FAQ Frequently Asked Questions
For your convenience, please refer to our answers below to our frequently asked questions regarding our restaurants and rooms.
Please contact us if you have more questions.
ROOMS
- Nearest stations and access
- A 3-minute walk from Exit 3 of Gaienmae Station on the Tokyo Metro Ginza Line, and an 8-minute walk from Exit A3 of Omotesando Station on the Tokyo Metro Chiyoda Line, Hanzomon Line, and Ginza Line. The shuttle bus from the airport does not stop.
- Can I make a reservation on the day?
- Reservation for the day is accepted depending on the availability.
- Can I cancel my reservation?
- Please contact us by the day before your arrival. Cancellation fee will be charged 2 days before (50%), the day before (80%), the day (100%), and non-night (100%). Also, please note that the cancellation policy differs depending on the plan.
- Is there a wait list?
- Yes, we can put you on our wait list. We will contact you only if there is a cancellation.
- What time is check-in and check-out?
- Check-in is after 15:00 and check-out is until 12:00. Please note that they may vary depending on the plan.
- What happens if I am late for my estimated check-in time?
- There is no problem. Please contact the front desk if your check-in time is after 22:00 or if there is a significant change in your estimated arrival time.
- What is your early check-in and late check-out policies?
- Early check-in can be arranged depending on the availability. Additional fees are charged for 3 hours (30%), 5 hours (50%), 6 hours or more (100%).
- Is there a parking charge for accommodation guests?
- Guests staying at the hotel can use it for ¥ 5,000 per night. As it is a complete reservation system, advance reservation is required. Please contact the hotel directly for availability and reservations.
- Is there a humidifier that I can borrow?
- Air purifier with humidification function is available in all guest rooms.
- Can I connect to the Internet?
- Free Wi-Fi connection is available in all guest rooms.
- How many people can stay without extra charge, and what is the age limit?
- Up to one child (less than 12 years old) can stay for free in each room.
- Is there an extra bed?
- Extra bed is available for 12,100 JPY each. Please be aware that the bed may not be able to arrange depending on the room type.
- Is there a crib that I can borrow?
- Crib is available for free (age limit: 2 years old) for a limited number.
- Is there a smoking room?
- Smoking is prohibited in the entire building. There is a public smoking area on the 2nd floor of the building.
- Is there a wheelchair accessible room?
- Yes, we have an accessible room that is of universal design.
- Are there connecting rooms?
- Yes, there are connecting rooms. Please contact the hotel directly for availability and making a reservation.
- Is there a fitness room?
- We have a fitness room exclusively for guests. From 6:00 am to 24:00 pm, you can use it freely from 16 years old and over (5 to 15 years old / accompanied by a supervisor). We also rent clothing and shoes, so please feel free to contact the front desk.
- Can I stay with my pets?
- Please refrain from staying with pets. However, service dogs are excluded.
- Can I stay with a service dog?
- Yes, you can stay with your service pets. Please be aware that we may check your certificate.
- Can I use a credit card?
- Yes, you can pay with credit cards such as AMERICAN EXPRESS / DINERS / VISA / MASTER / JCB / NICOS / DC / UC / Union Pay
- Can I ask for arrangements such as cakes and flowers?
- We accept. If you make a reservation by phone or online at the time of reservation, please fill in the inquiry column and contact us. Cake: We accept reservations up to 2 days before the accommodation date. (9cm / 2,000 yen ~) Bouquet: We will prepare it according to the price range by reservation by 15:00 the day before.
- Are there any cash vouchers that can be used at THE AOYAMA GRAND HOTEL?
- Available. Accommodation tickets are sold at the hotel reception on the 4th floor.
Restaurants
- About cancellation policies
- There is no cancellation fee in all our restaurants. Please inform us in advance when you cancel your reservation.
- About dress code
- Beach sandals and tank top for men are not allowed in the restaurants.
- Do I have to specify our orders in advance when I make a reservation?
- You do not have to specify your orders. However, if the party has more than 10 people, letting us know in advance will help us to provide your dishes smoothly. There is no problem if you decide to choose your menu when you arrive.
- Can I request for a specific seat?
- Unfortunately we do not guarantee any seating request.
- Can I eat breakfast without staying?
- It is available. Available at THE BELCOMO on the 4th floor.
- Are the restaurants wheelchair accessible?
- Yes, the entire building is of universal design.
- Can you cater for specific allergies
- We support. If you have any allergies or foods that you are not good at, please feel free to contact us. We will change the ingredients and dishes so that you can enjoy up to the last dish. In that case, please let us know in advance.
- Is there a parking lot? Is there a discount on parking for restaurant guests?
- Located on the first basement floor. You can use it for up to 3 hours for 3,000 yen. We will give you a 1,000 yen discount on the parking fee for every 10,000 yen spent on the restaurant. If the car is full, we will guide you to a nearby parking lot (coin parking).
- Are the restaurants non-smoking?
- Smoking is prohibited in the entire building. There is a public smoking area on the 2nd floor of the building.
- Can I ask for arrangements such as cakes and flowers?
- Cake: Cakes can be booked up to 2 days in advance. (9cm / 2,000 yen ~) We offer a dessert platter for ¥ 2,500. We can also prepare messages and candles. Bouquet: We will prepare it according to the price range by reservation by 15:00 the day before.
- Are there any cash vouchers that can be used at THE AOYAMA GRAND HOTEL?
- Available. Restaurant course tickets are sold at the 4th floor hotel reception.