FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
Can I call an outside line from the room phone?
*You can only call extension numbers in the hotel.
For those who wish to make an outside call, you may use the pay phone in the front lobby.
(Outside calls will be charged.)
Can I have hot water?
I would like to watch a movie in the guest room, where can I purchase it?
You can also do it through the TV in the guest room.
If you use your smartphone to read the QR code for payment that will be shown in the movie guide, you can purchase the movie by paying with credit card.
*The movies (VOD) are updated every day at 12:00 p.m..
If you purchase before 12:00 p.m., it will expire midway through.
The pajamas in the guest room are too small for me, do you have a larger size?
These are limited in number, so please let us know as soon as possible if you would like to use them.
Do you offer early check-in?
If the room will be used by two persons, you will be charged ¥2,000.
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?
What time is check-out?
*Check-out time varies depending on some plans.
What time is check-in?
*Check-in time varies depending on some plans.
Can minors stay at the hotel without adults?
Minor Consent Form
Is sleepwear available?
Is Internet available in the guest rooms?
Is nothing happening even when you press the "Search Booking" button on your smartphone?
We apologize for the inconvenience, but please try again after temporarily disabling the content blocker settings on your device.
As of June 2021, the inability to display content has been confirmed with TREND MICRO's "Virus Buster Mobile." However, even if you use other ad blocking apps, you can resolve the issue through the same procedure.
1. Tap "Settings" on your device.
2. Scroll down the screen, then tap "Safari".
3. Tap "Content Blockers".
4. Turn off the app that is displayed on the "Content Blockers Allowed".
※The operation method may vary depending on the device or iOS version. For details, please contact the support desk for your device.
Please tell me about the equipment and amenities in the rooms.
Toothbrushes, hairbrushes, razors, cotton buds, bath salts, body sponges, skin care products, coffee/tea/green tea
[Room Amenities]* Available in the guest rooms.
2-piece pajamas, disposable slippers, towels, shampoo, conditioner, body soap, deodorant spray
[Room Amenities]
LCD TV, free Wi-Fi, internal telephone, cold storage, toilet with washing machine, air purifier, hair dryer, electric kettle
Other amenities Electric kettle
Please feel free to contact the hotel if you have any other questions.
Cleaning of guest rooms for consecutive nights
Do you clean guest rooms everyday?
If you wish for the rooms to be cleaned by our staff, please post the blue-colored card on the door outside by noon. If the card is not posted, please note beforehand that our staff will not enter the room.
If you only wish for new towels, please post the orange-colored card on the door outside by noon.
The towels will be provided in front of the door.
*Due to sanitation concerns, our staff will enter the room for cleaning after every 3 nights of stay, regardless of whether or not the guests have requested for such service. The staff will also enter the rooms for the purpose of room maintenance, legal inspections and for emergencies, even on days where cleaning has not been scheduled. We would appreciate your understanding and cooperation.
*Excluding certain hotel locations.
Facilities
Is there an ice machine?
We also have plastic cups are available next to the ice machine, so please feel free to use them.
Do you have coin laundry machines?
The fee is ¥300 for 35 minutes for washing only. The detergent is automatically loaded into the machine.
*Please drop by the front desk if you need to exchange money.
Do you have a microwave oven?
If you wish to use the microwave when the lounge is closed, please ask our any of our front desk staff who are available 24 hours a day.
*Lounge opening time: 11:00 a.m. - 12:00 a.m.
Is there any place to smoke in the hotel?
Guests who smoke must reserve a smoking room.
We have smoking rooms and non-smoking rooms.
Is the reception desk open 24 hours a day? Is it okay if I arrive late at night?
Access / Parking
Is there a parking area?
Food/restaurant
Can I buy a breakfast ticket even on the day I will be using it?
Guests who are not staying at the hotel can also purchase a ticket, so if you wish to purchase a ticket, please do so at the front desk.
Can anyone other than the guests staying at the hotel have breakfast in the lounge?
Please use this area when meeting someone, etc.
The meal tickets are sold at the hotel's front desk.
Do you serve breakfast?
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
Charges and payment
When should I pay the accommodation fee?
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.
Which payment methods do you accept?
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.
What if I don't have a credit card?
QR code payment accepted: credit cards, 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.
What is the cancellation policy?
For a scheduled stay of multiple nights, the prescribed cancellation fee will be charged out of the lodging fee (with tax included) for the first night.
Previous day cancellation: Cancellation fee equal to 20% of the lodging fee including tax
Same day cancellation: Cancellation fee equal to 80% of the lodging fee including tax
No-show without notification: Cancellation fee equal to 100% of the lodging fee including tax
If you would like to change or cancel your reservation, please do so at least 2 days before your scheduled stay.
Please note that cancellation fees may differ for other offfers or groups.
Please inquire by phone or email with any questions.
Others
What measures are you taking against the novel coronavirus?
We have also suspended the original buffet-style breakfast. When you enter the venue, the breakfast staff will hand you a tray that they have arranged in advance in order to avoid an unspecified number of customers touching tongs or the like.
You can still have refills as before, so please feel free to let us know how much more you want.
In order to prevent close contact among guests, we are spreading out the chairs more than usual, installing acrylic panels, and distributing cases for holding masks.
I'd like to send a package. Can I get a cardboard box?
We have delivery slips for payment on delivery and prepayment.
Can you call me a taxi?
However, in the case of advance booking, the pick-up and booking fees be ¥840, which would be collected separate from your fare.
If you book just before your ride, you will need to pay the taxi company ¥420 as pick-up fee.
Is it OK if I bring my room key when I go out?
If you are unsure, please let us know as our front desk staff can keep it for you.
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
Can I leave my bags at the hotel before checking in or after checking out?
Can you make a reservation for restaurants for me?