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.