FAQ

Yes, cancellation fees will be charged as follows:

・Cancellation on day before stay: 20% of the room charge

・Cancellation on day of stay: 80% of the room charge

・No-show without notice: 100% of the room charge

The above cancellation fees will be calculated based on the total fees paid.

Please note in advance that separate cancellation fee rules may apply for group reservations and early-bird rates.

We regret that we do not operate a waiting list service.

We apologize for the inconvenience, but please try again later or contact the hotel.

The number of cribs are limited. Please give us a request in advance.

Cribs can be installed in all room types, but they can only be used by children under 2 years of age.

For reservation which the payments are to be paid at the hotel, full payment is to be made at check in.

We accept the following credit cards: AMEX, Visa, Master, Diners Club, JCB, Nicos, UC, DC, Saison and Union Pay

*Please note that only one-time payment is accepted.

Payment can be made by bank transfer at least 3 business days prior to the check-in date. If you wish to pay by this method, please contact us by phone.

Note: Please understand in advance that if you pay the accommodation charge or cancellation fee by bank transfer, you are responsible for the bank transfer fee.

Yes, you can.

Our hotel is a member store of VJA (VISA) Gift Card and JCB Gift Card.

(Terms and conditions of use are as stated on the card.)

Check-in time is 3:00 p.m.

SOTETSU HOTELS CLUB members who make reservations on the official website can check in from 2:00 p.m.

Check-out time is 11:00 a.m.

Check-out time is 12:00 p.m. for SOTETSU HOTELS CLUB members making reservations on the official website,
*This may differ depending on the plan you have applied for. Please ask our staff for details.

Your reserved rooms are secured once the reservation has been confirmed,

but if you are to arrive later than 23:00, please let us know in advance.

Guests can check-in early from 1:00 p.m. on the day of check-in for an additional charge of ¥1,000 per hour per room.

Guests can also check-out late (up to 1:00 p.m. on the same day) for an additional charge of ¥1,000 per hour per room.

Please note that if you do not vacate the room by 1:00 p.m., you will be charged for one night's stay for that day.

Early check-in and late check-out service may not be available depending on the situation of that day, so please contact us first.

Yes, you can leave luggage at the front desk both before check-in and after check-out.

We can only look after it on the day of check-in and check-out.

You cannot leave it with us overnight.

We cannot accept overly large-sized or large quantities of baggage, or items that require refrigeration or freezing.

For details, please contact the hotel.

Please send baggage to the hotel's attention with your name and check-in date, and the arrival date of the baggage as the "designated check-in date".

Please send your luggage in the same name as the name you gave us when you made your reservation.

We cannot accept overly large-sized or large quantities of baggage, or items that require refrigeration or freezing.

Please note that we do not accept payment on delivery.

For details, please contact the hotel.

Address: Hotel Sunroute Plaza Shinjuku, 2-3-1 Yoyogi, Shibuya-ku, Tokyo 151-0053, Japan Attention

Please contact the front desk for payment by prepaid or cash on delivery. Cardboard boxes are also available (for a fee).

*Payment for this is due at the time of delivery.

Unfortunately this is not available.

Hotel Sunroute suggests you to keep valuables with you at all times.

Besides we offer safety deposit service( safety box) .

Please ask the reception for the service.

Guest rooms and guest floors are off-limits to non-guests.

Please receive visitors in the lobby.

Minors (under 18 years old) staying unaccompanied must have the consent of a parent or guardian.

You are requested to submit a consent form upon check-in. Please note that we may refuse the minor's stay if you do not submit a written consent form.

Please use the consent form below.

Click here for the consent form for accommodation of minors.

Children under elementary school age (preschool) are free of charge.

Elementary school students are charged ¥1,500 per person (tax included).

Junior high school students and older are charged the same rate as adults.

No outside phone calls can be made from guest rooms.

There is a pay phone in the front lobby.

The entrance of the hotel is locked from 1AM to 5AM. However, if you are a guest at the hotel, you can use your room key to enter and exit as you please during these hours. Please contact the front desk if you need anything.

Rates on the online reservation site and rates for reservations made over the phone are different.

If you wish to use the accommodation plans and rates displayed on the Internet, please make a reservation via the online reservation site.

Please call us first at 03-3375-3211 (main line).

A representative will contact you in due course.

It is a 3-minute walk from the South Exit or Koshu-kaido ticket gate (former Southern Terrace Exit) of JR Shinjuku Station.

From the exit

Cross Koshu Kaido avenue

Make the first right and go 1 block

At the first intersection (Nishishinjuku-ichome), make a left

The hotel will be on the right side on the street

If you are using Subway Oedo line, Shinjuku line, or Keio Shinsen line, the A1 exit will be the nearest; you will see the hotel on the left side from the exit

There are daily buses to Narita and Haneda Airport.

For details, please refer to the Airport Limousine Bus homepage.

There is a convenience store diagonally across the street from the hotel, about a one-minute walk away.

There is the SEVEN BANK ATM in the Mainds Tower building of B1floor which stands next to us.This ATM takes foreign credit cards.

There is a car park on the basement level of the hotel (capacity for 65 cars). Please note that we do not accept reservations in advance.

We have installed electric coolers in the guest rooms.

Although they do not cool as well as refrigerators, they are extrmely quiet.

They are empty so you can use them as you wish.

Vending machines and ice machines are available on every floor excluding 5, 8, and 11Fl.

Free Wi-Fi is available in the guest rooms.

In addition, LAN cables can be rented from the front desk.

Unfortunately, you do not make an international phone call from guest rooms.
There is a pay phone in the front lobby.

There is a hair drier, trouser press, electric kettle, an alarm clock and a bidet. Hair irons are available at the front desk. Please note that there is a limited number of irons available.

All guest rooms are equipped with humidifying air purifiers. We also have humidifiers and electric lamps available for loan. However, please note there is only a limited number available and we do not take reservations in advance.

Yes, there are one-size-fits-all night wears for each guests in every rooms.

The temperature can be individually adjusted in every rooms.

Unfortunately, we do not provide extra beds.

Please check the maximum guests we allow for each room. from the description of the room type.

Yes, you can.

The entire hotel is equipped with a water purification system, so all the water in the guest room including the water in the unit baths is also purified.

Please try out the delicious water - SOU-BI-SUI.

It is the name of the water provided by the hotel.

The entire building is equipped with a water purification system.

Water from faucets and showers in the guest room bathrooms, bidet toilets, faucets in common areas, and water in the laundry are all purified.

Please experience water that tastes good to drink and is gentle to the touch - SOU-BI-SUI.

The entire building water purification system removes debris and rust from tap water, and further reduces residual chlorine to the lower legal limit of concentration, making it hypoallergenic.

We have separate bedding available for guests with allergies. Please let us know if you require any assistance.

To reduce plastic waste, we have free amenities available in the lobby from which you can pick what you prefer.
・Toothbrush・Hair brush・Shaving razor・Earbuds・Bath salt ・Loofah ・Skincare items ・Coffee / tea bags

We also have necessities prepared for use in the room.
・Pajamas ・Disposable slippers ・(Body / Face / Hand) Towels ・Body wash ・Shampoo and conditioner ・Air freshener

Our rooms come equipped with
・LCD TV ・Free wi-fi・Telephone (In-hotel use)・Cooler / Cooling box・Restrooms (with washlet)・Air purifier・Hair dryer・Electric kettle

We also have amenities available for rent during your stay
・Humidifier・Iron・Blanket・Desk lamp・Mobile phone charger・LAN cable・Transformer・HDMI cable・Allergy friendly bedding・Tempur pillow・Hair straightener・Curling iron・Shoe dryer・Laptop (with and without camera, additional charges apply)・Baby crib (reservation required)・Baby guard fence (reservation required)

Since the quantity is limited, there is a possibility that the requested item will not be available. We request your cooperation in this regard.

Yes, you can connect and use HDMI cables with the TVs equipped in the room. Please contact the front desk in case you would like to make use of the rental HDMI cable.

Since the quantity is limited, there is a possibility that the item will not be available as soon as requested. We request your cooperation in this regard.

If you would like to get your room cleaned, please put up the "Please make up the room" card on your room door between 10am and 2pm. If you would like to get the towels exchanged but would prefer the staff to not enter your room while you're unavailable, please put up the orange "Change towels only" card on the door.

For maintaining hygiene, the staff makes up all the rooms every 3 days. We request your cooperation in this regard.

Unfortunately, we do not have any foreign channels available on the TV in the room. However, you can stream the following: YouTube, AbemaTV, Hulu, Amazon Prime Video, U-NEXT and Netflix. Please note that some of these services will only be accessible with your own account.

Complimentary wireless internet connection is available in our hotel.

The ID and the password for public areas and for the guest rooms are different,

so please check the information in the hotel or ask our reception staff for details.

There is no business center inside our hotel.

Instead,PC and printer are available at the concierge desk.

Vending machines and complimentary ice machines are available on some guest room floors.

The entire hotel is equipped with a water purification system, and we make ice with delicious water - SOU-BI-SUI.

Be sure to make use of it. There are also cups for ice next to the ice machine.

There are laundry slips and bags in each room

Laundry must be dropped off by 10:00am to be received in the evening(it will be ready by 7:00pm). Laundry charge depends on the item, so please see the price list on the laundry slip.

*No service on Sundays and national holidays

Coin-operated laundromats are located on the 5th, 8th and 11th floors.

Washing machine use: ￥600/time (detergent automatically added)
1-Wash & Dry: 120min ￥600
2-Wash & Dry: 80min ￥500
3-Wash only: 35min ￥300
4-Dry only: 30min ￥100

Both photo copy and fax services are available at the reception.

・Black and white copy: ¥10 (per sheet)

・Color copy: ¥50 (per sheet)

・Domestic fax: ¥50 (per sheet)

・Overseas fax: ¥100 (per sheet)

There is no room service.

In-room massages are available

Our receptionists are not able to make restaurant reservation.

But our CHATBOT（BEBOT) will help you to make restaurant reservation.

Using CHATBOT is free of charge.

↓ Click the BEBOT ↓

We can arrange for cakes and bouquets from the following website.

Cake.jp website

・Please place your cake order after completing your reservation.

・Order deadlines vary depending on the product, so please check the website. (Minimum 3 days before).

・Please contact support@cake.jp for any changes, cancellations, or inquiries regarding your order.

・Please collect your ordered item from the front desk.

*Please pick up your order after 5:00 p.m.

A security box is available at the front desk for your use. Please let us know when you want to use it.

Yes, there is a smoking area located on the 2nd floor of the hotel. All guest rooms are non-smoking, so please smoke in the designated smoking area.

Microwave ovens are located on the 5th, 8th, and 11th floors. They are located in the same area as the laundromat.

In accordance with Article 24 of the Pharmaceutical Affairs Law, we do not provide medicines.

Please make preparations before coming to the hotel, or ask at the front desk for information on hospitals and pharmacies in the local area.

We have a currency exchange machine available in the lobby. It is placed on the right by the elevators. You can change the following currencies into JPY using the machine: USD, EUR, RMB, GBP, CAD, SGD, AUD, TWD, HKD, KRW, THB, MYR, PHP, IDR.

For guests staying at the hotel for anniversaries, birthdays, etc.; we can provide you with a message card and a small gift. Please contact the hotel in advance by email or phone.

There is a restaurant, "VILLAZZA", on the 1st floor and a bar, "Kukon", on the 2nd floor.

The breakfast hours are from 6:30am to 9:30am at the VILLAZZA restaurant on the 1st floor.

Breakfast is not reserved and is available to anyone. However, please note that depending on how crowded the restaurant is on the day of your reservation, we may not be able to accommodate you. For details, please contact the restaurant on the 1st floor directly.

Charge: Adults - ¥2,200 / Elementary school age students - ¥1,100 / Children under elementary school age - Free.

Reservations for breakfast are not for necessary.

Japanese and Western style buffet from 6:30am to 10:00am (last order 9:30) is served in the VILLAZZA restaurant on the 1st floor.

Yes, they can.

Adults: ¥2,200 / Elementary school age students: ¥1,100 / Children under elementary school age: Free

We are not able to make reservations on behalf of our guests for restaurants outside of the hotel. We apologize for any inconvenience this may cause.

・We ventilate public areas as required.

・We disinfect public areas such as the reception and elevators with alcohol as required.

・Alcohol hand sanitizers are placed in public areas and at the entrances to restaurants, etc.

・All of our staff are required to wear masks.

・We check the temperature and health condition of staff when they arrive at work.

・We instruct staff to stay at home if they have symptoms such as a cough or fever.

・Staff are instructed to wash their hands and gargle on a daily basis to ensure good health.

・Hand sanitizers are installed in each workplace, and staff are required to apply them when entering a room.

・We instruct employees on how to behave in accordance with the new "with-COVID" lifestyle.

・We are also implementing commuting and teleworking to avoid congestion in backyard departments and prevent infections.