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

Is sleepwear available?

Yes, we do.
We have prepared a pair of Pajama shirt and pants in your room.

Is there a room that can accommodate three people?

Yes, we do.
Available in the following room types:

・Comfort Double+ sofa
・Deluxe Double+ sofa
・Premium Twin+ sofa
・Universal Twin

Can I see Minato Mirai from all rooms?

The following types of rooms offer views of Minato Mirai.

・Comfort Double+ sofa
・Deluxe Double+ sofa
・Deluxe Double
・Bellevue Twin
・Premium Twin+ sofa
・Universal Twin

Can I make an outside call from the guest rooms?

External calls cannot be made from the guest rooms.
Please be aware of this.

Can I bring in a DVD and watch it?

Unfortunately, there are no DVD players available in the hotel rooms, so you cannot watch the film.
Additionally, it is not possible to connect external devices to the in-room televisions.

Is there any cell phone charger?

They are available for rental at the front desk.
Please note that numbers are limited.

Can I access the Internet in the guest rooms?

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

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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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 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 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 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.

I will be using Pacifico Yokohama for a conference, but is it close to the hotel?

The hotel is located approximately 1.5 kilometers from Pacifico Yokohama.
If you take the subway, get off at Minatomirai Station, one stop away from Bashamichi Station, which is right in front of the hotel, and it is a 5-minute walk from there.
It takes about 15 minutes on foot from the hotel.

Is there parking?

The hotel does not have its own parking lot or affiliated parking lot.
Please use the paid parking nearby.

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

はい、可能でございます。
２階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1100円(税込)

※2026年1月13日提供分より朝食料金の変更をいたします。
何卒ご理解を賜りますようお願い申し上げます。
変更後新料金：1,600円（税込）
変更日：2026年1月12日 ご宿泊分より

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

Breakfast hours are 6:30 am - 9:30 am (Last order), 10:00 am (close).
As is typical of Yokohama, there is also a Chinese menu, and it is a buffet with Japanese, Western and Chinese dishes.
The recommended menu item is the ramen of the week.

Breakfast is served in the lounge on the second floor.
 

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 don't have a credit card.

In addition to credit cards, we also accept the following QR code payment methods. We apologize for the inconvenience, but please prepare one of the QR code payment methods before staying with us.

Available QR code payments: PayPay, dPayment, au PAY, Rpay, ALIPAY+, WeChatPay

*When paying at the hotel front desk, please use a credit card or QR code payment. Cash payments are not accepted. We apologize for the inconvenience, but please understand.

What payment methods are accepted?

We accept payment by various credit cards and QR code payments. We do not accept cash payments. We apologize for any inconvenience this may cause.

Accepted credit cards: VISA, MASTER, JCB, American Express, Diners, Discover card, UnionPay
Accepted QR code payments: PayPay, d-payment, au PAY, Rpay, ALIPAY+, WeChatPay

*Credit cards are only available as one-time payments.
*When paying at the hotel front desk, please use a credit card or QR code payment.

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

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.
I think many people have gift cards with eco points, etc.
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.)

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.

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 leave my luggage before check-in/after check-out?

<About storing luggage>
We will look after your luggage at the front desk both before check-in and after check-out, so please feel free to ask.
We will only accept your luggage on the day of check-in and check-out.
We cannot accept excessively large luggage, excessive amounts of luggage, or items that require freezing or refrigeration.
Please contact the hotel for more information.

<About sending luggage etc. in advance>
If you would like to send your luggage to the hotel in advance by courier or post, please write the guest's name and check-in date on it and send it to the care of the hotel.
We will keep your luggage for one week before check-in.
We are unable to 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 hotel for more information.

Can you handle home delivery?

We can handle it.
It will be handled by Yamato Transport.
However, please note that there are some items that we cannot handle, such as expensive valuables, fragile items, or items that require special handling.

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

Please include the guest's name and check-in date, mark the arrival date of the luggage as "check-in date", and send it to the care of the hotel.
Please send your luggage under the same name as the guest you provided when making your reservation.
We cannot accept excessively large or excessively large 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 shipping.
For more information, please Contact each hotel.

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