1.1. These rules are formulated in accordance with the Law of the Russian Federation d/d 07.02.1992 №2300-1 «On the Protection of Consumers' Rights», Federal Law d/d 30.03.1999 №52-ФЗ «On Sanitary and Epidemiologic Weil-Being of the Population», Regulations applied to Hotel Services in the Russian Federation, accepted by the Government of the Russian Federation d/d 04.1997 №490, Regulations for Public Services of the Russian Federation, confirmed by the Government order of the Russian Federation d/d 15.08.1997 №1025, Regulations for Catering Services, confirmed by the Government order of the Russian Federation d/d 15.08.1997 №1036.
1.2. Check-out hour – 3.00 pm (15:00) of the current day.
1.3. Working hours of the Resort – twenty-four-hours.
1.4. Basic terms, used in these Rules:
Resort – Resort-Hotel «Tzargrad Spas-Teshilovo», including territories occupied by the hotel, and other infrastructure which is used for the upkeep of the Resort, equipment and other property.
Accommodation – Resort, which is a part-time residence of a person (here and after referred as – the Guest of the Resort).
Place of stay - Resort, which is not a part-time residence of a person (here and after referred as – the Visitor of the Resort).
Contractor – CJSC «Resort «Tzargrad Spas-Teshilovo», rendering services on the territory of the Resort under commutative contracts.
Resident of the Resort – a person, legally living on the territory of the Resort, using the Services, including Services for accommodation.
Visitor of the Resort - a person, legally living on the territory of the Resort, using the Services, excluding Services for accommodation, on the basis of the obligatory buying day card.
Service performed – specified action, performed by the Contractor stuff, fulfilling their obligations according to Federal Law of the Russian Federation «Concerning the Protection of Consumers' Rights» and other normative acts, regulating various types of activities.
Failure Service – default obligations of rendering the paid Services by the Customer stuff.
Defective Service – unconformity of Services to
• obligatory requirements, provided by the Legislation (or in the corresponding order), or
• terms of the agreement (in their absence or deficiency of conditions specified for the requirements ), or
• targets for which the service is usually applied, or targets that the Customer was informed when concluding the agreement.
Gross violation of Resort accommodation rules - situations, when guest or visitor behavior prevent the Contractor or his stuff from fulfillment of corresponding obligations including rendering Services to the guests and visitors of the Resort, or their (resident, visitor) offending actions against honour and dignity of the stuff, as well as, if they (resident, visitor) infringe norms of the Law and these Rules.
Day card - document, issued to the Resort visitor, which provides a possibility to stay on the territory of the Resort and use the services provided by the Customer, except for accommodation.
2. EXECUTOR RESPONSIBILITIES ON RENDERING SERVICES
2.1. To render timely and full paid services to residents and visitors of the Resort. The Resort provides cash and cashless payments for the rendered Services.
2.2. To provide full correspondence of quality and safety of the rendered Services to sanitary and other standards.
2.3. To provide privacy of information about residents and visitors of the Resort.
2.4. Not to organize noisy events on the Resort territory after 11 pm, except for parties and entertainment programs which prior agreed upon.
2.5. Timely response to resident and visitor requirements concerning discomfort, equipment and device failure in the apartment or in the cottage, in infrastructure objects of the Resort, other defects of the rendering Services.
2.6. In case of failure or breakage of the equipment in the apartment or in the cottage and impossibility to eliminate the defect, the Executor provides an apartment (cottage) of the same cost category. If the latest is impossible, the Executor has a right to discharge a liability of rendering services for a fee and fully compensate losses.
2.7. The Executor renders Services in case of prepayment and transfer of 10 000,00 (ten thousand) rubles (Resort sum) to a personal account. After the expiration date of the service contract the Resort Sum with deduction for services is paid to the Customer.
2.8. Resort accommodation is charged according to check-out hour – 3.00 pm (15:00) of the current day.
In case of move delay accommodation is charged in the following order:
• no more than 9 hours since check-out hour (from 3.00 pm to midnight) – ½ стоимости суток;
• from 9 to 24 hours after the check-out hour (from 3:00 am to 3:00 pm)– 24-hour cost.
2.9. The Executor provides the following free Services:
• medical emergency;
• use of med kit;
• mail delivery to the apartment;
• early morning call;
• delivery of boiling water, needles, threads.
2.10. The visitor has a right to cancel the Service Contract at any time, having paid to the Executor a part of the cost proportional to the rendered Services and having covered expenses, he bared under the Executor , if they are not a part of the specified sum of the Service cost.
2.11. The Executor has a right to cancel a contract on booking through drawing up a document, signed by two parties, as well as receiving booking application by mail, telephone or other means which allows confirming that the application is made by the resident (customer).
In case of delay of the resident (customer), he shall pay a factual idle time of apartment (apartment space), but no more than for 24 hours. In case of delay over 24 hours, booking is cancelled.
3. VISITOR AND RESIDENT RIGHTS
Visitor and Resident have a right:
3.1. To use all Services of the Resort in the interval specified by working hours for the Executor objects, except for accommodation services for the resort visitors.
3.2. To get information about the Resort facilities operation, make reservation, get information about personal account, do intermediate payments.
3.3. Resort resident has a right to invite visitors to the territory of the Resort, buying a day card.
3.4. To address to the Receptionist on questions concerning quality of rendering services and if necessary to draw up a complaint on Service quality.
3.5. To ignore animation events and entertainment programs, showed by artists of various genres.
4. VISITOR AND RESIDENT RESPONSIBILITY
Visitor and Resident shall:
4.1. Being in the Resort to observe moral-ethical norms, to keep in public places with mass of visitors of the Resort from excessive alcohol injections and obscene expressions. To respect the right of other persons for the rest, not to offend the personnel of the Executor by actions or words .
4.2. To observe the rules set for using the facilities of the Resort infrastructure, registered on the notice board of each object.
4.3. To observe fire-prevention rules on all facilities of the Resort.
4.4. To keep quiet and not to provide inconveniences to other residents and visitors of the Resort from 11:00 pm till 9.00 am , in case of non-observance of the given rule the penalty for physical persons is applied which comes to 10 000 rubles (Ten thousand rubles), for legal bodies equals 50 000 rubles (Fifty thousand rubles).
4.5. To pay in time the bill for the rendered Services. The resident living in the hotel more than 5 days is obliged to make intermediate payment on the 5 (Fifth) day of his stay on the Resort. Afterwards the resident on each 5 (Fifth) day of his stay in the hotel should make an intermediate payment or to pay the whole period on the date of his departure if the stay in the hotel is more than 5 (Five), but less than 10 (Ten) days.
4.6. To protect Resort property, including assigned for temporary use. In case of loss or damage to cover a loss, and also to bear responsibility for other infringements.
4.7. If the resident has or is suspected to have an infectious disease he is obliged to undergo immediate laboratory examination and medical supervision or treatment and in case he represents danger to other people, obligatory hospitalization or isolation (clause 33 ФЗ «On Sanitary and Epidemiologic Weil-Being of the Population» d/d 3/30/1999. № 52-ФЗ).
Refusal of the resident to give the document from medical institution confirming safety of other people from an infectious disease or assumption of it gives the grounds to the Executor to cancel the service contract immediately.
4.8. Leaving the apartment to close taps, windows, turn off the light, radio, the TV and other devices, close the apartment, leave the key on the reception and pay the Services rendered by the hotel.
4.9. To provide safety of the hotel it is forbidden:
• to leave strangers in the apartment or give them the keys;
• to transfer to other persons a visitor card;
• to use any pyrotechnic products.
5. ON THE TERRITORY OF THE RESORT IT IS FORBIDDEN
5.1. To build fires in inappropriate places.
5.2. To capture on video and take photographs of striptease artist.
5.3. To take away any food or ware from the restaurant working as a cold table.
Carrying out any products is allowed in disposable ware with the permission of restaurant administration.
5.4. To bring or take alcohol (which haven’t been bought on the Resort) in the restaurant, night club and cafe. To bring and take drinks in glass container to the Resort.
5.5. To receive visitors on the territory without a day card and status «the visitor of the Resort».
5.6. Carrying and storage of any weapon, explosive and inflammable, caustic and poisonous substances. The visitors having the right, by the nature of his office, for weapon carrying and storage, are obliged to give the documents certifying the granted right on the request of Administration of the Resort. The means specified in the law of the Russian Federation «On Arms» should be considered as weapon.
5.7. Storage and unapproved use of pyrotechnic products.
5.8. Living with animals. Violation of requirement about an interdiction of staying with animals on the territory of the Resort gives the grounds to the Executor to cancel the service contract immediately, and also involves covering the losses caused by additional expenses, connected with cleaning of a hotel accommodation or a cottage, and also other place in which the animal is found, (washing and cleaning substances, sanitary processing, washing, a dry-cleaner and so forth).
6.1. The resort, according to ФЗ «About restriction of tobacco smoking», has organized a zone, free from a tobacco smoke, namely apartment and corridors of the 2 floor in 1,2,3 buildings.
6.2. Persons, living/staying on the Resort, can smoke only in specially organized places on the Resort territory.
7. RESPONSIBILITY OF THE RESIDENT, THE VISITOR OF THE RESORT AND THE EXECUTOR
7.1. In case of rough infringement of the rules set for public safety and public order, social norms or fire prevention rules by the resident or the visitor of the Resort, the Executor has the right to cancel the service contract immediately, to draw up the statement on the given infringement with the call of police if necessary.
7.2. In case of service contract termination according to clause 7.1., the refund for paid, but non-rendered Services, to the resident or visitor of the Resort is carried out according to the legislation of the Russian Federation.
7.3. The executor doesn't bear responsibility for health of the resident or visitor of the Resort in case of the use of drinks and products bought outside the territory of the Resort.
7.4. The executor doesn't bear responsibility for safety of documents, money, other currency values and other precious things that have not been put in safe or safety deposit boxes.
7.5. The resident or visitor of the Resort, having detected lacks of the rendered Service has the right to demand of his own choice the following:
• gratuitous elimination of lacks;
• corresponding price reduction for the rendered Service.
The resident or visitor of the Resort has a right to cancel the service contract and to demand full covering of losses if the Executor hasn't eliminated all lacks in time.
The resident or visitor of the Resort also has a right to cancel the service contract if he has found out essential lacks of the rendered Service or other essential deviations from contract provisions.
7.6. The executor should eliminate lacks of the rendered Service within an hour from the moment the corresponding requirement has been submitted.
7.7. Requirements of the resident or visitor of the Resort concerning reduction of the price of the rendered Service, and also the indemnification, caused by service contract cancellation, are subject to satisfaction within 10 (Ten) calendar days from the date the corresponding requirement has been submitted.
7.8. The resident or visitor of the Resort has also a right to demand full covering of the losses caused by the lack of the rendered Service. Losses are compensated in the terms established for satisfaction of the corresponding requirements of the consumer (on the basis of the Law of the Russian Federation «Concerning the Protection of Consumers' Rights»).
7.9. The executor according to the legislation of the Russian Federation bears responsibility for the harm to life, health or property of the resident or visitor of the Resort as a result of lacks while rendering of Services, and also compensates moral harm caused by infringement of the rights of the consumer.
7.10. The resident or visitor of the Resort according to the legislation of the Russian Federation covers a loss in case of loss or damage of property of the Executor, and also bears responsibility for other infringements, including rough infringement of rules of stay on territory of the Resort.
7.11. Infringement by the visitor and (or) the visitor of the Resort of the requirement concerning smoking interdiction in apartments involves covering of the losses caused by additional expenses, connected with apartment cleaning (washing and cleaning substances, washing, a dry-cleaner and so forth). Charge of losses is carried out to the person living in the apartment, on the basis of the certificate which is made if there is a smell of tobacco smoke, ashes, stubs in the apartment. The amount of losses is 3 000 (Three thousand) rubles.
7.12. Infringement by the resident and (or) visitor of the Resort of the requirement concerning interdiction of storage and unapproved use of pyrotechnic products involves penalty at a rate of 20 000 (Twenty thousand) rubles.