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.
Consent form for minors to stay

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.

Can I choose a specific room?

In order to ensure that all guests have a comfortable stay, we will assign rooms to each guest. We are unable to accept requests for specific rooms or floors.

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.

Can I make an outside call from the guest rooms?

Outside calls cannot be made from the guest rooms.

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) Also, 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 when this service is unavailable.

What amenities are available in the 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.

Do you offer any drinks other than green tea as an amenity?

Yes, black tea as well.

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

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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?

Yes, located on the 1st floor.

Is there a computer I can use for free?

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

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.

Are there vending machines in the building?

Located on the 3rd floor. We offer everything from soft drinks to alcoholic beverages.

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 a coin laundry or microwave available?

It is on the 3rd floor.

Is there parking?

This hotel does not have parking spaces. Please use the nearby carpark.
Please see the Access page for more details.
In addition, there are some vehicle types that cannot be parked in this parking lot.
In that case, please use another paid parking lot.

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 Adults rate. If there is one Adults and one elementary school student or older, please make a reservation for two Adults.

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

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
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.

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 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 my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?

Please include the guest's name and check-in date on the package and send it to the care of the hotel. We do not accept cash on delivery, so please pay when the package is shipped.
Please note that we cannot accept luggage from customers who do not have a reservation or from customers who make reservations more than one month in advance.

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

Yes, we can keep your luggage for you. We can keep it for you until the day of your check-out. However, please note that we cannot keep it for you until the next day.

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 stay with my pet(s)?

We're very sorry we cannot allow guests to stay together with their pets. We ask for your understanding.

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.

Is there a curfew?

No, there's no curfew. However, for security reasons, the front entryway will be locked between 1:00 am and 5:00 am.
Hotel guests can unlock the entryway using their card keys, however, We ask guests who haven't yet checked in to contact the front desk over the intercom.
Further, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.

Can I send items by courier from the hotel?

クロネコヤマトのお取り扱いがございます。
また、ダンボール（有料）など資材のご用意もございます。
高額貴重品や、壊れ物、特殊扱いのお荷物など場合によってはお取り扱えない物もございますのでご確認願います。
またクール便や空港までの当日お届けサービスなどはございません。

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