I followed the instructions for picking up the key at a near by convenience store - this probably functions perfectly in most cases, but the code that I had received for the machine did not work. In this case I received extremely poor help from the host who refused to take calls & wanted to only communicate via texting. I had already tried entering the same code more than 20 times for over half an hour, called to different assistance phone numbers for the key-system etc. Everyone kept telling me to enter the same code, so this took more than an hour inside Family mart. A very unfortunate experience after 30 hours of travelling & I was very disappointed with the customer service. Furthermore, on my second day of the stay, someone had been inside the apartment while I was outside. This was uncomfortable, mostly because they had also left a window open and not locked the door properly afterwards. I wish I could have left a better review for this place as it has great amenities & the location is perfect just 2 minutes walk from Shimokitazawa station.