FAQ

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.

Please ask a member of hotel staff when making your booking. If you are booking online, please put your request in the "Comments" section. Please be aware that it may not be possible to meet such requests, depending on the availability of guest rooms.

I booked online, but I'm not sure if my booking was successful.

If you made your booking online via our website, you can check details of your booking on the website itself.

I would like to amend or cancel my booking.

If you made your booking online via our website, you can amend or cancel your booking by going to the "Amend or Cancel Booking" page. If you made your booking by telephone, please call the hotel to change or cancel your booking.

Can I book on the day itself?

Yes, we do. Please give us a call and we will check the availability of the rooms.
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?

We accept bookings from six months in advance, on average. (It differs depending on the hotel.) For full details, please check the relevant page on the each hotel page.

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.

Charges and payment

Do you charge different rates for children?

Yes. Rates for children vary depending on the hotel. Please see the available options at each of our hotels for details.

Do you impose cancellation charges?

Yes. Cancellation charges are as follows.
・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?

Only some hotels can accept Paypal for payment. We apologize for the inconvenience. For hotels that are not eligible, please pay at the reception desk during check-in.

Can I pay with cash at the hotels?

Available payment methods differ from hotel to hotel. Please check the website of each hotel for details.
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 only accept VISA Debit and JCB Debit.
* We do not accept J-Debit.

Can I use electronic money or QR code payment?

You can use the following QR code payment methods.
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?

Yes. We accept VISA, MASTER, JCB, American Express, Diners, UnionPay, Discover Card, and Sotetsu 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.

Guest rooms, facilities and other services

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 get food delivered to my room?

Details are available at each of our hotels. Please make arrangements on arrival.

Do you have refrigerators stocked with drinks? Are there any vending machines in the hotel?

Guest rooms are equipped with refrigerators, but they are not stocked with drinks.
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?

Details are available at each of our hotels. Please make arrangements on arrival.

What facilities/equipment do you have available for hire?

Details are available for each of our hotels on the "Facilities" page.

What is a "Universal Room"?

Our Universal Rooms are "barrier-free" rooms that are designed so that disabled guests can enjoy their stay with total confidence.

Are there "non-smoking rooms"?

Yes. If you wish to smoke in your room, please request a smoking room when making your booking.

I will be coming by car. Do you have a car park?

Parking facilities vary depending on the hotel. For details, please see the "Location" page on the relevant hotel's website.

Are evening meals and breakfast included?

Breakfast and evening meals are included with certain options only. Please see individual options for details. You may also request breakfast on arrival at your hotel.

Can I make photocopies, send faxes or print documents?

Please ask at reception if you wish to make a photocopy, send a fax or print a document. We have a full range of business facilities available.
* Printing, copying and fax services are available at a charge.

I need to connect to my company's intranet. Do you provide VPN connections?

Yes. Please select VPN on the option screen when connecting to the Internet. As we have a limited number of global IP addresses however, please be aware that VPN connections may be unavailable in some cases, if they are being used by other guests.

Can I access the Internet in my room?

Yes. All guest rooms are equipped with high-speed Internet connections (up to 100Mbps)

General use of the hotel

Can I bring visitors up to my room to talk?

Guest rooms are for the use of guests only. Please meet any visitors in the lobby.

Does the hotel close at night?

The main entrance will be closed from 1:00am, but you will still be able to access the hotel after that time using your room key. Please make sure that you take your room key with you when leaving the hotel.

I am going to arrive later than the check-in time I gave when booking.

If you are going to arrive later than your scheduled check-in time, please call the hotel to let them know.

Can I checkout later?

If you wish to request a late checkout, please call a member of staff. If you are a SOTETSU HOTELS CLUB member, you may delay your checkout time from 11:00 to 12:00 free of charge.

Can I check-in earlier?

Check-in is from 15:00 onwards as a rule, to allow time to clean guest rooms. If you wish to request an early check-in however, please ask a member of staff. If you are a SOTETSU HOTELS CLUB member, you can check-in from 14:00.

Can I leave my luggage with you before checking in/after checking out?

Yes. You can leave your luggage at reception, either before checking in or after checking out. Please feel free to ask a member of staff.

What time is check-in/checkout?

Check-in is from 15:00 onwards. Check-out is no later than 11:00. 
( SOTETSU HOTELS CLUB member ; Early check-in at 14:00 / Late check-out at 12:00 )

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 FAQ page in the hotel where they would like to stay at.
[Minor Consent Form]
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Other questions

Can I post a link to your website?

We want to provide as many people as possible with information via our website, so you are more than welcome to post a link to our website (*free to link). For full details, please see our "Site Policy".

I would like to send you land or property details for a business hotel.

Please contact us by telephone or using the"Inquiry Form" on our website.

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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.
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.

Setting Procedure