LIMITED LIABILITY COMPANY "TRADING HOUSE CRYSTAL"
HOTEL STAY RULES
1.1 These Rules are developed in accordance with the Civil Code of the Russian Federation, the Law of the Russian Federation No. 2300-1 dated February 7, 1992, "On Protection of Consumer Rights," and the Rules for the Provision of Hotel Services in the Russian Federation, approved by Decree of the Government of the Russian Federation No. 1853 dated November 18, 2020.
1.2 Key terms used in these Rules:
Service Provider – Limited Liability Company "TRADING HOUSE CRYSTAL" (LLC "TD CRYSTAL"), INN 3906976936, OGRN 1153926038056. Address: 236040, Kaliningrad Region, Kaliningrad, Sergeeva St., Building 4, Premises 21. Information about the Provider and its services is available in the Hotel premises, on the Provider’s website, and in online booking systems with which the Provider has official contractual relations.
Hotel – "CRYSTAL HOUSE SUITE HOTEL & SPA" owned by the Provider. Address: 236040, Kaliningrad Region, Kaliningrad, Sergeeva St., Building 4. The Hotel is classified as "Five Stars" (Certificate No. 39/АА-056-2022 /457-2023 dated November 12, 2023). Unified Register of Tourism Industry Classification Objects: С392024016156. Link: https://tourism.fsa.gov.ru/ru/resorts/hotels/b47dbfe1-c609-11ef-92da-a3d86fe4f169/about-resort
Guest – An individual ordering or purchasing and (or) using the Provider’s services for personal and other needs not related to business activities.
Customer – An individual or legal entity or individual entrepreneur intending to order or purchase or ordering or purchasing services for the benefit of the Guest.
Parties – The Provider and the Customer or Guest when jointly mentioned in the Agreement.
Booking Request for a Hotel Room – A document sent by the Customer (Guest) to the Provider for the purpose of booking a room in the Hotel, as well as additional services for a certain period and under certain conditions. The submission of a booking request by the Customer (Guest) may be made via telephone, email specified on the Provider’s website, by direct contact with the Hotel’s Reception and Accommodation Service, online on the Hotel’s website, or in other Internet booking systems with which the Provider has official contractual relations, or by any other available method allowing to consider that the request comes from the Customer (Guest).
Booking Confirmation – Sent to the Customer (Guest) in response to a booking request, confirming the reservation of a hotel room, containing information about the Guest’s name, stay dates, room category, room price, services included in the room price, cost of additional services, as well as payment, modification, and cancellation conditions (is an integral part of this Agreement).
Registration Card – A document confirming the Guest’s check-in to the Hotel, containing information about the Guest’s name, stay dates, room category, room price, services included in the room price, cost of additional services, as well as other information (is an integral part of this Agreement).
Provider’s Services – Services for providing temporary accommodation at the room price, additional services. The room price includes: accommodation, access to gym and fitness facilities; access to the aqua-thermal zone (pool, hammam, Finnish sauna); high-speed Wi-Fi; water, tea, coffee, coffee machine in the room; parking space in the underground parking. Breakfast is not included in the room price and is provided by the Hoffmann Restaurant.
Public Offer Agreement for Temporary Accommodation and Additional Services – An agreement under which the Provider undertakes, in accordance with the Agreement terms, subject to room availability, to provide the Guest with temporary accommodation services in the hotel, as well as additional services, and the Customer (Guest) undertakes to pay for such services in the amount and within the terms specified in the Agreement. The Public Offer Agreement for Temporary Accommodation and Additional Services (hereinafter referred to as the Agreement) is concluded in a special manner: by its acceptance, i.e., the Customer’s (Guest’s) full and unconditional consent to its acceptance (Article 438 of the Civil Code of the Russian Federation). The Agreement is published on the Internet on the Provider’s website at: https://crystalhousehotel.ru, https://crystalhousehotel.com (hereinafter – the Provider’s/Hotel’s website).
1.3 These Rules are published on the Internet on the Provider’s website.
1.4 The Provider reserves the right to amend these Rules at any time at its discretion without any special notice to the Customer (Guest). Amendments made by the Provider to the offer come into force from the moment of their publication on the website, unless another effective date is specified upon publication.
1.5 The Hotel operates 24/7.
2.1 The Customer (Guest) books a room in the Hotel by sending a booking request to the Provider. The form of the booking request may be established by the Provider.
2.2 If rooms are available on the dates specified in the request, the Provider sends the Customer (Guest) a Booking Confirmation containing information about the Provider’s name, Customer (Guest), category of the booked room and room price, stay dates, booking conditions, and other details determined by the Provider.
2.3 The booking is considered valid from the moment the Customer (Guest) receives the Booking Confirmation from the Provider.
2.4 The Provider applies the following types of booking:
· Guaranteed booking;
· Non-guaranteed booking.
2.5 A booking is considered guaranteed upon 100% prepayment of the services specified in the Booking Confirmation.
2.6 Without prepayment, the Hotel reserves the right to cancel the booking unilaterally by sending a cancellation notice to the email or phone number provided during booking. In this case, the Booking Confirmation becomes invalid, and the Agreement between the Customer (Guest) and the Provider is terminated.
2.7 For guaranteed bookings, the room is held for the Guest until 12:00 PM the day after the planned arrival. Unless otherwise stated in the Booking Confirmation, in case of late cancellation, delay, or no-show, the Guest or Customer will be charged for the actual idle room. A delay of more than 24 hours terminates the Agreement.
2.8 Unless otherwise stated in the Booking Confirmation, if the Guest refuses to stay or shortens the stay, the Provider may deduct payment for the actual idle room from the prepayment.
2.9 For non-guaranteed bookings, the Hotel holds the room until 6:00 PM on the planned arrival day, after which the booking is canceled.
2.10 If the booking is made by a legal entity or individual entrepreneur, the terms may differ from these Rules and will be determined by a written agreement signed by the Customer and the Provider, on paper or via electronic document exchange.
3.1 Upon check-in, each Guest must register at the reception desk in accordance with Article 5 of the Russian Federation Law No. 5242-1 of June 25, 1993, "On the Right of Citizens of the Russian Federation to Freedom of Movement, Choice of Place of Stay and Residence Within the Russian Federation".
3.2 Check-in requires presentation of an identity document, including:
· Russian internal passport;
· USSR passport (valid until replacement);
· Birth certificate (for minors under 14);
· Russian international passport (for residents abroad);
· Temporary identity certificate;
· 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 a document certifying the identity of a foreign citizen;
· A document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as a document certifying the identity of a stateless person;
· Stateless person’s residence permit;
· Temporary residence permit for stateless persons;
· Temporary identity card for stateless persons in the Russian Federation.
Check-in of minor citizens under 14 years of age to the hotel is carried out on the basis of identity documents of the parents (adoptive parents, guardians) staying with them, or accompanying persons, provided that such accompanying persons present the consent of legal representatives (one of them), as well as birth certificates of these minor citizens.
Check-in of minor citizens aged 14 years and older to the hotel in the absence of their legal representatives is carried out on the basis of identity documents of these minor citizens, provided that the consent of legal representatives (one of them) is presented.
Registration of Guests who are citizens of the Russian Federation at the place of stay in the hotel is carried out in accordance with the Rules of Registration and Deregistration of Citizens of the Russian Federation at the Place of Stay and Place of Residence Within the Russian Federation, approved by Decree of the Government of the Russian Federation No. 713 of July 17, 1995 "On Approval of the Rules of Registration and Deregistration of Citizens of the Russian Federation at the Place of Stay and Place of Residence Within the Russian Federation and the List of Persons Responsible for Receiving and Submitting to Registration Authorities Documents for Registration and Deregistration of Citizens of the Russian Federation at the Place of Stay and Place of Residence Within the Russian Federation".
3.3 The Service Provider reserves the right to refuse provision of temporary accommodation services to the Guest in case of the Guest's failure to present the documents specified in clause 3.2 of these Rules during check-in.
3.4 The Service Provider reserves the right to refuse provision of temporary accommodation services to foreign citizens and stateless persons staying in the Russian Federation in violation of the established procedure or rules of transit passage through its territory, as well as to a foreign citizen included in the register of controlled persons provided for by the legislation on the legal status of foreign citizens in the Russian Federation, if the provision of temporary accommodation services is prohibited (restricted) in accordance with the legislation of the Russian Federation. We recommend checking the status on the Ministry of Internal Affairs website at the link: https://xn--b1aew.xn--p1ai/rkl prior to check-in.
3.5 Upon check-in to the Hotel, the Guest signs the Registration Card – a document confirming the Guest's check-in to the Hotel.
3.6 Upon expiration of the agreed period of stay, the Guest is obliged to vacate the room. The stay period may be extended only in the absence of a booking confirmation in favor of third parties.
3.7 Visits to Guests staying in the Hotel by third parties are permitted with the mutual consent of the Hotel administration and the staying Guest. Visitors are allowed in the room from 7:00 to 23:00. If a visitor remains in the room after 23:00, the Service Provider reserves the right to issue an invoice to the visitor or the Guest staying in the room for payment of an additional place.
3.8 Hotel rooms are intended exclusively for temporary accommodation. Conducting noisy, mass events, corporate parties, and gatherings is prohibited. Any legally permitted format of stay in the room must be agreed upon with the Service Provider in advance.
3.9 The Service Provider has the right to refuse provision of temporary accommodation services to persons under the influence of alcohol or drugs.
4.1 Services are provided in accordance with the prices effective at the time of payment for the Service Provider's services. Prices are posted at the Reception Desk and/or on the Service Provider's website, and/or in online booking systems on the Internet. Breakfast is not included in the accommodation cost and other related services provided by the Service Provider at the unified room price.
4.2 The Service Provider has the right to provide benefits (discounts) and privileges to Guests and/or Customers who are individuals. The terms for providing benefits (discounts) and privileges are indicated on the Service Provider's website.
4.3 Payment for temporary accommodation services and additional services is made in Russian rubles:
· in cash at the Service Provider's cash desk;
- by bank cards: Visa, MasterCard, Maestro, Mir;
- via the Fast Payment System (FPS).
When making payments to the Customer (Guest), the Service Provider issues a cash receipt or a document drawn up on a strict reporting form to the Customer (Guest).
4.4 The Hotel has a daily payment system for accommodation. The unit of measurement for the stay period in the Hotel is the billing day. The billing hour for the start of service (check-in hour) is 15:00. The billing time for vacating the room (check-out time) is 12:00.
4.5 Payment for accommodation in case of the Guest's early check-in to the Hotel or delayed check-out:
In case of check-in to the Hotel before the billing hour, the accommodation fee is charged as follows:
· from 00:00 to 12:00 – payment for half a day is charged;
· from 12:00 to 15:00 – free of charge, subject to room availability;
In case of delayed check-out, the accommodation fee is charged as follows:
· from 12:00 to 14:00 – free of charge, subject to room availability;
· from 14:00 to 18:00 – payment for half a day is charged;
· starting from 18:00 – payment for a full day is charged.
4.6 Early check-in and/or late check-out are possible only if rooms are available. Guaranteed early check-in and/or late check-out are provided subject to advance payment for this service in the amount of 100% of the service cost.
4.7 If the Guest stays in the Hotel for less than a day (24 hours), payment is made according to the daily service cost regardless of the billing hour. The Hotel does not provide hourly payment.
4.8 Children under 3 years of age inclusive stay in the Hotel free of charge with the provision of a baby cot.
4.9 Accommodation of children aged 4 to 12 years inclusive may be provided on an extra bed in the room together with legal representatives or accompanying persons.
4.10 Accommodation of children aged 13 years and older is charged at the rates provided for adult Guests. Accommodation of children aged 13 years and older may be provided on an extra bed in the room together with legal representatives or accompanying persons.
4.11 If desired, the Guest may use additional paid services. For the use of additional paid services, the Customer (Guest) is obliged to make full payment.
5.1 The following have the right to priority service in the Hotel:
· Heroes of the Russian Federation and the Soviet Union, full holders of the Order of Glory;
· disabled since childhood, disabled persons of group 1 and one accompanying person;
· military personnel serving under contract, sent on a business trip, upon presentation of a business trip certificate (Article 20, Clause 6 of the Federal Law of the Russian Federation "On the Status of Military Personnel" No. 76-FZ of May 27, 1998);
· disabled persons and veterans of the Great Patriotic War;
· other categories of citizens who, in accordance with the current legislation of the Russian Federation, are granted the right to priority service.
5.2 The Hotel Guest is obliged to:
· pay for the Service Provider's services within the terms and in the manner specified in the agreement;
· comply with the established Hotel rules, including but not limited to: fire safety rules, rules for staying with pets in the Hotel, rules for visiting the SPA center, fitness center, pool, etc.;
· treat the Service Provider's property with care;
· compensate for damage in case of loss and/or damage to the Service Provider's property in accordance with the Agreement and the current legislation of the Russian Federation;
· not disturb other Guests staying in the Hotel, observe silence and public order;
· strictly observe fire safety rules, prevent the occurrence of a fire;
· comply with the "Rules for Staying with Pets in the Hotel";
· comply with the rules for visiting the SPA center, fitness center, pool;
· when leaving the room, close the water taps, windows, balcony door, turn off the lights, TV, and other electrical appliances, lock the room;
· upon check-out, make full payment for the provided paid services (unless otherwise provided by the agreement), notify the reception service of the check-out, return the key to this service, present the room for inspection by the Hotel staff;
· keep windows and doors closed when the air conditioner is running;
· be responsible for the actions of visitors invited to the room, the number of visitors must not exceed 4 persons per each occupied room. For celebratory events, the number of invited guests is separately agreed upon with the Service Provider's administration.
5.3 The following is prohibited in the Hotel:
· leaving third parties (not staying in the room) in the room, as well as giving the room key to such persons;
· leaving children in the room unattended by adults;
· storing bulky items, flammable materials, weapons, chemical, radioactive, and explosive substances, heavy metals;
· bringing any types of weapons into the Hotel territory;
· storing and unauthorized use of pyrotechnic products;
· using heating appliances if such appliances are not provided in the hotel room, as well as installing other household appliances without coordination with the administration;
· making independent changes to the room's technical equipment without coordination with the Hotel administration;
· moving TVs to other rooms without coordination with the administration;
· disturbing the peace of staying Guests after 23:00;
· being in a state of severe alcohol or drug intoxication, consuming alcoholic beverages in common areas (Hotel lobby, children's room/playground, aqua zone, fitness center);
· cooking food on balconies, including using grills and other heating appliances;
· throwing garbage from balconies, as well as leaving garbage bags in the corridors;
· bathing animals in the bathtub and using Hotel linens for animal care;
· placing and storing personal items and structures in green zones and common areas;
· conducting audio, photo, film, or video recording of the Hotel without coordination with the Hotel administration;
· smoking tobacco or tobacco-containing products in the Hotel and on the adjacent territory, except for specially designated areas, parking vehicles outside specially designated areas.
5.4 By concluding the Agreement, the Customer (Guest) acknowledges and does not object to the use of a video surveillance system in the Hotel's public areas and adjacent territory.
5.5 The Hotel is responsible for the loss, shortage, or damage of the Guest's belongings brought into the hotel, except for money, other currency valuables, securities, and other precious items. A belonging is considered brought into the hotel if entrusted to the hotel employees or placed in a safe deposit box.
5.6 The hotel room is equipped with a metal box for document storage. Since the box does not meet burglary resistance requirements, such a box is not a safe. The Service Provider is not responsible for money, other currency valuables, securities, and other precious items left in the metal box. To store money and other valuables, the Guest may use the safe deposit box service by contacting the Reception Desk.
5.7 The Hotel is responsible for the loss of money, other currency valuables, securities, and other precious items of the Guest, provided that they were accepted by the hotel for storage or placed by the Guest in a safe deposit box provided by the hotel. The Hotel is released from liability for the non-preservation of the contents of such a box if it proves that, under the storage conditions, access to the safe by anyone without the Guest's knowledge was impossible or became possible due to force majeure.
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