Prince Hotels & Resorts


FAQ for Online Reservations

How do I retrieve my reservation?

Online reservations can be retrieve or cancelled via the following url:
Select the hotel name from the drop down list and click on the ‘Your bookings’ button

How can I change my reservation details?

Reservations details cannot be modified online. If you would like to change your reservation, you can make a new booking and then cancel the old one. Alternatively, please contact any of our regional offices or the hotel where you intend to stay.

Can I change to a different accommodation plan after making an online reservation?

To change your accommodation plan, please make a new booking then cancel your old one.

How can I reserve four or more rooms?

You can make a new booking as our booking transaction can book up to 3 rooms in the same reservation number

Can I register my details on a waiting list on your website if no rooms are available?

We do not have a waiting list for online reservations but room availability is updated daily so please check our website. Alternatively, you can send us a message via the ‘Contact Us’ link or contact the hotel where you wish to stay directly.

Can I make a reservation on someone’s behalf?

When making an online reservation, enter the names of guests in the ‘Guest Name/s column. Additional guest name enter under the comment column.

Can I select different room types or accommodation plans in a single reservation?

Unfortunately our website cannot process different plans in a single reservation. Please make an individual reservation for each desired plan. You may select different room types in a desired price plan reservation.

Can I reserve a non-smoking room?

Yes. Please select ‘Yes’ on ‘Non-smoking’ field when making the reservation. If this option does not appear, please enter “Non-smoking room required” in the ‘Special Requests’ column. Please note that this request is subject to availability upon arrival.

Can I check in early?

Early check-in is subject to availability on the day. For queries on early check-in and applicable charges, please send us a message via the ‘Contact Us’ link on our website or contact the hotel directly. In the event that early check-in is not available, we are more than happy to store your luggage until check in.

Can I extend my check-out time?

Late check-out is subject to availability on the day. For queries on late check-out and applicable charges, please send us a message via the ‘Contact Us’ link on our website or contact the hotel directly.

My arrival may be delayed. What time does the hotel reception desk close?

The hotel reception desk is open 24 hours* but please contact the hotel directly if you expect to arrive late. * Except Hotel Seaparadise Inn.

I require a confirmation of my reservation from the hotel.

Please submit your request for confirmation together with your reservation details via the ‘Contact Us’ link on our website. We will then get back to you.

FAQ for Canceling a Reservation

How to cancel reservation?

Online reservations can be confirmed or cancelled via the following url:
Select the hotel name from the drop down list and click on the ’Cancel reservation’ button

For confirmation No. starting with “S” followed by 14 digits, click here to confirm or cancel your reservation.

Please click this URL to proceed:

For customers with Prince Hotel ID registration (repeat customer registration), click here to login for confirming or canceling reservations.

Please click this URL to proceed:

Reservation inquiries

Please contact Prince Hotels Central Reservations.
The following office is able to take reservation calls at all times in Japanese, English, Chinese, and Korean. Prince Hotels Central Reservations TEL +81-3-6741-9155

FAQ for Payments

When do I pay for my accommodation?

Accommodation can either be paid for or an imprint of your cred card taken upon check in.

Which credit cards do you accept?

We accept Visa, MasterCard, JCB, American Express, UC, DC, Diners Club, UFJ, NICOS, Saison and Prince Card. For all other credit cards, please inquire directly with the hotel.

Can I pay in advance with my credit card?

All payments are processed at the hotel reception desk and we do not accept advance payment by credit card.

What is ‘accommodation tax’?

This is a tax levied on all hotel and inn accommodation in Tokyo.
The tax is equivalent to 100 yen for per person accommodation rates between 10,000 yen and 14,999 yen, and 200 yen for all rates of 15,000 yen and above.
No tax is levied on per person rates of less than 10,000 yen.

All guests staying in all hotels in Kyoto City will be required to pay an accommodation tax beginning on October 1st, 2018.

The tax amount for each guest will be 200 yen for accommodation rates of less than 20,000 yen per night, 500 yen for accommodation rates between 20,000 yen and 49,999 yen per night, and 1,000 yen for accommodation rates of 50,000 yen and above per night.

FAQ for Hotel Services

Can I send my luggage to the hotel in advance?

Yes. Please label the luggage with the guest name/s and scheduled arrival date and address it to the hotel. Your luggage will then be handed over upon arrival.

Can you hold my luggage until my next stay?

Yes. Please advise the hotel staff upon your departure.

Can you arrange flowers, cakes and other special requests?

Please contact the hotel’s reservations desk with your request prior to arrival.
Please note that we might not be able to provide certain type of items depending on the hotel.

Do the rooms have internet access?

The internet facilities may differ depending on the hotel. Please refer to the ‘Guest Services’ webpage of the hotel where you intend to stay.

Can I reserve a car parking space?

We do not take car park reservations.

Can I earn frequent flyer miles from my stay?

Some Prince Hotels participate in frequent flyer programs. Please contact the hotel where you intend to stay for details.

I’ve left something behind at the hotel.

Click on the ‘Contact Us’ link on our website and enter a description of the lost property together with the hotel name, the guest’s name and dates of your stay then click the send button.

How can I obtain a copy of my receipt?

Click on the ‘Contact Us’ link on our website and enter a brief note requesting a copy of your receipt together with the hotel name, the guest’s name and dates of your stay then click the send button.



SEIBU PRINCE CLUB emi is a membership club for guests residing outside Japan. Visit the following website for details:

How can I join?

Membership applications can be submitted via the following app:


Click here for other questions:

FAQ for Regulations on Use of the Online Hotel Reservation System

Article 1. (Compliance with Basic Requirements)

  1. In using the System the Customer shall comply fully with the laws, regulations of Japan and public order and standards of decency as well as generally accepted rules of etiquette, technical rules and ethics concerning the use of the Internet.
  2. The Customer is strictly prohibited from using the System to charge fees or conduct any profit-seeking business or operation whatsoever, for any reason.
  3. When receiving various services through use of the System, the Customer shall also strictly comply with any related rules and regulations separately stipulated by the Hotel.

Article 2.

If the Customer uses the Internet in violation of the intent of Article 1. above, in a way that the Company deems to result in damage to the good name or credit of the Company, obstruction of the Company’s operations, obstruction to the operation of the System, or the inconvenience or disadvantage of any third party, the Company may prohibit the Customer from using the System or any facilities of the Company, and may hold the Customer liable for damages.

Article 3.

The System may only be used by Customers who have consented to the terms of these Regulations. The Customer is deemed to have consented to these Regulations at the point when the Customer makes a reservation using the System.

Article 4.

The System is provided for use under the assumption that the appropriate character, e-mail, printer and other settings are in place. The Company bears no liability whatsoever for any results or effects of operation under conditions other than the above. Even if the above conditions are satisfied, if the System does not operate correctly for the Customer due to the operating environment, settings or other conditions of the Customer’s terminal(s) that are not caused by the Company’s management, the Company bears no liability whatsoever.

Article 5.

In using the System, the Customer is solely liable for the Customer’s own actions and for any actions taken using the Customer’s e-mail account(s) or credit card number(s), whether committed by the Customer or not. The Customer shall also be liable for resolving any issues arising with any third parties, except in cases where the Company is at fault.

Article 6 .(Cancellation or Change of Reservations)

Any cancellation of reservations made using the System shall be conducted using the System. To change a reservation, the Customer is asked to contact Prince Hotel Customer Support Center.

Article 7.

If a reservation is canceled for any reason that is the responsibility of the Customer, the Company shall hold the Customer liable for a cancellation charge stated in the Hotel’s Accommodation Agreement.

If a reservation at Hawaii Prince Hotel Waikiki, Maui Prince Hotel, Hapuna Beach Prince Hotel or Mauna Kea Beach Hotel is canceled three days (local time) before the first day of reservation night(s) (four days before departure from Japan), or a reservation at Gloria Prince Hotel Taipei, Janfusun Prince Hotel Taiwan or Prince Hotel & Residence Kuala Lumpur is canceled two days before the first day of reservation night(s), the Customer shall be charged a cancellation charge equivalent to one night’s stay.

Article 8.

If you wish to order particular products, please enter the required information correctly on the specified form. Incorrectly completed forms may in some cases be invalid.

Article 9.

The content and operations of the System are subject to change without an advance notice to the Customer as and when the Company deems necessary. Please verify these Regulations when you use the System.

Article 10.

In any of the following cases, the Customer’s use of the System shall be temporarily suspended without notice or solicitation of consent:

  1. The Company deems it necessary to suspend operation of the System for maintenance or construction, or otherwise for the Company’s own reasons.
  2. Operation is rendered impossible or is expected to be impossible due to acts of God or other unforeseen circumstances.

Article 11.

In the event of litigation with respect to the System, the court of competent jurisdiction shall be the Tokyo District Public Prosecutor’s Office.

Handling of Customers’ personal information is as stipulated in the separate Privacy Policy.

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