These terms apply to stays at properties operated by Hanastay Co., Ltd. (花溪居株式会社). Matters not covered here are governed by law or established custom.
Stays at our properties and related contracts are governed by these terms. Any special arrangement we agree to in writing takes precedence over these terms. For bookings made through other platforms, charges, cancellations and changes follow that platform’s rules.
The accommodation contract is formed when we accept the application and payment is completed. We may decline an application where no property is available, where the stay would breach law or public order, where the applicant belongs to an organised crime group or similar, or where there is a clear risk of disturbance to the property.
All of our properties are certified under the National Strategic Special Zone foreign-visitor lodging business (tokku minpaku), which requires a stay of at least two nights. One-night bookings cannot be accepted.
(1) Cancellation 5 or more days before the check-in date is free and the amount paid is refunded in full. (2) Cancellation after that and up to the day before check-in is refunded less the first night’s room rate. (3) Cancellations on or after the check-in date, and no-shows, are not refunded. (4) Points applied to a booking are returned on the same basis; any deduction is taken first from the amount paid in cash and then from points. (5) Refunds go back to the original payment method and usually take 5–10 business days. (6) In line with Article 9(1) of the Consumer Contract Act, we will not claim any portion exceeding the average loss we would sustain. (7) For bookings made with “save card, pay later”, cancelling before the charge date costs nothing.
(1) Bookings made on our website can be changed (dates and number of guests) from the member page, provided that both the original and the new check-in dates are at least 5 days away, the stay is between 2 and 90 nights, and the same property is available. (2) The difference is calculated night by night at our website rates, keeping the long-stay discount that applied when you booked. If the change moves the stay into a different discount band (7+ or 28+ nights), the nights you keep are recalculated at the new band. Any change in extra-guest fees is included. (3) Where an additional payment is due, the change takes effect once it is paid online within 30 minutes; otherwise the original booking stands. (4) Where the total goes down, the difference is refunded to the original payment method when the change takes effect; any amount beyond what was paid in cash is returned as points. (5) For changes within 5 days of check-in, a change of property, or any other change outside these conditions, email support@hanastay.net and we will help subject to availability.
Check-in from 15:00 and check-out by 11:00, the same at every property. Entry is self-service via smart lock or a keypad key box. The door code is shown on your check-in guide from 18:00 the day before arrival and works from 15:00 on the day of arrival (at a few properties, because of their equipment, it is shown from 13:00 on the day). Early check-in and late check-out are available only when availability and cleaning allow, at ¥1,000 per hour (free benefits for membership tiers are set out in Article 11).
As required by law, every guest must provide name, address, occupation, nationality and passport number. For foreign guests without an address in Japan we also take and retain a copy of the passport. We may decline the stay if this is not provided.
Smoking anywhere on the premises (including balconies), exceeding the declared number of guests, parties, filming or commercial use, noise that disturbs neighbours, and subletting to third parties are prohibited. Where indoor smoking is confirmed, a special cleaning charge of ¥20,000 applies.
Guests are liable for the reasonable cost of any soiling, damage or loss of the property, fixtures or fittings caused intentionally or negligently.
We compensate guests for loss caused by reasons attributable to us in performing the accommodation contract. This does not apply where the loss is not attributable to us.
(1) Membership is free and is completed once you confirm your email address; you receive 2,000 points on joining. (2) After you complete a stay booked on our website, you earn points equal to the room rate (including extra-guest fees) plus the cleaning fee, multiplied by the rate for your tier; points are credited from the check-out date. Cancelled bookings earn no points. (3) Tiers are Silver (on joining, 3%), Gold (2 or more completed website stays, or 10 or more nights in total, 5%) and Diamond (5 or more stays, or 30 or more nights, 7%). Tiers are lifetime and never drop. Gold members receive one free hour of either early check-in or late check-out; Diamond members receive two free hours of each — in both cases only when availability and cleaning allow, and with at least one day’s notice. (4) When a friend who joined through your referral link books on our website and completes their first stay, you receive 3,000 points. (5) Points are worth ¥1 each and can be applied to all or part of a booking on our website. They cannot be used for bookings on other platforms. (6) Points do not expire. (7) Points are given free of charge and cannot be sold, exchanged for cash, transferred, or combined with another member’s points. (8) We may cancel points obtained by improper means. Points held by a member whose membership ends are forfeited. (9) We may amend this article within reasonable limits, and will announce any amendment on our website at least one month before it takes effect.
These terms are governed by Japanese law. The Osaka District Court has exclusive jurisdiction as the court of first instance for disputes arising under them.
The Japanese version of this page is authoritative. Other languages are provided for convenience; in case of any discrepancy the Japanese version prevails.
Hanastay Co., Ltd. (花溪居株式会社) 〒541-0057 大阪府大阪市中央区北久宝寺町２丁目２−13 マエダ本社ビル 604号室