Terms of reservation

You could find all the details of making a reservation on-line via our web site or a reservation upon request (e-mail, phone number, skype or ICQ) on the page. All available payment methods and rules of accommodation in our hotels and apartments are noted there too.

Accommodation & Reservation Rules

  • Online booking policy
  • Reservation upon request / by phone
  • Cancellation policy
  • Rate plans
  • Check in / check out. Accommodation policy
  • Payment Options

We would appreciate you complying with the following points for your health and safety and for the convenience and comfort of all our guests staying at Acme Hotels & STN apartments. If you do not agree with any terms or conditions herein, or have any questions, before proceeding contact us!

Online booking policy

Online Reservation – services are accessible in real-time (online), in which case the hotel instantly confirms Reservation and sends the guest the voucher to the indicated by the guest e-mail address. If you are sure of the exact dates of your trip, complete the form on the website and you'll get a list of vacant rooms at best available rates (refundable or non-refundable). Please, keep in mind that depending on the rate plan (refundable or non-refundable) the cancellation & payment policy may vary. Make sure to examine the rate description thoroughly.

How to make a reservation?

To make a reservation online, simply fill out and submit the form on the website. After submitting form, you'll get a list of vacant flats at best available refundable and non-refundable rates.

Note that special prices for last minute / long stay / early bird bookings are available only for reservations upon request and will not be displayed in the list. Please, contact our hospitality managers in order to take advantage of our special offers. Bookings are made through the electronic reservation system available under this website and must be guaranteed either by credit card or by any other indicated means of payment. The company has the right to reject the reservation in case if/when the Clients credit card funds are insufficient to cover the costs of the ordered services or the credit card vendor rejects the transaction operation.

Before making a reservation, please, examine the rate description, payment instructions and the corresponding cancellation policy.

As soon as the payment is made / credit card details are provided, we email you a Reservation Confirmation. Thus, the definite booking is made. Please bring this confirmation, together with proof of your identity, when you check in. The final balance (minus the deposit) of accommodation cost is due for payment in cash on the day of arrival.

Alongside the Reservation Confirmation, you'll receive an email with a list of tourist services (transfer, guided tours etc) and a detailed direction on how to find the office.

At the time of booking or at least a day prior check in, please, make sure to inform us about the exact time of your arrival.

In the case of force majeure resulting in the property being rendered unsuitable for occupation, or if for any reason the accommodation originally reserved is not available, the company reserves the right to substitute a property of similar/better standard and sleeping capacity.

Reservation upon request / by phone

If you are not sure of the exact dates of your trip, or wish to get special rates & offers, please, complete the form or contact us by ICQ or phone and you'll get a reply from our hospitality managers. Given your request, we'll offer you several accommodation options at best available rates (refundable or non-refundable) as well as special prices for last minute or early bird bookings. Please, keep in mind that depending on the type of reservation (a guaranteed or non-guaranteed booking) and on the rate plan (refundable or non-refundable) the cancellation & payment policy may vary. Make sure to examine the rate description thoroughly.

How to make a reservation?

To request a reservation, simply fill out and submit the form on the website or contact us by phone, ICQ, skype. After submitting a reservation request, our hospitality managers will contact you shortly to discuss flats' availability and to finalize the details of your stay before making the reservation.

Given the request details & accommodation dates, the manager will inform you whether we require any guarantees of reservation such as prepayment or credit card details, or we'll make a non-guarateed reservation.

If no guarantees are required, accommodation should be paid upon arrival, while a definite (guaranteed) reservation is made either by means of a deposit or by credit card guarantee. As a rule, the sum of a deposit payable for each booking is equal to 1 day accommodation in the chosen flat . Make sure to examine the prepayment instructions given in Payment Options section and the corresponding cancellation policy.

As soon as the prepayment is made, we email you a Reservation Confirmation. Thus, the definite booking is made. Please bring this confirmation number with you, together with proof of your identity, when you check in. The final balance (minus the deposit) of accommodation cost is due for payment in cash on the day of arrival.

At the time of booking or at least a day prior check in, please, make sure to inform us about the exact time of your arrival. Please, note that a non-guaranteed reservation that has no credit card or other form of payment attached to it as backup, may be cancelled if a guest doesn't reply to our phone calls/emails or doesn't supply us with arrival details.

In the case of force majeure resulting in the property being rendered unsuitable for occupation, or if for any reason the accommodation originally reserved is not available, the company reserves the right to substitute a property of similar/better standard and sleeping capacity.

All apartments suggested to the client as accommodation variants are available at the time of request. Until the definite booking is made these rooms are considered to be vacant and therefore may be rented by other clients.

Cancellation policy

All cancellations must be made in writing by email, post or fax.

Depending on the type of reservation (a guaranteed or non-guaranteed booking) and on the rate plan (refundable or non-refundable) the cancellation policy may vary.

In the case of force majeure resulting in the property being rendered unsuitable for occupation, or if for any reason the accommodation originally reserved is not available, the company reserves the right to substitute a property of similar/better standard and sleeping capacity.

In case of cancellation made by the Company the deposit will be refunded.

Non-guaranteed reservation

While making a non-guaranteed reservation, you neither make a prepayment nor supply us with your credit card details, therefore in case of cancellation or no-show no penalties should be paid.

While making a non-guaranteed reservation, i.e. a reservation that has no credit card or other form of payment attached to it as backup, please , make sure to inform us about the exact time of your arrival to the hotel and reply to our phone calls/emails, otherwise your reservation may be cancelled.

Guaranteed reservation - refundable rate plan

If you are booking our regular refundable rate, we allow you to alter the reservation, i.e. to change dates of your vacation and guests' names and to cancel the reservation without penalty (subject to payment method) up to 3 days prior to arrival (accept as otherwise privided)

A guaranteed reservation typically means that the future guest's stay has a valid credit card attached to the reservation or other form of payment. If you guarantee the booking with credit card details, the sum of 1-day accommodation (+7 % banking fee) will be "frozen" or charged on the day of booking. If the reservation is cancelled up to 3 days before arrival, this amount will be "unfrozen" / returned and no fee will be charged. Later cancellation or no-show will result in the loss of this money. On the day of arrival the balance is due for payment in cash in Rubles.

If you guarantee the booking by any other method accept for credit card details, i.e. make a money transfer or pay cash, and then cancel your reservation, the sum of 1-day accommodation will not be refunded, but you are welcome to change the reservation dates & postpone your trip.

Guaranteed reservation - non-refundable rate plan

In most cases, nonrefundable hotel rates are far more restrictive than regular fares. These bookings may not be modified, i.e. you are not allowed to change dates of your vacation and guests' names and you can't cancel the reservation without penalty. A guaranteed non-refundable reservation must be paid for in its entirety at time of booking either by credit card or other form of payment.

If you wish to guarantee the non-refundable booking with credit card details, please, make sure you have enough money on your bank account since full payment will be charged to your credit card immediately. The hotel has the right to reject the reservation in case if/when the Clients credit card funds are insufficient to cover the costs of the ordered services or the credit card vendor rejects the transaction operation.

Rate plans

While making a request or booking online, you'll be offered several accommodation options at best available rates, which can be either refundable or non-refundable). Please, keep in mind that depending on the type of the rate plan the cancellation & payment policy may vary. Make sure to examine the rate description thoroughly.

Refundable rate plan

Refundable rate plan means the typically mild cancellation and prepayment policy. If you are booking our regular refundable rate, we allow you to alter the reservation, i.e. to change dates of your vacation and guests' names and to cancel the reservation without penalty (subject to payment method) up to 3 days prior to arrival (accept as otherwise provided)

A reservation at refundable rate plan might be either fully or partly paid at the moment of booking - as a rule, a guest guarantees his reservation by the sum of 1-day accommodation, and pays the balance upon arrival to the hotel. No charges apply to cancellations of bookings at refundable rate made within the certain period of time before arrival. This period is listed on the confirmation email/voucher and usually that is 3 days before arrival. Later cancellation or no-shower will result in the loss of the prepayment.

Please, note: if you guarantee the booking by any other method accept for credit card details, i.e. make a money transfer or pay cash, and then cancel your reservation, the sum of 1-day accommodation will not be refunded, but you are welcome to change the reservation dates & postpone your trip.

Non-refundable rate plan

In most cases, nonrefundable hotel rates are far more restrictive than regular fares, but on the other hand nonrefundable prices are considerably lower. A guaranteed non-refundable reservation must be paid for in its entirety at time of booking either by credit card or other form of payment. Nonrefundable bookings may not be modified, i.e. you are not allowed to change dates of your vacation and guests' names

You can't cancel the reservation without penalty. In the case of a booking cancelation or no show, the guest loses the prepayment ( as a rule, that is the entire amount of the hotel stay) as listed on the confirmation email/voucher and this sum is non-refundable under any circumstances.

Check in / check out. Accommodation policy

Guests should come to the booking department office on Karavannaya street 7 in order to collect their keys and pay for accommodation & services (daily from 9 am until 9 pm).

If you wish our representative to meet you near the house entrance, please, contact us beforehand.

Check-in time is 14:00 (2pm) Check-out time is 12:00 (noon). Guests arriving after 9pm should contact the office at least 1 day in advance to arrange check-in.

If required, you are welcome to leave your luggage at the office on arrival/departure date.

Late check out / early check in should be extra paid and prearranged.

Early check in: the sum is equal to half-day accommodation if a guest arrives 8.00 (8 am) - 14.00 (2pm); the sum is equal to full-day accommodation if a guest arrives before 8.00 (8 am).

Late check out: the sum is equal to half-day accommodation if a guest departs 12.00 (12 pm) - 18.00 (6pm) /; the sum is equal to full-day accommodation if a guest departs after 18.00 (6pm).

Late check out / early check in might be complimentary if agreed with booking department.

Accommodation rules

The minimum stay is 1 night.

Housekeeping, linen, towels change once before arrival. Housekeeping during stay is paid in addition. Clients are expected to self-cater; maid service may be organized on request during the stay for surcharge.

The number of occupants is not limited nevertheless, it must not exceed the maximum occupancy as stated on the confirmation. China, bed linen & towels in the flat are prepared only for the number of people stated in Inquiry Form. Sometimes a bond is required, which is returned to the client on departure date less the cost of any damages to the apartment or furniture, loss of the keys and outgoing telephone charges if any. The prices quoted for accommodation include heating, electricity, gas, and television. The prices exclude charges for telephone calls to other cities/countries.

All apartments include a kitchen or kitchenette equipped with cutlery, crockery, and kitchen utensils. No food is provided. Pets are prohibited at our apartments.

Regretfully, our apartments do not feature any sets of hotel in-room toiletries such as bath gel, shampoo, conditioner, body lotion, bath salt, soap.

We would appreciate if you don't smoke in the flats.

We welcome all travellers over the age of 18 in our apartments. Children under the age of 18 should stay with their parents.

Disruptive behaviour, loud music late at night or early in the morning, any other breaches of regulations are not tolerated. Failure to comply with this will cause penalties and fines. When leaving the flats, guests are obliged to turn off all water faucets, as well as the lights in the room and its facilities, and to shut the door as they leave. Guests are obliged to pay for any damage they cause, if they are unable to prove that they are not responsible for this damage.

The company cannot be held responsible (and therefore no refund is payable) for any failure or interruption of services in the flats, including electricity, plumbing, equipment and water, or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property.

The company has no strict responsibility for property, money, valuables, jewelry etc, which you leave in your room. So please keep all valuables with you when going out.Neither STN Company nor the owner of the property is liable for any accident, losses or damage sustained during the let.

Payment Options

Our company is pleased to provide our customers with a convenient payment system. Please select the method of paying from the list below and follow the instructions to complete your payment.

Cash

You are welcome to use this option for prepayment. You or your representative in Saint-Petersburg may come to our office within business hours and make the prepayment for the provided services. Upon arrival cash payment is preferable - there are many ATM machines in the city centre so receiving cash should not be a problem. The balance of the amount will be due in Russian Roubles at the time of check in. Invoices are provided.

Cashless settlement

This payment option is appropriate only for the Russian companies and tourists. Please, contact our managers for with detailed instructions on how to proceed.

Credit cards

We accept Visa (accept for Visa Electron), Mastercard, Diners Club, American Express. If you wish to book the hotel by credit card, inform the hospitality managers about it and get ready to provide us with your credit card details: Credit Card type, Credit card number, Credit card holder's name as it appears on the card, Credit card expiry date, CVV Code (3 last digits of the code on the signature field on back of card). A special authorization form and the detailed instructions on how to proceed with the booking form will be sent to you by email. Note that there is a 5% bank transaction fee applied to all credit card charges.

We find it necessary to underline that your credit card information is strictly confidential and we employ the highest levels of security to keep this information from any other party. All your personal information is stored in our off-line database and is accessed only for the purposes of assisting any future on-line reservations you make with our company.

Traveler's checks

Regretfully, we do not accept Traveler's checks.

 

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