Booking terms and conditions

Booking terms and conditions

1. Prices
1.1. Tour Operator being Hotelbook system owner reserves the right to change the existing prices on its services as a result of introducing and changing rates, taxes and changing prices during the time of holding conferences and fairs of which it informs Tour Agent at the moment of extension of invoice.
1.2. Hotelbook booking system indicates all the hotel rates per room including taxes and charges unless otherwise stated additionally in appendix. Hotel meal plan or its absence is stated for each offer in the system.
1.3. The prices indicated by the system during search or booking are approximate and can fluctuate depending on the way prices are changed by the supplier of the services.
1.4. All additional charges (local and resort, etc.) that are not included into the cost of accommodation are paid individually by the client on-site. Tour Agent is necessarily informed about these charges in the process of the booking.   
1.5. The majority of hotels require a credit card or a cash deposit to guarantee payment of the client’s personal expenses. All the additional expenses are to be paid by the clients before the check-out. Tour Operator declines all responsibility for the client’s personal expenses at a hotel.
1.6. All special offers on free nights in hotels or booking discounts are invalid during high demand periods.
1.8. Some hotels offer flexible pricing systems that are changed on a daily basis depending on hotel sales (Best Available Rate). Hotel prices in the booking system can in this case be in line with or higher than the stated hotel price. In these cases Tour Agent has the right to abandon the booked service complying with the annulation terms specified in the booking canceling rules. Tour Operator declines all responsibility for the difference in rates and does not recoup any losses Tour Agent might suffer because of this difference.  

2. General information
2.1. The system is used for booking services for individual tourists (no more than 9 persons). All the bookings for 10 persons and more are to be sent to Tour Operator’s office via electronic mail or fax. In case Tour Agent attempts to divide the group into several bookings the hotel and (or) the booking system as well as Tour Operator reserve the right to cancel such bookings, moreover, the penalties that may arise in this case are paid by Tour Agent. 
2.2. Bookings in Hotelbook system are to be made for real clients. If it turns out that booking has been made with the purpose of blocking rooms in a hotel, the hotel and (or) the booking system as well as Tour Operator reserve the right to cancel such bookings, moreover, the penalties that may arise in this case are paid by Tour Agent.  
2.3. It is not allowed to disclose any information concerning Hotelbook booking system to third parties. Unauthorised access to the system is also not allowed. Herewith Tour Agent is absolutely responsible for all the bookings made with help of the Login and Password assigned to Tour Agent in the Hotelbook booking system. The Login and Password for accessing the booking system can be provided to the Tour Agent’s members of staff that are qualified enough to be able to make bookings.  
2.4. The hotel descriptions in the system are purely informational in character. They are all carefully checked but neither the booking system nor the Tour Operator bears any responsibility for the mistakes and discrepancies that might occur in the descriptions of services and locations of hotels.
2.5. Hotelbook system offers services for booking hotel services, transfers, excursions, car rentals. Neither Tour Operator nor Tour Agent bears any responsibility before the client for personal expenses and additional expenses that might occur when the client will be using the booked services.
2.6. All the rights for any information provided in any form in Hotelbook booking system belong to Tour Operator. This information cannot be used without Tour Operator’s written permission.

3. Bookings during High Demand periods (fairs, congresses, conferences, events, etc.)
3.1. During some fairs and other events the prices on services can be higher than the published ones moreover the increase in prices can occur even after the booking has already been made and confirmed. In this case Tour Agent is given an opportunity to inform the client about the increase in prices and decide whether to leave the booking or cancel it.  
3.2. Some hotels do not accept any changes in previously confirmed bookings for the period of fairs and other events. This information is published in the “information” and “special conditions” sections that are displayed before the order confirmation.
3.3. In some cases during High Demand periods (fairs, congresses, conferences, events, peak dates, etc.) Tour Operator has the right to set the payment deadline for the provided services that is earlier than the deadline stated in the agreement, complying with the requirements of the suppliers of the services. Disregard of this requirement leads to booking cancelation.

4. Vouchers
4.1. Tour Agent in Hotelbook booking system has access to automatic process of voucher receipt for its clients. Tour Agent is obliged to check the availability of full information about each client’s accommodation as well as the service confirmation number from the partner. All the information to be displayed in the voucher and (or) the Voucher itself can be printed through Hotelbook booking system.
4.2. It is necessary to specify the booking number and other company reference in the voucher for some hotels in case it is stated in the booking confirmation (in most cases this information is automatically displayed in the voucher).
4.3. The voucher is to contain information regarding accommodation payment performed through one of the system suppliers or another local partner. The client pays for all the additional expenses at the hotel personally upon the check-out.   
4.4. If the clients are checking in at the hotel at different times Tour Agent is to create a separate voucher for each client.
4.5. The hotel has the right to require the full published cost of accommodation from the clients who fail to submit their voucher and (or) booking confirmation number, otherwise their booking can be cancelled by the hotel.

5. Bookingcancelation
5.1. Bookings are to be cancelled in the system according to the cancelation terms and conditions indicated in the system.
5.2. Minimum penalty for untimely booking cancelation or for No Show (if the client fails to check in at the hotel) equals to one night of stay in the hotel per room. During High Demand periods (fairs, conferences, etc.) the penalty may equal to 100% of all the booked services cost. Therefore Tour Agent is to pay special attention to the cancelation rules that are specified in Hotelbook booking system (in the “special conditions” and ”remarks” sections). In all cases the booking cancelation priority period is governed by the conditions specified in the remarks or in the written form (via fax or e-mail) confirmed by Tour Operator.
5.3. Bookings for high demand periods (fairs, conferences, etc.) are subject to penalties for cancelation or changes in the order if they were made after the booking has been confirmed and (or) after the booking cancellation terms have expired (deadline).
5.4. In some cases hotels can change the terms of agreement and cancelation time frame. Information about it can either be published in “remarks” or Tour Agent can be informed about it via e-mail or fax.
5.5. All penalties and other financial losses for untimely booking cancelations performed through Hotelbook system are paid by Tour Agent that failed to comply with the order cancelation rules and deadline.
5.6. If the client checks out from the hotel before the previously booked check-out date the possibility of refund for the unused nights and the refund amount depend on the hotel policy if the early check-out terms have not been discussed in advance.
5.7. In case service cancelation is done by the client right in the hotel and the tourist intends to get a refund he/she is to receive a written document from the hotel containing the service cancelation date, name and surname of the hotel manager/official handing out the document and the confirmation of the service cancelation. The refund for service cancelation is impossible in case the respective document is missing.

6. Hotelbookvisasupportrules
To enter the territory of the Russian Federation a foreign tourist is to have a Russian visa.
The visa is provided in the Russian Embassy or Consulate according to the tourist’s place of residence.
Tour Operator provides visa support, i.e. a tourist invitation and a voucher required for receiving the Russian entrance visa.

Please note! Tour Operator offers visa support services but cannot guarantee the entrance visa confirmation. Tour Operator provides entrance Russian tourist visa support services for the period for which the hotel booking has been made and completely paid for through Hotelbook system. The invitation is forwarded to the Agency via fax/e-mail or in the original. The courier services to deliver the original document are additionally charged for. In case of booking cancelation visa support becomes invalid (the invitation is canceled and the voucher becomes invalid and cannot be used for receiving the entrance visa).

If the Agency repeatedly cancels the booking after receiving the invitation Tour Operator reserves the right to refuse to provide invitation services to the Agency.

7. Discounts for children
7.1. As a rule, discounts on accommodation are provided for children under the age of 12 years (unless otherwise noted) staying in a double room. In this case, depending on the age of the child, a baby cot or an extra bed are provided.
7.2. In some hotels, special price for accommodation does not presuppose a separate bed for the child. In such cases the child shares the bed with the parents. Information about this is usually contained in the booking confirmation (in case the type of accommodation has been specified) and in the voucher.
7.3. If the hotel does not offer special rates or discounts for children and a triple is being booked to accommodate 2 adults and a child, the rate is calculated as for 3 adult people.
7.4. Child discount at some hotels does not include breakfast (if the child is staying free of charge). In this case breakfast is to be paid for directly at the hotel.

8. Hotel Reservations
8.1. Standard and high category room bookings available in the system are made through Hotelbook booking system. Tour Agent is to fax or e-mail to Tour Operator the requests for non-standard room bookings (studios, suites, apartments, etc.) in case they cannot be booked through the system, as well as requests for groups (from 10 persons and above).
8.2. In the process of booking Tour Operator attempts to confirm the requested hotel. In case the requested hotel cannot be confirmed an alternative is offered. Before confirming an alternative accommodation Tour Agent must agree it with the client and either accept it or reject it, cancelling it through the reservation system. The alternatives are not offered if Tour Agent chooses the "Do not offer alternatives" special remark in the system (where possible).
8.3. Tour Agent uses special remarks to specify all special requests (provide non-smoking rooms, connecting rooms, adjacent rooms etc.), but their arrangement for the hotel cannot be guaranteed neither by Hotelbook booking system, nor by Tour Operator.
8.4. Special entrance is usually arranged at the rooms for disabled people, but such rooms are not supplied with any special equipment and medical equipment to provide care for seriously ill patients. There should be an additional request for a room with the special equipment if it is needed.
8.5. Booking of additional nights for a confirmed booking is to be done in that very booking, new reservation in order to add nights is prohibited. Tour Operator has the right to cancel a confirmed reservation and book another hotel for the entire period of stay.
8.6. For early check-in or late check-out bookings it is necessary to specify the exact time, because hotels usually charge an additional fee for early check-in or late check-out.
8.7. If repairs are being carried out in a hotel Tour Operator is not responsible for any inconvenience.
8.8. In most cases check-in time at hotels is no earlier than 2 pm, in many USA and Canadian hotels it is not earlier than 3 pm or 4 pm, and Tour Agent must inform the client about it.
8.9. In case the client is supposed to have a late check-in (after 5 pm, local time) Tour Agent must make the relevant remark (notice) in Hotelbook system.
8.10. In most cases check-out time at hotels is no later than 12 pm and in some hotels it is no later than 11 am; and Tour Agent must inform the client about it. Upon departure the client is to check out and pay for all his/her additional personal expenses.
8.11. 3-bedded and 4-bedded rooms are usually furnished with one big bed (or 2 separate beds) and an extra bed or 2 large beds. Most hotels do not have a complete separate bed for each resident in these rooms and Tour Agent is obliged to notify the clients about it.
8.12. Tour Agent must inform the clients that if the hotel requires them to pay for confirmed accommodation, the clients are to contact Tour Agent. Tour Agent in its turn is to contact Tour Operator that is only able to prevent double payment for the services in the case of timely request.
8.13. All updates, including changes in rates, prices, schedule of exhibitions/fairs and hotel name changes are performed in Hotelbook system automatically without notice.

9. Transfers
9.1. The vehicle type used for transportation services depends on the number of passengers: transfer is done by car if there are 1-2 people (with luggage) traveling, by minibus - 3-12 people (with luggage), by bus - more than 13 people.
9.2. Luggage transportation rules during transfer: one medium-sized suitcase and one piece of hand luggage per passenger. In case the number of pieces of baggage exceeds this rate, Tour Agent must book a bigger transport for the clients.
9.3. Tour Agent is fully responsible for the data specified when ordering services in the reservation system (flight numbers, time, location, arrival and departure, etc.).
9.4. If the transfer starts at the airport, railway station or at the port, the driver is to wait during 1 hour after the planned arrival of the passenger, unless otherwise indicated. In case of delays (not caused by the actions of the supplier) which lead to the additional time of service usage, Tour Agent will have to pay extra for the additional waiting time / service provided in accordance with the rates (for minimum 1 hour of service provided by the vehicle).
9.5. If the transfer starts at some other locations (a hotel, etc.) waiting time is 15 minutes from the confirmed departure time. In case of the client's delay Tour Agent must pay overtime according to the tariff per hour for the provision of services by the vehicle.
9.6. All additional services as well as an assistant’s / interpreter’s support that may be required to arrange the transfer must be specified in the booking.
9.7. Tour Agent is obliged to explain to the client that if the latter does not find a driver or an assistant at a designated location at a specific time of meeting, the client must call hotline listed on the voucher.
9.8. If the transfer was not organized through the fault of Tour Operator and the client had to take a taxi, the latter should ask the taxi driver for a slip, which is then necessarily submitted along with the request to investigate the situation.
9.9. In case the client misses a plane, train or ferry for reasons beyond the control of Tour Operator (for example, if the client fails to come in time for the transfer or if there are reasons relating to force majeure), Tour Operator is not responsible for additional expenses that the client may have in this case.
9.10. If the client is traveling with babies or young children, a special child seat must be additionally booked. If this condition is not met the service may be denied, and the payment is not refundable in this case.
9.11. Suppliers arranging the transfer services bear no responsibility for items lost or forgotten by passengers in their vehicles.
9.12. Tip is not included in the cost of services and is left at the passenger’s discretion. The porter service fee is also not included.
9.13. Cancellation of transport services must be made before the commencement of the penalty specified in the booking. In case of cancellation after the specified time the penalty is 100%. For all cancellations received after this deadline the full penalty will be billed.
9.14. Unused and not canceled services are not refundable.

10. Miscellaneous
10.1. No actions between the Tour Operator and the Tour Agent (booking, confirmation, modification, cancellation, etc.) made in the order through the booking system are accepted and processed on the phone.
10.2. All information in the order, i.e. the client names and comments – is to be entered in English only.
10.3. The Tour Agent cannot guarantee service provisioning for the client unless this service has been confirmed in the system.
10.4. The Tour Agent is to fax or e-mail to the Tour Operator any requests for additional services not provided by the system.
10.5. The Tour Agent has an opportunity to add its sub-agents as new users in the booking system. In this case the Tour Agent is obliged to educate the subagents and bring to their attention the booking system terms and conditions as well as to provide all possible assistance and support. Tour Operator has no right to communicate directly with Tour Agent’s subagents in any form, and if this happens, Tour Operator must redirect them to Tour Agent. Tour Agent is fully responsible for all bookings of the services and order payments performed by its subagents in Hotelbook.
10.6. In all other issues not mentioned in these booking Terms and Conditions Tour Operator and Tour Agent must be guided by the rules and conditions specified in the booking system.
These Terms and Conditions are an integral part of the Agreement on the rendering of tourist services.