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FAQ

Reservations and Check-in Check-out
Accommodation
Dining
Facilities and Services
Access
Others

Reservations and Check-in Check-out

What time is your Check-in and Check-out time?: Check-in is from 3:00p.m.／Check-out is 11:00a.m.
It may differ depending on the package plan.

Is it possible to Check-in before 3:00p.m.?: Unfortunately, we cannot offer early check-in.
If guaranteed early check-in is necessary,depending on availability, we can hold a room with an additional full room charge.

Is it possible to Check-out late?: Late check-outs are subject to availability. Charges will apply, so please ask at the Front Desk for further information at the time of check-in or before check-out time.
Note: Late check-outs not offered for Suite rooms , Japanese rooms,and Luxury Fourth rooms.

Can I check my luggage before check in time or after check out?: Yes, please ask at the bell desk. We will keep the luggage until your flight time, too.

Do you have a deposit policy?: We ask our guests to make an incidental deposit of the total arrangements by cash or credit card at the time of check-in. The amount will be returned or balanced out at the time of check-out. It does not apply to guests who make prepaid reservations.

Is my passport required at check-in?: Yes, we do require a passport at the time of check in.
It is mandatory under Japanese law: since April 1st, 2005, under the relevant laws and regulations, the Japanese Government requires “foreign nationals who do not possess an address in Japan” to provide their
＊nationality and ＊passport number in addition to their ＊name, ＊address, and ＊occupation, etc. and to produce and make a copy of their passport upon checking in at lodgings.

Do you provide express check-out service?: Yes, we do provide express check-out service. Please ask for “quick check-out” at the time of check-in. Guests will be asked to clear their balance a day before check-out at the Front Counter. On the day of check-out, we ask guests to drop off keys in the key box.

Is it possible to send my luggage in advance of my stay?: Yes. Please send the luggage to the following address after making a booking. Please make sure to write down your name (registered name) and the date of check-in.

2-2-1 Nishi Shinjuku Shinjuku-ku Tokyo, Japan 160-8330
C/O Keio Plaza Hotel Front Desk REGISTERED NAME / CHECK-IN DATE
Please be reminded, we cannot keep cash, valuables, fragile goods, goods that need temperature-control.

Do you have single rooms?: Unfortunately, we do not have single rooms. We recommend booking a double room or a twin room for single use.

Do you have triple rooms?: Unfortunately, we do not have triple rooms; however, we may add an extra bed to the following room types with additional charges: Superior, Renovated Superior, Deluxe.
Note: We are unable to arrange an extra bed in our double bedrooms.

Do you have connecting rooms?: We have very limited numbers of connecting rooms.(standard twin,up to 4 persons) Please request in advance. Due to the limited number of rooms, however, we may not able to arrange as per your request.

Is it possible to request rooms adjacent to each other?: We will try our best. Please be reminded that due to room types and availability, we may not able to arrange your request.

Do you have accessible rooms?: Yes,please check here for details.

Are assistant dogs allowed?: Yes, there are no restrictions for assistant dogs in the hotel. We also offer toilets for assistant dogs.

Is it possible to specify a non-smoking room?: More than 80% of our rooms are non-smoking rooms. Please make your request at the time of booking. However,please be reminded that non-smoking rooms may be fully booked. In order to gurantee non-smoking rooms,we recommend booking via phone.

Is it possible to specify the room number?: No, we are unable to arrange specific room numbers. Rooms will be assigned upon arrival.

Is it possible to request an upper floor with a view?: Yes, we take requests at the time of reservations. We will make every effort to accommodate a request; however, we may not able to meet a certain request depending on availability.

Do you offer special rates for children?: A child aged 5 and under can stay for free per bed.
A child aged 6 and older is considered an adult, that she/he cannot share the bed with an adult.

Is there a waiting list if the hotel is fully booked?: Unfortunately, we do not have a waiting list. Please contact Room Reservations to check availability.
TEL. +81(03)5322-8000【Room Reservations】
Hours: 9:00a.m.- 9:50p.m. 　Sun. & Holidays 6:50p.m.

What is your cancellation policy?: Cancellation fees will apply according to our hotel policy:
（1）No penalty for a cancellation received up to 3 days prior to arrival
（2）50% penalty on the first night stay for a cancellation received 2days prior to arrival
（3）80% penalty on the first night stay for a cancellation received 1day prior to arrival
（4）100% penalty on the first night stay for a cancellation received on the day of arrival
（5）100% penalty for no shows

Accommodation

Are there safety boxes in the rooms?: Not in all rooms, depends on the room type. We also keep valuables in our Front Desk safety deposit boxes.

Are there microwaves in the rooms?: Unfortunately, we do not have microwaves available in the rooms

Do you offer any items free of charge for guest use?: Yes. We have Air purifiers, Humidifiers, DVD players,Trouser presses, Iron & Ironing boards, Desk lights, Bed guards and so on. There are limited numbers in stock.

What is the bed size?: Bed sizes differ depending on the room type. Please check the accommodation page as a reference.
check accommodation page

Is it possible to connect two twin beds together?: Depending on the room type, it is possible. Please request upon making a reservation.

Do the windows in the guest rooms open?: Unfortunately, windows cannot be opened.

Do you have a laundromat?: Yes. We have a laundromat on the 11th floor of the Main tower and the 18th floor of the South tower for staying guests. See more details
Also, We have laundry service.

Is there anything I can do to celebrate a special occasion in my room?: We can arrange a special cake with message, Champagne, or bouquet. We are happy to assist on special occasions, so please let us know upon making a reservation.

◇Gateau Fraise 13cm for 3-4 persons JPY 2,530yen～ A short message can be added.
　 Example: Happy Birthday Hana
　 Will be delivered to the room via room service

◇A bouquet can be arranged according to the guests’ budget. From JPY 3,000～
　 Will be delivered to the room before arrival or at a requested time.

What if I left behind my belonging(s) in a room?: Please contact Housekeeping.　TEL. +81(3)3344-0111　Housekeeping

Inquiry in regard to Guest Rooms

Dining

Can I smoke inside the restaurants and bars?: No. Please use the smoking area in the hotel.

Are there restaurants on the upper floors?: Unfortunately,we do not have restaurants on our upper floors

Is it possible to have lunch at the lounges?: We service light meals at the Coctail&Tea Lounge,Duet,both located on the lobby floor.

Are there any special services for food allergy suffers or those on carefully maintained diets?: Please contact us in advance.

Is there anything I can do at a restaurant to celebrate an anniversary?: We can arrange anniversary cakes or bouquets. Please contact us in advance.

Do I need to make a reservation for use of a particular restaurant?: No. However, we recommend making a reservation to guarantee a table.

Is there a charge for a restaurant cancellation?: Yes there is. For more information, please check “the Terms of use for restaurants.”
Terms of use for restaurants

Is there a dress code for restaurants and bars?: No.

Facilities and Services

Do you have a spa and sauna?: No, we do not.

How can I make a reservation for the Good Neighbor Shuttle Bus to Tokyo Disney Resort?: As one of the "Tokyo Disney Resort Good Neighbor Hotels", we offer complimentary shuttle bus service directly from our hotel to Tokyo Disneyland and Tokyo DisneySea.

Can I purchase tickets for the Tokyo Disney Resort at the hotel?: Unfortunately, we do not sell tickets. We will assist in purchasing tickets nearby the hotel.

Do you have Internet access in public areas?: No. At the moment we do not offer Internet access in public areas (including the lobby) nor at our restaurants. However, we offer complimentary Wi-Fi access in all guest rooms.

Can I send parcels from the hotel?: Yes, courier service is available at our Bell Captain Desk. We also have a mailbox at the Front Desk.

Can I smoke inside the hotel？: Smoking is not allowed in public areas. Guests may smoke inside a designated smoking room located on the lobby floor.

Access

Does the hotel offer a shuttle service to and from Haneda and Narita Airports?: Unfortunately, we do not offer a shuttle bus. However, there is Airport Limousine Bus service available to/from Haneda and Narita Airports. Drop off is at the hotel entrance. For further information, please check here.
^*We recommend making a reservation for the return trip to the airport. We will assist you with the arrangements at our Bell Captain’s Desk.

I am arriving at Haneda Airport at 23:00. How do I get to the hotel?: There are three ways to get to the hotel: Airport Limousine Bus, taxi or train
◆By Airport Limousine Bus: The bus arrives at the Shinjuku Station West Exit. It takes about a 5 minute walk from the bus stop to the hotel. Please be reminded the last bus departure is at 00:20 from the Haneda Airport International Terminal. The schedule is subject to change without notice. Please check here for updated information. →http://www.limousinebus.co.jp/en/platform_searches/index/4/214

◆By Train: From Haneda Airport, take the Keikyu Line to Shinagawa Station and change trains to the JR Yamanote Line that goes in the direction of Shibuya. Get off at Shinjuku Station. It takes about a 5 minute walk from the west exit of Shinjuku Station to the hotel..

◆By taxi: Time required is approximately 45-60 minutes. Fare to be around JPY12,000yen.

^*The fare and travel time may differ depending on the traffic.

Do you offer free shuttle service from Shinjuku Station?: No, we do not. It takes about 5 minutes on foot from the west exit of Shinjuku Station to the hotel.

Others

What Credit Cards are accepted?: All major credit card are accepted: AMEX、ANA、BANK、DC、JCB、JTB、JAL、MASTER、NICOS、Keio PASSPORT、SAISON、UC、VISA

Do you have a dress code?: No, we do not. However, we kindly request our guests to refrain from wearing “YUKATA” and slippers in public areas of the hotel.

Can I take photos in the hotel?: Yes. However, permission is needed in case photos are for media use. Please contact Public Relations.

Inquiry in regard to Facilities & Access