rules of hotel services in small hotels are designed to determine the mutual rights and obligations between consumers and implementers of hotel services, service improvement and service culture.
Terms.
- These rules are designed to meet the requirements established by the Laws of Ukraine "On Protection of Consumer Rights," "On Tourism", "On Entrepreneurship" and the Rules for the use in hotels and hotel services in Ukraine and are obligatory for all business entities that provide hotel services, regardless of their organizational-legal forms of ownership.
- This Regulation establishes the basic requirements for the implementation and use of the hotel business hotels, motels, boarding houses, as well as the procedure provided for monitoring of their activities, suspension or termination of the hotel.
- a hotel activities concern the activities of businesses in tourism, with a legal property rights to any small collective accommodation facilities.
- At small collective accommodation facilities are defined as any subordinate unified management of the company (hotel, motel, boarding house) in which regular or occasional services are provided with accommodation and living room (rooms), number of rooms with at least 5 and no more than the number of seats 100.
- These rules govern the relationship between consumers (guests staying at a hotel or intending to take advantage of hotel services) and hotel services implementing small hotels, motels, boarding houses.
- The Rules are designed for use by licensing, certification, and other organizations engaged in supervisory and control functions in order to verify and confirm the safety and quality of services rendered in the exercise of hospitality and tourism.
- Legal liability of private entrepreneurs and legal entities that provide accommodation services (hereinafter - the subject of economic activity) is determined by the laws of Ukraine.
- Hotel activities are business entities, provided that such activities are for them is a major, with documentary evidence of such small accommodation facilities (a small hotel, a small motel, a small guest house), and in which the hotel and tourism activities.
- business entities engaged in hotel and tourism activities should be incorporated into the Unified State Register of enterprises and organizations of Ukraine and the State register of natural persons, payers of taxes and other obligatory payments to the assignment of qualifying attributes, their respective deyatetelnosti.
- Subjects economic activity engaged in hotel and tourism activities should insure their liability for unintentional harm to life, health or property guests.Guests (customers) should be informed of the terms of the type of insurance.
- Required list of services provided by visitors during their stay, must meet the requirements established legal document for each particular category of small accommodation facilities.
- Buildings used as a small collective accommodation facilities, must comply with certain building, sanitary and fire protection rules and regulations for hotels.
- mode of small hotels - non-stop.
- Small hotels are divided into categories in accordance with the requirements of legal documents.
- building, which houses a small hotel, its engineering systems, equipment, adjacent to the building area should be kept in good order.
- entire staff of small hotels, motels, guest houses must have the necessary specialized training, have vocational and / or higher vocational education. >
official responsible for managing a small hotel, motel, boarding house must have higher education, as well as receive specialized training and have experience of working in the field of hotel business for at least 3 years.
- Reservations (seats) is an initiative of the client (visitor) orally or in writing (letter, telegram, telex, fax itp)
- Interpretation booking client (guest) and the necessary information and establish the term pre-payment or a written confirmation of agreement to the terms Administrator small hotels.
- Reservations (seats) for groups *, special rounds (conferences, seminars, conferences, symposia, itp) only in writing to the terms established by the administration, with a mandatory registration in a specialized magazine.
- bookings for each order must include a clear list of the services requested.
- The owner of a small hotel should not accept bookings unless it can be done.
- Reservation shall be deemed adopted after making full or partial payment within 36 hours of order acceptance, regardless of payment method.
- Administration independently establish terms and conditions of partial or complete cancellation policy (the order) with which each customer (guest) must be pre-briefed.
- All notices of cancellation of reservation sent in writing (by telegram, telex number, fax) at least 48 hours prior to arrival.
- In case of no show the guest the day of arrival to 18 hours of the current day (unless otherwise provided in oral or written agreement), the hotel cancels the reservation number and orders at its discretion.
- number (position) should be given a guest on the day of arrival, no later than the territory of Ukraine for a single check-out time (12:00 on Ukrainian time), and at the same time released the day of departure, if personnel had been agreed upon another time out and payment.
- Accommodation ≈ citizens of Ukraine carried out on their arrival at the time specified in the applications, or booking travel documents for foreign nationals within the period of ≈ visa.
- owners to fix prices and rates for accommodations and travel services. In small hotels use a flexible system of prices and tariffs, which allows for adjustment in each case, as well as seasonal use, soft, youth and other tariffs.
- fee for residence in a small hotel set on a per night per room (place) in accordance with a single checkout time √ 12 current day in the Ukrainian time.
- If you stay for a guest less than 24 hours per day fee is charged regardless of the time the settlement.
- In case of delay leaving a guest of 6 to 12 hours after checkout time fee is charged for half a day, and at a delay of departure more than 12 hours fee is charged, as for a full day.
- For Children under the age of 7 years with parents without additional bed is free of charge.
- In granting a separate place for children under 12 years of discounts can be applied at the discretion of the administration.
- In case of delay or groups * individual customers for booking will be charged for the actual time of non-(idle) the booked rooms (places), but no more than a day, if the hotel administration in the period of inactivity numbers were not agreed other terms and conditions.
- The administration is obliged to adhere prices and tariffs, due at time of reservation, which, in exceptional cases with the consent of both parties may be subject to adjustment.
- categories of people enjoying special privileges of the state, as well as guests elderly, the disabled and their accompanying persons entitled to the extraordinary design and settlements.
- Guests staying in a small hotel, motel, boarding house use shall have priority of service in restaurants (cafe bar) and other services, catering, domestic services, communications, transportation, recreation and sport, cultural and entertainment related to this hotel .
- In the case of poor or delays in the provision of services to the guest is entitled to:
- demand the elimination of violations in a specified period;
- terminate the contract of accommodation and services and to claim damages if the violations were not corrected in a timely manner.
- adhere to the established owner of a small hotel, motel, boarding house accommodation order;
- perform all internal regulations (do not disturb mode relaxation of other guests in the care closing number, take the keys) and other requirements;
- comply with fire safety regulations, sanitary norms;
- cares for hotel equipment and inventory;
- refund in the event of damage or loss of property hotel, motel, boarding house in accordance with the procedure established by the owner, and current legislation.
- transferable his business card, issued in a small hotel with accommodation;
- leave room of strangers, unfamiliar people for the period of his absence, and send them your room key without warning staff;
- bring and keep the rooms very bulky items, a variety of substances and materials, life-threatening, health visitors and hotel property.
Administration independently establish Rules in small hotels, motels, boarding houses and House Rules.
administration and support staff provide guests staying in a small hotel, motel, boarding house comfort and service that meets the assigned category.
Guests at their request, offering various additional services for a fee.
The administration and staff must provide guests the opportunity to read the Rules of Procedure of accommodation and set in a small hotel, motel, pension compliance are required.
In a small hotel, motel, boarding house for all guests should be guaranteed high quality service, strict enforcement of cleanliness in rooms and public areas, compliance with personnel rules of sanitation and hygiene.
All residents in a small hotel, motel, pension should be guaranteed the safety of the belongings in the room, subject to the requirements of the Rules of guest accommodation, as well as the preservation of money, valuables and luggage deposited.
For the safety of money and valuables not handed guests for storage, administration and staff of small hotels, motel, boarding house are not liable.
In cases of detection of loss of personal belongings from the room the guest is obliged to immediately inform the administration to take necessary measures to search for the missing items.
All things forgotten guest in the room, passed by the act to the storage chamber, the administration and staff must take steps to return to their owner.
If after 6 months (and for foreign visitors √ one year after 1 year), the owner is not found, forgotten things are implemented in accordance with established procedures.
Every room in accordance with its category should be provided with booklets, envelopes, letter paper, a detailed list of available free and paid services, directory of internal phone numbers, a reminder of the basic rules of internal order, fire safety , printed in Ukrainian, Russian and English, and, if necessary, other foreign languages.
Administration small hotel, motel, boarding house residents should ensure the provision of the following free services:
- call emergency medical services;
- use first aid kit;
- delivery room in correspondence with this Order;
- providing the necessary equipment in accordance with the category of hotel, motel, boarding house (thread, needles, flower vases, etc.).
- Replacement of bed linen, towels and toiletries carried out in accordance with the category of small hotels, motels, boarding houses, but not less than 1 time in 5 days.
pecuniary damage caused by residents due to damage or loss of property a small hotel, motel, lodging house by him on the basis of registration and acts in accordance with Ukrainian legislation.
personnel directly carrying out the functions of receiving and servicing customers, guests, visitors should be polite, attentive, follow the rules of official etiquette, possess, within their competence in a foreign language to the extent necessary, always have a neat appearance, strictly observe the rules of sanitation and personal hygiene, undergo periodic medical examinations, the results of which are found in personal care books.
order control of hotel operations and the Rules of hotel services.
In order to confirm the safety of life and health visitors, staff, visitors and the preservation of their property and the environment, compliance with the range and quality of services rendered and are regularly monitoring the activities of small hotels, motels, resorts.
The main form of control the activities of small hotels are complex checks to be carried out at least once a year in each small hotel, motel, boarding house.
Comprehensive checks are carried out by a commission composed of experts included representatives of state bodies of standardization, certification and metrology, licensing services, certification bodies tourist and hotel services, consumer protection, sanitary-epidemiological services, public fire departments, local authorities.
specialized supervision of services, main and subsidiary of related businesses that provide various services for guests small hotels, motels, boarding houses provide appropriate control and oversight bodies, in the manner specified by regulations of Ukraine.
Enforcement of these Regulations by the administration of small hotels, motels, resorts.
order of suspension or termination of the hotel business.
legal or natural person carrying out the hotel and tourism, may decide to suspend or terminate its activities on its own initiative in accordance with the legislation of Ukraine.
Hotel and tourism activities may be suspended or terminated upon the suspension period or revocation of a license for tourist activity, in other cases stipulated by law.
order of suspension or cancellation of a license to engage in tourism activities is established by regulations of Ukraine.