9.6
4.8Hotel Accommodation Rules
Dear Guests!
By confirming your reservation and checking into the hotel, you acknowledge that you have read these Rules and agree to comply with them personally, as well as ensure compliance by all persons staying with you. You also consent to the inclusion of your personal data in the Customer Personal Data Database of Sole Proprietor (Individual Entrepreneur) O.H. Balyash and to the processing of such data for the purpose of providing hotel, additional, and healthcare-related services at the level necessary to achieve this purpose. Furthermore, you acknowledge that you have been informed of your rights and the information specified in Articles 8 and 12 of the Law of Ukraine “On Personal Data Protection.” The Hotel reserves the right to determine the scope of personal data processing.
The Administration kindly asks you to carefully review the accommodation conditions. If you have any questions, our staff will be pleased to provide the necessary clarification.
• A temporary shelter has been arranged on the basement level (-1 floor) of the building located at: 27 Svobody Avenue / 6 Les Kurbas Street, Lviv. Guests and visitors are required to use this shelter during a civil defense alert announced as an “AIR RAID ALERT”;
• Upon receiving an “AIR RAID ALERT” signal, hotel guests and visitors must promptly (within 5 minutes) get dressed, take personal protective equipment, documents, medications, food supplies, switch off electrical appliances, and immediately proceed to the shelter;
• The shelter is equipped with chairs, water reserves, a ventilation system, Wi-Fi, and restroom facilities;
• Directional signs leading to the shelter are located throughout the hotel premises;
• Upon check-in, hotel staff provide guests and visitors with instructions regarding the shelter location and the procedures to follow during an air raid alert.
Guests and visitors bear personal responsibility for any failure to follow the required procedures during an “AIR RAID ALERT.” No claims (including financial claims) may be made against the management or staff of Opera Passage Hotel in connection with such circumstances.
1. Reservation and Payment
1.1. To confirm a reservation, the guest must make a prepayment in the amount specified in the invoice or online booking system.
1.2. Payment must be received within one business day from the date of invoice issuance unless otherwise agreed by the parties.
1.3. A reservation is considered guaranteed only after the funds have been credited to the hotel’s account.
1.4. If payment is not received within the specified period, the Administration reserves the right to cancel the reservation or assign the room to another guest.
1.5. If several persons simultaneously request the same room, priority shall be given to the guest who first confirmed the reservation through payment.
2. Additional Services
2.1. Payment for additional services, including meals, may be made at check-in or in advance based on an issued invoice.
2.2. If the reservation is made under a package or special offer that includes a set of services, full prepayment is required for confirmation of such reservation.
3. Room Category
The Hotel accepts reservations by room category. The specific room is assigned by the Administration depending on occupancy levels and operational requirements.
4. Documents Required for Check-in
4.1. A valid identification document must be presented at check-in.
4.2. For children under 16 years of age, a birth certificate or another document required by applicable law must be provided.
4.3. In the absence of the required documents, the Administration reserves the right to refuse accommodation.
5. Hotel Services
Guests are entitled to use all paid services in accordance with the applicable rates, packages, and special offers.
6. Additional Requests
The Hotel considers guest requests individually; however, it does not guarantee fulfillment of requests that are not included in the list of services, conflict with applicable laws, internal regulations, or the capabilities of the establishment.
7. Check-in and Check-out Time
• Check-in — from 3:00 PM.
• Check-out — until 12:00 PM (noon).
8. Early Check-in and Late Check-out
Subject to room availability, early check-in or late check-out may be provided. The cost of this service is 50% of the applicable daily room rate.
9. Meals
If ordered meals are not used due to lateness, refusal, or guest absence, no compensation or refund will be provided.
10. Accommodation of Children
10.1. Children under 3 years of age may stay free of charge without an extra bed and breakfast. If a child consumes breakfast items from the adult menu, the breakfast cost will be communicated by the administrators.
10.2. Children aged 3 to 14 years are accommodated in an extra bed according to the applicable rate.
11. Pets
11.1. Only pets with calm and non-aggressive behavior that do not pose a risk to other guests or staff are permitted in the Hotel.
11.2. Accommodation fees:
• Small and medium-sized dogs weighing up to 15 kg, as well as cats — UAH 500 per night;
• Large dogs weighing over 15 kg — UAH 700 per night.
11.3. The pet owner bears full responsibility for the pet’s behavior, the safety of other guests, compliance with sanitary standards, and compensation for any damage caused to hotel property.
11.4. Pets must not be left unattended in hotel rooms. The owner must remain with the pet or ensure proper supervision throughout the stay.
11.5. If a pet causes discomfort to other guests (continuous barking, howling, aggressive behavior, etc.), the Administration has the right to require the owner to remedy the situation. In the event of repeated complaints or failure to comply with the Administration’s requirements, a penalty of UAH 2,000 may be imposed, and the Hotel reserves the right to refuse further accommodation of the pet.
11.6. The Hotel Administration reserves the right to refuse accommodation of a pet or terminate its stay in the Hotel in the event of a violation of these Rules without reimbursement of the pet accommodation fee.
12. Early Departure
12.1. In the event of early termination of the stay for reasons unrelated to the Hotel’s operations, unused services and accommodation days are non-refundable.
12.2. Exceptions may be considered individually by the Administration in the presence of documented force majeure or extraordinary personal circumstances.
12.3. At the Administration’s discretion, a portion of unused funds may be credited as a deposit for a future reservation within one calendar year.
13. Refunds
Refunds are processed upon receipt of the guest’s written application in the prescribed form, submitted no later than 2 days prior to arrival.
14. Reservation Cancellation
Refund conditions depend on the applicable rate and the timing of cancellation.
Different booking categories may be subject to separate cancellation periods and compensation amounts, which are communicated to the guest at the time of booking.
15. Liability for Damages
15.1. Guests are liable for hotel property damaged or lost due to their actions or the actions of persons staying with them.
15.2. Compensation for damages shall be based on an official report and calculated according to the market cost of repair, restoration, or replacement.
16. General Guest Obligations
16.1. Guests must observe public order, safety regulations, and standards of conduct.
16.2. Any actions that may harm the Hotel’s reputation, the comfort of other guests, or staff operations are prohibited.
16.3. In the event of a serious or repeated violation of these Rules, the Administration reserves the right to terminate accommodation without refund.
17. Responsibility for Children
17.1. Parents or accompanying persons bear full responsibility for children throughout their stay at the Hotel.
17.2. Children must not be left unattended in rooms, on hotel premises, or in public areas.
18. Quiet Hours
To ensure a comfortable stay for all guests, quiet hours must be observed:
• From 10:00 PM to 8:00 AM;
• From 2:00 PM to 4:00 PM.
During these hours, it is prohibited to create excessive noise, play loud music, sing, use fireworks or pyrotechnics, or engage in any activities that may disturb others.
19. Visitors
19.1. Persons who are not registered hotel guests may not stay in guest rooms.
19.2. Meetings with visitors are permitted in the reception area, restaurant, or designated areas of the hotel premises.
19.3. Violation of this rule may serve as grounds for early eviction.
20. Access Control and Security
Hotel employees have the right to monitor the presence of unauthorized persons on the premises and take necessary security measures.
In the event of conflicts or dangerous situations, the Administration reserves the right to contact law enforcement authorities.
21. Payment During Stay
Payments for most services are made through the hotel reception desk. Certain restaurant services may be paid directly at the restaurant cashier.
22. Smoking
22.1. Smoking tobacco products, electronic cigarettes, hookahs, and similar devices is prohibited in guest rooms, on balconies, and inside hotel premises.
22.2. In the event of a violation of this rule, the guest shall pay compensation for specialized cleaning and odor removal in the amount of UAH 3,000.
22.3. Smoking is permitted only in the designated smoking area on the 3rd floor, marked with appropriate signage. Access to this area is provided using the guest room key card.
