Overview:
Thank you for using AirHost.
Your inquiries are checked and addressed in sequence. If you do not receive a response within a few days during business hours from 9 AM to 5 PM on weekdays, please check your spam email settings.
Details:
First, please make use of our "Help" section!
We have prepared FAQs and various manuals, so you can find relevant pages by searching for terms like "cancel."
Before contacting us, please utilize the resources available here:
Methods of Contact
If you have any questions or concerns in the future, please feel free to contact us using the [Ask a Question] button located at the bottom right corner of the screen (green mark).
When contacting us, please be sure to include the following information:
AirHost Account Information
Email address used during account registration or account name
Detailed Description of Your Question
Include relevant details such as property name, room type, room number, reservation number, OTA account, etc. Also, please send the URL of the relevant page on the ONE management page.
Screenshots Showing the Issue (under 20MB) and URL of the Relevant Page on ONE
Screenshots of the screen where the operation is unclear, any error messages displayed, the OTA management screen status, etc.
Ensure that the image size does not exceed 20MB; if it does, we will not be able to review it, and you will need to resubmit it.
Please refrain from including multiple questions or reports in a single inquiry.
If you have a new question, please submit it as a separate inquiry.
For guidance on how to take and attach screenshots, please check here.
Request When Contacting Us
The number of inquiries with insufficient information is increasing!
Especially for OTA and Stripe management screens, our staff cannot log in and perform checks for security reasons, so without screenshots, we cannot proceed with the investigation. A lack of information can lead to delays in resolving the issue.
For swift resolution, please ensure thorough submission of information as mentioned in points 1) to 3). Be as specific as possible, including the OTA status, property name/room type/room number registered in ONE, reservation number, and the date and time the problem occurred.
Submitting multiple questions or issues in a single inquiry can significantly delay all investigations and verifications. Please make sure to submit each question or issue separately.
(Example)
Please share screenshots and URLs of the page/reservation where the issue occurred.
Business Hours
Our business hours are 9 AM to 5 PM on weekdays, but we strive to address inquiries on nights and weekends as much as possible. We cannot guarantee a response within 24 hours, but we will support your inquiries as quickly as possible.
Phone/Zoom Support
AirHost support desk primarily handles inquiries via email to quickly understand and resolve issues, and typically does not have staff available for phone support. We offer paid support via Zoom video chat if needed. If you are interested, please send your preferred date and time for the session (weekdays 9 AM to 6 PM; consultations after 6 PM are available). *Paid video chat support: 3,000 JPY/hour.