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 varies depending on some plans.
What time is check-out?
*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?
Do you offer early check-in?
Can my check-out time be extended?
Please tell me about the equipment and amenities in the rooms.
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?
The Wi-Fi password is provided on the desk in your room.
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.
Can I watch DVD in the room?
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?
Can minors stay at the hotel without adults?
Minor Consent Form
Can I call an outside line from the room phone?
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?
Can you put me on the 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?
Is nothing happening even when you press the "Search Booking" button on your smartphone?
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?
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?
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?
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?
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?
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.?
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?
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?
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?
Why does SOU-BI-SUI taste delicious and why is it good for the body?
Access / Parking
Please tell me about access 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.
Please tell me how to get to the hotel from the nearest subway station.
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.
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.
Travel time is about 40 minutes.
Please tell me about access to Tokyo International Forum.
Please tell me about access to Ginza.
Travel time is about a minute. If you walk, it will take around 5 minutes.
Please tell me about access to Tokyo Disney Resort.
Travel time is about 20 minutes.
Please tell me about access to Tokyo Skytree.
Travel time is about 13 minutes.
Is there a parking area?
Are there convenience stores nearby?
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?
Staying with children
What is the room rate for an overnight stay with a child?
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.
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?
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?
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?
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?
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.
Can I request that separate receipts be issued?
Others
Can I leave my bags at the hotel before checking in or after checking out?
Can you make a reservation for restaurants for me?
I would like to send my luggage via a delivery service.
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?
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?
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.?