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Frequently Asked Questions

What you’re wondering

Don’t hesitate to contact us about any questions you might have — here are some of the ones we’re most commonly asked.


All our guest rooms are non-smoking, but have a dedicated area for smokers.

Yes, we offer 24/7 room service. 

Yes, indeed. Please call the IHG ANA Hotels Reservation Centre at 0120-056-658 to inquire about pet-free rooms.
Yes, we have an accessible room. Due to limited availability, we recommend that you call before making your reservation. For more information on the accessible features of our hotel, call the IHG ANA Hotels Reservation Centre at 0120-056-658
If you made a reservation using a third-party website please contact your service provider directly to make modifications to your reservation.
A valid government issued photo ID is required at the time of check in. For all Non-Japanese guests we are required to see a valid passport.

Yes, there is a small cost for rollaway beds and baby cots/cribs are free of charge. However, not all rooms are large enough to take extra beds and cribs. If you require a room big enough to accommodate a rollaway bed or a crib, call the IHG ANA Hotels Reservation Centre at 0120-056-658. Supply is limited, so please enquire at time of booking.

Children aged 12 and under stay for free when using existing beds. However, for meal-inclusive plans, the cost of meals for children is not included in the rate.

Yes, some room categories have connecting rooms available. To inquire about connecting rooms, call the IHG ANA Hotels Reservation Centre at 0120-056-658

Unfortunately, we don’t offer free shuttle service from the airport, however, we can help you to get a taxi. Please see our Maps + Directions page for more information about how to get to the hotel via train, taxi or limousine bus.

Please see our Maps + Directions page to learn more about how to get to our hotel

Please cancel more than 24 hours prior to stay to avoid 1 night penalty. Cancellation of this reservation is subject to the hotel’s cancellation policy. Please note that for group reservations the policy is subject to each group’s accommodation contract.

You can order special items including cakes and champagne for birthdays or anniversaries. Please reserve your cake prior to your stay via our reservations team.

Check-in is from 15:00 and check-out is 11:00. However, it may differ depending on the accommodation package you have booked. Please refer to your reservation confirmation for more information.

If you wish to book a late check-out (extend your check-out time), additional charges will apply. Subject to availability. Please request at the time of booking.

Early check-in is subject to availability upon arrival and cannot be guaranteed. To guarantee your early check-in, it is necessary to pre-book from the previous night. Please note that it is also possible to store your luggage if you arrive early.

We will store luggage before check-in and after check-out.
All guests can access complimentary high-speed Wi-Fi during every stay.

Unfortunately, we do not accept ANA Value Vouchers.  The only benefit available at our hotel is the selectable member exclusive benefits “Diamond Service”.

Within Kimpton Shinjuku Hotel’s restaurants and bars, 15% of the fee is charged as a service charge.
Although not mandatory, we recommend that you make a reservation in advance, as seats are limited.

Gourmet Points or Gourmet Miles will be collected when using the in-house restaurant & bar. Present your IHG® One Rewards Card if you wish to earn Gourmet Points, or present your ANA Mileage Club Card if you wish to earn Gourmet Miles.

If you show your card, you will earn 1 point for every 100 JPY (including consumption tax) from April 1, 2022 and beyond. (Excluding Room service) In addition, please note in advance that we can not accept follow-up applications if you do not present your card at the time of payment.

When paying by ANA card at the hotel restaurant / bar or presenting ANA Mileage Club Card, you will earn 1 mile for every 100 JPY (consumption tax included). In addition, please note in advance that we can not accept follow-up applications if you do not present your card at the time of payment.

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Best Rates + Special Perks

By booking direct on our website and becoming an IHG® Rewards Club member, you’ll enjoy what you can’t get elsewhere.

  • Guaranteed best rates when you book on our website
  • Access to more flexible cancellation policies
  • Complimentary WiFi for members
  • $30 spa credit for members
  • Exclusive rewards member rates
  • Custom stay preferences
  • Earn credit towards reward nights
  • Access to discounts on room upgrades
  • Access to early check-in and late checkout

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