House Rules and Important Information

1. Check-in and Check-out Times

2. Japanese Regulations and Guest Registration

To comply with Japan’s Hotel Business Act, all guests must complete the guest registration form after payment, including the guest list and passport information. We will send reminders when the booking is confirmed and seven days before arrival. Please complete the form to ensure a smooth check-in.

3. Refund and Cancellation Policy

This platform uses immediate payment. The full accommodation charge is collected once the booking is confirmed.

This policy applies to all guests who book through the official WHO’S HOME platform.

Cancellation Timing (Before Check-in)	Accommodation Refund	Booking Cleaning Fee Refund
30 days or more before check-in	Full refund	Full refund
7–29 days before check-in	50% refund	Full refund
Within 6 days of check-in	Non-refundable	Full refund
No-show	Non-refundable	Non-refundable

* Cancellation timing is based on Tokyo time and the date on which written notice is received.

* Accommodation and booking cleaning fee refunds will be returned to the original payment method. Credit card processing times depend on the issuing bank.

* The ¥20,000 booking cleaning fee is charged once per stay, regardless of the number of nights.

All cancellation or rescheduling requests must be submitted in writing. Verbal notice is not accepted. You may request a cancellation as follows:

1. Contact the official WHO’S HOME account (@whoshome) and provide your booking number and the reason for cancellation or rescheduling.
2. Email [email protected] with the subject “Cancellation Request — Booking Number” or “Rescheduling Request — Booking Number”.

Once the request is accepted, a confirmation will be sent to the member’s registered email address. The request is considered received when that confirmation is delivered.

4. House Rules and Important Information

This is a fully self-service, whole-property apartment. To protect your stay and the peace of the neighborhood, please review and follow the rules below. Violations may result in additional charges.

1. Noise and Parties Parties and excessive noise are strictly prohibited. Please do not gather or make noise near the entrance. A penalty of up to ¥50,000 may be charged if a complaint is received from neighbors.
2. No Smoking Smoking, including e-cigarettes, is prohibited indoors. Please smoke only on the balcony and fully extinguish cigarette butts. A ¥10,000 deodorizing and cleaning fee will be charged for violations.
3. Guest Count Please accurately declare the number of guests. Undeclared guests will be charged ¥10,000 per person, per night.
4. Waste Sorting Please sort waste according to the provided instructions. A sorting fee of ¥4,000 per bag will be charged for unsorted waste.
5. Cleanliness If the property is left excessively dirty, including heavily soiled bedding or towels, or vomit, an additional cleaning fee of up to ¥50,000 may be charged.
6. Shipping Forgotten Items Postage and handling fees will apply if you request shipment of forgotten items.
7. Late Check-out Late check-out without prior notice may incur a fee of up to ¥50,000.
8. Property Damage Guests are responsible for repair costs resulting from damage to equipment or furniture.
9. Privacy and Photography To respect the local community, photographing neighbors or children at the nearby kindergarten is strictly prohibited. A ¥50,000 penalty will be charged for violations.
10. Other Disruptive Conduct If any other conduct disturbs neighbors or disrupts operations, compensation may be sought for the resulting losses.