Frequently Asked Questions Regarding Accommodations

Frequently Asked Questions Regarding Accommodations

Reservations

What is your cancellation policy?
The following charges apply for cancellations of accommodation bookings at Hotel New Otani Osaka.
  • Cancelled 2 days prior to arrival date: 10%
  • Cancelled the day before arrival date: 20%
  • Cancelled on the day of arrival: 80%
  • No show: 100%
Please note that cancellation charges for some accommodation package plans may differ.
See our "Terms and Conditions for Accommodation Contracts"for more details.
Inquiries (Operator): Phone 06-6941-1111 / Email osk-rm@newotani.co.jp
Can bookings made through travel agencies or external online booking sites be cancelled by contacting the hotel directly?
No, bookings made via travel agencies or external online booking sites cannot be cancelled by contacting us directly. Please contact your travel agency or the online booking site you made your booking through.
Can minors stay on their own, without an accompanying adult?
Yes, provided that the parent/guardian fills in and signs a consent form to be presented at the time of arrival, complete with contact information of the parent/guardian for the term of stay. Minors may not stay by themselves if the hotel cannot verify the consent form.
Please fill out and sign the form, which can be downloaded here.
Can arrangements be made to have flowers and/or a cake placed in guestrooms?

Yes, arrangements to deliver flowers, cakes, etc., are available. Please notify us 3 days prior to your check-in date or earlier. Please settle the charge together with your room charge.
Prices: Flowers JPY 3,300 and up, Cakes (whole) JPY 3,780 and up
* Subject to tax and service charge.
Inquiries (Flower Shop Rainbow): Phone 06-6944-4363 (11:00am-6:00pm)

Guestrooms

Can requests be made for a smoking or non-smoking room?
Yes, requests for smoking or non-smoking rooms are accepted, subject to availability. Please note that such requests are not available for some package plans or room types.
Can I smoke electronic cigarettes or heated tobacco products in a non-smoking room?
No, smoking electronic cigarettes or heated tobacco products in a non-smoking room is strictly prohibited. Please note that violating this rule will result in penalty charges.
Do you have Japanese style tatami guestrooms?
Yes, we have two Japanese suites on the 5th floor. Please make your request well in advance as availability is limited.
Do you have wheelchair-friendly guestrooms?

Yes, we do. We also have rental shower chairs available for use in the guestrooms. Please inquire for more details as availability is limited.
Inquiries (Room Reservations): Phone 06-6949-3232 / Email osk-rm@newotani.co.jp

Payment

Do you have gift certificates/vouchers?
Yes. Two types of gift checks (JPY 5,000 and JPY 10,000) are available, valid for payment for accommodation and dining at New Otani group hotels, which can be purchased at the Guest Relations Desk.
Is it possible to pay ahead for an acquaintance that I invited to stay at your hotel?
Yes, the following two methods are available.
  • Bank transfer (from within Japan only)
  • In person at the Front Desk (before the guest checks in)
Please contact us for further details regarding this procedure. Please note that receipts/statements cannot be issued before the guest checks in. We regret that card-not-present transactions or overseas wire transfers are not available.

Luggage

Can I leave luggage at the hotel before checking in or after checking out?
Yes. The Bell Desk will store any luggage before you check in or after you check out.
Can I send my luggage ahead?
Yes. Please address any luggage you are sending ahead to:
c/o Front Desk, Hotel New Otani Osaka
1-4-1 Shiromi, Chuo-ku
Osaka 540-8578, Japan
Please be sure to include your name (or the name the booking is made in) and arrival date on the waybill. Shipping fees must be prepaid by the sender. The hotel cannot store any valuables, hazardous objects, or cash-on-delivery packages.
How should I store valuables during my stay?
Please use the safe either in your guestroom or at the Front Desk to store any valuables.

Travelling with Children

Are baby cots available?

Yes, baby cots are available upon request (subject to availability). Please notify Room Reservations when making your reservation. Please note that due to safety reasons, use of baby cots is restricted to infants younger than one year old.

Inquiries (Room Reservations): Phone 06-6949-3232 / Email osk-rm@newotani.co.jp
Are bed rails available?

Yes, two types of bed rails (for 1.5-year-olds or younger and for 1.5- to 5-year-olds) are available free-of-charge, upon request (subject to availability). Please notify Room Reservations when making your reservation.

Inquiries (Room Reservations): Phone 06-6949-3232 / Email osk-rm@newotani.co.jp
What amenities or equipment are available for guests travelling with children?
The following items are available upon request. (Subject to availability; please inquire with Room Reservations.)
  • Baby cot (only for infants younger than one year old who cannot pull themselves up to stand; please inform us the age of your child)
  • Towels are also provided for bed-sharing children (bath towel, hand towel, and wash cloth)
  • Children's "yukata" nightwear (sizes M [for children of around 110cm height] and L [for children of around 130cm height])
  • Room slippers (size 21cm)
  • Toothbrush
  • Diaper pail
  • Thermometer
  • Baby toilet seat
  • Step stool
  • DVD player
  • Blu-ray player (Availability is limited; please inquire in advance)
Your housekeeper will also provide extra towels upon request.
Inquiries (Room Reservations): Phone 06-6949-3232 / Email osk-rm@newotani.co.jp
What are the accommodation charges for children?
Children aged 12 years or younger may stay for free if they do not need their own bed (limited to one child per one adult). Please note that for package plans that include breakfast, etc., breakfast (or other included items) for children staying for free require additional charges.
Extra beds are available for JPY 7,590 per night (incl tax and service charge). Please note that extra beds are not available in some room types.
Do you have rental strollers?
No, we regret that we do not have any baby strollers for rent.
Can baby food be heated?
Yes. Please contact Room Service to have any baby food reheated (microwaved). Only packaged (store-bought) baby food is accepted. Please note that it may take some time during peak hours of Room Service.
Can I get warm water to use for powdered baby formula?
Complimentary bottled water is provided in all guestrooms. (Extra bottles require charges.)
Please use the electric kettle in your room, or make a request to Room Service.
Do your restaurants have highchairs and children's menus?
Yes, highchairs and children's menus are available in the following restaurants.
  • SAKURA (French Cuisine)
  • TAIKAN EN (Chinese Cuisine)
  • SATSUKI (All Day Dining)
Packaged (store-bought) baby food can be reheated at the above restaurants also.
Which of your restaurants can accommodate wheelchairs or baby strollers?
All of our restaurants can accommodate wheelchairs. Baby strollers are allowed in all restaurants excluding those with age restrictions. Table and chair heights differ at each restaurant; please inquire.
Are babysitting services available in your hotel?
Yes, a day-care facility Pigeon Kids' Park is located on the 6th floor. Advance reservations are required.

Reservations/inquiries (Pigeon Hearts Corp.): Phone 06-4801-8340 (9:00am-5:00pm on weekdays) / Email osk-rm@newotani.co.jp
Do you have a nursing room?
Yes, all guests are welcome to use the nursing room located inside Pigeon Kids' Park on the 6th floor.
Do you have a diaper changing room?
Yes, all guests are welcome to use the diaper changing room located inside Pigeon Kids' Park on the 6th floor.
Can you accommodate food allergies or special food restrictions?
As it is our wish to offer the best dining experience to all of our guests, we are willing to make as much effort as possible in meeting the requirements of guests with food allergies or restrictions. Please consult us in advance so that we can understand your conditions and address them properly.
Can diapers, wipes, or baby formula be purchased within the hotel?
No, we regret that these items are not available within the hotel.
Is there a kids' play area within the hotel?
No, we regret that we do not have a play area within the hotel.

Checking in/out

What is the check-in/out time?
Check-in time is from 3:00pm, and check-out time is 12:00 noon (unless specified otherwise according to the accommodation package).
Please inform us if you will be arriving later than 0:00 midnight. Your reservation may be cancelled if you do not arrive by midnight without prior notice.
Please let us know if you would like to request early check-in and/or late check-out.
Are late check-outs available?
Yes, late check-outs are available upon request, for additional charges (subject to availability of the room).
Is the Front Desk/Entrance open around the clock?
Yes, the Front Desk and Entrance are open around the clock.
Until what time is check-in available?
Check-in is available until 0:00 midnight at the Front Desk.
Can my fellow traveler check in before me?
Yes. If a person other than whose name the reservation is made in will be checking in first, please inform us the said guest's name in advance. Please note that the guest checking in first will be required to either present a valid credit card or make a deposit equivalent to 200% of the total charge of the reservation.

Guestroom Equipment & Amenities

What additional equipment is available in the guestrooms upon request?
DVD/Blu-ray players, humidifiers, buckwheat hull pillows, magnifying mirrors, clothes iron, ironing board, mobile phone chargers, power adapter plugs, trouser press, desk lamps, weight scale, vases, are available upon request (subject to availability).
Inquiries (Room Reservations): Phone 06-6949-3232 / Email osk-rm@newotani.co.jp
Is drinking water available in your guestrooms? How about ice?
Yes. The bottled mineral water placed in your room is offered with our compliments. (Additional bottles require charges.)
Please contact Room Service to request ice, which is available free of charge.

Dining

Which of your restaurants serve breakfast?
Breakfast is available at SATSUKI (All Day Dining) or through Room Service.

SATSUKI (All Day Dining), 1st floor.
Learn more here.

Hotel Facilities

Can I stay with my pet, or do you have pet sitting services?
No, pet-related services are not available within the hotel.
Does your hotel offer free Wi-Fi?

Wi-Fi connection is available to staying guests free of charge.
See here for more details.

Do you have any fitness facilities or a pool?
Yes, we have a Fitness Club on the 4th floor, where staying guests are welcome for a visitor’s fee (JPY 3,850, New Otani Club Members JPY 2,750, early bird rate [7:00am-10:00am] JPY 1,650, per visit respectively).
Please note that spa users must be 18 years or older (excluding when the outdoor pool is open during the summer, and during other specific periods: please inquire for details).
See here or more details on the Fitness Club.
Do you have a parking lot?
Yes, we have a parking lot with a total capacity of 500 vehicles.
The parking fee is JPY 600/30 minutes.
Vouchers will be issued to staying guests and those dining at our restaurants.

Frequently Asked Questions