Please reconfirm the hotel's cancellation policy and contact the hotel or the travel agent you made the booking through directly (including online travel agents）.
For further assistance, the National Consumer Affairs Center of Japan has a telephone hotline called "Consumer Hotline for Tourists" that provides consultations in English, Chinese, Korean, Thai and Vietnamese. Please note that standard call rates (and international connection fees) will apply.
[Consumer Hotline for Tourists]
03-5449-0906 (from overseas +81-3-5449-0906),
Weekdays 10:00 a.m. - 4:00 p.m. (closed on weekends, national holidays and Dec.29-Jan.3)