FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

Can I check in before the specified time or extend the check-out time?

For check-in before the designated time (early check-in), please check-in from 12:00 noon on the day of your arrival.
An additional fee of JPY 1,000 per hour will be charged per room.

If you are a SOTETSU HOTELS CLUB member and make a reservation on the official website, check-in will begin from 2:00 pm.

In addition, we can extend your check-out time (late check-out) up to 2:00 pm on the day of your stay.
Extensions are available for an additional fee of JPY 1,000 per hour per room.
Please note that if you check out after 2:00 pm, you will be charged for one night's stay.

If you are a SOTETSU HOTELS CLUB member and make a reservation on the official website, check-out will be at 12:00 noon (excluding some hotels).

Both early check-in and late check-out may not be possible depending on the situation on the day, so please contact first.

Can minors stay at the hotel without adults?

Minors (under 18 years old) staying alone require parental consent.
Please submit a consent form when you check in. If you do not submit the consent form,
We may refuse your stay.
Please use the consent form below.

Minor Consent Form

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, mini-fridge, toilet with bidet, air purifier, hair dryer, electric kettle, etc.
If you have any questions, please feel free to contact our hotel.

Can I choose a specific room?

We apologize for the inconvenience. In order to ensure that all guests have a comfortable stay, we will assign rooms to you.
We are unable to specify the room or floor, but we will accept requests.

What items are available for loan?

We have several Items Available on Loan available. Please ask at the front desk.

・Pillows and Blankets
Nail clippers
・Irons / Ironing boards
・Electric lamps

Is sleepwear available?

Yes, we do.
Original hotel pajamas (top and bottom set) are available in the lobby on the first floor or in front of the elevators on each floor.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.

Is there a trouser press?

Available in all guest rooms.

Do you have low pillows?

We have several types of pillows available for rental at the front desk. Please contact for more information as we only have a limited number in stock.

Is there any cell phone charger?

Yes, we do. It is available at the reception desk.

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

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Are there any drink amenities?

Yes, we have several types of amenities available in the Free Amenities corner, including powdered Green tea sticks, Coffee, and Black tea tea bags.
*Please note that the content may change without prior notice.

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

Can I access the Internet in the guest rooms?

If you bring a PC or internet connection device, you can connect via LAN cable or Wi-Fi.
LAN cables are available for rental at the front desk.

Can I make an outside call from the guest rooms?

External calls cannot be made from the guest rooms.
There is a public phone in the front lobby.
Please use this.

Do you have a safe deposit box?

There is no security box.
Your valuables will be placed in a valuables bag at the front desk and kept in the safe in the hotel office.
There are some items that cannot be kept due to their size or high value, so please contact at each hotel.

Is there any smoking area inside the hotel?

Yes, located on the 1st floor.

Is there a coin laundry or microwave available?

Coin laundries are located on the 2nd and 3rd floors.
Microwaves are located in the coin laundry corner on the 2nd floor and in the vending machine corners on the 6th and 11th floors.

Are there vending machines in the building?

Located on floors 4 to 12. We offer everything from soft drinks to alcoholic beverages.

Do you have an ice machine?

Ice machines are located in the vending machine corners on floors 4 to 12.
There are ice cups next to the ice machine.

Can I make copies or send faxes in the hotel?

Yes, we can accommodate your request as detailed below.
Black and white JPY 10 (1 sheet)
Color JPY 50 (1 sheet)
Domestic fax: JPY 50 (per page)
Overseas fax: JPY 100 (1 page)

Is the water in the rooms potable?

Yes, you can drink it. All the water in the unit baths in all guest rooms is safe to use as drinking water.

How is the hotel security?

We use contactless IC card keys.
When getting on the elevator, please touch your card key to the sensor and press the button for guest rooms floor.
Only guests staying at the hotel are allowed inside.

Is there parking?

The hotel has four reserved parking spaces.
Please contact us if you would like to use this service.
If the parking lot is full, we will direct you to a nearby paid parking lot.

Is there a restaurant?

Royal Host is available from the 1st floor lobby.
For more information on the breakfast menu and opening hours, please click here .

What is the room rate for an overnight stay with a child?

Admission is free for preschool children (until they have graduated from kindergarten or nursery school).
Children of elementary school age and older will be charged the same rate as Adults. However, if you are accompanied by two or more elementary school children, there may be separate regulations, so please Contact the hotel for details.

One child under elementary school age can sleep with you per bed.
Junior high school students and above will be charged the same as adults without exception.

What is the cancellation policy?

A cancellation fee will be charged starting the day before your scheduled stay.:

・Cancellation the day before: 20% of the accommodation fee
・Cancellation on the day: 80% of the accommodation fee
・No-show without notice: 100% of accommodation fee

The cancellation fee above will be calculated based on the total amount paid.
Please note that for group reservations and certain accommodation plans such as early bird discounts, separate cancellation fees may apply.
Thank you for your understanding.

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
Available QR code payments: PayPay, dPayment, 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.

Available QR code payments: PayPay, dPayment, au PAY, Rpay, Alipay+, WeChatPay

*Please use credit cards or QR code payment for payment at the hotel reception. We do not accept cash payments. We apologize in advance for any inconvenience.

How can I pay by bank transfer?

You can pay by bank transfer up to 3 business days before the check-in date. If you would like to pay by bank transfer, please contact us by phone.

Note: If you choose to pay accommodation fees and cancellation fees by bank transfer, please note that you will be responsible for any bank transfer fees.

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.)
Many of you may have gift cards such as eco points, so please feel free to use a VISA gift card or JCB gift card to pay for your accommodation.
*The name of VISA gift cards has been changed to VJA gift cards since January 2011.

Can I pay with a QUO Card?

Unfortunately, we cannot handle payments made using a QUO Card. We ask for your understanding.

If I make a reservation by phone, can I make the reservation at the same price as displayed on the online reservation site?

The rates for online reservations are different from those for reservations made over the phone.
If you would like to see the accommodation plans and prices displayed online,
Please make your reservation via the online reservation site.

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 send luggage or mail in advance by courier or post?

Please write down the name of the guest and the check-in date, and select the arrival date of the luggage as "Check-in date".
Please send it to the hotel.
Please send your luggage under the same name as you provided when booking.
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.

Will you hold my luggage for me 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 we can store your luggage is limited to the days of check-in and check-out.
We do not accept storage across multiple days.
We are unable to accept excessively large luggage, excessive amounts of luggage, or items that require freezing or refrigeration.
For more information, please contact each hotel.

I have a visitor. Can I allow him/her into guest rooms while I'm staying?

Entry into guest rooms and guest rooms floors is prohibited to anyone other than staying guests.
If you need to meet with us, please do so in the lobby.

Is there a curfew?

There is no curfew, but please let us know if you will be arriving after the time you registered in advance.
In addition, the entrance will be locked from 1:00 am - 5:00 am.
If you are visiting during these hours, please call the front desk using the intercom provided.
If you have already checked in, you can touch your card key to the card key reader next to the intercom to deactivate security and open the door.

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 be placed on a waiting list?

Unfortunately, we do not offer waiting lists for cancellations.

We apologize for any inconvenience caused, but please try Book Now again on another day or contact the hotel.

Can I send parcels from the hotel?

We accept "prepaid" and "cash on delivery" at the front desk. We also have cardboard boxes available (for a fee).

Are there any convenience stores nearby?

If you go out the entrance and turn right, you will find a Lawson convenience store within a minute's walk.

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.

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