Please reply messages promptly or as soon as possible to your customer who has already booked your hostel, so that your visitors can plan ahead of the trip, such as transportation, arrival time and storage of luggages.
You promised to send me the self-check in guide and tell me info about the room/bed that I was gonna live. But you failed and did not reply my messages for several days. Since you did not reply me til the morning of my check-in date, I have to lower the risk and cancel the booking. If you were willing to communicate by telling me the guide was not prepared or was not allowed, I could make a different decision about the trip. I even said you can reply in Japanese if it is a language that you are more comfortable with, but you did not answer my messages.
And it is unreasonable that you still received commission fee and refuse for a full refund. I did not ask further because I wanna end the case as soon as possible. But it is your obligation to reply a full refund because you did not offer any service and did not reply messages to your customer.