FAQ
faq
For frequently asked questions about accommodations (bookings) and payment,
please check each brand's website.
SOTETSU HOTELS CLUB
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 located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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 JPY 200 cashback per room, per night.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of cashback.
*Regarding other benefits, "Connecting rooms apply to one room" and "Adjoining rooms apply to each room" are eligible for the offer.
*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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 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?
(Not applicable: JTB dynamic package “JTBMySTYLE” listed on some hotels' official websites is not eligible for Sotetsu Hotels Club benefits, including cash back.)
*THE POCKET HOTEL will give ¥200 cashback per room, per night.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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 located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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.
*Sotetsu Grand Fresa Bangkok offers cashback of THB 100 per room per night.
*Hotels located in Korea, Taiwan, and Vietnam offer other benefits in place of 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?
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?
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 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?
*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?
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)?
We issue one stamp per night for a set of connecting rooms and for each of the adjoining rooms.
*Regarding other benefits, "Connecting rooms apply to one room" and "Adjoining rooms apply to each room" are eligible for the offer.
*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?
*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?
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 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.
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?
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?
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.
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 Sotetsu Fresa Inn Seoul Myeong-dong, THE SPLAISIR SEOUL MYEONG-DONG / SEOUL DONGDAEMUN and HOTEL SUNROUTE TAIPEI.
Does the coupon have an expiration date?
Can I use Coupons at hotels abroad (outside Japan)?
SOTETSU GRAND FRESA SAIGON
May 2024: JPY 1 = VND 163.00
Jun. 2024: JPY 1 = VND 162.31
Jul. 2024: JPY 1 = VND 159.46
Aug. 2024: JPY 1 = VND 164.32
Sep. 2024: JPY 1 = VND 172.13
Oct. 2024: JPY 1 = VND 170.01
SOTETSU GRAND FRESA TAIPEI XIMEN
May 2024: JPY 1 = TWD 0.2091
Jun. 2024: JPY 1 = TWD 0.2054
Jul. 2024: JPY 1 = TWD 0.2035
Aug. 2024: JPY 1 = TWD 0.2125
Sep. 2024: JPY 1 = TWD 0.2210
Oct. 2024: JPY 1 = TWD 0.2204
SOTETSU GRAND FRESA BANGKOK
May 2024: JPY 1 = THB 0.2380
Jun. 2024: JPY 1 = THB 0.2333
Jul. 2024: JPY 1 = THB 0.2301
Aug. 2024: JPY 1 = THB 0.2355
Sep. 2024: JPY 1 = THB 0.2357
Oct. 2024: JPY 1 = THB 0.2265
*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?
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.
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'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 transfer my FRESA CLUB membership?
How can I transfer my Sunroute Club membership?
The display regarding points has been removed.
How did you determine the options for “Country/Region” in the Sotetsu Hotels Club Membership Information?
For Japanese, we refer to the English short name mentioned above and register the Japanese translation as an option.