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FAQ

Questions about your stay

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

Queries

1.Payment

Please pay the room charge collectively at check in.

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

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.

A charge is added to accommodation costs in hotels and Japanese-style inns in the following regions.

[Tokyo]
- 10,000 yen (inclusive) to 15,000 yen (exclusive) a night per person (service charges included/tax excluded) 100 yen
- 15,000 yen or more a night per person (service charges included/tax excluded) 200 yen
*Accommodation cost of less than 10,000 yen is not subject to taxation.

[Kyoto]
- Less than 20,000 yen a night per person (service charges included/tax excluded) 200 yen
- 20,000 yen (inclusive) and 50,000 yen (exclusive) a night per person (service charges included/tax excluded) 500 yen
- 50,000 yen or more a night per person (service charges included/tax excluded) 1,000 yen
*It is applicable from October 1st, 2018.
*Conductor and participants of school events such as field trips do not need to pay tax.

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

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2.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.

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.

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.

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.

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

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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3.Check-in / Check-out

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

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.

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.

Hotel's contact address:

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4.Stay and 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.

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

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.

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

At hotel branches except for Aoyama and Ginza
We conduct "simplified cleaning" everyday for guests staying for 6 or less nights. It does not include bed-making or cleaning of bathrooms/rooms.
"Simplified cleaning": Replacement of towels, nightwears and tooth brushes, and collection of trash from trash boxes.
- We conduct "room cleaning" once a week instead of "simplified cleaning" for guests staying for 7 or more nights.
"Room cleaning": Bed-making, replacement of towels and nightwears, replenishing of amenities, cleaning of rooms and collection of trash from trash boxes.

* The new cleaning rules at Tokyu Stay Kyoto Ryogaemachi-Dori will be enforced on December 19, 2018.
Please note that the new cleaning rules will apply to the stay for which a reservation was, or will be, made on or after October 1, 2018.

At Aoyama and Ginza hotel branches
- Guests can choose "simplified cleaning" or "room cleaning."
"Simplified cleaning": Replacement of towels, nightwears and tooth brushes, and collection of trash from trash boxes.
"Room cleaning": Bed-making, replacement of towels and nightwears, replenishing of amenities, cleaning of rooms and collection of trash from trash boxes.

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.

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, Suidobashi, Nishi-shinjuku, Shinjuku, Kyoto Ryogaemachi-Dori, Kyoto Shinkyogoku-Dori, Sapporo, Sapporo-Odori, and Fukuoka-Tenjin.
* Please contact the respective hotel branch directly for these types of rooms.

Hotel's contact address:

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.

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.

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

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

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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5.Baggae

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.

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.

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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6.Hotel facilities

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.

Yes, there are vending machines in all hotels.

Please ask at the front desk. Cleaning fee is deferred payment.

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.

No, we do not have a meeting room.

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, Kyoto Ryogaemachi-Dori, Takanawa, Sapporo, and Hakata hotel branches.
* At the Takanawa, Kyoto Ryogaemachi-Dori Kyoto Ryogaemachi-Dori, Sapporo, Sapporo-Odori, Hakata, and Fukuoka-Tenjin hotel, smoking is prohibited in all guest rooms.

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7.Other Services

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

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.

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

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

We are sorry but we do not offer room service.

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

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

* Hotels that have parking space are “Tokyu Stay Shibuya”,“Tokyu Stay Yotsuya” and “Tokyu Stay Sapporo” 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.

Hotel name Parking fee per night Number of parking spaces
Tokyu Stay Shibuya ¥1,500 4
Tokyu Stay Yotsuya ¥1,500 5
Tokyu Stay Sapporo ¥1,500 14(No external lending)

*Hotels that have parking space are “Tokyu Stay Shibuya”,“Tokyu Stay Yotsuya”and “Tokyu Stay Sapporo” 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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