The lobby of the hotel is impressive. We booked 2 double rooms and stayed for 1 night. The buffet dinner and breakfast is good, with a variety of western and asian dishes. The kids love the chocolate fondue fountain for dinner. The hotel is right next to the ski school so it is very convenient if you are planning to do any skiing and/or snow activities. The room is quite big and clean, and has complete in-room amenities.
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I stayed at Niseko Hilton during Xmas for 6 days. Pls stay away from this hotel as if there is plague! Everything is unimaginably poor. It was so bad that I called Ritz Reserve if they might have available room during our stay!
We pay $750/night (100,000¥/night ) and the room was disgusting. This is a Ritz/Four Seasons rate but you got 1 star service and conditions.
Room condition was horrendous when we first checked in. After complaining to hotel management, they changed our room in second day.
Some days, Rooms don’t get cleaned until 5:30 pm, my wife asked several times during the day reminding them we have small kids, but their standard answer is “during Xmas, it is their peak season”. If this is your peak season, bring more temporary housekeeping staff from other hotels. Simple is that. You are charging us ridiculous rates, and still no shame to tell us , this is what we should expect!
Hotel management’s mentality is seeing customer as cash cow. They know Hilton has a very good location just in front of gondolas, so they can lower every quality!
Clientele is predominately south East Asians during Xmas. During breakfast, one crazy Malaysian Chinese lady asked very rudely to me to bring my son outside, because he literally cried for 10 seconds. Another Australian family saw this incident and even told waiters how rude that Chinese lady was to me. Instead, an older waiter (from Indonesia) asked me to leave the restaurant. This happened during the Xmas day! Of course I was very furious and later brought up this to restaurant manager and hotel management!
I never experienced anything like this in my entire life!
The only thing worth to mention in this hotel is Joy (front desk manager) . She is the only gem in this rubbish! Beside her all other staff needs to be sent to Hilton training!
As a summary: Worst class Ski experience, terrible hotel experience !
Hilton Niseko deserves zero star!
Honestly the worst stay at a full service hotel I’ve ever had.
Generally the staff is pretty terrible and not there to help. Food is atrocious (especially the buffet breakfast and the room service). Finally, accessibility to anything outside of the hotel is virtually impossible past 8pm.
If you have the option to stay anywhere else in Niseko do it!
I came with my wife for our honeymoon. Flew in from a long flight to a 3pm check in. We were not let into our room until 1.5 hrs after the 3pm check in. We sat in a packed, over crowded lobby.
We finally get into the room and its a hotel experience straight out of the 1970’s with analog controls and a rock hard bed. We try to order room service after being exhausted + hungry after a long flight. It takes an hour of calling the front desk for someone to take our order. The food arrived an hour beyond that and was gross (especially when they’re charging 3.500 yen for a burger).
Day 2 started by trying to make a spa reservation. Upon approaching the front desk to ask to help us, they said to just got directly to the spa. The spa was closed. We went back to ask to help us make a reservation and they said we need to wait for the spa to open and they didnt know when it opens.
That night we had a hard to get 8:30pm reservation in Hirafu (local ski town with bars + restaurants). The hotel shuttles to Hirafu end at 9:30pm. We asked the hotel to help us arrange transit back from the restaurant and they told us to ask the restaurant to do it when we get there - despite the fact that they already told us there were no available taxis. We ended up not going because we couldn’t get transit set up and there were no taxis available.
A final note - they have a piano playing in the lobby most nights. The piano is horribly off key and the sound bangs and echos. This music was the sound track of our honeymoon at the Hilton Niseko.
Dear sirrah99,
Thank you for choosing Hilton Niseko Village for your recent visit to Niseko and taking the time to share your experience on TripAdvisor.
We regret to learn about your dissatisfaction with our service, it certainly was not our intention to disappoint.
We strive to provide the highest quality of service to all of our guests and I apologize that we did not meet your expectations.
Your feedback has been shared with the respective Department Heads to initiate the necessary steps to improve the quality standards of Hilton Niseko Village.
We place great importance on your feedback, as this will help us to improve the services we provide for our valued guests like yourself.
We will do our utmost to improve our customer service and only hope that we will have another opportunity to restore your faith in our hotel.
A special shout out to Nathan and his staff who went out of their way to help push our car which was stuck at the carpark due to thick snow. Thanks much!
Returning after 3 years, service is still top notch. Always a delight at Hilton Niseko. Keep it up!
On Dec 8, 2022 I rented Snowboard jacket and pants and returned on the same day at 4pm then I left the ski resort and back to the hotel. I realized that I left my eyeglasses inside the rental jacket so the following day first thing in the morning I immediately called Ski rental at 8AM in Hilton Niseko Village. The staff Mr Suzuki said that he will find it but no assurance as they 're busy in the morning. My friend instead went back to the ski rental and requested to look for my eyeglasses , then another staff Mr Jin made extra effort to find my eyeglasses and even gave us contact number to follow up as our bus about to leave that day, going back to Sapporo Airport. Fortunately, Mr. Jin found my eyeglasses and informed him to send it home address in Tokyo and bill package to receiver. I'm very Thankful and would like to compliment Mr. Jin Chenyuan who made extra effort to return my eyeglasses. ( It could be 5 stars rating if the first staff help us immediately, instead of saying we are busy now and friend have to go back onsite to report & follow up lost item! but still very grateful for the support and assistance given to us ) .
Just like to thank the team of amazing staff:
Totok (Front office), Tam (Concierge), Sayaya, Eitan, Chang, Gede (F&B @ Melt) for completing our stay. Sorry I didn’t get the name of the pretty Japanese housekeeping lady who has superbly kept our rooms clean.
It’s an international team from Korea, Israel, Taiwan, Indonesia and many have not seen their family for 3 years since the lockdown.
I’m appreciative they’ve stayed back @ Niseko to serve the guests. Kudos to their excellent service, always so attentive to look into the details to make our stay memorable.
We’ll be back for the powder soon! Having skied at Whistler & Lake Tahoe. We’ve to admit the fine powder at Niseko is extraordinary! Hilton Niseko ski-in-out service is so convenient for the family with kids.
