Hotel Policies

HOTEL policIES

RESIDENCE RULES OF "PETRINE 10" APART-HOTEL1. GENERAL PROVISIONS
1.1. The Residence and Service Rules of the "Petrine 10" Apart-Hotel (hereinafter referred to as the Rules) regulate the relationship between the Service Provider and the Consumer in the provision of hotel services, establish the rules of residence in the apart-hotel, and are intended to inform the Guest and the apart-hotel administration about their mutual rights and obligations.
1.2. Basic terms used for the purposes of these Rules:
1.2.1. "Service Provider" – Limited Liability Company "Somnum" (LLC "Somnum"), being a legal entity under the legislation of the Republic of Belarus, providing hotel services.
1.2.2. "Apart-hotel" – a property complex (building or part of a building with equipment and other property) that meets the established requirements of technical regulatory legal acts, in which hotel services are provided.
1.2.3. "Hotel services" – services provided by the Service Provider for the provision of rooms (places in rooms) for temporary accommodation of individuals, as well as additional services.
1.2.4. "Extra bed" – a sleeping place, which is an armchair-bed, sofa-bed, folding bed, installed in rooms in addition to the main one.
1.2.5. "Additional services" (hereinafter referred to as services) – catering, communication, household, tourist and other services provided by the Service Provider on a paid and/or free basis in accordance with the legislation with the involvement of third-party organizations.
1.2.6. "Consumer" – a legal or natural person ordering and/or using services.
1.2.7. "Guest" – a consumer who is a natural person using the Service Provider's services.
1.2.8. "Identity documents":
1.2.8.1. for citizens of the Republic of Belarus: passport of a citizen of the Republic of Belarus (in its absence - military ID or other documents listed in paragraphs 1.2.8.2 - 1.2.8.4), birth certificate for children under sixteen years of age who do not have a passport; certificate confirming the identity of a citizen, issued in case of loss by a citizen of an identity document;
1.2.8.2. for foreign citizens and stateless persons permanently residing in the territory of the Republic of Belarus: residence permit in the Republic of Belarus;
1.2.8.3. for foreign citizens and stateless persons temporarily staying in the territory of the Republic of Belarus: document for traveling abroad (valid passport or other document replacing it, intended for traveling abroad and issued by the appropriate authority of the state of citizenship or usual place of residence of the foreigner or international organization);
1.2.8.4. for refugees in the territory of the Republic of Belarus: refugee certificate.
1.2.9. "Non-guaranteed booking" – a booking not confirmed by any of the methods specified in paragraph 2.1 of these Rules, the validity period of which ends at 15:00 on the day preceding the day of arrival (unless another time is specified in the contract or confirmed booking request), after which the Apart-hotel has the right to cancel the booking and put the room on open sale.
1.2.10. "Guaranteed booking" – a booking made by one of the methods specified in paragraph 2.1 of these Rules with 100% prepayment, which preserves the room reservation for the entire period of stay specified during booking.
1.2.11. "OTA" (online travel agency) – travel agencies that sell their services via the Internet.
1.2.12. "Service deficiency" – non-compliance of the service with regulatory documents establishing requirements for service quality, other legislation or contract terms.
1.2.13. "Key" - access code for opening locks via a keypad installed on the lock, or digital eKey for opening locks via Bluetooth wireless protocol using a mobile application installed on a smartphone, transmitted to Guests via one of the electronic means of communication (email, SMS, messenger).
1.3. In order to inform Guests, the following information is posted on the apart-hotel website located on the Internet at www.petrine10.com: information about the name, location, phone number of the Service Provider; Hotel Service Rules in the Republic of Belarus, approved by Resolution of the Council of Ministers of the Republic of Belarus dated April 7, 2006 No. 471; these Rules; list of services provided; information about the form and procedure for payment of services provided.
1.4. These Residence and Service Rules of the "Petrine 10" Apart-Hotel, Fire Safety Rules and information about the services provided are posted on the official website of the Hotel (www.petrine10.com), with a link to the page with the above documentation, implemented via QR code in each room of the Hotel in a prominent place.
1.5. Services provided on a paid basis are provided by the Service Provider only with the consent of the Guest. It is prohibited to make the performance of some services conditional on the mandatory provision of others.
1.6. Smoking is prohibited throughout the entire territory of the Hotel.
1.7. The Hotel administration reserves the right to apply response measures in accordance with the legislation of the Republic of Belarus in case of violation by the Guest of fire safety standards, smoking in unauthorized places and non-compliance with lawful requirements of the administration.
1.8. On all issues not specified in these rules, the Hotel administration is guided by the current legislation of the Republic of Belarus.
1.9. The complaint and suggestion book is located at the Hotel (Grodno, Sovetskaya St., 10) and is issued to the Consumer upon first request.
2. ROOM BOOKING
2.1. Room booking at the Hotel is made 24/7 through the online booking system from the official website www.petrine10.com, from 8:00 to 18:00 by an administrator via telephone or messenger, as well as by preliminary requests (postal, telephone, electronic communication, Internet booking, booking through OTA).
2.2. The maximum period for which accommodation in the Hotel is arranged at one time should not exceed 30 days.
2.3. The Consumer has the right to order a room by submitting a request no later than two hours before check-in, unless otherwise provided by the contract.
2.4. To book one or two rooms, the consumer submits a request via postal, electronic communication, online booking system from the official website www.petrine10.com, or reports the desire to make a booking by phone (messenger). Room booking by the Consumer can be carried out through Internet services (Booking.com hotel online booking system, etc.) in the manner and under the conditions specified by the Hotel administration.
2.5. To book three or more rooms, the consumer submits a request via postal, electronic communication, online booking system from the official website http://www.petrine10.com/. Room booking by the Consumer can be carried out through Internet services (Booking.com hotel online booking system, etc.) in the manner and under the conditions specified by the Hotel administration.
2.6. No booking fee is charged. Unless otherwise agreed with the Hotel administration when booking a room, the funds to be transferred as payment for accommodation must be received in the Hotel's account within the period specified in paragraph 4.3, otherwise the booking will be cancelled.
2.7. Requirements for room booking requests at the Hotel:
2.7.1. When booking by individuals, the request indicates the following information about Guests: surname, name, patronymic (if any); date and time of arrival and departure from the Hotel; room category and number of rooms; number of occupants in the room; contact phone/fax and email address; other additional information important for quality service of Guests.
2.7.2. Requests from organizations, legal entities and individual entrepreneurs are drawn up on letterhead (if available) indicating: exact details; surname, name and patronymic (if any) of the Guest; date and time of arrival and departure from the hotel; room category and number of rooms; number of occupants in the room; number and date of the Contract with the Service Provider (if any); payer and form of payment; other additional information important for quality service of Guests.
2.8. A booking request is considered accepted after confirmation by the person responsible for booking, by phone, facsimile, electronic communication, or other means. Booking results are preferably communicated in the same way the request was submitted. To confirm the booking, the Apart-hotel provides the Consumer with an invoice for payment of accommodation and/or a registration number of the request.
2.9. The validity period of a Non-guaranteed booking (unless otherwise specified in the rate conditions) ends at 15:00 on the day preceding the day of arrival, after which the Apart-hotel has the right to cancel the booking and put the room on open sale. Guaranteed booking preserves the room reservation for the entire period of stay specified during booking.
2.10. An extra bed, if available and if it is possible to install it in the room, can be booked in advance and is paid additionally in accordance with current rates.
2.11. When canceling a booking, refund of funds is made under the conditions provided for by the contract and these Rules within the established time frames to the card from which the payment was made. In case of refund of funds, the actual crediting of funds to the Guest's bank card account may take up to 30 days depending on the rules and conditions, interbank processing centers and banks participating in this operation.
2.12. Payment of the booking made by the Consumer is confirmation of the conclusion of a contract for the provision by the Hotel of rooms for temporary accommodation under the conditions provided for by the contract and these Rules.
3. PROCEDURE FOR REGISTRATION OF STAY IN THE APART-HOTEL
3.1. Registration of Guests arriving at and departing from the Apart-hotel is carried out 24/7.
3.2. Provision of services to the Consumer (Guest) is carried out on the basis of a public contract or a contract concluded in writing.
3.3. Registration of accommodation in the apart-hotel is carried out upon presentation by a citizen of an identity document, and in its absence - one of the following documents: residence permit, refugee certificate, certificate confirming the identity of a citizen issued in case of loss by a citizen of an identity document (in accordance with the "Rules of hotel service in the Republic of Belarus" as amended by Resolution of the Council of Ministers of the Republic of Belarus dated December 22, 2018 No. 935, Decree of the President of the Republic of Belarus dated June 3, 2008 No. 294), birth certificates for children under sixteen years of age, military ID, certificate of application for refugee status, additional protection or asylum in the Republic of Belarus, certificate of registration of application for refugee status, additional protection or asylum in the Republic of Belarus, certificate of provision of additional protection in the Republic of Belarus. Foreign citizens and stateless persons are registered at the Hotel upon presentation of a document for traveling abroad in the presence of a visa of the Republic of Belarus and a migration card, unless otherwise determined by the legislation of the Republic of Belarus and international treaties of the Republic of Belarus.
3.4. Citizens who are intoxicated or under the influence of drugs are not served.
3.5. When registering accommodation, the Guest is sent a booking confirmation and a Key to the hotel room via electronic means of communication as confirmation of the conclusion of a service agreement. The booking confirmation contains the following information: surname and name of the guest; room number in which the Guest will stay, period of stay at the Hotel. The Guest's receipt of the booking confirmation and Key confirms the conclusion of the contract on the part of the guest, as well as that the Guest is familiar with these rules, fire safety rules and accepts all the conditions specified in them.
3.6. The Apart-hotel in accordance with the current legislation of the Republic of Belarus, no later than three hours after providing living quarters for accommodation of foreign citizens and stateless persons temporarily staying in the Republic of Belarus (hereinafter - foreigners), submits to the internal affairs body at the location of the Hotel information about such foreigners, including their personal data, without written consent of such foreigners.
3.7. Upon expiration of the agreed period of stay, the Guest vacates the room. Persons wishing to extend their stay at the Hotel must make the following booking on the hotel website www.petrine10.com or inform the apart-hotel administrator no later than twelve hours before the end of the stay period. Extension of stay is carried out if possible.
3.8. If it is impossible to extend the Guest's stay in the same room or provide another room, the occupants are obliged to vacate the occupied room no later than the checkout time.
3.9. Persons checking into the Apart-hotel with a reservation confirmed by the Hotel administration have priority right of settlement over persons wishing to extend their stay after the agreed period of stay.
3.10. Accommodation in the Apart-hotel by preliminary request or by free settlement before the checkout time is made in the presence of vacant rooms ready for occupancy at the discretion of the Apart-hotel administration.
3.11. At the request of the Consumer, the Apart-hotel has the right to change the terms of the concluded contract and, if there are vacant rooms, relocate them to another room with additional payment (if necessary).
3.12. The contract expires in relation to the period of stay at 12:00 on the day of the Guest's departure from the Hotel, except in cases of late checkout, and in relation to payment - until final settlement for services rendered.
3.13. Provision of services under the contract is confirmed by the fact of stay, invoice provided via electronic means of communication and the absence of written claims submitted no later than the day of departure by the Consumer regarding the Services provided by the Service Provider. If necessary, the Service Provider, based on the Consumer's request made in writing no later than 10 days from the end of stay, sends the Consumer an invoice on paper to the address specified in the request.
3.14. Violation by one of the parties of the contract terms gives the other party the right to terminate the contract by notifying the party that violated the contract terms.
4. CHECK-IN SCHEDULE AND PAYMENT PROCEDURE FOR ACCOMMODATION
4.1. The standard checkout time at the Hotel is set at 12:00 local time.
4.2. Booked rooms must be ready for Guest check-in no later than 15:00 (unless otherwise specified in the request or contract), and rooms of departing guests must be vacated by 12:00 of the current day local time.
4.3. Payment for accommodation at the Hotel is charged at the current rate on the terms of prepayment in full for the entire period of stay. Final settlement for services rendered is made upon the fact of service provision. Unless otherwise agreed with the Hotel administration when booking rooms, the funds to be transferred as payment for accommodation must be received in the Service Provider's account no later than one day before check-in.
4.4. In case of delay of the Guest in the room after the checkout time (late checkout) for a period: up to 12 hours - an additional payment is made in the amount of 50% of the full cost of daily accommodation (for half a day), from 12 to 24 hours - an additional payment is made for a full day.
4.6. The Service Provider provides benefits in the provision of services to those categories of citizens for whom such benefits are provided by the legislation of the Republic of Belarus.
4.7. The Guest is obliged to make final settlement for the services provided upon check-out.
4.8. Payment for accommodation and additional services provided at the Hotel is made in the national currency of the Republic of Belarus - Belarusian rubles by non-cash payment, through Internet Acquiring or other methods provided for by the legislation of the Republic of Belarus.
4.9. No charge is made for accommodation at the Hotel of children under 3 years of age provided they are accommodated with parents (guardians) in one room without providing a separate place in the room. If it is necessary to provide a separate place with a set of linen for a child, payment is charged in accordance with the rates in effect at the Hotel (except in cases of providing a crib for children under 3 years of age).
4.10. At the request of those staying in rooms (designated by the administration), up to two additional places (with provision of an additional set of bed linen) can be provided with payment in accordance with the approved rate.
4.11. If there are vacant places at the Hotel, the Guest has the right to occupy a room of any category subject to full payment of the room at the rate for this room category. The place rate is applied according to the current price list in case of the need to divide payment according to the number of staying guests.
4.12. In case of delay of the Guest after the checkout time for a period of up to 12 hours in a room:
4.12.1. booked by request of a company that does not have contractual relations with the Service Provider, or which the Guest booked independently or into which they checked in without prior booking, an additional payment is made by the Guest themselves in the amount of 50% of the full cost of daily accommodation at the rate in effect at the time of payment.
4.12.2. booked and paid by non-cash payment at a discounted rate according to the terms of the Contract with the Service Provider, in the absence of an organization's request to extend the stay period, an additional payment is made by the Guest themselves in the amount of 50% of the full cost of daily accommodation at the rate in effect at the time of payment.
4.12.3. booked at a discounted rate according to the terms of the Contract with the Service Provider and paid in accordance with the request by the Guest independently, in the presence of an organization's request to extend the stay period, an additional payment is made by the Guest themselves in the amount of 50% of the full cost of daily accommodation at a discounted rate according to the terms of the Contract for the provision of hotel services.
4.12.4. booked at a discounted rate according to the terms of the Contract with the Service Provider and paid in accordance with the request by the Guest in the absence of a request to extend the stay period, an additional payment is made by the Guest themselves in the amount of 50% of the full cost of daily accommodation at the rate in effect at the time of payment.
4.13. In case of early termination of the contract for which prepayment of services was made, the Apart-hotel refunds funds to the Consumer under the conditions of these Rules and the Public Contract. In case of the Guest's departure less than 24 hours before the end of the paid stay period, no refund of funds is made.
4.14. When the Guest changes the room category booked and paid at a discounted rate according to the terms of the Contract with the Service Provider, in the direction of its increase (in the absence of a company's request to change the room category), an additional payment is made by the Guest themselves in the amount of the difference between the discounted rate according to the terms of the Contract for the provision of hotel services and the rate for the room of the increased category.
4.15. Special rates (discounts) may be in effect at the Hotel, established by local regulatory legal acts.
5. PROCEDURE FOR STAYING IN THE APART-HOTEL
5.1. The Guest checking into the Apart-hotel is sent via electronic means of communication a document confirming accommodation at the Hotel - booking confirmation and a Key to the hotel room. Entry to the room stock of the Hotel is carried out using the Key. The administrator has the right to require persons entering the Apart-hotel to present an identity document.
5.2. The key to the room for a guest staying at the Hotel is sent to the email address or via messenger specified during booking. Transfer of the room key to another person not staying in this room (not specified during booking) is not allowed.
5.3. Residents and invited persons must comply with the Rules of Residence at the Hotel, fire safety rules, cleanliness and order, and carefully treat the property and equipment of the Hotel.
5.4. Residents at the Hotel are obliged to:
5.4.1. comply with these Rules, Fire Safety Rules and Sanitary Standards;
5.4.2. carefully treat the property and equipment of the Hotel, maintain cleanliness and order. In case of damage or loss of property and/or equipment of the Hotel, the Guest (resident) compensates for the cost of the damage in current prices at the time of stay according to the price list;
5.4.3. not make noise or commit actions that violate the conditions of stay of other Guests;
5.4.4. when leaving the room, turn off lighting fixtures, TV, close water taps, windows, entrance door.
5.5.5. timely and in full pay for all services provided by the Apart-hotel, including additional ones.
5.5.6. upon expiration of the established stay period, vacate the room (place in the room);
5.5.7. when checking out of the Hotel, make final settlement for services rendered and confirm departure in the interface accessible via the link sent in the email on the day of departure.
5.6. Residents at the Hotel are prohibited from:
5.6.1. using open fire, electric heating devices;
5.6.2. drinking alcoholic beverages in the room if other Guests staying together in the room object;
5.6.3. smoking is prohibited throughout the entire territory of the Apart-hotel. If signs of smoking are detected in the room, the Guest is charged a fee for deodorization of the room at current prices at the time of stay according to the price list;
5.6.4. turning on sound-reproducing equipment with a volume exceeding audibility within the room;
5.6.5. storing bulky items, weapons, drugs, poisonous, flammable and explosive substances and materials, etc. in the room;
5.6.6. keeping insects, animals, birds and other representatives of fauna in the room;
5.6.7. leaving invited persons in the room in their absence, as well as transferring the Key to the room to them.
5.6.8. throwing garbage through the room windows (bottles, cigarette butts, etc.).
5.7. For personal safety and security of property, residents should familiarize themselves with the schematic individual evacuation plan from the appropriate floor, with the memo on fire safety requirements and actions in case of fire.
5.8. Outsiders (not registered at the Apart-hotel in the established order) may be in the room from 7:00 to 23:00 hours by invitation of the Guest staying in it. Residents at the Hotel are responsible for the timely departure of invited persons and their compliance with the Rules of Residence at the Hotel. If an invited person is in the room after 23:00 hours, their accommodation at the Hotel must be arranged in the order established by these Rules with payment according to the current rate. Otherwise, hotel staff have the right to take measures to remove the invited person.
5.9. In case of temporary departure from the Hotel, the Guest is obliged to inform the administrator and make prepayment for the period of absence (if it was not made earlier), otherwise they lose the right to stay and are subject to eviction, and are also obliged to pay the Service Provider for services actually rendered until the moment of eviction.
5.10. If the Guest leaves the Hotel without notifying the Hotel administrator but leaves belongings in the room, the room is considered occupied by them until the end of the paid stay period. After the expiration of the specified period, the belongings remaining in the room are recorded in the established order and handed over to the storage room as forgotten.
5.11. The Hotel administration reserves the right to visit the room without coordination with the Guest in case of smoke, fire, flooding, as well as in case of violation by the Guest of these Rules, public order, rules for using household appliances, and also in case of suspicion of their poor health.
5.12. The Apart-hotel has the right to terminate the hotel services contract and evict a resident at the Hotel before the end of the agreed stay period unilaterally or refuse to extend the stay period in case of violation by the guest of these rules, stay order, untimely payment of Hotel services, causing material damage to the Hotel by the guest.
5.13. Noise arising during repair work at the Hotel or beyond its limits, as well as noise from events in the territory adjacent to the Hotel is not a violation of the hotel services contract.
5.14. The Apart-hotel is not responsible for the work of city services and organizations (emergency shutdown of electrical and thermal energy, water supply, ongoing construction work, as well as restriction of movement associated with increased security measures in the adjacent territory during city and republican events).
6. GUEST SERVICE
6.1. The Hotel administration provides Guests at their request with additional paid services according to the list approved at the Hotel.
6.2. Residents at the Hotel are provided with the following free services:
6.2.1. delivery to the room of correspondence received in the name of the Guest upon its receipt;
6.2.2. calling an ambulance if necessary;
6.2.3. access to high-speed Internet;
6.2.4. use of iron with ironing board;
6.2.5. provision of a crib;
6.2.6. use of kitchen equipment and other items located in the rooms.
6.3. The procedure for cleaning rooms by maids, frequency of changing bed linen and towels, equipping bathrooms with cosmetic and bath accessories are regulated by current standards, sanitary norms and rules of the Republic of Belarus.
6.4. Residents at the Hotel are guaranteed the safety of their personal belongings located in the room, with the exception of money, other currency values, securities and other valuables, subject to compliance with these Rules.
6.5. A Guest who discovers loss, shortage or damage to their belongings is obliged to immediately notify the Hotel administrator. Otherwise, the Service Provider (Apart-hotel) is released from responsibility for the non-preservation of belongings.
6.6. In case of discovery of forgotten belongings, the Hotel administration takes measures to return them to the owner. If the owner is not established, forgotten belongings are sold in the established order or destroyed after 6 (six) months from the moment of their discovery.
6.7. The Service Provider is released from responsibility for loss, shortage or damage to the belongings of the resident (Guest) if they occurred through the fault of the resident (Guest).
6.8. In order to ensure security at the Hotel and monitor the quality of service provision, video surveillance and audio recording are conducted in the lobbies and corridors of the apart-hotel.
7. OTHER RIGHTS AND OBLIGATIONS OF THE PARTIES. RESPONSIBILITY OF THE PARTIES
7.1. The Guest assumes obligations to pay for the services provided by the Hotel and is responsible for compliance with these Rules.
7.2. Serious or repeated violation by the Guest of the Rules gives the Service Provider the right to terminate the contract, having previously notified the Guest at least 30 (thirty) minutes in advance. In this case, when checking out, the Guest is obliged to pay for services actually rendered.
7.3. The Guest bears property liability for any damage caused by them on the territory of the Hotel to other persons and/or their property, as well as to the property, building, decoration or equipment of the Service Provider.
7.4. The Guest bears responsibility in the established order for:

violation of the Rules of residence in the apart-hotel, fire safety rules, sanitary norms;
non-payment (untimely) payment of services;
damage and loss of apart-hotel property caused by careless use, and compensates for the cost of damage at market prices in effect at the time of stay, in the manner provided by the hotel administration and/or according to the hotel's approved price list;

7.5. Upon discovery of a "Service deficiency," the Guest has the right to demand at their choice:

free elimination of deficiencies;
equivalent replacement of services;
proportionate reduction of payment for services.

7.6. The Service Provider must eliminate service deficiencies upon presentation of the corresponding demand by the Guest.
7.7. If the Service Provider does not eliminate service deficiencies at the Guest's request, the Guest has the right to terminate the contract, paying for services actually rendered. In case of early termination of the contract and prepayment of services, the Service Provider is obliged to return to the Guest funds in the amount of the cost of unclaimed services in the order established by the Service Provider.
7.8. The Service Provider bears responsibility for harm caused to the life or health of the Guest due to deficiencies in the provision of hotel services by the Service Provider, in accordance with the legislation of the Republic of Belarus.
7.9. The Apart-hotel Partners bear responsibility for the quality and timeliness of provision of services by Apart-hotel Partners.
7.10. In case of violation by the Service Provider of these Rules, protection of consumer rights is carried out in the order established by the Law of the Republic of Belarus "On Consumer Rights Protection" (in the current edition).
7.11. In all other matters not provided for by these Rules, the Service Provider and Consumer are guided by the current legislation of the Republic of Belarus.
7.12. If regulatory acts establishing other rules for hotel service and residence in Apart-hotels are put into effect in the established order on the territory of the Republic of Belarus, these Rules are valid in the part that does not contradict these regulatory acts.
7.13. These Rules are valid until the adoption of new Rules.
7.14. In case of complaints from the guest, the administration takes possible measures to resolve the conflict provided for by legislation.
7.15. These Rules are developed on the basis of:

Rules of hotel service in the Republic of Belarus, approved by Resolution of the Council of Ministers of the Republic of Belarus dated April 7, 2006 No. 471 (with subsequent amendments and additions);
Rules of residence in hotels of the Republic of Belarus, approved by Resolution of the Ministry of Housing and Communal Services of the Republic of Belarus dated May 17, 2006 No. 23 (with subsequent amendments and additions);
Law of the Republic of Belarus "On the Legal Status of Foreign Citizens and Stateless Persons in the Republic of Belarus" dated January 4, 2010 No. 105-Z (with subsequent amendments and additions);
Law of the Republic of Belarus dated January 9, 2002 No. 90-Z "On Consumer Rights Protection";
Law of the Republic of Belarus dated November 25, 1999 No. 326-Z "On Tourism";
other regulatory legal acts regulating the rules, procedure and terms of residence in Apart-hotels of the Republic of Belarus;
International Hotel Rules (approved by the Council of the International Hotel Association on November 2, 1981);
Global Code of Ethics for Tourism (adopted by resolution of the UN General Assembly on December 21, 2001);
Decree of the President of the Republic of Belarus dated June 3, 2008 No. 294.