FAQ

Accommodation / rooms
Cleaning of guest rooms for consecutive nights
Facilities
Access / Parking
Food/restaurant
Staying with children
Charges and payment
Others

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?

We're very sorry. Outside lines cannot be reached from the room phones.
*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?

There is an electric kettle in the shelf of the desk in the guest room. Please use that for hot water.

I would like to watch a movie in the guest room, where can I purchase it?

There is a VOD ticket vending machine next to the elevator on each floor where you can purchase a ticket for ¥1,000 for a day.
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?

Pajamas are also available in size LL.
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?

We allow early check-in for ¥1,500 per person from 12:00 p.m.
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?

It can be extended for a fee of 1,000 yen per hour. (Check-out time cannot be extended past 14:00.)

What time is check-out?

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

What time is check-in?

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

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

Is sleepwear available?

Yes, it is. We have prepared a pair of Pajama shirt and pants 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 Internet available in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms. You can connect using your own computer.

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

If Safari's Content Blocker is enabled on iOS devices such as iPhone and iPad, some content may not be displayed properly.
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.

[Free Amenities] * Available on the lobby floor.
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.
連泊の札

Facilities

Is there an ice machine?

Yes, it is on the 2nd floor.
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?

They are on the 2nd floor.
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?

Yes, it is inside the lounge on the 1st floor.
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?

We are sorry, but there is no smoking area in public spaces.

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?

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.

Access / Parking

Is there a parking area?

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

Food/restaurant

Can I buy a breakfast ticket even on the day I will be using it?

Yes, you can purchase it for ¥1,130 (including tax) even on the day you 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?

Yes, they may have breakfast for ¥1,130 together with guests staying at the hotel.
Please use this area when meeting someone, etc.
The meal tickets are sold at the hotel's front desk.

Do you serve breakfast?

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

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

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.

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.

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: 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?

A cancellation fee will be charged starting the day before your scheduled stay.

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?

In order to prevent the spread of the novel coronavirus, our hotel has installed alcohol disinfectant solutions in common spaces, including at the entrance, and we check the temperature of all guests when they check in.
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?

You can purchase the size 100 box for ¥190 (including tax) and size 120 box for ¥230 (including tax) at the front desk.
We have delivery slips for payment on delivery and prepayment.

Can you call me a taxi?

Yes, it is possible.
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?

You may bring it with you, but if you lose it, you will be charged ¥2,000 as reissue fee.
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.?

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 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.

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