FAQ

We apologize, but reservations cannot be made by phone. Our phone line is available for inquiries regarding room availability and other general information only.To make a reservation, please visit our official website or search for “Hotel Guild 5” on your preferred hotel booking platform, such as Booking.com, Airbnb, Expedia, Agoda, Trip.com, Jalan, Yahoo! Travel, or Rakuten Travel.Official Website:https://tabichat.jp/engine/hotels/hotel_guild5

All payments must be made in advance by bank transfer or credit card. For hotel reservations, all payments must be made through the booking platform used to make your reservation.As an exception, guests staying at our serviced apartments may also pay in cash (Japanese yen only) in advance at our office.Please note that cash payments are not accepted at the hotel.

Reservations open approximately 1 to 2 months prior to your move-in date.Please note that, as a general rule, we do not accept provisional or tentative bookings. However, we are happy to discuss availability, your preferred dates, and other requirements at any time.For inquiries, please contact us via the “CONTACT US” form.

Yes, apartment viewings are available if the property is vacant at your preferred date and time.As availability is subject to change, please contact us via the “CONTACT US” form for the latest availability and to arrange a viewing.You can also explore our apartments through the 360° virtual tours available on each property’s page under “APARTMENTS.”

Yes, online viewings are also available.Please note that online viewings are subject to availability. If the apartment is occupied on your preferred date and time, we may not be able to arrange an online viewing.In such cases, we recommend using the 360° virtual tours available on each property’s page under “APARTMENTS” to explore the apartment at your convenience.

If you have booked a hotel stay and would like to change the number of guests or your stay dates, please make the necessary changes directly through the booking platform you used to make your reservation.If you have any questions or need assistance, please contact the support team of the booking platform directly.

All hotel payments must be made online in advance. We do not accept payment at the hotel. Therefore, whether travel vouchers or gift cards can be used depends on the payment methods supported by the booking platform you use.If you have any questions regarding accepted payment methods, please contact the booking platform directly.

As a general rule, we do not issue receipts for accommodation fees that have been paid online in advance through a booking platform.We kindly ask you to download your receipt directly from the booking platform you used to make your reservation.If the booking platform is unable to issue a receipt, please contact us at hotel_info@stump.ltd, and we will be happy to assist you.