FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

Can minors stay at the hotel without adults?

Minors staying alone require 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?

The hotel's original separate pajamas are available in front of the elevator hall on each floor. Please take the number of pajamas you need from the shelves in front of the elevator hall on each floor to your room.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.

Is there any cell phone charger?

It is available at the reception desk.

What kind of equipment and amenities are available in the guest rooms?

[Free amenities] *Available on the 1st floor lobby.
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, various towels, shampoo, conditioner, body soap, deodorant spray

*Two-piece pajamas are available in front of the elevator hall on each floor.

[Guest rooms amenities]
LCD TV, free Wi-Fi, internal telephone, refrigerator, toilet with bidet, air purifier, hair dryer, electric kettle. If you have any questions, please feel free to contact our hotel.

Can I choose a specific room?

We're very sorry. We assign the rooms ourselves in order that all of our guests can have a pleasant stay. You won't be able to designate your room or floor. Designations will be accepted as requests, but please understand we cannot guarantee your selection.

Can I make an outside call from the guest rooms?

Outside calls cannot be made from the guest rooms.

When I make a reservation by phone, can I make a reservation at the room rate displayed on the Internet 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.

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 we cannot accept due to their size or high value, so please contact with the hotel.

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.

Can I check in before the specified time or extend the check-out time?

For check-in before the scheduled time (early check-in), we accept check-in from 12:00 noon on the day of check-in for an additional fee of JPY 1,000 per hour per room.

In addition, we are also accepting late check-out requests up to 2:00 pm on the day of your arrival, 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.

Both early check-in and late check-out may not be possible depending on the situation on the day, so please contact first.

Do you offer any drinks other than green tea as an amenity?

Yes, black tea as well.

Is nothing happening even when you press the "Search Booking" button on your smartphone?

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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.

Is there a computer I can use for free?

We are sorry, but we do not lend computers free of charge.

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?

Yes, located in the vending corner on the second floor. We've prepared options ranging from soft drinks to alcohol.

Is there a coin laundry or microwave available?

Yes, located in the vending corner on the second 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 there parking?

The hotel does not have a dedicated parking lot.
Please use the affiliated parking lot.

■Affiliated parking lot [Susukino Parking Lot] 2-chome Minami 5-jo Nishi, Chuo-ku, Sapporo TEL: 011-511-3211
Approximately 200m from the hotel. Open 24 hours (no entry or exit). First come, first served. No reservations. Parking available. Size: Total length: 5,300/5,000 (mm) Total width: 2,050/1,950 (mm) Total height: 1,540 (mm) Weight: 2,200/1,700 (kg)
・One night rate: 1,700 yen (12:00 to 12:00 the following day)
* Please bring your parking ticket to the front desk. We will affix a stamp.
* Please pay the parking fee at the parking lot.

[Regular price]
8:00-18:00/60 minutes 200 yen *All vehicles
18:00-8:00/30 minutes 200 yen (standard cars)
18:00-8:00/250 yen for 30 minutes (large vehicles)

[Trust Park Sapporo-Susukino 5-2] Located at Minami 5-jo Nishi 2-chome, Chuo-ku, Sapporo, approximately 100m from the hotel, open 24 hours (no entry or exit), first come first served, no reservations, open-air gated parking lot for 100 cars, overnight fee 1,900 yen (15:00 to 11:00 the following morning) If exceeded, an additional hourly fee will be charged.
・If you park for more than 2 nights, you will need to exit and re-enter the parking lot.
* Please make your payment at the hotel front desk. We will provide you with a parking ticket for payment.

There are other affiliated parking lots available.
Please feel free to contact us.

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 of elementary school age and older 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, 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.

Is there a child fee?

There is no charge for accommodation.
Admission is free for preschool children (until they have graduated from kindergarten or nursery school).
Children of elementary school age and older 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, 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.

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

*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 VISA 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.

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.

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.

Will you hold my luggage for me 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.
Please contact the hotel for more information.

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's name and check-in date, select the "check-in date" as the arrival date for your luggage, 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 hotel for more information.

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?

No, there's no curfew. However, for security reasons, the front entryway will be locked between 1:00 am and 5:00 am.
Hotel guests can unlock the entryway using their card keys, however, We ask guests who haven't yet checked in to contact the front desk over the intercom.
Further, we ask that you contact us if your actual arrival time will be much later than the one you entered on your reservation.

Can I send items by courier from the hotel?

We handle shipping through Yamato Transport. We also have cardboard boxes available for sale. Packages will be shipped without a cover, so please let our staff know should you require one.
Please note that we may refuse to accept valuables, broken articles, or packages that require special handling.

Can I be placed on a waiting list?

We are sorry, but we do not have a waitinglist of cancellations.
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.

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