New rules for settling in hotels. Rules for the provision of hotel services in the Russian Federation. Is it possible to avoid problems when checking into a hotel

Important points and little tricks of the changes coming tomorrow.

WITH October 21 in Russia, new rules for the provision of hotel services. 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 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;
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 separate fee, the conditions for their acquisition 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. The list of services provided at no additional charge is as follows:

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.

website Important points and little tricks of the changes coming tomorrow. From October 21, new rules for the provision of hotel services begin to operate in Russia. 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....

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:

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.
Checkout time is 12 noon local time.
The operating mode of the hotel "White Stone" is round-the-clock.
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.

The hotel administration has the right to conclude an agreement for the reservation of places. Subject to availability, the property accepts booking requests from legal 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.
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 in cash, by non-cash 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.
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

For accommodation of children under the age of 8, without providing a separate place, payment is not charged.
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.
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.
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.
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.
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.
Bed linen, towels and toiletries are changed every three days. At the request of the guest, an unscheduled change of linen can be made.
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;
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.
The hotel is not responsible for the work of city services (emergency shutdown of electrical and thermal energy, water supply).
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.

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.

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.
Guests are allowed to smoke only in the place determined by the hotel administration.
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.
The book of reviews and suggestions is located at the duty administrator of the hotel and is issued at the request of consumers.
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.
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.
The hotel administration has the right to refuse service and check-in by persons in a state of alcoholic or drug intoxication without explanation.
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.
In case of complaints from the consumer, the administration takes all possible measures to resolve the conflict, provided by law.
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)

Majority experienced tourists have already come to terms with the fact that, having arrived at the hotel at 9 am, they have to stubbornly wait for check-in to the room until dinner. Many beginners, of course, are annoyed by this attitude, and they begin to demand to find a free room for them. However, the hotel staff ask them to pay...

General rules hotel check-in

Most experienced tourists have already come to terms with the fact that, having arrived at the hotel at 9 am, they have to stubbornly wait for check-in to the room until dinner. Many beginners, of course, are annoyed by this attitude, and they begin to demand to find a free room for them. However, the hotel staff asks them to pay for this, which is even more annoying. As a result, the vacation has not even begun yet, and the mood for the rest of the time is already hopelessly spoiled. Surely you are familiar with this. In order to avoid such a situation, we present to your attention a few generally accepted rules for checking in and checking out from a hotel, which are an impenetrable barrier between a hotel and a tourist who does not have experience in this area.

Check in hotel

The most important rule of any hotel is the possibility of check-in and check-out at a strictly allotted time. So, you can check into the room only after 14:00, and release it - no later than 12:00. The freed up 2 hours are allotted for preparing the room for the next client. You are not entitled to make any demands regarding check-in or check-out from the hotel outside the allotted time. In some hotels, the time between check-in and check-out may increase or decrease, according to their rules.

Try to check into the hotel in advance, avoiding the peak season. Otherwise, you will not find free rooms, according to the ordered conditions (for example, with a sea view). As a reward, you may be offered a room without the sea or pay extra for a room of a different category. However, Russian tourists may perceive this as an infringement of their rights and start a big scandal.

Is it possible to avoid problems when checking into a hotel?

The answer is unequivocal - you can! First of all, you need to carefully study tourist voucher. It must indicate at what time you will arrive in the country. Thus, you can estimate in advance when you find yourself at the hotel. If you arrive at the hotel long before the scheduled check-in time, you will not avoid problems.

As a rule, it is the responsibility of the tour operator to plan the time of the tourist so that he does not have to be in a long and painful wait. However, it all depends on the hotel. If waiting for a hotel check-in is unavoidable, then pass the time and go to the sea. In this case, the main thing is to make sure that your luggage will be securely stored. In large hotels, special luggage rooms are provided for this. In some cases, hotel workers try to make money on tourists and specifically hide rooms ready for occupancy. Usually this issue will help to solve 10-20 dollars. However, if you notice obvious impudence on the part of employees, then call the manager and point out obvious violations.

Check-out from the hotel

Another situation that most tourists face is the requirement of the hotel to leave the room before 12:00. You can’t call this a problem if you take off, say, at 10 am. But what to do if your flight is scheduled, for example, at 17:00? In this case, the tourist will have to wait somewhere for 3-4 hours, waiting for the bus that will take him to the airport.

There are 3 ways out of this situation:

some hotels provide the option "late checkout" (postponed checkout at the hotel). Find out if it is in your case. Usually for such a service you will have to pay about half of the daily room rate. If you order this service, you can stay in your room and wait for the bus that will take you to the airport;
if there are few customers in the hotel and there are still free rooms, then try to negotiate with the reception so that they allow you to stay for a while. Of course, you may have to pay extra for this;
if you are nevertheless asked to leave the hotel, then you can pass the time in a restaurant or in a lounge. Don't forget to take your things with you.

In general, the main problems can arise only because of the unpreparedness of the tourist for the discomfort that the hotel rules can create. Having familiarized yourself with the subtleties described above, you are fully armed. The main thing is to know in advance the time of arrival and departure of the aircraft and prepare yourself for waiting for check-in to the room or your flight outside the hotel.

On our website you can always book a hotel anywhere the globe at favorable prices.

The Frontdesk.ru portal has studied the Decree of the Government of the Russian Federation No. 1085 dated October 09, 2015 on the approval of the "Rules for the provision of hotel services in the Russian Federation" and publishes key changes compared to the 1997 document.

The updated document, which will come into force seven days after publication, cannot be called revolutionary, but it contains a number of changes that "legitimize" the practices previously used in hotels, as well as other innovations.

1. You can charge money for early check-in

The new rules now allow early check-in fees. When placing a guest from 0000 hours to the established check-out time, the accommodation fee is charged in an amount not exceeding the fee for half a day. The old rules expressly forbade the collection of such fees.

The late check-out fee is now determined by the hotel only and is not limited by the Rules. Previously, the document defined a clear procedure for calculating payment for late check-out.

2. The procedure for booking a room is described

The legislator in the Rules described the procedure for booking rooms, introducing the appropriate term. The rules also define the concepts of guaranteed and non-guaranteed reservations. Guaranteed booking allows the hotel to charge the guest in case of "no show", as well as in case of untimely cancellation of the guest's booking.

The reservation is considered valid only after the guest receives the confirmation of the reservation. The hotel may refuse to book if there are no available rooms.

3. The hotel can determine itself checkout time, time of arrival and departure

The standard checkout time was left unchanged - 12 noon. The hotel can change it at its own discretion, which could have been done in principle before.

However, now the accommodation facility has been allowed to independently determine the hours of arrival and departure. In this case, the period between the time of arrival and departure should not exceed two hours. Previously, check-in and check-out times were the same, which did not allow for room cleaning, although this rule was rarely enforced.

4. The hotel is no longer obliged to keep track of the forgotten things of guests

Now the procedure for dealing with the forgotten things of guests is determined by the hotel itself. Previously, the hotel had to contact the guest about the forgotten item or report the forgotten item to the police. At the same time, the hotel, as before, is responsible for the safety of the guest's belongings.

5. The hotel can write its own rules of stay

Each hotel can now have its own rules and features of the stay, which do not contradict the current rules and other laws of the Russian Federation. The hotel must bring these Rules to the attention of the guest.

6. Small accommodations were allowed to serve guests NOT around the clock

The Rules introduced the term "small accommodation facility" (a hotel with no more than 50 rooms). Small accommodation facilities were allowed to set their own service schedule for guests. The rest of the hotels, as before, are required to check-in and check-out guests around the clock.

7. It is forbidden to provide services by unclassified accommodation facilities, if such a requirement is established in a specific territory

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 subjects or throughout the Russian Federation . The old Rules did not mention classification.

8. Documents to be presented at check-in of a guest are defined

The rules determined an exhaustive list of documents by which a guest can be accommodated. Now it is impossible to accommodate a guest on driving license or any official "crust". Even reception foreign passport provided only for a person permanently residing abroad.

What we will not see in the rules

For example, unfortunately, in the Rules, hotels have not been given and will not be given the opportunity to set non-refundable rates, as this is contrary to the Civil Code of the Russian Federation, although many hotels have such a practice. In the current rules, the legislator has so far brought the relevant section into line with the articles of the Civil Code of the Russian Federation that regulate the procedure for the customer's refusal to execute a service agreement.

Rules for the provision of hotel services in the Russian Federation

GOVERNMENT OF THE RUSSIAN FEDERATION

RESOLUTION

ON THE APPROVAL OF THE RULES FOR THE PROVISION OF HOTEL

SERVICES IN THE RUSSIAN FEDERATION

In accordance with the Law of the Russian Federation "On the Protection of Consumer Rights" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Article 766; Collection of Legislation of the Russian Federation, 1996, No. 3, Article 140), the Government of the Russian The 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 June 15, 1994 N 669 "On approval of the Rules for the provision of hotel services in the Russian Federation" (Collected Legislation of the Russian Federation, 1994, N 8, Art. 871);

the last paragraph of Decree of the Government of the Russian Federation of February 28, 1996 N 199 "On Amending the Decisions of the Government of the Russian Federation" (Sobraniye Zakonodatelstva Rossiyskoy Federatsii, 1996, N 10, Art. 948).

Prime Minister

Russian Federation

V. CHERNOMYRDIN

Approved

Government Decree

Russian Federation

On the procedure for communicating information about the price and conditions for the provision of hotel services, see the letter of Rospotrebnadzor dated 07.03.2006 N 0100/2473-06-32.

RULES

PROVISION OF HOTEL SERVICES IN THE RUSSIAN FEDERATION

(as amended by Decrees of the Government of the Russian Federation of 02.10.1999 N 1104,

dated 15.09.2000 N 693, dated 01.02.2005 N 49)

I. General provisions

1. These Rules are developed in accordance with the Law of the Russian Federation "On the Protection of Consumer Rights" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Art. 766; Collection of Legislation of the Russian Federation, 1996, No. 3, Art. . 140) and regulate relations in the provision of hotel services (hereinafter referred to as - services).

2. The basic concepts used in these Rules mean:

"hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services;

"consumer" - a citizen who intends to order or order and use services solely for personal, family, household and other needs not related to entrepreneurial activities;

"executor" - an organization, regardless of the organizational and legal form, as well as an individual entrepreneur, providing services to consumers under a reimbursable contract.

(As amended by Decree of the Government of the Russian Federation of September 15, 2000 N 693)

II. Information about services, order of registration

hotel accommodation and payment for services

3. The contractor is obliged to bring to the attention of the consumer its company name (name), location (legal address) and mode of operation. The contractor places the specified information on the sign.

The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.

4. The contractor is obliged to provide the consumer with the necessary and reliable information about the services in a timely manner, ensuring the possibility of their correct choice.

Information is placed in a room intended for registration of residence, in a convenient place for viewing and in without fail includes:

these Rules;

information about the performer and his contact phone number;

certificate of assignment to the hotel of the corresponding category, if the category was assigned;

information on confirmation of compliance of services with established requirements (number of the certificate of conformity, its validity period, the authority that issued it, or registration number declaration of conformity, its validity period, the name of the contractor who accepted the declaration, and the body that registered it);

(as amended by Decree of the Government of the Russian Federation of 02.10.1999 N 1104)

information about the number of the license, its validity period, about the authority that issued the license, if this species activities are subject to licensing;

extracts from state standard establishing requirements in the field of rendering services;

price of rooms (places in the room);

list of services included in the room price (places in the room);

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

the deadline for staying at the hotel, if it is set by the contractor;

Letter N VR-738/12 of February 16, 2001 of the Gosstroy of the Russian Federation clarified that "other regulatory legal acts" means decrees of the President of the Russian Federation and decrees of the Government of the Russian Federation that determine the procedure and amount of benefits for certain categories of persons.

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

the procedure for staying at the hotel;

information about the work of enterprises located in the hotel Catering, trade, communications, consumer services, etc.;

information about the consumer rights protection body under the local administration, if such a body exists;

information about the parent organization.

The Contractor is obliged to ensure that each room contains information on the procedure for staying at the hotel, fire safety rules and rules for the use of electrical household appliances.

The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in state languages subjects of the Russian Federation and native languages of the peoples of the Russian Federation.

5. The contractor is obliged to ensure the provision of benefits in the provision of services to those categories of citizens for whom such benefits are provided for by laws and other regulatory legal acts.

Letter N BP-738/12 of February 16, 2001 from the Gosstroy of the Russian Federation clarified that the contractor is entitled to independently determine the procedure for booking rooms in a hotel.

6. The Contractor has the right to conclude an agreement for booking rooms in a hotel by drawing up a document signed by two parties, as well as by accepting a booking request by post, telephone or other communication, which makes it possible to reliably establish that the request comes from the consumer.

If the consumer is late, in addition to the booking fee, he is also 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 reservation will be cancelled. In case of refusal of the consumer to pay for the reservation, his accommodation in the hotel is made in the order of the general queue.

7. The contractor - a commercial organization is obliged to conclude an agreement with the consumer for the provision of services, except in cases where there is no possibility of providing services, including if the constituent documents of the contractor or the civil law contract concluded with him provide for the obligation of the contractor in a certain order to provide services to the relevant categories of persons.

8. The contract for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, other document drawn up in the prescribed manner and confirming the identity of the consumer.

When registering a hotel stay, the contractor issues a receipt (coupon) or other document confirming the conclusion of an agreement for the provision of services, which must contain:

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

surname, name, patronymic of the consumer;

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

price of the room (place in the room);

other necessary data at the discretion of the performer.

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

10. The Contractor must ensure round-the-clock registration of consumers arriving at the hotel and departing from it.

For an explanation of the procedure for applying paragraph 11, see the letter of the Gosstroy of the Russian Federation dated February 16, 2001 N BP-738/12.

11. The contractor is not entitled to perform additional services for a fee without the consent of the consumer. The consumer has the right to refuse to pay for such services, and if they are paid, the consumer has the right to demand that the contractor return the amount paid.

(As amended by Decree of the Government of the Russian Federation of September 15, 2000 N 693)

It is forbidden to condition the performance of one service on the obligatory provision of other services.

For an explanation of the procedure for applying paragraph 12, see the letter of the Gosstroy of the Russian Federation dated February 16, 2001 N VR-738/12.

12. The price of the room (place in the room), as well as the form of its payment are established by the contractor.

(As amended by Decree of the Government of the Russian Federation of September 15, 2000 N 693)

The contractor can set a daily or hourly payment residence.

The Contractor determines the list of services that are included in the price of the room (place in the room).

The consumer is obliged to pay for the service provided by the contractor in full after acceptance by the consumer. With the consent of the consumer, the service can be paid by him at the conclusion of the contract in full or by issuing an advance.

For an explanation of the procedure for applying paragraph 13, see the letter of the Gosstroy of the Russian Federation dated February 16, 2001 N VR-738/12.

13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day local time.

When placed before the check-out time (from 0 to 12 hours), the accommodation fee is not charged.

In case of delay in the departure of the consumer, the payment for accommodation is charged in the following order:

no more than 6 hours after the checkout time - hourly payment;

from 6 to 12 hours after the checkout time - payment for half a day;

from 12 to 24 hours after the checkout time - full day charge (if there is no hourly charge).

For stays of no more than a day (24 hours), the fee is charged per day, regardless of the checkout time.

Performer taking into account local features has the right to change the single checkout time.

III. Service provision procedure

For an explanation of the procedure for applying paragraph 14, see the letter of the Gosstroy of the Russian Federation dated February 16, 2001 N BP-738/12.

14. The quality of the services provided must comply with the terms of the contract, and in the absence or incompleteness of the terms of the contract, with the requirements usually imposed on these services.

If the regulations provide mandatory requirements services, the quality of the services provided must meet these requirements.

The material and technical support of the hotel, the list and quality of the services provided must comply with the requirements of the category assigned to it.

15. The contractor is obliged to provide the consumer with the following types of services at no additional charge:

call an ambulance;

use of a medical kit;

delivery of correspondence to the room upon its receipt;

wake-up call at a certain time;

provision of boiling water, needles, threads, one set of dishes and cutlery.

16. The procedure for staying at the hotel is established by the contractor.

17. The contractor, in accordance with Article 925 of the Civil Code of the Russian Federation, is responsible for the safety of the consumer's belongings.

In case of discovery of forgotten things, the performer is obliged to immediately notify the owner of the things. If the person entitled to claim forgotten thing, or the place of his stay is unknown, the performer is obliged to report the find to the police or local government.

18. In public catering, communication and consumer services organizations located in a hotel, persons living in a hotel are served out of turn.

19. The consumer is obliged to comply with the order of residence and fire safety rules established by the contractor.

By letter of the Gosstroy of the Russian Federation dated February 16, 2001 N BP-738/12, it was explained that if the consumer terminates the contract with the hotel before the expiration of the day, payment is charged in accordance with clause 13 of the Rules.

20. The consumer has the right to terminate the contract for the provision of services at any time by paying the contractor a part of the price in proportion to the part of the service provided before receiving a notice of termination of the contract and reimburse the contractor for the expenses incurred by him up to this point in order to fulfill the contract, if they are not included in the specified part of the price services.

(Clause 20 as amended by Decree of the Government of the Russian Federation of September 15, 2000 N 693)

IV. Responsibility of the performer and consumer

for the provision of services

21. Upon discovery of deficiencies in the service provided, the consumer has the right, at his choice, to demand:

gratuitous elimination of defects;

a corresponding reduction in the price for the service rendered.

The consumer has the right to terminate the contract for the provision of services and demand full compensation for losses if the contractor has not eliminated these shortcomings within the prescribed period.

The consumer also has the right to terminate the contract if he has discovered significant shortcomings in the service provided or other significant deviations from the terms of the contract.

(As amended by Decree of the Government of the Russian Federation of September 15, 2000 N 693)

The contractor must eliminate the shortcomings of the service provided within an hour from the moment the consumer submits the corresponding request.

The requirements of the consumer to reduce the price of the service provided, as well as to compensate for losses caused by the termination of the contract for the provision of services, are subject to satisfaction within 10 days from the date of presentation of the relevant request.

The consumer also has the right to demand full compensation for losses caused to him in connection with the lack of the service provided. Losses are reimbursed within the time limits established to meet the relevant requirements of the consumer.

Satisfaction of the consumer's requirements for the free elimination of deficiencies in the provision of services does not relieve the contractor from liability in the form of a penalty for violating the deadline for the provision of services.