Are baby cribs available in the hotel?

We have baby cribs available on a first come, first served basis. Please contact our Room Reservations (ext 8051) or Front Desk (ext 8090) for further assistance. It’s free of charge. *Not available in Japanese Suite and Asakusa Suite.*

Are there any disabled accessible rooms in our hotel?

Very regrettably, our hotel at this time does not have any disabled accessible rooms in our hotel. However, we have some ADA items which might assist your stay. Please feel free to contact our Room Reservations (ext 8051) or Front Desk (ext 8090) prior to your arrival.

Could I request to have an additional bed in the room?

Yes. We do have rollaway beds available on a first come, first serve basis. It costs an additional $9.00 per a night. However, it’s ONLY available in King Suite and Twin Suite hotel rooms. Please contact Room Reservations (ext 8051) or Front Desk (ext 8090) for further assistance.

Do I need to bring any electronic adaptor?

Our hotel is equipped with (3-Prong) 100v / 50 hertz outlets in our rooms and throughout the entire hotel. So this means that you will NOT need to bring an adapter to use your U.S. electronic devices in our hotel.

I am allergic to feather. What kind of fillings does your hotel pillow have?

Our pillows and duvets have polyester non-allergenic fillings. Down lite alternative pillows are a synthetic alternative to goose or down and are hypoallergenic. This product provides our guests with a great night sleep.

Is there a microwave in the hotel room?

Microwaves are located on each floor behind the guest elevator. Discover More

Is there a refrigerator in the hotel room?

Yes. There is a refrigerator in each room.

Is there a washlet (bidet) in the hotel room?

No. However, you may find it available in public ladies restrooms throughout Japan.

Is there any supporting items in the room to make my stay comfortable?

We have shower stools, slope for bath room entrance, and a step for the bed. It is free of charge and on a first come, first serve basis due to the limited number of items available. Please feel free to contact our Room Reservations (ext 8051) office or Front Desk (ext 8090) for further assistance.

Is water in the room safe to drink?

Yes. Also, mineral water is available at our food outlets.

What is DND policy?

There is a “Do Not Disturb” / “Privacy Please” sign you could hang onto the door at your convenience. However, from time to time, we would still need to visually inspect all occupied guests rooms for the safety and well-being of our guests.

What is the smoking policy at the hotel? Is there any place where I can smoke?

The whole building is non-smoking. There is designated smoking area with ashtray by main entrance.  Please contact our hotel staff for the further assistance.

The New Sanno will be completely non-smoking in 2022.

Would I be able to open the hotel room windows?

No. For safety reasons, the windows were not designed to open.


What paperwork do I need for an Assistance Dog to access the facility?

All service dogs in Japan must have a certificate and tag issued by the Animal Quarantine Service of Japan to be legally certified as an accepted assistance dog.


Is there any ATM?

Yes. It’s located on the 2nd floor by Japanese restaurant – Kikuya. It dispenses both of US dollar and Japanese Yen. Discover More

Is there any changing room in public area?

Very regrettably, the New Sanno hotel has no changing room.

Is there any coin laundry?

Yes. It is located at basement next to parking area and open for 24/7. There are coin changing machine and vending machine for detergent.

Please contact our Navy Exchange on the 2nd floor if you should have any questions or issues with the machines.

Is there any diaper changing room in the hotel?

Yes. There are several bath room equipped with diaper changing table.

    Men’s Ladie’s
1F Next to Catering Office No Yes
Banquet room side Yes Yes
2F In front of Service Elevator No Yes
Wheel Chair Accessible Bath Room ( by swimming pool ) Yes
B1 By parking lot No

Is there any nursing room?

Very regrettably, the New Sanno hotel has no nursing room.

Is there any wheel chair accessible bath room in the hotel?

Yes. There is one on 2nd floor towards swimming pool and gym.

What type of Internet Connectivity is available?

Guest Rooms and Public Areas: WiFi is available. No cable access.

Where do I contact about lost and found items?

Our security office takes care of the lost and found items in the hotel. Please contact them at extension 8082 for further assistance.


Does the hotel have wheelchair rental for guests?

Yes. However only limited number of wheel chair available and for inside facility use only. Discover More

From the hotel, can I send luggage to my house?

Yes. Please refer to the following page. It is only for domestic (within Japan) including military base. Discover More

How can I catch a taxi? Is there anyone who can help?

Yes. Please contact our Bellman. They can assist you to catch a taxi. However, please be informed that they catch a taxi on the street and occasionally take time to arrange due to the weather condition.

I would like to send my luggage to the hotel before my arrival. What do we need to do?

We can receive your luggage at the hotel. You are required to give notice to the Front Desk prior to the delivery date. There is a form to fill out and submit. Please refer to the following page for further details. Discover More

Is there any baby stroller available for rent?

No. The New Sanno hotel has no baby stroller for rent.

Is there any cloak room to hold my luggage before check in and after check out?

Yes. Please contact our Bellman or Front desk for your assistance.

Is there any laundry and dry cleaning service available for those who are not staying?

Yes. The New Sanno hotel offers laundry and dry cleaning service for visitors as well as for stay guests. Discover More

Where can I exchange money?

There is no money exchange at the hotel. However, there is an ATM on the 2nd floor Discover More.

Also, The attached pdf is for ATM outside. [ pdf ]


How do I find out the room type?

Please visit the following page. We have general information about each room there. Discover More

How do I find the room availability?

There is a calendar with availability. Please refer to the following page. Discover More

How far in advance can I make room reservation?

Reservations can be booked six months in advance according to room availability.

How long can I stay at your hotel? Is there any limit?

Reservations can only be made up to 14 consecutive days, longer than 14 consecutive days may be extended based on availability and approval by Reservation committee.

How many people can stay in the room?

Please visit the following page. We have number of occupants at Room Description in each room type on at Factsheet.

I am active duty. Is my civilian friend eligible to stay with me at The New Sanno?

Yes. Visitors with valid forms of identification can stay with hotel guest. However, they must be signed in at the front desk at check in or with Security any other time. They will be issued a visitor pass as applicable.

I am an authorized ID card holder, can my guest enter the hotel without me?

No. All guests who wish to gain access to The New Sanno property must be escorted by authorized ID Card holder.

I made a reservation online. Why don’t I have any reservation?

The on line reservation form is ONLY a request. It is not a reservation until you receive a confirmation from the reservation desk.

If I cannot make a reservation at The New Sanno, can you offer any other hotel?

Yes, just ask the Reservations desk or the Front Desk for assistance.

What time can I check-in the hotel room?

Check-in time is after 3:00 p.m. daily. Due to occupancy demand, early arrivals cannot be assured, but will be accommodated whenever possible.

Check-out time is prior to 11:00 a.m.. Approval of a late check-out is based on availability of rooms and cannot be assured prior to check-out date. Arrangements for late check-out must be made in advance with the Front Desk. Late check out between 11:00 – 12:00 will be charged a quarter of the room rate and the full rate for check-outs after 12:00 p.m.. Complimentary luggage storage is available with the Bell Desk.

What type of ID do my guests need to enter the hotel?

  1. Active Duty Military ID card * Reserve Military ID card Retired Military ID card
  2. Active DOD Civilian ID card (CAC) U.S. Embassy Access ID My Number Card with Photo/Individual Number Card, Driver’s License (only Japanese driver’s license) or Passport
  3. Non-Japanese Nationals; Passport, Alien Registration Card (see below) * NOTE: Must be SOFA Sponsored, on Official Orders to Japan, or on Environmental and Morale Leave.
  4. ** Guests whose country of origin is not the US or Japan must be sponsored by a SOFA sponsored ID card holder. In following USFJ INST 31-204 and COMNAVFORJAPAN INST 5500.7, there are pre-requirements to allow access to U.S. Forces installations, including US Naval Joint Services Activity, The New Sanno.

Please prepare well in advance by contacting (315) 229-8082 to confirm if further request forms and I.D.'s are required in advance, as the Country of origin may require further documentation with a firm required 30 day advance receipt. Without such preparation and submission, your guest may be denied access to The New Sanno.

Why are your rooms always booked on the week-end?

Demand for week-end rooms is extremely high as most of our guests work Monday through Friday. With only 149 rooms we fill up very quickly, so if possible try to make your reservations several months in advance. The situation is constantly changing and by calling back there may have been cancellations allowing you to get a room. We also offer a waiting list and packages of a room and dinner in Wellington’s or Kikuya. Since availability is constantly changing we always go to the waiting list first whenever openings arise.


Baseball & Sumo

You could purchase advance tickets through following websites.


Yakult Swallows:

Can we buy train tickets, bullet train tickets, bus tickets at New Sanno?

We are afraid that we do not sell train tickets, bullet train tickets, and bus tickets.

If you stay in Japan more than 7 days and would like to travel in Japan, a Japan Rail Pass (JR Pass) would be worth to purchase in advance.

It can be used by foreign tourists only, and you must purchase the pass before you come to Japan.

For details, please refer to the following link.

Can you reserve Wagon Taxi while we stay in your hotel?

We can arrange the Wagon Taxi however Wagon Taxi is very limited in Japan.

And also we can arrange only departure from New Sanno Hotel to your destination.

You may not be able to make a reservation if it is the same day or last minute, therefore if you would like to order Wagon taxi, please stop by concierge as soon as possible.

*Wagon Taxi accommodates maximum 6 people and a few suits cases.

If you have many luggage , it can not accommodate 6 people.

*Wagon taxi charges extra Pick up fee and Wagon specification fee.

*Taxi company may refuse short distance (ex. Shinagawa station, Hamamatucho station)


You could purchase Tokyo Disneyland & Tokyo Disney Sea tickets at the gates on the same day.

Advance ticket to be sold online and Disney Store.

Disney’s e TICKET

If you have credit cards issued outside Japan, you could use VISA or MasterCard to purchase Disney online ticket. Also, 3D secure authentication is required to purchase online ticket. For more details, please refer to the website as below.

Disney store @ Shibuya (approx. 30 min. from the New Sanno)

Do you provide maps at the hotel?

Yes. Moreover, there are some maps available at the following page. These are a part of the ones we provide at our concierge and Front desk. Discover More

Do you provide transportation to Disney Resort?

We regret to say that we do not provide transportation to Disney Resort.

Please refer to the following page for the direction to Disneyland and Disney Sea from the New Sanno Hotel.


Do you sell tickets for Disney resorts, baseball, Sumo and…

No. However, we are happy to assist you to find the ways to get the tickets.

How do I find information about Airport Limousine Bus? [ schedule, fare and ticket ]

Please follow the link of Airport Limousine Bus corporate site for more details.

Airport Limousine

How do I get to the highlights of Tokyo from the hotel?

We have a list of them with directions. Please get it at concierge.

How do I get to your hotel?

We have directions from each bases and both of Narita and Haneda airport on the following page. Discover More

Where can I purchase bus ticket for Narita Airport Limousine at your hotel?

Please arrange at our concierge open for 07:30-16:30 or Front desk. For more details, please visit the following link. Discover More


Can gift certificates be redeemed for cash?

Gift certificates cannot be redeemed for cash.

Can I return a gift certificate?

Gift certificates are non-refundable.

Do gift certificates have an expiry date?

Gift certificates are valid for one year.

Does The New Sanno have gift certificates?

Yes, gift certificates of $10.00, $20.00, $50.00 and $100.00 can be purchased at the Front Desk and at F&B Reservations.

How do I purchase gift certificates?

Gift certificates of $10.00, $20.00, $50.00 and $100.00 can be purchased at the Front Desk and at F&B Reservations via credit card (VISA, MASTER, AMEX, DISCOVER) & cash.

Gift certificates can be ordered by telephone. Phone: (DSN) 229-7031, 7032, 7036 or 7037

In what denominations are gift certificates sold?

Gift certificates of $10.00, $20.00, $50.00 and $100.00 can be purchased at the Front Desk and at F&B Reservations via credit card (VISA, MASTER, AMEX, DISCOVER) & cash.

Is there any Dress Code in The New Sanno?

All common areas of The New Sanno (not to include guest rooms) are considered public, and all authorized guests are to be compliant with COMNAVFORJAPANINST 1020.3B CIVILIAN CLOTHING REGULATION/ POLICY which outlines that dress and appearance must be non-offensive, neat, clean and appropriate to time, place and function. Moreover, that fishnets, tank tops, undershirts or undergarments worn as outerwear, and men’s sleeveless tops are prohibited. Outer garments bearing obscene, discriminatory or with offensive designs or language are not allowed.

At the Pool, appropriate clothing helps maintain a safe environment. Swimmers must wear regulation swimsuits, no cut off shorts, denim, workout clothes allowed. As a family-friendly hotel, please abide by aforementioned guidelines in accordance with CNFJ Policy 1020.3B to promote an environment enjoyed by all customers.

At the Fitness Center, a proper Dress Code helps prevent injury, protect equipment from damage and again helps us maintain the positive environment sought. Tank tops, sleeveless shirts, and cap sleeves are not permitted. Jeans, skirts, or dresses are not to be worn in the Fitness Center. Please be sure to wear proper athletic shoes that are clean and tied. Open backed shoes, sandals, flip-flops, boots, or bare feet are not allowed.

Appropriate cover-up and footwear is required while going to or coming from the pool for all customers. Workout clothing, sweaty or soiled attire are not to be worn in any of the public areas unless going directly to or from the Fitness Facility (not to be worn in restaurants, lounge, coffee shop, retail shops).

Our fine dining restaurant, Wellington’s, requires appropriate dress code for all customers. Wellington’s does not require a jacket or tie for gentlemen, however, for both men and women, a minimum casual dress code requirements and appropriate attire with proper foot wears are required. Dress and appearance must be non-offensive. Outer garments bearing obscene, discriminatory or with offensive designs or language are not allowed. We do not permit tank tops, sleeveless tops or shirts, undershirts or undergarments, no cut off shorts, workout clothes, swim wear, sandals, torn, or frayed clothing.

Additionally for all Restaurants/Bar and Banquet Functions (including Sunday Brunch): Casual headwear including Baseball (Sports) hats, bandanas, stocking caps, outdoor knit caps are not permitted. Female fashion head cover accessories for outfits, dress hats and scarves, excluding the above “casual headwear” are permitted, as well as medically or religious required covers.

For special events, attire is as specified for the event. Beatles Night, R&B Night, Motown, Filipino Night Dress Code: Resort Casual/Theme Appropriate (No Shorts, Tank Tops, Flip Flops, Cut Offs, Undershirts or undergarments) Compliant with COMNAVFORJAPANINST 1020.3B CIVILIAN CLOTHING REGULATION/ POLICY


Dress Code: Business Attire

Men: Jackets are recommended

Women: Business or Evening Wear (No Shorts, Tee Shirts, Tank Tops or Jeans)


Hawaiian Luau:

Dress Code: Casual/Aloha attire



Taste of Japan:

Friday Reception Dress Code: (No Shorts, Tank Tops, Flip Flops, Cut Offs, Undershirts or undergarments)

Dress Code: Resort Casual


Saturday Dinner Dress Code: (No Shorts, Tee Shirts, Tank Tops, or Jeans)

Dress Code: Business Casual

NYS EVE Dress Code: Theme appropriate (define for each)


as of 18 Oct, 2018


The New Sanno has limited parking available on a first-come, first-served basis. Parking overnight is only permitted for overnight guests. Please note your license plate number is required at check in. There are various parking areas in close proximity to The New Sanno available for a charge. Day parking at The New Sanno while not using The New Sanno facilities is not permitted.

Parking Map (pdf file Mar. 2020)

What can the gift certificate be used for?

Gift certificates can only be used for Lodging, all Restaurants, and The Fairwinds Lounge.

Gift certificates cannot be used at the Navy Exchange, Jewelry Shop, or Hashimoto Gift Shop.