FAQs - Frequently Asked Questions

What is The Snow Concierge?

The Snow Concierge is a boutique travel agency based in Sydney, Australia. We focus primarily on ski & snowboard holidays in Japan. As experts in Japan snow travel, we can help in all aspects of planning & booking your Japan adventure.

We pride ourselves on our in-depth knowledge of snow areas in Japan, how to get there, & the best accommodations &resorts. Our goal is to make booking a ski trip to Japan as easy as possible by taking care of the heavy lifting for our clients.

Why are we called The Snow Concierge?

We offer an end-to-end snow travel experience for clients who want someone to take care of all the complexity of booking a snow trip to Japan.

We can take care of everything, from getting you from the airport to your hotel to booking bullet train tickets to securing reservations at the best local restaurants in Tokyo (and everything in between) & that’s before you even hit the slopes.

Not all clients require this level of service, so we offer all levels of service, starting with simply finding & booking the best accommodation for your needs and working from there.

What services can The Snow Concierge provide?

The Snow Concierge can do everything from creating a customised itinerary for your trip to finding the best flights and accommodation, providing recommendations for on & off-snow activities, planning special events, arranging transportation, & more.

We help our clients have the most incredible experience possible. Whether that means taking them to a ‘hidden gem’ resort or finding the best hotel for kids in Hakuba.

Can The Snow Concierge obtain hard-to-get tickets & reservations?

Yes, through our extensive network, we can access many highly sought-after events. However, these exclusive opportunities are prioritised for our full-service Concierge Service clients.

We design these experiences as integral parts of personalised, once-in-a-lifetime itineraries, encompassing premium accommodations and tailored activities.

How does it work?

When you reach out to us, our team will follow up with a few questions via an online form. After receiving your response, we will schedule a face-to-face meeting to discuss some high-level suggestions prepared in advance based on your answers.

During this meeting, we can address any additional needs or requests you may have, as well as your preferred level of service. At this point, we will provide you with a breakdown of our fees for each level of service.

We will begin planning your trip once we determine the service level you require. This process typically takes between 1 to 2 weeks, depending on the specifics of your trip. Following the planning stage, we will present a proposal for you to review & provide feedback. This iterative process may take a few rounds before reaching your complete satisfaction.

Upon your approval of the proposal, we will start the process of booking your accommodation on your behalf. A 30% deposit will be required at this point to secure the bookings, with the full amount due 60 days prior to your departure.

What distinguishes the Snow Concierge from online travel agencies or booking platforms?

We specialise in crafting bespoke, comprehensive travel experiences. Unlike online platforms, we provide personalised, in-depth planning, handling every detail from complex logistics to exclusive access, ensuring a seamless & unparalleled journey. Our focus is on delivering authentic, high-end travel, not simply processing bookings

Which countries does The Snow Concierge operate in?

We work with a range of clients from across the globe. While many of our clients are from Australia, we service queries from any country, including the United States, Canada, the Middle East, Britain, Europe - & closer to home, from Singapore and Hong Kong.

Why should I use The Snow Concierge?

We are Japan experts, & our recommendations are based on our own experiences, having visited & skied in the very places we recommend. We focus on Japan and all its amazing ski destinations - not just the top 3 or 4.

While we can provide, as Japanese, an experience as you would like, we ensure that our recommendations are based on our understanding of what is important to groups visiting Japan from other countries.

What information should I provide when contacting The Snow Concierge?

To tailor a bespoke trip for you, it helps us to understand your budget, the dates of your trip, the number of travellers, your preferred destination, & any special requests or activities you would like to include.

How long does creating a bespoke itinerary with The Snow Concierge take?

We provide personalised itineraries to suit your travel style and budget, so this varies depending on the complexity of the trip.

We do, however, promise to get back to you within 48 hours of your initial request to start the planning process.

How far in advance should I begin planning my trip to Japan with The Snow Concierge?

Due to the bespoke nature of our services & the high demand for snow travel to Japan - which is huge- we recommend beginning the planning process as soon as possible. We have clients booking their next trip a year in advance.

What level of accommodation does The Snow Concierge recommend and arrange?

We specialise in arranging stays at Japan's finest luxury hotels, traditional ryokans, the best ski resorts & exclusive private residences. Our recommendations are based on meticulous research & personal experience, ensuring exceptional comfort & service.

What happens if I need to cancel or reschedule my trip?

We understand that plans change, which is why we book flexible travel options wherever possible. We also highly recommend taking out travel insurance to protect against any unforeseen events. The Snow Concierge can arrange your travel insurance as part of our service.

How are your planning fees calculated?

Fees are based on the length and complexity of your trip - the number of travellers, destinations, and nights, and the proximity of your travel dates to the date of enquiry. We will always be transparent about fees before the planning process begins and will talk through exactly what is included during your consultation call.

Will I get better rates through you than booking direct?

In many cases, yes. As an IATA-accredited agency, we have access to exclusive rates and inventory that is simply not available to the public. For certain properties, we also have preferred partner status, which can unlock room upgrades, early check-in, and other perks. The real value, though, is in the quality of the experience we put together - not just in the numbers.

I have already booked my flights. Can you still help?

Absolutely. While we offer full-service trip planning as our primary focus, we can work around existing bookings and assist with itinerary design, accommodation, and experiences. Just let us know what you have in place and we will work from there.

I need to travel soon - can you still help?

We can, and we will do everything in our power to pull together something wonderful - but we do want to be honest about what planning at short notice involves. Japan is a destination where the very best accommodation and experiences book out well in advance, and working within a compressed timeframe means some options that would otherwise be available to you may no longer be accessible.  For travel taking place within 30 days of engagement, a fast-track premium of 50% applies to our service fees for both the Bespoke Itinerary and Booking Service and the Concierge Service. This reflects the significant additional effort and urgency involved in securing quality bookings at short notice. We will always be transparent about this before you commit to anything.

Can I book some accommodation myself, or use hotel points?

In some cases - but this needs to be discussed and agreed with us before the design process begins. When we arrange accommodation on your behalf, we receive a commission from the property. This is standard industry practice and does not affect your rate in any way. This arrangement also helps keep our planning fees as competitive as possible. We understand that loyalty programmes are genuinely valuable, and we are not in the business of asking you to forgo benefits that are yours to use. If you would like to use points or book certain properties independently, please raise this during your consultation and we will agree on how to structure things from the outset. The one thing we do ask is that this conversation happens upfront. If a property is recommended as part of your itinerary and then booked independently without prior agreement, we will unfortunately need to end the engagement and any fees paid will be forfeited. We mention this not to be inflexible, but because transparency at the start of the process is the best way to protect the relationship and ensure we can give your trip the full attention it deserves.

Do you work with Airbnb or Vrbo properties?

We do not. Japan has a wonderful range of accommodation, from world-class luxury hotels to exquisite traditional ryokan, and we only work with vetted properties whose quality and service we can personally stand behind. If you are looking for villa or apartment-style accommodation for a group, we can source excellent options through our trusted supplier network.

Should you have any further questions, please get in touch .