FAQ
- Bookings
- Fees and payment
- Guest rooms, facilities and other services
- Cleaning of guest rooms for consecutive nights
- General hotel use
- Other
Please click here for FAQ about SOTETSU HOTELS CLUB .
Bookings
I'd like to reserve a room with a good view?
Please inform our hotel staff when making your reservation. Also, when making your online reservation, please fill in the comment section.
However, please note that we may not be able to accommodate your request depending on guest rooms availability.
However, please note that we may not be able to accommodate your request depending on guest rooms availability.
I'm not sure if I can make an online reservation?
If you have made an online reservation via our website, you can check the details of your reservation on the page of the hotel you have booked, or by using the URL provided in the confirmation email you received when making your reservation.
Can I change or cancel my reservation?
If you have made an online reservation via our website, you can change or cancel your reservation by visiting the page of the hotel you have booked or the URL provided in the confirmation email you received when making your reservation.
Please note that if you change the dates of your reservation, the accommodation fee at the time of the change will be applied and may change from the price at the time of the original reservation.
If you have prepaid by credit card, the payment before the change will be cancelled and you will be charged again for the new amount.
If you wish to make a reservation by phone, please Contact the hotel directly.
Please note that if you change the dates of your reservation, the accommodation fee at the time of the change will be applied and may change from the price at the time of the original reservation.
If you have prepaid by credit card, the payment before the change will be cancelled and you will be charged again for the new amount.
If you wish to make a reservation by phone, please Contact the hotel directly.
Can I make a reservation on the day?
Yes, please call us and we will check the guest rooms availability.
If there are available guest rooms, you can also make a reservation through our website.
However, please note that we may not be able to accept your reservation depending on availability.
If there are available guest rooms, you can also make a reservation through our website.
However, please note that we may not be able to accept your reservation depending on availability.
How many months in advance can I make a reservation?
Reservations can be made from approximately 12 months in advance, but this varies by hotel. For details, please check the accommodation plan page of each hotel.
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.
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.
Can I make a same-day reservation after midnight?
Please contact the hotel directly.
I would like to make a reservation, but I can't 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.
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.
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.
Fees and payment
Are there any child rates?
Yes. Prices for children vary depending on the hotel, so please refer to the plans of each hotel.
What is the cancellation policy?
Yes. There is a cancellation fee as follows:
・The day before: 20% of the accommodation fee
・On the day: 80% of the accommodation fee
・No-show: 100% of accommodation fee
However, when making reservations online, the cancellation policy may differ depending on the plan. Please refer to the plan description and the reservation confirmation email for the cancellation policy.
・The day before: 20% of the accommodation fee
・On the day: 80% of the accommodation fee
・No-show: 100% of accommodation fee
However, when making reservations online, the cancellation policy may differ depending on the plan. Please refer to the plan description and the reservation confirmation email for the cancellation policy.
Can I pay in advance by credit card?
Yes, we accept prepayment by credit card. When making a reservation, please select "Prepayment by credit card" in the payment method section. For frequently asked questions about online credit card payments, please click here.
Can I pay in cash at the hotel?
The payment methods available vary by hotel. When paying on-site, cash is only available at some hotels. Please check the website of each hotel for details.
Can I use a debit card?
VISA debit and JCB debit cards are available.
*J-Debit cards cannot be used.
*J-Debit cards cannot be used.
Can I use electronic money or QR code payments?
The following QR code payments are available.
PayPay, Rakuten Pay, dPayment, au PAY, Alipay+, WeChat Pay
Please note that electronic money other than those mentioned above, such as PASMO, Suica, and Edy, cannot be used.
PayPay, Rakuten Pay, dPayment, au PAY, Alipay+, WeChat Pay
Please note that electronic money other than those mentioned above, such as PASMO, Suica, and Edy, cannot be used.
Can I use a credit card?
Yes. We accept VISA, MASTER, JCB, American Express, Diners, UnionPay, Discover card and Sotetsu card.
* Credit cards can only be used for one-time payment.
* Credit cards can only be used for one-time payment.
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.
Online card payment
I made a reservation with "prepayment by credit card", but can I change it to "payment on site"?
Sorry, we cannot change the payment method after you have made a reservation.
If you need to make changes, please cancel your reservation and make a new one, selecting "Pay on site."
Please note that the payment methods available vary by hotel, and some hotels only accept cashless payments. Cash cannot be used for payments at the hotel front desk. Thank you for your understanding.
If you need to make changes, please cancel your reservation and make a new one, selecting "Pay on site."
Please note that the payment methods available vary by hotel, and some hotels only accept cashless payments. Cash cannot be used for payments at the hotel front desk. Thank you for your understanding.
I made a reservation with "Payment on site", but can I change it to "Payment in advance with credit card"?
You can change to "prepayment by credit card" even after making a reservation only for reservations made through the official website. You can change this up to 4 days before your stay by accessing the URL in the reservation confirmation email. Please note that you cannot change from prepayment to on-site payment.
* Sotetsu Fresa Inn Seoul Myeong-dong does not accept advance payment by credit card.
* Sotetsu Fresa Inn Seoul Myeong-dong does not accept advance payment by credit card.
How do you manage the credit card information I enter when making a reservation?
We do not hold any credit card information.
The payment company will vary depending on your reservation number.
[Reservations with reservation numbers starting with "T"]
The booking is arranged by tripla and payment is made in advance by credit card, and the information is encrypted and linked to a payment processing company.
[Reservations with reservation numbers only]
It is held solely by the payment processing company, Zeus Co., Ltd.
Zeus Corporation Customer Support (24 hours a day, 365 days a year) 0570-02-3939
The payment company will vary depending on your reservation number.
[Reservations with reservation numbers starting with "T"]
The booking is arranged by tripla and payment is made in advance by credit card, and the information is encrypted and linked to a payment processing company.
[Reservations with reservation numbers only]
It is held solely by the payment processing company, Zeus Co., Ltd.
Zeus Corporation Customer Support (24 hours a day, 365 days a year) 0570-02-3939
Can I pay in installments?
Only lump-sum payments are accepted. Please note that installment payments and revolving payments are not available.
Can I get a receipt?
If you pay on site, a receipt will be given to you when you check in.
If you have prepaid by credit card when making your reservation, the delivery method will vary depending on your reservation, so please check below.
[Reservations with reservation numbers starting with "T"]
If you have made a "prepayment by credit card" when making your reservation, please issue your ticket online. After midnight on the day of check-out, you can Location the reservation confirmation screen on the page of the hotel you booked, or the URL in the reservation confirmation email you received when you made your reservation, and issue your ticket online. There is no limit to the issuance period or number of times it can be issued, but if you issue it for the second time or later, it will be clearly stated that it is a "reissue."
[Reservations with reservation numbers only]
Please inform the front desk when you check in.
If you have prepaid by credit card when making your reservation, the delivery method will vary depending on your reservation, so please check below.
[Reservations with reservation numbers starting with "T"]
If you have made a "prepayment by credit card" when making your reservation, please issue your ticket online. After midnight on the day of check-out, you can Location the reservation confirmation screen on the page of the hotel you booked, or the URL in the reservation confirmation email you received when you made your reservation, and issue your ticket online. There is no limit to the issuance period or number of times it can be issued, but if you issue it for the second time or later, it will be clearly stated that it is a "reissue."
[Reservations with reservation numbers only]
Please inform the front desk when you check in.
When will I be charged? When is my billing date?
Payment is completed as soon as your reservation is confirmed. The billing date will vary depending on your contract with the credit card company, so please Contact your credit card company for details.
I canceled my reservation before the cancellation fee was incurred, but I haven't received a refund.
Payment is completed as soon as your reservation is confirmed, but it may take some time for the cancellation to be reflected in the credit card company. Refunds will be processed based on the contract between the credit card company and you for the closing date.
I couldn't pay with my credit card?
[Reservations with reservation numbers starting with "T"]
Please check that the information you entered is correct, that you have not reached your credit limit, and that your card supports 3D Secure, then Contact your card company.
If that doesn't resolve your issue, please contact the hotel directly or Contacthere .
[Reservations with reservation numbers only]
Please Contact Zeus Co., Ltd., the payment processing company.
Zeus Corporation Customer Support (24 hours a day, 365 days a year) 0570-02-3939
Please check that the information you entered is correct, that you have not reached your credit limit, and that your card supports 3D Secure, then Contact your card company.
If that doesn't resolve your issue, please contact the hotel directly or Contacthere .
[Reservations with reservation numbers only]
Please Contact Zeus Co., Ltd., the payment processing company.
Zeus Corporation Customer Support (24 hours a day, 365 days a year) 0570-02-3939
Guest rooms, facilities and other services
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.
Thank you for your understanding.
Can I have takeout delivered to my room?
Information is available at each hotel.
Please make arrangements when you stay overnight.
Please make arrangements when you stay overnight.
Are there drinks in the Refrigerator or Cool box? Also, are there vending machines in the hotel?
Guest Rooms are provided with Refrigerator or Cool box, but no drinks are provided in them.
Please turn on the power switch and use it for any drinks you may have brought with you.
We also have vending machines available within the hotel, and can provide information on the nearest convenience store.
Please turn on the power switch and use it for any drinks you may have brought with you.
We also have vending machines available within the hotel, and can provide information on the nearest convenience store.
Can I have a massage in my room?
Information is available at each hotel.
Please make arrangements when you stay overnight.
Please make arrangements when you stay overnight.
What kinds of equipment are available for rental?
Please see the "Facilities & Services" section on each hotel's website for more information.
What is a "Universal Room"?
Our barrier-free Guest Rooms are available to everyone, so even guests with disabilities can stay with peace of mind.
Are there Non-smoking rooms?
Yes, if you would like a Non-smoking rooms, please request it at the time of booking.
I would like to come by car. Is there parking?
It depends on the hotel. Please check the "Location" section of each hotel's website for details.
Are breakfast and dinner included?
Dinner and breakfast vary depending on the accommodation plan. Please check the plan details.
Breakfast can also be requested upon arrival at the hotel.
Breakfast can also be requested upon arrival at the hotel.
Can I make copies, fax or print out documents?
Please contact the front desk for copy, fax and printing services. We offer a comprehensive business environment.
*Printing, copying and faxing services are available at an additional cost.
*Printing, copying and faxing services are available at an additional cost.
I would like to connect to my company's intranet. Is a VPN connection possible?
Yes. When connecting to the Internet, please select VPN connection on the selection screen.
However, please note that due to the limited number of global IP addresses, you may not be able to use the service depending on the usage status of other customers.
However, please note that due to the limited number of global IP addresses, you may not be able to use the service depending on the usage status of other customers.
Can I use the Internet in my room?
Yes, all Guest Rooms are equipped with high-speed internet access (up to 100Mbps).
Cleaning of guest rooms for consecutive nights
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.
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.
General hotel use
I have a guest coming over and would like to talk in my room.
Please note that Guest Rooms are for overnight guests only.
Please meet in the lobby.
Please meet in the lobby.
Is there a curfew?
With the exception of some hotels, the entrance will be locked after 1:00 am, but you can still enter with your room key.
Please be sure to take your room key with you when you go out. Please Contact each hotel for details.
Please be sure to take your room key with you when you go out. Please Contact each hotel for details.
I think I will be late for the check-in time I specified when making the reservation.
If you will be arriving later than the scheduled check-in time, please call the hotel in advance.
Can I have a later check-out time?
If you wish to do so, please contact our staff by phone.
If you become a SOTETSU HOTELS CLUB members , you can extend your check-out time from 11am to 12pm free of charge.
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
If you become a SOTETSU HOTELS CLUB members , you can extend your check-out time from 11am to 12pm free of charge.
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
Can I check in early?
As a general rule, check-in begins at 3 p.m. as the Guest Rooms are being cleaned, but if you would prefer to check in later, please ask a member of staff.
If you are a SOTETSU HOTELS CLUB members, you can check in from 2pm.
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
If you are a SOTETSU HOTELS CLUB members, you can check in from 2pm.
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
Can I leave my luggage before or after check-in?
Yes. We will store your luggage at the front desk both before and after check-in, so please feel free to ask our staff.
What are the check-in and check-out times?
Check-in is at 3:00 pm and check-out is at 11:00 am.
( SOTETSU HOTELS CLUB members can check in early at 2:00 pm and check out late at 12:00 noon)
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
( SOTETSU HOTELS CLUB members can check in early at 2:00 pm and check out late at 12:00 noon)
* MEMBERSHIP PROGRAM benefits apply to stays booked on the official website or by phone.
*Some benefits may not apply depending on the hotel or reservation.
*To use the benefits, you will need to authenticate your membership QR code.
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]
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]
Other
Want to link to this site?
We hope to provide information to as many people as possible on this website, so we welcome links to this website (links are free). For details, please see the " Site polocy ."
Can you provide information on land utilization and properties for business hotels?
We apologize for the inconvenience, but please contact us by phone or through the inquiry form .
For more details, please see the " Hotel Development Business " page.
[Contact information]
Sotetsu Hotel Development Co., Ltd. 2-9-14 Kitasaiwai, Nishi-ku, Yokohama, Kanagawa Prefecture, 220-0004 (Sotetsu Head Office Building 2F)
Tel.045-319-2596／Fax.045-319-2273
For more details, please see the " Hotel Development Business " page.
[Contact information]
Sotetsu Hotel Development Co., Ltd. 2-9-14 Kitasaiwai, Nishi-ku, Yokohama, Kanagawa Prefecture, 220-0004 (Sotetsu Head Office Building 2F)
Tel.045-319-2596／Fax.045-319-2273
If you cannot find a solution, please contact us via the inquiry form.
