Guest Support

Guest Support FAQ - Overview

Guest Support

How do I look for a room?

You can use the search feature to look for a room.

At STAY JAPAN, you can look for lodgings via the Search page. You can access the Search page by clicking the magnifying glass in the top right corner. You can also set specifications under Filters to find your perfect room. If you change your mind, you can click the Reset button to view all available lodgings.

Do any of the rooms have free Wi-Fi?

Yes, some rooms have Wi-Fi available!

On the Search page, under Filter, you can select Wireless Internet to search for rooms with Wi-Fi. In addition, you can check Internet availability under the Room Features heading on a given room's details page. Please contact us to confirm whether it is free or charged.

I want to know more about a certain room. What should I do?

Please contact us.

STAY JAPAN offers 24-hour email and phone support. Please note that we cannot schedule reservations by phone. In addition, after sending a reservation request you can also contact the host directly from the reservation details page.

Can my baby stay with me in the room?

Some rooms may not have proper bedding or facilities that are suitable for infants.

Some hosts may be unable to accommodate families in their rooms. You can check the Room Features heading on the room details page to see if "Family / Kid Friendly" is crossed out. Please confirm with us using our contact form.

What sorts of amenities are available in the rooms?

It varies by room, but you will have everything you need for a pleasant stay.

STAY JAPAN offers a wide variety of rooms, and different hosts offer different amenities. Shampoo, conditioner, body wash, toothbrushes, etc. are not guaranteed. Please check in advance, either via the room details page or by contacting the host.

How do I confirm whether a room is available?

You can tell at a glance from the Check-in / Check-out calendar.

On the room page, select Check-in / Check-out to see the calendar. If your desired date is selectable, that means it's available! However, please note that in some instances (such as reservations made from other sites) the calendar may not be 100% accurate.

Are there seasonal rates?

It varies by room.

Some rooms have seasonal rates available, so please be sure to confirm directly with the host via the Contact option on the room details page. (You must first be a registered user.)

These rooms don't list any exact addresses. Are they private?

Because our rooms are often private residences, we keep the exact address private until the reservation is approved.

To protect the hosts' privacy, we don't list the exact address of a room until after you have made a reservation. Once your reservation has been approved, you can see the address on the reservation details page. In addition, the address will be listed in the reservation confirmation email.

Can I get the host's phone number?

You will receive the host's contact information upon making a reservation.

Since phone numbers are private information, we do not list them publicly prior to making a reservation.

Do you offer discounts for 2-week or 1-month reservations?

It varies from room to room.

Some rooms may offer discounts for long reservations. Check the Property Rates listed on the room details page.

What does "host approval required" mean?

It means that the host must approve your reservation request before the reservation is official.

At STAY JAPAN, most of our rooms are personal residences. We therefore use a reservation request/approval system. The host has 72 hours to approve your reservation request before it is cancelled automatically. (Your credit card will only be charged if the reservation is approved.)

What does "user verification required" mean?

Only users who have verified their identity can reserve this type of room.

Users will need to verify their identity before they can book this type of room. To do so, go to "User Verification" on your Account page. From there, you will be able to upload your photo ID for identity verification.

I want to ask the host a question about the room. What do I do?

You can contact the host after making a reservation request.

After you've made a reservation request, you will be able to contact the host directly. Alternatively, you can also contact STAY JAPAN customer support centre for any questions.

Is there a minimum stay?

It varies from room to room, please check the information page before you make the booking.

The minimum stay varies from different rooms, some may require 1 night only, some may require 6 nights or more. Please check the information page when you make the room reservation.

Why is there a minimum stay of 6 nights for guest house?

Not all rooms have 6 nights minimum stay. Some guest house offer no minimum stay.

In accordance with the hotel regulation, guest house in certain area may require minimum stay. For example, guest houses in Ota-ku in Tokyo requires more than 6 nights minimum stay, whereas guest houses in Osaka-city in Osaka prefecture requires 2 nights. Majority of other areas require no minimum stay.