FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Bookings
I'd like to book a room with a good view.
I booked online, but I'm not sure if my booking was successful.
I would like to amend or cancel my booking.
Please note that when changing the date of your reservation, the room rate at the time of the change will be applied and may differ from the rate of your original reservation.
When prepaying with a credit card, this payment will be canceled and the rate for the new reservation will be charged.
If you made your booking by telephone, please call the hotel to change or cancel your booking.
Can I book on the day itself?
If there is room availability, you can also make a reservation through our website.
However, please note that we may not be able to accept your reservation depending on availability.
How far in advance can I make a booking?
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.
Can I make same-day reservations after midnight?
I would like to make a reservation but am unable to log in.
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.
Charges and payment
Do you charge different rates for children?
Do you impose cancellation charges?
・Day before stay: 20% of room charge
・Day of stay: 80% of room charge
・No show: 100% of room charge
However, the cancellation policy may be different for certain offers in the event that the plan was reserved online. Information regarding the cancellation policy can be found with the plan information and in your reservation confirmation email.
Can I pay online?
Can I pay with cash at the hotels?
Kindly check the payment methods when booking a room.
If you wish to pay locally, cash is accepted at some hotels.
Can I pay by debit card?
* We do not accept J-Debit.
Can I use electronic money or QR code payment?
LINE Pay、PayPay、d払い、au PAY、Rpay、ALIPAY、WeChatPay
Electronic money other than the above such as PASMO, Suica, Edy, etc. cannot be used. Please be aware of this in advance.
Can I pay by credit card?
*At Fujisawa-Minamiguchi, Saison and UC cards are accepted in addition to the above.
*For credit cards, only straight one-time payment is allowed.
I made a reservation for "advance payment by credit card", but can I change it to "payment on site"?
If you need to make changes, please first cancel the reservation, make a new reservation, and select "Pay on site."
Please note that the available payment methods will vary depending on the hotel, and some hotels only accept cashless payments. Payment at the hotel front desk cannot be settled in cash. We thank you for your understanding in advance.
I made a reservation for "payment on site", but can I change it to "advance payment by credit card"?
If you need to make changes, please first cancel the reservation, make a new reservation, and select "Prepay by credit card."
How is the credit card information entered when making my reservation managed?
The payment company differs based on the reservation number.
[Reservation numbers starting in "T"]
Arrangements by tripla Co., Ltd. and advance payment by credit card are encrypted and linked to a payment agency.
[Reservation numbers with numerals]
Only ZEUS CO.,LTD., the settlement agent, holds this information.
ZEUS CO.,LTD. Customer Support (24 hours a day, 365 days a year) 0570-02-3939
Can I pay in installments?
Can I get a receipt?
If you prepaid with a credit card during reservation, please check the information below as the way receipts are provided differs depending on how you made your reservation.
[Reservation numbers starting in "T"]
When using "Prepay with Credit Card" during your reservation, please issue the receipt online. Receipts can be issued after 12:00 am on the check-out date by going to the reservation confirmation page on the hotel page where the reservation was made or from the URL provided in the confirmation email sent when the reservation was made. While there is no limit to the period or number of times a receipt can be issued, it will be clearly marked "Reissue" from the second time onward.
[Reservation numbers with numerals only]
Please notify the front desk upon check-in.
When will the payment be made? When is the invoice date?
I cancelled my reservation before the cancellation fee was due, but I have not received a refund.
I was unable to pay by credit card. What should I do?
Check that there are no mistakes in the information you entered, that you have not exceeded the limit of your card, and that your card is compatible with 3D Secure, then contact your credit card company.
If you are unable to resolve the issue, contact the hotel directly or make an inquiry here.
[Reservation numbers with numerals only]
Only ZEUS CO.,LTD., the settlement agent, holds this information.
ZEUS CO.,LTD. Customer Support (24 hours a day, 365 days a year) 0570-02-3939
Guest rooms, facilities and other services
Can you make a reservation for restaurants for me?
Can I get food delivered to my room?
Do you have refrigerators stocked with drinks? Are there any vending machines in the hotel?
Please switch on your refrigerator at the power socket and use it to store your own drinks or refreshments.
There are vending machines inside our hotels, and we can also provide you with information on the nearest convenience stores.
Can I get a massage in my room?
What facilities/equipment do you have available for hire?
What is a "Universal Room"?
Are there "non-smoking rooms"?
I will be coming by car. Do you have a car park?
Are evening meals and breakfast included?
Can I make photocopies, send faxes or print documents?
* Printing, copying and fax services are available at a charge.
I need to connect to my company's intranet. Do you provide VPN connections?
Can I access the Internet in my room?
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.
General use of the hotel
Can I bring visitors up to my room to talk?
Does the hotel close at night?
I am going to arrive later than the check-in time I gave when booking.
Can I checkout later?
* The benefits of the membership program will be enjoyed
by those who book their stays via our official site and over the phone.
* Some benefits may not be available depending on the hotel
where you're staying and the details of your booking.
* To use the benefit, you need to authenticate your membership QR code.
Can I check-in earlier?
* The benefits of the membership program will be enjoyed
by those who book their stays via our official site and over the phone.
* Some benefits may not be available depending on the hotel
where you're staying and the details of your booking.
* To use the benefit, you need to authenticate your membership QR code.
Can I leave my luggage with you before checking in/after checking out?
What time is check-in/checkout?
( SOTETSU HOTELS CLUB member ; Early check-in at 14:00 / Late check-out at 12:00 )
* The benefits of the membership program will be enjoyed
by those who book their stays via our official site and over the phone.
* Some benefits may not be available depending on the hotel
where you're staying and the details of your booking.
* To use the benefit, you need to authenticate your membership QR code.
Can minors stay at the hotel without adults?
[Minor Consent Form]
Other questions
Can I post a link to your website?
I would like to send you land or property details for a business hotel.
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