RULES AND CONDITIONS FOR PROVIDING HOTEL SERVICES
I. General Provisions
1. These Rules regulate relations in the area of providing hotel services upon conclusion and execution of an agreement on the provision of the said services between the customer (consumer) and a legal entity, a branch of a foreign legal entity included in the state register of accredited branches, representative offices of foreign legal entities, or an individual entrepreneur providing hotel services to the consumer (hereinafter referred to as the contractor).
2. The following concepts are used in these Rules: "booking" — assignment of a room (bed in a room) to the consumer at a hotel under the conditions specified in the application of the customer or consumer and confirmation of this application by the provider; "check-out time (check-out time)" — the time set by the provider for the consumer's check-out; "check-in time" — the time set by the provider for the consumer's check-in; "customer" — an individual or legal entity or sole proprietor intending to order or purchase or ordering or purchasing hotel services on behalf of the consumer; "consumer" — an individual intending to order or purchase or ordering or purchasing and (or) using hotel services for personal and other needs not related to the implementation of entrepreneurial activities; "room price (bed in a room)" — the cost of temporary accommodation and other related services determined by the contractor, rendered for a single price. The concepts of "hotel" and "hotel services" used in these Rules have the meanings defined in the Federal Law "On the Fundamentals of Tourist Activity in the Russian Federation". The composition of services included in hotel services is determined by the requirements established by the Regulation on the classification of hotels, approved in accordance with Part Seven of Article 5 of the Federal Law "On the Fundamentals of Tourist Activity in the Russian Federation", depending on the type and category of hotel.
3. Requirements for hotel services, including their volume and quality, are determined by agreement of the parties to the agreement on the provision of hotel services (hereinafter referred to as the agreement) and must not contradict the requirements established by federal laws or other regulatory legal acts of the Russian Federation.
4. The price of a room (place in a room) of the relevant category is set the same for all consumers, except in cases where the legislation of the Russian Federation or local regulations of the contractor permit the provision of benefits and advantages for certain categories of consumers.
5. The provision of hotel services is permitted only if there is a certificate of assignment to the hotel of a certain category, as provided for by the regulation on the classification of hotels, approved in accordance with Part Seven of Article 5 of the Federal Law "On the Fundamentals of Tourist Activity in the Russian Federation", if such a requirement is provided for by the legislation of the Russian Federation.
6. The Contractor has the right to independently establish rules for accommodation in the hotel and use of hotel services that do not contradict the legislation of the Russian Federation.
7. These Rules are communicated by the contractor to the customer (consumer) in an accessible form.
II. Information about the contractor and the hotel services provided by the contractor
8. The Contractor is obliged to bring to the attention of the consumer by posting on a sign located near the entrance to the hotel or in the hotel premises intended for the registration of temporary accommodation of consumers the following information: a) the name (company name for commercial organizations), address of the place of business and working hours - for a legal entity, address and working hours - for a branch of a foreign legal entity included in the state register of accredited branches, representative offices of foreign legal entities; b) the last name, first name, patronymic (if any), address of the place of business of an individual entrepreneur, working hours, as well as state registration and the name of the body that registered him - for an individual entrepreneur.
9. The contractor is obliged to provide the consumer with information about the services it provides, which must contain: a) information about the contractor, including its contact telephone number, for legal entities - the primary state registration number and taxpayer identification number, for individual entrepreneurs - the primary state registration number of the individual entrepreneur and the taxpayer identification number, for a branch of a foreign legal entity included in the state register of accredited branches, representative offices of foreign legal entities - the accreditation record number, taxpayer identification number, the reason code for registration indicating the body that carried out the state registration; b) information on the type of hotel, the category assigned to the hotel provided for by the regulation on the classification of hotels approved in accordance with Part Seven of Article 5 of the Federal Law "On the Fundamentals of Tourist Activity in the Russian Federation", on the details (number and date of issue) of the certificate of assignment of a certain category to the hotel and on the accredited organization that issued it, as well as on the suspension of the certificate of assignment of a certain category to the hotel; c) information on the category of hotel rooms and the price of rooms (beds in a room); d) a list of services included in the price of a room (beds in a room); d) information on the form and procedure for payment for hotel services; f) a list and price of other paid services rendered by the contractor for a separate fee, the terms of their acquisition and payment; g) information on the form, conditions and procedure for booking, as well as the procedure for canceling a booking; h) the maximum period of stay at the hotel, if this period is set by the contractor; i) a list of categories of persons entitled to receive benefits, as well as a list of benefits provided when providing hotel services in accordance with laws and other regulatory legal acts; k) information on other paid services provided at the hotel by third parties; k) information on the time of check-in and time of check-out from the hotel; l) information on the rules specified in paragraph 6 of these Rules (if any).
10. The information specified in paragraph 9 of these Rules shall be drawn up in such a way that an unlimited number of persons can freely familiarize themselves with it during the entire working hours of the hotel, and shall be placed in the hotel premises intended for the registration of temporary accommodation of consumers. The Contractor shall also have the right to bring to the attention of the consumer the information specified in paragraph 9 of these Rules by posting it on the hotel website in the information and telecommunications network "Internet".
11. Information about the contractor and the services provided by him is communicated to the consumer in Russian and, additionally, at the discretion of the contractor, in the official languages of the constituent entities of the Russian Federation, the native languages of the peoples of the Russian Federation and foreign languages.
III. Conclusion and modification of the contract
12. Hotel services are provided by the contractor on the basis of a contract concluded in writing. A contract concluded with a consumer or with a customer - an individual who is not an individual entrepreneur, is a public contract.
13. The agreement specified in the second paragraph of clause 12 of these Rules must contain: a) the name of the contractor, the primary state registration number and taxpayer identification number — for legal entities, the last name, first name, patronymic (if any) of the contractor, the primary state registration number of an individual entrepreneur and taxpayer identification number — for individual entrepreneurs, the name of the contractor, the accreditation record number, taxpayer identification number, the code of the reason for registration — for a branch of a foreign legal entity included in the state register of accredited branches, representative offices of foreign legal entities; b) information about the customer (last name, first name, patronymic (if any) of an individual and information about his identity document, executed in the established manner); c) information about the type of hotel, hotel category specified in the certificate of assignment of a certain category of hotel, the room (bed in the room) provided and the address of the hotel; d) information about the room category, price of the room (bed in the room), number of rooms (beds in the room); d) period of stay at the hotel; e) time of arrival and time of departure (check-out time); g) other necessary information (at the discretion of the contractor).
14. The written form of the contract is considered to be observed in the event of the preparation of one document (including an electronic one), signed by 2 parties, or confirmation by the contractor of the application sent by the customer (consumer) to the contractor, as well as in the event of the customer (consumer) performing actions aimed at receiving services (including the payment by the customer (consumer) of the corresponding amount to the contractor).
15. The form and procedure for sending an application shall be established by the contractor, and such procedure shall ensure the possibility of establishing that the application comes from the customer or consumer. If there are available rooms (beds in a room) on the dates specified in the application that correspond to the application of the customer (consumer), the contractor shall send the customer (consumer) a notification containing information about the name (company name) of the contractor, the customer (consumer), the category of the booked room and the price of the room (bed in a room), the length of stay at the hotel, the booking conditions, as well as other information determined by the contractor. In this case, the contract is considered concluded from the moment the customer (consumer) receives confirmation of the booking.
16. The Contractor has the right to use the following types of booking in the hotel: a) guaranteed booking — a type of booking in which the hotel waits for the consumer until the check-out time of the day following the day of the planned arrival. In the event of an untimely cancellation of the booking, late arrival or no-show of the consumer, he or the customer shall be charged for the actual downtime of the room (bed in the room), but not more than for one day. If the delay is more than one day, the contract shall be terminated; b) non-guaranteed booking — a type of booking in which the hotel waits for the consumer until a certain time set by the Contractor on the day of arrival, after which the contract shall be terminated.
17. The Contractor has the right to refuse to conclude a contract if there are no available rooms on the dates specified in the application that meet the requirements of the application.
IV. Procedure and conditions for the provision of hotel services
Clause 18 amended from March 30, 2024 - Resolution of the Government of Russia dated March 20, 2024 N 341 See previous version
18. The consumer shall be checked in subject to the presentation by the consumer of a document certifying his/her identity in accordance with the legislation of the Russian Federation, including: 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; a passport of a citizen of the USSR certifying the identity of a citizen of the Russian Federation until it is replaced within the established period with a passport of a citizen of the Russian Federation; a birth certificate - for a person who has not reached the age of 14; 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; a temporary identity card of a citizen of the Russian Federation; 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 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; a temporary residence permit for a stateless person; a residence permit for a stateless person; temporary identity card of a stateless person in the Russian Federation. Check-in of citizens of the Russian Federation into a hotel may also be carried out subject to identification and (or) authentication using a single biometric system. The Rules were supplemented by paragraph 18 1 from March 30, 2024 - Resolution of the Government of the Russian Federation of March 20, 2024 N 341 18 1. Check-in of minors under the age of 14 into a hotel is carried out on the basis of identity documents of their parents (adoptive parents, guardians), accompanying person(s) staying with them, subject to the provision by such accompanying person(s) of the consent of their legal representatives (one of them), as well as birth certificates of these minor citizens. The rules have been supplemented by paragraph 18 2 from March 30, 2024 - Resolution of the Government of the Russian Federation dated March 20, 2024 N 341 18 2. Check-in at a hotel of minor citizens of the Russian Federation under the age of 14, in the case of using a single biometric system, is carried out if one of the following conditions is met: a) identification and (or) authentication of such minor citizens using a single biometric system and identification and (or) authentication using a single biometric system of parents (adoptive parents, guardians) staying with them,accompanying person(s), provided that such accompanying person(s) provides consent of their legal representatives (one of them); b) identification and (or) authentication of such minor citizens using a single biometric system and on the basis of identity documents of their parents (adoptive parents, guardians) or accompanying person(s) present with them, provided that such accompanying person(s) provides consent of their legal representatives (one of them). The Rules were supplemented by clause 18.3 as of March 30, 2024 — Resolution of the Government of the Russian Federation dated March 20, 2024 N 341 18 3. Check-in of minor citizens who have reached the age of 14 in a hotel in the absence of their legal representatives shall be carried out on the basis of identity documents of these minor citizens, provided that the consent of their legal representatives (one of them) is provided. Check-in at a hotel of minor citizens of the Russian Federation who have reached the age of 14, in the absence of their legal representatives, may also be carried out subject to their identification and (or) authentication using a single biometric system and the provision of consent of their legal representatives (one of them). The Rules were supplemented by paragraph 18 4 from March 30, 2024 - Resolution of the Government of the Russian Federation of March 20, 2024 N 341 18 4. If the contractor decides to use a single biometric system for the purpose of checking consumers into the hotel, the contractor: a) ensures the identification and (or) authentication of consumers using a single biometric system; b) receives from the unified identification and (or) authentication system the information about the consumer that is available therein, which is necessary for his/her check-in at a hotel and his/her registration at the place of stay in accordance with paragraph 19 of these Rules, in the event of receiving from the unified biometric system information on the correspondence of the provided biometric personal data of the consumer to the corresponding vectors of the unified biometric system, as well as on the degree of mutual correspondence between the said biometric personal data and the vectors of the unified biometric system, sufficient for the identification and (or) authentication of the consumer.Check-in at a hotel of minor citizens of the Russian Federation who have reached the age of 14, in the absence of their legal representatives, may also be carried out subject to their identification and (or) authentication using a single biometric system and the provision of consent of their legal representatives (one of them). The Rules were supplemented by paragraph 18 4 from March 30, 2024 - Resolution of the Government of the Russian Federation of March 20, 2024 N 341 18 4. If the contractor decides to use a single biometric system for the purpose of checking consumers into the hotel, the contractor: a) ensures the identification and (or) authentication of consumers using a single biometric system; b) receives from the unified identification and (or) authentication system the information about the consumer that is available therein, which is necessary for his/her check-in at a hotel and his/her registration at the place of stay in accordance with paragraph 19 of these Rules, in the event of receiving from the unified biometric system information on the correspondence of the provided biometric personal data of the consumer to the corresponding vectors of the unified biometric system, as well as on the degree of mutual correspondence between the said biometric personal data and the vectors of the unified biometric system, sufficient for the identification and (or) authentication of the consumer.Check-in at a hotel of minor citizens of the Russian Federation who have reached the age of 14, in the absence of their legal representatives, may also be carried out subject to their identification and (or) authentication using a single biometric system and the provision of consent of their legal representatives (one of them). The Rules were supplemented by paragraph 18 4 from March 30, 2024 - Resolution of the Government of the Russian Federation of March 20, 2024 N 341 18 4. If the contractor decides to use a single biometric system for the purpose of checking consumers into the hotel, the contractor: a) ensures the identification and (or) authentication of consumers using a single biometric system; b) receives from the unified identification and (or) authentication system the information about the consumer that is available therein, which is necessary for his/her check-in at a hotel and his/her registration at the place of stay in accordance with paragraph 19 of these Rules, in the event of receiving from the unified biometric system information on the correspondence of the provided biometric personal data of the consumer to the corresponding vectors of the unified biometric system, as well as on the degree of mutual correspondence between the said biometric personal data and the vectors of the unified biometric system, sufficient for the identification and (or) authentication of the consumer.
19. Registration of consumers who are citizens of the Russian Federation at the place of stay in a hotel shall be carried out in accordance with the Rules for the registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation, approved by Decree of the Government of the Russian Federation of July 17, 1995 No. 713 "On approval of the Rules for the registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation and the list of persons responsible for the acceptance and transfer to the registration authorities of documents for the registration and deregistration of citizens of the Russian Federation at the place of stay and at the place of residence within the Russian Federation." Registration of consumers who are foreign citizens and stateless persons at the place of stay in a hotel and their deregistration at the place of stay are carried out in accordance with the Rules for the implementation of migration registration of foreign citizens and stateless persons in the Russian Federation, approved by Resolution of the Government of the Russian Federation of January 15, 2007 No. 9 "On the procedure for implementing migration registration of foreign citizens and stateless persons in the Russian Federation".
20. The Contractor shall provide round-the-clock service to consumers arriving at and departing from the hotel. In a hotel with a room stock of no more than 50 rooms, the Contractor shall have the right to independently set the time of service to consumers arriving at and departing from the hotel.
21. The consumer's check-in and check-out at the hotel shall be carried out taking into account the check-in time and check-out time (check-out time), which shall be established by the contractor taking into account local characteristics and the specifics of the activity. The difference between the time of the consumer's check-out from the room and the time of the consumer's check-in into the room may not be more than 3 hours.
22. The Contractor has the right to set a maximum period of stay at the hotel, the same for all consumers.
23. The price of a room (bed in a room), the list of services included in the price of a room (bed in a room), as well as the procedure and methods of payment for a room (bed in a room) are established by the contractor. The contractor may establish a daily and (or) hourly payment for accommodation. If, in accordance with the legislation of the Russian Federation, state regulation of the cost of hotel services (hotel services) is introduced during events (ceremonies), the cost of hotel services may not exceed the maximum established cost for such category of hotel.
24. The contractor does not have the right to provide other paid services that are not included in the price of the room (bed in the room) without the consent of the consumer.
25. The contractor, at the request of the consumer, is obliged to provide the following types of services without additional payment: a) calling an ambulance; b) use of a first aid kit; c) delivery of correspondence addressed to the consumer to the room upon receipt; d) wake-up call at a specified time; d) provision of boiling water; e) other services at the discretion of the contractor.
26. The consumer (customer) is obliged to pay for hotel services and other paid services within the timeframes and in the manner specified in the contract. When making settlements with the consumer, the contractor issues the consumer a cash receipt or a document drawn up on a strict reporting form.
27. If the contractor, in accordance with paragraph 23 of these Rules, has established a daily payment for accommodation, then the payment for accommodation at the hotel shall be calculated per day, determined in accordance with the check-in time and check-out time (check-out time), established in accordance with paragraph 21 of these Rules. If the consumer checks in before the established check-in time (early check-in) and subsequently stays at the hotel, payment for the room (bed in the room) for the period from the check-in time to the check-in time shall be charged in an amount not exceeding the payment for half a day, except for the case provided for in paragraph three of this paragraph. If the period from the check-in time to the check-in time is more than 12 hours, payment for accommodation shall be charged from the consumer in the manner established by the contractor. In the event of a delay in the consumer's departure after the check-out time (check-out time) (late check-out), payment for accommodation shall be charged from the consumer in the manner established by the contractor.
28. The consumer is obliged to comply with the rules specified in paragraph 6 of these Rules.
29. The procedure for recording, storing and disposing of (destroying) forgotten items in the hotel is determined by the contractor.
V. Unilateral refusal to perform the contract
30. The customer (consumer) has the right to refuse to perform the contract at any time, subject to payment to the contractor of the actual expenses incurred by him.
31. The Contractor has the right to refuse accommodation or terminate the contract for the provision of hotel services in cases where the consumer is rude, aggressive, under the influence of alcohol or drugs, or commits other actions that violate public order and the dignity of employees or other guests of the hotel.
VI. Responsibility of the contractor and the customer (consumer)
32. The contractor is responsible for the safety of the consumer's things in accordance with the legislation of the Russian Federation. 33. For failure to fulfill or improper fulfillment of obligations under the contract, the contractor shall bear liability to the customer (consumer) as provided for by the legislation of the Russian Federation.
34. Damage caused to the life or health of the consumer as a result of the provision of hotel services that do not meet the requirements and (or) terms of the contract shall be subject to compensation by the contractor in accordance with the legislation of the Russian Federation.
35. The consumer shall be liable and shall compensate for actual damage in the event of a breach of obligations under the contract, as well as loss or damage to hotel property due to his fault in accordance with the legislation of the Russian Federation and these Rules.
36. Monitoring of compliance with these Rules is carried out by the Federal Service for Supervision of Consumer Rights Protection and Human Welfare.
37. The Contractor undertakes to eliminate any faults identified by the consumer in the room provided within 1 (one) hour from the moment the complaint is received. If it is impossible to eliminate the faults, the consumer is provided with an alternative room of a similar category at no additional charge.
38. The consumer is obliged to refrain from actions that violate the comfort and safety of other guests, to maintain silence at night, and to treat the hotel staff and property with respect.
