“Hermitage” Hotel Policies are put
into force starting from September 01, 2016.
These Rules were developed on the basis of the Regulation of
the Government of the Russian Federation No. 1085 dated 09.10.2015 “On approval
of rules of hotel services provision in the Russian Federation”.
“HERMITAGE” Hotel is registered in General State Register of Legal Persons as
Hotel “HERMITAGE” LTD.
“HERMITAGE” Hotel guarantees that it
will take all necessary organizational and technical measures to ensure the
confidentiality and the security of personal data of its guests, to protect
personal data from an unauthorized access, including a random one, destruction,
modification, blocking, copying, distribution, and other illegal acts in
accordance with the requirements of the current law of the Russian Federation.
It is prohibited to smoke in “HERMITAGE” Hotel. In
case of violation of the requirement on smoking prohibition, a guest is to
compensate the special room treatment expenses to remove tobacco smell (air
filtration, dry cleaning of furniture/textiles/carpet cover). Against the
non-smoking obligation, the hotel reserves the right to contact the police to
bring the resident to administrative liability for smoking in the wrong place.
On all subjects that are not specified in these Rules Hotel
Administration is guided by laws and regulations of the Russian Federation.
You can write your comments and suggestions as to the work
of the hotel in the guest questionnaire, which you can find in the information
folder in your room, or in the book of comments and suggestions, which you can
find at the reception desk on the ground floor.
Booking of rooms in “HERMITAGE” Hotel is free of charge.
We have 2 types of booking:
guaranteed reservation means such type of booking when the
hotel waits for a guest up to the check-out time of the day following the day
of the planned arrival. In case of late cancellation, late arrival or no show
of a guest, he/she or the customer will be charged the actual downtime of the
room, but no more than one day fee. If a guest is late for more than one day,
the guaranteed reservation is cancelled; the guaranteed reservation of the
hotel room is charged a 100% advance payment for the first day of stay in the
unguaranteed reservation means such type of booking when the
hotel waits for a guest up to 18:00 of the day of arrival, after this time the
reservation is cancelled. After 18:00 the hotel reserves the right to cancel
unguaranteed reservations. Guests arriving after 18:00 are accommodated
according to the actual availability of rooms in the hotel at the time of
“HERMITAGE” Hotel has the right to
refuse booking, if there are no vacant rooms as of the date specified in the
“HERMITAGE” Hotel is intended for
temporary accommodation of Russian and foreign guests within the period agreed
with the administration and duly registered. Time limit of hotel accommodation
for foreign guests shall not exceed 30 days and for Russian guests it shall not
exceed 90 days.
The hotel is open round the clock.
Check-out time: 12:00. Check-in time: 14:00.
At the end of the agreed accommodation period a guest shall
check out. Guests, who wish to extend the accommodation period, shall inform
the receptionist of the hotel about this no later than 12 hours before the
accommodation period ends. If there are no vacant rooms, the hotel may refuse
to extend the accommodation period.
In case of a temporary departure from the hotel, the guest,
who failed to pay for the next day of accommodation, loses the right to
accommodation and shall be evicted.
Breakfast is served in Hermitage Restaurant from 7:00 to
10:00 in the morning during weekdays, from 8:00 to 11:00 during weekends and
holidays. If you want to have your breakfast earlier, please contact the
receptionist of the hotel the day before up to 21:00.
In accordance with the laws of the Russian Federation a
guest shall reimburse the damage in case of loss or damage of the hotel
property, he/she is also responsible for violations caused by persons invited
by him/her pursuant to internal documents of the hotel.
“HERMITAGE” Hotel provides the
following services with no additional charge:
Services of the reception (round the clock);
Tourist information; Taxi call (round the
Ambulance call, other special services;
Use of the first aid kit;
Delivery of correspondence addressed to the guest to his/her
Hot water, needles, threads, one set of tableware and
WiFi in the territory of the hotel; Daily room cleaning; Bed linen and towels
“HERMITAGE” Hotel provides the
following services for extra charge:
Clothes laundering and ironing;
National and international long-distance calls;
Sale of items for personal use;
Rent of the conference hall and presentation equipment;
Order and delivery of airline and railway tickets;
Transfer and transport services;
Order of tours round Rostov-on-Don and Rostov Region;
Booking of tickets for concerts, performances and other
Translation and interpreting.
follow hotel accommodation rules;
follow fire safety rules;
pay fully for the provided services at check-out;
follow instructions of the hotel staff in case of emergency;
treat hotel property with due care.
In order to comply with fire safety rules we ask you kindly:
not to use electric heaters and electric appliances in your
room (electric kettles, irons, heaters, extension cords, etc.);
not to keep flammable and inflammable materials in your
not to smoke in your room, in the elevator;
not to cover switched-on floor lamps, wall lamps, table
In case of smoke generation, ignition or fire we ask you
kindly to call immediately: internal 0101 or 901.
In order to ensure order and security in the hotel it is
to give your room key to third persons;
to leave third persons in your room in your absence;
to cause inconveniences and to disturb other guests of the
presence of third persons in the room from 8:00 to 23:00
without a duly issued single-use pass, after 23:00 - without a registration of
to keep animals in the hotel without authorization of the
In order to ensure order and security in “HERMITAGE” Hotel
an assistant receptionist is entitled to ask a guest to show his/her guest card
at the entrance to the hotel.
The hotel makes the contract with a guest only if he/she
shows a duly issued identity document, including: passport of the citizen of
the Russian Federation identifying the citizen of the Russian Federation in the
territory of the Russian Federation; passport of the citizen of the USSR
identifying the citizen of the Russian Federation and valid until its
substitution by the passport of the citizen of the Russian Federation;
certificate of birth – for persons under 14 years old (hotel registration of
persons under 14 years old is made on the basis of identity documents of
accompanying parents (adopters, guardians) or close relatives, accompanying
person (persons) and a document certifying authorities of the accompanying
person (persons) and on the basis of certificates of birth of these under-age
persons); passport identifying the citizen of the Russian Federation outside
the Russian Federation – for persons constantly residing outside the Russian
Federation; passport of the foreign citizen or other documents specified by the
federal law or recognized in accordance with the international treaty of the
Russian Federation as a document identifying a foreign citizen; document issued
by a foreign state and recognized in accordance with the international treaty
of the Russian Federation as a document identifying a person without
citizenship; temporary residence permit of a person without citizenship;
permanent resident card of a person without citizenship.
After the registration the receptionist of the hotel gives
the guest a receipt, a registration card, a guest card and an electronic room
key. At check-out the guest receives an invoice with a list of the rendered
At the request of a guest and with the consent of the
receptionist invited persons may stay in the hotel from 8:00 to 23:00. If an
invited person stays in the guest’s room after 23:00, the guest shall inform
the administration about it and register this person in his room on the basis
of the passport. Invited persons shall follow hotel policies. If they fail to
do this, their stay in the hotel can be restricted or interrupted.
On the day of departure the room key shall be given to the
receptionist, after a chambermaid checks the room, the guest shall pay for
additional services of the hotel. If you inform the hotel receptionist about
you check-out time beforehand, we will do our best to make your check-out as
quick as possible.
Terms of payment
“HERMITAGE” Hotel accepts the payment
of hotel services in cash and by bank transfers.
Payment for accommodation and services provided by
“HERMITAGE” Hotel is made at the prices approved by Director General of the
hotel. Payment for accommodation shall be made in Russian rubles.
Procedure for cash payments:
in case of cash payments they are made through cash
cash as a payment for hotel services is given by the guest
to the receptionist-cashier;
the receptionist-cashier counts the money given by the guest
as a payment, checks solvency of bank notes and coins of the Bank of Russia,
then gives change and a receipt to the guest;
the guest shall count the change and check if the receipt is
correct on the spot. Otherwise, claims shall not be considered.
Payments for hotel services by bank transfers are made by
payment orders. Payment for hotel services by payment orders is made by means
of transfer of monetary funds to the current account of “HERMITAGE Hotel” LLC
on the basis of invoices issued by “HERMITAGE Hotel” LLC. The services are
considered to be paid upon receipt (crediting) of monetary funds to the current
account of “HERMITAGE Hotel” LLC.
In case of payments by bank cards, we accept chip plastic
cards Visa, MasterCard, Maestro as a payment instrument. In case of payments by
bank cards, a receipt of the electronic terminal (slip) is printed in two
originals; one of the originals is given to the guest. The guest receives a
receipt for the amount paid.
Accommodation in “HERMITAGE” Hotel is paid by days.
Payment for hotel accommodation is charged pursuant to the
uniform check-out time – from 12 pm of the current day according to local time.
If a guest stays in the hotel less than one day (24 hours),
he/she shall pay for one day accommodation regardless of the check-out time.
In case of accommodation without booking and if check-in
time and check-out time is between 00:00
AM to 12:00 PM (check-in is in the same day of check-out) the payment must be
made as payment for one day.
In case of accommodation without a reservation from 00:00 to
12:00 the payment shall be made as follows:
from 00:00 to 08:00 — payment for half a day;
from 08:00 to 12:00 — payment by hours (breakfast is paid
In case of accommodation with a guaranteed reservation from
00: 00 to 12:00 the payment shall be made as follows:
from 00:00 to 04:00 — payment for one day;
from 04:00 to 08:00 — payment for half a day (breakfast is
from 08:00 to 12:00 — payment by hours (breakfast is paid
Extension of accommodation by hours is possible only if
there are vacant rooms of the same category. Payment depends on the check-out
time and shall be made as follows:
from 12:00 to 18:00 – payment by hours;
from 18:00 to 24:00 – payment for half a day;
after 24:00 – payment for one day.
Breakfast is not included in accommodation.
Accommodation of children: at the age of 0–10 – free of
charge, without a separate bed, with parents, breakfast included. No extra beds
Final settlement with a guest, including for extra services
of the hotel, shall be made on the day of the guest’s departure. The guest
receives a receipt and an invoice with the list and prices of services rendered
by the hotel.
Payment for extra paid services (laundry, ironing, etc.)
shall be made to the receptionist-cashier;
Payment for the caused material damage shall be made to the
receptionist-cashier after preparation of the hotel property damage statement.
The statement is made in 3 originals. By payment the guest receives a receipt
and one original of the statement.
Reservations may be canceled without penalties 24 before the
arrival. In case of cancellation
after this time or no show of a guest the hotel reserves the right to receive a
payment for one day of accommodation.
Download the document in PDF format.