FAQ

HOTEL SUNROUTE
FAQ

Registration and admission
Reservations, modification and cancellation
Cleaning of guest rooms for consecutive nights

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

Registration and admission

Do I need to register my personal information to make a reservation?

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.

I want to check my SOTETSU HOTELS CLUB membership registration information such as address and phone number.

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.

Reservations, modification and cancellation

I would like to make a reservation, but I cannot log in as a member.

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.

Will the rate displayed at the time of booking apply even if I make a reservation over the phone?

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

Can I change my reservation?

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.

I'd like to change my arrival time, what should I do?

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.

Can I cancel it? Do you impose cancellation fees?

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.

Exception: For Forest Hongo, it will be 50% on the day before check-in day, 100% on check-in day, and 100% for no-show without prior notice.

Can minors stay in the hotel alone?

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

Cleaning of guest rooms for consecutive nights

Do you clean guest rooms everyday?

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

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.
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