Question 1

WHAT IS THE FUNCTIONALITY OF THE SCHEDULING APP?

Accepted Answer

The Hotela scheduling system (https://www.hotela.co.jp/hotela-scheduling-system)p(https://www.hotela.co.jp/hotela-scheduling-system)owers the HOTELA app, which is user-friendly and designed to be fair to owners based on the number of shares they own. The app presents up-to-date availability information and facilitates two categories of owner stays: peak and non-peak open time slots.

Question 2

IS THERE A PRIORITY RANK ORDER FOR OWNERS WHEN SCHEDULING THEIR STAYS?

Accepted Answer

No, there is no predetermined rank order for owners when scheduling their stays. Owners can reserve their stays according to the availability displayed in the app. This approach ensures that all owners have equal opportunities to select dates that are important to them, regardless of when they purchased their property. All owners are provided with equitable access to essential dates, irrespective of when they purchased their property.
Notwithstanding the above, advance bookings will defer based on Ownership type.

Question 3

WHAT IS THE DURATION IF I OWN MORE THAN ONE SHARE?

Accepted Answer

The length of an owner's depends on the number of shares owned. HOTELA Owners with one share may book a stay up to 1 stay per year. Owners with 10 shares can stay up to 10 days per year. Essentially, all stays and limits are proportionately increased based on share ownership.

Question 4

ARE BACK-TO-BACK STAYS POSSIBLE?

Accepted Answer

Unfortunately, Hotela doesn't allow back-to-back bookings. This policy ensures fair and equal access to all owners.

Here's how it works:

Suppose you booked a 7-day stay from May 1 to May 7. If you wish to book another stay, there needs to be at least a 7-day gap after your last departure. This means you can make your next reservation starting from May 15. This gap ensures that all HOTELA owners have an equal opportunity to enjoy their Hotela residence.

Question 5

WHAT IS THE MAXIMUM LEAD TIME FOR MAKING A RESERVATION?

Accepted Answer

As an owner, you have the flexibility to reserve your home anywhere from 2 days to 24 months, depending on your Ownership type and prior to your desired arrival date. For instance, if today were May 22, 2024, you would have the option to select arrival dates from May 24, 2024 at earliest and May 22, 2026 at latest.

Question 6

IN THE EVENT THAT I NEED TO CANCEL A STAY THAT I HAVE BOOKED, WHAT SHOULD I DO?

Accepted Answer

To ensure efficient management of our booking calendar, we kindly request that you cancel any upcoming stays promptly when your plans change, at least 60 days prior to your scheduled arrival for peak stays and at least 30 days prior to your scheduled arrival for non-peak stays. This allows us to make the newly vacated dates available to other interested owners. If you are cancellation is late and we are able to book your stay to another owner or guest, you will not be penalized.

Question 7

ARE ALL STAY REQUESTS TYPICALLY ACCEPTED, AND HOW WILL I BE NOTIFIED ABOUT THE STATUS OF MY REQUEST?

Accepted Answer

As long as a date appears as available on the calendar, you can immediately reserve your stay, and the dates you have booked will be visible in the HOTELA booking app, located in the "Stays" section of the HOTELA app.

Question 8

AT WHAT TIME ARE OWNERS EXPECTED TO ARRIVE AND DEPART?

Accepted Answer

The standard arrival 2:00 pm and departure time for owners is 12:00 PM. However, if you need to arrive earlier or depart later, you may make a request, and we will do our best to accommodate you, provided that the calendar and cleaning schedules allow for it. We will inform you 48 hours in advance of your arrival and/or departure if we are able fulfill your request.

Question 9

WHO CAN I TALK TO IF I HAVE A PROBLEM WITH A BOOKING?

Accepted Answer

The booking concierge is available to you to help you with any changes, scheduling, special requests, and any other home-related concerns with your bookings. Our booking concierge is available from 9:00 am to 6:00 pm Monday through Friday, based on the local time zone of your HOTELA residence. However, if it is urgent, you can reach us 24 hours a day on the number in you’re HOTELA app.

Question 10

WHEN IS THE BOOKING CALENDAR AVAILABLE FOR HOTELA OWNERS?

Accepted Answer

The booking calendar for each residence becomes available on property availability start date.

Question 11

WHEN CAN GENERAL GUESTS BOOK A STAY?

Accepted Answer

General hotel guests can book stays starting 30 days after the booking calendar for all Hotela Owners has been made available. These bookings can be made as early as two days prior and up to ninety days in advance.

Question 12

CAN HOTELA OWNERS BOOK OTHER RESIDENCES?

Accepted Answer

Absolutely. As a Hotela Owner, you can book other Hotela residences not owned by you at 10%OFF the booking price in any location around the world.

Question 13

WHAT ARE THE OWNER AMENITIES GLOBAL USAGE RULES?

Accepted Answer

Owners can access amenities at any Hotela residence worldwide based on availability, even if they are not booked at that property.

Question 14

CAN I EXTEND MY STAY AT THE PROPERTY?

Accepted Answer

Yes, if you wish to extend your stay, you can check the availability on the website or app. If there is availability and the site manager approves, you can extend your stay. Additional costs may apply if an extension results in a Hotela owner to exceed their allowable stays.

Question 15

HOW CAN I CHANGE MY BOOKING?

Accepted Answer

You can make changes to your booking via the HOTELA website or app. If it's within two days before check-in, you'll need to contact the HOTELA site manager.

Question 16

WHAT ARE THE CANCELLATION POLICIES FOR PEAK AND NON-PEAK TIME BOOKINGS?

Accepted Answer

For peak time reservations, if you cancel at least 60 days prior to check-in, your usage limits will not be affected. If it's less than 60 days, the usage rights will be deducted. For non-peak time reservations, a cancellation must be made at least 30 days prior to check-in to avoid a deduction from usage rights. Cancellations less than 30 days out will result in a usage rights deduction.

Question 17

WHAT AMOUNT OF TIME CAN I EXPECT TO SPEND IN MY HOME ANNUALLY?

Accepted Answer

A. General statistics show that, depending on the location of the second home, second homes are often used 2 to 7 times each year. However, which period of time is used more frequently and how long in a row the stay is ultimately up to the HOTELA Owner and may vary from year to year. In general, people take long vacations, averaging about 2 to 3 weeks per year.

Question 18

WHY DOES HOTELA ALLOCATE 320 DAYS, NOT THE FULL 365 DAYS, TO OWNERS?

Accepted Answer

At Hotela, we prioritize quality over quantity. While most fractional ownership and timeshare companies sell nearly all the days in a year, we allocate 320 days to owners. This approach allows us to offer more flexibility and a wider selection of dates for you to choose from. We want to make sure you can book your preferred dates without any hassle. After all, your satisfaction and comfort are our top priority.

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