About the Stay

About the Stay FAQ - Overview

About the Stay

How do I get to my room?

After your reservation is approved, you'll receive an email with the address. For more information, please contact the room host.

After your reservation is approved, you will receive an email with the room's exact address and a map. The address and map will also be listed under your reservation list.

Once your reservation is approved, you will be able to contact the host directly, so feel free to get in touch with them. Many hosts are happy to send you directions by email.

Can I place a reservation for someone else, or vice versa?

No, you cannot.

The account registration information must match that of the traveler. However, your accompanying guests do not need to have accounts.

Can I bring my pet?

Yes, some rooms allow pets!

It depends on the room, so be sure to check the Room Features section of the room page. Alternatively, check Pets OK under Filters on the Search page to search only for rooms that allow pets.

How do I get the key to the room?

It varies from room to room. After you make a reservation, the host will let you know.

Once you've made a reservation, the host will send you a message regarding the key, so keep an eye out for it. You can also send messages by clicking "Contact Host" on the reservation details page. Depending on the room, the host may give it to you at the door, meet you at a cafe, email you the PIN number, etc.

How do I check in to a private rental?

There is a check-in process.

Specifically, we check your passport to confirm that your name, gender, and other info matches the information registered with your STAY JAPAN account.

*This check-in process is required by Japanese law. Thank you for your understanding.

How do I find out more about the check-in process?

After your reservation is approved, the host will contact you.

The check-in process varies from room to room. Once your reservation is complete, look for a message from the host. You can access your messages by clicking "Contact Host" on the reservation details page.

If you still haven't been contacted 7 days prior to your reservation, please contact the host directly. If they don't reply, please contact our customer service.
[Customer Service] Available 24/7/365
・Japanese: 050-5893-7717
・English: 050-5577-4111

How do I find out more about the check-out process?

Please contact the host after your reservation is confirmed.

The check-out process varies from room to room. Once your reservation is complete, look for a message from the host. You can access your messages by clicking "Contact Host" on the reservation details page.

The number of guests has increased since I made the reservation. What should I do?

Please contact the host to get permission to add more guests.

Please get in touch with the room host. It's possible they can accept more guests as long as it doesn't exceed the room's capacity.

I broke something in the room. Who do I contact?

Contact the host first.

If you're unable to contact the room host or reach a solution, please contact STAY JAPAN's customer service and we can resolve any issues that you may have.
[Customer Service] Available 24/7/365
・Japanese: 050-5893-7717
・English: 050-5577-4111

Can I extend my stay?

Yes - as long as the desired extension dates are available!

If you wish to extend your reservation, click the room's Check-in / Check-out and check the calendar. If the dates are available, you can request to have those dates added to your reservation.

Can I shorten my stay after my reservation is confirmed?

Please cancel your reservation and place a new one with your desired stay duration.

We apologize for the inconvenience, but our site currently does not offer the ability to shorten a reservation. Please cancel your current reservation, then place a new reservation with the desired stay duration. Make sure it meets the room's minimum duration requirements.

Regarding early check-out, please refer to this question for more information.

Where can I leave a review of my stay?

You can post a review on the reservation details page.

You can write a review after your stay. To find the review page, follow these steps:

1. After logging in, click the red menu button in the upper left corner.
2. Click Traveler > Reservations to access the Reservations page.
3. Find the reservation you'd like to review, then click the Reservation Details button.
4. On the left side of the reservation details page, click Review and a "Write Review" button will display. From there, you can type in your review.

Will my review be moderated?

Yes.

We independently monitor and moderate all reviews on our site.