FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
Can minors stay at your hotel?
Minors can stay too. However, in case of one person under age staying or two people under age staying together, we ask them to submit "written consent" from a "person in parental authority."
After downloading "written consent to accommodation of a minor" from below, please have your parent fill in the form and submit it to the front desk when you check in."
Minor Consent Form
After downloading "written consent to accommodation of a minor" from below, please have your parent fill in the form and submit it to the front desk when you check in."
Minor Consent Form
I have a visitor. Can he/she enter the guest room during his/her stay?
Guest rooms and guest floors are off-limits to non-guests.
Please visit guests in the lobby.
Please visit guests in the lobby.
Can I send packages/mail in advance by courier, post, etc.?
Please send the baggage to the hotel's attention with the guest's name and check-in date, and the arrival date of the baggage as the "designated check-in date".
Please send your luggage in the same name as the name given at the time of reservation.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
We do not accept payment on delivery, so please pay at the time of shipment.
For more information, please contact each hotel.
Please send your luggage in the same name as the name given at the time of reservation.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
We do not accept payment on delivery, so please pay at the time of shipment.
For more information, please contact each hotel.
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.
If you wish to book the accommodation plan and rates shown on the Internet, please make your reservation through the Internet reservation site.
Can you make reservations at restaurants, etc.?
The hotel is not able to accept reservations on behalf of the restaurant.
Thank you for your understanding.
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).
Can I use the Internet in my room?
If you bring your own PC or Internet connection device, you can connect via LAN cable or Wi-Fi.
LAN cables are available at the front desk.
LAN cables are available at the front desk.
What kind of TV channels are available in my room?
Digital terrestrial television broadcasting, satellite broadcasting (BS digital broadcasting), Disney information channel STYLE (*) and broadcasting in foreign languages (*) are available.
Please refer to the operation guide on the remote control rack next to the TV for viewing instructions and channels.
Note: There are rooms where you cannot watch Disney information channel STYLE or broadcasting in foreign languages. We would appreciate your understanding.
Please refer to the operation guide on the remote control rack next to the TV for viewing instructions and channels.
Note: There are rooms where you cannot watch Disney information channel STYLE or broadcasting in foreign languages. We would appreciate your understanding.
Can I watch movies on my room's TV?
If you stay on the regular floor (the 3rd to 16th floors), you can use VOD.
To watch a movie, please buy a "Room theater ticket" at the ticket vending machine near the elevator hall on each floor. (It is located in the center of the floor on the 10th floor only.)
You can watch movies until 11:00 the next day for 1,000 yen.
Customers on the premium floor can watch WOWOW satellite broadcasting.
Please refer to the operation guide on the remote control rack next to the TV for viewing instructions.
To watch a movie, please buy a "Room theater ticket" at the ticket vending machine near the elevator hall on each floor. (It is located in the center of the floor on the 10th floor only.)
You can watch movies until 11:00 the next day for 1,000 yen.
Customers on the premium floor can watch WOWOW satellite broadcasting.
Please refer to the operation guide on the remote control rack next to the TV for viewing instructions.
Can I change the settings on the room's air conditioning system?
The control of the air conditioning system in our hotel is centralized, so it is no longer possible to switch between air conditioning and heating in each guest room.
Please note that even if the temperature is changed, it will not be switched to from Heating ⇒ Cooling (Cooling ⇒ Heating).
We apologize for the inconvenience, and thank you for your understanding.
Please note that even if the temperature is changed, it will not be switched to from Heating ⇒ Cooling (Cooling ⇒ Heating).
We apologize for the inconvenience, and thank you for your understanding.
Can I use a VJA Gift Card or JCB Gift Card?
The hotel is open for use by guests.
This hotel is a member store of VJA Gift Card and JCB Gift Card.
(Terms and conditions of use are as stated on the face of the card.)
This hotel is a member store of VJA Gift Card and JCB Gift Card.
(Terms and conditions of use are as stated on the face of the card.)
Can I be placed on a waiting list?
We regret to inform you that we do not accept waiting lists.
We apologize for the inconvenience, but please search again for availability or contact the hotel.
We apologize for the inconvenience, but please search again for availability or contact the hotel.
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.
However, if the time differs on your plan, the time on your plan will be given priority.
Can I check in before the specified time or extend my check-out time?
Early check-in is available from 12:00 p.m. on the day of check-in for an additional charge of ¥1,000 per hour per room.
If you are a Sotetsu Hotels Club member and make a reservation on the official website, check-in time is from 14:00.
Late check-out time can be extended up to 14:00 on the same day for an additional charge of 1000 yen per hour per room.
Please note that after 2:00 p.m., a one-night room charge will be applied for that day.
If a Sotetsu Hotels Club member makes a reservation on the official website, check-out time is 12:00 (not applicable to some hotels).
Both early check-in and late check-out may not be available depending on the situation on the day of your stay, so please contact us first.
Please note that we may not be able to accept early check-in or late check-out depending on the situation on the day of the reservation.
* For "Standard Suites", "Deluxe Suites", and "Executive Suites", an extension fee of 3,000 yen per hour will be charged.
If you are a Sotetsu Hotels Club member and make a reservation on the official website, check-in time is from 14:00.
Late check-out time can be extended up to 14:00 on the same day for an additional charge of 1000 yen per hour per room.
Please note that after 2:00 p.m., a one-night room charge will be applied for that day.
If a Sotetsu Hotels Club member makes a reservation on the official website, check-out time is 12:00 (not applicable to some hotels).
Both early check-in and late check-out may not be available depending on the situation on the day of your stay, so please contact us first.
Please note that we may not be able to accept early check-in or late check-out depending on the situation on the day of the reservation.
* For "Standard Suites", "Deluxe Suites", and "Executive Suites", an extension fee of 3,000 yen per hour will be charged.
Do you have room service?
This service is available from 5:00 p.m. to 9:00 p.m.. (Extension: 2902 Patio)
Please see the restaurant page for the menu.
(Room service may not be available due to special circumstances such as the restaurant being booked.)
Please see the restaurant page for the menu.
(Room service may not be available due to special circumstances such as the restaurant being booked.)
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.
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.
What are the fixtures, amenities, etc. in the guest rooms?
Free Amenities] *Amenities are available on the lobby floor.
Toothbrush, hairbrush, razor, cotton swab, bath salts, body sponge, skin care products, coffee/tea/green tea
[Room Amenities] *Amenities available in guest rooms.
2-piece pajamas, disposable slippers, various towels, shampoo, conditioner, body soap, deodorant spray
[Room amenities]
LCD TV, free Wi-Fi, extension phone, cold storage, toilet with washing machine, air purifier, hair dryer, and hair dryer. Electric kettle
Please feel free to contact the hotel if you have any further questions.
Toothbrush, hairbrush, razor, cotton swab, bath salts, body sponge, skin care products, coffee/tea/green tea
[Room Amenities] *Amenities available in guest rooms.
2-piece pajamas, disposable slippers, various towels, shampoo, conditioner, body soap, deodorant spray
[Room amenities]
LCD TV, free Wi-Fi, extension phone, cold storage, toilet with washing machine, air purifier, hair dryer, and hair dryer. Electric kettle
Please feel free to contact the hotel if you have any further 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.
Facilities
Is there an ice machine?
Ice machines are located on each of the 3rd through 16th floors and are available for use 24 hours a day.
There are no ice machines on the premium floors (17th to 20th floors).
* Please use the ice machines on the regular floors, although the elevators are different.
There are no ice machines on the premium floors (17th to 20th floors).
* Please use the ice machines on the regular floors, although the elevators are different.
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.
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 a place to smoke in the hotel?
Smoking area is located on the 2nd floor.
Can I make copies or faxes in the hotel?
Please come to the front desk when you use the service.
Photocopying ¥20/page
Fax: Up to 10 domestic pages ¥200, 11 or more pages ¥400, 10 overseas pages ¥400, 11 or more pages ¥800
Photocopying ¥20/page
Fax: Up to 10 domestic pages ¥200, 11 or more pages ¥400, 10 overseas pages ¥400, 11 or more pages ¥800
Is there a convenience store nearby?
There is a Lawson on the 2nd floor of the hotel.
Alcohol, cigarettes, ATMs, etc. are available 24 hours a day.
Alcohol, cigarettes, ATMs, etc. are available 24 hours a day.
Do you have coin laundry machines?
hey are on the 3rd, 8th, 12th, 15th and 20th floors. (Only the one on the 20th floor is exclusively for guests on the premium floor.)
Detergent is automatically added.
Since other customers will also use them, please pick up your laundry as soon as possible.
[LAUNDRY SERVICE]
We have a slip and a laundry bag in the drawer of the guest room desk.
Please fill in your room number, your name and the number of items on the slip and bring it to the front desk.
If we receive your laundry by 10:00, we will have it ready for you by 19:00 normally.
Please pick it up at the front desk after 19:00.
(We accept laundry service orders from Monday to Saturday except Sundays, Holidays, Japease Bon Festival, End-year and New Year Holidays.)
Detergent is automatically added.
Since other customers will also use them, please pick up your laundry as soon as possible.
[LAUNDRY SERVICE]
We have a slip and a laundry bag in the drawer of the guest room desk.
Please fill in your room number, your name and the number of items on the slip and bring it to the front desk.
If we receive your laundry by 10:00, we will have it ready for you by 19:00 normally.
Please pick it up at the front desk after 19:00.
(We accept laundry service orders from Monday to Saturday except Sundays, Holidays, Japease Bon Festival, End-year and New Year Holidays.)
Can I exchange foreign currencies?
Please use the foreign-currency exchange machine (available 24 hours) located on the first floor.
Foreign currency bills can be exchanged for the Japanese yen, but not vice versa.
[Accepted Currency]
United States Dollars / Euros / Chinese Yuan / Korean won / British Pounds / Hong Kong Dollars / New Taiwan Dollars / Australian Dollars / Singapore Dollars / Malaysian Ringgits / Philippine Peso / Thai bahts
*Only foreign currency bills, not coins, may be exchanged.
*The rate will change daily.
For other currency, please use the foreign currency exchange offices located in "Diver City Tokyo Plaza" and "Aqua City Odaiba" in Odaiba.
Foreign currency bills can be exchanged for the Japanese yen, but not vice versa.
[Accepted Currency]
United States Dollars / Euros / Chinese Yuan / Korean won / British Pounds / Hong Kong Dollars / New Taiwan Dollars / Australian Dollars / Singapore Dollars / Malaysian Ringgits / Philippine Peso / Thai bahts
*Only foreign currency bills, not coins, may be exchanged.
*The rate will change daily.
For other currency, please use the foreign currency exchange offices located in "Diver City Tokyo Plaza" and "Aqua City Odaiba" in Odaiba.
Can I go to the lobby and restaurant in pajamas and slippers?
Guests are not allowed to move in the building in pajamas and slippers.
Access / Parking
Where do buses leave for at the bus stop at your hotel?
"Airport Limousine Buses" for Haneda Airport and Narita Airport are available, and exclusively for our guests, free "Good Neighbor Hotel Shuttle" for Tokyo Disney Resort (R) is also available.
They are all advance reservation-only, but we do not accept reservations over the phone. Please refer to the access page for details.
*Limousine buses for the airport are temporarily suspension due to the spread of the new coronavirus(COVID-19).
They are all advance reservation-only, but we do not accept reservations over the phone. Please refer to the access page for details.
*Limousine buses for the airport are temporarily suspension due to the spread of the new coronavirus(COVID-19).
Do you have a parking lot?
We can accommodate approximately 700 cars both at hotel parking lot and outside affiliated parking lot.
Please see the access page for details.
Please see the access page for details.
Where should I get off at Tokyo Metropolitan Expressway?
If you are coming from the Chiba area, please get off at the "Ariake Ramp," and if you are coming from the Oi area, please get off at "Rinkai Fuku-Toshin Ramp."
Both are on the Wangan Line of the Metropolitan Expressway.
Both are on the Wangan Line of the Metropolitan Expressway.
How can I pay by bank transfer?
Payment can be made by bank transfer at least 3 business days prior to the check-in date. In case of bank transfer, please contact us by phone.
Note: If you pay for your stay and cancellation fee by bank transfer, you will be responsible for the bank transfer fee. Please understand this beforehand.
Note: If you pay for your stay and cancellation fee by bank transfer, you will be responsible for the bank transfer fee. Please understand this beforehand.
Where is the nearest station?
The closest are "Kokusai-Tenjijo Station" on the Rinkai Line and "Tokyo Big Sight Station" on the Yurikamome Line.
Both are about three-minute walk from the hotel.
Both are about three-minute walk from the hotel.
Can I walk to Odaiba from the hotel?
It takes about 15 to 30 minutes on foot, depending on the destination.
If you go by train, it is convenient to take the train on the "Yurikamome Line" and get off at a station in the Daiba area.
If you go by train, it is convenient to take the train on the "Yurikamome Line" and get off at a station in the Daiba area.
Food/restaurant
Is there a restaurant?
Yes, we do.
Opening hours are as follows.
2nd Floor Restaurant Sousai Patio
Breakfast 6:45-10:30 (last order 10:00)
Lunch and Dinner (closed for the time being)
1st Floor Banyan Tree Cafe
Lunch: 11:30-14:30 (last order 14:00)
*. Closed on Mondays, Sundays and holidays.
* Store hours may be subject to change without notice depending on the future status of the new coronavirus infection.
Opening hours are as follows.
2nd Floor Restaurant Sousai Patio
Breakfast 6:45-10:30 (last order 10:00)
Lunch and Dinner (closed for the time being)
1st Floor Banyan Tree Cafe
Lunch: 11:30-14:30 (last order 14:00)
*. Closed on Mondays, Sundays and holidays.
* Store hours may be subject to change without notice depending on the future status of the new coronavirus infection.
What are the breakfast hours? What's on the menu?
Breakfast is served at the "2nd Floor Restaurant Sousai Patio".
Opening hours: 6:45-10:30 (last order 10:00)
A rich breakfast buffet featuring croissants and waffles imported directly from France, fresh vegetables with homemade dressing, Vietnamese noodles "pho", special curry, vegetable juice, fruit cocktail....
A wide variety of menu items to make your morning enjoyable!
*Menu content varies depending on the season. Please be forewarned that the menu may vary depending on the season.
*The restaurant may change its business hours without prior notice depending on the status of new coronavirus infection in the future.
Opening hours: 6:45-10:30 (last order 10:00)
A rich breakfast buffet featuring croissants and waffles imported directly from France, fresh vegetables with homemade dressing, Vietnamese noodles "pho", special curry, vegetable juice, fruit cocktail....
A wide variety of menu items to make your morning enjoyable!
*Menu content varies depending on the season. Please be forewarned that the menu may vary depending on the season.
*The restaurant may change its business hours without prior notice depending on the status of new coronavirus infection in the future.
Can non-guests eat breakfast?
Breakfast only can be served at the restaurant for 1,760 yen (tax included) on the same day.
Is the restaurant non-smoking?
Smoking is prohibited all day at "Sosai Patio" on the 2nd floor and "Banyantree Cafe" on the 1st floor.
There is a smoking room inside the building. Please use it when you smoke.
There is a smoking room inside the building. Please use it when you smoke.
Could I request the removal of certain foods I am allergic to or can't eat?
We will do as much as we can to handle it.
We have a list of allergy ingredients for the breakfast and lunch buffets.
We have a list of allergy ingredients for the breakfast and lunch buffets.
Staying with children
Is there a children's rate?
There is no child charge. Children older than the age for sleeping with an adult are included in the number of adults.
What is the room rate for an overnight stay with a child?
Preschool children (up to graduation from kindergarten or nursery school) are free of charge.
From elementary school students, the fee is the same as for adults. However, when two or more elementary school students are accompanying, there may be additional regulations.
Children of junior high school age and older are charged the same rate as adults without exception.
From elementary school students, the fee is the same as for adults. However, when two or more elementary school students are accompanying, there may be additional regulations.
Children of junior high school age and older are charged the same rate as adults without exception.
Charges and payment
How much does overnight accommodation cost?
Accommodation fees vary according to the date.
Basically, the cheapest way is to make a reservation on the official website of our hotel.
Basically, the cheapest way is to make a reservation on the official website of our hotel.
Others
Can I order a massage service?
Room massage services are available. Business hours are from 19:00 to 26:00 at night.
Please call extension 2806 during business hours.
You can also use aroma esthetic massage.
For appointments or details about aroma esthetic massage, please call 0120-350-799.
Please call extension 2806 during business hours.
You can also use aroma esthetic massage.
For appointments or details about aroma esthetic massage, please call 0120-350-799.
Do you have any special services for birthday?
We will prepare a massage card and small treats for you if you would inform us in advance.
Also, please note that we do not have a birthday cake or something special meals / sweets.
Also, please note that we do not have a birthday cake or something special meals / sweets.
Do you have a curfew if we go out?
We do not have a curfew.
The entrance on the 1st floor is open 24 hours a day. Also, you may take your room key with you when you go out.
The entrance on the 1st floor is open 24 hours a day. Also, you may take your room key with you when you go out.
Can I leave my luggage before check-in/after check-out?
Yes, we can keep your room at the front desk both before check-in and after check-out.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For more information, please contact each hotel.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For more information, please contact each hotel.
Can I purchase Park tickets for Tokyo Disneyland (R) and Tokyo DisneySea (R)?
You can purchase "1-Day Passport", "2-Day Passport", "3-Day Magic Passport" and "4-Day Magic Passport" at the front desk of the hotel.
"1-Day Passport" does not have a specified date, so you cannot enter the park if the entrance is restricted due to congestion. Also, we cannot refund your money either.
"1-Day Passport" does not have a specified date, so you cannot enter the park if the entrance is restricted due to congestion. Also, we cannot refund your money either.
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