FAQ
Frequently asked questions
Check-in and your stay
What time is check-in and check-out?
Times differ by home. You will find them on each home's page and in your booking confirmation.
How do I check in and get the key?
Check in online before you arrive: register everyone in your group in your guest portal. On the day, the door code and directions appear there, so there is no front desk to find.
Can I leave my luggage or arrive early?
It depends on the home and the day. If the home is free the night before, early check-in is often possible, so just message us and we will check.
Your guest portal also shows where to store bags nearby, and how to send luggage to the airport or your next stay.
Who do I contact during my stay?
Message us from your guest portal in your language. A team that knows the local culture is here for you. Your guest portal link is in your booking confirmation email, or open it from My booking.
For lock-outs and urgent problems, call +81-6-4708-5887 (9:00–23:00 JST). At other times, message us in your guest portal: our AI assistant is here for you 24 hours a day. In an emergency, call 119 for fire or an ambulance and 110 for the police.
Payment and receipts
How do I pay?
By credit card on a secure payment page when you book on this site. The total for your stay is shown before you pay.
Can I get a receipt?
Yes. We send your receipt by email after check-out. If you need a different name on it, you can change it in your guest portal.
Cancellation and changes
Can I cancel, and will I get a refund?
Vacation rentals & entire homes: 30 or more days before check-in → Full refund · 29–14 days before → 50% refund · 13 days before or later / no-show → No refund
Hotels: 3 or more days before check-in → Full refund · 2–1 days before → 50% refund · Same day / no-show → No refund
To the credit card used for payment. We cannot refund in cash or to a different account. Depending on your card issuer, it may take from a few days up to about one month to appear.
If you booked through another booking site, that site's cancellation policy applies.
Can I change my dates?
Date changes are handled by cancelling and rebooking. The cancellation policy above applies based on when you cancel, so please contact us as early as possible.
Stays Members
What do members get?
Member price, 5% off: 5% off the room charge on every booking made on this site. The cleaning fee is not discounted. If you also have a coupon, we apply whichever saves you more; the two don't stack.
10% off your next stay: After every stay, the thank-you email we send after check-out includes a 10% off code for your next booking on this site. Use it yourself or give it to a friend. One use, valid for 18 months, no minimum spend.
Free late check-out until 12:00: Ask us in advance and, when the home isn't needed that afternoon, stay until 12:00 for free. Later than 12:00 is available as a paid option.
Free early check-in for returning guests: If you have stayed with us at least once, check in early for free whenever the home is empty the night before. Just message us before you arrive.
Member newsletter: The latest Japan travel news, plus our member offers and events through the year. Only if you tick the box when you join, and every email has an unsubscribe link.
Machi guides before you fly: Free neighbourhood guides, field notes and before-you-fly tips for Osaka and Kyoto, so you know your machi before you land.
How do I join? Is it free?
Yes, it is free. Enter your email and we send you a one-time code. No password to remember.
Will I get marketing emails?
Only if you tick the box when you join. Then we send Japan travel news and our member offers, and every email has an unsubscribe link.