FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
What amenities do you have in the room?
・Pajamas (upper and lower separate type)
・Disposable slippers
・Toothbrush
・Hairbrush
・Cotton swab
・Various size of towels
・Shampoo
・Conditioner
・Body Soap
・Others
Can we request the room to stay?
You can not request the floor of the room as well. We can only accept your preference.
Can I drink the water in the room?
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.
Facilities
How is the hotel security?
The elevator is set up so that when riding, you need to bring your card key to the sensor and then press the button for your room floor.
Non-guests will be unable to enter.
Access / Parking
Is there parking at the hotel?
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
Charges and payment
Can I pay by cash for the payment at the front desk of the hotel?
What is the cancellation policy?
・Day before stay: 20% of accommodation charges
・Day of stay: 80% of accommodation charges
・No-show: 100% of accommodation charges
However, in the case of reservations made online, the cancellation policy may differ with some plans. Check the cancellation policy as it is stated in the plan description and the reservation confirmation email.
Can I use electronic money?
Others
Can I leave my luggage at the hotel before checking in or after checking out?
Yes, you can leave your luggage at the front desk before checking in and after checking out.
However, this is only available on the day of checking in or out.
If you like to store your luggage any other days of your stay, there is some luggage storage service near the hotel.
Please check it out.
Can we send our luggage by courier or mail in advance?
I have a visitor. Can I meet?
Do you have a curfew?
Guests staying at the hotel can use the IC card key to unlock, but check-in guests have to call the receptionist with the intercom.
SOTETSU HOTELS CLUB Great Value Cashback Membership Program Numerous Benefits!
Membership program renewal on September 28, 2021
From point program to cashback!