FAQ

FAQ

Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.

Guest rooms and accommodations

Do doors to guest rooms have locks?

Yes. All guest rooms are equipped with locks.

Do guest rooms have en suite baths and toilets?

No. There are common shower rooms, restrooms and sinks.

Are there electrical outlets in the guest rooms?

Yes. All guest rooms come equipped with USB outlets and AC outlets.

Will nearby sounds leak into the room?

Sound-blocking walls and doors are in use, so you will not be disturbed by ordinary sounds.

Do guest rooms come equipped with televisions?

No, the guest rooms are not equipped with television.

Can I eat or drink in my room?

Yes, you may.
However, we ask that you please refrain from consuming items with a strong odor, would stain the bedding or walls, or otherwise inconvenience other guests.

Can I control the heating and air conditioning in my room?

Yes, it can be controlled within each guest room.

Do guest rooms have mobile phone chargers?

No, we do not provide a charger/charging cable.
However, each room has an AC outlet and a USB outlet.

What do guest rooms come equipped with as standard?

Guest rooms come with beds, multi-function in-room tablets, air conditioners, night lights, USB outlets, AC outlets, hangers, slippers, and trashcans.

Do guest rooms have in-room refrigerators?

No, guest rooms do not come equipped with refrigerators. Note that there are no refrigerators throughout the hotel.

Hotel and surroundings

The hotel is listed as fully non-smoking. Is there a smoking area?

Yes. There is a smoking room on the first floor.

Do you offer an Internet connection?

Yes. We provide free Wi-Fi service at the hotel.
Note that we do not offer a wired ethernet connection.

Does the hotel have vending machines?

Yes. You will find them on the first floor.

Is there a women's-only floor?

Yes. The women's only floor is vary depending on the hotel. For details, please see the relevant hotel's website.

Is there a public lounge?

Yes. There is a shared lounge on the first floor.

Is there a public bath?

No. We do not maintain a public bath.
Please make use of the common shower rooms.

Is there a coin-operated laundry on premises?

Yes. You will find the coin-operated laundry machines in the hotel. For details, please see the "Facilities" page on the relevant hotel's website.

What amenities do you offer?

Shower rooms come equipped with 2-in-1 conditioner & shampoo, body wash.

Do you offer lounge wear?

Yes. You will find the hotel's own pajama separates (top/bottom) on the first floor.

Do you provide towels?

Yes, we do. There is a bag in each room containing bath towels, face towels and toothbrushes.
Guests staying two or more nights consecutively will be provided new towels every day. Please hang your towel bag on the doorknob on the outside of your room door by 10:00AM.

Is there a parking lot?

No, we do not maintain a parking lot on premises. We encourage you to make use of a nearby coin-operated parking lot. Please refer to the Kyoto parking lot information site for more details on area parking.

Do the shower booths contain lockers? Do they have locks?

No. We do not have lockers in shower rooms, but the shower booths themselves have locking doors.

Are there women-only shower booths?

Yes. There is a women's shower room. The floor is vary depending on the hotel. For details, please see the relevant hotel's website.

Is there an ice machine?

No. We do not have an ice machine on premises.

Booking, prices, and payment

When am I expected to pay?

Please pay upon check-in at the front desk. You can pay by cash, credit card, or QR code payment. If someone other than the guest will be paying, the person will have to pay by the time the guest checks in. Please contact the hotel before arrival.

Are there cancellation fees?

Yes. The cancellation fees are listed below.
- Day prior: 20% of the booking cost
- Same-day: 80% of the booking cost
- No-show: 100% of the booking cost
Note that if booking online, the cancellation policy may differ in some cases. For details on your cancellation policies, please refer to the detailed description of your booking package or details listed in the booking confirmation e-mail you received.

I would like to amend or cancel my booking.

 
Guests who have made online reservations through this website may change or cancel their reservation from the hotel page where the reservation was made or from the URL provided in the confirmation email sent when the reservation was made.
Please note that when changing the date of your reservation, the room rate at the time of the change will be applied and may differ from the rate of your original reservation.
When prepaying with a credit card, this payment will be canceled and the rate for the new reservation will be charged.
If you made your booking by telephone, please call the hotel to change or cancel your booking.

Can minors stay at the hotel unsupervised?

Per regulations by the authorities, minors staying at the hotel require the consent of a parent or legal guardian.
Please present the parent or guardian's consent form at check-in time. If no consent form is provided, we may reserve the right to refuse the booking.
You can obtain a consent form below.
THE POCKET HOTEL Kyoto-Shijokarasuma
THE POCKET HOTEL Kyoto-Karasumagojo

What rates apply to children?

Children under elementary school age (up to kindergarten and graduation from nursery school) can share a bed with an adult free of charge.
Note that we limit up to one child per bed. Children of elementary school age and older are subject to regular adult rates.
If your party consists of one adult and one child of elementary school age or older, please make the booking for two adults.

Do you offer same day bookings?

Yes. Same day bookings are available, provided we have vacancies. Note that we may be unable to offer a same day booking if we are at full occupancy or have other restrictions.

Can I book online using a corporate name?

Yes. However, you are required to provide both the corporate name and the real name of the guest, as well as a contact address.

Can I use the hotel without a booking?

Yes. We offer same day stays if there are vacancies.

Can we stay as a party of two?

Yes. We offer twin rooms and other configurations equipped for parties of two.

Can we stay as a family?

Yes. However, please note that single rooms have an occupancy of one person, and twin and others rooms have an occupancy or two people.
Children of elementary school age and older are subject to adult rates. If staying as a party of three or more adults, you will require two or more rooms.
Some hotel locations offer guestrooms that can accommodate up to 4 persons. Please check the respective hotel websites for more information.

How can I book a stay?

You can book a stay from our official web site, other hotel booking sites, or by telephone. Our official web site always offers the best price, so we encourage you to use it.

Can I extend my stay if I have extenuating circumstances?

Yes. Provided vacancies allow, you can extend your stay. Please check our official web site for vacancies, or contact the front desk.

Do you accept credit cards?

Yes. We accept Visa, MasterCard, JCB, American Express, Diners Club Card, and Discover Card.
Note that UnionPay cards are not accepted at the automated check-in kiosks. Please come to the front desk if you wish to use a UnionPay card.

Do you accept payment using "electronic money" cards like PASMO, Suica, or Edy?

we accept the following QR code payments.
QR code payment accepted:  ALIPAY, WeChatPay, LINE Pay, PayPay, d barai, au PAY, Rpay
Other electronic money methods are not supported

I made a reservation for "advance payment by credit card", but can I change it to "payment on site"?

We apologize for the inconvenience. But the payment method cannot be changed after a reservation is made.
If you need to make changes, please first cancel the reservation, make a new reservation, and select "Pay on site." 

Can I pay online?

Yes, we accept credit card pre-payment. When making a reservation, please select "advance payment by credit card" in the payment method section. Click here for frequently asked questions about online credit card payment.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

 
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I made a reservation for "payment on site", but can I change it to "advance payment by credit card"?

We apologize for the inconvenience. But the payment method cannot be changed after a reservation is made.
If you need to make changes, please first cancel the reservation, make a new reservation, and select "Prepay by credit card."
 

How is the credit card information entered when making my reservation managed?

We do not retain any credit card information.
The payment company differs based on the reservation number.

[Reservation numbers starting in "T" made on or after November 15th, 2022]
Arrangements by tripla Co., Ltd. and advance payment by credit card are encrypted and linked to a payment agency.

[Reservation numbers with numerals only made before November 15th, 2022]
Only ZEUS CO.,LTD., the settlement agent, holds this information.
ZEUS CO.,LTD. Customer Support (24 hours a day, 365 days a year) 0570-02-3939

Can I get a receipt?

For payments made at the hotel, a receipt will be provided upon payment during check-in.
If you prepaid with a credit card during reservation, please check the information below as the way receipts are provided differs depending on how you made your reservation.

[Reservation numbers starting in "T" made on or after November 15th, 2022]
When using "Prepay with Credit Card" during your reservation, please issue the receipt online. Receipts can be issued after 12:00 am on the check-out date by going to the reservation confirmation page on the hotel page where the reservation was made or from the URL provided in the confirmation email sent when the reservation was made. While there is no limit to the period or number of times a receipt can be issued, it will be clearly marked "Reissue" from the second time onward.

[Reservation numbers with numerals only made before November 15th, 2022]
Please notify the front desk upon check-in.

I was unable to pay by credit card. What should I do?

[Reservation numbers starting in "T" made on or after November 15th, 2022]
Check that there are no mistakes in the information you entered, that you have not exceeded the limit of your card, and that your card is compatible with 3D Secure, then contact your credit card company.
If you are unable to resolve the issue, contact the hotel directly or make an inquiry here.

[Reservation numbers with numerals only made before November 15th, 2022]
Only ZEUS CO.,LTD., the settlement agent, holds this information.
ZEUS CO.,LTD. Customer Support (24 hours a day, 365 days a year) 0570-02-3939

 

Can I pay in installments?

Only lump-sum payments are accepted. Please note that we do not accept installment or revolving payments.

When will the payment be made? When is the invoice date?

Payment will be completed upon confirmation of the reservation. In addition, the billing date will vary depending on the contract with the credit card company used by the guests, so please contact your credit card company

I cancelled my reservation before the cancellation fee was due, but I have not received a refund.

 Payment will be completed as soon as the reservation is made, but it may take some time for the cancellation to be reflected at the credit card company side. Refunds will be processed based on the contractual agreement between the credit card company and the guests regarding the closing payment date.

Can I make same-day reservations after midnight?

Please inquire directly with the hotel.

I would like to make a reservation but am unable to log in.

Go to the inquiry form and put the content of the error message and that you are unable to log in as a member in the Inquiry field.
 

Use of the hotel

Is this a capsule hotel?

No, we are not a capsule hotel.
Capsule hotels tend to have rolling curtains in front of each capsule (guest room) and no locks. Our hotel offers private rooms that all have locking doors. However, guest rooms themselves are not equipped with en suite bathtubs and toilets. Please make use of the common shower rooms and restrooms.

Is this a business hotel?

We differ from mainstream business hotels.
While our rooms have locking doors and are compact like typical business hotel rooms, they do not come equipped with en suite bathtubs, toilets, or televisions.

Can you hold my luggage after check-out?

Please make use of the self-service baggage storage space on the first floor. Note that use of the baggage storage space is limited to same-day check-in and check-out use.
The baggage space has both free and installed wire-lock spaces.
A transportation IC card is required to use the installed wire-lock spaces.
There are no fees required for use.
We waive all liability for the theft or loss of items in the baggage space.

Do you offer coin-operated lockers?

No, we do not.
To store luggage somewhere other than the baggage space, please speak to the front desk. Charges apply.
(Charges range from 200-500 JPY/day and vary by size)

What time is check-in?

Guests can check in starting at 3:00 PM. If you wish to request an early check-in however, please ask a member of staff. If you are a SOTETSU HOTELS CLUB member, you can check-in from 2:00 PM.

Until what time can I check in?

You must check in by 1:00 AM on the day following your booking to be eligible. We may be able to accommodate later check-ins, but you must contact us first. Note that if you do not contact us for over two hours after the stated check-in time, your booking may be deemed cancelled per our accommodation policy.
Please also note that cancellation fees apply to same-day bookings. Thank you for your understanding.
If you expect to arrive later than the stated check-in time, please contact us.

Can I leave the premises after checking in?

Yes. You are free to enter and exit the hotel as needed.
Note that the entrance is locked at 1:00 AM, so you will require your room key to enter the hotel.
Please bring your room key with you when going out.

Is there a curfew?

The entrance is locked at 1:00 AM, so you will require your room key to enter the hotel.

How late is check-out?

Please check out by 11:00 AM. If you are a SOTETSU HOTELS CLUB member, you may delay your checkout time from 11:00 AM to 12:00 PM free of charge.

Can I extend my check-out time?

Yes. You can extend your check-out time in 30 minute increments at a rate of 500 JPY. If you are a SOTETSU HOTELS CLUB member, you may delay your checkout time from 11:00 AM to 12:00 PM free of charge.
Note that we may be unable to offer an extension if we are at full occupancy or have other restrictions.

How do I check out?

To check out, return your keycard to one of the automated check-out kiosks on the first floor.

Do you offer a cleaning service while staying for consecutive days?

We basically do not clean rooms for consecutive nights, but we charge a fee upon request.
In addition, even if there is no request, room cleaning will be conducted once every six days (free) in order to maintain the sanitary environment guided by the health center.

Do you provide new towels and lounge wear while staying in the hotel for consecutive days?

Guests staying two or more nights consecutively will be provided new towels every day. Please hang your towel bag on the doorknob on the outside of your room door by 10:00AM.
On-site wear is available on the first floor. Please feel free to use it.

Am I required to leave the room at some point during the day during a consecutive stay?

No. You are free to remain in your room if you wish.

Can I stay in the same room when staying for consecutive nights?

Generally, we can provide the same room, but in the event of prior or same-day bookings or extended stays, we may be unable to allocate the same room to you.

Do you offer a dry cleaning service?

We apologize, but we do not.
Please make use of the coin-operated laundry services in the hotel.

Do you accept foreign currency?

No, we do not.

Can I inquire as to the status of other hotel guests?

No. We never disclose personal information about other guests.

Can you ship my luggage to me?

We apologize, but we do not offer postal or courier shipment services. We can provide you with advice on nearby shipment facilities.

What security measures do you have in place?

All rooms feature locking doors. Elevators are equipped with a security feature to prevent non-guests from using them.
The men's and women's shower rooms require that a guest of the same sex use their keycard to enter. Furthermore, each floor is equipped with security cameras.

Do you offer a wake-up call?

No. However you can configure an alarm on the tablet found in your guest room.

Can I walk about the hotel in lounge wear?

Yes. You are welcome to use the hotel while wearing the lounge wear we provide.

Do you serve breakfast?

We apologize, we do not serve breakfast. Please make use of one of the nearby dining facilities.
Some hotel locations have tie-ups with nearby restaurants. Please check the respective hotel websites for more information.

I have an outside guest; can you send them to my room?

Guest rooms are for the exclusive use of guests and not for visitation by non-guests. Please make use of the common lounge area on the first floor.

Can you make restaurant bookings for me?

We apologize, but we do not handle restaurant or other bookings on behalf of guests.

I think I might arrive later than my expected booking time.

If you expect your time of check-in to be later than planned, please contact the hotel in advance. If you do not contact us for over two hours after the stated check-in time, note that your booking may be deemed cancelled.

Can I send my luggage on ahead of me to the hotel?

Yes. However we only accept luggage on the day before your check-in or on the same day of check-in. Note that we do not accept luggage shipped payable by the recipient on delivery.
Please indicate on the label the sender's name, guest's name, date of stay, and contact address.
Note that we cannot hold cash, valuables, breakables, raw items, or those requiring refrigeration or freezing.
Note that we do not offer shipment service from the hotel, so we are not equipped to receive packages sent with round-trip shipping attached.

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