See answers to many of the questions we often receive from our guests
Reservations and Accommodation
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Q.
How far in advance can reservations be made?
A.
Telephone reservations may be made up to a year in advance; online reservations, up to 90 days in advance. Details at Online Reservation.
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Q.
Can I book a room when I arrive, without prior reservation?
A.
Such booking is possible, but do call your hotel if no rooms are available online: some vacancies may open up.
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Q.
How many nights and rooms can be booked during one online session?
A.
You may reserve 10 nights and 5 rooms at one time. Reservations exceeding such limit should be made by phoning your hotel. Some hotels ask you to pay your bill during such a stay or at check-in.
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Q.
Can I reserve different room types or plans during one online session?
A.
No, you can’t. Call us if you wish to make such reservations.
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Q.
How can I get the best discounts?
A.
We suggest becoming a Tokyu Hotels Comfort member. Details at Tokyu Hotels Comfort Membership.
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Q.
Which credit cards are accepted?
A.
We accept the following:
VISA、Master、AMEX、Diners、DC、UnionPay
Contact your hotel before arrival to confirm which cards are accepted there. -
Q.
Are non-smoking rooms available?
A.
We offer non-smoking rooms. Please let us know your wishes when you make your reservation. However please note that we may not be able to accommodate your requests if no non-smoking rooms are available at the time of request.
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Q.
Are there wheelchair-accessible rooms?
A.
Yes, there are some wheelchair-accessible rooms, but please confirm availability at reservation time.
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Q.
Do you have any connecting rooms?
A.
We offer some connecting rooms. Please inquire about availability at reservation time.
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Q.
Any tie-ins with airline mileage programs?
A.
We have partnership tie-ins with Japan Airlines, All Nippon Airways, and other overseas airlines. Details at Airline Mileage Program.
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Q.
Can I wait for a cancellation?
A.
Guests must pay cancellation penalty fees as shown below.
Tokyu Hotel (The Capitol Hotel Tokyu, Cerulean Tower, The Yokohama Bay, Kanazawa, Nagoyal, Kyoto)
Excel Hotel Tokyu
Tokyu REI Hotel- No show
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100%
- Same day
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100%
- 1 day before after 15:00
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100%
Tokyu Hotel (Hakuba, Tateshina, Izu-Imaihama, Shimoda, Miyakojima)
The Park Front Hotel at Universal Studios Japan®- No show
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100%
- Same day
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100%
- 1 day before
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50%
- 2 day before
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30%
- 3 day before
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20%
- Note 1
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Cancellation fees are based on a percentage of the confirmed room rate (excluding tax or service charges). Ask the Hotel for further details.
- Note 2
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For reservations that are shortened, cancellation penalty applies to the first day cancelled, regardless of the total number of days cancelled from the reservation.
- Note 3
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Group bookings of ten or more people should ask the Hotel about cancellation penalties.
Internet Access
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Q.
Is there free WiFi in every guest room?
A.
Almost all hotels offer in-room, high-speed Internet access. Details at Internet Service.
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Q.
Do you rent computers?
A.
PCs may be rented, but do confirm availability at reservation time.
Privacy Policy
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Q.
What security measures protect personal information?
A.
When information on guests and users is entered into the Tokyu Hotels website, our Tokyo Hotels website deploys SSL encryption technology to protect personal information of guests and users. Details at Privacy Policy.
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Q.
Do you use cookies?
A.
Some pages use cookies. Our website manages them to provide better service through, among others, our reservation system and not to breach privacy.
Changing browser settings to disable cookies may limit or prevent access to some of our online services. -
Q.
Can I view your database version of my personal information?
A.
To view personal information, attach to the prescribed application form the documentation required to verify your identity and send all pertinent items by registered mail to the following address, along with the disclosure fee. Onsite, face-to-face requests are not possible.
1-10-7 Dogenzaka, Shibuya-ku, Tokyo 150-0043
Inquiry Counter, Tokyu Hotels Co.,Ltd.
TEL：+81-3-3477-6567
Hours: 9:00–18:00 (closed Sat., Sun., and national holidays)