■Please click the arrow for the answers.
STAY
Q. What are the check-in and check-out time?
A. Our standard check-in time is 2:00 p.m. and check-out time is 11:00 a.m.
Q. Do you offer early check-in service?
A. We are afraid that we do not offer early check-in service. If the room is prepared, you may be able to check in around 12 p.m. before check in time. Please ask at the Front Desk.
Q. Is it possible to extend check-out?
A. Check-out time is by 11:00 a.m. If you would like to extend your stay after 11:00 a.m., the extra charge will be 1,100 JPY per person per hour which is by 2:00 p.m.
If you need to check out later than 2 p.m., please reserve your room one more day.
Payment
Q. When should I pay the bill?
A. Please note that we ask for advance payment for the room charge at check-in.
Q. Do you accept credit cards?
A. Most major credit cards are accepted including VISA and JCB.
Q. Is it possible to pay the bill by bank transfer from overseas?
A. We do not accept overseas remittance.
Q. Can you issue a receipt?
A. We will give you a receipt if the payment is done in the hotel.
Amendment / Cancellation
Q. Direct reservations Cancellation policy.
A. Reservations through our official website, phone, and e-mail, 1 day before the check-in date is 20%. The check-in date is 80 %. No show is a 100% accommodation fee will be applied.
Q. Reservations amendment/ Cancellation policy through travel agency.
A. We are afraid that it is not possible to amend and cancel the reservations made though travel agencies and their website. Please inquire them of your request.
Children
Q. Is it possible to share a bed with my child?
A. The hotel allows 1 child up to age 6 to co-sleep free of charge per bed. (e.g. 1 child for double rooms; up to 2 children for twin rooms) Please be advised that breakfast for children who are age 12 are not provided. Please purchase breakfast tickets for children upon check-in or at a restaurant. We apologize for the inconvenience.
Q. How much is the accommodation fee for children?
A. We do not charge for children up to age 6 to co-sleep free of charge per bed. Room charges will be incurred for children from age 7 at the same rates as adults.
Q. Is it possible to request an extra bed?
A. We do not provide extra beds. We apologize for the inconvenience.
Q. Is it possible for only a minor to stay?
A. In the case of a minor up to age 18 staying alone or in a group of minors only, we would request to the parent/ Guardian to fill out a letter of consent and submit the letter to the hotel upon check in. (Unaccompanied junior high school students and younger are not permitted to stay)
Please download the letter of consent as below.
■【CONSENT FORM】
Luggage
Q. Is it possible to leave my luggage before checking in or after checking out?
A. We will keep your luggage at the front desk.(it possible from your check-in date to check out.)
Q. Is it possible to leave my luggage after check-out until the next stay?
A. You can leave your luggage at the front desk until next stay for free of charge if you are going to stay in our hotel again.
Q. Is there delivery service in the hotel?
A. Delivery from the hotel is available at the Front Desk.
Please ask the Front Desk when you need it.
Q. Can I send my parcels to the hotel in advance?
A. When sending your parcels to our hotel, please be sure to fill out the delivery slip with your reservation name and your check-in date. Please send your parcels to the following address:
1-19-1 Kabukicho Shinjuku-ku, Tokyo, 160-8466
Hotel Gracery Shinjuku Front Desk
TEL: 03-6833-1111
※ Our front desk will receive and hold on to your parcels for you until check-in.
※ We do not accept items requiring temperature control, dangerous objects, and cash-on-delivery packages.
※ We accept delivery items purchased online.
※ For group reservations made under a tour organizer, please specify the tour company and tour guide’s name.
Request
Q. Is it possible to request a non-smoking room?
A. All rooms are non-smoking.
Q. Is it possible to smoke in a room?
A. Unfortunately it is not possible to smoke in a room because all rooms are non-smoking . Please use the smoking area located in the lobby on the 8th floor.
Q. Is it possible to request a room on a higher floor?
A. We can arrange rooms on high floors as possible expect for Single rooms. Single rooms are located on only 8 and 9 floors.
Q. Is it possible to request adjoining rooms?
A. The floors are divided according to the room type.
Please reserve the same room type with your travel companion.
We will arrange adjoining rooms as possible. (Twin and Triple rooms are located on the same floors).
Q. Is it possible to request connecting rooms?
A. There are no connecting rooms in the hotel.
Guest Room
Q. Is it possible to connect to the Internet in the guest room?
A. You can access the Internet thorough Wi-Fi and wired LAN in all guest room for free. As guest rooms are not equipped with PC, please bring yours if necessary.
Q. What kind of amenities and equipment do you have?
A. The following amenities are available.
Shampoo & conditioner / body soap / Face soap/ Bath towel / body towel / face towel
/ Bath mat / Nightwear / Cell phone charger /
/slippers (disposable) / Clothing deodorizing spray / Razor / shower cap / Drip coffee / Tea / Brush / Laundry bag / Tissue / Mineral water/toothbrush
The Godzilla room / The Godzilla View rooms
Q. Can you make a reservation for The Godzilla room/ The Godzilla View rooms?
A. The Godzilla room and The Godzilla View rooms can be only reserved through the official website. You can only see its availability 3 month before the current month. The payment is needed by only credit card in advance. We are afraid that we can not reserve The Godzilla room type on behalf of guests.
Q. What is The Godzilla room?
A. You can experience The Godzilla world.There are many surprises with a playful spirit in this room such as trick wall which react to black light and then arts appear on the wall.
Please enjoy The Godzilla world that can only be experienced at Hotel Gracery Shinjuku.
Q. What is The Godzilla View room?
A. You can get a good view of “GODZILLA HEAD” from The Godzilla View room and enjoy a sense of reality and presence.
Q. The Godzilla room reservation Cancellation policy.
A. 14 day before the check-in date is 20%. The check-in date is 80 %. No show is a 100% accommodation fee will be applied.
Q. The Godzilla View room reservations Cancellation policy.
A. 1 day before the check-in date is 20%. The check-in date is 80 %. No show is a 100% accommodation fee will be applied.
Access
Q. How can I get to the hotel / the airport?
A. There is a public limousine bus, which is provided by the limousine bus
company between the airport and Shinjuku Station West Gate. It takes about 15 minutes on foot from Shinjuku Station West Gate to the hotel.
From the airport to Shinjuku Station West Gate, please purchase your bus boarding tickets at Airport Limousine Ticketing Counter or Ticket Machines. From the hotel to the airport, please go to Shinjuku Expressway Bus Terminal and purchase your bus boarding tickets as well as the same way of outward trip. Also you can reserve available seats in advance through the limousine bus company website.
Outward trip
Narita airport/ Haneda airport ⇒ Shinjuku Station West Gate
Return trip
Shinjuku Expressway Bus Terminal ⇒ Narita airport/ Haneda airport
For further information, please visit to the website
of the limousine bus company from the below URL.
https://webservice.limousinebus.co.jp/web/en/Top.aspx
※You can check available seats and reserve them one month before the current month.
※We can not reserve seats on behalf of guests.
※The payment is needed by only credit card in advance if you reserve seats.
Q. Is there a parking space?
A.
There are coin-operated flat and mechanical parking space located at the basement of the hotel.
All time: JPY 330 every 20 minutes
The maximum rate for up to 12 hours: JPY 1,200 (Applies only to mechanical parking)
※The maximum rate can be applied repeatedly until 24 hours.
【Flat parking space】
Width: 1.95m Length: 5.3m Height: 2.1m
【Mechanical parking space】
Width: 1.95m Length: 5.3m Height: 1.55m
Business hours: 8：00~23：00
Please note that it is not possible to make a reservation for the parking space.
Service
Q. What kind of rental items do you have?
A. Please ask at the Front Desk when you need any of the following:
【Free】 ※Stock is limited.
Iron / Trouser press / Blanket / Various pillows/ Ice pillow / Massage pillow / Thermometer / Desk lamp / Nail clippers / Extension cord /
Bottle opener / Wine cooler / Hairdryer / Wheelchair / Tablewares/ Sewing set / Shoe dryer / Round dryer / Hair straightener / 1day sanitary products / Baby cot / Bed guard
【Paid】 ※Stock is limited.
■ Computer (¥1,100/night)
■ Stroller (¥1,100/one day)
Q. Can you make a restaurant reservation?
A. We can assist with restaurant reservations at the front desk after you check-in.
Q. Do you provide pick-up and drop-off service?
A. We do not provide pick-up and drop-off service. Please check the limousine bus information of Access.
Q. Can you arrange a taxi?
A. Please contact our concierge directly.
※ Please note that we do not offer a taxi service from the airport.
Q. Can you make ticket arrangements for amusement facilities?
A. I’m afraid we do not make ticket arrangements for amusement facilities.
Q. Can you make arrangements for a day tour?
A. Yes. Please ask at the front desk.
Others
Q. Can I stay with service dog?
A. Only service dogs are allowed to stay in our hotel.
