Frequently Asked Questions

How can I be sure that I 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.

Are all of your experiences exclusively private?

Yes. All of our experiences are private and made exclusively for you, including personal preferences (dietary restrictions, etc.) so that every single experience becomes an unforgettable memory for you.

How do you create your experiences?

We take a personalized approach to designing our experiences. Each journey is carefully crafted through a multi-step process to ensure it’s unique and meaningful for our guests. To learn more about our experience creation process, please refer to the detailed overview here

How do you ensure the highest quality in your travel experiences?

At TOKI, we curate the highest level of quality across all our travel experiences. Our team continuously updates information on the latest cultural content, hotels, restaurants, etc, ensuring consistent quality evaluation. We also incorporate insights from top experts in various fields to ensure that every aspect of your journey exceeds expectations.

What languages do you offer for your experiences and tours?

We provide services in English, Japanese, and Chinese regularly, but can provide services in French and Spanish for certain requests. For other languages, we may ask you to add on a translator. Please feel free to inquire about your specific language needs, and we'll do our best to accommodate you.

Who will be our guides and experience facilitators?

We select and train all our guides and experience facilitators with the utmost care, ensuring they have specialized knowledge in the area they are guiding. For example, in the case of our tea ceremony experience, not only are the experience providers experts in the ceremony, but our guides are also highly trained to provide in-depth insights and facilitate a truly enriching experience. Each guide is chosen based on their expertise and dedication to sharing authentic cultural knowledge.

Do you offer themed or special-interest trips?

Yes. We specialize in experiences around themes such as traditional craftsmanship, culinary immersion, architecture, wellness, and seasonal festivals. We can also create family-friendly trips or romantic escapes.

How do I begin planning a trip with TOKI?

You can start your journey with TOKI by filling out our inquiry form or reaching out to us directly by email (contact@toki.tokyo). One of our travel specialists will get in touch to schedule a personalized consultation and begin crafting your custom itinerary based on your travel goals and interests.

How do I book an experience?

Please sign up to become our member first (free of charge.)

From our member page, choose all experiences you are interested in, and submit a reservation form. Our team will contact you with more details regarding your selected experiences.

To ensure a smooth booking process, we ask guests to provide multiple preferred dates/times for the experience.

If our culture partner is available on one of your preferred days, we can move forward in confirming the booking!

We will remain in contact with you as we update you on your experience.

What does the booking and payment process look like?

Once you’re ready to confirm your trip, we ask for an initial deposit to begin securing your accommodations and experiences. The remaining balance is typically divided into two installments: one due 6 months before your trip and the final payment due 90 days before departure.

Which payment methods does TOKI accept?

We accept all major credit cards (Visa, Mastercard, Amex), as well as PayPal and international bank transfers for your convenience.

How can I cancel my reservation?

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

What is your cancellation policy?

Our cancellation terms will be outlined in your contract and depend on how close your cancellation is to your travel date. We always recommend purchasing travel insurance to cover cancellation-related expenses.

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.

Can I customize every part of my trip?

Absolutely. Every TOKI journey is fully bespoke—from accommodations and private guides to immersive cultural experiences and dining. We curate your itinerary from scratch around your unique interests.

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.

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. If you need to make changes to an existing request at this point (e.g. date/time, number of participants, pick-up/drop-off locations), please let us know.

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.

Is it possible for a large group to participate?

The experiences that we offer are primarily for individuals or smaller groups (~20 people), but we can work with your group to propose and customize experiences so it aligns with your group size. Please do not hesitate to contact us with your request.

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.

How do I get in touch to start planning?

Visit our Contact page to schedule a free consultation or complete our travel inquiry form. We’ll follow up within 48 hours to learn more about your interests and start the planning process.

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.

What happens after I submit an inquiry?

One of our travel designers will review your responses and propose a discovery call. After this initial consultation, we begin crafting your bespoke itinerary.

Can I speak with someone before making a decision?

Absolutely. We offer no-obligation consultations to help you decide if TOKI is the right fit for your travel vision.

Do you handle all the travel logistics?

Yes. We take care of everything from airport transfers and domestic transportation to restaurant reservations and experience scheduling. Your itinerary is managed down to the minute.

Will someone be available if issues arise during my trip?

The curator who designed your journey will check in with you regularly during your stay in Japan. If you would like 24/7 concierge service, we offer it as an additional service—please feel free to inquire.

What types of experiences can I expect?

Expect everything from tea ceremonies with master practitioners and private dinners with renowned chefs to behind-the-scenes visits with artisans and access to exclusive cultural spaces.

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 will do our best to arrange it. Please do not hesitate to consult with us!

Can you arrange private guides and translators?

Yes. TOKI works with some of the most knowledgeable and charismatic guides in Japan, including subject-matter experts and interpreters for smooth communication.

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.

WHERE DO WE MEET OUR GUIDE?

We will arrange for you to meet up with the guide at your hotel or on-site.

Do you include unique accommodations?

We collaborate with luxury ryokan, boutique hotels, modern design residences, and private villas that align with your aesthetic preferences and comfort expectations.

How does TOKI ensure authenticity in its experiences?

We partner directly with local artisans, chefs, and cultural institutions to craft experiences rooted in heritage and mutual respect. Each experience is vetted for integrity and quality.

We also have a strict recruiting policy for our team. We conduct background checks and receive reference letters for all employees to ensure the quality of our services.

Is TOKI environmentally and socially responsible?

Yes. We prioritize low-impact travel, respect for cultural heritage, and support for regional economies. Many of our experiences involve direct support to local communities.

How does TOKI reduce its environmental impact?

We prioritize eco-conscious travel options, including the use of sustainable accommodations, support for carbon offsetting, and minimization of single-use plastics during experiences.

Do your experiences support local communities?

Yes. We design our trips in collaboration with local craftspeople, family-owned businesses, and community organizations, ensuring that your visit benefits those you encounter.

Do I need to speak Japanese to travel with TOKI?

Not at all. We ensure all your guides, drivers, and hosts are either English-speaking or accompanied by a translator, so you’ll never feel lost or disconnected.

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. They are specifically tailored for private groups and individuals, allowing guests to freely interact with the artisan in an uninterrupted and intimate setting.

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.

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.

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.

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.

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.

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

When is the best time to travel to Japan?

Japan offers beauty year-round. Spring (cherry blossoms) and autumn (foliage) are most popular, but winter illuminations and summer festivals also offer spectacular experiences. We help time your trip based on your desired ambiance.

Is travel insurance required?

Yes, comprehensive travel insurance is required. We recommend choosing a policy that covers cancellations, medical emergencies, and unexpected disruptions.