Frequently Asked Questions Regarding Accommodations

Reservations

What is your cancellation policy?

The following charges will apply to cancellations of accommodation bookings.

Canceled 2 days prior to arrival date: 10%
Canceled the day before arrival date: 20%
Canceled on the day of arrival: 80%
No show: 100%

Please note that cancellation charges for some accommodation packages/rates may differ.
See our "Terms and Conditions for Accommodation Contracts" for more details.
Inquiries (Operator): Phone +81-(0)3-3234-5678

Can bookings made through travel agencies or external online booking sites be canceled by contacting the hotel directly?: No, bookings made via travel agencies or external online booking sites cannot be canceled 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 I arrange to have flowers/cakes placed in a guestroom?: 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 ¥5,500 and up, Cakes (whole) ¥3,850 and up
* Subject to service charge.
Inquiries for flowers: Flower Shop Rainbow, phone +81-3-3221-4187 (11:00am-5:00pm)
Inquiries for cakes: Room Service, phone +81-3-3238-0050

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 packages 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 in The Main building. 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 +81-(0)3-3234-5678

Payment

Do you have gift certificates/vouchers?: Yes. Two types of gift checks (¥5,000 and ¥10,000) are available, valid for payment for accommodation and dining at New Otani group hotels, which can be purchased at the Front 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.

Luggage

Can luggage be left 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 luggage be sent ahead to the hotel?: Yes. Please address any luggage you are sending ahead to:
c/o Front Desk, Hotel New Otani Tokyo
4-1, Kioi-cho, Chiyoda-ku, Tokyo 102-8578, 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). Due to safety reasons, use of baby cots is restricted to infants younger than one year old.
Bed rails are also available.
Please notify Room Reservations when making your reservation.
Inquiries (Room Reservations): Phone +81-(0)3-3234-5678

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)
Children's "yukata" nightwear (sizes S [for children of around 110cm height] and M [for children of around 130cm height])
Room slippers (size 21cm)
Toothbrush
Diaper pail
Thermometer
Baby toilet seat
Step stool
DVD player
Blu-ray player
Picture books
Bed rails

Your housekeeper will also provide extra towels upon request.
Inquiries (Room Reservations): Phone +81-(0)3-3234-5678

What are the accommodation charges for children?: The Main building and Garden Tower
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 additional charges; please inquire with Room Reservations. Please note that extra beds are not available in some room types.

EXECUTIVE HOUSE ZEN
Children aged 3 years or younger may stay for free if they do not need their own bed.
The following charge applies to children aged 4 to 12 years who do not need their own bed: ¥9,000 per night (¥6,000 per night for New Otani Club members), inclusive of tax and service charge.
The number of bed-sharing children are limited to one per each adult. The maximum number of bed-sharing children per room is 2 (when two adults are staying). Complimentary light meals, including breakfast, and beverages distributed in the ZEN LOUNGE are available to all guests of EXECUTIVE HOUSE ZEN including bed-sharing children. (We kindly ask guests not to accompany children and young guests under 15 years old to the ZEN LOUNGE after 5:30pm.)
Please note that extra beds are not available at EXECUTIVE HOUSE ZEN.

Inquiries (Room Reservations): Phone +81-(0)3-3234-5678

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.

Do your restaurants have highchairs and children's menus?

Yes, highchairs and children's menus are available in the following restaurants.

VIEW & DINING THE SKY (Buffet & Bar)
BELLA VISTA (Western Cuisine)
TOWER RESTAURANT (Buffet Dining)
TAIKAN EN (Chinese Cuisine)
SENBAZURU (Japanese Cuisine)
KATO'S DINING & BAR (Japanese Cuisine) - Advance reservation required
SATSUKI (All-day Dining)

The following restaurant offers children’s menu items. Guests with small children will be seated at "horigotatsu" style low tables with legroom underneath.

mendokoro NAKAJIMA (Japanese Noodles)

Highchairs are available at the following restaurants.

RIB ROOM (Steak House)
GARDEN LOUNGE (Tea & Cocktails)

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 the hotel?: Yes, a day nursery is located on the 3rd floor of The Main building. Advance reservations are required.
Reservations/inquiries: Phone +81-(0)3-3265-1111 (Concierge Desk, 8:00am-6:00pm)

Do you have a nursing room?: Yes, all guests are welcome to use the nursing room located next to the accessible restroom in front of Banquet Room Fuyo (Banquet floor, The Main building), open from 8:00am to 9:00pm. The following facilities are available: hot water dispenser, nursing couch, sink, diaper changing table, and diaper pail.
*Diapers may also be changed in the adjacent accessible restroom.
Learn more here.

Do you have a diaper changing room?

Diaper changing tables are available in the following restrooms. (Facilities marked with ♦ are gender-neutral.)
In The Main building

In foyer of banquet room Orizuru (Arcade fl) ♦
Near the entrance to the parking lot (Arcade fl)
In front of banquet room Fuyo (Banquet fl)
In foyer of banquet room PALAZZO (Banquet fl) ♦
Next to Flower Shop Rainbow (Lobby fl)
Within restaurant SATSUKI (Lobby fl)
Next to the Garden Lounge (Lobby fl)
Within restaurant TAIKAN EN (16th fl) ♦
Within restaurant VIEW & DINING THE SKY (17th fl) ♦

In the Garden Tower

Next to wedding chapel Sunrise Garden (Banquet fl)
Next to banquet room HŌ West (Banquet fl)
Next to restaurant mendokoro NAKAJIMA (Lobby fl) ♦
Within restaurant BELLA VISTA (40th fl) ♦

In the Garden Court

Behind the escalators (1st fl) ♦
Next to banquet room Crescent (Banquet fl)

Learn more here.

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?: Yes, some of these items can be purchased at the following shops within the hotel. (Sizes and brands are limited; please inquire in advance.)
Drug store "Kaizosha" (Lobby fl, The Main bldg; 10:00am-6:00pm)
Convenience store "FamilyMart" (2nd fl, Garden Court; 7:00am-11:00pm)

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 canceled 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 the following additional charges (subject to availability of the room).

Until 3:00pm: 30% of normal room charge
Until 6:00pm: 50% of normal room charge
After6:00pm: 100% of normal room charge

Is the Front Desk/Entrance open around the clock?

The Front Desks and Entrances are open as follows.
Front Desk

The Main bldg: open around the clock
Garden Tower: 8:00am-10:00pm
EXECUTIVE HOUSE ZEN: 8:00am-10:00pm

Entrances

Lobby fl, The Main bldg: open around the clock
Banquet fl, The Main bldg: 5:00am-0:00 midnight
Kioizaka Entrance, The Main bldg: 8:30am-0:00 midnight (closes at 10:00pm on Sundays)
Garden Tower Entrance: 6:00am-0:00 midnight
Garden Court Entrance: open around the clock

Until what time is check-in available?: Check-in is available around the clock at the Front Desk of The Main building.

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?: Items available for use in the guestrooms are:
DVD/BD player, humidifier, humidifying air purifier, pillows (buckwheat hull, Tempur), blanket, magnifying mirror, hair curling/straightening iron, hair dryer brush, heater, clothes iron, cell phone charger, bed rails, childcare equipment, medical thermometer, nail clipper, stationary, etc.
Please note that availability is limited.
Other items may also be available; please inquire.
Inquiries (Room Reservations): Phone +81-(0)3-3234-5678

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

What are the hours of Room Service?: Room Service is available from 6:00am to 0:00 midnight.
Available menus vary by the hour. Please refer to the menu on our website, or placed in the guestrooms.

Which of your restaurants serve breakfast?

Breakfast is available at the following restaurants, and also through Room Service.

SATSUKI (Lobby fl, The Main bldg): buffet
GARDEN LOUNGE (Lobby fl, Garden Tower): buffet
Kioi NADAMAN (Lobby fl, Garden Tower): Japanese set breakfast
TOWER RESTAURANT (40th fl, Garden Tower): buffet

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, staying guests may use the Workout Room, on the 3rd floor of The Main building and 21st floor of the Garden Tower, free of charge.
The Golden Spa New Otani is an onsite members-only sports club, where hotel guests may enjoy the gym, pool and sauna for a ¥5,000 visitor's fee (subject to tax, ¥4,000 for New Otani Club members).
An outdoor swimming pool is open during the summer, etc.
Learn more about the Workout Rooms here.
Learn more about the Golden Spa New Otani here.

Do you have a parking lot?: Yes, we have a parking lot with a total capacity of 760 vehicles.
The parking fee is ¥500/30 minutes.
Vouchers will be issued to staying guests and those dining at our restaurants.

Do you have laundry service?: Yes, an in-house laundry provides washing, dry cleaning, and pressing services. Please refer to the laundry slip provided in the guestrooms for prices.

Is there a place where I can use a PC or print out documents?: Yes, staying guests have access to the Business Center on the 3rd floor of The Main building, where PCs are available around the clock. Print outs can be done for a charge.
Learn more here.