FAQ

FAQ

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

Accommodation / rooms

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 there any cell phone charger ?

It is available at the reception desk.Please understand that they are limited.

Is the Internet available in the guest rooms?

Wi-Fi is available throughout the hotel for free. You can connect to your own devices. If you need LAN cables, please contact to the reception.

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, refrigerator, toilet with washing machine, air purifier, hair dryer, electric kettle
Please feel free to contact the hotel if you have any other questions.
 

Facilities

I know that all of the rooms are non-smoking, but is there a place I can smoke?

Please use the smoking booth on the front floor.

Does the reception desk open 24 hours ? Is it possible to arrive late at night?

Yes, it opens 24 hours. Please contact us if you arrive after 12:00 a.m. Please understand that a room might not be available if you do not contact us in adavance.

Access / Parking

Do you have the parking space?

No, we do not. Please use parking space nearby.

Food/restaurant

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

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.

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 payments. 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 payments.
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: 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 payments.

Others

I'd like to make a corporate contract.

We apologize for the inconvenience, but please call the hotel directly or use the contact form for this inquiry.

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 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 in advance?

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.

SOTETSU HOTELS CLUB Great Value Cashback Membership Program Numerous Benefits!

Membership program renewal on September 28, 2021
From point program to cashback!

More value with the SOTETSU HOTELS CLUB app

  • App Store
  • Google Play
  • QRコード

SOTETSU HOTELS CLUB

SOTETSU HOTELS CLUB
See the details

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