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 many days in advance can I make a reservation?
A.
Reservations by phone can be made up to one year in advance, while online reservations can usually be made up to 90 days in advance. For more information, please see the How to Make a Reservation page.
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Q.
Can I make a reservation on the day?
A.
Reservations can be made on the day.
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Q.
How many nights and rooms can I reserve?
A.
When making reservations online, the limit is 10 nights and 5 rooms per application. If you would like to stay for a longer period or for more rooms, please apply through the reservation center or by calling the hotel. For consecutive nights, you may be asked to settle the bill when you check in or during your stay. Thank you for your understanding.
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Q.
Can I make reservations for different room types and plans at the same time?
A.
We are sorry, but we cannot accept reservations for different room types or plans at the same time via the Internet. If you would like to reserve different room types or plans, please make your reservation by phone.
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Q.
Can I wait for cancellations?
A.
Sorry, we do not offer waiting lists for cancellations.
If you cancel your reservation, we will charge you a cancellation fee as follows:
3 days notice: 20%
2 days notice: 30%
Contact the day before: 50%
Contact on the day: 100%
If you do not contact us and do not use the service: 100%
*If you make a reservation online and pay in advance, the cancellation fee may differ from the above.
*If you made a reservation online, to confirm or cancel your reservation, please go to the reservation/cancellation page.
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 regulations may differ depending on the plan you have booked. For details, please check the accommodation plan you have booked or contact the hotel.
For reservations for groups of 10 or more, please contact the hotel for details regarding cancellation fees. -
Q.
Are there any services for which I can receive preferential benefits?
A.
We offer "TOKYU HOTELS COMFORT MEMBERS".
This is a membership service that allows you to accumulate points based on your stay at TOKYU HOTELS nationwide. Accumulated points can be used to pay for hotel stays or exchanged for gift cards. -
Q.
Which credit cards can I use?
A.
The following cards can be used:
VISA, Master, JCB, AMEX, Diners, DC, China UnionPay, DISCOVER
However, please note that this may not be available at some hotels, so please check in advance. -
Q.
Do you have non-smoking rooms?
A.
SHIMODA TOKYU HOTEL is a non-smoking hotel, and all guest rooms are non-smoking.
Please note that there is only one smoking area in the building. -
Q.
Are there connecting rooms?
A.
Yes, we do.
If you would like to use the rooms as connecting rooms, please contact us by phone. Please note that we may not be able to accommodate your request as the number of rooms is limited. -
Q.
Can I earn airline miles?
A.
We participate in the mileage services of JAL, ANA, Philippine Airlines, and Hawaiian Airlines. For details, please see Mileage Partner Services.
Internet connection environment
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Q.
Can I connect to the Internet in my room?
A.
Free wireless LAN (Wi-Fi) is available.
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Q.
Do you have computers available for rental?
A.
Currently, we do not offer a computer rental service. Please bring your own computer.
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 violate your 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けできませんので、あらかじめご了承ください。
〒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）