This guide is designed to help Tenants prepare for long public holidays (such as Lunar New Year or Chuseok) when EnkoStay and other services may have limited operations.
Author: Enkostay Operations Team
Last Updated: January 15, 2026
1. Service Operation Status
| Normal Operation | Limited Support | Non-Operational |
|---|---|---|
Check-in / Out Possible regardless of holidays, as per the Lease Agreement. | Guest Support Requests accepted via [Help Center], processed sequentially on business days. | Contract Changes Processing of extensions or date modifications is suspended. |
Payments Automated rent payments and billing proceed as scheduled. | Urgent Issues Priority review for safety, crimes, disasters, or critical check-in issues. | Refunds / Disputes Internal review and formal processing only on business days. |
AI Chat Support Available 24/7 for general policy and procedure inquiries. |
|
2. 💳 Payments & Contract
Q. Will my rent payment be processed during the holiday?
Yes. Automated payments and billing proceed according to the pre-notified schedule, regardless of whether it is a weekday or a public holiday.
Q. Can I change my contract dates during the holiday?
You can submit a request, but actual processing (extensions/modifications) will take place sequentially starting from the next business day. We recommend discussing changes with your Host and contacting us before the holiday starts.
3. 🏠 Check-in & Stay
Q. What if I have trouble during check-in?
First, contact your Host directly via the Platform's 1:1 message. Ensure you have checked your Move-in Guide sent by email for the latest door codes and self-check-in info.
Q. What if the Host is unreachable?
The Host is the primary manager of the Stay. We strongly recommend getting a second contact point (e.g., email, messenger) from your Host before the holiday starts. EnkoStay may attempt to mediate in emergencies during limited support hours, but assistance may be limited depending on the Host's responsiveness.
Q. How do I report maintenance or noise issues?
Please message your Host directly. For official disputes or claims, you may submit a form, but formal reviews will begin on the next business day.
4. 💡 Tips for a Smooth Holiday
✅ Check Door Codes in Advance!
Double-check your entrance and room passwords 2-3 days before your move-in date.
✅ Secure a Second Contact Point!
Ask your Host for an alternative way to reach them (like WhatsApp or Email) in case the app notifications are delayed during the festive season.
✅ Use the Help Center Documents!
Most answers regarding System usage and policies can be found in our Help Center articles. It’s the fastest way to get information when agents are away!