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SOTETSU HOTELS CLUB

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FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

Can minors stay at the hotel without adults?

If you are a minor (under 18 years old) and staying alone, the consent of your legal guardian, such as a parent or guardian, is required.
We require you to submit a consent form upon check-in. Please note that we may refuse your stay if you do not submit the consent form.
Please use the consent form below.

Minor Consent Form. 　

Is sleepwear available?

Yes, we do.
We provide original separate pajamas for our guests.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.

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?

【フリーアメニティ】※ロビー階にご用意しております。
２ピースパジャマ、歯ブラシ、ヘアブラシ、カミソリ、綿棒、入浴剤、ボディスポンジ、スキンケア用品、コーヒー/紅茶/緑茶
　
【客室アメニティ】※客室内にご用意しております。
スリッパ、タオル各種、シャンプー、コンディショナー、ボディソープ、消臭スプレー

【客室備品】
液晶TV、無料Wi-Fi、内線電話機、冷蔵庫、洗浄機付きトイレ、空気清浄機、ドライヤー、電気ケトル
その他ご不明な点はお気軽に当ホテルにお問合せください。

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.

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?

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
・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 is available from 12:00 noon on the day of check-in for an additional fee of JPY 1,000 per hour 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 are also accepting late check-out requests up to 2:00 pm on the day of your stay, 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.

(Normal check-in time is 3:00 pm, normal check-out time is 11:00 am)

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.

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.

 

Can I send luggage or mail in advance by courier or post?

Please include the guest's name and check-in date, select the "check-in date" as the arrival date for your luggage, and send it to the care of 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.

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 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.

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.

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 there a curfew?

There is no curfew, but the automatic front door is locked between 1am and 5am.
Guests staying at the hotel can unlock the door with their room key.
If you have not checked in, please call a staff member using the intercom at the entrance.

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.

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 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.
There are some items that cannot be kept due to their size or high value, so please contact at each hotel.

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

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美SUI.

What is the SOU-BI-SUI?

This is the name of the water provided by our hotel. Thanks to the water purification system throughout the hotel, all the water from the faucets and showers in the unit baths in the guest rooms, the faucets in the common areas, and the water in the laundry room are all purified water. Please 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 whole-building water purification system removes dirt and rust from the tap water, and also reduces residual chlorine to the legal minimum, making it gentle on the skin.

Do you have an ice machine?

There is a free ice machine in the vending machine corner on the second 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 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.

Is there a computer I can use for free?

There are no free computers available.

Are there vending machines in the building?

Yes, located in the vending corner on the second floor. We've prepared options ranging from soft drinks to alcohol.

Is there a Laundromat or microwave available?

Both are available in the vending machine corner on the 2nd floor.

Coin laundries also use water that is gentle to the touch - SOU-BI-SUI- which leaves your laundry soft. Enjoy the feel of your laundry after washing.

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)
 

Can I use my smartphone as a room key?

You can use the service by downloading the official app and making a reservation through the app or the official website.
For instructions on how to use it, please click here.

Is there parking?

The hotel's parking lot has limited capacity.
We also have a partner parking lot available, so please contact the front desk for details.

Is there a restaurant?

館内にレストランはございません。
近隣の飲食店をご利用ください。
（朝食は1階ラウンジにて1,600円（税込）でお召し上がりいただけます）

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

ホテル1階のラウンジにて、和食・洋食のビュッフェを1,600円（税込）にてお召し上がりいただけます。
バランスの取れたメニューを日替わりでご用意いたしました。
※「釜揚げしらす」は禁漁期間（1月～3月）や漁獲量により
湘南産のしらすをご提供できない場合もございますので予めご了承くださいませ。

営業時間（朝食）：6:30～9:30

I'm not staying overnight, but can I just have breakfast?

はい、可能でございます。
フロントにお立ち寄りいただき、朝食券をご購入ください。

ご朝食料金　大人　1名1,600円(税込)　

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.

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 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.

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.

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 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.

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.

Can you make a reservation for restaurants for me?

We regret that we are unable to make reservations on behalf of guests for restaurants or other establishments. We kindly ask 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.

Can I be placed on a waiting list?

Unfortunately, we do not offer waiting lists for cancellations.
We apologize for the inconvenience, but please wait a few days and Book Now.

Can I send parcels from the hotel?

We accept cash on delivery and prepayment at the front desk.
We also have cardboard boxes available (for a fee).

Are there any convenience stores nearby?

There is a Family Mart just a 1-minute walk from the hotel.

I live Oversea. Can you fill out and stamp my "Certificate of Residence" and other documents necessary for renewing my driver's license in Japan?

We apologize, but at our hotel,
We do not offer services for filling out, creating, signing, or stamping "proof of residence" documents for driver's license renewals for customers residing Oversea.

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