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?

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

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.

What kinds of amenities do the rooms have?

Each room contains amenities such as:

・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?

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
・ Three sided mirror
・ Desk lamp
・ Rental PC（1,000yen/per night)
・ Ice bucket
・ Cold compress

Do you offer early check-in?

We begin accepting check-ins at 12:00pm. We charge 1,000 yen for each hour between 12:00 and 15:00. In some circumstances, the cleaning status of the room may mean that early check-in is not an option. We ask for your understanding.

What kind of drink can we have at the free amenity corner ?

The free amenity corner has several varieties of green tea, coffee, and black tea.

Can my check-out time be extended?

Check out time is normally 11:00am, but it can be extended for a fee of 1,000 yen per hour. (Check-out time cannot be extended past 14:00.) Further, please be aware that depending on the day, an extension to your check-out time may not be possible. We ask for your understanding.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

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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, 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.
連泊の札

Facilities

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?

Vending machines are located on the even-numbered floors from the 10th floor and up.
Soft drinks and alcohol are available for purchase.

Is there a coin laundry or microwave available?

Yes. Microwave is located in the Laundry area on the 4th floor

Is there an ice machine?

Free ice machines are located on the even-numbered floors from the 6th floor and up. Cups are available next to the ice machines.

Access / Parking

Is there parking?

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

Are there any convinience stores nearby?

Lawson, a 24-hour convenience store, can be accessed directly from the lobby on the 1st floor.

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

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.

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: 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?

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

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 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.

Can I meet someone who isn't a guest of the hotel on the premises?

For security reasons, we ask that you refrain from allowing individuals other than hotel guests into your room. Please conduct such meetings in the lobby.

Is there a curfew?

There is no curfew. You can freely enter and exit the hotel 24 hours a day. You need to use your room card key for lobby elevator access on the 1st floor, so please make sure to bring your room key with you. Please notify us in advance if your arrival time will be significantly later than planned.

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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