Frequently Asked Questions

About Hotel Reservations

Q

Can I change my reservation?

A

Q

How many rooms can I book at once?

A

Q

Can I make a reservation on someone else's behalf?

A

Q

What is the accommodation rate for children?

A

Q

Can we make specific room requests when making a reservation? (Rooms next to each other, higher floor, etc.)

A

Q

What is included in the room rate displayed on the website?

A

Q

I want to check-out earlier than planned.

A

Q

I am not receiving any e-mails from Toyoko Inn.

A

Q

How much is the cancellation fee?

A

Q

(Club Card members) I paid online with credit card but didn't receive my ¥200 discount.

A

Q

Do you have a waiting list?

A

Q

Can children stay alone?

A

About Accounts

Q

Account registration

A

Q

Is account registration free?

A

Q

Can I use a cell phone email address or free email address for account registration?

A

Q

I can't login.

A

Q

I forgot my password.

A

Q

I have forgotten my ID (e-mail address).

A

Q

I haven't received an email to reset my password.

A

Q

Can I change my registered email address?

A

Q

I want to change my account information.

A

About Coupons

Q

How can I use my coupons?

A

*If you wish to apply coupons to an existing booking, this is possible by editing your reservation (it may not be possible to make changes to certain plan bookings or on certain dates and times). *Please note that coupons or discounts cannot be applied on the day of check-in

About Toyoko Inn Membership Programs

Q

I don't have an email address. Can I still become a member?

A

Q

Can I use the same e-mail address to register accounts for my family or coworkers?

A

Q

How do I become a Club Card member?

A

Q

What are the registration and annual membership fees for Club Card membership?

A

Q

How soon can I use the card?

A

Q

If I have completed the online registration when I made my booking, when can I start using the member's discount?

A

Q

Can I combine my Club Card discount with other discounts?

A

Q

When does a card expire?

A

Q

How do I change the registered information (such as address and phone number)?

A

Q

What if I forget to bring my Toyoko Inn Club Card when I stay?

A

Q

What should I do if I lose my card?

A

Q

How do I cancel my card?

A

About Points

Q

How can I check the points on my Club Card?

A

Q

I didn't get points for my stay?

A

Q

How do I use my points?

A

Q

What is the expiration date of the coupon?

A

Q

What should I do when I want to use my free stay coupon?

A

Q

Can I use a free stay coupon for other room types or plans?

A

Q

Can someone else use my free stay coupons or Toyoko Inn gift tokens?

A

Q

I lost my free coupon. Could it be reissued?

A

Q

Will I earn points if I stay using a free stay coupon?

A

Q

If two Toyoko Inn Club Card members stay in one room together, will both earn points?

A

About Staying in Our Hotels

Q

What time is check-in/check-out?

A

Q

What should I do if I am arriving late at night or later than the planned arrival time?

A

Q

I want to check-in early.

A

Q

I wish to check-out later.

A

Q

Could you keep my belongings before the check-in and after the check-out?

A

Q

Can I send you my luggage before arrival?

A

Q

Can I ship a package from the hotel?

A

Q

I plan to come back and stay at your hotel after a few days. Can I leave my luggage with you until my return?

A

Q

Does breakfast cost extra?

A

Q

Where is breakfast offered? Can I take take the food back to my room?

A

Q

Can I stay in the room during the day if I stay for multiple nights?

A

Q

Is housekeeping provided every day during my stay?

A

Q

Should I leave the key at the front desk when I go out?

A

Q

Can I meet a visitor in my room?

A

Q

Can I stay with a pet?

A

Q

Can I stay with my assistance dog (guide dog, hearing dog, service dog, etc.)?

A

Q

Can I smoke inside the guest room? Are e-cigarettes and heat-not-burn cigarettes allowed?

A

Q

I would like to borrow towels and amenities for my small child staying with me

A

About Facilities & Services

Q

Is there parking at the hotel? Can I book beforehand?

A

Q

Is there parking available for motorcycles and bicycles?

A

Q

What facilities does the hotel offer?

A

Q

What facilities and amenities are available?

A

Q

Is there Internet access?

A

Q

Do you offer room service?

A

Q

Are there any accommodations for guests with disabilities?

A

Q

Does the hotel have a meeting room?

A

Q

Does the hotel have a public bath?

A

Q

Is there a restaurant in the hotel?

A

Q

Can you provide residency certificates, temporary return certificates and other such documents?

A

About Payment

Q

When and how do I make the payment?

A

Q

What types of credit card do you accept?

A

Q

Which QR code payment methods are accepted at the hotel?

A

Q

When will I receive my receipt?

A

Q

When and how is accommodation tax collected?

A

Q

I would like to pay using a free stay ticket or a discount coupon

A

Q

I want to pay using a gift card

A

Q

How do I pay the fees that occur after checking in?

A

Q

What types of credit card do you accept?

A

Q

Can I use credit cards that are not under my name?

A

Q

When is online payment settled?

A

Q

(For online payments) How will charges appear on my credit card statement?

A

Q

Can I pay in instalments?

A

Q

Can I change a reservation that was already paid for using online card payment?

A

Q

About cancelling a pre-paid reservation

A

Q

About receipts for online credit card payments

A

Q

About the digital receipt service for online card payments.

A

About our App

Q

Which hotels accept the app's membership card (QR code)?

A

Q

What do I need to do when I change my phone?

A

For Inquiries

Q

About Toyoko Inn Club Card membership

A

We have recently experienced a number of misdialed phone calls. When making inquiries, please be sure to double-check the phone number and take extra care to avoid dialing the wrong number.

Q

Suggestions about the hotel/services

A

Q

How can I make an inquiry to the hotel?

A