FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

Can minors stay at the hotel without adults?

Minors (under 18 years old) staying alone require parental consent.
Please submit a consent form when you check in. If you do not submit the consent form,
We may refuse your stay.
Please use the consent form below.
Minor Consent Form

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.

What amenities are available in the rooms?

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

[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 make an outside call from the guest rooms?

External calls cannot be made from the guest rooms.
There is a public phone in the front lobby.
Please use this.

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 items are available for loan?

We have several Items Available on Loan available. Please ask at the front desk.

・Ion steamers
・Curling dryers
・Hair iron
・Memory foam pillow
・Blankets
・Nail clippers
・Irons / Ironing boards
・Pants presses
・Three-sided mirror
・Electric lamps
・Ice buckets
・Ice packs

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.

Can I sign a corporate contract?

We apologize for the inconvenience, but please call the hotel directly or contact us through the inquiry form .

Can I store my luggage before check-in/after check-out?

Yes, we will keep your luggage at the front desk before check-in and after check-out.
Please feel free to contact us.
The period for which we can store your luggage is limited to the days of check-in and check-out.
We do not accept storage across multiple days.
We are unable to accept excessively large luggage, excessive 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 write down the name of the guest and the check-in date, and select the arrival date of the luggage as "Check-in date".
Please send it to the hotel.
Please send your luggage under the same name as you provided when booking.
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.

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.

Is there a curfew?

There is no curfew. However, for security reasons, the main entrance is locked between 1:00 am - 5:00 am.
Guests staying at the hotel can use their card key to unlock the door, but guests checking in should call the front desk staff using the intercom.
Also, please let us know if you will be arriving significantly later than the time you registered.

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.

How can I pay by bank transfer?

You can pay by bank transfer up to 3 business days before the check-in date. If you would like to pay by bank transfer, please contact us by phone.

Note: If you choose to pay accommodation fees and cancellation fees by bank transfer, please note that you will be responsible for any bank transfer fees.

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.

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

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.

Are there any smoking areas in the hotel?

There is a smoking booth on the second floor. Please use that.

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.

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)
 

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.
Please note that there are some items that we cannot accept due to their size or excessive value.

Is there a restaurant?

Yes. We have an Italian restaurant, Gran Duca Namba, on the first floor.

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 .

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

Breakfast is served from 6:30am to 10:00 am (Last order 9:30 am).
Please check the menu here .

Can people other than guests eat breakfast?

Yes. Anyone can use the facility, even if they are not staying at the hotel. Please purchase tickets at the front desk on the second floor.

Is there a child fee?

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.

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.

All junior high school students and above will be charged the same rate as adults, without exception.
 

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.

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.

Are there coin laundry facilities?

There are three coin laundries in the hotel.

The coin laundry also uses water that is gentle to the touch - SOU-BI-SUI- which leaves your laundry soft and smooth. Enjoy the feel of your laundry after washing.

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 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.

Can I pay with a QUO Card?

Unfortunately, we cannot handle payments made using a QUO Card. We ask for your understanding.

Are there any convenience stores nearby?

There is a Family Mart on the 1st floor of our hotel.

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 via Yamato Transport at the front desk. If you would like to use cardboard boxes, they are available for a fee.
If you would like to pay in advance, please send it to Family Mart on the first floor.

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