is close by. We loved the foods(curry rice, spaghetti bolognese, sake with soda and latte) at Indian Summer Cafe at the base of Sakka2. The Snow Plaza at the Sakka Quad's base was quite ok but could be extremely crowded(very long queue).
3)Avoid weekend/kid free day as Sakka will be extremely crowded with Japanese on a day trip from nearby cities.
4)For first time skiers, it was not worthwhile to have private lesson on the first day as it cost 50,000 Yen per day and you could not do much on the first day. If we can redo, we will do group lesson on the first day and private lessons after that. A one to one session was best choice for our daughter once she got the basic skill.

Room Tip: Our room 210 was quite roomy given the Japanese room size standard. It had one king and 2 single bed...
See more room tips
  • Stayed February 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank JennyTH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth, Australia
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 30 January 2013

We have just had a wonderful week at Hakuba. We are first time skiers family of five one 16 year old and 14 year old twins , the location of the hotel perfect for Sakka ski lifts. Staff could not assist more.
Thankyou Miles and all the staff.
Very relaxed atmosphere, cozy rooms.
Faults probably as other recent review, towels not changed regularly, bathrooms not cleaned daily but we still had a great time staying here and would stay again.

  • Stayed January 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Peter W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kiama, Austarlia
Level Contributor
27 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 26 January 2013

This is our third trip to Japan and our second stay in Luna, having stayed and reviewed the hotel in Jan 2011. Our 12 day stay this time was very disappointing due generally to poor systems in place, particularly regarding room cleaning/servicing during our stay.

It's STRENGTHS remain;
* good location if you just want to ski Happo One - Sakka lifts are just across the road.
* Lovely views of Wadano forest, generally quiet location.
* comfortable beds
* friendly staff who all try to be helpful. Bianca was the most efficient manager, and was on top of things when she was there. Unfortunately, she was there only occasionally, as she often had duties at Penke Penke next door.
The customer services provided by the hotel was inconsistent and depended on which manager was on duty at any given time. Bianca was happy to give 6 guests(ourselves and another family) a lift to the bus terminal to get the early bus to Cortina but the return promised pick up after all the shuttles had finished did not occur because someone else was on duty. Maruyama was extremely helpful regarding dinner reservations and lifts. The general staff including Tristan, Matt and Ashley were efficient and friendly.


It's WEAKNESSES have become more pronounced since our last stay.
I note from the replies that Luna owners have written for previous reviews that they are paying a local management company to run their property. I wonder if they are getting value for money themselves.
The service was poor in these respects;
* rooms are not serviced daily despite claims that they are. During our 12 days, our room was not fully serviced even once. Here are the number of times general room servicing tasks were completed /12 -
Beds made 3/12
Fresh towels 4/12
Cakes of soap provided 2/12 (including first arrival)
Toilet paper provided 5/12
Tea bags provided 6/12
Coffee provided 7/12
Sugar provided 4/12
Milk sachets provided 4/12
Bathroom cleaned 2/12 (including our first arrival)

These basic tasks were done occasionally, but never all on the same day, so there was always an aspect of our return to our room that was disappointing. After complaining to 3 different staff members for the first 3 days, I simply gave up and came back from the snow to clean the bathroom, make beds and get fresh towels and toilet paper from the cupboard myself. I agree with another reviewer who states that dirty towels were often hung back up after being deliberately left on the bathroom floor, rather than being replaced. Interestingly, dark chocolates were placed in the room most days (one for each person). It feels as if the hotel is trying to provide luxuries without getting all of the basics right first.
Other WEAKNESSES include;
1. The guest computer screen is broken and the duty manager told us that it has been all season, so its very difficult to send /receive emails from home and check on snow conditions and forecasts.
2. The ski gear drying room now has inadequate heating. Ski gear did not dry out.
3. The washing powder in the laundry had run out. Driers do not seem to work properly. It took a whole day to dry one load of washing.
4. At first the restaurant was having difficulty coping, (no cups, long waits for pancakes ) but did improve during our stay.
5. On the chef's night off it was pizza night, but the young staff were left to explain to guests that one of the 2 pizza ovens was broken. Long waits.

To conclude, it feels like the friendly staff are doing their best but some of the management systems are letting them down and the Hotel seems understaffed. Our stay would have been much more pleasant simply if the rooms had been cleaned properly. Having now stayed in a range of Japanese run Pensions and Hotels, Luna Hotel just does not measure up to Japanese standards of cleanliness or service.

We will not stay there again.

Room Tip: Stay in a Family run Japanese Pension or Hotel.
See more room tips
  • Stayed January 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank kdezzie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Squashie123, Owner at Hakuba Luna Hotel, responded to this review, 1 February 2013
Dear kdezzie,

Thanks for returning to Hakuba Luna and for taking the time to write a traveller review. We're glad you liked Hakuba Luna's great location, very comfortable beds and lovely views of the Wadano Forest and that you found the staff to be efficient and friendly and that Maruyama was extremely helpful regarding dinner reservations and lifts.

We regret that there were aspects of your stay that disappointed you as we strive to ensure that our guests have a wonderful experience.

We have discussed your feedback with our local management and offer the following comments.

One of our two pizza ovens did require servicing on the first Monday of your stay as a part broke on the weekend. It was serviced by our Tokyo based supplier and was working again within that week. This was only the second occasion in 4 years that one of the pizza ovens was not operating and it was out of service only for a short time.

The laptop computer isn’t used very often by our guests because these days most guests use our complimentary Wi-Fi for their own smart devices. There is a crack in the screen of the laptop, however it is still working. Based on your feedback we will remove the laptop.

We are glad that Bianca was able to make time to give you a lift to the Happo bus terminal so you could catch the early bus to Cortina. We are unable to routinely pick up guests at the end of their day at Cortina as the hotel and our restaurant, Eclipse are normally very busy at this time. Most guests who go to Cortina for the day catch the loop bus from Happo bus terminal back to Hakuba Luna as the buses stop at the Sakka lift base across the road. If a guest happens to miss the last loop bus and we do not have a staff member able to make a special trip to pick them up from the bus terminal, then the night bus is an option as is a pretty short taxi ride back to Hakuba Luna. As owners, we caught the taxi back to Hakuba Luna from the bus terminal when we missed the last bus one evening a couple of weeks back.

Our management company employed local Japanese staff to do most of the housekeeping this season. We expected that this would work well however the room servicing has not been to our usual standard. We have recently employed an additional person to assist with the housekeeping and Bianca is more closely monitoring the housekeeping to ensure the standards improve.

My wife, Kerry is also returning to Hakuba Luna for a while to support the onsite team and to help ensure that everything is running smoothly for our guests.

We have asked the onsite management team to more closely monitor the complimentary washing powder in the laundry to ensure it doesn't run out.

The clothes dryers are working normally. If the correct buttons are pressed when you put a load in to make sure the dryer is set at the right temperature, the load of clothes will dry properly. We will display instructions in English to make it clearer for our guests.

Once again, thank you for staying with us. We value your feedback and hope that the changes it has prompted will help to ensure our guests have a great experience.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Hakuba-mura hotels
Hakuba happou Onsen
Phoenix Hotel
Phoenix Hotel
#6 of 101 in Hakuba-mura
4.5 of 5 bubbles 104 reviews
Hakuba happou Onsen
Hakuba Tokyu Hotel
Hakuba Tokyu Hotel
#8 of 101 in Hakuba-mura
4.5 of 5 bubbles 223 reviews
Hotel Montblanc Hakuba
#7 of 101 in Hakuba-mura
4.5 of 5 bubbles 150 reviews
Show Prices
Show Prices
Show Prices
Hakuba happou Onsen
Hakuba Yamano Hotel
Hakuba Yamano Hotel
#22 of 101 in Hakuba-mura
4.5 of 5 bubbles 99 reviews
Hotel La Neige
#23 of 101 in Hakuba-mura
4.5 of 5 bubbles 54 reviews
Show Prices
Show Prices
Show Prices

Been to Hakuba Luna Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hakuba Luna Hotel

Property: Hakuba Luna Hotel
Address: 4777-1 Wadano, Hokujo, Kitaazumi-gun, Hakuba-mura 399-9301, Nagano Prefecture
Region: Japan > Chubu > Nagano Prefecture > Kitaazumi-gun > Hakuba-mura > Hakuba happou Onsen
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Ski-In / Ski-Out Suites Wheelchair access
Hotel Style:
Ranked #20 of 101 Hotels / Ryokan in Hakuba-mura
Hotel Class:3 star — Hakuba Luna Hotel 3*
Number of rooms: 16
Official Description (provided by the hotel):
Hakuba Luna Hotel is a very friendly, small hotel in a fantastic location in the beautiful Wadano Forest in Hakuba Happo-One.Hakuba Luna has 16 guest rooms, each combining Japanese style with western bedding and other comforts.Hakuba Luna is ideally located almost opposite (approx. 80M from) the Sakka Quad chairlift. The hotel is an easy ski-in during much of the season.Hakuba Luna has a very popular on site restaurant plus all the features you would expect from a small comfortable hotel.The inter-resort and Hakuba Village shuttle bus stops are directly in front of the hotel. Over the last three years Hakuba Luna has been renovated and upgraded by new owners. Very attractively priced for this season. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Agoda so you can book your Hakuba Luna Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing