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?
Minor Consent Form
Is sleepwear available?
Is there any cell phone charger ?
What kinds of amenities do the rooms have?
・Pajamas (top and bottoms separate)
・Disposable Slippers
・Various Towels
・Shampoo
・Conditioner
・Body Soap
Additionally, various free amenities are available.
*Other amenities are available for your choice in the lobby.
Can I choose a specific room?
Can I call an outside line from the room phone?
Are there low pillows?
Is there a trouser press?
Are there any items that can be borrowed from the hotel?
Please inquire at the front desk.
・ Curl dryer
・ Straight iron
・ Foam pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・ Trouser press
・ Three sided mirror
・ Desk lamp
・ Ice bucket
・ Cold compress
Do you offer early check-in and late check-out?
(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.
Can my check-out time be extended?
Do you offer any drinks as an amenity?
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.
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.
Facilities
Can I drink the water in the room?
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. Savor delicious water from SOU-BI-SUI.
What is a SOU-BI-SUI?
Why does SOU-BI-SUI taste delicious and why is it good for the body?
I know that all of the rooms are non-smoking, but is there a place I can smoke?
How is the hotel security?
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.
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.
Is there a computer I can use for free?
Are there vending machines in the building?
Is there a coin laundry or microwave available?
Is there an ice machine?
Access / Parking
Is there parking?
Affiliated Parking Lot: EKI CITY HIROSHIMA Parking Lot
(EKI CITY HIROSHIMA 4-8F, Capacity: 498 vehicles, Vehicle Restrictions (Height): 2.1m or less)
Address: 3-1 Matsubara-cho, Minami-ku, Hiroshima-shi, Hiroshima
Hours of operation: 15:00 - 11:00 a.m. (the following day)
Fee: 1,000 yen
After 11:00 a.m., an additional fee of 200 yen will be charged for every 30 minutes.
[How to use]
- Present your parking ticket at the front desk when you check in the hotel.
- Settle the payment at the front desk. After payment, you will receive a 1000 yen service ticket.
- Use the elevator at gate B of the EKI CITY HIROSHIMA parking lot to go up to your parking floor.
- Please follow the machine's settlement method before leaving the parking lot and insert the tickets into the "parking service ticket slot" of the machine in the direction of the arrow as following order: 1: the parking ticket 2: the 1000 yen service ticket
[Notes]
Parking service tickets cannot be exchanged for cash and changed with others.
Please note that parking is on a first-come, first-served basis, and you may be asked to wait if the parking is full.
Food/restaurant
Do you serve breakfast?
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
Charges and payment
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.
When should I pay the accommodation fee?
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, MasterCardMasterCard, 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?
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?
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.
Can I pay with a QUO Card?
Can I request that separate receipts be issued?
Others
I'd like to make a corporate contract.
Can I send items by courier from the hotel?
*We do not accept prepayment.
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.
Will you hold my luggage for me before check-in/after check-out?
Can you make a reservation for restaurants for me?
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
Can I stay with my pet(s)?
Is there a curfew?
Hotel guests can unlock the entryway using their card keys, however,
We ask guests who haven't yet checked in to contact the front desk over the intercom.
Further, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.
Can I meet someone who isn't a guest of the hotel on the premises?