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

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.
Two-piece pajamas, disposable slippers, various towels, shampoo, conditioner, body soap, deodorant spray

[Room Amenities]
LCD TV, free Wi-Fi, internal telephone, cold storage, toilet with washing machine, air purifier, hair dryer.       Electric Kettle
Please feel free to contact our hotel if you have any other questions.

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.

The front entrance will be locked from 1:00 a.m. to prevent crimes.
When you arrive at that time, please call us via the intercom.

Is there a room where wheelchair can be used?

We have the Universal Twin Room with barrier-free unit-type bathroom.

Is Internet available in the guest rooms?

If you bring your computer or Internet-ready device, you can connect it with a LAN cable or Wi-Fi.
The front desk will lend you the LAN cable.

Can I check in before the specified time or extend the check-out time?

An additional charge of ¥1,000 per hour per room will be charged for check-in before the specified time (early check-in) starting at 12:00 p.m. on the day of your stay.

In addition, check-out time can be extended (late check-out)for an additional fee of ¥1,000 per hour per room up to 2:00 p.m. on the day of check-out. Note that after 2:00 p.m., you will be charged for overnight stay for the day.

We may not be able to accommodate requests for early check-in and late check-out depending on the situation on the day of your stay, so please contact us first.

Can I call an outside line from the room phone?

You cannot make outside calls from the guest rooms.
There is a pay phone at the lobby on the 1st floor, so please use it.
*Only accepts coins

The height of the pillows did not suit me. Are there pillows with a different height?

We have Tempur pillows but they are limited in number.
These are lent at the front desk, so please do not hesitate to contact us.

Can you put me on the waiting list?

We are sorry, but we do not have a waiting list.
We apologize for the inconvenience, but please set aside some time to search for room vacancy again or contact the hotel.

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 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

How do I use the self-service cloak room?

Members of the SOTETSU HOTELS CLUB app can put in and take out their packages by holding up their member QR code on their smartphone.
Non-members will be issued a QR code after the information of the staying guest is confirmed at the front desk before check-in. The QR code can be used for putting in and taking out packages.
After check-out, the QR code issued at the time of check-in can still be used to put in and take out packages.

This service is available as follows.

Before check-in: From 6:00 a.m. until check-in

After check-out: From check-out to 10:00 p.m. on the day of check-out

Is there a grand bath?

We are sorry, but we do not have a large bathhouse.
There is a unit-type bath in the guest rooms. We also have bath salts available at the lobby's free amenity corner, so please use them.

Are there vending machines in the building?

It is in the vendor/laundry room on the 8th floor.
It only sells soft drinks, so please go to the convenience store nearby for alcohol, tobacco, and meals.

Is there an ice machine?

It is in the vendor/laundry room on the 8th floor.
Ice cups are also provided beside the ice machine, so please use them.

Do you have coin laundry machines?

It is in the vendor/laundry room on the 8th floor.

One load in the washing machine: ¥300 yen
30 minutes in the dryer: ¥100 yen
Automatic loading of detergent

Do you have a safe deposit box?

For valuables, you may put them in a valuables bag at the front desk and we will store them in the hotel's safe.
Please note that we may not be able to store your valuables depending on their size and value.

What is the self-check-in/check-out terminal "Smare"?

You can perform check-in and check-out procedures with simple operations through this terminal.
When checking in, the confirmation of your reservation, settlement, issuance of card, and issuance of breakfast ticket will be done by "Smare".
When checking out, you can check out smoothly by using it to settle your bill after your stay and return your room key.
In addition, if you become a member of the Sotetsu Hotels Club, you can significantly shorten the check-in procedure by pre-checking through the app.

Is there any place to smoke in the hotel?

All of our rooms are non-smoking rooms.
If you want to smoke, please use the smoking area in the 1st floor lobby.

Do you lend scissors, fruit knives, etc.?

We lend scissors. However, for safety reasons, you can only use them at the front desk or lobby. (You cannot bring them to your room.)
We do not lend fruit knives. Thank you for your understanding in advance.

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

Please tell me about access between the nearby airports and your hotel.

■Haneda Airport (about 35 minutes)

Haneda Airport Station (Keikyu Airport Line) → Keikyu-Kamata Station (Keikyu Main Line) → Sengakuji Station (Toei Asakusa Line) → Nihombashi Station (5-minute walk) → Sotetsu Fresa Inn Nihombashi-Kayabacho

■Narita Airport (about 1 hour and 10 minutes)

Narita Airport Station (Keisei Narita Sky Access Line) → Keisei-Takasago Station (Keisei Main Line) → Aoto Station (Keisei Oshiage Line) → Oshiage Station (Toei Asakusa Line) → Nihombashi Station (5-minute walk) → Sotetsu Fresa Inn Nihombashi-Kayabacho
*If you take the access limited express from Narita Airport Station, you can get to Nihombashi without transferring trains.

Please tell me how to get to the hotel from Kayabacho Station.

It is just a 1-minute walk from Exit 7 of Kayabacho Station on the Tozai Line and Hibiya Line.
Upon climbing the stairs at Exit 7, go straight for about 20 meters and turn right at the first intersection. Keep going straight ahead for about 50 meters, and you will see our hotel in front of you. 

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 nearby?

There's a Family-Mart and Seven-Eleven and Lawson within less than a minute walk.
FamilyMart is the closest convenience store.

Food/restaurant

Do you have a restaurant?

You can eat at PRONTO on the 1st floor.
Present your room key to enjoy 10% discount.

Can anyone other than the guests staying at the hotel have breakfast?

People other than guests staying at the hotel can also use it.
Please purchase directly at the first floor café, Pronto.

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

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 payments at the front desk of the hotel. We do not accept cash payments.

What is the cancellation policy?

A cancellation fee will be charged starting the day before your scheduled stay.

For a scheduled stay of multiple nights, the prescribed cancellation fee will be charged out of the lodging fee (with tax included) for the first night.
Previous day cancellation: Cancellation fee equal to 20% of the lodging fee including tax
Same day cancellation: Cancellation fee equal to 80% of the lodging fee including tax
No-show without notification: Cancellation fee equal to 100% of the lodging fee including tax
If you would like to change or cancel your reservation, please do so at least 2 days

I'd like to pay the charges in advance, is that possible?

Payments can be made by bank transfer or by going to the hotel prior to your stay.
If you will be paying by bank transfer, we will issue an invoice to you.
We apologize for the inconvenience, but please contact the hotel.
In addition, in the case of bank transfer, you must make the bank transfer no later than 3 business days prior to your check-in date.
*Please be advised that guests will be the ones to shoulder the transfer fees.

Others

Can I order a massage service?

You can avail of this service.
For the menu and prices, we have provided them in your room.
You can choose from two types, so please try it.

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.

We also have a self-service cloak room, so please use it.

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.

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.

Can I exchange foreign currencies?

There is a foreign currency exchange machine at the lobby on the 1st floor.
It only exchanges foreign currencies to Japanese yen. 

Can I send items by courier from the hotel?

This is available at the front desk.
We also have cardboard boxes and travelling bag covers (charged).
Courier service is provided by Yamato Transport's express delivery service.

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.

SOTETSU HOTELS CLUB Great Value Cashback Membership Program Numerous Benefits!

Membership program renewal on September 28, 2021
From point program to cashback!

More value with the SOTETSU HOTELS CLUB app

  • App Store
  • Google Play
  • QRコード

SOTETSU HOTELS CLUB

SOTETSU HOTELS CLUB
See the details

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