Q & A

Reservations and Check-in

Q. What time is check-in and check-out?

A. Check-in is available from 3:00 PM, and check-out is by 11:00 AM.
*Please note that early check-in and late check-out are not permitted.

Q. Is there a cancellation fee?

A. If you cancel your reservation, the following cancellation fees will apply.
・No-show / Same day to 6 days prior: 100% of the base room rate ・7 days prior or earlier: 50% of the base room rate.
*Cancellation policies may vary depending on the reservation plan or booking site. For details, please check your reservation plan or contact us.

Q. Do you accept requests to be placed on a waiting list for room reservations?

A. We do not accept requests to be placed on a waiting list.

Q. How do I check in?

A. We will send you instructions on how to check in (using the smart lock) via message the day before your stay.

About Facilities and Equipment

Q. Is Wi-Fi available?

A. Yes, free Wi-Fi is available.
The SSID and password are posted inside the room.

Q. What amenities are provided?

A. We provide towels, shampoo, body wash, conditioner, a hair dryer, and a hair straightener.

Q. Can I use the washer and dryer?

A. There is a washer in the room. We also provide detergent.

Q. Can I request additional towels?

A. Yes, that’s possible. Please contact us via the messaging feature on the booking site by the day before.

Q. What is the water storage capacity?

A. In addition to a storage capacity of approximately 200 liters, water is continuously heated and supplied.

Q. Can I use the kitchen?

A. Yes, you may use it.

Rules and Guidelines

Q. Is smoking allowed indoors?

A. All rooms are non-smoking.
*If smoking is detected, a cleaning fee may be charged.

Q. Can we host a party or stay with a group?

A. Only the number of guests declared in advance is permitted.
Noise and adding guests without prior permission are prohibited.

Q. Do you offer luggage storage services before or after check-in?

A. We apologize, but we do not offer this service.

Cleaning and Trash

Q. Is cleaning provided during my stay?

A. Please contact us separately regarding long-term stays.

Q. What should I do with the trash?

A. Please sort your trash and leave it in front of your room door. We will collect it.

Location & Area Information

Q. Is there parking available?

A. We do not have dedicated parking.
Please use the nearby pay-and-display parking lots.

After check-out

Q. What should I do if I leave something behind?

A. Please contact us via message.
Items may be disposed of after a two-week holding period.

About GRAN CUSTOMA

Q. What is GRAN CUSTOMA?

A. “GRAN CUSTOMA” is a chain of internet cafes where you can relax by enjoying the large communal bath and sauna, all-you-can-eat curry, and reading manga.
Guests staying at Villa Customa can enjoy complimentary access to the baths and sauna at “GRAN CUSTOMA Ueno,” as well as all-you-can-eat curry in the dining area, as part of our partnership program.
When visiting, please bring the “GRAN Pass” document attached to your booking site message and proceed to the front desk at GRAN CUSTOMA Ueno.