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?
Minor Consent Form
I'm using a wheelchair, can I stay in your hotel?
This is a barrier-free room where even guests in wheelchairs can stay comfortably.
With regard to reservations, we only offer one "Universal" room at this hotel. We only accept reservation for this room by phone.
Can I watch DVD in the room?
Why can you reserve a single room for two people?
Is it possible to extend? How much is the fee?
We charge ¥1,000 per hour.
Please feel free to let us know.
Is Internet available in the guest rooms?
Can three people stay in the room?
Regarding your reservation, we only offer one twin room in this hotel, so we only accept reservations for this room by phone.
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.
Facilities
Is there a grand bath?
There is a unit-type bath in the guest rooms.
Do you have a conference room?
Is the reception desk open 24 hours a day? Is it okay if I arrive late at night?
Access / Parking
I would like to go to Enoshima, Kamakura.
It is 7 stations away from the hotel and takes 20 minutes to get to Enoshima Island via Shonan Monorail.
It is convenient to use Enoshima Electric Railway (Enoden) between Kamakura and Enoshima.
Is there a parking area?
Regarding the charges, it will be ¥1,500 for 24 hours after you enter.
When you check in, please inform the front desk if you used the parking lot.
*It is our partner parking lot, so it will be on a first come, first served basis. We do not accept reservations at the hotel.
*The parking lot may be full. We ask for your understanding in advance.
Food/restaurant
Do you have Japanese breakfast?
For guests who wish to eat Japanese cuisine, we will mainly guide you to the nearby beef bowl restaurant chain (open 24 hours a day).
Do you serve breakfast?
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
Charges and payment
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
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.
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 payment.
Others
Can you make a reservation for restaurants for me?
Can I leave my bags at the hotel before checking in or after checking out?
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
Can I order a massage service?
It is open from 12:00 p.m. to 12:00 a.m.
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