Frequently asked questions

HIVEN is a premium lifestyle platform for monthly and long-term stays in Tokyo — not just a booking grid. We curate move-in-ready homes and help guests settle into Tokyo life.

You can search and book furnished monthly mansions online — including guests who need multilingual support for long stays.

HIVEN fits guests who need:

• A stay of about one month or longer (29+ nights) in Tokyo as a foreigner or returning resident
• English, Korean, or Japanese UI when searching Japanese monthly mansions
• Furnished homes without navigating a traditional Japanese lease alone
• A base in Kinshicho now, with more Tokyo districts next

The HIVEN website supports eight UI languages, including Korean, English, Japanese and Chinese. You can switch language on the site; signed-in guests can save it in account settings.

We also provide bilingual-oriented concierge guidance for long stays. Booking, payment and My bookings follow your selected language.

HIVEN guest products fall into two lines:

• Residence (long-term) — 29+ nights. Monthly billing from check-in. A listing may charge a Deposit at booking; if not, the card is registered and verified costs may still be billed to it. This is the default public guest path today.
• Stay (short, 1–28 nights) — coming soon. There is no public booking path yet. When it opens it will be paid in full at checkout, with no deposit or monthly subscription.

Search can show Stay and Residence lanes. Stay is coming soon and cannot be booked yet. Residence (29+ nights) is the current public guest booking path.

Residence bookings start at 29 nights or more. Stay is coming soon, so shorter public bookings are not available yet. Adjust your checkout date, or wait until Stay opens.

Listings show guidance such as “29 nights or more required.” Night limits follow HIVEN’s product policy and are confirmed at checkout.

Residence homes are built for move-in readiness: furniture, appliances, basic essentials and internet are typically included as described on the listing.

Floor area, bedrooms, parking, pets and similar rules are confirmed on each property page and in HIVEN Guides.

When you search Stay for roughly 14+ nights, we may show a comparison between that Stay total and Residence list monthly rent for the same period.

It is a reference only. Residence still requires 29+ nights, a deposit and monthly billing. Final amounts are always those shown at checkout.

1. On Search, choose district, check-in, check-out and guests
2. Review conditions, price and inclusions on the listing
3. Continue with Reserve, or start with deposit when the listing has one
4. Complete Stripe payment to confirm the booking
5. In My bookings, complete identity verification and check-in prep

The full flow can be completed online on HIVEN.

Residence payment structure:

• At booking — when the listing has a Deposit, it is charged on your card via Stripe (refunded later when eligible). If there is no Deposit, Unconfirmed checkout registers your card only
• At check-in — first month’s rent on the same method
• During the stay — monthly billing until scheduled checkout

Even with no Deposit, verified costs such as unpaid rent, damage or loss, unreturned keys or access cards, and extra cleaning may be billed to the registered card. Ordinary wear is not charged.

Exact amounts and schedule are shown at checkout and in booking details. Card updates and invoices are available via the Stripe customer portal linked from My bookings.

The security deposit secures amounts that may arise during the stay, including but not limited to unpaid rent; damage or loss of the room, furniture, or amenities; unreturned keys or access cards; and extra cleaning or restoration that is the guest’s responsibility. It is not rent.

Ordinary wear from normal use is not a deposit claim.

After checkout, unused deposit is refunded when there is no approved claim and other refund rules do not restrict a refund. Only verified costs are charged; if they exceed the deposit, the excess may be billed to the card on file.

If the listing has no Deposit, those same verified costs may be billed to the registered card.

• Billing terms (Residence)
• When is the security deposit returned?

After checkout, unused deposit is settled and refunded when eligible. Approved damage or other claims may be deducted from the deposit.

Cancellations or date changes within 15 days of check-in may incur a Cancellation charge on the registered card, based on Occupancy check-in charge. Review the cancellation schedule at checkout before you pay or register a card.

• Billing terms (Residence)
• What is the security deposit used for?

Yes. Search reflects live availability for your selected dates. HIVEN uses server-side availability checks and locking so the same unit is not double-booked.

If nothing appears for your dates, try adjusting dates or searching another district or room type.

Payments run through Stripe. Major credit and debit cards are supported. Residence monthly charges and deposit settlement use the registered card.

Update cards and view invoices in the Stripe customer portal linked from My bookings.

Yes. After your booking is confirmed, complete identity verification in My bookings before check-in. Most verifications finish within a few minutes.

If you have companions, each guest may need to complete verification. You can share companion links from My bookings.

Depending on guest type you can choose:

• Foreign passport — visitors and overseas residents
• Japanese domestic ID — residents in Japan

Sensitive documents such as My Number cards show extra warnings. Verification runs through approved Stripe Identity flows.

Typical flow:

1. Booking confirmed and payment completed
2. Complete KYC in My bookings
3. Review check-in instructions (access, keys, timing)
4. Arrive on check-in day; first month’s rent may be charged when applicable

Self check-in or staffed arrival may vary by property and operations policy.

Now you can search and book in Kinshicho. Next: Minato, Shibuya, Meguro and Ginza — named for expansion, not yet in search.

• Now: Kinshicho — search and book
• Next: Minato — Roppongi, Azabu, Shirokane
• Next: Shibuya — culture and transit
• Next: Meguro — residential living
• Next: Ginza — shopping and business

1. Search Kinshicho listings

HIVEN Residence is similar to a furnished Japanese monthly mansion (家具付きマンスリー): long-stay, move-in-ready housing.

HIVEN adds online search, live availability, Stripe payments, multilingual UI and check-in KYC in one platform — aiming for flexible 29+ night stays rather than a traditional brokerage lease alone.

Yes. HIVEN is designed for foreigner-friendly long stays: multilingual site, payments, identity verification and guest guidance. Residents in Japan and overseas visitors can book.

Visa, residence status and local administrative filings remain the guest’s responsibility — confirm the status that matches your stay purpose.

Cancellation depends on days until occupancy check-in. Close-in windows may add a Cancellation charge on the registered card, based on Occupancy check-in charge.

Cancellations or date changes within 15 days of check-in may incur a Cancellation charge on the registered card. Final rules are in the Terms, Billing terms and checkout notices.

• Terms
• Billing terms (Residence)

Before occupancy check-in, a date change is allowed only when check-in is 15 days or more away. Closer than that, review the cancellation schedule at checkout.

Adjusting below the Residence minimum may require switching product type. Contact My bookings or support to change checkout.

See the official documents:

• Terms
• Billing terms — Residence
• Privacy policy

FAQ is a summary for understanding; the legal documents take precedence.

Contact HIVEN support with your booking number, property name and planned check-in. Corporate or group long stays can use the corporate inquiry form.

For urgent check-in or payment issues, start with the guidance in My bookings.

1. Open My bookings