Hartwell Hotel accommodation rules and regulations
Dear guests! The following rules apply in our hotel
Documents required at check-in:
- Russian Federation Passport;
- USSR Passport (valid until replaced within the prescribed period by a Russian Federation passport);
- Birth Certificate – for individuals under 18 years of age;
- A passport identifying a Russian Federation citizen abroad — for individuals permanently residing outside of the Russian Federation;
- Passport of a foreign citizen or another document specified by federal law or recognized under an international agreement of the Russian Federation as an identity document for a foreign citizen;
- A document issued by a foreign state and recognized under an international agreement of the Russian Federation as an identity document for a stateless person;
- Temporary residence permit for a stateless person;
- Residence permit for a stateless person.
An identity document must be presented for each guest, regardless of whether they will be staying in the same room with another guest or staying separately.
When booking the "Deluxe" room for a photo day, the original passport of the organizer of the photo day (the guest who made the booking) is required.
Check-in and accommodation rules:
- Check-in at the hotel begins at 2:00 PM or as specified in the booking request. If a guest checks in between 7:00 AM and the standard check-in time, a fee for half a day’s stay will be charged. The hotel reserves the right to refuse early check-in if no rooms are available.
- The hotel’s check-out time is 12:00 PM, by which time guests must vacate their rooms. A late check-out until 6:00 PM may be arranged, subject to availability, with the reservation department or hotel management. The cost is 50% of the daily rate for the selected room category.
- Accommodation fees are charged according to the check-out time, these Rules, and the current rates available on the official Hartwell Hotel website. For stays shorter than one day, a full day’s rate will be charged regardless of the check-out time. Payment for the stay must be made in advance.
- Accommodation for a child up to and including 6 years old without an extra bed is free of charge. The cost for a child aged 7 and older will be charged according to the rates listed on the official Hartwell Hotel website.
- Current room rates are published on the hotel’s website at www.hartwellhotel.ru.
- Guaranteed accommodation is provided for prepaid bookings.
- For additional accommodation or extended visits by one or more guests in a room between 11:00 PM and 8:00 AM, an additional fee will be charged according to the hotel’s approved rates.
- Upon the end of the stay, guests must vacate their rooms by the check-out time (12:00 PM on the current day). Extension of the stay is only possible if the room is not already booked. If available, the guest may be offered a different room if necessary.
Payment Policy:
- Payment for accommodation and additional hotel services is accepted in both cash and non-cash forms. The following bank cards are accepted: VISA, Mastercard, and MIR issued by Russian banks. More information about payment methods can be found on the payment page.
- When paying in cash at the reception desk, an official receipt and an invoice in the required format will be issued to the individual. To receive a service provision act, payment must be made via non-cash transfer on behalf of a legal entity or individual entrepreneur (IE) no later than 3 days before the arrival date. The invoice will be issued based on the details provided in advance by the legal entity or individual entrepreneur (IE) and sent to the hotel’s reservation department by email at manager@ays-club.ru or via WhatsApp at 8-915-462-07-45.
The hotel provides the following services at no extra charge to its guests:
- Television;
- Use of all room amenities according to the room category;
- Wake-up call at a specific time (upon guest request);
- Provision of hot water, needles, thread, one set of dishes and cutlery upon guest request;
- Bottled drinking water;
- Use of the iron in the room;
- Use of the first aid kit;
- Taxi call service;
- Ambulance call service;
- Delivery of correspondence to the room upon receipt;
- Wireless internet (Wi-Fi).
Additional services in the hotel are provided in accordance with the approved price list. Information about additional services and valid prices can be found at the reception desk, in the guest room or at the place where the service is provided.
Hotel guests must follow the established rules of stay:
- Do not disturb other hotel guests, maintain quiet and public order in the room and throughout the hotel;
- Keep the room and hotel clean;
- Prevent the possibility of infections in the room;
- Strictly follow fire safety rules and prevent fire hazards;
- In the event of a fire in the room, immediately notify any hotel employee;
- Timely and fully pay for the services provided by the hotel;
- When leaving the room, close the faucets, turn off the lights and TV;
- Do not leave the room unlocked or personal belongings unattended;
- In case of loss or damage to property, compensate the hotel for the damage according to the price list;
- If it is impossible to repair the damage or clean and prepare the room for the next guest in the standard time due to non-standard pollution, such as party poppers, confetti, spilled substances, trash, or other contamination, the guest guarantees payment for the downtime of the room until the consequences left by the guest are resolved.
Hotel guests are prohibited:
- Leaving visitors in the room during your absence, as well as giving them the key card or room key;
- Keeping any type of animals (birds, reptiles) in the room;
- Storing bulky items, flammable materials, weapons, chemical or radioactive substances, or mercury in the room;
- Rearranging the furniture in the room on your own;
- Smoking in the room and on hotel premises;
- Visiting the restaurant in sportswear, loungewear, or beachwear;
- Using electric heating devices in the room or independently connecting telephones, faxes, or other communication devices.
In accordance with the Federal Law of the Russian Federation No 15-FZ dated 23 February 2013 ‘On Protection of Citizens’ Health from the Effects of Ambient Tobacco Smoke and the Consequences of Tobacco Consumption’, smoking is prohibited on the territory of the hotel, including in the rooms. The amount of the fine is 10,000 roubles.
Attention:
- The hotel administration reserves the right to enter the room without the guest's consent in cases of smoke, fire, flooding, or if the guest is violating these rules, public order, or the rules for using household appliances.
- The hotel is not responsible for the loss of money, other valuables, securities, jewelry, or other valuables not placed in the safe or not deposited in the room's safe.
- The hotel has the right to terminate the hotel service agreement unilaterally or refuse to extend the stay if the guest violates the hotel rules, fails to pay for hotel services on time, or causes material damage to the hotel.
- The guest acknowledges and does not object to the use of video surveillance systems in the hotel complex's premises (except for guest rooms and restrooms).
- To reduce the risk of spreading cold and infectious diseases and enrich the air with ozone, the hotel uses special equipment.
The Hartwell Hotel is intended for the temporary accommodation of guests.
- Phone: +7 (499) 444-28-89, Moscow, Sadovaya-Kudrinskaya St., 21 Bldg. 5, Hartwell Hotel LLC
- Operating hours: 24/7
These rules have been drafted in accordance with the regulations for the provision of hotel services in the Russian Federation, approved by the Government of the Russian Federation on 18.11.2020 No. 1853.
Always at your service,
The Hartwell Hotel Team.
Always at your service,
The Hartwell Hotel Team.