SOTETSU HOTELS CLUB

SOTETSU HOTELS CLUBアプリ

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FAQ

FAQ

Frequently-asked questions from customers.

About SOTETSU HOTELS CLUB

How much is the entry fee and annual membership dues?

There are no entry fees or annual membership dues. Membership is free. Please become a member.

How can I apply for a new membership?

You can apply through the official websites of each brand, SOTETSU HOTELS official website, and SOTETSU HOTELS CLUB official app.

I didn’t receive my PIN.

Your PIN will be sent automatically from “info@mypage.sotetsu-hotels.com”. If you restrict the emails you receive by using spam filters, please change your settings in advance so that you can receive emails from the above-mentioned email address. There is a possibility that the email containing your PIN may have been sent to your junk mail folder so please check your junk mail folder.

How can I book and enjoy the benefits of being a SOTETSU HOTELS CLUB member?

You must book through the official websites of each SOTETSU HOTELS brand or make a reservation over the phone. During your stay, you will present the membership QR code at the front desk. Please note that you will not be able to enjoy the benefits of membership if you make a reservation through other booking websites.

How can I change my details or cancel my SOTETSU HOTEL CLUB membership?

You can change your membership details from SOTETSU HOTELS CLUB member’s My Page. If you wish to cancel your membership, please proceed to “Stop using the service” on My Page. Hotel staff at the front desk are not able to modify SOTETSU HOTELS CLUB Membership details as they contain personal information. Thank you for your understanding.

I forgot my email registered with SOTETSU HOTELS CLUB, can you tell me which email I used?

Please contact us through the Inquiry Form on our official website. When making an inquiry, please let us know your name, telephone number, and address so we can confirm your identity. Please note that this will take some time. You can check your email address by tapping “Change Customer Information” on the member’s My Page on the app.
*SOTETSU HOTELS CLUB is for online members only, and a member’s email address cannot be confirmed at the front desk to protect personal information. Thank you for your understanding.

I forgot my registered password for the SOTETSU HOTELS CLUB, can you tell me what it is?

Please click on “Click here if you have forgotten your password” at the login screen of the member’s My Page on our official website to reset your password. On the app, your password will be displayed if you tap “Show password” from “Change Customer Information” on the member’s My Page.

*SOTETSU HOTELS CLUB is for online members only, and a member’s email address cannot be checked at the front desk to protect personal information.

How can I become a silver member or above?

When you install the SOTETSU HOTELS CLUB app and register or log in from the app, you will become an app member and be promoted to silver member. You can then enjoy the “benefits” offered only to app members.
Click here to learn more.

What is the valid period for points and membership categories?

Valid period of points: Two years after the last use of points.
Valid period of membership: Two years after the last use of the membership.
If you do not use your membership for one year, your membership category will be demoted to the next lower category.

When will my membership category be set?

It will be set when the requirements are met or not (installation of the app, cumulative points). You can be promoted or demoted.

Can I join or transfer SOTETSU HOTELS CLUB membership at the front desk of the hotel?

No. You cannot join or transfer your membership at the hotel front desk. Please complete the process for registration/transition on this website or through the SOTETSU HOTELS CLUB app yourself. If you are a FRESA CLUB app member, you can complete the transfer by updating the app and following the steps that are outlined after agreeing to the terms and conditions.

I have registered as a member of both the FRESA CLUB and Sunroute Club, but what will happen to my stamps and points when I transition?

You can add up your FRESA CLUB stamps (1 stamp=500 points) and Sunroute Club points (1 point = 2 points, 1 S-cash yen = 1 point). Please complete the necessary steps through this website or through the official websites of each SOTETSU HOTELS brand.

What is the difference between a SOTETSU HOTELS CLUB member and SOTETSU HOTELS CLUB app member?

SOTETSU HOTELS CLUB members belong to the SOTETSU HOTELS official website and brand’s official website. These members can use the official website to make reservations and receive ”reservations benefits.”
SOTETSU HOTELS CLUB app members have installed the SOTETSU HOTELS CLUB app and can use the app to register or login as an app member. App members can then receive ”lodging benefits” available only to app members. SOTETSU HOTELS CLUB app members also automatically become SOTETSU HOTELS CLUB members.

Does the 12 o’clock late check-out stage reward for members also apply to bookings made from other booking websites?

No. The reward only applies to phone reservations and reservations made through the official websites of SOTETSU HOTELS brands.

If I become a member after I check in, will I be able to receive member rewards such as points and late check-out?

Yes, you can receive rewards by presenting your membership QR code at any time during your stay.

In the case of families and groups, can points for multiple rooms be added to the account of the person who made the reservation?

Unfortunately not. Points are valid only for the member themselves for 1 room per day.

How do I use ¥100 = 100 points “Use Points”?

When you make a reservation through any of the official websites for SOTETSU HOTELS brands, you can use 100 points for ¥100 towards your accommodation fee.The points cannot be used at the front desk.
*Points cannot be used at some hotels.

If I forget to present my membership QR code, will I still earn points?

No. You will not be able to receive membership benefits, including points. Please be sure to present your membership QR code during your stay.

Where can I check or change a reservation that I made through the official Sunroute website after registering as an online user?

From April 1, 2019, reservations can be confirmed or changed by moving your membership to SOTETSU HOTELS CLUB. Please use the same email address you used for registering as an internet user when transferring your membership.

About SOTETSU HOTELS CLUB Rewards

It seems that the basic rewards that can be used for each hotel are different. Where can I check what rewards are available for each hotel?

They can be found on the List of Services Offered by SOTETSU HOTELS CLUB By Hotel on our website.

I made a reservation as a member, but the guest staying at the hotel is not a member. Can the guest still enjoy membership rewards?

No. Membership rewards can only be used when the guest is a member.

Is there an expiration date for the membership rank or points?

For membership on a stage-system, you will be demoted to a lower rank if your account is not used for more than a year. In addition, points will expire after two years from the last check-out date.

Can I use multiple coupons at the same time?

Coupons and other discount vouchers cannot be used together. In addition, if a reservation is canceled, any coupon used to make the reservation will not be returned (will not be reinstated). Thank you for your understanding.

I used a coupon when making my reservation but my schedule has changed and I canceled my reservation. Why didn’t I get my coupon back?

If a reservation is canceled, any coupon used to make the reservation will not be returned (will not be reinstated). Thank you for your understanding.

Can I earn points at overseas hotels?

The amount of points you can earn will be equivalent to what you would earn in Japan.

The exchange rate will vary depending on the hotel you stay in.

 

Your accommodation charges will be calculated using the exchange rate on the day of your check-out.

 

-The Splaisir Seoul Myeong-Dong
-The Splaisir Seoul Dongdaemun
-Hotel Sunroute Taipei

 

Korea:1 South Korean Won=0.09JPY
Taiwan:1 New Taiwan Dollar=3.34JPY

 

Your accommodation charges will be calculated using the exchange rate in the month you make the booking.

 

-Sotetsu Fresa Inn Seoul Myeong-Dong

 

Sep 2019:1 South Korean Won=0.09JPY
Aug 2019:1 South Korean Won=0.1JPY
Jul 2019:1 South Korean Won=0.1JPY

 

*The exchange rate may be changed without prior notice.

What happens to my membership rewards if I stay at Sotetsu Hotels ‘The Splaisir Seoul Myeong-Dong’ , ‘The Splaisir Seoul Dongdaemun’ or ‘Hotel Sunroute Taipei’?

If you stay at The Splaisir Seoul Myeong-Dong , The Splaisir Seoul Dongdaemun or Hotel Sunroute Taipei, the only membership reward you receive will be ability to earn points. If you present your membership QR code at the front desk when checking out, your points will be added to your account before the next day. The amount of points you earn will be equivalent to what you would earn in Japan.The points you earn will vary depending on the stage of your membership.
For more information, please click here.

Please note that your accommodation charges will be calculated using the exchange rate on the day of your check-out. (The exchange rate as of today is 0.09 yen for 1 South Korean won.3.34 yen for 1 New Taiwan dollar)
*The exchange rate may be changed without prior notice.

About Points

Can I use my points at check-in?

No. Points can only be used when making a reservation through our official website (100 points=¥100), and when receiving ¥5,000 cashback at check-out for the next stay once you have accumulated 5,000 points.

 

Can I add points after check-out?

No. Unfortunately, you cannot add points at a later date. You must present your membership QR code during your stay.

How do I earn points?

To earn points, make a reservation through any of SOTETSU HOTELS brand’s official websites or by phone. During your stay, scan your membership QR code on the QR code reader at the front desk. If you do not scan your QR code on the QR code reader, you will not earn points. Once you have accumulated enough points, you can use your points to receive cashback rewards and get promoted to a higher membership rank.

When do I get my points?

Your points will be added to your account by the following day after check-out. To earn points, please scan your smartphone on the QR code reader at the front desk when checking-in or at any time during your stay. If you do not scan your QR code on the QR code reader, you will not earn points.

If two guests stay in one room, will both guests receive points?

No. The guest who made the reservation will receive points for one room per night.

I have booked multiple rooms. Will I get points for all the rooms I booked?

No. Points will be given to one person per room. In addition, we cannot combine the points earned by multiple guests to add to one account. Thank you for your understanding.

What can I do with the points I’ve earned?

When you have accumulated enough points, you can redeem your points and receive ¥100 for 100 points to use towards your accommodation fee when booking through any of SOTETSU HOTELS brand’s official websites. Or, you can receive a ¥5,000 cashback at check-out for your next stay once you have accumulated 5,000 points.

About QR Code

I joined the SOTETSU HOTELS CLUB, do I get a membership card?

You will receive a membership QR code.
*In order to enjoy membership benefits such as points accrual and late check-outs, you must authenticate the membership QR code using the app at the hotel you are staying in.

About Cashback Rewards

Can I receive cashback benefits at all hotels?

No. Cashback benefits are not available at the hotels listed below. Thank you for your understanding.

 

[Hotels not eligible for cashback rewards]
Hotel Sunroute Sukagawa
Tokyo Green Palace
Forest Hongo
Hotel Sunroute Taipei

Sotetsu Fresa Inn Seoul Myeong-Dong

SOTETSU HOTELS THE SPLAISIR Seoul Myeong-Dong
SOTETSU HOTELS THE SPLAISIR Seoul Dongdaemun

When can I get my ¥5,000 cashback?

Once you have accumulated 5,000 points, please notify the front desk staff that you are eligible for a cashback reward when checking out after your next stay to receive your ¥5,000 cashback reward. When receiving a cashback reward, you must scan your membership QR code on the QR code reader for confirmation of receipt.

How much cashback can I receive in one transaction?

The maximum cashback amount is ¥10,000. Cashback rewards will either be ¥5,000 or ¥10,000.

I am planning on staying long-term. Will I be able to get cashback during my stay?

No. You will receive your cashback reward at check-out after your next stay once you have accumulated 5,000 points.

Is there a limit on the amount of time I can wait to receive a cashback again after refusing it?

There is no time limit. (However, if your account is not used for 2 years from the last checkout, your points and cashback rewards will expire.)

I accumulated 5,000 points but I forgot to receive my ¥5,000 cashback reward at checkout after my next stay. What should I do?

Please receive your cashback at checkout after your next stay. Please note that if you fail to receive your cashback twice, you will have relinquished your cashback reward and will lose all 5,000 points. In addition, you will not be able to receive cashback rewards if you are not staying as a guest. In the unlikely event that a guest is unable to receive the cashback at checkout for any reason, the guest will be able to receive it at the next checkout. Please note that, if a guest does not receive their reward a second time, the guest relinquishes his/her cashback reward and loses all 5,000 points.

I don’t need the cashback reward so can I get a discount on the accommodation fee instead?

Unfortunately, the accommodation fee will be charged at check-in, and the cashback reward can only be given at check-out.

About SOTETSU HOTELS CLUB app

Can I use the “Smartphone Room Key” even if I haven’t registered as a member on the app?

Unfortunately, you must register as a member on the app to use this service.

*This service is available in selected hotels. This service will be available in more hotels in the future.

 

[Hotels eligible for Smart Phone Room Key]
Sotetsu Fresa Inn Ueno-Okachimachi

Sotetsu Fresa Inn Nihombashi-Kayabacho

Sotetsu Fresa Inn Nagano-Ueda

Sotetsu Fresa Inn Kobe-Sannomiya

Sotetsu Fresa Inn Osaka-Namba

Sotetsu Grand Fresa Shinagawa Seaside

Will it cost money to install or use the SOTETSU HOTELS CLUB app?

The SOTETSU HOTELS CLUB app is free to download and use. Using the app will require a data communication fee that you must bear. The fee will depend on your mobile phone carrier and contract. For details, ask your mobile phone carrier.

Can I download the app overseas? What languages are supported on the app?

The app can be downloaded overseas. The app has Japanese, English, Traditional Chinese, Simplified Chinese, and Korean language options available. The language of the app will be based on the language set on your device, but if the language on your device is not one of the 5 supported languages, the app will automatically be in Japanese.

Can the app be used on tablet devices such as the iPad and iPod Touch?

We cannot guarantee the functionality of the app on tablet devices. This app is currently only guarenteed when used on iPhones and Android smartphones. Please note that some smartphones may not support this app. Thank you for your understanding.

*Recommended system requirements: iOS 10 or later/ Android 4.4 or later.

I don’t have a smartphone, what should I do?

Please login to your My Page on your computer and print out the QR code from your My Page.

*This cannot be done on feature phones (cell phones).

What happens if I forget my smartphone or the battery runs out and I can’t turn it on?

Unfortunately, you must scan your QR code during your stay to enjoy your membership benefits (such as earning points). Thank you for your understanding.

My smartphone screen is cracked and the QR code reader can’t scan my QR code.

Unfortunately, if we’re unable to scan your membership QR code, you will not receive any points. Thank you for your understanding.

I don’t know how to install (download) the app.

[For customers using apple devices]

Please look for [Sotetsu Hotels App] on the “Apple Store” and install (download) the app.

 

[For customers using Android devices]

Please look for [Sotetsu Hotels App] on “Googe Play” and install (download) the app.

 

* You can also access the stores by scanning QR codes on posters and leaflets found throughout the hotel.

I’m having trouble installing (downloading) the app.

Please check your device’s network connection. Please move to a location with a strong Wi-Fi/3G/4G signal and try to install (download) the app again. Please also check that there is enough storage available on your device. Please make free space by deleting and organizing unnecessary data. Please note that some smartphones may not support this app. Thank you for your understanding.

*Recommended system requirements: iOS 10 or later/ Android 4.4 or later

I can’t open the app.

There may be a problem with your connection. Please try again when you have a better connection.

What should I do if the app crashes or is slow?

This mostly occurs when there is insufficient storage on your smartphone. Please close all active apps and try again. In some cases, this may be resolved by updating the app to the latest version available at that moment. Please update the app through the App Store or Google Play.

*The app may not work properly depending on the model of your device. This problem may also occur when connection is poor. Please try again when you have better connection.

*If you have restricted bandwidth, it may take time for the app to load.

How can I change the display language on the app?

The display language of the app is based on the language setting of your device. To switch to Japanese, English, Traditional Chinese, Simplified Chinese, or Korean, please change your device settings. If your device is set to any other language, the app will automatically be displayed in Japanese.

*We are looking into introducing fixes in future updates for the language settings.

About Advance Check-In

What is Advance Check-In?

By completing the registration form and completing the payment for your stay before arriving at the hotel on the day of your stay, you can ensure that your check-in process goes smoothly.

*This service is only available at Sotetsu Fresa Inn, Sotetsu Grand Fresa and THE POCKET HOTEL BY SOTETSU hotels.

* Use of this service is limited to reservations made through our official website or by telephone.

I was able to use Advance Check-In for my last stay but I couldn’t this time.

Advance Check-In is available for use once per reservation for one guest and one room. Advance Check-In may not be available depending on your reservation, such as having multiple reservations under the same guest details on the same day.

*This service is only available at Sotetsu Fresa Inn, Sotetsu Grand Fresa and THE POCKET HOTEL BY SOTETSU hotels.

*Use of this service is limited to reservations made over the phone or through the official websites of SOTETSU HOTELS brands.

Can I use Advance Check-In if I’ve made a reservation through a website that isn’t an official website?

No. The use of this service is limited to reservations made through the official websites of hotels offering Advance Check-In or over the phone. However, when staying for the first time after registering on the SOTETSU HOTELS CLUB app, your user ID will not be on the hotel’s system and the Advance Check-In service will not be available.

*This service is only available at Sotetsu Fresa Inn, Sotetsu Grand Fresa and THE POCKET HOTEL BY SOTETSU hotels.

I want to pay at the hotel, can I still use the Advance Check-In service?

No. Guests who wish to pay at the hotel should come directly to the hotel without going through the Advance Check-In procedure.

I’ve completed the procedures for Advance Check-In but something has suddenly come up and I want to cancel my reservation or change my reservation date.

Reservations cannot be canceled or changed once you have completed the procedure for Advance Check-In. Thank you for your understanding.

About Smartphone Check-In

How do I use Smartphone Check-In?

Please register as a member on the app and ask the front desk.

Can I use Smartphone Check-In if I don’t register on the app?

Unfortunately, you must register as a member on the app to use this service.

How do I use the smartphone app as a room key (Smartphone Key)?

Once you have registered on the app, please select “Smartphone Key” on the automatic payment machine. Your smartphone’s Bluetooth must be turned on to use the key to unlock your room. On some devices, you may use the Smartphone Key by turning on location services on your smartphone and allowing the SOTETSU HOTELS CLUB app to access your location.

*This service is available in selected hotels. This service will be available in more hotels in the future.

 

[Hotels eligible for Smart Phone Room Key]

Sotetsu Fresa Inn Ueno-Okachimachi

Sotetsu Fresa Inn Nihombashi-Kayabacho

Sotetsu Fresa Inn Nagano-Ueda

Sotetsu Fresa Inn Kobe-Sannomiya

Sotetsu Fresa Inn Osaka-Namba

Sotetsu Grand Fresa Shinagawa Seaside

If multiple guests are staying, can each of us use the smartphone app as a room key (Smartphone Key)?

The first guest can choose to use either a smartphone key or a card key. Other guests will be given a card key to use.

*This service is available in selected hotels. This service will be available in more hotels in the future.

 

[Hotels eligible for Smart Phone Room Key]

Sotetsu Fresa Inn Ueno-Okachimachi

Sotetsu Fresa Inn Nihombashi-Kayabacho

Sotetsu Fresa Inn Nagano-Ueda

Sotetsu Fresa Inn Kobe-Sannomiya

Sotetsu Fresa Inn Osaka-Namba

Sotetsu Grand Fresa Shinagawa Seaside

About Transferring from FRESA CLUB

I’ve entered my email address but I can’t proceed further.

FRESA CLUB members must transfer to SOTETSU HOTELS CLUB before logging in. Please click here to transfer your account.

How can I transfer my membership?

Please follow these steps here. Regardless of the current membership type (FRESA CLUB, Sunroute Club, Sunroute Internet Users), you must complete the “membership transfer” process to use the services of SOTETSU HOTELS CLUB.

I didn’t receive my PIN.

Your PIN will be sent automatically from “info@mypage.sotetsu-hotels.com”. If you restrict the emails you receive by using spam filters, please change your settings in advance so that you can receive emails from the above-mentioned email address. There is a possibility that the email containing your PIN may have been sent to your junk mail folder so please check your junk mail folder.

How can a FRESA CLUB member become a SOTETSU HOTELS CLUB member?

Please complete the transfer procedure on the member’s My Page or through the SOTETSU HOTELS official website. If you are a FRESA CLUB app member, you can complete the transfer by updating the app and following the steps after agreeing to the terms and conditions. However, please note that you will not be able to transfer your stamps if you reinstall the app or log in using a different device before completing the membership transfer. Please note that we cannot transfer your account at the front desk of the hotels.

Do FRESA CLUB app stages carry over?

Yes. Your status will be carried over when transferring. However, please note that you will not be able to transfer your stamps if you reinstall the app or log in using a different device before completing the membership transfer. Please note that the stage membership benefits for SOTETSU HOTELS CLUB app members differ from those of FRESA CLUB app members.
Click here for more information on member benefits.

What happens to my stamps if I switch from being a FRESA CLUB app member?

Your stamps will be transferred as points like so: 1 stamp = 500 points (¥500). If you open your FRESA CLUB app, an update screen will appear. Please update the app and proceed to transfer your membership. Logging into the SOTETSU HOTELS CLUB app after completing the procedure will automatically convert your stamps to points. However, please note that you will not be able to transfer your stamps if you reinstall the app or log in using a different device before completing the membership transfer.

About Transferring from SUNROUTE CLUB

How can I transfer my membership?

Please follow these steps here. Regardless of the current membership type (FRESA CLUB, Sunroute Club, Sunroute Internet Users), you must complete the “membership transfer” process to use the services of SOTETSU HOTELS CLUB.

I don’t know my Sunroute Club membership number.

Please enter your email address, phone number, and date of birth that is registered with Sunroute Club membership account in the inquiry form and contact us. One of our representatives will get in touch with you. Please note that this will take a bit of time.

I didn’t receive my PIN.

Your PIN will be sent automatically from “info@mypage.sotetsu-hotels.com”. If you restrict the emails you receive by using spam filters, please change your settings in advance so that you can receive emails from the above-mentioned email address. There is a possibility that the email containing your PIN may have been sent to your junk mail folder so please check your junk mail folder.

I joined the SOTETSU HOTELS CLUB as a new member before transferring my membership to Sunroute Club. Can I still transfer my Sunroute Club points?

Yes, you can transfer your points. Information on how to transfer points for Sunroute Club members can be found on SOTETSU HOTELS CLUB member’s My Page. By following the steps outlined there, you can transfer your Sunroute Club points.

I’m a Sunroute Club member. Will I no longer have a point card if I become a SOTETSU HOTELS CLUB member?

You will not have a point card. Your QR code will act as your membership card. You will receive your membership rewards by scanning your QR code, which acts as your membership card, on the QR code reader found at the front desk of the hotel during your stay.

If points will no longer be added after March 31, 2019, does that mean Sunroute Club will also be discontinued?

No. You will be able to use your points and S-cash until September 30, 2020. Please note that other basic rewards will be terminated.

I have registered as a Sunroute online user. Will I still be able to use the email address and password I used to register as an online user to make reservations through Sunroute’s official website after April 1, 2019?

No. To make reservations after April 1, 2019, you will need to register as a SOTETSU HOTELS CLUB member. Please register through this website or the official Sunroute website.

Where can I check or change a reservation that I made through the official Sunroute website after registering as an online user?

From April 1, 2019, reservations can be confirmed or changed by moving your membership to SOTETSU HOTELS CLUB. Please use the same email address you used for registering as an internet user when transferring your membership.

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