Rules for the provision of hotel services

of 02.04.2021

These Rules for the provision of hotel services at Hotel Irkutsk LLC  have been drawn up on the basis of the Civil Code of the Russian Federation, Law of the Russian Federation No. 2300-1 of 07.02.1992 “On the 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 of 18.11.2020; they govern relations in the field of the provision of hotel services and other additional services (hereinafter referred to jointly as hotel services) at Hotel Irkutsk LLC.

- These Rules constitute a public offer of the limited liability company “Hotel Irkutsk”) addressed to an unlimited range of consumers interested in purchasing hotel services.
- The certificate awarding Hotel Irkutsk the “three stars” category No. 77/А010-00130-77/01113002/451-2024 of 15 December 2024 is valid until 14 December  2027.
- These Rules are displayed at the Front Office and on the official website of the Hotel.
- The Hotel is intended for the temporary accommodation of guests for a period agreed with the Hotel.

1. BASIC TERMS AND ACCOMMODATION PROCEDURE

“Hotel” - the property complex of the Irkutsk hotel, located at: 664025 Irkutsk, Gagarina Boulevard, 44.

“Guest” - a natural person, a consumer of hotel services.

“Front Office” - the reception and accommodation department of the Hotel.

The Hotel operates – around the clock, all year round.

The check-in time is 14:00 local time.

The check-out time is 12:00 local time. 

The following are accepted as identity documents:

- the passport of a citizen of the Russian Federation, which certifies the identity of a citizen of the Russian Federation within the territory of the Russian Federation;
- the passport of a citizen of the USSR, which certifies the identity of a citizen of the Russian Federation until it is replaced within the established period by the passport of a citizen of the Russian Federation;
- a birth certificate - for a person under 14 years of age;
- the passport certifying the identity of a citizen of the Russian Federation outside the Russian Federation - only for persons permanently residing outside the Russian Federation.
- the passport of a foreign citizen or another document established by federal law or recognised under 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 recognised under an international treaty of the Russian Federation as a document certifying the identity of a stateless person;
- a temporary residence permit of a stateless person;
- a residence permit of a stateless person;
- a temporary identity card of a citizen of the Russian Federation;

Minors under 14 years of age are accommodated at the hotel on the basis of the identity documents of the parents (adoptive parents, guardians) or of the accompanying person (persons) who are with them, provided that such person (persons) presents the consent of the legal representatives (of one of them), as well as the birth certificates of these minors.

Minors who have reached 14 years of age and are not accompanied by their legal representatives are accommodated at the hotel on the basis of the identity documents of these minors, provided that a notarised consent of the legal representatives (of one of them) is presented.

The terms for receiving and accommodating groups of children accompanied by adults are agreed individually in each case by signing a written contract.

The receptionist of the Hotel’s  Front Office is responsible for registering the persons accommodated at the Hotel. If the relevant documents are missing, the Hotel has the right to refuse accommodation to Guests.

Subject to the availability of vacant rooms, accommodation at the Hotel may be provided before the check-in time at no extra charge, but not earlier than 12:00. Subject to the availability of vacant rooms, a Guest may be granted a later departure at no extra charge, but not later than 13:00.

When registering a stay at the Hotel, the Front Office issues a Guest card confirming that a contract for the provision of services has been concluded. The Guest card states:

- the surname and first name of the Guest.
- details of the room provided.
- the dates of the stay.

 

Guests staying at the Hotel enter the guest room floors using their Guest card. When making a reservation, or on arrival without a prior reservation, the Guest chooses a room category. The right to allocate a particular room within the category chosen by the Guest remains with the Hotel.

The total number of Guests staying in a room must not exceed the number of beds provided and paid for in the room; children up to and including 7 years of age may be an exception.

The Hotel reserves the right to refuse accommodation to persons who appear to be under the influence of alcohol or drugs.

 

2. TERMS AND PROCEDURE FOR RESERVING ROOMS

Advance orders (hereinafter - reservations) for accommodation services at the Hotel are placed by sending a request to the reservations department by telephone on + 7 (3952) 250-500, ext. 500, 250-600 or by e-mail to booking@eastland.ru , as well as from the Hotel’s website www.irkutsk-hotel.ru.

The Customer’s request states the Customer’s details, the full name of the Guest, the period of stay, the times of arrival and departure, the room category and its price per night, any special conditions of stay, whether a transfer is required, the guaranteed form of payment or the number of the credit card from which   payment will be taken.

A Guest may cancel previously reserved accommodation services at the Hotel in writing (by e-mail) or orally (by telephone), unless the terms of the reservation provide otherwise.

Accommodation services at the Hotel are guaranteed by the Guest paying for the reserved services in full or in part (for the first night of the stay).

The Hotel applies the following types of reservation:

a) guaranteed reservation - a type of reservation under which the hotel holds the room for the consumer until the check-out time of the day following the planned day of arrival. In the event of a late cancellation, late arrival or no-show, the consumer or the customer is charged for the actual time the room (bed in the room) stood empty, but for no more than one night. If the consumer is more than one day late, the guaranteed reservation is cancelled;

b) non-guaranteed reservation - a type of reservation under which the hotel holds the room for the Guest until 18:00 on the day of arrival, after which the reservation is cancelled.

 

3. PAYMENT PROCEDURE

The Guest pays for accommodation services and additional services provided by the Hotel in accordance with the Price Lists approved by the 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 services are provided upon payment in full.

The Hotel charges for accommodation on a nightly basis.

Payment for accommodation is charged in accordance with the check-out time established by these Rules.

Where a Guest checks in before the check-out time (before 14:00) and stays for more than one night, a charge for half a night is applied. If the period between check-in and the check-in time exceeds 12 hours, the consumer is charged for a full night.

For a stay of no more than one day (24 hours), a full night is charged regardless of the time of arrival.

If a Guest departs less than 12 hours after the check-out time, a charge for half a night is applied, based on the Price List in force at the Hotel on the date of departure. The Guest is entitled to use the room until 24:00.

If a Guest departs between 12 and 24 hours after the check-out time, a full night is charged.

Children up to and including 7 years of age stay at the Hotel free of charge. Breakfast and an extra bed are not provided.

For children up to and including 2 years of age an extra bed (a cot) is provided free of charge at the Guest’s request. Breakfast is not provided.

For children over 2 years of age and for other Guests, an extra bed is provided at the request of the main Guest and is charged in accordance with the current Price List. The price of an extra bed per night includes the cost of breakfast.

A stay at the Hotel may be extended at the Front Office subject to the availability of vacant rooms. The Guest must inform the Front Office of the 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 to refuse the extension. A stay is extended for no less than half a night and only with advance payment for the whole extended period.

Where necessary, the Hotel may provide an extra bed in the room. The extra bed is charged in accordance with the current Price List.

If a Guest has used the room and/or announces a cancellation of the accommodation more than one hour after check-in, the payment for the first night is not refunded.

If a Guest departs before the end of the paid period of stay, the account is settled for the actual time of stay (but for no less than one night) and for the additional chargeable services provided. Any amount exceeding the cost of the actual stay and of the additional chargeable services provided is refunded to the Guest.

Additional chargeable services provided by the Hotel are paid for by the Guest in accordance with the current Price Lists. Information on the range and prices of additional chargeable services is available from the Front Office.

The following services are provided to the Guest at no extra charge:

- calling an ambulance or other emergency services;
- use of a first-aid kit;
- delivery to the room of correspondence addressed to the consumer, once it has been received;
- a wake-up call at a specified time;
- the provision of boiling water;
- calling a taxi;
- information on train and flight timetables;
- information on city transport, sights, shops and restaurants;
- carrying luggage;
- use of a safe deposit box at the Front Office desk;
- use of the refrigerator and the TV;
- use of the free wi-fi throughout the hotel;
- use of the gym.

 

4. OBLIGATIONS OF THE GUEST

Guests staying at the Hotel are obliged:

- to observe the rules of residence established by the Hotel.
- to keep quiet and tidy in the room and to observe public order at the Hotel (not to make noise, not to talk loudly, not to play the TV loudly).
- to observe the fire safety rules.
- on leaving the room, to close the taps and the windows and to switch off the lights and other electrical appliances.
- to vacate the room at the end of the paid period of stay.
- to pay in good time and in full for the chargeable services provided by the Hotel that are not included in the price of the room.
- to smoke only in the places designated for that purpose.
- to give the Hotel’s staff access to the room at least once every three days during the stay at the Hotel for routine cleaning of the room and a change of bed linen.
- in the event of loss of or damage to the Hotel’s property, to make good the damage in the manner provided for by the current legislation. The amount of - - compensation is determined in accordance with the Price List of the value of property in force at the Hotel.
- on departure from the Hotel, to settle in full for the chargeable services provided, to notify the Front Office of the departure and to hand in the room key

 

5. WHAT IS 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 be at the Hotel only with the Guest’s consent, from 08:00 to 23:00. The Guest is responsible both for the timely departure of the invited persons and for their observance of the rules of stay at the Hotel. After 23:00 invited persons must leave the Hotel or register a stay.
- passing the room key or the Guest card to third parties.
- keeping pets or birds in the room without the agreement of the Hotel Administration.
- keeping bulky items (crates, boxes) in the room, which should be handed in to the Hotel’s left-luggage room, as well as explosive or toxic materials and weapons.
- using heating appliances, with the exception of the appliances installed in the room.
- rearranging or moving furniture without the agreement of the Hotel Administration.
- taking property belonging to the Hotel out of the rooms.
- Disturbing the peace of other Guests staying at the Hotel.
- Openly carrying any kind of civilian, service or combat weapons, including in the performance of official duties.
- Cooking in the room using heating appliances.
- Bringing in or keeping explosive, highly flammable, corrosive, poisonous or narcotic substances and other dangerous objects;
- Consuming alcoholic drinks or food brought in from outside in the cafe, the lobby bar or the conference hall.
- Throwing objects, cigarette ends and the like out of the windows.
- Smoking in the rooms and other premises of the Hotel, or in places not designated for that purpose, in accordance with Federal Law No. 15-FZ of 23.02.2013 “On protecting the health of citizens from the effects of ambient tobacco smoke and the consequences of tobacco consumption”. For smoking in the room the Guest pays for the room standing empty while it is aired and while the textiles are laundered and dry-cleaned, in the amount of one night’s price of the room according to the current Price List;
- If the conditions set out in these clauses are breached, the Hotel has the right to stop providing hotel services unilaterally.

6. OBLIGATIONS OF THE HOTEL

The Hotel undertakes:

- To ensure the quality of the services declared by the Hotel.
- To provide full information about the services provided by the Hotel and about the form and procedure of payment for them.
- To ensure that every room contains information on the rules of residence at the Hotel, the fire safety rules and the rules for using electrical appliances.
- To provide the Comments and Suggestions Book, which is kept at the Hotel’s Front Office, at the Guest’s first request.
- Not to provide services that are charged for without the Guest’s consent.
- To consider Guests’ requests and complaints without delay and to act upon 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 emergency repair, sanitary and epidemiological or other measures need to be carried out there in order to remove causes that threaten the stay or that prevent the premises from being used safely and to the proper standard.

 

7. ADDITIONAL INFORMATION ON THE CONDITIONS OF STAY

The Hotel has the right to refuse a Guest a further stay at the Hotel in the event of a breach of these Rules or of late payment for the services provided.

Subject to the availability of vacant rooms, the following are accommodated at the Hotel without queuing:

- Heroes of the Russian Federation and of the Soviet Union and full holders of the Order of Glory.
- Veterans of the Great Patriotic War.
- Persons with disabilities of the first, second and third groups and those accompanying them.

If a Guest is absent from the room for more than 3 hours after the end of the period of stay (where the stay has not been extended and paid for in time), the Hotel Administration has the right to decide to form a commission and to draw up an inventory of the Guest’s property left in the room. Valuables in the form of money, precious metals, valuable documents and other belongings are placed by the Hotel Administration in the Front Office left-luggage room.

In accordance with the Civil Code of the Russian Federation:

- The Hotel is liable, without any special agreement with the Guest to that effect, for the loss, shortage or damage of the Guest’s belongings brought into the Hotel, with the exception of money, currency valuables, securities and valuables.
- An item is deemed to have been brought into the Hotel if it has been entrusted to the Hotel’s staff or if it has been placed in the hotel room or in another place designated for that purpose.
- The Hotel is liable for the loss of money, currency valuables, securities and valuables provided that they were accepted by the Hotel for safekeeping or placed by the Guest in an individual safe provided to the Guest by the Hotel.
- The Hotel is released from liability for the safety of the contents of such a safe if it presents evidence that, under the conditions of storage, access to the safe by anyone other than the Guest was impossible or became possible as a result of force majeure.
- A Guest who discovers the loss, shortage or damage of belongings must report this to the Hotel Administration immediately. Otherwise the Hotel is released from liability for the safety of the belongings.
- If belongings forgotten by a Guest are found, the Hotel notifies the owner of the belongings without delay, provided the owner is known. The Hotel keeps an item forgotten by a Guest for 6 months. Valuables and money are kept for up to 1 year.
- The Guest acknowledges and does not object to the use of video surveillance systems on the Hotel’s premises (with the exception of the rooms and the toilet cubicles).
- In resolving disputes, the Guest and the Hotel are governed by the Civil Code of the Russian Federation, Law of the Russian Federation No. 2300-1 of 07.02.1992 “On the Protection of Consumer Rights”, the “Rules for the provision of hotel services in the Russian Federation” approved by Decree of the Government of the Russian Federation No. 1853 of 18.11.2020, and other provisions of the current legislation of the Russian Federation.