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?
Please submit the consent form at check-in. If you do not submit it, we may refuse your stay.
Please use the consent form from the following.
Minor Consent Form
Is sleepwear available?
Is there any cell phone charger?
What kinds of amenities do the rooms have?
・Pajamas (top and bottoms separate)
・Disposable Slippers
・Various Towels
・Shampoo
・Conditioner
・Body Soap
Additionally, various free amenities are available.
Can I choose a specific room?
Can I call an outside line from the room phone?
Is there a trouser press?
Can I check in before the specified time or extend the check-out time?
In addition, check-out time can be extended (late check-out)for an additional fee of ¥1,000 per hour per room up to 2:00 p.m. on the day of check-out. Note that after 2:00 p.m., you will be charged for overnight stay for the day.
We may not be able to accommodate requests for early check-in and late check-out depending on the situation on the day of your stay, so please contact us first.
Do you offer any drinks other than green tea as an amenity?
Can my check-out time be extended?
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.
When I make a reservation by phone, can I make a reservation at the room rate displayed on the Internet reservation site?
If you would like the accommodation plans and rates displayed on the internet,
Please apply for a reservation via the internet reservation site.
Do you have a safe deposit box?
For valuables, you may put them in a valuables bag at the front desk and we will store them in the hotel's safe.
Please note that we may not be able to store your valuables depending on their size and value.
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 the water in the rooms potable?
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.
Why does SOU-BI-SUI taste delicious and why is it good for the body?
What is a SOU-BI-SUI?
Is there any smoking area inside the hotel?
Is there a computer I can use for free?
How is the hotel security?
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 vending machines in the building?
Is there a coin laundry or microwave available?
Do you have an ice machine?
Access / Parking
Is there parking?
Food/restaurant
Is there a restaurant?
Do you serve breakfast?
Can anyone other than the guests staying at the hotel have breakfast?
Please feel free to use for meeting etc.
Staying with children
Are there any charges for children or accommodation charges for children sleeping in the same bed?
From elementary school students, the price is the same as for adults. However, there may be additional rules when accompanied by two or more elementary school students, so please contact the hotel for details.
Junior high school students and above will be charged the same as adults without exception.
Charges and payment
What is the cancellation policy?
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 before your scheduled stay.
Please note that cancellation fees may differ for other offfers or groups.
Please inquire by phone or email with any questions.
When should I pay the accommodation fee?
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?
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?
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 payment.
Can I pay with a QUO Card?
I'd like to pay by bank transfer.
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.
Can I request that separate receipts be issued?
Others
I'd like to make a corporate contract.
Can I send items by courier from the hotel?
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.
Will you hold my luggage for me before check-in/after check-out?
Can you make a reservation for restaurants for me?
Can I stay with my pet(s)?
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
I have visitors, can I let them in the guest room during my stay?
If you would like to have visitors, please use the lobby.
Is there a curfew?
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.
Is there a convenience store nearby?
・Lawson
・Family Mart
・Seven-Eleven
Can you put my name on the waiting list in case there is a cancellation?
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.