1.1. The Rules for the provision of hotel services and their use at the White Hills Hotel, hereinafter referred to as the "Rules", regulate the basic requirements for the use of the White Hills Hotel, hereinafter referred to as the Hotel, which operates in Ukraine in the field of providing temporary accommodation services (hotel services) to consumers, and regulate the relationship between consumers (individuals who reside in the Hotel or intend to use hotel services) and the White Hills Hotel, the provider of these services.
1.2. In its activities the Hotel is guided by the current legislation of Ukraine, including the Rules for the use of hotels and similar means of accommodation and provision of hotel services, approved by the order of the State Tourism Administration of Ukraine dated 16.03.2004 No. 19, these Rules.
1.3. In these Rules the following terms are used in the following meanings:
hotel — "White Hills Hotel", consists of rooms and provides hotel services for temporary accommodation;
consumer — a natural person who purchases, orders, uses or intends to purchase or order hotel services for his/her own needs;
customer — an individual or legal entity, including a tourism entity, which enters into a relevant agreement with the Hotel on the provision of hotel services on behalf and in favor of the Consumer and makes payment or provides guarantees for payment under this agreement;
hotel services — the Hotel's activity of accommodating the Consumer by providing a hotel room for temporary accommodation, as well as other activities related to accommodation and temporary accommodation; consist of basic and additional services provided to the Consumer in accordance with the established category of the Hotel;
basic services — services of the Hotel that are included in the room rate and provided to the Consumer in accordance with the concluded agreement;
additional services — services of the Hotel that do not belong to the Basic Services, ordered and paid for by the Consumer separately;
room — a separate furnished room of the Hotel, consisting of one or more rooms equipped for temporary accommodation;
penalties — a fine paid by the contracting party in case of violation of the requirements stipulated by the contract or applicable law;
reservation — the process of ordering by the Customer (Consumer) of Basic and/or Additional hotel services in a certain amount for the purpose of their use within the agreed terms by a particular Consumer or a group of Consumers;
confirmation of the booked services — a document of the established form (Appendix 1), which confirms the Hotel's consent to the execution of the ordered list of Basic and Additional Services in accordance with the application;
refusal to book services — refusal of the Hotel to book the Basic and/or Additional Services;
cancellation of the order — refusal of the Customer (Consumer) from the booked services;
timely cancellation of the order — the Customer's (Consumer's) refusal to use the booked services no later than 24 hours before the date of accommodation of the Consumer(s) or within the terms stipulated by the contract;
late cancellation of the order — cancellation later than 24 hours before the date of scheduled arrival or within the terms stipulated by the contract; in case of cancellation of the booked services later than 24 hours before the date of scheduled arrival or non-arrival, the Consumer / Customer shall pay a fine to the Hotel in the amount of the cost of the first night's stay in the booked room;
non-arrival — actual non-arrival of the Consumer, group of Consumers to the Hotel on the day of arrival or cancellation of the booked services less than 24 hours before the ordered (agreed) date of arrival; in case of non-arrival, the Consumer / Customer shall pay the Hotel a fine in the amount of the cost of the first night stay in the booked room;
date of arrival — the date of the Consumer's scheduled arrival at the Hotel, confirmed by the Hotel;
date of departure — the date of the Consumer's scheduled departure from the Hotel, confirmed by the Hotel;
billing hour — the hour set by the Hotel and upon which the Consumer must vacate the room on the day of the planned departure and make full payment to the Hotel for the services received; it is established that the standard billing hour at the White Hills Hotel is 12:00 Kyiv time;
check-in hour — the hour set by the Hotel and after which check-in is carried out; it is established that the standard check-in hour at the White Hills Hotel is from 14:00 Kyiv time;
early check-in — an additional service, which is paid additionally and according to which the Consumer's check-in and registration at the Hotel is carried out before the check-in hour;
guaranteed early check-in — Additional service, which provides for the Consumer's check-in and registration at the Hotel from 00:01 to 12:00 of the scheduled Check-in Date and additional payment for the service in the amount of 1 (one) night stay at the current rate or the rate under the contract. A room for guaranteed early check-in is booked 1 day before the scheduled Check-in Date according to the Consumer's order;
non-guaranteed early check-in — Additional service, according to which check-in to the Hotel takes place from 06:00 to 14:00 on the day of the scheduled arrival and is paid additionally in the amount of 50% of the cost of one night stay according to the Consumer's reservation (tariff according to the current agreement). A room for non-guaranteed Early Check-in is provided to the guest upon availability at the Hotel and readiness for check-in;
late check-out — the Consumer's departure from the Hotel after the estimated hour on the day of departure, is an additional service and is provided for an additional fee and subject to availability of rooms in the Hotel. Late check-out before 18:00 on the day of the scheduled check-out is an additional service and is paid additionally in the amount of 50% of the cost of one night's stay, which is valid on the day of the provision of this service to the Consumer, unless otherwise provided by the agreement. The service is subject to room availability. Late check-out after 18:00 on the day of the scheduled check-out is an additional service and is paid additionally in the amount of 100% of the cost of one night's stay, which is valid on the day of the provision of this service to the Consumer, unless otherwise provided by the agreement. The service is provided subject to room availability.
1.4. The Hotel is open around the clock.
1.5. The staff directly involved in the reception and service of Consumers has the appropriate professional training, speaks foreign languages to the required extent, undergoes a medical examination, the results of which are reflected in personal medical records.
1.6. The Hotel uses detergents that are authorized by the Ministry of Health of Ukraine and have a certificate of conformity.
1.7. The material and technical equipment and the minimum list of Services provided by the Hotel meet the requirements established by standards and other regulatory legal acts.
1.8. The Hotel has a logbook for the induction of employees on occupational safety and health and a logbook for the registration of occupational safety and health briefings.
2.1. The Hotel informs the Consumers of the name and location of the legal entity, the category of the Hotel and other necessary information in the consumer corner and on the Hotel's website.
2.2. The Hotel provides the Consumers with necessary, reliable, accessible and timely information about the Hotel services. The information is brought to the attention of the Consumer in an accessible visual form, is available at the reception and accommodation service of the Hotel, in the consumer corner and on the Hotel's website and contains the following:
2.3. List of Basic Services included in the room rate:
2.4. The list of Additional Services provided for a fee and the price list of these services are located in the corner of the Consumer and in each individual room.
3.1. The Hotel has the right to conclude an agreement with the Customer (Consumer) for the Reservation of rooms (places) by signing it by both parties, as well as by accepting the application for the Reservation by postal, telephone or other communication (e-mail, including facsimile), which allows to reliably establish the ownership of the application of the Consumer or the Customer. The Agreement shall be considered concluded only in case of written acceptance by the Hotel of the application for Booking sent to it and the parties reach an agreement in the agreed form on all essential terms.
3.2. Reservation of a room in the Hotel is guaranteed - until 18:00 (cancellation time) on the day of the ordered arrival or in case of 100% prepayment of the ordered services. The reservation may be canceled after 18:00 if the services have not been prepaid or the guest has not contacted the Hotel to guarantee his/her reservation for a longer period.
3.3. The Agreement for the provision of Basic Hotel Services may be concluded by the Customer in favor of the Consumer on behalf of the latter.
3.4. The Hotel has the right to apply free prices and tariffs, as well as a system of discounts for all Services provided, except for those subject to state regulation of prices and tariffs.
3.5. The room rate and the cost of Additional Services are set by the Hotel independently, the form of payment is determined by the agreement between the Consumer/Customer and the Hotel. The Hotel applies a daily payment for Hotel services, taking into account the hour of arrival and departure. The Hotel determines the list of Basic Services included in the room rate.
3.6. The agreement on the provision of basic hotel services with the Consumer is considered concluded after the execution of documents for accommodation (signing the completed guest registration card) and is certified by a settlement receipt or other settlement document confirming the conclusion of the agreement.
3.7. The agreement on the provision of Hotel services may be concluded for a fixed or indefinite period. When concluding an agreement for an indefinite period, the shortest period, usually one day, is considered to be agreed; in this case, the agreement expires at 12:00 on the day following the day of arrival of the Consumer.
3.8. The fee for the provision of Hotel services is charged in accordance with a single billing hour - 12:00 (12:00) of the current day Kyiv time.
The Hotel has set the following check-in and check-out hours:
- check-in hour - at 14:00 Kyiv time;
- check-out hour (check-out time) - at 12:00 Kyiv time.
When staying at the Hotel for less than one calendar day, the Hotel shall charge a fee for the provision of Hotel services for one full day, taking into account the settlement hour established by the Hotel.
When registering and accommodating the Consumer from 00:00 of the current day and staying at the Hotel for less than one calendar day, the settlement hour is 12:00 of the current day and the daily cost of accommodation is charged according to the current tariffs.
3.9. When children under the age of five years are accommodated with their parents in the same room, without providing a separate bed, the children are not charged for accommodation (except for services not included in the room rate).
3.10. Refunds for unused Services are made in the following order:
- the Administrator receives from the Consumer(s) preliminary settlement documents confirming payment for the Hotel services by the Consumer(s) as a prepayment, upon presentation of a passport or other identity document;
- The Consumer fills in the "Application for the return of unused funds" addressed to the Hotel management, which is the official basis for the refund;
- the Administrator shall refund the Consumer in the amount of unused Services, according to the type of payment that was used for the preliminary payment for the Services;
- The Consumer receives payment documents for the Services actually received.
3.11. If the Consumer refuses to be accommodated on the day of arrival within one hour after registration in the Hotel's system, as well as if there are no signs of using the bathroom and bed, the Hotel shall refund the full amount of the paid funds. If the Consumer uses the room or contacts the Hotel administration to cancel the room later than one hour after registration in the Hotel system or if there are any signs of using the room, no refund for the first night of stay shall be made.
3.12. The Hotel allows accommodation with pets subject to certain restrictions imposed by their Owners:
3.12.1. For Consumers with dogs and cats:
- when checking in, the guest (owner of the animal) must have a passport of the animal, which he/she presents to the Hotel administrator;
- the weight of the animal does not exceed 6 kg;
- the height of the animal at the withers does not exceed 30 cm;
- the animal has a leash and moves around the Hotel exclusively with its use, and small animals - in the hands of the owner;
- larger dogs have a muzzle and move around the Hotel in it;
- walking dogs and other animals is prohibited on the territory of the Hotel and the area adjacent to it;
3.12.2. Consumers staying at the Hotel with animals:
- are fully responsible for the actions of their animal;
- independently provide food for the animal and other things necessary for its stay;
- are responsible for damage caused by their animal to the property of the Hotel, Hotel staff or other guests of the Hotel, visitors to public areas, etc;
- are obliged to pay the cost of additional cleaning, according to the current price list, if the animal's stay caused damage to the Hotel's property.
4.1. A room in the Hotel is provided to the Consumer upon presentation of a passport or other identity document (passport of a citizen of Ukraine, passport of a citizen of Ukraine for traveling abroad, diplomatic or service passport, seafarer's identity card, residence permit for a person who lives in Ukraine but is not a citizen of Ukraine, national passport of a foreigner or a document replacing it, and a visa for the right to stay in Ukraine (unless otherwise provided by applicable bilateral agreements), birth certificate of minors under 16 years of age, driver's license, for military personnel - personal identity card or military ID, certificate issued at the place of work of the consumer, etc. ), and a completed registration card. The Hotel is obliged to provide benefits to those categories of Consumers for whom such benefits are provided, in accordance with the procedure and on the terms and conditions determined by the current legislation of Ukraine.
After completing the documents for staying at the Hotel and paying for the Hotel services, the Consumer is issued a document of payment for the Services and a room key card. In case of loss of the key card by the Consumer, the latter shall pay the cost of the lost card according to the price list.
4.2. The Consumer has the right to terminate the contract for the provision of Hotel services at any time, provided that the services actually provided by the Hotel are paid for. The procedure for terminating the contract for the provision of hotel services with the customer is determined by the contract and the current legislation of Ukraine.
4.3. The Hotel has the right to terminate the contract (to evict) in the following cases
- if the Consumer violates these Rules;
- fails to pay, untimely and/or not in full the debt for the received Hotel services, including in case of long-term stay (more than 7 calendar days);
- if the Consumer violates public order and/or creates inconvenience for other guests of the Hotel or offends the honor and dignity of other guests and staff by his/her behavior;
- if the Consumer or the Consumer's guests during their stay at the Hotel cause damage to the property of the Hotel, which leads to material damage;
- if the Consumer violates the silence from 22:00 to 07:00 hours.
In this case, after deducting the amount that covers the material damage caused by the visitor and (or) fines provided for in these Rules, the balance of the previously paid payment is returned to the visitor.
4.4. The Hotel has the right to refuse to accommodate in the following cases:
- the Consumer has no documents, the documents are invalid or expired, there is a suspicion that the documents are fake;
- the visitor has an untidy, dirty appearance, is intoxicated, behaves inappropriately or aggressively;
- the visitor refuses to comply with the internal Rules of the Hotel;
- the visitor is included in the list of undesirable visitors;
- The Consumer is included in the list of unwanted guests of the Hotel;
- in other cases provided for by the legislation of Ukraine.
In disputable cases, the issue shall be resolved by the Hotel administration.
4.5. The Hotel keeps a record of unwanted guests. It includes Consumers who previously resided in the Hotel, violated these Rules and/or were forcibly evicted.
4.6. Without the consent of the Consumer/Customer, the Hotel has no right to provide Additional Services that are not included in the contract. The Consumer/Customer has the right to refuse to pay for such Services, and in case of payment, the Hotel is obliged to refund the amount paid.
4.7. The Hotel shall provide round-the-clock registration of consumers arriving and departing from the Hotel.
4.8. In the catering, communication and consumer services establishments (enterprises) located in the Complex, the persons residing in the Hotel have the right to be served in the first place.
4.9. The Hotel ensures the completeness and serviceability of the equipment in the room, as well as the quality of preparation of the room for check-in.
4.10. The Hotel is responsible for the safety of things brought to the Hotel by the Consumer who resides there. An item is considered to be brought to the Hotel if it is handed over to the Hotel staff for storage or is located in the room designated for the Consumer.
The Hotel shall be liable for the loss of money, other valuables (securities, jewelry) only if they have been separately transferred to the Hotel for storage during the period of the Consumer's registered and paid accommodation.
In case of loss or damage to the item(s), the Consumer shall immediately notify the Hotel in writing.
If the Consumer does not submit his/her claims to the Hotel before the end of the stay, it is considered that his/her belongings have not been lost or damaged.
4.11. In case of discovery of forgotten things, the Hotel is obliged to immediately notify the owner of the things (provided that their owner is known).
Forgotten things are stored at the Hotel for 6 (six) months, after which they are transferred to the relevant state authorities for sale or destroyed, which is documented in the prescribed form.
4.12. The Hotel reserves the right to conduct video surveillance in public areas (including the lobby, hall, corridor, swimming pool, gym) in order to ensure the safety of Consumers, visitors (guests) and employees of the Hotel. All information is registered and recorded on digital media and stored. By signing the guest registration card, the Consumer takes into account and does not object to the fact that video surveillance systems are used in the Hotel premises (except for rooms and toilet cubicles).
4.13. According to the Law of Ukraine "On Protection of Personal Data" dated 01.06.2010 No. 2297-VI, the Hotel is the owner of a personal data base. By signing the guest registration card, the Consumer agrees to the processing of his personal data and confirms that he has been notified of his rights in accordance with Article 8 of the Law of Ukraine "On Personal Data Protection".
4.14. The Consumer is obliged to:
- comply with the Rules for the use of hotels and similar means of accommodation and provision of hotel services, and these Rules;
- comply with the rules of fire safety, cleanliness in the room and common areas;
- not to make noise in excess of the permissible norms;
- close the room when leaving the room;
- reimburse losses in case of loss or damage to the Hotel's property in accordance with the current legislation of Ukraine.
4.15. In order to ensure public order, personal safety of the guests, and property safety, the Hotel has established measures that are mandatory for all employees, guests and visitors, namely
- visitors (unregistered guests of the Hotel) are allowed to stay in the rooms at the personal invitation of the guests only with the permission of the Hotel administration from 08:00 to 23:00;
- Visiting guests and staying in the room after 23:00 is allowed subject to their registration and check-in, familiarization with these Rules and payment according to the "Tariff for extra bed";
- the Hotel staff, if necessary, has the right to check the supporting documents of the invited persons;
- it is not recommended to invite strangers to the room, give the room key to unregistered persons and leave visitors alone in the room. The guest is solely responsible for the actions and consequences of the actions of the persons invited to his/her room. The Hotel Administration is not responsible for the Consumer's/Customer's belongings in case of an unauthorized person's stay in the room;
- storage of bulky items, explosive, poisonous, fire hazardous substances in the rooms of the Hotel and on its territory, as well as the import and use of personal electrical appliances, except for those that were taken from the Hotel for temporary use, is strictly prohibited;
- shooting, including with pneumatic weapons, fireworks, making fires in the Hotel - is strictly prohibited;
- in order to prevent food and alcohol poisoning, it is prohibited for the Consumer to store and consume food, food products, alcoholic and non-alcoholic beverages in the Hotel and on its territory, except for those purchased in the restaurant and lobby bar located in the Hotel;
- smoking is prohibited in the rooms and throughout the Hotel, except in places specially designated for smoking.
4.16. The Hotel administration reserves the right to visit the room without the Consumer's consent in case of smoke, fire, flooding in the room, other emergencies, as well as in case of violation of these Rules and general order by the Consumer, violation of the rules for the use of household appliances.
In case of detection of electrical appliances that are not included in the room or candles, the administration has the right to withdraw such items without the consent of the resident and return them to the latter upon departure from the Hotel.
The relevant employees of the Hotel have the right to visit the Consumer's room (room) in case of his/her absence to perform their official duties.
4.17. The Hotel administration reserves the right to replace the room provided to the Consumer in the following cases: the need to carry out urgent repairs, sanitary and epidemiological or other measures aimed at eliminating the causes that pose a threat to the life and/or health of residents and guests or the Hotel building. In such cases, the Consumer shall be provided with a replacement room of the same category as the one ordered and paid for and for the same period of stay.
4.18. The Hotel administration reserves the right, upon expiration of the period of stay paid by the Consumer, according to the concluded agreement for the provision of basic hotel services, in the absence of a written request from the Consumer for an extension of the period of stay and payment for such an extension, to vacate the room in the absence of the Consumer and move his belongings to the luggage storage room. The Consumer shall be informed of such actions, provided that the Hotel has been provided by the Consumer during the registration with contact information (phone number) for feedback.
5.1. The Hotel is obliged to ensure the quality provision of Hotel services in accordance with the requirements of the current legislation of Ukraine, the Rules for the use of hotels and similar means of accommodation and the provision of hotel services under these Rules and the Agreement.
5.2. In case of non-fulfillment of contractual obligations related to the provision of Hotel services in whole or in part, the guilty party shall reimburse the other party for the losses caused by this.
5.3. In case of impossibility (refusal) to fulfill the terms of the previously concluded agreement with the Consumer/Customer on the provision of Hotel services, the Hotel is obliged, at the request of the Consumer, to provide accommodation of the Consumer in another hotel located in the area that provides services of equal or higher quality. Additional costs incurred in this regard shall be covered by the Hotel.
5.4. The Consumer, in case of detection of defects in the provided service or inconsistency of the service with the assigned category of the Hotel, has the right to demand, at his/her option
- Elimination of deficiencies free of charge and within a specified period of time;
- appropriate reduction of the price for the service provided.
In case of any claims to the quality of the Services provided by the Hotel, the Consumer shall resolve all disputes and disagreements with the authorized representative of the Hotel (the Hotel manager or other authorized person). If the identified discrepancies cannot be resolved on the spot by the Hotel's representative together with the Consumer making the claim, a protocol shall be drawn up with a detailed description of the nature of the claim and the measures necessary to resolve them. The said protocol shall be drawn up in duplicate and must be signed by an authorized representative of the Hotel and the Consumer. Claims of the Consumer that have not been notified to the Hotel and are not properly executed are considered unfounded.
The Hotel accepts, considers and eliminates claims and complaints only during the Consumer's stay at the Hotel. After the Consumer leaves the Hotel, claims and complaints are not considered.
The Hotel must take measures to eliminate the deficiencies of the service provided within one hour from the moment the Consumer submits the relevant request.
The Consumer has the right to terminate the contract for the provision of hotel services and, in accordance with the current legislation of Ukraine, to demand documented compensation for damages if the Hotel has not eliminated the deficiencies within the established time limit.
The money paid by the Consumer for the Services shall be refunded on the day of termination of the agreement or at another time as agreed with him/her, but not later than 7 (seven) days from the date of the relevant request.
5.5. In accordance with the current legislation of Ukraine, the Hotel shall be liable for damage caused to the life, health or property of the Consumer that has arisen through the fault of the Hotel due to deficiencies in the provision of Services. The procedure and amount of compensation shall be determined in accordance with the current legislation of Ukraine.
The Hotel shall not be liable for defects in the Services provided if it proves that they arose through the fault of the Consumer/visitor (guests of the Consumer/visitor) or as a result of force majeure.
5.6. Compensation for losses incurred by the Consumer in connection with the loss or damage to the property of the Hotel shall be made in accordance with the current legislation of Ukraine.
6.1. The control over the Hotel's compliance with these Rules shall be exercised by local state administrations, local self-government bodies, the central executive body for tourism and other central executive bodies within their competence.
6.2. The Hotel shall be liable for violation of sanitary requirements or provision of hotel services that do not meet the requirements of regulatory documents regarding safety for life, health and property of consumers and the environment in accordance with the current legislation of Ukraine.
6.3. The Hotel is obliged to monitor the compliance of its staff with these Rules. In case of violation of the Rules, the perpetrators shall be liable in accordance with the current legislation of Ukraine.
ADMINISTRATION OF THE "WHITE HILLS HOTEL"