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

Are barrier-free measures implemented?

The entire hotel is not barrier-free, but we offer barrier-free rooms called Universal Twin on the 3rd floor.

Elevators and passageways can also be used by wheelchair users.

Please contact us for details.

Can my check-out time be extended?

Extension of check-out time will be ¥1,000 per hour of extension. You can extend until 2:00 p.m. However, we may not be able to accommodate your request due to such factors as the maintenance of the hotel, so please contact the front desk if you would like to extend your stay.

Is there a pot?

There is an electric pot in the guest rooms. In addition, the water in the bathroom is potable, so you may use it.

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.

Can I call an outside line from the room phone?

You cannot make outside calls from the guest rooms.
*You can only call extension numbers in the hotel.
*It offers a public coin telephone at the first floor. 
 

Do you have a safe deposit box?

There is none provided in the guest rooms, but we can keep your valuables at the front desk. Please let us know if you wish to have your valuables kept. We will keep them in the safe in the front office.

Is Internet available in the guest rooms?

 Wi-Fi is available throughout the hotel and in all guest rooms.
*The LAN cable can be rented from our front desk.

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 telephone, Cold storage, Washlet, Air purifier, Hair dryer, Electric kettle

Please feel free to contact the hotel if you have any other questions.
 

Facilities

Do you lend the notebook?

Yes, and we lend them for ¥1,100 per night (including tax).
Please feel free to ask our staff if you wish to rent a computer.
Please be advised that the number of the notebook available is limited.

Do you have a cigarette vending machine in the hotel?

We are sorry, but we do not sell cigarettes inside the hotel. We will guide you to nearby stores selling cigarettes if you want to buy cigarettes.

Is there an ice machine?

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

Do you have coin laundry machines?

There is a laundromat next to the 3F elevator of the hotel. There are two washing machines and dryers. The detergent is automatically loaded into the machines. It is ¥300 per load for washing and ¥100 yen per 30 minutes in the dryer.

Are there microwaves in the building?

Microwave ovens are put in the vending machine and laundry corner on the 3rd floor.
Please feel free to use them.

Is there a grand bath?

We are sorry, but we do not have a large public bath.
There is a unit-type bath in the guest rooms. 

Do you have any space to smoke?

Smoking is prohibited throughout the hotel, except in the smoking rooms. Even in the vicinity of Kashiwa Station, there are only a limited number of spaces where you can smoke in accordance with the city ordinance, so if you wish to smoke there, we will guide you to those spaces.

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 a dedicated parking area. Please use a paid parking service nearby.

Is there a convenience store near the hotel?

There are two places that are about a 2-minute walk from the hotel. For more information, please ask the front desk staff.

Food/restaurant

Do you serve breakfast?

Yes, we do. Please refer the breakfast page for details.

Is there a restaurant nearby where I can eat?

There are many restaurants and Japanese-style taverns in the neighborhood.
Our front desk will guide you to a restaurant recommended by our staff, so feel free to ask us. 

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

I'd like to pay by bank transfer.

You may pay by bank transfer no later than 3 business days prior to your check-in date.
In addition, please contact the hotel in case of bank transfer.
*If you pay for your accommodation charges or cancellation fee by bank transfer, the transfer fee shall be borne by the guest. We ask for your understanding in advance.

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.
 

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 payments 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.
 

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 payments 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

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 exchange foreign currencies?

We don't exchange money at the hotel, but there is a place where you can exchange money near Kashiwa Station.

Foreign Currency Exchange World Currency Shop Kashiwa Branch

Business hours: 10:00 a.m. - 6:00 p.m.

Regular holidays: Holidays of Sky Plaza Kashiwa (Bic Camera Kashiwa Building 1F)

*Brochures are available at the front desk.

Can people who are not guests staying at the hotel enter the guest rooms?

We ask that only guests staying at the hotel use the guest rooms. The lounge by the front desk will be free from the time you check in until 11:00 p.m., so please use that space to talk with your guests. 

Can I order a massage service?

We will assist you in booking a therapist who has a contract with our hotel. Requests will be accepted until 12:00 a.m., so if you wish to avail of this service, please make a request as soon as possible. In addition, if there are numerous requests, we may not be able to accommodate all requests because we may not be able to arrange for enough therapists. For details, there is a guide in the rooms.

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 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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