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

Can I call an outside line from the room phone?

You cannot make outside calls from the guest rooms.
There is a pay phone at the lobby on the 1st floor, so please use it for that.

You cannot make international calls on the pay phone.
There is a dedicated phone at the front desk, so please consult with us if you wish to make an international call.
(Call charges will be charged after the call is over.)

Can you put me on the waiting list?

We are sorry, but we do not have a waiting list.
We apologize for the inconvenience, but please set aside some time to search for room vacancy again or contact the hotel.

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?

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If I make a reservation by phone, can I get the room rate that is displayed on the Internet reservation site?

Rates on the Internet reservation site and rates for reservations made over the phone are different.
If you wish to book the accommodation plan and rates shown on the Internet, please make your reservation through the Internet reservation site.

Can I make copies or faxes in the hotel?

Yes, we do. We accept the following      
B&W 10 yen (per sheet)
Color 50 yen (per sheet)
Domestic FAX 50 yen (per sheet)
Overseas FAX 100 yen (per sheet)
 

Is there a restaurant?

There is no restaurant in the hotel.
There are many restaurants in the vicinity of the hotel, and a map of nearby restaurants is available, so please ask at the front desk.

Is there a laundromat available?

Two coin-operated laundromats are located on the 3rd floor.
 

Is there a children's rate?

There is no charge for lodging.
Preschool children (up to graduation from kindergarten or nursery school) are free of charge. Elementary school students and older are charged the same rate as adults.
Breakfast for elementary school students is 420 yen.
For junior high school students and older, the room and breakfast rates are the same as for adults.

Facilities

Is there a security box?

There is no security box.
The front desk will enclose your valuables in a bag and keep them in a safe in the hotel office.
Some items may not be accepted due to size or value.

Is there any place to smoke in the hotel?

We are sorry, but there is no smoking area in public spaces.

Guests who smoke must reserve a smoking room.
We have smoking rooms and non-smoking rooms.

*Smoking of e-cigarettes and smoke-free cigarettes is only allowed in smoking rooms. 

I'd like to relax in the lounge after checking in.

After 3:00 p.m., the lounge will be for the exclusive use of guests staying at the hotel, so please feel free to relax there.

We also have vending machines right next to the lounge, so please purchase a drink and relax at the lounge.

Newspapers and tourist information magazines are available at the lobby next to the lounge. Please feel free to take a look.

You can also use it as a place to talk with your friends.

* The lounge space may be reserved until 5:00 p.m. If it is reserved, you may not use it from 3:00 p.m. to 5:00 p.m.
Thank you for your understanding.

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 a parking area?

There is no exclusive parking lot for the hotel.
There is a nearby coin-operated parking lot that is affiliated with our hotel.
 
Affiliated parking lot
 
Location: Totsukana Parking Lot (approx. 600 units)
Address: 16-1, Totsuka-cho, Totsuka-ku, Yokohama, 244-0003
Along the building adjacent to our hotel
Website https://totsukanamall.com/
Parking fee: ¥1,200/24 hours (regular rate: ¥1,800)
*The ticket from this parking lot is the kind of ticket that will not allow you to get in and out midway through its validity.
Height limit: Up to 2.1m height
 
There is a bus center in front of our hotel, so you cannot park vehicles there.
Please come to the hotel after you have parked your car in one of the parking lots.
If you show your parking ticket at the front desk, we will sell you a discount ticket that can be used when you leave the parking lot.

Is there a convenience store nearby?

There's a Lawson within less than a minute walk.

Food/restaurant

Do you serve breakfast?

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

Can anyone other than the guests staying at the hotel have breakfast?

Yes, they may have breakfast for ¥800 together with guests staying at the hotel.
Please use this area when meeting someone, etc.

The meal tickets are sold at the hotel's front desk.
 
*From October 1, 2019, the price will change to ¥820 due to the consumption tax increase.

Charges and payment

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.

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 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.

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.

I'd like to rent the lounge for a group during the day, is that possible?

Yes, we can rent out the lounge between 11:00 a.m. to 5:00 p.m.
Please contact the hotel front desk for the rental charges.

*The lounge becomes a free space exclusive for guests staying at the hotel from 5:00 p.m., so we basically do not rent it during that time.
*You can use the blinds so you cannot be seen from the outside, but this is inappropriate for meetings and other important activities because the lounge is an open space.
* There are rules for the use of the lounge. You may not use it for purposes that do not comply with the applicable rules.
Please contact the hotel front desk for details.

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 you send a courier service from the hotel?

We accept payment at the front desk by prepaid or cash on delivery. Cardboard is also available (for a fee).

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