FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
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.
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?
Yes, you can drink it.
Is there any smoking area inside the hotel?
Yes, located on the 1st floor.
Is there a computer I can use for free?
Free computers and printers (black and white printing) are available in the lobby lounge on the 1st floor.
Are there vending machines in the building?
It is located on the 1st floor and even-numbered floors starting from the 4th floor.
We offer everything from soft drinks to alcoholic beverages.
We offer everything from soft drinks to alcoholic beverages.
Is there a coin laundry or microwave available?
The laundromat and microwave ovens are located in the lobby lounge on the 1st floor.
Do you have an ice machine?
There is a free ice maker in the vending machine corner on the even-numbered floors starting from the 4th floor.
Access / Parking
Is there parking?
There is a parking lot. No reservation required. Number of vehicles: 68 Fee: JPY 1,100 from 3:00 pm to 11:00 am the next day Please click here for other nearby parking lots.
Food / restaurant
Do you serve breakfast?
Yes, we do. Please refer the breakfast page for details.
Staying with children
What is the room rate for an overnight stay with a child?
Preschoolers (up to kindergarten / nursery graduation) are free of charge.
From elementary school students, the price is the same as for adults.
From elementary school students, the price is the same as for adults.
Is there a child fee?
There is no child fee for accommodation.
Preschoolers (up to kindergarten / nursery graduation) are free of charge.
Preschoolers (up to kindergarten / nursery graduation) are free of charge.
Charges and payment
What is the cancellation policy?
Yes, we will charge a cancellation fee. The following cancellation fees will be charged
Cancellation on the day before: 20% of the room charge
Cancellation on the day of arrival: 80% of the room charge
No-show without notice: 100% of the room charge
The above cancellation fees are calculated based on the total amount paid.
Please note that separate cancellation fee rules may apply for group reservations and early bird specials.
Please understand this in advance.
Cancellation on the day before: 20% of the room charge
Cancellation on the day of arrival: 80% of the room charge
No-show without notice: 100% of the room charge
The above cancellation fees are calculated based on the total amount paid.
Please note that separate cancellation fee rules may apply for group reservations and early bird specials.
Please understand this in advance.
When should I pay the accommodation fee?
Payment is expected at the reception desk upon check-in. We kindly ask that you contact the hotel if someone other than the overnight guests will be paying, as we require payment before check-in for such cases.
*Only one-time payment is accepted for credit cards.
*Only one-time payment is accepted for credit cards.
Which payment methods do you accept?
Payment can be made by cash, credit card, electronic money, and QR code.
※For credit card payments, only one-time payment in full is accepted.
※For credit card payments, only one-time payment in full is accepted.
Can I pay with a QUO Card?
Unfortunately, we cannot handle payments made using a QUO Card. We ask for your understanding.
I'd like to pay by bank transfer.
You may pay by bank transfer no later than 3 business days prior to your check-in date.
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.
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.
Others
Will you hold my luggage for me before check-in/after check-out?
Yes, you can leave your bags at the front desk before checking in and after checking out. Feel free to ask. However, this is only available on the same day of checking in or out, and we cannot hold very large bags, large amounts of baggage, or items that require refrigeration or freezing. For more information, please contact hotel.
Can you make a reservation for restaurants for me?
We are afraid, but we do not make a reservation for restaurants or tickets of amusement parks on behalf of the guests. Thank you for your understanding.
Can I stay with my pet(s)?
We're very sorry we cannot allow guests to stay together with their pets. We ask for your understanding.
Can I send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?
Yes, please send these items to the hotel and write the name of the staying guest and check-in date. We will hold items for one week before check-in. We cannot hold very large bags, large amounts of baggage, or items that require refrigeration or freezing. For more information, please contact each hotel. Also, please note that we will not pay cash on delivery, so make sure to pay when sending the items. For more information, please contact hotel.
I have visitors, can I let them in the guest room during my stay?
Guest rooms and guest room floors are prohibited from entering except for guests who are staying at the hotel.
If you would like to have visitors, please use the lobby.
If you would like to have visitors, please use the lobby.
Is there a curfew?
No, there's no curfew.
We ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.
We ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.
Can I send items by courier from the hotel?
We handle shipping through Yamato Transport. We also have cardboard boxes available for sale. Packages will be shipped without a cover, so please let our staff know should you require one.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.
Can you put my name on the waiting list in case there is a cancellation?
We are sorry, but we do not have a waitinglist of cancellations.
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.
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