Booking and check-in rules at the Trezzini Palace Hotel

1. General provisions

1.1 These Rules of Accommodation (hereinafter referred to as the "Rules") at the Palazzo Trezzini Hotel (hereinafter referred to as the "Hotel") have been developed in accordance with:

1.1.1 By the Law of the Russian Federation "On Consumer Rights Protection" dated 02/07/1992, No. 2300-1;

1.1.2 By Decree of the Government of the Russian Federation dated 09.10.2015 No. 1085 "On Approval of the Rules for the provision of hotel services in the Russian Federation";

1.1.3 By the Civil Code of the Russian Federation No. 51-FZ dated 11/30/1994;

1.1.4 And other federal regulatory legal acts: laws and subordinate legal acts, regulatory legal acts of the subjects of the Russian Federation: laws and subordinate legal acts, within the authority of decisions of an elected body of a municipal entity: decisions of a municipal entity regulating the activities of hotels.

1.2 These rules regulate relations in the field of providing hotel services for temporary accommodation in a Hotel.

1.3 The Hotel's operating mode is 24–hour.

1.4 Guests can familiarize themselves with the Rules of Accommodation:

in the "Consumer's Corner" at the hotel reception at 21 Universitetskaya Embankment, Saint Petersburg;
in the information folder in the hotel room;
on the official website of the hotel www.trezzinipalace.com

1.5 These Accommodation Rules are an integral part of the public offer agreement.

2. Basic concepts

Hotel services – a range of services for providing temporary accommodation in a hotel, including direct Hotel services and additional services, the list of which is determined by the Hotel;
Hotel services – accommodation services, household services, travel and other related services provided to Guests by the Hotel and third parties free of charge, the cost of which is included in the cost of staying at the Hotel;
Additional hotel services – catering services, household services, travel and other related services provided to Guests by the Hotel and third parties on a reimbursable basis, the cost of which is not included in the cost of staying at the Hotel;
Guest is an individual who intends to order, or who orders and uses services for personal, family and other needs not related to business activities, including services related to the performance of his official duties, or a person who receives services at the Hotel in accordance with a concluded civil contract. between the Hotel and third parties;
Customer – a natural or legal person who intends to order or purchase, or who orders or purchases hotel services for the benefit of the Guest;
Reservation – reservation of seats and/or rooms at the Hotel by the Guest/By the Customer with a special confirmation from the Hotel that the Guest is guaranteed to receive the place (room) ordered by him on a certain date and for a certain period;
Public offer – the Hotel's offer to conclude a contract for the provision of hotel services, addressed to an unlimited number of persons interested in purchasing hotel services, posted on the hotel's website;
Visitors are persons who do not live in the Hotel, but who have the right, at the invitation of the Guest, to arrive in his room from 08:00 to 23:00 hours;
Price List is a list of hotel services provided by the Hotel, approved by the Hotel, indicating the prices for them.

3. Direct booking procedure and cancellation conditions

The Hotel makes room reservations by accepting the Guest's/Customer's request for a Hotel room reservation via telephone +7 (812) 313 66 22, or by sending an application by e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. , or by filling out the booking form on the Hotel's website, as well as by other means specified on the website www.trezzinipalace.com .

To place an order, you must specify:

first and last names of the guests;
number of guests;
check-in and check-out dates and times;
room category;
the form of payment;
the guarantee method;
contact information (mobile and/or landline phone numbers, e-mail address);
additional requests.

The hotel offers guaranteed and non-guaranteed reservations.:

Guaranteed booking is made upon prior request of the Guest/Customer with a security payment (hereinafter referred to as the "deposit") in the amount of 100% of the cost for the entire period of stay at the Hotel, or 100% of the cost for the first day of stay at the Hotel, followed by a deposit in the amount of the unpaid stay upon arrival.
With a guaranteed reservation, the Hotel awaits the Guest until the check-out time of the day following the scheduled arrival day. In case of late cancellation of the reservation by the Guest or non-arrival of the Guest from him (from the Customer), a penalty for room downtime in the amount of the fixed room rate for 1 (one) day is deducted from the deposit.
If a Guest is late and stays at the Hotel after 0:00 a.m. before the scheduled check-out time, the guaranteed booking fee will be charged from him (from the Customer) at the expense of the deposit in the amount of half of the set room rate for 1 (one) day, as well as a penalty for downtime in the amount of half of the set cost for 1 (one) day.one) day.
If the Guest is more than a day late, the guaranteed reservation is cancelled.
Non–guaranteed booking is made upon prior request of the Guest/Customer without making a deposit. In case of non-guaranteed booking, the Hotel waits for the Guest until 18:00 local time on the day of the expected arrival, after which the reservation is canceled without notifying the Guest/Customer, and further provision of services by the Hotel is carried out on a general basis, subject to availability.

At the time of booking, accommodation or free settlement, the Guest/Customer chooses the room category, and the right to choose a specific room belonging to this category remains with the Hotel. If possible, the Hotel takes into account the wishes of the Guest / Customer regarding accommodation in a particular room.

In exceptional cases, if it is not possible to provide a hotel room previously confirmed to the Guest/Customer, the Hotel undertakes to replace it with a room of the same or higher category without additional charge.

Any booking is considered confirmed only after the Guest receives it./The customer has a unique booking number and a written confirmation from the Hotel.

Any booking is considered unconfirmed after sending a written or oral notification from the Hotel indicating the reason for the refusal.

The booking is considered unconfirmed if the Guest/The Customer has not received written or oral confirmation from the Hotel for more than 24 hours from the moment of sending the request.

In case of guaranteed booking, cancellation of the reservation takes place on the initiative of the person who made the booking. To do this, the relevant person must contact the Hotel by telephone. (+7 (812) 313 66 2) or by sending an application by e-mail (This email address is being protected from spambots. You need JavaScript enabled to view it. ) with a request to cancel the reservation, indicating the unique booking number, no later than 2 days before the check-out time of the Guest's arrival at the Hotel.

Only cancellation with mandatory confirmation by the Hotel of receipt of the relevant notification from the Guest/Customer (in writing or verbally) is considered valid.

To change the information in the confirmed booking request, the Guest/Customer must contact the Hotel by telephone (+7 (812) 313 66 22) or by sending an application by e-mail (This email address is being protected from spambots. You need JavaScript enabled to view it. ) with a request for changes, indicating the unique booking number.

Changes in the confirmed booking request are considered confirmed after the notification has been sent by the Guest/By the Customer who made the reservation, with mandatory confirmation by the Hotel of receipt of this notification. However, the Hotel may refuse a request for changes if they are not possible.

If the application is cancelled (changed) in accordance with the Rules, the refund will be made after a written request to the Hotel. In this case, you must specify the unique booking number, the details of the person who paid for the Hotel services, the Guest's last name and first name, the room category and the duration of the requested stay.

In case of partial or complete cancellation of paid services after the start date of the provision of services or in case of non-use of previously paid funds for Hotel services, upon written request from the Guest, the funds will be refunded in the following order:

The amount will be refunded in full if the withdrawal period is more than 48 hours before the start date of the provision of services;
The amount will be refunded after deducting 50% of the cost of one night's stay in case of cancellation of services 24 hours before the start of the provision of services;
The payment amount is withheld in full in case of cancellation of the services on the day of the start of the provision of services.

If the Guest deposits the funds in cash, the funds will be returned in cash within 10 (ten) days from the date of the relevant request. In case of a refund for a reservation that was paid by credit card, the funds will be returned to the Guest on the card used for payment, cash withdrawal and transfer to other banking details are not possible. The receipt of funds to the Guest's checking account depends on the conditions of a particular bank.

4. The order of placement and payment of services

4.1 Hotel accommodation is provided upon presentation by the Guest of the original identity document, issued in accordance with the established procedure, including:

passport of a citizen of the Russian Federation, certifying the identity of a citizen of the Russian Federation on the territory of the Russian Federation;
a passport of a citizen of the USSR, certifying the identity of a citizen of the Russian Federation on the territory of the Russian Federation, until it is replaced by a passport of a citizen of the Russian Federation within the prescribed period;
birth certificate – for a person under the age of 14;
a passport certifying the identity of a citizen of the Russian Federation outside the Russian Federation – for a person permanently residing outside the Russian Federation;
a passport of a foreign citizen or other document established by federal law or recognized in accordance with an international treaty of the Russian Federation as an identity document of a foreign citizen;
a document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as an identity document of a stateless person;
temporary residence permit for a stateless person;
a residence permit for a stateless person.

In case of his absence, the Hotel reserves the right to refuse the Guest to check in.

4.2 Upon check-in, the Guest signs a contract for accommodation containing information about the Hotel, the Guest, the period of stay at the Hotel and other information; it is signed by two parties (Appendix No. 2).

4.3 Payment is made at the hotel, except in cases of special booking conditions or rates, when payment is made at the time of booking. Payment is made upon the provision of the accommodation service. The fact of providing the service is to provide the Guest with a room key.

Registration of Guests who are citizens of the Russian Federation at their place of stay at the Hotel is carried out in accordance with the "Rules for Registration and removal of citizens of the Russian Federation from registration at their place of stay and place of residence within the Russian Federation", approved by Decree of the Government of the Russian Federation No. 713 dated 17.07.1995, upon presentation of identity documents;
Registration of minors under the age of 18 at the Hotel is carried out on the basis of identity documents, their parents (adoptive parents, guardians) or close relatives, accompanying person(s), a document certifying the authority of the accompanying person(s), as well as birth certificates of minor Guests;li>
Registration of foreign Guests at the place of stay at the Hotel and their removal from the register at the place of stay are carried out in accordance with the "Rules for migration registration of foreign citizens of stateless persons in the Russian Federation", approved by Decree of the Government of the Russian Federation No. 9 dated 15.01.2007, upon presentation of identity documents and recognized as such in the territory of the Russian Federation, as well as documents confirming the right to stay in the territory of the Russian Federation, and documents confirming border crossing and entry into the territory of the Russian Federation., unless a different procedure is determined by the legislation of the Russian Federation;
The hotel has a daily fee for accommodation. All payments are made in Russian rubles;
Payment for Hotel services can be made in cash, by bank card (Visa, MasterCard, Maestro, American Express, Diners Club, Discover, JCB, Union Pay, MIR) or by wire transfer according to the Price List valid on the date of arrival.

In case of non-cash transfer, the payment must be credited to the Hotel's checking account no later than one day before the Guest's arrival date. If the payment has been made and the payment has not been received within the specified time, it is necessary to send a copy of the payment order via electronic communication (This email address is being protected from spambots. You need JavaScript enabled to view it. ). If payment by wire transfer is not made, by agreement of the parties, it is possible to change the form of payment to cash, otherwise the Hotel reserves the right to cancel the reservation and/or refuse the Guest to check in.

4.4 Guests can check in from 14:00 local time. Check–out time at the Hotel is 12:00 local time;

4.5 Early check-in (arrival of the Guest on the day of check-in earlier than the check-in time specified in clause 4.7 of the Rules) or late check-out (departure of the Guest later than the check-out time specified in clause 4.7 of the Rules) is possible only if rooms are available;

4.6 The fee for the additional expedited room preparation service is charged in the amount of 50% of the cost of the booked room;

4.7 If check-out is delayed after check-out time, the surcharge is made in the following order:

upon check-out between 12:00 and 18:00 of the current day, an additional 50% of the room rate is charged;
upon check-out between 18:00 and 12:00 the next day, an additional 100% of the room rate is charged.

4.8 There is no charge for children under the age of 7 (accompanied by an adult) staying at the Hotel without providing an extra bed. An additional charge is only the cost of breakfast.

4.9 There is no charge for children under the age of 3 (accompanied by an adult) staying at the Hotel. A baby cot is provided free of charge upon prior request.

4.10 Upon extension of stay (subject to availability of rooms at the Hotel) The guest pays a deposit in the amount of the full cost of the stay for the extended period. The minimum length of stay is half a day of the room rate according to the Hotel rates.

4.11 Upon check-out, the Guest makes a final payment for the basic and additional services provided and hands over the room key to the reception and accommodation service administrator.

4.12 In case of loss or damage of property in the room by the Guest or persons staying in the room at the invitation, the Guest is obliged to compensate for the material damage caused. The Hotel administration draws up an act on the lost and/or damaged property, and upon departure from the Hotel, the administration has the right to demand compensation for the lost and/or damaged property in accordance with the price list (Appendix No. 5). If the Guest refuses to compensate for the damage or if the Guest fails to notify the Guest of the damage, the Hotel has the right to unilaterally deduct the amount of material damage from the deposit or debit it from the bank card provided by the Guest upon arrival at the Hotel.

4.13 Pets are strictly prohibited.

5. Hotel Services

5.1 The hotel provides the following services, the cost of which is included in the room rate:

daily room cleaning (from 09:00 to 18:00);
daily change of bed linen, towels and toiletries;
provision of bathrobes, slippers and disposable hygiene products;
LCD TV with satellite channels and a selection of Russian and international channels in the room;
luggage storage in the luggage room;
safe with electronic lock in the room;
ironing board and iron on request;
concierge services;
free Internet access in accordance with the rules and technical capabilities of the provider providing access to this service at the Hotel;
registration of Russian citizens and registration of foreign citizens for migration.

5.2 Upon the request of the Guest, the Hotel provides the following types of services at no additional cost:

calling an ambulance or other special services;
using a first-aid kit;
delivery of correspondence addressed to the Guest to the room upon its receipt;
wake up to a certain time;

5.3 The hotel provides the services listed in Appendix No. 1 to the Rules of Accommodation, the cost of which is not included in the room rate.

6. The rights and obligations of Hotel Guests

6.1 Guests are entitled to:

use all the services of the Hotel;
receive complete and reliable information about the opening hours of the Hotel, the cost and the list of services provided by the Hotel, including additional services;
invite visitors to your room from 08:00 to 23:00. If visitors stay in the Guest's room after 23:00 hours, the staying Guest must register the visitors as Guests in accordance with the procedure established by the Rules. Registration is carried out only in the presence of an identity document (clause 4.1);
contact the Hotel staff regarding the quality of the services provided and, if necessary, make timely complaints about the quality of the services provided;
cancel the contract with the Hotel if significant deficiencies are found in the service provided.

6.2 Guests are required to:

follow the Hotel Rules;
do not disturb other Guests staying at the Hotel, as well as treat everyone with respect, regardless of their origin, belonging to a particular social group;
observe Fire safety Regulations (Appendix No. 3);
to get acquainted with the memo on the rules of fire evacuation located in the room, to study the evacuation plan located in the room and on each floor of the Hotel;
timely pay bills for the services provided by the Hotel;
protect the property of the Hotel, in case of loss or damage to the property of the Hotel, the Guest compensates for the damage in accordance with the established procedure in accordance with the price list (Appendix No. 5);

6.3 Guests are prohibited from:

leave unauthorized persons in the room in your absence;
transfer the room key to third parties;
rearrange and remove furniture from the room;
voluntarily move from room to room, without the consent of the reception and accommodation service;
disturbing other Hotel guests by making noise;
bring and store firearms, cold steel, gas weapons, explosive and flammable, caustic, poisonous, narcotic substances and other dangerous items; Guests who have the right to carry and store weapons by their occupation are required, at the request of the Hotel, to provide documents certifying this right (weapons should be understood as means recognized by in accordance with the Federal Law of the Russian Federation No. 150-FZ "On Weapons");
use electric heaters in the room;
intentionally pollute the Hotel grounds.

6.4 Hotel guests take note of and do not object to the use of a video surveillance system on site, with the exception of public restrooms and inside the Guest's room.

7. The rights and obligations of the Hotel

7.1 The Hotel is obliged to:

provide paid services to the Guests in a timely, high-quality and complete manner;
inform the Guests about the provided services and additional services of the Hotel, the form and procedure of their payment;
ensure that the Hotel's services fully comply with sanitary and epidemiological standards and regulations;
ensure confidentiality of information about the Hotel Guest;
respond to Guests' requests in a timely manner, taking measures to eliminate accidents and breakdowns in the Hotel rooms;
be responsible for the safety of the Guest's belongings, with the exception of cash, currency valuables, securities, and precious metals (art. 925 of the Civil Code of the Russian Federation);
in case of discovery of forgotten items by the Guests, the Hotel stores the forgotten items for six months from the moment of departure of the Guests, after which the forgotten items are recognized as unattended, and the Hotel can dispose of them at its discretion; products, medicines and other perishable items are not subject to storage and are destroyed by the Hotel within 24 hours from the moment of departure of the guest;
provide the "Book of reviews and suggestions" of the Hotel at the first request of the Guest.

7.2 The rights of the Hotel:

the Hotel staff has the right to enter the room for cleaning, changing linen, checking heating and power supply systems, coordinating or troubleshooting their functioning, as well as in case of violation of these Rules by the Guest;
in case of expiration of the Guest's stay at the Hotel and his absence from the place of residence for more than 4 hours without payment, independently release the room from the Guest's belongings by creating a commission and making an inventory of the Guest's property;
unilaterally cancel the contract and prematurely evict the Guest if the latter abuses alcohol and violates the rules of public order and/or otherwise violates the Rules;
in case of violation of the smoking ban by the Guest, the Hotel reserves the right to contact law enforcement agencies to bring the Guest to administrative responsibility for smoking in the wrong places.

8. Dispute resolution procedure

8.1 In case of any disputes or claims regarding the quality of services, both parties should strive to resolve the issue on the spot.

8.2 If it is impossible to eliminate the identified deficiencies, the Guest has the right to file a claim in writing, indicating the comments in the Book of Reviews and Suggestions, which is located at the reception and accommodation service administrator.

8.3 The Hotel takes all possible measures provided for by law to resolve conflict situations.

8.4 If the parties have not been able to reach an agreement on the spot, each of the parties has the right to apply to the competent authorities and to the court.