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Customer Support Team

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Recent activity by Customer Support Team

  • Japan Rail Pass - Name spelling, misspelt, special characters

    The name on a JR Pass voucher is always printed the same way it was entered by the customer during the booking process, there is no manual input on our side. The first name and last name in your pa...

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  • Can we have several keys to the house to make arrangements more freely?

    Two sets of keys are available for each house, allowing you to come and go as you please during your stay.

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  • Local trains you can use in Kyoto with the JR Pass

    Not as extensive as the train networks in Tokyo or Osaka, there are some train lines that can be used with your JR Pass in Kyoto.   While it wouldn’t make financial sense to buy a Japan Rail Pass j...

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  • Japan Rail Pass - I’ve forgotten my voucher / left it at home

    If you have forgotten your JR Pass voucher there isn't much you can do, as JR staff will not give you the Japan Rail Pass if you don't have the original voucher with you. Just the order confirmatio...

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  • Can we extend our stay once there?

    Of course, if the house is available. The additional price appears on the 'Book your house' page. Don't hesitate to ask your House Angel for a quotation!

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  • Local trains you can use in Osaka with the JR Pass

    JR West operates several local JR train lines in Osaka, including the Osaka Loop Line, Yamatoji Line, Sakurajima Line, and Hanwa Line.    The Osaka Loop Line, in particular, encircles the city, con...

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  • Japan Rail Pass - What if my voucher has been torn or damaged?

    Please be sure to keep your Japan Rail Pass voucher in a safe place before your trip, as there are very strict rules for replacing your voucher.   If your voucher has been torn or damaged somehow b...

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  • Are there are any guides, maps or books in the house?

    You will find books and guides in the house on the area and its surroundings. Your House Angel can also give you a map of the city (depending on the city) upon arrival, and can give you practical a...

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  • I have a complaint / Our complaint process

    If anything has gone wrong with your booking, please accept our sincerest apologies and rest assured that we will do our best to resolve the issue. We always strive to provide excellent service, ho...

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  • Are the prices the same all year?

    The prices indicated on our website show the price per night, and this will vary according to the season, as some seasons are extremely popular in Japan, such as spring or autumn. Nevertheless, eac...

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