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 (050-5894-3781). We apologize, but we do not accept reservations by email.

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 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.

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.

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?

There is a partner parking lot available.
For more details, please see the Access page.

How many minutes is it from the nearest station on foot?

●1 minute walk from Toei Oedo Line and Asakusa Line "Daimon" Station Exit B4
●2-minute walk from the North Exit of Hamamatsucho Station on the JR Yamanote Line and Keihin-Tohoku Line
●About a 4-minute walk from the Central Exit of Hamamatsucho Station on the Tokyo Monorail

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 same day.

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

On the day of check-in and check-out, you can store your luggage at the free baggage port located on the 2nd floor.

Is it possible to check in after 12 AM?

If you contact the hotel in advance, it is possible. Please note that if there is no contact, your reservation may be canceled.

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

We apologize, but we do not accept check-ins before 6 PM.

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.

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.
However, the maximum number of guests that can sleep in the same bed is one person.
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.

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.

Are there baby beds or bed guards available?

We do not offer that service. Additionally, due to the structure of the room, we are unable to provide assistance with moving the beds together.

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 (03-3433-2033) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-hamamatsucho@hennnahotel.com).
1-24-11 Hamamatsucho, Minato-ku, Tokyo 105-0013 (We apologize for the inconvenience, but we kindly ask that you bear the shipping/communication 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

Is it possible to use the restaurant on the day?

Regarding breakfast, there is a limited quantity available, so please come directly to the restaurant.

Please tell me the breakfast price.

Children under 2 years old / Free, ages 2 to 5 / 700 yen, ages 6 and above / 1,300 yen. Please come directly to the restaurant.

Did I leave something behind at the hotel?

A. The 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 (050-5894-3781).

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

The entire hotel is non-smoking. There are public smoking areas near the hotel. (About a 30-second walk from the hotel, outdoors)

Can guests come and go freely 24 hours a day?

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.

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

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

Is the bath and toilet separate?

It is a unit bath.

Please tell me the size of the bed.

[Height] 195cm (all beds uniform), [Width] Single room: 120cm, Semi-double room: 140cm, Twin room: 100cm, Tower view deluxe twin room: 100cm (extra bed same size)

Please tell me the capacity of the guest room.

Single Room: Maximum 1 adult (1 child can sleep with an adult), Semi-Double Room: Maximum 2 adults (1 child can sleep with an adult), Twin Room: Maximum 2 adults (2 children can sleep with adults), Tower View Deluxe Twin Room: Maximum 3 adults (3 children can sleep with adults)

What amenities are available in the guest rooms?

Bath towel / Face towel / Gown / Hairdryer / Toothbrush set / Shampoo / Rinse / Body shampoo / Slippers

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.

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.

How many card keys are there?

One issuance per guest room.

Is Wi-Fi available?

Free Wi-Fi is available throughout the hotel.

Is there international broadcasting available on the in-room television?

There is none.

Is there pay-per-view television?

There is none.

Is there a stroller rental available?

There is none.

Is there an ice machine?

Located on the 1st floor is the laundry room.

Is there a vending machine?

Located on the 1st floor is the laundry room.

Are pets allowed to stay?

Not possible.

Is there a coin laundry in the hotel?

There is a 1st floor inside the building (for a fee). Please feel free to use it.
・Washing once → $4.50
・Drying for 10 minutes → $2.00

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.

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.

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 luggage that has an unusual odor, as well as any luggage that we deem unacceptable based on its contents.
In that case, the shipping/return costs will be borne by the customer (cash on delivery, etc.). Thank you for your understanding.

Is there a delivery service?

We only accept cash on delivery shipments.
Please note that we cannot accept prepaid shipping.
(Note) For cool delivery and oversized items, please bring them directly to the nearest "Yamato Transport Hamamatsucho 1-chome Center".
Business Hours Weekdays 08:00 AM - 08:00 PM Same-Day Shipping Cut-off Time Weekdays 07:00 PM Closed on Saturdays, Sundays, and Holidays

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

Room service is not available, but if you contact us in advance, we will provide alternative options.

Is there a hotel concierge?

Not available.

Is it okay to leave unwanted items like 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 longest side exceeding 30 centimeters).
In the event that disposal is necessary, we will charge you for the disposal fee. *3,000 yen per item

Is currency exchange available?

Unfortunately, we are unable to accommodate that at the hotel. Please come to the front desk, and we will guide you to the available facilities.

Is there a convenience store nearby?

Please exit the front entrance and proceed to the left.
If you turn right at the first corner towards Hamamatsucho Station, you will find a "Lawson". If you turn left at the first corner towards Shimbashi Station, you will find a "Seven-Eleven".

Can I get a hotel brochure?

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