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

FAQ

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

  1. REQUIRED DOCUMENTS FOR CHECK-IN

  For Russian Citizens:
  Check-in is permitted upon presentation of a valid identification document in accordance with Russian legislation, including:
  a) Internal passport of a Russian citizen
  b) USSR passport (valid until replaced by a Russian passport)
  c) International passport of a Russian citizen
  d) Temporary identity card of a Russian citizen
  e) Military ID (during mobilization, martial law, or wartime — applicable for accommodation in hotels)

  If none of the above documents are available, a driver's license may be accepted for check-in.

  For Minors:

  • Under 14 years: Check-in is based on the ID of accompanying parents (adoptive parents, guardians) or accompanying persons with consent from legal representatives, along with the child's birth certificate.

  • Aged 14–18 years (without legal representatives): Check-in is permitted upon presentation of the minor's own ID and written consent from at least one legal representative.

  For Foreign Citizens and Stateless Persons:
  Check-in requires a valid identity document recognized under Russian law, including:
  a) Foreign passport or another document recognized by federal law or international treaty as proof of identity
  b) Document issued by a foreign state recognized as an identity document for stateless persons
  c) Temporary residence permit for stateless persons
  d) Residence permit for stateless persons
  e) Temporary identity card for stateless persons in the Russian Federation

  Right to Refuse Accommodation:
  The hotel reserves the right to deny check-in if the required documents are not presented.

  Additionally, the hotel may deny accommodation to foreign citizens or stateless persons who are in Russia in violation of entry or transit regulations, or who are included in the controlled persons registry under Russian law, if accommodation is prohibited or restricted by law.

  We recommend checking your status in advance on the Ministry of Internal Affairs website:
  https://xn--b1aew.xn--p1ai/rkl

• Is it possible to check into the hotel with pets?
  Response:

  Pets are allowed, however the following conditions apply:

  • You must review the "Pet Stay Policy" document at Crystal House Suite Hotel & SPA in advance.

  • You are required to contact hotel staff beforehand to arrange accommodation with your pet.

  • The policy is available via the link.

  • Additional fees apply.

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  •     You must review the "Pet Stay Policy" document at Crystal House Suite Hotel & SPA in advance.

  • You are required to contact hotel staff beforehand to arrange accommodation with your pet.

  • The policy is available via the link.

  • Additional fees apply.

• What are the hotel rules?
  Response:

  RULES AND REGULATIONS:

  - Decree of the Government of the Russian Federation No. 1853 dated November 18, 2020 "On Approval of the Rules for the Provision of Hotel Services in the Russian Federation"
  - Hotel Rules of "CRYSTAL HOUSE SUITE HOTEL&SPA"
  - Public Offer of LLC "TD CRYSTAL"
  - Personal Data Processing Policy of LLC "TD CRYSTAL"
  - Consent to Personal Data Processing
  - Privacy Policy
  - User Agreement of LLC "TD CRYSTAL"
  - Fire Safety Guidelines of "CRYSTAL HOUSE SUITE HOTEL&SPA"
  - Rules of Conduct in the Children's Playroom at "CRYSTAL HOUSE SUITE HOTEL&SPA"
  - Pet Policy of "CRYSTAL HOUSE SUITE HOTEL&SPA"
• What are the opening hours of the hotel, spa and restaurant?
  Response: CRYSTAL HOUSE SUITE HOTEL & SPA

  1. Hotel Reception: Open 24/7. You can reach us anytime at +7 (4012) 692 600 or email info@crystalhousehotel.ru.

  2. Concierge Service Hours: 9:00 AM – 9:00 PM. Contact us at +7 (4012) 692 600 or email concierge@crystalhousehotel.ru.

  3. Sales & Marketing Department Hours: Monday – Friday, 9:00 AM – 6:00 PM. Call +7 (4012) 692 600 or email sales@crystalhousehotel.ru.

  MORION SPA

  1. Spa Opening Hours: Daily from 7:00 AM to 10:00 PM. For inquiries, call +7 (4012) 692 601 or email info@morionspa.ru.

  HOFFMANN RESTAURANT

  1. Restaurant Opening Hours: Daily from 7:00 AM to 11:00 PM. For reservations and inquiries, call +7 (4012) 692 602 or email hoffmann@crystalhousehotel.ru.

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

  CHECK-IN / CHECK-OUT POLICY

  Standard Check-in / Check-out:

  • Check-in time: 3:00 PM

  • Check-out time: 12:00 PM (noon)

  Early Check-in / Late Check-out:

  • Early check-in and/or late check-out are possible only upon availability.

  • Guaranteed early check-in and/or late check-out are available upon advance payment of 100% of the service cost.

  Early Check-in Charges:

  • From 12:00 AM to 12:00 PM – charged as half a day

  • From 12:00 PM to 3:00 PM – complimentary, subject to availability

  Late Check-out Charges:

  • From 12:00 PM to 2:00 PM – complimentary, subject to availability

  • From 2:00 PM to 6:00 PM – charged as half a day

  • After 6:00 PM – charged as a full day

  Important Notes:

  • For stays shorter than 24 hours, payment is charged at the full daily rate regardless of check-in/out time.

  • Hourly rates are not available.