Правила проживания и предоставления услуг в отеле

Rules of accommodation and provision of services in the hotel AurA City Hotel

These rules cannot be fully or partially reproduced, replicated and distributed as an official publication without the permission of IE Norin I.G.

In these Rules, the following words and expressions will have the meanings defined below:

The Hotel – 4-star hotel Aura City Hotel, located at the address: Russia, 614015, Perm, st. Monastyrskaya, 19А.

The Guest – an individual arriving at the Hotel on the basis of a Booking Application, a consumer of the Hotel's services.

The Customer – a legal entity or an individual who makes a booking of hotel services on its own behalf, but in the interests of third parties (Guests).

The official tariff – the price of hotel rooms of various categories set by the Hotel Administration on the day of booking confirmation.

Booking request – an application for booking hotel rooms and other services of the Hotel for Guests for a total of up to 5 rooms inclusive, placed on the letterhead of the organization - the Customer / letterhead of the Hotel, indicating contact information, seal and signature of the organization - the Customer.

Essential conditions in the booking request:
- Full name of Guests;
- date, time of arrival / departure;
- category of hotel room;
- number of hotel rooms;
- number of additional places (if necessary);
- food (if necessary);
- additional services.

Group booking request – an application for booking hotel rooms and other services of the Hotel upon arrival of at least 6 rooms within 24 hours. An annex to the group booking request is the Guest List.

Confirmed booking – booking of Hotel services, confirmed by the Hotel.

Guaranteed booking – the type of booking in which the Hotel expects the Guest before the checkout time of the day following the day of the planned arrival, provided that the Guest has made 100% prepayment for the booked accommodation services. In case of untimely cancellation of the reservation, late or no-show of the Guest, he or the Customer will be charged a fee for the actual downtime of the room in the amount of the cost of a day's stay for all the booked rooms. If you are more than a day late, the guaranteed reservation will be canceled.

Non-guaranteed booking – the type of booking in which the Guest has not made an advance payment for the booked accommodation services, on the terms of clause 1.5. of these rules. Such a booking can be canceled by the Hotel unilaterally after the expiry of the payment deadline specified in clause 1.5. of these rules. In this case, the booked room (s) goes on sale, which does not prevent the Guest from making a reservation again. If the Hotel has not canceled the booking under the conditions specified above, the Hotel expects the Guest before the check-in time and if the Guest does not arrive or is late, the booking will be cancelled. The Guest will not be notified.

Сheck out time:
check-in – 2 p.m.
check-out - 12:00 p.m.

Early check-in – arrival of the Guest earlier than the official check-out time of the day of arrival (specified in the confirmation of the booking request), from 00:00 to the official check-out time. The Hotel accommodates the Guest on an early check-in basis only if there are free rooms at the time of the Guest’s check-in. In this case, the early check-in fee is 50% of the cost of a day’s stay at the official rate in effect at the time of the Guest’s check-in. The Guest has the right to order, and the Hotel undertakes to provide a room retention service for guaranteed check-in at any time from 00.00 to check in time on a prepayment basis. The room retention service to ensure an early check-in and provision of a room on an early check-in basis is paid by the Guest for the price of 1 night’s stay at the official rate at the same time as payment for the entire check-in.

Late check-out – departure of the Guest after the official check-out time of the day of departure (specified in the confirmation of the booking request) until 11:00 p.m. Departure after the official checkout time is paid as follows: before 06:00 p.m. in the amount of 50% of the tariff for a full day, after 6 p.m. payment is made as for a full day.

2.1. A legal entity or an individual who has reached the age of 18 can book the services of the Hotel by:

sending a booking request to the e-mail address reservation@aura-cityhotel.com;
submitting an oral booking request by phone. : +7 (342) 200-99-36;
filling out an electronic booking form on the website http://aura-cityhotel.com/.

2.2. The Hotel does not charge a separate fee for the booking service.

2.3. Booking confirmation and invoice for payment of services (for legal entities) will be sent within 24 hours after receipt of the Booking Application. We recommend checking the confirmation and invoice for errors and inaccuracies, and if they are found, immediately inform the Hotel.

2.4. If the Guest / Customer does not receive a booking confirmation and an invoice for payment of services within 1 working day from the date of sending the Booking Application, the Guest / Customer is obliged to contact the Hotel Reception and Accommodation Service by phone: +7 (342) 200-99-36 . Booking confirmation is issued exclusively in written form.

2.5. Until 5 p.m. of the day following the day of booking confirmation, the Guest undertakes to perform one of the following actions:

pay for accommodation according to the confirmed application (in cash or non-cash);
fill out an authorization form with the provision of the data to the Hotel about his bank card, which the Guest plans to use when paying for accommodation services upon arrival with the provision of the Hotel the right to write off the cost of accommodation, services rendered, penalties, the amount of damages caused.

2.6. Confirmed booking can be canceled by the Hotel without notifying the Guest, if the Guest does not fulfill the conditions specified in clause 1.5. of these Rules. In this case, the booked room (s) goes on sale, which does not prevent the Guest from making a reservation again. If the Hotel has not canceled the booking under the conditions specified above, the Hotel expects the Guest before the check-in time and if the Guest does not arrive or are late, it will cancel the booking. The Guest will not be notified.

2.7. The guaranteed reservation is reserved for the Guest until the checkout time of the day following the day of the scheduled arrival.

2.8. In case of complete or partial refusal of the Guest from the services of the Hotel (refusal of a guaranteed reservation), or changes to the Booking Application, the Guest is obliged to send a written notice to the Hotel in the following terms:
- for booking applications for arrival from 1 to 5 rooms - no later than 1 day before the arrival date specified in the application.
- for booking applications for check-in from 6 rooms - no later than 7 (seven) days before the arrival date specified in the corresponding booking application.

2.9. The Guest sends a written notice of cancellation to the Hotel by courier, mail or e-mail. The day of notification is the day of receipt of a written notification by the Hotel.

2.10. In case of refusal by the Customer/Guest from the guaranteed reservation, within the time frame specified in clause 1.8. of these rules, the Hotel returns to the Guest the amount of the payment made within 10 (ten) working days from the date of receipt by the Hotel of the corresponding written notice.

2.11. In case of violation of the terms of full or partial cancellation of the Hotel's services (cancellation of a guaranteed reservation), or the terms of amending the conditions of the Booking Application, or lateness The Guest, regardless of whether the booking is guaranteed or not, the Guest/the Customer shall pay a penalty in the amount of the cost of 1 overnight stay for all booked hotel rooms.
In case of no-show, the Guest shall pay the Hotel a no-show fee in the amount of one day of stay.

Penalty, no-show fee is payable within five working days from the date of the request by the Hotel.

5.1. Arrival and accommodation of the Guests at the Hotel is carried out upon presentation of:

a booking confirmation letter (application)(if the Customer is an individual);
a document confirming payment (if the Customer is a legal entity);
an identity document (passports, additionally - a temporary residence permit / residence permit, issued in accordance with the established procedure and confirming the identity of the Guest, other documents specified in the Rules for the provision of hotel services, approved by Decree of the Government of the Russian Federation No. 1853 dated November 18 .2020).

5.2. A guest who is a foreign citizen / stateless person upon arrival at the Hotel is obliged to provide the documents necessary for the implementation of migration registration (national passport, visa and migration card), in the manner prescribed by the "RULES FOR IMPLEMENTING MIGRATION RECORDS FOR FOREIGN CITIZENS AND STATELESS PERSONS IN THE RUSSIAN FEDERATION".

5.3. The hotel has the right to refuse to accommodate the Guest without penalties if the Guest does not have the necessary documents to check in at the hotel or/and be registered as a Russian or foreign citizen. The Hotel presumes that a Guest has no documents in case a Guest presents documents that have expired, or documents which form does not comply with applicable rules and regulations.

5.4. Upon arrival, the Guest fills out and signs the Registration Card.

5.5. The Guest undertakes to familiarize himself with these Rules and the "Fire Safety Rules", the fact of familiarization with these rules is confirmed by his signature in the Registration Card.

5.6. The number of guests arriving, their details and dates of accommodation at the Hotel must correspond to the confirmed Booking Application.

5.7. In the event that more Guests arrive than indicated in the confirmed Booking Application, the Hotel will take all necessary measures to accommodate them, but cannot guarantee the provision of rooms other than those booked. Payment for additionally provided rooms / places is carried out according to the Official Rate of the Hotel in effect on the date of arrival.

5.8. The Hotel uses daily payment of accommodation. The guest is obliged to make payment for the declared period of stay upon arrival or make payment for every day in advance until 12:00 p.m., unless the parties have agreed otherwise by signing the appropriate agreement. The Guest is obliged to pay for all services provided during the stay / purchased goods during the stay, but not later than the moment of departure from the Hotel. In this case, at the request of the Guest, a preliminary invoice can be drawn up for him. Upon check-out, the Guest signs the final invoice. By signing an invoice the Guest accepts the service (goods) and expresses his consent to pay for the rendered service (s) (goods).

5.9. The Guest specified in the Registration Card, unless otherwise agreed in the contract under which the accommodation service is provided:

is responsible for fulfilling obligations to pay for the services (goods) ordered (purchased) by him and all Guests staying with him in the same room;
is responsible for the fulfillment of the Accommodation rules by the guests living with him;
is obliged to fully pay damages caused by him personally or/and by any Guest staying with him in the same room. Guests can familiarize themselves with the full version of price list for possible damage at the accommodation desk;
is obliged to pay the corresponding fines imposed on the Guest in connection with violations of the
accommodation rules (for example, a fine for violating the Hotel's no-smoking rule).

5.10. In the event that a deposit is provided for by the agreement (booking request), the Guest has the right to pay for additional services with the funds on the deposit.

5.11 Children can be accommodated free of charge (including bed + breakfast package) provided that the following conditions are met:
- a child is under 12 years of age on the date of arrival to the hotel;
- children use the available accommodation (i.e. no extra bed required).

7.1. Guests staying on the territory of the Hotel are obliged to:
- ensure the safety of the occupied room, take good care of the property and premises of the Hotel, sanitary and other equipment;
- strictly observe these rules, "Instruction on fire safety measures";
- if any faults are found in the occupied Hotel room, immediately report them to the Hotel Reception and Accommodation Service;
- no smoking;
- use televisions, radios, tape recorders and other loud-speaking devices only if the volume level is set within limits that do not interfere with other Guests, respect the rights of other Guests to rest;
- admit employees of operating organizations and representatives of the Hotel administration to the occupied room to inspect the technical and sanitary condition of the room, sanitary and other equipment located in it, as well as to perform the necessary repair and preventive work;
- take good care of landscaping objects and green spaces, avoid contamination of the Hotel territory;
- comply with the period of stay specified in the confirmed Booking Form (application);
- pay damage caused if it is Guest’s fault;
- pay the fines accrued by the Hotel for violation of the accommodation rules.

7.2. It is prohibited in the Hotel:
- import, storage and use of pyrotechnic, explosive and / or poisonous substances, fuels and lubricants, as well as substances that pollute the environment in the rooms and on the territory of the Hotel;
- disturb the peace of other Guests, in the period from 11:00 pm to 9:00 am. During this period, Guests are required to maintain silence;
- entry of vehicles into the inner territory of the Hotel. Parking of guests' vehicles is carried out in the equipped parking of the Hotel;
- keeping dogs and cats in the room and on the territory of the Hotel, as well as other animals, except for the guide dog;
- bring alcoholic beverages to the territory of the Hotel. The guest must also obtain the consent of the authorized representative of the Hotel in case of purchasing and consuming food products and any non-alcoholic beverages purchased from third-party organizations on the territory of the Hotel.
- smoke in the room, any premises of the Hotel, restaurant.

9.1. If the Guest fills out any form / questionnaire during their stay at the Hotel, all the information provided will be used to respond to the Guest's request.

9.2. The guest can express his consent to the processing of the personal data contained in the form / questionnaire filled in with his own hand (including collection, systematization, accumulation, storage, updating, use) by signing such consent in the form / questionnaire / registration card he completed. All information provided by the Guest is included in the database of Business and Management Limited Liability Company and will be used for the purpose of making payments for services rendered, for marketing purposes. With the consent of the Guest, expressed by putting a mark in the Registration Card, we reserve the right to include the Guest in the mailing list of information about promotions and special offers carried out by the Hotel. The period of consent to the processing of personal data of the Guest by the Hotel is 10 years. The Guest has the right to withdraw his consent at any time by sending a written request to the Hotel at the address: 614015, Perm, st. Monastirskaya 19A. If the Guest has not withdrawn consent to the processing of personal data before the expiration of 10 years, the period of consent is recognized by the parties as extended for the same period. The rules for withdrawing consent are preserved.

9.3. The guest always has the right to find out the data about himself, which are stored in the database of the Hotel, to correct or delete them. To do this, he must send a written request to the Reception and Accommodation Service of the Hotel.

9.4. The hotel reserves the right in accordance with Art. 152.1 of the Civil Code of the Russian Federation to use for advertising purposes (for printing in information and advertising materials or posting on the official website) photographs taken on the territory of the Hotel as in a place open for visiting, even if there are captured the faces of guests living or staying on the territory of the Hotel, without additional approval with them. If the Guest's image is the main object of the image in the photographs and the Guest objects to the use of such an image, the Guest has the right to address Hotel Administration with a written request to remove this image.

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