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?

Yes, minors can also stay at the hotel. However, when a minor (under the age of 20) will stay alone or there is a group of minors, we require a person with parental authority to submit a consent form.
Please download the Consent Form for Stay by Minor from the following. Submit the form filled by a person with parental authority to the front desk at the time of check-in.
Minor Consent Form

Is there a computer I can use for free?

We are sorry, but we do not lend computers free of charge.
The front desk lends computers for ¥1,100 per day.
Please be advised that the number of computers available is limited. If you wish to rent a computer, please call the front desk.

Can I use the Internet in my room?

You can access the Internet with a LAN cable or Wi-Fi if you bring your PC.
If you need Lan cables please go down to the reception.

Can I watch videos in my room?

Our video service is available in all guest rooms at JPY1,000 per night. Please buy a ticket from a ticket-vending machine installed on each floor.

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.

Facilities

Can I drink the water in the room?

Yes, you can drink it.
Even the water in the unit bath in the guest rooms is purified. 

Is there an ice machine?

Ice machines are available in the vending machine corners on the 7th, 9th and 11th floors.
We also have plastic cups for ice, so please use them.

Do you have any space to smoke other than smoking rooms?

A smoking space is available in the lobby on the 1st floor.

Access / Parking

Do you have a parking lot?

We can refer you to two parking lots depending on your vehicle height.

1.5 m or less: Nittochi parking lot located in the rear of the hotel JPY1,540/24 hours From 5:00 a.m. to 11:00 p.m.
2.1 m or less: Azalea underground parking lot JPY1,800/24 hours From 5:00 a.m. to 12:00 a.m.


*Please make payment at the front desk for both parking lots.

Is there a convenience store near the hotel?

Walk out the hotel and you will see a convenience store on the right.

Food/restaurant

Where can I buy a breakfast ticket?

You can purchase it from the automatic settlement machine at the time of check-in.

Or, it is sold at the front desk by 10:00 a.m. on the day of your stay.

The breakfast venue is Excelsior Caffe that is next to the 1st floor of the hotel.

You can choose from four menus for ¥700 (including tax).

Please note that the contents are different from those actually sold at Excelsior Caffe.

We also offer take-out.

*Please be advised that salad is not included in take-out.

Staying with children

Up to what age can a bed-sharing child stay at no charge?

Children of pre-school age and under may stay for free sharing a bed with an adult Limited to 1 child per bed. Please note that towels/bath amenities for children sharing a bed with an adult will not be prepared in advance in hotel rooms.

Charges and payment

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 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.

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.

Others

Do you have a laundry service?

Laundry service is available excluding Sundays and holidays. If you bring your laundry by 10:00 a.m., it will be finished by 7:00 p.m. on the same day.

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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