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.

Do you offer early check-in?

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

What time is check-out?

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

I'd like to extend my check-out time.

You can extend your check-out time for JPY 1,000 per hour.
*The maximum check-out time is 2:00 pm.

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 make an outside call from the guest rooms?

You cannot make outside calls from the rooms.
*Only internal calls to the building are accepted.
If you would like to make an outside call, please use the public phone in the front lobby.
(External calls are subject to charges.)

I'd like some hot water. Can I get some?

There is an Electric kettle on the shelf in the desk in your room.
Please use that.

I would like to watch movies in Guest Rooms. Where can I purchase them?

There are VOD ticket vending machines next to the elevators on each floor, where you can purchase tickets for JPY 1,000 per day.
They are also available on the televisions in the guest rooms.
You can also pay by credit card by scanning the QR code in the movie information with your smartphone.

*Movies (VOD) are updated every day at 12:00 noon.
If you purchase before 12:00 noon, the time limit will expire halfway through.

Is sleepwear available?

Yes, it is. We have prepared a pair of Pajama shirt and pants in your room. If you would like larger sizes or children's sizes, please News when you make your reservation. (Numbers are limited.)

The pajamas are too small for me to wear, do you have larger sizes?

The pajamas are also available in LL size.
The number is limited, so please apply early if you are interested.

Could you please tell me about the fixtures and amenities in the guest rooms?

[Free amenities] *Available on the lobby floor.
Toothbrush, hairbrush, razor, cotton swabs, bath salts, body sponge, skin care products, coffee/black tea/green tea

[Guest rooms amenities] *Available in the guest rooms.
Disposable slippers, various towels, shampoo, conditioner, body soap, deodorant spray

[Guest rooms amenities]
LCD TV, free Wi-Fi, internal telephone, refrigerator, toilet with bidet, air purifier, hair dryer, electric kettle, etc. If you have any questions, please feel free to contact our hotel.
 

Can I access the Internet in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms.

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

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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 12:00 noon.
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 12:00 noon.
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

Is the front desk open 24 hours? Is it okay if I arrive late?

The front desk is open 24 hours a day.
If you plan to arrive after midnight, please contact the hotel. Please note that if you do not contact us, we may not be able to prepare your room.

Are there any smoking areas in the hotel?

Sorry, there are no smoking areas in the public spaces of the building.
If you are a smoker, please make sure to reserve a room that allows smoking.
Each room type has "smoking" and "non-smoking" rooms.

Are there coin laundry facilities?

It is on the Yes, located in the vending corner on the second floor.
We have drum-type washing machines with drying functions, and detergent is automatically added.
*If you need to exchange money, please stop by the front desk.

Is there a microwave?

Yes, they are available in the lounge on the 1st floor and in the vendor room on the 2nd floor.
The lounge on the 1st floor is open from 11:00 am to 0:00 am, so please use the 2nd floor when the lounge is closed.

Do you have an ice machine?

There is an ice machine on the second floor.
We also have transparent cups for ice, so please feel free to use them.
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 cups for ice next to the ice maker.

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.
Our hotel-wide water purification system provides purified water for the faucets and showers in the guest rooms, the washlets, the faucets in the common areas, and the laundry 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.

Is there parking?

Unfortunately, the hotel does not have its own parking lot.
In addition, we do not have any affiliated parking lots, so please use the nearby paid parking lots.

Do you provide breakfast?

Yes, we do offer breakfast. Please see the breakfast page for more information.

Can I buy a breakfast ticket on the day?

Yes, you can purchase it on the day for JPY 1,500 (tax included).
In addition, outside customers can also purchase the tickets.
If you would like to purchase one, please purchase one at the front desk.

Can people who are not staying at the hotel have breakfast in the lounge?

Yes, even non-guests can have breakfast for JPY 1,500 just like our guests.
Please feel free to use this space for meetings, etc.
Meal tickets are sold at the hotel front desk.

Please tell me the child rates and accommodation fees for children sharing existing beds.

Preschool children (until they have graduated from kindergarten or nursery school) are free of charge. *Up to one child may share a bed.
If two or more people will be sharing a bed, please reserve an additional room.
Children from elementary school age will be charged the regular Adults rate. If there is one Adults and one elementary school student or older, please make a reservation for two Adults.

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
Available QR code payments: PayPay, dPayment, 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.
I think many people have gift cards with eco points, etc.
Please feel free to use a VISA gift card or JCB gift card to pay for your accommodation.
(Terms and conditions are as stated on the voucher.)

*The name of VISA gift cards has been changed to VJA gift cards since January 2011.

What is the cancellation policy?

Yes. Cancellation fees will be charged from the day before your stay.

In the case of consecutive nights, a cancellation fee will be charged from the accommodation fee for the first night.
Cancellation the day before: 20% of the accommodation fee Cancellation on the day: 80% of the accommodation fee No-show on the day: 100% of the accommodation fee

The above will occur.
If you need to change or cancel your reservation, please do so at least 2 days before your stay.
Please note that cancellation fees vary depending on the plan and group size.
If you have any questions, please contact us by phone or email.
Sotetsu Fresa Inn Hamamatsucho-Daimon
TEL (+81)3-5472-2031
Email fresa_daimon@sotetsu-group.jp

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/after check-out?

Yes, we will keep your luggage at the front desk before check-in and after check-out.
Please feel free to contact us.
The period for which luggage can be stored is limited to the days of check-in and check-out.
We cannot accept excessively large luggage, excessive amounts of luggage, or items that require freezing or refrigeration.
For more information, please contact each hotel.

Can I send luggage or mail in advance by courier or post?

Please include the guest name and check-in date and send it to the care of the hotel.
We will keep your luggage for one week before check-in.
We cannot accept excessively large luggage, excessive amounts of luggage, or items that require freezing or refrigeration.
Please note that we do not accept cash on delivery, so please make payment at the time of shipment.
For more information, please contact each hotel.

I'd like to send a parcel, but can I get a cardboard box?

Size 100 and 120 cardboard boxes are available for sale at the front desk.
Delivery slips are available for cash on delivery only.

Can you call a taxi for me?

Yes, it is possible.
However, if you make a reservation in advance, a pick-up fee and reservation fee of JPY 1,000 will be charged separately from the usage fee.
For last minute reservations, a pick-up fee of JPY 500 will need to be paid to the taxi company.

Is it okay to go out with my room key?

You may bring it with you.
You can also leave your luggage at the front desk, so please let us know if this is possible.

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.

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