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Customer Support Team

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Recent activity by Customer Support Team

  • Pocket Wifi - Taken home by mistake

    Please remember to return the pocket wifi and all the accessories to our suppliers by mail before you leave Japan at the end of your trip. If you mistakenly end up taking the pocket wifi back home ...

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  • Can I add an extra person to my reservation?

    If you want to add an extra person to your booking, you will need to request it to your House Angel prior to your arrival. You'll need to pay additional fees for the extra person, extra towels and ...

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  • Is there wifi on board the train?

      Yes, the Shinkansen trains offer free wifi.

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  • How do I go through the ticket gates with a Japan Rail Pass?

    Since the start of June 2020, Japan Rail Passes have become paper tickets with a QR code, that allow you to use the automatic ticket gates to access station platforms. So you can use the JR Pass li...

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  • Group guided tours - Will my tour go ahead even if it's not full?

    Although the risk of your guided tour being cancelled due to insufficient participants is low, it does exist. The chance of this is around 4%. If you are unfortunately within this 4%, you will be i...

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  • Order not received / My order is lost in transit

    While rare, unfortunately delivery issues with our various carriers can sometimes occur.   If your order shows as delivered but you have not received it:   If we have tracking details from the carr...

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  • Pocket Wifi - Reship device to different address

    Should your travel plans change unexpectedly at the last minute, and you need your pocket wifi shipped to a different address after it has already been shipped, we can arrange to re-ship the device...

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  • Where can we leave a review after our stay?

    If you enjoyed your stay (and we hope you did!), you can easily leave a review on Google Maps, at the location of the house.  

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  • Can I smoke on the trains?

    Smoking areas were eliminated from all Shinkansen trains on March 16, 2024. Please do not smoke on the trains, and while in Japan only smoke in clearly designated smoking areas.

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  • Can you provide assistance during our journey in Japan?

    Anyone purchasing a Japan Rail Pass ticket on our website can subscribe to our JRP Care service at the time of purchase.   This service allows you: - to receive a full refund of your unused JRP Vou...

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