RESISTAY

User flow and FAQ

User flow

  1. Reservation application
    We accept reservations through our website.
    Please fill in the necessary information on the reservation form to make a reservation.
    Reservations can also be made by phone. Please note that for reservations made by phone, the payment needs to be completed by bank transfer before check-in.
  2. Reservation confirmation email
    A reservation confirmation email will be sent to the registered email address.
    • Please check your reservation details and make sure that you can receive emails from info@resistay.jp.
    • Please contact us if you do not receive the reservation confirmation email within 24 hours after payment.
    • If you would like to cancel after the reservation is made, a cancellation fee will be charged according to our cancellation policy.
  3. Payment
    Payments are completed through our website at the time of reservation. For telephone reservations, please make the payment in advance by bank transfer. A handling fee of 3,000 yen will be charged in addition to the cancellation fee.
  4. Check-in
    All guests need to come to the reception counter of RESI STAY located in front of Kyoto Station to complete the check-in process. There we will inform you about the room number and the check-in process.
    The reception counter is open from 8am to 8pm (7 days a week).
    We will send you the pre-check-in URL by email after the reservation is confirmed. Please enter the guest information in advance in order to complete the check-in procedure smoothly. After checking in at the reception counter, a shutter bus will take you to each facility.
  5. Check-out
    For those who would like to leave without waiting, a self-check out is available at our facilities.

Cancellation Policy

If the reservation is cancelled due to the customer’s circumstances after the reservation is made, the following cancellation fee will be charged.

For groups (reservations of 4 rooms or more), the following cancellation fee will be charged.
    50% from 30 days before the starting date
    100% from 14 days before the starting date

Refund after cancellation

The refund is proceed after deducting the cancellation fee and handling fee incurred according to the cancellation policy by the following method. Please note that we cannot accept other refund methods.

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.Can minors stay alone?
A.If a guest is under 18 years of age and staying alone or with other guests under 18 years of age, we ask that you call your parent or guardian to confirm your reservation and submit this document linked below. Please note that we do not accept guests who are under junior high school age and have completed compulsory education, regardless of whether or not the parent or guardian has given consent. Written consent for all guests is required.
Please send a copy of the form to the following address by mail or fax at least 7 days prior to your stay. If we cannot confirm the consent of the person with parental authority at the time of check-in, we may refuse the stay.
Click here to download the consent form for accommodation of minors.
Please send documents to
ON Building 5F, 544-2 Higashishioji-cho, Shimogyo-ku, Kyoto, 600-8216, Japan
RESI STAY Reception Counter (in front of Kyoto Station)
TEL:075-353-7744 FAX:075-353-7743
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 day of my stay?
A.We accept reservations until 5:00 p.m. on the day of your stay.

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.If you would like to have extra towels, please let us know at the reception counter at least 2 days prior to check-in and we will prepare them for you. Fee: 300 yen (1 set: 1 face towel and 1 bath towel).

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 is no parking at any of the facilities. There are coin-operated parking lots nearby. Please note that we do not know the rates for coin-operated parking lots.
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.Can the bedrooms be separated by partitions, etc.?
A.There are sliding doors to separate each room. For details, please refer to the floor plans on each room page.
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.Can I rent a crib?
A.Yes, cribs and bed rails are available for rent at target facilities.
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.

J.the Best Rate Guarantee

Q.What is the Best Rate Guarantee?
A.This is a service that guarantees the cheapest rate when you make a reservation through our official website.
If you find a lower rate than the official website reservation page under the conditions that qualify for the Best Rate Guarantee, please send us a screenshot of the screen showing the amount including tax by e-mail or LINE. If your reservation is eligible for the Best Rate Guarantee, we will accept your reservation at the same price as the rate you have requested.
<<Click here to make a reservation through our official website.>>
Q.What are the conditions for the Best Rate Guarantee?
A.The Best Available Rate is guaranteed under the following conditions.
The rate is lower than the rate on the official website reservation page for the same room type, dates, plan, and cancellation conditions, including tax.
The Best Rate Guarantee does not apply to discounted rates using coupons or points.
The guarantee is valid only for requests made within 48 hours of reservation.
The guarantee does not apply to requests made after 48 hours from the date of reservation.
<<Click here to make a reservation through the official website.>>

K.Pets

Q.Can I stay with my pet?
A.Only the Dog friendly Double room at RESI STAY THE KYOTO allows you and your dog to stay together.
Q.What is available in the rooms where I can stay with my pet? What do I need to bring with me?
A.Please check here.
Q.What are the rules for staying with pets?
A.Please refer to the Terms and Conditions for Accommodation with Pets here.