FAQ

FAQ

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

Accommodation / rooms

How do I use Smartphone Check-In?

You can download and use the SOTETSU HOTELS CLUB app. Download the app and show it to the front desk staff. Refer to the SOTETSU HOTELS CLUB page for details of the application.

Can minors stay alone?

Minors (under 18 years old) staying alone must have the consent of a parent or guardian.
We will ask you to submit a consent form when you check in.
In addition, we reserve the right to refuse accommodation without a written consent form.
Please use the consent form below:

Consent Form for Accommodation of Minors.

Do you have Nightwear for guests?

Yes, we have. We have prepared a pair of Pajama shirt and pants in your room. If you need a bigger size or a children's size（varies with every store）, please contact us when you make your reservation, as we have a limited number.

Do you have cell phone charger?

Yes. If you need it, please contact to the reception desk staff.

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.

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.

Please tell me about the equipment and amenities in the rooms.

【Free amenities】※Available in the lobby (2nd 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 equipment】
　LCD TV, Free Wi-Fi, Internal telephone, Refrigerator, Toilet with washing machine,
　Air purifier, Hair dryer, Electric kettle

If you have any other questions, please feel free to contact our hotel.
 

If I make a reservation by phone, can I use the room rate shown 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.

Can I check-in before the stipulated time or extend check-out time?

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 you are a Sotetsu Hotels Club member and make 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 for an additional charge of 1000 yen per hour per room.
Please note that after 14:00, you will be charged for that day's one-night stay.

If a Sotetsu Hotels Club member makes a reservation on the official website, check-out time will be 12:00
(not applicable to some hotels).

Please note that both early check-in and late check-out may not be available depending on the situation on the day of your stay.
 

How can I pay by bank transfer?

Payment can be made by bank transfer at least 3 business days prior to the check-in date.
In case of bank transfer, please contact us by phone.

Note: If you pay for your stay and cancellation fee by bank transfer,
         bank transfer fee will be your responsibility. Please understand this in advance.

 

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.

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.

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.
連泊の札

Facilities

I know that all of the rooms are non-smoking, but do you have a smoking area?

Please use the smoking area on the lobby(2F).

Is the reception desk open 24 hours a day? Is it okay if I arrive late at night?

Yes, we are open 24 hours. Please contact us if you will arrive after 12:00a.m.
Please note that this hotel is closed the door at the exit of first floor for safety reasons.

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.

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.

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.

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.

Is there a place to smoke in the hotel?

There is a smoking room in the lobby (2nd floor).
The smoking room is available 24 hours a day.

Can I make copies or faxes in the hotel?

Yes, we do.　We accept the following

Black and white 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 a parking area?

We don’t have parking lot. Please use a paid parking service nearby.

Staying with children

What is the room rate for children or sleeping with children?

Preschool children (up to graduation from kindergarten or nursery school) are free of charge.
From elementary school students, the fee is the same as for adults.
However, there may be additional regulations when two or more elementary school children are accompanied by an adult.

Children of junior high school age and older are charged the same rate as adults without exception.

Charges and payment

Is there a cancellation fee?

Yes, we do. We charge cancellation fees as follows

Cancellation on the day before: 20% of the room charge
Cancellation on the day of arrival: 80% of the room charge
No-show: 100% of the room charge

The above cancellation fees will be calculated based on the total amount paid.

A separate cancellation policy may apply for group reservations and early-bird specials.
Please understand this in advance.

What if I don't have a credit card?

In addition to credit cards, we accept the following QR code payments. We apologize 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.

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.

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.

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.

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.

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 send packages/mail in advance by courier, post, etc.?

Please send your baggage to the hotel's attention with the name of the guest and the 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.
For more information, please contact the hotel.

Is there a laundromat available?

There are two coin-operated laundromats in the hotel.
The coin-operated laundromat also uses "SOUMISUI" water, which is gentle to the touch and leaves your laundry soft to the touch.
Please enjoy the soft touch of the water after washing your clothes.

Can you send a courier service from the hotel?

Yes, we do.
Only Yamato Transport "cash on delivery" is accepted at the front desk.
We also have cardboard boxes available (for a fee).

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 try again later, or contact the hotel.

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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.
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.

Setting Procedure