FAQ

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?

If only minors are staying, the consent of the parent or guardian is required.
Please submit the consent form at check-in. If you do not submit it, we may refuse your stay.
Please use the consent form from the following.
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 in the free amenity area.
toothbrush, hairbrush, razor, cotton swab, bath salts, body sponge, skincare, coffee/brack tea/tea

[Room Amenities] *Available in the guest rooms.
2-piece pajamas, disposable slippers, towels, shampoo, conditioner, body wash, deodorant spray

[Equipment in guest rooms]
LCD TV, free Wi-Fi, extension telephone, refrigerator, toilet with washing machine, air purifier, hair dryer, electric kettle

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

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.

When I make a reservation by phone, can I make a reservation at the room rate displayed on the Internet reservation site?

The charges on the internet reservation site and the charges for reservations made by phone are different.
If you would like the accommodation plans and rates displayed on the internet,
Please apply for a reservation via the internet reservation site.

Do you have a safe deposit box?

We don't have one in the guest rooms.
For valuables, you may put them in a valuables bag at the front desk and we will store them in the hotel's safe.
Please note that we may not be able to store your valuables depending on their size and value.

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.

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

An additional charge of ¥1,000 per hour per room will be charged for check-in before the specified time (early check-in) starting at 12:00 p.m. on the day of your stay.

In addition, check-out time can be extended (late check-out)for an additional fee of ¥1,000 per hour per room up to 2:00 p.m. on the day of check-out. Note that after 2:00 p.m., you will be charged for overnight stay for the day.

We may not be able to accommodate requests for early check-in and late check-out depending on the situation on the day of your stay, so please contact us first.

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

Yes, black tea as well.

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 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 the 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 any smoking area inside the hotel?

Yes, located on the 1st floor.

Is there a computer I can use for free?

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

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.

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?

Yes, located in the vending corner on the second floor.

Do you have an ice machine?

There is an ice machine that you can use for free inside the vending machine corner on the second 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.

Access / Parking

Is there parking?

Our hotel has no dedicated parking lot. We ask that you use the coin parking located nearby.

Staying with children

Are there any charges for children or accommodation charges for children sleeping in the same bed?

Preschoolers (up to kindergarten / nursery graduation) are free of charge.
From elementary school students, the price is the same as for adults. However, there may be additional rules when accompanied by two or more elementary school students, so please contact the hotel for details.

Junior high school students and above will be charged the same as adults without exception.

Charges and payment

What is the cancellation policy?

A cancellation fee will be charged starting the day before your scheduled stay.

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 before your scheduled stay.
Please note that cancellation fees may differ for other offfers or groups.
Please inquire by phone or email with any questions.

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.

Can I pay with a QUO Card?

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

I'd like to pay by bank transfer.

You may pay by bank transfer no later than 3 business days prior to your check-in date.
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.

Others

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 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 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. For more information, please contact hotel.

I have visitors, can I let them in the guest room during my stay?

Guest rooms and guest room floors are prohibited from entering except for guests who are staying at the hotel.
If you would like to have visitors, please use the lobby.

Is there a curfew?

No, there's no curfew. However, for security reasons, the front entryway will be locked between 1:00am and 5:00am.
Hotel guests can unlock the entryway using their card keys, however, We ask guests who haven't yet checked in to contact the front desk over the intercom.
Further, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.

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 send items by courier from the hotel?

We handle shipping through Yamato Transport. We also have cardboard boxes available for sale. Packages will be shipped without a cover, so please let our staff know should you require one.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.

Can you put my name on the waiting list in case there is a cancellation?

We are sorry, but we do not have a waitinglist of cancellations.
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.

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