RESISTAY

From reservation to check-out / FAQ

From reservation to check-out

  1. Reservation Application
    Reservations are accepted online through our homepage.
    Please input the necessary information on the reservation and confirm to complete the reservation.
    Reservation by phone is also possible. Please see the following for the steps to reserve by phone.
  2. Reservation confirmation mail
    The Reservation Confirmation Mail will be sent to the email address registered when making the reservation. The reservation details can be reviewed
    • We cannot send emails to Hotmail accounts. Please add our email (info@resistay.jp) to your safelist or let us know another email address that we can reach you by.
    • If by any chance the e-mail does not reach you within 24 hours, please contact us.
    • If you wish to cancel your reservation after approval of your reservation, cancellation fee will be charged, according to our cancellation policy .
  3. Payments
    Payment for the reservation is completed through the Homepage at reservation time. For reservations made by phone, payment is to be completed before check-in by bank transfer or credit card.
  4. Check-in
    In order to check in at our RESI STAY loc­ations, all guests need to come to the Reception counter to complete the check-in process. We will inform the password and how to get to the accommodation at reception counter.
    Reception counter opening hours will be from 8:00AM to 20:00PM.
  5. Check-out
    Self check-out for all properties.

Cancellation Policy

If you wish to cancel your reservation because of your personal circumstances, the following cancellation charges will be applied depending on the amount of prior notice given.

The following is the group cancellation policy for groups of 4 rooms or more. The following cancellation fee will be charged if cancellation is made within
    30 days prior to check-in・・・50%
    14 days prior to check-in・・・100%

The refund after cancellation

The refund is proceeded as follows. Other refund methods cannot be accepted.

Notes

FAQ

A.Reception counter

Q.Do you have a shuttle bus?
A.We have a free, one way shuttle bus service from the RESI STAY Reception Counter to your accommodation. The bus runs everyday from 12：15 to 20:00. There are three shuttle buses that are based on availability. Please ask for the next departure at check-in.
※Out of concern for the safety of our guests due to the spread of COVID-19, we are temporarily suspending our shuttle bus service from April for the time being.
Q.Can the payment be made by credit card? What kind of credit cards are accepted?
A.Visa, Mastercard, American Express, Discover, Diners Club are accepted.
Q.Do I have to bring the passport of all coming members?
A.According to the Japanese law, it is obligated to collect the passport copy of all guests, we appreciate your cooperation in advance.
Q.Am I able to check-in after the opening time of reception?
A.Please do inform us in advance if you will be arriving later than the check-in hours. The check-in method will differ according to the reside building. We will inform you through the e-mail.
Q.Can I use internet in the reception counter ?
A.Yes, the wifi is provided in the reception counter.

B.Reservation

Q.How old will my child be counted as one person?
A.The child over 6 years old will be counted as one person. However, if the child do use the bed alone, then regardless of the age, he/she will be charged as one person.
Q.When do the cancellation charges apply?
A.If you wish to cancel your reservation because of your personal circumstances, the following cancellation charges will be applied depending on the amount of prior notice given.
  • Within 2 days before check-in date, and check-in day ・・・ 100%
    •  ※For reservations paid for by bank transfer, in the case of cancellation in addition to the cancellation fee there is a 3000 yen service fee.
    ※The cancellation policy may vary depending on your reservation. Please refer to the reservation page.
The following is the group cancellation policy for groups of 6 or more. The following cancellation fee will be charged if cancellation is made within.
    Within 30 days before check-in date, and check-in day・・・50%
    Within 14 days before check-in date, and check-in day・・・100%
    　
Q.Is there a way to make a reservation other than online?
A.Reservation by phone is also possible. For reservations made by phone, payment is to be completed before check-in by bank transfer or credit card. For reservations paid for by bank transfer, in the case of cancellation in addition to the cancellation fee there is a 3000 yen service fee.
Q.Can I make a reservation on the check-in date?
A.We apologize but we are unable to accept same day reservations. At latest, we can accept reservations until a day before check-in.

C.Luggage

Q.Will I be able to leave my luggage before the check-in time at 3:pm?
A.Luggage storage is available at check-in. *Some accommodations have a storage space. Please check our homepage to see luggage storage options.
Q.Could I send my luggage or package before check-in or during my stay to reception counter or accommodation directly? Could you help me to dispatch a parcel by post?
A.Yes, guests can send their luggage or packages to the RESI STAY Reception Counter before check-in or during their stay. As there are no staff at the accommodation, we ask that guests do not send their luggage directly to the accommodation. (If you are staying at RESI STAY THE KYOTO, please contact the Reception Counter directly about your shipping options.) If you will send something to the Reception Counter, please write down the following information on the packing slip. Please also contact the Reception Counter to inform them of the expected arrival date of your item.

(1)Name　(2)Check-in/Check-out date　(3)Name of Accommodation

【Address】
〒600-8216
544-2 Higashishiokoji-cho, Shimogyo-ku, Kyoto, ON building 5F (501)
RESI STAY reception counter (Kyoto station)
Tel : +81-75-353-7744

D.Service

Q.Can I borrow an umbrella?
A.We apologize for the inconvenience, but we do not offer the umbrella borrowing service.
Q.Can I exchange the money here?
A.The reception counter do not offer the currency exchange service. However, we will show you the nearest currency exchange agency.
Q.Can I book a taxi here?
A.Yes, we will assist you with the taxi booking.
Q.Can you make a reservation for me?(ex: restaurant..)
A.Yes, we will do the reservation for you.
Q.Can I book the shuttle bus to the airport here?
A.The shuttle bus booking service can only be made in the reception counter.
Q.Can I ask for an extra cleaning service?
A.The cleaing service is done once after the check-out. You will have to pay for the extra cleaning service. Please kindly check with the receptionists if the service is needed.
Q.Can I borrow the adaptor, rice cooker and iron?
A.Please kindly check our website for futher information.
Q.Can I ask for extra towels?
A.Please kindly check with the receptionists if the extra towels are needed.

E.Sightseeing ⁄ Transport ⁄ Surrounding facilities

Q.Can you tell me the tourist spots where my child and family can enjoy their time?
A.Please kindly check with the receptionists.
Q.Are there kimono rental shops around? I would like to do a reservation.
A.Please kindly check with the receptionists and we will assist you with the reservation.
Q.How to get to Arashiyama or Kiyomizu temple from the property?
A.Please see the tourist information pamphlet at the reception.
Q.What time is the last bus from Kyoto station to the property?
A.The time for the last bus is between 10pm and 11pm. The bus schedule is not always the same so please kindly check the lastest bus schedule.
Q.Is there any hot spring nearby?
A.Please check with our receptionists.
Q.Where can I exchange the money with good rate?
A.You can exchange the money at the nearest bank. Please check the rate with the money exhange service.
Q.Where can I find a parking lot?
A.There’s no parking facilities in our properties so please kindly park your car at the private parking space nearby. For the parking fee, please check the parking charge boards at each parking lot.
Q.How long does it take by taxi to the property and how much is the cost?
A.Please see the website of the staying property.
Q.Where can I have breakfast?
A.Please check with our receptionists.
Q.Where can I find the nearest bus stop?
A.Please kindly check the website of the staying property.

F.Trouble

Q.What is the emergency contact number?
A.If you are in an emergency, please contact us at this number +81-75-353-7744.

G.Facilities

Q.Is there wifi connection in the property (data limit, password, rounter etc.)
A.Please see the website and information guide book for each property.
Q.Is there elevator at the property?
A.Please see the website of each property.
Q.Is there child safty seat for bike?
A.We apologize for the inconvenience, however we do not provide child safty seat for bike.
Q.How can I know the room interior of RESI STAY?
A.Please see the website of the staying property.
Q.Is there any house rule?
A.Please kindly check with our receptionist.
Q.Is there air-conditioner or heater in the property?
A.Yes, all properties are equipped with air-conditioning system.
Q.How can I know the size of the property?
A.Please check the website of the staying property.
Q.What’s the bed size?
A.Please check the website of the staying property.
Q.Is that possible to add an extra bed?
A.We apologize for the inconvenience, however it is not possible to add an extra bed.
Q.Is that possible to borrow a babycrib and a baby bath tub?
A.We apologize for the inconvenience, however we do not provide a babycrib and a baby bath tub.
Q.Is that possible to request a smoking room?
A.Smoking is prohibited in the room. Please check the rules regarding smoking at the property website.

H.Shuttle bus service

Q.Is there a cost?
A.This is a free service for all guests staying at RESI STAY accommodations.
Q.Can I reserve a place on the shuttle bus?
A.We cannot take reservations in advance. The buses departure time depends on availability and traffic conditions so please ask our staff at check-in time for the next departure.
Q.Is there pick up from the accommodation to Kyoto Station?
A.There is no return service from the accommodation. This is a one way service from the RESI STAY Reception Counter to our accommodations.
Q.Is there free shuttle service to or from the airport?
A.I am sorry but we do not have any shuttle service to the airport. Our free shuttle service is one way from the Reception Counter to our accommodations.
Q.When time does the shuttle bus depart?
A. The bus runs everyday from 12：15 to 20:00. There are three shuttle buses that are based on availability. Please ask for the next departure at check-in.
Q.Can I ride the bus more than once?
A.You may ride the bus again after check-in. If you would like to ride the bus again during your stay, please come to the RESI STAY Reception Counter and our staff will take you to yoru accommdoation.
Q.Will the shuttle bus take me to the front door of the accommodation?
A.Some of our accommodations are located on narrow streets or places in which cars cannot enter. For details, please ask about your accommodation at check-in time.

I.Kyoto City Accommodation Tax

Q.What is the Kyoto City Accommodation Tax?
A.The Kyoto City Accommodation Tax was implemented from October 1st, 2018 and is applicable for all people who stay in lodging accommodation in Kyoto City. It is a separate fee that must be paid at check-in time at the RESI STAY Reception Counter. For more information, please see the following website with information from Kyoto City.
See the following link for more information: https://www.city.kyoto.lg.jp/gyozai/page/0000249218.html
Q.Can I pay the tax by credit card?
A.The tax can only be paid in Japanese Yen. Thank you for your understanding.