Customer support - Hotel reservationOTS

One Two Smile HOTEL
Welcome to the customer support.

Here we introduce answers to questions often asked by visitors.
In addition, we accept consultation and questions about your reservation or guest room by mail for 24 hours.
Please feel free to use our support if you have any questions.

One Two Smile HOTELWelcome to the customer support.

Frequently asked questions

Category

FAQs

In case of cancellation of hotel accommodation, when accommodation fee will be refunded?
In case of cancellation, OneTwoSmileHOTEL will sent a refund notification to credit card company.
Depending on closing day of credit card company it may take time until refund is proceeded (15~30 business days).
In account statement closing statement issued by the credit card company please check that the fact of refund from OneTwoSmileHOTEL is written.
If more than 1 month is passed and you do not receive a refund please contact us.

When you inquire us please clarify the following.
① Reservation number
② Name
③ Email address used in the time of reservation
Consult by email・Inquiries are here (Support・FAQ)
When will cancellation fee be applied?
You can check your reservation confirmation according to the written below.
[Confirmation method for members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you login on OTS Member Page you may confirm via the reservation details.
Login to OTS Member Page and reservation confirmation

Method ③ If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here

[Confirmation method for non-members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here
About changing of reservation
Generally, it is not possible to change your current reservation information.
Please cancel your current reservation first and then make a new reservation.
When the day you re-book falls under the cancellation policy, cancellation fee may be charged so please contact your accommodation place before cancelling.

About reservation confirmation

Where can I check the reservation details?
[Confirmation method for members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email

Method ② If you login on OTS Member Page you may confirm via the reservation details.
Login to OTS Member Page and reservation confirmation

Method ③ If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・ FAQ is here

[Confirmation method for non-members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here
Where can I check whether the reservation is confirmed or not?
You may check whether your reservation is beng confirmed or not as written below.

[Confirmation method for members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you login on OTS Member Page you may confirm via the reservation details.
Login to OTS Member Page and reservation confirmation

Method ③ If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support and FAQ is here

[Confirmation method for non-members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here
I did not receive the reservation confirmation email. Is the reservation finished?
In general, after completion of the hotel reservation, "Reservation confirmation email" is delivered in 30 minutes.
If you do not receive the "Reservation confirmation email" even if 30 minutes have passed, please spam box or spam filter.
Also you can login from OTS Member Page and check the reservation condition via "Reservation confirmation・Cancel" from "Support・FAQ" menu.

Login to OTS Member Page is here
Support・FAQ is here
When confirmation mail will be delivered?
In general, after completion of the hotel reservation, "Reservation confirmation email" is delivered in 30 minutes.
If you do not receive the "Reservation confirmation email" even if 30 minutes have passed, please spam box or spam filter.
Also you can login from OTS Member Page and check the reservation condition via "Reservation confirmation・Cancel" from "Support・FAQ" menu.

Login to OTS Member Page is here
Support・FAQ is here

About reservation information changing

About changing of reservation
Generally, it is not possible to change your current reservation information.
Please cancel your current reservation first and then make a new reservation.
When the day you re-book falls under the cancellation policy, cancellation fee may be charged so please contact your accommodation place before cancelling.
When I make a reservation for hotel is it possible to change entered name of accommodating person?
The possibility of changes depends on accommodation facility.
If you would like to change the name of accommodating guest, please contact OneTwoSmileHOTEL earlier.
If the name change is not proceeded, this is a possibility that hotel may refuse in check in.
Thank you for the understanding.
Reservation procedures are completed but is it possible to change payment method?
After the reservation is made, it is not possible to change the payment method.
If you would like to change the payment method please cancel booking and make reservation again.
In this case cancellation fee may be charged, so please be careful.
Is it possible to add days of stay to already registered hotel?
These changes are not possible.
We are sorry for the inconvenience but please make a new reservation for desired extended period.
(※If room type is different or if there is no contact to accommodation facility regarding extanding stay, it may be necessary to move to another room so please be careful)
Or please cancel existting reservation and re-book it with preferred dates.
(※In this case of re-booking, the day of cancellation may fall under conditions of cancellation policy and cancellation fee may be charged so please be careful)
(※After cancellation, we can not guarantee that preferred hotel or rooms will be available while you making a new reservation. After cancellation it is not possible to restore the record)

About reservation cancelation

When will cancellation fee be applied?
You can check your reservation confirmation according to the written below.
[Confirmation method for members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you login on OTS Member Page you may confirm via the reservation details.
Login to OTS Member Page and reservation confirmation

Method ③ If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here

[Confirmation method for non-members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. It is possible to check via this email.

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support・FAQ is here
About cancellation fee
Because each accommodation has its own cancellation fee settings, the conditions for cancellation fee may change depending on accommodation facility/plan.
If you cancel your booking before the accommodation day, a cancellation fee will be demanded by hotel directly.
Where is cancellation policy listed in?
Cancellation policy varies depending on plan and it is written in "Cancellation policy" section of plan information page.
Also it is written on "Final confirmation・Choosing the payment method" screen when finishing the reservation.
After the booking is made you can check it as written below.

[Confirmation method for members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. Cancellation policy is written in the email.

Method ② If you login on OTS Member Page you may check cancellation policy and the date where cancellation fee will be applied.
Login to OTS Member Page and reservation confirmation

Method ③ If you enter your reservation number and email address you filled in when you made a booking, you can check cancellation policy and the date where cancellation fee will be applied written in reservation information details available in "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support and FAQ is here

[Confirmation method for non-members]
Method ① After the reservation is made, reservation confirmation email will be sent automatically to email address filled in during the reservation. Cancellation policy is written in the email.

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check cancellation policy and the date where cancellation fee will be applied written in reservation information details available in "Reservation confirmation・Cancel" from "Support・FAQ" menu.
Support and FAQ is here
Where should I proceed with cancellation of reservation?
[Cancellation method for members]
Method ① If you login on OTS Member Page you may confirm the reservation details. It is possible to proceed with cancellation on this page
Login to OTS Member Page and reservation confirmation

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu. It is possible to proceed with cancellation on this page
Support and FAQ is here

[Cancellation method for non-members]
Method ① If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu. It is possible to proceed with cancellation on this page
Support and FAQ is here


I want to cancel the reservation because cancellation commission will not be charged. In case of cancellation, how much is credit card commission?
In case of using of credit cards OneTwoSmileHOTEL will not charge credit card usage commission.
Regarding commisions outside Japan we can not provide any information so please ask directly to your credit card company.
Is it possible to cancel reservation on behalf via OneTwoSmileHotel?
Using OneTwoSmileHOTEL it is not possible to cancel a reservation on behalf. Please proceed with the cancellation by yourself.

[Cancellation method for members]
Method ① If you login on OTS Member Page you may confirm the reservation details. It is possible to proceed with cancellation on this page
Login to OTS Member Page and reservation confirmation

Method ② If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu. It is possible to proceed with cancellation on this page
Support and FAQ is here

[Cancellation method for non-members]
Method ① If you enter your reservation number and email address you filled in when you made a booking, you can check the reservation details via "Reservation confirmation・Cancel" from "Support・FAQ" menu. It is possible to proceed with cancellation on this page
Support and FAQ is here

About payment,refund,receipt

About payment method of hotel charges
Payment method depends on settlement method.
Paying at the hotel: please make a payment on the day of staying at the hotel
Online card settlement: accommodation fee will be charged right after you finish reservation process.
Since exact time of payment depends on settlement closing date, debit day and credit card company, for details please inquiry your credit card company.
In case of cancellation of hotel accommodation, when accommodation fee will be refunded?
In case of cancellation, OneTwoSmileHOTEL will sent a refund notification to credit card company.
Depending on closing day of credit card company it may take time until refund is proceeded (15~30 business days).
In account statement closing statement issued by the credit card company please check that the fact of refund from OneTwoSmileHOTEL is written.
If more than 1 month is passed and you do not receive a refund please contact us.

When you inquire us please clarify the following.
① Reservation number
② Name
③ Email address used in the time of reservation
Consult by email・Inquiries are here (Support・FAQ)
Is it possible to send a receipt by mail?
We are sorry for the inconvenience but we can not send the receipt by the mail.

About accommodation, guest room

Though it is the same room type, the price is not the same. Why?
Due to promotion from the hotel side, different room price is set.
This price is determined by the hotel.
Please provide me with hotel's map code.
You may check it from "Map code" section of hotel general information.
In addition, "Map code" is written in the email send after the reservation is completed and in final confirmation email sent in 7 days before arrival.
Please check there.
Is it possible to make a request for smoking or non-smoking room or higher floors?
The possibility of proceeding with special requests depends on room availability of accommodation facility.
OneTwoSmileHOTEL can not guarantee it.
Thank you for the understanding.
OneTwoSmileHOTEL will pass your requests to corresponding accommodation facility, however, please double check with the hotel at check in.
If breakfast is not needed, is it possible to subtract this amount?
If breakfast price is included on room charge, this price can not be subtracted even if you do not eat it.
It is not possible to exclude breakfast price if you make a reservation via OneTwoSmileHOTEL.
How to see all room types?
All room types that can be booked are shown on hotel's page.
If you need specific rooms type and if this room is not shown it means that it is not possible to book it on selected date.
How many rooms are availalbe?
You may check the room availability during the preferred period on "Change of conditions・Re-estimate" screen of each hotel's plan details.
Room price is per 1 guest or per 1 room?
Shown price is the price "for 1 reservation".
Each room has the maximum number of people that can be accommodated and therefore room price may vary depending on this capacity.
Do not forget to make sure that there is no mistake in the number of accommodating persons.
Please fill in the correct number of people and proceed with the reservation.
If the number is wrong additional fee will be charged at check in.
About the largest number of possible reservations
You can reserve up to 10 rooms with 1 reservation.
About the staying of minors
In the case of the staying of minors (below 20 years old), either alone or as a group, we request an acceptance letter from person in parental authority.
Please inquire in advance.

Overall service

Is it possible to keep my luggage before check in or after check out?
In the most of hotels, there is a storeroom to keep luggage for free.
Please check the way of storage and another details at check in.
Does a hotel have parking? And where can I check the fee?
It is written in "Parking" section on hotel general information page.
Please check there.
About check-in procedure
At the front desk please tell the "Guest name" that was registered when reserved online.
Though there are no necessary document (coupons) you need to present to the hotel, we recommend you to print out and bring with you "Reservation completion notice" email.
About check-in time
Check-in time is different in each hotel.
According to our rules, we ask you to check in at the time mentioned at the moment of reservation.
However, in case of compelling circumstances please contact via "Accommodation Support Contact" listed on your reservation completion notice.
Why does room price change?
Hotel partners of OneTwoSmileHOTEL have the right to change the room price and promotions freely.
These changes occur due market situation and strategy as well as because of room availability.
Are taxes and service fees included in room price?
Shown price includes taxes and service fees.
Are hotel's parking, gym, sauna and another facilities paid?
Using of facilities inside a hotel differs depending on each hotel's management policy, so there are hotels with paid and free options available.
Please check "Hotel general information" page.
Even it is still not clear, we kindly ask you to ask hotel directly.
About credit card companies available for use
You can use VISA, Master Card, JCB, AMEX, and Diners Club credit cards
Could OneTwoSmileHotel provide recommendations about hotels?
OneTwoSmileHOTEL does not provide advices regarding travel.
Please choose the hotel referring to our hotel's introducing page, information about room types, selection of recommended hotels, and reviews and comments written by another guests.

About members registration ,information changing,log in

How can I register as member?
You may proceed with registration of new member via the link below.
After entering necessary items and pressing new registration button the registration will be completed.
Email address and password are necessary to login so please keep it.
New member registration is here
Where can I change memeber's information?
After login on OTS Member Page, you may change "Profile・Contact information" and another data on personal information page.
Login to OTS Member Page and change of personal information is here
I want to change registered email address. Where can I do this?
After login on OTS Member Page, you may change "Profile・Contact information" and another data on personal information page.
Login to OTS Member Page and change of personal information is here

※It is possible to change email address but it will not be applied for already made reservations.New email address will be applied for new reservations.
I can not login, what should I do?
We consider the following causes.
① Entered member's ID is wrong.
② Entered member's ID is not wrong, but filled in not in half-width characters. Or large/small characters are not entered the same way as in ID.
If even after this it is not possible to login please proceed with password reissue.
Password reissue is here
How to proceed with resign of the membership?
Please delete the account.
If you already log in you can delete account here

If you do not log in, please log in on OTS Member Page and proceed via "Delete account here" on the lower left part of the page.
Log in to OTS Member Page here

Others

Is substitute reservation possible?
You can use the reservation system where the guest and person reserving are different.
In this case ("Reservation is made for different person") we ask you to enter the information about representative.
How to proceed with reservation for rental car?
It is possible to proceed with the reservation on OTS Rental Car web site.
Reservation for rental car is here
What should I do about my reservation if the airplane was canceled because of typhoon?
Regarding the status of reservations, please contact the accommodation facility by yourself.

About campaign

How many times can I use the discount coupon?
It can be used only 1 time per 1 person.
It is not possible to use it repeatedly. Please check the guide regarding coupons.
I want to use discount coupon. How can I check in what hotel it is possible to use it?
You may use it in hotels that have "coupons available to use " mark in hotels search results list.

Confirmation of reservation・Cancel

Subscribed non-members may also confirm/cancel their reservation here.

Consult by email

It may take few days to reply to your inquiries because of the loads of inquiries we received during weekends and holidays.