ACCOMMODATION TERMS AND CONDITIONS

(Public Offer under the Laws of Ukraine)

Effective from January 1, 2026

Please read these Accommodation Terms and Conditions carefully before making a reservation or checking into Opera Passage Hotel & Apartments.

If you do not agree with any provision of these Terms and Conditions or have any questions regarding your stay, please contact the Hotel before making a reservation or checking in.

These Terms and Conditions constitute a Public Offer under the laws of Ukraine and govern the provision of temporary accommodation services by Opera Passage Hotel & Apartments (hereinafter referred to as the Hotel) at the following addresses:

27 Svobody Avenue, Lviv, 79007, Ukraine
6 Lesya Kurbasa Street, Lviv, 79007, Ukraine

depending on the location of the reserved room or apartment.

These Terms and Conditions define the rights and obligations of the Hotel and the Guest, as well as the procedures governing reservations, payments, cancellations, accommodation, use of Hotel property, and the liability of the Parties.

By making a reservation, paying for accommodation, completing registration, checking into the Hotel, or using any of the Hotel’s services, the Guest confirms that they have read, understood, and accepted these Terms and Conditions together with the Hotel House Rules.

These Terms and Conditions and the Hotel House Rules shall apply simultaneously and form an integral part of the agreement between the Hotel and the Guest.

1. GENERAL PROVISIONS

1.1. These Terms and Conditions govern the agreement for the provision of temporary accommodation services between the Hotel and an individual Guest.

1.2. These Terms and Conditions constitute the Hotel’s public offer to provide accommodation services under the conditions set forth herein, the Hotel House Rules, and the terms of the confirmed reservation.

1.3. The Hotel and the Guest are hereinafter collectively referred to as the Parties and individually as a Party.

1.4. For the purposes of these Terms and Conditions, the terms “Guest” and “Consumer” refer to an individual who reserves or receives the Hotel’s services for personal purposes.

1.5. The current version of these Terms and Conditions is available on the Hotel’s official website and may also be reviewed at the Hotel.

1.6. The relationship between the Hotel and the Guest shall be governed by the laws of Ukraine.

2. SCOPE OF SERVICES

2.1. The Hotel agrees to provide the Guest with temporary accommodation by making a room or apartment available for occupancy. The Guest agrees to pay for the accommodation and to comply with these Terms and Conditions and the Hotel House Rules.

2.2. The room or apartment category, check-in and check-out dates, number of Guests, accommodation rate, and any other applicable conditions shall be determined by the confirmed reservation.

2.3. The Hotel shall provide accommodation corresponding to the reserved room or apartment category and its standard amenities.

2.4. The terms of the selected rate plan specified during the booking process and/or in the booking confirmation form an integral part of these Terms and Conditions.

3. ACCEPTANCE OF THESE TERMS

3.1. The agreement between the Hotel and the Guest is concluded by the Guest’s acceptance of these Terms and Conditions.

3.2. Acceptance includes, but is not limited to:

making a reservation;
paying a deposit or the full accommodation fee;
paying for accommodation upon check-in;
completing registration and checking into the Hotel;
completing any registration form or document required for check-in;
using any accommodation or other Hotel services.

3.3. By accepting these Terms and Conditions, the Guest confirms that they:

have read and understood these Terms and Conditions;
have read the Hotel House Rules;
accept the accommodation conditions;
agree to comply with all applicable rules and safety requirements.

3.4. During the reservation process and upon check-in, the Guest shall provide accurate information and valid identification documents as required by the laws of Ukraine.

3.5. Guest registration and check-in shall be carried out in accordance with the applicable laws of Ukraine governing hotels and similar accommodation establishments.

4. USE OF HOTEL PROPERTY

4.1. Rooms and apartments are furnished and equipped with furniture, household appliances, sanitary fittings, tableware, textiles, and other items appropriate to their category.

4.2. The Guest shall use all Hotel property with due care and solely for its intended purpose.

4.3. Any malfunction, damage, water leakage, fire, or other emergency affecting the room, apartment, or Hotel property must be reported to the Hotel immediately.

4.4. The Guest shall compensate the Hotel for any loss of or damage to Hotel property caused by the Guest.

4.5. The value of the items provided in each room or apartment is specified in the Hotel Property Inventory and Price List, which is available for the Guest’s inspection.

4.6. Where the damaged or lost item is listed in the Property Inventory and Price List, compensation shall be calculated according to the value specified therein.

4.7. Where the damaged or lost item is not listed, compensation shall be based on the actual cost of repair, restoration, or replacement.

4.8. The Hotel may prepare a written damage report describing the nature of the loss or damage and the amount of compensation claimed.

4.9. The Guest is also responsible for any damage caused by visitors invited by the Guest or by pets accompanying the Guest.

4.10. Room keys and access cards remain the property of the Hotel. They shall not be transferred to third parties and must be returned upon check-out.

4.11. If a key or access card is lost, the Guest shall reimburse the Hotel for the cost of its replacement.

5. ACCOMMODATION RULES

5.1. The Hotel operates 24 hours a day.

5.2. Check-in begins at 3:00 p.m.

5.3. Check-out is by 12:00 noon.

5.4. Early check-in and late check-out may be available upon prior request and subject to availability. Additional charges may apply in accordance with the Hotel’s current rates.

5.5. Check-in is subject to the presentation of a valid identity document as required by the laws of Ukraine.

5.6. Quiet hours are observed from 10:00 p.m. until 8:00 a.m.

5.7. During quiet hours, Guests shall refrain from making excessive noise, including playing televisions, audio equipment, or other electronic devices at a volume that may disturb other Guests.

5.8. Guests may receive visitors; however, they remain fully responsible for their visitors’ conduct and compliance with these Terms and the Hotel House Rules.

5.9. Persons who are not included in the reservation and are not registered as Guests may remain in the room or apartment only within its permitted occupancy limits and subject to the Hotel’s safety requirements and House Rules.

5.10. The Hotel reserves the right to request proof of identity from visitors whenever necessary to ensure the safety and security of Guests, employees, or Hotel property.

6. SMOKING POLICY

6.1. Smoking of tobacco products, electronic cigarettes, heated tobacco products, hookahs, or any other products that produce smoke, vapour, or aerosol is strictly prohibited in guest rooms, apartments, balconies, and all other areas of the Hotel where smoking is prohibited by the laws of Ukraine or the Hotel House Rules.

A designated smoking room is available on the third floor of the Hotel. Smoking is permitted only in this designated area and provided that it does not disturb other Guests.

6.2. Smoking in a prohibited area shall result in a penalty of UAH 3,000 (three thousand Ukrainian Hryvnias) for each individual violation.

6.3. If smoking results in additional cleaning, odour removal, dry cleaning, repairs, or any other remedial work, the Guest shall reimburse the Hotel for all actual costs incurred.

6.4. Repeated or serious violations of this Smoking Policy may result in the early termination of the Guest’s stay in accordance with Section 7 of these Terms and Conditions.

7. SERIOUS VIOLATIONS AND EARLY TERMINATION OF STAY

7.1. The Guest shall comply with these Terms and Conditions and the Hotel House Rules and shall respect the rights of other Guests and Hotel employees.

7.2. In the event of a serious or repeated violation of these Terms and Conditions, the Hotel House Rules, applicable safety requirements, or public order, the Hotel reserves the right to terminate the Guest’s stay before the scheduled check-out date and require the Guest to vacate the room or apartment immediately.

7.3. Serious violations include, but are not limited to:

aggressive, threatening, abusive, or offensive behaviour towards other Guests, Hotel employees, or any other persons;
physical violence or threats of violence;
intentional damage to or destruction of Hotel property;
repeated smoking in prohibited areas;
possession or use of weapons, explosives, narcotic drugs, or any other items prohibited by law;
conduct that endangers the life, health, or safety of any person;
serious or repeated disturbance of the peace and quiet;
organising parties or gatherings that cause significant inconvenience to other Guests or create a risk of damage to Hotel property;
allowing third parties to use the room, apartment, key, or access card in violation of these Terms and Conditions;
any other conduct that jeopardises the safety, security, property, or peaceful enjoyment of the Hotel by other Guests.

7.4. Where the Guest’s conduct poses an immediate threat to the safety of persons or property, the Hotel may require the Guest to cease such conduct immediately and vacate the room or apartment without delay.

7.5. If the Guest refuses to comply, the Hotel reserves the right to contact the competent authorities in accordance with the laws of Ukraine.

7.6. Where accommodation is terminated before the scheduled departure date, any refund for unused accommodation shall be considered individually, taking into account the circumstances of the case, the nature of the violation, the services already provided, any damage caused, and the applicable laws of Ukraine.

7.7. Early termination of the Guest’s stay shall not release the Guest from the obligation to compensate the Hotel for any damage caused or to pay any outstanding charges.

8. HOTEL SERVICES

8.1. The Hotel provides accommodation services in accordance with the confirmed reservation and the selected rate plan.

8.2. The services included in the accommodation rate are determined by the selected rate plan.

8.3. Additional services may be available for an extra charge. Their availability, prices, and conditions shall be communicated to the Guest before the services are ordered.

8.4. Additional room or apartment cleaning is available upon request and subject to availability.

8.5. Bed linen and towels are routinely replaced once every four days during the Guest’s stay.

8.6. Additional towel replacement, linen changes, or housekeeping services may be provided upon request in accordance with the Hotel’s current service conditions and charges.

9. RESERVATIONS

9.1. Reservations may be made directly with the Hotel or through third-party online booking platforms.

9.2. A reservation shall be deemed confirmed once the Guest receives a booking confirmation from the Hotel or the relevant booking platform.

9.3. The booking confirmation shall include, where applicable:

check-in date;
check-out date;
room or apartment category;
number of Guests;
accommodation rate;
payment terms;
cancellation policy;
any additional conditions applicable to the selected rate plan.

9.4. The Guest shall provide accurate and complete information required to process the reservation.

9.5. Reservations made through Booking.com or any other online booking platform are also subject to the terms and conditions of the respective platform.

9.6. If the selected rate plan contains conditions that differ from these Terms and Conditions, the terms of the selected rate plan shall prevail, provided that they do not conflict with the applicable laws of Ukraine.

10. PAYMENT

10.1. Accommodation charges and the prices of additional services shall be determined according to the rates in effect at the time the reservation is made.

10.2. All prices are quoted in Ukrainian Hryvnia (UAH).

10.3. Payment may be made in cash, by bank card, bank transfer, online payment service, or any other payment method accepted by the Hotel.

10.4. Depending on the selected rate plan, the Hotel may require full prepayment, partial prepayment, payment upon arrival, or another form of reservation guarantee.

10.5. Any required prepayment amount and payment deadline shall be specified during the booking process and/or in the booking confirmation.

10.6. If the required prepayment is not received within the specified period, the Hotel reserves the right to cancel the reservation unless otherwise provided by the reservation terms.

10.7. Certain rate plans may provide that the prepayment is non-refundable or only partially refundable. Such conditions shall always be communicated to the Guest before the reservation is confirmed.

11. CANCELLATION AND NO-SHOW

11.1. The Guest may cancel a reservation using the cancellation procedure specified during the booking process or in the booking confirmation.

11.2. Unless otherwise provided by the selected rate plan, a reservation may be cancelled free of charge with a full refund of any prepayment if cancellation is made no later than 48 hours before the scheduled check-in date.

11.3. If the reservation is cancelled less than 48 hours before the scheduled check-in date, the prepayment (deposit) shall be non-refundable unless otherwise required by the selected rate plan or the applicable laws of Ukraine.

11.4. If the Guest fails to arrive on the scheduled check-in date without prior cancellation (no-show), the no-show policy applicable to the selected rate plan shall apply.

11.5. Special promotional or non-refundable rate plans shall be governed by the cancellation conditions applicable to those rate plans.

11.6. Reservations made through Booking.com or any other online booking platform shall also be subject to the cancellation and no-show policies of the respective platform.

11.7. If the Hotel cancels a reservation for reasons not related to the Guest’s breach of these Terms and Conditions, any refund shall be made in accordance with the reservation terms and the applicable laws of Ukraine.

11.8. In exceptional or unforeseen circumstances that materially affect either the Guest’s ability to travel or the Hotel’s ability to provide the reserved accommodation, requests to amend the reservation, change travel dates, or receive a refund may be considered individually, taking into account the specific circumstances of each case.

12. GUEST RIGHTS AND OBLIGATIONS

12.1. Guest Rights

The Guest is entitled to:

receive accommodation services in accordance with the confirmed reservation;
receive accurate information regarding the Hotel’s services, facilities, and accommodation conditions;
use the reserved room or apartment together with the facilities and amenities provided therein;
contact the Hotel with requests, comments, suggestions, or complaints regarding the services provided;
purchase additional services offered by the Hotel, subject to availability and the applicable charges.

12.2. Guest Obligations

The Guest agrees to:

comply with these Terms and Conditions and the Hotel House Rules;
pay for accommodation and any additional services in a timely manner;
treat Hotel property with due care;
comply with fire safety regulations and other applicable safety requirements;
observe the established quiet hours;
refrain from disturbing other Guests or interfering with the normal operation of the Hotel;
immediately notify the Hotel of any malfunction, damage, accident, or emergency;
compensate the Hotel for any loss or damage caused by the Guest, the Guest’s visitors, or accompanying pets;
return all room keys and access cards upon check-out.

13. PET POLICY

13.1. Pets are permitted only in room or apartment categories where pet accommodation is expressly allowed by the Hotel.

13.2. Guests travelling with pets must inform the Hotel in advance and comply with the Hotel’s Pet Policy in force at the time of the reservation.

13.3. The Guest accepts full responsibility for the behaviour of their pet, compliance with sanitary requirements, and any damage or inconvenience caused by the pet.

13.4. Pets must not be left unattended in the room or apartment unless expressly permitted by the Hotel.

13.5. The Hotel reserves the right to refuse accommodation with a pet if the Guest fails to comply with the applicable Pet Policy.

14. LIABILITY

14.1. Each Party shall be liable for any failure to perform or improper performance of its obligations under these Terms and Conditions in accordance with the applicable laws of Ukraine.

14.2. The Guest shall be liable for any loss or damage caused to the Hotel as a result of intentional misconduct, negligence, or the actions of persons or pets for whom the Guest is responsible.

14.3. The Hotel shall provide accommodation services in accordance with these Terms and Conditions and the applicable laws of Ukraine.

14.4. Unless otherwise required by law, the Hotel shall not be liable for the loss of or damage to personal belongings left unattended in guest rooms, apartments, or other areas of the Hotel.

14.5. The Hotel shall not be liable for any interruption or limitation of electricity, water supply, heating, Internet access, telecommunications, or other utilities where such interruption is beyond the Hotel’s reasonable control or results from force majeure or emergency circumstances.

15. FORCE MAJEURE, EMERGENCY SITUATIONS AND MARTIAL LAW

15.1. Neither Party shall be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results directly from circumstances beyond the reasonable control of that Party.

15.2. Such circumstances may include, without limitation:

war or armed conflict;
martial law;
missile, drone, artillery, or other military attacks;
air raid alerts;
acts of terrorism;
fires, explosions, or structural damage;
natural disasters;
accidents affecting critical infrastructure;
prolonged interruptions to electricity, water supply, heating, telecommunications, or Internet services;
epidemics, pandemics, quarantine restrictions, or public health emergencies;
decisions or actions of governmental authorities;
transport restrictions;
any other extraordinary circumstances that objectively prevent the Hotel or the Guest from fulfilling their obligations.

15.3. During martial law or any other emergency, the Hotel may introduce additional safety measures necessary to protect Guests, employees, and Hotel property.

15.4. During an air raid alert or any other emergency, Guests shall immediately follow the instructions issued by the Hotel and the competent authorities.

15.5. The Hotel cannot guarantee the uninterrupted operation of all services, engineering systems, or facilities where this is impossible due to circumstances beyond its reasonable control.

15.6. The Hotel shall make reasonable efforts to minimise the consequences of such circumstances and, where practicable, inform Guests of any significant changes affecting Hotel operations.

15.7. The existence of martial law alone shall not automatically release either Party from its contractual obligations. Relief from liability shall apply only where specific circumstances have directly prevented performance.

16. VIDEO SURVEILLANCE

16.1. For the safety and security of Guests, employees, visitors, and Hotel property, video surveillance may be carried out in selected public areas of the Hotel.

16.2. Surveillance cameras may be installed at entrances, reception areas, corridors, stairways, and other common areas.

16.3. Video surveillance is never conducted inside guest rooms, apartments, bathrooms, or any other area where Guests have a reasonable expectation of privacy.

16.4. Video recordings may be stored for a period determined by the Hotel’s internal procedures, technical capabilities, and the applicable laws of Ukraine.

17. PERSONAL DATA PROTECTION

17.1. During the reservation and check-in process, the Hotel may collect and process personal data required for booking, registration, provision of accommodation services, compliance with legal obligations, accounting, and communication with the Guest.

17.2. Personal data shall be processed in accordance with the Law of Ukraine “On Personal Data Protection” and other applicable legislation of Ukraine.

17.3. Personal data shall be processed solely for lawful purposes and only to the extent necessary to provide the requested services and comply with legal requirements.

17.4. Guests are entitled to exercise all rights relating to their personal data as provided by the applicable legislation of Ukraine.

18. COMPLAINTS AND DISPUTE RESOLUTION

18.1. The Parties shall make every reasonable effort to resolve any questions, complaints, or disputes amicably through negotiations.

18.2. Guests may submit comments, complaints, or suggestions regarding the quality of the Hotel’s services during their stay or after departure.

18.3. The Hotel shall review each complaint within a reasonable period and, where appropriate, take reasonable measures to address any justified concerns.

18.4. Any dispute that cannot be resolved through negotiations shall be settled in accordance with the applicable laws of Ukraine.

19. FINAL PROVISIONS

19.1. These Terms and Conditions become effective on the date of their publication by the Hotel and shall remain in force until replaced or withdrawn.

19.2. The Hotel reserves the right to amend these Terms and Conditions at any time. Any revised version shall become effective upon publication unless otherwise specified.

19.3. These Terms and Conditions, together with the Hotel House Rules, the confirmed reservation, and the conditions of the selected rate plan, constitute the entire agreement between the Hotel and the Guest regarding the provision of accommodation services.

19.4. If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

HOTEL DETAILS

Opera Passage Hotel & Apartments

Address:
27 Svobody Avenue
Lviv 79007
Ukraine

Additional Location:
6 Lesi Kurbasa Street
Lviv 79007
Ukraine

Telephone:
+38 (050) 506 05 03
+38 (097) 826 22 85
+38 (063) 649 68 86
+38 (032) 295 00 55

E-mail:
op.aparthotel@gmail.com

Website:
operapassage-hotel.com