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?

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 to allow you to stay at our hotel.
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?

Please bring your own 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?

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

[Free amenities] *Available in the lobby (2nd floor).
2-piece pajamas, 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.
Disposable slippers, 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

If you have any further 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 see the accommodation plans and prices displayed online,
Please make your reservation via the online reservation site.

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

Regarding check-in before the specified time (early check-in),
From 12:00 noon on the day of your reservation, we will accept reservations at an additional charge of JPY 1,000 per hour per room.

If you are a member of the SOTETSU HOTELS CLUB and make a reservation on the official website,
Check-in begins at 2:00 pm.

Regarding the extension of check-out time (late check-out),
We can extend your stay up to 2:00 pm on the day 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.
 

How can I pay by bank transfer?

Payment can be made by bank transfer up to 3 business days before the check-in date.
If you wish to pay by bank transfer, please contact us by phone.

Note: If you wish to pay the accommodation fee and cancellation fee by bank transfer,
Please note that bank transfer fees must be borne by the customer.

 

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 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.

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

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 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.

Is the water in the rooms potable?

Yes, you can drink it.
Our hotel has a water purification system installed throughout the building.
All the water in the unit baths in the guest rooms is 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.
The entire building has a water purification system, and the faucets, showers, and washlets in the unit baths in the guest rooms are all purified water.
All the water from the taps in the common areas and in the laundry room is purified 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)

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 have graduated from kindergarten or nursery school).
Children from elementary school age 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.
Please contact the hotel for more details.

All junior high school students and above will be charged the same rate 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 affiliated store that accepts VJA gift cards and JCB gift cards.
Many of you may have gift cards with eco points, so please feel free to use a VISA or JCB gift card to pay for your stay.
(Terms and conditions are as stated on the voucher.)
* VISA gift cards will become VJA gift cards
The name has been changed since the January 2011 issue.

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 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 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?

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 include the guest's name and check-in date, and specify the arrival date of your luggage as "check-in date" 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.
Please contact the museum for more information.

Are there coin laundry facilities?

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 only accept cash on delivery via Yamato Transport at the front desk.
We also have cardboard boxes available (for a fee).

Can I wait for cancellations?

Unfortunately, we do not offer waiting lists for cancellations.
We apologize for the inconvenience, but please try Book Now again later.
Please contact the hotel.

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