FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

What time is check-in?

Check-in begins at 3:00 pm.
*Check-in times may vary depending on the plan.

Please tell me the check-out time.

Normal check-out time is 11:00 am.
*Check-out times may vary depending on the plan.

I'm going to be significantly late for check-in.

There is staff at the front desk 24 hours a day, so please feel free to come even at late hours.
If you are late and do not contact us, your reservation may be cancelled.
Please be sure to contact us.

Can I check in early?

Early check-in is available from 12:00 noon for JPY 1,000 per hour per room. However, we may not be able to accommodate your request depending on the situation on the day, so please Contact the hotel in advance if you would like to check in.

Can I extend my check-out time?

We accept extension of check-out up to 2:00 pm for JPY 1,000 per hour per room. However, please note that we may not be able to accommodate your request depending on the situation on the day.

What kind of amenities and facilities are available in the guest rooms?

[Amenities and equipment guest rooms to all rooms]
We provide shampoo, conditioner, body soap, towels, slippers, a hair dryer, an electric kettle, mugs, deodorizing spray, an air purifier, and more.
There are no amenities provided in the guest rooms, but there is a free amenity corner in the main lobby.
We provide toothbrushes, body sponges, razors, shower caps, hairbrushes, bath salts, cleansing cream, face wash, lotion, milky lotion, and hair styling products, so please feel free to use them.

Can I use the Internet in the guest rooms?

Our hotel has Wi-Fi access throughout the building and in all guest rooms.
You can also use it to connect your PC. We also have wired LAN cables available for rental, so you can enjoy a comfortable internet environment during your stay.
Please check the information on the TV in guest rooms for the Wi-Fi password.

Are lotions and milky lotions provided in the guest rooms?

They are available in the Free Amenities corner in the lobby on the first floor of the Main building . Please feel free to take them as you wish.

Can I make an outside call from the guest rooms?

We apologize, but the telephones in the guest rooms are for internal calls only.
There is a public phone in the lobby on the first floor, so please use that when making outside calls.
(Public phones are for domestic calls only.)

The height of the pillow didn't suit me. Do you have pillows of different heights?

Although numbers are limited, we have two types of pillows available for Items Available on Loan: TEMPUR®pillow and memory foam pillows. Please feel free to ask at the front desk.

Can minors stay at the hotel without adults?

In accordance with the guidelines of the relevant government agencies, minors staying alone must have parental consent.
We ask that you submit a consent form when you check in. If you do not submit the consent form, we may refuse to allow you to stay at our hotel.
Please use the consent form below.

Minor Consent Form

Can I be placed on a waiting list?

Unfortunately, we do not offer waiting lists for cancellations.
We apologize for the inconvenience, but please wait a few days and search for available rooms again, or contact the hotel.

Is sleepwear available?

Yes, we do.
The hotel's original separate pajamas are available in the lobby.
If you need a bigger size or a children's size, please contact us when you make your reservation, as we have a limited number.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

If Safari's "content blocker" is enabled on an iOS device such as an iPhone or iPad, some parts may not display correctly.
We apologize for the inconvenience, but please temporarily disable the content blocker settings on your device and try again.
As of June 2021, cases of inability to display the ad have been confirmed with TREND MICRO's "Virus Buster Mobile," but if you are using another ad blocking app, you can disable it by following the same steps.

<Operation method>
1. Tap "Settings" on your device
2. Scroll down the screen and tap "Safari"
3. Tap "Content Blocker"
4. Turn off the apps displayed in "Allowed Content Blockers" *The operation method may differ depending on the device and iOS version. For details, please contact the support desk of each device.

Do you clean guest rooms everyday?

If you would like your room cleaned, you must attach a blue tag to the outside of your door by 12:00pm.
Please note that if the tag is not attached, you will not be allowed into the room.

If you only want your towels changed, please attach an orange sign to the outside of guest roomsS door by 12:00pm.
Towels will be provided at the door.
*For hygiene reasons, we will clean guest rooms every 4th night.
We may enter rooms on days other than cleaning days for guest rooms maintenance, legal inspections, and emergencies.
We appreciate your understanding and cooperation.
*Some hotels are excluded.

Multiple night stay ticket

Do you have a safe deposit box?

There are no amenities available in the guest rooms.
Valuables will be placed in a valuables bag at the front desk and kept in the hotel safe.
Please note that we may not be able to accept your items depending on their size or value.

Is the water in the rooms potable?

Yes, you can drink it.
Our hotel is equipped with a water purification system throughout the building, so all the water in the unit baths in the guest rooms is also purified water.
Come experience the delicious water - SOU-BI-SUI.

What is the SOU-BI-SUI?

This is the name of the water provided by our hotel.
The entire building has a water purification system.
The water used in the faucets and showers in the guest room's unit baths, the washlets, the faucets in the common areas, and the laundry water are all purified water.
Experience SOU-BI-SUI, water that is delicious to drink and gentle to the touch.

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.

Do you have an ice machine?

There are free ice machines in the vending machine corner on the second floor of the Main building and Annex.
Our hotel is equipped with a water purification system throughout the building, and we make ice with delicious water - SOU-BI-SUI.
Please feel free to use it. There are also ice cups next to the ice machine.

Is there a place where I can smoke?

There are "smoking" and "non-smoking" Guest Rooms available.
If you are a smoker, please reserve a room that allows smoking.
Apart from rooms that allow smoking, there are no smoking spaces or other facilities within the building.

Are there coin laundry facilities?

Yes, located in the vending corner on the second floor. of the Main building and Annex .
Prices vary depending on the amount of laundry.
Washing and drying (3kg): JPY 600 per load Washing and drying (1kg): JPY 500 per load Washing only (6kg): JPY 300 per load Drying only (3kg): JPY 100 per load No detergent required (detergent is automatically added by the washing machine).
*The laundry room only accepts IC card payments.

Are there vending machines?

Vending machines are located on the first floor in both the Main building and the Annex.
There are vending machines selling soft drinks (Main building only) and alcoholic drinks.
We do not have any cigarette vending machines. Please purchase cigarettes at your local convenience store.

Is there a large public bath?

We are sorry, but we do not have a large public bath.
The Guest Rooms are equipped with unit-type baths. We also have Bathing powder available in the Free Amenities corner in the lobby, so please feel free to use them.
*Some Guest Rooms have separate bathrooms and toilets.

Do you have scissors, fruit knives, etc. available for rental?

Scissors are available for rental.
However, for safety reasons, rentals will be limited to use at the front desk or lobby. (They cannot be brought into rooms.)
Please note that we do not lend out fruit knives or other items.

Could you please tell me how to get there from Akasaka Station?

Exit the ticket gates (3a or 3b) heading towards Hitotsugi-dori at Akasaka Station on the Tokyo Metro Chiyoda Line, go straight and take the stairs or escalator up to the B1 floor of Akasaka Biz Tower.
Take Exit 3a, turn right, and when you see the intersection, cross diagonally and go straight to the right. Continue straight for about 40m until you arrive at the station.
Along the way, you will see a Family Mart and a Sukiya on your left.

Please tell me how to access from Narita Airport.

We will introduce two ways to access. Both take about 1 hour and 10 minutes.
Narita Airport ⇒ (Keisei Skyliner) ⇒ Nippori Station ⇒ (JR Yamanote Line) ⇒ Nishi-Nippori Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station Narita Airport ⇒ (JR Narita Express) ⇒ Tokyo Station ⇒ (Tokyo Metro Marunouchi Line) ⇒ Kokkai-gijidomae Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station

Could you please tell me how to access from Haneda Airport?

Haneda Airport ⇒ (Tokyo Monorail) ⇒ Hamamatsucho Station ⇒ (JR Yamanote Line) ⇒ Yurakucho Station... 5 minute walk... Hibiya Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station The journey takes approximately 50 minutes.

Could you please tell me how to access from Tokyo Station?

There are two ways to access there, both of which take approximately 20 minutes.
Tip 1: [Recommended for those coming from the Yaesu Exit of Tokyo Station]
Tokyo Station ⇒ (JR Yamanote Line) ⇒ Yurakucho... 5 minute walk... Hibiya Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station Part 2 [Recommended for those coming from the Marunouchi Exit of Tokyo Station]
Tokyo Station ⇒ (Tokyo Metro Marunouchi Line) ⇒ Kokkai-gijidomae Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Akasaka Station

Please tell me how to access to Tokyo Disney Resort.

Akasaka Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Hibiya Station ⇒ (Tokyo Metro Hibiya Line) ⇒ Hatchobori Station ⇒ (JR Keiyo Line) ⇒ Maihama Station
The journey takes approximately 40 minutes.

Please tell me how to access to Tokyo Skytree.

Akasaka Station ⇒ (Tokyo Metro Chiyoda Line) ⇒ Otemachi Station ⇒ (Tokyo Metro Hanzomon Line) ⇒ Oshiage Station The journey takes approximately 35 minutes.

How far is Akasaka Sacas?

It is about a 2-minute walk away.

How far is Tokyo Midtown?

It is about a 15-minute walk away.

Is there parking?

We are very sorry, but we do not have a dedicated parking lot.
We apologize for the inconvenience, but please use the paid parking lot nearby.
*There are paid parking lots where discount tickets can be purchased. If you are interested, please contact the front desk in advance.

Is there a convenience store nearby?

There is a Family Mart two doors down from our hotel.
There is also a Seven-Eleven within a 5-minute walk from the property.

Please tell me the time and place for breakfast.

Breakfast will be served at Ueshima Coffee Shop on the first floor of the main building.
Breakfast hours are from 6:30am to 11:00am (last order).
The menu is a morning set of sandwiches and drinks (coffee, tea, or orange juice).
Take-out is also available. Please feel free to use this option when the venue is crowded or if you would like to relax and enjoy your meal in the privacy of your own home.
Guests booking a room only plan can also purchase breakfast tickets at the front desk.
The price is JPY 750 (tax included) per person.

Is a Japanese breakfast available?

We are very sorry, but we do not offer a Japanese breakfast.
For customers who prefer Japanese food, there is a nearby beef bowl chain restaurant (open 24 hours a day), so we will mainly refer you to that restaurant.

What are the accommodation fees for children?

Children from elementary school age onwards are charged Adults rates.
Children under elementary school age are welcome to stay free of charge. (Towels and other amenities are not included.)
Each room has a maximum occupancy limit.
We cannot accommodate more than the maximum occupancy number, so if there are multiple guests under elementary school age who wish to share a bed, we ask that you please Contact the hotel.

One child under elementary school age can sleep with you per bed.

How can I pay by bank transfer?

Payment can be made by bank transfer up to 3 business days prior to check-in.
If you would like to pay by bank transfer, please contact the hotel.
*Please note that if you pay your accommodation fee and cancellation fee by bank transfer, bank transfer fees will be borne by the customer.

When do I pay for my stay?

Payment is made at the front desk when you check in. If someone other than the guest will be paying, payment must be made before check-in, so please be sure to contact the hotel in advance.
Please note that We accept cashless payments only. We do not accept cash payments. We apologize in advance for any inconvenience.
When paying at the hotel front desk, please use a credit card or QR code payment. We accept various credit cards and the following QR code payments.
* Credit card and QR code payments are accepted at the automatic check-in machines.
* Credit cards can only be used for one-time payment.

Accepted credit cards: VISA, MASTER, JCB, American Express, Diners, Discover card, UnionPay
Accepted QR code payments: PayPay, d-pay, au PAY, Rpay, Alipay+, WeChatPay

What payment methods are accepted?

Payment can be made by credit card and QR code payment. Cash payment is not accepted. We apologize in advance for any inconvenience this may cause.

Accepted credit cards: VISA, MASTER, JCB, American Express, Diners, Discover card, UnionPay
Accepted QR code payments: PayPay, d-pay, au PAY, Rpay, Alipay+, WeChatPay

*Credit cards are only available as one-time payments.
*Please use credit cards or QR code payment for payment at the hotel reception.

I don't have a credit card.

In addition to credit cards, the following QR code payment methods are accepted.

Accepted QR code payments: PayPay, d-pay, au PAY, Rpay, Alipay+, WeChatPay

*Please use credit cards or QR code payment for payment at the hotel reception. Cash payments are not accepted. We apologize for the inconvenience, but please understand.

Can I use VJA gift cards or JCB gift cards?

You can use it.
Our hotel is an affiliated store that accepts VJA gift cards and JCB gift cards.
(Terms and conditions are as stated on the voucher.)

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.

Can I store my luggage before check-in or after check-out?

Yes, we can store your luggage both before check-in and after check-out. Please feel free to ask.
The period for which we can store your luggage is limited to the days of check-in and check-out. Furthermore, we are unable to store particularly large luggage, large quantities of luggage, or luggage that requires freezing or refrigeration.
If you have any questions, please contact the hotel in advance.

Can you make a reservation for restaurants for me?

Please note that we are unable to make reservations for restaurants or other facilities on your behalf.
Thank you for your understanding.

I'd like to send my luggage to the hotel.

Please write the "guest name" and "check-in date" on the shipping slip and send it to the hotel with prepaid shipping.
Please note that we will store your luggage from one week prior to your check-in date.

We cannot accept parcels that are too large, too much parcel, or parcels that require freezing or refrigeration.
Cash on delivery is also not available.
If you have any questions, please contact the hotel in advance.

Can I send items by courier from the hotel?

We handle Yamato Transport. We also have cardboard boxes available (for a fee). Packages will be sent without a cover, so please let our staff know if you require one.
In some cases, we may not be able to handle some items, such as expensive valuables, fragile items, or items that require special handling.

Please note that we only accept cash on delivery.

I'd like to exchange foreign currency.

There is a foreign currency exchange machine in the lobby.
The following currencies can be exchanged:
US Dollar, Hong Kong Dollar, Taiwan Dollar, Singapore Dollar, Australian Dollar, Euro, British Pound, Chinese Yuan, Korean Won, Thai Baht, Malaysian Ringgit, Philippine Peso

Can I get a massage please?

Yes, you can.
Menu and price details will be provided in your room.
Opening hours: 8:00 pm to 2:00 am the next morning Reception hours: 17:30 pm to 2:00 am the next morning

If the "content blocker" of Safari is enabled on iOS devices such as iPhones and iPads, some parts may not be displayed correctly. We apologize for the inconvenience, but please try again after temporarily turning off the content blocker setting on your device.
Cases where the ad cannot be displayed have been confirmed with Trend Micro's Virus Buster Mobile, but if you are using another ad blocking app, you can disable it by following the same procedure.

About the Setting Procedure