🏡 Booking & Reservation
Q: What is the minimum stay duration?
A: All apartments require a minimum contract of 1 month. We cannot accept bookings for stays shorter than one month. 1 month is counted based on the date of the month, not number of nights you stay in our apartment.
For example,
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4/10 ～ 5/10 is counted as 1 month, but
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4/10 ～ 5/9 is NOT counted as 1 month.
Thus, when making an online booking please input the MOVE-OUT date with the same DAY as the MOVE-IN date.
Q: How far in advance can I make a reservation?
A: Reservations can be made up to 3 months in advance from the current date. (E.g. if today is May 15, the booking is open online for move in date until Aug 15 of the same year)
Q: What is the 14-day gap rule? Why I cannot book a room that is available?
A: You must choose a move-in date within 14 days of the earliest available date shown for the property. This rule helps us reduce vacancy periods. *Number of days may vary depending on the property.
Q: How do I check availability and book a property?
A:
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Go to our website and search by location/dates.
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Choose a property and click “Instant Book.”
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Enter your details.
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Proceed to payment.
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Upload ID documents and await screening approval.
Q: Can I change my move-in date after booking?
A: You can request changes before your move-in date, but changes are subject to availability and may affect your booking terms.
Q: Can I book multiple rooms?
A: Yes. For group bookings or corporate stays, please contact our sales team for assistance.
Q: How do I check the total price?
A: To check the full price for your stay, please visit the property page on our website. You'll be able to see the detailed breakdown including rent, deposit, cleaning fee, and any applicable charges. You may also check here on how to check the full-price.
🧾 Payment & Fees
Q: What are the accepted payment methods?
A: You can pay by credit card (with a 3% surcharge) or bank transfer (no 3% fee).
Q: Are taxes included in the rent?
A: Yes. All rent prices shown include consumption tax unless otherwise stated. For optional services (e.g. cleaning), tax may be added.
Q: What is the refund policy for deposits?
A: Deposits are refunded within 1 month after check-out, provided there’s no damage, missing items, or excess utility charges.
Q: How is rent billed after the first month?
A: If you paid by credit card, your card will be automatically charged for subsequent months using the same payment method.
Q: Can I change my payment method later?
A: Yes. For rent payment, you may change the payment method during your stay.
🧾 ID Screening & Documents
Q: What documents do I need to submit?
A:
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Main Tenant:
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1st ID: Passport or Japanese Driver’s License
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2nd ID: Visa page, Insurance Card, Student/Employee ID, or Business Card
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Other Guests:
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At least one valid ID with face photo, such as Passport
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Q: Can I use the same ID twice?
A: No. Your 1st and 2nd IDs must be different.
Q: Why do I need to provide two IDs?
A: This is required for tenant screening under local housing policies and to ensure safety for all residents.
Q: What happens after I upload my documents?
A: Our team will review them as part of the screening process, which typically takes 1–2 business days.
🏃 Move-In & Move-Out
Q: When can I check in?
A: Check-in is available from 3:00 PM on your contract start date.
Q: When is check-out time?
A: You must check out by 11:00 AM on your contract end date.
Q: Can I request early check-in or late check-out?
A: Yes, for JPY 2,200 per hour, depending on room availability and cleaning schedule.
Q: How do I get the keys?
A: Key handover instructions will be provided after screening. In most of our properties, keys may be picked up or accessed via a smart lock at the building. You can go directly to the building on the date of check-in and it is alright even if your arrival is late at night.
Q: What should I do before check-out?
A: Please wait for the instruction email from our Customer Success Team. There will be an instruction on how or where you should leave the keys.
🔁 Contract, Cancellation & Extension
Q: Can I cancel after booking?
A: If you cancel after your pre-booking, you will be charged one month’s rent. Deposit and cleaning fee will be refunded.
Q: How do I end my stay early?
A: You must notify us via email at least 30 days in advance.
Q: How much do I have to pay if I early terminate a contract with long-term discount?
If you received a long-term promotional discount, you will be charged the difference between:
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the discounted long-term rate, and
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the standard short-term monthly rate for your actual stay duration.
Q: Can I shorten my stay without notice?
A: No. If you leave without 30 days’ notice, you are still liable for 1 full month’s rent.
Q: Can I extend my stay?
A: Yes, if the apartment is available. Extensions are first-come, first-served. Please notify us at least 5 business days in advance. Please visit the following website for the complete instruction:
https://info.metroresidences.com/knowledge/extensions
🧹 Housekeeping & Utilities
Q: Is housekeeping included?
A: Some properties offer weekly housekeeping, while others do not. Please refer to the property page. Additional cleaning is available upon request (fee applies).
Q: What does the limited utilities mean?
A: Each property have maximum limit of monthly utility and it will be extra charged if over used. For example, if the property has the "Limited utilities - ¥15,000/month", you will not be charged extra if the total spending of your utilities is within ¥15,000/month.
Utility includes:
・Water
・Electricity
・Gas
It is very rare for the total spending to surpass the limit. However, it depends on how you use and season of the year. e.g. if you keep the AC turned on 24 hours, it will probably surpass the limit.
Q: What happens if I exceed the utility limit?
A: Any excess will be charged extra or deducted from your deposit during check-out processing.
Q: Is internet included?
A: Yes, all apartments come with free Wi-Fi exclusive for each room.
Q: Do I have to set up utilities or internet?
A: No. Everything is pre-set. Just move in and connect.
👤 Guests & Visitors
Q: Can I have overnight guests?
A: No. Only registered tenants may stay overnight. Violations may result in penalties.
Q: Can I switch or add registered guests during my stay?
A: No. For security reasons, registered guests cannot be changed once the contract starts.
Q: Are daytime visitors allowed?
A: Yes, but they must leave before nighttime. No overnight stays unless registered.
Q: Can children stay in the apartment?
A: Yes. Children under 12 years old are not counted toward the occupancy limit (1 child maximum per apartment).
🛠 Maintenance & Support
Q: What if I encounter a problem during my stay?
A: Please contact us via email or your phone call. Our support team responds promptly during business hours. We also have emergency contacts for non-business hours.
Q: Who is responsible for repairs?
A: We will handle any maintenance issues that occur through normal use. Damages caused by negligence will be deducted from the deposit.
🏢 Property Details & Rules
Q: Can I choose the floor level of the apartment?
A: If the webpage does not state a specific room number, floor levels are automatically assigned by the system and cannot be guaranteed.
Q: Are pets allowed?
A: Unless specified, pets are not allowed in most of our properties.
Q: Is smoking allowed?
A: All apartments are strictly non-smoking. Any violation may result in cleaning fees.
Q: Is Car Parking available?
A: Currently, we do not have any Car Parking availability. Please search by yourself for car parking contracts.
Q: Is Bicycle Parking available?
A: Most of our properties have Bicycle Parking. Please ask our sales agent for the availability.
Q: Are there ongoing constructions near the apartment?
A: We list known constructions on each property’s page, but please note we may not be aware of all nearby projects.