Rules for the provision of hotel services
This translation is provided for the convenience of guests. The Russian version of the document is legally binding.
These Rules for the provision of hotel services at ART Hotel have been developed in accordance with the Civil Code of the Russian Federation, Law No. 2300-1 of 7 February 1992 "On Consumer Rights Protection" and Decree of the Government of the Russian Federation No. 1912 of 27 November 2025 "On Approval of the Rules for the Provision of Hotel Services and Services of Other Accommodation Facilities in the Russian Federation".
1. GENERAL TERMS AND ACCOMMODATION PROCEDURE
"Provider": Sole Proprietor Yuri Gennadyevich Milaev, registered at: 359212, Republic of Kalmykia, Lagansky Municipal District, Dzhalykovskoye Rural Settlement, village of Dzhalykovo, Vodnikov Street, building 3, apartment 1; Certificate of Registration in the Unified State Register of Individual Entrepreneurs (EGRIP) No. 324300000023773 dated 21.05.2024; Taxpayer Identification Number (INN) 301706228261.
"Hotel": ART Hotel, located at: 414000, Astrakhan, Kirova Street 87, 3rd floor, premises 5.
"Hotel services": a set of services providing temporary accommodation at the Hotel, including related services, the list of which is determined by the Provider.
"Guest": an individual who is a consumer of hotel services and intends to order or purchase hotel services for personal and other needs not related to business activities.
"Front Desk": the Reception and Accommodation Department of the Hotel.
The Hotel operates 24 hours a day.
The standard check-in time is 2:00 p.m.
The standard check-out time is 12:00 noon.
The Hotel has been issued Certificate No. 30/A010-00130-77/01289996/302-2024 on the assignment of the "Three Stars" category. The Certificate was issued on 18.12.2024 by the accredited organization Federal Budgetary Institution "Astrakhan Center for Standardization and Metrology" (FBU "Astrakhanskiy TsSM") and is valid until 18.12.2027.
Registry entry number in the Unified Register of Classified Facilities in the Tourism Industry: C302024007791, valid until 21.07.2028.
Accommodation services at the Hotel are provided after the Guest presents a duly issued identity document and pays in full for all Hotel services for the entire period of stay.
Citizens of the Russian Federation are checked in upon presentation of the following documents:
- Passport of a citizen of the Russian Federation certifying the identity of a citizen of the Russian Federation within the territory of the Russian Federation;
- Passport of a citizen of the USSR certifying the identity of a citizen of the Russian Federation, until it is replaced within the prescribed period with a passport of a citizen of the Russian Federation;
- Passport of a citizen of the Russian Federation certifying the identity of a citizen of the Russian Federation outside the Russian Federation (international passport);
- Temporary identity card of a citizen of the Russian Federation;
- Identity document of a serviceman of the Russian Federation: during mobilization, during martial law and in wartime;
- In the absence of the above identity documents of a citizen of the Russian Federation, check-in is carried out upon presentation of a Russian national driving licence;
- Birth certificate: for a person under 14 years of age;
Minor citizens of the Russian Federation under 14 years of age, as well as minor citizens of the Russian Federation aged 14 or over who have not yet received a passport of a citizen of the Russian Federation, are checked in on the basis of the birth certificate of such minors and the identity documents of the parents (legal representatives) or accompanying person(s) staying with them, subject to the consent of the parents (legal representatives) of such minors to their check-in at the hotel.
A minor citizen of the Russian Federation aged 14 or over is checked in on the basis of his or her identity document and the identity documents of the parents (legal representatives) or accompanying person(s) staying with him or her, provided that such accompanying person(s) present a power of attorney or the written consent of the parents.
If such minors are not accompanied by their parents (legal representatives) or an accompanying person (persons), they are checked in on the basis of their identity document, provided that the written consent of both parents is presented.
Foreign citizens and stateless persons are checked in upon presentation of the following documents:
1. Identity document:
- Passport of a foreign citizen or another 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;
- Birth certificate: for a person under 14 years of age;
- 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;
- Temporary residence permit of a stateless person;
- Residence permit of a stateless person;
- Temporary identity card of a stateless person in the Russian Federation.
2. Documents for migration registration:
- Migration card
- Visa, if required for citizens of the foreign national's country.
In the absence of the relevant documents, the Hotel has the right to refuse check-in to Guests.
When booking, checking in or checking in without a prior reservation (walk-in), the Guest chooses the room category. The Hotel reserves the right to allocate a specific room within the category chosen by the Guest.
The total number of Guests staying in a room must not exceed the number of beds in the room.
The Hotel reserves the right to refuse accommodation to persons who are presumably under the influence of alcohol or drugs.
Hotel services are provided by the Provider on the basis of a contract concluded in writing.
A contract concluded with a consumer or a customer who is an individual and not a sole proprietor is a public contract.
2. TERMS AND PROCEDURE FOR ROOM RESERVATIONS
Advance ordering (hereinafter, "booking") of accommodation services at the Hotel is made by sending a request to the reservations department by telephone, fax, e-mail or in person.
Cancellation of previously booked accommodation services at the Hotel is made by the Guest in
writing (fax, e-mail) or orally (by telephone), unless otherwise provided by the booking terms.
The guarantee of the provision of accommodation services at the Hotel is full or partial (for the first night of stay) payment by the Guest for the booked services.
The Hotel uses the following types of booking:
a) Guaranteed booking: a type of booking under which the hotel holds the room for the consumer until the check-out time of the day following the scheduled day of arrival. In the event of late cancellation, late arrival or no-show, the consumer or the customer is charged for the actual idle time of the room (bed in the room), but for no more than one day. If the arrival is delayed by more than one day, the guaranteed booking is cancelled.
b) Non-guaranteed booking: a type of booking under which the hotel holds the room for the Guest for 3 hours from the expected time of arrival, after which the booking is cancelled.
3. PAYMENT PROCEDURE
Payment by the Guest for accommodation and additional services provided by the Hotel is made in accordance with the Price Lists approved by the General Director of the Hotel. Payment may be made in cash at the Hotel's cash desk, by credit card or by bank transfer to the Hotel's settlement account. Accommodation is provided upon full payment for the services.
The Hotel charges for accommodation on a per-day basis.
Payment for accommodation is charged in accordance with the standard check-in and check-out times established by these Rules.
If the Guest arrives between 00:00 and the established standard check-in time, subject to room availability and a stay of at least one day, the Guest is charged for the stay until the established standard time at the rate of half a day as set out in the Price List.
For accommodation without a prior reservation and (or) a stay of no more than one day, a charge is made for one full day.
If the Guest's departure is delayed by less than 12 hours after the check-out time, a charge for half a day is made based on the Hotel's Price List in effect on the date of departure. The Guest is entitled to use the room until 24:00.
If the Guest's departure is delayed by 12 to 24 hours after the check-out time, a charge for a full day is made.
Children under 12 years of age stay at the Hotel free of charge. No extra bed is provided.
Children up to and including 4 years of age are provided with an extra bed (cot) free of charge at the Guest's request.
For children aged 4 and over and other Guests, an extra bed is provided at the request of the main Guest for a fee in accordance with the current Price List. The daily price of an extra bed includes breakfast.
Extension of stay at the Hotel is arranged at the Front Desk subject to room availability. The Guest must notify the Front Desk of his or her intention to extend the stay at least 2 hours before the check-out time; otherwise, the Hotel has the right to move the Guest to another room or refuse to extend the stay. The stay is extended for no less than half a day, subject to mandatory prepayment for the entire extended period.
If necessary, the Hotel may provide an extra bed in the room. The extra bed is charged in accordance with the current Price List.
If the Guest has used the room and/or has declared a refusal of accommodation more than one hour after check-in, payment for the first day of stay is not refunded.
If the Guest departs before the end of the prepaid period of stay, payment is calculated for the actual time of stay (but for no less than one day) and for the additional paid services rendered. Any amount exceeding the cost of the actual stay and the additional paid services rendered is refunded to the Guest.
Additional paid services provided by the Hotel are paid for by the Guest in accordance with the current Price Lists. Information on the list and cost of additional paid services is provided by the Front Desk.
The following services are provided to the Guest free of charge:
- Calling an ambulance or other emergency services;
- Calling a taxi;
- Information on train and flight schedules;
- Information on public transport, sights, shops and restaurants;
- Delivery to the room of correspondence addressed to the consumer upon its receipt;
- Wake-up call at a specified time;
- Provision of boiling water, needles, thread, one set of dishes and cutlery;
- Use of the refrigerator and TV (except pay channels).
- Wi-Fi throughout the hotel;
- Use of the ironing room;
- Use of the gym;
- Use of the massage chair;
- Use of the parking lot;
- Luggage storage.
4. GUEST OBLIGATIONS
Guests staying at the Hotel must:
- Comply with the rules of residence established by the Hotel.
- Maintain silence and order in the room and public order in the Hotel (do not make noise, do not talk loudly, do not play the TV loudly).
- Comply with fire safety rules.
- When leaving the room, turn off water taps, close windows, and switch off the lights and other electrical appliances.
- Vacate the room upon expiry of the paid period of stay.
- Pay on time and in full for paid services provided by the Hotel that are not included in the room rate.
- Smoke only in designated areas.
- Provide Hotel staff with access to the room at least every three days during the stay at the Hotel for routine room cleaning and change of bed linen.
- In the event of loss of or damage to Hotel property, compensate for the damage in the manner prescribed by applicable law. The amount of compensation is determined in accordance with the Hotel's current Price List for the value of property.
- Upon departure from the Hotel, settle in full for the paid services provided, notify the Front Desk of departure and return the room key.
5. NOT PERMITTED AT THE HOTEL
The following is prohibited at the Hotel:
- Leaving invited persons in the room in the absence of the main Guest. Invited persons may stay at the Hotel only with the Guest's consent from 08:00 to 22:00. The Guest is responsible both for the timely departure of invited persons and for their compliance with the Hotel rules of residence. After 22:00, invited persons must leave the Hotel or register for accommodation.
- Giving the room key or Guest card to third parties.
- Keeping pets and birds in the room without the approval of the Hotel Administration.
- Storing in the room bulky items (crates, boxes), which should be deposited in the Hotel's luggage room, as well as explosive or toxic materials and weapons.
- Using heating appliances other than those installed in the room.
- Rearranging or moving furniture without the approval of the Hotel Administration.
- Removing property belonging to the Hotel from the rooms.
- Disturbing the peace of other Guests staying at the Hotel.
- Openly carrying any type of civilian, service or combat weapons, including while on duty.
- Drinking alcoholic beverages or consuming food in the public areas of the Hotel (lobby, floor halls).
- Smoking in rooms and other premises of the Hotel, as well as in places not designated for this purpose, in accordance with Federal Law No. 15-FZ of 23 February 2013 "On Protecting Public Health from the Effects of Second-Hand Tobacco Smoke and the Consequences of Tobacco Consumption". Pursuant to Article 6.24 of the Code of Administrative Offences of the Russian Federation, a fine is imposed on the Guest, and the amount of damage caused by smoking is to be compensated in accordance with the Hotel's current Price List.
In the event of a breach of the conditions set out in these clauses, the Hotel has the right to unilaterally terminate the provision of hotel services.
6. HOTEL OBLIGATIONS
The Hotel undertakes to:
- Ensure the quality of services declared by the Hotel.
- Provide full information on the services rendered by the Hotel and the form and procedure of payment for them, and place this information in the "Guest Folder" in the room and at the Hotel Front Desk.
- Ensure that each room contains information on the rules of residence at the Hotel, fire safety rules and rules for the use of household electrical appliances.
- Provide, at the Guest's first request, the "Book of Comments and Suggestions", which is kept at the Hotel Front Desk.
- Not provide services subject to an additional charge without the Guest's consent.
- Change bed linen and towels at least once every three days. At the Guest's request, bed linen and towels may be changed more frequently for an additional charge.
- Promptly consider Guests' requests and complaints and take action on Guests' complaints.
- The Hotel has the right to replace the room or bed provided to the Guest at the Hotel, and to require the Guest to vacate the occupied premises immediately if it is necessary to carry out emergency repairs, sanitary and epidemiological measures or other measures aimed at eliminating causes that pose a threat to residence or that prevent proper and safe use of the premises.
7. ADDITIONAL INFORMATION ON THE TERMS OF STAY
- The Provider reserves the right for authorized persons to enter the hotel room without the Guest's consent in the event of smoke, fire or flooding, as well as in the event of a breach by the Consumer of these Rules of Residence, public order or the rules for the use of household appliances.
- The Hotel has the right to refuse the Guest further accommodation at the Hotel in the event of a breach of these Rules or late payment for services rendered.