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?

Yes, we do.
Original hotel pajamas (top and bottom set) are available for rental 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 there any cell phone charger?

They are available for rental at the front desk.

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?

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>
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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 12:00 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 we may not be able to prepare your room if you do not contact us.

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

[Free amenities] *Available on the lobby floor.
2-piece pajamas, toothbrush, hairbrush, razor, cotton swabs, bath salts, body sponge, skin care products, coffee/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.

Is there parking?

Our hotel has no dedicated parking lot. We ask that you use the coin parking located nearby.

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.

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.

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.

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 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 will be calculated based on the total amount paid.
Please note that for groups of 12 or more people, there are separate cancellation fee regulations for groups.
Thank you for your understanding.

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.
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.
(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.

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.

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

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

Yes, we can store it for you.
If you arrive before check-in, we will check your luggage at the front desk after confirming your reservation.
After check-out, we will only accept your luggage if you pick it up on the day of your check-out.
However, please note that we cannot accept luggage after the next day.
Additionally, we cannot store luggage that is too large, too much, or that requires freezing or refrigeration.

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.

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.
Please contact the museum for more information.

Can I send parcels from the hotel?

Please contact the front desk.
Cardboard boxes and Boston bag covers are also available (for a fee).
Delivery is via Yamato Transport's Takkyubin service.
 

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.

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