We will introduce some of the most frequently asked questions from our customers in Q&A format.
If you have any questions not listed below, please contact us by phone or through our contact form.
About accommodation
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Q.
How many days in advance can I make a reservation?
A.
お電話でのご予約は1年前から、インターネットでのご予約は通常90日前から承ります。
電話：044-280-1092 -
Q.
Can I make a reservation on the day?
A.
当日でもご予約いただけます。
インターネットで当日分の空室がない場合でも、直接ホテルにお問い合わせいただければ、ご予約いただける場合があります。
電話：044-280-1092 -
Q.
Can I specify the location or floor of the room?
A.
Please let us know when you make your reservation.
We will try our best to meet your requests as much as possible,
Please note that we cannot guarantee availability depending on reservation status, room type, etc. -
Q.
Is there a way to get a good deal on accommodation reservations?
A.
Please join TOKYU HOTELS COMFORT MEMBERS.
For more information, please visit COMFORT MEMBERS page. -
Q.
Do you have non-smoking rooms?
A.
All rooms are non-smoking.
-
Q.
Is there a smoking area?
A.
Located on the 1st and 5th floors.
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Q.
Are there wheelchair accessible rooms?
A.
Yes, we do have them available. Please note that the number of rooms is limited.
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Q.
Are pets allowed?
A.
Entry will also be prohibited.
However, pets are allowed on the terrace seating at RIVER CAFEE (tenant) inside The WAREHOUSE. -
Q.
Are there any convenience stores nearby?
A.
There is a Seven-Eleven within a 3-minute walk.
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Q.
Can the public bath and exercise room be used by the public?
A.
No. Only available to staying guests.
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Q.
What time can I use the large public bath?
A.
Available from 6:00 to 10:00 and 15:00 to 25:00.
There are no towels provided in the large public bath, so please bring your own from your room.
For safety reasons, we have provided a special card key for the women's bath. -
Q.
What can you do on your anniversary?
A.
We will provide a message card along with a small gift.
If you have any other requests, please contact the hotel directly. -
Q.
Can I store my luggage before check-in?
A.
We will keep your belongings for a maximum of one week. Please note that we cannot keep valuables or easily damaged items.
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Q.
Can I send my luggage in advance by courier?
A.
We will keep it at the front desk, so please write the date of your stay and the name of the guest in the comments section of the shipping slip before sending it.
However, we do not accept cash on delivery. -
Q.
Can I extend my check-out time? Until what time?
A.
If you wish to continue using the room after check-out (10:00),
An additional charge of 1,000 yen (tax included) will be charged per hour up to 3:00 p.m.
After 3pm, one night's stay will be charged.
In addition, this may not be possible depending on the availability of rooms on the day.
If you are a COMFORT MEMBERS Member, you can extend your stay until noon free of charge if you request it when you check in. -
Q.
Do you have a crib?
A.
We do not provide bed guards, but we do have bed guards available, so please request one when making your reservation.
Please note that there are limited numbers available and you may not be able to use them. Thank you for your understanding. -
Q.
Are there amenities for children?
A.
Slippers and toothbrushes are provided.
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Q.
From what age do children need to pay the admission fee? Are there any child rates?
A.
If your child is an elementary school student and does not require a bed (sharing a bed), there will be no accommodation fee.
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Q.
Is there a cancellation fee?
A.
If you cancel your reservation, we will charge you a cancellation fee as follows:
Contact after 15:00 the day before: 100%
Contact on the day: 100%
If you do not contact us and do not use the service: 100%- 1
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If you make a reservation online and pay in advance, the cancellation fee may differ from the above.
- 2
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If you have made a reservation online, please go to the reservation/cancellation page to confirm or cancel your reservation.
Please note that the cancellation deadline on the website differs depending on the plan. If the deadline has passed, please contact the hotel directly.
Cancellation policies may vary depending on your reservation plan.
For more information, please check your reservation plan or contact the hotel.
For reservations for groups of 10 or more, please contact each hotel for details on cancellation fees. -
Q.
Can I pay by credit card?
A.
We accept VISA, Master, AMEX, Diners, DC and UnionPay.
Please see below for further details. -
Q.
Can I pay in advance?
A.
Payment can be made in advance at the facility or by bank transfer.
Additionally, some plans allow you to make advance payment by credit card when making an online reservation. -
Q.
Can I connect to the Internet in my room?
A.
Free wireless LAN (Wi-Fi) and high-speed internet access are available.
-
Q.
Do you have computers available for rental?
A.
Please note that there is a limited number of bikes available for rental.
About shuttle bus
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Q.
Where does the shuttle bus stop?
A.
The bus will stop at the temporary stop in front of LuFron Yodobashi Camera.
There is no dedicated bus stop at the hotel. -
Q.
The shuttle bus hasn't arrived on time.
A.
There may be delays depending on traffic conditions.
If you have any concerns, please contact the hotel. -
Q.
If I can't make it to the departure time, will the shuttle wait for me?
A.
I'm sorry, but we can't do that as there are other customers here.
This will also affect future departures, so we ask for your understanding and cooperation.
About the restaurant
-
Q.
Can I make a reservation for lunch?
A.
ランチのご予約は11:30、13:15のご予約のみ承っております。
お電話または店頭にてご予約ください。
電話：044-280-1090 -
Q.
Can I make a reservation on the day? How many hours in advance is OK?
A.
As long as there are seats available, we also accept reservations on the day of your visit.
-
Q.
Can I rent the entire facility?
A.
can.
Please contact us for more details. -
Q.
Is there a children's menu?
A.
It's not on the menu.
-
Q.
I have a food allergy, can you accommodate?
A.
Please let us know when you make your reservation.
Please note that we may not be able to accommodate requests from customers with severe food allergies. -
Q.
Do you have any special plans to celebrate your birthday?
A.
Please contact us for more details.
-
Q.
Are there private rooms?
A.
Sorry, we do not have private rooms available.
-
Q.
Are there smoking and non-smoking seats?
A.
Smoking is prohibited at all seats throughout the day. Please use the smoking booths located on the 1st and 5th floors.
-
Q.
Can I pay by credit card?
A.
We accept VISA, Master, AMEX, Diners, DC and UnionPay.
About the meeting
-
Q.
Is it okay to make a reservation at the last minute?
A.
If you are only using the venue for a meeting, etc., we can accommodate you on the day as long as the venue is available.
-
Q.
Can I reserve the venue temporarily? Will there be a fee? Up to how many days before the event can I cancel?
A.
You can make a provisional reservation. There is no charge for this. You will be asked to respond within one week of making the reservation.
Parking
-
Q.
Can I use the parking lot when I stay overnight?
A.
If you are staying overnight, you can use the facility for 1,000 yen per night (from 14:00 to 14:00 the next day).
Depending on the vehicle type and whether the parking lot is full, we may direct you to a nearby parking lot.
Please see below for further details. -
Q.
Can I reserve a parking space?
A.
This is a regular paid parking lot so no, that is not possible.
-
Q.
Can I use the parking lot if I'm just using the restaurant?
A.
You can use it, but there is a fee (200 yen/hour).
However, customers who spend 3,000 yen or more at Captain's Grill and Bar or BUSINESS LOUNGE & CAFE will receive 2 hours free admission.
Please present your parking ticket to the restaurant cashier.
Other services
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Q.
Do you have a membership program?
A.
We offer "TOKYU HOTELS COMFORT MEMBERS", which can be used at TOKYU HOTELS nationwide.
Please see below for further details. -
Q.
Do you offer hotel gift certificates?
A.
We have "TOKYU HOTELS Gift Cards".
Please see below for further details.
Handling of Personal Information
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Q.
What about the security of my personal information?
A.
When customers enter personal information on TOKYU HOTELS website, we strive to protect that information by using industry-standard encryption technology called SSL (Secure Socket Layer). For our policy on personal information protection, please see the TOKYU HOTELS Privacy Policy.
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Q.
Do we use cookies?
A.
Some pages of TOKYU HOTELS website use a technology called "Cookies." Cookies are a function that temporarily stores data on your computer and are used for the purpose of providing better services in the reservation system and the like, and do not infringe on customer privacy.
You can disable the cookie function by changing your browser settings, but in that case you may not be able to use some services. -
Q.
Can I request disclosure of my personal information? Who should I contact?
A.
開示等をご請求される場合は、所定の申請書に本人確認のために必要な書類および開示手数料を同封のうえ、下記宛に書留郵送によりご請求ください。なお、直接ご来社いただいてのご請求はお受できませんので、ご了承ください。
〒150-0043 東京都渋谷区道玄坂1丁目10番7号
東急ホテルズ＆リゾーツ株式会社「個人情報お問い合わせ窓口」
TEL：03-3477-6567
営業時間：9：00～18：00 （土・日・祝日および年末年始は休業）