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Customer Support Team

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Recent activity by Customer Support Team

  • About the Hiroshima Tram & Ferry 1-day Pass

    This pass offers unlimited rides on Hiroshima’s street cars (trams) and the Miyajima Matsudai Ferry (not included in any other pass) Fixed fare, no need for coins, no forgetting to tap in and out ...

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  • Is the Hiroshima Tram & Ferry 1-day Pass refundable?

    Japan Experience cannot provide any refund for this pass.However, an unused pass (a pass where the usage date has not been scratched off, or where the usage date has been scratched off but has not ...

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  • Can I board the train with the QR code? Should I exchange my QR code?

      IF YOU PURCHASE WITH US AND RECEIVE AN E-VOUCHER (a QR code to scan at a ticket machine to print your paper tickets): You MUST redeem your QR code at the JR ticket machines in train stations and ...

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  • Traveling too soon / Delivery to Japan

    If you are travelling very soon, and it’s too late for you to place your JR Pass order with delivery to your home address, we can deliver it to your accommodation in Japan instead.   When ordering ...

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  • Pocket Wifi - How to cancel and refund

    If you need to cancel your pocket wifi rental, please contact us through our online contact form as soon as possible. To obtain a refund, we need to be notified of the cancellation at least one wee...

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  • How do I activate my Japan Rail Pass once in Japan?

    In order to activate your Japan Rail Pass you will have to exchange your voucher at a JR office. These offices can be found at the airport or in the main train stations. To check the list of the JR...

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  • Tokyo Wards and which to visit

    There are a total of 23 wards in Tokyo, however as we unfortunately don’t have all the time required to explore all of Tokyo we have to be efficient, so we will focus on the 7 most interesting ward...

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  • What is the check-out procedure?

    For check-out (before 10am), please collect all your belongings, turn off everything in the house, Leave the garbage IN the house, lock the door and place the key back in the key box, randomizing t...

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  • Is there floor heating in the houses?

    It depends on the house. The following houses in Kyoto are equipped with floor heating: Delta Stay, Uta Yomi Dori, Tsukinowacho, Sankoku Bashira, Genmachi, Miyagawa-cho, Yasaka, Gojo and Gion.   Th...

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  • Can we make phone calls from the house?

    There are no telephones in the houses; however you will usually find a telephone booth nearby. You can call Japan or internationally with coins or with a phone card available for sale in convenienc...

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