FAQ

faq

FAQ

SOTETSU HOTELS CLUB

Overview

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.

Can I register using the same email address on multiple devices (smartphones)?

It is possible to do so, but one email address may only be used on one device.
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.

Please go to "My Member Page" on the app menu or to "My Member Page" on the official website of each SOTETSU HOTELS brand.
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?

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 SOTETSU HOTELS CLUB membership at the front desk of the hotel?

No. You cannot join your membership at the hotel front desk.
Please complete the process for registration on this website or through the SOTETSU HOTELS CLUB app yourself.

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.

Can I change the address and other details in the member information at the front desk of the hotel or by phone?

All registration and amendments to the member information must be done online by the customer.
SOTETSU HOTELS CLUB is an online membership program. Please manage your personal information by yourself.

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.

What is smart check-in with QR code?

You can check in easily and quickly by simply holding your QR code membership card over the terminal installed at the front desk of the hotel.

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.

Can I use a printed QR code membership card?

You can use it upon confirmation of your identity.

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.

Does late check-out also apply to bookings made on non-official booking sites?

No. Late check-out privileges are only applicable for bookings made on the official website and by phone.
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.

Are there hotel-specific benefits for each hotel which are different from the basic benefits?

Yes, there are also hotel-specific benefits offered by some hotels.
Please contact each hotel directly for the availability and details of hotel-specific 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?

You can enjoy the benefits by holding your QR code membership card at the front desk during your stay. However, points cannot be used if the person making the reservation is not a SOTETSU HOTELS CLUB member.

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 changed my smartphone due to a model change, etc. Can I carry over the points and keep my membership stage?

You may do so by logging in with the ID (email address) and password in your registration information again.

If I cancel a reservation that uses a coupon, will I get back the coupon?

The coupon will not be returned to you if you cancel a reservation that is made until 1:00 pm on March 29, 2021. We ask for your understanding in advance.
For reservations that were made after 1:00 pm on March 29, 2021, you will get back your coupon even if you cancel your reservation. You can use the coupon again.

※We have improved the functions when the app was updated on March 29, 2021.

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=3.81JPY
 
Your accommodation charges will be calculated using the exchange rate in the month you make the booking.
 
-Sotetsu Fresa Inn Seoul Myeong-Dong
 
Apr.2021:1 South Korean Won=0.09JPY
Mar.2021:1 South Korean Won=0.09JPY
Feb.2021:1 South Korean Won=0.09JPY
Jan.2021:1 South Korean Won=0.09JPY
Dec.2020:1 South Korean Won=0.09JPY
Nov.2020:1 South Korean Won=0.09JPY
 
*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.

Points

Will all types of bookings made via the telephone be eligible for points?

For bookings by telephone, contracted companies/corporate rates are not 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?

To earn points, you need to hold your QR code membership card over the QR code reader installed at the front desk during your stay at the hotel.
Please display or print the QR code membership card from the My Member Page on your device and hold it over the QR code reader.

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.

Not available in some hotels. Here's a hotel you can use

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.

Do you earn points for courier, laundry and other services?

No, you won't be able to earn points for these services. Points can only be earned on the accommodation offers you have booked.

It seems that points can be earned even for bookings made over the phone, but do I still need to hold a QR code membership card?

Yes, to earn points, please hold your QR code membership card over the QR code reader during your stay.

Where can I check the added points? Can I get a receipt when I check out?

We do not provide the information to you through a receipt. You can check your app or the My Member Page on this site for this information.

Is the day-use (relaxation) package also eligible for points?

Yes, you can also earn points on the day-use (relaxation) package.

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.

Will my points expire if I do not use them (stay at the hotel) for a certain period of time?

Yes. If you do not use the service for 2 years from your last check-out date, your points and membership will expire at the same time. In addition, the membership stage will be downgraded by one level if it is not used for one year.

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.

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.

When using points, does the receipt show that I paid with points?

Yes, payment with points will be reflected in the receipt.

Will points be given for the cancellation fee?

No points will be added for the payment of cancellation fee.

QR Code

Is the QR code membership card different for each reservation?

No, each member will get one QR code membership card.

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.

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 made a reservation though an accommodation booking site other than the official website. Can I receive the cashback?

If you have 5,000 points or more when checking in and hold your QR code membership card at the front desk during your stay, you can receive cashback. However, please note that we will be unable to give you points for such stay.

*Points are given only when you make a reservation on the official website or by telephone (except for contracted companies and corporate rates).

*Some hotels do not accept cashback privileges.

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.

SOTETSU HOTELS CLUB app

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.

I am installing (downloading) the app for the first time, how should I do it?

Those who have not registered for an Apple ID or Google account will need to do so. In addition, you may need to register your credit information, etc., at the time of registration.
*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?

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 12.4 or later/ Android 8 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 12.4 or later/ Android 8 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.

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?

The points can be carried over, so please reinstall the app and log in again using the ID (e-mail address) and password in your registration information.

I'd like to switch the display language of the app, how should I do it?

The application displays the language based on the language setting of the device used. To switch between Japanese, English, Chinese (Traditional), Chinese (Simplified), and Korean, please change your device settings. If the language is set to any other language, it will be displayed in Japanese.

iOS: Language can be changed from the language settings of the device.
Android: After changing your device's language settings, you can change the language by checking the SOTETSU HOTELS CLUB app from your device's settings and deleting the data in your storage. Please note that any coupon you have will be deleted.

The cumulative points I have earned have exceeded 50,000 points even without downloading the SOTETSU HOTELS CLUB app. What will my membership stage be when I download the app?

You will be a premium member as you will meet the conditions on points accumulation for premium members and on app installation.
*Regarding the membership stage system, if you register as a member of SOTETSU HOTELS CLUB, you will become a regular member, and if you install the app, you will move a rank higher to silver member. You will become a gold member with app installation & 15,000 cumulative points earned, and a premium member with 50,000 and above cumulative points earned.
For more details, please click here.

I have created two accounts by mistake. What am I supposed to do in order to log in to the application from another account?

Press Logout button in Others menu displayed on the lower right of the application. Login is available by your correct account. Besides, since information regarding the application is reset by the logout operation, please note in advance that coupons you keep, if any, will be deleted.

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.

How do I pre-check in?

On the day of your stay (12:00 pm or later), you can pre-check in by tapping "Pre-check-in" from the SOTETSU HOTELS CLUB app HOME screen. This service can only be used by SOTETSU HOTELS CLUB app members.

*Pre-check-in can be done by one person per room per reservation. Pre-check-in may not be possible depending on the details of your reservation, such as when there are multiple reservations for the same day with the same customer information.

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

*Use of this service is limited to reservations made through the official websites of the abovementioned hotels or by telephone.

I made a reservation on the day of my stay, but the button for pre-check-in doesn't show up.

If you make a reservation on the same day of your stay, it may take up to an hour after the reservation is made until the button appears in the app. In addition, if you make a reservation after 12:00 am on the day itself, you will not be eligible for advance check-in. Please come directly to the hotel.

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

*Use of this service is limited to reservations made through the official websites of the abovementioned hotels 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.

"Smartphone as room key" function

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. 

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?

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.

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)?

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. Details for services offered at each hotel can be found here.

If you use the Smartphone Room Key, will it launch Apple Pay?

When using iPhone, Apple Pay may start up when the security of guest rooms, entrances, and elevators is canceled due to the iPhone specifications.
Even when Apple Pay is open, communication will still be active through Bluetooth, so you can cancel security by holding it as it is.

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.

Others

How can I transfer my FRESA CLUB membership?

We are sorry, but the transition period has ended on September 30th, 2020. Please complete the process for a new registration.

How can I transfer my Sunroute Club membership?

We are sorry, but the transition period has ended on September 30th, 2020. Please complete the process for a new registration.

SOTETSU HOTELS CLUB Great Value SOTETSU HOTELS CLUBNumerous Benefits!

When you stay at any hotel in the SOTETSU HOTELS group,
you will earn points according to your room rate.
Enjoy discounts on room rates and earn cashback with the points you have accumulated!
In addition, the more you use the official app, the more value you will get!

More value with the SOTETSU HOTELS CLUB app

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