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FAQ

This features frequently asked questions from our guests.
Please read through this section before contacting us.

Payment (General)

When and how do I make the payment?

Payment will be made during the following.

  • When you reserve a room using online credit card payment system (settlement at booking).
  • At a hotel when checking in (pay at check-in).
What types of credit card do you accept?

VISA, Master, JCB, AMERICAN EXPRESS (AMEX), Diners and other cards affiliated with us are available.Some hotels also accept China Union Pay. Please visit the official website of each hotel for further details.

When and how do we get our receipt?

It varies depending on your payment.

<If you had made your payment at booking using online credit card (settlement at booking)>
You can print out a receipt on the official website after confirming the reservation. (To print, access from the PC site.)
「To "show receipt data on web" click here.
  • If a payment was made using online credit card, we don’t print out a receipt at the hotel.
<If you had made your payment at the hotel (pay at check-in)>
We handout your receipt at the front desk when you check out.
  • If you had made your reservation from other websites and not from Toyoko Inn official website plus without using “pay at check-in”, we ask you to contact the operating company of the website that you have made your reservation from for any inquiries.

How do I pay the fees that occur after checking in?

Please pay the fees that occur after checking in, such as phone or VOD ordered on TV, at check-out.

I would like to use free coupons, discount tickets, and gift certificates to make my payment.

Please let us know when you check in.
A free coupon, "free single room ticket" can only be used for one person and for single rooms.
If you’ve already made your payment using online credit card and have already confirmed the payment, tickets cannot be used.

Online Credit Card Payment

What types of credit card do you accept?

Acceptable credit cards may vary depending on the hotel which you stay. Please check the hotel page on www.toyoko-inn.com.

Can I use credit cards that are not under my name?

Guests can use credit cards that are not under their name.

Can I pay in installments?

No. We do not accept installments or revolving credit cards.

Time it takes to process online payment

Payment is processed when reservation is complete. If the reservation is made long before the stay, the credit card may be charged before the stay. Please ask your credit company for the details because the closing and charging dates depend on the company.

Changing reservations paid online
Changing reservations from Toyoko Inn website
If you change a reservation to more expensive one, additional charges, the difference between the new and previous settlement amount, will be charged on your card. This additional charges are processed at different times depending on the credit card company. Please contact your credit company for further details.If you change a reservation to less expensive one, the full settlement amount at the time of reservation is refunded first, and then new settlement amount will be charged on your card.
Changing reservations by telephone or directly at the hotel
If you change a reservation by telephone or directly at the hotel, and if you change a reservation to less expensive one, the full settlement amount at the time of reservation is refunded first, and then new settlement amount will be charged on your card. The refund are processed at different times depending on the credit card company. Please contact your credit company for further details. If you change a reservation to more expensive one, please pay the additional charges directly at the hotel.
Canceling a reservation after an online payment.

If no cancellation fee occurs from your cancellation, you will receive a full refund through the credit company. If cancellation fees occur from your cancellation, any remaining balance will be refunded through the credit company. Refunds are processed at different times depending on the credit card company. Please contact your credit company for further details.

How would the payment be listed on my usage detail?

It will be shown as below.

  • TOYOKO INN (3 digit hotel number)
  • Please click here for information concerning (3 digit hotel number)
  • Your online payment will be confirmed when you make a reservation however, each payment is being processed based on time in UK. Therefore, your payment may be processed one day before your confirmation.
Receipt of your reservation for users of online credit card service.

You can see and print out your receipt from our official website as soon as you reserve a room with your online credit card.(Details, please see invoice online display service.)
To print, please access using your PC

  • If a payment was made using online credit card payment, we don’t print out a receipt at the hotel.
  • We ask each person to check with themselves whether receipt from this website can be processed in your accounts.

Seeing your invoice online

If you pay online, you can see the invoice on the Reservation List as soon as the reservation is complete.

  • However, invoices cannot be seen on a smartphone or cellphone.
  • The invoice can be seen at any time for one year after the day the reservation (or the last change to the reservation) is made.
  • The invoice of the cancellation fee charged on your credit card becomes available for viewing when the charge is made.
  • The balance from changes made elsewhere (for example, at the front desk) has to be paid at the hotel as a general rule and does not appear on the online invoice.
  • When you request the online invoice to be reissued, the online invoice will indicate "Reissued: (*)" where (*) is a number of times that online invoice has been reissued.
  • The invoice display is organized by reservation numbers. It cannot display the total fee for all the stays or fees for each stay.

This service displays invoice data that is stored electronically. Similar to paper invoices, it is valid as a proof of transaction but is not valid for stamp taxes since it is an electronic document. Please check beforehand if a hard copy of an online invoice can be accepted for your accounting purposes.

You can see a sample online invoice here.

(Guests with credit cards issued outside of Japan) The price at the time of reservation and the rate at refund or cancel may change.

Each payment is being processed in yen. If your card is issued from a country outside of Japan, we refer to the currency rate informed by Bloomberg for refund and for bank debit.
Even for reservation and cancels for rooms with an exact room rate when converted to yen, still the refund price and price of bank debit may change depending on currency.