FAQ
faq
For frequently asked questions about accommodations (bookings) and payment,
please check each brand's website.
SOTETSU HOTELS CLUB
Overview
How much is the entry fee and annual membership dues?
Please become a member.
How can I apply for a new membership?
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?
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.
Can I use the Apps on multiple devices (smartphones)?
If you are logged in multiple devices at the same time, you will be logged out in the previously logged-in devices.
I would like to correct the membership information registered in the app.
If you want to change it on your computer, please click here.
How can I change my details or cancel my SOTETSU HOTEL CLUB 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?
*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?
*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.
Can I join SOTETSU HOTELS CLUB membership at the front desk of the hotel?
Please complete the process for registration on this website or through the SOTETSU HOTELS CLUB app yourself.
Can I change the address and other details in the member information at the front desk of the hotel or by phone?
If you change the status on your computer, please change it from here.
SOTETSU HOTELS CLUB is an online membership program. Please manage your personal information by yourself.
Can I use late check-out and other membership benefits if I join the membership after check-in or before check-out?
How do I use ¥100 = 100 points “Use Points”?
*Points are not valid at THE SPLAISIR and HOTEL SUNROUTE TAIPEI.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
What is smart check-in with QR code?
Can I use a printed membership QR code?
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?
Does late check-out also apply to bookings made on non-official booking sites?
However, please note that if the normal check-out time is later than the time stipulated under the late check-out privilege, the normal check-out time will be applied and cannot be extended.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Are there hotel-specific benefits for each hotel which are different from the basic benefits?
I am not a SOTETSU HOTELS CLUB member, but I made a reservation for a member on his/her behalf. Can I enjoy the benefits?
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?
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Can I use multiple coupons at the same time?
I changed my smartphone. Will my points be transferred?
If I cancel a reservation that uses a coupon, will I get back the coupon?
Please note that the coupon will not be returned if it has expired.
※We have improved the functions when the app was updated on March 29, 2021.
How do I use the coupons received?
After selecting a date and plan, you can choose a coupon if you have it on the reservation confirmation screen.
*Please note that this service is not available at the front desk on the day of your stay.
*The Coupon is not valid at THE SPLAISIR and HOTEL SUNROUTE TAIPEI.
Does the coupon have an expiration date?
Can I use Coupons at hotels abroad (outside Japan)?
May 2023: JPY 1 = VND 179.92
June 2023: JPY 1 = VND 167.65
July 2023: JPY 1 = VND 163.89
August 2023: JPY 1 = VND 167.93
September 2023: JPY 1 = VND 163.93
*The exchange rate is subject to change without prior notice.
*Please note that Coupons cannot be used in South Korea(Sotetsu Fresa Inn Seoul Myeong-dong, SOTETSU HOTELS THE SPLAISIR SEOUL MYEONG-DONG, SOTETSU HOTELS THE SPLAISIR SEOUL DONGDAEMUN)and Taiwan(HOTEL SUNROUTE TAIPEI).
Points
Can I use my points at check-in?
and when receiving ¥5,000 cashback at check-out for the next stay once you have accumulated 5,000 points.
Points are not valid at THE SPLAISIR and HOTEL SUNROUTE TAIPEI. Here's a hotel you can use
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
When using points, does the receipt show that I paid with points?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Can I get "¥5,000 cashback(change from points to cash)at check-out for my next stay after accumulating 5,000 points" at all hotels?
[Hotels not eligible for cashback rewards]
Hotel Sunroute Sukagawa
Hotel Sunroute Utsunomiya
Tokyo Green Palace
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(change from points to cash)?
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 is the maximum amount of cashback benefits(change from points to cash) I can receive per time?
I made a reservation though an accommodation booking site other than the official website. Can I receive the ¥5,000 cashback(change from points to cash)cashback?
* Please note that you cannot receive the ¥5,000 cashback benefits at some hotels.
Is there a limit on the amount of time I can wait to receive a ¥5,000 cashback(change from points to cash)again after refusing it?
your points and cashback rewards will expire.)
*Points (¥5,000 cashback)can be used until October 2, 2023.
I accumulated 5,000 points but I forgot to receive my ¥5,000 cashback reward(change from points to cash)at checkout after my next stay. What should I do?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points (¥5,000 cashback)can be used until October 2, 2023.
Until when can I use the points I have accumulated?
*If you cancel your reservation after October 3, 2023, points will not be returned.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
Until when can I earn points?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
QR Code
Is the membership QR code different for each reservation?
I joined the SOTETSU HOTELS CLUB, do I get a membership card?
*To receive the membership benefits, you need to hold up your smartphone with the membership QR code over the QR code reader at the hotel where you are staying.
Cashback Rewards
Can I enjoy benefits other than cashback even if I book through other companies' reservation sites?
Other benefits, including cashback, can also be enjoyed only if you make a reservation on the official website or by phone.
*Please note that some plans are not part of the program.
*Hotels outside of Japan are not eligible for cashback.
Would I be able to enjoy ¥500 cashback and other membership benefits if I become a member during my stay?
*If you join the membership during your stay, please come to the front desk to hold the membership QR code to the code reader.
*However, reservations for day use plans and bookings by affiliated companies and those that apply corporate rates (official website and phone reservations) are not eligible for cashback.Please note that some plans are not part of the program.
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
What would be the cashback for connecting rooms (rooms where two rooms are connected inside the room to create one room) and adjoining rooms (confirmation of neighboring rooms)?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Will I be eligible for cashback regardless of the terms of payment? For example, are prior transfer, third-party payment, and claims eligible for cashback?
*However, reservations for day use plans and bookings by affiliated companies and those that apply corporate rates (official website and phone reservations) are not eligible for cashback.Please note that some plans are not part of the program.
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Is the official website's Dynamic Package with Flight also eligible for cashback?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
*Please note that some plans are not part of the program.
Are bookings made over the phone also eligible for cashback?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
*Please note that some plans are not part of the program.
Are day use plans also eligible for cashback?
If two persons stay in one room, would we get ¥500 cashback for two persons?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
I don't need cashback, so can I just convert that cashback to a discount on my accommodation fee?
I forgot to get the cashback when I checked out. Can I receive it at a later date?
I booked multiple rooms as a representative. Can I receive the cashbacks for all the rooms?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
I am planning to stay for a long time. Would it be possible for me to receive the cashback during my stay?
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
If I join the club when I check in, can I get the ¥500 cashback?
*However, reservations for day use plans and bookings by affiliated companies and those that apply corporate rates (official website and phone reservations) are not eligible for cashback.Please note that some plans are not part of the program.
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Will I get the ¥500 cashback only when I check out?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
How can I get ¥500 cashback if I make a reservation?
*However, reservations for day use plans and bookings by affiliated companies and those that apply corporate rates (official website and phone reservations) are not eligible for cashback.Please note that some plans are not part of the program.
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
Can I receive 500 yen cashback by any method except cash?
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Hotels outside of Japan are not eligible for cashback.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
SOTETSU HOTELS CLUB app
Will it cost money to install or use the SOTETSU HOTELS CLUB app?
Can I download the app overseas? What languages are supported on the app?
I am installing (downloading) the app for the first time, how should I do it?
*Account registration is required not only for this app, but also when installing all apps.
Can the app be used on tablet devices such as the iPad and iPod Touch?
*Recommended system requirements: iOS 12.4 or later/ Android 9.0 or later
I don't have a smartphone. How can I use the benefits?
*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?
My smartphone screen is cracked and the QR code reader can’t scan my QR code.
How do I install (download) the Apps?
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.
*Recommended system requirements: iOS 12.4 or later/ Android 9.0 or later
I can’t open the app.
What should I do if the app crashes or is slow?
*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.
I have deleted the app. (I have withdrawn from membership once) I would like to join the club again. Will the points I have earned so far become invalid?
I'd like to switch the display language of the app, how should I do it?
I have created two accounts by mistake. What am I supposed to do in order to log in to the application from another account?
Accounts cannot be merged; please delete any unnecessary accounts.
Smartphone Check-In
How do I use Smartphone Check-In?
After registering the membership on the Apps, you can check in quickly and easily by holding up your smartphone over the code reader at the front desk.
*Please note that you may not be able to check-in with your smartphone at some hotels or depending on your reservation details.
Can I use Smartphone Check-In if I don’t register on the app?
"Smartphone as room key" function
How do I use the smartphone app as a room key (Smartphone Key)?
*This service is available in selected hotels.
Details for services offered at each hotel can be found here.
Can I use the "Smartphone Room Key" even if I haven't registered as a member on the app?
*This service is available in selected hotels. This service will be available in more hotels in the future.
Details for services offered at each hotel can be found here.
If multiple guests are staying, can each of us use the smartphone app as a room key (Smartphone Key)?
*This service is available in selected hotels. Details for services offered at each hotel can be found here.
If you use the Smartphone Room Key, will it launch Apple Pay?
Even when Apple Pay is open, communication will still be active through Bluetooth, so you can cancel security by holding it as it is.
Others
I would like to make a reservation but am unable to log in.
In addition, if you have registered as a member using the following e-mail address, you may not be able to log in to the reservation system.
•E-mail address has a dot at the beginning or just before the @ (at mark)
Example 1 abcde.@sotetsu-hotels.com
Example 2 .abcde@sotetsu-hotels.com
•Dots are consecutive in the part before @ (at mark)
Example 1 ab..cde@sotetsu-hotels.com
Example 2 abcde..@sotetsu-hotels.com
•When it contains one-byte alphanumeric characters and some symbols
*Except for the following symbols (. ! # $ % & ' * + - / = ? ^ _ { | } ~ )
Example 1 abcd[e@sotetsu-hotels.com
Example 2 a@bcde@sotetsu-hotels.com
If you are using this e-mail address, please login to My Page from the URL below and change your e-mail address in the "Change Customer Information" section.
https://mypage.sotetsu-hotels.com/mypage/pc/login.php
How can I become a silver member or above?
Click here to learn more.
*With the renewal of the membership program on September 28, 2021, the membership stage system is not available after September 27, 2021.
What is the valid period for points and membership categories?
Points accumulated under the previous membership program may be used until October 2, 2023.
*Please be aware that points will not be refunded for reservations made with points cancelled on or after October 3, 2023.
When will my membership category be set?
You can be promoted or demoted.
*With the renewal of the membership program on September 28, 2021, the membership stage system is not available after September 27, 2021.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Does the 12 o’clock late check-out stage reward for members also apply to bookings made from other booking websites?
*With the renewal of the membership program on September 28, 2021, the membership stage system is not available after September 27, 2021.
*Although the membership stage system has been terminated, "Late Check-out 12:00" has been added to the benefits, and you can use it continuously.
In the case of families and groups, can points for multiple rooms be added to the account of the person who made the reservation?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
If I forget to present my membership QR code, will I still earn points?
Please be sure to present your membership QR code during your stay.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Can I earn points at overseas hotels?
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
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=3.93JPY
Your accommodation charges will be calculated using the exchange rate in the month you make the booking.
-Sotetsu Fresa Inn Seoul Myeong-Dong
Sep.2021:1 South Korean Won=0.09JPY
Aug.2021:1 South Korean Won=0.09JPY
Jul.2021:1 South Korean Won=0.09JPY
Jun.2021:1 South Korean Won=0.09JPY
May.2021:1 South Korean Won=0.09JPY
Apr.2021:1 South Korean Won=0.09JPY
*The exchange rate may be changed without prior notice.
Will all types of bookings made via the telephone be eligible for points?
*However, bookings by contracted companies/corporations made via the official website will be eligible for points.
It seems that regular members can earn points without downloading the app. How can I earn points? Can I earn points even if I don't show anything at the front desk during my stay?
Please display or print the membership QR code from the My Member Page on your device and hold it over the QR code reader.
*With the renewal of the membership program on September 28, 2021, the membership stage system is not available after September 27, 2021.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Can I add points after check-out?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Do you earn points for courier, laundry and other services?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
It seems that points can be earned even for bookings made over the phone, but do I still need to hold a membership QR code?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Where can I check the added points? Can I get a receipt when I check out?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Is the day-use (relaxation) package also eligible for points?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
How do I earn points?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
When do I get my points?
To earn points, please scan your membership QR code 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.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
If two guests stay in one room, will both guests receive points?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
What can I do with the points I’ve earned?
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.
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
Will points be given for the cancellation fee?
*Due to the renewal of the membership program on September 28, 2021, points will be accumulated for stays until September 27, 2021, and will not be saved after September 28, 2021.
*Points can be used until October 2, 2023.
*If you cancel your reservation after October 3, 2023, points will not be returned.
How can I transfer my FRESA CLUB membership?
How can I transfer my Sunroute Club membership?