FAQ

About Your Reservation

1. Can I make a reservation by phone or email?

For reservations by phone, please call the Henn na Hotel Customer Center (050-5894-3780). We apologize, but we do not accept reservations by email.

2. When does the cancellation fee apply?

For reservations of 10 people or fewer, charges will apply from the day before. The cancellation fee is 20% for the day before, and for the same day or if there is no notification, you will be responsible for the full amount.
For reservations of 11 to 99 people, fees will apply starting 20 days in advance. For more details on cancellation fees, please see here (Appendix Table 2).

How many rooms can I reserve in one booking?

You can make reservations for up to 4 rooms. For 5 or more rooms, please make a group reservation. Please contact the call center for inquiries.

4. I would like to confirm my reservation details. How can I do that?

Reservations made at the Henn na Hotel call center can be confirmed through the call center. If you would like to check it yourself online, please visit the official website under "Accommodation Reservations" and select "Reservation Confirmation, Changes, and Cancellations" or check the "Accommodation Reservation Confirmation Email."
If you made a reservation through a site other than the official website, please contact the site where you made the reservation.

5. Can I change or cancel my reservation by phone or email?

Only those who have made a reservation through the Henn na Hotel call center can make changes or cancellations.
We apologize, but we do not accept changes or cancellations to reservations made by phone or email.
We apologize for the inconvenience, but if you applied online, please complete your application on the same website.
Please contact the call center when you have applied through the call center.

6. I made separate reservations, but can I stay for consecutive nights?

If you have booked the same room type, you can stay in the same room for consecutive nights. Please let us know when making your reservation.

7. Until when can I make changes from the official website?

We accept reservations until 23:59 the day before, but changes to the number of guests or rooms may not be possible depending on availability.

8. Is it possible to pay by credit card?

It is possible. However, due to security reasons, we can only handle cards that have an IC chip and are set with a PIN code.
* We apologize for the inconvenience, but other cards, including UnionPay cards, are not supported for robot check-in.
* A PIN application is required in advance for AMEX.

9. Can I receive a qualified invoice or receipt (invoice)?

Yes, reservations from the official site can be made with both prepayment and payment on site.
If you make a reservation with prepayment from the official booking site, you can also use the WEB receipt from My Page.

Please note that some overseas booking sites' prepayments have been confirmed to not comply with Japan's domestic invoice system (qualified invoices and receipts).

■ Major overseas booking sites confirmed - as of February 1, 2024 -
agoda
Booking.com
Expedia
Trip.com (formerly C-trip)
*In alphabetical order

If you make a reservation with prepayment through an overseas booking site, the hotel will not be able to issue a receipt, so we recommend making your reservation through the official booking site.
Reservations made through overseas booking sites will only receive a receipt from the hotel if payment is made on-site.

Also, please note that when making reservations through domestic travel sites in Japan (such as Rakuten Travel, Jalan.net, etc.), if you choose prepayment, a receipt cannot be issued at the hotel.
If you need assistance, please contact each travel site.

About Your Stay

1. Is there a parking lot?

Please refer to the Access page.

2. How many minutes does it take to walk from the nearest station?

About 2 minutes from Asakusabashi Station on the JR Sobu Line and Toei Asakusa Line. About a 15-minute walk from Akihabara Station on the JR and Tokyo Metro lines.

3. What time is check-in and check-out? (Can I extend my stay?)

Check-in is after 3:00 PM, and check-out is by 11:00 AM.
A fee will be charged for use beyond the checkout time.
From 11:00 to 13:00, it is 1,500 yen per hour (including tax). For stays after 13:00, we will charge the accommodation fee as an additional arrangement for one night.
The accommodation fee varies daily, so please contact the front desk if you have any questions.

4. Can I change the scheduled check-in time?

It is possible. If you check in between 15:00 and 23:59, no contact is necessary. If you will arrive after midnight, please inform the hotel.

5. Is it possible to change the check-in time on the day of arrival?

It is possible. If you check in by 23:59, no contact is necessary. If it will be after midnight, please inform the hotel.

6. Can I store my luggage before check-in or after check-out?

Baggage can be stored for free at the 2nd floor baggage port or at the front desk.

Is it possible to check in after 7:24 PM?

It is possible. However, after 12:00 AM, the hotel entrance will be locked, so please ring the intercom located next to the entrance (outside).

8. Please tell me about cleaning during consecutive nights.

Our hotel offers simplified cleaning services. We provide eco-friendly cleaning based on the premise that linens (bed sheets, duvet covers, pillowcases, gowns) will not be changed for guests staying multiple nights. The details of the eco-friendly cleaning are as follows: ● Bed making (no change of bed sheets) ● Trash collection from bins ● Towel exchange From a hygiene perspective, we will conduct regular cleaning, including linen changes, every third day. (Depending on the condition of the linens, our cleaning staff may decide to change the linens even if it is not the third day.)

9. Please tell me about children sleeping with parents.

Children under 6 years old can stay for free when sharing a bed with an adult.
One child can sleep in the same bed with one adult. The maximum occupancy of the room, including children sleeping in the same bed, is set as follows.
・Single: Maximum 2 guests
・Double: Maximum 3 guests
・Twin: Maximum 4 guests
・Twin Extra (using sofa bed): Maximum of 5 guests
Please note that we cannot accept reservations for more than the maximum capacity.
No amenities, towels, or pillows will be provided for children sleeping with adults.

10. What should I do if I want to include breakfast for a child sharing a bed?

Please request changes to your reservation or at the restaurant on the day of your visit.

11. Are there baby beds or bed guards available?

There are no baby beds available. Bed guards are available, but quantities are limited.

12. Is it possible to stay with only minors?

If you are under 18 years old, a consent form from a parent or guardian is required for your stay.
* Guests under 15 years old must be accompanied by a guardian.

Please send it in advance by FAX (03-5687-0607) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-asakusabashi@hennnahotel.com).

111-0053, 1-10-5 Asakusabashi, Taito-ku, Tokyo (We apologize for the inconvenience, but we kindly ask that you bear the shipping costs.)

*If we are unable to confirm the consent form, we may have to decline your stay.
　If we cannot confirm the consent of the guardian at the time of check-in, please provide the consent document signed by the guardian after confirming via phone or by fax or mail at a later date.

Download the agreement from here

13. Is it possible to use the restaurant on the day?

You can use it. Please come directly to the restaurant. For business hours and other details, please see the restaurant page.

14. Please tell me the breakfast fee.

Please check the restaurant page →here

15. If I book a plan with meals included, will there be meal vouchers?

There is none. Please inform the restaurant staff on the first floor of your room number and your name.

16. I left something behind at the hotel?

The storage period at the hotel is set to 14 days. Contact: 050-5894-3780
Note 1) Regarding food and beverages, due to hygiene issues, we will dispose of them on the same day without storage.
Note 2) We will notify you regarding valuables.
If we are unable to contact you, we will report the item as lost to the police after 7 days of storage at the hotel.

17. Please tell me the capacity of the guest room.

Single maximum 1 person. Double maximum 2 people. Twin maximum 2 people. Twin extra (using sofa bed) maximum 3 people.

18. If I book multiple rooms, can you arrange for adjacent rooms?

We will accept your request. Please note that we may not be able to accommodate your request depending on the congestion on the day. Thank you for your understanding.

19. I would like to order delivery to my room, is that possible?

Please pick up your items at the entrance on the first floor. Delivery personnel are not allowed to enter the guest room floors. Please note that hotel staff will not be able to assist with this.

About the Building and Room Facilities

1. Do you have accessible rooms?

We have universal rooms available, but there are limited guest rooms. For more details, please contact our customer center at (050-5894-3780).

2. Are there non-smoking rooms? Also, are there rooms where smoking is allowed?

The entire hotel is non-smoking.

3. Are guests free to come and go 24 hours?

Basically, you can come and go freely, but for security reasons, the main entrance will be locked from 00:00 to 06:00.
Please touch your room key, or if you do not have one, please notify us using the intercom outside the main entrance.

4. What is the "LG Styler" cleaning machine?

This is a closet-type home cleaning machine.
By filling the interior with steam, it is possible to disinfect and deodorize clothing that cannot be washed in a washing machine.
Additionally, it is possible to remove wrinkles and dirt such as pollen and dust through vibration.
Official HP http://www.lg.com/jp/steam-washer/lg-S3WER

5. Are the bath and toilet separate?

It varies depending on the specifications of each room.

6. Please tell me the size of the bed.

Single width 120cm × length 195cm, double width 140cm × length 195cm, twin width 100cm × length 195cm, twin extra (using sofa bed) width 90cm × length 195cm have been delivered.

7. What amenities are provided in the guest rooms?

Bath towel / Face towel / Hair dryer / Shampoo / Rinse / Body shampoo / Gown / Toothbrush set / Slippers / Green tea
Please take cotton swabs, razors, and hairbrushes from the amenity bar at the front desk.

8. What is a gown?

One-piece type with thin fabric, available only in 120 cm size (for in-room use only)
* All are for adults; we do not provide gowns for children. Shoulder width 65 cm, chest circumference 62 cm, length 120 cm.

9. How many card keys are there?

Up to 3 can be issued depending on the room type.

10. Is Wi-Fi available?

Free Wi-Fi is available throughout the hotel.

11. Is there a stroller rental available?

There is none.

12. Is there an ice machine?

Located on the 2nd floor is the laundry.

13. Is there a vending machine?

Located at the front desk on the 2nd floor.

14. Are pets allowed to stay?

Cannot be accepted.

15. Is there a coin laundry in the hotel?

Available on the premises (for a fee). Please feel free to use it.
・Washing once → $4.50
・Drying 20 minutes → $2.00

16. Is there a currency exchange machine?

There is none. Please call the staff using the front phone on the second floor. Hotel staff will assist you.

Are there devices that can mirror to the TV, such as Chromecast?

There are none. (As of June 1, 2024) There are external sites that list services that were previously offered, but the information on the official site is accurate.

Can I watch Netflix and YouTube on the TV?

There is an access button on the remote control for the television model, but it is not provided as a hotel service. We are also unable to support the operation methods.

About Services and Facilities

1. Are there no human staff? If I feel unwell during my stay, will a robot assist me?

Hotel staff are available 24 hours a day. In case of an emergency, hotel staff will respond.

2. What security measures are in place?

We monitor with security cameras 24 hours a day.
The hotel is locked at night, so external guests cannot enter.
Additionally, the elevator to the guest room floors cannot be used without a card key.

3. Can I send my luggage, such as a suitcase, to the hotel in advance?

A. It is possible, but please follow the instructions below.
■Method: Please ensure to use "prepaid". We cannot accept any packages sent as "cash on delivery". (Temporary prepaid is also not allowed.)
■Shipping: We kindly ask that you send it on the day before your stay or on the day of your stay. Additionally, please make sure to include the "stay date" and the "full name of the person who made the reservation" on the shipping label.
■Notes: We regret to inform you that we cannot accept any valuables, fragile items, electrical appliances, perishable goods, hazardous materials, pharmaceuticals, correspondence, luggage with unusual odors, or any items that require temperature and humidity control, including cool delivery, as well as any items that we deem inappropriate for storage. In such cases, shipping and return fees will be the responsibility of the customer (e.g., cash on delivery). Thank you for your understanding.

4. Is there a delivery service available?

We only accept cash on delivery shipments.

5. Is there room service? (Can you deliver items like birthday cakes?)

If you have any requests for anniversaries or other occasions, we can provide small items such as a message card or towel art. If you would like a message card, please contact us with your name and the details of your celebration.

6. Is there a hotel concierge?

Not available.

7. Is it okay to leave unwanted items such as trash behind?

Please only dispose of items that occurred during your stay. We kindly ask that you take home any large items classified as bulky waste (items with a length exceeding 30 centimeters on any side).
In the event that disposal is necessary, we will charge you for the disposal fee. *3,000 yen per item

8. Can I get a hotel brochure?

Download here. *Currently, we do not support mailing.