Rules of accommodation and booking

1. General provisions and basic concepts.

“Booking” is the assignment of a hotel room (place in a room) to a consumer on the terms specified by the Customer’s or Consumer’s request and confirmation of this request by the Contractor.

“Hotel” is a property complex (building, part of a building, equipment and other property) intended for the provision of hotel services and bearing the name “Grand Hotel Zvezda”, located at : Tver, Simeonovskaya str., 30/27.

“Hotel services”— a range of services for providing temporary accommodation in a Hotel, including basic, additional and related services, the list of which is determined by the Contractor and communicated to the Consumer in accordance with the requirements of current legislation.

“Executor”— OOO “New Hotel”, located at::Tver, Simeonovskaya str., 30/27, which provides hotel services to the Consumer.

“Consumer” is an individual who intends to order or purchase, or who orders or purchases and/or uses hotel services for personal and other needs unrelated to business activities.

“Customer” is an individual or legal entity or individual entrepreneur who intends to order or purchase or is ordering or purchasing hotel services in accordance with a hotel services agreement (hereinafter referred to as the Agreement) for the benefit of the Consumer.

“Related services” — hotel services provided by the Contractor to provide the Consumer (Customer) with sovereign products, tourist symbols, special communication services, provision of individual safes and other services provided by the Contractor both free of charge and according to the Contractor’s hotel Price Lists.

“Additional hotel services” — hotel services, the cost of which is not included in the cost of hotel accommodation.

“Local time” is the time at the hotel location.

“Room” is a room in a hotel intended for temporary accommodation and corresponding to the parameters set by the Contractor for each individual room category.

“Price lists” are internal local regulations of the Contractor, approved by the General Director of the Contractor , which establish:

— room categories and their characteristics;

— Prices of Rooms (places in Rooms) and the list of Hotel services included in the Price of Rooms (places in Rooms);

— the cost of providing an extra bed in the Room (extra bed);

— a list of the Hotel’s property and its value to be reimbursed by the Consumer in case of loss or damage to the hotel’s property by the Consumer;

— the list and cost of Additional hotel Services provided by the contractor, including the cost of breakfast, if it is not included in the Room Price (room space).

“Reception and accommodation Service” is a service located on the ground floor of a hotel and engaged in booking hotel rooms, receiving, registering and settling guests (Consumers).

The price lists in Russian are posted in the hotel room accessible for their inspection, intended for registration of temporary residence of Consumers (in the information folder at the Reception and Accommodation Service) as well as on the official website of the Contractor.

The Contractor has the right to set prices and tariffs, apply a system of discounts for all services provided to the Consumer, with the exception of those subject to state regulation of prices and tariffs.

A “public offer” is an offer addressed to an unlimited number of persons interested in purchasing hotel services from the Contractor to conclude a contract for the provision of hotel services, including these Rules for Booking and Staying at the Grand Hotel Zvezda, Price Lists and other documents that disclose the essence of the offer.

“Acceptance” is the consent of a person interested in purchasing hotel services to conclude a contract for the provision of hotel services.

Check—out time is the time set by the Contractor for the arrival and departure of the Consumer.

Check—in time is 3 p.m. local time.

Check—out time is 12:00 p.m. local time.

“Room Price (Room space)”— the tariff approved by the Contractor, defined as the cost of temporary accommodation and other related services per day. At the same time, for the purposes of these Rules, “days” means the period of time starting from the Check-in Time and ending with the Check-out Time of the day following the day of arrival of the Consumer, as well as every subsequent 24 hours until the Check-out time on the date of departure of the Consumer.

When making a request for room reservations, or directly when making a room reservation at the Reception and Accommodation Service, the Consumer thereby confirms that he is familiar with these Rules of Accommodation and Booking, Fire Safety Rules, as well as agrees to the terms of provision of hotel and related services, consents to the processing of personal data in accordance with from clause 4 of Article 9 of the Federal Law “On Personal Data” dated 27.07.2006 No. 152-FZ by providing a document, an identity document or other document (the list is defined in the Decree of the Government of the Russian Federation dated 09.10.2015 No. 1085).

These Rules, as well as the Price Lists for hotel services approved by the Contractor, are a public offer of the Grand Hotel Zvezda to an unlimited range of Consumers (Customers) interested in purchasing hotel services. At the conclusion of the contract, the Consumer (Customer) He/she familiarizes himself/herself with these Rules posted in the Reception and Accommodation Service or on the official website of the hotel.

The Consumer accepts the Public Offer by:

— payment of funds at the Reception and Accommodation Service

— booking confirmation.

2. Information about services, the procedure for registration and payment of hotel accommodation.

2.1 The Contractor is obliged to conclude a contract for the provision of hotel services with the Consumer (Customer) by drawing up a document signed bilaterally, or by accepting a request for room reservations by the Reception Service, including by mail, fax, telephone, as well as via the Internet by e-mail and from the hotel’s website.

The written form of the contract is considered to be complied with if one document (including electronic) is drawn up, signed by both parties, or the Contractor confirms the Application sent by the Customer.(By the Consumer) to the Contractor, as well as in the case of actions performed by the Customer (Consumer) aimed at obtaining services (including payment by the Customer(By the Consumer) of the corresponding amount to the Contractor.

The Contract is also considered concluded from the moment the Customer receives it.(By the Consumer) of the booking confirmation.

2.2. Room reservations, check-in and check-out of guests (Consumers) at the hotel are made around the clock.

The operating hours of catering establishments (restaurants, bars) of the hotel, SPA center, gym are set separately and are communicated to the Consumer in the Reception and Accommodation Service and on the official website of the Hotel.

2.3. Information about the Contractor and the services provided by him is posted in Russian and English at the Reception and Accommodation Service.

2.4. The following types of reservations are used in the hotel:

2.4.1. Guaranteed booking is a type of booking in which the Contractor waits for the Consumer before the check—in time of the day following the scheduled check-in, provided that the Consumer or the Customer, with their consent, makes an advance payment in the amount of at least the Room Price (Room space). Advance payment when booking a Room (room space) It is paid by the Consumer or the Customer with their consent no later than 14:00 Local time on the day preceding the scheduled arrival day. If the Consumer (Customer) has not made an advance payment within the time limit set above, the booking is considered non-guaranteed, and the conditions of non-guaranteed booking provided for in clause 2.4.2 below are subject to such booking.

When placing the Consumer, the advance payment is counted as payment for the first night of stay in the Room (room space).

In case of late cancellation of a reservation (hereinafter referred to as Cancellation of a guaranteed reservation), delay or non-arrival of the Consumer, he or the Customer will be charged for the actual downtime of the Room (place in the Room), but not more than the Price of the Room (place in the Room) per day.

Non-arrival is recognized as non-arrival of the Consumer in the hotel premises intended for registration of temporary residence of Consumers (at the Reception and Accommodation Service of the hotel) before the Check-in time of the day following the day of scheduled arrival.

The Consumer’s arrival is considered to be late after the Check-in time of the scheduled arrival day and before the Check-in time of the day following the scheduled arrival day.

If you are more than 24 hours late, the guaranteed reservation will be cancelled, and the Consumer (Customer) will be charged for the actual downtime of the Room (place in the Room), but not more than the price of the Room (place in the Room), but not more than a day. If you are more than a day late, the contract is terminated.

2.4.2. Non—guaranteed booking is a type of booking in which the Contractor waits for the Consumer until 18:00 on the day of arrival, after which the booking is canceled.

In case of non-guaranteed booking, no advance payment is made by the Consumer and the Customer.

When booking by a Customer who is a legal entity or an individual entrepreneur, the amount and timing of the advance payment and other booking conditions are subject to the Contractor’s application in accordance with the contract with the Customer and may differ from those specified in these Terms.

2.5 The booking is considered guaranteed, subject to financial guarantees for at least the first night of stay at the hotel. Financial guarantee options: cash payment at the hotel, credit card payment at the hotel, credit card payment by credit card reservation (pre-authorization), non-cash payment. The hotel reserves the right to temporarily hold the funds on the credit card prior to the arrival of the guest.

2.6. In case of guaranteed booking, the room is reserved for the guest for one day from the day of arrival. In case of non-arrival at the hotel or the guest is late for more than a day, the hotel has the right to deduct the cost of one night’s stay in the reserved room.

2.7. The Guest may cancel the booking in case of a change of intentions. The guaranteed reservation must be cancelled at least one day before the arrival date. , unless otherwise stipulated by a written agreement concluded with the Consumer or with the Customer. Cancellation of the Application (Cancellation of the Room reservation) at the hotel is carried out by the Contractor by accepting the Cancellation of the Room reservation from the Consumer or the Customer via mail, telephone or other communication, which allows to reliably establish that the cancellation of the Room reservation comes directly from the Consumer or the Customer.

The form of cancellation of the Application (Cancellation of the room reservation) is established by the Contractor (Appendix to these Rules)

In this case, the prepayment is refundable. In case of late cancellation, the hotel is entitled to compensation in the amount of 100% of the cost of accommodation for one night. Other cancellation conditions are accepted in accordance with the concluded contracts for the provision of hotel services.

2.8. When booking by the Customer (a legal entity) or an individual entrepreneur, the amount and timing of the advance payment and other booking conditions are subject to the Contractor’s application in accordance with the agreement with the Customer and may differ from those specified in these Terms.

2.9. The order of registration of accommodation and payment.

2.9.1. When registering a stay, the Contractor issues an invoice to the Consumer.

2.9.2. The Contract is concluded upon presentation by the Consumer of an identity document issued in accordance with the established procedure, including:
a) a passport of a citizen of the Russian Federation certifying the identity of a citizen of the Russian Federation on the territory of the Russian Federation;
b) a passport of a citizen of the USSR certifying the identity of a citizen of the Russian Federation, until it is replaced by a passport of a citizen of the Russian Federation within the prescribed period.;
c) birth certificates – for a person under the age of 14;

Minors under the age of 14 are checked into the hotel on the basis of identity documents of their parents (adoptive parents, guardians), accompanying person(s), provided that such accompanying person(s) provides the notarized consent of their legal representatives (one of them), as well as birth certificates of these minors.

Minors who have reached the age of 14 can be accommodated at the hotel in the absence of their legal representatives on the basis of documents certifying the identity of these minors, subject to the notarized consent of the legal representatives.

d) a passport of a citizen of the Russian Federation certifying the identity of a citizen of the Russian Federation outside the Russian Federation for a person permanently residing outside the Russian Federation;

e) temporary identity card of a citizen of the Russian Federation;
f) a passport of a foreign citizen or other document established by federal law or recognized in accordance with an international treaty of the Russian Federation as an identity document of a foreign citizen;
g) a document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as an identity document of a stateless person;
h) temporary residence permits for a stateless person;

i) residence permit of a stateless person.

2.9.3. The Contractor has set a daily room rate (on site in the Room). Hourly accommodation, as well as hourly rates are not provided.

2.9.4. The price of the Room (room in the Room) and the List of hotel services included in the Price of the Room (room in the room) are determined by the applicable relevant Price List of the Contractor.

2.9.5. The prices set by the relevant Price List are differentiated depending on the Room category, the number of people staying in the room, and other factors and are valid for a limited time. The price of a Room (place in a Room) for each Consumer (Customer) is set at the time of booking confirmation by the Contractor in accordance with the Price List in force at that time, and in the absence of a prior reservation — at the time of the Consumer’s arrival in accordance with the Price List in force at the time of the Consumer’s accommodation. At the time of booking confirmation, the Consumer (Customer) accepts and agrees to the Price of the Room (place in the Room) and does not have the right to subsequently request their changes when staying at the hotel.

2.9.6. With the consent of the Consumer (Customer), payment of the Room Price (Room space) is made :

— in full in the amount of the Room Price (Room space) for the entire period of stay at the hotel;

— for the first day of stay at the hotel in the amount of the Room Price (room space) at the time of the Consumer’s accommodation and payment for each subsequent day (or several days) of stay at the hotel. Payment for each subsequent day (or several days) of stay is made by the Consumer before the Check-out time.

Additional services can be paid for both upon arrival and departure at the end of the stay and upon temporary departure from the hotel.

2.9.6. With the consent of the Consumer (Customer), payment of the Room Price (Room space) is made :

— in full in the amount of the Room Price (Room space) for the entire period of stay at the hotel;

— for the first day of stay at the hotel in the amount of the Room Price (room space) at the time of the Consumer’s accommodation and payment for each subsequent day (or several days) of stay at the hotel. Payment for each subsequent day (or several days) of stay is made by the Consumer before the Check-out time.

Additional services can be paid for both upon arrival and departure at the end of the stay and upon temporary departure from the hotel.

When leaving the Hotel, the Consumer must notify the Reception and Accommodation Service in advance, hand over the room (the room is accepted in the presence of the Consumer) and the room key.

The Consumer (Customer) is obliged to pay for Hotel services and other paid services in full. When making cash payments with the Consumer (Customer), the Contractor issues to the Consumer (Customer) a cash receipt or a document issued on a strict reporting form. When making non-cash payments, an Act of completed work is issued in addition to the cash receipt. The accommodation fee is charged according to the Check-out time.

If the Consumer stays in the Room for less than a day (for example, when checking in after the Check-in time of the current day, and/or checking out before the Check-out time of the current day), the fee is charged in the amount of the Room Price (Room space) regardless of the time of the Consumer’s actual stay at the Hotel.

If the consumer checks in before the scheduled check-in time (early check-in) and then stays at the hotel, the room fee is charged (room space) for the period from the time of check-in to the time of check-in is charged in the amount of a half-day fee.

If the period from check-in time to check-in time is more than 12 hours, the fee will be charged in the amount of the Room Price (Room space) per day .

In case of a delay in the departure of the Consumer after the check-out time (check-out time ) the current day (late check-out) there is the following payment procedure:

— a room fee is charged for check-out before 18:00 inclusive (room space) in the amount of a half-day fee;

— upon check-out after 18:00, the fee is charged in the amount of the Room Price (Room space) per day .

The Contractor accepts Russian rubles in cash, as well as credit cards from the following payment systems.: MIR, Visa, MasterCard, UPI, as well as other payment means operating in the territory of the Russian Federation.

In all cases listed in this paragraph, the price of the room (room space) is determined based on the relevant Price List of the Contractor, valid at the time of signing the contract with the Consumer (Customer).

2.9.7. All guests staying in the hotel rooms must be registered in accordance with the legislation of the Russian Federation. Unauthorized persons may stay in the rooms of the guests staying at their request during the period from 8:00 to 23:00 hours. After 23 hours, guests are required to arrange their stay at the hotel – register with the Reception Service in accordance with the applicable Rules and pay for their room stay in accordance with the current Price List.

2.9.8. If there is a pre-booking for the current date, the Contractor guarantees to provide the Consumer with a Room (place in the Room) at the Check-in time.

Subject to availability of rooms (Places in Rooms) The Contractor can check in the Consumer before the Check-in time.

2.9.9. If it is necessary to extend the period of stay, the Consumer must inform the Contractor about this no later than the Check-out time of the day on which the Consumer must leave the Hotel. The Contractor, subject to availability of Rooms, extends the period of stay.

Payment for the extension of the stay period is made by the Consumer in accordance with the Procedure established above in these Rules for the Payment of the Room Price (room space), and must be made no later than the Check-out time of the day on which the Consumer extended the stay.

Failure by the Consumer to extend the period of stay within the period specified in this paragraph and/or failure by the Consumer to pay in accordance with the procedure provided for in these Rules for extending the period of stay is a delay in the Consumer’s departure from the Hotel, which gives the Contractor the right to demand from the Consumer the immediate release of the Room occupied by the Consumer (room space), and also entails the consequences established by in clause 2.9.6 of these Rules.

2.9.10. If the Consumer stays at the Hotel and the departure date is changed to an earlier date, the Consumer must notify the Contractor 24 hours before the planned departure. If the Contractor is not notified within the prescribed period, the Consumer has the right to impose a fine for late cancellation of the reservation, in the amount of the Room Price (room space) for one night’s stay according to the Contractor’s Price List in force at the time of booking confirmation, and in the absence of a prior reservation — according to the Contractor’s Price List in force at the time of the Consumer’s arrival.

2.9.11. Children under 3 years stay at the hotel free of charge. A baby cot is available on request — free of charge. In this case, the child’s age must be confirmed by a birth certificate or a corresponding entry in the passport of one of the parents.

2.9.12. In cases of providing an extra bed, a fee will be charged in accordance with the Contractor’s Price List valid at the time of booking confirmation (when ordering an extra bed at the time of booking), or at the time of accommodation (if ordering an extra bed at the time of arrival and during the entire stay).The contractor has the right to refuse to provide an extra bed if it is not provided for in the room.

3. The procedure for providing Hotel services.

3.1. The quality of the services provided by the Hotel complies with the requirements established by the current legislation of the Russian Federation.

3.2. At the request of the Consumer, the Contractor is obliged to provide the following types of services without additional payment:

— call an ambulance or other special services;

— use of a first-aid kit;

— delivery of correspondence addressed to the Consumer to the Room upon its receipt;

— wake up to a certain time;

— provision of boiling water, needles, threads, one set of dishes and cutlery.

3.3. The Consumer has the right to use Additional Hotel Services provided by the Contractor in accordance with the established procedure. The list of Additional hotel services is indicated in the corresponding Price List, posted in Russian in the Hotel premises intended for temporary residence of Consumers (in the information folder at the Reception and Accommodation Service of the Hotel. Additional Hotel services are provided by the Contractor only with the consent of the Consumer.

The Contractor accepts Russian rubles in cash, as well as credit cards of the following payment systems: Visa, MasterCard, UPI, as well as other means of payment operating in the territory of the Russian Federation.

3.4. Pets are allowed in the Hotel.

(dog or cat) up to 10 kg.

The guest must obtain permission from the Hotel in advance, at the time of booking.

The following rules are established to ensure a comfortable stay at the Hotel for both pet owners and other guests:

— the owner must present a veterinary passport or a veterinary certificate (certificate) for the animal. In the absence of the above documents, the Hotel administration has the right to refuse the settlement.;

— all responsibility for the actions of the animal is fully borne by its owner;

— the Hotel administration reserves the right, in case of aggressive behavior of an animal towards staff and guests, not to allow accommodation with such pets.

Pets are not allowed in restaurants, bars (except for the Lobby bar), SPA facilities, as well as the gym. Aggressive and fighting dogs are prohibited. The guest is obliged to compensate for the damage caused by the pet, including carpet cleaning from any kind of stains.

If the Consumer stays at the Hotel with pets, a fee is charged in accordance with the Price List of the Contractor, valid at the time of booking confirmation, or at the time of accommodation.

3.5. The Contractor has the right to change, if necessary, the procedure for providing Additional hotel services, including catering services.

3.6. The Contractor has the right to replace the Number provided to the Consumer with a Number of the same category or a higher category if this Number is recognized by the Contractor as an emergency number during operation.

An emergency Room is a Room in which the need for emergency repair, sanitary-epidemiological and other measures has been identified to eliminate the causes that pose a threat and hinder the normal (high-quality and safe) use of the Room, as well as other Hotel premises, if this prevents their normal access and maintenance.

In this case, the Contractor is obliged to immediately notify the Consumer of the need to vacate the Room, setting the time limits for such release and simultaneously offering such a free Room at the discretion of the Contractor, but without underestimating the category of accommodation for the Consumer.

The Consumer is obliged to vacate the emergency Room occupied by him before the start of the work specified in this paragraph, within the time limits set by the Contractor.

3.6. All expenses related to the replacement of the emergency Number are borne by the Contractor. If the Consumer does not agree to replace the Room with a similar one, all necessary calculations are made with the Consumer due to the early termination of his stay.

4. Rights and obligations of the Consumer.

4.1. The Consumer has the right:

— use all Hotel services;

— receive complete and reliable information about the rules of Hotel accommodation, the cost and the list of Hotel services;

— contact the Reception and Accommodation staff regarding the quality of services provided.

4.2. The Consumer is obliged to:

— observe the Hotel accommodation procedure provided for by these Rules and other local regulatory documents of the Contractor, which can be found in the Information Folder in each Room of the Hotel.;

— comply with fire safety regulations (Appendix to these Regulations);

— respect the rights of other Consumers and Hotel visitors;

— take care of the property and equipment of the Hotel;

— close water intake taps, windows, turn off lights and electrical appliances;

— vacate the Room at the end of the paid period of stay.

Upon leaving the hotel, the Consumer must notify the Reception and Accommodation Service in advance, make a full payment for accommodation and additional services provided, hand over the room (the room is accepted in the presence of the Consumer) and the room key, and compensate for damage (if necessary) caused to the Contractor’s property in accordance with the Price List for Property Damage in force at the time of stay..

4.3. The Consumer is prohibited from:

— in order to comply with fire safety, use heating devices (boilers, electric kettles, electric stoves, etc.) in the hotel Room in public areas, with the exception of devices provided by the Contractor;

— to give unauthorized persons the key to the Hotel room;

— smoking in Rooms and other rooms of the Hotel, as well as in the surrounding area;

— bring and store weapons, explosive and highly flammable, caustic, poisonous, narcotic and other dangerous items.

5. Benefits provided for Hotel accommodation.

The contractor is obliged to ensure the provision of benefits in the provision of hotel services to those categories of citizens for whom such benefits are provided by laws and other regulatory legal acts.

6. Responsibility of the Contractor and the Consumer.

6.1. The Contractor is responsible for the loss, shortage or damage of the Consumer’s belongings deposited at the Hotel, with the exception of money, other currency valuables, securities and other precious items.

The Contractor is responsible for the loss of money, other currency valuables, securities and other precious things of the Consumer, provided that they have been accepted by the Contractor for storage or placed by the Consumer in an individual safe provided to him by the Contractor. The Contractor is released from liability for the unsecurity of the contents of such a safe if he proves that, under the conditions of storage, access to the safe was impossible without the Consumer’s knowledge, or became possible due to force majeure.

A consumer who discovers the loss, shortage or damage of his belongings is obliged to notify the Contractor’s administration without delay. Otherwise, the Contractor is relieved of responsibility for the unsecurity of things.

Items found after Check-out time by the Contractor’s staff in the Room to be vacated and the payment for which has ended (while the Consumer has not notified the Reception and Accommodation Service of the extension of his stay in accordance with the Procedure and within the time limits set forth in these regulations), are recognized as forgotten and placed by the Contractor in the room of forgotten things of the Hotel. The storage of items is carried out by the contractor’s administration in the presence of representatives of the Contractor in the number of at least 2 (two) people and is formalized by an appropriate Act on the storage of forgotten Consumer items (Appendix No. 2 to these Rules).The Contractor informs the Consumer about the forgotten items according to the contact information provided by the Consumer to the Contractor.

The Contractor may, subject to a separate order from the Consumer and subject to advance payment by the Consumer for shipping costs, deliver forgotten items to the address specified by the Consumer. The forgotten items are stored by the Contractor for 6 (six) months in accordance with the procedure approved by the Contractor.

After the expiration of the storage period specified above, items forgotten by the Consumer are considered unclaimed and must be disposed of in accordance with the procedure approved by the Contractor.

6.2. The Contractor, in accordance with the legislation of the Russian Federation, is responsible for damage caused to the life, health and property of the Consumer due to deficiencies in the provision of services, for deficiencies in the services provided, as well as compensates for moral damage caused to the Consumer by violation of his rights in accordance with the procedure established by the Law of the Russian Federation “On Consumer Rights Protection”.

The Contractor is not responsible to the Consumer for direct or indirect losses and / or lost profits incurred in the event of a temporary absence of telephone and /or mobile (cellular) communications and /or access to the Internet and /or interruptions in their implementation, as well as for other circumstances beyond the Contractor’s control.

6.3. The Consumer, in case of loss or damage to the property of the Hotel, in accordance with the legislation of the Russian Federation, compensates the damage to the Hotel in full. Damage to property is considered to be damage to materials (objects), after which these materials (objects) lose their original qualities. The damage caused to the hotel is subject to compensation on the basis of the property damage act and according to the Property Damage Price List approved by the Contractor.

6.4. Smoking is strictly prohibited throughout the hotel. Disciplinary, civil, and administrative liability is established for violations of legislation in the field of protecting citizens’ health from exposure to ambient tobacco smoke and the consequences of tobacco use in accordance with the legislation of the Russian Federation.

6.5. The consumer should observe silence from 23.00 to 7.00 hours and order on the territory of the hotel. The consumer is responsible for other violations of the legislation of the Russian Federation, including violations of the passport and visa regime.

6.6. Persons using the services of the SPA and gym should familiarize themselves with the rules for visiting these areas.

The gym is open free of charge for guests staying at the hotel. The working hours of the gym are daily from 7.00 to 23.00.

The SPA Center’s services are provided to both Hotel residents (Consumers) The same applies to people who do not live in a Hotel. The SPA center’s services are provided according to the approved Price List and operating hours of the SPA center.

6.7. In order to ensure the personal safety of Consumers and the observance of order, video surveillance is conducted on the territory of the Hotel.

The Contractor has the right to refuse to provide Hotel services to the Consumer in cases of violation by the Consumer of these Rules, late payment for Hotel services, as well as in the case of illegal actions.

6.8.In case of disputes regarding the quality of service, the Consumer can resolve them during the day with the head of the Reception and Accommodation Service, the Hotel management in person or by phone, at night — with the Reception and Accommodation Service administrator.

If it is impossible to eliminate the identified deficiencies, the Consumer has the right to file a claim in writing, indicating the comments in the “Book of Reviews and Suggestions” located at the Reception and Accommodation Service.

In cases not provided for by these Rules, the Hotel administration and Consumers (Customers) are guided by the current legislation of the Russian Federation.

ACT

about storing the Consumer’s forgotten items

The city of Tver ______________20___ G.

According to the Agreement on the provision of hotel services from _______________________________,

To the consumer____________________( Full name) in the period from_______________ by_________________

Hotel services were provided.

After the Estimated check-out time by the Contractor’s staff in the Room to be vacated (no.______) and the payment for which has ended (while the Consumer did not notify the Reception and Accommodation Service about the extension of his stay in accordance with the procedure and within the time limits set out in this Regulation), the following items were found, presumably belonging to the Consumer:

_______________________________________________________________________________

_______________________________________________________________________________

In accordance with the Rules for the provision of hotel services by the Contractor, these items are considered forgotten by the Consumer and placed by the Contractor in the baggage room, and are subject to storage for 6 months.

The present Act has been drawn up:

Full name of
the Position
Signature
Date

 

A memo and instructions on fire safety measures.

Dear guests!

Please observe the fire safety regulations in buildings intended for human habitation.

Smoking is prohibited in buildings (dormitories, hotels, etc.) and premises (rooms for temporary accommodation of people, guest rooms).

Smoking is allowed in designated areas marked with “Smoking area” signs.

It is forbidden to use electric irons, electric stoves, electric kettles and other electric heaters in rooms for temporary residence of people.

Operate electrical wires and cables with visible insulation violations.

It is forbidden to use open fire in buildings and premises.

When leaving the room(s), do not leave unattended household electrical appliances connected to the electrical network, including those in standby mode (TV, radio, air conditioner, lighting lamps, chargers).

We remind you that it is dangerous to cover switched-on floor lamps and table lamps with objects made of combustible material.

It is unacceptable to bring and store explosive, fire-explosive, and fire-hazardous substances and materials in apartments, dorm rooms, and hotel rooms.

Do not leave small children unattended and do not allow children to play with matches and lighters.

If you arrive at the building for the first time, try to remember the location of the escape exits and stairs well.

In case of a fire in your room:

– Immediately report the incident to the fire department
by phone -01, 112, indicating the address of the facility, the floor that is on fire, and your last name;

– Don’t panic!

– Take all possible measures to eliminate the fire using primary fire extinguishing agents.;

– If it is not possible to eliminate the burning gorenje by yourself, leave the room and close the door without locking it.;

– Be sure to inform the staff on duty about the fire, about the occurrence of a fire;

– Leave the danger zone and follow the instructions of the administration, supervisor or fire department.

In case of a fire outside your room:

– Immediately report the incident to the fire department by phone -01, 112;

– Leave your room after you close the windows and doors; if the corridors and stairwells are heavily smoky and you cannot leave the room, stay in your room with the windows wide open.

– A closed and well-sealed door can reliably protect you from dangerous temperatures. To avoid smoke poisoning, cover the cracks and vents with towels or bedding soaked in water.;

– When the firefighters arrive at the scene, go to the window and give a sign for help.

In accordance with these Rules, the Hotel administration and Consumers (Customers) are guided by the current legislation of the Russian Federation.