FAQs for Vacation STAY

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There are three standard cancellation policy levels (Flexible / Moderate / Strict) that can be selected by the host. At the earliest (in case of the strict cancellation policy), a cancellation fee will be charged for cancellations within 28 days of check-in. The figure below explains in more detail.

Categories: Cancel, Policy

The exact refund date depends on your credit card company. Usually the refund is processed within 2 months. If you have not received a refund after 2 months, please contact our customer support from: Vacation STAY Customer Support

Categories: Cancel, Payment

There are no fees for adding a property as a host. There is a 3% fee for the host and a 12% fee for the guest for each reservation.

Categories: Cancel, Payment

You can download a receipt from the booking detail page.

Category: Payment

There are two types of reservation methods

1. Instant booking
The reservation will be accepted automatically if the property is available, without any explicit action from the host. This option is enabled by the host.

2. Request booking
The reservation will be initially treated as a “”request”” until the host accepts the reservation. If the host does not accept the reservation within 24 hours, the reservation is automatically rejected.

Category: Payment

It is usually included in the room price, but please check the detailed room information.

Category: Payment

It is 12% of the total price and is included in the total amount.

Category: Policy

Please cancel and re-book using the changed dates.

Category: Reservation

If the host does not accept a reservation request within 24 hours the request will be automatically rejected.

Category: Reservation

Splitting payments betweens travellers is currently not supported.

Category: Reservation

Please check the amenities information in the detailed information page of the room.

Category: Reservation

Please check the house rule in the detailed information page of the room.

Category: Reservation

Please check the amenities information in the detailed information page of the room.

Category: Reservation

We do not disclose this information to maintain the privacy of the host.

Category: Reservation

The accommodations are classified as per applicable business laws (one of Hotel, ryokan, budget hotel or private accommodation business law).

Category: Reservation

Yes, of course!

Category: Reservation

You can contact customer support from: Vacation STAY Customer Support

Category: Reservation

Please cancel and re-book using the changed dates.

Category: Reservation

Please cancel and re-book using the changed dates.

Category: Reservation

Please check the allowed check-in and check-out times in the detailed room information page.

Category: Reservation

Please contact the host and inform them about the change. In case there is a change in the reservation pricedue to the change, please cancel and rebook. Please note that any cancellation fees will be payable.

Category: Reservation

Yes as long as the terms and conditions are followed. Please note that all communications will be directed to the person who creates the reservation.

Category: Reservation

Please check the detailed room information page.

Category: Reservation

If you have logged in as a Rakuten member you can redeem and get 1 super point per every 100 yen spent. The points will be granted in the next calendar month after checkout.
Ex:
Checkin: May/28, Checkout: May/30 : Points will be granted by the end of June.
Checkin: May/28, Checkout: Jun/02 : Points will be granted by the end of July.

Category: Reservation

This feature is under develpment. Please communicate with the guest/host using the email address in the reservation details page or trip details page.

Category: Usage

Hosts will be notified at the start and end of the period when reservations are accepted. Guests and Hosts will be notified when a reservation is created or cancelled.

Category: Usage

You can contact customer support from: Vacation STAY Customer Support

Category: Usage

The host and guest need to discuss and agree about the amount and means of refund. Regarding cancellations by the hosts, we do not enforce any penalties but we will try our best to get a refund.

Category: Usage

Support for reviews will be added soon.

Category: Usage

Request bookings are not supported in case of properties that come under the Hotel business law (旅館業法)

Category: Usage

Yes, you can search using a map from the search page.

Category: Usage

This is currently not supported.

Category: Usage

Please check the following.
Japanese
English

Category: Registration

Please check the following.
Japanese
English

Category: Registration

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