Accommodation rules

at the hotel of the Athletics Sports Complex “Qazaqstan”

Astana 2023

Reception, accommodation and accommodation of citizens in a hotel is carried out in accordance with the Rules approved by Government Decree No. 366 of April 21, 2008 “On approval of the rules for the provision of trade, entertainment, hotel, medical and other services by individuals and legal entities in the capital.”

1. General Provisions

1.1. These Hotel Rules (hereinafter referred to as the Rules) apply to persons (residents) staying at the hotel.

1.2. The hotel is intended for temporary accommodation of athletes and participants in sports, cultural and mass events who are citizens of the Republic of Kazakhstan and foreigners.

1.3. The hotel is open 24/7.

Taking into account the fact that the hotel is located in a sports complex, the operating hours are determined as follows:

1. Check-in/check-out - around the clock;

2. Lights out at 22:00 local time;

3. After 22:00, the entry and exit of guests from the hotel is coordinated with the administrator.

1.4. Hotel services are provided on the basis of a concluded contract.

1.5. These Rules, the list of services, the price list for services, information on the form and procedure for payment for services, on the storage of things, are located in the Reception information folders in the lobby of the 1st floor of the hotel.

1.6. These Rules are posted on the official website of the State Enterprise “Olympic Training Center “Astana”:

1.7. Rules for staying at the hotel, as well as fire safety rules and information about the services offered to the consumer are located in each hotel room.

1.8. The book of comments and suggestions is located at the Reception desk.

1.9. Basic concepts used in these rules:  

  • “Hotel” is a specialized premises intended for temporary residence of persons.
  • “Guest” is an individual who intends to be accommodated and/or is accommodated in a hotel.
  • “Visitor” - (stranger/relative) - a person who does not live in the hotel, but has the right to stay on the hotel premises from 08:00 to 21:00 with a one-time stay in the room for no more than one hour.
  • “Price list” is a systematic list of accommodation services and additional hotel services indicating prices, brief characteristics of room types and services provided, located in the Reception information folders in the lobby of the 1st floor of the hotel.
  • “Reservation” is an action that ensures the reservation of a specific room in the hotel’s room stock, confirming the right to check-in on the agreed dates.
  • Additional services  - catering services, household services, communication services, etc., provided on a paid or free basis in the sports complex;
  • Reception  - a reception desk for receiving and accommodating guests.
  • “Rules for accommodation, booking and payment for services” - a set of rules establishing the procedure and conditions for living in a hotel.

2. Procedure and conditions for booking and accommodation.

2.1. Persons with a confirmed room reservation receive priority rights to hotel accommodation. All others are placed on a first-come, first-served basis.

2.2. Accommodation is not guaranteed unless early booking payment is made.

2.3. If the reservation is not guaranteed by the organization, the room reservation is retained until 18:00 on the day of arrival. If you do not arrive before 18:00, the reservation will be canceled and the Guest will be accommodated on a first-come, first-served basis.

3. Procedure for registering a hotel stay

3.1. Check-in at the hotel is carried out on the basis of a written application from the organization planning to stay at the hotel.

3.2. The Administration ensures that the Guest can stay in the Hotel only during the paid period of time. After the end of the paid period, at the request of the Guest, the stay can be extended only if there are free places. This clause must be brought to the attention of the Guest at the time of concluding a contract for accommodation (acceptance of an application or payment).

3.3. If it is necessary to extend your stay, you must agree in advance on the possibility of extension and the departure date.

3.4. To obtain the right to stay, the Guest must present to the administrator one of the following documents: passport (civilian or foreign), identity card, service ID.

3.5. When leaving the hotel, the Guest is required to hand over the room to the hotel reception administrator, then hand over the room keys and pay for the services noted on the Guest's bill, unless a third party has officially declared responsibility for his account. Upon completion of payment, the Guest is issued an invoice for accommodation with an explanation of the services provided.

4. Hotel services.

4.1. Free services:

  • Providing boiling water;
  • Daily room cleaning;
  • Change of bed linen and towels once every three days;
  • Calling an ambulance;
  • “Alarm clock” service at a certain time;
  • Temporary storage of luggage at the administration upon entry and exit, but no more than 12 hours;
  • Call a taxi;
  • Iron, clothes dryer upon request of guests;
  • Free parking;
  • Use of high-speed wireless Internet.

4.2. Additional services for a fee:

  • Laundry services (washing, ironing)
  • washing and ironing of underwear is not carried out;  
  • Equipped conference room;
  • Sports services;
  • Sports and fitness services;
  • Massage services;
  • Fitness center services.

5. Procedure for payment for accommodation.

5.1. Payment for accommodation is carried out per hotel day, according to the hotel price list. The cost of the room, as well as the form of payment and penalties are established by the administration of the State Enterprise "Olympic Training Center "Astana":

Staying from 1 to 24 hours before check-out time - the fee is charged for a full day.

The procedure for paying for accommodation is advance payment, payment in cash and by bank transfer when signing the contract.

5.2. Prices for hotel services for citizens of the Republic of Kazakhstan, the CIS and foreign citizens are set in the national currency of the Republic of Kazakhstan - tenge.

6. Rights, obligations and responsibilities of the parties.

6.1. Persons staying at the hotel have the right:

  • use the hotel room in accordance with standard standards of provision (furniture, bedding and other equipment);
  • demand timely elimination of deficiencies in housing services;
  • terminate the contract for the provision of hotel services ahead of schedule by paying the hotel administration an amount in proportion to the hotel services provided.

6.2. The hotel administration reserves the right:

  • refuse to provide services to a person who has repeatedly violated the rules of the Hotel;
  • expel citizens who violate the requirements of these Rules from the territory of the Hotel at any time, without refunding money for paid services;

6.3. Persons staying at the hotel are obliged to:

  • when leaving the room, close the water taps, windows, turn off the lights, TV and electrical equipment;
  • observe silence and the established rules of residence at the hotel;
  • strictly follow fire safety rules;
  • comply with moral and ethical standards;
  • comply with the rules of behavior in the Hotel, do not offend staff, visitors and other Hotel Guests with actions and words.
  • in case of fire, inform the administrator or call 101 yourself;
  • compensate for damage in case of loss, damage or damage to hotel property. The damage caused is assessed based on the price list for damage to hotel property;
  • pay promptly and in full for all additional services provided by the hotel.

6.4. Hotel staff are obliged to:

  • For the convenience and safety of guests, the hotel staff is obliged to briefly instruct the Guest about the basic rules of the hotel, how to use the room, room equipment, the prohibition of drinking alcoholic beverages and the prohibition of smoking.

6.5. Responsibility of residents:

  • The guest is responsible for the actions of visitors invited to the room;
  • In the event of a violation of the hotel rules by a resident, the administration has the right to refuse the resident further stay on the hotel premises with the obligatory drawing up of a report on this violation and inviting, if necessary, employees of the competent authorities.
  • in case of refusal to provide services to a resident in respect of whom a measure to terminate residence was applied, a refund of money for paid but not sold accommodation services is carried out in accordance with the legislation of the Republic of Kazakhstan.

7. Procedure for staying at the hotel

7.1. In order to ensure order and safety of guests in the hotel, the following is prohibited in the hotel:

  • staying in the rooms beyond the specified time without agreement with the hotel administration;
  • unauthorized move-in is grounds for termination of the residence agreement;
  • leave strangers in the room in your absence;
  • hand over room keys to strangers;
  • store bulky items, flammable, explosive, toxic, narcotic materials and substances in the room;
  • use narcotic, psychotropic and other prohibiting substances;
  • use tobacco products in the room, in the halls and corridors of the hotel. Failure to comply with this rule entails a fine in accordance with Article 441 of the Code of the Republic of Kazakhstan “On Administrative Offenses” in the amount of 15 MCI (monthly calculation indices) for the corresponding year;
  • use heating devices if this is not provided in the hotel room.
  • rearrange, remove furniture and bedding from the room;
  • drink alcoholic beverages on hotel premises;
  • hang things in the halls and corridors of the hotel;
  • be in service, utility or other premises without permission from the hotel administration;
  • leave minor children unattended;
  • disturb the peace of guests living in adjacent rooms;
  • place pets in the hotel.

7.2. The hotel administration is not responsible for the loss of valuables, as well as for the operation of city communications (power outage, water, heat, etc.).

7.3. All hotel guests, including hotel staff, are required to comply with the requirements of these Rules.