FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
What time is check-in?
Check-in time begins at 3:00 p.m.
*Check-in time varies depending on some plans.
*Check-in time varies depending on some plans.
What time is check-out?
Normal check-out time is 11:00 a.m.
*Check-out time varies depending on some plans.
*Check-out time varies depending on some plans.
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.
Do you offer early check-in?
Early check-in is available from 12:00 p.m. at an hourly rate of 1,000 yen per room. However, depending on the situation on the day of check-in, we may not be able to accept this service, so please contact the hotel in advance if you wish to do so.
Can my check-out time be extended?
It can be extended for a fee of 1,000 yen per hour. (Check-out time cannot be extended past 14:00.) Further, please be aware that depending on the day, an extension to your check-out time may not be possible. We ask for your understanding.
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, toilet with washing machine, air purifier, hair dryer, electric kettle
Other amenities Electric kettle
Please feel free to contact the hotel if you have any other questions.
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, toilet with washing machine, air purifier, hair dryer, electric kettle
Other amenities Electric kettle
Please feel free to contact the hotel if you have any other questions.
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. LAN cables are also available in the guest rooms.
The Wi-Fi password is provided on the desk in your room.
The Wi-Fi password is provided on the desk in your room.
Do you have a safe deposit box?
We don't have one in the guest rooms.
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.
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.
Can I watch DVD in the room?
You cannot watch DVDs at our hotel. Instead, "Video on Demand" is available. You can watch a lot of movies from 12:00 p.m. on the day of your stay until 12:00 p.m. the next day with a ¥1,000 yen ticket. Please use it.
Please note that customers under the age of 18 are not allowed to avail of this service.
Please note that customers under the age of 18 are not allowed to avail of this service.
Do you have face lotion and milky lotion in the guest room?
There is none in the rooms, but they are available at the free amenity corner in the front lobby. In addition to face lotion and milky lotion, we also have face packs and bath salts, so please take some.
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
Minor Consent Form
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 for that.
There is a pay phone at the lobby on the 1st floor, so please use it for that.
The height of the pillows did not suit me. Are there pillows with a different height?
They are limited in number, but we offer two types of pillows at the front desk that are different from the regular ones: Tempur pillows and memory foam pillows. Please feel free to ask.
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.
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.
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
Do you have any space to smoke?
There is no smoking area.
The guest rooms are made up of smoking and non-smoking rooms.
Guests who smoke should reserve a smoking room.
The guest rooms are made up of smoking and non-smoking rooms.
Guests who smoke should reserve a smoking room.
Do you have coin laundry machines?
They are on the 2nd floor. The fee is ¥300 per load for washing and ¥100 per 30 minutes of drying. The detergent is automatically loaded into the machine.
There is no money changing machine in the laundry room, so please drop by the front desk if you need to exchange money.
There is no money changing machine in the laundry room, so please drop by the front desk if you need to exchange money.
Are there vending machines in the building?
The vending machines are on the 2nd floor.
We have vending machines for soft drinks, beer and other items.
There are no cigarette vending machines. Please purchase cigarettes at the convenience store nearby.
We have vending machines for soft drinks, beer and other items.
There are no cigarette vending machines. Please purchase cigarettes at the convenience store nearby.
Is Wi-Fi available?
Wi-Fi is available in all the buildings and guest rooms at our hotel.
You can also connect your PC. In addition, wired LAN cables are installed in the guest rooms.
There are computers that you can use at the lobby for free.
You can also connect your PC. In addition, wired LAN cables are installed in the guest rooms.
There are computers that you can use at the lobby for free.
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.
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.
Do you lend scissors, fruit knives, etc.?
Our hotel only lends scissors at the front lobby. You cannot bring them to your room.
If you wish to use scissors, please go to the front desk and use the scissors at the front lobby.
In addition, we do not lend any kind of fruit knife and other knives at our hotel. Thank you for your understanding.
If you wish to use scissors, please go to the front desk and use the scissors at the front lobby.
In addition, we do not lend any kind of fruit knife and other knives at our hotel. Thank you for your understanding.
Is there an ice machine?
Yes, there is. There is a free ice machine in the vending corner on the second floor, so please feel free to use it. Cups are provided for the ice machine.
Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.
Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.
Can I drink the water in the room?
Yes, you can drink it.
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.
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?
It is the name of the water provided by our hotel. We have installed a water purification system in the entire building, so guests get to enjoy purified water throughout our hotel, including the water coming out of the faucets and showers in the unit baths and the toilet with bidet function in the guest rooms, as well as the water from the faucets in common areas and the water used for laundry. Experience water that is not only delicious but is also gentle on the skin with SOU-BI-SUI.
Why does SOU-BI-SUI taste delicious and why is it good for the body?
The water purification system installed in the entire building removes dirt and rust from tap water, and reduces the amount of residual chlorine in the water to an amount that is in the lower levels of the legal concentration limit, making the water hypoallergenic.
Access / Parking
Please tell me about access from Tokyo Station.
This is a guide on access to our hotel from Tokyo Station.
●Get out from Yaesu South Exit.
●Walk to the right along the bus terminal.
●Cross the first traffic lights to the side of Mizuho Securities and Yaesu Book Center.
●Enter the road between Mizuho Securities and Yaesu Book Center and go straight.
●Walk for about 400 meters or 5 minutes, and you will see the rooftop signboard of our hotel.
Please feel free to contact us directly for details. All of our staff member look forward to your visit.
●Get out from Yaesu South Exit.
●Walk to the right along the bus terminal.
●Cross the first traffic lights to the side of Mizuho Securities and Yaesu Book Center.
●Enter the road between Mizuho Securities and Yaesu Book Center and go straight.
●Walk for about 400 meters or 5 minutes, and you will see the rooftop signboard of our hotel.
Please feel free to contact us directly for details. All of our staff member look forward to your visit.
Please tell me how to get to the hotel from the nearest subway station.
Kyobashi Station and Takaracho Station are the nearest stations and they are about a 2-minute walk.
After getting out of Exit 6 of Kyobashi Station on the Tokyo Metro Ginza Line, turn around, and turn to the right in front of Mizuho Bank.
Go straight and cross the intersection, and you will see our hotel on the right side.
Get out of Exit A6 or A7 of Takaracho Station on the Toei Subway Asakusa Line, and turn left at the corner of FamilyMart Kyobashi 2-chome Branch along the main street, and our hotel will be on the left side of the road.
After getting out of Exit 6 of Kyobashi Station on the Tokyo Metro Ginza Line, turn around, and turn to the right in front of Mizuho Bank.
Go straight and cross the intersection, and you will see our hotel on the right side.
Get out of Exit A6 or A7 of Takaracho Station on the Toei Subway Asakusa Line, and turn left at the corner of FamilyMart Kyobashi 2-chome Branch along the main street, and our hotel will be on the left side of the road.
Please tell me about access from Narita Airport.
There are two access methods. Travel time for both is about an hour and 20 minutes.
Narita Airport ⇒ (Keisei Limited Express Skyliner) ⇒ Oshiage Station ⇒ (Asakusa Line) ⇒ Takaracho Station
Narita Airport ⇒ (JR Narita Express) ⇒ Tokyo Station
Narita Airport ⇒ (Keisei Limited Express Skyliner) ⇒ Oshiage Station ⇒ (Asakusa Line) ⇒ Takaracho Station
Narita Airport ⇒ (JR Narita Express) ⇒ Tokyo Station
Please tell me about access from Haneda Airport.
Domestic Terminal of Haneda Airport ⇒ (Keikyu Airport Line) ⇒ Takaracho Station
Travel time is about 40 minutes.
Travel time is about 40 minutes.
Please tell me about access to Tokyo International Forum.
It is about a 10-minute walk from our hotel.
Please tell me about access to Ginza.
Kyobashi Station ⇒ (Ginza Line) ⇒ Ginza Station
Travel time is about a minute. If you walk, it will take around 5 minutes.
Travel time is about a minute. If you walk, it will take around 5 minutes.
Please tell me about access to Tokyo Disney Resort.
Tokyo Station or Hatchobori Station ⇒ (JR Keiyo Line) ⇒ Maihama Station
Travel time is about 20 minutes.
Travel time is about 20 minutes.
Please tell me about access to Tokyo Skytree.
Takaracho Station ⇒ (Asakusa Line) ⇒ Oshiage Station
Travel time is about 13 minutes.
Travel time is about 13 minutes.
Is there a parking area?
Please contact the hotel.
Are there convenience stores nearby?
There's a Family-Mart within less than a minute walk.
There are also Lawson and 7-Eleven in the neighborhood and they are within a 3-minute walking distance.
There are also Lawson and 7-Eleven in the neighborhood and they are within a 3-minute walking distance.
Food/restaurant
Do you serve breakfast?
Yes, we do. Please refer the breakfast page for details.
Staying with children
What is the room rate for an overnight stay with a child?
Preschool children (up to graduation from kindergarten or nursery school) are free of charge.
From elementary school students, the fee is the same as for adults. However, when two or more elementary school students are accompanying, there may be additional regulations.
Children of junior high school age and older are charged the same rate as adults without exception.
From elementary school students, the fee is the same as for adults. However, when two or more elementary school students are accompanying, there may be additional regulations.
Children of junior high school age and older are charged the same rate as adults without exception.
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.
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.
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
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
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 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.
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,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.
Which payment methods do you accept?
We accept the following credit cards and QR code payment. 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 payment at the front desk of the hotel.
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?
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 payments.
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.
Others
Can I leave my bags at the hotel before checking in or after checking out?
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 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.
I would like to send my luggage via a delivery service.
You can have your baggage delivered at the front desk.
We only offer courier services by Yamato Transport.
If you prefer a specific courier, please contact us.
Payment can be made either on delivery or in advance.
We sell cardboard boxes, paper bags, vinyl covers, and other items required for delivery at the front desk.
Please feel free to ask the staff.
We also accept packages sent to [hotel address] by the date of your stay.
If you write down the expected date of your stay and the guest's name in full, we will keep them at the front desk until you arrive.
However, please be advised that we do not accept packages that will be charged to the hotel, such as packages to be paid after delivery and products that are on a cash-on-delivery basis.
*However, frozen and refrigerated items such as Cool Takkyubin cannot be stored or shipped from the hotel because we have no facilities that can keep them cold.
We ask for your understanding in advance.
We only offer courier services by Yamato Transport.
If you prefer a specific courier, please contact us.
Payment can be made either on delivery or in advance.
We sell cardboard boxes, paper bags, vinyl covers, and other items required for delivery at the front desk.
Please feel free to ask the staff.
We also accept packages sent to [hotel address] by the date of your stay.
If you write down the expected date of your stay and the guest's name in full, we will keep them at the front desk until you arrive.
However, please be advised that we do not accept packages that will be charged to the hotel, such as packages to be paid after delivery and products that are on a cash-on-delivery basis.
*However, frozen and refrigerated items such as Cool Takkyubin cannot be stored or shipped from the hotel because we have no facilities that can keep them cold.
We ask for your understanding in advance.
Can I exchange foreign currencies?
We are terribly sorry, but we do not exchange money.
Please go to the front desk so they can guide you to places where you can exchange money in the neighborhood.
Please go to the front desk so they can guide you to places where you can exchange money in the neighborhood.
Can I order a massage service?
You can avail of this service. There are two types.
Details of the menu and prices are provided in your room.
Massage: 7:30 p.m. - 2:00 a.m.
Aroma oil treatment: 8:00 p.m. - 4:00 a.m.
Details of the menu and prices are provided in your room.
Massage: 7:30 p.m. - 2:00 a.m.
Aroma oil treatment: 8:00 p.m. - 4:00 a.m.
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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