FAQ
FAQ
Search and reservation
Payment
Change/Cancellation
FAQ
Search and reservation
How many people can I make a reservation for at one time?
At most 3 rooms can be reserved. If you wish to reserve more than 4 rooms, it must be reserved separately.
Can I reserve several rooms under the same name?
You cannot make a reservation under the same name for the same dates.
Please use the name of guests who will be staying in each rooms.
| * | About double booking |
If there is a double booking, the reservation must be cancelled once before making a new one.
In this case, cancellation fee will be applied. The room availability and price may differ from the cancelled reservation.
Is it possible to reserve with a child who will be sharing a bed?
It's possible. Room conditions and search result will differ depending on the hotel, room types and number/age of children.
According to the child's age, the search result will automatically display the rooms that are possible share a bed with the child. If the child must have a bed, please add the number as an adult before making a search.
* If you do not have a flight reservation (departing from Japan) with us, service fee 1,050 yen will be charged for each hotel reservation.
Tokyo Call Centre : 03-6863-0391( business Hours: Mon.-Fri. 10:00-18:30 / Sun. & National Holidays 11:00-17:30 )
I want to reserve different room types.
It's possible. You can search by selecting number of adults and children for each rooms.
How many days in advance could I reserve?
If there is an availability, you can reserve until 1 day before (previous day) the check-in.
What do you mean by "request"?
Categories marked as "request" means that rooms are not secured at the moment. The availability of the requested room must be confirmed by the hotel.
We will reply back within 3 business days.
Could I select either twin or double room?
Selecting either Twin or Double is possible, but if the room type is displayed as "Twin or Double" then it is not confirmed at the time of reservation. The room type can be requested by sending an email from the "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page displayed after clicking "Inquire about reservation" menu. Please be aware that the hotel may not be able to take in your request.
Is the price per person?
The total price for the stay (1room/night x nights x rooms) will be provided on the search result. An average price for 1 room/night will be provided as well.
Does price include meals?
Breakfast, lunch and dinner will be included if there are icons for each meals. The child's meal will not be included if the child share the bed.
What do you mean by "RUN OF HOUSE (room not specified)"?
RUN OF HOUSE (ROH) means to stay in any available rooms at the time of check-in. Bed types cannot be specified.
Could I make a reservation for the rooms displayed on the site at any branch offices?
The reservation can be made at our branch offices. If you do not have a flight reservation (departing from Japan) with us, service fee 1,050 yen will be charged for each reservation.
If the selection is specified either as local payment plan or online reservation, the price will only apply for online reservation. Price and conditions will differ, so these hotel rooms cannot be reserved at the branch offices.
I am interested in several hotels.
You cannot reserve several hotels on the same dates for online reservation. If it is necessary to do so, please call our reservation center. We will make the arrangements according to your priorities.
* If you do not have a flight reservation (departing from Japan) with us, service fee 1,050 yen will be charged for each hotel reservation.
Tokyo Call Centre : 03-6863-0391( business Hours: Mon.-Fri. 10:00-18:30 / Sun. & National Holidays 11:00-17:30 )
Where could I check cancellation fees?
Displayed on "Review your selection" page after the search result.
Please check the details before completing the reservation.
I have not received an email after completing an online reservation.
Reservation detail can be checked as a listing on 【Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )】page. An email will be send to confirm your reservation. Please contact us if the email does not get to you due to cases such as filling in an incorrect email address.
Tokyo Call Centre : 03-6863-0391( business Hours: Mon.-Fri. 10:00-18:30 / Sun. & National Holidays 11:00-17:30 )
Payment
How could I make the payment?
Advance Payment
Credit cards (Visa, Master, JCB, Diners) can be used for online reservation.
(AMEX cannot be used)
* About billing the card company
Total price will be charged to your credit card company if the reservation is completed. Information such as withdraw date from the account must be checked with the credit card company.
Local Payment
Credit card number will be used as a guarantee for the hotels but not for the payment at the time of reservation.
Please check if your credit card is accepted at the hotel, because the hotel may accept only certain types of cards.
Is discount or product ticket accepted?
Advance Payment
Stock holder complimentary tickets can be used for reservation made either at the branch office or by phone; however, H.I.S. Product ticket [SKY] or other any discount ticket may not be used.
Local Payment
Stock holder, H.I.S. product or any discount ticket cannot be used.
Could I get a receipt?
Advance Payment
・If credit card payment is completed:Text link will be provided at bottom of "reservation completion" or "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page.
・Requested but the credit card payment is not completed:After getting a reply from the hotel, the receipt will be available after the payment.
If you would like to request some changes on the receipt, please contact us from "Inquire about reservation" menu on "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page.
Fill in any requests such as name, proviso, address, and dividing the price to several receipts (Normally only 1 receipt/address will be prepared).
It will take about a week or so for the requested receipt to be ready.
Local Payment
The total price must be paid to the hotel, so the receipt will be available at the check-out.
Is there a limitation to credit card payment method?
Advance Payment
You can choose from single, installment and revolving payment but not bonus payment.
Even if the price change due to cancellation, the payment method cannot be changed. If you would like to either change the payment method or the credit card, the current reservation must be cancelled to make a new reservation.
Local Payment
Credit card number asked during reservation will be used as a guarantee for the hotel. The payment method will not be applied even if selected.
Is it safe to provide credit card number on the internet?
As a personal information protection, Verisign Global Server ID SSL encryption method is used on our site to transmit information. For details about personal information protection for H.I.S., refer to "Privacy Policy".
Change/Cancellation
I filled a name differently from my passport.
If you make a mistake in filling out names exactly as it appears on the passport, the reservation must be cancelled before making a new one with correct information. In this case, cancellation fee must be paid by the guest. If you are getting a new passport with a different name, please fill in the name that will be used for the travel. The passport and family registration names can be different; however, the name should be exactly the same as the passport.
How could I make changes to my reservation?
Following are the ways to make changes:
[1] Change nights of stay only
- The way to cancel the current reservation after making a new reservation
Cancel the previous reservation after making a new reserving at the hotel.
| * | Cancellation and handling fee may be charged. |
| * | The room availability and price may change. |
| * | After canceling the reservation, the availability of the nights are not guaranteed at the time of request. |
- Reserve extra nights as a new reservation separately from the current reservation.
Keep the current reservation and make a new reservation for additional nights.
| * | Bring vouchers for each reservations (2 or more in total). |
| * | If you would like to stay in the same room, please tell the front at the check-in. |
[2] Change other than nights of stay, such as hotel, guests, and room types
Make a new reservation after canceling the current reservation.
| * | Cancellation and handling fee may be charged. |
| * | The room availability and price may change from the previous reservation. |
| * | After canceling the reservation, the availability of the nights are not guaranteed at the time of request. |
[3] Change number of rooms after completing the reservation
If you want to change number of rooms for the reservation, the current reservation must be cancelled before making a new one. Pease contact us before canceling the reservation.
Tokyo Call Centre : 03-6863-0391( business Hours: Mon.-Fri. 10:00-18:30 / Sun. & National Holidays 11:00-17:30 )
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From when do I have to pay cancellation fee?
Cancellation fee period, fee will differ depending on the hotel and departure date. For details, please check the cancellation fee provided during the reservation process. After the reservation, cancellation fee can be checked by clicking " Cancel the reservation" on "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page.
I want to cancel the reservation.
Check cancellation fee on "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page before clicking "Cancel the reservation". Cancellation fee maybe charged. After the reservation, cancellation fee can be checked by clicking "Cancel the reservation" on "Review/Change/Cancel Reservation( English / 简体中文 / 한국어 )" page.
When is cancellation completed?
Cancellation is completed when "We have received your request for cancellation" page appears. If this page is does not appear nor an email is not sent to your email address, cancellation is not completed. Please call our reservation center immediately. In this case, cancellation completion date will be after we hear from you.
Tokyo Call Centre : 03-6863-0391( business Hours: Mon.-Fri. 10:00-18:30 / Sun. & National Holidays 11:00-17:30 )
How would I get my payment returned after making a cancellation?
Advance Payment
The payment will be returned to you by the credit company. Depending on the cancellation date and the card company, the total price may be charged first before returning the payment after deducting the cancellation fee.
Local Payment
Before checking-in, your credit card will be charged by the hotel as a deposit, but the total price (if there is no cancellation fee) will be return to your account from the credit card company. If there is a cancellation fee, the fee will either be charged or returned after deducting the cancellation fee. Depending on the card company, month of charge and return payment may be different.
