FAQ

The following are frequently asked questions regarding accommodations.
If you have a question that is not answered in the FAQ below or if you are unsure about a decision, please click here to contact us.

Information about rooms and accommodations

  • Q

    What size bed do you have?【SHINJUKU HANAZONO】

    A

    Please refer to the following.

  • Q

    Are pets allowed to stay in the hotel?

    A

    Unfortunately, pets are not allowed to stay in the hotel.

  • Q

    What should I do if the bed is messed up?

    A

    Please contact us. (03-5843-0356)

  • Q

    Can I use electronic cigarettes in non-smoking rooms?

    A

    We cannot accept smoking even its electronic cigarettes.

  • Q

    Please tell me about room cleaning

    A

    Room cleaning will begin sequentially at 11a.m.
    For the consecutive nights, cleaning service is required for a fee.
    (ASAKUSA KURAMAE・SHINJUKU HANAZONO・AKASAKA Premium ¥6,000)(NAKANO ¥8,000)

Luggage

  • Q

    What items are available for free?【SHINJUKU HANAZONO】

    A

    There are various items that you can borrow during your stay.
    Please refer to the following.
    ※Subject to availability.

    <Example of item option in SHINJUKU HANAZONO>
    Hot plate
    Cake stands
    Mirroring cable
    Board games
    Planetarium for family

  • Q

    Can I ship my luggage from the hotel?

    A

    Unfortunately, we do not provide shipping service.

  • Q

    Do you receive parcels for guests?

    A

    Unfortunately, we cannot keep your luggage in advance as there are no staff at the front desk (self-check-in). We are sorry for the inconvenience.
    ※We do not have lockers.

  • Q

    Can you keep my luggage after check-out or before check-in?

    A

    Unfortunately, we cannot store your luggage as there is no staff at the front desk (self-check-in). We are sorry for the inconvenience.
    ※We do not have lockers.

Facility

  • Q

    Is there a laundry service / coin-operated laundry?【SHINJUKU HANAZONO】

    A

    There is a coin-operated laundry machine on the 2F Common Area, not in each room.
    Wash 300 yen/ once
    Dry 100 yen/ 30min

Other services

  • Q

    Can you make a reservation for restaurants or museums?

    A

    Unfortunately, we cannot accept a request.

  • Q

    Can you arrange car rentals?

    A

    Unfortunately, we cannot accept a request.

  • Q

    What should I do if I forgot something in the hotel?

    A

    Please provide the following information by phone or email.
    We will look for it as soon as possible after you inform us.

    TEL: 03-5843-0356
    [Contact Form](https://cocoshuku.com/en/contact/)

    The storage period is about 1 week.
    ※ Opened food and drink will be discarded on the same day.

    ・Name
    ・Accommodation period (room number if you remember)
    ・Information on item left behind (as detailed as possible)
    ・Contact information
    ※ Lost and found items can be shipped only within Japan.

  • Q

    Is pizza delivery available?

    A

    Feel free to use food delivery services. Please pick up your item in the lobby.

  • Q

    Is there a parking lot?

    A

    Unfortunately, we do not have a designated parking space.

Payment

  • Q

    When do I have to make the payment?

    A

    Since this facility only accepts advance payment, local payment cannot be selected.

Reservation

  • Q

    Floor assignments

    A

    Unfortunately, we cannot accept a request.

  • Q

    Can minors stay in your hotel?

    A

    We cannot accept minors staying.

  • Q

    Can I make a reservation by phone?

    A

    We cannot accept reservations by phone.

  • Q

    Can I receive an accommodation certificate?

    A

    If you need an accommodation certificate, please contact us.

  • Q

    Can I change my stay after booking?

    A

    You can check the reservation details from the automated email sent at the time of booking. If you wish to change or cancel your reservation, please proceed from the service you used. If you have any questions, please contact us by phone or email.
    ※ Changes in room type and number of people may not be possible depending on the availability.
    ※ There may be a difference in price depending on the changes.

  • Q

    Can I change the number of people after booking?

    A

    You can check the reservation details from the automated email sent at the time of booking. If you wish to change or cancel your reservation, please proceed from the service you used. If you have any questions, please contact us by phone or email.
    ※ Changes in room type and number of people may not be possible depending on the availability.
    ※ There may be a difference in price depending on the changes.

  • Q

    I want to cancel my reservation

    A

    The cancellation fee may vary depending on the plan and reservation route. Please be sure to check the plan details.
    If you wish to cancel, please proceed from the automated email sent at the time of booking.

    ※ For reservations from other booking websites or travel agencies, please contact the service you used.

Check-in / Check-out

  • Q

    How to check-in / check-out?

    A

    Our facility introduced a self check in system.
    Please check-in from a tablet at the hotel.
    Check-out procedure is not necessary.
    ※Our hotel introduced self check-in system.
    We will send you in advance by email with check-in instructions 1 or 2 days before your stay.

  • Q

    Can I do early check-in / late check-in / late check-out?

    A

    ** Early check-in **
    We cannot accept early check-in.

    ** Late check-out **
    We cannot accept late check-out.

  • Q

    What time is check-in and check-out for a hotel?

    A

    Check-in 15:00
    Check out 10:00

    * May vary depending on the plan.

    Even if it's late check-in, you don't have to contact us.
    It’s possible to check-in even after the date has passed.

Amenity / Equipment

  • Q

    What are the room amenities / equipment? 【SHINJUKU HANAZONO】

    A

    ■Facility / Equipment
    Wi-Fi
    TV
    Kitchen
    Refrigerator
    Microwave
    Kettle
    Hair dryer
    Dish/Cutlery
    Kitchenware
    Coffee(milk, sugar)
    Air purifier

    ■Amenity
    Toothbrush
    Bath amenities(Shampoo, Conditioner, Body soap, Hand soap)
    Towel
    Slippers

    Irons, cell phone chargers and converters aren’t available for rent.

  • Q

    Is there a free service for screen mirroring?

    A

    It is available to use screen mirroring from the free item option.

    Please refer to the following.

  • Q

    Is there free Wi-Fi?

    A

    Free Wi-Fi is available in all rooms.
    If you have any questions about the connection, please check the hotel information.

  • Q

    Tell us about towels.

    A

    All rooms are provided towels for the number of people.


    【Exchange towels】
    We will exchange towels if you want.
    Put your towels and trash in the corridor by 9:00a.m. and we'll put new one.Add towels are required for a fee.

    For details, please refer to the hotel guidance.

  • Q

    Do you have pajamas?

    A

    We provide robes.

COCOSHUKU