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What are the hotel opening hours?
We work 24 hours a day.

Is there a specific time for check-in at the hotel?
The check-out time at Smart Hotel KDO is determined by the moment the stay begins (the moment the room keys are actually received). You can book a room for 6, 12, 24 hours.
At Smart Hotel NEO, checkout time starts at 14:00. Payment is made for a full checkout day in accordance with the established check-in time and checkout time.

How can I make changes to my reservation?
If you made a reservation on the official website of the hotel or applied for a reservation by phone, you can make changes:
by phone 8(800)600-68-10 or by email, indicating the confirmation number, full name and date of arrival.
If you made a reservation through other electronic booking channels, you can only make changes there.

How can I cancel my reservation?
You can cancel your reservation by sending a request to

Is group accommodation possible in the Smart Hotel chain?
Yes, they are possible. Special conditions apply for group accommodation; for this you need to send a free form request to e-mail: or call the hotline at 8 (800) 600-68-10

Are the necessary reporting documentation issued?
When paying at the hotel (by card or cash), the guest is given an original receipt; upon request, the following is issued: an invoice, a certificate of accommodation on the hotel’s letterhead with a stamp.
When paying on the hotel website, the guest receives an electronic receipt to the specified email. Upon request, the hotel issues: an invoice, a certificate of accommodation on the hotel's letterhead with a stamp.
If you paid through the booking site, all documents are provided by the aggregator site.
For legal entities:
You can also receive the invoice and certificates by mail. Phys. Certificates are not provided to persons.
Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of November 18, 2020 N 1853, do not contain rules obliging the preparation of Work Completion Certificates when providing hotel services.

Is it possible for two people to move in with one passport? Why do you need the original document?
No, two or more people cannot move in with one passport. Check-in is possible only if the guest presents an original identification document, the list of which is strictly regulated by law: for Russian citizens under 14 years of age, a birth certificate, then the original Russian passport.

What should I do if my passport is being replaced and I want to check into a hotel?
The law allows check-in at a hotel with a temporary certificate (a document of strict reporting form 2P with a photograph and 2 round stamps, indicating full passport data).

Which Russian citizen can use a foreign passport when checking into a hotel?
A passport identifying a Russian citizen abroad is presented only by a citizen of the Russian Federation who permanently resides in the territory of a foreign state.

Do you allow pets?
Animals that are allowed to live with include only small dogs of non-fighting breeds, weighing up to 5 kilograms.
There is an additional charge for staying with pets at Smart Hotel KDO/ NEO - 500 rubles.
The cost of living for one animal at Smart Hotel NEO Moskovsky is 1000 rubles.
Accommodation with other animals is not allowed.

How far is the hotel from the train station?
All Smart Hotels are located in or near the railway station.

What payment methods are available at the hotel?
•    In all hotels of the Smart Hotel chain you can pay in cash or with a bank card of the following payment systems: Visa, MasterCard, MIR.
•    Payment on the website.
•    For legal entities, non-cash payments are possible.
Didn't find the answer to your question? Please call us: 8(800)600-68-10

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