Guests are to pay their room fee in full upon checking in.
We accept Visa, MasterCard, American Express, UC, TOP&CARD, JCB, UnionPay and Diners Club Card.
Yes, however we only accept payment in advance via bank transfer. Please contact us for our hotel's bank account information. Also, please let us know if you need an invoice.
Accommodation tax is charged according to the accommodation fees, depending on the region. Please see the web page below for details.
Only some locations can exchange foreign currency to Japanese yen. Please use the foreign currency exchange machines. Other locations do not handle foreign currency exchange.
A certified receipt can be issued at the respective hotel at the time of checkout, if you are paying at the hotel.
If your e-mail provider or client is configured to filter out junk e-mail by only allowing specified domains, please add "@smartclub.tokyu-rs.co.jp" to the list of permitted domains, and try receiving again. Also, please check your “Junk,” “Spam,” or “Trash” e-mail folders, just in case. Note that some cellphone e-mail addresses may not be able to receive our e-mails.
Click the link below if you wish to view, change, or cancel a reservation made on May 9, 2022 or later.
- Those who have completed their member registration on the website can confirm their details via “My Page”.
- If you have not completed your member registration, be sure to check your reservation confirmation e-mail.
Generally, reservations can be made up to 12 months in advance, counting the current month as the first month.
You can book multiple rooms at the same time only if they are under the same plan and room type.
For different plans or room types, please make separate reservations.
We’re sorry, but we do not offer a waiting list for upcoming room availability. Please use our official app, visit our official website, or contact us by phone to inquire about vacancies.
The cancellation fees are set as follows: 100 % for NO-SHOW or cancelling on the day, 80% for cancelling the day before, and 50% for 2 days prior.
For a group of more than 15 people, there is a cancellation fee from 20 days prior to the date. 20% for 10 days prior, and 10% for 20 days prior.
To view, change, or cancel your existing reservations or to view past reservations, please log in as a member using our official app or via our official website. (Note that when you make a reservation by phone, this is not reflected on the app or on our website.)
You can check in anytime after 15:00 and check out by 11:00.
Please call the hotel if you are arriving after 22:00. Our front desk is open 24 hours. If you have not called us by mid-night (0:00 AM), your room may be cancelled.
Although the standard checkout time is 11:00 a.m., you may opt to extend this time by paying an additional fee. Please contact the front desk in advance for extensions. Also, be aware that we may not be able to accommodate your extension request if our rooms are fully booked. We appreciate your understanding.
For customers who have enrolled as members, access the QR code from your reservation history on “My Page,” and tap the QR code onto the automated check-in terminal at the front desk.
If you have not yet enrolled as a member or if you made your reservation using a third-party website, click on the link in your “Reservation Confirmation” e-mail to show the QR code for check in.
* Some third-party websites do not issue QR codes.
Yes, you can.
The entire building and all rooms are non-smoking.
Our rooms are equipped with a safe for your personal use.
Internet access (LAN and Wi-Fi), Smart TV, separate air conditioner, refrigerator, electric kettle, hairdryer, humidifier/air purifier, safe deposit box, telephone (for in-hotel calls), note pad, hangers, slippers (including disposable slippers), shoehorn, shoe polishing sheets, and toilet with warm-water washlet feature. Some rooms also include a washing machine/dryer combo, microwave oven, kitchenette (with IH cooking heaters), and trouser press.
Bath towels, face towels, bath mat, hand soap, shampoo, conditioner, body soap, toothbrush sets, and nightwear are available for guests to enjoy.
- For multiple-night stays
“Simple cleaning” is done on request.If you want this service, please hang the notification outside your door.
Simple cleaning includes: changing face towels, bath towels, bathmat, and nightwear, and emptying trash cans.
- For guests who are staying seven nights or more
In addition to the simple cleaning, “Room cleaning” will be done once a week.
Room cleaning includes: making the bed, changing towels and nightwear, replenishing in-room equipment, cleaning the room, and emptying trash cans.
All guest rooms have free access to the Internet via high-speed LAN (connection via cable) and Wi-Fi. Visit the front desk if you need to borrow a LAN cable, available free for use. Guests must provide their own personal computers or other communication devices to connect to the Internet.
At some of our branches, 3-person rooms are also available.
- Triple rooms (with 3 beds) are available at:
Tokyu Stay Shibuya, Monzen-nakacho, and Yotsuya.
- Twin rooms with an extra bed are available at:
Tokyu Stay Kamata, Meguro-Yutenji, Nihombashi, Yoga, Gotanda, Suidobashi, Nishi-shinjuku, HANARE by Tokyu Stay, Kyoto Sakaiza, Sapporo, Sapporo-Odori, Fukuoka-Tenjin, Kanazawa, Okinawa-Naha, Osaka-Hommachi, and Hida-Takayama Musubi no Yu.
* Please contact the respective hotel branch directly for these types of rooms.
One preschool child may sleep in one bed for free per bed.(Excluding temporary beds)
- The price for children who are of elementary school age or older is the same as the adult rate.
- Children who are not yet in elementary school can share the bed free of charge, limited to one child per adult guest. Do not include the number of children sharing the bed when making your reservation. Only include the number of adults.
- For children who are in elementary school or older, please count them as adults when making your reservation.
Some facilities do feature amenities for children. Contact the facility in question for details.
Some facilities do feature amenities for children. Contact the facility in question for details.
We are sorry but pets are not allowed in our hotel.
However, guide dogs, service dogs, or hearing assistance dogs can stay in the room. Please ask at the front desk.
We do provide it. Attack ZERO (push type) is available in each room
At the front desk, we accept packages to be transported by Yamato Delivery Service, either paid by the shipper or billed to the consignee. Please ask for a delivery slip, fill it in with the consignee’s address, and hand it to our staff.
If you arrive at our hotel before the check-in time, we can store your baggage at the front desk. After you check out, we can also store luggage for that day. Please feel free to ask about this service at the front desk. Please note that we cannot store valuables or breakable items.
We will accept your baggage. When you send your baggage, please write your name and the date of check-in on the delivery slip. Please note that we cannot be responsible for any valuables or breakables. We cannot accept consignee-billing or cash-on-delivery baggage.
A trouser press, LAN cable, a mobile phone charger (for iPhone/Android), an iron (with an ironing board), and a DVD player are available at the front desk at no extra charge. The number of these items is limited, so please make your request as early as possible.
Yes, there are vending machines in all hotels.
Please inquire with the front desk. This service is payable after use.
* This service is not available at the Kanazawa, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu hotels.
There is a restaurant in certain hotel branches. At the hotel branches without a restaurant, we can assist you with finding a restaurant near the hotel, so please do not hesitate to ask at the front desk.
No, we do not have a meeting room.
The entire building and all rooms are non-smoking. However, smoking booths are available in the common areas.
To apply for membership, visit the "CREATE AN ACCOUNT" page on the official app or on our official website.
Membership application fees and yearly membership fees are not charged. This program is offered free of charge.
There are no age restrictions.
No, you will need to register your e-mail address when applying.
You will need to reset your password by clicking on the "Forgot your password?" button on the login screen of "My Page" for members.
Please be aware that for purposes of protecting our members’ personal data, we cannot look up your member’s password if you have lost or forgotten it.
Your account will be locked after six consecutive incorrect password attempts. The lock will be lifted automatically after one hour.
Please be aware that resetting your password will not unlock your account.
Member information can be changed from "My Page".
Follow the link for "Delete Account" after selecting your name on "My Page", and follow the instructions.Note that your membership is not canceled if you simply delete the app operated by our company from your smartphone or other digital device.
Your member information is transferred to the new device once you login again on the new device.
Please apply for membership by installing and using our official app, or by accessing our official website. A QR code for downloading the app is also available at the front desk.
For iPhone devices: install the app from the App Store.
For Android devices: install the app from Google Play.
Check the network environment that your device is using. Move to a location where the signal is better, and try installing the app again. Also, check the remaining storage capacity on your device. You may need to delete or clean up any unnecessary data to free up storage space for the app. Also, note that this app cannot be used on certain smartphones.
* Recommended operating environment: iOS 14.0 or later, or Android 6 or later
This generally occurs when there isn’t enough memory available on your device. Close all apps that are running, and then try launching the app again. The problem also might be resolved by reinstalling the app. Update the app to the latest version from the App Store or from Google Play.
* The app may not launch properly on certain devices. This problem may also occur if your network connection is unstable. Try again in a place where the network connection is better.
* If your telecommunications provider sets a limit on packet transmission, this may slow down the display time in the app.
Japanese and English are supported.
The app displays using your device’s language settings by default. You can change the language from "My Page".
A resale plan is non-refundable, but it can be officially resold (transferred between SMART CLUB members).
After a sale is completed, no name-change procedure is needed, and once the transfer is completed, the person holding the voucher for that day, or a staying guest designated by that voucher holder, can check in directly.
Resale plans are limited to SMART CLUB members and can only be purchased through the Tokyu Stay official website (Japanese-language site).
They cannot be purchased through non-Japanese versions of the Tokyu Stay official website or through the Tokyu Stay official app.
For these plans, one transaction = one night and one room.
If you want to book two or more nights, or multiple rooms, please complete a separate purchase for each night and each room, subject to availability. (Nothing is displayed if there is nothing available.)
There are no fees for the initial purchase.
When purchasing a resale product, a 3% system fee is charged at the time of payment.
At resale, a system usage fee of 3% of the sale price is charged, and if there is a profit compared with the original purchase price, 20% of that profit is charged as a secondary-market fee.
Also, an exchange fee may be charged when exchanging sales proceeds for e-money. Please check the screen at the time of listing for details.
Please also check this URL regarding fees.
There are no refunds under any circumstances after payment has been completed (non-refundable).
If it will be difficult for you to use a booking, please consider selling it through the official resale service before the listing deadline.
Regarding booking details, the stay date, room type, and number of guests cannot be changed, but the guest name and check-in time can be changed.
Resale plans are not eligible for use with Tokyu Fudosan Holdings’ Shareholder Lodging Benefit Vouchers.
A receipt is issued from the resale service My Page after 12:00 AM (midnight) on the check-out date.
If you paid by credit card (advance payment), the hotel front desk cannot issue a receipt.
Please print it out yourself from your own My Page.
Also note that the hotel cannot issue it on your behalf.
If you purchased a resale plan, select the pertinent booking from the resale service My Page (past bookings), and then click the “Receipt[T.U.1.1]” button to display the receipt issuance screen. The receipt issuing screen is then displayed.
For bookings other than resale plans, please check your Tokyu Stay booking history.
All receipts can be obtained on or after the check-out date.
Please note that when buying and selling between SMART CLUB members, a receipt can be issued, but it will not be in the format of a qualified invoice.
For a resale plan, the QR code for check-in will be displayed on the day of check-in when you select the pertinent booking from the resale service My Page (current bookings).
Please note that for resale plans, the QR code is not issued until 11:59 PM on the day before check-in.
A successful sale is not guaranteed.
Success depends on the price, timing, and demand.
Please set your price while referring to information such as selling prices on the official booking site.
If you want to change the price, select the pertinent booking from the “Accommodation Vouchers for Sale[T.U.2.1]” tab, click the “Withdraw from Sale[T.U.3.1]” button to remove the listing, then set the price again and relist it.
As a rule, bookings are non-refundable.
However, unavoidable circumstances such as government directives or facility-related circumstances will be handled on a case-by-case basis under the relief policy.
Listing for resale cannot be done if the plan name does not include the word “Resale,” or if the listing deadline (11:59 PM on the day before check-in) has passed.
It may take a few minutes to appear.
Please note that the booking confirmation screens for resale plans and regular plans are different.
For resale plan bookings, please check the booking from the resale plan My Page.
At present, there are no resale plans that include breakfast.
However, you can purchase breakfast at the front desk during your stay.
Depending on availability, you may need to move rooms.
Please consult in advance with the hotel where you plan to stay.
An English-speaking staff member is available at all times.
There is no curfew.
Our hotel guests can enter with their card key. A system is in place that only allows the guests of our hotel to enter the guest room floors, so please feel secure at night.
Yes, you can. Please use the refrigerator equipped in your room.
Each hotel branch is located within a 5-minute walking distance from a convenience store. Please ask at the front desk for details.
We are sorry but we do not offer room service.
You can make photocopies at the front desk. (Service charge required)
You can make photocopies at the front desk. (Service charge required)
Parking is only available at the Yotsuya, Sapporo, Sapporo-Odori, Okinawa-Naha*1, Hida-Takayama Musubi no Yu, and Hakodate-Asaichi Akari no Yu*2 hotels. Note that parking capacity is limited. Please contact us in advance if you plan to use the parking lot.
Parking is unavailable at other hotels not listed above, so please park in a nearby coin parking lot (reservations unavailable).
*1 For the Okinawa-Naha hotel
*2 For the Hakodate-Asaichi Akari no Yu hotel
* "QR Code" is a registered trademark of DENSO WAVE INCORPORATED.