Help with your stay

The departure deadline is 20:00 Japan time on the final contract date. Remove your belongings, return the keys and surrender possession. Contact LIVIA immediately through your account if you cannot meet the deadline.

1. A request, provisional booking or payment alone does not confirm an extension. The current agreement and departure deadline follow any validly formed new agreement.
2. Unauthorized use after legally effective termination may result in delay-of-surrender damages under the signed clause, at twice the average daily rent prorated by the actual excess time. LIVIA checks the original agreement, termination basis and actual surrender time before providing an itemized claim; there is no automatic charge.
3. First verify effective termination and evidence of the actual end of possession and key return. Key return or a departure report alone does not establish surrender, but missing photos or pending LIVIA inspection or cleaning alone do not extend damages. For a term of at least one year, check expiry notice between one year and six months before expiry under Article 38(6) of the Land and Building Leases Act; a valid late notice requires checking the six calendar months after receipt. Omitted notice or prior explanation, a formed new agreement, LIVIA responsibility, statutory rights, waivers or uncertain legal effect must be reviewed rather than applying twice-rent solely from an on-screen end date. This clause applies only to a new edition disclosed before contracting and signed; it is not added retrospectively to an earlier agreement or through stay-rule acknowledgement. Portions contrary to consumer law or disproportionate in the individual circumstances are not applied.

Guests are not charged for normal wear or age-related deterioration. Other claims require a review of move-in and move-out condition, cause, age, necessary repair scope and itemised costs, without automatic replacement-at-new-value charges. Extra cleaning must be separate from work already paid for. Please also report pre-existing damage discovered later.

1. Identify the charge you question and why.
2. Share any move-in photos, discovery dates or other records you have.
3. Review the basis, repair scope and cost; submitting a dispute is not consent to a charge.

Please check which document, recipient name and period your company needs. A quote, invoice and receipt serve different purposes; a receipt must be checked against actual payment records. Fixed utilities and Wi-Fi charges and deposits should be shown separately. On-screen statements are not formal receipts or a guarantee of acceptance under your company’s expense policy.

1. Provide your booking reference, the company’s official name and the document required.
2. Specify the recipient name, period and any required company format.
3. For a correction, give the existing document reference and the fields to change.

Before you travel, check your contract steps, payment status and start date. An application or quote does not by itself confirm that you can enter the property. If entry instructions are missing or differ from your reservation, ask for clarification before relying on another property's instructions.

1. Move-in starts at 08:00 Japan time on the contract start date. Once the contract, required identity checks, payment and key preparation are confirmed, an email from 08:00 that day directs the customer to sign in and view the four-digit key-box code in their account. The code itself is not included on public pages or in email. Codes change for each tenancy, with handover, return and revocation recorded. Do not share codes, copy keys without permission or move the key box; contact LIVIA for loss or failure.
2. Check My stays, your registered email address and your spam folder.
3. Compare the building, room number, entry date and time, and key collection method.
4. Include your reservation number, start date and the missing information. Do not include passwords or access codes.

First check the building, room, key box location and permitted entry time in your instructions. Do not force, dismantle or change the lock. Lost keys and lockouts require identity and reservation checks before assistance and any costs can be confirmed. Sending an inquiry does not confirm a visit.

1. Identify whether the issue is at the building entrance, key box or room door.
2. Report your reservation number, location, when it happened and what the lock or screen shows, without sharing access codes.
3. Wait somewhere safe. Before hiring a locksmith separately, check the arrangements and responsibility for costs.

Record the room's condition soon after arrival so it can be compared later. If you also need cleaning or repair, say so in Requested help on the same form; documenting the condition alone does not request a visit. A later report alone does not establish your responsibility or determine a charge.

1. Note when you found the issue, its location, condition and whether it affects use.
2. If safe, take an overview and close-up, and keep the original photos. Leave personal information and codes out of the image.
3. Report your reservation number and the issue, and say explicitly if cleaning, repair or a replacement item is needed.

Please explain whether this is an issue found on arrival, a fault during your stay or an optional cleaning request. The cause, work, responsibility for costs and access arrangements need to be checked before work is arranged. Reporting a problem does not mean you have agreed to paid work.

1. Include the location, time discovered, symptoms or missing quantity, and whether the item can still be used.
2. For a visit, give your preferred time window and whether you will be home. The visit and entry arrangements require confirmation.
3. Do not dismantle equipment or discard supplied items. If there is a hazard, stop using the item and put safety first.

Equipment and instructions differ by property, so start with your property's guide. For Wi-Fi, check the selected network and power; for other equipment, check the instructions and display. Do not factory-reset the router or dismantle or alter gas or electrical equipment.

1. Check whether it worked before and whether one device or the whole room is affected.
2. Report the equipment name, error message, start time and checks already made. Do not send Wi-Fi passwords.
3. If there is leaking water, smoke, a gas smell or another hazard, put safety first and stop troubleshooting.

For a fire, injury or immediate danger, move somewhere safe and use the appropriate public emergency service. Do not delay seeking help to take photos or complete a form. LIVIA's inquiry form does not replace an emergency call; telephone support hours, supported languages and the scope of on-site assistance are still being confirmed.

1. Stay away from hazardous equipment. If you smell gas, do not use a flame or operate electrical switches.
2. Once safe, report the building, room number, time and current situation.
3. Say whether emergency services or the utility provider have been contacted and whether follow-up access needs arranging.

Waste collection, shared facilities, visitors and deliveries depend on the area, building and contract. Check the guide for your property; a short visit and an overnight stay are different arrangements. Ask in advance about additional occupants, early luggage drop-off or shared facilities whose use has not been confirmed.

1. Check sorting, collection days and the collection point. Confirm arrangements before disposing of bulky items.
2. Keep noise down at night and early in the morning, and follow smoking, pet and shared-area rules.
3. For a request, include your reservation number, dates, people or facility involved. For noise concerns, note the times and avoid confrontation.

Complete move-out and key return by 20:00 Japan time on your departure date, and submit the departure report and required photos in your account. Leaving the room and returning the keys are separate checks. Contact LIVIA promptly if you may be late or have left an item behind; an inquiry does not authorize an extension or re-entry.

1. Remove your belongings, dispose of waste as instructed, and check supplied items, doors and windows. Leave the property's items in place.
2. Keep a record of your departure time and the room's condition, and return keys as instructed. Do not include codes in photos.
3. For a delay, give your expected departure time. For a forgotten item, provide the reservation number, description and where it was last seen.

Use the sign-in page for your role. A sign-in error does not cancel an application, payment or saved record.

1. Check your verified email and account; use account recovery if needed.
2. Contact LIVIA if access is denied; do not borrow another account.

First check the workspace record, notification preferences and mail status. Provider acceptance and inbox arrival are different states.

1. Check spam, your registered address and notification topics.
2. Do not repeat a payment or application because of a missing email. Tell staff the notice type and time.

Follow the format and size shown beside the upload field. Do not paste identity documents or key codes into AI questions.

1. Keep the original, check your connection and refresh the saved status before retrying.
2. If needed, contact staff with the format and error shown, covering unnecessary information.

Refresh the latest record first. A timeout proves neither success nor failure of saving, payment or refund.

1. Keep your entries and displayed reference; avoid repeated submissions.
2. If the result is unclear, contact LIVIA with the message shown and the time of your attempt.

LIVIA must review individual amounts, liability, contracts, cancellations, refunds and access. AI guidance does not open a case or send a message.

1. Prepare the time, current state and requested help, then review and send the enquiry form.
2. For immediate danger, reach safety and contact emergency services without waiting for AI or a web reply.