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Accommodation Rules
1. Accommodation and Servicing Rules of Volna Hotel
1. Check-in Conditions
1.1. Volna Hotel is intended for temporary accommodation of Guests during the period agreed upon with the administration and registered according to the procedure established hereby. The time limit for accommodation in the Hotel shall not exceed 30 days.
1.2. The Hotel is located at: 98, prospekt Lenina, Nizhny Novgorod
1.3. Working hours of the Hotel — 24 hours.
1.4. Check-in time — 14:00. Check-out time — 12:00. Check-in of the Guest before the specified time may be performed if there are vacant rooms.
1.5. Check-in shall be performed on a first-come, first-served basis. Priority check-in shall be regulated hereby.
1.6. Upon check-in the Guest shall provide the document of identification and effect the 100% payment for the whole period of accommodation in the Hotel.
1.7. The documents of identification of the Guest required for registration shall be as follows:
1.7.1. passport of the Russian Federation citizen certifying the identity of the Russian Federation citizen in the Russian Federation;
1.7.2. passport of the USSR citizen certifying the identity of the Russian Federation citizen before its replacement at the stated time with the passport of the Russian Federation citizen;
1.7.3. certificate of birth — for a person under the age of 14 years;
1.7.4. passport certifying the identity of the Russian Federation citizen outside the Russian Federation — for a person permanently residing outside the Russian Federation;
1.7.5. passport of a foreign citizen or another document stated by the federal law or recognized in accordance with the international treaty of the Russian Federation as an identification document of a foreign citizen;
1.7.6. document issued by a foreign state and recognized in accordance with the international treaty of the Russian Federation as an identification document of a stateless person;
1.7.7. temporary residence permit of a stateless person;
1.7.8. residence permit of a stateless person.
1.8. Minors shall be accommodated in the Hotel only with parents or substituting persons (foster parents, etc.).
1.9. Foreign citizens and stateless persons shall pay a registration fee according to the established procedure.
1.10. Upon registration of accommodation the manager of the Reception and Servicing Department shall issue a guest card to the Guest with the magnetic key to the room, cash voucher and reporting documents upon payment for the services during the check-in, as well as register the citizens in accordance with the applicable laws of the Russian Federation. Upon registration of accommodation the Guest shall be obliged to familiarize himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered. Upon registration of accommodation the Guest shall be obliged to sign the Contract containing the general conditions of residence in the Hotel. These Accommodation and Servicing Rules of Volna Hotel (hereinafter referred to as the “Hotel”) are developed in accordance with the Law of the Russian Federation Concerning the Protection of Consumer Rights, based on Resolution of the Government of the Russian Federation dated 18 November 2020 No. 1853 On Approval of the Rules of Hotel Services Rendering in the Russian Federation (hereinafter referred to as the “Resolution”) and regulate the check-in and accommodation procedures in Volna Hotel LLC.
1.1. Volna Hotel is intended for temporary accommodation of Guests during the period agreed upon with the administration and registered according to the procedure established hereby. The time limit for accommodation in the Hotel shall not exceed 30 days.
1.2. The Hotel is located at: 98, prospekt Lenina, Nizhny Novgorod
1.3. Working hours of the Hotel — 24 hours.
1.4. Check-in time — 14:00. Check-out time — 12:00. Check-in of the Guest before the specified time may be performed if there are vacant rooms.
1.5. Check-in shall be performed on a first-come, first-served basis. Priority check-in shall be regulated hereby.
1.6. Upon check-in the Guest shall provide the document of identification and effect the 100% payment for the whole period of accommodation in the Hotel.
1.7. The documents of identification of the Guest required for registration shall be as follows:
1.7.1. passport of the Russian Federation citizen certifying the identity of the Russian Federation citizen in the Russian Federation;
1.7.2. passport of the USSR citizen certifying the identity of the Russian Federation citizen before its replacement at the stated time with the passport of the Russian Federation citizen;
1.7.3. certificate of birth — for a person under the age of 14 years;
1.7.4. passport certifying the identity of the Russian Federation citizen outside the Russian Federation — for a person permanently residing outside the Russian Federation;
1.7.5. passport of a foreign citizen or another document stated by the federal law or recognized in accordance with the international treaty of the Russian Federation as an identification document of a foreign citizen;
1.7.6. document issued by a foreign state and recognized in accordance with the international treaty of the Russian Federation as an identification document of a stateless person;
1.7.7. temporary residence permit of a stateless person;
1.7.8. residence permit of a stateless person.
1.8. Minors shall be accommodated in the Hotel only with parents or substituting persons (foster parents, etc.).
1.9. Foreign citizens and stateless persons shall pay a registration fee according to the established procedure.
1.10. Upon registration of accommodation the manager of the Reception and Servicing Department shall issue a guest card to the Guest with the magnetic key to the room, cash voucher and reporting documents upon payment for the services during the check-in, as well as register the citizens in accordance with the applicable laws of the Russian Federation. Upon registration of accommodation the Guest shall be obliged to familiarize himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered. Upon registration of accommodation the Guest shall be obliged to sign the Contract containing the general conditions of residence in the Hotel. These Accommodation and Servicing Rules of Volna Hotel (hereinafter referred to as the “Hotel”) are developed in accordance with the Law of the Russian Federation Concerning the Protection of Consumer Rights, based on Resolution of the Government of the Russian Federation dated 18 November 2020 No. 1853 On Approval of the Rules of Hotel Services Rendering in the Russian Federation (hereinafter referred to as the “Resolution”) and regulate the check-in and accommodation procedures in Volna Hotel LLC.
2. Conditions of Priority Check-In
2.1. Priority check-in shall be provided if there are vacant rooms to the following categories of persons:
2.1.1. Heroes of the Russian Federation and the Soviet Union, Full Cavaliers of the Order of Glory;
2.1.2. Participants in the Great Patriotic War;
2.1.3. First, second and third degree disabled persons and accompanying persons.
2.1.1. Heroes of the Russian Federation and the Soviet Union, Full Cavaliers of the Order of Glory;
2.1.2. Participants in the Great Patriotic War;
2.1.3. First, second and third degree disabled persons and accompanying persons.
3. Reservation Conditions
3.1. Reservation is the Guest’s preliminary order of a room, not less than 1 day in advance, specifying the date and time of arrival with payment for the accommodation (guaranteed reservation) or without payment for the accommodation (unguaranteed reservation). Preliminary order of a room specifying the date and time of arrival performed by the Hotel’s tourist or corporate partner shall also be deemed guaranteed reservation.
3.2. Reservation of a room in the Hotel shall be performed by sending an application for reservation in the Hotel by e-mail, telephone or other communication means, as well as by direct appeal to the Hotel’s Reception and Servicing Department.
Tel.: 831-295-19-00
fax: 831-295-14-14
e-mail: welcome@volnahotel.ru
3.1. The reservation application should contain: full name of the Guest; information on the number of Guests, information on the number and category of rooms for each Guest; surname, name, patronymic (if any) of each Guest, citizenship of each Guest, dates and time of check-in and check-out of each Guest; information on the payer; information on the form of payment; information on the Guest’s contact person; the Guest’s signature. If any detail specified herein is absent, the Hotel may decline such application.
3.2. If additional services are required, the application should also contain the date and time of the service rendering, the number of Guests and other information.
3.3. The application should be sent not later than three (3) days before rendering of the Services. However, in certain cases, the Hotel shall be entitled to accept for execution an application sent two (2) hours before rendering of the Services.
3.4. The application shall be accepted for execution (i.e. reservation of the rooms/services is available) only if the Hotel has the required quantity of vacant (unreserved and unused) rooms of the specified category within the period specified in the application, and for additional services — only in case of possibility to render such services.
3.5. The Hotel confirms reservation within twenty four (24) hours from the time of receiving the application, after which execution of the application shall become obligatory for both parties. The application confirmation shall be sent to the Guest by the channels, by which the Application was sent.
3.6. The reservation shall be deemed valid, i.e. the Hotel shall be obliged to render the services, only if the Guest has the reservation confirmation.
3.7. Alteration, cancellation (full or partial) of the reservation made (period of accommodation, number of Guests, number and categories of rooms) shall be possible only if the Guest sends the corresponding written document not later than twenty four (24) hours before the Guest’s check-in time specified in the confirmed reservation.
3.8. In case of guaranteed reservation, 100% prepayment shall be made for the whole period of accommodation or 100% prepayment for the first day with the further payment for the remaining period of accommodation in case of the Guest’s accommodation.
3.9. If, in case of guaranteed reservation with 100% prepayment for 1 day of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall become “unguaranteed” and shall be cancelled later, if the Guest does not provide the information on confirmation of this reservation.
3.10. If, in case of guaranteed reservation with 100% prepayment for the entire period of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall not be cancelled before receiving the Guest’s written refusal of the reservation. If the Guest’s written refusal of the reservation and accommodation service is absent within the paid period, the payment for each unused day of the Guest’s accommodation shall not be returned.
3.11. In case of unguaranteed (without prepayment) reservation, if the Guest did not specify the exact time of arrival, the reservation shall be cancelled on 17:00 of the check-in date, local time. If the Guest does not arrive before the abovementioned time, the Hotel shall be entitled to provide the reserved room (reserved hotel services) to another individual or legal entity independently.
3.12. If the Guest cancelled/altered the application with regard to provision of additional services, i.e. refused to perform this Contract with regard to provision of additional services in violation of the time limits established hereby or the Guest, not due to the Hotel’s fault, failed to use the additional services specified in the application, the Guest shall be obliged, without legal proceedings, to compensate the Hotel for all the actually incurred expenses as follows:
transfer service: railway station – hotel / hotel – railway station and airport – hotel / hotel – airport, chauffeur driven car service, laundry and dry-cleaning services, billiards, the period for cancellation/change of application is less than 1 business day — in the amount of 50% of the cost of the relevant services;
the guest did not cancel the application and did not use the service, the period for cancellation/change of application is less than 1 business day — in the amount of 100% of the cost of the relevant services;
excursion service, the period for cancellation/change of application is less than 2 business days — in the amount of 50% of the cost of the relevant services;
visa support for obtaining a single-entry tourist visa to enter Russia, if the service is canceled after the start of the documents processing procedure — 2,240 rubles are refunded;
upon cancellation of the application for the Guest’s accommodation in the hotel rooms after the start of the documents processing procedure — 2,240 rubles are refunded;
3.11 The Hotel has the system of cumulative discount cards with nominal value of 5%, 10%, 15%, 20%, entitling to a discount for the services rendered in accordance with the Regulation on Discount Cards.
3.12 Provision of discounts without the cumulative discount card: the SSO (Sales and Servicing Office) Managers are entitled to provide a discount in the amount of 5% upon agreement with the SSO Head, discounts in the amount of 10%, 15% shall be provided upon agreement with the Commercial Director, Deputy Commercial Director or Sales Office Head, 20% — only upon agreement with the General Director of Volna Hotel LLC.
3.13 In case of actual check-in the Guest shall confirm that he/she has familiarized himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered, as well as has provided his/her consent to any processing of his/her personal data and photo and video recording, i.e. use of his/her image.
3.14 Upon the expiration of the agreed upon period, the Guest should leave the room (place). The persons wishing to extend the period of accommodation in the Hotel shall inform the Hotel manager not later than 12 hours before the end of the accommodation period. If vacant rooms (places) are absent, extension of the accommodation period may be refused.
3.15 In case of temporary departure from the Hotel, the Guest that did not inform the manager and did not pay for the period of absence in advance shall lose the right for accommodation and shall be obliged to leave the room.
3.20. If there are vacant rooms in the Hotel, the Guest shall be entitled to take a room of any category in case of full payment for the room. In case of full payment for a double room, it is possible to add one person at the request of the Guest.
3.21.At the request of the Guest, an additional place may be provided in the rooms of the “Standard Suite” category on a convertible sofa bed under the conditions specified herein.
3.22. Upon further alteration of the application for reservation, the Guest shall provide the Hotel with the information not later than three days before check-in upon accommodation of more than 10 persons, a day before — upon accommodation of less than 10 persons.
3.2. Reservation of a room in the Hotel shall be performed by sending an application for reservation in the Hotel by e-mail, telephone or other communication means, as well as by direct appeal to the Hotel’s Reception and Servicing Department.
Tel.: 831-295-19-00
fax: 831-295-14-14
e-mail: welcome@volnahotel.ru
3.1. The reservation application should contain: full name of the Guest; information on the number of Guests, information on the number and category of rooms for each Guest; surname, name, patronymic (if any) of each Guest, citizenship of each Guest, dates and time of check-in and check-out of each Guest; information on the payer; information on the form of payment; information on the Guest’s contact person; the Guest’s signature. If any detail specified herein is absent, the Hotel may decline such application.
3.2. If additional services are required, the application should also contain the date and time of the service rendering, the number of Guests and other information.
3.3. The application should be sent not later than three (3) days before rendering of the Services. However, in certain cases, the Hotel shall be entitled to accept for execution an application sent two (2) hours before rendering of the Services.
3.4. The application shall be accepted for execution (i.e. reservation of the rooms/services is available) only if the Hotel has the required quantity of vacant (unreserved and unused) rooms of the specified category within the period specified in the application, and for additional services — only in case of possibility to render such services.
3.5. The Hotel confirms reservation within twenty four (24) hours from the time of receiving the application, after which execution of the application shall become obligatory for both parties. The application confirmation shall be sent to the Guest by the channels, by which the Application was sent.
3.6. The reservation shall be deemed valid, i.e. the Hotel shall be obliged to render the services, only if the Guest has the reservation confirmation.
3.7. Alteration, cancellation (full or partial) of the reservation made (period of accommodation, number of Guests, number and categories of rooms) shall be possible only if the Guest sends the corresponding written document not later than twenty four (24) hours before the Guest’s check-in time specified in the confirmed reservation.
3.8. In case of guaranteed reservation, 100% prepayment shall be made for the whole period of accommodation or 100% prepayment for the first day with the further payment for the remaining period of accommodation in case of the Guest’s accommodation.
3.9. If, in case of guaranteed reservation with 100% prepayment for 1 day of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall become “unguaranteed” and shall be cancelled later, if the Guest does not provide the information on confirmation of this reservation.
3.10. If, in case of guaranteed reservation with 100% prepayment for the entire period of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall not be cancelled before receiving the Guest’s written refusal of the reservation. If the Guest’s written refusal of the reservation and accommodation service is absent within the paid period, the payment for each unused day of the Guest’s accommodation shall not be returned.
3.11. In case of unguaranteed (without prepayment) reservation, if the Guest did not specify the exact time of arrival, the reservation shall be cancelled on 17:00 of the check-in date, local time. If the Guest does not arrive before the abovementioned time, the Hotel shall be entitled to provide the reserved room (reserved hotel services) to another individual or legal entity independently.
3.12. If the Guest cancelled/altered the application with regard to provision of additional services, i.e. refused to perform this Contract with regard to provision of additional services in violation of the time limits established hereby or the Guest, not due to the Hotel’s fault, failed to use the additional services specified in the application, the Guest shall be obliged, without legal proceedings, to compensate the Hotel for all the actually incurred expenses as follows:
transfer service: railway station – hotel / hotel – railway station and airport – hotel / hotel – airport, chauffeur driven car service, laundry and dry-cleaning services, billiards, the period for cancellation/change of application is less than 1 business day — in the amount of 50% of the cost of the relevant services;
the guest did not cancel the application and did not use the service, the period for cancellation/change of application is less than 1 business day — in the amount of 100% of the cost of the relevant services;
excursion service, the period for cancellation/change of application is less than 2 business days — in the amount of 50% of the cost of the relevant services;
visa support for obtaining a single-entry tourist visa to enter Russia, if the service is canceled after the start of the documents processing procedure — 2,240 rubles are refunded;
upon cancellation of the application for the Guest’s accommodation in the hotel rooms after the start of the documents processing procedure — 2,240 rubles are refunded;
3.11 The Hotel has the system of cumulative discount cards with nominal value of 5%, 10%, 15%, 20%, entitling to a discount for the services rendered in accordance with the Regulation on Discount Cards.
3.12 Provision of discounts without the cumulative discount card: the SSO (Sales and Servicing Office) Managers are entitled to provide a discount in the amount of 5% upon agreement with the SSO Head, discounts in the amount of 10%, 15% shall be provided upon agreement with the Commercial Director, Deputy Commercial Director or Sales Office Head, 20% — only upon agreement with the General Director of Volna Hotel LLC.
3.13 In case of actual check-in the Guest shall confirm that he/she has familiarized himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered, as well as has provided his/her consent to any processing of his/her personal data and photo and video recording, i.e. use of his/her image.
3.14 Upon the expiration of the agreed upon period, the Guest should leave the room (place). The persons wishing to extend the period of accommodation in the Hotel shall inform the Hotel manager not later than 12 hours before the end of the accommodation period. If vacant rooms (places) are absent, extension of the accommodation period may be refused.
3.15 In case of temporary departure from the Hotel, the Guest that did not inform the manager and did not pay for the period of absence in advance shall lose the right for accommodation and shall be obliged to leave the room.
3.20. If there are vacant rooms in the Hotel, the Guest shall be entitled to take a room of any category in case of full payment for the room. In case of full payment for a double room, it is possible to add one person at the request of the Guest.
3.21.At the request of the Guest, an additional place may be provided in the rooms of the “Standard Suite” category on a convertible sofa bed under the conditions specified herein.
3.22. Upon further alteration of the application for reservation, the Guest shall provide the Hotel with the information not later than three days before check-in upon accommodation of more than 10 persons, a day before — upon accommodation of less than 10 persons.
4. Procedure of Payment for the Services Rendered by the Hotel
4.1. The services are rendered by the Hotel in accordance with the tariffs applicable in the Hotel. Price for a room (place in a room) shall be formed in accordance with the laws and include the value-added tax.
4.2. Payment for accommodation and services rendered by the Hotel shall be effected in Russian rubles in cash or by payment through a bank, as well as using credit cards MIR, VISA, Master Card, American Express, JCB, Diners Club International. In cases provided for by the Russian Federation laws it is possible to pay in foreign currency to the Hotel’s foreign currency account.
4.3. Payment for accommodation shall be charged in accordance with the established check-out time — from 12:00 of the current day, local time.
4.4. The Services shall be rendered under the condition of 100% prepayment, i.e. the Guest shall be obliged to pay for the services until the moment of rendering thereof. Upon that, in case of absence of payment the Hotel shall be entitled not to render the Services (to refuse to render the Services) for the Guest without any liability of the Hotel.
4.5. The final settlement between the Contractor and the Guest shall be made at the moment of check-out / completion of the services rendering.
4.6. The obligation on payment for the hotel services shall be deemed performed from the moment of:
4.7. crediting of money to the Hotel’s settlement account; cash receipt to the Hotel’s cash desk; writing off the money from the bank card; performance of the preauthorization transaction (i.e. blocking of money on the Guest’s account).
4.8. If after the Guest’s departure it is found out that he/she failed to pay for any services, the Hotel shall be entitled to use the data of his/her credit card to obtain the missing payment, i.e. the Guest provides such right without executing any separate documents.
4.9. The minimum paid period of accommodation in the Hotel shall be 1 day.
4.10. Reservation of a room shall not be charged.
4.11. In case of preliminary (guaranteed and unguaranteed) reservation:
4.11.1. The check-out time shall be always 12:00 and payment shall be charged in the amount of 100% cost of a room a day, which guarantees availability of the room for the guest from 14:00 to 12:00 of the following day upon any check-in time in the specified period.
4.11.2. In case of preliminary reservation and with the necessity of early check-in from 00:00 to 05:59 — the guest shall pay for 100% of the cost of the room of the selected category (breakfast included in the cost), reservation shall start from the previous day. In case of early check-in (from 06:00 to 12:00) the Guest shall additionally pay for 50% of the cost of the room as of the check-in date (including breakfast on the check-in day, in accordance with the working hours of the restaurant).
4.11.3. Check-in from 09:00 to 12:00 shall be possible without additional payment if there are vacant rooms (breakfast on the check-in day shall not be included into the price of the room).
4.12. In case of check-in without preliminary reservation:
4.12.1. In case of check-in from 14:00 to 23:59 — check-out shall be at 12:00 of the following day and payment shall be charged for a day.
4.12.2. In case of accommodation of the guest without preliminary reservation, before the time of guaranteed accommodation at the Hotel (from 00:00 to 12:00) the payment for early check-in shall be charged from the Guest in the amount of 50% of the cost of the room, later the payment shall be charged in accordance with the check-out time.
4.12.3. If it is necessary to extend the period of accommodation in the Hotel, the Guest may appeal to the Reception and Servicing Department 2 hours before the check-out time. If there are vacant rooms in the Hotel, the accommodation period may be extended according to the tariff applicable as of the moment of the Guest’s appeal.
4.12.4. In case of extension of the accommodation period from 12:00 to 23:00 of the current day — payment in the amount of 50% of the cost of the room a day shall be charged.
4.12.5. In case of extension of the accommodation period from 23:00 the accommodation shall be deemed extended for a day and payment for the additional day shall be charged according to the current tariff.
4.12.6. The additional services shall be rendered to the Guests at extra charge.
4.13. Accommodation and food for children in the Hotel:
4.13.1. Accommodation of children up to the age of 3 without an additional place shall be free of charge (breakfast included).
4.13.2. Accommodation of children at the age of 12 and older and the third adult with provision of an additional place shall be possible only in “Suite Standard” and “Business” rooms. Cost of accommodation on an additional bed shall be equal to: for children at the age of 3-12 years — 600 rubles a day; for adults and children at the age of 12 and older — 1,200 rubles a day. Upon that, the buffet breakfast shall be paid for additionally as follows: for children at the age of 3-12 years — 360 rubles, for adults and children at the age of 12 and older — 580 rubles.
4.14. The Hotel shall render the following services to Guests at no additional cost:
• call for ambulance, other special services;
• use of first aid kit;
• delivery of mail addressed to Guest to the room;
• wake-up by certain time;
• provision of boiling water, needles, threads, one set of tableware;
• transportation of luggage (24 hours);
• automobile parking (24 hours);
• fitness centre attendance (from 07:00 to 23:00);
• keeping of personal luggage in the luggage room;
• use of individual safe-deposit box at the reception;
• call for a taxi (24 hours);
• tourist information (24 hours);
• use of ironing equipment in a special room (free of charge, working hours: 24 hours);
• wireless Internet;
• automated shoe cleaning (24 hours);
4.15. The Hotel renders the following additional services, the cost of which is not included into the accommodation cost:
• organization of transfer (from railway station to the hotel / from the hotel to the railway station, from the airport to the hotel / from the hotel to the airport);
• chauffeur driven car service;
• photocopying of documents (24 hours);
• telephone calls from the room (city, with a phonecard — inter-city, international);
• fax sending and receiving (24 hours);
• business centre services: personal computer, Internet, documents printing and scanning (24 hours);
• electronic mail receiving (24 hours);
• beauty salon services (from 09:00 to 21:00 daily);
• laundry services (working hours from 07:00 to 19:00, order is processed within 12 hours; express services of laundry and dry-cleaning are performed within 3 hours);
• visa support;
• billiards (from 09:00 to 22:00).
4.16. Upon check-out from the Hotel the Guest shall effect the final payment for the services rendered, including the additional services, and give the key to the room to the manager.
4.17. The Hotel, provided that these Rules are complied with, shall guarantee to the Guest the right to use the services rendered by the Hotel, upon that the Hotel shall not assume the obligation of rendering the services promised to the Guest by third parties.
4.2. Payment for accommodation and services rendered by the Hotel shall be effected in Russian rubles in cash or by payment through a bank, as well as using credit cards MIR, VISA, Master Card, American Express, JCB, Diners Club International. In cases provided for by the Russian Federation laws it is possible to pay in foreign currency to the Hotel’s foreign currency account.
4.3. Payment for accommodation shall be charged in accordance with the established check-out time — from 12:00 of the current day, local time.
4.4. The Services shall be rendered under the condition of 100% prepayment, i.e. the Guest shall be obliged to pay for the services until the moment of rendering thereof. Upon that, in case of absence of payment the Hotel shall be entitled not to render the Services (to refuse to render the Services) for the Guest without any liability of the Hotel.
4.5. The final settlement between the Contractor and the Guest shall be made at the moment of check-out / completion of the services rendering.
4.6. The obligation on payment for the hotel services shall be deemed performed from the moment of:
4.7. crediting of money to the Hotel’s settlement account; cash receipt to the Hotel’s cash desk; writing off the money from the bank card; performance of the preauthorization transaction (i.e. blocking of money on the Guest’s account).
4.8. If after the Guest’s departure it is found out that he/she failed to pay for any services, the Hotel shall be entitled to use the data of his/her credit card to obtain the missing payment, i.e. the Guest provides such right without executing any separate documents.
4.9. The minimum paid period of accommodation in the Hotel shall be 1 day.
4.10. Reservation of a room shall not be charged.
4.11. In case of preliminary (guaranteed and unguaranteed) reservation:
4.11.1. The check-out time shall be always 12:00 and payment shall be charged in the amount of 100% cost of a room a day, which guarantees availability of the room for the guest from 14:00 to 12:00 of the following day upon any check-in time in the specified period.
4.11.2. In case of preliminary reservation and with the necessity of early check-in from 00:00 to 05:59 — the guest shall pay for 100% of the cost of the room of the selected category (breakfast included in the cost), reservation shall start from the previous day. In case of early check-in (from 06:00 to 12:00) the Guest shall additionally pay for 50% of the cost of the room as of the check-in date (including breakfast on the check-in day, in accordance with the working hours of the restaurant).
4.11.3. Check-in from 09:00 to 12:00 shall be possible without additional payment if there are vacant rooms (breakfast on the check-in day shall not be included into the price of the room).
4.12. In case of check-in without preliminary reservation:
4.12.1. In case of check-in from 14:00 to 23:59 — check-out shall be at 12:00 of the following day and payment shall be charged for a day.
4.12.2. In case of accommodation of the guest without preliminary reservation, before the time of guaranteed accommodation at the Hotel (from 00:00 to 12:00) the payment for early check-in shall be charged from the Guest in the amount of 50% of the cost of the room, later the payment shall be charged in accordance with the check-out time.
4.12.3. If it is necessary to extend the period of accommodation in the Hotel, the Guest may appeal to the Reception and Servicing Department 2 hours before the check-out time. If there are vacant rooms in the Hotel, the accommodation period may be extended according to the tariff applicable as of the moment of the Guest’s appeal.
4.12.4. In case of extension of the accommodation period from 12:00 to 23:00 of the current day — payment in the amount of 50% of the cost of the room a day shall be charged.
4.12.5. In case of extension of the accommodation period from 23:00 the accommodation shall be deemed extended for a day and payment for the additional day shall be charged according to the current tariff.
4.12.6. The additional services shall be rendered to the Guests at extra charge.
4.13. Accommodation and food for children in the Hotel:
4.13.1. Accommodation of children up to the age of 3 without an additional place shall be free of charge (breakfast included).
4.13.2. Accommodation of children at the age of 12 and older and the third adult with provision of an additional place shall be possible only in “Suite Standard” and “Business” rooms. Cost of accommodation on an additional bed shall be equal to: for children at the age of 3-12 years — 600 rubles a day; for adults and children at the age of 12 and older — 1,200 rubles a day. Upon that, the buffet breakfast shall be paid for additionally as follows: for children at the age of 3-12 years — 360 rubles, for adults and children at the age of 12 and older — 580 rubles.
4.14. The Hotel shall render the following services to Guests at no additional cost:
• call for ambulance, other special services;
• use of first aid kit;
• delivery of mail addressed to Guest to the room;
• wake-up by certain time;
• provision of boiling water, needles, threads, one set of tableware;
• transportation of luggage (24 hours);
• automobile parking (24 hours);
• fitness centre attendance (from 07:00 to 23:00);
• keeping of personal luggage in the luggage room;
• use of individual safe-deposit box at the reception;
• call for a taxi (24 hours);
• tourist information (24 hours);
• use of ironing equipment in a special room (free of charge, working hours: 24 hours);
• wireless Internet;
• automated shoe cleaning (24 hours);
4.15. The Hotel renders the following additional services, the cost of which is not included into the accommodation cost:
• organization of transfer (from railway station to the hotel / from the hotel to the railway station, from the airport to the hotel / from the hotel to the airport);
• chauffeur driven car service;
• photocopying of documents (24 hours);
• telephone calls from the room (city, with a phonecard — inter-city, international);
• fax sending and receiving (24 hours);
• business centre services: personal computer, Internet, documents printing and scanning (24 hours);
• electronic mail receiving (24 hours);
• beauty salon services (from 09:00 to 21:00 daily);
• laundry services (working hours from 07:00 to 19:00, order is processed within 12 hours; express services of laundry and dry-cleaning are performed within 3 hours);
• visa support;
• billiards (from 09:00 to 22:00).
4.16. Upon check-out from the Hotel the Guest shall effect the final payment for the services rendered, including the additional services, and give the key to the room to the manager.
4.17. The Hotel, provided that these Rules are complied with, shall guarantee to the Guest the right to use the services rendered by the Hotel, upon that the Hotel shall not assume the obligation of rendering the services promised to the Guest by third parties.
5. Guest’s Responsibilities
5.1. The Guest shall be obliged to comply with the provisions of the Rules of Accommodation in the Hotel and take into account the contents thereof.
5.2. The Guests should take good care of the property, equipment of the Hotel, comply with the health and safety regulations and public order.
5.3. In case of loss or damage of the Hotel’s property, compensate for the damage according to the procedure provided for by the applicable laws. The damage amount shall be specified by the prices according to the price list approved by the General Director.
5.4. Respect cleanliness and keep order.
5.5. Keep silence; in case of riot, the Hotel shall reserve the right to appeal to law enforcement for instituting administrative action against the guilty persons. (According to Article 2.1. of the Code of Administrative Offences: riot from 22:00 to 07:00 (Monday-Friday included) and from 23:00 to 10:00 (Saturday, Sunday and non-working public holidays established by the federal laws) shall result in a warning or imposition of an administrative fine in the amount of five hundred to two thousand rubles).
5.6. Familiarize himself/herself with the Fire Safety Rules available in the room in the information folder for guests and strictly comply with them.
5.7. Leaving the room, close the taps, windows, switch off the light and other electrical appliances.
5.2. The Guests should take good care of the property, equipment of the Hotel, comply with the health and safety regulations and public order.
5.3. In case of loss or damage of the Hotel’s property, compensate for the damage according to the procedure provided for by the applicable laws. The damage amount shall be specified by the prices according to the price list approved by the General Director.
5.4. Respect cleanliness and keep order.
5.5. Keep silence; in case of riot, the Hotel shall reserve the right to appeal to law enforcement for instituting administrative action against the guilty persons. (According to Article 2.1. of the Code of Administrative Offences: riot from 22:00 to 07:00 (Monday-Friday included) and from 23:00 to 10:00 (Saturday, Sunday and non-working public holidays established by the federal laws) shall result in a warning or imposition of an administrative fine in the amount of five hundred to two thousand rubles).
5.6. Familiarize himself/herself with the Fire Safety Rules available in the room in the information folder for guests and strictly comply with them.
5.7. Leaving the room, close the taps, windows, switch off the light and other electrical appliances.
6. Hotel’s Responsibilities
6.1. Ensure the quality of the services rendered, stated by the Hotel.
6.2. Provide full information on the services rendered by the Hotel, form and procedure of payment for them, place the information in the rooms in the Guest’s Folder and in the Reception and Servicing Department of the Hotel.
6.3. Provide at the first request of the Guest the Customer Feedback Book available at the Reception and Servicing Department of the Hotel.
6.4. Immediately consider the demands and complaints of the Guests.
6.2. Provide full information on the services rendered by the Hotel, form and procedure of payment for them, place the information in the rooms in the Guest’s Folder and in the Reception and Servicing Department of the Hotel.
6.3. Provide at the first request of the Guest the Customer Feedback Book available at the Reception and Servicing Department of the Hotel.
6.4. Immediately consider the demands and complaints of the Guests.
7. It is not allowed at the Hotel to:
7.1. Leave unauthorized persons in the room when the guest is absent, as well as transfer the key to the room and the guest card to unauthorized persons.
7.2. Live in the room with animals and birds.
7.3. Keep lumber in the room (boxes of size more than 50x50 should be kept in the Hotel’s luggage room for convenience of room cleaning, as well as the Guests’ personal safety), explosives, toxic materials, weapon. Weapon, as well as other valuables, should be kept in the safe-deposit box in the Reception and Servicing Department.
7.4. Use heating appliances, except for the appliances installed in the room.
7.5. Take away from the room the furniture, bedding and bathroom supplies, move the furniture without agreement with the Hotel’s administration.
7.6. Throw out the garbage and bottles from the Hotel’s windows.
7.7. Smoke outside the special places for smoking. (Smoking in the whole territory of the Hotel is prohibited according to the requirements of Federal Law dated 23 February 2013 No. 15-FZ On Protection of Health of the Public from Exposure to Environmental Tobacco Smoke and Consequences of Tobacco Use from 01 June 2014).
7.8. Upon detection of smoking in the territory of the Hotel (outside the special places for smoking), the Guest shall additionally pay for the Hotel’s expenses for elimination of the consequences of smoking and negative impact of tobacco smoke.
7.9. The Guest has been informed that the following requirements to compensation for the damage inflicted by smoking are established in Volna Hotel, in the amount of the expenses for elimination of the consequences of smoking:
• laundry of curtains — 1,500 rubles,
• cleaning of carpet — 1,000 rubles,
• cleaning of soft furniture — 1,000 rubles,
• polish of wooden surfaces and air handling with special antismoking means — 500 rubles.
7.10. Please use the special place for smoking. You may get the information on the location of the special place for smoking in the Reception and Servicing Department.
7.11. Intrude upon leisure of other Guests, originating noise.
7.12. Openly carry any type of civil, service, military weapon belonging to the guests residing at the Hotel, including in case of their official duty performance, as well as special equipment.
7.2. Live in the room with animals and birds.
7.3. Keep lumber in the room (boxes of size more than 50x50 should be kept in the Hotel’s luggage room for convenience of room cleaning, as well as the Guests’ personal safety), explosives, toxic materials, weapon. Weapon, as well as other valuables, should be kept in the safe-deposit box in the Reception and Servicing Department.
7.4. Use heating appliances, except for the appliances installed in the room.
7.5. Take away from the room the furniture, bedding and bathroom supplies, move the furniture without agreement with the Hotel’s administration.
7.6. Throw out the garbage and bottles from the Hotel’s windows.
7.7. Smoke outside the special places for smoking. (Smoking in the whole territory of the Hotel is prohibited according to the requirements of Federal Law dated 23 February 2013 No. 15-FZ On Protection of Health of the Public from Exposure to Environmental Tobacco Smoke and Consequences of Tobacco Use from 01 June 2014).
7.8. Upon detection of smoking in the territory of the Hotel (outside the special places for smoking), the Guest shall additionally pay for the Hotel’s expenses for elimination of the consequences of smoking and negative impact of tobacco smoke.
7.9. The Guest has been informed that the following requirements to compensation for the damage inflicted by smoking are established in Volna Hotel, in the amount of the expenses for elimination of the consequences of smoking:
• laundry of curtains — 1,500 rubles,
• cleaning of carpet — 1,000 rubles,
• cleaning of soft furniture — 1,000 rubles,
• polish of wooden surfaces and air handling with special antismoking means — 500 rubles.
7.10. Please use the special place for smoking. You may get the information on the location of the special place for smoking in the Reception and Servicing Department.
7.11. Intrude upon leisure of other Guests, originating noise.
7.12. Openly carry any type of civil, service, military weapon belonging to the guests residing at the Hotel, including in case of their official duty performance, as well as special equipment.
8. Additional Information on the Accommodation Conditions
8.1. For safety reasons the Guest shall be obliged to register his/her Guests at the Reception and Servicing Department. If the Guest’s visitors have no documents of identification, the Guest shall sign an agreement that he/she releases the Hotel from liability for presence of unregistered visitors / visitors without documents in his/her room.
8.2. The Hotel shall be entitled to refuse further accommodation of the Guest in the Hotel in case of violation of these Rules and untimely payment for the Hotel’s services; upon that the Guest shall compensate for all the expenses actually incurred by the Hotel.
8.3. If the Guest checking in without preliminary reservation refuses to check in at the check-in date, the full amount shall be returned if the Guest came to the Reception and Servicing Department within the first hour after the check-in and did not use the room.
8.4. In case of expiration of the period of the Guest’s accommodation in the Hotel, upon absence of the Guest in the room from 12:00 to 18:00 of the expected check-out day (unless the accommodation period is extended and timely paid for), the Hotel’s administration may create a commission and make an inventory of the property located in the room of the absent guest and vacate the room. The administration shall place valuables in the form of money, precious metals, valuable documents for free storage to the safe-deposit box in the Reception and Servicing Department, the rest things shall be placed to the luggage room.
8.5. The Hotel, in accordance with Article 925 of the Civil Code of the Russian Federation, shall be liable for safety of the Guest’s belongings, except for money, other currency valuables, securities and other valuables.
8.6. The Hotel shall be liable for safety of the Guest’s belongings only if they are placed in the safe-deposit boxes located in the Reception and Servicing Department (provided free of charge).
8.7. The Guest detecting a loss, shortage or damage of his/her belongings shall immediately inform the Hotel’s administration at the Reception and Servicing Department. Otherwise the Hotel shall be released from liability for failure to keep the safety of the belongings.
8.8. In case of detecting lost property, the Hotel shall immediately inform the owner of the property if it is known. The Hotel shall keep the property left in the Hotel for 3 months. Valuables, large amounts of money shall be kept for up to 1 year.
8.9. The Guest shall be aware of and shall not object to the fact of using the CCTV systems in the Hotel premises (except for rooms and toilets).
8.10. In case of conflict resolution the Guest and the Hotel shall be guided by the Russian Federation Law Concerning the Protection of Consumer Rights and Resolution of the Government of the Russian Federation dated 18 November 2020 No. 1853 On Approval of the Rules of Hotel Services Rendering in the Russian Federation.
8.11. If the Guest has high temperature (37.0 or higher) and/or virus disease symptoms, the Guest shall be obliged to take a COVID-19 test at his/her own expense within 24 hours from the moment of check-in to the Hotel.
8.12. The Guest shall be obliged not to use the Hotel’s additional services, as well as leave the room during waiting for the results of the COVID-19 test. The restaurant services shall be rendered by contact-free delivery.
8.13. The Hotel shall be entitled to refuse accommodation of Guests in case of positive COVID-19 test result. In this case the Guest shall be obliged to leave the Hotel immediately and ask for assistance in the nearest medical institution.
8.14. For the purpose of fire and antiterrorist safety, the Guest shall be obliged to inform the manager on his/her car license plate number, as well as the mobile phone for communication.
If the car needs to be moved, the manager shall be obliged to inform the guest on this fact immediately. If the car creates obstacles for specialized vehicles (ambulance, fire service, emergency service), the State Road Safety Inspectorate employees may remove it outside the territory of the hotel parking or to another parking place which does not prevent from moving.
8.2. The Hotel shall be entitled to refuse further accommodation of the Guest in the Hotel in case of violation of these Rules and untimely payment for the Hotel’s services; upon that the Guest shall compensate for all the expenses actually incurred by the Hotel.
8.3. If the Guest checking in without preliminary reservation refuses to check in at the check-in date, the full amount shall be returned if the Guest came to the Reception and Servicing Department within the first hour after the check-in and did not use the room.
8.4. In case of expiration of the period of the Guest’s accommodation in the Hotel, upon absence of the Guest in the room from 12:00 to 18:00 of the expected check-out day (unless the accommodation period is extended and timely paid for), the Hotel’s administration may create a commission and make an inventory of the property located in the room of the absent guest and vacate the room. The administration shall place valuables in the form of money, precious metals, valuable documents for free storage to the safe-deposit box in the Reception and Servicing Department, the rest things shall be placed to the luggage room.
8.5. The Hotel, in accordance with Article 925 of the Civil Code of the Russian Federation, shall be liable for safety of the Guest’s belongings, except for money, other currency valuables, securities and other valuables.
8.6. The Hotel shall be liable for safety of the Guest’s belongings only if they are placed in the safe-deposit boxes located in the Reception and Servicing Department (provided free of charge).
8.7. The Guest detecting a loss, shortage or damage of his/her belongings shall immediately inform the Hotel’s administration at the Reception and Servicing Department. Otherwise the Hotel shall be released from liability for failure to keep the safety of the belongings.
8.8. In case of detecting lost property, the Hotel shall immediately inform the owner of the property if it is known. The Hotel shall keep the property left in the Hotel for 3 months. Valuables, large amounts of money shall be kept for up to 1 year.
8.9. The Guest shall be aware of and shall not object to the fact of using the CCTV systems in the Hotel premises (except for rooms and toilets).
8.10. In case of conflict resolution the Guest and the Hotel shall be guided by the Russian Federation Law Concerning the Protection of Consumer Rights and Resolution of the Government of the Russian Federation dated 18 November 2020 No. 1853 On Approval of the Rules of Hotel Services Rendering in the Russian Federation.
8.11. If the Guest has high temperature (37.0 or higher) and/or virus disease symptoms, the Guest shall be obliged to take a COVID-19 test at his/her own expense within 24 hours from the moment of check-in to the Hotel.
8.12. The Guest shall be obliged not to use the Hotel’s additional services, as well as leave the room during waiting for the results of the COVID-19 test. The restaurant services shall be rendered by contact-free delivery.
8.13. The Hotel shall be entitled to refuse accommodation of Guests in case of positive COVID-19 test result. In this case the Guest shall be obliged to leave the Hotel immediately and ask for assistance in the nearest medical institution.
8.14. For the purpose of fire and antiterrorist safety, the Guest shall be obliged to inform the manager on his/her car license plate number, as well as the mobile phone for communication.
If the car needs to be moved, the manager shall be obliged to inform the guest on this fact immediately. If the car creates obstacles for specialized vehicles (ambulance, fire service, emergency service), the State Road Safety Inspectorate employees may remove it outside the territory of the hotel parking or to another parking place which does not prevent from moving.
The Rules for Guests with Animals in Volna Hotel (hereinafter referred to as the “Hotel”) are set out below as follows.
9.1. General conditions
9.1.1. In the Hotel, pets can live with the Guest: cats or dogs of decorative breeds weighing up to 6 kg (hereinafter referred to as “animals”), as well as working dogs and guide dogs (hereinafter collectively referred to as “animals”, “pets”).
Dogs of decorative breeds can stay in a Hotel room together with the Guest only with the consent of the Hotel administration. Without the consent of the administration, the Guest’s accommodation is possible only with a working dog upon presentation of a document confirming that the Guest accompanying the working dog is an employee of the dog service of the federal executive body, and a document confirming the special training of the working dog, as well as with a guide dog upon presentation of a document confirming the disability of the visually impaired Guest, and a document confirming the special training of the guide dog.
9.1.2. When checking into the Hotel with an animal, the Guest must read the “Rules for Guests with Animals” and sign confirming his/her agreement to comply with these Rules.
9.1.3. The owner of the animal must notify the Hotel’s administration of his/her intention to stay with the pet in advance before reservation. In this case, the Guest shall be obliged to provide information on the animal (breed, age, size, weight and other special characteristics) and find out whether there are currently any special conditions/restrictions on its accommodation.
9.1.4. To accommodate an animal in a room with the Guest, the following tariff is set: room price + seven hundred (700) rubles.
9.2. Obligations of the owner of the animal to the Hotel:
9.2.1. The Guest must have a special container (cage) for the animal and a special mat for its sleep.
9.2.2. To feed the animal, the Guest must bring special dishes with him/her.
9.2.3. To take care of the animal’s natural needs that do not require walking, the Guest must bring with him/her a special litter tray or other special bedding.
9.2.4. The Guest must walk dogs only with a muzzle, collar and leash.
9.2.5. To carry out daily cleaning and/or minor repairs in the room, the Guest must ensure that the animal is not present during the provision of services or work and post an appropriate information sign on the front door. If there is no sign, the specified services and work will not be carried out.
9.2.6. Leaving the animal unattended in the room, the Guest must place it in a special container (cage), and inform the Hotel personnel about it. Restrictions imposed by the Hotel on Guests living with an animal:
- It is prohibited to walk an animal on sports facilities, playgrounds and lawns adjacent to the Hotel building.
- It is prohibited to feed and water an animal from dishes belonging to the Hotel.
- It is prohibited to wash an animal in the shower or bath of the room, or to use towels, bed sheets and other bedding belonging to the Hotel in relation to the animal.
- It is prohibited to comb, cut (shave and pluck) the fur, as well as cut the nails of animals in the room.
- It is prohibited to leave an animal in the room unattended outside of a special container (cage).
- It is prohibited to visit public catering establishments and public areas intended for recreation, sports, children’s play areas and similar specialized public places with animals.
9.3. Guest’s responsibility:
9.3.1. The pet owner shall take full responsibility for ensuring the proper maintenance of the animal in the room supply during their stay at the Hotel.
9.3.2. The pet owner shall bear all costs associated with damage and/or destruction of the Hotel property by the animal. In case of damage caused to the Hotel by animals, the Guest shall be obliged to compensate the losses in full by depositing additional funds in the amount necessary to cover the losses.
9.3.3. All risks associated with the behavior of a pet during its stay at the Hotel, which may entail damage to the property of third parties from among the Guests and/or employees of the Hotel, as well as damage to the health of the latter, shall also be borne by the owner of the animal.
9.3.4. The Guest has been informed that the following requirements to compensation for the damage inflicted by pets are established in Volna Hotel, in the amount of the expenses for elimination of the consequences: general cleaning of the room — five thousand (5,000) rubles.
9.4. Payment and refund of the security deposit
9.4.1. On the day of check-in at the Hotel with an animal, the Guest shall provide a Security Deposit in the amount of two thousand (2,000) rubles to the Reception and Servicing Department as a guarantee of payment for possible damage caused by animal during the stay at the Hotel.
9.4.2. At the time of check-out, the Guest shall “hand over” the hotel room to the Reception and Servicing Department employee. If any damage is caused to the Hotel (a room of the Hotel), the guest service employee shall draw up a Property Damage Report indicating the cost of this property in accordance with the price list.
9.4.3. If there is no damage, the Reception and Servicing Department will return the deposit to the Guest in full. The Hotel shall reserve the right to terminate the agreement with the Guest living with an animal in the event of:
- Violation of these Rules.
- Aggressive, inappropriate, noisy behavior of the animal.
9.1.1. In the Hotel, pets can live with the Guest: cats or dogs of decorative breeds weighing up to 6 kg (hereinafter referred to as “animals”), as well as working dogs and guide dogs (hereinafter collectively referred to as “animals”, “pets”).
Dogs of decorative breeds can stay in a Hotel room together with the Guest only with the consent of the Hotel administration. Without the consent of the administration, the Guest’s accommodation is possible only with a working dog upon presentation of a document confirming that the Guest accompanying the working dog is an employee of the dog service of the federal executive body, and a document confirming the special training of the working dog, as well as with a guide dog upon presentation of a document confirming the disability of the visually impaired Guest, and a document confirming the special training of the guide dog.
9.1.2. When checking into the Hotel with an animal, the Guest must read the “Rules for Guests with Animals” and sign confirming his/her agreement to comply with these Rules.
9.1.3. The owner of the animal must notify the Hotel’s administration of his/her intention to stay with the pet in advance before reservation. In this case, the Guest shall be obliged to provide information on the animal (breed, age, size, weight and other special characteristics) and find out whether there are currently any special conditions/restrictions on its accommodation.
9.1.4. To accommodate an animal in a room with the Guest, the following tariff is set: room price + seven hundred (700) rubles.
9.2. Obligations of the owner of the animal to the Hotel:
9.2.1. The Guest must have a special container (cage) for the animal and a special mat for its sleep.
9.2.2. To feed the animal, the Guest must bring special dishes with him/her.
9.2.3. To take care of the animal’s natural needs that do not require walking, the Guest must bring with him/her a special litter tray or other special bedding.
9.2.4. The Guest must walk dogs only with a muzzle, collar and leash.
9.2.5. To carry out daily cleaning and/or minor repairs in the room, the Guest must ensure that the animal is not present during the provision of services or work and post an appropriate information sign on the front door. If there is no sign, the specified services and work will not be carried out.
9.2.6. Leaving the animal unattended in the room, the Guest must place it in a special container (cage), and inform the Hotel personnel about it. Restrictions imposed by the Hotel on Guests living with an animal:
- It is prohibited to walk an animal on sports facilities, playgrounds and lawns adjacent to the Hotel building.
- It is prohibited to feed and water an animal from dishes belonging to the Hotel.
- It is prohibited to wash an animal in the shower or bath of the room, or to use towels, bed sheets and other bedding belonging to the Hotel in relation to the animal.
- It is prohibited to comb, cut (shave and pluck) the fur, as well as cut the nails of animals in the room.
- It is prohibited to leave an animal in the room unattended outside of a special container (cage).
- It is prohibited to visit public catering establishments and public areas intended for recreation, sports, children’s play areas and similar specialized public places with animals.
9.3. Guest’s responsibility:
9.3.1. The pet owner shall take full responsibility for ensuring the proper maintenance of the animal in the room supply during their stay at the Hotel.
9.3.2. The pet owner shall bear all costs associated with damage and/or destruction of the Hotel property by the animal. In case of damage caused to the Hotel by animals, the Guest shall be obliged to compensate the losses in full by depositing additional funds in the amount necessary to cover the losses.
9.3.3. All risks associated with the behavior of a pet during its stay at the Hotel, which may entail damage to the property of third parties from among the Guests and/or employees of the Hotel, as well as damage to the health of the latter, shall also be borne by the owner of the animal.
9.3.4. The Guest has been informed that the following requirements to compensation for the damage inflicted by pets are established in Volna Hotel, in the amount of the expenses for elimination of the consequences: general cleaning of the room — five thousand (5,000) rubles.
9.4. Payment and refund of the security deposit
9.4.1. On the day of check-in at the Hotel with an animal, the Guest shall provide a Security Deposit in the amount of two thousand (2,000) rubles to the Reception and Servicing Department as a guarantee of payment for possible damage caused by animal during the stay at the Hotel.
9.4.2. At the time of check-out, the Guest shall “hand over” the hotel room to the Reception and Servicing Department employee. If any damage is caused to the Hotel (a room of the Hotel), the guest service employee shall draw up a Property Damage Report indicating the cost of this property in accordance with the price list.
9.4.3. If there is no damage, the Reception and Servicing Department will return the deposit to the Guest in full. The Hotel shall reserve the right to terminate the agreement with the Guest living with an animal in the event of:
- Violation of these Rules.
- Aggressive, inappropriate, noisy behavior of the animal.
General Director
A.G. Egorov
These Accommodation and Servicing Rules of Volna Hotel (hereinafter referred to as the Hotel) are developed in accordance with the Law of the Russian Federation Concerning the Protection of Consumer Rights, based on Resolution of the Government of the Russian Federation dated 09 October 2015 No. 1085 On Approval of the Rules of Hotel Services Rendering in the Russian Federation (hereinafter referred to as the Resolution) and regulate the check-in and accommodation procedures at Volna Hotel LLC.
1. Check-in conditions
1.1. Volna Hotel is intended for temporary accommodation of Guests during the period agreed upon with the administration and registered according to the procedure established hereby. The time limit for registration of accommodation in the Hotel shall not be more than 30 days.
1.2. The Hotel is located at: 98 prospekt Lenina, Nizhny Novgorod
1.3. Working hours of the Hotel — 24 hours.
1.4. Check-in time — 14:00. Check-out time — 12:00. Check-in of the Guest before the specified time may be performed if there are vacant rooms.
1.5. Check-in shall be performed on a first-come, first-served basis. Priority check-in shall be regulated hereby.
1.6. Upon check-in the Guest shall provide the document of identification and effect the 100% payment for the whole period of accommodation in the Hotel.
1.7. The documents of identification of the Guest required for registration shall be as follows:
1.7.1. passport of the Russian Federation citizen certifying the identity of the Russian Federation citizen in the Russian Federation;
1.7.2. passport of the USSR citizen certifying the identity of the Russian Federation citizen before its replacement at the stated time with the passport of the Russian Federation citizen;
1.7.3. certificate of birth — for a person under the age of 14 years;
1.7.4. passport certifying the identity of the Russian Federation citizen outside the Russian Federation — for a person permanently residing outside the Russian Federation;
1.7.5. passport of a foreign citizen or another document stated by the federal law or recognized in accordance with the international treaty of the Russian Federation as an identification document of a foreign citizen;
1.7.6. document issued by a foreign state and recognized in accordance with the international treaty of the Russian Federation as an identification document of a stateless person;
1.7.7. temporary resident permit of a stateless person;
1.7.8. residence permit of a stateless person.
1.8. Minors shall be accommodated only with parents or substituting persons (foster parents etc.)
1.9. Foreign citizens and stateless persons shall pay a registration fee according to the established procedure.
1.10. Upon registration of accommodation the manager of the Reception and Servicing Department shall issue a guest card to the Guest with the magnetic key to the room, cash voucher and reporting documents upon payment for the services during the check-in, as well as register the citizens in accordance with the applicable laws of the Russian Federation. Upon registration of accommodation the Guest shall be obliged to familiarize himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered. Upon registration of accommodation the Guest shall be obliged to sign the Contract containing the general conditions of residence in the Hotel.
1.2. The Hotel is located at: 98 prospekt Lenina, Nizhny Novgorod
1.3. Working hours of the Hotel — 24 hours.
1.4. Check-in time — 14:00. Check-out time — 12:00. Check-in of the Guest before the specified time may be performed if there are vacant rooms.
1.5. Check-in shall be performed on a first-come, first-served basis. Priority check-in shall be regulated hereby.
1.6. Upon check-in the Guest shall provide the document of identification and effect the 100% payment for the whole period of accommodation in the Hotel.
1.7. The documents of identification of the Guest required for registration shall be as follows:
1.7.1. passport of the Russian Federation citizen certifying the identity of the Russian Federation citizen in the Russian Federation;
1.7.2. passport of the USSR citizen certifying the identity of the Russian Federation citizen before its replacement at the stated time with the passport of the Russian Federation citizen;
1.7.3. certificate of birth — for a person under the age of 14 years;
1.7.4. passport certifying the identity of the Russian Federation citizen outside the Russian Federation — for a person permanently residing outside the Russian Federation;
1.7.5. passport of a foreign citizen or another document stated by the federal law or recognized in accordance with the international treaty of the Russian Federation as an identification document of a foreign citizen;
1.7.6. document issued by a foreign state and recognized in accordance with the international treaty of the Russian Federation as an identification document of a stateless person;
1.7.7. temporary resident permit of a stateless person;
1.7.8. residence permit of a stateless person.
1.8. Minors shall be accommodated only with parents or substituting persons (foster parents etc.)
1.9. Foreign citizens and stateless persons shall pay a registration fee according to the established procedure.
1.10. Upon registration of accommodation the manager of the Reception and Servicing Department shall issue a guest card to the Guest with the magnetic key to the room, cash voucher and reporting documents upon payment for the services during the check-in, as well as register the citizens in accordance with the applicable laws of the Russian Federation. Upon registration of accommodation the Guest shall be obliged to familiarize himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered. Upon registration of accommodation the Guest shall be obliged to sign the Contract containing the general conditions of residence in the Hotel.
2. Conditions of priority check-in
2.1. Priority check-in shall be provided if there are vacant rooms to the following categories of persons:
2.1.1. Heroes of the Russian Federation and the Soviet Union, Full Cavaliers of the Order of Glory;
2.1.2. Participants in the Great Patriotic War;
2.1.3. First, second and third degree disabled persons and accompanying persons.
2.1.1. Heroes of the Russian Federation and the Soviet Union, Full Cavaliers of the Order of Glory;
2.1.2. Participants in the Great Patriotic War;
2.1.3. First, second and third degree disabled persons and accompanying persons.
3. Reservation conditions
3.1. Reservation is the Guest’s preliminary order of a room, not less than 1 day in advance, specifying the date and time of arrival with payment for the accommodation (guaranteed reservation) or without payment for the accommodation (unguaranteed reservation). Preliminary order of a room specifying the date and time of arrival performed by the Hotel’s tourist or corporate partner shall also be deemed guaranteed reservation.
3.2. Reservation of a room in the Hotel shall be performed by sending an application for reservation in the Hotel by mail, phone or other communication means, as well as by direct appeal to the Hotel’s Reception and Servicing Department.
Tel.: 831-295-19-00, 831-216-1-333
fax: 831-295-14-14
e-mail: welcome@volnahotel.ru
3.1. The reservation application should contain: full name of the Guest; information on the number of Guests, information on the number and category of rooms for each Guest; surname, name, patronymic (if any) of each Guest, citizenship of each Guest, dates and time of check-in and check-out of each Guest; information on the payer; information on the form of payment; information on the Guest’s contact person; the Guest’s signature. If any detail specified herein is absent, the Hotel may decline such application.
3.2. If additional services are required, the application should also contain the date and time of the service rendering, the number of Guests and other information.
3.3. The application should be sent not later than three (3) days before rendering of the Services. However, in certain cases, the Hotel shall be entitled to accept for execution an application sent two (2) hours before rendering of the Services.
3.4. The application shall be accepted for execution (i.e. reservation of the rooms/services is available) only if the Hotel has the required quantity of vacant (unreserved and unused) rooms of the specified category within the period specified in the application, and for additional services — only in case of possibility to render such services.
3.5. The hotel confirms reservation within twenty four (24) hours from the time of receiving the application, after which execution of the application shall become obligatory for both parties. The application confirmation shall be sent to the Guest by the channels, by which the Application was sent.
3.6. The reservation shall be deemed valid, i.e. the Hotel shall be obliged to render the services, only if the Guest has the reservation confirmation.
3.7. Alteration, cancellation (full or partial) of the reservation made (period of accommodation, number of Guests, number and categories of rooms) shall be possible only if the Guest sends the corresponding written document not later than twenty four (24) hours before the Guest’s check-in time specified in the confirmed reservation.
3.8. In case of guaranteed reservation, 100% prepayment shall be made for the whole period of accommodation or 100% prepayment for the first day with the further payment for the remaining period of accommodation in case of the Guest’s accommodation.
3.9. If, in case of guaranteed reservation with 100% prepayment for 1 day of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall become “unguaranteed” and shall be cancelled later, if the Guest does not provide the information on confirmation of this reservation.
3.10. If, in case of guaranteed reservation with 100% prepayment for the entire period of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall not be cancelled before receiving the Guest’s written refusal of the reservation. If the Guest’s written refusal of the reservation and accommodation service is absent within the paid period, the payment for each unused day of the Guest’s accommodation shall not be returned.
3.11. In case of unguaranteed (without prepayment) reservation, if the Guest did not specify the exact time of arrival, the reservation shall be cancelled on 17:00 of the check-in date, local time. If the Guest does not arrive before the abovementioned time, the Hotel shall be entitled to provide the reserved room (reserved hotel services) to another individual or legal entity independently.
3.12. If the Guest cancelled/altered the application with regard to provision of additional services, i.e. refused to perform this Contract with regard to provision of additional services in violation of the time limits established hereby or the Guest, not due to the Hotel’s fault, failed to use the additional services specified in the application, the Guest shall be obliged, without legal proceedings, to compensate the Hotel for all the actually incurred expenses as follows:
• service for organizing a transfer railway station - hotel / hotel - railway station and airport - hotel / hotel - airport, car rental with a driver, laundry and dry cleaning services, billiards - the term for canceling / changing the application is less than 1 working day in the amount of 50% of the cost of the relevant services;
• the guest did not cancel the application and did not use the service - the term for cancellation / change of the application is less than 1 business day in the amount of 100% of the cost of the relevant services;
• excursion service - the period of cancellation / change of the application in less than 2 business days in the amount of 50% of the cost of the relevant services;
visa support for issuing a single-entry tourist visa to enter Russia - if the service is canceled after the start of the paperwork procedure, 2240 rubles are returned;
• in case of cancellation of the application for accommodation of the Guest in hotel rooms after the start of the paperwork procedure, 2240 rubles are returned;
3.11 The Hotel has the system of cumulative discount cards with nominal value of 5%, 10%, 15%, 20%, entitling to a discount for the services rendered in accordance with the Regulation on Discount Cards.
3.12 Provision of discounts without the cumulative discount card: the SSO (sales and servicing office) Managers are entitled to provide a discount in the amount of 5% upon agreement with the SSO Head, discounts in the amount of 10%, 15% shall be provided upon agreement with the Commercial Director, Deputy Commercial Director or Sales Office Head, 20% — only upon agreement with the General Director of Volna Hotel LLC.
3.13 In case of actual check-in the Guest shall confirm that he/she has familiarized himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered, as well as has provided his/her consent to any processing of his/her personal data and photo and video recording, i.e. use of his/her image.
3.14 Upon the expiration of the agreed upon period, the Guest should leave the room (place). The persons wishing to extend the period of accommodation in the Hotel shall inform the Hotel manager not later than 12 hours before the end of the accommodation period. If vacant rooms (places) are absent, extension of the accommodation period may be refused.
3.15 In case of temporary departure from the Hotel, the Guest that did not inform the manager and did not pay for the period of absence in advance shall lose the right for accommodation and shall be obliged to leave the room.
3.20. If there are vacant rooms in the Hotel, the Guest shall be entitled to take a room of any category in case of full payment for the room. In case of full payment for a double room, it is possible to add one person at the request of the Guest.
3.21. At the request of the Guest, an additional place may be provided in the rooms of the “Suite Standard” categories on a convertible sofa under the conditions specified herein.
3.22. Upon further alteration of the application for reservation, the Guest shall provide the Hotel with the information not later than three days before check-in upon accommodation of more than 10 persons, a day before — upon accommodation of less than 10 persons.
3.2. Reservation of a room in the Hotel shall be performed by sending an application for reservation in the Hotel by mail, phone or other communication means, as well as by direct appeal to the Hotel’s Reception and Servicing Department.
Tel.: 831-295-19-00, 831-216-1-333
fax: 831-295-14-14
e-mail: welcome@volnahotel.ru
3.1. The reservation application should contain: full name of the Guest; information on the number of Guests, information on the number and category of rooms for each Guest; surname, name, patronymic (if any) of each Guest, citizenship of each Guest, dates and time of check-in and check-out of each Guest; information on the payer; information on the form of payment; information on the Guest’s contact person; the Guest’s signature. If any detail specified herein is absent, the Hotel may decline such application.
3.2. If additional services are required, the application should also contain the date and time of the service rendering, the number of Guests and other information.
3.3. The application should be sent not later than three (3) days before rendering of the Services. However, in certain cases, the Hotel shall be entitled to accept for execution an application sent two (2) hours before rendering of the Services.
3.4. The application shall be accepted for execution (i.e. reservation of the rooms/services is available) only if the Hotel has the required quantity of vacant (unreserved and unused) rooms of the specified category within the period specified in the application, and for additional services — only in case of possibility to render such services.
3.5. The hotel confirms reservation within twenty four (24) hours from the time of receiving the application, after which execution of the application shall become obligatory for both parties. The application confirmation shall be sent to the Guest by the channels, by which the Application was sent.
3.6. The reservation shall be deemed valid, i.e. the Hotel shall be obliged to render the services, only if the Guest has the reservation confirmation.
3.7. Alteration, cancellation (full or partial) of the reservation made (period of accommodation, number of Guests, number and categories of rooms) shall be possible only if the Guest sends the corresponding written document not later than twenty four (24) hours before the Guest’s check-in time specified in the confirmed reservation.
3.8. In case of guaranteed reservation, 100% prepayment shall be made for the whole period of accommodation or 100% prepayment for the first day with the further payment for the remaining period of accommodation in case of the Guest’s accommodation.
3.9. If, in case of guaranteed reservation with 100% prepayment for 1 day of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall become “unguaranteed” and shall be cancelled later, if the Guest does not provide the information on confirmation of this reservation.
3.10. If, in case of guaranteed reservation with 100% prepayment for the entire period of accommodation, the Guest did not use the accommodation service at the specified date of check-in and did not cancel the reservation one day before the expected date of check-in, then the prepayment for the first day of accommodation shall not be returned. This reservation shall not be cancelled before receiving the Guest’s written refusal of the reservation. If the Guest’s written refusal of the reservation and accommodation service is absent within the paid period, the payment for each unused day of the Guest’s accommodation shall not be returned.
3.11. In case of unguaranteed (without prepayment) reservation, if the Guest did not specify the exact time of arrival, the reservation shall be cancelled on 17:00 of the check-in date, local time. If the Guest does not arrive before the abovementioned time, the Hotel shall be entitled to provide the reserved room (reserved hotel services) to another individual or legal entity independently.
3.12. If the Guest cancelled/altered the application with regard to provision of additional services, i.e. refused to perform this Contract with regard to provision of additional services in violation of the time limits established hereby or the Guest, not due to the Hotel’s fault, failed to use the additional services specified in the application, the Guest shall be obliged, without legal proceedings, to compensate the Hotel for all the actually incurred expenses as follows:
• service for organizing a transfer railway station - hotel / hotel - railway station and airport - hotel / hotel - airport, car rental with a driver, laundry and dry cleaning services, billiards - the term for canceling / changing the application is less than 1 working day in the amount of 50% of the cost of the relevant services;
• the guest did not cancel the application and did not use the service - the term for cancellation / change of the application is less than 1 business day in the amount of 100% of the cost of the relevant services;
• excursion service - the period of cancellation / change of the application in less than 2 business days in the amount of 50% of the cost of the relevant services;
visa support for issuing a single-entry tourist visa to enter Russia - if the service is canceled after the start of the paperwork procedure, 2240 rubles are returned;
• in case of cancellation of the application for accommodation of the Guest in hotel rooms after the start of the paperwork procedure, 2240 rubles are returned;
3.11 The Hotel has the system of cumulative discount cards with nominal value of 5%, 10%, 15%, 20%, entitling to a discount for the services rendered in accordance with the Regulation on Discount Cards.
3.12 Provision of discounts without the cumulative discount card: the SSO (sales and servicing office) Managers are entitled to provide a discount in the amount of 5% upon agreement with the SSO Head, discounts in the amount of 10%, 15% shall be provided upon agreement with the Commercial Director, Deputy Commercial Director or Sales Office Head, 20% — only upon agreement with the General Director of Volna Hotel LLC.
3.13 In case of actual check-in the Guest shall confirm that he/she has familiarized himself/herself with these Rules, as well as the fire safety rules and other information on the services rendered, as well as has provided his/her consent to any processing of his/her personal data and photo and video recording, i.e. use of his/her image.
3.14 Upon the expiration of the agreed upon period, the Guest should leave the room (place). The persons wishing to extend the period of accommodation in the Hotel shall inform the Hotel manager not later than 12 hours before the end of the accommodation period. If vacant rooms (places) are absent, extension of the accommodation period may be refused.
3.15 In case of temporary departure from the Hotel, the Guest that did not inform the manager and did not pay for the period of absence in advance shall lose the right for accommodation and shall be obliged to leave the room.
3.20. If there are vacant rooms in the Hotel, the Guest shall be entitled to take a room of any category in case of full payment for the room. In case of full payment for a double room, it is possible to add one person at the request of the Guest.
3.21. At the request of the Guest, an additional place may be provided in the rooms of the “Suite Standard” categories on a convertible sofa under the conditions specified herein.
3.22. Upon further alteration of the application for reservation, the Guest shall provide the Hotel with the information not later than three days before check-in upon accommodation of more than 10 persons, a day before — upon accommodation of less than 10 persons.
4. Procedure of payment for the services rendered by the hotel
4.1. The services are rendered by the Hotel in accordance with the tariffs applicable in the Hotel. Price for a room (place in a room) shall be formed in accordance with the laws and include the value-added tax.
4.2. Payment for accommodation and services rendered by the Hotel shall be effected in Russian rubles in cash or by payment through a bank, as well as using credit cards MIR, VISA, Master Card, American Express, JCB, Diners Club International. In cases provided for by the Russian Federation laws it is possible to pay in foreign currency to the Hotel’s foreign currency account.
4.3. Payment for accommodation shall be charged in accordance with the established check-out time — from 12:00 of the current day, local time.
4.4. The Services shall be rendered under the condition of 100% prepayment, i.e. the Guest shall be obliged to pay for the services until the moment of rendering thereof. Upon that, in case of absence of payment the Hotel shall be entitled not to render the Services (to refuse to render the Services) for the Guest without any liability of the Hotel.
4.5. The final settlement between the Contractor and the Guest shall be made at the momentof check-out / completion of the services rendering.
4.6. The obligation on payment for the hotel services shall be deemed performed from the moment of:
4.7. crediting of money to the Hotel’s settlement account; cash receipt to the Hotel’s cash desk; writing off the money from the bank card; performance of the preauthorization transaction (i.e. blocking of money on the Guest’s account).
4.8. If after the Guest’s departure it is found out that he/she failed to pay for any services, the Hotel shall be entitled to use the data of his/her credit card to obtain the missing payment, i.e.the Guest provides such right without executing any separate documents.
4.9. The minimum paid period of accommodation in the Hotel shall be 1 day.
4.10. Reservation of a room shall not be charged.
4.11. In case of preliminary (guaranteed and unguaranteed) reservation:
4.11.1. The check-out time shall be always 12:00 and payment shall be charged in the amount of 100% cost of a room a day, which guarantees availability of the room for the guest from 14:00 to 12:00 of the following day upon any check-in time in the specified period.
4.11.2. In case of preliminary reservation and with the necessity of early check-in from 00:00 to 05:59 — the guest shall pay for 100% of the cost of the room of the selected category (breakfast included in the cost), reservation shall start from the previous day. In case of early check-in (from 06:00 to 12:00) the Guest shall additionally pay for 50% of the cost of the room as of the check-in date (including breakfast on the check-in day, in accordance with the working hours of the restaurant).
4.11.3. Check-in from 09:00 to 12:00 shall be possible without additional payment if there are vacant rooms (breakfast on the check-in day shall not be included into the price of the room).
4.12. In case of check-in without preliminary reservation:
4.12.1. In case of check-in from 14:00 to 23:59 — check-out shall be at 12:00 of the following day and payment shall be charged for a day.
4.12.2. In case of accommodation of the guest without preliminary reservation, before the time of guaranteed accommodation at the Hotel (from 00:00 to 12:00) the payment for early check-in shall be charged from the Guest in the amount of 50% of the cost of the room, later the payment shall be charged in accordance with the check-out time.
4.12.3. If it is necessary to extend the period of accommodation in the Hotel, the Guest may appeal to the Reception and Servicing Department 2 hours before the check-out time. If there are vacant rooms in the Hotel, the accommodation period may be extended according to the tariff applicable as of the moment of the Guest’s appeal.
4.12.4. In case of extension of the accommodation period from 12:00 to 23:00 of the current day — payment in the amount of 50% of the cost of the room a day shall be charged.
4.12.5. In case of extension of the accommodation period from 23:00 the accommodation shall be deemed extended for a day and payment for the additional day shall be charged according to the current tariff.
4.12.6. The additional services shall be rendered to the Guests at extra charge.
4.13. Accommodation and food for children in the Hotel:
4.13.1. Accommodation of children up to the age of 3 without an additional place shall be free of charge (breakfast included).
4.13.2. Accommodation of children at the age of 12 and older and the third adult with provision of an additional place shall be possible only in “Suite Standard” and “Business” rooms. Cost of accommodation on an additional bed shall be equal to: for children at the age of 3-12 years — 600 rubles a day; for adults and children at the age of 12 and older — 1,200 rubles a day. Upon that, the buffet breakfast shall be paid for additionally as follows: for children at the age of 3-12 years — 360 rubles, for adults and children at the age of 12 and older — 580 rubles.
4.14. The Hotel shall render the following services to Guests at no additional cost:
• call for ambulance, other special services;
• use of first aid kit;
• delivery of mail addressed to Guest to the room;
• wake-up by certain time;
• provision of boiling water, needles, threads, one set of tableware;
• transportation of luggage (24 hours);
• automobile parking (24 hours);
• fitness centre attendance (24 hours);
• keeping of personal luggage in the luggage room;
• use of individual safe-deposit box at the reception;
• call for a taxi (24 hours);
• tourist information (24 hours);
• use of ironing equipment in a special room (free of charge, working hours: 24 hours);
• wireless Internet;
• automated shoe cleaning (24 hours);
4.15. The Hotel renders the following additional services, the cost of which is not included into the accommodation cost:
• organization of transfer (from railway station to the hotel / from the hotel to the railway station, from the airport to the hotel / from the hotel to the airport);
• chauffeur driven car service;
• photocopying of documents (24 hours);
• telephone calls from the room (city, with a phonecard — inter-city, international);
• fax sending and receiving (24 hours);
• business centre services: personal computer, Internet, documents printing and scanning (24 hours);
• electronic mail receiving (24 hours);
• beauty salon services (prior registration is required);
• laundry services (working hours from 07:00 to 19:00, order is processed within 12 hours; express services of laundry and dry-cleaning are performed within 3 hours);
• visa support;
• billiards (from 09:00 to 22:00).
4.16. Upon check-out from the Hotel the Guest shall effect the final payment for the services rendered, including the additional services, and give the key to the room to the manager.
4.17. The Hotel, provided that these Rules are complied with, shall guarantee to the Guest the right to use the services rendered by the Hotel, upon that the Hotel shall not assume the obligation of rendering the services promised to the Guest by third parties.
4.2. Payment for accommodation and services rendered by the Hotel shall be effected in Russian rubles in cash or by payment through a bank, as well as using credit cards MIR, VISA, Master Card, American Express, JCB, Diners Club International. In cases provided for by the Russian Federation laws it is possible to pay in foreign currency to the Hotel’s foreign currency account.
4.3. Payment for accommodation shall be charged in accordance with the established check-out time — from 12:00 of the current day, local time.
4.4. The Services shall be rendered under the condition of 100% prepayment, i.e. the Guest shall be obliged to pay for the services until the moment of rendering thereof. Upon that, in case of absence of payment the Hotel shall be entitled not to render the Services (to refuse to render the Services) for the Guest without any liability of the Hotel.
4.5. The final settlement between the Contractor and the Guest shall be made at the momentof check-out / completion of the services rendering.
4.6. The obligation on payment for the hotel services shall be deemed performed from the moment of:
4.7. crediting of money to the Hotel’s settlement account; cash receipt to the Hotel’s cash desk; writing off the money from the bank card; performance of the preauthorization transaction (i.e. blocking of money on the Guest’s account).
4.8. If after the Guest’s departure it is found out that he/she failed to pay for any services, the Hotel shall be entitled to use the data of his/her credit card to obtain the missing payment, i.e.the Guest provides such right without executing any separate documents.
4.9. The minimum paid period of accommodation in the Hotel shall be 1 day.
4.10. Reservation of a room shall not be charged.
4.11. In case of preliminary (guaranteed and unguaranteed) reservation:
4.11.1. The check-out time shall be always 12:00 and payment shall be charged in the amount of 100% cost of a room a day, which guarantees availability of the room for the guest from 14:00 to 12:00 of the following day upon any check-in time in the specified period.
4.11.2. In case of preliminary reservation and with the necessity of early check-in from 00:00 to 05:59 — the guest shall pay for 100% of the cost of the room of the selected category (breakfast included in the cost), reservation shall start from the previous day. In case of early check-in (from 06:00 to 12:00) the Guest shall additionally pay for 50% of the cost of the room as of the check-in date (including breakfast on the check-in day, in accordance with the working hours of the restaurant).
4.11.3. Check-in from 09:00 to 12:00 shall be possible without additional payment if there are vacant rooms (breakfast on the check-in day shall not be included into the price of the room).
4.12. In case of check-in without preliminary reservation:
4.12.1. In case of check-in from 14:00 to 23:59 — check-out shall be at 12:00 of the following day and payment shall be charged for a day.
4.12.2. In case of accommodation of the guest without preliminary reservation, before the time of guaranteed accommodation at the Hotel (from 00:00 to 12:00) the payment for early check-in shall be charged from the Guest in the amount of 50% of the cost of the room, later the payment shall be charged in accordance with the check-out time.
4.12.3. If it is necessary to extend the period of accommodation in the Hotel, the Guest may appeal to the Reception and Servicing Department 2 hours before the check-out time. If there are vacant rooms in the Hotel, the accommodation period may be extended according to the tariff applicable as of the moment of the Guest’s appeal.
4.12.4. In case of extension of the accommodation period from 12:00 to 23:00 of the current day — payment in the amount of 50% of the cost of the room a day shall be charged.
4.12.5. In case of extension of the accommodation period from 23:00 the accommodation shall be deemed extended for a day and payment for the additional day shall be charged according to the current tariff.
4.12.6. The additional services shall be rendered to the Guests at extra charge.
4.13. Accommodation and food for children in the Hotel:
4.13.1. Accommodation of children up to the age of 3 without an additional place shall be free of charge (breakfast included).
4.13.2. Accommodation of children at the age of 12 and older and the third adult with provision of an additional place shall be possible only in “Suite Standard” and “Business” rooms. Cost of accommodation on an additional bed shall be equal to: for children at the age of 3-12 years — 600 rubles a day; for adults and children at the age of 12 and older — 1,200 rubles a day. Upon that, the buffet breakfast shall be paid for additionally as follows: for children at the age of 3-12 years — 360 rubles, for adults and children at the age of 12 and older — 580 rubles.
4.14. The Hotel shall render the following services to Guests at no additional cost:
• call for ambulance, other special services;
• use of first aid kit;
• delivery of mail addressed to Guest to the room;
• wake-up by certain time;
• provision of boiling water, needles, threads, one set of tableware;
• transportation of luggage (24 hours);
• automobile parking (24 hours);
• fitness centre attendance (24 hours);
• keeping of personal luggage in the luggage room;
• use of individual safe-deposit box at the reception;
• call for a taxi (24 hours);
• tourist information (24 hours);
• use of ironing equipment in a special room (free of charge, working hours: 24 hours);
• wireless Internet;
• automated shoe cleaning (24 hours);
4.15. The Hotel renders the following additional services, the cost of which is not included into the accommodation cost:
• organization of transfer (from railway station to the hotel / from the hotel to the railway station, from the airport to the hotel / from the hotel to the airport);
• chauffeur driven car service;
• photocopying of documents (24 hours);
• telephone calls from the room (city, with a phonecard — inter-city, international);
• fax sending and receiving (24 hours);
• business centre services: personal computer, Internet, documents printing and scanning (24 hours);
• electronic mail receiving (24 hours);
• beauty salon services (prior registration is required);
• laundry services (working hours from 07:00 to 19:00, order is processed within 12 hours; express services of laundry and dry-cleaning are performed within 3 hours);
• visa support;
• billiards (from 09:00 to 22:00).
4.16. Upon check-out from the Hotel the Guest shall effect the final payment for the services rendered, including the additional services, and give the key to the room to the manager.
4.17. The Hotel, provided that these Rules are complied with, shall guarantee to the Guest the right to use the services rendered by the Hotel, upon that the Hotel shall not assume the obligation of rendering the services promised to the Guest by third parties.
5. The guest’s responsibilities
5.1. The Guest shall be obliged to comply with the provisions of the Rules of Accommodation in the Hotel and take into account the contents thereof.
5.2. The Guests should take good care of the property, equipment of the Hotel, comply with the health and safety regulations and public order.
5.3. In case of loss or damage of the Hotel’s property, to compensate for the damage according to the procedure provided for by the applicable laws. The damage amount shall be specified by the prices according to the price list approved by the General Director.
5.4. Respect cleanliness and keep order.
5.5. Keep silence; in case of riot, the Hotel shall reserve the right to appeal to law enforcement for instituting administrative action against the guilty persons. (According to Article 2.1. of the Code of Administrative Offences: riot from 22:00 to 07:00 (Monday-Friday included) and from 23:00 to 10:00 (Saturday, Sunday and non-working public holidays established by the federal laws) shall result in a warning or imposition of an administrative fine in the amount of five hundred to two thousand rubles).
5.6. Familiarize himself/herself with the Fire Safety Rules available in the room in the information folder for guests and strictly comply with them.
5.7. Leaving the room, close the taps, windows, switch off the light and other electrical appliances.
5.8. Upon expiration of the paid accommodation period — leave the room.
5.2. The Guests should take good care of the property, equipment of the Hotel, comply with the health and safety regulations and public order.
5.3. In case of loss or damage of the Hotel’s property, to compensate for the damage according to the procedure provided for by the applicable laws. The damage amount shall be specified by the prices according to the price list approved by the General Director.
5.4. Respect cleanliness and keep order.
5.5. Keep silence; in case of riot, the Hotel shall reserve the right to appeal to law enforcement for instituting administrative action against the guilty persons. (According to Article 2.1. of the Code of Administrative Offences: riot from 22:00 to 07:00 (Monday-Friday included) and from 23:00 to 10:00 (Saturday, Sunday and non-working public holidays established by the federal laws) shall result in a warning or imposition of an administrative fine in the amount of five hundred to two thousand rubles).
5.6. Familiarize himself/herself with the Fire Safety Rules available in the room in the information folder for guests and strictly comply with them.
5.7. Leaving the room, close the taps, windows, switch off the light and other electrical appliances.
5.8. Upon expiration of the paid accommodation period — leave the room.
6. The hotel’s responsibilities
6.1. Ensure the quality of the services rendered, stated by the Hotel.
6.2. Provide full information on the services rendered by the Hotel, form and procedure of payment for them, place the information in the rooms in the Guest’s Folder and in the Reception and Servicing Department of the Hotel.
6.3. Provide at the first request of the Guest the Customer Feedback Book available at the Reception and Servicing Department of the Hotel.
6.4. Immediately consider the demands and complaints of the Guests.
6.2. Provide full information on the services rendered by the Hotel, form and procedure of payment for them, place the information in the rooms in the Guest’s Folder and in the Reception and Servicing Department of the Hotel.
6.3. Provide at the first request of the Guest the Customer Feedback Book available at the Reception and Servicing Department of the Hotel.
6.4. Immediately consider the demands and complaints of the Guests.
7. It is not allowed at the hotel
7.1. Leave unauthorized persons in the room when the guest is absent, as well as transfer the key to the room and the guest card to unauthorized persons.
7.2. Live in the room with animals and birds.
7.3. Keep lumber in the room (boxes of size more than 50x50 should be kept in the Hotel’s luggage room for convenience of room cleaning, as well as the Guests’ personal safety), explosives, toxic materials, weapon. Weapon, as well as other valuables, should be kept in the safe-deposit box in the Reception and Servicing Department.
7.4. Use heating appliances, except for the appliances installed in the room.
7.5. Take away from the room the furniture, bedding and bathroom supplies, move the furniture without agreement with the Hotel’s administration.
7.6. Throw out the garbage and bottles from the Hotel’s windows.
7.7. Smoke outside the special places for smoking. (Smoking in the whole territory of the Hotel is prohibited according to the requirements of Federal Law dated 23 February 2013 No. 15-FZ On Protection of Health of the Public from Exposure to Environmental Tobacco Smoke and Consequences of Tobacco Use from 01 June 2014).
7.8. Upon detection of smoking in the territory of the Hotel (outside the special places for smoking), the Guest shall additionally pay for the Hotel’s expenses for elimination of the consequences of smoking and negative impact of tobacco smoke.
7.9. The Guest has been informed that the following requirements to compensation for the damage inflicted by smoking are established in Volna Hotel, in the amount of the expenses for elimination of the consequences of smoking:
• laundry of curtains — 1,500 rubles,
• cleaning of carpet — 1,000 rubles,
• cleaning of soft furniture — 1,000 rubles,
• polish of wooden surfaces and air handling with special antismoking means — 500 rubles.
7.10. Please use the special place for smoking. You may get the information on the location of the special place for smoking in the Reception and Servicing Department.
7.11. Intrude upon leisure of other Guests, originating noise.
7.12. Openly carry any type of civil, service, military weapon belonging to the guests residing at the Hotel, including in case of their official duty performance, as well as special equipment.
7.2. Live in the room with animals and birds.
7.3. Keep lumber in the room (boxes of size more than 50x50 should be kept in the Hotel’s luggage room for convenience of room cleaning, as well as the Guests’ personal safety), explosives, toxic materials, weapon. Weapon, as well as other valuables, should be kept in the safe-deposit box in the Reception and Servicing Department.
7.4. Use heating appliances, except for the appliances installed in the room.
7.5. Take away from the room the furniture, bedding and bathroom supplies, move the furniture without agreement with the Hotel’s administration.
7.6. Throw out the garbage and bottles from the Hotel’s windows.
7.7. Smoke outside the special places for smoking. (Smoking in the whole territory of the Hotel is prohibited according to the requirements of Federal Law dated 23 February 2013 No. 15-FZ On Protection of Health of the Public from Exposure to Environmental Tobacco Smoke and Consequences of Tobacco Use from 01 June 2014).
7.8. Upon detection of smoking in the territory of the Hotel (outside the special places for smoking), the Guest shall additionally pay for the Hotel’s expenses for elimination of the consequences of smoking and negative impact of tobacco smoke.
7.9. The Guest has been informed that the following requirements to compensation for the damage inflicted by smoking are established in Volna Hotel, in the amount of the expenses for elimination of the consequences of smoking:
• laundry of curtains — 1,500 rubles,
• cleaning of carpet — 1,000 rubles,
• cleaning of soft furniture — 1,000 rubles,
• polish of wooden surfaces and air handling with special antismoking means — 500 rubles.
7.10. Please use the special place for smoking. You may get the information on the location of the special place for smoking in the Reception and Servicing Department.
7.11. Intrude upon leisure of other Guests, originating noise.
7.12. Openly carry any type of civil, service, military weapon belonging to the guests residing at the Hotel, including in case of their official duty performance, as well as special equipment.
8. Additional information on the accommodation conditions
8.1. For safety reasons the Guest shall be obliged to register his/her Guests at the Reception and Servicing Department. If the Guest’s visitors have no documents of identification, the Guest shall sign an agreement that he/she releases the Hotel from liability for presence of unregistered visitors / visitors without documents in his/her room.
8.2. The Hotel shall be entitled to refuse further accommodation of the Guest in the Hotel in case of violation of these Rules and untimely payment for the Hotel’s services; upon that the Guest shall compensate for all the expenses actually incurred by the Hotel.
8.3. If the Guest checking in without preliminary reservation refuses to check in at the check-in date, the full amount shall be returned if the Guest came to the Reception and Servicing Department within the first hour after the check-in and did not use the room.
8.4. In case of expiration of the period of the Guest’s accommodation in the Hotel, upon absence of the Guest in the room from 12:00 to 18:00 of the expected check-out day (unless the accommodation period is extended and timely paid for), the Hotel’s administration may create a commission and make an inventory of the property located in the room of the absent guest and vacate the room. The administration shall place valuables in the form of money, precious metals, valuable documents for free storage to the safe-deposit box in the Reception and Servicing Department, the rest things shall be placed to the luggage room.
8.5. The Hotel, in accordance with Article 925 of the Civil Code of the Russian Federation, shall be liable for safety of the Guest’s belongings, except for money, other currency valuables, securities and other valuables.
8.6. The Hotel shall be liable for safety of the Guest’s belongings only if they are placed in the safe-deposit boxes located in the Reception and Servicing Department (provided free of charge).
8.7. The Guest detecting a loss, shortage or damage of his/her belongings shall immediately inform the Hotel’s administration at the Reception and Servicing Department. Otherwise, the Hotel shall be released from liability for failure to keep the safety of the belongings.
8.8. In case of detecting lost property, the Hotel shall immediately inform the owner of the property if it is known. The Hotel shall keep the property left in the Hotel for 3 months. Valuables, large amounts of money shall be kept for up to 1 year.
8.9. The Guest shall be aware of and shall not object to the fact of using the CCTV systems in the Hotel premises (except for rooms and toilets).
8.10. In case of conflict resolution, the Guest and the Hotel shall be guided by the Russian Federation Law Concerning the Protection of Consumer Rights and Resolution of the Government of the Russian Federation dated 09 October 2015 No. 1085 On Approval of the Rules of Hotel Services Rendering in the Russian Federation.
8.11. If the Guest has high temperature (37.0 or higher) and/or virus disease symptoms, the Guest shall be obliged to take a COVID-19 test at his/her own expense within 24 hours from the moment of check-in to the Hotel.
8.12. The Guest shall be obliged not to use the Hotel’s additional services, as well as leave the room during waiting for the results of the COVID-19 test. The restaurant services shall be rendered by contact-free delivery.
8.13. The Hotel shall be entitled to refuse accommodation of Guests in case of positive COVID-19 test result. In this case the Guest shall be obliged to leave the Hotel immediately and ask for assistance in the nearest medical institution.
8.14. For the purpose of fire and antiterrorist safety, the Guest shall be obliged to inform the manager on his/her car license plate number, as well as the mobile phone for communication. If the car needs to be moved, the manager shall be obliged to inform the guest on this fact immediately. If the car creates obstacles for specialized vehicles (ambulance, fire service, emergency service), the State Road Safety Inspectorate employees may remove it outside the territory of the hotel parking or to another parking place which does not prevent from moving.
8.2. The Hotel shall be entitled to refuse further accommodation of the Guest in the Hotel in case of violation of these Rules and untimely payment for the Hotel’s services; upon that the Guest shall compensate for all the expenses actually incurred by the Hotel.
8.3. If the Guest checking in without preliminary reservation refuses to check in at the check-in date, the full amount shall be returned if the Guest came to the Reception and Servicing Department within the first hour after the check-in and did not use the room.
8.4. In case of expiration of the period of the Guest’s accommodation in the Hotel, upon absence of the Guest in the room from 12:00 to 18:00 of the expected check-out day (unless the accommodation period is extended and timely paid for), the Hotel’s administration may create a commission and make an inventory of the property located in the room of the absent guest and vacate the room. The administration shall place valuables in the form of money, precious metals, valuable documents for free storage to the safe-deposit box in the Reception and Servicing Department, the rest things shall be placed to the luggage room.
8.5. The Hotel, in accordance with Article 925 of the Civil Code of the Russian Federation, shall be liable for safety of the Guest’s belongings, except for money, other currency valuables, securities and other valuables.
8.6. The Hotel shall be liable for safety of the Guest’s belongings only if they are placed in the safe-deposit boxes located in the Reception and Servicing Department (provided free of charge).
8.7. The Guest detecting a loss, shortage or damage of his/her belongings shall immediately inform the Hotel’s administration at the Reception and Servicing Department. Otherwise, the Hotel shall be released from liability for failure to keep the safety of the belongings.
8.8. In case of detecting lost property, the Hotel shall immediately inform the owner of the property if it is known. The Hotel shall keep the property left in the Hotel for 3 months. Valuables, large amounts of money shall be kept for up to 1 year.
8.9. The Guest shall be aware of and shall not object to the fact of using the CCTV systems in the Hotel premises (except for rooms and toilets).
8.10. In case of conflict resolution, the Guest and the Hotel shall be guided by the Russian Federation Law Concerning the Protection of Consumer Rights and Resolution of the Government of the Russian Federation dated 09 October 2015 No. 1085 On Approval of the Rules of Hotel Services Rendering in the Russian Federation.
8.11. If the Guest has high temperature (37.0 or higher) and/or virus disease symptoms, the Guest shall be obliged to take a COVID-19 test at his/her own expense within 24 hours from the moment of check-in to the Hotel.
8.12. The Guest shall be obliged not to use the Hotel’s additional services, as well as leave the room during waiting for the results of the COVID-19 test. The restaurant services shall be rendered by contact-free delivery.
8.13. The Hotel shall be entitled to refuse accommodation of Guests in case of positive COVID-19 test result. In this case the Guest shall be obliged to leave the Hotel immediately and ask for assistance in the nearest medical institution.
8.14. For the purpose of fire and antiterrorist safety, the Guest shall be obliged to inform the manager on his/her car license plate number, as well as the mobile phone for communication. If the car needs to be moved, the manager shall be obliged to inform the guest on this fact immediately. If the car creates obstacles for specialized vehicles (ambulance, fire service, emergency service), the State Road Safety Inspectorate employees may remove it outside the territory of the hotel parking or to another parking place which does not prevent from moving.
General Director
A. G. Egorov
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