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.

Minor Consent Form

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, so please use it.

Is sleepwear available?

Yes, we do.
Original hotel pajamas (top and bottom set) are available at the front desk.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.

We also have them for sale if you are interested, so please ask the front desk staff.

Can I access the Internet in the guest rooms?

Wi-Fi is available throughout the hotel and in all guest rooms.

LAN cables are also available in the guest rooms.

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

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Could you please tell me about the fixtures and amenities in the guest rooms?

[Free amenities] *Available on the 1st floor and front desk 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.

In addition, the "2-piece pajamas" are also available for sale. If you are interested, please feel free to contact.
 

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.

Multiple night stay ticket

Do you have scissors, fruit knives, etc. available for rental?

Our hotel only lends out scissors in the front lobby. They cannot be brought into the rooms.
If you would like to use the service, we apologize for the inconvenience, but we ask that you come to the front desk and use the service in the front lobby.
Please note that the hotel does not lend out any fruit knives or other items.

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.

Do you have an ice machine?

There is an ice machine on the first floor.
We also have transparent cups for ice, so please feel free to use them.
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 maker.

Is the water in the rooms potable?

Yes, you can drink it.
Our hotel is equipped with a water purification system throughout the building, so all the water in the unit baths in the guest rooms is also purified water.
Come experience the delicious water - SOU-BI-SUI.

What is the SOU-BI-SUI?

This is the name of the water provided by our hotel.
Our hotel-wide water purification system provides purified water for the faucets and showers in the guest rooms, the washlets, the faucets in the common areas, and the laundry water.
Experience SOU-BI-SUI, water that is delicious to drink and gentle to the touch.

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.

Are there rates for children or for children sleeping in the same bed?

Preschool children (until they have graduated from kindergarten or nursery school) are free. Elementary school students and above will be charged the regular Adults rate. If there is one Adults and one elementary school student or older child, please make a reservation for two Adults.

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

I want to 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.
*Please note that if you pay your accommodation fee and cancellation fee by bank transfer, you will be responsible for any bank transfer fees.

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.
*The self-service check-in machines also accept credit cards (with IC card) and QR code payments.
* 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. We do not accept cash payments. We apologize in advance for any inconvenience.

Can I use VISA gift cards or JCB gift cards?

You can use it.
Our hotel is an affiliated store that accepts VISA gift cards and JCB gift cards.
Please feel free to use a VISA gift card or JCB gift card to pay for your accommodation.
(Terms and conditions are as stated on the voucher.)

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

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.

Can I also have underwear cleaned?

We are very sorry, but we are unable to accept underwear.
Please do your own laundry at the laundry corner on the 1st floor.

Can I leave my luggage at the hotel before check-in or after check-out?

Yes, we will keep your luggage at the front desk both before check-in and after check-out.
The period for which luggage can be stored is limited to the days of check-in and check-out.
We cannot accept luggage that is too large, luggage that is too large, or items that require freezing or refrigeration.
For more information, please contact the front desk.

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.
Please contact the museum for more information.

Can I send parcels from the hotel?

Please contact the front desk.
Cardboard boxes and Boston bag covers are also available (for a fee).
Delivery is via Yamato Transport's Takkyubin service.

Please note that we only accept cash on delivery shipments.
Please be aware of this.

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