FAQs & Contact

FAQ

Rooms and Facilities

  • Can I make special requests like view, floor, non-smoking room etc.?
    We are not able to guarantee your room type. If a specific room type is not mentioned on the hotel-plan you take a look at on our website, the room will arranged by the way of ''Run of the House'', in which you will be assigened randomly to a room by the hotel's decision. Regarding to the request for non-smoking room, we can request it to the hotel, but we cannot guarantee anything in advance. Depending on your request, an additional fee may be charged on the spot. In that case, please make a payment to the hotel directly.
  • Can you guarantee Twin Room - Room with twin beds ?
    We are not able to guarantee number of beds. 1 room for 2 persons means the room is eligible for 2 guests, not 2 beds, it may become a double bedroom -room with one large bed. If you need 2 separate beds, we suggest you to book 2 single rooms.
  • Are there enough beds for all guests?
    As with twin rooms, the number of beds cannot be specified. Occupancy is set by each hotel based on room size and bed size, so two guests may share one double bed. Triple and quadruple rooms (4 guests per room) are often arranged as follows.
    Example of a triple room
    Example 1: Room with three single beds
    Example 2: Two single beds and one extra bed
    Example 3: One double bed and one extra bed, etc.
    Example of a quadruple room
    Two double beds
    *Many hotels design quadruple rooms for families (2 adults and 2 children), so they may not be suitable for 4 adults.
  • Can children stay at the room with parents without using beds?
    Some hotels offer family plans where children sharing existing beds can stay free of charge. Please note that age and occupancy limits vary by hotel.
    *Due to local fire regulations, some properties do not allow occupancy beyond the maximum even for bed-sharing children. Some hotels may charge facility fees. For meal-included plans (such as breakfast), meals for bed-sharing children are not included. Please settle any such fees on site.
  • Is there a bathtub in the bathroom?
    Please note that there are room types that do not have a bathtub -shower only- depending on the hotel class and room class etc. Please contact us before your departure if you request the room with bathtub. We might not be able to meet your request depending on the hotel's facilities and their reservation status. In addition, if you select the category which is mentioned as “NO FACILITIES” and “SHARED BATH”, you will share bathrooms and toilets in the hotel.

Search and Booking

  • When I check the availability, I see some different prices on the same room type. Why this does happen and why the price is different?
    To offer more availability options, Hoterea also provides inventory from partner travel companies. Therefore, prices and conditions (room type, meal terms) may vary by partner. Please check details and choose your preferred plan.
    *Availability may differ depending on each partner's arrangements, and star ratings may also vary by provider.
  • A room rate has changed from my recognition last time. Why does this happen?
    Room rates are subject to change due to exchange rate fluctuations. After our confirmation of your booking, the room rate which your booked for will be fixed, and also the same rate will be applied when you change or cancel your reservation even if the exchange rate fluctuates daily.
  • Do you have minimum age requirements?
    We do not accept bookings for any minors without a accompanying adult. Especially, in United States, one of the guests must be 21 years of age or older.
  • Is the indicated rate per person ?
    No. The rate we indicate is per room. The plan with meals include the price for meals.
  • Are tax and service charges included in the indicated rate?
    Basically taxes and service charges are included if there are no statement about those on the cancellation rule or the booking condition, but in Europe and North America, there are some areas and hotels where city taxes and resort taxes are charged separately on the spot. Please check your booking condition carefully when you book a hotel on our website.
  • Are meals included in a plan?
    We offer plans including breakfast and without breakfast. Please check a sign mentioning about breakfast on each plan in the search list. Meal plan is different depending on hotels. Some hotel offer bread and coffee only which is called ''continental style''.
  • How many rooms can I book per one booking?
    You can book 9 rooms per one booking.
  • How many nights can I book per one booking?
    You can book 30 nights per one booking. Please divide into 2 records, if you need to book more nights.
  • Can I book 5 people in one room?
    Bookings for more than 5 people in one room are not available.

Payment and Voucher Issuance

  • Can I pay without a credit card?
    We accept Credit card only. It will be settled at the time of booking.
  • When will you charge to my credit card?
    We will charge the full amount of your booking to your credit card at the time of booking. If you want to know your date of deduction, please ask it to your credit card company.
  • What is the Voucher?
    A voucher is proof that your hotel is reserved and paid. You need it at hotel check-in, so please hand it to hotel staff when you check in.
    *If you forget your voucher, you may be unable to stay or may be charged the standard room rate. Please be sure to bring your voucher.
    *If you do not bring your voucher and such issues occur, any additional costs will be borne by you.
  • How to issue the voucher?
    From your reservation list on My Page, click the "Issue Voucher" button, print it, and bring it with you.
    *If the voucher is not displayed correctly (for example, garbled text), please contact us.
  • Can you issue a receipt?
    Please click "Receipt" button on the booking list of My Account, and print it.

Changes and Cancellations

  • How to cancel a reservation on website?
    Please make cancellations or changes from My Page. Requests made after 17:00 or on non-business days (Sat/Sun/holidays/year-end and New Year) are handled on the next business day, and the applicable fee for that next business day will apply.
    Cancellation fees vary by plan. Please make sure to check the cancellation fee section on My Page.

    Any cancellation or change requested directly to the hotel by the customer is invalid. Please note that we cannot issue refunds even if the hotel mistakenly says no cancellation fee will apply. Always confirm reservation details through Hotel Skip. If you contact the hotel yourself and decide not to stay based only on your own judgment, it will be treated as a no-show cancellation. Even if the hotel mistakenly says it cannot find your reservation, be sure to contact Hotel Skip or Hotel Skip's local emergency contact and request confirmation.
  • When will the cancellation fee be applied?
    Cancellation and change fees vary depending on when the cancellation/change is made and which hotel was booked.
    *Please make sure to check the cancellation policy in the hotel details before finalizing your reservation.
    *At some hotels, a cancellation fee equivalent to the room charge may apply from the moment the reservation is made.
    *In some cases, the cancellation policy may be shown in English.
    *If you are unsure, please contact us before making a reservation.
    As a general rule, our standard cancellation/change fees will still apply even if you are unable to stay due to a flight cancellation or delay.
  • Can I change my booking?
    As a rule, to change dates, names, or similar details, you must first cancel the reservation and then make a new one.
    In that case, if the date is within a cancellation-fee period, a cancellation fee will be charged separately.

    *For details, please contact customer service.
  • How is my accommodation fee refunded in case of cancellation?
    Refunds are made to the credit card used for payment. Refund dates vary depending on your card company's closing date and bank withdrawal schedule, so please contact your card issuer. If cancellation fees apply, the refund will be the amount after deducting the cancellation fee.
    *Depending on your card company's billing cycle, a charge may still be posted even after cancellation. If the cancellation is processed after your card closing date, the payment may be withdrawn once and refunded in or after the following month.

Check-in / Check-out

  • I will have a late check in.
    Please contact the hotel directly when your check-in time will be delayed due to traffic conditions such as flight delay on the day, a change on your schedule, etc.. A hotel staff may cancel your reservation if you arrive at the hotel late and hadn't had a contact with the hotel. Please contact us if you want to inform about your late check-in in advance to the hotel .
  • Is it possible to check in early?
    Early check-in is generally a paid service.
    If you arrive early in the morning, we recommend booking from the previous day to secure early check-in. In that case, please be sure to inform us of your arrival time.
    If you do not book from the previous day, early check-in depends on hotel availability, so please apply and pay directly at the hotel.
  • Does Hotelskip have local emergency contacts?
    To address accommodation-related issues, please check the local emergency contact information listed on your voucher.
    For details, please see the About local support page.
  • Can i cancel my reservation after my deperture to the destionation?
    Please cancel your booking on My Account. Cancellation fees will be charged based on Japan standard time. Please contact our local emergency contact if you cannot access our website.
  • Can I change the number of nights on the spot?
    We cannot change a booking. Please contact the front desk directly if you want to extend your stay. In this case, please settle a payment for your extended stay on the spot. If you request that to the front desk directly, the room rate is based on the hotel's decision. If you wish to reduce the number of nights, please also ask the front desk directly. However, in this case, please note that you will have no refund for your reduction in the number of nights.
  • What do I need at check-in?
    Please pass your voucher to the front desk. Some hotels require you to show your credit card or your passport to verify your identity and guarantee your payment. If you do not have your credit card, you will need to give them a deposit on the spot. This deposit will be fully refunded at check-out if you do not use any services such as telephone and room service.
  • Can I extend my check-out time because of my delayed return flight?
    Please ask it to the front desk on the spot. You may be able to extend your check-out time at an additional cost.
  • I was charged for services I didn't use at check-out. Why?
    Please report this to hotel staff and confirm it on the spot. Also, if a credit card statement is presented, check the details and confirm there are no charges for services you did not use.
    Some hotels use minibar sensors and may charge if an item is moved for a certain period of time. Please check this in advance.

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