FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
Can minors stay at your hotel?
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?
Please visit guests in the lobby.
Can I send packages/mail in advance by courier, post, etc.?
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?
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.?
Thank you for your understanding.
Can you send a courier service from the hotel?
Can I use the Internet in my room?
LAN cables are available at the front desk.
What kind of TV channels are available in my room?
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?
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?
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?
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 apologize for the inconvenience, but please search again for availability or contact the hotel.
What time is check-in / check-out?
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?
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?
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?
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?
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?
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?
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?
Can I make copies or faxes in the hotel?
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?
Alcohol, cigarettes, ATMs, etc. are available 24 hours a day.
Do you have coin laundry machines?
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?
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?
Access / Parking
Where do buses leave for at the bus stop at your hotel?
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?
Please see the access page for details.
Where should I get off at Tokyo Metropolitan Expressway?
Both are on the Wangan Line of the Metropolitan Expressway.
How can I pay by bank transfer?
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?
Both are about three-minute walk from the hotel.
Can I walk to Odaiba from the hotel?
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?
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?
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?
Is the restaurant non-smoking?
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 have a list of allergy ingredients for the breakfast and lunch buffets.
Staying with children
Is there a children's rate?
What is the room rate for an overnight stay with a child?
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?
Basically, the cheapest way is to make a reservation on the official website of our hotel.
Others
Can I order a massage service?
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?
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?
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?
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)?
"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.