Hello
We are sorry to hear if you are experiencing any problems. I am the customer services director and so far we have cancelled more than 600 reservations because of the Coronavirus and refunded customers already without asking any questions. If you haven't heard from us, it is possible that you may have reserved by a third party, but, even if it is the case, we can follow up and make sure you certainly get your refund asap.
1- If you reserved by us please just reply to the reservation confirmation email with only one word "cancel."
2- If you reserved by a third party, please go to our website scroll all the way down and send us an email, we will follow up the case for you.
3- If none of these works, you can also call us at +81, +81756065303.
Our cancellation policy is very clear: cancel anytime and zero cancellation fee. We will make sure your reservation cancellation request is promptly and smoothly taken care of.
Sincerely