Support
Frequently asked questions
Booking, rates, Max Miles and your stay on TabiPass.
Booking & payment
Do I have to pay when I book?
No. There is no upfront payment when you submit a booking enquiry through TabiPass. If your requested room is available, we’ll send you a payment link. Your reservation is confirmed once payment is completed.
How do I make a reservation?
Sign in to your TabiPass account, choose a hotel and room plan, select your preferred dates and number of guests, and submit a booking enquiry. We’ll check availability with the hotel and, if your requested room is available, send you a payment link. Your reservation is confirmed once payment is completed.
Which payment methods are accepted?
If your requested room is available, we’ll send you a secure payment link. Available payment methods will be shown on the payment page.
Rates & Max Miles
How do I earn Max Miles on my stay?
HeyMax members earn between 0.8 and 6.3 Max Miles per ¥100 after completing their stay. Miles are credited to the HeyMax account associated with the HeyMax ID provided during TabiPass sign-up.
When are my Max Miles credited?
Max Miles are credited to your linked HeyMax account 30 days after your stay is completed. No extra step is needed.
Your stay
Are meals included in the rate?
It depends on the plan. For plans that include meals, the displayed rate includes the meals specified in the plan. Please check the plan details for information on whether meals are included and what is provided.
What are the check-in and check-out times?
Standard check-in is from 15:00 and check-out until 11:00, unless a different time is noted on the hotel page.
Can I make a special request?
Add any requests during booking, or contact the hotel directly. We'll do our best to accommodate them, subject to availability.
Account & membership
Who can use TabiPass?
TabiPass is available exclusively to HeyMax members who have registered for a TabiPass account. Members can access exclusive rates and submit booking enquiries.
How do I sign up?
When signing up for TabiPass, enter your HeyMax ID and use the same email address registered to your HeyMax account.
I forgot my password. What do I do?
Contact us using the "Contact Us" link at the top of the page and we will reset your password.
Changes & cancellations
Can I change or cancel my booking?
No. Once your booking is confirmed, changes and cancellations are not accepted, and refunds are not available. Please review your booking details carefully before confirming. If you need assistance, please contact us.
Will I be charged a cancellation fee?
If you decide not to proceed with a booking request before payment is completed, please let us know. No cancellation fee will apply at this stage. Once payment is completed and your reservation is confirmed, cancellations and refunds are not available.
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