FAQ

FAQ

Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.

Accommodation / rooms

Regarding lost articles

After check-out, lost articles will be stored for 3 months in accordance with the rules of Fresa.
The following items will be disposed of from the viewpoint of hygiene.
・Foodstuff
・Beverages
After you check out, garbage from your room will be kept that day, but will be disposed the next day.
If you have forgotten anything, please make a report to the hotel.

What kinds of amenities do the rooms have?

Each room contains amenities such as:
・Pajamas (top and bottoms separate)
・Disposable Slippers
・Shampoo
・Conditioner
・Body Soap
・Various Towels

Some amenities are offered at the lobby:
・Toothbrush
・Razor

Can I choose a specific room?

We're very sorry. We assign the rooms ourselves in order that all of our guests can have a pleasant stay. You won't be able to designate your room or floor. Designations will be accepted as requests, but please understand we cannot guarantee your selection.

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

Is sleepwear available?

Yes, it is.
However, it only comes in one size.
We do not have one for children.

Is there any cell phone charger ?

It is available at the reception desk.

Are there low pillows?

We lend several types of pillows at the front desk. We have only a limited number in stock, so please contact us.

Is there a trouser press?

Yes, we have them available.
While the quantity is limited, they are placed in front of the elevator on each floor. Please help yourself.

Is there a computer I can use for free?

We are terribly sorry, but we do not lend computers free of charge.

Are there any items that can be borrowed from the hotel?

We've prepared several items that can be borrowed for your use.
Please inquire at the front desk.

・ Pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・Portable charger (limited number)
・Extension cord (limited number)

Do you offer early check-in and late check-out?

Depending on the state of cleaning of guest rooms on the day of your stay, we allow early check-in and late check-out at the rate of ¥1,000 per hour.
(Normal check-in time: 3:00 p.m., normal check-out time: 11:00 a.m.)
Early check-in is available from 12:00 p.m. while late check-out is up to 2:00 p.m.
*Please be advise that there may be times when you cannot avail of this service.

Are there any beverages provided in the guest rooms?

We are terribly sorry, but we do not provide them in the guest rooms. There are complimentary instant drinks at the 1F front lobby (e.g., stick coffee, tea pack, Japanese tea). 
Please take one.

Do you offer any drinks other than green tea as an amenity?

Yes, coffee and black tea are available.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

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Facilities

Is the water in the rooms potable?

Yes. You can drink the room water. The water within each of the rooms' unit baths is potable, so you can rest assured that it is safe to drink.

Are there vending machines in the building?

Yes. Soft drinks are available on every floor (3rd-9th floor).
Alcoholic drinks are not available.
Please use the convenience store next to the hotel.

Is there a coin laundry or microwave available?

We do not have a laundromat.
The microwave oven is at the lobby on the 1st floor.

Is there an ice machine?

Yes, there is. There is a free ice machine in the vending corner on the 6th floor, so please feel free to use it.

Access / Parking

Is there parking?

There is an affiliated parking lot.
Number of spaces: roughly 40 Fee: ¥1,000 per stay First come first serve basis
Maximum height: 2.1 m Maximum length: 5 m.

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

Do you impose cancellation charges?

Yes. Cancellation charges are as follows.
・Day before stay: 20% of room charge
・Day of stay: 80% of room charge
・No show: 100% of room charge

However, the cancellation policy may be different for certain offers in the event that the plan was reserved online. Information regarding the cancellation policy can be found with the plan information and in your reservation confirmation email.

Can I pay with a QUO Card?

Unfortunately, we cannot handle payments made using a QUO Card. We ask for your understanding.

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.

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.

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.

Others

I'd like to make a corporate contract.

We apologize for the inconvenience, but please call the hotel directly or use the contact form for this inquiry.

Will you hold my luggage for me before check-in/after check-out?

Yes. We will hold you luggage.
Luggage can be held until and during the day of your check-out date.
However, we cannot hold luggage overnight. We ask for your understanding.

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.

Can I stay with my pet(s)?

We're very sorry we cannot allow guests to stay together with their pets. We ask for your understanding.

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.

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.

Is there a curfew?

No, there's no curfew. However, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.

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