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.

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.

Are there rooms suitable to accommodate families?

We recommend the Boutique Twin room. It has a sofa bed and a maximum of three people can stay in this room. Please be advised that we do not allow co-sleeping in the sofa bed. We ask for your understanding.

Can I call an outside line from the room phone?

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

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.

Is there any cell phone charger ?

It is available at the reception desk.

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
・ Ice bucket
・ Cold compress
・Alarm clock

Can I rent a wheelchair?

We have prepared one wheelchair for rental. It can be borrowed from the front desk, so please don't hesitate to inquire. Additionally, the wheelchair is only to be used within the hotel ficilities. We ask for your understanding.

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.

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

Yes, several varieties of coffee and black tea are available in the front lobby.

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 Internet available in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms. 

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

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Facilities

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.

I know that all of the rooms are non-smoking, but is there a place I can smoke?

Please use the smoking booth on the front floor.

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 a gym and a spa in the hotel?

Unfortunately, there are no gym or spa facilities within the hotel.

Is there a computer I can use for free?

In the front lobby, there is a computer which guests may freely use. Please take advantage of it if you'd like to look something up.

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 grand bath?

Unfortunately, we don't have one at this hotel. We offer various bath powders as a free amenity.
Please use them for a moment of relaxation.

Do you lend computers?

We do not have computers to lend.

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 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.

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.

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?

There's a Seven-Eleven within less than a minute walk.

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

I would like to know the cost allocation for the accommodation tax.

In Osaka, an accommodation tax is levied according to tax ordinance. The accommodation fees displayed on this website include the accommodation tax.
For details on the accommodation tax, please check the Osaka Prefecture homepage.

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?

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.

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