FAQ

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call the Henn na Hotel Customer Center (050-5894-3771). We apologize, but we do not accept reservations by email.

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

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.

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).

Is it possible to check in after 12 AM?

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).

How many rooms can be booked in one reservation?

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.

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.

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.

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.

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

A. Yes, reservations made through the official website can be issued for 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

Is there parking available?

We have 3 available. Please refer to the access page.

Is there a shuttle service from the nearest station?

Not available. Please refer to the access page.

What time is check-in and check-out? (Can it be extended?)

Check-in is from 3:00 PM, and check-out is until 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 (tax included) per hour. After 13:00, we will charge 100% of the accommodation fee, only if there are available rooms on the day.

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

It is possible only on the same day. Please use the baggage port or lockers located in front of the front desk on the first floor. However, storage that crosses over to the next day will incur a fee. (1,000 yen per item per night)

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 (03-3547-2501) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-ginza@hennnahotel.com).
2-2-1 Tsukiji, Chuo-ku, Tokyo 104-0045 (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 the consent of the guardian cannot be confirmed at the time of check-in, please provide the signed consent form from the guardian via fax or by mail at a later date after confirming by phone or other means on the spot.

Download the agreement from here

Please tell me about children sleeping with parents.

Children under 6 years old can stay for free when sharing a bed with an adult.
The maximum occupancy of the room, including children sleeping with adults, is set as follows.

・Double: 2 adults + 1 child under 6 years old sharing a bed
・Twin: 2 adults + 2 children under 6 years old sharing a bed
・Semi-double: 1 adult + 1 child under 6 years old sharing a bed
・Deluxe Twin: 3 adults + 2 children under 6 years old sharing a bed

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.

Can I use the restaurant on the day?

All guests can enjoy breakfast in the lounge.

I have a short stay reservation, but can I check in before 6 PM on the day of arrival?

Cannot be accepted.

Can I check in earlier than the scheduled time?

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

Are there baby beds or bed guards available?

We have bed guards available (free of charge). Please request at the front desk.

Is it okay to leave things you no longer need?

Please only dispose of items that were generated during your stay. We kindly ask that you take home any large items classified as bulky waste (items with a longest side exceeding 30 centimeters). Any disposal fees incurred when we dispose of bulky waste will be charged to you.

Can large buses stop in front of the hotel entrance?

No, I cannot.

Did I leave something behind at the hotel?

Storage regulations vary depending on the item.
[Valuables] We will notify you as soon as they are found. If we are unable to contact you, we will keep the items at the hotel for 7 days and then turn them over to the police as lost property on the 8th day.
[Food and Beverages] Due to hygiene issues, we will dispose of items immediately without storage.
[Other Items] After 14 days of storage, items will be disposed of on the 15th day. (No notification will be sent from the hotel)

About the Building and Room Facilities

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 (050-5894-3771).

Do you have non-smoking rooms? Also, are there rooms where smoking is allowed?

All rooms and the entire facility are non-smoking.

What is the "LG Styler" cleaning machine available in all guest rooms?

This is a closet-type home cleaning machine.
Official HP http://www.lg.com/jp/steam-washer/lg-S3WER

Is the bath and toilet separate?

This is a unit bath.

Please tell me the capacity of the guest room.

Single Room: Maximum 1 adult, 1 child can sleep with
Double Room: Maximum 2 adults, 1 child can sleep with
Corner Twin Room: Maximum 2 adults, 2 children can sleep with
Deluxe Twin Room: Maximum 3 adults, 2 children can sleep with

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.

Please tell me the size of the bed.

Single Room: 140cm
Double Room: 160cm
Corner Twin Room: 90cm
Deluxe Twin Room: 90cm with 2 beds and 1 extra bed (90cm) has been brought in.

How many card keys are there?

For 1 person, 1 ticket. For 2 people, 2 tickets. For 3 people, 2 tickets will be issued. Thank you for your understanding.

Is Wi-Fi available?

Free Wi-Fi is available in both guest rooms and the lobby.

Is there a stroller rental available?

There is none.

Is there an ice machine?

Installed on the first floor.

Is there a vending machine?

There is one vending machine on the first floor.

Is there a coin laundry in the hotel?

Available on the premises (for a fee)
・Washing once → $4.50
・Drying 20 minutes → $2.00

Are pets allowed to stay?

Cannot be accepted.

What is a gown?

One-piece type with thin fabric, available only in size 120 cm (for in-room use only)
* All are adult sizes; we do not provide gowns for children.

About Services and Facilities

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.

This is a hotel serviced by robots, but 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.

Is the internet available?

Free Wi-Fi is available in both the guest rooms and the lobby.

Is there room service? (Can you deliver a birthday cake, etc.?)

Basically, we do not offer room service.
If you are staying for a special occasion, please let us know in advance, and we will place towel art and a message card in your room.

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

It is possible, but please adhere to the following.
■Method: Please be sure to use prepaid. We cannot accept any packages sent as cash on delivery. (Temporary cash on delivery is also not allowed.)
■Shipping: We kindly ask that you send your package on the day before your stay or on the day of your stay.
Additionally, when sending, please be sure to include the "Check-in Date" and the "Full Name of the Person Who Made the Reservation" on the invoice.
■Notes: We regret to inform you that we cannot accept any valuables, fragile items, electrical devices, perishable goods, hazardous materials, or any luggage that we deem to have an unpleasant odor or any other items that we determine we cannot accept.
In that case, the shipping/return costs will be borne by the customer (cash on delivery, etc.). Thank you for your understanding.

Can I get a hotel brochure?

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

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

It is possible. However, please understand that we may not be able to accommodate you depending on the level of congestion.

Is there a delivery service?

Please let the front desk know.
* We only accept shipping with payment on delivery.
Please note that we do not accept prepaid shipping.

Is there a hotel concierge?

Not available.