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Booking Process

A:
Your card will be charged once your reservation is confirmed.

Once your reservation is confirmed (after the host has approved your request), your credit card will then be charged. If the reservation request is denied or automatically canceled, your credit card will not be charged.

A:
We only accept credit cards (one-time payments).

Currently, we only accept credit cards (VISA, MasterCard, AmEx, Diners Club, JCB). Payments must be lump-sum, as we cannot support installments. You can also use a debit card. We currently do not support bank transfers, convenience store payments, or cash payments.

A:
VISA, MasterCard, American Express, Diners Club and JCB.

STAY JAPAN accepts VISA, MasterCard, American Express, Diners Club and JCB credit or debit cards.

A:
If you used a debit card, you will be charged when you make a reservation request.

If you choose to pay with a credit card when you make a reservation request, the funds will be preauthorized on your card, but the transaction will not go through until the reservation request has been approved.

On the other hand, if you use a debit card, the pre authorization and transaction will take place at the same time, so you will be charged the moment the reservation request is placed. In the event your request is denied, you will be refunded the full amount. Whether you use a credit card or debit card, you will be charged the same amount.

A:
Travelers can cancel their reservations on the Reservation Details page.

Guests can cancel their reservations even the reservations have been already confirmed by the host. Please follow the steps below.

1. After logging in, click on My Menu or the red menu button in the upper right corner
2. Click on "My reservations" to access the Reservations page.
3. Find the reservation you want to cancel, then click the Reservation Details button.
4. Cancel Reservation button will be displayed
5. Click on Done button to cancel your reservation.

Currently, hosts cannot cancel reservations that they have already approved.
In case of cancelation, please agree to cancel the reservation with your guest via messaging feature beforhand and send a cancellation request from the enquiry

A:
It depends on each property.

Cancellation fee won't be applied if you cancel within a cancellation period which can be set up differently.
Detailed cancellation rates vary depending on the property, so please confirm "cancellation fee" on the property details page.

The following is the default cancellation fee setup:
7 Days Prior - 4 Days Prior: 10%
3 Days Prior - 2 Days Prior: 20%
1 Day Prior: 50%
On the day: 80%

A:
Check room details for cancellation fee rates.

Cancellation fees vary between rooms. Please check cancellation fee section for each property.

A:
It varies between rooms. Please check the room details page.

Hosts are free to set up to 5 different cancellation fee rates. You can see them under the Price tab of the room details page under the Cancellation Fees header.

A:
It will cost 33,000 yen (not including processing fees).

Let's assume the room's extra guest surcharge is 2,500 yen per night for 3+ guests. In this case, the first 2 guests will incur the regular rate (9,000 yen), but any extra guests will incur an additional 2,500 yen each. With 5 guests total, that's 3 extra guests.

2,500 yen x 3 = 7,500 yen
One night will therefore cost the regular rate of 9,000 yen + 7,500 = 16,500 yen.

For 2 nights, it will cost 16,500 yen x 2 = 33,000 yen.

A:
Don't worry - you won't be charged if the host denies your request.

For peace of mind, please contact your credit card company.

A:
In general, you don't have to.

For room reservation, you would only need to pay once with your credit card when reservation is confirmed. You won't need to make a separate payment to the host. However, the host may offer additional services during your stay which you are free to purchase separately. If you have any questions, please contact our customer support.

A:
Please contact the host to make any changes.

Check-in / check-out times are listed on the room details page. However, if you wish to change the times after you make a reservation, we ask that you confirm it with the host directly.

A:
Generally, check out ahead of time is treated as a cancellation without refund, but it depends on the room's cancellation policy.

If you leave the accommodation earlier than the days you booked, it will be handled as your scheduled stay was canceled.
You won't be charged any additional cancellation fees, but it may result in a refund depending on the room, so we ask that you contact your host.

Note: As of September 2018, lodgings in Special Zones must be at least 2 nights long. Even in cases of emergency like sudden illness in which you are forced to check out early, you MUST pay the minimum room rate.

A:
Please contact your credit card company.

Unfortunately, we can't give a definite answer on this matter, so we ask that you contact your credit card company.

A:
You can request receipts on the reservation details page.

To request a receipt, follow these steps:

1. After logging in, click on My Menu or the red menu button in the upper right corner.
2. Click on My reservations.
3. Find the reservation you would like a receipt for, then click the Request Receipt button.
4. As Request receipt page will be displayed, fill out all the necessary information.
5. Click on Send button.
6. "When you click the YES button, the invoice can be downloaded with the information submitted. Would you like to continue?" message will be displayed, so click "Yes" if there is no problem with the entered information.
7. "The invoice can be downloaded now" message will be displayed. Click "Download receipt" button.
8. As the file of the receipt will be downloaded in PDF file, save it in an appropriate place.

A:
It's the 3 or 4-digit number on the back of your credit card.

The 3 or 4-digit number found on the front or back of a credit card is referred to as a "security code". By requiring you to enter your security code, websites can help prevent unauthorized use of your card. Because the security code isn't encoded on the magnetic stripe, it can't be stolen by card readers. In addition, the security code is never listed in credit card bills or statements.

A:
You can cancel it from the reservation details page.

To cancel, follow these steps:

1. Log in to STAY JAPAN, click on My Menu or red menu button in the upper right corner.
2. Navigate to My Reservations page from the menu.
3. Click on "Reservation Details" to the reservation you wish to cancel.
4. As the cancellation policy is displayed, click on "Cancel reservation" button to see the cancellation details.
5. To proceed the cancellation click on "Done" button.

A:
Your credit card will be refunded according to the room's cancellation policy.

Unfortunately, we can't give a definite answer on when you will receive your refund, so we ask that you contact your credit card company.

A:
Please log in to your profile and cancel from the reservation details page.

To cancel, follow these steps:

1. Navigate to the Reservations page from the menu.
2. Click Reservation Details next to the reservation you wish to cancel.
3. Click the Cancel button, then fill out the form.

A:
Yes, as long as it's VISA, MasterCard, or AMEX, Diners Club or JCB.

STAY JAPAN accepts VISA, MASTER, or AMEX, Diners Club or JCB. If your debit card is from one of those companies, then you can use it with us! For more details, please contact your credit card company.

A:
Cleaning fee is charged only once per stay.

You don't have to pay it separately, it's included in the total amount.
Note that in some properties, there is no cleaning fee. It varies from property to property.
For detail, please check the property detail page.

A:
Weekend fee means the charge for Friday and Saturday stays.

There are rooms offer no weekend rates. Please check the price information for each property for more details.

A:
In general, the utility costs are included in the room rate.

However, if the usage is going to be over a reasonable amount, it is possible to discuss with the host.

A:
No, early-bird discount is 10%despite the numbers of months in advance.

Some rooms may have maximum stay, please check the information page for more details.

A:
Child rate varies according to each property.

For children rate please refer to the property description page.
Please contact the host directly upon sending a reservation request (via Reservation details page messaging feature available).

If you have already made a reservation please contact the host via messaging feature.
Please be informed, once your request has been approved, cancellation fee may occurred if you cancel the booking.

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