This document contains frequently asked questions (FAQs) about One Harmony Membership Program.

Application

What is One Harmony?

One Harmony is a membership program that offers benefits at hotels belonging to Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City, as well as at Hotel Okura Group restaurants. (Certain exceptions apply.)

How can I join One Harmony?

It’s easy to join One Harmony. You can join by applying at any of the member hotels of Okura Hotels & Resorts, Nikko Hotels International and Hotel JAL City, as well as Hotel Okura Group restaurants. Alternatively, you can apply on-line by accessing the Join Us Now page on our website.

Is there a membership fee to join or an annual fee?

One Harmony is a complimentary program. There are no membership fees or annual fees.

Is there any age restriction?

If you wish to submit a membership application for someone who is under 18 years of age, please consult with the concerned hotel or the One Harmony Office. Those under 18 can become a member with the permission of the parent or the legal guardian.

Do you have a paper application form that I can fill out by hand?

You can apply over the telephone by calling the One Harmony Office.

One Harmony Office

Do I need to have an email address in order to become a member?

From time to time, the One Harmony Office will send out important information regarding the membership program to members by email. Thus, an email address is a requirement for membership. However, in case you do not have access to email, please consult with the One Harmony Office.

One Harmony Office

Is it possible to register my mobile telephone email address as my email address?

Yes, you may register your mobile telephone email address. However, please note that in some cases the emails we send to you may not be displayed properly on your device. We recommend that you register an email address that you can access on your computer or mobile device such as a smartphone or a tablet.

When I tried to apply, I got the following error message: “This email address has already been registered by another member. Please register a different email address.” Is it not possible to have a common email address?

Each member is registered under his/her unique email address. We regret that we are not able to accept an application for registration of more than 1 person for a particular email address. We would appreciate your cooperation to please register a different email address.

Also, it could be the case that you might have already applied for membership. Please contact the One Harmony Office.

What is “Full Registration?”

In case you have joined the One Harmony program at a hotel by only registering your name and email address, etc. (“Simple Registration”), your registration is considered to be “Full Registration” after you have registered your address and other required information. Members registered under “Simple Registration” are required to complete “Full Registration” if they wish to redeem earned points or be invited to a higher membership tier.

How can I complete “Full Registration?”

Please follow these steps for “Full Registration:”

1. Please use the temporary password sent to your registered email address to sign in to My Account.

2. Go to “Update Profile” and enter your address, telephone and other information.

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Membership Card

How quickly can I receive a membership card after I join?

When you apply for membership at one of our hotels, you will be given a temporary membership card at the same time. When you apply for membership through one of the hotel websites or the One Harmony website, we will mail the card to you. You will receive your card in approximately 3-4 weeks.

I lost my membership card. Can I get a replacement?

Please contact us through the Contact Form on the website, and we will issue you a replacement membership card.

During the period that your new card is being processed, please sign into My Account on our website, print out a temporary membership card, and use it until your new card reaches you.

You can also simply state your name and membership number, when you use the facilities/services, and you will be able to enjoy the membership benefits.

Does One Harmony issue family membership cards?

The One Harmony membership program does not have family membership cards. Each individual registers as a unique member, and the membership card can only be used by the actual member.

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Membership Status

Please tell me about the different membership levels.

Each year, members are invited to become a Loyal Member or an Exclusive Member based on the total points or eligible room nights earned during the year (January to December).

Loyal Members and Exclusive Members can also earn bonus points and receive other benefits.

For details, please refer to How to Earn Points on our website.

I’ve attained the required criteria to become a higher status. When will I be granted that status?

The new membership status is valid starting from the April following your criteria evaluation, for one year. However, currently, as a special promotion, when you attain the status upgrade criteria, your membership status will be upgraded from the following month. You will receive your upgraded membership card in approximately 3 to 4 weeks after your status has been upgraded.

What is the validity of the Loyal and Exclusive status?

Your status is determined based on the total points or eligible room nights earned each year, between January and December. This status is valid from the following April until the end of March of the year after that.

Your status validity is printed on your membership card.

If the total number of points I earn exceeds the criteria for attaining /maintaining my status, are those points carried over to the following year?

Yes. Any points or eligible room nights you earn during the evaluation period that exceed the minimum criteria will be carried forward to the following evaluation period, and you will start that evaluation period with the excess, carried-over points.

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One Harmony Points

What are One Harmony points?

Points are earned based on the amount spent by the member and can be redeemed for a range of benefits, including hotel stays, room upgrades and hotel original products. Certain conditions apply.

For details, please refer to How to Earn Points

Do I start earning points right away, if I use facilities on the same day that I apply for membership?

On the day you apply for membership, points you earn through using hotel facilities are credited.* For details on how points are credited, please refer to this website page.

* Notes:
1. Points can only be earned for eligible hotel stays or usage.
2. Points will not be credited for usage of facilities/room nights prior to the date of your membership application.

Can I earn points any time I use the facilities of member hotels?

Points are earned for hotel stays reserved through Okura Nikko Hotels Reservation Center or official websites, or directly with a participating hotel. At certain hotels, hotel stays reserved through a travel agency, including on the Internet, may be eligible for points.

Also, you can earn points when you dine at restaurants and utilize other applicable facilities in member hotels. Please note that the number of points earned and how points are credited may differ depending on the hotel or facility. In addition, some products/packages, such as group rates or special contract rates, etc. may not be applicable. For details, please refer to How to Earn Points

Can I earn points at a restaurant even if I charge the bill to my room?

Yes, you can earn points for your restaurant bill that is transferred to your room account (paid upon check-out).

Can I earn points when I settle my bill with an Okura Nikko Hotels Gift Check?

You can earn points for hotel stays and dining at restaurants (eligible reservations only), when you settle your bill with an Okura Nikko Hotels Gift Check. It is also possible to earn points, when you settle your bill with an Okura Nikko Hotels gift certificate that you obtained by redeeming your points.

I would like to pay with a JAL Coupon. Can I still earn points?

You can earn points for hotel stays when you settle your bill with a JAL Coupon. Please note, however, that points cannot be earned in case you settle restaurant charges wholly or partially using a JAL Coupon.

Note: JAL Coupons can be used at Nikko Hotels International and Hotel JAL City hotels, as well as certain Okura Hotels and Resorts hotels. For details on applicable facilities, please refer to the following website. (You will be directed to a Japan Airlines Co., Ltd. website.)

Okura Hotels & Resorts (limited to applicable hotels)
Nikko Hotels International (in Japan)
Nikko Hotels International (outside Japan)

Can I earn points, even if I settle my bill with a JAL Travel Voucher?

You can earn points for hotel stays and restaurant usage.

Note: JAL Travel Vouchers can be used at Nikko Hotels International, Hotel JAL City and Okura Hotels and Resorts hotels (with the exception of certain hotels). For details on applicable facilities, please refer to the following website. (Japanes only. You will be directed to a Japan Airlines Co., Ltd. website.)

Okura Hotels & Resorts (limited to applicable hotels)
Hotel Nikko and Hotel JAL City

How long are One Harmony points valid?

Points are valid from the time earned and expire 25 months after January 1 of the following year, at the end of January.

[Example] Your credited points as of March 1, 2019 will be valid up to January 31, 2022.

You can confirm the validity of your points by signing in to “My Account” on our website.

What kinds of awards can I redeem using the points I’ve earned?

Stay Award: points can be used for hotel stays.
Room Upgrade Award: points can be used to upgrade the guestroom you have reserved to a higher grade room.
Hotel Original Award: Hotels offer many exclusive benefits and services, for example, complimentary breakfast.
Gift award: A variety of gifts can be redeemed, including Okura Nikko Hotels Gift Checks.

Where can I redeem the points I’ve earned?

Stay Awards can be redeemed by calling the Okura Nikko Hotels Reservations Center, or at the hotel you are staying.
Room Upgrade Awards, Breakfast Awards and Hotel Original Awards can be redeemed at the hotel’s Front Desk or restaurant.
Gift Awards can be redeemed by signing in to “My Account” on our website and submitting an application on-line, or by calling the One Harmony Office.

How can I check my point balance?

“My Account” on our website.
Please sign in and go to your “Account Summary” page to view your point balance.

At a Hotel or One Harmony Office.
You can also check your point balance at our hotels or by contacting the One Harmony Office.

I forgot to present my membership card. Can the points and/or stay history be credited afterward?

Based on confirmation of your stay/facility use, your points/stay history can be credited as long as you notify us within 6 months from the date you used the facility.

Please contact the concerned hotel/facility or the One Harmony Office.

Can I use points to settle part of my bill?

It is possible to pay part of your bill with points at hotels that offer “Pay by Points” as one of their Hotel Original Awards.

For details on participating hotels, please visit the Hotel Original Awards page.

Can I transfer my points to my family members or combine points?

Points cannot be transferred to or combined with those of another member.

I stayed in a twin room. Can the points also be credited to the person who stayed with me?

Points will only be credited to the account of the member who paid the bill. However, the hotel stay will be credited to the accounts of all the members who stayed in the room.

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Stay History

What is “Stay History?”

“Stay History” refers to the number of nights that you stayed at member hotels. Each night stayed, not the number of times you stayed, is credited. Your “Stay History” is used to determine your membership tier qualification status.

Are “Day Use” package stays applicable?

Day-use packages that do not involve an overnight stay cannot be credited to your “Stay History.”
However, you can earn points based on the amount of your bill, for eligible reservations.

Is there a risk that my stay might not be credited to my “Stay History” depending on how I made my reservation?

Your hotel stay will be credited to your “Stay History,” regardless of how you made your reservation. However, please note that group stays or “Day Use” stays that do not involve an overnight stay are not applicable.

How can I check my “Stay History.”

“My Account” on our website Please sign in and go to your “Account Summary” page to view your “Stay History.”

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My Account

What is “My Account?”

“My Account” refers to your personal membership page on our website, where you can check your points, point validity and stay history, etc. You can sign in to the account using your membership number or Email address and password.
You can also change your registered address, work contact details and other information on this page.

I found a discrepancy in the earned points/“Stay History” shown in “My Account.” What should I do?

In case you notice any discrepancies, please notify the concerned hotel or the One Harmony Office within 6 months of the date of your usage so that we can make the necessary adjustments.

What should I do if I need to change my registered address, name or other personal information?

To change your address and other details, please sign into My Account on our website.
To change your name or birthdate, please contact the One Harmony Office.

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Sign in to Member's Page (My Account)

What should I do if I don’t know or have forgotten my password?

If you have forgotten your password, please go to Forgot Password on our website. Enter your membership number and registered email address, and we will send you a temporary password by email. Then, please sign in to “My Account” and change your password to one you prefer.
If you have not received a password or if you are unsure of your registered email address, please contact the One Harmony Office.

I did not receive the email with the temporary password.

In case you have set up spam filters on your email account including registration of domain names, etc. please register “@oneharmony.com” as a “safe sender” on your computer or device, and re-submit the request.
Also, we recommend that you check your spam and/or trash folders. Please note that some mobile devices may not be able to accept emails from us.
Should you have any inquiries, please contact the One Harmony Office.

I’m having difficulty signing in.

There may be several reasons why you may be having difficulty signing in, including the following:

In case “Sign In Name or password is incorrect” is displayed:

Please confirm that you have entered the your information correctly, differentiating between capital or small letters, numbers, etc. and whether or not you have entered spaces. (Please hold down the “Shift” key to enter a capital letter.)

In case you have forgotten your password and “Membership number or email is incorrect” is displayed:

It is possible that the information you entered does not match the membership number or email that was registered, or that there is no email address registered with us. Please contact the One Harmony Office and we will check your registered information.

In case you cannot set up a new password:

When you sign in using the temporary password, you will automatically be directed to the screen for setting up a new password. Please register a password of your choice, making sure that the new password is 6-12 characters (Roman letters and numbers) long and contains at least one capital letter, small letter and number.

Should you have any inquiries regarding signing in, please contact the One Harmony Office.

I entered the wrong password several times, and now my account is blocked.

Please go to “Forgot Your Password? on the “Sign In” page of our website.
Enter your membership number and registered email address, and we will send you a temporary password by email. Then, please sign in to “My Account” and set up a new password of your choice.

In case I haven’t registered an email address, how can I check my password?

In case you have not registered your email address, or if you do not have access to email, please contact the One Harmony Office.

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Premium Selection

What is “Premium Selection?”

Premium Selection is a program that provides members with even greater quality of services and hospitality at their favorite hotel. Simply by selecting one of the hotels that offer Premium Selection Benefits in addition to One Harmony Basic Benefits, you can enjoy Premium Selection Benefits offered by your chosen hotel.

How can I apply for “Premium Selection?”

If you are a One Harmony member :
You can register or change your Premium Selection hotel by signing in to “My Account” on our website. Please go to “Update Profile” and select the hotel you prefer from the list of hotels offering Premium Selection benefits.

If you are not yet a One Harmony member:
Please apply to become a One Harmony member. After joining, please sign in to “My Account” on our website, go to “Update Profile” and select the hotel you prefer from the list of hotels offering Premium Selection benefits.

I want to change my Premium Selection hotel, but I’m not able to do so. Why?

Please note that you can only change your Premium Selection hotel on/after April 1 of the following year after you have registered the hotel. It is only possible to change the hotel once in a year, between April 1 and March 31.

I am a member of One Harmony and I registered my Premium Selection hotel. How soon will I receive my new card?

Your new card will reach you in approximately 1 to 2 months.

Can I use the new membership card printed with the name of my Premium Selection Hotel at other hotels?

Yes, you can use this card in the same way as an ordinary One Harmony membership card.

I want to register the Okura Hotel Tokyo as my Premium Selection hotel, but I’m not able to do so. Why?

Please note that only Loyal Members and Exclusive Members can select the Hotel Okura Tokyo as their Premium Selection hotel.

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Birthday Benefits

I’d like to know more about Birthday Benefits.

Please refer to the Birthday Benefits page on our website for detailed information.

What should I do if I want to use one of the Birthday Benefits?

Simply present your membership card at the hotel/facility, at the time you wish to use Birthday Benefits.
Please call the Okura Nikko Hotels Reservation Center or the concerned hotel to make a reservation, when you wish to use the 50% discount benefit for Suite or Deluxe rooms.
For complimentary birthday cake or dessert, you will need to make a reservation at least 2 days in advance directly with the restaurant.

I’ve already made a reservation. Is it still possible to apply the Birthday Benefit discount?

Please contact the concerned hotel directly to change your existing reservation. Please note that it may not be possible to amend the reservation depending on how you made the reservation and the reservation type.

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Others

If I want to withdraw from membership, what should I do?

In case you wish to withdraw from membership, you are kindly requested to personally notify the One Harmony Office by telephone.
In the event of the death of a member, withdrawal will be effective upon notification from family members or relatives of the deceased.

I received an email saying “Almost there to complete your profile registration!.” How can I stop receiving this email?

Once you have completed “Full Registration,” you will no longer receive those email notifications.

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[For reservations and inquires]
Okura Nikko Hotels Reservation Center Call Okura Nikko Hotels Reservation Center Okura Nikko Hotels Reservation Center

Operating hours: 9:30 a.m. - 6:00 p.m. Tokyo
(Except year end and New Year holidays)
Online Reservation Request

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