About the Stay

About the Stay FAQ - Overview

About the Stay

宿まではどうやって行けばよいでしょうか?

予約承認後、宿の住所の詳細がメールで連絡されます。詳しい情報はホストにご確認ください。

予約リクエストの承認後、宿の住所の詳細と地図情報がメールで連絡されます。また、予約一覧ページの予約宿泊施設詳細情報から地図をご確認いただけます。
予約リクエスト後は、ホストへのメッセージでの問い合わせもできるようになりますので、ぜひご活用ください。メールアドレスをメッセージでホストに伝えて、案内レターを添付してもらうケースが多くなっております。

Can I let someone else stay in the booked room?

No. Only the person who booked the room can stay.

Please make sure that the person who booked the room is the same or one of those who will stay. After the reservation is completed, the host will send the Check-in method to the person who booked the accomodation. In case the person who booked is not one of the guests, we ask you to cancel the reservation and book again.

Can I bring pets?

Yes, there are rooms where you can bring pets along with you.

Whether you can bring a pet with you or not, differs from host to host. Please check if bringing a pet is available in the room details' "amenities" section.

How do I receive the room key?

The method to receive the room key is set individually by every host.

Please check the message about the method to receive the room key that will be send to you by the host after you made a reservation. You can send and view messages with the host under "messages" on the booking details page.

What do I do at the Check-in?

To stay at your room, you need to go through the check-in formalities first.

Generally, we will check your and your friends or family's passports for their name, gender and nationality to make sure that you are the guests that were registered in the reservation.
*This procedure is based on laws and hotel business regulations in Japan, so we ask you kindly for your cooperation.

How do I know how to check out?

After your stay at your room, you need to go through the check-out formalities before you can leave.

The check-in method is different at every room and depends on the host, so please check for any messages from the host after your reservation was completed. You can find your message inbox on the booking details page under "messages".

How do I know how to check out?

After the host accepted your reservation, he or she will tell you how to check out.

The check-out method is different at every room and depends on the host, so please check for any messages from the host after your reservation was completed. You can find your message inbox on the booking details page under "messages".

Can I bring more friends with me than I originally booked?

Please ask your host about additional people. If he approves, you are free to bring more guests.

You can bring additional people with you in case the additional number of guests does not exceed the maximum number of guests at the room. Just contact the host in advance.

I broke or cannot use something in the room. Who can I contact about it?

Please try to contact your host first.

If you cannot reach your host or are not able to solve the problem together, you can contact the our support team at STAY JAPAN.
These are the hotlines that can help guests with any problems 24/7:
・Japanese: 050-5893-7717
・English: 050-5577-4111

I'd like to stay longer at my room than I booked. Is that possible?

Unfortunately, you cannot prolong or shorten your stay.

If you want to prolong or shorten your stay, we ask you to cancel your reservation first and book again.

予約が成立した後で、宿泊数を減らすことは可能ですか?

一旦予約をキャンセルしていただき、実際に宿泊される期間を改めて予約し直すようお願い致します。

減泊については現在サイト上の機能としては実装されておりません。お手数ですが一旦予約をキャンセルいただき、改めて実際宿泊される期間を予約し直していただくことになります。宿泊数は各宿に設定されている最低宿泊数以上でお願いいたします。
なお、チェックイン後の予定より早くのチェックアウトにつきましてはこちらのヘルプ項目をご確認ください。

宿泊の感想やレビューはどこから書くことができますか?

予約詳細から「クチコミ」を投稿できます。

宿泊後、「クチコミ」として書くことができます。
クチコミの入力画面は、宿泊終了後、以下のように表示できます。
1. ログイン後、画面左上の赤いメニューアイコンをクリックします。
2. 「旅行者」の項目の「旅行者予約一覧」をクリックし、「予約一覧」ページにアクセスします。
3. そこでクチコミを入力したい予約の「予約の詳細」ボタンをクリックします。
4. 予約詳細のページ左側の「クチコミ入力」をクリックすると「クチコミを書く」ボタンが表示されるので、そこからクチコミを投稿できます。

Do you check the reviews of the rooms?

Yes, we check and monitor all reviews.

After the guest posts a review, our team will check it. for any inappropriate content.