FAQ

Accommodation / rooms
Cleaning of guest rooms for consecutive nights
Facilities
Access / Parking
Food/restaurant
Staying with children
Charges and payment
Others

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

Can I check in and check out at the annex?

For guests staying at the annex, please perform the check-in procedures at the main building (front desk on the 2nd floor).
As for check-out, please use the check-out machine on the 1st floor of the annex.

I hope there are more outlets.

Extension cords are available at the front desk.
While there is a limited number available, please feel free to request for an extension cord.

Do you have a late check-out service or plan?

Extension is ¥1,000 yen per hour.
You can extend until 2:00 p.m.
We also have a late check-out plan, so we hope you will confirm this through the plan list.
(The rooms under the applicable plan may be fully booked. We ask for you understanding in advance.)

The height of the pillows did not suit me. Are there pillows with a different height?

They are limited in number, but we offer two types of pillows at the front desk that are different from the regular ones: Tempur pillows and memory foam pillows. Please feel free to ask.

Do you have a cosmetic mirror in the room?

They are limited in number, but we have three-sided mirrors that can be placed on the table. Please ask the front desk.

Can I call an outside line from the room phone?

We're very sorry. Outside lines cannot be reached from the room phones.

Is there any cell phone charger ?

Cell phone chargers are permanently available in each room.
We have put it in the drawer, so please use it.

Why was there no water in the humidifier?

Due to issues concerning hygiene, we do not put water in it. If you will be using it, remove the tank on the right side of the main body of the humidifier and then fill it with water. We apologize for the inconvenience, and thank you for your cooperation.
If you will be using the machine solely to purify the air, then you do not need to put water in it.

Do you have any drinks such as tea packs?

Packs of Japanese tea and black tea are in available in the free amenity corner at the lobby on the 2nd floor of the main building.
In the free amenity corner, we also offer bath salts, body sponge, and other products.
We ask for your cooperation by getting just one piece per person so that we can continue this service.

Do you have earplugs in the hotel?

We have complimentary earplugs. Please contact the front desk if you would like earplugs.

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 Internet available in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms. You can connect using your own computer.

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.

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

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

Yes, it is open 24 hours a day. Please contact us if you will be arriving after 12:00 a.m. Please understand that a room might not be available if you do not contact us in that case.

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.

Do you have an ice machine?

There is an ice machine that you can use for free inside the vending machine corner on the Main building 4th Floor/Annex 12th 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

I have arrived at Shimbashi Station. Which exit should I go out from?

If you are at JR Shimbashi Station, the Hibiya Exit is the exit nearest to our hotel.
The landmark for Hibiya Exit is SL Square.
Walk for 1 to 2 minutes with the road in front of SL Square on your right, and you will see our hotel.
If you will be coming from Shimbashi Station on the Ginza Line, Exit 7 will be the exit nearest to our hotel.
Get out from Exit 7 and walk for 1 minute to the right, and you will see our hotel.
Your landmark is the building with FamilyMart the 1st floor, Ootoya on the 2nd floor.
The entrance may be a bit difficult to find. It is on the 2nd floor, so please use the stairs or elevator.

Please feel free to call us if you get lost!

Is there a parking area?

This hotel does not have a dedicated parking area. Please use a paid parking service nearby.

Food/restaurant

Do you serve breakfast?

Yes, we do. Please refer the breakfast page for details.

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

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.
For organizations with 12 or more persons, there are separate rules on cancellation fees for organizations.

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.

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 payments at the front desk of the hotel. Please take notice of this.

We accept the following credit cards and QR code payments.
credit cards accepted: VISA,MasterCard,JCB,American Express,Diners,Discover card, Union Pay
QR code payments 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 payments. We do not accept cash payments.
credit cards accepted: VISA,MasterCard,JCB,American Express,Diners,Discover card, Union Pay
QR code payments 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 payments 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 payments accepted: ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay
*You may use credit cards and QR code payments at the front desk of the hotel. We do not accept cash payments.

Others

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 each hotel.

Can I leave my bags at the hotel before checking in or after checking 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.

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