Five-star hotel «Crystal House Suite Hotel & SPA»

FAQ

• What documents are required to check into the hotel?
  Response:

  
  Upon check-in at the Hotel, each Guest must register at the reception desk in accordance with Article 5 of the Law of the Russian Federation No. 5242-1 dated 25.06.1993 "On the right of citizens of the Russian Federation to freedom of movement, choice of place of stay and residence within the Russian Federation".

  Check-in to the Hotel is carried out upon presentation by the Guest of an identity document issued in accordance with the established procedure, including:

  1. passport of a citizen of the Russian Federation certifying the identity of a citizen of the Russian Federation on the territory of the Russian Federation;
  2. passport of a citizen of the USSR, certifying the identity of a citizen of the Russian Federation, before replacing it with a passport of a citizen of the Russian Federation within the prescribed period;
  3. birth certificates – for a person under the age of 14;
  4. passport certifying the identity of a citizen of the Russian Federation outside the Russian Federation – for a person permanently residing outside the Russian Federation;
  5. passport of a foreign citizen or other document established by federal law or recognized in accordance with an international treaty of the Russian Federation as an identity document of a foreign citizen;
  6. a document issued by a foreign state and recognized in accordance with an international treaty of the Russian Federation as an identity document of a stateless person;
  7. permits for temporary residence of a stateless person;
  8. residence permit of a stateless person.
• Is it possible to check into the hotel with pets?
  Response:

  You can, but you must read the document “Rules for staying with pets at the Crystal House Suite Hotel&SPA” in advance. 
  You also need to contact the hotel staff in advance and coordinate the placement of the animal. The rules can be found by following the link.

• What are the hotel rules?
  Response:

  The hotel has its own rules, presented in the official document "Rules for the provision of hotel services at the Crystal House Suite Hotel&SPA"

  These Rules have been developed in accordance with the Civil Code of the Russian Federation, the Law of the Russian Federation of February 7, 1992 “On the Protection of Consumer Rights” No. 2300-1, as well as the Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation No. 1085 of October 9 2015.

  1.2 The basic concepts used in these Rules mean:

  • “Hotel” – “CRYSTAL HOUSE SUITE HOTEL & SPA” – a hotel designed to provide temporary accommodation services and other related services;

  • “Consumer” (“Guest”) – an individual who intends to order or orders and uses hotel services solely for personal, family, household and other needs not related to business activities;

  • “Hotel Services” (hereinafter referred to as the “Services”) - a set of actions to ensure the temporary residence of the Guest in the Hotel, performed by the Contractor in the interests of the Guest and upon the order of the Guest or Customer, including basic and additional Services provided to the Guest;

  • “Contractor” – LLC “Trading House Crystal”, which provides services to Guests under a service agreement, fulfilling obligations under an agency agreement and other agreements;

  • “Customer” is a person who submits an order to the Contractor and orders Services in favor of the Guest as a third party. Legal entities, individual entrepreneurs and individuals can act as Customers.

  • “Reservation” – pre-order of places and (or) rooms in the Hotel by the Customer or Consumer (Guest).

  1.3 Additions and changes may be made to these Rules.

  1.4 The Hotel's operating hours are 24 hours a day.

  The full list of rules can be found here.

• What are the opening hours of the hotel, spa and restaurant?
  Response:

  • RYSTAL HOUSE SUITE HOTEL&SPA 

  1. HOTEL operating hours: 24 hours a day. You can call us at any time on +7 (4012) 692 600 or write to us by email info@crystalhousehotel.ru. 
  2.Opening hours of the Concierge service: 9:00 – 21:00. You can call us at any time on +7 (4012) 692 600 or write to us by email concierge@crystalhousehotel.ru. 
  3. Working hours of the sales and marketing department: from Mon to Fri from 9:00 to 18:00. You can call +7 (4012) 692 600 or write by email sales@crystalhousehotel.ru. 
  

  • MORION

  1. SPA opening hours: daily from 07:00 to 22:00. You can call +7 (4012) 692 601 or write by email info@morionspa.ru. 
  

  • HOFFMANN RESTAURANT 

  1. RESTAURANT opening hours: daily from 07:00 to 23:00. You can call +7 (4012) 692 602 or write by email hoffmann@crystalhousehotel.ru. 
  

  
  
• What time can you check into the hotel?
  Response:

  In accordance with the rules of stay at the Crystal House Suite Hotel&SPA:

  4.6 The Hotel has a daily rate for accommodation. The unit of measurement for the period of stay at the Hotel is the estimated day. The estimated start time of service (check-in time) is 15:00. The estimated time for room release (check-out time) is 12 noon.

  4.7 Payment for accommodation in the event of a Guest's check-in at the Hotel before check-out time or a delay in the Guest's check-out:

  In case of check-in at the Hotel before check-out time, the payment for accommodation will be charged in the following order:
  

  • from 00.00 to 12.00 – payment is made for half a day;

  • from 12:00 to 15:00 – free of charge, subject to availability;

  In case of delay in the Guest's departure, the accommodation fee will be charged in the following order:
  

  • from 12:00 to 14:00 – free of charge, subject to availability;

  • from 14.00 to 18.00 – payment is made for half a day;

  • starting from 18.00 – payment is made for a full day.

  4.8 Early check-in and/or late check-out are only possible if rooms are available. Guaranteed early check-in and/or late check-out are provided subject to advance payment for this service in the amount of 100% of the cost of one night's stay in accordance with the tariff policy and checkout time.

  4.9 When the Guest stays at the Hotel for less than a day (24 hours), payment is made according to the room rate per day, regardless of the checkout time. The Hotel does not provide hourly payment.