Booking Process

Booking Process FAQ - Overview

Booking Process

When and how do I pay?

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.

What payment methods are available?

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

Currently, we only accept credit cards (VISA, MasterCard, AmEx). 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.

Which credit cards do you accept?

VISA, MasterCard, and American Express.

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

I got a withdrawal notice from my bank before the host approved my reservation. Is that normal?

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.

How do I cancel my reservation?

Travelers can cancel their reservations on the Reservation Details page.

Travelers can cancel their reservations at any time, even after they've been confirmed. Just follow these steps:

1. After logging in, click the red menu button in the upper left corner.
2. Click Traveler > Reservations to access the Reservations page.
3. Find the reservation you want to cancel, then click the Reservation Details button.
4. Click "Reservation Confirmed" in the left-hand menu, and a Cancel button will be displayed.
5. Click the Cancel button and fill out the form.

Currently, hosts cannot cancel reservations that they have already approved. Please contact us to request a cancellation.

How long in advance, do I have to cancel before I'm charged a cancellation fee?

As long as you cancel your reservation 8 or more days prior to your check-in date, you will not be charged a cancellation fee.

If you cancel your reservation 8 or more days prior to your check-in date, you will not be charged a cancellation fee. Specific cancellation fees starting from 7 days prior will vary from room to room, so be sure to check the room 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%

How much is the cancellation fee?

Check room details for cancellation fee rates.

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

What is your cancellation policy?

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.

I saw a room offering 2,000 yen per person per night for 10 people. If I reserve the room for 6 people, how much will 1 night cost?

It will cost 20,000 yen (not including processing fees).

On STAY JAPAN, our display rates show the price of one night divided by the maximum possible number of guests. In this case, here's how you would calculate the cost of 1 night:
2,000 yen for 1 night x 10 people max = 20,000 yen.

If you place a reservation for 6 people, it will still cost 20,000 yen.

*Depending on the room, additional fees may be incurred for going over the maximum number of guests.

If a room costs 9,000 yen per night, plus 2,500 yen for each additional person, how much will it cost to reserve the room for 2 nights for 5 people?

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.

If the host denies my reservation request, when will I get refunded?

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

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

Do I need to pay STAY JAPAN and the host separately?

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.

Can I change my check-in / check-out times?

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.

Will I incur a cancellation fee if I check out ahead of time?

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 room ahead of schedule, it will be handled as though 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 us first.

Note: As of September 2016, lodgings in Special Zones must be at least 6 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.

When will the transaction clear my account?

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.

Where can I find my receipts?

You can request receipts on the reservation details page.

To request a receipt, follow these steps:

1. After logging in, click the red menu button in the upper left corner.
2. Click Traveler > Reservations to access the Reservations page.
3. Find the reservation you would like a receipt for, then click the Reservation Details button next to it.
4. Click the Get Receipt button, then fill out the necessary information on the receipt request page.
5. After we receive your request, we will send you a receipt.

What is a security code?

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.

How do I cancel a reservation that's already been confirmed?

You can cancel it 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.

Will I get a refund after I cancel a reservation?

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.

I have cancelled my reservation by messaging the host, however, my booking has not been cancelled on the system. What should I do to confirm the cancellation?

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.

Can I use a debit card?

Yes, as long as it's VISA, MasterCard, or American Express.

STAY JAPAN accepts VISA, MasterCard, or American Express. 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.

Will I get charged for room cleaning fee everyday?

You will only get charged once when check out.

When you stay more than one night, you will only be charged once for cleaning fee.

What is a weekend fee?

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.

I would like to rent a short stay apartment. What is the utility costs?

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.

If there is 10% off for booking hotel 1 month in advance, does it mean I can get 30% off for booking the room 3 months in advance?

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.

Is there a child rate?

Child rate varies according to different hotels, please enquiry before your reservation.

If you have not made 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.

Overview