This guide explains proper etiquette and communication methods for canceling a property viewing appointment or declining an application. We'll cover how to notify real estate brokers and property management companies, whether cancellation fees apply, and how to overcome psychological hesitation when making the call.
Reviewed by: Nobuyuki MoriPresident, M-Assets Co., Ltd. / Licensed Real Estate Transaction Specialist (Miyagi #018212)
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When apartment hunting, it's not uncommon to find yourself in situations like "I booked a viewing but a sudden schedule conflict came up," "I found a better property than the one I originally booked," or "I changed my mind."
Many people feel strong guilt about canceling a viewing, but for real estate brokers and property management companies, viewing cancellations are an everyday occurrence. As long as you notify them politely and early, there's rarely any further issue.
However, canceling without notice or notifying at the last minute can cause real inconvenience to the agent (such as waiting on-site for a long time or having to turn down other viewing appointments).
Notifying them by the day before your scheduled viewing is the bare minimum courtesy. If you must cancel on the day itself due to unavoidable circumstances, call them directly. Email and messaging apps may have delays before the recipient notices, so a phone call is more reliable if it's urgent.
Simply add a brief reason such as "I've decided on another property," "Something came up," or "I'm not feeling well." You don't need to provide lengthy explanations.
Example of what to say over the phone:
"This is [Your Name]. I had a viewing appointment scheduled for [Date] ([Day of Week]), but due to an unexpected situation, I'd like to cancel if that's alright."
This is all you need to say.
Here are sample messages if you prefer to contact them via email, SUUMO messaging, LINE, or similar platforms.
Subject: Notification of Viewing Cancellation Thank you for your assistance. This is [Your Name]. I am writing to notify you that I must cancel the viewing for "[Property Name] (Address)" that was scheduled for [Month/Date] at [Time]. I sincerely apologize for any inconvenience this may cause. Thank you for your understanding.
As a general rule, you will not be charged a cancellation fee for canceling a viewing appointment. Since a viewing takes place before any contract is signed, you have no legal obligation, and there is no basis for charging a fee.
Submitting an "application to lease" is not the same as signing a contract. Canceling at this stage also generally incurs no fees (however, once the approval process has begun, the agent will have invested some effort, so notifying them as soon as possible is advisable).
On the other hand, once you have signed the lease agreement (or applied an electronic signature), cancellation becomes a lease termination, which may result in penalties such as penalty fees or non-refundable initial costs, depending on the contract terms.
| Stage | Cancellation Impact |
|---|---|
| Viewing appointment only | No cancellation fee; notify early to avoid inconvenience |
| After submitting application, before approval | Generally no cancellation fee; notify as early as possible |
| During or after approval process | Generally no fees; however, consider the agent's effort |
| After signing the lease | Treated as lease termination; penalty fees or non-refundable initial costs may apply |
For application cancellations, it's recommended to notify verbally (by phone) and then follow up in writing (via email) to create a record.
What to say over the phone:
"This is [Your Name]. I submitted an application for [Property Name] on [Date], but due to personal circumstances, I would like to withdraw the application. Could you please connect me with the person in charge?"
Email example:
Subject: Notification of Application Cancellation Thank you for your assistance. This is [Your Name], who submitted a lease application on [Month/Date]. I sincerely apologize, but due to personal circumstances, I would like to withdraw my application. I deeply regret any inconvenience this may cause. I look forward to hearing from the person in charge.
If you repeatedly cancel viewings with the same broker, they may label you as a "low-commitment client" and deprioritize you. It's more efficient to schedule viewings during periods when you can focus on your apartment search.
If you have a legitimate reason, cancellations on the day of the viewing can usually be accommodated by phone. However, if the agent or on-site staff has already begun preparations, real inconvenience may result, so it's important to apologize sincerely when you call.
The same process applies to online viewings. Since the agent is allocating time for you, notifying them by the previous day is the courteous thing to do.
Canceling viewings or withdrawing applications are common parts of apartment hunting. What matters most is: don't skip without notice, notify as early as possible, and keep your explanation brief.
Real estate agents are experienced with many cancellations and will generally respond graciously to polite notification. Don't feel overly anxious—reach out without hesitation when you need to.
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