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.

What kinds of amenities do the rooms have?

Each room contains amenities such as:
・Pajamas (top and bottoms separate)
・Disposable Slippers
・Various Towels
・Shampoo
・Conditioner
・Body Soap
Additionally, various free amenities are available.

Can I choose a specific room?

We're very sorry. We assign the rooms ourselves in order that all of our guests can have a pleasant stay. You won't be able to designate your room or floor. Designations will be accepted as requests, but please understand we cannot guarantee your selection.

Are there low pillows?

We lend several types of pillows at the front desk. We have only a limited number in stock, so please contact us.

Is there a trouser press?

It is installed in all guest rooms.

Are there any items that can be borrowed from the hotel?

We've prepared several items that can be borrowed for your use.
Please inquire at the front desk.

・ Pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・ Desk lamp

Do you offer early check-in and late check-out?

Depending on the state of cleaning of guest rooms on the day of your stay, we allow early check-in and late check-out at the rate of ¥1,000 per hour.
(Normal check-in time: 3:00 p.m., normal check-out time: 11:00 a.m.)
Early check-in is available from 12:00 p.m. while late check-out is up to 2:00 p.m.
*Please be advise that there may be times when you cannot avail of this service.

Do you offer early check-in?

We begin accepting check-in is at 12:00pm. We charge 1,000 yen for each hour between 12:00pm and 3:00pm. In some circumstances, the cleaning status of the room may mean that early check-in is not an option. We ask for your understanding.

Do you offer any drinks other than green tea as an amenity?

Yes, several varieties of coffee and black tea are available in the front lobby.
*The details may be changed without prior notice. Thank you for your understanding.

Can my check-out time be extended?

Check out time is normally 11:00am, but it can be extended for a fee of 1,000 yen per hour. (Check-out time cannot be extended past 2:00pm.) Further, please be aware that depending on the day, an extension to your check-out time may not be possible. We ask for your understanding.

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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

Can I drink the water in the room?

Yes, you can drink it.
Our hotel has a water purification system installed in the entire building, so even the water in the unit bath in the guest rooms is purified. 

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

Yes, it is located on the first floor.

How is the hotel security?

The hotel uses a contactless IC card key system.
The elevator is set up so that when riding, you need to bring your card key to the sensor and then press the button for your room floor.
Non-guests will be unable to enter.

Are there vending machines in the building?

Yes, located in the vending corner on the 3rd floor - 12th floor. We've prepared options ranging from soft drinks to alcohol.

Is there a coin laundry or microwave available?

Yes, located in the vending corner on the 2nd floor.

Is there an ice machine?

Yes, there is. There is a free ice machine in the vending corner on the 3rd floor - 12th floor, so please feel free to use it. Cups are provided for the ice machine.

Access / Parking

Is there parking?

There are 4 private parking spaces at the hotel（appointment-only）. When it is full, please use the nearby coin parking.

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 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: 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.

Can I pay with a QUO Card?

Unfortunately, we cannot handle payments made using a QUO Card. We ask for your understanding.

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.

Will you hold my luggage for me before check-in/after check-out?

Yes.　We will hold you luggage.
Luggage can be held until and during the day of your check-out date.
However, we cannot hold luggage overnight. We ask for your understanding.

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 stay with my pet(s)?

We're very sorry we cannot allow guests to stay together with their pets. We ask for your understanding.

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.

Can I meet someone who isn't a guest of the hotel on the premises?

For security reasons, we ask that you refrain from allowing individuals other than hotel guests into your room. Please conduct such meetings in the lobby.

Is there a curfew?

No, there's no curfew. However, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.
In addition, the entrance is security-locked from 1:00 a.m. to 5:00 a.m.
If you are arriving at the hotel during that time, please call up the front desk through the intercom.
Checked-in guests can release the security lock and open the door by touching their card key on the card key reader beside the intercom.

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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