Frequently Asked QuestionsThose are common inquiries & questions from our international customers. If you need assistance at the time of move-in or during your stay, please refer to the following.

videocamVideo regarding Common Courtesy

This video introduces common courtesies in Japanese society. Please be sure to check it before moving in so that you can avoid any troubles with your neighbors.


Apartment Use Service Guide

Our Service Guide explains important reminders, such as how to use the room facilities and how to cancel the contract etc. If you need any assistance, please refer to our Service Guide first of all.


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  2. Washroom

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There's no water after I woke up this morning, what is the cause?
Please check and follow this guidance. more
The toilet door key has been locked from the inside. What should I do?
In rare cases, the door may lock due to the impact of closing the door. more
Why is there a "always ventilated" indication on the toilet fan switch?
Some buildings have a "24-hour ventilation system" in which outside air flows in through the ventilation opening on the balcony side (entrance side) and the outside air flows out using the ventilation fan of the toilet. more
How can I drain the toilet? (Hokkaido)
Make sure the temperature around the bathroom does not drop below freezing and warm the bathroom. If you cannot, drain the toilet and prevent freezing. more
The light bulb in the bathroom has burned out. What should I do?
Please check the following. more
There is no laundry pipe in the bathroom. What should I do?
In rooms with bathroom ventilation dryers, laundry pipes for drying clothes are installed in the bathroom. more
The bathroom drain lid (plate) has broken. What should I do?
Please contact us through the "Inquiry Form" or contact the Service Center to arrange replacement. more
It smells from the drain of the bathroom. What is the cause?
Please check the following. more



For those who are currently living in Leopalace apartment, please use the following form to send us the inquiries about your daily life.

Inquiry form

Inquiries by phone

Telephone inquiries are also available at the following numbers.


(Business hours:10 a.m.-6:30 p.m.)

Available languages are Chinese, Korean, English, Portuguese, and Vietnamese.

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