Accommodation Rules

The actual Rules for the provision of hotel services (hereinafter referred to as the "Rules") at the "Volna" hotel, located at: 98 Lenin Avenue, Nizhny Novgorod, have been developed based on the Resolution of the Government of the Russian Federation of November 18, 2020 No. 1853 "On approving the Rules for the provision of hotel services in the Russian Federation" (as amended on December 27, 2024) and the Law of the Russian Federation of February 7, 1992 No. 2300-1 "On Protection of Consumer Rights" (as amended on August 8, 2024).

RULES OF HOTEL SERVICES PROVISION

I. GENERAL PROVISIONS

1.1. The Hotel is intended for temporary accommodation of individuals for a period agreed with the Hotel administration.
1.2. The hotel operates 24/7.
1.3. The following terms and definitions are used in these Rules:
  Performer: LLC "Hotel "Volna"
  Consumer, Guest, Client: an individual who intends to order or purchase, or who orders, acquires, and/or uses the services of the Hotel solely for personal, family, household, and other non-business-related purposes.
  Customer: an individual (legal entity) who intends to order or purchase, or who orders or acquires hotel services in accordance with the hotel services agreement (hereinafter referred to as the "Agreement") for the benefit of the consumer.
  Booking - the process by which the Consumer orders basic and/or additional services of the Hotel in a specific quantity for use within a specified period, and under conditions defined by the Consumer's request and confirmed by the Hotel.
  Guaranteed booking - a booking with a prepayment for services. With guaranteed booking, the Hotel expects the Consumer until the check-out time of the day following the planned arrival day. In case of untimely cancellation of the booking, late arrival, or no-show by the Consumer, a fee for the actual room vacancy is charged from them or the client per night or for the entire period (if specified in the booking conditions). If delayed by more than a day, the contract is terminated. A preliminary room reservation with the specified date and time of arrival, made by a tourist or corporate partner of the Hotel, is also considered a guaranteed booking.
  Non-guaranteed booking - booking without prepayment for services. With non-guaranteed booking, the Hotel expects the Consumer until 05:00 pm local time on the planned arrival day. In the case of non-guaranteed booking, the Hotel has the right to cancel the booking unilaterally.
  Individual booking - booking fewer than 10 rooms simultaneously.
  Group booking - booking 10 or more rooms for the same period of stay.
  Check-in time – time set by the Provider for the arrival and departure of the Consumer.
  Check-in time - official time for the Consumer to check into the Hotel is 02:00 pm local time.
  If staying less than a day (24 hours), the fee is charged for a full day regardless of check-in and check-out times.
  Early check-in: Check-in of the Customer at the Hotel from 00:00 am to 12:00 pm noon on the day of arrival at the Hotel local time.
  Check-out time (settling hour): Official time of Customer's check-out from the Hotel - 12:00 pm local time.
  Late check-out: Customer's check-out from the Hotel after the check-out time.
  Adult: Guest's age is 18 years or older.
  Child: Guest's age is below 18 years.
1.4. Guest Registration Form: Document confirming (if signed by the consumer and the service provider representative) the conclusion of a contract between the consumer and the service provider for the provision of hotel services, as well as the guest's agreement to follow the requirements of these Rules.
1.5. When indicating time in these Rules, local time (Moscow time) is used.
1.6. These Rules, as well as fire safety regulations, are posted for the information of Consumers at the reception and service desk.
1.7. The compliance with these Rules is mandatory for the Hotel staff and for the Consumers.

II. Order of residence

2.1. Guest check-in at the Hotel is done based on the original identity document.
2.1.1. The documents provided by a guest who is a Russian citizen to verify their identity are as follows (Clause 18 of the Resolution of the Government of the Russian Federation dated November 18, 2020 No. 1853 "On Approval of the Rules for Providing Hotel Services in the Russian Federation"):
  passport of the Russian Federation citizen;
  passport of the USSR citizen, identifying the identity of the Russian Federation citizen, until its replacement within the established period with a passport of the Russian Federation citizen;
  birth certificate - for individuals under 14 years old;
  Passport of a Russian Federation citizen, certifying the identity of the Russian Federation citizen outside the Russian Federation, for an individual permanently residing outside the Russian Federation;
  Temporary identity document of the Russian Federation citizen.
2.1.2. Foreign citizens must present the following documents upon check-in:
2.1.2.1. Foreign citizen entering Russian Federation visa-free:
  passport of a foreign citizen or another document established by federal law or recognized in accordance with the international treaty of the Russian Federation as an identity document of a foreign citizen (Article 10 of Federal Law No. 115-FL of July 25, 2002 "On the legal status of foreign citizens in the Russian Federation");
  migration card with a mark of the border control authorities on the entry of this foreign citizen into the Russian Federation or with a mark of the territorial body of the federal executive authority in the field of migration on the issuance of this migration card to this foreign citizen;
The maximum duration of temporary stay in the Russian Federation for a foreign citizen arriving in Russia in a visa-free regime is ninety days, except for cases provided for by Federal Law No. 115-FL of July 25, 2002, "On the Legal Status of Foreign Citizens in the Russian Federation." In such cases, the foreign citizen is required to present documents confirming the extension of the stay in Russia (work permit, temporary residence permit, permanent residence permit, etc.).
2.1.2.2. foreign citizen who arrived in the Russian Federation in accordance with the visa requirements:
  foreign citizen's passport or other document established by federal law, or recognized in accordance with an international treaty of the Russian Federation as a document confirming the identity of a foreign citizen (Article 10 of Federal Law No. 115-FL of 25.07.02 "On the Legal Status of Foreign Citizens in the Russian Federation");
  migration card with a stamp from the border control authority indicating the entry of the foreign citizen into the Russian Federation, or with a stamp from the territorial body of the federal executive authority in the field of migration indicating the issuance of the migration card to the foreign citizen;
  document confirming the right to stay (reside) in the Russian Federation (visa, temporary residence permit, residence permit, etc.) (Resolution of January 15, 2007, N 9 on the procedure for migration registration of foreign citizens and stateless persons in the Russian Federation).
The duration of temporary stay of a foreign citizen in the Russian Federation in the regime requiring a visa is determined by the validity period of the visa issued to him, except for cases provided for by Federal Law (Articles 5, 5.1 of Federal Law No. 115-FL of July 25, 2002, "On the Legal Status of Foreign Citizens in the Russian Federation").
2.1.2.3. A stateless person presents one of the documents:
  A document issued by a foreign state and recognized in accordance with an international agreement of the Russian Federation as an identity document for a stateless person;
  Temporary residence permit;
  Residence permit;
  Other documents provided by federal law or recognized in accordance with an international treaty of the Russian Federation as identity documents for stateless persons. (Article 10 of Federal Law No. 115-FL of 07.25.02 "On the Legal Status of Foreign Citizens in the Russian Federation").
2.2. Foreign citizens are provided with a room in a hotel upon presentation of their foreign passport, migration card with an entry stamp from the Russian border control or a stamp from the territorial migration authority indicating the issuance of the card, as well as a document confirming the right to stay or reside in the Russian Federation (visa, temporary residence permit, residence permit).
2.3. The cohabitation of minors under the age of 14 with their legal representatives (parents, adoptive parents, guardians) is established based on the minor's birth certificate and a document verifying the identity and authority of the legal representative.
2.4. Accommodation of minors under the age of 14 in a hotel is carried out based on documents verifying the identity of the accompanying person(s), provided that the accompanying person(s) present a written consent from the legal guardians (one of them) and the birth certificates of these minors.
2.5. Accommodation of minors aged 14 and above in a hotel, in the absence of their legal guardians, is carried out based on documents verifying the identity of these minors, provided that a written consent of the legal guardians (one of them) is presented.
2.6. Persons under 18 years of age stay in the Hotel accompanied by parents or their legal guardians. Legal guardians include the minor's legal representatives, as well as adult relatives and other individuals accompanying the minor with the consent and at the request of the parents (legal guardians), provided that written consent is provided by the legal guardians (one of them).
2.7. When registering for accommodation, the reception and service department staff register the Guest, provide them with a Guest Card and a magnetic key providing access to the room for the agreed period of stay, a receipt, and accounting documents upon payment for services upon arrival.
2.8. Registration of Guests who are citizens of the Russian Federation at the Hotel is carried out in accordance with the Rules for registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation, approved by the Government of the Russian Federation by Resolution of July 17, 1995 N 713 "On approval of the Rules for registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation, and the list of persons responsible for receiving and submitting to the registration authorities documents for registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation".
2.9. Registration of Guests who are foreign citizens and stateless persons at the Hotel and their deregistration at the place of stay are carried out in accordance with the Rules for the implementation of migration registration of foreign citizens and stateless persons in the Russian Federation, approved by the Government of the Russian Federation by Resolution of January 15, 2007 No. 9 "On the procedure for the implementation of migration registration of foreign citizens and stateless persons in the Russian Federation".
2.10. The check-in time at the hotel is considered to be 02:00 pm on the date of arrival.
2.11. In case of early check-in, the Consumer may be denied hotel services until the check-in time, or hotel services may be provided with the condition that the Consumer pays for early check-in if rooms are available.
2.12. The hotel has the following check-out time: 12:00 pm.
2.13. The number of guests in the room should not exceed the hotel's specified capacity.
2.14. Upon expiration of the agreed-upon stay period, the Consumer is obligated to vacate the room with notification to the reception and service department. In the absence of information regarding an extension of the Consumer's stay at the time of the checkout hour, the Consumer's card is blocked, and a new one is issued only after the conditions of stay extension are agreed upon with the Consumer. The Hotel administration reserves the right to offer the Consumer another room.
2.15. Check-in at the hotel is done on a first-come, first-served basis.
2.16. The right to priority service at the hotel is granted to:
  Heroes of the Soviet Union, Heroes of the Russian Federation, full Cavaliers of the Order of Glory, and those equated to them;
  Invalids, participants of the Great Patriotic War, and individuals equated to them;
  Disabled individuals of the first, second, and third categories and their attendants;
  People who, in accordance with the current legislation of the Russian Federation, are granted the right to priority servicing at consumer service enterprises.
  Participants of the Special Military Operation.
Special military operation participants are provided with priority service upon presentation of a document confirming this right.

III. Booking conditions

3.1. If available, rooms can be booked by individuals in writing or orally, and by legal entities only in writing.
3.2. Room reservation at the Hotel is done by submitting a reservation request to the Hotel via postal, telephone, or other communication, as well as by directly contacting the Hotel's reception and service department.
Tel. +7(831)295-19-00, +7-987-395-15-51
E-mail: welcome@volnahotel.ru
3.3. When booking rooms by individuals verbally, the booking is considered completed upon confirmation of the booking with the Consumer's full name and notification of the booking number.
3.4. When booking rooms by individuals in writing or when booked by legal entities, the booking is considered completed upon written confirmation by the Hotel of the services ordered.
3.5. When booking Hotel services and payment by bank transfer, the Consumer sends a request to the Service Provider via electronic communication, including the following data:
  Last name, first name, patronymic of the Consumer (Consumers), citizenship of the Consumer;
  Check-in/Check-out date and time of the Consumer (Consumers);
  Category and number of rooms booked;
  Number of guests staying in the room(s);
  List of any pre-booked additional services;
  Information about the payer;
  Information about the payment method;
  Information about the Consumer's contact person;
  wishes, notes, additional comments; contact information (phone, fax, email address);
  Company details (for legal entities);
  Consumer/Consumer's representative signature.
If any required document specified in this section is missing, the Hotel has the right to refuse such a request.
3.6. When booking through telephone communication, the Consumer provides the specified data to the Executor's employee, who independently fills in the booking form.
3.7. The request must be submitted no later than 3 (Three) days before the provision of the Services. However, in certain cases, the Hotel may accept a request submitted 2 (Two) hours before the start of the provision of the Services.
3.8. Orders are accepted for execution (i.e., hotel room reservations/services can be made) only if the Hotel has the necessary number of available (unreserved and unused) hotel rooms of the specified category for the period indicated in the order, and for additional services - only if it is possible to provide such services.
3.9. The Hotel confirms the reservation within 24 (twenty-four) hours from the time of receiving the request, after which the execution of the request becomes mandatory for both parties. The confirmation of the reservation is carried out by informing the Guest through the same channels used for sending the Request.
3.10. Reservation is valid, i.e. the Hotel must provide services, only if the Guest has a confirmation of the reservation (for guaranteed booking).
3.11. Correction, cancellation, or annulment (fully or partially) of a reservation made (dates of stay, number of Guests, number and categories of rooms) is possible only upon the Guest's submission of the corresponding written document no later than 24 (Twenty-four) hours before the Guest's check-in time specified in the confirmed reservation.
3.12. With guaranteed booking, 100% prepayment of the total cost for the entire stay or 100% prepayment for the first night with the subsequent payment for the remaining duration of the stay upon Guest's check-in is required.
3.13. If the Guest with a guaranteed booking for 100% prepayment for 1 night stay did not utilize the accommodation service on the scheduled check-in day and did not cancel the booking at least one day prior to the expected check-in day, the prepayment for the first night stay is non-refundable. This booking transitions to "Unsecured" status and will be subsequently canceled if no confirmation information is received from the Guest.
3.14. If the Guest with a guaranteed booking for 100% prepayment for the entire stay did not utilize the accommodation service on the scheduled check-in day and did not cancel the booking at least one day prior to the expected check-in day, the prepayment for the first night stay is non-refundable. This booking will not be canceled until a written cancellation is received from the Guest. In the absence of a written cancellation of the booking and accommodation service by the Guest, during the paid period, the payment for each unused day of the Guest's accommodation service is non-refundable.
3.15. With non-guaranteed (without prepayment) booking, if the exact time of arrival is not specified by the Guest, the booking will be canceled at 17:00 on the check-in date in local time. In case the Guest does not arrive by the aforementioned time, Hotel has the right to allocate the reserved hotel room (reserved hotel services) to another physical or legal entity.
In case the Guest cancels/changes the request for additional services, i.e. refuses to fulfill the present Agreement regarding the provision of additional services, violating the deadlines established by these Rules, or the Guest, not due to the fault of the Hotel, does not use the additional services specified in the request, the Guest undertakes to compensate the Hotel for all actual expenses incurred in the following amount:

3.6. At the hotel, there is a system of accumulative discount cards with denominations of 5%, 10%, 15%, and 20%, providing discounts on the offered services in accordance with the Regulations on Discount Cards.
3.7. Discounts in the absence of an accumulated discount card: Receptionists are allowed to provide a 5% discount with the approval of the Front Office Manager, discounts of 10% and 15% are provided with the approval of the Commercial Director, a 20% discount is exclusively provided with the approval of the General Director of the "Volna" Hotel LLC.
3.8. Upon actual check-in, the Guest confirms that he has familiarized himself with the current Rules, as well as with the fire safety rules and other information about the services provided, and has also provided consent for any processing of his personal data and for photo and video recording, i.e. for the use of his image.
3.9. After the agreed upon period of stay has expired, the Guest is required to vacate the room (space). Individuals wishing to extend their stay at the Hotel must inform the Hotel administrator no later than 2 hours before the end of the stay period. In the event of a lack of available rooms (spaces), an extension of the stay period may be denied.
3.10. If the Guest temporarily leaves the Hotel without informing the administrator and without paying in advance for the period of absence, the Guest loses the right to accommodation and must vacate the room.
3.11. If there are available rooms in the Hotel, the Guest may occupy a room of any category upon full payment. In the case of full payment for a double room, it is possible to accommodate one person upon the Guest's request.
3.12. At the Guest's request, an additional bed may be provided in the "Classic Suite" and "Premium Suite" rooms in the living room on the terms specified in these rules/tariffs.
3.24. If the Guest wishes to make changes to the reservation, the Guest must provide the Hotel with the information no later than three days prior to the check-in date for reservations of more than 10 people, and one day prior for reservations of up to 10 people.

IV. Accommodation cost and payment procedure

4.1. Hotel services are provided by the Hotel based on a contract concluded in writing. The contract concluded with the Consumer - an individual who is not an individual entrepreneur, is a public contract.
The written form of the contract is considered to be fulfilled if one document (including electronic) is drawn up, signed by both parties, or if the Hotel confirms the application sent by the customer (Consumer) to the performer, as well as if the customer (Consumer) takes actions aimed at receiving services (including paying the performer the corresponding amount).
4.2. The contract is considered concluded upon payment for the reservation.
4.4. Payment for accommodation and services provided by the Hotel is made in accordance with the current tariffs in the Hotel. The room rate (bed in the room) is determined in accordance with the legislation and includes value-added tax.
4.5. The charge for accommodation is calculated based on the established check-in time from 12:00 pm local time each day.
4.6. Services are provided on the condition of 100% prepayment, which means that the Consumer must pay for the services before their provision begins. In case of non-payment, the Hotel has the right to not provide the Services (refuse to provide the Services) to the Consumer without any liability on the part of the Hotel.
4.7. When the Consumer pays for services provided by the Hotel in cash on the day of arrival with the Consumer's consent, a 100% prepayment is collected for the entire period of stay.
4.8. When the Consumer pays for Hotel services with a bank card on the day of arrival with the Consumer's consent, the payment for the entire period of stay is debited, or the Consumer's account is pre-authorized for the amount corresponding to the cost of the stay for the entire period and the cost of additional services selected by the Consumer. At the time of the Consumer's check-out from the Hotel, a final settlement is made for the services provided, debiting the Consumer's account with the actual amount for the services rendered.
4.9. Upon check-out from the Hotel, the Consumer settles the final bill for the services provided, including any additional charges, such as telephone calls (local calls - calls to mobile phone numbers, excluding calls within the Hotel), and returns the room key to the reception and service department staff.
4.10. If after the Guest has checked out it is discovered that they have not paid for some services, the Hotel may use the Guest's credit card information to obtain the missing payment without requiring any separate documentation, as the Guest provides this right implicitly.
4.11. The minimum length of stay in the Hotel is 1 day.
4.12. Payment is not charged for room reservation.
4.13. If the Consumer refused accommodation after check-in, having used the hotel room, the Consumer is charged a fee of 100% of the cost of staying per day.
4.14. The fee for the first day of stay is charged at 100% of the cost regardless of the check-in time.
4.15. When booking in advance (both guaranteed and non-guaranteed):
4.15.1. The calculated time is always 12:00 pm (noon), and a payment of 100% of the room rate per day is charged, guaranteeing the Guest availability of the room from 02:00 pm to 12:00 pm (noon) the following day regardless of the check-in time during that period.
4.15.2. In case of a pre-booking and the need for an early check-in from 00:00 am to 05:59 am, the guest pays 100% of the room rate in the selected category (breakfast included), with the reservation made from the previous day. For an early check-in (from 06:00 am to 12:00 pm), the guest pays an additional 50% of the room rate for the day of arrival (including breakfast on the day of arrival, according to the restaurant's operating schedule).
4.15.3. Check-in from 09:00 am to 12:00 pm is possible at no additional cost subject to availability of vacant rooms (breakfast on the day of arrival is not included in the room price).
4.16. At check-in without prior reservation:
4.16.1. At check-in from 02:00 pm to 11:59 pm, check-out is at 12:00 pm the next day, and payment is charged for one day.
4.16.2. At check-in without prior reservation, before the guaranteed check-in time at the hotel (interval from 00:00 am to 12:00 pm), a fee of 50% of the room rate is charged for early check-in. After that, payment is charged according to the check-out time.
4.16.3. If a guest needs to extend their stay at the hotel, they can contact the Front Desk 2 hours before the check-out time. If there are available rooms at the hotel, the stay can be extended at the current rate at the time of the guest's request.
4.16.4. When extending the stay from 12:00 pm to 11:00 pm of the current day, a fee of 50% of the room rate per day is charged.
4.16.5. When extending the stay from 11:00 pm, the stay is considered extended for another night, and the payment for the additional night is charged at the current rate.
4.16.6. Additional services are provided to guests for an extra fee.
4.17. Children's accommodation and meals at the Hotel:
4.17.1. Accommodation of children up to 3 years without an additional bed is provided free of charge (breakfast included).
4.17.2. Accommodation in the room for children over 12 years and the third adult with an extra bed is only possible in the "Lux Classic," "Lux Premium," "Deluxe Classic" rooms (on a sofa bed). The cost of accommodation on the extra bed is: for children from 3 to 12 years - 600 rubles per day; for adults and children over 12 years - 1500 rubles per person per day. In addition, the cost of the buffet breakfast is paid separately as follows: for children from 3 to 12 years - 600 rubles, for adults and children over 12 years - 1100 rubles.
4.18. Non-residents are allowed to visit guests staying at the hotel from 10:00 to 22:00 upon presentation of a valid identification document. After 22:00, the visitor is considered a guest staying in the room, and an additional fee is charged according to the established rates based on the room category.
4.19. During the Consumer's stay at the Hotel, relocation to another room of equivalent category due to reasons caused by the Consumer or without explanation can be done with an additional charge of 50% of the nightly rate paid at check-in. If there is no available room of an equivalent category, the Consumer may be relocated to a lower category room without paying the price difference or to a higher category room without a refund of the amount paid for the previous room. In this case, the higher category room must be paid for in full.
4.20. Relocation of the Consumer to another room of an equivalent category due to technogenic reasons (technical issues, accidents, etc.) caused by the Hotel is done without charging any additional fee. If there is no available room of an equivalent category, the Consumer, with their consent, may be provided with a room of a lower category with payment of the price difference, or a room of a higher category without having to pay the price difference.

V. Cost of services and payment procedure

5.1. All payments in the hotel are made in the currency of the Russian Federation - rubles. The duration of stay in the hotel is calculated according to the established check-in and check-out hours in the hotel.
5.2. The cost of staying overnight in the hotel in rooms of different categories and the cost of additional services are determined by the price list approved by the Executor.
5.3. In the basic rate for overnight stay in the hotel room, breakfast at the hotel restaurant may be included. The cost of meals included in the accommodation price but not used by the Consumer is non-refundable.
5.4. The Consumer is guaranteed the unchanged cost of services upon confirmation of the hotel service reservation in writing (via email, by signing a contract between the Executor and the Consumer) by accurately specifying the cost of the hotel services.
5.5. Additional accommodation of Consumers in the room is possible based on a document confirming the Consumer's identity.
5.6. Hourly payment for accommodation at the Hotel is not provided.
5.7. За Hotel services rendered by the Performer can be paid as follows:
  cash payment;
  by credit/debit card;
  by bank transfer.
5.8. Payment for hotel services in cash is made at the reception desk and in the public catering points on the hotel premises.
5.10. Payment for hotel services at the hotel can be made using bank cards of payment systems legally operating in the Russian Federation and configured at the payment terminals.
5.11. Payment for the services of the Executor by credit card can be made:
-by the cardholder for the services of the Hotel provided personally to him;
- by the cardholder for the services of the Hotel provided to a third party in his presence at the time of payment;
- by the cardholder for the services of the Hotel provided to a third party without his personal presence at the time of payment by providing a payment link for Hotel services through online acquiring.
5.12. Additional paid services of the Hotel are paid by the Consumer according to the current price list of the Executor.
5.13. In case the Consumer checks out of the Hotel without paying for additional services or late checkout, the Hotel has the right to deduct the payment amount from the funds authorized (blocked) on the Consumer's credit card.
5.14. If the Consumer pays for additional (not included in the accommodation price) catering services, a refund is possible until the start time of the catering service.
5.15. The refund is issued in the same form as the payment for the services of the Executor.
5.16. For the refund of funds paid in cash or by credit card to the Executor, the Consumer fills out a refund application with the confirmed refund amount, a document confirming identity, and the original receipt at the Guest reception and service desk.
5.17. The refund of funds paid in cash, with the presentation of the original payment receipt by the Consumer, is processed round the clock upon the Consumer's request.
5.18. The refund of funds paid by bank card is processed upon the holder's written request and presentation of identification document, round the clock upon request. The timeline for the refunded funds to be credited is regulated by the issuing bank of the card.
5.19. In case of absence of the receipt, the refund is processed based on point 5 of Article 18 of the Law of the Russian Federation dated 07.02.1992 № 2300-1 "On Protection of Consumer Rights", provided that the Consumer's request includes the signature of Front Office Manager.
5.20. For the refund of funds paid by the Consumer using internet acquiring, bank transfer to a current account, or crediting to a personal account through the Hotel's website, the Consumer must approach the administrator of the reception and service department with a written request. The request should include the total planned period of stay, actual period of stay, payment form, date, and amount paid, the refundable amount, and the details for the refund. The Consumer must attach a copy of their passport and a document confirming the payment (payment order, bank statement, etc.) to the request. In this case, the refund will be processed within 10 days to the provided Consumer's details.
5.21. To receive a refund for hotel services paid for by the Guest through a travel agency or booking agency, the Guest must contact the organization that received the payment.
5.22. The hotel provides guests with the following types of services at no additional cost:
- calling an ambulance or other special services;
- usage of a medical kit;
- delivery to the guest's room of correspondence received in their name;
- alarm set for a specific time;
- provision of boiling water, needles, threads, one set of dishes and cutlery;
- car parking (24/7);
- gym access (07:00 am - 11:00 pm);
- personal baggage storage in storage room;
- Individual safe deposit box usage at the reception desk.;
- taxi service (24/7);
- tourist information (24/7);
- use of ironing equipment in a specially designated room (operating hours: 24/7);
- self-service laundry facilities;
- wireless Internet connection.
5.23. The hotel offers the following additional services, the cost of which is not included in the accommodation price:
- transfer organization (railway station - hotel / hotel - railway station, airport - hotel / hotel - airport).
- car rental with driver;
- document copying service (24/7);
- phone communication from the number (internal calls).
- business center services: printing and scanning documents (24/7).
- receiving email (24/7).
- laundry services (Monday to Friday, 09:00 am -05:00 pm), order processing within 12 hours; dry cleaning services completed within 1 day (excluding Saturdays, Sundays, and holidays).
- billiards (from 09:00 am to 10:00 pm).
5.24. Service "additional bed" includes:
- Provision of extra bed linens, bath towels, hand towels, and face towels upon the Consumer's request.
5.25. When checking out of the Hotel, the Consumer settles the final payment for the services provided, including additional services, and returns the room key to the receptionist.
5.26. The hotel, provided that the current rules are followed, guarantees the Consumer the right to use the services provided by the hotel, while the hotel does not assume any obligations to provide services promised to the Consumer by third parties.

VI. Consumer Rights and Responsibilities

  6.1.  The consumer is obliged to:
  timely pay for the Hotel services;
  upon expiration of the paid period of accommodation in the Hotel, vacate the room;
  Maintain silence; in case of disturbance of peace and quiet of other Guests, the Hotel reserves the right to contact law enforcement authorities to hold those responsible accountable (in accordance with Article 2.1 of the Administrative Offenses Code: violation of peace and quiet of citizens from 10:00 pm to 07:00 am (Monday to Friday inclusive) and from 11:00 pm to 10:00 am (Saturday, Sunday, and non-working public holidays established by federal legislation) may result in a warning or imposition of an administrative fine on individuals ranging from five hundred to two thousand rubles).
  Immediately inform the Executor's administration about the disappearance of personal belongings from the room to take action to locate them;
  immediately inform the Executor's administration about the loss of the electronic room key card for timely blocking;
  immediately inform the Executor's administration about the discovery of unattended items;
  follow cleanliness and established living order;
  handle the Hotel's property and equipment carefully;
  compensate for any material damage in case of loss or damage to the Hotel's property in accordance with the current legislation. The amount of damage is determined based on the price list approved by the Hotel's General Manager;
  strictly adhere to fire safety rules;
  when leaving the room, close the water taps, windows, turn off the lights, television, and other electrical appliances;
  register visitors staying in the room after 11:00 pm.
6.2. Consumer is prohibited:
  leaving unauthorized visitors in the room, as well as giving them the room key and Guest card.
  removing Hotel property from the room;
  using electric heating devices, except for devices installed in the room;
  moving large furniture in the room;
  smoking in Hotel rooms and public areas is strictly prohibited according to the Federal Law of the Russian Federation "On protection of citizens' health from exposure to secondhand smoke and the consequences of tobacco use" No. 15-ФЗ of February 23, 2013. Hotel rooms and public areas are designated as non-smoking areas. In case of smoking on the hotel premises (outside designated smoking areas), the Guest will be charged additionally for the expenses incurred by the Hotel to remove the consequences of tobacco smoke and harmful effects of secondhand smoke.
Guests are informed that Hotel "Volna" has the following requirements for compensation for damages caused by smoking, in the amount of expenses for a set of measures to eliminate the consequences of smoking (washing curtains, cleaning carpets, cleaning upholstered furniture, polishing wooden surfaces, and treating the air with special anti-smoke agents):
In Standard Business, Deluxe Classic, Classic Luxury, and Premium Luxury rooms: 5000 (five thousand) rubles.
In Diplomatic Suite rooms: 15,000 (fifteen thousand) rubles.
On the premises of Hotel "Volna" (outside the rooms): 5000 (five thousand) rubles.
Please use the designated smoking area. Information about the location of the designated smoking area can be obtained by contacting the Front Office.
  disturbing the peace of other Consumers by creating noise;
  being in the public areas of the Hotel while under the influence of alcohol or narcotics;
  being in public areas of the Hotel naked, in underwear, or with bare torso;
  consuming alcoholic beverages or other drinks, as well as food brought with you, in dining areas and public spaces of the Hotel;
  taking dishes, cutlery, food, and drinks out of the Hotel without prior authorization from the management;
  misusing fire extinguishing equipment located in fire cabinets without a valid reason;
  storing bulky items (boxes, containers larger than 50x50 cm) in the room. Such items should be stored in the hotel storage room to facilitate room cleaning and ensure the personal safety of other guests;
  bringing and storing weapons, explosives, easily flammable, corrosive, poisonous, toxic, narcotic substances, and other hazardous items (including goods, substances, and items prohibited for circulation) is prohibited. Guests who, by the nature of their activities, have the right to carry and store weapons must provide documents upon request from the service provider confirming this right (weapons are understood as means recognized as such in accordance with the Federal Law "On Weapons" dated 13.12.1996 № 150-FL);
  conducting professional photo/video shooting for commercial purposes without the permission of the service provider in service areas, restaurant kitchens, and other areas closed to general access is prohibited. Photo/video shooting may be carried out in accordance with the Law of the Russian Federation dated 27.12.1991 No. 2124-1 "On Mass Media": by a journalist presenting a press card in public access areas, namely: halls, elevators, hotel room inventory, conference rooms, and restaurant halls;
  during photography and videography on the premises of the Hotel, the Consumer must ensure the rights of other Consumers are respected. According to article 152.1 of the Civil Code of the Russian Federation "Protection of an Individual's Image," video and photo shooting of individuals can only be done with their consent;
  keeping animals in the room without prior approval from the Hotel administration. Accommodating animals in the room is allowed upon coordination with the Hotel administration, payment of a special tariff approved by the Hotel management's order, and compliance with the Rules of Stay with animals (Appendix №1 to these rules);
  independently moving furniture, plants, and interior items located in the public areas of the Hotel.
6.3. The Consumer acknowledges and does not object to the use of surveillance systems in the Hotel premises (excluding rooms and public restrooms).
6.4. The Consumer must pay for the services actually provided in accordance with the current price list at the Hotel upon check-out.
6.5. In accordance with p.2 of art. 925 of the Civil Code of the Russian Federation, the Executor is not liable for money, currency values, securities, and other valuable items if they were not accepted by the Hotel for storage in a deposit box at the reception. The Consumer who discovers loss, shortage, or damage to their belongings must report this promptly to the Hotel administration at the "Reception and Service Department." Otherwise, the Hotel is released from liability for the preservation of belongings. In case forgotten belongings are found, the Hotel immediately notifies the owner if known. The Hotel keeps the forgotten item in the Hotel for 3 months. Valuable belongings and large sums of money are stored for up to 1 year.
6.6. Musical and other acoustically loud events, including those involving pyrotechnics, are only allowed with the consent of the Executor's administration, strictly in designated areas for such purposes and at agreed-upon times.

VII. Rights and Responsibilities of the Hotel administration

7.1. The service level at the Hotel must correspond to the requirements of its assigned category.
7.2. The Hotel Administration is obliged to inform Consumers about the basic and additional services provided, as well as the form and procedure of payment when arranging accommodation at the Hotel.
7.3. At the Consumer's request, the Hotel may provide additional services for a fee in accordance with the list and price list for additional services. The cost of services not included in the room rate is specified in the informational sheets and registers of the respective departments (at the reception, in the restaurant and bar, in the hotel room stock).
7.4 In the event of a Consumer's violation of these Rules, late payment for accommodation or additional services provided, the Consumer may be evicted from the Hotel.
7.5. The Consumer may be denied further accommodation in the Hotel in case of violation of these Rules and late payment for services provided.
7.6. The book of reviews and suggestions is located in the consumer corner on the Reception Desk.
7.7. Requirements and complaints are considered immediately, but no later than ten days from the date of the complaint submission.
7.8. According to the hotel classification regulations, the change of bed linen and towels is done once every 2 days.
An additional change of linen and towels can be done upon request by the Consumer.
7.9. The hotel reserves the right to enter the room without the Guest's consent, even if there is a "Do Not Disturb" sign on the door, in case of smoke, fire, flooding, violation of the Guest's stay, public order, use of household appliances, or lack of contact with the Guest for 24 hours.
7.10. Musical and other acoustically loud events, including the use of pyrotechnics, noise and lighting effects, laser pointers, smoke machines, and similar devices, are only allowed with the consent of the performer's administration, strictly in designated locations for these purposes and at agreed-upon times.

VIII. Other conditions

8.1. For safety reasons, the Consumer must register their Guests at the reception and service department. In the absence of identification documents for the Consumer's visitors, the Consumer must sign an agreement releasing the Hotel from liability for the presence of unregistered visitors/visitors without documents in the room.
8.2. The Hotel has the right to refuse further accommodation to the Consumer in case of violation of these Rules and untimely payment for the Hotel services. In this case, the Consumer reimburses the Hotel for the actual expenses incurred.
8.3. In case the Guest, who checks in without a prior reservation, refuses accommodation on the day of arrival, a full refund will be issued if the Guest approaches the Front Desk within the first hour after check-in and does not use the room.
8.4. In case the Guest's stay period at the Hotel expires and the Guest is absent in the room from 12:00 pm to 18:00 pm on the day of the planned departure (if the stay is not extended or paid for on time), the Hotel administration reserves the right to form a committee, make an inventory of the items in the absent Guest's room, and release the room. Any valuables such as money, precious metals, valuable documents will be placed in a deposit box at the Reception Desk for free storage, while other belongings will be placed in the storage room.
8.5. To ensure fire safety and anti-terrorist security, the Guest undertakes to inform the administrator of the room number of their car parked in the guest parking area, as well as their mobile phone number for communication purposes.
8.6. If it is necessary to move the car, the receptionist undertakes to immediately inform the Guest of this fact. If the car obstructs the movement of specialized vehicles (emergency, fire, emergency services), it may be evacuated from the hotel parking area or to another location in the parking lot to allow the passage by traffic police officers.
8.7. In cases not covered by these rules, the Hotel Administration and the Guest shall be guided by the current legislation of the Russian Federation.

Annex №1

Rules of living with pets

General terms:
1. In the Hotel, guests are permitted to stay with pets. "Pet" includes all breeds of dogs and cats weighing up to 6 kg, as well as service dogs and guide dogs (referred to as pets in this document). Pets may stay in the Hotel room with the guest only with the consent of the Hotel administration.
2. The Hotel reserves the right to determine the possibility of accommodating a particular pet in the room.
3. Residency with wild animals is prohibited.
4. Without the consent of the Hotel's administration, the Consumer can only stay with a service dog if they present a document confirming that the Consumer, accompanying the service dog, is an employee of the canine service of a federal executive authority, along with a document confirming the special training of the service dog. This also applies to guide dogs, where the Consumer must present a document confirming the Consumer's visual impairment, and a document confirming the special training of the guide dog.
5. When checking into the Hotel with a pet, the Consumer must read and agree to the "Pet Policy" and sign to confirm their compliance with these rules.
6. Pet accommodation is allowed with an International veterinary passport (the passport form and requirements for its completion are established by the Uniform veterinary (veterinary-sanitary) requirements for goods subject to veterinary control (supervision), approved by the Decision of the Customs Union Commission of June 18, 2010, No. 317). The passport should contain information about the animal and its owner, as well as details of required vaccinations and administered shots. The rabies vaccination must be administered no less than 30 days and no more than 12 months before check-in.
7. Owner of a pet must in a mandatory manner inform the Hotel administration in advance (before booking or check-in) of their intention to stay at the Hotel with a pet. Additionally, the Consumer must provide information about their pet (breed, age, size, weight, and any other special characteristics) and inquire whether there are any specific conditions for its accommodation at the Hotel at the moment.
9. For the accommodation of a pet in the room, a rate of 1500 rubles is set for the entire period of the pet's stay in the hotel room.
10. The Hotel administration independently determines the categories of rooms in which consumers with pets can be accommodated.
11. When accommodating a Consumer at the "Apartments" rate, pets are not allowed to stay.

Owner responsibilities towards Hotel:
1. Consumer must have a special container (cage) for the animal and a special mat for its sleep.
2. For feeding the animal, the Consumer is obliged to bring along special dishes.
3. For the animal to relieve itself naturally without needing to go outside, the Consumer must bring a special litter box or other special bedding.
4. The Consumer must walk dogs only in a muzzle, collar, and leash. Moving dogs around the hotel is only possible in a muzzle and on a leash.
5. To carry out daily cleaning and/or minor repairs in the room, the Consumer must ensure the absence of the animal during the provision of services or work and display the corresponding information sign on the entrance door. In case of the absence of the sign, the specified services and work will not be carried out.
6. When leaving the animal unattended in the room, the Consumer must place it in a special container (cage) and inform the Hotel staff about it.

Limitations imposed by the Hotel on the Consumer, residing with a pet:
1. It is prohibited to walk the pet in the adjacent sports facilities, playgrounds, and lawns of the Hotel building.
2. It is prohibited to feed or give water to the pet from dishes belonging to the Hotel.
3. It is prohibited to wash the pet in the shower cabin or bath of the room, use Hotel's towels, bed sheets, and other bedding items for the pet.
4. It is prohibited to comb, shear (shave and pluck) fur, as well as to clip the animal's nails in the room.
5. It is forbidden to leave the animal unattended in the room outside of a special container (cage).
6. It is forbidden to visit restaurants/food service points and public areas designated for recreation, sports activities, children's play areas, and similar specialized public facilities with the animal.
7. It is forbidden to leave a pet unattended for a long time.

Consumer responsibility:
1. The pet owner takes full responsibility for ensuring proper care of the animal in the hotel during their stay.
2. The pet owner is responsible for all expenses related to damage and/or destruction of hotel property by the animal. In the event that damage is caused to the hotel property by the animal, the Consumer must compensate for the losses in full by providing additional funds in the amount necessary to cover the damages.
3. All risks associated with the behavior of the pet during its stay in the Hotel, which may result in damage to the property of third parties from among the Guests and/or employees of the Hotel, as well as causing harm to their health, are also the responsibility of the pet owner.
4. The consumer must ensure the absence of the pet during the cleaning of the room by the Hotel staff, as well as during repair works.
5. The consumer is informed that the hotel "Volna" has the following requirements for compensating for the damage caused by domestic animals in the amount of expenses for eliminating the consequences:
General cleaning of the room - 5000 (five thousand) rubles.

The insertion and return of the insurance deposit
1. On the day of check-in at the Hotel with a pet, the Consumer undertakes to provide an Insurance deposit of 2000 (two thousand) rubles at the Reception and Service Department as a guarantee for payment for potential damage caused by the pet during the stay at the Hotel.
2. Upon check-out, the Consumer undertakes to "return" the hotel room to the receptionist at Front Office. If any damage is caused to the Hotel (hotel room), the staff of the guest service department prepares an Act of property damage indicating the cost of this property, in accordance with the price list.
3. If there is no damage, the reception and service department returns the deposit to the Consumer in full.

Hotel reserves the right to terminate the agreement with the Consumer, residing with a pet, and subsequently evict them from the Hotel in case of:
1. Violation of these Rules.
2. Aggressive, inappropriate, noisy behavior of the animal.

Annex №2

Rules of using electrical appliances

Lighting fixtures
Do not leave lighting fixtures on for a long time unattended and do not place flammable objects nearby to prevent fire. In case of sparking or fire, immediately inform the hotel administration..

Electronic devices (televisions)
When using electronic devices, do not cover the ventilation holes in the device housing, do not allow liquids and metallic objects to enter the housing, do not leave the television unattended when it is turned on. It is not allowed to leave televisions in sleep mode for more than 1-2 days.

Heating appliances (irons, electric kettles, hair dryers)
Do not connect multiple devices to one outlet simultaneously. Ensure the power cord of the appliance does not come into contact with hot heating elements. Do not pull the cord to unplug the device from the socket. Do not use electrical appliances with damaged insulation. Do not place small metal objects on the surface of electrical appliances. Do not use portable electrical appliances in the bathroom or shower.

General Manager

E. S. Chikulaeva