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 FAQ
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 Placing a reservation
| Q. |
Can we check in before 3pm? |
| A. |
Check-in is from 3pm, but we could keep your luggage at the reception before 3pm. |
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| Q. |
Can we extend our check-out time? |
| A. |
Check-out is 10am.
After you check out, we could keep your luggage at the reception within the day.
For late check-out, please ask our staff to extend for you at the following rates (may not be possible on some days).
Until 12pm: 30% Until 2pm: 50% after 2pm: 100% |
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| Q. |
How should we pay? |
| A. |
Please make payment when you check in.
We accept cash and major credit cards (VISA, MASTER, AMEX, JBC). |
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| Q. |
Can I get a non-smoking room? |
| A. |
We have non-smoking rooms. However, depending on the date, we are afraid we cannot always guarantee
non-smoking rooms will be available. |
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| Q. |
We will visit Tokyo as a group, how can we book? |
| A. |
Please go to our group reservation form.
Please be reminded that we have different cancellation and reservation policy for groups.
If there is anything unclear, please contact us via email. |
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| Q. |
Do I need to pay any upfronts for the reservation? |
| A. |
Basically NO.
We might ask for a deposit depending on the situation. If so, we will contact you via email. |
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| Q. |
I am asked to send a credit card guarantee, what is it? |
| A. |
Depending on your reservation details, we might ask you to provide your credit card number in order to secure
your reservation. We will NOT charge your card during reservation unless in other circumstances, where we will contact you via email in advance. |
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| Q. |
I don’t have my credit card. Can I use my parents’ card? |
| A. |
If you are not the credit card's owner, please contact us beforehand. |
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| Q. |
What is your cancellation policy? |
| A. |
1 day prior to your check-in until 6pm, free of charge
After 6pm: 50% of the room rate
On the day of check-in: 100% of the room rate
(Except group reservations which have a separate policy, please refer to our website during the reservation procedure) |
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| Q. |
Do we need to reconfirm again? |
| A. |
Yes, we will send a reconfirmation request between 3 to 7 days prior to your check-in.
Without your reconfirmation, we are afraid we cannot guarantee a room for you, therefore please reconfirm with us as soon as possible. |
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| Q. |
I still haven’t receive any reconfirmation email. Is my reservation still valid? |
| A. |
If your check-in less than 3 days away but still haven’t received any email,
please contact us as soon as possible to secure your reservation.
If your check-in is more than 7 days away, please wait for the time being.
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| Q. |
We will leave our country before 7 days of our check-in date and may not have internet access by then. How can we re-confirm? |
| A. |
If you would like to re-confirm earlier, please contact us. |
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| Q. |
I don't come from a visa-waiving country. Can I get a confirmation from you for applying visa? |
| A. |
We are sorry that only individuals who already possess valid visas issued by the Japanese government could reserve at our hotel.
We are afraid we cannot provide any confirmation to apply for Japanese visa.
To reserve, please send us a copy of visa for all members via e-mail or fax. |
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About our facilities
| Q. |
There are 2 of us. Can we stay in a single room? |
| A. |
Double rooms have a semi-double bed for 2.
If you need more space (ex. child or baby), we also have corner double rooms (1 semi-double
bed, slightly bigger than a double) for an extra 1,000 Yen per day.
We are sorry that single rooms are for 1 person only and could not be used as a double. |
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| Q. |
Do you have private bathrooms? |
| A. |
All rooms have individual bathrooms. |
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| Q. |
Do you have personal safe inside the room? |
| A. |
We are afraid that we don't have personal safe but we could keep your belongings upon request. |
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| Q. |
Do you have laundry facilities? |
| A. |
Yes, we have washing machines on 5F from 10am to 10pm. |
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| Q. |
Do you have curfews? |
| A. |
We have no curfews. Reception opens 24 hours a day. |
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| Q. |
Do you have internet access? |
| A. |
<Have your own laptop? >
All rooms have free LAN cable connection plus Wi-Fi in the café.
<No laptop?>
We have computers for guests at 100 Yen per 10minutes.
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| Q. |
Can I make a phone call back to my country? |
| A. |
Public phone is available at the front entrance. For international calls, telephone cards are available at our front desk. Room phones are for incoming calls only so please use public phones.
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About our service
| Q. |
Is breakfast provided? |
| A. |
Yes, free breakfast is available for all guests from 5am to 9am. Continental style includes toast, coffee and juice. |
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| Q. |
Do you have a tour desk? |
| A. |
We don't have a formal one but our staff at the front desk could be helpful on how to get around in Tokyo. |
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| Q. |
Do you have airport shuttle service? |
| A. |
We could arrange pick-up service from/to Narita Airport for a minimum of 6 persons at
2,700 Yen/person (adult or child).
If your group is less than 6, a chartered bus could still be reserved for the minimum charge of
16,200 Yen (2,700 Yen x 6).
For more detailed information or reserve, please contact our staff. |
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| Q. |
We are going to another city but will check in again.
Could I leave my luggage while we are away? |
| A. |
Yes, we could store your luggage except valuables. |
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| Q. |
Can I have a cup of coffee at your hotel? |
| A. |
Yes, there is “Sakua Cafe Hatagaya” next to our reception.
It serves foods and snacks, too. It opens 24 hours. |
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