How can i accumulate and use my membership points?
Only reservations from our official website are eligible.Reservations from other travel agents are excluded from all Club Candeo benefits.
Where can i get my Club Candeo card?
Once you have been promoted to a new membership stage, you will receive a card at the hotel.※Only silver and above stages are awarded with cards. There is no card for bronze membership.
Can i accumulate points from reservations not made from official website?
Points accumulation is only valid for official website reservations.
What happens to my points if i cancel a reservation?
Your points for this reservation will be forfeited.
When will the newly accumulated points be reflected in my account?
It will be reflected on your account the day after checking out.
When can I submit a review?
Reviews can be posted a day after checking out.
Can I earn points for a corporate reservation?
Club Candeo points as well as Club Candeo benefits are not applicable to corporate bookings. Please reach out to corporate sales for more information on your benefits.
Can I earn points from purchasing either breakfast or Skyspa access? Can I also take part in roulette draw?
Points is awarded for accommodation plans only.
How many winners are selected for the roulette draw?
Winners are not disclosed to public.
I have made a reservation with breakfast included, however I am informed at the front desk that my membership status is now Platinum. As Platinum membership can enjoy breakfast for free, can i get cash back for breakfast fee?
Unfortunately, we are unable to process any refund for breakfast.
I have forgotten my account password.
On the login page, please click on the link provided for temporary password.
What should I do if I have lost my membership card?
Please inform front desk. There is a charge of 300 yen to issue a new card.