FAQ

Yes, you need to register with SOTETSU HOTELS CLUB in order to make a reservation. If you do not wish to register as a member, you may need to temporarily register your name, phone number, and other required information.

You can check it on the Member's My Page. After logging in, please check from "Modify Customer Information". Click here to go to My Page.

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.
 

There are rates that are only applicable to reservations made online, so please verify the rates when you book a room by phone.

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.

[Reservation numbers starting with "T"]
Please note that in the event of a change in reservation, the room rate at the time of the change will apply and will be changed from the rate at the time of the original reservation.
When prepaying with a credit card, this payment will be canceled and the rate for the new reservation will be charged.

[Reservation numbers containing numerals only]
You may change the date of your reservation, shorten your stay, or reduce the number of rooms. You may not extend your stay or increase the number of rooms. If you prepaid with a credit card, you may not make any changes other than changing your arrival time.

*Please be aware that if you contact the hotel directly to change your reservation, these changes may not be reflected when you check your reservation online.
 

Guests who have made online reservations through this website may change their arrival time 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 be sure to contact the hotel if you will be arriving more than two hours later than your scheduled arrival time. If we do not hear from you, we may conclude that you will not be able to come and then cancel your reservation.

Guests who have made online reservations through this website may 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, excluding certain no-cancelation reservations.
As a general rule, the cancellation fee for up to 14 people will be 20% on the day before check-in day, 80% on check-in day, and 100% for no-show without prior notice.

Yes, minors can stay in the hotel with the consent of their guardians.

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." 

It depends on the content of the reservation. Please confirm your reservation from the URL provided in the reservation confirmation e-mail.
If the “Pay by credit card” is indicated, you can change the payment method.

You are requested to declare the following things at several hotels.
*Hotel
HOTEL SUNROUTE PLAZA SHINJUKU,TOKYO GREEN PALACE,HOTEL SUNROUTE NIIGATA

To request housekeeping, place the “Request Housekeeping" sign outside your door by 12:00 PM (2:00 PM for Hotel Sunroute Plaza Shinjuku); to have towels changed only, place orange-colored card.("Do Not Disturb/No Housekeeping" sign)
If the card is not posted, please note beforehand that our staff will not enter the room.

*For guests who wish only to change towels, towels will be placed in front of the room.
*If both cards are placed on the door, we prioritize the "Do Not Disturb/No Housekeeping" sign. We will not enter the room and just provide fresh towels.
*Due to sanitation concerns, our staff will enter the room for cleaning after every 4 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.

To comply with the invoice system, we regret to inform you that we are unable to issue separate receipts for a split accommodation fee for a single room per night or for only a part of the accommodation fee.