LIMITED LIABILITY COMPANY "TRADING HOUSE CRYSTAL"
HOTEL STAY RULES
1.1 These Rules have been 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. 1912 dated November 27, 2025.
1.2 Basic concepts used in these Rules:
Executor – Limited Liability Company "TRADING HOUSE KRISTALL" (LLC "TD KRISTALL"), INN 3906976936, OGRN 1153926038056. Location address: 236040, Kaliningrad Region, Kaliningrad, Sergeeva Street, Building No. 4, Premises 21. Information about the Executor and the services provided is posted on the Hotel premises, on the Executor's website, and in online booking systems with which the Executor has official contractual relations.
Accommodation Facility – a building (premises) owned by the Executor, used for temporary accommodation and ensuring temporary residence of individuals.
Type of Accommodation Facility – hotel.
Hotel – "CRYSTAL HOUSE SUITE HOTEL & SPA". Location address: 236040, Kaliningrad Region, Kaliningrad, Sergeeva Street, Building No. 4. The Hotel has been assigned the "Five Stars" category according to the Certificate of Hotel Category Assignment No. 39/АА-056-2022 /457-2023 dated November 12, 2023. Number in the Unified Register of Classification Objects in the Tourism Industry: С392024016156. Link to the Unified Register of Classification Objects in the Tourism Industry: https://tourism.fsa.gov.ru/ru/resorts/hotels/b47dbfe1-c609-11ef-92da-a3d86fe4f169/about-resort
Consumer – an individual ordering or purchasing and/or using the Executor's services for personal and other needs not related to entrepreneurial activities.
Guest – Consumer.
Customer – an individual or legal entity or individual entrepreneur intending to order or purchase, or ordering or purchasing services for the benefit of a guest.
Parties – Executor and Customer or Guest when mentioned together.
Hotel Room Booking Request – a request (written or oral) sent by the Customer (Guest) to the Executor for the purpose of booking a room in the Hotel, as well as additional services for a specific period and under specific conditions. A written room booking request may be drawn up by the Customer in any form or in the form established by the Executor, if such form is provided. The Customer (Guest) may send a hotel room booking request via telephone, email specified on the Executor's website, by direct contact with the Hotel Reception and Accommodation Service, via the Internet on the Hotel's website, or in other online booking systems with which the Executor has official contractual relations, or by any other accessible method allowing it to be considered that the request comes from the Customer (Guest).
Booking Confirmation – a notification of room booking sent to the Customer (Guest) in response to the hotel room booking request, after the Customer (Guest) has made payment. This document confirms the hotel room booking, contains information about the guest's name, length of stay, room category, room rate, services included in the accommodation, cost of other services, as well as information about the terms of change and cancellation.
Registration Card – a document confirming the Guest's check-in to the Hotel, contains information about the guest's name, length of stay, room category, room rate, services included in the room rate, cost of other services, as well as other information.
Room – an isolated premises in the hotel intended for temporary accommodation and temporary residence of individuals.
Hotel Room Categories – the hotel provides the following "superior category" rooms for temporary accommodation of guests and ensuring their temporary residence:
"Apartment" – a room of at least 40 sq. m., consisting of two or more rooms (living room or dining room and bedroom), with a double bed (at least 180 x 200 cm) and a mini-kitchen:
"CRYSTAL LUX": 2-room luxury suite with terrace and lake view;
"CRYSTAL SUITE": 2-room luxury suite with terrace and lake view;
"FAMILY LUX": family 3-room luxury suite with two cozy bedrooms, each with its own bathroom and dressing room;
"ROOM LUX FOR DISABLED PERSONS": 3-room luxury suite, adapted for temporary residence of guests with limited mobility and special needs.
"Suite" – a room of at least 75 sq. m., consisting of three or more living rooms (living room or dining room, study and bedroom), with a double bed (at least 200 x 200 cm) and an additional guest toilet:
"BUSINESS SUITE": luxury suite with 3 bedrooms, spacious living room with a view, and a terrace overlooking the lake;
"SPA SUITE": 3-room luxury suite with two bedrooms, spacious living room and terrace overlooking the lake. A feature of the room is the presence of a personal spa room;
"SUITE ROYAL GARDEN": panoramic penthouse with two bedrooms, spacious living room with a view, bio-fireplace, winter garden and private terrace of 300 sq. m. with a view of the lake and the city;
"SUITE ROYAL": panoramic penthouse with 3 bedrooms, each with its own bathroom and dressing room.
Information on the areas of all categories of Hotel rooms is contained in Appendix No. 1, which is an integral part of these Rules.
Executor's Services – services for providing guests with places for temporary residence at the price of accommodation in a room of the corresponding category, as well as other services for servicing Guests staying at the Hotel.
Price of accommodation in a room of the corresponding category – is the cost of temporary accommodation in a room and other services determined by the executor, provided for a single price, for servicing staying Guests.
Contract – a public offer contract for the provision of temporary accommodation services in a hotel and other services dated March 1, 2026, published on the Internet on the Executor's website at: https://crystalhousehotel.ru, https://crystalhousehotel.com (hereinafter – the Executor's/Hotel's website).
1.3 These Rules are published on the Internet on the Executor's website. These Rules are an integral part of the Contract.
1.4 The Executor reserves the right to make changes to the terms of these Rules at any time at its own discretion without any special notice to the Customer (Guest). Changes made by the Executor to the Rules come into force from the moment the changes are posted on the website, unless a different effective date for the changes is additionally specified upon such posting.
1.5 Hotel operating hours – 24/7.
2.1 The Customer (Guest) makes a reservation for a room in the Hotel by sending the Executor a request for booking a room in the Hotel.
2.2 If there are free rooms available on the dates specified in the request that match the Customer's (Guest's) request, after the Customer (Guest) has made payment for the services, the Executor sends the Customer (Guest) a booking confirmation containing information about the name (company name) of the Executor, the Customer (Guest), the category of the booked room and the room price, the length of stay in the hotel, the booking terms, as well as other information determined by the Executor.
2.3 The booking is considered valid from the moment the Customer (Guest) receives the booking confirmation from the Executor.
2.4 The Executor uses booking in the accommodation facility that provides for waiting for the Guest until the check-out time (billing hour) of the day following the day of the scheduled arrival, and in case of the Guest's no-show, the Executor has the right to refuse to fulfill the contract.
If the Customer (Guest) notifies of refusal from the contract before the day of arrival, the Executor returns the fee for the Executor's services to the Customer (Guest) in full.
In case of untimely notification of refusal from the contract by the Customer (Guest), lateness or no-show of the Guest, a fee for the room is charged from him or from the Customer, but not more than for one day). The room fee is charged by deducting it from the amount of payment made for the services.
2.5 If the Customer (Guest) refuses to fulfill the contract, the Executor returns the fee for the services to the Customer (Guest) within 90 working days from the date the Executor receives notification of such refusal.
3.1 Upon check-in to the Hotel, each Guest must register at the reception and accommodation desk in accordance with Article 5 of the Law of the Russian Federation No. 5242-1 dated 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."
3.1.1. Check-in of a Guest who is a citizen of the Russian Federation is carried out upon presentation by the consumer of an identity document in accordance with the legislation of the Russian Federation, including:
a) Passport of a citizen of the Russian Federation, identifying the citizen of the Russian Federation on the territory of the Russian Federation;
b) Passport of a citizen of the USSR, identifying the citizen of the Russian Federation, until its replacement within the established period with a passport of a citizen of the Russian Federation;
c) Passport of a citizen of the Russian Federation, identifying the citizen of the Russian Federation outside the territory of the Russian Federation;
d) Temporary identity card of a citizen of the Russian Federation;
e) Identity document of a serviceman of the Russian Federation - during the period of mobilization, during the period of martial law and in wartime (applied in case of check-in of consumers to the type of accommodation facility "hotel").
In the absence of identity documents of a citizen of the Russian Federation specified in this paragraph of the Rules, check-in to the accommodation facility of a Guest who is a citizen of the Russian Federation is carried out upon presentation by the Guest of a Russian national driver's license.
3.1.2. Check-in of a Guest who is a foreign citizen or stateless person is carried out upon presentation by such Guest of an identity document in accordance with the legislation of the Russian Federation, including:
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 a document proving the identity of a foreign citizen;
b) Document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as a document proving the identity of a stateless person;
c) Temporary residence permit of a stateless person;
d) Residence permit of a stateless person;
e) Temporary identity card of a stateless person in the Russian Federation.
3.1.3. Check-in to the Hotel of a minor citizen of the Russian Federation under 14 years of age, as well as a minor citizen of the Russian Federation who has reached 14 years of age and has not received a passport of a citizen of the Russian Federation, is carried out on the basis of documents of the parents (adoptive parents, guardians), accompanying person(s) with them, provided for in paragraph 3.1.1 of these Rules, provided that such accompanying person(s) provide the consent of the legal representatives (one of them), as well as birth certificates of these minor citizens.
Check-in to the Hotel of a minor citizen of the Russian Federation who has reached 14 years of age is carried out on the basis of his identity document, and identity documents, or the document specified in paragraph 3.1.1 of these Rules, of the parents (legal representatives) or accompanying person(s) with him, provided that such accompanying person(s) provide consent. In the absence of parents (legal representatives) or accompanying person(s) with such a minor, check-in of this minor to the accommodation facility is carried out on the basis of his identity document, provided that consent 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 for Registration and Removal of Citizens of the Russian Federation from Registration Records 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 dated July 17, 1995 "On Approval of the Rules for Registration and Removal of Citizens of the Russian Federation from Registration Records at the Place of Stay and Place of Residence within the Russian Federation and the List of Persons Responsible for Receiving and Transmitting Documents for Registration and Removal from Registration Records of Citizens of the Russian Federation at the Place of Stay and Place of Residence within the Russian Federation."
3.1.4. Check-in to the accommodation facility of a foreign citizen or stateless person under 18 years of age is carried out on the basis of the documents specified in paragraph 3.1.2 of these Rules, proving the identity of the foreign citizen or stateless person under 18 years of age, and the parents (legal representatives) or accompanying person(s) with them, provided that such accompanying person(s) provide consent.
3.2. The Executor reserves the right to refuse to provide temporary accommodation services to a Guest in case the Guest fails to provide the documents provided for in clauses 3.1.1-3.1.4 of these Rules upon check-in.
3.3. The Executor reserves the right to refuse to provide temporary accommodation services to foreign citizens and stateless persons who are 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 your status before check-in on the Ministry of Internal Affairs website at the link https://xn--b1aew.xn--p1ai/rkl.
3.4. Upon check-in to the Hotel, the Guest signs a Registration Card – a document confirming the Guest's check-in to the Hotel.
3.5. Upon expiration of the agreed period of stay, the Guest is obliged to vacate the room. The period of stay may be extended only in the absence of confirmation of booking in favor of third parties.
3.6. Visits to staying guests at the Hotel by third parties are permitted with the mutual consent of the Executor and the staying Guest. Visitors are allowed to stay in the room from 7.00 am to 11.00 pm. If a visitor remains in the room after 11.00 pm, the Executor reserves the right to charge the visitor or the Guest staying in the room for the payment of an additional place.
3.7. Hotel rooms are intended exclusively for temporary accommodation. Holding noisy, mass events, corporate parties, parties is prohibited. Any form of stay in the room not prohibited by law is agreed upon with the Executor in advance.
3.8. The Executor has the right to refuse to provide temporary accommodation services to persons who are in a state of alcohol or drug intoxication.
4.1. The Executor provides services to the Customer (Guest) for providing guests with places for temporary accommodation in a room of the corresponding category at prices valid at the time of booking such services. Other services are provided to the Customer (Guest) at prices valid at the time of payment for such services. A different payment procedure may be provided for in the Booking Confirmation and/or Registration Card.
4.1.1. Prices for the Executor's services are posted at the Reception and Accommodation Desk and/or on the Executor's website, in online booking systems.
4.1.2. The Executor has the right to provide benefits (discounts) and advantages to Guests and/or Customers who are individuals. The conditions for providing benefits (discounts) and advantages are indicated on the Executor's website.
4.2. Payment for temporary accommodation services and additional services is made in Russian rubles in cash or non-cash form, in accordance with the legislation of the Russian Federation.
When making payments with the Customer (Guest), the Executor issues the Customer (Guest) a cash receipt or a document drawn up on a strict reporting form.
4.3. The Hotel has a daily accommodation payment. The unit of measurement for the period of stay in the Hotel is a billing day. The billing hour for the start of service (check-in time) is 3:00 pm. The estimated time for vacating the room (check-out time) is 12:00 pm.
4.4. Payment for accommodation in case of the Guest's arrival at the Hotel before the billing hour or delay in the Guest's departure:
In case of arrival at the Hotel before the billing hour, the accommodation fee is charged in the following order:
from 00.00 to 12.00 – payment is made for half a day;
from 12:00 to 15:00 – free of charge, subject to room availability;
In case of delay in the Guest's departure, the accommodation fee is charged in the following order:
from 12:00 to 14:00 – free of charge, subject to room availability;
from 14:00 to 18:00 – payment is made for half a day;
starting from 18:00 – payment is made for a full day.
4.5. 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 cost of services.
4.6. If a Guest stays at the Hotel for less than a day (24 hours), payment is made according to the cost of services per day, regardless of the billing hour. The Hotel does not provide hourly payment.
4.7. Children up to and including 3 years old stay at the Hotel free of charge with the provision of a baby cot.
4.8. Accommodation of children aged 4 to 12 years inclusive may be carried out in an extra bed in the room together with legal representatives or accompanying persons.
4.9. Accommodation of children aged 13 years and older is carried out at the prices provided for an adult Guest. Accommodation of children aged 13 years and older may be carried out in an extra bed in the room together with legal representatives or accompanying persons.
4.10. If desired, the Guest may use additional paid services. For the use of additional paid services, the Customer (Guest) is obliged to make payment in full.
5.1. [Clause number missing in original, but text continues]
The right to priority service in the Hotel have:
Heroes of the Russian Federation and the Soviet Union, full holders of the Orders of Glory;
disabled since childhood, disabled persons of group 1 and one person accompanying them;
military personnel undergoing military service under contract, sent on a business trip, upon presentation of a travel certificate (Clause 6, Article 20 of the Federal Law of the Russian Federation "On the Status of Military Personnel" No. 76-FZ dated 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 Executor's services within the terms and in the manner specified in the contract;
comply with the rules established at the Hotel, including but not limited to: fire safety rules, rules for staying with pets at the Hotel, rules for visiting the SPA, fitness center, swimming pool, etc.;
take good care of the Executor's property;
compensate for damage in case of loss and/or damage to the Executor's property in accordance with the Contract and the current legislation of the Russian Federation.
not disturb other guests staying at the Hotel, maintain silence and public order;
strictly comply with fire safety rules, prevent the occurrence of fire;
comply with the "Rules for staying with pets at the Hotel";
when leaving the room, close the water taps, windows, balcony door, turn off the lights, TV and other electrical appliances, lock the room;
upon departure, make full payment for the paid services provided to him (unless otherwise provided by the contract), notify the porter of the reception and service department about his departure, hand over the key to this department, present the room for return to the Hotel staff;
keep windows and doors of the room closed when the air conditioner is running;
be responsible for the actions of visitors invited by him to his room, the number of visitors should not exceed 4 people for each occupied room. When holding celebratory events, the number of invited guests is separately agreed with the administration of the Executor.
5.3. The Hotel prohibits:
leaving unauthorized persons (not staying in the room) in the room, as well as giving such persons the key to the room;
leaving children in the room unattended by adults;
storing bulky items, flammable materials, weapons, chemical, radioactive and explosive substances, heavy metals;
bringing any type of weapon 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 agreement with the administration;
independently making changes to the technical equipment of the room without agreement with the Hotel administration;
moving televisions to other rooms of the room without agreement with the administration;
disturbing the peace of staying guests after 11:00 pm;
being in a state of severe alcohol or drug intoxication, drinking alcoholic beverages in public areas (Hotel lobby, children's room/playground, in the fitness center, in the areas: swimming pool, hammam, Finnish sauna);
cooking food on balconies, including using barbecues and other heating devices;
throwing garbage from balconies, as well as leaving garbage bags in the corridors;
bathing animals in the bathtub and using Hotel linen for animal care;
installing and storing personal items and structures in the green area and in public areas;
conducting audio, photo, film, video shooting of the Hotel without agreement with the Hotel administration;
smoking tobacco, or tobacco-containing products in the Hotel and in the adjacent territory, except for specially designated places, parking vehicles outside specially designated areas for this purpose;
5.4. By concluding the Contract, the Customer (Guest) takes note and does not object to the fact of using the video surveillance system in the public areas of the Hotel and the adjacent territory.
5.5. The Hotel is responsible for the loss, shortage or damage to the Guest's belongings brought into the hotel, with the exception of money, other currency valuables, securities and other precious items. An item entrusted to the hotel staff, or an item placed in a safe deposit box, is considered brought into the hotel.
5.6. The hotel room is equipped with a metal box for storing documents. Since the box does not meet the requirements for burglary resistance, such a box is not a safe. The Executor is not responsible for money, other currency valuables, securities and other precious items left in the metal box. For storing money and other valuables, the Guest may use the service of providing a safe deposit box by contacting the Reception and Accommodation 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 were placed by the Guest in a safe deposit box provided to him by the hotel. The Hotel is released from liability for the unsafety of the contents of such a box if it proves that under the storage conditions, access of anyone to the safe without the guest's knowledge was impossible or became possible due to force majeure.
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