EMERGENCY
If something goes wrong
If something goes wrong during your stay, here is what to do — for both true emergencies and smaller troubles.
Life-threatening emergencies — call 119 / 110 first
- Fire: 119 — Call 119 immediately. After you are safe, please also contact us.
- Medical / serious injury: 119 — Call 119 for an ambulance. Operators can route you to English support.
- Crime / police: 110 — Call 110. State your location: Takadanobaba 3-12-24, Shinjuku-ku.
If an earthquake happens
- Take shelter under sturdy furniture or in a doorway until the shaking stops.
- Turn off the stove / kitchen heat if it is in use.
- Stay inside unless damage is visible. Wait for shaking to fully stop before opening doors and windows.
- Follow public broadcasts (NHK World on TV, J-ALERT smartphone alerts).
Locked out / smart lock trouble
If the smart lock at your door does not respond, first re-enter the 4-digit code from your check-in message slowly. If it still does not unlock, contact us — we will arrange remote unlocking or, in the worst case, send a staff member.
Facility trouble (water leak, no hot water, AC, etc.)
Send a message through your booking platform (AirHost / Airbnb / Booking.com chat) with a photo if possible. We monitor messages and will respond as quickly as we can.
Feeling unwell
- Tokyo Medical Information Service: 03-5285-8181 (English available).
- If it is urgent, call 119 — translators can assist non-Japanese speakers.
- Pharmacies near the hotel close around 21:00; ask us via chat if you need help finding an open one.
24-hour support contact
For situations not covered above, you may call our 24h support number below. Please include your booking ID when you call.