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
Minor Consent Form
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 there any cell phone charger ?
It is available at the reception desk.
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, refrigerator, toilet with washing machine, air purifier, hair dryer, 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, refrigerator, toilet with washing machine, air purifier, hair dryer, electric kettle
Please feel free to contact the hotel if you have any other questions.
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 I call an outside line from the room phone?
We're very sorry. Outside lines cannot be reached from the room phones.
Are there low pillows?
Low Tempur pillows can be borrowed from the front desk. Their numbers are limited so please inquire.
Is there a trouser press?
Each floor has a trouser press located in its elevator hall. It is free to use, but we ask that you take it to your room and use it. Apologies for the inconvenience.
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.
・ Ion steamer
・ Curl dryer
・ Straight iron
・ Foam pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・ Trouser press
・ Desk lamp
・ Ice bucket
・ Cold compress
Please inquire at the front desk.
・ Ion steamer
・ Curl dryer
・ Straight iron
・ Foam pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・ Trouser press
・ Desk lamp
・ Ice bucket
・ Cold compress
Can I check in early or check out late?
Depending on the room cleaning situation on the day of check-in, early check-in is available from 12:00 p.m. on the day of check-in for an additional charge of 1,000 yen per hour per room.
If a Sotetsu Hotels Club member makes a reservation on the official website, check-in time is from 14:00.
Late check-out time can be extended up to 14:00 on the same day with an additional charge of 1000 yen per hour per room.
Please note that after 2:00 p.m., a one-night room charge will be applied for that day.
If a Sotetsu Hotels Club member makes a reservation on the official website, check-out time is 12:00 (not applicable to some hotels).
Both early check-in and late check-out may not be available depending on the circumstances of the day, so please contact us first.
(Normal check-in time is 15:00, normal check-out time is 11:00)
If a Sotetsu Hotels Club member makes a reservation on the official website, check-in time is from 14:00.
Late check-out time can be extended up to 14:00 on the same day with an additional charge of 1000 yen per hour per room.
Please note that after 2:00 p.m., a one-night room charge will be applied for that day.
If a Sotetsu Hotels Club member makes a reservation on the official website, check-out time is 12:00 (not applicable to some hotels).
Both early check-in and late check-out may not be available depending on the circumstances of the day, so please contact us first.
(Normal check-in time is 15:00, normal check-out time is 11:00)
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.
Can I send packages/mail in advance by courier, post, etc.?
Please send the baggage to the hotel's attention with the guest's name and check-in date, and the arrival date of the baggage as "check-in date specified".
Please send your luggage in the same name as the name given at the time of reservation.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
We do not accept payment on delivery, so please pay at the time of shipment.
For more information, please contact each hotel.
Please send your luggage in the same name as the name given at the time of reservation.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
We do not accept payment on delivery, so please pay at the time of shipment.
For more information, please contact each hotel.
Can I leave my luggage before check-in/after check-out?
Yes, we will keep your room at the front desk both before check-in and after check-out.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For details, please contact each hotel.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For details, please contact each hotel.
Can I use the Internet in my room?
If you bring your own PC or Internet connection device, you can connect via LAN cable or Wi-Fi.
LAN cables are available at the front desk.
LAN cables are available at the front desk.
I have a visitor. Can he/she enter the guest room during his/her stay?
Guest rooms and guest floors are off-limits to non-guests.
Please visit guests in the lobby.
Please visit guests in the lobby.
Can I make an outside call from my guest room?
Outside phone calls cannot be made from guest rooms.
There is a pay phone in the front lobby.
There is a pay phone in the front lobby.
Is there a curfew?
There is no curfew, but the automatic door at the main entrance is locked between 1:00 am and 5:00 am.
Guests staying at the hotel can open the door with their room key.
Please use the intercom in front of the entrance to call our staff if you have not checked in.
Guests staying at the hotel can open the door with their room key.
Please use the intercom in front of the entrance to call our staff if you have not checked in.
Can I drink the water in my room?
Yes, we do. You can drink it.
All of our rooms are equipped with a water purification system, so the water in the bathrooms is also purified.
Please experience the delicious water - SOUBISUI.
All of our rooms are equipped with a water purification system, so the water in the bathrooms is also purified.
Please experience the delicious water - SOUBISUI.
If I make a reservation by phone, can I get the room rate that is displayed on the Internet reservation site?
Rates on the Internet reservation site and rates for reservations made over the phone are different.
If you wish to book the accommodation plan and rates shown on the Internet, please make your reservation through the Internet reservation site.
If you wish to book the accommodation plan and rates shown on the Internet, please make your reservation through the Internet reservation site.
Is there a security box?
There is no security box.
The front desk will enclose your valuables in a bag and keep them in a safe in the hotel office.
Some items may not be accepted due to size or value.
The front desk will enclose your valuables in a bag and keep them in a safe in the hotel office.
Some items may not be accepted due to size or value.
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
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.
Do you have an ice machine?
There is an ice machine that you can use for free inside the vending machine corner on the 2nd floor. 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.
I know that all of the rooms are non-smoking, but is there a place I can smoke?
Yes, it is located on the first floor.
How is the hotel security?
The hotel uses a contactless IC card key system.
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.
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.
Is there a computer I can use for free?
In the front lobby, there is a computer which guests may freely use. Please take advantage of it if you'd like to look something up.
Are there vending machines in the building?
Yes, located in the vending corner on the second floor. We've prepared options ranging from soft drinks to alcohol.
Is there a coin laundry or microwave available?
Both are located in the vending machine corner on the second floor.
The laundromat also uses touch-friendly water - SOUBISUI - which makes your laundry softer. Please enjoy the feel of the water after washing.
The laundromat also uses touch-friendly water - SOUBISUI - which makes your laundry softer. Please enjoy the feel of the water after washing.
Can I make copies or faxes in the hotel?
Yes, we do. We accept the following
B&W 10 yen (per sheet)
Color 50 yen (per sheet)
Domestic FAX 50 yen (per sheet)
Overseas FAX 100 yen (per sheet)
B&W 10 yen (per sheet)
Color 50 yen (per sheet)
Domestic FAX 50 yen (per sheet)
Overseas FAX 100 yen (per sheet)
Access / Parking
Is there parking available?
The hotel's parking lot is available only to guests who have applied for it through our exclusive accommodation plan.
For other guests, please use the nearby coin-operated parking lot.
For other guests, please use the nearby coin-operated parking lot.
Food/restaurant
Is there a restaurant?
There is no restaurant in the hotel.
Please use nearby restaurants.
(Breakfast is available at the lounge on the first floor for 1100 yen (tax included).
Please use nearby restaurants.
(Breakfast is available at the lounge on the first floor for 1100 yen (tax included).
What are the breakfast hours? What's on the menu?
Our hotel recommendation is "kamaage shirasu (boiled whitebait)" We have such a large and varied daily menu that customers can enjoy entirely new dishes over several nights.
Please note that kamaage shirasu (boiled whitebait) may not be available depending on season (January to March) and other factors.
Hours(breakfast)：6:30-9:30
Please note that kamaage shirasu (boiled whitebait) may not be available depending on season (January to March) and other factors.
Hours(breakfast)：6:30-9:30
Can non-guests eat breakfast?
We are very sorry, Only available to hotel guests.
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 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.
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.
・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.
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.
Can I request that separate receipts be issued?
To comply with the invoice system, we regret to inform you that we are unable to issue separate receipts for a split accommodation fee for a single room per night or for only a part of the accommodation fee.
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, 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.
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 be placed on a waiting list?
We regret to inform you that we do not accept waiting lists.
We apologize for the inconvenience, but please leave a day and search again for availability.
We apologize for the inconvenience, but please leave a day and search again for availability.
Can you send a courier service from the hotel?
Only "cash on delivery" is accepted at the front desk.
Corrugated cardboard boxes are also available (for a fee).
Corrugated cardboard boxes are also available (for a fee).
Is there a convenience store nearby?
There is a Family Mart located 1 minute on foot from the hotel.
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