FAQ

FAQ

Payment

1. When should we pay for the room charge?

Please pay the room charge collectively at check in.

2. Can we use a credit card?

We accept VISA, MasterCard, American Express, UC, TOP&CARD, JCB, and Diners Club cards.

3. Can I pay for the room charge by transfer to your bank account?

Yes, however we only accept payment in advance via bank transfer.
Please contact us for our hotel's bank account information.
Also, please let us know if you need an invoice.

4. Is the Tokyo accommodation tax additionally charged?

Yes, it will be additionally charged to your room charge for staying at a hotel in the Tokyo Metropolitan area.

* The accommodation tax is not levied on room rates under 10,000 yen.

-For the room rate of 10,000 to 14,999 yen per person per night (service rate included, consumption tax not included): 100 yen

-For the room rate of over 15,000 yen per person per night (service rate included, consumption tax not included): 200 yen

5. Can you exchange currencies?

We are sorry but we do not offer a foreign exchange service. Please ask us for information on nearby banks.

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Reservation

1. I forgot my login password for online reservation.

On the reservation/login page, please click Forgotten Your Password and then enter the e-mail address and telephone number you registered. A login ID and password will be sent to your registered e-mail address.

2. I cannot login.

Please click Forgotten Your Password and then enter the e-mail address and telephone number you registered. A login ID and password will be sent to your registered e-mail address.

3. I cannot change the member information.

On the reservation/login page, please click Confirm/Amend/Cancel reservation, and then enter your login ID and password, or your reservation number and registered e-mail address. You can confirm, change, or cancel your reservation.

4. How far in the future can I make a reservation from the official website?

As a general rule, you can make a reservation up to six months in advance including the current month. You can also call the respective hotel branch to make a reservation.
Reservations for the Kyoto Ryogaemachi-Dori hotel can be made up to nine months in advance.

5. Is there a waiting list for the rooms?

No, we do not have a waiting list. Please call us or check our website for room availability.

6. What are the cancellation policies?

The cancellation fees are set as follows: 100 % for NO-SHOW or cancelling on the day, 80% for cancelling the day before, and 50% for 2 days prior
For a group of more than 15 people, there is a cancellation fee from 20 days prior to the date. 20% for 10 days prior, and 10% for 20 days prior.

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Checking in / Checking out

1. What time is the check in and check out?

You can check in anytime after 15:00 and check out by 11:00.

2. What should I do if I am late for the check in time?

Please call the hotel if you are arriving after 22:00. Our front desk is open 24 hours.
If you have not called us by mid-night (0:00 AM), your room may be cancelled.

3. Do you accept late check out?

Yes. The standard check out time is 11:00, but you can check out late.
Please note that when the hotel is fully booked, you may not be able to check out late.
Please contact the front desk beforehand. There will be an additional charge for the late check out.
50% of room charge shall be charged if stay until 1:00 PM.
100% of room charge shall be charged if stay after 1:00 PM.

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Stay and Rooms

1. Are there no smoking rooms?

Non-smoking rooms are available. When you make a reservation on this site, please select a non-smoking room. Even if non-smoking rooms are not available at the time of reservation, we may be able to arrange a non-smoking room for you, so please contact us in advance.

2. Do you have a safe in the room?

Our rooms are equipped with a safe for your personal use.

3. What is the room equipped with? (Refrigerator, etc)

Our rooms are equipped with a flat-panel TV, internet connection (LAN & Wi-Fi), an air purifier with a humidification function, a refrigerator, a room air conditioner, a bidet toilet seat, a hair dryer, a safe, hangers, a notepad, and a shoehorn.
In certain types of rooms, a washer/dryer combo, kitchenette (IH stove top), a microwave oven, and a trouser press may also be available.

4. What amenity goods are provided in the room?

Bath towels, face towels, body soap, shampoo, conditioner, a bath mat, toothbrushes, hand soap, and nightwear are provided.

5. What are the cleaning policies for a long stay?

At hotel branches except for Aoyama, Ginza, and Kyoto Ryogaemachi-Dori

● For guests staying up to 6 nights, we provide LIMITED HOUSEKEEPING services which include

- emptying trash cans, replacing towels, bath mats and dental kits.

Limited housekeeping does NOT include - dusting, vacuuming, making beds and cleaning the bathroom.

● For guests staying 7 nights and more, we provide FULL HOUSEKEEPING services which include

– changing linens, towels and bath mats, replenishing bathroom supplies, making beds,

dusting and polishing furniture, vacuuming floors and cleaning the bathroom.

At Aoyama, Ginza, and Kyoto Ryogaemachi-Dori hotel branches

● The following housekeeping options are made available to our guests:
LIMITED HOUSEKEEPING which includes

- emptying trash cans and replacing towels, bath mats and dental kits.
FULL HOUSEKEEPING which includes

- changing linens, towels and bath mats, replenishing bathroom supplies, making beds,
dusting and polishing furniture, vacuuming floors and cleaning the bathroom.

6. Can we use the internet?

All rooms are provided with free high-speed wired LAN/wireless LAN (Wi-Fi) internet connection services.
LAN cables are available at the front desk at no extra charge.
Please bring your own computer.

7. Can we have three people in one room?

At some of our branches, 3-person rooms are also available.

• Triple rooms (with 3 beds) are available at:
Tokyu Stay Shibuya, Monzen-nakacho, and Yotsuya.

• Twin rooms with an extra bed are available at:
Tokyu Stay Kamata, Meguro-Yutenji, Nihombashi, Yoga, Gotanda and Suidobashi.

* Please contact the respective hotel branch directly for these types of rooms.

Please see this page for telephone number

8. Can I share the bed with my child?

Children 5 years of age or younger can share the bed at free of charge.
Children 6 years of age or older will be charged as adult.

9. How much is the room charge for children?

If children require beds, adult rate is to be applied.
If children who are younger than 6 year-old, are sharing the bed with adults in the same room, no additional fee is charged.

10. Do you have any amenity goods for children?

We are sorry but we do not have any amenities for babies or children.

11. Do you have a baby crib?

We are sorry but we do not have any baby cribs.

12. Can we stay with our pets?

We are sorry but pets are not allowed in our hotel.
However, guide dogs, service dogs, or hearing assistance dogs can stay in the room. Please ask at the front desk.

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Baggae

1. Can we use the delivery services from the hotel?

At the front desk, we accept packages to be transported by Yamato Delivery Service, either paid by the shipper or billed to the consignee.
Please ask for a delivery slip, fill it in with the consignee’s address, and hand it to our staff.

2. Can you keep baggage before check in or after check out?

If you arrive at our hotel before the check-in time, we can store your baggage at the front desk. After you check out, we can also store luggage for that day. Please feel free to ask about this service at the front desk.
Please note that we cannot store valuables or breakable items.

3. Can I send my baggage to the hotel before check in?

We will accept your baggage. When you send your baggage, please write your name and the date of check-in on the delivery slip. Please note that we cannot be responsible for any valuables or breakables. We cannot accept consignee-billing or cash-on-delivery baggage.

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Hotel facilities

1. What items are available?

A trouser press, LAN cable, a mobile phone charger (for iPhone/Android), an iron (with an ironing board), and a DVD player are available at the front desk at no extra charge.
The number of these items is limited, so please make your request as early as possible.

2. Are there vending machines?

Yes, there are vending machines in all hotels.

3. Do you have laundry services?

Please ask at the front desk. The service fee is required in advance.

4. Is there a restaurant in the hotel?

There is a restaurant in certain hotel branches.
At the hotel branches without a restaurant, we can assist you with finding a restaurant near the hotel, so please do not hesitate to ask at the front desk.

5. Is there a meeting room in the hotel?

No, we do not have a meeting room.

6. Can we smoke in the room or hotel?

You can smoke in the smoking guest rooms. Smoking is prohibited in any other shared spaces.
A smoking booth is provided aat Aoyama Premier, Shimbashi, Shinjuku, and Kyoto Ryogaemachi-Dori hotel branches.
* At the Kyoto Ryogaemachi-Dori hotel, smoking is prohibited in all guest rooms.

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Other Services

1. Are there any English-speaking staff?

An English-speaking staff member is available at all times.

2. Is there a curfew?

There is no curfew.
Our hotel guests can enter with their card key. A system is in place that only allows the guests of our hotel to enter the guest room floors, so please feel secure at night.

3. Can we bring food and drinks from outside?

Yes, you can.
Please use the refrigerator equipped in your room.

4. Is there a convenience store nearby?

Each hotel branch is located within a 5-minute walking distance from a convenience store. Please ask at the front desk for details.

5. Are there room services?

We are sorry but we do not offer room service.

6. Can we make photo copies?

You can make photocopies at the front desk. (Service charge required)

7. Do you have FAX services?

You can send facsimiles at the front desk. (Service charge required)

8. Do you have parking lot?

Only "Tokyu Stay Shibuya" and "Tokyu Stay Yotsuya" have parking spaces for the guests who come by car.
The number of car spaces is limited. Please contact us beforehand and make a reservation for the parking.

Hotel name Parking fee per night Number of parking spaces
Tokyu Stay Shibuya ¥1,500 4
Tokyu Stay Yotsuya ¥1,500 5

* Hotels that have parking space are “Tokyu Stay Shibuya” and “Tokyu Stay Yotsuya” Rest branches do not have, please help yourself find parking meter in the neighborhood.
We will not be able to book for you, please be noted.

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If you have any other queries other than listed above FAQ, please contact us from here.

Contact us

Information

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TOKYU STAY MOVIE

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