TOP  FAQ

Questions about your stay

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

Queries

1.Payment

Guests are to pay their room fee in full upon checking in.

We accept Visa, MasterCard, American Express, UC, TOP&CARD, JCB, UnionPay and Diners Club Card.

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.

Accommodation tax is charged according to the accommodation fees, depending on the region. Please see the web page below for details.

About Accommodation tax

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

A certified receipt can be issued at the respective hotel at the time of checkout, if you are paying at the hotel.

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2.Reservation

If your e-mail provider or client is configured to filter out junk e-mail by only allowing specified domains, please add "@smartclub.tokyu-rs.co.jp" to the list of permitted domains, and try receiving again. Also, please check your “Junk,” “Spam,” or “Trash” e-mail folders, just in case. Note that some cellphone e-mail addresses may not be able to receive our e-mails.

1. Click the link below if you wish to view, change, or cancel a reservation made on May 8, 2022 or earlier.
Reservation inquiries, changes, and cancellations

2. Click the link below if you wish to view, change, or cancel a reservation made on May 9, 2022 or later.
- Those who have completed their member registration on the new website can confirm their details via “My Page”.
- If you have not completed your member registration, be sure to check your reservation confirmation e-mail.

Generally, reservations can be made up to 12 months in advance, counting the current month as the first month.

We’re sorry, but we do not offer a waiting list for upcoming room availability. Please use our official app, visit our official website, or contact us by phone to inquire about vacancies.

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.

To view, change, or cancel your existing reservations or to view past reservations, please log in as a member using our official app or via our official website. (Note that when you make a reservation by phone, this is not reflected on the app or on our website.)

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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.

Although the standard checkout time is 11:00 a.m., you may opt to extend this time by paying an additional fee. Please contact the front desk in advance for extensions. Also, be aware that we may not be able to accommodate your extension request if our rooms are fully booked. We appreciate your understanding.

For customers who have enrolled as members, access the QR code from your reservation history on “My Page,” and tap the QR code onto the automated check-in terminal at the front desk.
If you have not yet enrolled as a member or if you made your reservation using a third-party website, click on the link in your “Reservation Confirmation” e-mail to show the QR code for check in.
* Some third-party websites do not issue QR codes.

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4.Stay and Rooms

Yes, they are available. Please select a non-smoking room when making your reservation. Also note that even if non-smoking rooms are unavailable online, we may still have some available, so please inquire in advance.
* All rooms are non-smoking at our following facilities: Takanawa, Kyoto Sanjo-Karasuma, Kyoto Sakaiza, Sapporo, Sapporo-Odori, Hakata, Fukuoka-Tenjin, Kanazawa, Okinawa-Naha, Osaka-Hommachi, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu.

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

Internet access (LAN and Wi-Fi), TV, separate air conditioner, refrigerator, electric kettle, hairdryer, humidifier/air purifier, safe deposit box, telephone (for in-hotel calls), note pad, hangers, slippers (including disposable slippers), shoehorn, shoe polishing sheets, and toilet with warm-water washlet feature. Some rooms also include a washing machine/dryer combo, microwave oven, kitchenette (with IH cooking heaters), and trouser press.

Bath towels, face towels, bath mat, hand soap, shampoo, conditioner, body soap, toothbrush sets, and nightwear are available for guests to enjoy.

(1) For all hotels excepting Aoyama Premier and Ginza:
- Limited housekeeping service is provided every day in rooms for guests who are staying six nights or less. With this service, the beds will not be made; and cleaning will not be done in the shower/bath room or in the guest room.
Limited housekeeping includes replacing face towels, bath towels, bath mats, nightwear, and toothbrush sets, and emptying the trash receptacles.
* Additional room cleaning and linen replacement are available for an extra charge. Contact the front desk for details.

- Room cleaning will be done once a week in rooms for guests who are staying seven nights or more. Limited housekeeping will not be offered.
Room cleaning includes: making the bed, changing towels and nightwear, replenishing in-room furnishings, cleaning the room, and emptying the trash receptacles.
* Additional room cleaning and linen replacement are available for an extra charge. Contact the front desk for details.

(2) For Aoyama Premier and Ginza:
The following housekeeping options are available for our guests:
Limited housekeeping: changing the towels, nightwear, and toothbrush sets, and emptying the trash receptacles.
Room cleaning includes: making the bed, changing towels and nightwear, replenishing in-room furnishings, cleaning the room, and emptying the trash receptacles.

All guest rooms have free access to the Internet via high-speed LAN (connection via cable) and Wi-Fi. Visit the front desk if you need to borrow a LAN cable, available free for use. Guests must provide their own personal computers or other communication devices to connect to the Internet.

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, Kyoto Sanjo-Karasuma, Kyoto Sakaiza, Sapporo, Sapporo-Odori, Fukuoka-Tenjin, Kanazawa, Okinawa-Naha, Osaka-Hommachi, and Hida-Takayama Musubi no Yu.
* Please contact the respective hotel branch directly for these types of rooms.

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.

- The price for children who are of elementary school age or older is the same as the adult rate (excepting certain plans).
- No additional fees are required for children under elementary school age who are sleeping in the same room along with their parents. When making your reservation, only include the number of adults staying, excluding children.
- Children who are of elementary school age or older should be counted as adults.

Some facilities do feature amenities for children. Contact the facility in question for details.

Some facilities do feature amenities for children. Contact the facility in question for details.

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 inquire with the front desk. This service is payable after use.
* This service is not available at the Kanazawa, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu hotels.

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.

Guests are allowed to smoke if their room is specified as a smoking room. Smoking is not allowed in any other common-use area on the premises.
The following facilities offer smoking booths in the common-use areas: Aoyama Premier, Shimbashi, Shinjuku, Takanawa, Kyoto Sanjo-Karasuma, Kyoto Sakaiza, Sapporo, Sapporo-Odori, Hakata, Fukuoka-Tenjin, Kanazawa, Okinawa-Naha, Osaka-Hommachi, Hida-Takayama Musubi no Yu, Hakodate-Asaichi Akari no Yu.
* All rooms are non-smoking at our following facilities: Takanawa, Kyoto Sanjo-Karasuma, Kyoto Sakaiza, Sapporo, Sapporo-Odori, Hakata, Fukuoka-Tenjin, Kanazawa, Okinawa-Naha, Osaka-Hommachi, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu.

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7.Membership system

To apply for membership, visit the "CREATE AN ACCOUNT" page on the official app or on our official website.

Any member information registered prior to the official website renewal on May 8, 2022 will not be carried over beginning May 9, 2022. We regret the inconvenience, but we ask that you please register your member’s information again at the following web page.
Click here for new member registration

Membership application fees and yearly membership fees are not charged. This program is offered free of charge.

No, you will need to register your e-mail address when applying.

You will need to reset your password by clicking on the "Forgot your password?" button on the login screen of "My Page" for members. Please be aware that for purposes of protecting our members’ personal data, we cannot look up your member’s password if you have lost or forgotten it.

Member information can be changed from "My Page".

From "My Page", go to "Delete Account" and follow the instructions shown. Note that your membership is not canceled if you simply delete the app operated by our company from your smartphone or other digital device.

Please apply for membership by installing and using our official app, or by accessing our official website. A QR code for downloading the app is also available at the front desk.

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8.Official app

For iPhone devices: install the app from the App Store.
For Android devices: install the app from Google Play.

Check the network environment that your device is using. Move to a location where the signal is better, and try installing the app again. Also, check the remaining storage capacity on your device. You may need to delete or clean up any unnecessary data to free up storage space for the app. Also, note that this app cannot be used on certain smartphones.
* Recommended operating environment: iOS 13 or later, or Android 6 or later

This generally occurs when there isn’t enough memory available on your device. Close all apps that are running, and then try launching the app again. The problem also might be resolved by reinstalling the app. Update the app to the latest version from the App Store or from Google Play.
* The app may not launch properly on certain devices. This problem may also occur if your network connection is unstable. Try again in a place where the network connection is better.
* If your telecommunications provider sets a limit on packet transmission, this may slow down the display time in the app.

Japanese and English are supported. You can also download this app while you are overseas.

The app displays using your device’s language settings by default. You can change the language from "My Page".

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

Parking is only available at the Shibuya, Yotsuya, Sapporo, Sapporo-Odori, Okinawa-Naha*1, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu*2 hotels. Note that parking capacity is limited. Please contact us in advance if you plan to use the parking lot.
Parking is unavailable at other hotels not listed above, so please park in a nearby coin parking lot (reservations unavailable).
*1 For the Okinawa-Naha hotel
*2 For the Hakodate-Asaichi Akari no Yu hotel

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* "QR Code" is a registered trademark of DENSO WAVE INCORPORATED.