If you are unable to reach TIME LUXE due to a natural disaster, such as a typhoon or earthquake, or due to the suspension of public transportation, we will waive the cancellation fee and provide a full refund.
Conditions Eligible for a Waiver
- Your primary means of transportation, such as a flight, Shinkansen service, or highway bus, has been suspended or cancelled, or major expressways along your route have been closed.
- An evacuation order or instruction has been issued for Setagaya-ku, Tokyo, where our property is located, or for your place of residence.
*Cancellations made at your own discretion, for example, because "the weather forecast looks poor," are not eligible for a waiver.
*If you can reach TIME LUXE via an alternative route or service, the cancellation fee will generally not be waived. However, we may grant a waiver if the alternative significantly increases your travel time or costs, making it practically difficult for you to arrive.
How to Apply
- Deadline: Please contact us by 3:00 PM on your scheduled arrival date.
- Contact: Please email us at info@hotel-timeluxe.com
Please Note
- For verification purposes, we may ask you to submit a photo or screenshot of an official notice confirming the transportation suspension, cancellation, or road closure.
- For bookings made through third-party booking sites, such as Agoda or Booking.com, refunds may take several days to process depending on the platform's system.
- For inquiries regarding the status of your refund, please contact your credit card issuer directly.
TIME LUXE Sangenjaya (front-desk-free, self check-in)