GENERAL QUESTIONS

How can I be sure that I can receive the highest quality service?

We consult experts in each respective field for all of our services so that we can confidently offer you an unparalleled experience. Many of our content contributors refrain from revealing some of the more important aspects of experiences they offer on our website, so please contact us to ask for additional details. 

Also, please refer to our testimonials to hear what many of our previous and returning clients had to say.

I don’t want to reserve just yet, I simply want to make an inquiry, how can I contact you?

Please become a member to contact us regarding inquiries, consultations and/or reservations.
It’s free of charge and takes less than a minute.

Where can i find the price list?

By becoming a member, you can view some of the prices for the experiences that we offer.
Prices are subject to vary since each experience is dependent on a several factors including how busy the establishment is, the number of people in your party, and sometimes even the cost of the materials depending on the season.

Will there be a translator or guide during the experience

Yes, all our experiences will be facilitated by fully trained, bi-cultural and bi-lingual guides (English, Chinese, French, German, Spanish)

I would like to join another grouP. Why are your experiences only private?

All of our experiences are conducted for private groups and individuals, which allows our guests to freely interact with the artisanal master in an uninterrupted and intimate setting. Our ultimate goal is to provide our guests with a once-in-a-lifetime opportunity to connect with Japan’s living cultural legacies. In order to maintain this level of intimacy as well as the tailor-made quality of our experiences, we refrain from combining separate parties.

Are the tours and experiences regularLY occurring? How often are they offered?

Our culture partners only open up their workspace when there is a request from our guests. Thus, experiences are not regularly occurring, and are specifically tailored for private groups and individuals, allowing guests to freely interact with the artisan in an uninterrupted and intimate setting.


BOOKING PROCESS

What is the booking process like?

  1. Sign up to become a member (free)

  2. Choose all experiences you are interested in, and submit a reservation form. Our staff will contact you with more details regarding your selected experiences.

  3. Decide which experience(s) you want to reserve, and submit your payment information to request an availability check.

  4. To ensure a smooth booking process, we ask guests to provide multiple preferred Date/Times for the experience.
    If our culture partner is available on one of your preferred days, the booking is complete!
    We will remain in contact with you as we update you on your experience.

Why must I submit multiple date preferences?

Our culture partners are active, highly respected individuals in their industry, and their schedules are not set. In the event that the artisan is not available during your first preference date, we ask that you provide multiple dates/times for the experience. The more dates/times you provide, the higher possibility for a match!

When will I find out if the artisan is available and if the booking is confirmed?

The availability check and booking process typically takes 1-7 business days from the time of request.
Bookings for experiences made more than 3 months in advance may require a longer availability check process, as the culture partner for the requested experiences may need more time to confirm their schedule.

How do I make changes to my request?

Once we receive your reservation form, we will send you an email with more information on the requested experience, as well as the next steps to complete the reservation. Please inform us for changes to an existing request (date/time, number or participants, pickup/drop off locations).

What is your cancellation policy? 

Please refer to this page to view our cancellation policy.

How can I cancel my reservation?

Please refer to this page for more information on cancelling reservations.


DESIGNING YOUR EXPERIENCE

I am interested in a specific activity which is not on your activity list. Is it possible to arrange it?

Even if the activity you are interested in is not in our activity list, we do our best to arrange it. Please do not hesitate to consult with us!

What kind of customization can you provide?

We construct our plans around each of our guests' needs, goals, and schedule. Consultations are available for members, so that we can design the experience that best suits you. We also allow add-ons for each plan to enhance your experiences. We strive to our utmost ability to make your wishes come true.

Do you also provide services for Japanese-only groups?

This is certainly possible. We have had many Japanese customers rediscover the charm of their own culture.

Is it possible for a large group to participate?

The plans that we offer are primarily for individuals or small groups, but we can work with your group to schedule a half or full day tour, so please do not hesitate to contact us with your request.

Is it still possible for us to participate with our children?

This is dependent on the type of activity involved in your plan, so please contact us for more information. We will do our best to arrange a plan that will be most appropriate based on your child's age. However, many destinations will contain priceless cultural artifacts or other fragile items, and we hope you will understand if it is not possible to fulfill your request. Please note that child prices are the same as an adult price.

WHEN AND WHERE DO WE MEET OUr GUIDE?

We will arrange for you to meet up with the guide from your hotel or at a point near your chosen experience and guide you to your

I have a dietary restriction but can I join the experience

Yes, we ask you in advance of the tour so that we can prepare for your dietary restriction accordingly.

Can I wear a kimono during the experience?

Yes, we can help you arrange an additional kimono experience with optional make-up and hairstyling. The staff will come to your place of accommodation to help you prepare. For more details and pricing, please visit our Members Page

Can I have a photographer join during the experiences?

Of course! We can arrange for a professional photographer to capture the precious moments during your experience. For more details and pricing, please visit our Members Page.


TRAVEL

CAN TOKI help with the rest of my travel?

We can assist with everything from hotel recommendations and bookings, cafe/restaurant bookings, transportation arrangement, and more to ensure the highest quality experience for your stay in Japan.

We can design a fully or partially customized travel for an additional fee.

Can TOKI help with restaurant recommendations and bookings?

Yes, we are able to secure reservations for some of the most-sought restaurants in our network that are nearly impossible to book, for an additional fee. Simply let us know when we organize your travel for you.


EXPERIENCES

Can we ask questions to the artisans during the tour/experience?

Yes! We highly encourage you to take advantage of this rare opportunity to talk one-on-one with the artisans that even most residents in Japan cannot meet.

What will happen to the Tsukiji Fish Market Tour?

According to the latest updates, the Tsukiji Fish Market is planning to move in mid-October 2018. Once the new Toyosu market is ready, the sushi chef and TOKI will go for a thorough investigation to decide which tour would be in the best interest of our guests (Toyosu Market or Tsukiji Outer Market). Until this decision is made, we will continue to conduct our Tsukiji Outer Market Tour.