Rules of hotel services provision in LLC "L.A.R.K." (Londonska)

1. General issues.

1.1. These Rules for the provision of hotel services (hereinafter – the Rules) regulate the provision of hotel services to guests (consumers), regulate the relationship between guests (consumers) – individuals who live in hotels or intend to use hotel services, legal entities – customers of hotel services and hotel , the executor of these services, unless otherwise provided by the contractual relationship between the hotel and guests or customers.

2. Terms and concepts.

2.1. Guest – an individual who arrives, orders, uses or intends to purchase or use hotel services for their own needs.

2.2. Group – 10 or more people who book hotel services within one request from one customer and arrive at the hotel and leave the hotel at the same time.

2.3. Customer – a natural or legal person who enters into a contract for the provision of hotel services for the benefit of the guest on behalf of the guest or on his own behalf and makes payment under this agreement (provides guarantees of payment under this agreement).

2.4. Hotel service – actions (operations) of the hotel to accommodate a guest by providing a room (place) for temporary accommodation in the hotel, as well as other activities related to accommodation and temporary stay. The hotel service consists of basic and additional services provided to the guest during accommodation.

2.5. Basic services – the volume of hotel services (accommodation, meals, etc.), which is included in the price of the room (place) and provided to the guest in accordance with the contract.

2.6. Additional services – the volume of services that do not belong to the main services of the hotel and which are ordered and paid by the guest additionally (laundry, transport, mini-bar, food, etc.).

2.7. Room – a separate furnished room, which consists of one or more rooms equipped for temporary accommodation of the guest / guests.

2.8. Booking – the process of ordering by a guest or customer in the hotel basic and / or additional services in a certain amount in order to use the services at a specified time by a particular guest or group of guests.

2.9. Confirmation of booking services – written consent of the hotel to provide booked basic and additional services under certain conditions.

2.10. Refusal to book services – refusal of the hotel to book basic and additional hotel services.

2.11. Cancellation – refusal of the guest or customer from the booked services. Cancellation is divided into three types: timely cancellation, late cancellation, non-arrival. In case of late cancellation or non-arrival, the hotel has the right to charge a fine to the guest or customer in accordance with these Rules, unless otherwise provided by the contract for the provision of hotel services.

2.12. Timely cancellation – refusal of the guest or the customer to use the booked services no later than 14:00 on the day preceding the date of the scheduled arrival or within the period specified in the contract with the customer.

2.13. Late cancellation – cancellation of the booked services by the guest or the customer no later than 14:00 on the day preceding the date of the scheduled arrival or within the time stipulated by the contract with the customer.

2.14. Non-arrival – the actual non-arrival of the guest at the hotel on the day of arrival, or cancellation of booked services less than 24 hours before the specified date of check-in.

2.15. Arrival date – the date of arrival of the guest at the hotel.

2.16. Departure date – the date of departure of the guest from the hotel.

2.17. Early check-in – check-in at the hotel before check-in time.

2.18. Late check-out – check-out after the check-out time on the day of departure.

2.19. Day accommodation – use of hotel services (accommodation) no more than 8 hours in the period from 6:00 to 21:00.

2.20. Check-in time is the time set at the hotel and at which the guest must vacate the room on the day of departure.

2.21. Check-in time is the time after which check-in takes place at the hotel.

3. Booking of hotel services.

3.1. Booking of hotel services is carried out by signing a bilateral agreement between the hotel and the customer or accepting a booking application (hereinafter – the application) by mail, telephone (+38 (048) 796 55 44, e-mail (reservations@vertexhotelgroup.ua) or other types of communication, including facsimile, which allows you to reliably establish the affiliation of the application to the guest or customer.

3.2. The application for individual guests must have the following information (items marked with “*” are obligatory):

• name and surname of the guest (guests) *;
• date of arrival and departure *;
• type and number of rooms (places) *;
• guarantee and type of payment *;
• method of communication with the customer (contact phone number, e-mail address, fax, etc., contact person) *;
• guest (s) citizenship;
• special accommodation conditions;
• any other useful information.

3.3. The request for a group of guests must have the following information (items marked with “*” are obligatory):

• names and surnames of guests *;
• dates of arrival and departure *;
• types and number of rooms (places) *;
• accommodation of guests by rooms *;
• guarantee and type of payment *;
• method of communication with the customer (contact phone number, e-mail address, fax, etc., contact person) *;
• citizenship of guests;
• number of married couples, female and male citizens;
• number of children and their age;
• special accommodation conditions;
• any other useful information.

3.4. The hotel confirms the acceptance of the application and reservation in the presence of free rooms and other conditions necessary for the provision of the ordered hotel services.

3.5. Confirmation of hotel services booking is sent to the guest or customer in a manner mutually agreed with the guest or customer.

3.6. A booking is considered confirmed if the hotel has sent a confirmation and both parties have agreed in a stipulated form on all relevant terms of service.

3.7. The reservation is considered guaranteed in case the customer has provided guarantees of unconditional payment for hotel services or penalties. Guaranteed reservations can be canceled unilaterally after 24:00 local time on the day of arrival.

3.8. Reservations are considered non-guaranteed if the customer has not provided guarantees of unconditional payment for hotel services or penalties. Non-guaranteed bookings can be canceled unilaterally after 18:00 local time on the day of arrival.

3.9. Reservations for an individual guest can be canceled by a written application of the guest or customer (or in another way that allows you to reliably establish the affiliation of the application to the guest or customer) until 14:00 local time before the date of arrival without penalty. If the cancellation request is made later than the specified time or the guest does not arrive at the hotel, the guest / customer may be

subject to a penalty for the room downtime in the amount of 100% of the total cost of the booked rooms for one billing day.

3.10. Reservations for the group can be canceled by a written application of the customer; penalties are applied to the customer in accordance with the contract.

3.11. Changes and additions to the booking application for an individual guest are accepted from guests and customers in writing or in another way that allows you to reliably establish the affiliation of the guest application.

3.12. Changes and additions to the booking request for groups of guests are only accepted in writing.

3.13. The hotel confirms the acceptance of changes and additions to the application for booking hotel services for individual guests and groups of guests, subject to the conditions necessary to implement the additions and changes.

3.14. Confirmation of acceptance of changes and additions to the application for booking hotel services is sent to the guest or customer in a manner mutually agreed with the guest or customer.

3.15. Tourist tax is not included in the room rate, it is charged and paid by guests separately, except for those categories of persons who are exempt from paying it in accordance with applicable law.

3.16. In case of change of the date of arrival of individual guests and groups the hotel has the right to apply penalties for rooms’ downtime in the amount of 100% of the total cost of the booked rooms per night.

3.17. The hotel can accommodate other guests within one application without changing the conditions of hotel services, of which the customer must inform the hotel in advance in writing.

4. Provision of hotel services.

4.1. Terms of hotel services are determined by these Rules and the agreement on the provision of hotel services. The agreement on the provision of hotel services is

considered concluded in the case of its bilateral signing or signing of the registration card by the guest upon check-in at the hotel.

4.2. Room (basic services) in the “Londonska Hotel” is provided to the guest / guests upon presentation of a passport or other identity document: passport of a citizen of Ukraine, foreign passport of a citizen of Ukraine, diplomatic or service passport, seafarer’s identity card, permit for the residence of a person living in Ukraine but not a citizen, a national passport of a foreign citizen or a document replacing it, and a valid visa for the right to stay in Ukraine (unless otherwise provided by current interstate agreements), birth certificate of minors, under 16 years of age, driver’s license, for the military – identity card or military card, a certificate issued at the place of work of the guest, etc., as well as filling in the registration card of the established sample.

4.3. Children are accommodated in the hotel only accompanied by parents or adult relatives of the first line. Children under 6 stay for free without providing a separate bed. When providing an extra bed, payment is made in accordance with current rates. All children under three years stay free of charge for cots. At the same time, the administrator of the reception and accommodation service must check the documents on the family identification of the child with his parents or adult first-line relatives. Children from 6 to 12 years old are accommodated according to hotel rates.

4.4. The guest can be provided with one or more rooms if available.

4.5. The hotel provides benefits to those categories of consumers for whom such benefits are provided, in the manner and under the conditions specified by applicable law. In order to confirm the legality of the benefit, the tax agent must have copies of relevant documents confirming the person’s belonging to the privileged category.

4.6. In agreement with the hotel, guests are allowed to stay with cats or dogs of small breeds, namely: max. 6 kg (with the exception of guide dogs).

4.7. When staying in a hotel with a pet, a veterinary passport with the current year’s marks is a must. Pets are not allowed without the prior consent of the hotel.

4.8. The hotel reserves the right to refuse to accommodate guests with animals in case of aggressive, inappropriate behavior of the animal, as well as in cases where the accommodation of the animal is not possible during the event on site.

4.9. The guest takes into account and agrees that video surveillance systems are used in the public areas of the hotel.

4.10. The Londonska Hotel has an estimated charging time of 12:00 local time.

4.11. The Londonska Hotel has a check-in time of 14:00 local time.

4.12. Payment for the provision of hotel services is charged in accordance with the set time. Leaving the hotel on the day of arrival is charged for at least one night.

4.13. Check-in until 14:00 is an additional service and is available subject to availability and other conditions required for its provision.

4.14. Early check-in between 00:00 and 06:00 is subject to a charge of 100% of the set room rate, unless otherwise provided by the contractual relationship between the hotel and the customer / guest.

4.15. Early check-in between 06:00 and 14:00 is subject to a charge of 50% of the set room rate, unless otherwise provided by the contractual relationship between the hotel and the customer / guest.

4.16. If you stay no more than 8 hours in the period from 6:00 to 21:00, 100% of the room rate per night (excluding breakfast) is paid from the set room rate on the day of payment.

4.17. Departure after 12:00 is an additional service and is provided subject to availability and other conditions necessary for its provision.

4.18. Late check-out until 18:00 will be charged 50% of the room rate, unless otherwise stated in the contractual relationship between the hotel and the customer / guest. Late check-out after 18:00 is subject to a charge of 100% of the room rate, unless otherwise stated in the contractual relationship between the hotel and the customer / guest.

4.19. Prices for basic services cannot be changed if the guest / guests have not used any service that is part of the main.

4.20. Basic and additional services are provided to guests within the amount of the prepayment. Advance payment can be made by guests for the entire period of stay or

in part, but not less than one night of hotel accommodation. Additional services provided in advance of payment are paid upon their provision.

4.21. The hotel may charge an advance payment to guarantee payment for additional services. The amount of the advance payment and the conditions of its collection are determined by the hotel administration.

4.22. In the absence of guarantees of unconditional payment for hotel services, the hotel reserves the right to limit the provision of additional services that are provided automatically (for example, telephone services, paid TV, minibar services, etc.).

4.23. To ensure additional guarantees for the payment of services provided automatically and to simplify the eviction procedure, the hotel can obtain information from the guest about his payment card.

4.24. Information on the list and cost of additional services is provided by the Hotel Reception and Accommodation Service.

4.25. Bed linen, towels and toiletries are changed at least twice a week.

4.26. The hotel is responsible for the safety of items handed over to hotel staff or stored in a designated area.

4.27. The hotel is responsible for the loss of money, other valuables (securities, jewelry) only if they have been separately transferred to the hotel for safekeeping.

4.28. In case of loss or damage to belongings of the guest, the guest is obliged to immediately notify the hotel. Claims for loss or damage to the guest’s belongings cannot be made to the hotel after the guest has left.

If the consumer has not presented his claims to the hotel before the end of the stay, it is considered that his belongings have not been lost or damaged.

4.29. In case of discovery of forgotten things, the hotel administration must immediately notify their owner, provided that his identity is established.

4.30. Forgotten items are returned to their owner upon presentation of an identity document; forgotten items are given to third parties on presentation of a written power of attorney from the owner of the things. The power of attorney must contain a

photocopy of the identity card of the owner of the things and his signature; it must indicate the identity of the recipient of the forgotten items. Forgotten valuables and

documents are issued to third parties only upon presentation of a notarized power of attorney. The person accepting the forgotten items must confirm in writing that there are no claims against the hotel.

4.31. The hotel can send forgotten items by post or other courier services to guests upon request at the expense of the recipient.

4.32. Forgotten items that are not required by the owners or whose owners are unknown, are stored in the hotel for six months, after this time period they are transferred to the appropriate government agencies for sale or destroyed, with an act of the prescribed form composed. The hotel has a book of reviews and suggestions, which can be provided to the guest on request.

5. Rights and responsibilities of guests.

5.1. Persons staying at the hotel are obliged to:

• adhere to the Rules of hotel services established by the hotel administration;
• comply with the terms of the contract for the provision of hotel services;
• follow fire safety rules;
• leaving the room, close windows, water taps, turn off lights and appliances;
• in case of damage to hotel property to indemnify in favor of the hotel in accordance with applicable law;
• present a key card from the room in the restaurant for breakfast and during the final payment;
• when leaving the room, the guest must hand over the key card from the room at the reception.

5.2. Persons staying at the hotel are not allowed to:

• bring into the hotel and store in the rooms substances, materials and things that are dangerous to life, health and property of the hotel;
• store weapons in accordance with the legislation of Ukraine;
• use electric heaters, except for specially designated places;
• throw rubbish and bottles out of the hotel windows;
• remove furniture and bed linen from the room;
• keep animals and birds in the room without prior agreement with the administration;
• leave third-party during their absence in the room and let them stay in the room after 23:00 without registration in the prescribed manner;
• pass on your key and / or guest card to others;
• smoking on site, except for designated areas. If the hotel administration discovers the fact of smoking of the guest, the latter must compensate the losses (implementation of a complex of additional cleaning) and may be prosecuted in accordance with the laws of Ukraine.
• leave the engine of the personal vehicle turned on from 23:00 to 07:00 in the morning, use sound signals.
• disturb other guests by making noise.

5.3. Persons staying at the hotel have the right to:

• require the provision of documents confirming the compliance of the company “Londonska Hotel” to the relevant category;
• terminate the contract for the provision of hotel services unilaterally at any time subject to payment for the services actually provided and penalties provided for in these Rules or the contract for the provision of hotel services;
• in case of deficiencies detection in the service provided, inconsistency of the service to the hotel category, to demand the elimination of deficiencies without payment or a corresponding reduction in payment for this service.

6. Communication rights and responsibilities.

6.1. The hotel must:

• ensure compliance of hotel services with the category of hotel “Londonska Hotel”;
• ensure quality provision of hotel services in accordance with current legislation, these Rules and the contract for the provision of hotel services;
• provide round-the-clock provision of basic and additional hotel services, arrival and departure of guests;
• ensure the completeness of the rooms and the serviceability of their equipment, as well as the quality of preparation of the room for the settlement;
• inform the guest in an accessible and visual way (by verbally informing and / or placing information in the hotel lobby in a convenient place for review):
• on the Rules for providing hotel services;
• about room categories and accommodation prices;
• about the services included in the room rate;
• the range and cost of additional services provided for a fee;
• on the form and procedure for hotel services payment.
• provide the guest at his request without additional payment the following services:
• call an ambulance;
• room correspondence delivery;
• wake up at the appointed time;
• concierge service;
• luggage lifting;
• business center services;
• visit to the fitness center from 7:00 to 22:00;
• luggage storage in the luggage room;
• providing a deposit cell for the period of stay in the hotel;
• provision of additional equipment (hair dryer, cot, wheelchair);
• Wi-Fi and high-speed cable Internet;
• television;
• cosmetic set;
• parking space for personal vehicles;
• in-room safe.
• take measures to eliminate deficiencies in the service provided from the moment the guest submits a request.

6.2. The hotel administration has the right to:

• require guests and customers to comply with these Rules;
• set and change at its discretion the prices for basic and additional services; the procedure for providing services and their payment;
• refuse to settle or terminate the contract for the provision of hotel services (evict from the hotel) to the guest / customer, if he repeatedly violates these Rules, which leads to material damage to the hotel and / or creates inconvenience for other guests;
• refuse to stay if the guest is included in the List of unwanted hotel guests and in other cases provided by the legislation of Ukraine. The list of unwanted guests includes: guests who previously stayed in the hotel and were forcibly evicted and persons who were not forcibly evicted but included in the list of unwanted guests for misconduct of the guest during the previous visit (violation of hotel rules, damage) hotel and / or other guests, creating inconvenience for other hotel guests).
• restrict access of third-party to the hotel; deny access to hotel rooms to unauthorized persons staying in the hotel (guests);
• refuse to provide hotel services to guests in the absence of unconditional payment guarantees.
• Refuse to provide fitness and restaurant services to guests who are intoxicated or under the influence of drugs.

7. Liability of the hotel and guests / customers for non-fulfillment of obligations during the provision of services.

7.1. The hotel and / or the guest / customer are responsible for non-fulfillment or improper fulfillment of contractual obligations for the provision of hotel services in accordance with applicable law. The guilty party shall reimburse the other party for all

damages caused by non-performance or improper performance of the terms of the contract in full.

7.2. The hotel is not liable for damages caused to the life, health or property of the guest or the customer, which occurred in connection with the stay in the room in the presence

of guests and persons not registered in the room, as well as violation by the guest or customer.

7.3. Guests are responsible for damage to hotel property in accordance with the law.

7.4. Compensation for damages caused by guests or customers in connection with the loss or damage to hotel property is made by them in accordance with the law.

8. Law. Settlement of Disputes.

8.1. In resolving all issues that are not provided by these Rules, the hotel, guests and customers are guided by current legislation of Ukraine.

8.2. All disputes arising in connection with the fulfillment of contractual obligations regarding the booking of rooms and the provision of hotel services are resolved through negotiations between the hotel, the guest and / or the customer.

8.3. If, as a result of negotiations, the hotel, guest and / or customer do not reach an agreement acceptable to all parties, the dispute between them shall be resolved in court.

9. Monitoring compliance with the rules.

9.1. The control over the observance by the hotel administration of these Rules is carried out by local state administrations and local self-government bodies, the central executive body on tourism issues and the relevant state bodies within their competence.

9.2. The control over observance by visitors of these Rules is carried out by hotel administration.