FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

How can I check in using my smartphone?

You can download the SOTETSU HOTELS CLUB app and use it. After registering as a member on the app, please ask at the front desk. For details about the app, please see the SOTETSU HOTELS CLUB page.

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.
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.

Is there any cell phone charger?

Yes, we do.
Mobile phone chargers are available for loan at the front desk.

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.

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>
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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.

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

[Free Amenities] *These are available in the lobby (2nd floor).
Two-piece pajamas, Toothbrush, Hair brush, Razor, Cotton bud, Bathing powder, Body sponge, skincare products, Coffee/ Black tea/ Green tea

[Guest room amenities] *Available in guest rooms.
Disposable slippers, various towels, Shampoo, Conditioner, Body wash, Air Freshner

[Room furnishings]
LCD TV, Free Wi-Fi, Extension<br>telephone, Refrigerator, toilet with washing machine, Air purifier, Hair dryer, Electric kettle
For Others questions, please feel free to contact our hotel .
 

If I make a reservation by phone, can I make the reservation at the accommodation price 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 use the accommodation plans and prices displayed online, please make your reservation via an online reservation site.

Can I check in earlier than the scheduled time or extend my check-out time?

For check-in before the standard time (early check-in), we accept it from 12:00 PM on the day of arrival for an additional charge of 1,000 yen per room per hour.

For SOTETSU HOTELS CLUB members members who have made a reservation through the official website, check-in will be from 2 PM.

Additionally, we offer late check-out, which is available until 2 PM on the day of check-out for an additional charge of 1,000 yen per room per hour.
Please note that if you arrive after 2 PM, you will be charged the full night's accommodation fee for that day.

For SOTETSU HOTELS CLUB members who make a reservation through the official website, check-out is at 12:00 PM (some hotels are excluded).

Please note that early check-in and late check-out may not be possible depending on the circumstances on the day, so please Contact first.
 

How can I pay by bank transfer?

You can pay by bank transfer up to 3 business days before your check-in date.
Also, if you wish to pay by bank transfer, please contact us by phone.

Note: If you pay your accommodation fees and cancellation fees by bank transfer, you will be responsible for the bank transfer fees. Thank you for your understanding.

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, but the automatic doors at the main entrance are locked between 1 AM and 5 AM.
Guests staying at the hotel can unlock the door with their room key.
Guests who have not yet checked in should use the intercom at the front door to call a staff member.

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 our hotel does not offer services for filling out, creating, signing, or stamping "certificates of residence" or similar documents related to driver's license renewals for guests residing Oversea.

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 there any smoking area inside the hotel?

A smoking booth is available on the front floor.
Please use that.

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 a free ice machine in the vending machine corner on the 2nd 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 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.

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.

Are there any smoking areas in the hotel?

There is a smoking room in the lobby (2nd floor).
Available 24 hours a day.

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 (per 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?

Our hotel has no dedicated parking lot. We ask that you use the coin parking located nearby.

What is the room rate for an overnight stay with a child?

Admission is free for preschool children (until they graduate from kindergarten or nursery school).
Children of elementary school age and older are charged the same rate as Adults.
However, there may be separate regulations if you are accompanied by two or more elementary school children, so please contact the hotel for details.

One child under elementary school age can sleep with you per bed.
Junior high school students and above will be charged the same as adults without exception.

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.

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.

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.

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

Can I use VJA gift cards or JCB gift cards?

You can use it.
Our hotel is an authorized merchant for VJA Gift Cards and JCB Gift Cards.
Many of you may have gift cards from eco-points or other programs, so please feel free to use VJA gift cards or JCB gift cards to pay for your accommodation!
(Terms of use are as stated on the ticket.)
*Please note that VISA gift cards were renamed VJA (V-JA) gift cards starting with their issuance in January 2011.

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 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 can hold your luggage at the front desk both before check-in and after check-out, so please feel free to ask.
We can only hold your luggage for the duration of your check-in and check-out.
We do not offer overnight storage services.
We are unable to accept excessively large packages, large quantities of packages, or items requiring freezing or refrigeration.
For more details, please Contact each hotel directly.

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 send luggage or mail in advance by courier or post?

Please write the guest's name and check-in date on the envelope, specify the arrival date as "check-in date", and send it to the hotel.

Please send your luggage under the same name as you provided when booking.
We cannot accept excessively large or excessively large parcels, or items that require freezing or refrigeration.
Please note that we do not accept cash on delivery.
Please Contact the museum for more information.

Is there a Laundromat?

There are two coin laundries in the hotel.
In addition, coin laundry machines use water that is gentle to the touch - SOU-BI-SUI-.
Your laundry will be soft. Enjoy the soft feel after washing.

Can I send parcels from the hotel?

yes.
We accept shipping via Yamato Transport at the front desk.
We also have cardboard boxes available (for a fee).

Can I wait for cancellations?

We apologize, but we do not accept waitlist registrations.
We apologize for the inconvenience, but please try Book Now again after a few days, or Contact the hotel directly.

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