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FAQ

HOTEL POLICIES

Is there a cancellation fee?

Is there a cancellation fee?

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.

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Can I pay by bank transfer?

Can I pay by bank transfer?

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.

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What time is check-out?

What time is check-out?

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.

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

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

Guests can check-in early from noon 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 2:00 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 2:00 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.

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Can I send packages/mail in advance to you by courier, post, etc.?

Can I send packages/mail in advance to you by courier, post, etc.?

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

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LOCATION & AREA GUIDE

How can I get to Hotel Sunroute Shinjuku Plaza from the nearest train station?

How can I get to Hotel Sunroute Shinjuku Plaza from the nearest train station?

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

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IN-ROOM AMENITIES

Please tell me about the fixtures and amenities, etc. in the guest rooms.

Please tell me about the fixtures and amenities, etc. in the guest rooms.

[Free Amenities] *Amenities are available in the lobby.
Toothbrush, hairbrush, razor, cotton swab, bath salts, body sponge, skin care products, coffee/tea/green tea

[Room Amenities] *Amenities are available in the guest room.
Night wear, disposable slippers, various towels, shampoo, conditioner, body soap, deodorant spray

[Guest room fixtures]
LCD TV, free Wi-Fi, extension telephone, cooling box, toilet with automatic washing function, room cleaner, hair dryer, electric kettle

If you have any other questions, please feel free to contact us.

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What is "SOU-BI-SUI"?

What is "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.

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HOTEL AMENITIES & SERVICES

Do you have any laundry service?

Do you have any laundry service?

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

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We are celebrating a birthday or other anniversary, so can you arrange a cake for us?

We are celebrating a birthday or other anniversary, so can you arrange a cake for us?

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.

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RESTAURANT & DINING

I made a reservation for a plan that does not include breakfast, but am I allowed to eat breakfast at the restaurant?

I made a reservation for a plan that does not include breakfast, but am I allowed to eat breakfast at the restaurant?

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.

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COVD-19 Measures

What kind of measures are you taking for your staff?

What kind of measures are you taking for your staff?

・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.

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What kind of efforts do you expect from your guests?

What kind of efforts do you expect from your guests?

・Please wear a mask when going out of your room.

・Please wash your hands and gargle frequently.

・We ask for your cooperation in ventilating the room during your stay.

・If your room is equipped with an air purifier, please make use of it.

・If you feel unwell during your stay, please notify the front desk staff.

・Acrylic panels are installed on the front counter.

・Please make sure to leave enough space when you line up at the front counter for check-in and other procedures.

・To avoid excessive contact with others, please try to ensure that the representative of your party only completes the procedures.

・We promote the use of cash trays and cashless transactions when making payments.

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