August 4, 2025

Dear Customers,

Thank you very much for your continued patronage of Tokyu Stay.

Regarding the credit card payment issue with "Visa" and "Mastercard," we are pleased to inform you that recovery work was completed today, and the service is now functioning normally.

Additionally, the payment service via PayPal has been discontinued.

Due to changes in our payment system, the function to register and save credit card information is no longer available.

Therefore, if you choose to pay in advance by credit card at the time of booking, you will be required to enter your card information each time you make a payment.

Even if you have previously registered your card, you will need to enter your card information each time.

If you have a credit card registered, you also have the option to delete it. Please check your registered cards in the menu under "Registered Credit Cards."

We sincerely apologize for any inconvenience this may cause and thank you for your understanding.

Tokyu Resorts & Stays Co., Ltd.

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July 22, 2025

Dear Customers,

Thank you very much for your continued patronage of Tokyu Stay.

We are pleased to inform you that the restoration work for reducing the number of nights and other reservation changes on the Tokyu Stay app has been completed as of today.

Regarding the issue with credit card payments using "Visa" and "Mastercard," we are continuing to investigate the matter.

*Please note that "JCB," "American Express," and "Diners Club" cards can be used as usual.

Thank you for your understanding and cooperation.

Tokyu Resorts & Stay Co., Ltd.

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July 18, 2025
To Our Valued Customers,

Thank you very much for your continued patronage of Tokyu Stay.

As previously announced on July 11, 2025, the issue affecting credit card payments with "Visa" and "Mastercard" has not yet been resolved, and we do not currently have an estimated recovery date.

Please note that "JCB," "American Express," and "Diners Club" may be used as usual.

Regarding the issue that prevents shortening your stay or making other reservation changes through the Tokyu Stay App, the cause is still under investigation. However, you can continue to modify your reservation as usual through the Tokyu Stay website.

Any further updates will be posted on our website.

Tokyu Resorts & Stays Co., Ltd.

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July 11, 2025
To Our Valued Customers,

Thank you very much for using Tokyu Stay.

We are currently experiencing issues on the Tokyu Stay App regarding advance payments by certain credit cards, as well as reservation modification functions. We sincerely apologize for any inconvenience this may cause.

■ Issues with Credit Card Payments via "Visa" and "Mastercard"
Some customers have encountered errors when entering new credit card information, resulting in unsuccessful payments. We are currently investigating the cause and working to restore normal service.
If you registered your credit card with the Tokyu Stay App before Monday, June 30, you may continue to use it as usual.
"JCB," "American Express," and "Diners Club" cards can be used as normal.

Please note that, at this time, there have been no incidents of leaks or exposure of customers' personal information, including credit card details. Please rest assured.
We aim to complete the restoration by Tuesday, July 22. Updates, including completion of the recovery process, will be posted on our website. We appreciate your understanding and cooperation.

■ Issues with Reducing Nights and Other Reservation Modifications on the Tokyu Stay App
Currently, there is an issue where users cannot shorten or otherwise modify existing reservations through the Tokyu Stay App.
You can still modify your reservation via the Tokyu Stay website, so we kindly ask you to consider using the website in the meantime.
If you have any questions or concerns, please contact the hotel where you made your reservation.
We are actively investigating the cause of this issue and will provide further updates on our website as soon as countermeasures are complete.

Once again, we sincerely apologize to all affected customers for any inconvenience caused.

Thank you very much for your understanding.

Tokyu Resorts & Stays Co., Ltd.