Frequently Asked Questions

For reservations made via the Toyoko Inn official website, changes can be made until 12:00 on the day of check-in. For changes that can't be made online, please contact the hotel. *For plan bookings, the possibility of making changes may depend on the reservation date. *Once a reservation has been changed via phone, further changes and/or cancellations will not be possible online.

For normal bookings, up to nine rooms can be booked via our official website. To request a group booking for more than 10 rooms, please select the "Reservations for 10+ rooms" box under "Find & Reserve" or contact the hotel directly.

Yes, you can. If you are making a reservation on the Toyoko Inn Official Website, please enter the name of the person staying at the hotel in the "Guest Name" field.

We do not offer child rates. However, if a child in elementary school or younger shares a bed with a parent, they can stay for free (up to one child per bed). Children with beds of their own or children in middle school or above are counted as adults.

Only the type of room and smoking preference can be specified (single, twin, double etc.) The location of available rooms changes on a daily basis, so please ask at the front desk when checking in. We can accommodate reasonable requests for room location if made prior to check-in, but this is subject to availability.

The room rates displayed on our website includes the necessary consumption tax for hotels in Japan. VAT (value-added tax) is included in the rates for overseas hotels. For hotels that require a local accommodation tax, this is not included in the displayed price. Please check your booking confirmation for more information.

Should you wish to change your check-out date to an earlier one (shorten your stay), please notify us before 10AM on the day you wish to leave. After 10AM, depending on the time you wish to leave, additional fees will apply. Additional fees: 　> Before 2PM: ¥1,000 will be charged per hour (tax included) 　> After 2PM: The full day rate will be charged

If you are not receiving emails from us, please check the following: 1. Spam or Trash Folder: Emails may be filtered into your "spam" or "trash" folder. Check your settings and see if any emails from us have been miscategorized. 2. Inbox or Server Full: Your inbox or mail server may be full. Check the status with your email provider, clear unnecessary data, or increase your storage if needed. 3. Blocked Sender: Our emails may be blocked. Ensure our domain is not restricted and allow emails from the following addresses: The following sender addresses are used by our company: ・Booking confirmations, modifications and cancellations: [branch name]@wm.toyoko-inn.com ・E-mail magazine: recommend@mail.toyoko-inn.com ・Account registration: user_registration@toyoko-inn.com ・Password reset confirmation: password@toyoko-inn.com ・Final reminder: mail@rml.toyoko-inn.com ・Thank you mail: thanksmail@thanks.toyoko-inn.com

Cancellation Policy [Official Website Reservations ・Phone Reservations] After 12:00PM / No-Show: 100% of Reservation Fee ・100% accommodation fee will be imposed for cancellation made from the 2nd night onward or cancellation made after 10:00 AM on the day of cancellation (for stays more than 1 night). ・A separate cancellation fee may apply for plan-based reservations. ・Cancellation fees are subject to its respective policies for third-party website reservations. ・Reservations with 10+ rooms (on same dates and location) will be treated as a group booking and may require a separate contract. Group cancellations are subject to the following policy, unless otherwise specified in a “Group Reservation Confirmation” or other agreements. [Group Cancellation Fees] ・7 days prior: 10% of the total accommodation fee ・2 – 6 days prior: 30% of the total accommodation fee ・1 day prior: 50% of the total accommodation fee ・Same-day / No-show: 100% of the total accommodation fee

For Club Card members, the 5% member discount is applied after the official website discount of ¥200 (for on-site payment) or ¥400 (for online payment). Example 1: On-Site Payment Room Rate: ¥6,200 Official Website Discount: ¥200 5% Member Discount: ¥300 Final Price: ¥6,200 - ¥200 - ¥300 = ¥5,700 Example 2: Online Credit Card Payment Room Rate: ¥6,200 Official Website Online Payment Discount: ¥400 5% Member Discount: ¥290 Final Price: ¥6,200 - ¥400 - ¥290 = ¥5,510 As shown above, the 5% member discount is calculated after applying the ¥200 or ¥400 discount. This is why the member discount amount may vary depending on the initial discount applied.

No, we don’t. We are sorry, but please check or contact on another day.

If a minor is staying by themselves, we may require confirmation from a parent or guardian.

Registering an account with us is the simplest way to use the Toyoko Inn official site. Once your have registered, please login using your e-mail address and password to make bookings without needing to enter your details each time. Joining the Club Card program is a different process to account registration. As of 2025, those who join as Club Card members will have an account registered automatically. Those who joined before this will need to create their own web account separately.

Registering for an account on the official Toyoko Inn website is free. Please note: Account registration and Club Card registration are separate. The Club Card requires a one-time fee of ¥1,500 (¥1,000 for students).

Yes, you can use any email address for registration. However, please make sure to use an address which can receive emails.

The following issues may be preventing you from logging in:

You can set new password from the Account Search page. We will send an email with password reset instructions. Please ensure you can receive emails from our domain: "toyoko-inn.com."

Please click on the link below and proceed with the account search (e-mail address inquiry)

If you have not received an email, this may be for one of the following reasons: 1. The email has been filtered into a “spam” or “trash” folder. Check the settings of your email software and make sure you can receive emails from ［toyoko-inn.com］. 2. Your mailbox or mail server is full. After checking your email settings, increase the capacity of your mailbox or delete unnecessary emails. 3. Emails from [toyoko-inn.com] have been blocked. Our emails may automatically be filtered out from your inbox. Please check your settings and allow emails to be received from the domain [toyoko-inn.com] If the email address you used to register your account is no longer in use, please delete your account and then create a new one.

You can update your registered email address by clicking on "change email" in the "My Page" area.

You can change your account information from the "Update Account Information" section located on the account page.

You can apply your coupons when booking through the official Toyoko Inn website. During the booking process, eligible coupons for your selected dates and plan will be displayed. The discount value will be deducted from the total amount.

To become a web member, you must have a valid email address. Without one, you cannot make reservations through our official website or app. In order to make a reservation, please call the hotel directly.

No, since your email address is used as your ID, each account requires a unique email address.

After completing the online registration form found through the link below, you can have your card issued the next time you stay with us or at any nearby branch. Once your card has been issued, Club Card registration is complete. When you come to have your card issued, please bring proof of identification that shows your date of birth (copies will not be accepted) and be ready to pay the registration fee of ¥1,500 (¥1,000 for students). Students must present student ID (copies will not be accepted). Those above middle school age can have their card issued at any branch.

A one-time registration fee is required, but there are no annual or ongoing fees to maintain your membership. General: ¥1,500 Students: ¥1,000 *All customers must present a valid ID when registering (copies not accepted). *Students must provide a physical student ID (copies not accepted). *Guests aged 60 or older will receive one free point as a gift upon registration. Please bring a valid ID (copies not accepted).

If you apply for Toyoko Inn Club International Card at check-in, you can stay at a member rate and earn points starting that day. We will hand you the card by the time you check out.

Once you have completed online registration, the member's discount can be used straight away. The booking will be completed at the normal price, with the member's discount being applied at the time of check-in (in the case of online payments made beforehand, a refund will be issued equal to the discount).

Not all promotions may be combined with the Club Card discount. Please verify the applicable discounts at the time of booking.

There is no expiration date.

Please call Toyoko Inn Club Card Office TEL: 03-3731-4545 (Weekdays 10AM - 4PM). Please note that for security reasons, we will need to verify your identity before providing any assistance over the phone.

When you check-in, it is necessary to present your Toyoko Inn Club Card or digital membership (QR code). If you do not have either of these with you, you will be unable to receive the benefits associated with Club Card membership. *Please note that we cannot accept copies or photographs of your membership card, digital or physical.

We can reissue your card at any Toyoko Inn reception, however you will be required to show valid proof od identity and pay a fee of \500. Points that were earned on a lost card will be recovered on the new card. *Once a card has been reissued, the old card will become void. Please dispose of the old card if you find it as it will no longer be usable.

Please contact us via telephone. "Toyoko Inn Club Card Office” TEL: 03-3731-4545 (Weekdays 10:00-16:00) *Unfortunately, we cannot issue refunds for the registration fee *After your contract is cancelled, all your registered information will be deleted from our database. *Due to an increase in misplaced calls, we kindly ask all customers to check that they are contacting the correct department.

After logging in, you can check your points balance on the "My Page" section. For inquires by phone, please check the following information. In order to protect our customers' personal information, we will need to confirm your identity. Toyoko INN Club Card office TEL: +81(0)3-3731-4545 (weekdays from 10:00 until 16:00)

Points won't be given in these cases: ・If you forget your card ・If you use a complimentary voucher for your stay ・If you book through websites or travel agencies other than our official Toyoko Inn website For Twin and Double rooms with two members, points are added to only one member; the other won't receive points. *Points become valid the day after your stay, you cannot check your points on the day of your Check-In.

Once you have accumulated 10 points, you may stay for one night in a single room at no cost. When you check-in, please show your Toyoko Inn Club Card or digital membership to the front desk to have your coupon issued. It is possible to not collect any points on the day and redeem your coupon, or continue to collect points when you have reached your 10th stay. Once you have redeemed your free stay coupon, it is possible for another person to use it. However, we cannot reissue any coupons, even in the case of loss. *The free stay coupon can be used on the most basic single fare, the standard plan. Should you wish to use a different room type or plan, the cost will be calculated by deducting the value of the standard plan. *In order to have your free stay coupon issued, you must present your Club Card or digital membership *As points become usable the day after they are earned, you will not have 10 points until the day after your 10th stay.

There is no expiration date.

Please consult the front desk when you check-in. We require a signature from the person who is staying when a free stay coupon is redeemed. In the case of online payments made beforehand, the free stay coupon cannot be used.

The free stay coupon can be used on the most basic single fare, the standard plan but can be used on other room types and plans. The difference between your new balance and the standard plan will be calculated and can be paid by cash, credit card or Toyoko Inn coupons.

Free stay coupons and gift tokens that have been issued can be used by another person. The sale of official coupons is strictly prohibited and we do not take any responsibility for any inconvenience or losses caused through resale.

No it cannot.

Points will not be awarded for free stays.

Points will only be awarded to one of the two guests during a stay.

By default, check-in is from 15:00 and check-out is before 10:00. However, this may vary depending on your plan. Please check your booking confirmation.

Please make sure to contact the hotel beforehand if you are checking in later than the planned arrival time. In some cases, the hotel may cancel your reservation if you fail to contact the reception before your scheduled time of arrival. If your reservation has already been paid for online by credit card, there is no need to contact the hotel if you will be arriving later than scheduled. However, if you will not be stopping at the hotel, please contact the reception and cancel your booking. If you have booked a stay for multiple nights and do not arrive on the first day without contacting the hotel, the following nights will be cancelled.

We will be able to guidance to the room after 16:00. Check-in procedures are only possible before 16 o'clock. Toyoko Inn Club Card and Toyoko Inn Club Corporate members can check-in at 15:00.

On the day of check-out, you may extend your stay if there are empty rooms available, but please let us know beforehand. If you wish to extend your stay, there is a charge of ¥1,000 until 14:00. If you check-out after 14:00, you will be charged for a full day. Please note that there may be cases where we cannot extend your stay if there are no empty rooms available.

Yes, we can keep your belongings from the morning of your check-in date until check-in. However, by the situation are limited, so please contact the hotel beforehand. Luggage storage after check-out is different for each hotel, so please check with each hotel. We cannot accept valuables or products that need to be refrigerated

We can receive and keep your package or luggage until your arrival. Please write your reservation number, check-in date, and name(s) of people staying at our hotel legibly in the invoice. If possible, please specify the delivery date so that it will reach us the day before or on the morning of your check-in date. *When The number and size of luggage are limited,we might not be able to receive the luggage. *We cannot accept valuables, cash-on-delivery items, or products that need to be refrigerated. *Please note that some hotels may not be able to hold your luggage if it arrives the day before check-in. Please contact the hotel you will be using. *At some hotels, we may not be able to receive packages arriving the day before your check-in date. Please contact the hotel for details. *There is no hotel porter to carry your luggage from the front desk to your room.

Yes, the service is available at the front desk. We only ship to domestic addresses. We do not offer international shipping.

Some of our hotels may be able to keep your luggage for a few days, so please check with the hotel beforehand.

With the exception of certain hotels outside of Japan, all Toyoko Inn hotels offer a free breakfast service. Free breakfast is only available to those staying at our hotel.　 *Service hours may vary by the hotel. Please check the official page of each hotel for more information. *As the breakfast service is free, the room fee will not be cheaper if you choose not to eat breakfast.

During service hours, breakfast is provided in the hotel lobby or you can choose to take the food up to your room. In cooperation with our sustainable development policies, please only take the amount of food you will eat. To prevent food poisoning, we do not allow food to be taken out of the hotel.

You can stay in your room 10:00-15:00 during the multiple-night stays except for your check-in and check-out dates. However, we may ask you to leave the room temporarily for room cleaning.

As part of our efforts to protect the global environment, Toyoko INN has introduced the “ECO Stay” program at its hotels in Japan. Under this program, regular room cleaning is provided once every three days. On the other days, staff will enter the room only to replace towels, collect trash, and make the bed.

If it is a cylinder key, please make sure to leave it at the front desk. If it is a card key, please keep it with you. *Please note that if you lose the cylinder key, you may be required to pay damages as a key exchange fee.

Visitors are not allowed to enter the room. Please meet the visitor in the lobby.

Small dogs are only permitted at participating hotels. *Unfortunately, we cannot accept pets at hotels other than those listed.

Yes, you can.

Smoking is only allowed in guest rooms with a smoking sign beside its room description and inside guest rooms with a “smoking” mark. Smoking is prohibited in all other area however, we do have smoking areas in some hotels. E-cigarettes and heat-not-burn cigarettes are only permitted inside rooms where smoking allowed.

Unfortunately, we do not provide towels for children staying with a parent. Please ask at the reception desk for additional towels which can be rented for a fee. Amenities can be taken freely.

Whether or not there is parking depends on the hotel. Hotel parking is first come first served (some hotels may accept bookings). Please check the relevant hotel page or contact the hotel for more information.

Parking availability varies by hotel. Please contact your chosen hotel directly for information on motorcycle and bicycle parking.

Our facilities include but are not limited to: AED, lobby computer, color printer, vending machine, water server, ice machine, microwave, and laundry facilities. Some hotels may not have all of the facilities listed above so please check the specific hotel page for details.

Unit bath, shower, toilet, air conditioning unit, writing desk, safety deposit box, refrigerator, humidifier, kettle, hairdryer, trouser press, toothbrush set, body soap, shampoo, conditioner, bath and face towels, slippers, TV, phone, mug, green tea, razor, skin care set, night gown etc. are available. Some of the amenities listed above are available from the hotel lobby and can be taken freely. Amenities available may differ in certain hotels so please check the relevant hotel page for more information.

Free Wi-Fi is available on the lobby floor. Guest rooms have both LAN cable and Wi-Fi for free.

We do not offer room service. Please ask the front desk for information on restaurants in the area.

Some hotels have Accessible Rooms. For details, please check the official page of each hotel or contact them directly.

Whether or not there is a meeting room depends on the hotel. Please check the relevant hotel page or contact the hotel for more information.

Unfortunately, our hotels do not have public baths.

Most of our hotels do not have on-site restaurants. Please inquire at the front desk for nearby dining options.

Residency certificates, temporary leave certificates and other such documents unfortunately cannot be provided by the hotel. Should you need documents as proof of your stay, a lodging certificate can be issued.

Payment will be made during the following. ・When you reserve a room using online credit card payment system (settlement at booking). ・At a hotel when checking in (pay at check-in).

VISA, Master, JCB, AMERICAN EXPRESS (AMEX), Diners and other cards affiliated with us are available.Some hotels also accept China Union Pay. Please visit the official website of each hotel for further details.

PayPay, Rakuten Pay, d Payment, au Pay, MeruPay, Yucho Pay, Bank Pay, J-Coin Pay, Alipay, WeChat Pay, and AEON Pay are all available. For specific details, please check the relevant hotel page.

How you receive your receipt differs by payment method: Online card payment: Once your booking has been completed, you can download your receipt from the official website. For payments made online, the hotel reception unfortunately cannot provide a receipt. Please check the link below for more information. On-site payment: You will receive your receipt at reception. If you made your reservation through a third-party, and did not pay on-site, please consult the booking company's website for further information.

Accommodation tax is included in the room fee when booking. *Only applies to certain hotels *The rate of accommodation tax is determined by local government.

Please let us know when you check in. Toyoko INN free stay tickets are single use and valid only for the standard single room/standard plan (one night, one person, one room). If payment has already been completed through online credit card settlement, free stay tickets unfortunately cannot be used. As of April 1st 2024, when using a Toyoko Inn free stay ticket, tax invoices provided will indicate "Toyoko Inn voucher" as the method of payment. For more details, please check the link below.

The following types of gift vouchers can be used as payment: ・VJA gift card ・JCB gift card ・Mitsubishi UFJ NICOS gift card ・UC gift card ・JTB NICE GIFT 【Please note】 * Visa gift card (plastic card) and JTB NICE TRIP (JTB travel ticket) types cannot be used. * Gift vouchers can only be used when making a payment at the reception (automatic check-in machines cannot be used). * Receipts will be issued as normal. * Receipts cannot be used for reimbursement. * Change cannot be given. * Gift vouchers can only be used at Toyoko INN branches within Japan.

Please pay the fees that occur after checking in, such as phone or VOD ordered on TV, at check-out.

VISA, MasterCard, JCB, AMEX and Diners credit cards are accepted.

Please enter the credit card information of the person who is booking (It doesn’t have to be the name of the person who is staying).

Payment is processed when reservation has been completed. If the reservation is made far in advance, you may be charged before your stay. Closing dates and withdrawal timing may differ by card provider.

How charges are displayed may differ by credit card provider. Please consult the examples below ・Toyoko INN (3 digit branch code) web booking trade name (hotel name) 　└Ex：東横ＩＮＮ（００１）ＷＥＢ予約　蒲田１ ・ In some cases, the information may be displayed phonetically in katakana 　└Ex：トウヨコイン　マルマルイチ　ウェブヨヤク ・TOYOKO INN （3 digit branch code）HP BOOKING 　└Ex：TOYOKO INN 001 HP BOOKING *You can check the 3 digit branch code of your hotel by visiting the relevant hotel page. *Toyoko Inn Hospital Inn Dokkyo Medical University is the only branch with a 4 digit code (8001).

Unfortunately, we cannot take payment in instalments or from revolving credit cards.

How to modify your prepaid booking on our website: If the rate goes up: You can't upgrade to a higher-priced reservation, If the rate goes down: We'll charge the new amount and refund the difference between the new and original prices. The timing of the refund varies by credit card company, so please inquire with them. Note that there might be temporary double payments during the refund process. How to modify your prepaid booking via call or at our hotel: If the rate goes up: You'll need to pay the additional amount at the hotel. If the rate goes down: We'll charge the new amount and refund the difference between the new and original prices. The timing of the refund varies by credit card company, so please inquire with them. Note that there might be temporary double payments during the refund process.

Reservations can be cancelled until 12:00 on the check-in date. In the case of cancellation, the full amount will be refunded via your credit card carrier. The timing of your refund will differ depending on your card carrier, so please contact them for more information.

In the case of online credit card payments, you can access or print the receipt data directly from the official website at soon as your booking is completed. If you have paid online, the hotel cannot issue a receipt. Please be sure to confirm that an online receipt is sufficient evidence for accounting purposes before you make your booking.

In the case of online card payment, as soon as your booking is completed, you can view your digital receipt data from the "bookings list" page. ・The information can be displayed as many times as required until 1 year after the date of booking (or date of most recent reservation change). ・Receipt data for refunds in the case of a cancellation can be displayed once the refund has been processed. ・Any additional costs incurred (for example a booking change made directly to the hotel) will be paid for at the hotel reception and therefore will not be reflected in the digital receipt. ・If the digital receipt data is displayed multiple times, the indication "Reissue *" (where * is the number of reissues) will be displayed. ・Only one document can be issued for each booking and cannot be split by number of nights or rooms. multiple reservations cannot be combined. Please be sure to confirm that an online receipt is sufficient evidence for accounting purposes before you make your booking.

It can be used in all Toyoko INNs in Japan.

If you change your device, remember to install the App on your new device and then update your membership information.

For inquiries about Toyoko Inn Club Card membership, please call the following telephone number: +81 (0)3-3731-4545　(Toyoko INN Club Card membership office) *Operating hours: Weekdays from 10:00 - 16:00 (excluding weekends and public holidays)

Please inquire via the telephone number below: +81 (0)3-6746-4779 (Customer Relations Office) *Operating hours: Weekdays from 10:00 - 22:00 (open every day of the year) This is a dedicated line for customer feedback and complaints. As such, we cannot take any inquires regarding bookings, questions about specific hotels etc. For more information, please visit the relevant hotel page.

Please contact the hotel via the telephone number found on the relevant hotel page.