Frequently Asked Questions (FAQ)
1) ARE MY CHOSEN DATES AVAILABLE?
Our calendar is ALWAYS up-to-date. We also have instant book facility so feel free to book immediately. Last-minute bookings are usually not a problem. Please introduce yourself and your group in the first email so we can get to know you and assist you with any special requests. But if the dates you are wanting are not available, reach out to us as there is often some alternatives we can offer you.
2) CAN I CHECK IN EARLY AND/OR CHECK OUT LATE?
Check-in time: 3PM or anytime after this. We are fine with late arrivals. Check-out time: 10am or anytime before. A courtesy 1-2 hours may be available ONLY if asked within 24 to 72 hours of arrival or departure (that is when we will know). More than 2 hours will require a fee or for you to book another night. We mostly have back-to-back bookings so please consider your travel plans when you make your booking. We are happy to adjust for you if availability allows but please plan early as we do book up.
3. DO YOU HAVE LUGGAGE STORAGE?
The short answer is sadly no. Many of the larger train stations have lockers big enough for a full size suitcase. Shinjuku Station has plenty of large coin lockers. Alternatively, we recommend you use a baggage shipping service. Japan has a few companies to choose from - just do a web search for Takkyubin Japan to find the most commonly used companies. These are very reasonably priced, safe and extremely reliable. If you ship your luggage from the airport, you can move about the city easily and have your luggage delivered directly to the house at a time convenient for you.
4) HOW DO I ACCESS THE APARTMENT?
Our contact details, the house address and excellent walking directions from the nearest train station(s) are provided in your WELCOME PACK. We will send this to you a few weeks before your arrival date. Please print off the Welcome pack in case you don’t have internet access when you first arrive.
5) HOW CAN I CHECK IN?
Closer to your arrival we will be in contact to arrange a suitable time and place to meet with you. It will either be one of us or a trusted friend or relative. We will meet you, hand over the keys, run through the facilities of the apartment and also give you a tour of the local area if time allows.
6) CAN I ADD EXTRA PEOPLE / BEDS?
Our houses always have a variety of bedding options but we do not advise trying to squeeze in more than the maximum number of people on the listing. We want you to be comfortable and there are restrictions on the number of people who can sleep for safety reasons.
7) DO YOU CHARGE FOR CHILDREN?
Age 2 and under are free —Age 2 and up are counted as guests. We have a baby beds or baby futons for your use at no extra charge.
8) WHY IS THE PRICE DIFFERENT THAN I AM CALCULATING?
The total price is composed of three parts: 1. Nightly price x # of nights (plus any nightly charges for extra guests when applicable) 2. Cleaning fee (one-time fee) 3. Service fee (one-time fee set and collected by the credit card provider, typically between 6 and 12%). Weekly Price: Price may fluctuate based on peak holidays, and special events. Enter in your specific dates to see the current price for those days.
9) IS THE PLACE CLEANED DURING MY STAY?
It is professionally cleaned prior to your arrival and after you depart. For your privacy, no one enters the house during your stay except for you and your group. If you wish to have a mid stay clean and linen service, this is possible for additional costs.
10)ANY OTHER QUESTIONS?
Please email us at any time or contact us via our contact page here.
11) WHAT IS TOKYO FAMILY STAYS' COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION (DEI)?
Our commitment to DEI is at the core of our values and operations. Tokyo Family Stays is dedicated to fostering an environment that is diverse, equitable, and inclusive. We celebrate and embrace the rich diversity of cultures, backgrounds, and identities that our guests, team members, and partners bring to our community. Our DEI commitment extends to supporting the LGBTQI+ community and creating a safe space for all families, irrespective of their composition or identity. We are unwavering in our dedication to promoting diversity, equity, and inclusion in every aspect of our hospitality. Click here to read the full policy commitment.
12) WHAT IS TOKYO FAMILY STAYS' SUSTAINABILITY COMMITMENT?
Tokyo Family Stays is deeply committed to sustainability and environmental responsibility. Our sustainability commitment revolves around three key pillars: reducing single-use plastics, responsible waste management, and supporting local communities. We provide reusable shopping bags for guests to use at the supermarket to reduce plastic waste. Additionally, we educate guests on proper recycling practices and donate linens and towels that are no longer suitable for commercial use to non-profit organizations for distribution to low-income families and those in need. We continuously strive to minimize our environmental impact and inspire positive changes in our guests' behavior for a more sustainable future. Click here to read the full policy commitment.
SPECIAL NOTE REGARDING LICENCING:
In 2018, a new law was introduced. All short term accommodation in Japan require operations to be managed by a licenced administrator. We operate under the licence of Tokyo Family Stays G.K. - which is our registered company. Our licence registration number is:
登 録 番 号 国土交通大臣(01)第F02610号
If you require a copy of our licence certificate, please contact us via our contact page here.
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