Cancellation Policy
Reference translation. This is an English translation provided for your convenience. The official version is in Japanese; if there is any discrepancy, the Japanese version prevails.
This policy sets out how cancellation fees are applied when you change or cancel a booking. Please read it before booking. The treatment differs for accommodation, activities, and rental cars.
1. Accommodation cancellation fees (default)
If you cancel after your booking is confirmed (i.e., approved by the operator), the following cancellation fees apply, according to the number of days before the stay. Days are counted from the check-in date.
| Timing of cancellation | Cancellation fee |
|---|---|
| Up to 21 days before | Free |
| 20 to 8 days before | 20% of the travel price |
| 7 to 2 days before | 30% of the travel price |
| The day before | 40% of the travel price |
| On the day | 50% of the travel price |
| After the trip starts, or a no-show without notice | 100% of the travel price |
The above is our default policy, based on our Travel Agency Terms (Appendix 1, cancellation fees for domestic travel). Some properties may set different cancellation fees. The individual policy shown on each property’s detail page and on the booking confirmation screen takes precedence. Different conditions may apply to long-stay plans.
2. Basis for calculating the cancellation fee
The cancellation fee is calculated on the “travel price”. The travel price is the total amount payable shown on the booking confirmation screen (including the accommodation price, rental car charges, our prescribed fees and consumption tax). In areas where accommodation tax, tourism tax or similar charges apply, these are also included in the travel price for this calculation.
Refunds return the full confirmed amount paid less the applicable cancellation fee. Apart from the cancellation fee, we do not deduct any amount equivalent to payment processing fees, cancellation handling fees or similar charges.
3. Activity cancellation
Because activities are paid locally (on the day), there is no advance card charge. If you cancel your participation, please notify us via My Account or the operator as early as possible. If the organizer or operator has to cancel the activity — for example because the minimum number of participants is not reached — no cost arises (we notify you whether it will run after the deadline). Repeated no-shows on the day may result in future applications being declined.
4. Rental car and ancillary arrangements
Rental cars and other ancillary arrangements are arranged together with your accommodation booking. Cancellation fees follow the rules of the rental-car operator or the arranging party. Even if you cancel only the accommodation, separate cancellation conditions for ancillary arrangements may apply. Please check the breakdown on the booking confirmation screen.
5. Changes to dates or contents
Changes to dates, number of people, or plan can be requested from My Account. A change takes effect upon the operator’s approval; if a difference arises, it is settled or refunded. Depending on the change, it may be treated as a de facto cancellation and be subject to the cancellation fees above.
6. Refunds
Refunds are made to the registered credit card. Depending on your card company’s closing date, the refund may take some days to appear. Because activities are paid locally, there is in principle no advance payment subject to refund.
7. How to cancel
Cancellations and changes can be made from the booking list in My Account. If you are unsure how to proceed, or wish to consult about full occupancy or scheduling, please use the concierge consultation; for other inquiries, please contact our inquiry desk.
This policy is subject to change without notice. For provisions on cancellation fees relating to the travel business, please also see the Travel Agency Terms, and for the disclosure of transaction conditions, the Notation based on the Act on Specified Commercial Transactions.