1. General Provisions
1.1. These Rules have been developed in accordance with the Civil Code of the Russian Federation, the Law of the Russian Federation "On Consumer Rights Protection" dated December 7, 1992, No. 2300–1, the Government Decree of the Russian Federation No. 1853 dated November 18, 2020, "On the Approval of the Rules for the Provision of Hotel Services in the Russian Federation," and other regulatory acts.
1.2. The term "hotel services" in these Rules refers to the provision of temporary accommodation at Hotel BERGS (hereinafter referred to as the "Hotel"), located at 354002, Krasnodar Krai, Sochi, Ulitsa Uchitelskaya, Building No. 15, as well as the provision of additional services.
1.3. The right of Hotel BERGS to provide hotel services is confirmed by a Certificate assigning the Hotel the appropriate category of "FOUR STARS."
1.4. Hotel rooms are equipped with televisions, refrigerators, furniture, bedding, and other amenities, as well as sanitary and hygiene products designed to ensure comfortable living conditions in accordance with hotel standards.
1.5. The Hotel is intended for temporary accommodation. There is no maximum length of stay for citizens of the Russian Federation. For foreign citizens, the duration of stay is regulated by Russian legislation on the stay of foreign nationals in the country.
1.6. Guest services are available 24/7.
1.7. The check-in time for Guests is set at 14:00.
1.8. The check-out time for Guests is set at 12:00.
1.9. The list of services included in the room rate depends on the room category and is determined by the price list.
1.10. Payment for accommodation and hotel services is made at freely established (contractual) prices according to the tariff plan approved by the hotel management. If, in accordance with Russian law, state regulation of hotel service pricing is introduced during certain events (ceremonies), the cost of hotel services cannot exceed the maximum established price for this hotel category.
2. Booking and Cancellation Terms, Conditions, and Procedures
2.1. Guest accommodation is available through prior booking via booking platforms, email, telephone, or other communication channels. Walk-in guests without prior reservations are accommodated only if rooms are available. A guest may book a room at the Hotel either by prepaying before check-in (guaranteed booking, see Clause 2.3) or without prepayment (non-guaranteed booking, see Clause 2.2), or in accordance with the booking conditions of the selected rate plan. The Hotel offers several rate plans.
2.2. The Hotel applies different booking types depending on the applicable rate plans, which may vary throughout the year based on season and occupancy. In all cases, the Hotel provides services exclusively through guaranteed booking. If the check-in date is less than seven days away, an advance payment must be made within two hours of booking. If the check-in date is more than seven days away, payment must be made within 24 hours. Otherwise, the booking is automatically canceled, and the Hotel does not guarantee availability should the guest wish to reinstate the reservation.
2.3. Non-guaranteed bookings are generally not available, except for rate plans where prepayment is not required. In such cases, no financial obligations arise between the Hotel and the Guest.
2.4. A guaranteed booking means that the Hotel will hold the reserved room for the Guest for the first 24 hours of the stay (until 12:00 PM the following day after the scheduled arrival date). Guaranteed booking is secured through prepayment for at least one night, payment via invoice, QR code, bank transfer, or by providing credit card details with the Guest’s authorization for a charge (pre-authorization), or in accordance with the applicable rate conditions. Payment must be made upon receiving the booking confirmation from the Hotel. If the booking is not canceled in time, the Guest arrives late, or fails to check in, a fee is charged according to the rate plan. If the Guest does not arrive within 24 hours and does not contact the Hotel, the guaranteed booking is canceled.
2.5. A booking is considered valid once the Guest (or another person making the reservation) receives a confirmation from the Hotel, specifying the room category, price, booking conditions, and stay duration. The Guest (or the booking party) may cancel the reservation within the timeframe specified in the booking confirmation. Cancellation terms, payment deadlines, and applicable penalties for late cancellations may vary depending on the selected rate plan.
2.6. The advance payment for booking a room must be made by the Guest or the booking party within the period specified by the Hotel or according to the conditions of special offers published on the Hotel’s website or other online booking platforms.
2.7. If the advance payment is not made within the required timeframe (see Clause 2.2), the booking is automatically canceled.
2.8. If an advance payment is made, it is credited toward the cost of the stay.
2.9. A payment is considered complete once the funds are credited to the Hotel’s account or the Guest receives a receipt from the Hotel. If payment is not made within the specified period (see Clause 2.2), the booking is canceled without prior notice.
2.10. The Guest (or booking party) may cancel a reservation without penalties if allowed under the selected rate plan. Special offers on the Hotel’s website may have different cancellation policies.
2.11. If a guaranteed booking is not canceled in time, the Guest arrives late, or does not check in, a fee for the unused room is charged according to the booking terms.
2.12. For guaranteed bookings (where the Guest has prepaid or fully paid before arrival), the Hotel will hold the room until 12:00 PM the following day. If the booking is not canceled on time or the Guest does not arrive, a fee for the unused room is charged. Cancellation periods and penalty amounts vary depending on the selected rate plan. If the Guest does not arrive within 24 hours, the guaranteed booking is canceled.
2.13. The Hotel reserves the right to refuse a booking if no rooms are available on the requested date.
2.14. The Guest may not demand a price change after booking confirmation, including at the time of check-in.
2.15. Special offers on the Hotel’s website may have different cancellation policies.
2.16. A "no-show" is defined as the Guest failing to check in at the Hotel (at the reception desk) by 12:00 PM the following day after the scheduled arrival date. A late cancellation is considered any cancellation received by the Hotel after the specified cancellation deadline in the booking confirmation.
2.17. A Guest may cancel a booking without penalties if it was a non-guaranteed booking or if the booking confirmation states that cancellation is allowed without penalties. Cancellations can be made via email, WhatsApp, or Telegram.
2.18. A late-arriving Guest may be accommodated under standard conditions if rooms are available.
3. Payment Terms, Methods, and Procedures
3.1. Payment for accommodation and services at the Hotel is made at freely agreed (contractual) rates, as per the tariff plan approved by the Hotel management. Payments are accepted in rubles via cash, bank transfer, or bank card.
3.2. Check-in is only possible after signing the guest registration form (Form No. 5), which serves as a contract, and making a full 100% prepayment for the entire intended stay.
3.3. The security deposit ensures payment for additional services and covers potential damages caused by the Guest. Upon check-out, after the final settlement with the Guest, any unused deposit amount is refunded. If the Guest refuses to pay the deposit, the Hotel administration reserves the right to deny accommodation.
3.4. Upon payment, the Guest receives a cash receipt or a document issued on an official accounting form.
3.5. Corporate clients and individual entrepreneurs may pay via bank transfer to the Hotel’s account in accordance with a signed contract and issued invoice.
3.6. Prices listed in the official Hotel Price List vary depending on the room category, number of occupants, use of additional services, and other factors. The room rate is determined at the time of booking confirmation by the Hotel administrator. If no prior booking was made, the rate is set according to the price list effective on the check-in date.
3.7. The Hotel offers both daily and hourly accommodation rates.
3.8. Early check-in fees:
- From 00:01 to 06:00 (non-guaranteed early check-in): If rooms are available and the stay is at least one night, the Guest is charged 100% of the daily rate.
- From 06:01 to 14:00 (early check-in): If rooms are available and the stay is at least one night, the Guest is charged 50% of the daily rate for accommodation until the standard check-in time.
- If no prior booking was made or the stay is less than 24 hours, the Guest is charged for a full day.
3.9. Late check-out fees:
- From 14:01 to 17:30 – 50% of the daily rate.
- From 17:31 to 00:00 and after 00:00 – 100% of the daily rate.
3.10. The Hotel may refuse a late check-out request if it was not confirmed at the time of booking and no available rooms remain.
3.11. Extension of stay is subject to availability and must be arranged through the front desk. If the current room is unavailable for extension, the Guest may be relocated to a different room of the same or a different category. The Hotel may also deny an extension if no rooms are available. Payment for the extended stay must be made in full in advance.
3.12. The daily rate applies when the reservation (contract) specifies accommodation in 24-hour increments.
- The first day of stay is from the standard check-in time to 12:00 PM the next day.
- Subsequent days are calculated from 12:00 PM of the current day to 12:00 PM of the following day.
3.13. In all cases mentioned in this section, the room rate is determined based on the Hotel’s official price list effective on the departure date. The rate agreed upon at the time of booking does not apply.
3.14. If a Guest checks out earlier than the paid period, the actual stay is recalculated. A penalty of 50% of the unused nights is charged, while the remaining 50% is refunded to the Guest (see Clause 2.5 of these Rules).
3.15. The Guest (or booking party) must pay for all hotel services in full.
3.16. Children up to 5 years old stay free of charge without an extra bed. A crib for children up to 3 years old is also provided free of charge.
3.17. A child's age must be confirmed by a birth certificate or a relevant entry in a parent’s passport.
3.18. If an extra bed is provided, an additional fee is charged according to the rate plan effective on the check-in date.
3.19. The Hotel offers additional paid services at the Guest’s request, as listed in the service directory available in each room.
4. Check-in Procedure and Accommodation Regulations
4.1. Guests can check into the Hotel only upon presenting an original identity document issued in accordance with Russian Federation law:
- A Russian citizen’s passport (for identification within the Russian Federation);
- A birth certificate (for individuals under 14 years old);
- A Russian passport for international travel (for individuals permanently residing outside Russia);
- A foreign passport or another document recognized as an identity document under federal law or an international treaty of the Russian Federation;
- A document issued by a foreign state and recognized under an international treaty of the Russian Federation as proof of identity for stateless persons;
- A valid migration card and visa for the duration of the stay (as required by migration laws).
If Hotel staff identify violations of the guest’s permitted stay duration, registration requirements, or other migration law violations, the Hotel reserves the right to deny check-in.
4.2. Guests who fail to present an identity document will not be permitted to stay at the Hotel.
4.3. Guests must complete a registration card, filling in all required fields according to their identity document. The card must be signed and dated. By signing, the Guest confirms the accuracy of the provided information and agrees to abide by the Hotel’s rules.
4.4. Minors under 14 years old can only be registered based on the identity documents of their accompanying parents (adoptive parents, guardians), close relatives, or other accompanying persons. Additionally, the accompanying person must present documentation confirming their authority to travel with the child, as well as the child’s birth certificate.
4.5. Minors aged 14 to 18 can be registered only when accompanied by their parents (adoptive parents, guardians), close relatives, or an authorized accompanying person. The accompanying person must present an original notarized power of attorney issued by the minor’s parents or legal guardians.
4.6. If minors (as described in clauses 4.4–4.5) arrive unaccompanied by their parents (adoptive parents, guardians), or if the accompanying person fails to provide an original document confirming their authorization to accompany the minor, the Hotel reserves the right to deny check-in and accommodation, even if a guaranteed booking exists.
4.7. Registration of Russian citizens at the Hotel is carried out in accordance with the Russian Government Decree No. 1085 of October 9, 2015, "On the Approval of the Rules for the Provision of Hotel Services in the Russian Federation," and the Rules for the Registration and Deregistration of Russian Citizens at Their Place of Stay and Residence (as per Government Decree No. 713 of July 17, 1995, with amendments from May 25, 2017).
4.8. Registration and deregistration of foreign citizens and stateless persons at the Hotel are carried out in accordance with the Rules for Migration Registration of Foreign Citizens and Stateless Persons in the Russian Federation (as per Government Decree No. 9 of January 15, 2007) and Russian Government Decree No. 1085 of October 9, 2015, "On the Approval of the Rules for the Provision of Hotel Services in the Russian Federation."
4.9. If the Hotel is unable to provide the Guest with the reserved room category, it will offer an alternative room of equal or higher category at no additional charge.
4.10. The Hotel reserves the right to relocate Guests to a different room of equal or higher category if their stay exceeds one night. Such relocation will only be carried out with the Guest’s consent.
4.11. The Hotel reserves the right to refuse accommodation to individuals who appear to be intoxicated (by alcohol or drugs), behave aggressively, or act in a manner deemed provocative toward Hotel staff.
5. Provision of Hotel Services
5.1. The Hotel provides 24-hour service for Guests arriving and departing.
5.2. Hotel services will not be provided to Guests who have not paid for them.
5.3. Access to the Hotel’s room area is granted using a key issued by the Hotel.
5.4. Upon request, the Hotel provides the following complimentary services: emergency medical assistance, calls to special services, access to a first-aid kit, and wake-up calls.
5.5. The Hotel premises, all entrances/exits, and the reception area are monitored by surveillance cameras. All recordings are stored digitally for one month. Video surveillance is conducted for the safety of Guests, their belongings, and Hotel property.
5.6. By signing the registration form, the Guest consents to video surveillance on the Hotel premises (excluding guest rooms and restrooms).
5.7. Guest visitors are allowed in rooms between 08:00 and 23:00 only after presenting identification to the Hotel’s duty administrator and registering their presence. If a visitor remains in the room after 23:00, their stay must be officially registered, and the Hotel reserves the right to charge the Guest for their visitor’s stay. The Guest who made the reservation is responsible for their visitors.
5.8. Upon departure, the Guest must return the room key to the duty administrator and settle all outstanding payments for accommodation and additional services.
5.9. The room inspection and handover take place during the Guest’s departure.
5.10. Smoking is strictly prohibited throughout the Hotel in accordance with Federal Law No. 15-FZ of February 23, 2013, "On the Protection of Citizens’ Health from the Effects of Tobacco Smoke and the Consequences of Tobacco Consumption." The prohibition includes tobacco smoking, vaping, and the use of electronic cigarettes in all areas, including guest rooms.
If smoking is detected in a room, the Guest will be charged for room cleaning (prolonged ventilation, odor neutralizers, curtain washing, textile cleaning, and furniture dry cleaning) at a rate set by the Hotel Administration. If smoking triggers the fire alarm system, an additional fine will be imposed. Smoking violations will be documented in an official report. If the Guest refuses to sign the report or participate in its drafting, a note will be made in the report, and the document will remain legally valid.
5.11. If breakfast is included in the stay, it is provided starting from the morning after check-in.
5.12. The Guest feedback and suggestion book is available upon request at the duty administrator’s desk.
5.13. The Hotel reserves the right to unilaterally terminate the accommodation agreement if the Guest violates Hotel policies. In such cases, the Guest must reimburse the Hotel for actual expenses incurred.
5.14. The amounts for reimbursing the Hotel’s actual expenses are determined by the applicable price list.
5.15. During their stay, Guests are fully responsible for the proper and safe use of room equipment, Hotel facilities, the spa, and other amenities. Commercial use of rooms, Hotel spaces, and premises—including for photography, video shoots, food preparation, alcohol consumption, or drug use—is strictly prohibited. Guests must not dispose of food waste, solid objects, chemicals, or oils in the drainage system.
5.16. Guests must fully compensate the Hotel for any lost or damaged property according to the Hotel’s established price list.
5.17. If a Guest or their visitor causes material damage to the Hotel, an official damage report must be prepared. If the Guest refuses to sign the report, a corresponding note will be made, but this does not affect its legal validity. In addition to compensating for damages, the Guest must voluntarily or through legal proceedings reimburse the Hotel for any financial losses caused by service downtime (e.g., room, spa, hotel, or café closures due to repairs, furniture replacement, water damage, or any other damage).
6. Rights, Obligations, and Responsibilities of the Hotel
6.1. The Hotel undertakes to:
- Provide Guests with all paid hotel services in full and on time.
- Maintain the quality of services as stated by the Hotel.
- Ensure the confidentiality of information regarding Guests and their visitors.
- Refrain from holding noisy events on the Hotel premises after 23:00, except for pre-arranged celebrations and entertainment programs.
- Provide complete information about the services offered by the Hotel.
- Ensure that each room contains information on hotel regulations, fire safety rules, and the use of electrical appliances.
- Not provide chargeable services without the Guest’s consent.
- Change bed linens and towels every three days (excluding the check-in day).
- Conduct daily room cleaning between 09:00 and 18:00. Linens and towels are changed every three days. If Guests do not wish to be disturbed, they should hang a "Do Not Disturb" or "Please Clean" sign. To indicate that towels do not need to be changed, Guests should hang them on hooks. To request a towel change, they should place them on the floor. If an earlier linen change is required, the Guest should inform the reception desk or call the Hotel.
6.2. The Hotel reserves the right to deny accommodation services and evict a Guest from the Hotel with a request to leave the premises if they violate the terms of the Agreement, these Rules, or other policies the Guest has agreed to comply with. In such cases, an official report will be drafted, and, if necessary, competent authorities will be involved.
6.3. The Hotel reserves the right to enter Guest rooms without prior consent in cases of smoke, fire, flooding, violations of hotel policies, public order disturbances, or misuse of electrical appliances.
6.4. The Hotel is not responsible for direct or indirect losses and/or lost profits caused by temporary power, gas, water, telephone, mobile network, or internet outages, as well as other circumstances beyond its control.
6.5. The Hotel is not liable for disruptions caused by municipal services (emergency power, heat, gas, or water supply outages).
6.6. The Hotel is not responsible for any harm to a Guest’s health resulting from the consumption of food or beverages purchased outside the Hotel or from third parties.
6.7. The Hotel is not responsible for the safety of money, valuables, or personal belongings unless they have been entrusted to the duty administrator for safekeeping with a signed storage receipt. The Hotel’s liability is regulated by Russian Federation legislation.
6.8. The Guest’s belongings are stored at the Hotel for the duration of their stay.
6.9. Items found in a vacated room or left in a safe after check-out time are considered forgotten and are stored in a designated lost-and-found area with a formal storage record. Each item is packed separately, and the storage record is included in the package.
6.10. The Hotel will notify the Guest of forgotten items using the contact details provided by the Guest.
6.11. Procedure for returning lost items:
- If requested by the Guest and upon prepayment of shipping costs, the Hotel can arrange delivery of forgotten items to the Guest’s specified address.
- If an item is returned in person, the duty administrator will issue a "Lost Item Return Record," which the owner must sign upon receipt. These records are kept for one year before being disposed of.
- If an item is collected by an authorized representative, a power of attorney must be provided, which the owner can send via email or phone. In this case, the record is prepared in the presence of the authorized person.
6.12. Forgotten items are stored at the Hotel for two weeks. After this period, unclaimed items are considered abandoned and will either be transferred to the appropriate authorities or disposed of.
6.13. The Hotel Administration reserves the right to enter Guest rooms without prior consent in cases of smoke, fire, flooding, technical malfunctions, violations of hotel policies, public disturbances, or when there is reason to believe that a Guest requires emergency medical assistance.
6.14. Guests may store personal belongings in the Hotel’s luggage room free of charge for the duration of their stay or up to two hours before their scheduled departure by plane, train, or bus, as indicated in their valid travel document. Longer storage durations can be arranged upon individual request.