FUYU CONCIERGE
Frequently Asked Questions
From your first enquiry to reviewing your trip.
How do I get hotel recommendations? Can I check live availability?
Enter your dates, party size and stay preferences to see suggested hotels and reference room types. Choose up to three, then add your contact details, or leave the choice to FUYU. Our team will check availability and rates with the hotels or their partner systems before replying. Suggestions are not live availability, formal quotes or reservations.
Does submitting a form confirm my booking?
No. It sends your request to the team, who will check availability, dates, party size and pricing. An acknowledgement or acceptance of a quote does not confirm supplier availability. Refer to arrangements explicitly marked as confirmed.
Can I plan directly with the team instead of completing every form?
Yes. Contact FUYU through LINE, WhatsApp or the website’s contact page. Include your trip reference and the services you need so the team can find your details. You can return to My Trip to review information that has been organized for you.
How do I pay for accommodation, and when is payment due?
FUYU provides quotations and collects payment. After checking availability and prices with the hotel, we send a payment notice. Full payment by credit card or bank transfer is due within 24 hours after that notice is sent. If payment is late, the price and availability are not held and the booking request lapses. FUYU issues a formal booking confirmation after verifying payment and completing the booking with the hotel. Payment terms for other services are stated in their individual quotations.
How do I access My Trip?
Guests must sign in with their email and have access to the specific trip. If you cannot sign in or find your trip, contact FUYU with your booking email and trip reference. Do not share login codes.
Why do you need companion details?
Accommodation and other services may need names and birth dates. The lead guest also provides email and LINE or WhatsApp contact details. Rentals may need height, weight and ability. Obtain permission from companions or guardians before providing their information.
Can I start arranging transport before my flights are confirmed?
You can first provide your arrival and departure dates, origin and next destination, then add flight details later. If you need help, choose “Arrange my transfer” on the transportation page so the team can check options and quote.
How do I cancel or change a winter accommodation booking?
FUYU’s winter accommodation cancellation policy covers check-ins from December 1 through April 30 and applies once you receive a formal booking confirmation. Cancellation 62 or more days before check-in incurs a charge of 20% of room charges; the remaining 80% is subject to applicable refund and administration fees. Cancellation from 61 days before check-in through the check-in date is non-refundable. Changing the check-in date or guest’s name counts as cancellation; a room upgrade alone does not. Email fuyuskischool@gmail.com to cancel. Days are calendar days in Japan time, excluding check-in day, based on when your email actually arrives, including outside service hours. Other dates and services have separate conditions. See Terms & Conditions for the full policy.
Which fees are deducted, and how long does a refund take?
Where a refund is available, card payments incur a fee of 3.2% of the original card transaction amount; bank transfer refunds incur the bank and remittance fees actually charged. Hotel-specific administration fees also apply, with the exact amount disclosed before payment. FUYU completes its refund processing within 7 calendar days after receiving both the cancellation email and the necessary refund information. The time for funds to reach your account depends on the banks involved.
Should I buy travel insurance?
We strongly recommend purchasing travel insurance. Winter accommodation cancellation conditions in Niseko can be strict, and weather, flight changes or transport disruption may affect your plans. Before purchasing, check cover for trip cancellation, interruption and delays, as well as skiing activities, exclusions, claim limits and deductibles. Coverage and any claim payment depend on your policy terms and your insurer’s assessment.
Can I cancel free of charge if weather or flights affect my trip?
Weather or transport disruption does not automatically entitle you to free accommodation cancellation. Contact FUYU promptly with your booking reference and affected dates so we can check possible arrangements with the hotel. Cancellations and refunds follow the agreed booking conditions; if the hotel or FUYU cannot provide an agreed service, applicable law and the contract apply. Insurance claims must be made to your insurer and are separate from refunds from the hotel or FUYU.