Kitaazumi/Resort Inn White Silver in Hakuba

As a solo female traveller, I expected at least a basic level of hospitality, but the owner was rude and aggressive, making the stay uncomfortable. In contrast, the two female staff members were friendly and helpful. Be aware that getting around can be inconvenient, there are no pavements, so you have to walk on snow-packed roads. The guest van only operates at limited times and only for pick up and departure to the nearby train and bus stations, meaning you will have to walk everywhere else. If you plan to eat out, note that the popular noodle house nearby is nearly impossible to book. The guesthouse itself is fine, but the owner's behaviour and logistical challenges make it hard to recommend.

We booked White Silver Lodge in Hakuba through Agoda for 2 adults and our infant. The property is listed on multiple booking sites, and our infant was included in all our reservations. However, upon arrival, we were told they do not accept children under 6, and our child could not stay. It was peak season with no other accommodation available, leaving us with no where to go with our child. We were not given the option to cancel or refuse check-in without forfeiting the full booking fee.

The property should not be listed on booking platforms if it cannot accommodate families with young children. They took no accountability and made it entirely our problem. Agoda eventually cancelled our booking and issued a refund as we couldn’t check in with our child. Despite this, the property still charged us a late check-out fee equivalent to 3/4 of the booking cost.

Adding insult to injury, they later claimed they could have provided a cot if requested—despite stating children under 6 weren’t allowed. We didn’t need a cot as our child sleeps in our bed. They also mentioned having a waiting list and implied they could have resold the room—likely at a higher rate—yet refused to let us cancel without penalty.

This experience completely ruined our family holiday and left us scrambling for accommodation. Thankfully, we had family nearby to provide a roof over our heads. White Silver Lodge showed no responsibility and prioritised profit over customer service, we understand businesses need to make money, but again, this was not our fault. Avoid this property if travelling with children or expecting even basic flexibility or accountability.