Phoenix Hotel by Hakuba Hospitality Group

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!

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

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.

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