Frequently Asked Questions

I am considering staying at the hotel for a special occasion. Can you arrange a cake, flowers, or other items?

We offer a variety of plans and services for special occasions. Please see here for details.

Can I check or cancel a reservation made through the online reservation system?

You can check your reservation here.

A 100% cancellation fee will be charged for cancellations made after 15:00 on the day before arrival.
*Cancellation policies may vary depending on the accommodation plan, time of year, number of guests (individual or group reservations), and other conditions. For details, please check the terms of your accommodation plan or contact Room Reservations or the Front Desk.

Can I be placed on a waiting list?

We do not accept waiting-list requests.

Is it okay if I arrive late for check-in?

Please contact us if you will be arriving after 22:00. Regular check-in begins at 15:00 (this may vary depending on the plan).

Is it possible to check in before 15:00?

If you wish to guarantee check-in before 15:00, please book the previous night as well.

Is there a charge for parking when staying at the hotel?

Hotel guests may use the parking lot free of charge from check-in until check-out. At check-out, please present the parking ticket issued upon entry at the Front Desk.

Can I specify the room type or floor?

Except for certain designated plans, we do not accept requests for specific room types or floors.

Can I stay with a guide dog?

Yes. We will ask to see the relevant certification in advance.

Can pets stay at the hotel?

Pets are not permitted in the hotel. Guide dogs, hearing assistance dogs, and service dogs are permitted to stay, but we will ask to see the relevant certification in advance.

Are accessible rooms available?

Accessible rooms designed to provide a comfortable stay for guests using wheelchairs are available in certain Prestige Room categories.
The rooms are designed for ease of use, with passageway widths and bathroom and toilet facilities designed with accessibility in mind.

Are connecting rooms available?

Adjoining rooms are available in some room categories in the Prestige Tower and Heritage Wing. These are an outer-connect type, with a shared door outside the individual rooms. Availability is limited, so please inquire in advance.

Are Japanese-style rooms available?

We do not have Japanese-style guest rooms.

Are humidifiers available for rent?

The hotel’s central air-conditioning system is equipped with a humidification function. If you would like an additional humidifier, please inquire with us. Availability is limited.

Is Internet access available?

Wi-Fi is available. Computers are not provided in the guest rooms, but you can connect your own computer to the Internet using the wired LAN port installed on the writing desk.

Is laundry service available?

Yes. An order form is provided in your room. Please note that there are no coin-operated laundry facilities in the hotel.

Can I walk around the hotel wearing a bathrobe or pajamas?

Please use bathrobes, pajamas, and slippers only inside your guest room.

Can I receive a massage in my room?

Yes. Please make a reservation in advance.

Can I request a smoking room?

All guest rooms on the 9th floor of the Heritage Wing are smoking rooms. Please make your request when booking. The number of rooms is limited.

Can children share a bed with an adult?

Children aged 12 and under may share a bed with an adult free of charge. If your child will be having breakfast, children’s rates are available at Orchid. Breakfast is free for preschool children aged 0–5. Children aged 6–12 can enjoy the buffet for 3,900 yen.
*The prices shown include consumption tax and service charge.

Can I request an extra bed?

Extra beds are available in certain Prestige Rooms and Heritage Rooms. Availability is limited, so please inquire in advance.

Can I request a baby crib?

Baby cribs are available free of charge for infants under 1 year of age. Availability is limited, so please reserve one in advance.

Are amenities for children available?

We provide bed guards, pajamas (separate top and bottom / 90 cm or 110 cm), and children’s amenity sets (slippers / 19 cm, toothbrush, towel, and cup). Diaper disposal bins, waterproof bed pads, and other items are also available. Please request these items when making your reservation.

Can children use Okura Fitness & Spa?

Children aged 13 and over may use the facilities. Please refrain from using inflatable floats, throwing balls, or engaging in other activities in the pool that may disturb other guests.

Can I earn airline mileage?

Mileage can be earned as follows:
JAL MILEAGE BANK:
Regardless of the booking channel, only the following designated plan is eligible for mileage accrual, including reservations made through third-party booking sites. Mileage is credited to one guest per room and is calculated per night.
～Plan Eligible for JMB Mileage Accrual～
[J-SMART 1000] JMB 1,000-Mile Accrual Plan
Other partner airlines:
For reservations made directly with the hotel, mileage can be earned when the mileage member personally stays at the hotel. Please present your mileage card at the Front Desk at check-in and inform the staff that you wish to earn miles. The eligible guest room rate specified by each partner airline, excluding food and beverage charges, consumption tax, service charge, and accommodation tax, must be 30,000 yen or more for the Prestige Tower or 45,000 yen or more for the Heritage Wing. *Reservations made through travel agencies or third-party booking sites are not eligible for mileage accrual.
ANA MILEAGE CLUB (500 miles × number of nights stayed), KRISFLYER (500 miles per stay), ROYAL ORCHID PLUS (500 miles per stay), ASIA MILE (500 miles per stay), ENRICH (600 miles per stay), PHOENIXMILES (800 kilometers per stay)

Does the hotel have a membership program?

One Harmony is a membership program available at Okura Hotels & Resorts, Nikko Hotels International, and Hotel JAL City, with no enrollment fee or annual membership fee. Members can earn points each time they use participating hotels and enjoy a variety of benefits. Please see here for details.

Can I use a credit card?

American Express, Diners Club, VISA, Mastercard, JCB, NICOS, DC, UC, SAISON, and other cards are accepted. We also offer a service that allows overseas guests to make card payments in their home currency, meaning the currency of the country where the card was issued. (VISA, Mastercard)

Can I use a UnionPay card?

Yes.

Club Floor / Club Lounge

What are the Club Lounge opening hours?

The Club Lounge is open from 8:00 to 20:30.

Is smoking permitted in the Club Lounge?

The entire Club Lounge is non-smoking.

How do the food and beverage offerings vary depending on the time of day?

The following are available during the specified hours:
① 8:00–11:00 Morning Light Meal
② 14:00–17:00 Sweets & Savories
③ 17:00–19:30 Evening Light Meal
*Only light meals are served. Guests wishing to have a full meal are requested to use one of the hotel restaurants.
*Alcoholic beverages other than beer are served from 17:00 onward.

Can I bring food or beverages into the Club Lounge or take them out?

For hygiene reasons, guests are not permitted to bring food or beverages into or take them out of the Club Lounge. Coffee is the only item that may be taken out.

Is there a dress code?

Smart casual attire is recommended. Please note that entry may be refused to guests wearing extremely casual attire such as beach sandals or sleeveless clothing for men, including tank tops and running shirts, or wearing guest room bathrobes or slippers.

Are there any time restrictions for children?

After 17:00, the Club Lounge is available only to guests aged 13 and over.

If I stay on a plan that includes Club Lounge access, is there a charge for a child sharing a bed with an adult?

If a child aged 6–12 sharing a bed with an adult enters the Club Lounge, an additional charge of 4,500 yen per child per night applies. After 17:00, the Club Lounge is available only to guests aged 13 and over.

If I stay in the Prestige Tower, can I use the Club Lounge for an additional fee?

The Club Lounge is available only to guests staying on a plan that includes Club Lounge access.

Are there any smoking floors on the Club Floors?

There are no smoking floors on the Club Floors.

I am staying on a plan that includes Club Lounge access. Can I bring a companion into the Club Lounge?

The Club Lounge is exclusively for guests staying on a plan that includes Club Lounge access; however, the following visitor rate is available for accompanying guests.
[Rate per person] 60 minutes per visit: 9,000 yen (including consumption tax and service charge) A maximum of three accompanying guests per room is permitted.

From what time before check-in and until what time after check-in can I use the Club Lounge?

The Club Lounge is available from check-in until check-out.

Does the Club Lounge have a private room?

One private room is available for meetings and other purposes. It is available only to guests staying on a plan that includes Club Lounge access.
The first hour is free of charge, after which a charge of 6,325 yen applies for each additional hour. If you have accompanying guests who are not staying at the hotel, an additional charge also applies. (9,000 yen per person for one 60-minute visit)
*The prices shown include consumption tax and service charge.

Can I check in and check out at the Front Desk on the 5th floor of the Prestige Tower?

Yes.

Can non-staying guests use the Club Lounge?

The Club Lounge is not available to non-staying guests unless they are accompanying an eligible hotel guest.

Dining At The Hotel

Where can I have breakfast? Can I make a reservation?

Breakfast is available at the following three restaurants:

• Nouvelle Epoque (French Fine Dining, 5th floor, Heritage Wing)
　: Course menus such as an American breakfast and à la carte dishes
• Yamazato (Japanese Fine Dining, 4th floor, Heritage Wing)
　: Japanese breakfast, rice porridge breakfast, and rice porridge with medicinal herbs
• Orchid (All Day Dining, 5th floor, Prestige Tower)
　: Breakfast buffet, course menus such as an American breakfast and à la carte dishes
Reservations are accepted for Nouvelle Epoque and Yamazato. On Saturdays, Sundays, and national holidays, Orchid is available exclusively to staying guests.

I am not staying at the hotel. Can I still have breakfast?

Breakfast is also available to guests who are not staying at the hotel.
*On Saturdays, Sundays, and national holidays, Orchid (all-day dining) is available exclusively to staying guests.

Where can I have French toast?

French toast is available at Orchid (all-day dining) during breakfast and tea time.
*Quantities are limited, so we recommend making a reservation.

Which restaurants have private rooms? Can I make a reservation?

Six restaurants and bars have private rooms. Reservations are accepted at all of them.
Nouvelle Epoque (French Fine Dining), Yamazato (Japanese Fine Dining), Sazanka (Teppanyaki), Toh-Ka-Lin (Chinese Fine Dining), Orchid (All Day Dining), and Starlight (Bar & Lounge).

I am planning to dine at the hotel for a celebration. Can you arrange flowers or a cake?

Yes. Please let us know when making your reservation.

Are there any restaurants or bars where I can enjoy coffee and conversation in a quiet, relaxing setting?

You can enjoy coffee at Orchid (all-day dining), Orchid Bar (main bar), and Starlight (bar lounge).

Can I bring my own wine?

Yes. A corkage fee of 11,000 yen per bottle (including consumption tax) applies. Please let us know when making your reservation.

Is there a parking fee if I dine at a restaurant?

Guests using the restaurants and bars are eligible for the following complimentary parking based on the amount spent. When settling your bill, please present the parking ticket issued upon entry.
3,000 yen or more: 1 hour free
5,000 yen or more: 2 hours free
10,000 yen or more: 4 hours free

Are there any restaurants where I can dine with children?

Children are welcome at all restaurants except Nouvelle Epoque and the kappo and sushi counters at Yamazato.

Can I enter the restaurants with a wheelchair or stroller?

All restaurants are wheelchair accessible. Strollers are permitted at all restaurants except Nouvelle Epoque and the kappo and sushi counters at Yamazato, which have age restrictions.

Are there any restaurants with a dress code?

[Smart Casual] All restaurants and bars; Nouvelle Epoque (breakfast)
*Please refrain from wearing shorts, sandals, sleeveless clothing for men (such as tank tops or running shirts), or hats.

[Smart Elegance] Nouvelle Epoque (lunch and dinner)
*Male guests are requested to wear a jacket.

Are there any restaurants where smoking is permitted?

All restaurants and bars are non-smoking throughout. Smoking areas are available on the 2nd, 4th, 6th, 7th, and 41st floors of the Prestige Tower.

Can you accommodate food allergies or special dietary restrictions (gluten-free, halal, kosher, vegan, etc.)?

We will do our best to accommodate dietary needs related to allergies or health conditions, as well as religious dietary requirements. Please let us know when making your reservation.

Okura Fitness & Spa

Is there a fee each time I use the facilities?

Staying guests may use the gym, pool, and sauna free of charge during their stay.
Okura Fitness & Spa members do not incur any additional fees when using the gym, pool, or sauna.

Do I need to bring anything with me when using the facilities?

Workout clothing, shoes, socks, swimwear, and swimming caps are provided for Okura Fitness & Spa members.
Staying guests may rent workout clothing, shoes, and swimwear for 1,000 yen per item (including consumption tax), and socks for 500 yen (including consumption tax). Swimming caps are available free of charge.
Goggles are not available for rent, so please bring your own if needed.

Can I tour the facilities?

Yes. Facility tours are available upon request. Please contact us in advance of your visit.

Are rental lockers available?

In addition to changing-room lockers, private lockers for small personal items are available for Okura Fitness & Spa members.

Can hotel guests use the facilities before check-in or after check-out?

As a general rule, hotel guests may use the fitness facilities from check-in through check-out.

Access

What is the hotel’s address?

The address is 2-10-4 Toranomon, Minato-ku, Tokyo 105-0001.

What is the nearest station?

You can reach the hotel from the following stations:

Toranomon Hills Station on the Tokyo Metro Hibiya Line (approximately 5 minutes on foot).
Toranomon Station on the Tokyo Metro Ginza Line (approximately 10 minutes on foot).
Tameike Sanno Station on the Tokyo Metro Ginza and Namboku Lines (approximately 10 minutes on foot).
Roppongi Itchome Station on the Tokyo Metro Namboku Line (approximately 7 minutes on foot).
For detailed access routes from each station, please see the Access page.

How do I get to the hotel from Haneda Airport?

From Haneda Airport, the hotel is approximately 30 minutes by taxi or approximately 50 minutes by Tokyo Monorail or Keikyu Line. For detailed access information, please see the Access page.

How do I get to the hotel from Narita Airport?

From Narita Airport, the hotel is approximately 70 minutes by taxi or approximately two hours by Airport Limousine Bus. The Narita Express provides service to Tokyo Station. For detailed access information and timetables, please see the Access page.

Is airport transfer service available?

We can arrange a chauffeur-driven car for a fee. Advance reservations are required.
Please note that no complimentary shuttle service is available.
Click here to arrange a chauffeur-driven car.

Please Contact Us