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UPSTAY

FAQ

Q. What is UPSTAY? What types of accomodations does it offer?

A. UPSTAY offers a variety of accomodations, particular to high-end and unique housings, including villas, cottages, condominiums, service apartments, and private housings.

Q. Can I trust the hosts?

A. Yes, our selected hosts are all professionals of operating hotels and vacation rental facilities. Our UPSTAY team will be ready to answer your questions and requests 24/7.

Q. What happens if I become an UPSTAY member?

A. Once you sign up to become a member, you will be able to book the rooms that are listed online. All the details such as payment and room information will only be shown to the members.

Q. Why can we not see the exact address of or an access to some of the rooms and facilities?

A. They are hidden for a security reason until you book the accomodation. You will be informed about the exact address and directions after your reservation is confirmed.

Q. What does “Requesting a Reservation” mean?

A. “Requesting a Reservation” means that we are in the process of confirming your reservation. Once your host accepts the request, your reservation will be confirmed, and you will be charged for the booking.

Q. Can I cancel the booking after sending a reservation request?

A. If your request is not confirmed yet, you will be able to cancel it. However, you will be charged for the cancellation once your reservation is confirmed. Please see the details in Cancel Policy Page.

Q. How do I pay?

A. You will be required to make a payment by credit card. You must provide the credit card information when you request a reservation. The payment will be processed when the host confirms the reservation. When a cancellation occurs after the confirmation, the money will be refunded to your credit card, according to the cancellation policy.

Q. What is a payment currency?

A. You can view UPSTAY rooms in many currencies, but the currency you pay in is controlled by your country. If you’re paying in a currency different from the host configured currency, we charge a 3% conversion fee on your total cost for foreign currency risks.

Q. What is Tax & Service Fee?

A. Taxes and service fees are generally recovery charges which UPSTAY pays to the vendor or which are collected by the vendor as hotel tax and VAT, and also fees that UPSTAY retains for processing the reservation and services such as support on your trip.

Q. What is UPSTAY Points?

A. Everytime you make a reservation on UPSTAY, you will earn 5% back 1 week after the checkout. 1 UPSTAY Point=0.01 US Dollar, and can be used for your next reservation. The points are available from 1 point.

Q. Who do I contact if I have a problem using our website?

A. If you have any questions, send us a message through the online chat window or to our contact form on the website. Please be reminded that we might not be able to answer you promptly from 10pm to 9am Japan Time.

Q. What should I do if I want to quit UPSTAY?

A. Please contact our contact email address below.

For property managers, please contact us at:

support@upstay.com