FAQ

FAQ

Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.

Accommodation / rooms

What time is check-in?

Check-in time begins at 3:00 p.m.
*Check-in time varies depending on some plans.

What time is check-out?

Normal check-out time is 11:00 a.m.
*Check-out time varies depending on some plans.

Is the reception desk open 24 hours a day? Is it okay if I arrive late at night?

Yes, it is open 24 hours a day. Please contact us if you will be arriving after 12:00 a.m. Please understand that a room might not be available if you do not contact us in that case.

Do you offer early check-in?

We allow early check-in for ¥1,000 per room from 12:00 p.m. However, we may not be able to accommodate your request depending on the situation on the day of your stay, so please contact the hotel in advance if you would like to avail of this option.

Can my check-out time be extended?

It can be extended for a fee of 1,000 yen per hour. (Check-out time cannot be extended past 14:00.) Further, please be aware that depending on the day, an extension to your check-out time may not be possible. We ask for your understanding.

Is Internet available in the guest rooms?

If you bring your computer or Internet-ready device, you can connect it with a LAN cable or Wi-Fi.
The front desk will lend you the LAN cable.
The Wi-Fi password is provided on the desk in your room.

Please tell about the equipment and amenities in guest rooms.

[Common amenities and fixtures in all guest rooms]
Shampoo, conditioner, body soap, towels, gown-type pajamas, slippers, hair dryer, electric pot, mugs, deodorizing spray, and air purifier are provided.
There is none in the guest rooms, but there is a free amenity corner at the lobby of the main building.
We offer toothbrush, body sponge, razor, shower caps, hairbrushes, bath salts, facial cleaners, face wash, face lotion, milky lotion, and hair dressing products. Please feel free to use them.

Can I watch DVD in the room?

You cannot watch DVDs at our hotel. Instead, "Video on Demand" is available. You can watch a lot of movies from 12:00 p.m. on the day of your stay until 11:00 a.m. the next day with a ¥1,000 yen ticket. Please use it.
Please note that customers under the age of 18 are not allowed to avail of this service.

Do you have face lotion and milky lotion in the guest room?

We have them in the free amenity corner at the lobby on the 1st floor of the main building. Please help yourself.

Can I call an outside line from the room phone?

We're very sorry. Outside lines cannot be reached from the room phones.
We have a pay phone at the lobby on the 1st floor, so please use it when making an outside call.
(Pay phones are exclusively for domestic calls.)

The height of the pillows did not suit me. Are there pillows with a different height?

They are limited in number, but we offer two types of pillows at the front desk that are different from the regular ones: Tempur pillows and memory foam pillows. Please feel free to ask.

Can minors stay at the hotel without adults?

Minors are able to stay without adults, but they need to get a permission from their parents. We request to write a consent form to their parents, and minor guests need to print out/submit the form to us when they check in. If they refused to write/submit a consent form, we cannot allow minor guests to stay at our hotel. Please download the consent form below;

Minor Consent Form

Can you put me on the waiting list?

We are sorry, but we do not have a waiting list.
We apologize for the inconvenience, but please set aside some time to search for room vacancy again or contact the hotel.

Is sleepwear available?

Yes, it is. We have prepared gown type pajamas in your room. If you need a bigger size or a children's size, please contact us when you make your reservation, as we have a limited number.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

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Facilities

Do you have a safe deposit box?

We don't have one in the guest rooms.
For valuables, you may put them in a valuables bag at the front desk and we will store them in the hotel's safe.
Please note that we may not be able to store your valuables depending on their size and value.

Can I drink the water in the room?

Yes, you can drink it.
Our hotel has a water purification system installed in the entire building, so even the water in the unit bath in the guest rooms is purified. Savor delicious water from SOU-BI-SUI.

What is a SOU-BI-SUI?

It is the name of the water provided by our hotel. We have installed a water purification system in the entire building, so guests get to enjoy purified water throughout our hotel, including the water coming out of the faucets and showers in the unit baths and the toilet with bidet function in the guest rooms, as well as the water from the faucets in common areas and the water used for laundry. Experience water that is not only delicious but is also gentle on the skin with SOU-BI-SUI.

Why does SOU-BI-SUI taste delicious and why is it good for the body?

The water purification system installed in the entire building removes dirt and rust from tap water, and reduces the amount of residual chlorine in the water to an amount that is in the lower levels of the legal concentration limit, making the water hypoallergenic.

Do you have an ice machine?

There is an ice machine that you can use for free inside the vending machine corner on the 2nd floor. Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.

Do you have any space to smoke?

The guest rooms are made up of smoking and non-smoking rooms.
Guests who smoke should reserve a smoking room.
There are no facilities such as smoking spaces in the hotel, except for the smoking rooms.

Do you have coin laundry machines?

They are on the 2nd floor of the annex.
The price can be chosen according to the amount of laundry to be washed.
From washing to drying (3kg): ¥600 per load
From washing to drying (1kg): ¥500 yen load
Washing only (6kg): ¥300 per load
Drying only (3kg): ¥100 per load
Detergent not required (it will be automatically loaded from the washing machine).
For guests staying at the main building, there is a dedicated elevator key that will be lent to you. We are terribly sorry for the inconvenience, but please stop by the front desk if you will be using the laundry area.
*There is no money changing machine in the laundry room. Only ¥100 coins can be used on the machines, so please drop by the front desk if you need to exchange money.

Are there vending machines in the building?

Vending machines are located on the1st floor of both the main building and the annex.
There are vending machines for soft drinks, alcoholic beverages, and cup noodles (main building only).
We have no cigarette vending machines. We are sorry, but please purchase cigarettes at the convenience store nearby.

Is there a grand bath?

We are sorry, but we do not have a large bathhouse.
There is a unit-type bath in the guest rooms. We also have bath salts available at the lobby's free amenity corner, so please use them.
*Some guest rooms have separate bathroom and toilet.

Do you lend scissors, fruit knives, etc.?

We lend scissors. However, for safety reasons, you can only use them at the front desk or lobby. (You cannot bring them to your room.)
We do not lend fruit knives. Thank you for your understanding in advance.

Access / Parking

Please tell me how to get there from Akasaka Station.

Get out from Exit 6 of Akasaka Station on the Tokyo Metro Chiyoda Line, walk for about a minute to the left, and you will see our hotel a few doors away.
Exit 6 is not available from 10:00 p.m. to 6:00 a.m., so please use Exit 4 then.
Get out from Exit 4, cross the sidewalk in front of you, and walk to the right for about 2 minutes.

Please tell me about access from Narita Airport.

There are two access methods. Travel time for both is about an hour and 10 minutes.
Narita Airport ⇒ (Keisei Limited Express Skyliner) ⇒ Nippori Station ⇒ (JR Yamanote Line) ⇒ Nishi-Nippori Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station
Narita Airport ⇒ (JR Narita Express) ⇒ Tokyo Station ⇒ (Tokyo Metro Marunouchi Line) ⇒ Kokkai-Gijidomae  Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station

Please tell me about access from Haneda Airport.

Haneda Airport ⇒ (Tokyo Monorail) ⇒ Hamamatsucho Station ⇒ (JR Yamanote Line) ⇒ Yurakucho Station ... 5-minute walk … Hibiya Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station
Travel time is about 50 minutes.

Please tell me about access from Tokyo Station.

There are two access methods. Travel time for both is about 20 minutes.
1: [Recommended for those who are at the Yaesu Gate of Tokyo Station]
 Tokyo Station ⇒ (JR Yamanote Line) ⇒ Yurakucho ... 5-minute walk ... Hibiya Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station
2: [Recommended for those who are at the Marunouchi Gate of Tokyo Station]
 Tokyo Station ⇒ (Tokyo Metro Marunouchi Line) ⇒ Kokkai-Gijidomae Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station

Please tell me about access to Tokyo Disney Resort.

Akasaka Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Hibiya Station ⇒ (Tokyo Metro Hibiya Line) ⇒ Hatchobori Station ⇒ (JR Keiyo Line) ⇒ Maihama Station
Travel time is about 40 minutes.

Please tell me about access to Tokyo Skytree.

Akasaka Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Otemachi Station ⇒ (Tokyo Metro Hanzomon Line) ⇒ Oshiage Station
Travel time is about 35 minutes.

How far is it to Akasaka Sacas?

It's about a 2-minute walk.

How far is Tokyo Midtown?

It's about a 15-minute walk away.

Is there a parking area?

This hotel does not have a dedicated parking area. Please use a paid parking service nearby.

Are there any convinience stores nearby?

There is a FamilyMart two doors down from our hotel. There is also a 7-Eleven in the neighborhood and it is within a 5-minute walking distance. 

Food/restaurant

Do you serve breakfast?

Yes, we do. Please refer the breakfast page for details.

Do you have Japanese breakfast?

We are terribly sorry, but we do not have Japanese breakfast.
For guests who wish to eat Japanese cuisine, we will mainly guide you to the nearby beef bowl restaurant chain (open 24 hours a day).

Staying with children

Are there any charges for children or accommodation charges for children sleeping in the same bed?

Children who have not yet entered elementary school (until graduating from kindergarten/preschool) can stay for free. The adult charge applies to children of elementary school age or older. For example, for one adult and one child of elementary school age or older staying together, please reserve according to the price for two adults.

Charges and payment

I'd like to pay by bank transfer.

You may pay by bank transfer no later than 3 business days prior to your check-in date.
In addition, please contact the hotel in case of bank transfer.
*If you pay for your accommodation charges or cancellation fee by bank transfer, the transfer fee shall be borne by the guest. We ask for your understanding in advance.

What if I don't have a credit card?

In addition to credit cards, we accept the following QR code payments. We are sorry for the inconvenience, but we ask that you prepare QR code payments for your stay with us.

QR code payment accepted: ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay
*You may use credit cards and QR code payment at the front desk of the hotel. We do not accept cash payment.

Which payment methods do you accept?

We accept the following credit cards and QR code payment. We do not accept cash payment.
credit cards accepted: VISA,MasterCard,JCB,American Express,Diners,Discover card, Union Pay
QR code payment accepted:  ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay

*Only one-time payment is accepted for credit cards.
*You may use credit cards and QR code payment at the front desk of the hotel.

When should I pay the accommodation fee?

Payment is expected at the reception desk upon check-in. We kindly ask that you contact the hotel if someone other than the overnight guests will be paying, as we require payment before check-in for such cases.

We accept cashless payments only. We do not accept cash payment. You may use credit cards and QR code payment at the front desk of the hotel. Please take notice of this.

We accept the following credit cards and QR code payment.
credit cards accepted: VISA, MasterCard, JCB, American Express, Diners, Discover card, Union Pay
QR code payment accepted:  ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay
*Only one-time payment is accepted for credit cards.

Others

Can I leave my bags at the hotel before checking in or after checking out?

Yes, you can leave your bags at the front desk before checking in and after checking out. Feel free to ask. However, this is only available on the same day of checking in or out, and we cannot hold very large bags, large amounts of baggage, or items that require refrigeration or freezing. For more information, please contact each hotel.

Can you make a reservation for restaurants for me?

We are afraid, but we do not make a reservation for restaurants or tickets of amusement parks on behalf of the guests. Thank you for your understanding.

Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?

Yes, please send these items to the hotel and write the name of the staying guest and check-in date. We will hold items for one week before check-in. We cannot hold very large bags, large amounts of baggage, or items that require refrigeration or freezing. For more information, please contact each hotel. Also, please note that we will not pay cash on delivery, so make sure to pay when sending the items. For more information, please contact each hotel.

Can I send items by courier from the hotel?

We handle shipping through Yamato Transport. We also have cardboard boxes available for sale. Packages will be shipped without a cover, so please let our staff know should you require one.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.

Please keep in mind, we only handle shipping requests and orders by cash on delivery.

Can I exchange foreign currencies?

We are terribly sorry, but we do not exchange money.
Please go to the front desk so they can guide you to places where you can exchange money in the neighborhood.

Can I order a massage service?

You can avail of this service.
Details of the menu and prices are provided in your room.
Business hours: 8:00 p.m. - 2:00 a.m. the next morning
Reception hours: 7:30 p.m. - 2:00 a.m. the next morning

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