Customer Support Team
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Can we stay in a ryokan during our tour?
Most of our tours include one or more nights in a ryokan, particularly in Hakone Mount-Fuji, as we believe staying in a ryokan in Japan offers a unique chance for cultural immersion. Traditional Ja...
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Deutsche Post information
When you place your order to a German address, there are two shipping options for Deutsche Post: Deutsche Post Prio: Deutsche Post Prio is a premium priority mail service offered by Deutsche Post...
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Japan Rail Pass - Forgotten/lost item on the train
If you realise you have left an item or bag on the train, the best thing to do is to go to the Lost and Found Office (お忘れ物承り所, o-wasuremono uketamawarijo) at the nearest station as soon as possible...
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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 I find English-speaking guides for the tours in Tokyo?
Yes, all guided tours available through our website include an English-speaking guide. You can find all the necessary information about the guided activities and guides on the specific activity pag...
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Order returned to sender
In the case where your order is unable to be delivered by the carrier after several attempts, or if you simply refuse the delivery, your package will be returned to us. The cost of returning the pa...
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Japan Rail Pass - Damaged ticket that stopped working
As the JR Pass is now a paper ticket that is inserted into a JR ticket gate whenever you travel, it can be susceptible to daily wear and tear. We highly recommend keeping it in a handy case or tick...
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What is the JRP Care service?
Anyone purchasing a Japan Rail Pass ticket on our websites www.japan-experience.com or www.japan-rail-pass.com can subscribe to our JRP Care service. With JRP Care, you can get: A full refund o...
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How do we organise an airport / train transfer at the end of our stay in a house?
A transfer to the airport (Tokyo Haneda or Narita, and Kyoto Kansai Airport) can be made in a shared shuttle or by train. The shared shuttle has a tendency to pick you up early, allowing a large ...
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Where can I get discounts in Japan by showing my JR Pass?
From October 1st 2023, holders of a valid Japan Rail Pass can receive exclusive discounts and benefits upon presentation of their ticket at certain locations. The discounts are available at select...
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