FAQ

Please click here for FAQ about SOTETSU HOTELS CLUB .

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.

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.

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.

Can minors stay at the hotel?

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.

Download "Minor Consent Form"
 

Can I access the Internet in the guest rooms?

If you bring a PC or internet-connected device, you can connect via Wi-Fi.

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.

Can I make an outside call from the guest rooms?

External calls cannot be made from the guest rooms telephones.
There is a public phone in the lobby on the second floor.
International calls are not available.

Is there a curfew?

There is no curfew, but the main entrance on the first floor will be locked between midnight and 6am. Please use the entrance on the second floor.

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.

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

[Free amenities] *Available on the lobby floor.
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.
Nightwear (yukata), 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

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 at the front desk.

Are there any smoking areas in the hotel?

There is a smoking area in the lobby on the 2nd floor.

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)

Is there parking?

We will guide you to the adjacent municipal parking lot.
Please note that this is not a private parking lot. Please understand that it may be full.
Municipal Ueda Station Castle Gate No. 2 Parking Lot (restrictions: height 2.2m, length 5.0m, width 2.0m, JPY 600 per night)
*Exiting the parking lot midway will incur an additional fee.

If you are using a car navigation system, please use the convenient map code: 85 810 225*40

Please tell me briefly about the location.

1 minute walk from the Castle Exit of Ueda Station on the JR Nagano Shinkansen and Shinano Railway Lines.

Is there a restaurant?

Rinsen "Koku" is located on the second floor.
Opening hours
Lunch 11:00 am - 2:30 pm (Last order 2:00 pm)
Dinner 5:00 pm - 9:00 pm (Last order 8:30 pm)
Closed on Sundays

Store Information
https://rinsenkoku-ueda.gorp.jp/

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

Reservations are required. Please make your reservation by the day before your desired date. Opening hours are 6:30 am open, 9:00 am close. The price is JPY 1,540 (tax included) per person.

Can people other than guests eat breakfast?

Please note that our hotel only serves Breakfast to guests staying at the hotel.
Thank you for your understanding.

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.

All junior high school students and above will be charged the same rate as adults, without exception.

Is there a child fee?

Children from elementary school age will be charged the same as Adults.
Preschool children are free of charge, but please sleep in the same bed as them.

Do you have bedding for children?

Sorry, but we do not have this available.

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 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.

Is there a curfew?

No. You can enter and exit from the second floor entrance 24 hours a day.
However, for security reasons, the first floor entrance will be locked at midnight.

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 be placed on a waiting list?

Unfortunately, we do not offer waiting lists for cancellations.

We apologize for any inconvenience caused, but please try Book Now again on another day or contact the hotel.

Can I send parcels 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.
(Terms and conditions are as stated on the voucher.)

Are there coin laundry facilities?

There are 2 washing machines and 2 dryers on the 4th floor.
The washing machine costs JPY 500 per use, and the dryer costs JPY 100 per 20 minutes.
Detergent is added automatically.
Please bring it back promptly after use for the next customer.

Are there any convenience stores nearby?

It is located in front of Ueda Station, about a 1-minute walk from the hotel.

Is there a microwave?

There is one on the 4th floor.

Can I leave my luggage before check-in or 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 luggage can be stored 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 provide cleaning?

If you bring it to the front desk by 10:00 am, it will be ready by the evening of the same day (excluding Sundays, public holidays, Obon, and the New Year holidays).

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

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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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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
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.

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