The Hotel Service Policies in “Rixos-Prykarpattya” Diagnostic Treatment and Rehabilitation Resort Limited Liability Company (“Rixos-Prykarpattya” LLC, hereinafter referred to as the Resort) have been developed on the basis of the Rules for Use of Hotels and Similar Means of Accommodation and Provision of Hotel Services, approved by Order No. 19 of the State Tourist Administration of Ukraine of March 16, 2004.
The Policies regulate the order of and procedure for provision of hotel services to consumers (customers) in the Resort and apply to all individuals and legal entities that reserve and use the hotel services that the Resort provides.
1. GENERAL PROVISIONS
1.1. The Policies regulate the basic requirements for the provision of hotel services to consumers in the Resort and regulate relations between consumers (individuals accommodated at the Resort or those who intend to use the hotel services of the Resort) and “Rixos-Prykarpattya” LLC, the provider of the services.
1.2. In its activities, the Resort is guided by the current legislation of Ukraine and these Policies.
1.3. The Resort operates round-the-clock.
2. PROCEDURE FOR RESERVATION OF ROOMS, ENTERING INTO THE AGREEMENT FOR THE PROVISION OF HOTEL SERVICES IN THE RESORT, AND PAYMENT FOR SERVICES
2.1. The Resort is entitled to enter into an agreement with the customer (consumer) for reservation of rooms by signing it by two parties and by accepting a reservation request via mail, telephone, or other means of communication (email, including fax), which allows verifying whether the request was submitted by the consumer or customer. The agreement is considered entered into only in the case of a written acceptance by the Resort of the reservation request sent to it and an agreement reached by the parties in the stipulated form on all essential issues.
2.2. When reserving a room, the Resort is entitled to request an advance payment for the provision of hotel services.
2.3. Room reservation is not charged.
2.4. The Resort is entitled to apply free prices, tariffs, and a system of discounts on all services provided, except for those which are subject to state regulation of prices and tariffs.
2.5. The room price and the cost of additional services shall be set by the Resort independently, and the form of payment shall be determined by the agreement between the customer (consumer) and the Resort.
2.6. The Resort applies a payment for hotel services per day.
2.7. The Agreement for the Provision of Hotel Services to the consumer shall be deemed entered into after registration of documents for accommodation and shall be certified by a registration card or other settlement documents verifying the conclusion of the Agreement that include:
– the name of the Resort and its details;
– last name, first name, and patronymic of the consumer;
– information about the room provided;
– The price of the room.
2.8. The Agreement for the Provision of Hotel Services in the Resort may be entered into for a definite or indefinite period. When the Agreement is entered into for an indefinite period, the shortest period, usually one day, shall be considered agreed; the Agreement in this case shall expire at 12:00 p.m. of the day following the day of arrival of the consumer.
2.9. The check-out time and check-out hour shall be 12:00 p.m. of the current day, local time.
2.10. The check-in time in the Resort shall start from 2:00 p.m. of the current day, local time.
2.11. Check-in before 2:00 p.m. is an additional service provided at the request / upon application of the guest (customer) with the consent of the head of the hospitality and accommodation service, depending on the status of the hotel room capacity.
2.12. If the guest (customer) checks in early from 10:00 a.m. to 2:00 p.m. and there are vacant rooms, he/she may be accommodated in the room at no extra charge.
2.13. If he/she checks in early from 0:00 to 4:00 a.m., he/she will be charged 100% of the room price for 1 check-out day according to the approved tariff.
2.14. In case of early check-in from 4:00 to 10:00 a.m., the guest shall be charged at the rate of 50% of the room price for 1 check-out day. Breakfast shall be provided to the guest on the day of check-in.
2.15. A fee for provision of hotel services in the Resort shall be charged in accordance with unified check-out time—12:00 p.m. of the current day, local time.
2.16. If the guest stays for less than a day, payment shall be charged as per one day according to the price list, regardless of the actual estimated time.
2.17. Check-out after 12:00 p.m. is an additional service provided with the consent of the head of the hospitality and accommodation service, depending on the status of the hotel room capacity.
2.18. If you check out after the check-out time before 8:00 p.m., the payment shall be 50% of the room price for 1 check-out day. After 8:00 p.m., it shall be 100% of the room price for 1 check-out day in accordance with the approved tariff applicable at the time of service, unless otherwise agreed in the Agreement for the Provision of Hotel Services acknowledged by the resort.
2.19. When children under 6 years old are accommodated in the same room with their parents, no additional payment shall be charged.
2.20. When children from 6 to 12 years old are accommodated in the same room with their parents with extra beds, the extra beds will be charged.
2.21. If a guest’s visitor stays in the room after 11:00 p.m., an additional payment of UAH 600 for each visitor shall be charged.
2.22. Two room key cards can be obtained upon the arrival in case of double or more occupancy. Room key cards should be returned by the consumer at the time of departure. The loss and/or damage of the room key card implies the obligation of the consumer to compensate the Complex for material damages in the amount of the value of the lost and/or damaged key card.
3. PROCEDURE FOR THE PROVISION OF SERVICES
3.1. The room in the Resort is provided to the consumer if the consumer presents his/her passport or other ID document (passport of a citizen of Ukraine, passport of a citizen of Ukraine for traveling abroad, diplomatic or service passport, seafarer’s ID, residence permit of a person who lives in Ukraine but is not a citizen of Ukraine, a foreigner’s national passport or a document used in lieu thereof, and a visa that permits staying in Ukraine (unless otherwise provided by applicable bilateral agreements), a birth certificate of minors under 16 years old, a driver’s license, a personal certificate or military ID (for the military), a certificate issued at the place of work of the consumer, etc.) and completes an application form of the established form.
3.2. The consumer has the right to terminate the Agreement for the Provision of Hotel Services at any time, subject to payment of the services actually provided by the Resort.
3.3. Without the consent of the consumer/customer, the Resort is not entitled to provide additional services not included in the Agreement. The consumer/customer is entitled to refuse to pay for such services, and if he/she paid, the Resort is obliged to return the amount paid. It is prohibited to stipulate for rendering of some services on condition of rendering other services.
3.4. The Resort provides round-the-clock registration of consumers arriving to and departing from the Resort.
3.5. The Resort shall provide the consumer with the following types of services at no extra charge:
– ambulance call-out;
– delivery of correspondence to the room;
– wake-up call at a specific time.
3.6. Bed linen, towels, and toiletries are changed in accordance with the room category and upon request, but at least twice a week.
3.7. The Resort provides the completeness and serviceability of equipment in the room, as well as the quality preparation of the premises for check-in.
3.8. The Resort is responsible for safety of things brought into the Resort by the consumer who is accommodated in it. A thing is considered brought into the Resort if it was transferred to the employees of the Resort or is located in premises designated for the consumer. The Resort shall be responsible for the loss of money and other valuables (securities, jewelry) only on condition that they have been separately transferred to the Resort for storage. In case of loss or damage to the thing, the consumer is obliged to immediately inform the employees of the Resort about it. If the consumer did not make claims against the Resort before the end of the period of his/her accommodation, his/her things shall be considered neither lost nor damaged.
3.9. Should forgotten things be found, the Resort is obliged to inform the owner of things about this (provided that their owner is known). Forgotten things shall be stored in the Resort for six months, after which they shall be transferred to the appropriate state bodies for sale or destroyed, which is evidenced by an act of the established form.
3.10. The territory of the Hotel, all entrances to it, internal stairs and corridors are controlled by video cameras. All information is recorded, saved on digital media, and stored. Video surveillance is carried out in order to ensure the safety of guests, their property, and the property of the Hotel. By signing the guest application form, the Visitor takes into account and does not object to the fact that video surveillance systems are used in the hotel premises (except for rooms and bathroom stalls).
3.11. The consumer is obliged to comply with the internal rules of stay in the Resort and fire safety rules. If the consumer violates the internal rules of stay in the Resort, which leads to material losses, as well as creates inconvenience for other consumers, the Resort is entitled to refuse to accommodate or terminate the Agreement (to evict). In this case, after deducting the amount covering the material damage caused by the visitor and/or fines provided for by the corresponding price list, the consumer shall not be refunded the remaining balance of the previous payment.
3.12. The Resort has the right to refuse to accommodate in the following cases:
The consumer has no documents, his/her documents are invalid or expired, or there are suspicions that his/her documents are forged.
There is no payment for the room in the prescribed manner and the required amount.
The consumer looks untidy and dirty, is under the influence of intoxicants, and behaves inadequately and aggressively.
The consumer refuses to comply with the internal rules of stay in the Resort (smoking mode, parking mode, etc.).;
The consumer is included in the list of unwanted visitors (stop list).
In other cases stipulated by the current legislation of Ukraine and common sense.
3.13. The Resort keeps records of unwanted consumers (stop list). The stop list includes:
Consumers who previously stayed in the Resort and were forcibly evicted (clause 3.11).
Persons who were not forcibly evicted, but were put on the stop list by the Head of the Resort for improper consumer behavior during a previous visit (violation of the rules of accommodation in the Resort, causing material damage to the Resort and/or other consumers, creating inconvenience to other consumers).
4. LIABILITY OF THE RESORT AND CONSUMERS FOR FAILURE TO PERFORM OBLIGATIONS DURING THE PROVISION OF HOTEL SERVICES
4.1. The Resort is obliged to ensure the quality provision of hotel services in accordance with the requirements of current legislation, with these Policies, and the Agreement. The material support of the Resort, the list and quality of services provided to the consumer shall comply with the requirements of the category assigned by the Resort.
4.2. Subject to failure to fully or partially fulfill contractual obligations related to the provision of hotel services, the guilty party shall compensate the other party for the losses incurred.
4.3. The Resort is liable under the current legislation of Ukraine for harm caused to the life, health, or property of the consumer arising from deficiencies in the provision of services. The procedure for and amount of compensation is determined by applicable law.
4.4. The consumer shall compensate for the losses he/she caused through the loss of or damage to the property of the Resort pursuant to the current legislation of Ukraine according to the approved price list.
5. COMPLIANCE CONTROL
5.1. Compliance with these Policies is controlled by local state administrations, local authorities, the central executive authority on tourism, and other central executive authorities within their competence.
5.2. The Resort is liable under applicable law for violation of sanitary requirements or the provision of hotel services that do not meet the requirements of regulatory documents on safety for life, health, and property of consumers and the environment.
5.3. The Resort shall control the compliance by personnel with these Policies. In case of violation of the Policies, the perpetrators shall be liable under applicable law.
5.4. In all other respects not provided for by these Policies, the Rules for Use of Hotels and Similar Means of Accommodation and Provision of Hotel Services, approved by Order No. 19 of the State Tourist Administration of Ukraine of March 16, 2004, shall apply.