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?

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?

They are available for rental at the Free Amenities corner. *Numbers are limited.

What amenities are available in the rooms?

In the guest rooms, pajamas (top and bottom separate type)
→From September 9th, we have changed the system so that they will be placed in front of the elevator and people can take them as they please.
・Disposable slippers
・various towels
· Shampoo
· Conditioner
・Body wash
etc.
In addition, Free Amenities are also available.

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.

Is there any smoking area inside the hotel?

There is a smoking booth on the first floor. Please use that.
If you smoke in the guest rooms, we will charge you a cleaning fee of JPY 30,000 plus the cost of accommodation for the period during which the room cannot be sold due to the smell of cigarettes.
Accommodation fees will be charged at the basic rate for that day.

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?

There are Pants presses in the elevator halls on each floor. Please feel free to bring one to your room and use it.
There are also several available at the front desk.

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 pillow, Blankets, Nail clippers, iron, ironing board, Pants presses, Electric lamps, Ice buckets, ice packs

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.

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

Yes, black tea as well.

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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.
2-piece pajamas, 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.

How is the ventilation in the bathroom?

The bathroom will be constantly ventilated.
There is no ON or OFF switch.

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

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.

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?

There is a vending room on the first floor, equipped with soft drink vending machines, an ice machine, and a microwave.

We do not sell alcoholic beverages.

Is there a coin laundry or microwave available?

It is located on the first floor.

Do you have an ice machine?

There is a free ice machine in the vending machine corner on the first 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 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 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 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
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 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?

We are sorry, but we are unable to accept QUO cards. Thank you 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 handle shipping through Yamato Transport. We also have cardboard boxes available for sale. Packages will be shipped without a cover, so please let our staff know should you require one.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.

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

Guests can store their luggage in the self Self-cloakroom.
To lock the wire lock, you will need to authenticate with your transportation IC card.
*Not compatible with Apple Watch.
*Only available on the check-in and check-out dates. Available only to guests staying at the 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 stay with my pet(s)?

We are sorry, but we do not allow guests to bring pets with them. However, service dogs such as guide dogs and hearing dogs are permitted.

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.

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.

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