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    FAQ

    COVID-19 FAQ

    Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it. As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact us directly for any assistance pertaining to your reservation. 

    Can I cancel or amend my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations/amendments policies.

    Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within a short notice or less than 24 hours prior to arrival, please contact us directly for immediate assistance.

    Are there any documentation or requirements for me to stay at the property? Are there any groups of people who are restricted from staying?

    Fraser Suites Akasaka Tokyo operates in adherence to local regulations and recommendations. Hence, requirements and restrictions will vary accordingly. For more information, please contact us directly. 

    Do you accept foreign/international guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance with local regulations and recommendations. For reservation enquiries, please contact us at reservations.tokyo@frasershospitality.com

    Has Fraser Suites Akasaka Tokyo been awarded with any hygiene accreditation?

    Across all our properties at Frasers Hospitality, including Fraser Suites Akaksaka Tokyo, have painstakingly and methodically implemented requirements in accordance with the requirements of the WHO and relevant authorities. You can be assured that your safety and well-being is our utmost priority. 

    What are the sanitation routines and policies in place due to COVID-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. We have heightened our preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • Protective acrylic screen guards/shields are installed at the front desk 
    • Rooms undergo ventilation process prior to check-in and check-out

    Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place.

    What happens if another guest is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on the ground to offer the necessary assistance in times of crisis or uncertainties.

    Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Gym, Golf Simulator and The Retreat continue to remain open.  Steam and Sauna, as well as the restaurant, are closed temporarily. In common public areas such as the Lobby and Lounge, minimal gatherings and interactions are encouraged. 

    Safe distancing signage is in place for facilities that remain open which all guests are reminded to adhere to.

    Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services to all our guests, depending on your needs.

    Will breakfast and F&B services be available?

    Our restaurant is closed temporarily, hence breakfast and in-room dining will not be available as well. However, there is a variety of dining options around the property which we will be more than happy to recommend. 

    General FAQ

    Where can i find the best rates?

    Our best Tokyo hotel booking rates are available at Fraser Suites Akasaka’s official website.

    You may also contact our Reservations Department at reservations.tokyo@frasershospitality.com

    Room rates are subject to change at the management’s sole discretion. Our friendly Sales team will be delighted to discuss any special request or functions in detail.

    What are the services and facilities offered?

    Fraser Suites Akasaka offers a full range of facilities and services for guests’ comfort and enjoyment. For a comprehensive list of our facilities, please click here.

    Are there fitness facilities provided?

    A 24-hours fully-equipped Gymnasium, Steam and Sauna is located on the 2rd floor.

    Is internet access provided?

    Complimentary high-speed internet access is available throughout the property.

    What is the check in time?

    The check in time is at 3pm.

    What is the check out time?

    The check out time is at 11am.

    What time is breakfast served?

    Breakfast is served from 7am to 10.30am on weekdays and 7am to 11am on weekends.

    What are the available dining options?

    Our dining restaurant, which operates from 7am to 10pm offers a curated menu of Italian and Japanese dishes to whet your appetite. 

    In-room dining service is also available for guests to dine in the comfort of their room.

    Are laundry services available?

    Laundry services is available and charges apply.

    What are the type of beds provided?

    Our rooms offer either a Super King Bed (200cm x 200cm) and Twin Beds (200cm x 110cm) for your comfort.

    Are baby cots and extra beds available?

    Complimentary baby cots are available upon request. Additional rollaway beds are available at an additional charge of ¥7,000.

    Are newspapers provided?

    Local and International newspapers are provided at public areas and upon request.

    Are the residences handicap-friendly?

    Fraser Suites Akasaka Tokyo is wheelchair-accessible and there is an option of a Handicap Studio room. Kindly contact our Reservations team for more information.

    Is parking available and what are the costs?

    Parking is available at a fixed charge of ¥3,000.

    Is airport shuttle service provided?

    Private limousine or taxi services are available upon advance request. Kindly check with our Concierge for more information.

    Airport Limousine bus is also available from both Haneda and Narita International Airport. The bus stops at nearby ANA Intercontinental Hotel and New Otani Hotel, Akasaka Excel Tokyu Hotel at an approximate fee of J ¥1,130/pax and  ¥3,100/pax respectively.

    What is the reception opening hours?

    24-hours reception, concierge and security services are available on site.

    Is it possible to store my luggage at the hotel before check in?

    Yes, kindly check with our Concierge for storage of luggage (terms and conditions apply).

    How do i get to the hotel?

    You may get to the hotel via the nearest Metro stations: 

    Akasaka Metro Station (7-minute walking distance)

    Akasakamitsuke Metro Station (10-minute walking distance)

    Are there any recommended attractions in Akasaka / Tokyo?

    Please visit our attractions page for a list of recommendations. Feel free to drop by our concierge desk for more recommendations on what to do in Tokyo.

    Where is the closest bank, ATM and exchange office located?

    Foreign currency exchange services on selected currencies are available at the Front Desk.

    Mitsubishi UFJ Bank Akasaka Branch is 10 minutes away by foot.

    What is the cancellation policy?

    Various cancellation policies vary for each Tokyo hotel booking promotion. Should you require any further information, feel free to contact our Reservations team.

    What is the maximum no. of guests allowed per room type?

    Our serviced residence is available for single occupancy or more. The number of residents depends strictly on the category of the room selected:

    Deluxe / Studio Premier: 2 guests
    One Bedroom Deluxe: 2 guests; Maximum 3 guests

    Additional occupant will be charged at  ¥7,000 per night. The number of guests refers to maximum number of persons permitted in respective room types, regardless of age.

    Are pets allowed?

    Pets are not allowed with the exception of guide dogs.