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
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.