FAQ

About Your Reservation

Can I make a reservation by phone or email?

For reservations by phone, please call the Henn na Hotel Tokyo Nishi-Kasai Customer Center (050-5894-3770). You can check the customer centers of other Henn na Hotel facilities here. We apologize, but we do not accept reservations via email.

When does the cancellation fee apply?

For reservations of 10 people or less, charges will apply from the day before. The cancellation fee is 20% for the day before, and if canceled on the same day or if no notice is given, the full amount will be charged. *Please note that the cancellation policy may vary depending on the reservation plan.
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.
* Prepaid cards cannot be used.

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 a multi-story parking garage (paid).
There are restrictions on the number of vehicles and types of vehicles that can be parked.
For more details, please refer to the Access page.

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

It is a 3-minute walk from the North Exit of Nishikasai Station on the Tokyo Metro Tozai Line.

Is there a shuttle bus to the Maihama area?

We operate a free shuttle bus to Tokyo Disneyland® (Maihama Station). For the schedule, please refer to the Access page.

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

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 (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 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.

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

We will keep it for you free of charge.
There is a luggage storage locker in front of the restroom on the first floor of our hotel.
If it is the day of check-in or check-out, it is available for free to guests only.
If all the lockers are full, please call a staff member at the front desk, and we will take care of your belongings.
* We cannot accept valuables, fragile items, hazardous materials, or food and beverages, so please understand this in advance.
* After checkout, we will hold your belongings until 12:00 AM on the same day.

Is it possible to check in after 12 AM?

It is possible. In that case, we would appreciate it if you could inform us of your expected arrival time.
For security reasons, our automatic doors are locked from 12:00 AM to 6:00 AM.
After 12:00 AM, the hotel entrance will be locked, so please ring the intercom located next to the entrance (outside).

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

Check-in before 6 PM is not possible, so please choose a plan that matches your expected arrival time.

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. For two guests, we generally ask that you make a reservation for two separate rooms.
The use of beds for children only and sharing a bed with those aged 6 and older will incur the same room charge as adults.
No amenities, towels, or pillows will be provided for children sleeping with adults.

Are there baby beds or bed guards available?

We apologize, but we do not have it available.

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 (03-3804-1701) or by mail. We also accept attachments sent via email.
When sending via email, please send it to the hotel's email address (info-nishikasai@hennnahotel.com).
134-0088 Edogawa-ku, Nishikasai 5-4-7, 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.
Download the agreement from here

Did I leave something behind at the hotel?

The storage period at the hotel is set to 14 days. Contact number: 050-5894-3770
Note 1) Regarding food and beverages, due to hygiene issues, we will dispose of them immediately without storage.
Note 2) We will notify you regarding valuables. If we are unable to contact you, we will keep them at the hotel for 7 days and then report them as lost property to the police.

About the Building and Room Facilities

Do you have accessible rooms?

We have universal rooms available, but there is a limited number of guest rooms. For more details, please contact our customer center at (050-5894-3770).

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

The entire premises are non-smoking. Please refrain from bringing cigarettes and other smoking materials into the guest rooms.
If you wish to smoke, please use the smoking area at Nishi-Kasai Station (a 3-minute walk).

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?

All rooms are equipped with a unit bath.

Please tell me the size of the bed.

Double room width 140cm × length 195cm, twin room width 90cm × length 195cm, deluxe room width 90cm × length 195cm (sofa bed is the same size)

Can the beds be pushed together?

It is possible to move the beds together, but please be aware that there will be a gap between the beds. If you would like this arrangement, please consult us by the day before check-in. Moving the beds yourself is prohibited as it can be dangerous. Additionally, we do not provide any equipment to secure the beds.

What amenities are available in the guest rooms?

Bath towel / Face towel / Hair dryer / Shampoo / Conditioner / Body wash / Slippers / Shoehorn / Toothbrush
Other amenities are available at the amenity corner on the first floor.

What is a gown?

We offer a one-piece type made of thin fabric, available only in size 120 cm (please use it only in the guest room).
Shoulder width 65 cm, chest circumference 62 cm, length 120 cm.
※All items are for adults; there are no children's gowns available in the room. If you would like to use a children's gown, please inform the staff.

How many card keys are there?

Room key cards can be issued for the number of guests using the beds.

Is Wi-Fi available?

Free Wi-Fi is available throughout the hotel. Please check the password on the television in your room.

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

There are no settings.

Is there pay-per-view television?

There are no settings.

Is there a stroller rental available?

Not available.

Is there an ice machine?

Located in the laundry on the first floor of the hotel.

Is there a vending machine?

There is a vending machine for juices installed on the left side when facing the main entrance on the first floor of the hotel.

Are pets allowed to stay?

We do not allow stays with pets.

Is there a coin laundry in the hotel?

Located on the first floor of the hotel (for a fee). Please feel free to use it.
・Laundry once → $4.50 (detergent is automatically dispensed)
・Drying 20 minutes → $2.00

Is there a laundry service or rental of a trouser press?

Unfortunately, we do not have it available. We have equipped all rooms with LG Styler, which has similar features.
Official LG Styler Website → here

About Services and Facilities

Is the lounge available?

All guests can use this service.
For details on business hours, please check the lounge page.

Are there human staff available? 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 luggage that contains raw items, hazardous materials, items with an unpleasant odor, or any luggage that we determine falls into these categories, as well as any luggage that we refuse 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.

* The luggage you sent will be stored at the front desk. Please inform the front desk staff at check-in.

Is there a delivery service?

We only ship with cash on delivery. We accept shipments at the front desk until 11:00 AM. The total of the three dimensions must be 160 cm or less and weigh no more than 25 kg (Yamato Transport).
We will only accept shipments to other hotels if cash on delivery is possible.

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

We do not provide room service or food delivery to the rooms.

Is there a hotel concierge?

We do not offer concierge services.

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. *2,000 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?

Exit the main entrance, and to the right, there is a "Lawson" within a 1-minute walk, and to the left, there is a "FamilyMart" within a 2-minute walk.

Can I get a hotel brochure?

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