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
Is sleepwear available?
Is there any cell phone charger ?
What kinds of amenities do the rooms have?
・Pajamas (top and bottoms separate)
・Disposable Slippers
・Various Towels
・Shampoo
・Conditioner
・Body Soap
Additionally, various free amenities are available.
Can I choose a specific room?
Can I call an outside line from the room phone?
Are there low pillows?
Is there a trouser press?
Are there any items that can be borrowed from the hotel?
Please inquire at the front desk.
・ Ion steamer
・ Curl dryer
・ Straight iron
・ Foam pillow
・ Blanket
・ Nail clipper
・ Iron/ironing board
・ Trouser press
・ Three sided mirror
・ Desk lamp
・ Rental PC(1,000yen/per night)
・ Ice bucket
・ Cold compress
Do you offer early check-in?
What kind of drink can we have at the free amenity corner ?
Can my check-out time be extended?
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.
Please tell me about the equipment and amenities in the rooms.
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, cold storage, toilet with washing machine, air purifier, hair dryer, electric kettle
Other amenities Electric kettle
Please feel free to contact the hotel if you have any other questions.
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
How is the hotel security?
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?
Soft drinks and alcohol are available for purchase.
Is there a coin laundry or microwave available?
Is there an ice machine?
Access / Parking
Is there parking?
Are there any convinience stores nearby?
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
Charges and payment
Do you impose cancellation charges?
・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.
When should I pay the accommodation fee?
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?
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: credit cards, 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?
Can I request that separate receipts be issued?
Others
I'd like to make a corporate contract.
Will you hold my luggage for me before check-in/after check-out?
Can you make a reservation for restaurants for me?
Can I stay with my pet(s)?
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
Can I meet someone who isn't a guest of the hotel on the premises?
Is there a curfew?