Accommodation rules of Home Parq Hotel

1.General provisions

1.1 These rules establish the procedure for reservation, accommodation, living, and provision of services at the Home Parq Hotel.

1.2. Please note that smoking is strictly prohibited in the territory of the hotel and Terra cafe. You can smoke in the specially designated “Smoking room”, on the balcony and in pavilions on the terrace in summer. The hotel administration reserves the right to impose a penalty on guests for violating fire safety standards, for smoking in the wrong places and for refusing to obey the legitimate demands of the administration.

1.3 For all matters not specified in these Rules, the hotel administration shall be guided by the Laws and Regulations of the Republic of Kazakhstan.

1.4 You can leave feedback and suggestions about hotel staff, room amenities, etc. in the Book at the Reception.

2. Room reservation

2.1. A room (s) in the hotel shall be reserved by receiving a reservation request by post, oral communication, electronic or telephone communication, which allows to reliably establish that the request comes from a specific customer or a booking organization.

2.1.1. Contacts for postal communication: Bld.69, M.Zhusup Str., Ekibastuz city, 141200, the Republic of Kazakhstan.

2.1.2. Contacts for telephone communication: +7 (7187) 77-00-00, +7 (7187) 77-06-96, +7 701 963 9930 (WhatsApp).

2.1.3. Contacts for electronic communication: This email address is being protected from spambots. You need JavaScript enabled to view it., you can also leave a request on the official website of the hotel: www.HomeParq.com.

2.2. Persons with confirmed guaranteed room reservation shall have the priority right to accommodation in the hotel. All other guests shall be accommodated in the hotel on a first-come-first-served basis.

2.3. Room reservation shall be considered confirmed after the Guest receives confirmation of the reservation.

2.4. Reservation shall be considered guaranteed if payment for the full stay or prepayment for at least one night of staying in the room is received by any convenient payment method.

2.5. If a guest cancels the reservation less than a day before the day of the expected arrival, arrives late or does not show up, he/she or the customer will be charged a cancellation fee equal to one daily rate. If a guest is late for more than one day, the reservation will be canceled.

2.6. In case the guest arrives late or does not show up in the reserved and paid room, the accommodation fee for the first day is not refundable.

2.7. In case of non-guaranteed reservation, the reservation for the room will be held until 6.00 p.m. on the day of arrival, then it will be canceled if the guest does not show up.

3. Accommodation of guests

3.1. Time of arrival is 2:00 p.m. (local time)

3.2. The hotel is designated for temporary accommodation of guests for a period agreed upon with the hotel administration. After the agreed period, the guest is obliged to vacate the room.

3.3. To obtain the right to stay in the hotel, the Guest shall present to the reception and accommodation service a valid identification document, namely: passport, identity card, residence permit, military ID or other identification document, as well as a migration card and/or visa, if the guest is a citizen of the country with which the Republic of Kazakhstan has a visa regime, a birth certificate for each child (for children under the age of 16 if they are citizens of the Republic of Kazakhstan and for children under the age of 14 if they are citizens of the Russian Federation and other states), and also shall get acquainted, fill in and sign the agreement for the provision of personal data and accommodation rules of the hotel. In case of availability, the Guest shall select an available room of the type he/she wants, pay for accommodation, then he will receive a room key.

3.4. Minors without parents/legal guardians can сheck into the hotel upon presentation of a notarized power of attorney signed by the parents/legal guardians, confirming the authority of the accompanying person.

3.5. A guest can check into the hotel only after making advance payment for the entire expected period of stay. The hotel administrator has the right to withhold an additional cash deposit from the guest, as a security deposit for using additional services and a minibar. Payment documents shall be issued after the final payment for the services provided and shall be provided to the guest upon departure.

3.6. A guest can be accommodated in the reserved room before the check-in time, from 6.00 a.m. to 2.00 p.m., only upon prior agreement with the hotel reservation and accommodation service. In this case, the “early check-in” tariff which is 30% of the daily room rate, shall be applied.

3.7. The administration shall provide the guest with accommodation in the hotel only for the paid period of time. After the end of the paid period, at the request of the Guest, the period of stay can be extended provided that there are available rooms.

3.6. If it is necessary to extend the period of stay, the guest shall inform the hotel administrator no later than 2 hours before the check-out time. It is possible to extend the stay in the same room provided that there is no confirmed reservation of third parties.

3.7. The hotel administrator has the right to refuse to accommodate guests/assign guests to share the room in the following cases:

• Guests have no documents; the documents are invalid, expired, or there is a suspicion that the documents are forged.
• There is no payment for the room in the prescribed manner and the required amount.
• The guest looks untidy, messy. The guest is under the influence of alcohol, behaves in an inappropriate, aggressive manner.
• The guest refuses to follow the internal accommodation rules of the hotel (smoking, parking rules, etc.).
• In other cases stipulated by the legislation of the Republic of Kazakhstan and common sense.

4. Payment for accommodation

4.1. Check-out time is 12:00 p.m. (local time)

4.2. The hotel applies a daily room rate.

4.3. No reservation fee shall be applied.

4.4. In case of a preliminary guaranteed reservation, a fee of 100% of the actual rate may be applied as an advance payment for the entire expected period of stay or for one (first) day of stay.

4.5. A guest or a booking company may be charged according to the terms of subparagraphs 2.5, 2.6, 3.6.

4.6. If a guest shortens the period of stay at the refundable rate, he/she is obliged to inform the reception staff about the change of the check-out date 24 hours before the actual check-out, otherwise, the guest will be charged a cancellation fee equal to one daily rate.

4.7. Accommodation charges shall be paid according to the single check-out time established at the Home Parq Hotel; shall be calculated at free (contractual) prices established at the moment of reservation and approved by the hotel management. Payment for hotel services and cafe shall be made in KZT in cash, by bank transfer in accordance with a reservation contract or by payment (credit) cards of international payment systems.

4.8. The hotel shall use the following check-out time system: check-in time is 2:00 p.m., check-out time is 12:00 p.m. local time. In case of a delayed check-out, the guest will be charged as follows:

• if the delay is less than 6 hours after check-out time, the guest will be charged 50% of the daily room rate;
• if the delay is from 6 to 12 hours after check-out time the guest will be charged 100% of the daily room rate;
• if a guest checks in the period from 6:00 a.m. to 12:00 p.m. he/she shall be charged 30% of the daily room rate;
• if a guest checks in before 6:00 a.m., he/she shall be charged the full daily room rate.

4.9. Information about current room rates and the cost of additional services is available at the reception.

4.10. Children under the age of 6 are allowed to stay in their parents' room for free without the provision of an extra bed. Breakfast for a child can be provided for an additional payment in Terra Cafe, according to the current menu.

4.11. At the request of guests and with the agreement of the administration, visitors are allowed to stay in the room without registration until 11.00 p.m.

4.12. In case a visitor stays in the guest’s room after 11:00 p.m. or a registered guest brings a visitor at night (from 11:00 p.m. to 8:00 a.m.), these persons shall submit documents in accordance with subparagraph 3.3 to register the sharing of the guest's room. This shall be charged as double accommodation, according to the price list approved by the Home Parq Hotel. No extra bed shall be provided. An extra bed can be provided for an additional fee established for this service.

5. Accommodation procedure of the hotel

5.1. The Home Parq Hotel is open 24 hours a day, 7 days a week.

5.2. Breakfast is served at Terra Cafe from 7.00 a.m. to 10.30 a.m. If you wish to have breakfast before the specified time, you shall contact the receptionist before 9.00 p.m the day before.

5.3. The hotel administration shall not be responsible for the operation of municipal utilities (emergency shutdown), force majeure, as a result of which there is a shutdown of electricity, heating and water supply.

5.4. During the guest's stay, the room shall be cleaned before 5.00 p.m. every day, from the second day of stay.

5.5. Bed linen shall be changed once every three days in all rooms, except for Suites and Apartments. In rooms of these types, bed linen shall be changed daily. At the request of the guest and for an additional fee, according to the current price list, bed linen can be changed ahead of schedule.

5.6. Towels shall be changed daily from the second day of stay in the rooms of all types. At the request of the guest and for an additional fee, according to the current price list, towels can be changed ahead of schedule or additional towels and bathrobes can be provided.

5.7. Shower products and personal care products shall be changed as necessary.

5.8. During the stay, if necessary/at the request of the guest, hotel staff shall daily replenish the minibar according to the menu of the minibar.

5.9. The hotel administration reserves the right to visit the room without the consent of the guest in case of technical problems in the room, such as smoke, fire, flooding, and in case of violation by the guest of this accommodation procedure, public order, the procedure for the use of household appliances.

5.10. In case of the discovery of forgotten things, the administration shall take measures to return them to the owners. Forgotten things shall be stored in the hotel for 6 months from the day the guest leaves and shall be disposed of if the owner was not found and did not make a refund request.

• Valuables, jewelry, watches, credit cards, passports, driving licenses and large sums of money shall be stored for one year and one day.
• Items that are not of special value (chargers, souvenirs, small household appliances) shall be stored at the lost-and-found for three months, then they shall be transferred to the person who found them or shall be disposed of.
• According to the sanitary norms and rules, drinks and perishable foodstuffs found in the room by maids during the cleaning process are subject to immediate disposal.
• Corked bottles with alcohol, caviar, etc. are regarded as equal to forgotten things and shall be stored for 6 months, if they do not expire earlier.
• Individual items, such as underwear, combs, razors which are found clean, can be stored for 7 days from the date of their discovery. If the owner is not found within the specified period, things shall be disposed of. Open individual cosmetics (shampoo, shower gels, etc.) cannot be stored and shall be disposed of immediately.

5.11. If a guest is absent in the hotel for more than a day (or after 6 hours from the check-out time), the hotel administration has the right to create a commission and make an inventory of the property in the room. The administration takes responsibility for material values, such as cash, precious metals, valuable documents. Other things will be kept by the service department.

5.12. If a guest violates the hotel accommodation rules, the administration has the right to take all necessary measures to restore order, as well as peace and quiet of other guests. If the guest repeatedly violates the internal accommodation rules, or does not respond to the demands of the administration and/or law enforcement officers and/or security officers, which leads to material losses or creates inconvenience to other guests, the hotel administration has the right to refuse to accommodate or to evict from a hotel unilaterally.

5.13. The hotel also has the right to refuse to extend the period of stay, in case the guest violates the accommodation procedure, or does not pay for hotel services in a timely manner, causes material damage to the hotel.

5.14. In case a guest has complaints, the administration shall take all possible measures provided for by law to resolve the conflict.

5.15. If there is a “Do not disturb” sign on the guest’s door and the hotel administrator does not have information about when the room can be cleaned, the administrator shall make a call for clarification after 4.00 p.m. If nobody answers, the hotel administration reserves the right to enter the room to determine the situation, since a maid service shall visit the room once a day.

6.1. Smoking is allowed in the specially designated “Smoking room”; in summer smoking is allowed on the balcony in the rooms where it is provided. For violation of this rule, the hotel administration has the right to collect a penalty from the Guest in the amount of the daily rate of the occupied room.

6.2. The hotel administration reserves the right to install video surveillance in public places (in the lobby, corridors, outdoor areas of the hotel), to ensure the safety of guests and hotel staff.

6.3. If a guest is absent in the hotel for more than a day (or after 6 hours from the check-out time), the hotel administration has the right to create a commission and make an inventory of the property in the room.

6.4. The Book of feedback and suggestions shall be kept at the Hotel Reception and shall be given to the Guest at the first request/demand (except for the persons who are under the influence of alcohol). Claims and complaints shall be accepted in writing and shall be considered in accordance with the procedure established by law. Guests can leave feedback and suggestions about the service of the hotel, as well as about the service of Terra Cafe in the Guest Questionnaire provided in each hotel room.

6.5. In cases not provided for by these rules, the administration and the guest shall be guided by the current legislation of the Republic of Kazakhstan.

6. Responsibilities of hotel guests during their stay:

6.6. Please follow fire safety rules and rules for using electrical appliances in the room.

6.7. Do not use electric heaters in the room.

6.8. Please take care of the property and equipment. Guests shall reimburse the damage in case of loss, damage, destruction of the hotel property, or for other violations. The damage caused shall be assessed on the basis of the “price list for the destruction of the hotel property”, and the guest shall be responsible for the damage caused by persons invited by him/her.

6.9. Please follow the accommodation procedure established by the hotel regarding cleanliness, silence and public order in the room and in the hotel.

6.10. Please close windows, water taps after using, turn off the lights, TV, air conditioning; lock the door when leaving the room.

6.11. If you detect the loss of personal items, please inform the hotel administration immediately, so that they will take measures to find your items.

6.12. Please keep valuables, jewelry, money, and documents in an electronic safe located in the room (provided free of charge). The administration shall not be responsible for the loss of the guest’s valuables if he violates the hotel accommodation procedure.

6.13. Please pay for the services provided timely and in full, including additional services.

6.14. Please check out before 12.00 p.m.

6.15. Upon departure, please vacate the room; the maid service of the Hotel will check it; then hand over the room keys and pay for the services marked in the Guest’s bill, unless the third party has officially declared the responsibility for the bill. Payment documents and checks shall be provided to the Guest after payment.

6.16. If the guest does not comply with the abovementioned requirements of these Rules, the administration has the right to evict him/her before the time and to impose penalties.

7. Prohibited activities:

7.1. Do not invite strangers or little-known people into the room. Do not leave strangers in the room. Do not transfer the room key and be absent in the room. Do not leave the room door open.

7.2. Smoking is prohibited in the territory of the hotel, including in the rooms (in accordance with the Law of the Republic of Kazakhstan No. 299-V dated April 6, 2015, Article 159 of the Code of the Republic of Kazakhstan On Public Health and Health Care System No. 193-IV dated September 18, 2009). In case of violation of this prohibition, the hotel reserves the right to contact the law enforcement authorities to bring the guest to administrative responsibility for smoking in the wrong places. In this case, if the hotel is subject to administrative responsibility due to the abovementioned violation of the guests and/or people invited by them of the established prohibition on smoking in the hotel, the hotel reserves the right to demand compensation from the abovementioned guest in the amount of the penalty imposed on the hotel by the competent state authorities. In addition, smoking in the room will entail the compensation for the expenses for additional special cleaning (long-term ventilation, use of odor absorbers, washing of all textiles of the room, etc.). The amount of the penalty for smoking in the room shall be equal to the daily rate of the occupied room. The amount of the penalty for smoking in the wrong place shall be determined by the Receptionist, based on the area of smoke.

7.3. Please do not play loud music and make other noise.

7.4. Please do not pollute the territory of the Hotel.

7.5. Please do not store bulky items, flammable, explosive, toxic, narcotic materials, cold weapons and firearms, chemical and radioactive substances, mercury in the room.

7.6. Please do not drink alcohol and other drinks, and do not eat food in public places of the Hotel, except for cafes, lobby bars, and the room.

7.7. Please do not use heaters if they are not provided for in the hotel room.

7.8. Please do not disturb guests staying in adjacent rooms.

7.9. Please do not rearrange, remove furniture, bedding, and towels from the room.

7.10. Please do not bring or keep animals (birds, reptiles) in the room.

7.11. Please do not take out dishware, cutlery and other property of the room.

8. Services provided during the stay in the hotel

The list of services provided by the Home Parq Hotel free of charge:

• secure parking;
• Internet, Wi-FI (you can get the password for WI-FI connection at the Reception);
• safe (money, passports, jewelry, and other valuables should be stored in individual safes, which are provided free of charge in your room. The hotel is not responsible for unattended valuables in the rooms);
• television (plasma TV with international channels and the remote control is in your room. If necessary, contact the Reception, hotel administrators will help you.);
• boiling water, sewing and shaving kit, iron, ironing board;
• terry slippers;
• a bathrobe (provided in all rooms, except for the rooms of economic class);
• luggage delivery (for individual guests);
• delivery of correspondence addressed to the guest upon its receipt;
• use of a medical kit;
• a wake-up service at a specific time;
• ordering a taxi, a car;
• ordering railway and airline tickets;
• booking entertainment services;
• making appointments in SPA and beauty salons;
• calling an ambulance.

Additional services (paid for according to the current price list for additional services)

• a minibar with cool drinks, foodstuffs (the minibar is replenished daily, and the cost of consumed products is automatically added to your bill).
• room service (if you want to have breakfast, lunch or dinner in the room, you can use the service by dialing 410 on the telephone in your room. In this case, the cost of delivery is added to the cost of the selected menu items).
• telephone communication (you can call anywhere in the world by dialing on the telephone in your room: 9 + 8 (dial tone) + city code + call recipient number; for international calls you need to dial 9 + 8 (dial tone) + 10+ city code + call recipient number.

You can contact the Reception (401) for detailed information on tariffs and for assistance in case you have any questions.

• laundry services (washing, ironing, dry cleaning are carried out according to the price list for laundry services. You can obtain more detailed information about the cost of the services by filling out the laundry order form provided for in your room).
• faxing, photocopying, typing.
• romantic and wedding packaged offers for newlyweds.
• additional cleaning in the room.
• extra set of bed-linen/towels/bathrobes.
• bed linen on request
• ordering and sending flowers.