FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

Can minors stay at the hotel without adults?

If you are a minor (under 18 years old) and staying alone, the consent of your legal guardian, such as a parent or guardian, is required.
We require you to submit a consent form upon check-in. Please note that we may refuse your stay if you do not submit the consent form.
Please use the consent form below.

Minor Consent Form. 　

Is there barrier-free access?

Although not available throughout the entire building, we do have a barrier-free room called the Universal Twin on the 3rd floor.
In addition, elevators, corridors, etc. are accessible to Wheelchairs users.
Please contact us for more details.

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.

Do you have a kettle?

客室内デスクの上に電気ケトルのご用意がございます。　また洗面所のお水は飲用可能でございますのでこちらをご利用ください。

Do you have pajamas?

パジャマ通常サイズをフリーアメニティコーナーにご用意しております。その他に大きいサイズや子供用のパジャマもご用意しております。ご希望の場合フロントまでお申し付けください。　数に限りがございますので、お早目のお申し出をお願いいたします。

Can I make an outside call from the guest rooms?

You can use internal calls, but not external calls.
We apologize for any inconvenience this may cause and appreciate your understanding.

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.

I'd like to pay by bank transfer.

Payment can be made by bank transfer up to 3 business days before the check-in date.
If you wish to make a bank transfer, please contact us by phone.
*If you pay your accommodation fee and cancellation fee by bank transfer, you will be responsible for any bank transfer fees.
Please be aware of this.

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.

Can I store my luggage 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.
Additionally, we are unable to accept valuables, fragile items, excessively large or large 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.

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.

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, shower toilet, humidifier/air purifier, hair dryer, electric kettle, or anything else you may have questions about, please feel free to contact our hotel.
 

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.

Is there a curfew?

There is no curfew, but the automatic front door is locked between 1am and 5am.
Guests staying at the hotel can unlock the door with their room key.
While the entrance is locked, guests who have not checked in should call a staff member using the intercom in front of the entrance.

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 make a corporate contract?

We do not accept corporate contracts.
Please make your reservation online.

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 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 tag to the outside of guest rooms door by 12 noon.
Towels will be provided at the door.
*For hygiene reasons, we will clean guest rooms every 3rd 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

Are there any cigarette vending machines in the building?

We are sorry, but we do not sell cigarettes in the building. If you would like to purchase cigarettes, we will direct you to a nearby store.

Is ice provided?

There is an ice machine in the vending machine corner next to the elevator on the 3rd floor. Please feel free to bring your own ice in plastic cups.

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.

 

Are there microwaves in the building?

電子レンジは、1階自動販売機コーナー、3階自動販売機・ランドリーコーナーに設置しております。
ご自由にご利用くださいませ。

Is there a large public bath?

We are sorry, but Sotetsu Fresa Inn Chiba-Kashiwa does not have a large public bath.
All rooms are equipped with unit-type baths, so please feel free to use them.

Are there any smoking areas in the hotel?

Smoking is prohibited throughout our hotel except in the Smoking Room. Even around Kashiwa Station, smoking spaces are limited due to city ordinances, so please use the smoking areas of nearby restaurants, etc.

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.

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)

Can I use my smartphone as a room key?

You can use the service by downloading the official app and making a reservation through the app or the official website.
Please refer to this page for instructions on how to use it.

Is there parking?

■□■□　駐車場　□■□■

・提携駐車場をご案内しております。（予約制ではございません。完全先着順）
・柏タワースクエアー駐車場のご精算は当ホテルフロントとなります。その他時間料金でのご精算は、直接駐車場となります。

【ザ・柏タワースクエアー駐車場】　　住所：千葉県柏市柏2－10－2　電話：04－7128－9506
価格：提携24時間チケット1200円（7：00～23：00）　尚、営業時間外の23：00～7：00の間は入庫出来ません。
注意：ご利用頂ける車の大きさ／高さ2mまで　幅1．9mまで　長さ5．3ｍまで　最低地上高7cm以上
※出庫の際は駐車券と24時間チケットを精算機にお入れ下さい。

【タイムズ柏2丁目】　　住所：千葉県柏市柏2-6　　電話：0120-77-8924
営業時間：24時間出入庫可能
料金：24時間 1200円（現地でのご精算となります。フロントにて駐車券をご提示ください）
※高さ2.1ｍまで　全幅1.9ｍまで　全長5ｍまで　重量2.5tまで
※「タイムズ柏2丁目第2」「タイムズ柏2丁目第3」等の
タイムズ柏２丁目以降に第○がつく駐車場は当ホテルの提携駐車場ではございません。
お停め間違いにご注意ください。


＜その他＞

※出庫の際に混雑する場合が御座います。※当ホテルで空車管理は行っておりません。
※深夜到着、早朝出発のお客様は直接駐車場にてお支払い頂いた方がお安くなる場合がございます。

Is there a restaurant?

1Ｆラウンジにて朝食のみご提供しております。

ご予約時はもちろん、チェックイン時・ご滞在中にも朝食券を販売しております。お気軽にフロントまでお申し付けください。

Are there any restaurants nearby?

There are many restaurants and pubs in the neighborhood.
Please feel free to contact the front desk for recommendations on recommended restaurants.

What are the breakfast opening hours and what is on the menu?

Opening hours: Every morning from 6:30 am - 9:30 am (Last order)
Location: 1F Lounge
Menu: Buffet style
Price: JPY 1,300 (tax included)

Can people other than guests eat breakfast?

Yes, please purchase a Breakfast ticket at the front desk.
The fee is JPY 1,300.

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.

Is there a child fee?

There are no children's rates.
Children aged 12 and above will be charged the same rate as Adults.

One child under elementary school age can sleep with you per bed.

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. Cash payments are not accepted. We apologize for the inconvenience, but please understand.

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

Is there a Laundromat?

ホテル3Ｆエレベーター横に「コインランドリー」がございます。　
洗濯乾燥機3台(洗剤自動注入)がございます。　　
洗濯１回につき400円～、乾燥機は200円/30分でございます。

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.

Are there any convenience stores nearby?

There are two locations within a two-minute walk from the hotel. For more information, please ask the front desk staff.

I'd like to exchange foreign currency.

ホテル1階のロビー内に外貨両替機が設置されています。
外貨から日本円への両替と日本円の両替（紙幣から硬貨への両替）が可能でございます

Can I request a massage?

当ホテルにて契約している施術業者のご案内となり、依頼時間は22:00までとなっておりますのでご希望される場合はお早目のご依頼をお願いいたします。また、依頼が多数になった場合施術者の手配がつかず、お受けできかねる場合もございます。詳しくは、客室TV内のご案内をご覧ください。

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

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.)

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