Hotel Rules. Rules for the provision of hotel services in the Russian Federation: general provisions and procedures for the provision of services

Decree of the Government of the Russian Federation "Rules for the provision hotel services» No. 1085 was adopted last autumn. By this normative act, the state made some changes regarding activities in the field of public services. This article discusses some aspects of the hotel industry.

Legislative framework

The Decree of the Government of the Russian Federation "Rules for the provision of hotel services", in fact, approved the new norms. In accordance with them, entrepreneurs and other commercial organizations must carry out their business, if it is related to hotel services.

Old regulations, including the "Rules for the provision of hotel services in the Russian Federation" No. 490, which businessmen were guided by earlier, were declared invalid by this resolution. Also this legal document amendments were also made to other normative acts that regulated the civil law relations in question. The decision was issued legislature Russian Federation in strict accordance with the law, the Constitution, but its main purpose was to fulfill the requirements of the law that protects the rights of consumers.

It was signed by Prime Minister D. Medvedev.

As indicated above, the main document, according to which the new rules for the provision of hotel services in the Russian Federation, are approved, is a law that protects certain rights of ordinary citizens (consumers). This law is intended to protect the interests of individuals. At the same time, entrepreneurs, although belonging to this category, have no relation to the named legal act. It does not include legal entities. The main essence of the law is that the levers of control provided by the state can reliably protect the rights of buyers or customers of services from unscrupulous business entities. Of course, it also provides for countermeasures against consumers who abuse the powers granted to them.

One of the customers of services can be called persons who use the services of hotels. It can be tourists, and businessmen, and just people who went on a business trip. Having familiarized themselves with the rules for the provision of hotel services issued by the government, the listed persons, as well as other citizens interested in this, can receive all necessary information necessary in order to be able to protect their interests.

Objects covered by the action

The new rules for the provision of hotel services in the Russian Federation apply, as the name itself suggests, to absolutely all types of hotels. In addition, in the Rules, hotels mean other facilities intended for accommodating people. However, other facilities for guests should not be confused with campsites and children's camps. This is an independent category to which the Rules in question do not apply. Moreover, under the jurisdiction of the said normative act do not fall tourist bases and other youth camps. Do not include hotels and departmental dormitories, as well as apartments or rooms that citizens or organizations rent. Railway pastures and others vehicles, in which sleeping places are equipped and in which, in fact, accommodation of people is possible, are also not regulated by the Rules.

Some definitions used in the Rules

In order to understand certain terms by the legislator, as a rule, regulatory documents provide an explanation of certain concepts used in the texts of these acts. The same was done in the document under consideration. The rules for the provision of hotel services in the Russian Federation define the following basic concepts:

1. Hotel, as well as some other place to stay. These words mean a building, part of it, a property complex, including equipment. All together it should be designed to carry out activities in the field of hotel services.
2. Hospitality services include not only accommodation services, but also other related services.
3. If the number of rooms for accommodation in a hotel is less than 50, then it is called a small accommodation facility.
4. The price of a place in a room or the room itself includes the cost of both accommodation and other services.
5. The consumer in the sense of the discussed Rules is an individual who wants to use or has already used hotel services. Such a person cannot be an organization or an individual entrepreneur. The consumer will be recognized as such if he uses the hotel only for personal needs.
6. The contractor is, on the contrary, either a commercial organization or a private entrepreneur whose type of activity is hotel service.
7. The rules for the provision of hotel services in the Russian Federation, the provisions of which are binding on all businessmen, also define the concept of "customer". This person means not only a citizen, but also an organization, an individual doing business, who wish to use or have already used hotel services, but in favor of the consumer. In practice, it looks like this: the organization enters into an agreement for the provision of hotel services with a certain hotel. According to this agreement, the hotel undertakes to accept and accommodate employees of this organization (consumers). There are other situations as well.
8. Reservation in the Rules refers to the reservation of a room or a place in a room, made in advance. Reservations can be made by both the customer and the consumer himself.
9. Check-out time - this concept means the time that is set by the hotel for the entry and exit of guests.

General provisions

As usual, hotels and other facilities subject to the above Rules are subject to requirements that the parties themselves establish in an agreement between themselves. There are situations where individual requirements are regulated by local or federal legislative acts and positions. The contractor has the right to carry out the activity in question only if he has a document that will confirm that the hotel has been assigned a category. The assignment of such a category is also approved by the authorized body, more precisely, the Ministry of Culture.

The price for hotel service in accordance with the law cannot be different for people. It must be the same regardless of position in society, rank or other difference. However, benefits may be established for certain categories of citizens (for example, the disabled or other socially vulnerable segments of the population).

The legislator left the right to create and establish the rules of behavior and residence for the owner of the hotel facility. However, such rules should not be contrary to the laws of the country.

Rules for the provision of hotel services in the Russian Federation, information about the services that are discussed in this article should be free for review in any hotel. They must be provided by the contractor to customers and consumers at their request.

Artist Information

The rules for the provision of hotel services establish certain accessible for persons wishing to use them. First of all, this concerns information about the hotel itself and the person who maintains it. So the legislator determined that the contractor is obliged to provide the following information:

1. Name, as well as if there is an object of hotel services.
2. The address at which this object is located, as well as cut its working hours.

The listed requirements apply to hotels that operate in the form of an organization (legal entity). If the business in question is run by an individual entrepreneur, then he must place the following information:

1. Data of an individual entrepreneur, which include the last name, first name and patronymic.
2. Location of its activities.
3. Hotel opening hours.
4. Information about the state registration of a businessman.
5. The name of the authorized state body that registered the entrepreneur.

All this information should be placed in front of the entrance to the hotel or in its lobby, in the place where guests are registered. For example, at the entrance to the hotel they use special signs or simply place a sign on the front door. In the lobby, you can place the specified information, for example, at the reception desk. The whole point of such placement is that the consumer can freely find out the data of the artist.

Service Information

Similar requirements apply to information about the services provided by the hotel. The owner of the hotel is obliged to place information about them either in the lobby of the establishment or on its own website. The content of this information is also determined by the Rules.

1. Data of the organization or private entrepreneur, including his contact phone numbers, address, details of the document on the basis of which he carries out activities. If it is a legal entity, then a certificate confirming the entry in the Unified State Register legal entities if IP - information must be entered into the Unified State Register of IP.
2. If the hotel is a branch or other structural unit, then you must specify information about the parent organization, the head office.
3. Information about the category assigned to the hotel, as well as the organization that installed it.
4. The presence or absence of certification.
5. The cost of living and types of rooms (categories).
6. The main services provided by the contractor, included in the cost of living.
7. Method of payment for accommodation.
8. List of additional services provided by the hotel for a fee, the order in which they can be used.
9. Booking and cancellation procedures.
10. The maximum period that a guest can stay in a hotel.
11. A list of persons for whom benefits are established, and a list of the benefits themselves.
12. The list of paid services that are provided in the institution by third parties.
13. Information about

The above information is presented in Russian, and if desired, in other languages.

Booking types

Owner hotel business has the right to establish the following types of booking at its facility:

1. Booking with a guarantee. It implies that the hotel administration leaves the room for the guest and waits for him within one day from the beginning of the checkout time. If the consumer did not check into the room, was late for a longer time, or refused the room, then the reservation is canceled, and the consumer is charged for the downtime.
2. Booking without guarantee. With such a room, the hotel will wait for its client only until a certain hour of the day on which it is required to move in. After that, the booking is terminated.

The reservation will be considered valid only after the customer or consumer has received a corresponding notification from the hotel. In this case, they can refuse to book by canceling the application. However, such a refusal must be made according to the rules determined by the hotel administration. Also, the Rules for the provision of hotel services in the Russian Federation No. 1085 establish the right of the hotel to refuse to book rooms for customers if there are no vacant places on the required date.

Documents for concluding an agreement

In order to settle in a hotel, the guest will need only one document that will prove his identity. However, the types of such documents may be different. It could be:

1. Passport.
2. Birth certificate.
3. International passport.
4. Foreign passport.
5. A document certifying that the guest is a stateless person, as well as confirming his identity.
6. Authorization issued by the authorized government agency giving the right to reside in Russia.
7. Resident card.

The contract itself is concluded exclusively in writing, signed by both parties. At the same time, the text indicates the price, the names of the parties, their contacts, information about the hotel room, the time that the guest will live in this room. Other information may be provided upon request.

The rules for the provision of hotel services in the Russian Federation, the procedure for registering accommodation provide that the contractor must register the persons living with him in accordance with the regulations of Russian legislation.

Some conditions

Hotels serve their customers around the clock. Consumers can use their services at any time of the day or night. It is not forbidden to leave at night, as well as entry. However, an exception is established by law for hotels with less than fifty rooms. In such small accommodation facilities, the owners have the right to establish their own modes of service. Usually, checkout time is set by the contractor, taking into account the characteristics of the region, the location of the object. But as usual, the period of such an hour is determined at 12 hours. In other words, check-in and check-out is done twice a day. In any case, the difference between them cannot be more than two hours.

The rules also establish the right of the hotel owner to determine the maximum period during which individuals can reside in the establishment. The procedure for paying for a room is not regulated by law, as well as its price, as well as the rules of residence. Therefore, all these actions are left by the legislator to the choice of an organization or a private entrepreneur providing hotel services.

In addition, hotel service may be offered not per day, but hourly. The rules for the provision of hotel services in the Russian Federation, the concept of which is given above, provide that if there is a need to regulate prices for hotel services, then their price cannot exceed the price determined for a particular category of hotels. This requirement is valid only when holding any major events or celebrations, when there is an influx of guests.

The legal act under consideration limits the right of the owners of this business to provide some other paid services to guests against their will, if such services are not included in the cost of living.

Services obligatory for the performer

The following types of hotel services are free or included in the price.

1. If the guest becomes ill, the administration is obliged to call an ambulance, and if necessary, call other emergency services.
2. The management of the institution must provide a first-aid kit to its customers free of charge.
3. is obliged to bring to the room of the guests the mail that came in their name, immediately after receipt.
4. At the request of customers, the hotel staff should take care to wake up the residents at the hour determined by them.
5. At no additional charge, customers are provided with boiling water, needles and thread, dishes, spoons, forks.
6. Other services set by the administration.

Calculations

Payment for the provided hotel services is made by the guest only after their actual provision, that is, on the day of departure. However, if the future guest does not mind, then such payment can be made at the conclusion of the contract, that is, on the day of entry. The calculation can also be made in part. or another person who is responsible for payment is obliged to issue to the guest a cash receipt or other document established by law when paying. The calculation of the payment to be made to the client is carried out according to the established checkout time. That is, if the checkout time is set at 12 noon, then payment is made for all 12 hours, even if the guest stayed at the hotel for only three hours. If the client delayed leaving the room, the administration will charge him payment in accordance with the rules approved by it. If the client checks into the hotel after 12 midnight, and leaves before the check-out time specified by the hotel, then the accommodation fee cannot be more than the fee determined for half a day.

Responsibility

The rules for the provision of hotel services in the Russian Federation, which are the responsibility of all parties, establish that both the contractor and the guest are liable for harm in cases provided for by civil law. Thus, the contractor is responsible for the safety of the property of his client, and for improper performance of his duties he may be held liable under the laws of Russia. Accordingly, the guest who caused damage to the property of the hotel will also compensate him.

Thus, for every citizen who plans to go on a business trip or for another reason wants to stay at a hotel, it is better to carefully study the rules discussed in this article in order to avoid some unpleasant moments later. Among other things, knowing these rules, you can safely protect your rights as a consumer of hotel services. In case of their violation, a complaint can be filed with the authorized body exercising control over business entities that are engaged in this type of activity.

Hotel " White stone"Welcome to you!

We will make every effort to make your stay at the hotel pleasant and comfortable.

To do this, allow me to provide you with brief information about the procedure for settling and staying at the hotel:

1. The hotel is intended for temporary residence of citizens for a period agreed with the hotel administration. After the agreed period, the resident is obliged to vacate the room at the request of the administration. If you wish to extend the period of stay, you must inform the hotel administrator about it no later than 2 hours before the check-out time - 12 hours local time. Extension of the period of stay in the same room is possible only if there is no confirmed reservation for it in favor of third parties.
2. Checkout time is 12 noon local time.
3. The operating mode of the hotel "White Stone" is round-the-clock.
4. Accommodation (accommodation) in the hotel of citizens is carried out upon presentation of:

• for citizens of the Russian Federation - Russian passports
• for foreign citizens - passport, visa, migration card
• for military personnel Military ID or officer's book confirmed by a travel certificate.

With the consent of the guest current rules hotel "White Stone" and registration of accommodation - the contract for the provision of hotel services is considered concluded.

1. The hotel administration has the right to conclude an agreement for the reservation of places. Subject to availability, the administration accepts booking requests from legal entities and individuals by e-mail, through the website or by phone. When booking, placing or during a free settlement, the guest chooses a room category, and the right to choose a specific room belonging to this category remains with the hotel administration. Reservation for a room is provided from 12:00 to 17:00 of the current day, if during this time the room is not paid, the reservation is canceled.
2. Payment for accommodation and services in the hotel is carried out at free (contractual) prices, according to the price list approved by the hotel management. Payment is made in rubles, in cash, by bank transfer under a booking agreement or using settlement (credit) cards. Check-in at the hotel is made only after the guest makes an advance payment for the entire expected period of stay. The fiscal receipt and the final invoice for the services rendered are issued upon departure of the guest.
3. Payment for accommodation is charged in accordance with a single checkout time - from 12:00 of the current day, local time. When a guest is free to check in at night from 22:00 to 06:00, check-in to the room is made only before the check-out time, the stay is extended in the manner provided for in paragraph 1 of these rules. For stays of less than a day (24 hours), the fee is charged for a full day, except for the following cases:

• early check-in: from 06:00 to checkout time (12:00) - payment of 50% of the room rate
• early check-out: from 00:00 to 06:00 - payment of 50% of the room rate

1. For accommodation of children under the age of 8, without providing a separate place, payment is not charged.
2. Guest accommodation in booked room before check-in time and check-out after check-out time (but not later than 3 hours) is allowed only by prior agreement with the hotel administration.
3. In the event of a guest's refusal to stay or a reduction in the period of stay, the administration has the right to withhold from the prepayment made by the guest (his guarantor) an amount of the cost of one night's stay. This amount is a fee for reserving a room in the name of the guest for the entire period of his stay.
4. At the request of residents, with the consent of the administration, it is allowed to stay outsiders in the room from 08:00 to 23:00; to do this, the visitor must provide the administrator at the reception with an identity card and receive a guest card.
5. If a visitor is delayed in the guest's room after 23:00 or a guest is sent to the hotel by a registered guest of an outsider at night (from 23:00 to 08:00), these persons must be registered in the guest's room. For such sharing, a fee of 200 rubles is charged. per person, (pastel accessories are not provided) according to the price list approved at the White Stone Hotel.
6. The right to extraordinary accommodation in the hotel, subject to availability, has:
   . Heroes Soviet Union, Heroes of the Russian Federation, full cavaliers of the Order of Glory; employees of the prosecutor's office, employees of internal affairs bodies, employees of the judiciary, tax authorities, employees of federal government communications and information bodies (in the performance of their official duties);
   . disabled people of the 1st group and persons accompanying them (no more than one person); other categories of citizens in accordance with the current legislation of the Russian Federation;
   . Members of the Great Patriotic War, disabled people of the 2nd and 3rd groups and the persons accompanying them settle in the hotel in the first place, as the places are vacated.
7. Bed linen, towels and toiletries are changed every three days. At the request of the guest, an unscheduled change of linen can be made.
8. The hotel provides residents with the following views free services:
   . calling an ambulance; use of a medical kit;
   . taxi call;
   . delivery of correspondence to the room upon its receipt;
   . wake-up call at a certain time;
9. The hotel provides the guest with additional services for a fee at his request in accordance with the list and register of prices for additional services.
10. The hotel is not responsible for the work of city services (emergency shutdown of electrical and thermal energy, water supply).
11. The resident must:

When leaving the room, close the taps and windows;
. observe the order of residence established in the White Stone Hotel, maintain cleanliness, silence and public order in the room and hotel;
. strictly observe fire safety rules;

Compensate for damage in case of loss, damage or damage to hotel property. The assessment of the damage caused is made on the basis of the "price list for damage to hotel property";

Be responsible for the actions of visitors invited to his room;
. timely and in full pay for all additional services provided by the hotel, mini-bar products.

1. The hotel is prohibited:

Leave unauthorized persons in the room, as well as give them a room key card;
. store bulky items, flammable materials, weapons, chemical and radioactive substances, mercury;

Keep animals in the room;

Smoking in the rooms, as well as in the halls and corridors of the hotel;
. be under the influence of alcohol or drugs;
. use heating devices, if it is not provided in the hotel room;

Disturb the peace of guests living in neighboring rooms.

1. The rooms at the White Stone Hotel are declared strictly non-smoking, the guest staying in them agrees to pay a fine of 500 rubles for smoking in the room, which will be used to clean the room and the air from the smell of smoke.
2. Guests are allowed to smoke only in the place determined by the hotel administration.
3. The administration is not responsible for the loss of the guest's valuables in the room. In case of discovery of forgotten things, the administration takes measures to return them to their owners. If the owner is not found, the administration reports the find to the police or local government.
4. The book of reviews and suggestions is located at the duty administrator of the hotel and is issued at the request of consumers.
5. The hotel administration reserves the right to visit the room without the consent of the guest in case of smoke, fire, flooding, as well as in case of violation by the guest of this accommodation procedure, public order, the use of household appliances.
6. The hotel has the right to terminate the contract for the provision of hotel services unilaterally or refuse to extend the period of stay in case of violation by the guest of the order of stay, late payment for hotel services, causing material damage to the hotel by the guest.
7. The hotel administration has the right to refuse service and check-in by persons in a state of alcoholic or drug intoxication without explanation.
8. In the absence of a guest at the place of residence for more than a day (or after 6 hours from the moment of his checkout time), the hotel administration has the right to create a commission and make an inventory of the property in the room and transfer it to the police or local government.
9. In case of complaints from the consumer, the administration takes all possible measures to resolve the conflict, provided by law.
10. In cases not provided for by these rules, the administration and the consumer are guided by the current legislation of the Russian Federation.

* The rules for staying at the White Stone Hotel were developed on the basis of the Law of the Russian Federation "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. 490 dated April 25, 1997 .1999, 09/15/2000)

In accordance with Article 39 1 of the Law of the Russian Federation "On Protection of Consumer Rights", the Government of the Russian Federation decides:

1. Approve the attached Rules for the provision of hotel services in the Russian Federation.

2. Recognize as invalid:

Decree of the Government of the Russian Federation of April 25, 1997 N 490 "On approval of the Rules for the provision of hotel services in the Russian Federation" (Collected Legislation of the Russian Federation, 1997, N 18, Art. 2153);

paragraph 3 of the amendments and additions that are made to the acts of the Government of the Russian Federation on the certification of products and services, approved by the Decree of the Government of the Russian Federation of October 2, 1999 N 1104 "On the introduction of amendments and additions to some acts of the Government of the Russian Federation on the certification of products and Services" (Sobraniye zakonodatelstva Rossiyskoy Federatsii, 1999, N 41, item 4923);

Decree of the Government of the Russian Federation of September 15, 2000 N 693 "On the introduction of amendments and additions to the Rules for the provision of hotel services in the Russian Federation" (Sobraniye Zakonodatelstva Rossiyskoy Federatsii, 2000, N 39, Art. 3871);

paragraph 33 of the amendments that are made to the acts of the Government of the Russian Federation approved by Decree of the Government of the Russian Federation of February 1, 2005 N 49 "On the amendment and invalidation of certain acts of the Government of the Russian Federation" (Sobraniye zakonodatelstva Rossiyskoy Federatsii, 2005, N 7, art. .560);

paragraph 9 of the amendments that are made to the acts of the Government of the Russian Federation in connection with the adoption of the Federal Law "On the Police", approved by the Decree of the Government of the Russian Federation of October 6, 2011 N 824 "On the amendment and invalidation of certain acts of the Government of the Russian Federation in connection with the adoption of the Federal Law "On the Police" (Sobraniye Zakonodatelstva Rossiyskoy Federatsii, 2011, N 42, Art. 5922);

Decree of the Government of the Russian Federation of March 13, 2013 N 206 "On Amendments to the Rules for the Provision of Hotel Services in the Russian Federation" (Sobraniye Zakonodatelstva Rossiyskoy Federatsii, 2013, N 11, Art. 1132).

Chairman of the Government of the Russian Federation

D. Medvedev

Rules for the provision of hotel services in the Russian Federation

I. General provisions

1. These Rules are developed in accordance with the Law of the Russian Federation "On the Protection of Consumer Rights" and regulate relations in the field of providing hotel services.

2. These Rules apply to the activities of hotels and other accommodation facilities, with the exception of the activities of youth tourist camps and tourist bases, campsites, children's camps, departmental hostels, renting out furnished rooms for temporary residence, as well as activities to provide places for temporary residence in railway stations. sleeping cars and other vehicles.

3. The basic concepts used in these Rules mean the following:

"hotel services" - a set of services to ensure temporary accommodation in a hotel, including related services, the list of which is determined by the contractor;

"hotel and other means of accommodation" - a property complex (building, part of a building, equipment and other property) intended for the provision of hotel services (hereinafter referred to as a hotel);

"small accommodation facility" - a hotel with no more than 50 rooms;

"price of a room (place in a room)" - the cost of temporary accommodation and other related services, determined by the contractor, provided for a single price;

"consumer" - a citizen who intends to order or purchase or ordering, acquiring and (or) using hotel services solely for personal and other needs not related to entrepreneurial activities;

"performer" - an organization, regardless of the legal form, as well as an individual entrepreneur providing hotel services to the consumer;

"customer" - an individual (legal) person who intends to order or purchase or order or purchase hotel services in accordance with an agreement on the provision of hotel services (hereinafter referred to as the agreement) in favor of the consumer;

"booking" - a preliminary order of places and (or) rooms in a hotel by the customer (consumer);

"checkout time" - the time set by the contractor for the arrival and departure of the consumer.

4. Requirements for hotel services, including their volume and quality, are determined by agreement of the parties to the contract, unless other requirements are provided for by federal laws or other regulatory legal acts of the Russian Federation.

5. The provision of hotel services is allowed only if there is a certificate of assignment to the hotel of the appropriate category, provided for by the classification system of hotels and other accommodation facilities, approved by the Ministry of Culture of the Russian Federation, if, in accordance with the legislation of the Russian Federation, such a requirement is introduced for individual entities or throughout the territory Russian Federation.

6. The price of a room (a place in a room), as well as other terms of the contract, are established the same for all consumers, except for cases when the legislation of the Russian Federation or local regulations of the contractor allow the provision of benefits and benefits for certain categories of consumers.

7. The Contractor has the right to independently establish in the places of provision of hotel services the rules for staying in a hotel and using hotel services that do not contradict the legislation of the Russian Federation.

8. These Rules are brought to the attention of the consumer (customer) by the contractor in an accessible form.

II. Information about the contractor and the hotel services provided by the contractor

9. The contractor is obliged to bring to the attention of the consumer by placing on a signboard located near the entrance to the hotel, or in the hotel room intended for registration of temporary residence of consumers, the following information:

a) name and company name (if any), address and mode of operation - for a legal entity;

b) 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 it - for an individual entrepreneur.

10. The contractor is obliged to bring to the attention of the consumer by placing in the hotel room intended for registration of temporary residence of consumers, as well as by other means, including on the hotel website in the Internet information and telecommunication network, information about the services provided by him, which should contain :

a) information about the contractor, his contact phone number, as well as the data of the document confirming the fact that information about the legal entity has been entered into the Unified State Register legal entities or the fact of entering information about an individual entrepreneur in the Unified State Register individual entrepreneurs, indicating the body that carried out the state registration;

b) information about the parent organization (if any);

c) information on the assignment of a category to the hotel, if such a category was assigned, indicating the assigned category, the name of the accredited organization that carried out the classification, the date of issue and number of the certificate, its validity period;

d) information on the certification of services, if such certification was carried out in the manner prescribed by the system of certification of hotel services;

f) list of services included in the price of the room (place in the room);

g) information on the form and procedure for payment for hotel services;

h) the list and price of other paid services provided by the contractor for a fee, the conditions for their purchase and payment;

i) information about the form, conditions and procedure for booking, canceling a booking;

j) the maximum period of stay in the hotel, if it is established by the contractor;

k) a list of categories of persons entitled to receive benefits, as well as a list of benefits provided in the provision of hotel services in accordance with laws, other regulatory legal acts;

l) information about other paid services provided in the hotel by third parties;

m) information about the time of arrival (departure) from the hotel;

o) information about the rules specified in paragraph 7 of these Rules.

11. The information provided for in paragraph 10 of these Rules is located in a place accessible to visitors and is designed in such a way that it can be freely accessed by an unlimited number of people during the entire working time of the hotel.

12. The Contractor is obliged to ensure that each issue contains the rules specified in paragraph 7 of these Rules.

13. Information about the contractor and the services provided by him is brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in state languages subjects of the Russian Federation, native languages ​​of the peoples of the Russian Federation and foreign languages.

III. The procedure and conditions for the provision of hotel services

14. The Contractor has the right to make a reservation in any form, including by drawing up a document signed by two parties, as well as by accepting a booking application (hereinafter referred to as the application) through postal, telephone and other communications, which makes it possible to establish that the application comes from the consumer or customer. The application form is set by the contractor.

15. 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 expects the consumer until the check-out time of the day following the day of the scheduled arrival. In case of untimely cancellation of the reservation, delay or no-show of the consumer, he or the customer will be charged for the actual downtime of the room (place in the room), but not more than for a day. If more than a day late, the guaranteed booking will be cancelled;

b) non-guaranteed booking - a type of booking in which the hotel expects the consumer until a certain hour set by the contractor on the day of arrival, after which the booking is canceled.

16. Reservation is considered valid from the moment the consumer (customer) receives a notification containing information about the name (company name) of the contractor, the customer (consumer), the category (type) of the booked room and its price, the conditions of booking, the length of stay at the hotel, as well as other information determined by the performer.

17. The consumer (customer) has the right to cancel the application. The procedure and form of cancellation of the reservation are established by the contractor.

18. The Contractor has the right to refuse booking if there are no free rooms on the date specified in the application.

19. The contract is concluded upon presentation by the consumer of a document proving his identity, drawn up in the prescribed manner, including:

a) a passport of a citizen of the Russian Federation, proving the identity of a citizen of the Russian Federation on the territory of the Russian Federation;

b) a passport of a citizen of the USSR, proving the identity of a citizen of the Russian Federation, until it is replaced within the prescribed period with a passport of a citizen of the Russian Federation;

c) birth certificates - for a person under the age of 14;

d) a passport proving the identity of a citizen of the Russian Federation outside the Russian Federation - for a person permanently residing outside the Russian Federation;

e) 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 proving the identity of a foreign citizen;

f) a document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as a document proving the identity of a stateless person;

g) permission for temporary residence of a stateless person;

h) a residence permit for a stateless person.

20. The contract is concluded between the consumer and the contractor by drawing up a document signed by both parties, which must contain:

a) the name of the performer (for individual entrepreneurs - last name, first name, patronymic (if any), information on state registration;

b) information about the customer (consumer);

c) information about the provided room (place in the room);

d) the price of the room (place in the room);

e) the period of stay in the hotel;

e) others necessary information(at the discretion of the performer).

21. Registration of consumers who are citizens of the Russian Federation at the place of stay in the hotel is 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 the Decree of the Government of the Russian Federation of July 17, 1995 g. N 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 receiving and transferring documents to the registration authorities for registration and deregistration of citizens Russian Federation at the place of stay and at the place of residence within the Russian Federation.

Registration at the hotel of minors under the age of 14 is carried out on the basis of documents proving the identity of their parents (adoptive parents, guardians) or close relatives, accompanying person (persons), a document certifying the authority of the accompanying person (persons), as well as the birth certificates of these minors.

The registration of a foreign citizen and stateless person at the place of stay in the 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 the Decree of the Government of the Russian Federation of January 15, 2007 N 9 "On the procedure for the implementation of migration registration of foreign citizens and stateless persons in the Russian Federation".

22. The Contractor provides round-the-clock service to consumers arriving at the hotel and departing from the hotel.

In a small accommodation facility, the contractor has the right to independently set the time for servicing consumers.

23. Check-in at the hotel and check-out from the hotel of the consumer are carried out taking into account the check-out time, which is set at 12 o'clock of the current day local time. Performer taking into account local features and the specifics of the activity has the right to change the established checkout time.

Check-in time is set by the contractor. The difference between the time of the consumer's departure from the room and the consumer's arrival in the room cannot be more than 2 hours.

24. The Contractor has the right to establish a maximum period of stay in a hotel, the same for all consumers.

25. The price of the room (place in the room), the list of services that are included in the price of the room (place in the room), as well as the procedure and methods of payment for the room (place in the room) are established by the contractor.

The contractor can set the daily and (or) hourly payment residence.

If, in accordance with the legislation of the Russian Federation, state regulation of the cost of hotel services (hotel services) is introduced during the period of events (ceremonies), the cost of hotel services cannot exceed the maximum established cost for this category of hotel.

26. The Contractor is not entitled, without the consent of the consumer, to provide other paid services that are not included in the price of the room (place in the room).

27. The contractor, at the request of the consumer, is obliged to provide the following types of services at no additional charge:

a) calling an ambulance, other special services;

b) use of a first aid kit;

c) delivery to the room of correspondence addressed to the consumer upon receipt;

d) wake up at a certain time;

e) provision of boiling water, needles, threads, one set of dishes and cutlery;

f) other services at the discretion of the contractor.

28. The consumer (customer) is obliged to pay for hotel services and other paid services in full after they are provided to the consumer.

With the consent of the consumer (customer), payment for hotel services can be made at the conclusion of the contract in full or in part.

When making settlements with the consumer, the contractor issues to the consumer a cash receipt or a document drawn up on a strict accountability form.

29. Payment for hotel accommodation is charged in accordance with the checkout time.

In the event of a delay in the departure of the consumer after the established checkout time, the payment for accommodation is charged from the consumer in the manner prescribed by the contractor.

When placing a consumer from 0000 hours to the established checkout time, the accommodation fee is charged in an amount not exceeding the fee for half a day.

30. The consumer is obliged to comply with the rules specified in paragraph 7 of these Rules.

31. The procedure for accounting, storage and disposal (destruction) of forgotten things in the hotel is determined by the contractor.

32. The consumer has the right to refuse to perform the contract at any time, subject to payment to the contractor of the expenses actually incurred by him.

33. The contractor has the right to unilaterally refuse to perform the contract if the consumer violates the terms of the contract, while the consumer reimburses the contractor for the expenses actually incurred by him.

IV. Responsibility of the performer and consumer

34. The contractor is responsible for the safety of the consumer's belongings in accordance with the legislation of the Russian Federation.

35. For non-fulfillment or improper fulfillment of obligations under the contract, the performer shall be liable under the legislation of the Russian Federation.

36. 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 is subject to compensation by the contractor in accordance with the legislation of the Russian Federation.

37. The consumer is responsible and compensates for the damage in case of loss or damage to the property of the hotel through his fault in accordance with the legislation of the Russian Federation and these Rules.

38. Control over compliance with these Rules is carried out by the Federal Service for Supervision of Consumer Rights Protection and Human Welfare.

All citizens of the Russian Federation, as well as Foreign citizens presenting a passport.

Free services in rooms of all categories:

• calling a taxi by the hotel administrator at a certain hour - at the request of the guest;
• iron - at the request of the guest;
• additional dishes - at the request of the guest;
• all hotel rooms are supplied with a set of fresh towels and soap;
• any guest can ask the administrator to wake him up at the agreed time.

Important points and little tricks of the changes coming tomorrow.

WITH October 21 in Russia, new rules for the provision of hotel services begin to operate. The Decree “On the Approval of the Rules for the Provision of Hotel Services in the Russian Federation”, approved on October 9, 2015, is a significantly modified 1997 document. The purpose of the new rules is to protect the rights of consumers when staying in hotel complexes.

Starting tomorrow, all legal entities and individual entrepreneurs that conduct their activities officially must equip the entrance to the hotel complex sign with the name of the place, address and hours of operation. In case of founding a hotel or a hotel IP the plate must contain the surname, name and patronymic of the entrepreneur, supplemented by information on state registration. In most cases, this item will apply to hostels and mini-hotels, which will be discussed later.

During check-in for new arrivals at the reception desk, all relevant information about the hotel should be available. The following information must be present. Their own leadership hotel complex must be posted on the official website of the company.

• Information about the contractor, his contact phone number, as well as the data of the document confirming the fact of entering information about the legal entity in the Unified State Register of Legal Entities or the fact of entering information about the individual entrepreneur in the Unified State Register of Individual Entrepreneurs, indicating the body that carried out the state registration;
• Information about the parent organization (if any);
• Information on assigning a category to the hotel, if such a category was assigned, indicating the assigned category, the name of the accredited organization that carried out the classification, the date of issue and number of the certificate, its validity period;
• Information about the certification of services, if such certification was carried out in the manner prescribed by the certification system for hotel services;
• Categories of hotel rooms (in case of assigning a category) and the price of rooms (places in the room);
• List of services included in the price of the room (places in the room);
• Information about the form and procedure for payment for hotel services;
• The list and price of other paid services provided by the contractor for a fee, the conditions for their purchase and payment;
• Information about the form, conditions and procedure for booking, cancellation of a booking;
• The maximum period of stay in the hotel, if it is set by the contractor;
• The list of categories of persons entitled to receive benefits, as well as the list of benefits provided in the provision of hotel services in accordance with laws, other regulatory legal acts;
• Information about other paid services provided in the hotel by third parties;
• Information about the time of arrival (departure) from the hotel.

One of the important innovations is the possibility of check-in at midnight and check-out before noon. In this case, only half of the cost for the daily stay in the room will be taken from the occupant. The booking methods have not changed: you can book a room online, by phone, or immediately after arriving at your future place of residence.

In the case of a guaranteed booking, the hotel has the right to force you to pay for one day's stay. If the guaranteed reservation was not mentioned, then in case of refusal to check in, it is simply canceled. The time of arrival and departure is considered to be noon, however, the specifics of the work of hotels allows a two-hour difference between arrival and departure. Convenient in the same situation with payment for only half a day, which will save a significant amount.

As for services, hotels with more than 50 rooms are required to provide them around the clock. List of provided without additional fee service looks like this:

• Call an ambulance, other special services;
• Use of a medical kit;
• Delivery to the room of correspondence addressed to the consumer upon receipt;
• Wake up at a certain time;
• Provision of boiling water, needles, threads, one set of dishes and cutlery;
• Other services at the discretion of the contractor.

All of the above rules also apply to hostels and mini-hotels, which are in great demand among travelers from all over the world. This is due to the fact that the number of modern budget accommodation facilities is growing rapidly. Only in Moscow their number approaches 400 , while in St. Petersburg the mark of 1000 . At the same time, the quality of services provided in hostels is sometimes comparable to European level. However, the State Duma Committee on Housing Policy and Housing and Communal Services is not particularly pleased with the mini-hotels.

Representatives of the committee recommended the adoption of a bill banning the placement of mini-hotels and hostels in residential premises, and to do this in the first reading, scheduled for today. If the bill is passed most of dubious mini-hotels will be forced to close, which will affect budget tourism. This was one of the reasons why the rules for staying in hotels were revised, including the peculiarity of settling at midnight. Illegal hostels will have a hard time.