FAQ Lists
1.Payment
1-1 When do I pay for my room fees?
Guests are to pay their room fee in full upon checking in.
1-2 Can we use a credit card?
We accept Visa, MasterCard, American Express, JCB, UnionPay
1-3 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.
1-4 Do you charge an accommodation tax?
Accommodation tax is charged according to the accommodation fees, depending on the region. Please see the web page below for details.
1-5 Can you exchange foreign currency?
Only some locations can exchange foreign currency to Japanese yen. Please use the foreign currency exchange machines. Other locations do not handle foreign currency exchange.
1-6 Can you issue a certified receipt?
A certified receipt can be issued at the respective hotel at the time of checkout, if you are paying at the hotel.
2.Reservation
2-1 I didn’t receive an e-mail regarding the confirmation, change, or cancellation of my 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.
2-2 How can I view, change, or cancel my reservation?
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.
2-3 How far in advance can I make a reservation?
Generally, reservations can be made up to 12 months in advance, counting the current month as the first month.
2-4 Can I be put on a waiting list for a room?
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.
2-5 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.
2-6 Can I check the information for my reservation and see a list of previous reservations?
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.)
3.Check-in / Check-out
3-1 What time is the check in and check out?
You can check in anytime after 15:00 and check out by 11:00.
3-2 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.
3-3 Can checkout time be extended
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.
3-4 How do I check in using a QR code?
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.
4.Stay and Rooms
4-1 Are non-smoking rooms available?
Non-smoking rooms are available.
All guest rooms and public spaces are non-smoking except for the following hotel branches.
Gotanda, Tsukiji, Nishi Shinjuku, and Shibuya Shin Minamiguchi
Some of our branches are now under renovation to convert to non-smoking hotels. Follow the link to the detailed schedule.
See details.
4-2 Do you have a safe in the room?
Our rooms are equipped with a safe for your personal use.
4-3 What equipment and furnishings are available in the guest rooms?
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.
4-4 What amenities are available in guest rooms?
Bath towels, face towels, bath mat, hand soap, shampoo, conditioner, body soap, toothbrush sets, and nightwear are available for guests to enjoy.
4-5 How often are the rooms cleaned during long-term stays?
– For multiple-night stays
“Simple cleaning” is done on request.If you want this service, please hang the notification outside your door.
Simple cleaning includes: changing face towels, bath towels, bathmat, and nightwear, and emptying trash cans.
– For guests who are staying seven nights or more
In addition to the simple cleaning, “Room cleaning” will be done once a week.
Room cleaning includes: making the bed, changing towels and nightwear, replenishing in-room equipment, cleaning the room, and emptying trash cans.
4-6 Is Internet access provided for guests?
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.