Hotel Accommodation Rules

1.1 These rules are developed in accordance with the Russian Federation Government Decree of November 18, 2020 № 1853 “On Approval of the Rules for the provision of hotel services in the Russian Federation” and determine the conditions of accommodation and use of hotel services in the Boutique Hotel “Marena”.
1.2 These rules can be found:

- in the information folder in the hotel room;

- on the official website of the hotel https://marena-hotel.ru/ in the section “About the hotel”.

1.3. The Rules of hotel services provision in the Russian Federation, approved by the Government of the Russian Federation from November 18, 2020 № 1853, which regulate relations in the field of hotel services provision, can be found in the information folder located in the hotel lobby.

1.4 The hotel has a daily rate, the accommodation fee is calculated per day, determined in accordance with the time of arrival and time of departure (estimated hour). For stays of less than a day, the fee is charged per day regardless of the estimated hour.

1.5 In case of arrears in payment for hotel services (accommodation, additional services), unreimbursed material damage caused to the hotel during the previous stay, in case of inability to guarantee payment for additional services during accommodation in the hotel, as well as in the absence of documents required to be presented at check-in, the hotel has the right to refuse accommodation to citizens.

2.
2.1 The Contractor provides necessary and reliable information about the hotel and services on the hotel website, electronic systems and travel agencies cooperating with the hotel.

2.2 The Executor accepts reservation requests by means of electronic communication or telephone communication, which allows to reliably establish that the request comes from a specific person:
- contacts for telephone communication: +7 (965) 413 5005
- contacts for electronic communication: marena_hotel@mail.ru.
2.3 The contract is considered to be concluded from the moment the customer (guest) receives the booking confirmation, as well as in case the customer (guest) performs actions aimed at receiving the services (including the payment of the relevant amount by the customer (guest)).
2.4 The hotel has the right to refuse to satisfy the reservation request and conclude the contract if there are no free rooms that meet the requirements of the request on the dates specified in the request.
2.5 Check-in and check-out are subject to the check-in time and check-out time (estimated hour) set by the hotel.
2.6 In case of a guaranteed reservation, the hotel expects the guest until the check-in hour - 12:00 noon of the day following the scheduled check-in day.

In case of late cancellation of the reservation, less than:

- one day before the day of arrival in low season,

- three days before the day of arrival in the middle season,

- five days before the day of arrival in high season,

if the guest is late or does not check-in, the guest or the customer will be charged for the actual room idle time, but not more than one day. If the guest is more than one day late, the guaranteed reservation is canceled and the contract is terminated.

2.7 In case of non-guaranteed reservation the hotel waits for the guest until 18:00 on the day of arrival, after which the reservation is canceled, the contract is terminated.
2.8 If the guest checks in before the check-in time (early check-in) and then stays at the hotel, a fee of half a day will be charged for the period from the check-in time to the check-in time.
2.9 When a guest arrives before the estimated hour of check-in, check-in is made only if the rooms are available.

3. Room Reservations:
3.1 The hotel is intended for the temporary stay of guests for the period of time indicated on the application form, or stated by the guest at the reception desk upon check-in, if check-in is unannounced. Foreign citizens can be accommodated for the period of validity of their visa and migration card.

3.2 Check-in time is 14 hours Moscow time. Check-in time is 12:00 Moscow time. Guests check-out is carried out until 12:00 on the day of departure.

3.3 If it is necessary to extend the period of stay, the guest should inform the receptionist of the hotel no later than 3 hours before the estimated hour. If the rooms are available, the receptionist will extend the period of stay in coordination with the reservation department.

3.4 If it is necessary to shorten the period of stay, the guest or customer shall pay the actual costs of the hotel, the amount of which is determined by the hotel.

3.5 Check-in of a citizen of the Russian Federation in the hotel is carried out on condition that he/she presents a document certifying his/her identity in accordance with the legislation of the Russian Federation.

3.6 Check-in of a foreign citizen and stateless person in the hotel is carried out on condition that he/she presents:

- a 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 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;

- residence permit of a stateless person.

3.7 The total number of guests staying in the room must correspond to the number of beds in the room. In rooms of a certain category by agreement with the hotel an extra bed for children under 14 years old can be installed with payment at the current hotel tariff.

3.8 Children up to 12 years old stay in the room with their parents free of charge without an extra bed. If necessary, a crib can be placed in the room free of charge. Children from 5 to 12 years old are charged 50% of the breakfast price.

3.9 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, the hotel registers guests who are citizens of the Russian Federation.

3.10. Registration and deregistration of foreign citizens and stateless persons at the place of stay in the hotel is carried out in accordance with the Rules of migration registration of foreign citizens and stateless persons in the Russian Federation. For foreign citizens this service may be paid.

4 . Accommodation of guests in the hotel
4.1 No room reservation fee is charged.

4.2 The hotel charges for accommodation in the hotel according to the estimated hour. In case of delayed departure of the guest after the check-out time (estimated hour) (late check-out), an additional late check-out fee will be charged:

- from 12:00 to 18:00 - in the amount of half a day's stay;

- after 18:00 - in the amount of one night of accommodation.

4.3 If a guest without prior reservation stays between 0:00 and 14:00, the accommodation fee is charged at the rate of half a night's stay if he/she stays more than one night and full night's stay if he/she stays only one night.

4.4 Payment for accommodation and other ordered services shall be made in accordance with the valid price list.

4.5 Payment can be made by advance transfer of funds for ordered and confirmed services (prior to the guest's arrival) or upon check-in for the entire estimated period of stay. The hotel accepts payment in cash in roubles or by bank card. In case of payment by bank card, the hotel performs pre-authorization of funds for the amount of ordered services. Upon check-out the pre-authorization of the preliminary amount is cancelled, after which the funds are debited to the payment.

4.6 The hotel accepts bank cards valid in the Russian Federation.

4.7 Visitation of the staying guests by third parties is allowed from 08:00 to 23:00. If the visitor stays in the room after 23:00, the hotel has the right to invoice the guest for an extra room and to demand the visitor's identity document.

4.8 Upon leaving the hotel, the guest makes the final payment for the basic and additional services provided and gives the electronic room key to the receptionist.

5

5.1 In addition to paid services, the hotel provides the following complimentary services to guests:

- calling an ambulance;

- use of the medical kit;

- delivery of correspondence addressed to the guest to the room upon receipt;

- wake-up service at a certain time;

- provision of boiling water;

- wireless internet services;

- provision of disposable razors at the guest's request;

- cab service;

- reservations at hotel and city restaurants.

5.2 Money, securities, jewelry should be left in the safe in the room or in the safe at the reception desk. Subject to compliance with this rule, the hotel guarantees the safety of personal belongings.
5.3 The hotel is not responsible for the operation of city services and communications (emergency shutdown of electricity, heat and water supply).
5.4 During the stay of the guest the room is cleaned daily. Change of towels - daily, change of bed linen - once every three days. Additional cleaning of the room and change of towels and bed linen are paid additionally according to the hotel price list.
5.5 During the stay the hotel staff replenishes the mini-bar daily with products according to the mini-bar menu, if necessary / at the guest's request.
5.6 In case of finding things forgotten by the guest in the room, the administration takes measures to return them to the owner. If this is not possible, the hotel will ensure the safety of the items until they are handed over to the guest or his/her authorized person within three months.
5.7 The book of reviews and suggestions is located at the reception desk and is available upon first request / first demand. Applications and complaints are accepted by the hotel in writing and are dealt with in accordance with the procedure established by law.

6. Hotel accommodation procedure

6.1 The Guest has the right to:
- request information about the procedure of receiving free services in the hotel;

- request a list of additional services and their prices;

- demand to eliminate the defect, if he/she is provided with a substandard service, or to reduce the price for a substandard service;

- leave a review of his/her stay in the hotel, evaluating all the services used.

6.2 The Guest is obliged to:

- to pay for all the services provided to him/her;

- to comply with the rules and procedures established by the hotel;

- comply with the rules of fire safety, do not allow fire outbreaks;

- to observe public order in the hotel and in the room, not to make noise and not to disturb other guests after 23:00;

- in case of detecting a breakdown of electricity, water and heat supply networks and other technical, engineering systems and equipment of the hotel immediately notify the receptionist;

- when leaving the room, close water taps, windows, turn off lights, TV and other electrical appliances, close the room;

- to compensate for the damage caused to the hotel property through his/her own fault in accordance with the current price list;

- be responsible for the actions of visitors invited to your room;

- keep money, valuables and jewelry in the room safe or hand them over to the reception service for safekeeping;

- comply with the established check-out time.

7. Rights and obligations of guests:
7.1 The hotel has the right:

- in case of impossibility to provide the consumer with a room in the hotel to relocate him/her, upon agreement with him/her, to another hotel not lower in level;

- to move the room in case of smoke, fire, flooding, as well as in case of violation of the order of accommodation, public order, rules of use of household and sanitary appliances;

- relocate the consumer to an equivalent room if it is found necessary to make emergency repairs in his/her room or take measures to eliminate the reasons preventing its normal use;

- evict the consumer in case of violation of these rules, late payment for the services provided, or aggression or other actions that threaten the safety or health of the staff or other consumers;

- place the things left by the consumer in the room to be vacated due to the expiration of the paid period of stay in the storage room.

7.2 The hotel shall:

- in case of the guest's relocation to another hotel, provide him/her with a free car for his/her transportation to this hotel;

- in case of deficiencies in the room that jeopardize the guest's safety, immediately move him/her to another room without additional payment in a room of equal value or in a room of a higher category;

- keep the things forgotten by the guest for three months, and valuables and money for one year from the moment of drawing up the act on forgotten things;

- ensure the confidentiality of information about consumers and visitors to the hotel;

- do not hold noisy events in the courtyard of the hotel after 23:00.

Thank you for choosing Boutique Hotel “Marena”. We will be glad to help you in solving any arising issues.