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 reservations and accommodation
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Q.
How do I make a reservation?
A.
You can make reservations by phone at TOKYU HOTELS Comfort Center or at any of our hotels. We also accept reservations via the Internet 24 hours a day.
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Q.
Can I cancel my reservation? Is there a cancellation fee?
A.
In the event of cancellation, a cancellation fee will be charged (100% of the accommodation fee if you contact us after 3pm the day before, 100% on the day, or 100% for no-show). More details are provided below.
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Q.
Can I specify the floor or room orientation when making a reservation?
A.
If you have any requests, please let us know when you make your reservation. We will do our best to accommodate your requests, but please note that we cannot guarantee your request depending on the reservation situation, room type, etc.
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Q.
How many days in advance do I need to make a reservation?
A.
If there are vacant rooms, you can make a reservation on the day.
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Q.
Do you have non-smoking rooms?
A.
We do have them available, so please let us know when you make your reservation. Please note that we may not be able to accommodate your request as the number of rooms is limited.
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Q.
Is it wheelchair accessible?
A.
The building is not barrier-free, but with a few exceptions there are no major steps and so can be used by guests in wheelchairs.
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Q.
I'd like to stay with three people in one room.
A.
We have rooms for three people, so please let us know when you make your reservation. Please note that we may not be able to accommodate you as the number of rooms is limited.
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Q.
Do you have a crib?
A.
We do have these available, so please let us know when you make your reservation. However, please note that we have a limited number of them, so you may not be able to use them.
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Q.
What time can I check in? Is it okay if I check in late?
A.
Check-in is from 15:00. If you are going to be more than 2 hours later than the scheduled arrival time on the day of your stay, please contact the hotel. Failure to do so may result in your reservation being canceled.
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Q.
Can I store my luggage before check-in?
A.
We will keep your belongings for a maximum of two weeks. 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 remarks column of the shipping slip and send it to us. However, we do not accept cash on delivery.
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Q.
Can I extend my check-out time? Until what time?
A.
If you wish to continue using the room after check-out (11:00), an additional fee will be charged.
Until 15:00: 25% of the basic accommodation fee
Until 18:00: 50% of the basic accommodation fee
After 18:00: 100% of the basic accommodation fee
Please note that this service may not be available depending on the availability of rooms on the day.
COMFORT MEMBERS Members can extend their stay free of charge until noon if they request it upon check-in. -
Q.
From what age do children need to pay the admission fee? Are there any child rates?
A.
Children under elementary school age who do not require a bed (sharing a bed) will not be charged an accommodation fee.
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Q.
What credit cards can I use?
A.
Further details will be provided below.
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Q.
How do I pay if I invite customers?
A.
Please pay at the hotel or by bank transfer before your stay.
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Q.
Are there any great accommodation deals available?
A.
Yes, we have them. For more information, please see below.
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Q.
Can I receive airline mileage services?
A.
We are participating in the mileage services of JAL, ANA, and Philippine Airlines. For more information, please see below.
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Q.
Can I bring a guide dog?
A.
Guide dogs, service dogs and hearing assistance dogs may be brought along when using the hotel facilities.
About the restaurant
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Q.
Can I make a reservation? How do I do it?
A.
ご予約については、下記にお問い合わせください。
ピノモンテ：089-941-0109（代） -
Q.
Can I rent the entire facility?
A.
We can accommodate your request depending on the number of people and the content of your reservation. Please contact us by phone for details.
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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.
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Q.
Are there private rooms?
A.
It will be a private room separated by a movable partition. Please contact us by phone for more details.
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Q.
Are there smoking and non-smoking seats?
A.
The details are as follows:
・Breakfast: All seats non-smoking
Lunch: All seats non-smoking
・Dinner: All seats non-smoking -
Q.
Do you have any special plans to celebrate your birthday?
A.
There are no special plans, but please feel free to ask our staff.
About corporate contract services
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Q.
What kind of corporate services are available? Is it possible to enter into a corporate contract with all Tokyu Hotels, Excel Hotel Tokyu, and Tokyu REI Hotels nationwide? Conversely, is it possible to enter into a corporate contract with only one hotel?
A.
Either is possible. Please let us know the purpose of use (business trip or recreational facility), frequency of use, number of people, your company name, and contact information. We will contact you.
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Q.
How much discount can I get?
A.
The discount rate varies depending on the date of use and the number of people. Please contact us for details.
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Q.
Are there any early booking or group discounts?
A.
There are no discounts for early reservations. Group discounts are available for groups of 15 or more. (Prices vary depending on the date, so please contact us for details.)
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Q.
Can I cancel my reservation? Is there a cancellation fee?
A.
We accept cancellations, but please contact us as soon as possible. Cancellation fees are 20% the day before your stay, 80% on the day of your stay, and 100% if you do not contact us. (This may differ depending on the plan, so please contact us for details.)
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Q.
How many days in advance do I need to make a reservation?
A.
Reservations can be made from one year prior to your stay up until the day of your stay.
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Q.
Will a representative be available?
A.
Staff at Tokyu Hotels Comfort Center will assist you. However, if you are a group and require assistance, please let us know.
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Q.
How can I find out about room availability immediately?
A.
You can contact us directly by phone or check our website.
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Q.
How can remote employees view reservations they've made for them?
A.
Please contact us by phone.
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Q.
What payment methods are available?
A.
You can either pay in advance by bank transfer, or pay by cash or credit card upon check-in.
About Comfort Members
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Q.
What do I need to join?
A.
You will be asked to fill in the necessary information on the designated membership application form, but there is no need to attach any seals or certificates or other documents.
For more information, please see below. -
Q.
How do I join?
A.
Please fill out the necessary information on the membership application form and submit it to any TOKYU HOTELS hotel or COMFORT MEMBERS Secretariat. (Please obtain COMFORT MEMBERS Secretariat.) You can also apply online via the Internet.
For more information, please see below. -
Q.
Is there a joining fee or annual fee?
A.
There is no joining fee or annual fee.
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Q.
My family member (husband, wife, parent) is a member. Can I borrow their card to use?
A.
Basically, the membership card can only be used by the person who registered it.
However, if you are a member and your family members are referred by us, we will give you a special discount rate when you stay with us.
When using the service, please inform the staff of your membership number and that you are using the service with a family member. (Points are not eligible for this service.) -
Q.
What services and benefits are available?
A.
The main benefits and perks are:
1. Up to 50% off accommodation rates
2. The more you use it, the more you save
3. Extend check-out until noon
There is.
We also offer a variety of other benefits, so please see below for details.
Parking
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Q.
Is there a parking lot?
A.
There are 30 multi-storey parking spaces and 3 flat parking spaces on the premises. (6:00-24:00)
Parking is on a first-come, first-served basis, so if the parking lot is full we will direct you to an off-site parking lot. -
Q.
How much does parking cost?
A.
[If you are staying overnight]
Available for use for 1,000 yen (15:00-10:00/tax included).
↓
From April 1, 2021, 1,200 yen (15:00-11:00 / tax included)
[When using the restaurant]
Restaurant customers can enjoy free breakfast, one hour at lunchtime, and two hours at dinnertime. Please ask a member of staff at the cashier when you leave.
Further details will be provided below. -
Q.
Are there any types of vehicles that cannot be parked in the parking lot?
A.
Buses and large trucks cannot be accommodated. We will provide you with a separate parking lot outside the premises. Please apply in advance. (10 minutes by car from the hotel, fee applies)
others
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Q.
Do you have a membership program?
A.
We have a "TOKYU HOTELS COMFORT MEMBERS" program. For more information, please see below.
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Q.
Do you offer hotel gift certificates?
A.
We have "TOKYU HOTELS Gift Cards".
Please see below for further details.