THE RULES OF HOTEL SERVICE AND STAY IN THE RESIDENCE KERUEN
1. GENERAL PROVISIONS
1.1. The Residence shall be intended for temporary accommodation of guests for the time period agreed with the Hotel.
1.2. Check-in and check-out shall be administered 24 hours a day.
1.3. Booking is a subject matter to availability of the required number of free (non-booked) hotel rooms in the relevant period.
1.4. Booking shall be made only on the basis of an application via mail, e-mail or Fax. In the application shall be specified the following information: full name, date and time of check-in/expected check-out; number and category of rooms, financial guarantee of payment.
1.5. Any amendments or cancellations to the reservation shall be sent (notified) to the Hotel no later than 24 hours before the check-in. Check-ins/check-outs, payment terms and cancellation conditions for group reservations shall be set on an individual basis.
1.6. The Hotel accepts applications, usually on the basis of financial guarantee. Guaranteed reservation shall be provided with a registered confirmation of the Hotel that it guarantees the he ordered service at the specific time. The guest, in turn, guarantees to pay for the room, even in case of no-show. Payment for no-show will be charged in the event when guest was unable to cancel the reservation in time.
1.7. Specialist of the Reservation Department shall confirm the reservation, via contact information specified in the application, no later than 24 hours after receipt of the application with the provision of the registration number of the reservation. Applications sent on weekends and official holidays shall be processed on the first working day following the weekend.
1.8. Payment of the invoice shall be considered as a confirmation of the agreement with the contract for the provision of services on the terms provided by these Rules.
2. CHECH-IN /CHECK-OUT
2.1 For administration of check-ins, Guests shall be required to confirm their identity by providing their identity document. The Guest shall fill in the form and puts his signature confirming the agreement with the contract for the provision of services between the Hotel and the Guest. It is allowed to fill in the questionnaire by the Hotel administrator, on the basis of the data provided by the guest, followed by signing it by the Guest him/herself.
2.2 The Hotel administrator shall give the Guest a room key after checking him/her in and introduce him/her to the rules of accommodation and fire safety.
2.3 The Hotel administration ensures that the Guest’s stay in the Hotel only for the prepaid period of time. Upon the expiration of the agreed period of stay, the Guest shall empty the room. Guests wishing to extend their stay shall inform Reception at least 4 hours prior the end of their stay. If the room is booked by other person, the extension of the stay in this room may be refused.
2.4 The Guest has the right to terminate the contract earlier. The refund will be made after the inspection of the room by the Hotel employee. In the event of early check-out, the Guest is obliged to provide the Reception with the original receipt of payment (invoice, fiscal checks, etc.), and if the payment was made by credit card, additionally provide the original slip with a personal signature, as well as a room key. In return, a new bill for actual staying period shall be issued.
2.6 If the Guest do not have the original receipt/key, as well as in case of check-out less than 24 hours prior to the end of the prepaid stay, no refund will be made.
2.7 A full refund will be provided if the Guest refuses to stay within 10 minutes prior to placement and payment for accommodation and if the Guest did not use the room according to paragraph 1.4.5.
3. PAYMENT FOR HOTEL SERVICES
3.1. Payment for hotel services shall be carried out: all rates for Hotel services are indicated in KZT.
3.2. Cash payment.
3.3. Acceptable bank cards: Visa, MasterCard, American Express.
3.4. Non-cash payment in KZT
3.5. Authorization letter. The hotel reserves the right to temporarily block the amount on the credit card prior to check-in.
3.6. Traveller's cheques will not be accepted.
3.7. Prices for hotel services are presented in the price list. In the event of a change in the rates, guests' advance payments will not be recalculated.
3.8.Payment for stay shall be made in advance by the Guest, daily or in full for the entire period of the planned stay, in accordance with the check-out hour established from 12 pm of the current day.
3.9. Stay before and after the estimated time will only be subject to availability of rooms. The accommodation fee shall be charged in the following order:
3.10. In case of early check-in (for 6 hours prior to check-out hour), the accommodation fee will be charged at the rate of 60% of the room rate
3.11. In case of late check-out (within 6 hours after check-out hour), the accommodation fee will be charged at the rate of 60% of the room rate.
3.12. In case of stay in the room more than 6 hours before check-out hour or check-out more than 6 hours after check-out hour, the accommodation fee will be charged for a full day.
3.13. Payment for accommodation by non-cash payment shall be transferred to the Hotel's bank account not later than one day prior to arrival, unless otherwise provided by the contract.
3.14. The hotel shall refund the Guest in the amount of the cost of unclaimed services, in case of pre-payment of accommodation and termination of the contract due to early check-out according to paragraph 1.5. Herewith:
3.15. The refund for payment in cash shall be carried out at the check-out;
3.16. Non-cash payment will be refunded by the Hotel to the Bank card at the check-out. The term of transfer depends on the card issuing bank, usually within 5-10 working days from the date of Hotel’s transfer;
3.17. Non-cash payment will be refunded on the basis of the original letter on refund, within 5 (five) business days from the moment of receipt of this letter.
3.18. The refund to the Guest for unclaimed services shall be carried out within 5 (five) days of receipt of the request (application) in case of amendments or cancellation of the reservation,.
3.19. In case of amendments or cancellation of the reservation with violation of the contract terms provided by paragraph 1.8., as well as in case of no-show, the Guest will be penalised in the amount of the daily rate of the room. A refund for unclaimed services will be made with deducted penalty amount.
3.20. No charge: for a stay of children under 6 years old in the same room with their parents (guardians) without a separate bed.
3.21. The cost of an additional guest in the room will consist 6000.00 KZT without an extra bed (including Breakfast).
3.22. Pets are strictly prohibited in the Hotel.
3.23. A Guest, a representative of a legal entity, shall notify the Reception in advance to receive closing documents (act and invoice), prior to payment in cash. Statements will be issued on the basis of the provided details of the organization, travel certificate or power of attorney.
3.24. The Hotel practises seasonal pricing and provision of services (dates of high occupancy, exhibition days, events). The price is generated on the basis of the ratio of supply and demand at a certain point in time. This rate may be changed up to several times a day depending on volatility of demand.
3.25. The Hotel practises discounting system according to promotions, special price offers or special packages. Information on promotions, as well as on the procedure and conditions of their conduct will be updated on the website: www.keruen.residence.kz, as well as by promotional messages.
3.26. Discounts will not cumulate.
4. HOTEL RESIDENCE REGULATIONS
4.1. Check in shall be carried out after payment.
4.2. The Guest may use all the facilities of the Hotel, according to the established regulations, working patterns and rules of stay.
4.3. When checking-out, the Guest is obliged to hand over the room and the electronic key at the Reception and finally pay for the basic and additional services provided.
4.4. The Hotel has the right to refuse an entry to an invited visitors under the influence of alcohol or drugs.
4.5. The Guest shall be responsible for the timely departure of the visitors. The stay of visitors upon invitation is allowed from 07: 00 to 22:00.
4.6. Guests during their stay in the Hotel must comply with moral and ethical standards, refrain from excessive alcohol consumption and obscene expressions in public places. Follow the rules of stay in the Hotel, do not offend visitors and other guests of the Hotel by the actions and words, within the Hotel area.
4.7. To keep quietness and do not cause inconvenience to other guests of the Hotel between 22.00 until 07:00.
4.8. To keep the Hotel property on the temporary use in condition. In case of damage, to compensate for damages caused to the Hotel.
4.9. The Hotel operates in accordance with the non-smoking policy in order to ensure a comfortable stay for all guests. However, Guests may enjoy their cigarette in the designated areas. Smoking is strictly prohibited in the room. Failure to comply with this rule entails a fine in the amount of 15 000 KZT.
4.10. The Guest shall note and shall not prevent to the fact of the use of video surveillance systems in the Hotel area (except for rooms and toilet cubicles).
4.11. The Guest is obliged to store money, currency values, security papers, credit and phone cards, jewellery and other valuables in the safe. The Hotel shall not be responsible for the loss of non-deposited money, other currency values, security papers, credit and telephone cards, jewellery and other valuables.
4.13.In order to ensure the order and security of the Hotel, it is prohibited:
4.13.1. To pass the key to third parties. The Guest shall be responsible within the existing legislation for the actions of the visitors invited by him, in case of damage to other guests of the Hotel.
4.13.2. To store bulky items, flammable, explosive, toxic, narcotic materials and substances in the room.
4.13.3. To rearrange, to take out of the room furniture, bedding.
5. GUEST AGREES AND UNDERTAKES:
5.1. In case of violation of this rules, the administration has the right to terminate the Guest's stay on Hotel area with the obligatory drawing up the act on this violation and, if necessary, invitation of competent authorities.
5.2. In case of refusal to provide services to the Guest whose stay was terminated, the refund for paid but unimplemented services shall be carried out in accordance with the legislation of the Republic of Kazakhstan.
5.3. Upon detection of loss of personal belongings in the room, immediately inform the Hotel administration to take measures and search for missing items.
6. HOTEL ADMINISTRATION AGREES AND UNDERTAKES
6.1. The Hotel shall be obliged to inform Guests on the basic and additional services provided, the way and procedure and methods of payment prior to their check-in.
6.2. The Hotel shall be obliged to represent the rules of providing services; rates of rooms and other services in a convenient noticeable location and present upon demand of the Guests:
6.3. The Hotel shall be obliged to ensure the availability of information on the order of accommodation, fire safety rules and rules for the use of electrical appliances in each room.
6.4. The Hotel has the right to refuse on stay to persons:
6.4.1. who do not provide identity documents
6.4.2. who do not provide payment/ guarantee of payment
6.4.3. who do not agree with the terms of stay/ accommodation in the Hotel,
6.4.4. disturbing public order,
6.4.5. under influence of alcohol/drugs
6.5. The Hotel ensures full compliance with sanitary and hygiene standards, other normative acts of the quality of offered services.
6.6. The Hotel ensures the confidentiality of Guests and visitors of the Hotel.
6.7. The Hotel undertakes to promptly respond to the Guest's requests to fix inconveniences, breakdowns in the room.
6.8. If there is a need to carry out emergency repair, sanitary - hygiene and other measures in the Guest’s room, aimed to fix the causes that threaten or hinder its normal (quality and safe) use, the Hotel shall exercise the right to relocate and demand to immediate empty of the occupying room.
6.9. The Hotel ensures the safety of personal belongings of Guests staying in the room, subject to the rules of accommodation in the Hotel and the conditions in paragraph 4.12. of this Rule.
6.10. The Hotel in case of detection of lost property takes measures to return them to the owner, according to the Rules of treatment of lost property at the Hotel
7. Lost property
In the event of detection of lost property, the Hotel shall take all measures to return them to the owner according to the established procedure:
7.1. Items left by the Guest in the room will be stored by the Hotel in the Luggage room. Placing belongings in storage will be carried out by The Hotel Administration in the presence of employees of the internal security service of the Hotel, the Head of the Reception and Accommodation Department, the Head of the Room Service.
7.2. The Hotel will keep the forgotten by the Guest items for 6 months. Valuables, as well as large amounts of money will be stored in the Hotel for up to 1 year from the date of drawing up the Act on lost property.
7.3. The hotel shall not be responsible for vehicles left in the Hotel after the check-out of the Guest for more than a day. In case of impossibility to contact or identify the owner, the Hotel exercise the right to evacuate this vehicle outside the Hotel
8. CLAIMS AND DISPUTE RESOLUTION PROCEDURE
8.1. In the event of any disputes regarding the quality of service, the Guest should reach out to the Hotel Administration by contacting Reception in order to resolve them.
8.2. If the problem cannot be solved on the spot, the Guest shall state his/her wishes in writing and register them at the Reception. Failure to comply with this condition may serve as a basis for full or partial denial of claims.
8.3. In case of impossibility to fix the revealed lacks on the spot, the Statement of findings shall be filed in 2 copies signed by the Guest and the authorized person of the Hotel.
8.4. If the Hotel Administration has not been able to eliminate the deficiencies found on the spot, the Guest has the right to make a claim within 20 days upon the Statement of findings.
8.5. In the absence of the relevant Statement referred to in paragraph 8.2, the complaint cannot be accepted for consideration, and the requirements of the consumer of the service will be considered unreasonable.