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

My shoes got wet and I want to dry them. Is there a good way to do that?

We have a shoe dryer that you can rent.
There are 4 units in stock.
Please use them!

Is sleepwear available?

Yes, we have pajamas. The pajamas are one-size-fits-all. 
We also have size LL and yukata (light cotton kimono), so if you need them, please ask the front desk.
The number is limited, so please let us know as soon as possible if you wish to use them.

What time is check-in / check-out?

Check-in is at 15:00, and check-out is at 11:00.
However, if the time differs on your plan, the time on your plan will be given priority.

Is there a pot?

There is an electric pot and coffee cups in the guest rooms. We have placed them on the shelf beside the desk.

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?

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.

Facilities

Do you have any space to smoke?

Yes. There is a smoking booth next to the front entrance at the 1st floor of the hotel.

Is there any ice that can be used in the guest room?

Yes, there is an ice machine at the back of the hallway in the hotel's 2F lobby.
There are also clear cups where you can put the ice. [Free of charge]

Do you have coin laundry machines?

There is a laundromat at the end of the hallway in the hotel's 2F lobby.
There are two washing machines and two dryers, and the detergent is automatically loaded into the machines.

Is there a computer I can use for free?

There is a computer available in front of the front desk on the 2nd floor and you can use it at any time.
For those who want to use a computer in their room, we have laptops that you can rent for ¥1,000 per night.

Do you have a microwave oven?

Yes!

There is a microwave oven available on the 2nd floor.
To everyone staying at the hotel, please feel free to use it.

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

Please tell me about access to Yokohama Station.

There are three railway companies operating at Shonandai Station. This station is very convenient.
If you're going to Yokohama Station, it will take about 34 minutes by Sotetsu Line.

Other access methods:
(1) Go to Totsuka Station via the municipal subway and transfer to JR Tokaido Line.
(2) Go to Yamato Station via the Odakyu Line and transfer to Sotetsu Line.
(3) Go to Fujisawa Station via the Odakyu Line and transfer to JR Tokaido Line.

Is there a parking area?

There is a mechanical parking lot (12 vehicles) in the hotel.
★ [1 night stay (from 3:00 p.m. - 11:00 a.m. the next day): ¥1,000 (including tax)]

Only guests staying at the hotel for two or more nights in a row can reserve a slot in the multilevel pay parking lot.
For guests staying for a night, you may park at the hotel from 3:00 p.m. if there is a vacant slot. First come, first served basis.
*The parking lot may be full even if you come at 3:00 p.m. due to guests staying at the hotel for two or more nights in a row. In this case, please use one of the many pay parking lots in the neighborhood.
For guests staying for a night, it will be on a first come, first served basis at the hotel from the start of reception at 3:00 p.m.

*Cars of the following size can be parked.
 [For ordinary cars]
 Overall length: 5,000 (mm) Overall width: 1,850 (mm)
    Overall height: 1,550 (mm) Weight: 2,000 (kg)
 [High-roof vehicles]
 Overall length: 5,000 (mm) Overall width: 1,850 (mm)
    Overall height: 2,000 (mm) Weight: 2,300 (kg)

*We are terribly sorry, but modified vehicles may not park. We are hoping for your understanding.

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

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 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 payments.
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 payments.

Others

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.

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

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 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.

SOTETSU HOTELS CLUB Great Value Cashback Membership Program Numerous Benefits!

Membership program renewal on September 28, 2021
From point program to cashback!

More value with the SOTETSU HOTELS CLUB app

  • App Store
  • Google Play
  • QRコード

SOTETSU HOTELS CLUB

SOTETSU HOTELS CLUB
See the details

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