To those who are reserved

To those who are reserved FAQ - Overview

To those who are reserved

How do I make a reservation?

After you login, go to the desired room page and select desired dates and click 'reserve'.

Follow these steps to place a reservation:

1. Log in to STAY JAPAN.
2. Choose the room you'd like to book. To search for rooms, click the search button at the top of the site to search by region, duration of stay, number of guests, etc.
3. Once you decide on a room, make a reservation request. (Please note, your reservation won't be confirmed just yet.) To make the request, you'll need to provide your check-in date, check-out date, duration of stay, number of guests, and credit card info. In some cases, the host may wish to contact you to confirm your identity.
4. Once the host approve your request, you will receive a confirmation letter via e-mail or you can check in your profile on STAY JAPAN website.

Note: For some rooms, reservation requests may be confirmed immediately. For more information, please read "What is Instant Book?"

What do I need to place a reservation?

You'll need a credit card to pay for the room. Also, you may need to verify your identity.

Note that you must pay by credit card. In addition, some rooms may require ID for identity verification purposes. To verify your identity, upload a photo of your ID on the User Verification page. Please note that it usually takes one business day to confirm identity verification documents.

Can non-Japanese make reservation?

anyone can make reservation on our website.

Any STAY JAPAN members can use our website to make room reservation, however, for non-Japanese residents, you are required to bring your passport when check in.

What is a reservation request?

When you want to place a reservation, you make a request directly to the room host.

After you enter all the necessary information (duration of stay, number of guests, etc.), you can place a reservation request to the host via the STAY JAPAN site. The reservation is only confirmed once the host approves it.

What is Instant Book?

Instant Book reservations are confirmed immediately after being placed.

Our site is built upon a reservation request system. Normally, a reservation isn't officially confirmed until the host approves it. However, reservations placed at rooms with Instant Book will be confirmed immediately, with no host approval needed.

Can I place a reservation over the phone?

Unfortunately, reservations cannot be placed over the phone.

Reservations can only be made via the STAY JAPAN website. Please register an account, then make a reservation from the room page.

I went to make a reservation, but the charge was higher than the room rate. Why?

In addition to the room rate, there is a STAY JAPAN processing fee.

When you place a reservation, you will be charged the room rate plus a STAY JAPAN processing fee.

I placed a reservation, but I haven't received a confirmation email!

It's possible the host hasn't approved your reservation yet.

The host has 72 hours to approve your reservation. After that, the reservation will be canceled automatically. Incidentally, you can also cancel the reservation request yourself. If you're under time constraints and don't have the time to wait for the host's reply, you can go to the reservation details page and cancel the reservation. Don't worry - your credit card will not be charged.

How do I use a coupon?

Enter the coupon code when making a reservation.

When you place a reservation, you'll see a "Coupon Code" text field. Type in your coupon code, then double check to confirm that a discount has been applied to the total.

What happens if I use a coupon, but have to cancel that reservation?

The coupon will apply a discount to the cancellation fee.

If you used a coupon to book, your cancellation fee will have the same coupon discount applied.
For example, if the room rate was 10,000 yen and the cancellation fee is 50%, but you also used a 2,000 yen coupon, the fee would be calculated like so:
(10,000 yen x 0.50) - 2,000 yen = 3,000 yen.

Would I be able to see the room before I make the booking?

Unfortunately, we cannot let guest view the rooms unless they are checking-in.

Please check the website for more photos of the rooms and other facilities.

I would like to make changes to my booking. What should I do?

The procedure varies according to the type of changes. For example, extend a night, reduce a night, add an activity or cancel reservation. Please contact our friendly staff in this regards.

Reduce number of nights: you would have to cancel the current booking and rebook a new reservation.
Extend your stay: you may make a new reservation for the new dates. When there is a minimum stay, you may have to cancel the original booking and rebook a new reservation
To add new activity: you can contact the host directly without cancelling your original booking
To Cancel activity: you would need to cancel the current booking and make a new reservation.

I have made a booking. How do I confirm the booking?

You can check your bookings in the reservation confirmation when you log-in.

If you can't check your booking under booking confirmation, you may have to re-request your booking again.
Please see details in the below link:
"What is 'request a booking'?"
"What is 'instant booking'?"

When I make the reservation request, can I select different meal plans and the number of children?

Unfortunately, you can not choose the plan upon reservation. Please contact our friendly staff in this regards.

If you have not make a request, please use the link below: contact form.
Please include the name of the property when you send the enquiry, so the the host can reply in a timely manner.
If you have made a request, please contact the host directly.
Please be informed, once your request has been approved, cancellation fee may occurred if you cancel the booking.

I have made a request and asked a question at the same time. If the host has approved my request, will I get charged cancellation fee if I cancel after the host has answered my question?

The cancellation fee varies according to each property and the number of days you have cancel your booking in advance.

Depending on the cancellation policy, you may not be charged for cancellation.
It is recommended to ask questions before you make the request if you have any concerns.
To ask question before requesting, help form:contact form.
Please also include the name of the property.

I have made reservation request for 2 rooms for the same date. Will I get charged cancellation fee if I want to cancel one of them?

The cancellation fee varies according to each property and the number of days you have cancel your booking in advance.

Depending on the cancellation policy, you may not be charged for cancellation.

Overview