FAQ

faq

FAQ

SOTETSU HOTELS CLUB

Cashback Rewards

Can I enjoy benefits other than cashback even if I book through other companies' reservation sites?

No, you cannot enjoy the benefits if you 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?

Yes, if you make a reservation on the official website or by telephone, you will receive ¥500 cashback per room, per night by becoming a member during your stay. You can also enjoy other membership benefits.
*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)?

You will receive a cashback of 500 yen per night for a set of connecting rooms and for each of the adjoining 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?

Yes, regardless of the payment terms, we will give ¥500 cashback per room, per night only if the guest is a member who booked his/her stay on our official website or by phone. 
*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?

Yes, the Dynamic Package with Flight on the official website will also get ¥500 cashback per room, per night, but only if the guest is a member. 
*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?

Yes, we will give ¥500 cashback per room, per night for bookings made over the phone only if the guest is a member.
*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?

No, the day use plan is not eligible for cashback.

If two persons stay in one room, would we get ¥500 cashback for two persons?

No, we will give ¥500 cashback to the member's accommodation representative only per room, per night.
*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?

No, we cannot deduct the cashback from your accommodation fee.

I forgot to get the cashback when I checked out. Can I receive it at a later date?

We apologize, but we cannot give the cashback to you at a later date.

I booked multiple rooms as a representative. Can I receive the cashbacks for all the rooms?

No, we cannot give cashbacks to the representative in bulk. We will give the ¥500 cashback per room, per night only if the booking is made on the official website or by phone and the representative guest for each room is a member.
*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?

No, it cannot be given to you during your stay. We will give you the cashback upon check-out for the length of stay you paid for.
*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?

Yes, you will be eligible to get the cashback if you join before you check out. If you make a reservation on the official website or by phone, you will receive ¥500 cashback per room, per night when you join the club at the time of check-in.
*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?

Yes, it will be given to you when you 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?

We only give ¥500 cashback per room, per night to guests who are members and who have booked their stay on our official website or by phone. 
*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?

No, you can receive cash only. You will receive 500 yen per room per night in cash at the time of 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.

Stamp Coupon

What does a Stamp Coupon mean?

It is one of the privileges of the SOTETSU HOTELS CLUB.
A stamp is added to the stamp card displayed on the member's My Page for each night stayed.
We issue a JPY 2,000 coupon when you collect 10 stamps.

*Stamps are issued only when rooms are booked through the official website, official app, or on the phone. Stamps are not issued for day-use (no overnight stay) deals.
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.

Where can I get a stamp card?

You can check your stamp card on My Page for members. It is only available in a digital format. We do not issue physical stamp cards.
Stamps will be issued after checking out if you get authenticated with your membership QR code during your stay.
*It takes some time (from Several hours to about 30 hours) to receive stamps after checking out.

How do I book a room to get a stamp?

When a room is booked through the official website or on the phone, one stamp will be issued per night per room if you are a member.
When you stay at the hotel, you need to authenticate your membership QR code at the hotel.
*It takes some time (from Several hours to about 30 hours) to receive stamps after checking out.
*Stamps are not issued for day-use (no overnight stay) deals.

When I stay with one other person in one room, do I get two stamps?

No, the lead guest receives one stamp per night per room if he/she is a member of the hotel
*When you stay at the hotel, you need to authenticate your membership QR code at the hotel.

I have booked multiple rooms as a lead guest. Do I get a stamp for all rooms?

No, the lead guest cannot get stamps for all rooms.
When rooms are booked through the official website or on the phone, the lead guest of each room receives a stamp per night per room if he/she is a member of the hotel.

How many stamps do I get for booking connecting rooms (two rooms connected by an internal door) or adjoining rooms (two rooms next to each other but not connected by a door)?

The lead guest of each room receives one stamp per night per room if he/she is a member of the hotel.
We issue one stamp per night for a set of connecting rooms and for each of the adjoining rooms.
*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. Can I receive stamps during my stay, before checking out?

No, stamps cannot be issued during your stay. Stamps will be issued after checking out.
*It takes some time (from Several hours to about 30 hours) to receive stamps after checking out.

Do I get stamps if I became a member when checking in?

Yes, it will be eligible if you become a member before checking out.
One stamp per night per room will be issued if you book a room through the official website or on the phone and become a member before checking out.
Once you become a member, you need to get authenticated with your membership QR code at the front desk before checking out.
Stamps will not be issued if you do not get authenticated.
*Stamps are not issued for day-use (no overnight stay) deals.

Is there an expiration date to the stamp card?

The expiration date of the stamp card is one year from the last stamp date.
The accomodation dates are indicated instead of the dates you received the stamps.
Now, as it takes a certain time (from Several hours to about 30 hours) to receive stamps after checking out, the expiration date may be extended about a day, if you receive the stamps on the next day.
The expiration date is shown at the lower right of the stamp card (on My Page for members)

There is no accommodation history for November 7th 2023, but there is a stamp affixed to the stamp card dated November 7th.

The stamp coupon started on November 7, 2023, reflects the accommodation count from January 1, 2023, to November 6, 2023, on the stamp card by backtracking. The count until November 6th has been unified and reflected on the stamp card with the date of November 7th, which is the program switching day.

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.

After entering your email address when the membership registration process, click the "Agree to Terms of Service and Next" button if you agree to proceed to the next screen. After confirming your email address, click the "Send email" button if the email address is correct. We will automatically send you an email with the PIN code to register to the email address you entered.   * When you click the "Send email" button, a screen for entering the PIN code will Appsear. Please do not close the screen and check the email.
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 use the Apps 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.

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.

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.
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?

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

What is smart check-in with QR code?

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

Can I use a printed membership QR code?

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.
*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?

We offer "Hotel Original Benefits. " For more details, please check here.

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?

If the guest holds up the membership QR code to the code reader at the front desk when check-in or before check-out, the guest can receive the benefits. However, if the person making the reservation is not a member of the SOTETSU HOTELS CLUB, points and coupons cannot be used when making a reservation on the official 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?

Yous can get the benefits if you join the membership during your stay.
*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?

Coupons and other discount vouchers cannot be used together.

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

You will get back your coupon even if you cancel your reservation. You can use the coupon again.
Please note that the coupon will not be returned if it has expired.

How do I use the coupons received?

The coupon can be used only at the time of reservation through the official website or the official app, and only if you choose to use the coupon.
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 Sotetsu Fresa Inn Seoul Myeong-dong, THE SPLAISIR SEOUL MYEONG-DONG / SEOUL DONGDAEMUN and HOTEL SUNROUTE TAIPEI.

Does the coupon have an expiration date?

Each coupon has a different expiration date. You can check your coupons from the Apps or from "Coupon" on the My Page. Please check the "Coupon" screen for details, including precautions for using coupons.

Can I use Coupons at hotels abroad (outside Japan)?

You can use Coupons as per the exchange rate on the date of your booking.
SOTETSU GRAND FRESA SAIGON
Oct.  2023: JPY 1 = VND 163.93
Nov.  2023: JPY 1 = VND 163.74
Dec.  2023: JPY 1 = VND 162.41
Jan.  2024: JPY 1 = VND 170.45
Feb.  2024: JPY 1 = VND 166.62
Mar.  2024: JPY 1 = VND 163.71

SOTETSU GRAND FRESA TAIPEI XIMEN
Nov.  2023: JPY 1 = TWD 0.2135
Dec.  2023: JPY 1 = TWD 0.2135
Jan.  2024: JPY 1 = TWD 0.2189
Feb.  2024: JPY 1 = TWD 0.2121
Mar.  2024: JPY 1 = TWD 0.2102

SOTETSU GRAND FRESA BANGKOK
Feb.  2024: JPY 1 = THB 0.2451
Mar.  2024: JPY 1 = THB 0.2387

*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).

QR Code

Is the membership QR code different for each reservation?

No, each member will get one membership QR code.

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

There are membership QR codes in the Apps and My Page.
*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.

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 9.0 or later

I don't have a smartphone. How can I use the benefits?

Please login to your My Page on your computer and print out the membership 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 membership QR code during your stay to enjoy your membership benefits. Thank you for your understanding.

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

We are sorry to inform you that you will not get the benefits if we cannot read your membership QR code.

How do I install (download) the Apps?

[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 9.0 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. The problem may be solved by reinstalling the Apps. 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'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.

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. 
Accounts cannot be merged; please delete any unnecessary accounts.     

Smartphone Check-In

How do I use Smartphone Check-In?

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

You can use this service by displaying the membership QR code on the My Page with your smartphone and holding up your smartphone over the code reader installed at the front desk.

"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.

Others

I would like to make a reservation but am unable to log in.

If an error message is displayed, Please go to the inquiry form and put the content of the error message and that you are unable to log in as a member in the Inquiry field.

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 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.

The display regarding points has been removed.

"Point Program" expired on October 5th, 2023. Click here for more information.

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