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Hotelchain rules

Accommodation rules

  1. Your room in Smart Hotel NEO will be ready on the day of your arrival from 2.00 p.m. onwards. Check-out time: 12.00 p.m.
  2. Check-out time in Smart Hotel KDO / Smart Hotel is determined by the moment of the beginning of the stay (the moment of actual receipt of the room keys).
  3. Payment in Smart Hotel NEO is charged per day of stay according to the estimated time. Payment at Smart Hotel KDO / Smart Hotel is charged according to the selected rate.
  4. For stays of less than a day at Smart Hotel NEO, payment is made for a full settlement day in accordance with the set check-in time and check-out time.
  5. For stays of less than the paid rate for 6, 12, 24 hours in Smart Hotel KDO / Smart Hotel - money is not refunded. Payment is made for the full estimated rate. The paid rate cannot be changed.
  6. In case of early departure due to a reduction in the length of stay at the hotel compared to the booked period of stay, the Guest undertakes to notify the hotel of such a reduction in the length of stay, as well as pay to make a payment for the actual hotel services provided.
  7. Room rate includes value added taxes.
  8. A hotel room is provided to the Guest upon presentation of the original passport of a citizen of the Russian Federation or a passport of a foreign citizen with a valid migration card / visa, as well as filling out and signing the Guest's registration card. Citizens of foreign countries must first check the possibility of accommodation with the hotel staff.
  9. Stay of citizens with children under 3 years old with the possibility of feeding and changing their clothes without providing a bed for a period of one hour to 3 (three) hours (the service applies to one adult and one or more children under the age of 3 years). This feature is not available in some hotels. Information must be specified in the rules of the hotel of interest.
  10. The conditions for accommodation of disabled children and their accompanying persons must be specified in the rules of the hotel you are interested in.
  11. A guest who has not paid for accommodation is obliged to vacate the room or is subject to forced eviction.

Resort fee

As a general rule, a resort fee is charged to individuals who have reached the age of majority and who stay in accommodation facilities (hotels, hotels, etc.) for more than 24 hours (Article 6 of the Federal Law of July 29, 2017 N 214-FZ).
A resort fee will be charged for each day you are actually staying at the property. In this case, the day of arrival is not taken into account (Part 1, Article 8 of the Federal Law of July 29, 2017 N 214-FZ).
In Tuapse from 01/01/2024 - in the amount of 30 rubles. per day per person (not counting the day of arrival)
In St. Petersburg from 01/04/2024 - in the amount of 100 rubles. per day per person

List of persons exempt from paying the resort fee (Part 1, Article 7 of Federal Law No. 214-FZ of July 29, 2017):
•    disabled people of groups I and II;
•    persons accompanying group I disabled people and disabled children;
•    low-income families whose average per capita income is below the subsistence level established in the constituent entity of the Russian Federation at their place of residence;
•    persons under the age of 24 studying full-time in educational institutions located in the experiment territory;
•    persons permanently working in the experimental territory on the basis of an employment contract or service contract;
•    persons residing in the experiment territory;
•    persons who own residential buildings (shares in them) and/or residential premises (shares in them) on the territory of the experiment;
•    persons who arrived in the experiment territory to receive specialized (including high-tech) medical care or medical rehabilitation after the provision of specialized (including high-tech) medical care in the conditions of sanatorium-resort organizations, as well as the person accompanying them if the patient is child under 18 years of age.
The right to exemption from paying a resort fee must be documented; you must present the original document giving the right to the benefit, or a duly certified copy of it.

The procedure for calculating, paying and transferring resort fees

1. The amount of the resort fee payable is calculated as the product of the number of days the resort fee payer actually stays at the accommodation facility, excluding the day of arrival, and the corresponding amount of the resort fee. However, the amount of the resort fee payable is not included in the cost of your stay.
2. Resort fee will be charged upon check-in.

Extra charge

  1. Children under 5 years inclusive are accommodated free of charge in one room with parents without extra bed. For accommodation of children over 5 years, adults and for the extra bed in the room for children under 5 years an additional fee is charged in the room according to the hotel price list.
  2. The guest has the right to invite 1 visitor to his room from 07:00 to 23:00 when purchasing the entire room. If the visitor remains in the room after 23:00, he must register and pay for the accommodation service according to the hotel price list. Accommodation of visitors is subject to availability


  3. The Guest is obliged to compensate the damage to the hotel in case of loss or damage to the property of the hotel, and is also responsible for the violation, caused by invited persons (visitors). The damage is determined by the hotel administration.

No smoking

  1. Smoking of tobacco products, electronic cigarettes and hookahs in the rooms and throughout the hotel (corridors, halls, elevators, restaurant, etc.) is not allowed.
  2. Smoking is allowed only in a designated area.
  3. The guest is obliged to comply with the provisions of the Federal Law of 23.02.2013 N 15-FZ “About protection of citizens' health from the effects of second hand tobacco smoke and the consequences of tobacco consumption.”

Early check-in / Late check-out

  1. In Smart Hotel NEO early check-in from 12.00 a.m. to 02.00 p.m. is paid additionally at the rate of 50% cost of the stay.
  2. In Smart Hotel NEO late check-out from 01.00 p.m. to 11.00 p.m. is paid additionally at 10% cost of the stay per 1 hour.
  3. In case of late check-out or room renewal when staying at Smart Hotel KDO / Smart Hotel (6/12/24 hours rates), an additional payment is charged equal to 6/12/24 hours, depending on the number of hours of stay in excess of the established rate. 
    Accrual is made starting from 10 minutes following the end of the previous period.

Terms of payment

  1. Accommodation is payable during check-in or before check-in.
  2. By reservation confirmation Guest accepts and agrees with the above-mentioned conditions, including cancellation procedure and no show rules.
  3. All prices are in RUB. Payment is due in RUB. We accept payment by cash, by bank transfer or bank cards.

Non-guaranteed booking will be canceled in case of no arrival within the time specified by the rules of each particular hotel.

Guaranteed booking - prepaid booking for the first day or for the entire period of stay. The prepayment can be refunded in accordance with the rules of the hotel.


  1. Cancellation earlier than 24 hours before arrival at the hotel (check-in date) is free of charge.
  2. You can cancel your reservation by sending an email request
  3. In case of cancellation less than 24 hours before arrival at the hotel (check-in date) or in case of no-show, the prepayment amount for the first day will not be refunded and is considered compensation for downtime.
  4. In case of a reduction in the length of stay less than 24 hours before departure, a refund is made for services not actually rendered, taking into account the deduction of expenses incurred in the amount of the daily tariff (simple) in accordance with Article 32 of the Law "On Consumer Protection".
  5. Non-guaranteed (unpaid) reservations are automatically canceled 2 hours after the expected check-in time.

It is prohibited in the hotel

  1. Carry and store in the hotel (room) substances, materials and things that are unsafe for life.
  2. Leave unauthorized persons in the room (persons who did not fill out and did not sign the Guest Registration Card), and also give them the room key.
  3. Use electric heating appliances, not included in room equipment.
  4. Use hotel and room equipment for other purposes.
  5. Make noise and disturb hotel guests.
  6. Bring and keep firearms, gas, pneumatic and other weapons, special equipment, armament, devices and ammunitions for them on the territory of the hotel. In case if the Guest has any kind of the weapon, special devices and means, ammunitions and bullets for them the hotel has the right to refuse of settlement.

    The hotel reserves the right to refuse accommodation to persons in a state of intoxication, as well as those showing aggressive or inappropriate behavior.

Accommodation with animals

  1. Only small dogs of non-fighting breeds are accepted as pets and allowed at hotels. In Smart Hotel NEO small dogs of non-fighting breeds weighing up to 5 kilograms are allowed. Other animals are not allowed. The hotel reserves the right to refuse the accommodation of the Guest with a pet.
  2. Pets are allowed when the Guest buys the entire room.
  3. The cost of living for one animal for each paid tariff (6/12/24 hours) is 500 rubles in Smart Hotel NEO, 300 rubles in Smart Hotel KDO / Smart Hotel.
  4. The guest must have a special carrier (cage) for the animal and a special mat for his sleeping. It is forbidden to leave the animal unattended and outside the special carrier (cage).
  5. To feed the animal, the Guest must bring special dishes.
  6. To meet the natural needs of the animal that do not require walking, the Guest must bring with him a special tray or other special bedding.
  7. Throughout the hotel (corridors, halls, elevators, etc.) and during walking, dogs must be muzzled, collared and on a leash accompanied by the Guest.
  8. Dogs are not allowed in the food service area (restaurant, buffet, etc.).
  9. Guests arriving on vacation at the hotel with a pet must have an animal's passport and a certificate from a veterinarian with a note of all vaccinations that were given to the pet.

Fire safety

  1. When checking in, Guests are required to familiarize themselves with the Fire Safety Rules and sign a document on their mandatory implementation.
  2. Guests are required to comply with the Fire Safety Rules.
  3. After finishing using electrical appliances, do not forget to turn them off, be careful when using matches.


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