FAQ
Click here to read about the frequently asked questions (FAQ) on the SOTETSU HOTELS CLUB.
Accommodation / rooms
Can minors stay at the hotel?
Minors can stay too. However, in case of one person under age staying or two people under age staying together, we ask them to submit "written consent" from a "person in parental authority."
After downloading "written consent to accommodation of a minor" from below, please have your parent fill in the form and submit it to the front desk when you check in."
Minor Consent Form
After downloading "written consent to accommodation of a minor" from below, please have your parent fill in the form and submit it to the front desk when you check in."
Minor Consent Form
I have a visitor, can I meet him 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.
What is the cancellation policy?
A cancellation fee will be charged starting the day before your scheduled stay.
For a scheduled stay of multiple nights, the prescribed cancellation fee will be charged out of the lodging fee (with tax included) for the first night.
Previous day cancellation: Cancellation fee equal to 20% of the lodging fee including tax
Same day cancellation: Cancellation fee equal to 80% of the lodging fee including tax
No-show without notification: Cancellation fee equal to 100% of the lodging fee including tax
If you would like to change or cancel your reservation, please do so at least 2 days before your scheduled stay.
Please note that cancellation fees may differ for other offers or groups.
Please inquire by phone or email with any questions.
For a scheduled stay of multiple nights, the prescribed cancellation fee will be charged out of the lodging fee (with tax included) for the first night.
Previous day cancellation: Cancellation fee equal to 20% of the lodging fee including tax
Same day cancellation: Cancellation fee equal to 80% of the lodging fee including tax
No-show without notification: Cancellation fee equal to 100% of the lodging fee including tax
If you would like to change or cancel your reservation, please do so at least 2 days before your scheduled stay.
Please note that cancellation fees may differ for other offers or groups.
Please inquire by phone or email with any questions.
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.
To: Hotel Sunroute Plaza Shinjuku
2-3-1 Yoyogi, Shibuya-ku, Tokyo 151-0053
To: Hotel Sunroute Plaza Shinjuku
2-3-1 Yoyogi, Shibuya-ku, Tokyo 151-0053
When I make a reservation by phone, can I make a reservation at the room rate displayed on the Internet reservation site?
The charges on the internet reservation site and the charges for reservations made by phone are different.
If you would like the accommodation plans and rates displayed on the internet,
Please apply for a reservation via the internet reservation site.
If you would like the accommodation plans and rates displayed on the internet,
Please apply for a reservation via the internet reservation site.
Can I use the Internet in my room?
If you bring your own PC or Internet connection device, you can connect via LAN cable or Wi-Fi.
LAN cables are available in the room.
LAN cables are available in the room.
What kind of TV channels are available in my room?
In addition to terrestrial digital broadcasting and satellite broadcasting (BS digital broadcasting), we offer a variety of online TV services such as YouTube, NETFLIX and hulu that can be viewed on guests' accounts.
Can I watch movies on my room's TV?
All rooms are equipped with a Smart TV. You can enjoy various video streaming services in the guest rooms such as Youtube, NETFLIX, hulu, ABEMA, amazon pime video, U-NEXT.
※You will need to register your account for the video streaming service.
※Your account information will be automatically deleted when you turn off the TV.
※You will need to register your account for the video streaming service.
※Your account information will be automatically deleted when you turn off the TV.
Can I connect an HDMI cable to the TV?
Yes, you can connect it.
Cables are available for rent at the front desk.
※The number of cables is limited. Please note that we may not be able to lend them out immediately.
Cables are available for rent at the front desk.
※The number of cables is limited. Please note that we may not be able to lend them out immediately.
Can I change the settings on the room's air conditioning system?
You can switch between heating and cooling, and adjust the temperature in each room.
What time is check-in / check-out?
Check-in is at 3 p.m., and check-out is at 11:00 a.m.
However, if the time differs on your plan, the time on your plan will be given priority.
However, if the time differs on your plan, the time on your plan will be given priority.
I might be late for check-in.
We have no curfew, but if you will be arriving after midnight, please contact the hotel.
Can I check in before the specified time or extend my check-out time?
Both early check-in and late check-out may not be available depending on the situation on the day of your stay, so please contact us first.
Early check-in is available from 1:00 p.m. on the day of check-in for an additional charge of 1,000 yen per hour per room.
Late check-out time can be extended up to 1:00 p.m. on the same day for an additional charge of 1,000 yen per hour per room.
Please note that after 1:00 p.m., a one-night room charge will be applied for that day.
Early check-in is available from 1:00 p.m. on the day of check-in for an additional charge of 1,000 yen per hour per room.
Late check-out time can be extended up to 1:00 p.m. on the same day for an additional charge of 1,000 yen per hour per room.
Please note that after 1:00 p.m., a one-night room charge will be applied for that day.
Can I leave my luggage before check-in/after check-out?
Yes, you can leave your bags at the front desk before checking in and after checking out.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For more information, please contact each hotel.
The period of storage is limited to the day of check-in and check-out.
We cannot keep your room for longer than a few days.
We do not accept large items, large amounts of luggage, or items that require refrigeration.
For more information, please contact each hotel.
Do you have room service?
We do not have room service.
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.
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.
What are the fixtures, amenities, etc. in the guest rooms?
[Free Amenities]
*Placed in the lobby.
・Toothbrush・Hair brush・Razor・Cotton bud
・Bathing powder・Body sponge・skincare
・Coffee／Black tea／Green tea
[Room Amenities]
*Amenities available in guest rooms.
・disposable slippers・towels
・Shampoo・Conditioner
・Body wash・Deodorant for clothing
[Equipment in guest rooms]
・LCD TV・free Wi-Fi・Extensiontelephone・Refrigerator
・Warm-water bidet-style toilet・Air purifier・Hair dryer
・Electric kettle
[Rental items]
・Humidifier・Irons・Blankets・Electric lamps
・Mobile chargers・Transformer
・beddings to prevent feather allergy
・Tempur pillow
・Hair irons・Curling hair dryer
・Shoe dryers
・Baby cot (reservation required)
・Baby guard(reservation required)
*The number of supplies are limited. Please note that we may not be able to lend them out immediately.
*Pajamas are available in the elevator hall on each floor.
If you have any other questions, please feel free to contact our hotel.
*Placed in the lobby.
・Toothbrush・Hair brush・Razor・Cotton bud
・Bathing powder・Body sponge・skincare
・Coffee／Black tea／Green tea
[Room Amenities]
*Amenities available in guest rooms.
・disposable slippers・towels
・Shampoo・Conditioner
・Body wash・Deodorant for clothing
[Equipment in guest rooms]
・LCD TV・free Wi-Fi・Extensiontelephone・Refrigerator
・Warm-water bidet-style toilet・Air purifier・Hair dryer
・Electric kettle
[Rental items]
・Humidifier・Irons・Blankets・Electric lamps
・Mobile chargers・Transformer
・beddings to prevent feather allergy
・Tempur pillow
・Hair irons・Curling hair dryer
・Shoe dryers
・Baby cot (reservation required)
・Baby guard(reservation required)
*The number of supplies are limited. Please note that we may not be able to lend them out immediately.
*Pajamas are available in the elevator hall on each floor.
If you have any other questions, please feel free to contact our hotel.
Is there a refrigerator in the guest room?
All guest rooms are equipped with a refrigerator.
The refrigerator will be left empty, so please purchase your own beverages, etc.
Vending machines and ice machines are located on the 3rd, 4th, 6th, 7th, 10th and 12th floors.
The refrigerator will be left empty, so please purchase your own beverages, etc.
Vending machines and ice machines are located on the 3rd, 4th, 6th, 7th, 10th and 12th floors.
Can I call an outside line from the room phone?
You cannot make outside calls from the guest rooms.
Please use a nearby payphone.
Please check here for details.
Please use a nearby payphone.
Please check here for details.
Do you provide sleepwear?
We will provide nightwear (one size fits all) for the number of guests in the room.
Can I add an extra bed in the room?
Unfortunately, we do not have extra beds available.
'm allergic to feathers, so can you change the bedding?
We have pillows and duvet (quilt) for guests with feather allergy.
Is the water in the rooms potable?
Yes, you can drink it. 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 the SOU-BI-SUI?
It is the name of the water provided by our hotel. We have installed a water purification system in the entire building, so guests get to enjoy purified water throughout our hotel, including the water coming out of the faucets and showers in the unit baths and the toilet with bidet function in the guest rooms, as well as the water from the faucets in common areas and the water used for laundry. Experience water that is not only delicious but is also gentle on the skin with SOU-BI-SUI.
Why does SOU-BI-SUI taste delicious and why is it good for the body?
The water purification system installed in the entire building removes dirt and rust from tap water, and reduces the amount of residual chlorine in the water to an amount that is in the lower levels of the legal concentration limit, making the water hypoallergenic.
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 2:00 pm. 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 2:00 pm.
The towels will be provided in front of the door.
*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.
If you only wish for new towels, please post the orange-colored card on the door outside by 2:00 pm.
The towels will be provided in front of the door.
*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.
Facilities
Are there vending machines and ice machines?
Vending machines and free ice machines are available on some guest floors.
Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.
Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.
Is there a security box?
We have a security box at the front, so please let us know if you would like to use it.
Is there a place to smoke in the hotel?
It is located on the 2nd floor of the hotel. ※All guest room floors are non-smoking. Please smoke in the smoking area.
Can I make copies or faxes in the hotel?
It is available at the front desk.
Black and white: 10 JPY (1 page)
Color: 50 JPY (1 page)
Domestic fax: 50 JPY (1 page)
Overseas fax: 100 JPY (1 page)
Black and white: 10 JPY (1 page)
Color: 50 JPY (1 page)
Domestic fax: 50 JPY (1 page)
Overseas fax: 100 JPY (1 page)
Do you have coin laundry machines?
There are coin-operated laundromats on the 5th, 8th, 9th, 11th, 13th and 14th floors.
Business hours: 24 hours a day
Fully automatic washing machine: 600 JPY per wash (automatic detergent dispenser)
※Currency exchange is available at the front desk.
Business hours: 24 hours a day
Fully automatic washing machine: 600 JPY per wash (automatic detergent dispenser)
※Currency exchange is available at the front desk.
Can I exchange foreign currencies?
There is an automatic money exchange machine in the lobby on the 1st floor for exchanging these currencies to Japanese yen.
[Currency exchange]
U.S. dollar, euro, Chinese yuan, British pound, Canadian dollar, Korean won, Australian dollar, Taiwan dollar, Hong Kong dollar, Singapore dollar, Thai baht, Malaysian ringgit, Philippine peso, Indonesian rupiah
※We cannot exchange Japanese yen into foreign currency.
[Currency exchange]
U.S. dollar, euro, Chinese yuan, British pound, Canadian dollar, Korean won, Australian dollar, Taiwan dollar, Hong Kong dollar, Singapore dollar, Thai baht, Malaysian ringgit, Philippine peso, Indonesian rupiah
※We cannot exchange Japanese yen into foreign currency.
Can I go to the lobby and restaurant in pajamas and slippers?
Guests are not allowed to move in the building in pajamas and slippers.
Do you have a laundry service?
We do. If you bring it to the front desk by 10:00 am, it will be ready at 7:00 pm on the same day. We are closed on Sundays and national holidays. The price varies depending on the item.
Do you have a microwave?
There are microwaves on the 5th, 8th, 9th, 11th, 13th and 14th floors. They are located in the same space as the laundromats.
Do you provide medicines?
In accordance with Article 24 of the Pharmaceutical Affairs Law, our hotel does not provide medicines.
Please make preparations in advance before coming to the hotel, or ask the front desk for information on hospitals and pharmacies around the hotel.
Please make preparations in advance before coming to the hotel, or ask the front desk for information on hospitals and pharmacies around the hotel.
Access / Parking
Is there a limousine bus to the airport?
The buses to Narita Airport and Haneda Airport depart from the front of the hotel.
For more information, please refer to the Airport Limousine Bus website below.
Airport Limousine Bus website
For more information, please refer to the Airport Limousine Bus website below.
Airport Limousine Bus website
Do you have a parking lot?
There is a parking lot (capacity: 60 cars) on the first basement floor of the hotel. Please note that we do not accept reservations in advance.
Where should I get off at Tokyo Metropolitan Expressway?
Get off at Shinjuku Ramp on Metropolitan Expressway No. 4.
What is the nearest station?
It is 3 minutes walk from the South Exit or the Koshu-Kaido Ticket Gate (former Southern Terrace Exit) of JR Shinjuku Station.
Food / restaurant
Is there a restaurant?
Restaurant "VILLAZZA" is located on the 1st floor, and bar "Kukon" is located on the 2nd floor.
Please check here for details.
Please check here for details.
What are the breakfast hours? What's on the menu?
Venue: 1F Restaurant "VILLAZZA"
Business hours: 6:30 am - 10:00 am (last entry at 9:30 am)
Buffet with a variety of Japanese, Western, Chinese and ethnic dishes
Business hours: 6:30 am - 10:00 am (last entry at 9:30 am)
Buffet with a variety of Japanese, Western, Chinese and ethnic dishes
Can non-guests eat breakfast?
Adults: 2,200 JPY, Age 7-12: 1,100 JPY, Under age 6: Free
Is the restaurant non-smoking?
"VILLAZZA" on the 1st floor and "Kukon" on the 2nd floor are non-smoking all day.
Please use the smoking area on the 2nd floor of the hotel to smoke.
Please use the smoking area on the 2nd floor of the hotel to smoke.
Could I request the removal of certain foods I am allergic to or can't eat?
We will do as much as we can to handle it.
We have a list of allergy ingredients for the breakfast and lunch buffets.
We have a list of allergy ingredients for the breakfast and lunch buffets.
I made a reservation for a plan that does not include breakfast, but can I still have breakfast at the restaurant?
Breakfast does not require reservation, so anyone can have breakfast at the restaurant. However, depending on how crowded the restaurant is on the day, we may not be able to accept your request. Thank you for your understanding. For more information, please contact 1F Restaurant directly.
Price: Adults: 2,200 JPY, Age 7-12: 1,100 JPY, Under age 6: Free
Price: Adults: 2,200 JPY, Age 7-12: 1,100 JPY, Under age 6: Free
Staying with children
Is there a children's rate?
Children 7 years old and older are charged the same price as adults.
What is the room rate for an overnight stay with a child?
Children under 6 years old are free of charge. One child may sleep with a parent per bed.
Can I borrow a baby cot?
They are available for rent, but the number is limited and reservation is required in advance. It can be installed in all room types, but only children under 2 years old can use it.
Charges and payment
When do I have to pay for the accommodation?
We require advance payment upon arrival.
Can I use a credit card to pay?
VISA, MASTER, JCB, AMEX, DINERS, DISCOVER and UnionPay cards are accepted. Please note that we only accept one-time payment in full.
How can I pay by bank transfer?
Payment can be made by bank transfer at least 3 business days prior to the check-in date. In case of bank transfer, please contact us by phone.
Note: If you pay for your stay and cancellation fee by bank transfer, you will be responsible for the bank transfer fee. Please understand this beforehand.
Note: If you pay for your stay and cancellation fee by bank transfer, you will be responsible for the bank transfer fee. Please understand this beforehand.
How much does overnight accommodation cost?
Accommodation fees vary according to the date.
Basically, the cheapest way is to make a reservation on the official website of our hotel.
Basically, the cheapest way is to make a reservation on the official website of our hotel.
Can I request that separate receipts be issued?
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.
Others
Can you make reservations at outside restaurants, etc.?
The hotel is not able to make restaurant reservations on your behalf.
Thank you for your understanding.
Thank you for your understanding.
Can you send a courier service from the hotel?
We accept at the front desk. Cardboard boxes (for a fee) are also available.
Is there a convenience store nearby?
Yes, the following convenience stores are located within a 5-minute walk from the hotel.
・Lawson
・Family Mart
・Seven-Eleven
・Lawson
・Family Mart
・Seven-Eleven
Is there an ATM nearby?
It is located in a nearby convenience store.
Can I order a massage service?
You can also use aroma esthetic massage.
For appointments or details about aroma esthetic massage, please call 03-5352-6324.
For appointments or details about aroma esthetic massage, please call 03-5352-6324.
Can I use a VJA Gift Card or JCB Gift Card?
The hotel is open for use by guests.
This hotel is a member store of VJA Gift Card and JCB Gift Card.
(Terms and conditions of use are as stated on the face of the card.)
This hotel is a member store of VJA Gift Card and JCB Gift Card.
(Terms and conditions of use are as stated on the face of the card.)
Can I be placed on a waiting list?
We regret to inform you that we do not accept waiting lists.
We apologize for the inconvenience, but please search again for availability or contact the hotel.
We apologize for the inconvenience, but please search again for availability or contact the hotel.
For anniversaries such as birthdays, can you arrange a cake?
We can arrange cakes and bouquets from the following website.
Cake.jp website
·Cake orders should be placed after completing your accommodation reservation.
·The order deadlines vary depending on the product, so please check the website for details (at least 3 days in advance).
·For any changes, cancellations, or inquiries about your order, please contact us at support@cake.jp.
·Products will be handed over at the front desk. *Delivery is available after 5:00 pm.
Cake.jp website
·Cake orders should be placed after completing your accommodation reservation.
·The order deadlines vary depending on the product, so please check the website for details (at least 3 days in advance).
·For any changes, cancellations, or inquiries about your order, please contact us at support@cake.jp.
·Products will be handed over at the front desk. *Delivery is available after 5:00 pm.
Do you have a curfew if we go out?
After 1:00 am, the entrance will be locked, but you can enter the hotel by using your room key.
Please be sure to bring your room key with you when you go out. Please contact the hotel for details.
Please be sure to bring your room key with you when you go out. Please contact the hotel for details.
SOTETSU HOTELS CLUB Great Value Cashback Membership Program Numerous Benefits!
More value with the SOTETSU HOTELS CLUB app
