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：076-441-0109
※非通知設定をされている場合、設定を解除した上でおかけ直しください。 -
Q.
Can I make a reservation on the day?
A.
Reservations can be made on the day.
Even if there are no rooms available online for the day, you may be able to make a reservation by contacting the hotel directly. -
Q.
Can I specify the location or floor of the room?
A.
Please let us know when you make your reservation. We will do our best to accommodate your request, but please note that we cannot guarantee it depending on the reservation situation, room type, etc.
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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.
Yes, we do have them available. Please note that the number of rooms is limited.
Services available
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Q.
Can I prepare fruits, flowers, etc. in the room in advance?
A.
We can prepare it for you, so please let us know by the day before.
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Q.
Can I store my luggage before check-in?
A.
We will keep your belongings for a maximum of one month. 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 may not be possible depending on room availability on the day.
If you are a COMFORT MEMBERS Member, you can extend your stay until 12:00 free of charge if you request it when you check in. -
Q.
Do you have a crib?
A.
We provide these free of charge, so please request one when making your reservation. Please note that we have a limited number of these units, so they may not be available. Also, we may not be able to provide these units in some rooms. Thank you for your understanding.
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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.
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%
*If you make a reservation online and pay in advance, the cancellation fee may differ from the above.
*If you 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 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 each hotel for details on cancellation fees. -
Q.
Can I pay by credit card?
A.
The following cards can be used:
VISA, MASTER, JCB, AMEX, Diners, DC, UC, NICOS, TOP, SAISON, TS CUBIC, AEON, View, UNIONPAY, MUFG, DISCOVER
Please see below for 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.
High-speed internet connection and wireless LAN (Wi-Fi) are available free of charge.
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Q.
Do you have computers available for rental?
A.
Please note that there is a limited number of bikes available for rental.
About the restaurant
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Q.
Can I make a reservation?
A.
ランチ、ディナータイムのみご予約を承ります。
ご予約は、インターネットまたはお電話にて承ります。
リコモンテ 076-441-0015（直通）
※ 非通知設定をされている場合、設定を解除した上でおかけ直しください。 -
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 any menu items that I can't order without making a reservation?
A.
Reservations are required for children's menus, birthday cakes and other special dishes.
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Q.
Can I rent the entire facility?
A.
Sorry, we do not offer private rentals.
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Q.
Do you have any special plans to celebrate your birthday?
A.
We recommend the anniversary dinner.
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Q.
Is there a children's menu?
A.
Children's lunch/children's dinner plates are available.
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Q.
I would like to use the facility for a celebration. Can you provide flowers, cake, etc.?
A.
We can prepare it for you, so please let us know by the day before.
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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.
Are there private rooms?
A.
One private room that can accommodate up to 40 people.
We have one private room that can accommodate up to 30 people. -
Q.
Are there smoking and non-smoking seats?
A.
Smoking is prohibited at table seats all day.
There is a smoking area on the 15th floor observation floor. -
Q.
Can I pay by credit card?
A.
We accept VISA, Master, AMEX, Diners, DC and UnionPay.
Banquets and meetings
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Q.
Is it okay to make a reservation at the last minute?
A.
■Conference use
Please contact us at least one day in advance if you would like to use the facility for a meeting.
As it is adjacent to a restaurant, sound leakage may occur.
■ Banquet Use
We may decline your request depending on availability of the venue and ingredients on the day. -
Q.
By when should I decide on the number of people and the arrangements? Can I change them?
A.
We will accept arrangements such as the food menu, number of people, and equipment about one week before the date of use.
If there are any changes after that, please contact us as soon as possible. We will confirm the details in the morning of the day before your stay. -
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.
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Q.
Can I have a wedding?
A.
We do not have a wedding hall, dress room, beauty salon, or photo studio, but we can accommodate meetings, after-parties, etc.
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Q.
Can I order the same food as I would in a restaurant?
A.
A separate menu will be prepared for the meet-and-greet dinner.
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Q.
Can I take food home?
A.
Unfortunately, we do not allow food to be taken away.
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Q.
I'd like to arrange transportation, can you help me?
A.
We can also arrange hire cars and taxis.
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Q.
Can I hold a farewell party, memorial service, or Buddhist memorial service?
A.
We cater to a wide range of clients, both corporate and individual.
Parking
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Q.
Can I use the parking lot when I stay overnight?
A.
We do not have a dedicated parking lot. We have two discounted parking lots available.
If you are staying overnight, you can use the facility for 1,200 yen per night (14:00-11:00).
Please see below for details. -
Q.
Can I use the parking lot if I'm only using the restaurant or holding a banquet?
A.
Yes, you can.
Free for banquets. -
Q.
Are there any types of vehicles that cannot be parked in the parking lot?
A.
The parking lot cannot be used by large vehicles or minibuses. If you are using a large bus or minibus and need to arrange parking, please contact us in advance.
Other services
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Q.
Please tell me about telephone calls (caller ID notification).
A.
If we are unable to get through due to a line problem, please provide your caller ID so that we can return your call.
Please set your caller ID to be notified or enter "186" before the phone number to have your caller ID notified.
We appreciate your understanding and cooperation. -
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 details. -
Q.
Do you offer hotel gift certificates?
A.
We have "Tokyu Hotels Gift Cards".
Please see below for 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). Please see below for our policy on personal information protection.
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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）