FAQ

How do I change my password?

You can reset your password from “Forgot my password” on the login screen.

Can I make a reservation for the next time after my visit?

You can make reservations up to 30 days in advance within 24 hours of leaving the Sauna from “My Page”.

Do I need to enter my credit card information each time I make a reservation?

If you register your credit card information on “My Page”, you will not need to enter it from the next time onward. Only one credit card can be registered. If your credit card expires, please delete your credit card information and re-register. If you are concerned about security, please enter the information each time you pay.

Where can I get the QR code for check-in?

Please go to “My Page”, view the list of reservations, and click “View Tickets” to display the QR code. Please hold this QR code over the scanner when you check in.

*The QR code will be displayed 24 hours before the reservation time.

Can I get a receipt?

Click on the reservation on “My Page”, and at the bottom of the page you will see a button that says “Issue Receipt”.

Can someone other than the purchaser use the Sauna?

When you make a reservation, please check the “For use by a person other than the purchaser” checkbox, and provide the gender and name in the “User Information” section on the next page.

Can I check if the reservation has been made?

Please check My Page. If there is no corresponding reservation on My Page, it is possible that you selected an available slot but did not complete the payment within 15 minutes and the reservation was not made. Please make another reservation or contact us for further details.

 

If I cancel, will I receive a refund for the payment made?

If you cancel within the deadline (12 PM the day before your reservation), you will receive a refund.

Do you conduct measures to prevent the spread of COVID-19?

We do. The room is kept clean and ventilated each time a guest uses a sauna room, and all sauna mats and towels are replaced with new ones.

Can I play my favorite music in the room?

Speakers are installed in the sauna room and rest area. Please relax and play your favorite music on Apple Music on the iPad mini. AirPlay is also available.

I am a beginner at saunas. Is that okay?

You can use our facility comfortably even if it is your first time. If you do not know how to use the sauna or have any concerns, please ask our staff before check-in. Our qualified sauna and spa health advisors will be happy to give you advice.

 

Can I bring in food and drinks?

Only water, sports drinks, and other non-alcoholic beverages may be brought into the room. For hygiene reasons, we do not allow food in the rooms.

What can I bring into the sauna room?

Newspapers, magazines, items with batteries (smartphones), and other items that may pose a fire hazard are not permitted. Items that can be used safely in the sauna, such as massage items, sauna hats, etc., are fine to bring in.

How should I manage my valuables?

All customers will be provided with a private sauna room where you can keep your valuables and other personal belongings. The front desk can keep large items for you.

Please keep track of your own valuables when you are using the sauna.

How should I use the cold shower?

The overhead shower sprays cold water at about 16℃. Please turn on the shower gradually, and start pouring water onto the areas furthest from your heart, such as your hands and feet. After that, shower your whole body. If you do not like cold water, please use the handheld shower and adjust the water temperature to your body’s needs.

 

Are reservations required?

Yes, we ask that you make a reservation online in advance. Without a reservation, you may not be able to enjoy the facilities unless there is a room available.

Is there a cancellation fee?

Please log into “My Page” and check your reservation. There is no charge until 12 PM of the day before your reservation date.

 

Is smoking allowed?

Smoking, including electronic cigarettes, is not permitted in the rooms. Please use the smoking area designated by the UNPLAN Kagurazaka. Smoking is not allowed after the cafe closes.

 

What happens if I arrive late?

The check-out time will remain the same, so your use of the room will be shortened by the amount of time you are late. Please note that if you are more than 30 minutes late, you will be considered to have canceled your reservation on the day of arrival.

Do you accept cash and credit cards?

We do not accept cash. Please pay at the time of reservation with a credit or debit card. For beverages purchased on the day of your visit, we accept credit cards, Suica and other forms of electrocnic payment, and payment via other major payment service providers.

*Please note the cafe “Gather by UNPLAN” (https://unplan.jp/) doesn’t accept cash, either.

Can I extend my stay?

No, you cannot extend it.

What should I do if I feel sick?

If you feel sick in the room, please use the emergency button to notify our staff. Female guests will be attended to by female staff. Also, if you period suddenly starts, please ask our staff for“number 10”. We will provide you with a sanitary pad in an envelope.

 

May I take pictures in the room?

Please feel free to take pictures; however, if you would like to shoot video for uploading onto YouTube, please contact us in advance so we can send you the necessary precautions. Please be aware that we may repost or retweet the photos/videos posted by customers on our official social media accounts (Instagram, Twitter, Facebook, etc.). The use of the facility for sales, promotion, advertisement, solicitation, or any other commercial purpose (except as approved by Solo Sauna tune) is prohibited.

Age Limitations

No one under the age of 18 is allowed to use the facility.

Children under 18 who are of elementary school age or older may use the Group Room if accompanied by a parent of the same sex.

Preschool children are not allowed for safety reasons.