Guest Policy

Our top priority is the health care of our guests and employees. We are committed to providing prompt and flexible support to our guests during these challenging times. If you need to change or cancel your reservation, please contact our Guest Support Centre (0570-021-721).

1 ．General contract terms and conditions

Guests must be at least 18 years of age to be eligible to check in to accommodations. However, some accommodations may require compliance with additional age restrictions.

When checking in to our accommodations, we may verify your identity by presenting a current and valid photo ID or official identification. Please be advised that foreign guests who do not have an address in Japan are required to provide their nationality and passport number by presenting or submitting a copy of their passport, in addition to valid contact information such as name, address, telephone number, and occupation provided by the guest when making a reservation. The names of all guests must be registered.

If you are considering traveling with a pet, we recommend that you inquire directly with the accommodation to ensure that pets are indeed allowed. We are not responsible for the individual pet policies of accommodations.

Failure to comply with the accommodation's rules and policies may result in the accommodation's refusal or suspension of services to you.

If you cause damage to the accommodation, either intentionally or through negligence of yourself or a guest accompanying you, the accommodation reserves the right to claim payment from you. Any damage to the accommodation, whether accidental or intentional, is the responsibility of the guest who has registered as a user of the room.

Some policies may only apply to specific reservations, in which case you will be notified at the time of booking.

To confirm your arrival status and arrival time, we may ask for details of your check-in schedule via phone or email. If we do not receive a call back from you after several attempts, your reservation may be put on hold or cancelled. If a room is available, we will attempt to reactivate the reservation if you call us back or make payment through one of the several payment methods.

To improve our services, we may contact you by phone or email to obtain feedback about your stay.

We only accept advance payment for reservations of 4 or more rooms in one reservation, or for multiple room reservations totaling 7 or more nights. Our normal check-in time is 3:00 p.m., but please check the policies of individual accommodations.

2．Reservation extension policy

Extended stays are subject to room availability and will be offered at the room rate of the day. The room rate for the same day may differ from the rate at the time of reservation.

3．Cancellation Policy

3.1 Our cancellation policies vary by accommodation or plan, so please check the cancellation policies of your accommodation and plan displayed on the Website and Application before making a reservation.

If the cancellation policy does not appear on the accommodation details page, the following cancellation policy applies:

For reservations of up to 3 guest rooms (visit + meals) Cancellation up to 2 days prior to check-in date: full refund Cancellation on the day of check-in or the day before: non-refundable Cancellation without notice: non-refundable For reservations of 4 or more guest rooms (visit + meals)

For reservations of 4 or more rooms, at least 25% of the reservation fee must be paid in advance. 30 days or more before check-in date: Free of charge (full refund) Within 15 days of check-in date: 100% of prepaid charges No-show cancellation on the day of check-in: No refund will be made for all charges. In case of cancellation during the stay: If you shorten the reservation by 4 or more rooms after check-in, no refund will be made for the reservation.

3.2 Cancellation Method

Reservations may be cancelled through our website or mobile app. Any applicable refund charges will be paid within 14 business days. If cancellation fees exceed the fees already paid, we reserve the right to debit the fees from the payment account registered with us.

4．Each accommodation's own policy

Amenities for each accommodation can be found on our website and app. Please confirm at the time of booking. Some accommodations may not have air conditioning due to weather conditions in the location. Some accommodations may deny visitors access to their guest rooms. Please check with the accommodation prior to inviting visitors into your room. For check-in and check-out times, please check each accommodation's page. For early check-in and late check-out times, please check each accommodation's details page.