RULES OF HOTEL SERVICE AND ACCOMMODATION IN THE HOTEL "Shakhter"

1. GENERAL PROVISIONS
1.1. The rules for hotel services and accommodation at the Shakhtyor Hotel (hereinafter referred to as the Rules) regulate the relationship between the Contractor and the consumer when providing hotel services, and also establish the rules for accommodation at the hotel and are intended to inform the Guest and the hotel administration of their mutual rights and obligations.
1.2. For the purposes of these rules, the following basic terms are used:
1.2.1. "Contractor" - Limited Liability Company Linder Group (LLC Linder Group) - a legal entity (legal address - 223706, Soligorsk, K. Zaslonova St., Building 34-1, Office 215), providing hotel services.
1.2.2. "Hotel" - an accommodation facility, which is a property complex that includes a building or part of a building, premises, and other property that meets the established requirements of technical regulatory legal acts, in which temporary accommodation services are provided, with a reception service, as well as equipment for the provision of additional services.
1.2.3. "Hotel services" - services rendered by the contractor for the provision of rooms (beds in rooms) for temporary accommodation of individuals, as well as additional services.
1.2.4. "Additional services" (hereinafter referred to as services) - food, communication, household, tourist and other services rendered by the contractor on a paid and (or) free of charge basis in accordance with the legislation with the involvement of third-party organizations.
1.2.5. "Consumer" - a legal entity or an individual ordering and (or) using the services.
1.2.6. "Guest" - a consumer who is an individual using the Contractor's services.
1.2.7. "Documents identifying a person":
1.2.7.1. For citizens of the Republic of Belarus: - passport of a citizen of the Republic of Belarus (if absent - a military ID or other documents listed in paragraphs 1.2.7.2. - 1.2.7.4.) birth certificate for children under the age of fourteen and who do not have a passport; a certificate confirming the identity of a citizen, issued in the event of the loss of an identity document by a citizen;
1.2.7.2. For foreign citizens and stateless persons permanently residing in the territory of the Republic of Belarus: - residence permit in the Republic of Belarus;
1.2.7.3. For foreign citizens and stateless persons temporarily staying in the territory of the Republic of Belarus: - a document for travel abroad (a valid passport or other document replacing it, intended for travel abroad and issued by the relevant authority of the state of citizenship or usual place of residence of a foreigner or an international organization);
1.2.7.4. For refugees in the Republic of Belarus: - refugee certificate.
1.2.8. "Non-guaranteed reservation" - not confirmed by any of the methods specified in paragraph 1.2.9. of these rules, the validity of which ends at 19:00 on the day of arrival (unless another time is specified in the contract or confirmed reservation request) not confirmed by any of the methods specified in paragraph 1.2.9., after which the Hotel has the right to cancel the reservation and put the room on open sale.
1.2.9. "Guaranteed reservation" - a reservation confirmed in one of the following ways: advance payment, bank card (Internet Acquiring); letter of guarantee (for non-cash payments). In the event of a no-show by the Guest, the guaranteed reservation is kept until the check-out time of the day following the expected arrival date.
1.2.10. "Basic Tariff" - the approved maximum tariff for daily accommodation for each category of rooms, places in the Hotel.
1.2.11. "Service Defect" - non-compliance of the service with regulatory documents establishing requirements for the quality of the service, other legislation or the terms of the agreement.
1.3. In order to inform Guests, the following information shall be posted in the premises intended for the registration of Guests' accommodation (Hotel Lobby) in Russian: information on the name, location, telephone number of the contractor; the Rules for Hotel Services of the Republic of Belarus approved by the Resolution of the Council of Ministers of the Republic of Belarus dated 07.04.2006 No. 471; these Rules; a list of services provided; information on the form and procedure for payment for the specified services; information on the storage of the consumer's belongings; information on the tourist potential of the Republic of Belarus (booklets, brochures, prospectuses); a book of comments and suggestions. If necessary, information may be brought to the attention of the consumer in writing and orally in English or another language.
1.4. These rules for hotel services and accommodation at the Shakhtyor Hotel (extracts), as well as fire safety rules and information about the services provided are posted in each hotel room.
1.5. These rules are posted on the official website of the Hotel (https://www.soligorsk-hotel.by/) and contain all the terms of the public agreement.
1.6. Smoking is prohibited in the Hotel.
1.7. The Hotel Administration reserves the right to apply response measures in accordance with the legislation of the Republic of Belarus in the event of a guest’s violation of fire safety regulations, smoking in unauthorized places, and failure to comply with the legal requirements of the administration.
1.8. For all matters not specified in these rules, the Hotel Administration is guided by the current legislation of the Republic of Belarus.
1.9. The book of comments and suggestions is located with the Hotel administrator in the lobby on the 1st floor.
2. ROOM BOOKING
2.1. Hotel room bookings are made 24/7: by the hotel administrators, manager (hereinafter referred to as the reception and accommodation service) upon a personal visit by the Guest or persons ordering the Contractor's services for the Guest, as well as upon preliminary requests (mail, telephone, electronic communications, online booking).
2.2. No fee is charged for room bookings. Unless otherwise agreed with the Hotel administration when booking a room, the funds to be transferred as payment for accommodation must be received in the Hotel account within the time period specified in clause 4.3., otherwise the booking will be cancelled.
2.3. Requirements for Hotel booking requests:
2.3.1. When booking by individuals, the following information about the Guests must be indicated in the request: last name, first name, patronymic (if any); date and time of arrival and departure from the Hotel; room category and number of rooms; number of people staying in the room; contact phone number and/or email address; other additional information important for high-quality service to Guests.
2.3.2. Applications from organizations, legal entities and individual entrepreneurs are made out on a company letterhead (if available) indicating the exact details: last name, first name, patronymic (if any) of the Guest; date and time of arrival and departure from the hotel; room category and number of rooms; number of people staying in the room; number and date of the Agreement with the Contractor (if any); payer and form of payment; other additional information important for high-quality service to Guests.
2.4. The booking application is considered accepted after its confirmation by the person responsible for the booking, by telephone, email, or other means. The results of the booking are preferably communicated in the same way as the application was submitted. In confirmation of the booking, the Hotel provides the consumer with an invoice for payment of the accommodation and/or the registration number of the application.
2.5. The booking period ends at 7 p.m. on the day of arrival, unless another time is specified in the agreement or booking application.
2.6. When booking or placing an order, the Guest selects the room category. The right to provide a specific room from the category selected by the Guest remains with the Hotel.
2.7. In case of cancellation of the application less than 48 hours before the guest's arrival, as well as in case of the Guest's failure to arrive at the hotel in case of a Guaranteed Reservation within 24 hours or in case of a Non-Guaranteed Reservation within 7 hours from 12:00 on the day announced as the arrival date (in the presence of an application for the provision of hotel services that has not been cancelled by the Consumer and confirmed by the Contractor), the Contractor reserves the right to collect from the Guest (Consumer) a penalty of 100% of the cost of one day's accommodation at the rate for each of the cancelled rooms and documented expenses for ordered additional services (transfer, meals, etc.), unless otherwise provided by the agreement
2.8. Payment of the invoice by the consumer shall be confirmation of the conclusion of an agreement for the provision of rooms by the Hotel for temporary accommodation under the conditions stipulated by these Rules.
3. PROCEDURE FOR CHECKING INTO A HOTEL
3.1. Checking in of Guests arriving at and leaving the hotel is carried out 24 hours a day.
3.2. Provision of services to the Consumer (Guest) is carried out on the basis of a public contract or a contract concluded in writing.
3.3. Registration of accommodation at a hotel is carried out upon presentation of an identity document by the citizen, and in its absence - one of the following documents: - residence permit, - refugee certificate, - certificate confirming the citizen's identity, issued in the event of loss of the identity document by the citizen (in accordance with the "Rules for Hotel Services of the Republic of Belarus" as amended by the Resolution of the Council of Ministers of the Republic of Belarus dated 22.12.2018 No. 935, Decree of the President of the Republic of Belarus dated 03 June 2008 No. 294), - birth certificates for children under the age of fourteen, - military ID, - certificate of application for refugee status, subsidiary protection or asylum in the Republic of Belarus, - certificate of subsidiary protection in the Republic of Belarus. Foreign citizens and stateless persons are registered at the Hotel upon presentation of a document for travel abroad with a visa of the Republic of Belarus and a migration card, unless otherwise specified by the legislation of the Republic of Belarus and international treaties of the Republic of Belarus. The hotel administrator may fill out the guest card based on the data provided by the consumer, with subsequent signing by the consumer.
3.4. Citizens who are in a state of alcoholic intoxication or under the influence of drugs will not be served.
3.5. When registering a stay, the Hotel administrator issues the Guest an invoice, a check (upon payment), a guest card and a key to the hotel room as confirmation of the conclusion of a contract for the provision of services. The guest card contains the following information: the guest's last name and first name; the number of the room in which the Guest will stay, the period of stay at the Hotel. Receipt of the card and key by the Guest confirms the conclusion of the contract by the Guest, as well as the fact that the Guest is familiar with these rules. The Hotel, in accordance with the current legislation of the Republic of Belarus, no later than three hours after providing residential premises for accommodation to foreign citizens and stateless persons (hereinafter referred to as foreigners) temporarily staying in the Republic of Belarus, submits to the internal affairs agency at the location of the hotel information about such foreigners, including their personal data, without the written consent of such foreigners. .
3.6. Upon expiration of the agreed period of stay, the Guest vacates the room. Persons wishing to extend their stay at the Hotel must notify the hotel administrator no later than twenty-four hours before the end of the stay. Extending the stay is subject to availability.
3.7. If it is not possible to extend the Guest's stay in the same room or provide another room, as well as in the event of expiration of the visa of the Republic of Belarus, residents are obliged to vacate the room no later than the check-out time.
3.8. Persons checking into the Hotel with a reservation confirmed by the Hotel administration have priority right of check-in over persons wishing to extend their stay after the agreed stay has expired.
3.9. At the request of the consumer, the Hotel has the right to change the terms of the concluded agreement and move him to another room for an additional fee (if necessary and if there are available rooms).
3.10. The agreement regarding the stay expires at 12:00 on the day of the Guest's departure from the Hotel, except in cases of late check-out, and regarding payment - until the final payment for the services rendered. Upon check-out, the Guest must go to the reception desk, check the status of his personal account and, if there is a debt, pay it off, and also hand in the guest card and the room key.
3.11. Violation of the terms of the contract by one of the parties gives the other party the right to terminate the contract by notifying the party that violated the terms of the contract.
4. CHECK-IN AND PAYMENT PROCEDURE FOR ACCOMMODATION
4.1. The uniform check-out time at the Hotel is set at 12:00 p.m. local time.
4.2. Booked rooms must be ready for Guests to check in no later than 2:00 p.m. (unless otherwise specified in the application or contract), and the rooms of those leaving must be vacated by 12:00 p.m. of the current day local time.
4.3. Payment for accommodation at the Hotel is charged at the current rate on the terms of advance payment: per day or in full for the entire period of stay. The final payment for the specified services is made upon the provision of services upon the guest's departure. Unless otherwise agreed with the Hotel administration when booking rooms, funds to be transferred as payment for accommodation must be received in the hotel account no later than one day before arrival.
4.4. For stays in the Hotel for no more than 24 hours (no more than 24 hours), the room and bed fee is charged for a full day.
4.5. If the Guest checks in before check-out time (from 00:00 to 12:00), an early check-in fee is charged in the amount of half a day.
4.6. If the Guest is late in the room after check-out time (late check-out) for a period of: - up to 12 hours - an additional payment of 50% of the full cost of daily accommodation (for half a day) is made, - from 12 to 24 hours - an additional payment is made for a full day.
4.7. The Contractor provides benefits when providing services to those categories of citizens for whom such benefits are provided by the legislation of the Republic of Belarus.
4.8. Payment for accommodation and additional services provided at the Hotel can be made in cash - in the national currency of the Republic of Belarus - Belarusian rubles; by bank payment cards; by bank transfer; via Internet Acquiring and other methods provided by the legislation of the Republic of Belarus.
4.9. No fee is charged for the accommodation of children under 8 years of age at the Hotel, provided that they are accommodated with their parents (guardians) in the same room without providing a separate bed in the room. If it is necessary to provide an extra bed for a child of this age category, payment is charged in accordance with the tariffs in effect at the Hotel (except for the case of providing a cot for children under 3 years of age).
4.10. In case of early termination of the contract under which the advance payment for services was made, the Hotel shall, in accordance with the established procedure, refund the funds to the Consumer who paid for the service in the amount of the cost of unclaimed services. In case of departure of the Guest less than 12 hours before the end of the paid period of stay, no refund of the money shall be made.
4.11. The Hotel may have special rates (discounts) established by local regulatory legal acts.
5. PROCEDURE FOR ACCOMMODATION AT THE HOTEL
5.1. A guest accommodated at the Hotel is given a document confirming their accommodation at the Hotel - a guest card, an invoice or a fiscal receipt (after payment has been made), as well as a key to the hotel room. Entry to the Hotel rooms is possible upon presentation of the guest card. The Administrator has the right to demand that persons entering the Hotel present the guest card. .
5.2. The key to the room is given to the guest at the Hotel by the Administrator upon check-in or upon request upon presentation of the guest card. Transfer of the guest card or the key to the room to another person not residing in the given room is not permitted.
5.3. Upon check-out from the Hotel, the guest is obliged to notify the Hotel Administrator about this, hand over the room and the key, and also make the final payment for the services rendered.
5.4. Guests and invited persons must comply with the Hotel Accommodation Rules, fire safety rules, cleanliness and order, and take good care of the hotel property and equipment.
5.5. Guests staying at the Hotel are obliged to:
5.6.1. Comply with these Rules, Fire Safety Rules and Sanitary Standards;
5.6.2. Treat the property and equipment of the Hotel with care, maintain cleanliness and order. In case of damage to or loss of property (including the room key and/or guest card) and/or Hotel equipment, the Guest (resident) shall compensate the cost of the damage at the prices in effect at the time of stay according to the price list;
5.6.3. Do not make noise or commit actions that violate the living conditions of other Guests;
5.6.4. When leaving the room, turn off lighting fixtures, the TV, close the water intake (water supply) taps, windows, and the front door.
5.6.5. Pay promptly and in full for all services provided by the hotel, including additional ones.
5.6.6. Upon expiration of the established period of stay, vacate the room (place in the room);
5.6.7. Upon check-out from the Hotel, make a final payment for the services rendered and hand over the occupied room (place in the room) to the maid or administrator, and the room key to the Hotel administrator.
5.7. Guests staying at the Hotel are prohibited from:
5.7.1. Using open fire, electric heating devices;
5.7.2. Drinking alcoholic beverages in the room, if other Guests staying in the room object;
5.7.3. Smoking themselves or allowing invited persons to smoke in the Hotel rooms, as well as in places not intended for smoking. If signs of smoking are detected in the room, the Guest will be charged a fee for de-smoking the room at the prices in effect at the time of stay, according to the price list;
5.7.4. Turning on sound-producing equipment at a volume exceeding the audibility within the room;
5.7.5. Keeping bulky items, weapons, drugs, poisonous, flammable and explosive substances and materials, etc. in the room;
5.7.6. Keeping insects, animals, birds and other representatives of the fauna in the room without the administrator's permission;
5.7.7. Leaving invited persons in the room in your absence, as well as giving them the guest card and room key.
5.7.8. Throwing garbage (bottles, cigarette butts, etc.) out the room windows.
5.8. For the purposes of personal safety and the safety of property, residents should:
• familiarize themselves with the schematic plan of individual evacuation from the corresponding floor, with a reminder of fire safety requirements and actions in case of fire;
• use the administration's safe to store jewelry, securities and money.
5.9. Third parties (not duly registered at the Hotel) may be in the room from 7:00 to 23:00 at the invitation of the Guest staying there and subject to notification of the administrator. Guests staying at the Hotel are responsible for the timely departure of the invitees and their compliance with the Hotel Accommodation Rules. If the invitee is in the room after 23:00, his/her stay at the Hotel must be registered in the manner established by these Rules with payment (in cases established by the Contractor) according to the current tariff. Otherwise, the hotel staff has the right to accept the invitee upon seeing him/her off.
5.10. In case of temporary departure from the Hotel, the Guest is obliged to inform the administrator about this and make an advance payment for the period of absence (if it has not been made by him/her earlier), otherwise he/she loses the right to stay and is subject to eviction, and is also obliged to pay the Contractor for the services actually rendered by him/her before the eviction.
5.11. If the Guest leaves the Hotel without notifying the Hotel administrator, but leaves things in the room, the room is considered occupied by him until the end of the paid period of stay. After the expiration of the specified period, the things remaining in the room are registered in the established manner and handed over to the administration for storage as forgotten.
5.12. The Hotel Administration reserves the right to visit the room without the consent of the Guest in the event of smoke, fire, flooding, as well as in the event of a violation by the Guest of this order of residence, public order, the order of use of household appliances, as well as if there is a suspicion of his poor health.
5.13. The Hotel has the right to terminate the contract for the provision of hotel services and evict the Guest at the Hotel before the end of the agreed period of stay unilaterally or refuse to extend the stay in the event of a violation by the Guest of these Rules, the rules of stay, late payment for hotel services, or causing material damage to the Hotel by the Guest.
5.14. Noise arising during repair work in the hotel or outside it, as well as noise from events in the territory adjacent to the hotel, is not a violation of the contract for the provision of hotel services.
5.15. The hotel is not responsible for the work of city services and organizations (emergency shutdown of electricity and heat, water supply, ongoing construction work, as well as restrictions on movement associated with increased security measures in the adjacent territory during city and national events).
6. GUEST SERVICE
6.1. The hotel administration provides the Guests, at their request, with additional paid services according to the list approved by the Hotel.
6.2. The following free services are provided to the hotel residents:
6.2.1. delivery of correspondence addressed to the Guest to the room upon receipt;
6.2.2. calling an ambulance if necessary;
6.2.3. wake-up call at a certain time at the Guest's request;
6.2.4. provision of a safe;
6.2.5. free private parking;
6.2.6. table reservations in the restaurant;
6.3. The procedure for cleaning the rooms by maids, the frequency of changing bed linen and towels, equipping the bathrooms with cosmetic and bath accessories are regulated by the current standards, sanitary norms and rules of the Republic of Belarus.
6.4. The administrators and other employees of the Hotel provide the Guests with the necessary reference information about the operating hours of the Hotel services, assist in calling a taxi and organizing a transfer, excursions, and booking tickets.
6.5. The guests staying at the Hotel are guaranteed the safety of their personal belongings located in the room, except for the cases specified in paragraph 6.6 of these rules.
6.6. The Contractor (Hotel) shall not be liable for money, other currency valuables, securities and other valuables not deposited in the safe provided to the Guest by the Hotel free of charge.
6.7. A guest who discovers loss, shortage or damage to his/her belongings must immediately report this to the Hotel administrator. Otherwise, the Contractor (Hotel) is released from liability for failure to preserve the belongings.
6.8. In the event that forgotten belongings are discovered, the Hotel administration shall take measures to return them to the owner. If the owner is not identified, the forgotten belongings shall be sold in accordance with the established procedure or destroyed after 6 (six) months from the date of their discovery.
6.9. The Contractor is released from liability for loss, shortage or damage to the belongings of a resident (Guest), if they occurred due to the fault of the resident (Guest).
6.10. In order to ensure security in the Hotel and control the quality of services rendered, video surveillance and audio recording are conducted in the lobbies and corridors of the hotel.
6.11. The Hotel's book of comments and suggestions is located at the reception and is issued upon first request.
7. OTHER RIGHTS AND RESPONSIBILITIES OF THE PARTIES. LIABILITY OF THE PARTIES.
7.1. The Guest assumes obligations to pay for the services provided by the Hotel and is responsible for compliance with these Rules.
7.2. A serious or repeated violation of the Rules by the Guest gives the Contractor the right to terminate the contract, having notified the Guest of this at least 30 (thirty) minutes in advance. In this case, upon check-out, the Guest is obliged to pay for the services actually rendered to him.
7.3. The Guest bears property liability for any damage caused by him on the territory of the Hotel to other persons and/or their property, as well as to the property, building, decoration or equipment of the Contractor.
7.4. The Guest shall be liable in accordance with the established procedure for:
•Violation of the Hotel Accommodation Rules, fire safety rules, and sanitary standards.
•Failure to pay (late payment) for services;
•Damage to and loss of hotel property caused by careless use, and shall compensate for the cost of the damage at market prices in effect at the time of stay, in the manner prescribed by the hotel administration and (or) according to the approved price list;
•Loss of the room key, and shall pay a fine in the amount of five basic units established by the legislation of the Republic of Belarus on the day of payment.
7.5. Upon detection of a “Defective Service”, the Guest has the right, at his discretion, to demand: - free elimination of the defects; - equivalent replacement of services; - proportionate reduction in the fee for services.
7.6. The Contractor shall eliminate the defects of the services upon presentation of a corresponding demand by the Guest.
7.7. If the Contractor fails to eliminate the deficiencies in the services at the request of the Guest, the Guest has the right to terminate the contract by paying for the services actually rendered to him. In case of early termination of the contract and advance payment for services, the Contractor is obliged to return to the Guest the funds in the amount of the cost of unclaimed services in the manner established by the Contractor.
7.8. The Contractor is liable for harm caused to the life or health of the Guest due to deficiencies in the provision of hotel services by the Contractor, in accordance with the legislation of the Republic of Belarus.
7.9. The hotel partners are responsible for the quality and timeliness of the provision of services by the Hotel Partners.
7.10. In case of violation of these Rules by the Contractor, consumer rights are protected in the manner established by the Law of the Republic of Belarus “On Protection of Consumer Rights” (in the current version).
7.11. In all other respects not provided for by these Rules, the Contractor and the Consumer are guided by the current legislation of the Republic of Belarus.
7.12. If, in accordance with the established procedure, regulations establishing other rules for hotel services and accommodation in hotels are put into effect on the territory of the Republic of Belarus, these Rules shall apply to the extent that they do not contradict these regulations.
7.13. These Rules shall apply until new Rules are adopted.
7.14. In the event of complaints from the Guest, the administration shall take possible measures to resolve the conflict, as provided for by law.
7.15. These rules have been developed based on:
•Rules for hotel services in the Republic of Belarus, approved by the Resolution of the Council of Ministers of the Republic of Belarus dated 07.04.2006 No. 471 (with subsequent amendments and additions);
•Rules for accommodation in hotels of the Republic of Belarus, approved by the Resolution of the Ministry of Housing and Communal Services of the Republic of Belarus dated 17.05.2006 No. 23 (with subsequent amendments and additions);
•Law of the Republic of Belarus "On the legal status of foreign citizens and stateless persons in the Republic of Belarus" dated 04.01.2010 No. 105-3 (with subsequent amendments and additions);
•Law of the Republic of Belarus dated 09.01.2002 No. 90-3 "On Protection of Consumer Rights";
•Law of the Republic of Belarus dated 25.11.1999. №326-3 “On Tourism”;
•Other regulatory legal acts governing the rules, procedure and terms of stay in hotels of the Republic of Belarus;
•International Hotel Rules (approved by the Council of the International Hotel Association on 02.11.1981);
•Global Code of Ethics for Tourism (adopted by the UN General Assembly resolution on 21.12.2001);
•Decree of the President of the Republic of Belarus dated 03. June 2008 №294.