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

Can I check in and check out at the Annex?

Guests staying in the Annex are also requested to check in at the Main building(front desk on the 2nd floor).
Regarding check-out, please use the check-out machine located on the first floor of the Annex.

I wish there were a few more power outlets.

Extension cords are available at the front desk.
There are limited numbers available, so please feel free to ask.

Do you have any late check-out services or plans?

For extensions, we charge JPY 1,000 per hour.
It is possible to extend the time up to 2:00 pm.
We also have a late check-out plan available, so please check the plan list.
(Please note that this plan may be fully booked.)

The height of the pillow didn't suit me. Do you have pillows of different heights?

Although there are limited numbers, we have two types of pillows available at the front desk: Tempur-Pedic pillows and memory foam pillows, which are different from regular pillows. Please feel free to ask us.

Are there any makeup mirrors in the Guest Rooms?

Although we have a limited number of them, we have prepared Three-sided mirror that can fit on a table. Please ask at the front desk.

Can I make an outside call from the guest rooms?

We are very sorry, but it is not possible to make outside calls from the Guest Rooms.
Please be aware of this.

Is there any cell phone charger?

All Guest Rooms are equipped with chargers.
They are prepared in the drawer, so please feel free to use them.

There was no water in the humidifier...

For hygiene reasons, water is not included. When using the product, please remove the tank on the right side of the main unit and add water. We apologize for the inconvenience.
If you are only using it for air purification, there is no need to add water.

Do you have Black tea bags or other drinks?

Tea and Black tea packs are available in the free amenity corner in the lobby on the 2nd floor of the Main building.
The free amenity corner also provides Bathing powder, Body sponge, and more.
We ask that you please limit yourself to one per person in order to ensure that we can continue offering this service.

Do hotels provide earplugs?

Earplugs are available free of charge. If you would like to use them, please ask at the front desk.

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.

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

[Free Amenities] *Available in the lobby on the 2nd floor of the Main building and the 1st floor of the Annex.
Toothbrush, Hair brush, Razor, Cotton bud, Bathing powder, Body sponge, skin care products, Coffee/ Black tea/ Green tea

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

[Room furnishings]
LCD TV, Free Wi-Fi, Extension<br>telephone, Cool box, toilet with washing machine, air purifier, hair dryer, Electric kettle
If you have Others questions, please feel free to contact our 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 12:00 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.

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 an ice machine?

There is a free ice machine in the vending machine corner on the 4th floor of the Main building and the 12th floor of the Annex.
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.

I've arrived at Shimbashi Station, but which exit should I take?

The nearest exit from JR Shimbashi Station is Hibiya Exit.
The landmark for the Hibiya Exit is the Steam Locomotive Square.
If you walk down the road in front of the SL Square for 1-2 minutes to the right, you will find our hotel.
Also, at Shimbashi Station on the Ginza Line, the nearest exit is Exit 7.
Take Exit 7 and walk 1 minute to the right to find the hotel.
Family Mart is on the first floor of the building, while Ootoya is prominently located on the second floor.
The entrance may be difficult to find, but the front desk is on the second floor, so please take the stairs or elevator up.

If you are unsure, please feel free to call us!

Is there parking?

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

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

For Breakfast, you can choose from the following three restaurants for JPY 800 (tax included).

■ Otoya Gohandokoro Store (Main building 2nd floor)
Breakfast Opening hours : 6:30 am - 10:00 am (Last order 9:30 am)
Menu: You can choose from three set meals (mackerel, horse mackerel, fried chicken)

■ Convenience store Family Mart (Main building, 1st floor)
Opening hours: 24 hours
It can be used as a product exchange ticket worth JPY 800. (Cigarettes, stamps, and gifts cannot be exchanged.)


■LAD'S DE WINE (Annex 1st floor)
Breakfast Opening hours : 6:30 am - 10:00 am (Last order 9:30 am)

Menu example:
1. Sausage + scrambled eggs + yogurt + popover + salad + soup + drink 2. Pizza (Margherita or basil pizza) + popover + salad + soup + drink 3. Pasta (bacon and egg or tomato) + popover + salad + soup + drink

·drink hot Coffee/ ice Coffee hot Cafe latte/ ice Cafe latte hot tea/ ice tea Homemade ginger ale (ice& hot)
Cola Orange juice Grapefruit juice

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.

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 will be calculated based on the total amount paid.
Please note that for groups of 12 or more people, there are separate cancellation fees.
Thank you for your understanding.

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.
*Please note that if you pay your accommodation fee and cancellation fee by bank transfer, you will be responsible for any bank transfer fees.

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

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

* Credit cards can only be used for one-time payment.
*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.
I think many people have gift cards with eco points, etc.
Please feel free to use a VJA gift card or a JCB gift card to pay for your accommodation.
(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 I send luggage or mail in advance by courier or post?

Please include the guest name and check-in date 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.

Can I store my luggage before check-in/after check-out?

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 luggage can be stored is limited to the days of check-in and check-out.
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 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.

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