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FAQ Frequently Asked Questions

We understand you may have some questions about your tour service with JTB Sunrise Tours. Rest assured, here at Sunrise Tours we are committed to serving you in the best way we possibly can. However, before contacting us about any questions you may have about our tours, we would appreciate it if you could look over this list of frequently asked questions to see if we can answer your question first!!

Questions

Pre-Booking Information

Booking Information

On the Tour

Payment

Cancellations

Answers

Pre-Booking Information

  • What do you mean by "Train and Hotel Package?" How is this different than a regular tour?

    We realize that the traditional guided tour is not for everyone. We developed our Train and Hotel Package system for the adventurous people who prefer exploring cities on their own to a guided tour. Our Train and Hotel packages are in general, cheaper than anything you could arrange yourself with special prices available only for overseas visitors to Japan. (No seriously, our predominately Japanese staff is extremely envious over the deep discounts that our customers can get!) For example, our Sunrise Express 2 Day Package going to Kyoto from Tokyo includes train tickets and 1-night hotel accommodations in Kyoto for a cheaper price than buying just the train tickets directly from the train company. How about that for a deal?

  • Wait, what is JAPANiCAN... and what does it have to do with Sunrise Tours?

    That is a very good question! JAPANiCAN and Sunrise Tours are actually both in the same company! We have dedicated a whole section to our relationship with JAPANiCAN.com - if you have time, please click the JAPANiCAN logo at the top of the page for more details.

  • Do you offer flight arrangements to Japan/inside Japan?

    We cannot arrange flights to or within Japan. Flight arrangement service is available for only a select number of our seasonal tours (in which case will be clearly marked).

  • Do you offer meal options for vegetarians/people with allergies on your tours?

    We offer vegetarian meal options for a large portion of our tours including meal options. If you have a special request for your meal on our tour, please contact us with your request and we will try our best to accomodate you.

  • Do you offer visa support service?

    Unfortunately, we do not offer visa support service.

  • Do you offer tour pick-up from Narita Airport?

    No, we do not offer pick-up service for our tours from Narita airport. If you would like to begin your tour from an airport (not recommended), please note that Narita Airport is more than a hour away from the Tokyo City Center.

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Booking Information

  • When can I make a reservation?

    You can make a reservation for our tours online 24/7 as long as your tour is still within our viable reservation window. We have a bit of a complicated reservations schedule for our telephone call center. If you are interested in when you can make a telephone reservation, it goes something like follows (Japan time):
    Day Trips from Tokyo: 7:30am - 10:00pm
    Hands On! Japan Tours: 9:30am - 6:00pm
    Tours with Train and Accommodation: 9:30 - 8:30pm
    Tours in Areas Outside of Tokyo: 10:00am - 6:00pm
    If you are not sure what these times mean, feel free to give us a call and ask about your tour!

  • Do I need to make a reservation? Why can't I just show up at the pick-up point and go on a tour on a day it is convenient for me?

    Unfortunately, we do not allow our customers to make tour reservations at the bus station as we have to make reservations for our customers to go on various attractions before the tour. Please call and make a reservation in advance if you would like to participate in one of our tours.

  • I would like to make an inquiry/reservation by email. Who should I contact?

    Tours reservations can be booked online through JAPANiCAN.com. If you would like to make an inquiry or reservation, please contact JAPANiCAN.com Customer Support. Last minute bookings cannot be made online, so please call our Call Center at +81-3-5796-5454 if you would like to make a booking.

  • I am not sure where to go, and want some recommendations. Can I have your email address so I can ask some questions about Japan?

    We have a list of our most popular tours in our sidebar if you are just looking for some ideas on tours for your visit. If you would like advice from our staff, we are happy to help you at our Call Center at +81-3-5796-5454.

  • It is the day before my tour and I want to change my pick-up location. Do I have to call you?

    Yes, you must call us to change your pick-up location. Please note that we do not offer pick-up service unless a reservation for that hotel has been made, so if you show up at the pick-up location without informing us of your change of pick-up, we may not show up or have room to pick-up you up on our bus. We cannot process last minute pick-up changes online so please call our call center if you would like to change your pick-up location.

  • I want to participate on a tour the day I arrive in Japan. Is this possible?

    We highly recommend you reconsider trying to participate on a tour the day you arrive in Japan. Narita Airport is more than an hour away from the Tokyo city center. We cannot refund the tour fare if your plane is delayed and you are not able to make the tour.

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On the Tour

  • How do I get to Hamamatsucho Bus Terminal from my hotel?

    Hamamatsucho Bus Terminal is conveniently located inside JR Hamamatsucho Station (connected to the JR Yamanote and JR Keihin Tohoku lines) and Daimon Subway Station (connected to the Toei Asakusa and Oedo Lines). Upon arrival at the station, follow the signs within the station to the Hamamatsucho Bus Terminal. Go to the Sunrise Tours counter upon your arrival at the bus station.

    Sunrise offers pick-up service from select hotels in the Tokyo, Osaka, Kyoto, and Hiroshima areas, which will bring you directly to our pick-up locations for a select number of our tours. If your tour includes tour pick-up service, you will be asked to select your pick-up location upon your online or telephone booking.

  • How can I see if you offer pick-up service to my hotel?

    You can check to see whether or not we offer pick-up service to your hotel when making your reservation. Your reservation page will display a list of pick-up hotels if your tour offers pick-up service. Check to see if your hotel (or a hotel near your hotel) is on this list. If you do not choose a hotel or you do not see this list, you will be required to go to the final pick-up location on your own.

  • I have somewhere I need to go, and will need to leave my tour early. Am I allowed to leave early?

    Yes, you can leave during the tour -- however, only at a sightseeing location (you cannot ask to be dropped off while on the bus). Please inform the tour guide that you will be leaving early when you begin your tour.

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Payment

  • Can I pay for my tour in US Dollars/Euros/Chinese Yuan?

    Unfortunately, Sunrise Tours only accepts payment in Japanese yen. When you pay by credit card, you will be charged in your currency calculated according to the exchange rates of your credit company for the amount of the tour fare in Japanese yen.

  • Do I have to pay for my tour in advance?

    We require all tour payment to be made in advance to the tour departure date.

  • Can I pay for my tour in cash?

    We do not offer cash payment for our tours in most cases. Please pay for your tour by credit card.

  • Do you offer any discounts for seniors or members of any associations or groups?

    We do not currently offer any discounts for seniors or members of any assocations or groups.

  • Do you offer currency exchange services at Hamamatsucho Bus Terminal?

    Sunrise Tours does not offer currency exchange services. Hato Bus, the bus company which operates our Tokyo tours, however, would be more than happy to assist you in any of your currency exchange needs.

  • Can I get a discount for my tour if I have a JR Rail Pass?

    Unfortunately we cannot provide discounts for customers with JR Rail Passes.

  • Can I pay for my tour when I join the tour?

    No. You must pay for your tour when you make your reservation. We cannot make a reservation for you without payment.

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Cancellations

  • How can I cancel my tour?

    If you booked your tour directly through Sunrise Tours, call us up or use the contact information sent to you with your email confirmation from JAPANiCAN.com to make your cancellation. If you booked your tour through a third party agent, please contact your agent directly to make your cancellation. If you are trying to make a cancellation 24 hours before your tour departure, please call us!

  • What is your cancellation policy like?

    Please see our Tour Conditions for the cancellation policies for our various tours.

  • I missed my tour today (because I overslept/plane was delayed/forgot about the tour date). Can I receive a refund for my tour or reschedule my tour?

    Unfortunately we do not offer refunds or tour rescheduling after the tour departure. If you do not think you are going to be able to make your tour, please call and inform us as soon as possible.

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