FAQ FAQ

Here we answer some frequently asked questions from guests.

Bookings

I'd like to book a room with a good view.

Please ask a member of hotel staff when making your booking. If you are booking online, please put your request in the "Comments" section. Please be aware that it may not be possible to meet such requests, depending on the availability of guest rooms.

I booked online, but I'm not sure if my booking was successful.

If you made your booking online via our website, you can check details of your booking on the website itself.

I would like to amend or cancel my booking

If you made your booking online via our website, you can amend or cancel your booking by going to the"Amend or Cancel Booking" page. If you made your booking by telephone, please call the hotel to change or cancel your booking.

Can I book on the day itself?

If you made your booking online via our website, you can amend or cancel your booking by going to the "Amend or Cancel Booking" page.

How far in advance can I make a booking?

We accept bookings from six months in advance, on average. For full details, please check the relevant page on the each hotel page.

About the Fresa Club

How much do FRESA CLUB services cost?

FRESA CLUB services are free. There are no membership or annual fees. Feel free to go ahead and register.

What benefits will I receive if I register as a member of the FRESA CLUB?

Members receive a wide range of benefits. These include our best price guarantee, cash-back , express online booking, quick check-in and late checkout.
Members can also opt to receive our email newsletter, which is full of useful information.

I would like to make a booking through the FRESA CLUB, but the person who will be staying at the hotel isn't a FRESA CLUB member. Can he/she still take advantage of member benefits?

Yes. Providing that the booking is made through the FRESA CLUB on our website, all guests can take advantage of member benefits whether they are members themselves or not.

A guest who is not a FRESA CLUB member reserved a lodging for a FRESA CLUB member. Do they also receive membership benefits?

We're terribly sorry, but the membership benefits are only for FRESA CLUB members who make reservations through the membership portal. *Please be aware that you will not be able to receive cash back and other benefits even if you make a reservation as a non-member and then perform membership registration after your reservation.

What are the advantages of your best price guarantee?

We guarantee that you will always be quoted the lowest available price when booking via our website (official website). This means that you can make your booking with total confidence, without having to compare prices against other booking sites. (The lowest available price may involve providing cash-back in some cases.)

However, the following cases are not covered by the best price guarantee.

1. The guarantees does not cover comparisons with rates from other hotels. (It only applies to comparisons of the same hotel's rates.)
2. The guarantee only applies when rates are compared at the time (same time and date) of the guest's reservation.
3. The guarantee excludes offers whose rates cannot be confirmed online.
4. The guarantee is limited to the same guest room, number of guests, and/or offer.
5. The guarantee does not cover exclusive rates for certain guests, including specific members and contracted corporations.
6. The guarantee excludes sales prices from auctions, travel agent sales, private sales, and any other transaction in which our hotel is not involved.
7. The guarantee excludes features/campaign plans not provided by this website, including limited-time sales and coupons.

In what situations do you provide cash-back?

Cash-back is only provided if the booking has been made through the FRESA CLUB on our website by a registered member. Bookings made by telephone, in person at reception, or via any other website are not eligible for cash-back. Some accommodation options are also eligible for cash-back, so please check the details of individual options when making your booking.

*Please be aware that you will not be able to receive cash back and other benefits even if you make a reservation as a non-member and then perform membership registration after your reservation.

Do you provide cash-back for day rooms (rest option)?

Unfortunately, day rooms (rest option) are not eligible for cash-back.

When would I receive cash-back? Do I have to complete any procedures?

You will receive cash-back when you check out. Please be aware that you will relinquish your claim to cash-back if you do not collect your cash-back payment at checkout. This means that you will not be able to claim cash-back under any circumstances after that point. To claim cash-back, all you need to do is to tell a member of staff on reception that you are eligible to receive cash-back when you hand in your card key. You will then have to sign a receipt to acknowledge that you have received cash-back.

*In the event that the person who made the reservation is to receive cash back, please be sure to accompany the lodging guests to the front desk at the time of checkout. Please be aware that we will not be able to comply with requests for cash back at times other than when the card key is returned at check-out.

If I make a group booking, who will receive cash-back?

As a rule, cash-back will be given to the person who made the booking. Cash-back may be divided between individual guests (rooms) however upon request at check-in. Please speak to a member of staff at reception.

If I book to stay for an extended period, is it possible to receive cash-back part way through my stay?

Unfortunately, cash-back can only be provided at checkout.

I forgot to claim cash-back when I checked out. Can I collect cash-back at a later date?

Please be aware that you will relinquish your claim to cash-back if you do not collect your cash-back payment at checkout. Please be aware that we will be unable to provide cash-back under any circumstances after that point.

I don't want cash-back. Can you just deduct it from my room bill instead?

Unfortunately, we cannot do that. Your room bill is as stated at check-in. Cash-back can only be provided at checkout.

What are the advantages of late checkout?

Ordinarily, guests are required to check out by 10:00. If you are a FRESA CLUB member, you may stay until 11:00 without any additional charges, enabling you to have a more relaxed start to your morning.

I have forgotten my registered FRESA CLUB password.

Please retrieve your password via the "Password Reminder" page. (Please be aware that FRESA CLUB is an online-only membership scheme. We are unable to provide confirmation at reception because that would involve handling guests' personal information.)

I have forgotten my registered FRESA CLUB email address.

Please go to the "Password Reminder" page and try entering an email address into the "Email Address" box. (Please be aware that FRESA CLUB is an online-only membership scheme. We are unable to provide confirmation at reception because that would involve handling guests' personal information.)

I have forgotten my password. I tried to login to the website several times and now my account has been locked. What should I do?

If you enter your password incorrectly ten times in succession, your account will be automatically locked. If this happens, please contact us using the details provided on the "Contact" page.

How do I go about amending my FRESA CLUB member details or cancelling my membership?

You can amend or cancel your membership online via the "Confirm, Amend or Cancel FRESA CLUB Membership" page.

Charges and payment

Do you charge different rates for children?

Yes. Rates for children vary depending on the hotel. Please see the available options at each of our hotels for details.

Do you impose cancellation charges?

Yes. Cancellation charges are as follows.
・Day before stay: 20% of room charge
・Day of stay: 80% of room charge
・No show: 100% of room charge

However, the cancellation policy may be different for certain offers in the event that the plan was reserved online. Information regarding the cancellation policy can be found with the plan information and in your reservation confirmation email.

Can I pay online?

Only some hotels can accept Paypal for payment. We apologize for the inconvenience. For hotels that are not eligible, please pay at the reception desk during check-in.

Can I pay by debit card?

Unfortunately, we do not accept payment by debit card.

Can I pay by PASMO, Suica, Edy, etc.?

Unfortunately, we do not accept such methods of payment.

Can I pay by credit card?

Yes. We accept VISA, MasterCard, JCB, American Express, Diners Club and Sotetsu Card.

Guest rooms, facilities and other services

Can you make a reservation for restaurants for me?

We are afraid, but we do not make a reservation for restaurants or tickets of amusement parks on behalf of the guests. Thank you for your understanding.

Can I get food delivered to my room?

Details are available at each of our hotels.Please make arrangements on arrival.

Do you have refrigerators stocked with drinks? Are there any vending machines in the hotel?

Guest rooms are equipped with refrigerators, but they are not stocked with drinks.
Please switch on your refrigerator at the power socket and use it to store your own drinks or refreshments.
There are vending machines inside our hotels, and we can also provide you with information on the nearest convenience stores.

Can I get a massage in my room?

Details are available at each of our hotels. Please make arrangements on arrival.

What facilities/equipment do you have available for hire?

Details are available for each of our hotels on the "Facilities" page.

What is a "Universal Room"?

Our Universal Rooms are "barrier-free" rooms that are designed so that disabled guests can enjoy their stay with total confidence.

What are "Ladies' Rooms" or "Ladies' Floors"?

Our Ladies' Rooms offer a higher level of service exclusively for female guests, including additional amenities, facial steamers, curling dryers and hair straighteners. Why not try one of our rooms for yourself?
*Services vary by hotel. In addition, some hotels may not have set Ladies' Rooms or Ladies' Floors.

Do you have any smoking rooms?

Yes. If you wish to smoke in your room, please request a smoking room when making your booking.

I will be coming by car. Do you have a car park?

Parking facilities vary depending on the hotel. For details, please see the "Access Information" page on the relevant hotel's website.

Are evening meals and breakfast included?

Breakfast and evening meals are included with certain options only. Please see individual options for details. You may also request breakfast on arrival at your hotel.

Can I rent a computer?

Yes. We have laptops available at the rate of ¥1,000 (tax inclusive) per night. Please ask at reception. Please be aware however that availability may be limited.

I need to connect to my company's intranet. Do you provide VPN connections?

Yes. Please select VPN on the option screen when connecting to the Internet. As we have a limited number of global IP addresses however, please be aware that VPN connections may be unavailable in some cases, if they are being used by other guests.

Can I access the Internet in my room?

Yes. All guest rooms are equipped with high-speed Internet connections (up to 100Mbps)

General use of the hotel

Can I make photocopies, send faxes or print documents?

Please ask at reception if you wish to make a photocopy, send a fax or print a document. We have a full range of business facilities available.
* Printing, copying and fax services are available at a charge.

Can I bring visitors up to my room to talk?

Guest rooms are for the use of guests only. Please meet any visitors in the lobby.

Does the hotel close at night?

The main entrance will be closed from 1:00am, but you will still be able to access the hotel after that time using your room key. Please make sure that you take your room key with you when leaving the hotel.

I am going to arrive later than the check-in time I gave when booking.

If you are going to arrive later than your scheduled check-in time, please call the hotel to let them know.

Can I checkout later?

If you wish to request a late checkout, please call a member of staff. If you are aFRESA CLUB member, you may delay your checkout time from 10:00 to 11:00 free of charge.

Can I check-in earlier?

Check-in is from 15:00 onwards as a rule, to allow time to clean guest rooms. If you wish to request an early check-in however, please ask a member of staff.

Can I leave my luggage with you before checking in/after checking out?

Yes. You can leave your luggage at reception, either before checking in or after checking out. Please feel free to ask a member of staff.

What time is check-in/checkout?

Check-in is from 15:00 onwards. Check-out is no later than 10:00. If you are a FRESA CLUB member, you may delay your checkout time from 10:00 to 11:00 free of charge.
*At Hotel Grand Fresa Akasaka, check-out is 11:00.

Other questions

Can minors stay at the hotel without adults?

Minors are able to stay without adults, but they need to get a permission from their parents. We request to write a consent form to their parents, and minor guests need to print out/submit the form to us when they check in. If they refused to write/submit a consent form, we cannot allow minor guests to stay at our hotel. Please download the consent form FAQ page in the hotel where they would like to stay at.

Can I post a link to your website?

We want to provide as many people as possible with information via our website, so you are more than welcome to post a link to our website (*free to link). For full details, please see our "Site Policy".

I would like to send you land or property details for a business hotel.

Please contact us by telephone or using the"Inquiry Form" on our website.

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