FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

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

Is sleepwear available?

Original hotel pajamas (top and bottom set) are provided in each guest rooms.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.

Is there any cell phone charger?

It is available at the reception desk.

What amenities are available in the rooms?

In the guest rooms, pajamas (top and bottom separate type)
・Disposable slippers
・various towels
· Shampoo
· Conditioner
・Body wash
etc.
In addition, Free Amenities are also available.
* Others amenities are available in the Free Amenities corner in the lobby.

Can I choose a specific room?

We're very sorry. We assign the rooms ourselves in order that all of our guests can have a pleasant stay. You won't be able to designate your room or floor. Designations will be accepted as requests, but please understand we cannot guarantee your selection.

Can I make an outside call from the guest rooms?

Outside calls cannot be made from the guest rooms.

Do you have low pillows?

We have low Tempur pillows available for loan at the front desk. Please contact for more information as we only have a limited number in stock.

Is there a trouser press?

Each floor has a trouser press located in its elevator hall. It is free to use, but we ask that you take it to your room and use it. Apologies for the inconvenience.

What items are available for loan?

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

・Curling dryers
・Hair irons
・Memory foam pillows and Blankets
・Nail clippers
・Irons / Ironing boards
・Pants presses
・Electric lamps
・Ice buckets
・Ice packs ・Tabletop mirror

Can I check in early or check out late?

Depending on the guest rooms cleaning situation on the day, early check-in and late check-out are both available for JPY 1,000 per hour.
(Normal check-in time is 3:00 pm, normal check-out time is 11:00 am)
In addition, early check-in is available after 12:00 noon, and late check-out is available up to 2:00 pm.
*Please note that there may be some dates on which the service is unavailable.

Can I extend my check-out time?

Regular check-out is by 11:00 am, but if you wish to extend your check-out time, it will cost JPY 1,000 per hour (maximum check-out time is until 2:00 pm).
Please note that we may not be able to extend your stay depending on the date.

Are there any drink amenities?

Yes, we have Green tea, Coffee and Black tea.

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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 water in the rooms potable?

Yes, you can drink it. Our hotel is equipped with a water purification system, so all the water in the unit baths in the guest rooms is purified water. Please experience the delicious water - 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.

Is there any smoking area inside the hotel?

There is a smoking booth on the second floor. Please use that.

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.
In addition, for security reasons, the hotel's first floor entrance will be locked from 1:00 am to 5:00 am.
If you already have a guest rooms key card, you can unlock the automatic door using the sensor next to it.
If you do not have a card key, please call a member of staff using the intercom.

Is there a computer I can use for free?

We are sorry, but we do not lend computers free of charge.

Are there vending machines in the building?

Located on the 3rd floor. Only water, tea and soft drinks are available.
Alcohol is not available.

Is there a coin laundry or microwave available?

It is on the 3rd floor.

Do you have an ice machine?

There is a free ice machine in the vending machine corner on the 3rd floor. 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 machine.

Is there parking?

There is an affiliated paid parking lot.
[Excity Hiroshima] 3-1 Matsubara-cho, Minami-ku, Hiroshima City, Hiroshima Prefecture
Self-propelled multi-level structure, height limit 2.1m
Rates: JPY 1,200 from 3:00 pm - 11:00 am the following day. Outside these times, an additional JPY 200 will be charged for every 30 minutes.

*Please inform the hotel front desk that you would like to use the Ekicity Hiroshima parking lot and purchase a service ticket for JPY 1,200 per night.

*Please note that for guests staying two nights or more, even if you park during the day, an additional JPY 200 will be charged for every 30 minutes between 11:00 am and 3:00 pm.
In that case, we will introduce you to other nearby paid parking lots, so please contact the front desk.

Do you provide breakfast?

Yes, we do provide breakfast. For more information, please see the breakfast page .

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

Admission is free for preschool children (until they have graduated from kindergarten or nursery school).
Children from elementary school age will be charged the regular adult rate. If there is one adult and one elementary school student or older, please make a reservation for two adults.

Are there any cancellation fees?

Basic cancellation fee: 20% the day before, 80% on the day, 100% for no notice
*Depends on the accommodation plan.

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. We do not accept cash payments. We apologize in advance for any inconvenience.

Can I use VISA 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.
Many people have gift cards with eco points, etc., so please feel free to use a VISA gift card or a JCB gift card to pay for your stay. (The terms and conditions of use are as stated on the card.) *The name of the VISA gift card has been changed to VJA gift card 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.

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 items by courier from the hotel?

We only accept cash on delivery via Yamato Transport (we do not accept prepayment).
We also have cardboard boxes available (for a fee). Your luggage will be sent uncovered, so please let our staff know if you require one.
Please note that the hotel may not be able to handle expensive valuables, fragile items, or special baggage.

Will you hold my luggage for me before check-in/after check-out?

Yes, we will look after your luggage at the front desk both before check-in and after check-out, so 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.
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 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 send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?

Yes, please write the name of the guest and the check-in date when you send your luggage. We can store your luggage from one week before the check-in date. We cannot store large bags, large amounts of luggage, or luggage that needs to be refrigerated or frozen. Please Contact each hotel for details. We do not accept cash on delivery, so please pay when shipping.

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.

Is there a curfew?

There is no curfew. However, for security reasons, the main entrance is locked between 1:00 am and 5:00 am.
Guests staying at the hotel can use their card key to unlock the door, but guests checking in should call the front desk staff using the intercom.
Also, please let us know if you will be arriving significantly later than the time you registered.

I have a visitor, can I meet with him/her?

For security reasons, we ask that people other than guests not enter the rooms. Please meet with guests in the lobby.

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