FAQ

Guest Rooms

I have a nursing infant who is still on baby formula. Is there a way for me to heat water in my room?

All guest rooms are equipped with an electric kettle.

Are all rooms non-smoking?

All MIMARU rooms are non-smoking.
Please consider using the designated smoking areas if you would like to smoke.
We kindly ask for your cooperation so families with small children staying at MIMARU can have a safe trip.

Is it possible to connect 2 guest rooms?

Some MIMARU locations offer the “Connecting Room” type, which features two standard rooms connected by an internal door.

Are barrier-free rooms available?

Along with fully accessible rooms at select locations, each MIMARU property offers recommended wheelchair-friendly room types, along with universal design access information. Please refer to the page below to find out more details and how to issue special requests:
https://mimaruhotels.com/en/experience/accessible-tourism/

I have reserved two rooms. Is it possible to have them next to each other?

Please let us know about room requests in the “Requests” section when making your reservation, and we will do our utmost to accommodate your wishes.
However, please note that we may not be able to accommodate your request depending on the room availability during your stay.

How are children counted towards room capacity?

Up to 2 children who are of the age of 6 or under at the time of check-in will not be counted towards adult capacity and can share a bed with an adult.
If you have any additional questions, please contact the location you are planning to stay at directly.
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the Google Map.

What rental items are available?

【Kitchen】Rice cookers・Toasters・Additional tableware, etc.
【Bedding】Pajamas・Blankets・Non-feather pillows・Non-feather duvets, etc.
【Others】Irons・Ironing boards・Extension cords・Adapter plugs・Vacuum cleaners・Umbrellas・Nail clippers・Thermometers・Mobile phone charging cables・HDMI cables・Luggage scales, etc.
 
Available rental items vary by location.
For more details please contact the location directly.
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the google map.

Are rental items for Muslim guests available?

MIMARU offers the following services at all locations:

  • Rental of halal cooking utensils (knives, cutting boards, and some tableware)
  • Rental of prayer mats and Qibla compasses

Are rental items for healthcare and welfare available?

We provide items such as shower chairs, bath safety rails, portable safety rails, bath mats, and bed guards for children. For more details, please refer to the following link:
https://mimaruhotels.com/en/experience/accessible-tourism/

What type of room cleaning services do you provide?

Bath towels, face towels, and bath mats will be changed daily.
During your stay, cleaning will be done once every two days (the first cleaning will take place on the third night), and will include cleaning of the bathroom and kitchen areas, vacuuming, and bed making. If you would like additional cleaning (for a fee), please notify the front desk staff in advance.

Services

Do you offer luggage delivery services?

Luggage transfer is possible and will be handled by the Japanese postal service, a third party delivery service, or KURO-GO. The price will depend on the size and amount of luggage.
Please talk to the front staff about sending out your luggage when you check-in, or at least one day before your check-out date.

Is foreign currency exchange available?

Some locations offer foreign currency exchange machines.
For more information, please contact the MIMARU you plan to stay at.
 
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the google map.

Can I store my luggage before check-in and/or after check-out?

We will store your luggage free of charge between 7:00 and 22:00 on your check-in and check-out days.
Please let the front staff know if you would like to store your luggage.
 
Please note that, due to our limited storage space, there is an additional charge of 500 yen per piece of luggage per day for storing luggage outside of the above hours and days.
We cannot store valuables, fragile items, or food.
 
Depending on the space available at the time of your request, we may not be able to accommodate your wish for luggage storage, so please contact each location directly for the details.
You can find each hotel’s email address on their respective pages at the bottom under “Directions” next to the Google Map.

What internet services do you provide?

Every room comes equipped with free Wi-Fi.

  • Wi-Fi login details are available at check-in.

Do you provide luggage shipping services?

It is possible to send your luggage and belongings to the location in advance.
Please make sure of the following when sending:
 
・Use your MIMARU reservation name for sending. This is required so we know the delivery belongs to you.
・We recommend setting a designated delivery date and arranging the arrival date to be after your check-in date. If your luggage arrives before this date, additional storage fees may apply.
 
Additionally, please note that we cannot store valuables, fragile items, or food.
 
Please contact each hotel for more information.
You can find each hotel’s email address on their respective pages at the bottom under “Directions” next to the Google Map.

Do you offer baby crib rental services?

For child safety reasons, we only provide free baby crib services for infants ages 2 below. If you wish to reserve a crib, please make a note on your reservation in the comments section when booking. Please understand in advance that we have a limited number of cribs at each facility.

Do you offer baby cribs and bed guards?

Baby cribs and bed guards are available to rent free of charge.
As availability is limited, please contact the MIMARU you plan to stay at in advance if you require them. Please note that, for safety reasons, there are age restrictions on these rental items.
 
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the google map.

Do you provide newspaper delivery services?

No, we do not provide this service.

Is there a humidifier available in each room?

There is a two-in-one air purifying humidifier in each guest room.

Does MIMARU provide amenities?

Each MIMARU location provides shampoo, conditioner, body soap, face and hand soap, dishwashing detergent, kitchen paper, dish sponges, deodorant spray, tissue paper, coffee, and tea bags.

  • To help protect the environment, we request that you bring your own amenities such as own toothbrushes and slippers. Please inquire at the front desk if these items are needed.

Is there a gym?

A gym is available only at MIMARU Kyoto Kawaramachi Gojo and MIMARU Osaka Namba Station.
For more details, please refer to each hotel’s official webpage.

Do you offer coin laundries?

Coin laundries are available 24/7 at almost all of our locations except the ones that feature a washing machine/dryer in all rooms.
In-room washing machines are available at the following locations and room types:
 
Osaka:
MIMARU Osaka Namba Station → Two-Bedroom Japanese Apartment, Two-Bedroom Family Suites, Werewolf and Murder Mystery Room
MIMARU Osaka Shinsaibashi North → Tono-Room, Deluxe Two-Bedroom Family Apartment
 
Kyoto:
MIMARU SUITES Kyoto Shijo → All Rooms
MIMARU SUITES Kyoto Central → All Rooms
MIMARU Kyoto Shinmachi Sanjo → All Rooms
MIMARU Kyoto Nijo Castle → All Rooms
 
Tokyo:
MIMARU Tokyo Station East → Any Room with “Suite” in the Name
MIMARU Tokyo Ikebukuro → Any Room with “Suite” in the Name
MIMARU SUITES Tokyo Asakusa → All Rooms
MIMARU SUITES Tokyo Nihonbashi → All Rooms

Dining Services

Do you provide breakfast services?

Unfortunately, MIMARU does not provide breakfast service.
However, please don’t hesitate to ask the staff for recommendations in the location’s vicinity.

Does each hotel have a restaurant?

Unfortunately, MIMARU does feature restaurants.
However, please don’t hesitate to ask the staff for recommendations in the location’s vicinity.

Do you provide room service?

No, we do not provide room service. Please inquire at the hotel reception for dining recommendations in the vicinity of the hotel. Guests are permitted to use food delivery and take-out services at our hotels.

Access

Are there parking lots at your facilities?

MIMARU does not offer dedicated parking lots. If you plan on arriving by car, please inquire at the front desk so our staff can direct you to a nearby parking space. For more parking information, check the “Nearby parking” information at the bottom of each location’s website.
*Guests will have to provide their own parking fees.

What kinds of transportation options are available from the airport to the hotel?

Please refer to the access map under “Directions” at the bottom of each location’s website on how to reach the location from nearby stations and for other information.

Do you provide shuttle bus services from the airport to your hotels?

Unfortunately, we do not provide shuttle bus services.

Accommodation Policies

Can I check in early?

If you room is ready, you can check in earlier than 15:00.However, this depends on the room availability on your check-in day, and we are not able to promise an early check-in.

Can I check out late?

Check-outs after 11:00 will incur a fee of 5,000 Yen.

Please note that depending on room availability, we may not be able to grant your late check-out request.

Can I check in late?

Check-in after 22:00 is possible, but please let the location know beforehand that you will be checking in late.

You can find each hotel’s email address on their respective pages at the bottom under “Directions” next to the google map.

Are minors allowed to book and stay at MIMARU hotels without being accompanied by an adult?

For minors wishing to stay at MIMARU, we require your parent(s) or guardian(s) to fill out and sign our Consent Form for Underage Accommodation using a touchscreen device.
The personal information you provide will be limited to the sole purpose of receiving the consent of your parent(s) and/or guardian(s).
 
  • The above form will require the use of a touchscreen device. If you do not own a device with touchscreen capabilities, please click here to download and print our consent form, then have it signed by a parent or guardian.

What time is check-in/check out?

・Check-in time: From 3:00PM
・Check-out time: Until 11:00AM
 
Please note that check-outs outside of the above times will incur a fee. We may not be able to accommodate your request depending on room availability.

Can my travel companion check in before me?

Yes, this is possible. Please provide the front desk with the name on the reservation when checking in. Please note that we will be required to confirm the identity of anyone checking in afterwards.

Area information

How do you get from the station to your hotel?

Please refer to the access map under “Directions” at the bottom of each location’s website.

Are there any convenience stores or supermarkets nearby?

All MIMARU locations feature convenient access to nearby major train stations, convenience stores, and supermarkets. Our staff is always happy to give information on the surrounding area, so please don’t hesitate to ask.

Changes・Cancellation・ Payment Methods

Can I pay upon arrival?

When booking through our official website, you can choose to pay online or upon arrival. Regardless of your payment method, you will need to enter your credit card details for identification purposes when booking.

How can I get a receipt?

Receipts can be issued for reservations made through our official website. If you made your reservation through a different website, please inquire how to issue a receipt on that website instead.

If I change the number of people staying, will my reservation price change as well?

If the new number of guests is still within room capacity, there will be no change in reservation price.
Please contact your reserved MIMARU if you would like to change the number of people staying in your room.
 
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the google map.

Can I change my check-in date?

You can change reservations that were made through our official website yourself.
However, please note that, depending on room availablity, you may not be able to change to your desired dates.
Additionally, please keep in mind that a price change may occur as each location’s room rates change daily.
 
If you have any questions, please feel free to contact the location you have booked directly.
You can find each location’s email address on their respective pages at the bottom under “Directions” next to the google map.

What is your cancellation policy?

Once you have decided on your plan make a reservation with the “Book” button.
Press “Cancellation Policy” in red text just below the price details on the next screen to display the cancellation policy for this room plan.
 
For more details, please refer to the penalty charges in the “Accommodation Terms and Conditions”.

Best rate

Best Rate Guarantee

“Best rate” refers to the lowest price at the time of booking when comparing our official website’s offer with other online booking sites under the same reservation conditions.

  • These conditions do not apply to prices in offers in which the hotel is not directly involved, such as auctions, offers by travel businesses/travel agents, and private offers.
  • Rooms with the same capacity but different rates, etc., are treated as different room types.
  • If you find a cheaper rate on another website after completing your reservation on our official website, please send a screen capture showing the applicable price, including tax, to the location within 24 hours (after making your reservation).

What are the conditions for the best rate guarantee?

We guarantee the best room rate when the below conditions apply:
Same location
Same accommodation plan
Same reservation dates
Same number of individuals on the reservation
Same room type
Same services, sales conditions, and cancellation policy
 
These conditions apply at the time of booking when comparing the prices on our official webpage to other online booking agents under the exact same booking criteria.
  • Conditions are not applicable in the case of sales transitions not directly made with the hotel, such as auctions, travel agencies/travel agents, individual sales, etc.
  • In the case that the accommodation fee differs for two bookings with the same room capacity, the two bookings are treated as differing room types.
  • If you encounter a cheaper price on another webpage, upon completing your booking on our official webpage, please email the location within 24 hours of booking. Be sure to include a screenshot which lists the accommodation fee (tax included).

Membership/Points Program

Please tell me how to register as a member.

Click either the Login/Sign Up button on the Members Rate of the search results screen or the Login button located at the top right of the search results screen followed by the Sign Up button on the following screen. Then, put in your name, email address, and a password.

What are the membership benefits?

【Benefit 1】10% off the Best Rate Plan
【Benefit 2】Earn 1,000 points for each night you stay

I don’t have an email address. Can I still become a member?

An email address is necessary to sign up for the membership program.

I want to update the information I registered with.

You can change your registered information from the My Account (Membership Page).

I want to change my email address.

You can change your registered information from the My Account (Membership Page).

I forgot my password.

Forgotten passwords can be reset from the “Forgotten Password” link on the login screen

Is it possible to update registered information over the phone?

Changes to your registered information cannot be made via phone call. Please make any changes from the My Account (Membership Page) screen.

Do you have membership terms and conditions?

Check here for the Terms of Membership

My account has been locked. What should I do?

If a password is entered incorrectly 6 times, the account will be temporarily locked for 1 hour. Once the account has been unlocked, please reset your password via the 「Forgotten Password」link on the login screen.

How can I proceed with the cancellation of my membership?

If you would like to cancel your membership, please follow the instructions below:
1．Log in to your account.
2．Click on the “My Account” tab.
3．Click on the “Cancel Membership” button at the bottom of the page.

Are reservations made on other third-party internet booking sites eligible for the membership program?

This membership program does not apply to reservations made through other reservation websites. Please register as a member and make your reservation through MIMARU’s official website.

When do I receive points?

Points will be added to your account 3 days after you check out. They will expire 2 years after your check-out date. Expired points will be automatically deducted.

Where can I check my points balance?

For details about your accumulated points, please check the My Account (Membership Page).

Please explain how to use points.

To use points, log in to your member account. Once you have decided on an accommodation plan or room and click “Book,” you will be taken to the guest details screen. If you have points available to use, there will be a line here to enter the number of points you wish to use.

Can I use points after making a reservation?

Points cannot be applied after making a reservation. If you would like to use your points, please cancel your reservation and remake it with points applied.

Is it possible to transfer points to others?

Points cannot be transferred.

What happens if I cancel a reservation made using points?

In the event a reservation with points applied is canceled, the points will not be deducted and will be readded to the available total. However, if the points are past their expiration date when the reservation is canceled, they will not be readded.

Is it possible to combine discounts?

Promo codes can still be applied after using the membership discount and/or points.