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 make an outside call from the guest rooms?

External calls cannot be made from the guest rooms.
There is a public phone near the hotel entrance, so please use that.

Is sleepwear available?

Yes, we do.
Original hotel pajamas (top and bottom set) are available at the front desk.
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?

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

[Free amenities] *Available on the lobby floor.
2-piece pajamas, 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

[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.

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.
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.

Is there parking?

Our hotel does not have a dedicated parking lot. We will direct you to a nearby paid parking lot.
There are also paid parking lots with which we have fee agreements, so please contact us for details.

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

Breakfast is available at "PRONTO" on the first floor.
Breakfast is served from 6:30 am - 11:00 am.
Morning set: JPY 570 (tax included)
Menu: Ham and cheese toast, salad, coffee, etc.

We offer other morning sets in addition to those listed above.
Please note that we cannot refund the price difference.

[Takeout]
We can accept take-out orders for some menu items. Please ask our staff for details.

Please tell me the child rates and accommodation fees for children sharing existing beds.

未就学児（幼稚園・保育園卒園まで）は無料です。
小学生からは通常の大人料金を頂きます。大人1名様、小学生以上1名様の場合は大人2名様のご予約でお申込み頂きますようお願い致します。

ベッド1台につき小学生未満のお子様1名が添い寝可能です。（ソファベッドでの添い寝はできません。）

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.

What is the cancellation policy?

Yes. We have a cancellation policy as follows:

・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 some plans, such as early booking discounts, have cancellation regulations.
Please note that for reservations for groups of 12 or more, we have separate cancellation regulations.

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 gift card or 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.

How do you manage the credit card information I enter when making a reservation?

We do not hold any credit card information.
The payment company will vary depending on your reservation number.

[Reservations with reservation numbers starting with "T"]
The booking is arranged by tripla and payment is made in advance by credit card, and the information is encrypted and linked to a payment processing company.

[Reservations with reservation numbers only]
It is held solely by the payment processing company, Zeus Co., Ltd.
Zeus Corporation Customer Support (24 hours a day, 365 days a year) 0570-02-3939
 

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

Yes, it is possible.
Please write the guest name and check-in date on the slip and send it to the hotel.

We will keep your luggage for one week before check-in.
Please note that we are unable to accept luggage that is too large, luggage in large quantities, or luggage that requires freezing or refrigerating.
We do not accept cash on delivery, so please make payment at the time of shipment.
Please feel free to contact the hotel for more information.

Can I store my luggage 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 luggage can be stored is limited to the days of check-in and check-out.
We cannot accept luggage that is too large, luggage in large quantities, or items that require refrigeration or freezing. Please Contact the hotel for more information.

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 send parcels from the hotel?

Please contact the front desk.
Cardboard boxes and Boston bag covers are also available (for a fee).
Delivery is via Yamato Transport's Takkyubin service.
 

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