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See answers to many of the questions we often receive from our guests
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Tokyu Hotels
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Q1.
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In what ways do your brands - Tokyu Hotel, Excel Hotel Tokyu, Tokyu Inn, and Tokyu Resort - differ from one another?
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Reserving rooms for accommodation
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Q1.
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How can I reserve a room?
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Q2.
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From how many days before my intended stay can I make a reservation?
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Q3.
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Can I make a reservation by e-mail?
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Q4.
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Can I make a same-day reservation?
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Q5.
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For up to how many nights and how many rooms can I make a reservation?
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Q6.
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Can I make a reservation for different room types or plans at the same time?
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Q7.
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Can I be placed on standby?
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Confirming, changing, and canceling your room reservation
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Q1.
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How can I confirm my reservation?
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Q2.
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How can I change the contents of my reservation?
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Q3.
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How can I cancel my reservation?
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Q4.
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How much is the cancellation charge?
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Q5.
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Can I cancel by e-mail?
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Payment
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Q1.
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Can I use a credit card?
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Q2.
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Can I use a gift card issued by my credit card company?
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Vouchers
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Q1.
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Do you issue hotel gift cards?
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Q2.
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Can gift coupons issued by the Tokyu Hotel chain still be used?
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Q3.
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Can gift coupons issued by the Tokyu Inn chain still be used?
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Tokyu Hotels Comfort Members, a membership organization
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Enrolling
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Q1.
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What is Comfort Members?
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Q2.
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How can I enroll?
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Members' card
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Q1.
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I lost my members' card. What should I do?
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Q2.
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Do members' cards have an expiry date?
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Reservations made via the Internet
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Q1.
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I enrolled at a hotel but I can't log in to the reservation page on your website. What can I do?
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Q2.
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I can't log in to the reservation page on your website as I have forgotten the telephone number with which I enrolled. What can I do?
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Guest rooms
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Q1.
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Do you have non-smoking rooms?
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Q2.
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What kind of pillow is a Tempur pillow?
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Airline mileage
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Q1.
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Which airline mileage programs are recognized for the purposes of accruing mileage?
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Q2.
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What can I do to make a room reservation at a rate that is eligible for accruing mileage?
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The Internet connection environment
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Q1.
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Can I establish a high-speed connection to the Internet in my guest room?
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Q2.
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Can I have high-speed Internet access for use during meetings?
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Q3.
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What do I need to bring to access the Internet?
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Q4.
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Do you offer a public wireless LAN service (WiFi)?
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Handling of personal information
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Q1.
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What security measures do you employ to protect personal information?
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Q2.
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Do you use cookies?
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Q3.
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Can I request disclosure of my personal information?
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Q4.
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To whom should I direct any inquiries regarding the handling of personal information?
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Tokyu Hotels
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Q1.
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In what ways do your brands - Tokyu Hotel, Excel Hotel Tokyu, Tokyu Inn, and Tokyu Resort - differ from one another?
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A1.
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The concepts that define our hotel brands are as follows:
Tokyu Hotel = Luxury hotels that promise an elegant stay based on reliable and gracious hospitality.
Excel Hotel Tokyu = Superior hotels characterized by their refined, modern style.
Tokyu Inn = Standard hotels outfitted with functional space to support business guests.
Tokyu Resort = Resort hotels that promise exceptional comfort in settings removed from the hustle and bustle of daily life.
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Reserving rooms for accommodation
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Q1.
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How can I reserve a room?
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A1.
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You can reserve a room from the Tokyu Hotels website. Reservations for all hotels belonging to Tokyu Hotels are accepted twenty-four hours a day in real time.
Reservations can also be made over the telephone. Click here for more information.
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Q2.
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From how many days before my intended stay can I make a reservation?
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A2.
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Reservations made over the telephone can be made from one (1) year before your intended stay and reservations made via the Internet can normally be made from ninety (90) days before your intended stay. Click here for more details.
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Q3.
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Can I make a reservation by e-mail?
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A3.
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Unfortunately, we do not process reservation requests made by e-mail. Please contact a Reservation Center or the individual hotel at which you wish to stay or reserve via the Internet.
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Q4.
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Can I make a same-day reservation?
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A4.
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Yes, you can make a same-day reservation. Even in the event that there are no same-day vacancies available via the Internet, you may still be able to make a reservation by inquiring directly with the hotel at which you wish to stay.
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Q5.
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For up to how many nights and how many rooms can I make a reservation?
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A5.
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For each reservation made via the Internet, you can book up to five (5) rooms for up to ten (10) nights. Please telephone a Reservation Center or the hotel at which you wish to stay in the event that you wish to make a reservation for more rooms or for a longer period.
Please be advised that there would be some cases, depend on the decision of Hotel manager that the hotel will ask you to pay a deposit or clear the balance during your stay, especially for the stay more than two (2) nights.
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Q6.
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Can I make a reservation for different room types or plans at the same time?
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A6.
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Unfortunately, you will not be able to make a reservation for different room types or plans at one time via the Internet. In the event that you wish to make a reservation for different room types or plans, you are asked to follow the reservation procedures separately for each room type or plan.
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Q7.
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Can I be placed on standby?
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A7.
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Unfortunately, prospective guests cannot be placed on standby. Since the status of room vacancies change daily, you are asked to either telephone a Reservation Center or the hotel at which you wish to stay or check the status of room vacancies via the Internet.
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Confirming, changing, and canceling your room reservation
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Q1.
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How can I confirm my reservation?
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A1.
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You can confirm a reservation made via the Internet by going to the Reservation Confirmation & Cancellation page.
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Q2.
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How can I change the contents of my reservation?
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A2.
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You cannot make changes to your reservation via the Internet. To make changes, you can either make a new reservation and then cancel your current reservation or you can telephone a Reservation Center or the hotel at which you wish to stay.
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Q3.
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How can I cancel my reservation?
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A3.
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In the event that you made your reservation via the Internet, you can cancel by going to the Reservation Confirmation & Cancellation page.
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Top
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Q4.
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How much is the cancellation charge?
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A4.
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A prescribed cancellation charge (penalty) is levied when you cancel a room reservation. The rate of the cancellation charge is equal to a percentage of the full room rate. The cancellation charge is equal to 20% when your reservation is cancelled the day before your stay, 80% when cancelled on the day of your stay, and 100% where no steps to cancel your reservation is made before your stay. For more information on groups of ten (10) or more guests, inquire with the hotel at which you wish to stay.
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Top
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Q5.
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Can I cancel by e-mail?
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A5.
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Unfortunately, we do not process cancellation requests sent by e-mail. Please contact a Reservation Center or the individual hotel in question. In the event that you made your reservation via the Internet, you can cancel by going to the Reservation Confirmation & Cancellation page.
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Payment
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Q1.
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Can I use a credit card?
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A1.
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You can use any of the following cards: VISA, MASTERCARD, JCB, AMEX, Diners, DC, UC, UFJ Nicos, TOP, Saison, JAL, OMC, TS CUBIC, or AEON. Provided, however, that you are urged to confirm in advance as certain cards may not be accepted at certain hotels.
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Top
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Q2.
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Can I use a gift card issued by my credit card company?
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A2.
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You can use any of the following gift cards: VISA, JCB, Diners, DC, UC, UFJ Nicos, or Saison. Provided, however, that you are urged to confirm in advance as certain gift certificates may not be accepted at certain hotels.
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Vouchers
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Q1.
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Do you issue hotel gift cards?
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A1.
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We issue Tokyu Hotels Gift Cards that can be used at Tokyu Hotels locations nationwide.
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Top
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Q2.
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Can gift coupons issued by the Tokyu Hotel chain still be used?
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A2.
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As expiry dates were not set for these coupons, they can be used at Tokyu Hotels locations nationwide. (These coupons may not be accepted by certain hotels.)
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Top
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Q3.
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Can gift coupons issued by the Tokyu Inn chain still be used?
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A3.
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As expiry dates were not set for these coupons, they can be used at Tokyu Hotels locations nationwide. (These coupons may not be accepted by certain hotels.)
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Top
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Tokyu Hotels Comfort Members, a membership organization
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Enrolling
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Q1.
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What is Comfort Members?
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A1.
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Comfort Members is a membership service that can be used at Tokyu Hotels nationwide and is laden with such privileges as bonus points, special discounts, and a variety of different services offered to members. Click here for more details.
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Q2.
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How can I enroll?
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A2.
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Undertake the required enrollment procedures at a hotel at which you are staying.
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Top
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Members' card
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Q1.
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I lost my members' card. What should I do?
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A1.
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Please contact the Comfort Members Department. You will be reissued a card. Alternatively, you will be issued a new card on the spot if you explain your situation directly to a hotel when using their services. (Gold Cards are reissued by the Comfort Members Department only.) Provided, however, that you will, in either case, be charged a reissuance fee of 500 yen.
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Q2.
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Do members' cards have an expiry date?
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A2.
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They do not have an expiry date. Provided, however, that you will forfeit your current points total upon the lapse of two (2) years after the date on which you used your card last. In addition, you will lose your membership eligibility upon the lapse of three (3) years after the date on which you used your card last.
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Reservations made via the Internet
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Q1.
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I enrolled at a hotel but I can't log in to the reservation page on your website. What can I do?
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A1.
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If you enrolled at a hotel, you will have to wait approximately 10 days before you can log in to our website and make reservations. Please telephone a Reservation Center or the hotel at which you wish to stay if you would like to make a reservation during this period.
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Top
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Q2.
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I can't log in to the reservation page on your website as I have forgotten the telephone number with which I enrolled. What can I do?
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A2.
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Please contact the Comfort Members Department.
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Top
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Guest rooms
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Q1.
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Do you have non-smoking rooms?
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A1.
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Non-smoking rooms are available. Please indicate your preference when making a reservation. As the number of such rooms is limited, you may be unable to book such a room if all such rooms have already been booked or are otherwise unavailable.
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Top
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Q2.
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What kind of pillow is a Tempur pillow?
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A2.
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The Tempur material is a material that was developed by NASA to minimize the load placed on the bodies of astronauts. Tempur pillows are famous for enabling users to sleep comfortably by helping them to distribute their body weight and obtain an optimal sleeping position. They have been introduced to all 52 hotels operated by Tokyu Hotels. Click here for more information.
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Top
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Airline mileage
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Q1.
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Which airline mileage programs are recognized for the purposes of accruing mileage?
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A1.
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We have established partnership links with Japan Airlines, All Nippon Airways, and numerous overseas airlines and recognize a wide range of mileage programs that can be used at Tokyu Hotels. Click here to find out which airlines operate mileage programs that are recognized and can be used.
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Top
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Q2.
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What can I do to make a room reservation at a rate that is eligible for accruing mileage?
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A2.
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Telephone a Tokyu Hotels Reservation Center or the hotel at which you wish to stay when you wish to make a reservation using your mileage service. In addition, reservations for certain hotels can also be made via the Internet.
Click here for more information concerning mileage accrual.
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The Internet connection environment
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Q1.
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Can I establish a high-speed connection to the Internet in my guest room?
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A1.
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With the exception of certain hotels, almost all hotels offer in-room, high-speed Internet access. In-room Internet access is generally provided through LAN cables. Click here for more details.
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Top
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Q2.
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Can I have high-speed Internet access for use during meetings?
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A2.
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A connection environment is now provided for use during seminars, academic conferences, training sessions, meetings, presentations, and other such functions held in banquet halls or conference rooms. (Certain hotels excluded.) Click here for more information.
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Q3.
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What do I need to bring to access the Internet?
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A3.
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Guests should bring their own LAN-compatible computers. LAN connector cables can be borrowed at most hotels. (Provided, however, that the number of such cables is limited.) Click here for more details.
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Top
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Q4.
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Do you offer a public wireless LAN service (WiFi)?
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A4.
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Public wireless LAN services operated by Yahoo! BB Mobile and other providers are offered in the front lobby of hotels (with some exceptions). In addition, we are continuing to install coin-operated Internet terminals in hotels for the enjoyment of guests traveling without computers. Click here for more information.
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Handling of personal information
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Q1.
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What security measures do you employ to protect personal information?
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A1.
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When information on guests and users is entered into the Tokyu Hotels website, industry standard SSL (Secure Socket Layer) encryption technology is used to protect personal information. Go to the Tokyu Hotel Privacy Policy page to find out more about our policy concerning the protection of personal information.
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Q2.
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Do you use cookies?
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A2.
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The Tokyu Hotels website uses "cookie" technology in some of its pages. Cookies temporarily save data in the computer being used to access a site and are used in this case for the purpose of providing better service through, among others, our reservation system. They are not used to breach the privacy of users.
While it is possible to disable the "cookie" function by making the appropriate changes to the settings on your browser, you may be prevented from using some of the services of this website if you do so.
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Q3.
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Can I request disclosure of my personal information?
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A3.
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If you wish to receive disclosure of your personal information, attach documentation required to verify your identity to the prescribed application form and send all pertinent items by registered mail to the following address along with the disclosure fee. We cannot accept requests from persons who directly visit our offices. Click here for more information.
Personal Information Inquiries Office
Customer Service Center, CSR Promotion Department, Tokyu Hotels Co., Ltd.
1-21-2 Dogenzaka, Shibuya-ku, Tokyo 150-0043
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Q4.
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To whom should I direct any inquiries regarding the handling of personal information?
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A4.
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Personal Information Inquiries Office
Customer Service Center, CSR Promotion Department, Tokyu Hotels Co., Ltd.
1-21-2 Dogenzaka, Shibuya-ku, Tokyo 150-0043
Tel.: (81) 3-3477-6567
Operating hours: 09:00-18:00 (office is closed on Saturdays, Sundays, and on national holidays, as well as during the year-end and New Year holiday period)
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