Shchuchinsk, 2026
These Rules (hereinafter referred to as the “Rules”) establish the procedures for Guests’ stay at the “LES” Hotel and regulate the rights and responsibilities of Guests and the Hotel administration. These Rules are mandatory for all persons on the Hotel premises.
1.1. This set of rules has been developed in accordance with the International Hotel Rules dated November 2, 1981, the Civil Code of the Republic of Kazakhstan (General and Special Parts), the Law of the Republic of Kazakhstan No. 640-XII dated June 5, 1991 “On Consumer Protection”, the Rules for the Provision of Hotel Services in the Republic of Kazakhstan approved by the Government Resolution No. 366 dated April 24, 2008, as well as other regulatory legal acts of the Republic of Kazakhstan.
1.2. IE ‘Abdullaev Kanat Mustafayevich’ shall have the right to unilaterally make amendments and/or additions to these Rules, including their annexes, at any time. The administration shall notify guests of such changes by posting the updated version of the Rules at the reception desk and on the official website of the Hotel.
1.3. By entering the hotel premises, the Guest is deemed to have been informed of the video surveillance and consents to the processing of personal data within the limits established by the legislation of the Republic of Kazakhstan.
1.4. The following key terms are used in these Rules:
1.5. Hotel services are provided on the basis of a public offer. The payment of a prepayment and/or actual check-in to the hotel shall constitute the Guest’s acceptance of these Rules and the conclusion of a hotel services agreement.
1.6. These Rules, the list of services, the price list for services, information on the form and procedure of payment, as well as information on the storage of belongings are available at the reception desk.
1.7. The book of comments and suggestions is available at the reception desk.
2.1. Provision of accommodation units (rooms) for temporary stay
2.1.1. The Service Provider offers short-term or long-term accommodation to Guests for the period specified in the application or reservation. The Service Provider’s reservation department processes received booking requests and enters them into the property management system. A booking confirmation is sent to the Guest.
2.1.2. The room reservation service is available from 09:00 to 23:00.
2.1.3. Guest check-in is carried out from 09:00 to 23:00.
2.1.4. Reservation is possible subject to the availability of the required number of vacant rooms of the requested category for the relevant period.
2.1.5. Reservations are made via telephone or at the reception desk. The booking request shall include the following information: full name of the Guests, check-in/check-out date and time, number and category of accommodation units, as well as payment guarantee for the stay.
2.1.6. Any changes, amendments, rescheduling or cancellation of a reservation must be made no later than 48 hours prior to the reservation date.
2.1.7. Reservations at the “LES” hotel are made on a prepayment basis. A reservation shall be considered confirmed only after a prepayment of 50% of the total accommodation cost has been made. The prepayment invoice is issued remotely via Kaspi Bank only.
2.1.8. Rescheduling of the stay is permitted no more than twice per reservation and must be made no later than 48 hours prior to the check-in date, subject to availability of accommodation units (rooms).
2.1.9. In case of no-show or cancellation less than 48 hours prior to the check-in date, the prepayment made shall be non-refundable. In case of timely cancellation (no later than 48 hours prior to check-in), the refund conditions shall be determined in accordance with the cancellation policy effective at the time of booking.
2.1.10. Force majeure (road traffic restrictions). In the event of official restriction or closure of roads, confirmed by authorized state authorities (the Ministry of Emergency Situations and other competent services), preventing the Guest from arriving at the Hotel, the following conditions shall apply:
2.1.11. Independent stay at the Hotel is permitted only for persons who have reached the age of 18. Minor Guests are accommodated only when accompanied by their parents (adoptive parents, guardians) or legal representatives.
2.1.12. At the Guest’s request, the Service Provider shall provide the following services free of charge: calling an ambulance and other emergency services, use of a first aid kit, and delivery of correspondence addressed to the Guest to the room.
2.2. Accommodation Procedure / Check-in
2.2.1. To complete the check-in process, the Guest fills out the Guest Registration Form (Appendix No. 2) and signs it, thereby confirming the conclusion of the agreement between the Service Provider and the Guest, as well as acknowledging and agreeing to the Hotel’s accommodation rules, including Appendix No. 1 “Penalties and Compensation for Violation of Accommodation Rules”.
2.2.2. During the check-in process, the hotel administrator provides the Guest with an electronic room key and familiarizes them with the hotel’s accommodation rules and fire safety requirements.
2.2.3. Accommodation of an additional Guest is provided without an extra bed. An additional fee applies for meals and a one-time SPA visit:
2.2.4. The administration ensures that the Guest may stay at the Hotel only for the paid period. Upon expiration of the agreed period of stay, the Guest must vacate the room. Guests wishing to extend their stay must inform the reception desk and, subject to availability of accommodation units (rooms) and prior agreement with the administrator, may extend their stay upon additional payment.
2.2.5. In case of early departure after check-in:
2.2.6. If the Guest fails to vacate the room after the установленный check-out time and does not respond, the front office staff shall have the right to attempt to contact the Guest by phone. If there is no response, the hotel employee shall make a repeated notification by knocking on the room door. In the absence of any response from the Guest, the room may be opened using a master key in the presence of at least two hotel employees (a front office staff member and a security representative or other authorized employee) in order to ensure safety and check the condition of the room.
3.1. Payment for hotel services shall be made in the national currency of the Republic of Kazakhstan — tenge (KZT). Cash, bank cards, as well as non-cash payments by bank transfer to the hotel’s settlement account are accepted. Payments via transfer are not accepted.
3.2. Prices for hotel services are indicated in the price list at the reception desk.
3.3. Check-in time is 15:00, and check-out time (departure from the house/room) is 12:00 on the following day.
3.4. Cost of accommodation for an additional person: Children from 0 to 5 years old (inclusive) are accommodated free of charge without an extra bed (breakfast included). Accommodation of children over 5 years old and adults is subject to agreement with the reservation department.
3.5. The Hotel applies seasonal pricing and service provision (periods of high occupancy). Prices are formed based on dynamic pricing, taking into account the balance of supply and demand at a given point in time. The applicable rate may change several times a day depending on fluctuations in demand.
3.6. The Hotel accepts its own issued gift certificates as a method of payment for accommodation. The certificate is valid for 2 (two) months from the date of purchase and is not subject to exchange for cash or extension of its validity period. Partial use of the certificate is allowed: the remaining balance after accommodation may be used to pay for additional services (bathhouse and minibar). Partial use is not allowed.
3.7. The Hotel applies a discount system in accordance with the terms of promotions, special pricing offers, or service packages introduced by the Hotel. Discounts are not cumulative.
3.8. Confirmation of Payment for Accommodation. Confirmation of payment for accommodation is provided to Guests only on business days from 09:00 to 18:00. An electronic fiscal receipt generated through a web-based cash register is used as proof of payment and is sent to the Guest via email or messenger (WhatsApp).
4.1. Guests are checked in after payment for accommodation, unless otherwise agreed between the Hotel and the Guest.
4.2. Guests may use all hotel facilities in accordance with the established rules, operating hours, and terms of use.
4.3. Bringing outside food and beverages (both alcoholic and non-alcoholic) onto the hotel premises is not permitted, except for baby food for children under 5 years old.
4.4. If the Guest has allergies or medical recommendations that prevent them from consuming the meals offered by the hotel, they must notify the hotel in advance and provide relevant supporting documentation.
4.5. Upon check-out, the Guest must return the room and the electronic key to the reception and settle all charges for the main and additional services in full.
4.6. The Hotel has the right to refuse entry to persons under the influence of alcohol, narcotics, or other substances.
4.7. The Guest is responsible for ensuring that invited persons leave on time. Invited persons may stay in the room from 07:00 to 23:00 upon the Guest’s invitation. For an invited person to remain in the room after 23:00 (subject to availability), their stay must be registered in accordance with these Rules.
4.8. Guests and invited persons are required to treat the Hotel’s property and equipment with care, maintain cleanliness and order, and comply with the hotel’s accommodation rules, fire safety requirements, and public order regulations.
4.9. Being on the hotel premises without clothing, in swimwear, in guest bathrobes, or (for men) bare-chested is not permitted, except within the SPA area.
4.10. When using the SPA area and bathhouse, Guests are required to comply with the relevant rules posted at the SPA reception and within the bathhouse. The administration reserves the right to refuse service in case of violation of these rules.
4.11. During their stay, Guests are expected to observe moral and ethical standards, refrain from excessive alcohol consumption and the use of offensive language in public areas, comply with the hotel’s rules of conduct, and not insult or offend other guests or staff by words or actions while on the hotel premises.
4.12. Smoking of Hookah and Tobacco Products
4.13. Lighting fires and cooking barbecue on the hotel premises is strictly prohibited in accordance with fire safety regulations. In case of violation, compensation for the damage caused shall be charged in accordance with the Price List (Appendix No. 1).
4.14. From 23:00 to 09:00, Guests are required to maintain silence and not disturb other hotel guests. Noise after 23:00 is prohibited in accordance with the legislation of the Republic of Kazakhstan. Violation of public order may result in administrative liability.
4.15. From 23:00 to 09:00, the use of audio equipment, speakers, and other sound-producing devices on open terraces is prohibited.
4.16. Bringing and using personal quad bikes, snowmobiles, and other motorized vehicles on the hotel premises is prohibited. Bicycles are also not allowed, as there are no specially оборудованных paths for their safe use on the premises.
4.17. Pets are not allowed at the hotel.
4.18. Children are allowed to walk on the hotel premises, as well as in the forest adjacent to the hotel, only when accompanied by their parents, adoptive parents, guardians, or legal representatives. The accompanying adults are responsible for the life, health, and behavior of minors.
4.19. The use of fireworks, pyrotechnics, candles, and other open flames on the hotel premises and in rooms is strictly prohibited. In case of violation, compensation for damages shall be charged in accordance with the Price List (Appendix No. 1).
4.20. Swimming in the pond on the hotel premises is strictly prohibited.
4.21. Organizing loud parties without prior approval from the administration is not permitted.
4.22. The use of personal sports equipment (such as badminton rackets, footballs, volleyballs, basketballs, and skis) is permitted on the hotel premises.
4.23. A leisure area (including horse riding, sleigh rides, zipline, tubing, rope park, archery, and a shooting range) is located on the hotel premises. These services are provided by an independent entrepreneur under a lease agreement.
Services in the specified area are provided by the lessee under its own rules, tariffs, and terms. The Hotel is not the provider of these services and does not participate in their organization, provision, or payment. The lessee is responsible for the quality and safety of the services, compliance with usage rules, and any risks associated with their use, while the Guest uses such services at their own risk.
4.24. The use of drones on the hotel premises is permitted provided that the laws of the Republic of Kazakhstan and safety requirements are complied with, and that the rights and privacy of other guests are not violated.
4.25. Preservation of Property and Greenery
The Guest is required to treat the Hotel’s property with care, including buildings, structures, rooms, equipment, furniture, small architectural elements, landscaping features, as well as greenery (trees, shrubs, lawns, and flowers).
It is prohibited to:
In the event of damage, deterioration, or destruction of the Hotel’s property and/or greenery, the Guest shall compensate for the damage in full in accordance with the Hotel’s Price List (Appendix No. 1).
4.26. In the event of an emergency (fire, smoke, natural events, or other safety threats), the Guest must immediately follow the instructions of hotel staff and emergency service representatives.
4.27. The restaurant coat area operates on a self-service basis. Guests place their outerwear themselves. The Hotel is not responsible for cash, documents, or other valuables left in clothing pockets or personal bags. Video surveillance is in operation in the coat area.
4.28. In order to ensure order and safety at the Hotel, the following is prohibited:
4.29. Room Cleaning and Service
5.1. For any violation of the rules set forth in this document, the Guest shall be subject to fines and compensation in the amounts specified in Appendix No. 1.
5.2. In the event of a Guest violating the Hotel’s rules, the administration has the right to refuse the Guest further stay on the Hotel premises in accordance with the laws of the Republic of Kazakhstan, with a formal report of the violation prepared and, if necessary, the competent authorities notified.
5.3. In the event that services are refused to a Guest whose stay has been terminated, refunds for paid but unused accommodation services shall be made in accordance with the laws of the Republic of Kazakhstan.
5.4. In the event of damage, deterioration, or loss of the Hotel’s property due to the Guest’s fault, the Guest shall compensate for the damage in full.
If the restoration of damaged property is technically impossible or economically impractical, the Guest shall compensate its value at the market price at the time of the damage or in the amount specified in the Hotel’s Price List (Appendix No. 1).
The fact and nature of the damage shall be recorded in a Property Damage Report (Appendix No. 3) prepared by a representative of the Hotel.
The value of the property and the amount of compensation shall be determined in accordance with Appendix No. 1 to these Rules.
5.5. The Hotel does not engage in medical activities and does not provide medical services, nor does it supply medications upon the Guests’ request.
A first aid kit, equipped with pre-medical supplies and dressing materials, is available at the Hotel’s reception and SPA area.
If necessary, Hotel staff will assist in summoning emergency medical services.
5.6. Stay at the Forest Hotel
The Hotel is located in a natural forest area. Wild or domestic animals may appear on the premises and adjacent areas. Guests are required to:
The Hotel administration takes all possible measures to ensure the safety of Guests; however, it does not bear full responsibility for the consequences of interactions with animals resulting from Guests’ failure to follow the rules. Guests who violate these rules are responsible for their actions.
6.1. The Hotel is obliged to inform Guests at check-in about the main and additional services provided, as well as the form and procedure of their payment.
6.2. The Hotel is obliged to display the rules for the provision of hotel services, the price list of rooms and other services in a clearly visible place and to provide them upon the Guests’ request.
6.3. The Hotel has the right to refuse accommodation to the following persons:
6.4. The Hotel ensures full compliance of the services provided with sanitary and epidemiological standards and other regulatory requirements.
6.5. The Hotel ensures the confidentiality of information regarding Guests and visitors of the Hotel.
6.6. The Hotel undertakes to respond promptly to the Guest’s requests for the elimination of inconveniences or malfunctions in rooms or houses.
6.7. If it becomes necessary to carry out emergency repair, sanitary-epidemiological, or other measures in the room occupied by the Guest, which cause a threat or hinder its normal (quality and safe) use, the Hotel has the right to replace the room and require the immediate vacating of the previously occupied room by the Guest.
7.1. All items forgotten by Guests on the Hotel premises shall be handed over by the staff who found them to the reception. At the reception, items are stored in a designated locker for 2 (two) weeks from the date of handover. After this period, the Hotel is not responsible for their safekeeping or return.
8.1. Resolution of Issues on the Spot. In the event of any disputes regarding the quality of service, the Guest shall contact the reception administrator.
8.2. Written Complaints. If the issue cannot be resolved on-site, the Guest may submit their requests in writing in the comments and suggestions book located at the reception desk.
8.3. Timeframes and Review. The Hotel administration strives to remedy identified deficiencies on-site. If it is not possible to remedy them, the complaint shall be reviewed in accordance with the laws of the Republic of Kazakhstan.
8.4. Amicable Resolution. All issues not regulated by the Hotel rules shall be resolved by the parties amicably.
9.1. These Rules are mandatory for all Guests and visitors of the Hotel. Any issues not regulated by these Rules shall be resolved in accordance with the laws of the Republic of Kazakhstan. The Hotel administration reserves the right to amend the Rules at any time without prior notice, provided that the requirements of applicable legislation are observed.
