RULES OF ACCOMMODATION
in the hotel of the Track and Field Sports Complex "Qazaqstan"

Astana city 2025

1. General Provisions

1.1. These Hotel Accommodation Rules (hereinafter referred to as the Rules) apply to persons (residents) staying at the hotel.

1.2. The hotel is intended for temporary accommodation of athletes and participants in sports, cultural and mass events who are citizens of the Republic of Kazakhstan and foreign nationals.

1.3. The hotel operates around the clock.

Considering that the hotel is located in a sports complex, the operating hours are determined as follows:

1. Check-in/check-out – 24 hours;

2. Lights out at 22:00 local time;

3. After 22:00, guests’ entry and exit from the hotel must be agreed with the administrator.

1.4. Hotel services are provided on the basis of a concluded agreement.

1.5. These Rules, the list of services, the price list for services, information on the form and procedure for paying for services, on storing things, are located in the Reception information folders in the lobby on the 1st floor of the hotel.

1.6. These Rules are posted on the official website of the State Enterprise “Olympic Training Center “Astana”: www.lask.kz .

1.7. The rules for staying at the hotel, as well as fire safety rules and information about the services offered to the consumer are located in each hotel room.

1.8. The book of comments and suggestions is located at the Reception desk.

1.9. Basic concepts used in these rules:  

• "Hotel" is a specialized premises intended for temporary accommodation of persons.
• "Guest" - an individual who intends to stay and/or is staying at a hotel.
• "Visitor" - (outsider/relative) - a person who does not reside at the hotel, but has the right to stay on the hotel premises from 08:00 to 21:00 with a one-time stay in the room of no more than one hour.
• "Price list" is a systematized list of services for accommodation and additional services of the hotel with the indication of prices, brief characteristics of room types and services provided, located in the information folders of the Reception in the lobby of the 1st floor of the hotel.
• “Reservation” is an action that ensures the reservation of a specific room in the hotel’s room stock, confirming the right to check in on the agreed dates.
• Additional services  - catering services, household services, communication services, etc., provided on a paid or free basis in a sports complex;
• Reception  - a reception desk for receiving and accommodating guests.
• "Rules for accommodation, booking and payment of services" - a set of rules establishing the procedure and conditions for accommodation in a hotel.

2. Procedure and conditions for booking and accommodation.

2.1. Priority right to accommodation in the hotel is given to persons with a confirmed room reservation. All others are accommodated in the general queue.

2.2. In the absence of payment for early booking, accommodation is not guaranteed.

2.3. If the reservation is not guaranteed by the organization, the room reservation is kept until 18:00 on the day of arrival. If the guest does not arrive by 18:00, the reservation is cancelled and the Guest is accommodated on a first come, first served basis.

3. The procedure for registering accommodation at the hotel

3.1. Check-in at the hotel is carried out on the basis of a written application from the organization planning to stay at the hotel.

3.2. The Administration provides the Guest with the opportunity to stay at the Hotel only during the paid period. After the end of the paid period, at the Guest's request, the stay may be extended only if there are vacancies. This clause must be communicated to the Guest at the time of concluding the accommodation agreement (acceptance of the application or payment).

3.3. If it is necessary to extend your stay, it is necessary to agree in advance on the possibility of extension and the departure date.

3.4. To obtain the right to stay, the Guest must present one of the following documents to the administrator: passport (civil or foreign), identity card, service ID.

3.5. When leaving the hotel, the Guest is obliged to hand over the room to the hotel reception and accommodation administrator, then hand over the room keys and pay for the services indicated in the Guest's bill, unless a third party has officially declared responsibility for his account. Upon completion of the payment, the Guest is given an invoice for the accommodation with a breakdown of the services rendered.

4. Hotel services.

4.1 Free services:

• Provision of boiling water;
• Daily cleaning of rooms;
• Change of bed linen and towels once every three days;
• Call an ambulance;
•  Alarm clock service at a specific time;
• Temporary storage of luggage at the administration upon entry and exit, but not more than 12 hours;
• Call a taxi;
• Iron, clothes dryers at guests' request;
• Free parking;
• Use high-speed wireless Internet.

4.2. Additional services for a separate fee:

• Laundry services (washing, ironing)
• washing and ironing of underwear is not provided;  
• Equipped conference room;
• Sports services;
• Sports and health services;
• Massage services;
• Fitness center services.

5. Procedure for payment for accommodation.

5.1. Payment for accommodation is made per hotel day, according to the hotel price list. The cost of a room is established by the order of the Minister of Tourism and Sports of the Republic of Kazakhstan dated October 2, 2024 No. 171; the form of payment and penalties are established by the administration of the "Astana Olympic Training Center".

Stays from 1 to 24 hours before check-out time - the fee is charged for a full day.

The payment procedure for accommodation is advance payment, cash payment and non-cash payment upon signing the contract.

5.2. Prices for hotel services for citizens of the Republic of Kazakhstan, the CIS and foreign citizens are set in the national currency of the Republic of Kazakhstan – tenge.

6. Rights, obligations and responsibilities of the parties.

6.1. Persons staying at the hotel have the right to:

• use a hotel room in accordance with standard standards of provision (furniture, bedding and other inventory);
• demand the timely elimination of deficiencies in housing and public services;
• terminate the contract for the provision of hotel services early by paying the hotel administration an amount proportional to the hotel services provided.

6.2. The hotel administration reserves the right to:

• refuse to provide services to a person who has repeatedly violated the Hotel rules;
• expel citizens who violate the requirements of these Rules from the territory of the Hotel at any time, without refunding money for paid services;

6.3. Persons staying at the hotel are obliged to:

• when leaving the room, close the water taps, windows, turn off the lights, TV and electrical appliances;
• maintain silence and the hotel's established rules of residence;
• strictly observe fire safety regulations;
• observe moral and ethical standards;
• observe the rules of conduct in the Hotel, do not insult the staff, visitors and other Guests of the Hotel with actions and words.
• in case of fire, inform the administrator or call 101 yourself;
• compensate for damage in case of loss, damage or deterioration of hotel property. The damage is assessed on the basis of the price list for damage to hotel property;
• pay for all additional services provided by the hotel on time and in full.

6.4. The hotel staff is obliged to:

• For the convenience and safety of guests, hotel staff is obliged to briefly instruct the Guest on the basic rules of the hotel, how to use the room, the equipment of the room, the prohibition of drinking alcoholic beverages and the prohibition of smoking.

6.5. Responsibility of residents:

• The guest is responsible for the actions of visitors invited to the room;
• In the event of a violation of the hotel rules by a resident, the administration has the right to refuse the resident further stay on the hotel premises with the mandatory drawing up of a report on this violation and, if necessary, inviting employees of the competent authorities.
• In the event of a refusal to provide services to a resident in respect of whom a measure to terminate residence was applied, the refund of money for paid but unrealized services for accommodation is carried out in accordance with the legislation of the Republic of Kazakhstan.

7. Hotel accommodation rules

7.1. In order to ensure order and safety of guests in the hotel, the following is prohibited in the hotel:

• staying in the rooms beyond the specified time without the consent of the hotel administration;
• unauthorized occupancy is grounds for termination of the residence agreement;
• leave strangers in your room in your absence;
• give room keys to strangers;
• store bulky items, flammable, explosive, toxic, narcotic materials and substances in the room;
• use narcotic, psychotropic and other prohibited substances;
• use tobacco products in the room, in the halls and corridors of the hotel. Failure to comply with this rule entails a fine in accordance with Article 441 of the Code of the Republic of Kazakhstan "On Administrative Offenses" in the amount of 15 MCI (monthly calculation indices) for the relevant year;
• use heating devices unless provided in the hotel room.
• rearrange or remove furniture or bedding from the room;
• consume alcoholic beverages on the hotel premises;
• hang things in the hotel halls and corridors;
• be in service, utility and other premises without permission from the hotel administration;
• leaving minor children unattended;
• disturb the peace of guests staying in neighboring rooms;
• accommodate pets in the hotel.

7.2. The hotel administration is not responsible for the loss of valuables, as well as for the operation of city utilities (disconnection of electricity, water, heat, etc.).

7.3. All hotel guests, including hotel service personnel, are required to comply with the requirements of these Rules.