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 ?

Yes. You can borrow it at front desk.

Is Internet available in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms. You can connect using your own computer. 

Is nothing happening even when you press the "Search Booking" button on your smartphone?

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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 phone, refrigerator, toilet with washing machine, air purifier, hair dryer, electric kettle
Others If you have any questions, please feel free to contact our hotel.

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

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.

Is the reception desk open 24 hours a day? Is it okay if I arrive late at night?

Yes, it is open 24 hours a day. Please contact us if you will be arriving after 12:00 a.m. Please understand that a room might not be available if you do not contact us in that case.

Access / Parking

Is there a parking area?

This hotel does not have parking spaces. Please use the nearby carpark.

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.

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.

Which payment methods do you accept?

We accept the following credit cards and QR code payments. 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 payments at the front desk of the hotel.

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 payments at the front desk of the hotel. Please take notice of this.

We accept the following credit cards and QR code payments.
credit cards accepted: VISA,MasterCard,JCB,American Express,Diners,Discover card, Union Pay
QR code payments accepted:  ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay
*Only one-time payment is accepted for credit cards.

I would like to know the cost allocation for the accommodation tax.

In Kyoto City, accommodation tax will be collected as follows from October 2018.

Accommodation Fee                    Accommodation Tax

Less than ¥20,000 yen (excluding consumption tax): ¥200 
¥20,000 and above (excluding consumption tax): ¥500
¥50,000 and above (excluding consumption tax): ¥1,000

The amounts displayed on our official website and on the online reservation websites of other companies include accommodation tax.

Others

Can I leave my bags at the hotel before checking in or after checking out?

Yes. We will hold your 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 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. For more information, please contact each hotel.

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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