FAQ

Q.Can I make a reservation by phone or email?
A. When making a reservation by phone, please call Henn na hotel customer center (050-5210-5250).
 Sorry, we do not accept e-mail reservations.

Q. When will the cancellation fee be charged?
A. It is a regulation of Booking.com.

Q.Can I change or cancel reservations by phone or email?
A. Only those who make a reservation at Henn na Hotel Customer Center can make changes or cancellations.
 Unfortunately, we do not accept changes or cancellations of reservations by phone or email.
 When applying from the Customer Center, please contact the Customer Center.

Q.Can I pay with a credit card?
A. Yes. However, for security reasons, only cards with an IC chip and a PIN (PIN code) can be handled.
 ※Cards other than the above and UnionPay cards are not compatible with robot check-in.
 ※For AMEX, a prior PIN application is required.

Q.Is there a parking lot?
A. No. The hotel does not have any available parking lots or nearby parking lots.
 
Q. How many minutes walk from the nearest station?
A. 3-minute walk from Exit 4 of Tawaramachi Station on the Tokyo metroGinza Line. 
 6 minutes on foot from Exit A4 of Kuramae Station on the Toei Oedo Line. 
 10-minute walk from Asakusa Station on the Subway Ginza Line / Toei Asakusa Line. 
 5-minute walk from Tsukuba EX Asakusa Station A1 Exit.

Q. What time is check-in and check-out? (Can it be extended?)
A. Check-in is after 15:00 and check-out is until 11:00.
 Use after the check-out time will be charged an extension fee.
 From 11:00 to 12:00, it costs 1,500 yen (excluding tax) per hour. After 13:00,
 we will charge a 100% accommodation fee only if there is vacancy on the day.

Q. Can I change my scheduled check-in time?
A. Yes. If you check in from 15:00 to 23:59, no contact is required. If it is after 24:00, please inform the hotel.

Q. Can I leave my luggage before check-in / after check-out?
A.  Yes. Please use the baggage port in front of the second floor elevator. Or the staff will keep it.

Q. Is it possible to check in after 24:00?
A. Yes. Is possible. However, since the hotel entrance is locked after 24:00,
 please ring the intercom next to the entrance. 

Q. Please tell me about children lying together.
A. Children under 6 years old sharing a bed with adults will not be charged for the child.
 1 single (+ 1 bed allowed), 2 maximum double (+ 1 bed allowed), 2 maximum twin (+ 2 beds allowed),
 3 maximum triple (+ 2 beds allowed) 
 The same room charge as for adults will be incurred when using a bed only for children or for a bed over 6 years old. 
 Amenity, towels, pillows, etc. are not provided for children lying together.
Q.Can large buses stop in front of the hotel entrance?
A. It is possible in front of the entrance (Kokusai Street). 

Q. Are there baby beds and bed guards?
A. There is no crib. Bed guards are available for rent. Please contact the front desk..

Q.Can minors stay alone?
A. A parental consent form is required for guests under 18 years of age.
 ※If you are under 15 years old, you must be accompanied by a guardian.
  Please mail to the hotel before check-in.
        Please send it to the hotel's email address (info-asakusa@hennnahotel.com).
 ※If you cannot confirm the consent form, we may refuse your stay.
  Download the consent form.
 ※If the parental consent cannot be confirmed at the hotel at the time of check-in,
  after confirmation by telephone contact etc.
  on the spot, please submit the consent document by the parental authority by fax
  or later mail I will do it.

Q. Is it possible to use the restaurant on the day?
A. Yes. Please come directly to the restaurant.
     Price:
  Adult (12 years old and above) : \ 1,700 yen (without reservation)
                : \ 1,500 yen (with reservation)
  Child (6~11 years old) : \ 700 yen
  Infant/Pre-school (0~5 years old)  FREE 

Q. If I make a reservation for multiple rooms, can I arrange the next room?
A. We accept it as your request. Your request may not be met due to the congestion on the day.

Q.Is there a barrier-free room?
A. Universal rooms are available but rooms are limited. 

Q.Is there a non-smoking room?
A. The entire hotel is non-smoking.

Q.What is the “LG Styler” cleaning machine?
A. It will be a closet type home cleaning machine.
 By filling the interior with steam, it is possible to disinfect and deodorize clothing
 that cannot be washed with a washing machine.
 Furthermore, it is possible to remove dirt such as wrinkle removal, pollen and dust by vibration.

Q. Are baths and toilets separate? 
A. Only Deluxe Twin, Twin Extra, Corner Suite and Family Suite have separate bath and toilet.

Q. Please tell me the size of the bed.
A. Single room: 120cm × 195cm 1 unit
 Double room: 154cm x 195cm 1 unit
 Twin room: 100cm x 195cm 2 units
    Deluxe twin: 110cm x 195cn x 2units
 Twin Extra: 100cm x 195cm  2 units + sofa bed
 Family Suite: 100cm x 195cm  2 units + 154cm x 195cm 1 unit
 Corner suite: 120cm x 195cm  2 units + sofa bed 

Q. What is a gown?
A. One piece type with thin fabric 120mm size only (in the guest room only)
 ※All are for adults. There is no children's gown. 

Q. How many card keys are there?
A. Card keys for guest rooms can be issued for the number of customers.

Q. Can I use Wi-Fi?
A. Yes. Free Wi-Fi is available in the hotel.

Q. Is there a stroller rental available?
A. Sorry, not available..

Q.Is there an ice machine?
A. There is on the 4th and 8th floors.
Q. Do you have vending machines?
A. Yes. There is a beverage vending machine. (Installed on the 4th, 8th)

Q. Can pets stay at the hotel?
A. Pets are not allowed.

Q.Is there a coin laundry in the hall?
A. Yes. Installed on the 3rd, 7th and 10th floors (Washing-drying (standard) 120 minutes / 500 yen, washing-drying (small amount) 80 minutes / 400 yen, washing only / 35 minutes / 300 yen, additional drying / 20 minutes / 200 yen)

Q. What are the security measures?
A. We check with a security camera for 24 hours.
 The hotel is locked at night, so it is not possible for outsiders to enter.
 The elevator to the guest room floor cannot be used without a card key.

Q. Can I send luggage, such as a suitcase, to the hotel in advance?
A. Yes, but please observe the following.
 ■Method: Be sure to use [prepayment]. I do not receive in the case of cash on delivery.
  (We do not accept temporary payments.)
 ■Delivery time: Please send it on the day before your stay or on the day of your stay.
  Please be sure to include your full name on the slip when you send it.
 ■Notes: Valuables / fragile items / Electrical devices / Raw / Dangerous items / Pharmaceuticals / Letters /
  Luggage with bad smell / Luggage that requires
  temperature / humidity control such as cool flights, or the hotel For luggage to be judged
  and contents that are refused by the hotel,
  we will refuse all custody. In that case, the customer will be responsible for the delivery fee (repayment etc.).
  Please be forewarned.

Q. Is there a delivery service?
A. Only cash on delivery will be accepted.

Q.Do you offer room service? (Can you deliver birthday cakes etc.)
A. Sorry, room service is not available.

Q.Do you have a hotel concierge?
A. There is a 24-hour concierge.

Q.Can I get a hotel brochure?
A.Download here  ※Currently, we do not support by mail.