FAQ｜Mitsui Garden Hotel Nagoya-premier

How early can reservations be made?

Reservations can be made about six months in advance through our website or by phone. All other inquiries including group reservations should be addressed directly to the hotel by telephone.

Is there a waitlist?

We are sorry but we do not have a waitlist. The status of reservations changes daily so please check back with us or check our website for occupancy changes.

How much are cancellation charges?

For reservations made through our website or by phone, the cancellation charges are: 20% of the full room rate for cancellations one day before your stay, 80% of the full room rate for cancellations on the day of your stay, and 100% of the room rate for no-shows. Please contact your travel agent for cancellation of reservations arranged through a travel agent.

Are taxes included in the room fees?

The room fee includes consumption tax. There are no service charges required.

Can the Front Desk issue a receipt for a reservation that was made and paid online?

No, we cannot. Receipts for reservations that are made and paid online are issued by the internet site or the travel agency you book through, and not at our Front Desk. If you wish our Front Desk to provide a receipt, please make a reservation and payment through our hotel directly. Please note that our Front Desk only provides dated receipts in the name of the guest or the guest’s company. Our Front Desk does not issue undated receipts, or receipts with the Payer left blank or identified as ‘Customer’, or any similar anonymous expression.

Is there a car park?

Unfortunately, there is no car park in the hotel or tie-in car park. Please use a nearby coin-operated car park.

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

Yes, we can. If you arrive early, we will store the luggage at the front desk until you check in. We can also do so after you check out until the end of the day. Please note that we cannot store valuables, foods, dangerous items, refrigerated goods or frozen goods.

What are your check-in and check-out times?

The check-in time is 3 pm and the check-out time is 11 am. Please let us know if your expected arrival time changes. As the hotel locks the entrance after 1 am at night for security reasons, please use the intercom to contact the front desk when you arrive late at night. Those staying at the hotel can use their key card to enter the hotel after hours.

How will early check-in or late check-out affect my rates?

For early check-in
Normal check-in time is 3 pm. Depending on room availability, we may allow you to check in earlier than 3 pm, with extra charges between 30% and 100%. If you need to guarantee an early check in, please let the hotel know in advance.

For late check-out
Normal check-out time is 11am. Depending on room availability, we may allow you to check out later than 12pm, with the surcharges stated below.
Until 3 pm・・・・・30% of room rate
Until 6 pm・・・・・50% of room rate
After 6 pm・・・・・100% of room rate
(Note: These surcharges will be applied on top of the full accommodation charges.)

Can I send my luggage prior to check-in?

We can store luggage you send us until you check in, except for valuables, any food items, dangerous items, refrigerated items or frozen goods. Please be sure to label the items with the full name of the guest and the check-in date, and send the luggage to the address below.
Guest’s full name: Mr./Ms. [first and family names]
Check-in date: [month] / [day] / [year]
Hotel name: c/o front desk Mitsui Garden Hotel Nagoya Premier
Address: Symphony Toyota Bldg., 4-11-27 Meieki Nakamura-ku, Nagoya, Aichi 450-0002
TEL: 052-587-1131

Is there a courier service?

The Front Desk only arranges courier deliveries (‘‘Takkyubin’’) through Yamato Transport Co., Ltd. We also provide packaging materials. Please ask our staff.

I would like to know about children’s accommodation (beds and meals).

If the child is under 12 years old (elementary school ), they may sleep in the same bed as you. There will be no available amenities for children including bath towels, toothbrush, or nightwear, so please bring them with you. If you wish to use the hotel’s bedding and amenities for your child, we will ask for accommodation under the same condition as adults. Free breakfast is available to children preschool age or younger who sleep in the same bed as an adult. Those who are in elementary school will be charged the same amount as an adult (2,200 yen/exclusive rate for guests).

Are there smoking rooms?

All of the rooms in the hotel are non-smoking. If you wish to smoke, please use the smoking space in the hotel lobby on the 18 F.

Are there barrier-free rooms?

Yes, we have an Access-friendly room (a Twin room) in the hotel.

Do you allow guide dogs, service dogs, and hearing dogs for the hearing impaired to stay in the hotel?

Yes, we do. Please let the hotel know in advance.

Do you provide wheelchairs?

We keep one wheelchair for emergency use only. If you require a wheelchair for use inside the hotel facilities, please contact the Front Desk in advance. Please note that the wheelchair is for use only inside our facilities.

Can pets stay with me?

Regrettably, we do not allow pets to stay at the hotel. However, you may stay with your guide dog, service dog or hearing dog. Please let us know at the time of reservation.

Is there extra space in your guest room refrigerators?

There is a complimentary bottle of mineral water (one for each person) in your refrigerator. You may also store your own items in the refrigerator.

Can I have food or drink like a pizza, delivered from outside?

With apologies, we are unable to accept deliveries of food or drink from outside restaurants or eateries.

Is there a room service?

With apologies, room service is not provided.

Are there vending machines / ice machines?

Each floor has a vending machine and an ice maker. Each guest room has an ice bucket for use.

Is there a curfew?

There are no curfews. The front desk is available 24 hours; however, please let us know in advance if your arrival is going to be considerably later than scheduled. As the hotel locks the entrance after 1 am for security reasons, please use the intercom to contact the front desk when you arrive late at night. Those staying at the hotel can use their key card to enter the hotel after hours.

Can I use the Internet for work?

We provide wireless LAN in all our guest rooms, the lobby and the restaurant for internet access. You can use smartphones or tablets with our wireless network.
※Please note that our internet service does not guarantee a connection for all guests. The settings on some PCs may limit connectivity.

Can I invite non-staying guests to my room?

No, we cannot allow non-staying guests in your room. Please consult the front desk if you have special needs.

How are valuables kept at the hotel?

Please use the security safe in your room to store any valuables.

Is there a laundry service?

Yes, and charges apply. Please bring your laundry to the front desk by 10 am using a laundry bag and a filled-out request form, both provided in your room. Laundry is returned in the late afternoon the same day. (※The service may not be available on Sundays, National Holidays or during certain periods of the year, such as Golden Week or the year-end holidays. Please check at the front desk.)

Is there a coin-operated laundry?

Washing machines are available on 18th floor. They are available only for staying guests between 3 pm and 1 am, and 6 am and 9 am.

Is foreign currency exchange available in the hotel?

Yes, but only from US dollars ($) to Japanese yen (¥).

Is baby food available?

The hotel does not provide baby food. However, we are able to warm any baby food that you bring to the front desk during your stay.

Does the restaurant accept requests from people with food allergies?

The restaurant does not serve particular dishes for people with food allergies. Our buffet-style breakfast menu indicates ingredients that might cause allergic reactions. Please ask the hotel staff for more information.

Is there a large public bath?

Large public baths are available on 18th floor, the same floor as the hotel lobby. They are available only for staying guests between 3 pm and 1 am, and 6 am and 9 am.
※Guests can enter the public bath area in nightgowns and slippers stored in your room. As towels are not provided in the public bath area, please bring towels from your room.

Do we have to pay for the public bath?

No, staying guests can use the public bath free of charge.

Can you allow people who do not stay the hotel to use the public bath?

No, the public bath is for staying guests only.

Please tell me about the breakfast service.

Breakfast is served in the restaurant “The Living Room with SKY BAR” on the 18th floor.
– Opening Hours: 6:30am to 10:00am (Last entry: 9:30am)
– Price: 2,200 yen (for staying guests), 2,400 yen (for non-staying guests),
– Japanese & Western-style buffet
A reservation is not necessary for breakfast. As the restaurant may be crowded at certain times, please allow yourself ample time for breakfast.
Restaurant Tel.: 052-446-5422 (in Japanese only)

Can we come to the restaurant in nightgowns and slippers?

No, we don’t allow people to enter the restaurant in nightgowns and slippers.

Is it possible to request a room on the higher floors?

Guestrooms are located between the 19th and 25th floors. Please understand that we may be unable to meet your request due to other reservations on the same day.

Can you arrange connecting rooms when I reserve two rooms (or more)?

Unfortunately, we do not have any connecting rooms.

Are baby beds available?

Yes, and free of charge, but the number of baby beds is limited. Please let us know in advance if you need one.

Is there a smoking area in the hotel?

Yes, in the hotel lobby on the 18th floor.

Do you have fitness facilities (gym / swimming pool) or a meeting room?

Unfortunately, there are no fitness facilities or meeting rooms in the hotel, or tie-in facilities.

Are there convenience stores nearby?

Yes, there is one in the building across the street, on the 1st floor.

Lost items in guest rooms

We keep lost items found in guestrooms or inside the hotel for 3 months. Inquiries about a lost item can only be made by the owner of the lost item, in order to protect privacy. If any item remains unclaimed after 3 months, it will be dealt with in accordance with Japanese law. Food, beverages and perishable items will be disposed of within 24 hours due to reasons of security and hygiene.
※Charges for returning a lost item to its owner must be paid in full by the owner before the item is delivered.
※In order to protect privacy, we do not contact a guest after we find a lost item. The responsibility of contact lies fully with the owner of the lost item.

About general household medicines at the hotel

In line with the provisions outlined in Article 24 of the Pharmaceutical Affairs Act, we do not provide medicines.
We sincerely apologize for any inconvenience, but ask that guests prepare any medicines they may require in advance of their stay. There is a hospital and drug store nearby, so please do not hesistate to ask at the front desk for more information if needed.