Documents

I. General Provisions

1. These Rules of Stay are developed in accordance with the Rules for the Provision of Hotel Services in the Russian Federation, approved by the Decree of the Government of the Russian Federation dated November 18, 2020 No. 1853, Moscow, “On Approval of the Rules for the Provision of Hotel Services in the Russian Federation”, and the Law of the Russian Federation dated February 7, 1992 No. 2300-I “On Protection of Consumer Rights”.

2. These Rules regulate the relationship between consumers, i.e., individuals intending to order or purchase, or who are ordering, purchasing and/or using hotel services exclusively for personal or other needs not related to business activities; customers — individuals (legal entities) intending to order or purchase, or who are ordering or purchasing hotel services under a hotel service agreement for the benefit of the consumer; and the Executor — the “GRINN” Hotel Complex (hereinafter — Hotel Complex), located at 4 Kromskoye Shosse, Orel.

3. The Hotel Complex includes: “GRINN” Hotel 5 stars (Building I), “GRINN” Hotel Business Class 3 stars (Building II), and the “Orlovskoye Pomestye” Eco-Hotel 3 stars.
   The room stock of the 5-star “GRINN” Hotel includes the following categories: “Presidential Suite”, “Suite”, “Luxury”, “Category 1 SINGLE”, “Category 1 TWIN”.
   The room stock of the 3-star “GRINN” Business Class Hotel includes: “Category 1 SINGLE”, “Category 1 TWIN”.
   The room stock of the 3-star “Orlovskoye Pomestye” Eco-Hotel includes: “Category 1 SINGLE” /27 m²/, “Category 1 SINGLE” /32 m²/, “Category 1 TWIN” /32 m²/.

II. Booking the Hotel Complex

2.1. Booking at the Hotel Complex is made by written request via email, fax, telephone, on the official website www.hotelgrinn.ru, or through third-party booking systems/tour operators that have contractual relations with the Hotel Complex.

2.2. Booking at the Hotel Complex is confirmed by sending a booking confirmation via email, fax, or by providing the booking number over the phone.

2.3. A guest may choose to book a room in the Hotel Complex by paying in advance (guaranteed booking, see 2.6) or without payment (non-guaranteed booking, see 2.4).

2.4. Non-guaranteed booking is a booking where the Hotel Complex holds the reservation until 18:00 local time on the scheduled day of arrival. If the guest does not arrive by 18:00, the booking is automatically canceled. The Hotel Complex’s obligations for accommodation cease, and the guest may be accommodated based on availability.

2.5. For non-guaranteed bookings, the first payment is made by the guest upon arrival at the front desk. Non-guaranteed booking occurs after the guest receives booking confirmation from the Hotel Complex with no financial guarantee required. The confirmation must include the booking number, check-in terms, and a cost breakdown of the accommodation.

2.6. No financial obligations arise between the Hotel Complex and the guest in the case of non-guaranteed booking.

2.7. Guaranteed booking is a reservation where the Hotel Complex holds the room until the checkout time of the day following the scheduled arrival date. If there is a late cancellation, delay, or no-show, a fee is charged for the actual room downtime, but not more than one night. In case of a delay of more than one day, the contract is terminated.

2.8. Guaranteed booking creates full legal obligations between the Hotel Complex and the guest. Booking is guaranteed by prepayment of at least the first night. Payment is made after the Hotel Complex sends a booking confirmation.

2.9. Prepayment for guaranteed booking can be made by bank transfer, credit card, or any other cashless or cash payment method. The payment is considered complete when funds are received in the Hotel Complex’s account three days prior to arrival. If payment is not received on time, the booking is considered canceled, with additional notification.

2.10. The consumer (customer) has the right to cancel the reservation by notifying the Hotel Complex at least one day before the arrival date via written cancellation sent by email, fax, or by informing by phone.

2.11. The consumer has the right to unilaterally terminate the contract at any time, provided that the executor is compensated for actual expenses incurred.

2.12. The Hotel Complex has the right to unilaterally terminate the contract in cases provided for by current legislation of the Russian Federation.

III. Check-in Procedure and Service Provision

3.1. The Hotel Complex has the right to conclude contracts for the provision of hotel services with legal and physical entities.

3.2. The hotel service agreement is concluded upon presentation of a valid identity document by the consumer, including:

• a passport of a citizen of the Russian Federation;

• a USSR passport valid until replaced by a Russian Federation passport;

• a birth certificate — for individuals under 14 years old.

Minors under the age of 14 may check in only when accompanied by parents (adoptive parents, guardians) or an accompanying person with written consent from a legal representative and birth certificates.

Minors aged 14 and older may check in without legal representatives present if they have valid identity documents and written consent from a legal representative.

Also accepted:

• a foreign passport of a citizen of the Russian Federation;

• a temporary identity card of a citizen of the Russian Federation;

• a passport of a foreign citizen or other documents recognized under international agreements;

• a document issued by a foreign state for stateless persons;

• a temporary residence permit for stateless persons;

• a residence permit for stateless persons.

3.3. Upon check-in, the guest must sign the registration card and read the fire safety instructions, the Rules of Stay at the “GRINN” Hotel Complex, and the evacuation plan located in the room.

3.4. Guests are accommodated for the period indicated in the reservation, not exceeding 180 days. For foreign nationals, this period is limited to the validity of the visa or migration card.

3.5. Check-out time is 12:00 PM Moscow time. Check-in begins at 2:00 PM Moscow time. Early check-in between 12:00 PM and 2:00 PM is allowed free of charge if a room of the reserved category is available and ready.

3.6. Subject to availability, a double room may be provided for single occupancy at the full room rate.

3.7. The total number of guests staying in a room must not exceed the number of beds.

3.8. An extra bed can be provided upon agreement with the Hotel Complex and is charged according to the current price list approved by the branch director of JSC “GRINN Corporation”.

3.9. For guaranteed bookings, if the guest arrives before check-out time (00:00 to 12:00), accommodation is billed from the previous night.

3.10. For non-guaranteed bookings or walk-in guests after 00:00, accommodation is only provided based on room availability. In such cases, payment is charged for half a day.

3.11. For walk-in guests checking in after 00:00 and checking out after 12:00 but before 23:59 on the same calendar date, a full day’s rate applies.

3.12. In case of delayed check-out, charges are as follows:

• up to 6 hours — hourly rate;

• from 6 to 12 hours — half-day rate;

• from 12 to 24 hours — full-day rate.

3.13. Visitors are allowed only with mutual consent between the Hotel Complex and the guest. Visitors are allowed between 08:00 and 23:00, with a maximum of 5 persons per room, and must be registered at the front desk upon presenting an identity document. If a visitor stays after 23:00, they must be registered and a charge for an extra bed applies.

IV. Payment for Accommodation and Services

4.1. Payment for accommodation is charged from 2:00 PM on the day of arrival to 12:00 PM of the following day, Moscow time.

4.2. Payment for services is made according to the current price list approved by the director of the branch of JSC “GRINN Corporation”.

4.3. Payment for accommodation and services provided by the Hotel Complex may be made in cash, by credit card, or by bank transfer in rubles.

4.4. Accommodation is paid for in advance for the entire booked period. The Hotel Complex does not offer credit-based accommodation.

4.5. Children under 7 years old staying in the same room with parents without an extra bed and without meals are accommodated free of charge. If an extra bed is provided to children under 14, a fee is charged according to the Hotel Complex’s current price list. Children aged 14 and over are accommodated only in regular beds.

4.6. The Hotel Complex offers additional services upon guest request for a fee, according to the price list for extra services (available in the guest information folder in each room).

4.7. Upon check-out, the guest must make a final payment for all hotel and additional services and return the electronic key to the front desk. A fiscal receipt with a printed breakdown is issued upon final settlement.

V. Rights and Responsibilities of Guests

5.1. The following guests are entitled to priority service at the Hotel Complex:

• Heroes of the Russian Federation and the Soviet Union, full holders of the Order of Glory;

• Disabled individuals from childhood, Group 1 disabled persons, and one accompanying person;

• Prosecutors, law enforcement officers, judiciary personnel, tax service staff, and federal courier communication and information employees (while on official duty);

• Contracted military personnel on official assignment, upon presentation of travel orders (in accordance with Article 20, Clause 6 of the Federal Law of the Russian Federation “On the Status of Military Personnel” No. 76-FZ of May 27, 1998);

• Veterans and disabled participants of the Great Patriotic War;

• Other categories of citizens entitled to priority service as per Russian legislation.

5.2. No other preferential service is provided to the above categories beyond priority.

5.3. The guest is obligated to:

• Follow the Rules of Stay and payment procedures established by the Hotel Complex;

• Maintain cleanliness, treat property and equipment with care;

• Compensate for loss or damage to property in accordance with Russian law. Damages are assessed based on the current price list on the date the damage is discovered. An act is drawn up in two copies;

• Not disturb other guests, maintain order in rooms and public areas;

• Avoid causing damage to electrical, plumbing, heating, or other technical systems;

• Immediately vacate the room if diagnosed or suspected of having an infectious disease (as per Article 33 of Federal Law No. 52 “On the Sanitary and Epidemiological Welfare of the Population” of March 30, 1999);

• Strictly follow fire safety rules to prevent fire hazards;

• Timely and fully pay for long-distance and international calls, and any other additional services not included in the room rate. Failure to pay will result in suspension of services until full payment is received;

• Turn off taps, lights, appliances, and close windows and doors when leaving the room;

• Fully settle all outstanding charges and return the room key at check-out.

5.4. Guests acknowledge and consent to video surveillance in public areas of the Hotel Complex (excluding rooms and restrooms) for safety purposes.

5.5. If the guest identifies any service shortcomings, they may demand free rectification. The guest may terminate the contract if significant shortcomings are discovered.

5.6. The following are strictly prohibited in the Hotel Complex:

• Leaving unauthorized persons in the room or handing over the room key to them;

• Storing bulky items, flammable substances, weapons, chemicals, radioactive or explosive materials, or mercury;

• Guests with the legal right to carry weapons must present documentation upon request;

• Storing or using fireworks or pyrotechnics;

• Using personal electric heating devices;

• Smoking in rooms and on the premises;

• Rearranging furniture in the room;

• Disturbing other guests after 23:00;

• Staying with an infectious disease or suspected illness;

• Keeping animals, birds, reptiles, insects, etc., without prior approval from the Hotel Complex.

If any of the above rules are violated, the Hotel Complex reserves the right to terminate services unilaterally.

5.7. With the Hotel Complex’s consent and subject to additional payment, pets may be allowed in rooms under established rules.

VI. Rights and Responsibilities of the Hotel Complex

6.1. The Hotel Complex must display the following information in an easily accessible location and provide it to guests upon request: Rules of Stay, room rates, information on food service facilities, communication services, household services, business center operations, and information about the parent company.

6.2. Upon check-in, the Hotel Complex must inform guests about available main and additional services, the form and method of payment, and provide additional paid services as per the approved price list.

6.3. The Hotel Complex may refuse accommodation to guests who are heavily intoxicated by alcohol or drugs unless they provide official documentation proving otherwise.

6.4. The Hotel Complex reserves the right to refuse accommodation to a guest who behaves rudely or inappropriately toward staff or other guests, or who repeatedly (more than twice) violates the Rules of Stay. In such cases, payment must be made in accordance with established procedures.

6.5. The Hotel Complex must provide each room with information about the Rules of Stay, fire safety regulations, and rules for using electrical appliances.

6.6. The Hotel Complex is responsible for the safety of guests’ belongings in accordance with the legislation of the Russian Federation.

6.7. The Hotel Complex is not responsible for loss of money, valuables, securities, credit and phone cards, jewelry, and other valuables not deposited for safekeeping.

6.8. If forgotten items are found, the Hotel Complex will notify the owner. Found items are stored for six months. Valuables and large sums of money are stored for up to one year from the date an official Lost & Found Act is issued.

6.9. The Hotel Complex is not responsible for guests’ health in case of consumption of food or beverages purchased outside the Hotel Complex.

6.10. The Hotel Complex reserves the right to enter rooms without guest consent in case of smoke, fire, flooding, or violations of the Rules of Stay, public order, or use of household appliances.

6.11. The Hotel Complex ensures full compliance of its services with sanitary, epidemiological, and other legal regulations.

6.12. The Hotel Complex ensures the confidentiality of guest information.

6.13. The Hotel Complex undertakes to promptly respond to guest requests regarding inconvenience or equipment malfunctions in the rooms.

VII. Dispute Resolution Procedure

7.1. The Guestbook for comments and suggestions is available at the front desk and provided upon guest request. Claims and complaints are reviewed no later than 10 calendar days from the date of submission.

7.2. In the event of any disputes concerning the quality of service, both parties must make efforts to resolve the issue on-site. If the issue cannot be resolved immediately, the guest must submit a written complaint. Failure to submit such a document may serve as grounds for a full or partial rejection of the claim.

7.3. If the issue cannot be resolved on-site, an Act is drawn up and signed by the guest and an authorized representative of the Hotel Complex in two copies, detailing all identified issues.

7.4. If the administration of the Hotel Complex is unable to resolve the issue on-site, and an Act of Identified Violations has been drawn up, the guest has the right to submit a formal complaint within 14 days of discovering the issue.