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 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. It is available at the reception desk. Stock is limited, so please contact us for more information.

What amenities are available in the rooms?

Disposable slippers in the guest rooms
・various towels
· Shampoo
· Conditioner
・Body wash
etc.
In addition, Free Amenities are also available.

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?

We have low Tempur pillows available for loan at the front desk. Please contact for more information as we only have a limited number in stock.

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 irons
・Memory foam pillows and 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 and late check-out are both available for JPY 1,000 per hour.
(Normal check-in time is 3:00 pm, normal check-out time is 11:00 am)
In addition, early check-in is available after 12:00 noon, and late check-out is available up to 2:00 pm.
*Please note that there may be some dates on which the service is unavailable.

Are there any drink amenities?

Yes, we have several kinds of Coffee, Green tea, and Black tea available in the Free Amenities corner.

Can I extend my check-out time?

Regular check-out is by 11:00 am, but if you wish to extend your check-out time, it will cost JPY 1,000 per hour (maximum check-out time is until 2:00 pm).
Please note that we may not be able to extend your stay depending on the date.

Can I access the Internet in the guest rooms?

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

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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 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.

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.

Are there vending machines in the building?

Located in the vending machine corner on the 2nd floor. Only soft drinks are provided.

Is there a coin laundry or microwave available?

It is located in the vending machine corner on the 2nd floor.

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 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.

Is there parking?

Nearby parking lot "Park Time Sannomiya" is a 1-minute walk from the hotel.
(Multi-storey car park up to 2.1m high, no reservations accepted, first come first served)
Discounted ticket price: 1 night stay (3:00 pm - 11:00 am the next day) JPY 1,500 (tax included)
24-hour ticket: JPY 2,400 (tax included)
There is no designated location, so after parking, please bring your parking ticket and purchase a service ticket at the front desk.
Also, because the parking lot is close to the station, we are unable to provide information on other parking lots if the parking lot is full.

Are there any convenience stores nearby?

There is a 24-hour Seven-Eleven located just in front of the hotel, within a 1-minute walk.

Do you provide breakfast?

Yes, we do provide breakfast. For more information, please see the breakfast page .

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 adult rate. If there is one adult and one elementary school student or older, please make a reservation for two adults.

Are there any cancellation fees?

Basic cancellation fee: 20% the day before, 80% on the day, 100% for no notice
*Depends on the accommodation plan.

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 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.

I don't have a credit card.

In addition to credit cards, the following QR code payment methods are accepted.

Available QR code payments: PayPay, dPayment, 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 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.

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 I send parcels from the hotel?

Shipping is only available via Yamato Transport cash on delivery.
*We do not accept prepayment.
We apologize for any inconvenience this may cause and appreciate your understanding.

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 are afraid, but we do not make a reservation for restaurants or tickets of amusement parks on behalf of the guests. Thank you 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 send my bags or mail to the hotel ahead of time via a parcel delivery service, postal mail, etc.?

Please include the guest name and check-in date and send it to the care of the hotel.

*We do not accept cash on delivery, so please make payment when the item is shipped.

I have a visitor, can I meet with him/her?

For security reasons, we ask that people other than guests not enter the rooms. Please meet with guests in the lobby.

Is there a curfew?

There is no curfew. However, for security reasons, the main entrance is locked between 1:00 am and 5:00 am.
Guests staying at the hotel can use their card key to unlock the door, but guests checking in should call the front desk staff using the intercom.
Also, please let us know if you will be arriving significantly later than the time you registered.

Can I borrow a replacement toilet seat for a child?

Yes. However, there is a limit to the number of units available, so please let us know in advance if you have a preference.

Can I dispose of my suitcase?

There is a fee for disposing of suitcases. If you wish to do so, please contact the front desk.

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