FAQ
- Accommodation / rooms
- Cleaning of guest rooms for consecutive nights
- Hotel facilities and equipment
- Location / Parking
- Staying with children
- Charges and payment
- Other
Please click here for FAQ about SOTETSU HOTELS CLUB .
Accommodation / rooms
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?
Yes, we do. We have original separate pajamas for the hotel. Please note that we only have a limited number of pajamas in larger sizes or for children, so please contact the hotel when making your reservation.
Is there any cell phone charger?
Yes, we do. It is available at the reception desk.
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, refrigerator, toilet with bidet, air purifier, hair dryer, electric kettle, etc. If you have any questions, please feel free to contact our hotel.
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, refrigerator, 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.
We are unable to specify the room or floor, but we will accept requests.
Can I make an outside call from the guest rooms?
We are sorry, but it is not possible to make outside calls from the guest rooms.
Do you have low pillows?
Low TEMPUR®pillow are available for loan at the front desk. Please Contact as stock is limited.
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?
貸出備品はいくつかご用意がございます。フロントまでお申し付け下さい。
・カールドライヤー
・ヘアイロン
・低反発枕
・毛布
・爪切り
・アイロン・アイロン台
・ズボンプレッサー
・電気スタンド
・アイスペール
・カールドライヤー
・ヘアイロン
・低反発枕
・毛布
・爪切り
・アイロン・アイロン台
・ズボンプレッサー
・電気スタンド
・アイスペール
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.
(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.
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>
1. Tap "Settings" on your device
2. Scroll down the screen and tap "Safari"
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.
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>
1. Tap "Settings" on your device
2. Scroll down the screen and tap "Safari"
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.
Cleaning of guest rooms for consecutive nights
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.
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.
Hotel facilities and equipment
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.
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.
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 in the vending machine corner on the second floor. We have everything from soft drinks to alcoholic drinks.
Is there a coin laundry or microwave available?
It is located in the vending machine corner on the 2nd floor.
Do you have an ice machine?
There is an ice machine that you can use for free inside the vending machine corner on the second floor. Our hotel has installed a water purification system throughout the building, so the ice in the machine is made from the delicious water called SOU-BI-SUI. Please use the ice machine. There are cups for ice beside the ice machine.
Location / Parking
Is there parking?
Our hotel has no dedicated parking lot. We ask that you use the coin parking located nearby.
Staying with children
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.
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.
Charges and payment
Are there any cancellation fees?
Basic cancellation fee: 20% the day before, 80% on the day, 100% for no notice *Varies depending on 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
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 various credit cards and the following QR code payments.
Accepted QR code payments: PayPay, d-pay, au PAY, Rpay, Alipay+, WeChatPay
*Please note that cash payments are not accepted at the hotel front desk.
Accepted QR code payments: PayPay, d-pay, au PAY, Rpay, Alipay+, WeChatPay
*Please note that cash payments are not accepted at the hotel front desk.
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.
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 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 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.
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.
Is it possible to add an extra person to a room that is booked for one person?
Yes, it is possible.
However, an additional charge of JPY 2,000 per person per night will be required.
When making a reservation, please confirm the reservation date, number of people, etc.
However, an additional charge of JPY 2,000 per person per night will be required.
When making a reservation, please confirm the reservation date, number of people, etc.
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.
Other
Can I send items by courier from the hotel?
We handle Yamato Transport. We also have cardboard boxes available (for a fee). Packages will be sent without a cover, 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.
Please note that we only accept cash on delivery.
Please note that the hotel may not be able to handle expensive valuables, fragile items, or special baggage.
Please note that we only accept cash on delivery.
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.
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.
