FAQ
- Accommodation / rooms
- Cleaning of guest rooms for consecutive nights
- Hotel facilities and equipment
- Location / Parking
- Food & Restaurants
- Staying with children
- Charges and payment
- Other
Please click here for FAQ about SOTETSU HOTELS CLUB .
Accommodation / rooms
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.
・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.
Can I check in before the specified time or extend the check-out time?
For check-in before the designated time (early check-in), please check-in from 12:00 noon on the day of your arrival.
An additional fee of JPY 1,000 per hour will be charged per room.
If you are a SOTETSU HOTELS CLUB member and make a reservation on the official website, check-in will begin from 2:00 pm.
In addition, we can extend your check-out time (late check-out) up to 2:00 pm on the day of your stay.
Extensions are available 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.
An additional fee of JPY 1,000 per hour will be charged per room.
If you are a SOTETSU HOTELS CLUB member and make a reservation on the official website, check-in will begin from 2:00 pm.
In addition, we can extend your check-out time (late check-out) up to 2:00 pm on the day of your stay.
Extensions are available 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?
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.
Note: If you choose to pay accommodation fees and cancellation fees by bank transfer, please note that you will be responsible for any bank transfer fees.
Note: If you choose to pay accommodation fees and cancellation fees by bank transfer, please note that you will be responsible for any bank transfer fees.
Can I send luggage or mail in advance by courier or post?
Please write down the name of the guest and the check-in date, and select the arrival date of the luggage as "Check-in date".
Please send it to 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.
For more information, please contact each hotel.
Please send it to 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.
For more information, please contact each hotel.
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 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.
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 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 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 your stay.
Please use the consent form below.
Minor Consent Form
Please submit a consent form when you check in. If you do not submit the consent form,
We may refuse your stay.
Please use the consent form below.
Minor Consent Form
Can I access the Internet in the guest rooms?
If you bring a PC or internet connection device, you can connect via LAN cable or Wi-Fi.
LAN cables are available for rental at the front desk.
LAN cables are available for rental at the front desk.
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.
If you need to meet with us, please do so in the lobby.
Can I make an outside call from the guest rooms?
External calls cannot be made from the guest rooms.
There is a public phone in the front lobby.
Please use this.
Please note that international calls cannot be made even from public phones.
There is a dedicated phone number at the front desk, so please feel free to contact us.
(You will be charged for the call after the call ends.)
There is a public phone in the front lobby.
Please use this.
Please note that international calls cannot be made even from public phones.
There is a dedicated phone number at the front desk, so please feel free to contact us.
(You will be charged for the call after the call ends.)
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.
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.
If I make a reservation by phone, can I make the reservation at the same price as 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.
If you would like to see the accommodation plans and prices displayed online,
Please make your reservation via the online reservation site.
What kind of equipment and amenities are available in the guest rooms?
[Free amenities] *Available in front of the front desk on the 3rd floor.
Toothbrush, hairbrush, razor, cotton swabs, bath salts, body sponge, skin care products, coffee/tea/green tea, 2-piece pajamas (please feel free to take these from each floor)
[Guest rooms amenities] *Available in the guest rooms.
Disposable slippers, various 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, etc. If you have any questions, please feel free to contact our hotel.
Toothbrush, hairbrush, razor, cotton swabs, bath salts, body sponge, skin care products, coffee/tea/green tea, 2-piece pajamas (please feel free to take these from each floor)
[Guest rooms amenities] *Available in the guest rooms.
Disposable slippers, various 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, etc. If you have any questions, please feel free to contact our hotel.
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.
We apologize for the inconvenience, but please search for vacancies again after a while or contact the hotel.
Cleaning of guest rooms for consecutive nights
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.
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.
Hotel facilities and equipment
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.
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?
喫煙をご希望のお客様は、以下いずれかをご利用ください。
・３階に設置された喫煙ブース（24時間利用）
・喫煙可能な客室（ご予約の際に喫煙をお選びください）
※禁煙室で喫煙及び吸い殻等が確認された場合、
ご宿泊代とは別に客室クリーニング代および客室損害保証金として
１万円を請求させて頂きます。
（電子タバコ・加熱式タバコを含む）
・３階に設置された喫煙ブース（24時間利用）
・喫煙可能な客室（ご予約の際に喫煙をお選びください）
※禁煙室で喫煙及び吸い殻等が確認された場合、
ご宿泊代とは別に客室クリーニング代および客室損害保証金として
１万円を請求させて頂きます。
（電子タバコ・加熱式タバコを含む）
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 (1 page)
Black and white JPY 10 (1 sheet)
Color JPY 50 (1 sheet)
Domestic fax: JPY 50 (per page)
Overseas fax: JPY 100 (1 page)
Location / Parking
Is there parking?
The hotel does not have its own car park.
There is a nearby paid parking lot that is affiliated with our hotel.
Affiliated parking lot
Location: Totsukana Parking Lot (approximately 600 spaces)
Address: 16-1 Totsuka-cho, Totsuka-ku, Yokohama, 244-0003
Our hotel is located in the building next door. Website: https://totsukanamall.com/
Parking fee: JPY 1,200/24 hours (regular price JPY 1,800)
*This ticket does not allow you to move your car in or out during the tour.
*Available on a first-come, first-served basis. Height limit: Vehicle height up to 2.1m.
There is a bus center in front of the hotel, so vehicles cannot be parked there.
After parking your car in the parking lot, please come to the hotel.
If you present your parking ticket at the front desk,
Discount tickets will be sold to be used when leaving the parking lot.
There is a nearby paid parking lot that is affiliated with our hotel.
Affiliated parking lot
Location: Totsukana Parking Lot (approximately 600 spaces)
Address: 16-1 Totsuka-cho, Totsuka-ku, Yokohama, 244-0003
Our hotel is located in the building next door. Website: https://totsukanamall.com/
Parking fee: JPY 1,200/24 hours (regular price JPY 1,800)
*This ticket does not allow you to move your car in or out during the tour.
*Available on a first-come, first-served basis. Height limit: Vehicle height up to 2.1m.
There is a bus center in front of the hotel, so vehicles cannot be parked there.
After parking your car in the parking lot, please come to the hotel.
If you present your parking ticket at the front desk,
Discount tickets will be sold to be used when leaving the parking lot.
ホテルまでのアクセス（道順）についておしえてください。
ホテルまでのアクセス（道順）はこちらからご確認ください。
Food & Restaurants
Is there a restaurant?
There is no restaurant in the hotel.
There are many restaurants around the hotel, and we also have a map of nearby restaurants available, so please ask at the front desk.
There are many restaurants around the hotel, and we also have a map of nearby restaurants available, so please ask at the front desk.
What are the breakfast opening hours and what is on the menu?
ホテル３階ラウンジの朝食コーナーは、営業時間が6:30～10:00（最終入店 9:30）です。
料金はお一人様1,400円です。
食券はフロントにて販売しております。
メニューは、湘南名産のしらす、お肉やお魚、煮物や卵料理、パン、ご飯、サラダ、ヨーグルトなど日替わりのビュッフェ朝食でご用意しております。
お子様からご年配まで、連泊でも飽きのこない日替わりメニューでフレッサインの和洋食ビュッフェをお楽しみくださいませ。
料金はお一人様1,400円です。
食券はフロントにて販売しております。
メニューは、湘南名産のしらす、お肉やお魚、煮物や卵料理、パン、ご飯、サラダ、ヨーグルトなど日替わりのビュッフェ朝食でご用意しております。
お子様からご年配まで、連泊でも飽きのこない日替わりメニューでフレッサインの和洋食ビュッフェをお楽しみくださいませ。
Can people other than guests eat breakfast?
ご利用可能でございます。
ホテル３階ラウンジの朝食コーナーは、営業時間が6:30～10:00（最終入店 9:30）です。
料金はお一人様1,400円です。
食券はフロントにて販売しております。
お支払いは、キャッシュレスのみのご対応となります。
ホテル３階ラウンジの朝食コーナーは、営業時間が6:30～10:00（最終入店 9:30）です。
料金はお一人様1,400円です。
食券はフロントにて販売しております。
お支払いは、キャッシュレスのみのご対応となります。
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.
Thank you for your understanding.
Staying with children
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.
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 from elementary school age onwards pay the same price as Adults.
One child under elementary school age can sleep with you per bed.
Admission is free for preschool children (until they have graduated from kindergarten or nursery school).
Children from elementary school age onwards pay the same price as Adults.
One child under elementary school age can sleep with you per bed.
Charges and payment
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 get a receipt?
・現地でご精算の場合
領収書はチェックインの際にお渡ししております。
・事前決済の場合
ホテルでの領収書の発行は出来かねます。
弊社HPよりご予約をされたお客様は、ご予約確認メールからダウンロードが可能です。
その他の予約サイトではお客様のマイページより発行いただきますようお願いいたします。
※サイトにより発行方法が異なる可能性もございますので各サイトでご確認くださいませ。
I canceled my reservation before the cancellation fee was incurred, but I haven't received a refund.
Payment is completed as soon as your reservation is confirmed, but it may take some time for the cancellation to be reflected in the credit card company. Refunds will be processed based on the contract between the credit card company and you for the closing date.
Other
Can I send a parcel from the hotel?
We accept "prepaid" and "cash on delivery" at the front desk. We also have cardboard boxes available (for a fee).
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 in the form of eco points etc., so please feel free to use a VJA gift card or JCB gift card to pay for your accommodation.
(Terms and conditions are as stated on the voucher.)
Our hotel is an affiliated store that accepts VJA gift cards and JCB gift cards.
Many of you may have gift cards in the form of eco points etc., so please feel free to use a VJA gift card or JCB gift card to pay for your accommodation.
(Terms and conditions are as stated on the voucher.)
Are there coin laundry facilities?
3階に3台のコインランドリーがございます。
洗濯機・乾燥機は分かれており現金のみの利用が可能です。
洗濯機・乾燥機は分かれており現金のみの利用が可能です。
Are there any convenience stores nearby?
There is a Lawson convenience store just a 1-minute walk away.
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
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
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.
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.
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
Available QR code payments: PayPay, dPayment, 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.
Accepted credit cards: VISA, MASTER, JCB, American Express, Diners, Discover card, UnionPay
Available QR code payments: PayPay, dPayment, 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.
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.
*From Friday, August 30, 2024, you will be asked to bring your own pajamas from the pajama corner on each floor.
We provide original separate pajamas for our guests.
Please contact the hotel regarding larger sizes and children's pajamas as numbers are limited.
*From Friday, August 30, 2024, you will be asked to bring your own pajamas from the pajama corner on each floor.
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>
1. Tap "Settings" on your device
2. Scroll down the screen and tap "Safari"
3. Tap "Content Blocker"
4. Turn off the apps displayed in "Allowed Content Blockers" *The operation method may differ depending on the device and iOS version. For details, please contact the support desk of each device.
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>
1. Tap "Settings" on your device
2. Scroll down the screen and tap "Safari"
3. Tap "Content Blocker"
4. Turn off the apps displayed in "Allowed Content Blockers" *The operation method may differ depending on the device and iOS version. For details, please contact the support desk of each device.
