Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Click here to read about the frequently asked questions (FAQ) on THE POCKET HOTEL brand as a whole.
Accommodation & Rooms
Do doors to guest rooms have locks?
Do guest rooms have en suite baths and toilets?
Each floor has a shared bathroom/sink, and you will find a men's shower on the first floor, as well as a women's shower room on the second floor (women-only floor), so please use them at your convenience.
Are there electrical outlets in the guest rooms?
Will nearby sounds leak into the room?
Do guest rooms come equipped with televisions?
Can I eat or drink in my room?
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?
Do guest rooms have mobile phone chargers?
However, each room has an AC outlet and a USB outlet.
What do guest rooms come equipped with as standard?
Do guest rooms have in-room refrigerators?
Can I drink the water in the room?
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.
What is a SOU-BI-SUI?
Why does SOU-BI-SUI taste delicious and why is it good for the body?
Hotel and surroundings
The hotel is listed as fully non-smoking. Is there a smoking area?
Do you offer an Internet connection?
Note that we do not offer a wired ethernet connection.
Does the hotel have vending machines?
Is there a women's-only floor?
Note that other floors are used by both men and women.
Is there a public lounge?
Is there a public bath?
Please make use of the common shower rooms.
Note that there is a women's shower room on the second floor.
Is there a coin-operated laundry on premises?
Do you offer lounge wear?
Do you provide towels?
For guests staying for consecutive nights, we will provide a new towel for each night, so please hang your towel bag on the doorknob by the aisle by 10:00 am.
Is there a parking lot?
Do the shower booths contain lockers? Do they have locks?
Are there women-only shower booths?
Is there an ice machine?
Booking, prices, and payment
When am I expected to pay?
Are there cancellation fees?
- 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 want to change or cancel my booking.
Can minors stay at the hotel unsupervised?
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.
Consent Form on Stays by Minors
What rates apply to children?
Note that we limit up to one child per bed. (For single beds, up to 1 child; for twin or other beds, up to 2 children).
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?
Can I book online using a corporate name?
Can I use the hotel without a booking?
Can we stay as a party of two?
Can we stay as a family?
How can I book a stay?
Can I extend my stay if I have extenuating circumstances?
Do you accept credit cards?
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 debit cards?
Do you accept payment using "electronic money" cards like PASMO, Suica, or Edy?
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.
Use of the hotel
Is this 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?
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?
We waive all liability for the theft or loss of items in the baggage space.
Do you offer coin-operated lockers?
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?
Until what time can I check in?
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?
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?
How late is check-out?
Can I extend my check-out time?
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?
Do you offer a cleaning service while staying for consecutive days?
Please request for cleaning at the front desk by 10:00 am.
Single: 500 yen
Hollywood Twin Universal: 700 yen
Fourth: 1,200 yen
Even if no request is made, we will clean the guest rooms once every six days (free of charge) in order to ensure a hygienic environment.
I understand that no room cleaning service is offered for consecutive days while staying in the hotel until the third day, however do you provide new towels and lounge wear?
Am I required to leave the room at some point during the day during a consecutive stay?
Can I stay in the same room when staying for consecutive nights?
Do you offer a dry cleaning service?
Please make use of the coin-operated laundry services at the first floor.
Do you accept foreign currency?
Can I inquire as to the status of other hotel guests?
Can you ship my luggage to me?
What security measures do you have in place?
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?
Can I walk about the hotel in lounge wear?
Do you serve breakfast?
I have an outside guest; can you send them to my room?
Can you make restaurant bookings for me?
I think I might arrive later than my expected booking time.
Can I send my luggage on ahead of me to the hotel?
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.