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House Rules — BANKHOTEL

1. General Provisions

1.1. These House Rules govern the basic requirements for using the services of BANKHOTEL, which operates in Ukraine in the field of temporary accommodation, and regulate the relationship between Guests, Clients, and the Hotel as the service provider.

1.2. The business operations of BANKHOTEL are governed by the applicable legislation of Ukraine, including the "Rules for the Use of Hotels and Similar Accommodation Facilities and the Provision of Hotel Services" approved by Order No. 19 of the State Tourism Administration of Ukraine dated 16 March 2004, as well as internal hotel policies and procedures.

2. Check-In Procedure

2.1. A room (bed space) is provided to the Guest upon presentation of a valid passport or other identity document (Ukrainian citizen's passport, international passport, diplomatic or official passport, seafarer's identity document, crew member certificate, residence permit for non-citizens residing in Ukraine, foreign national passport or equivalent document with a Ukrainian visa where required, birth certificate for minors under 16, driver's licence, military ID or service record for military personnel, employer-issued ID, or other equivalent document) and completion of a guest registration card.

2.2. Subject to availability and at the Guest's request, a room for two or more persons may be provided, with full payment in accordance with the applicable BANKHOTEL rates for multiple occupancy.

2.3. Upon completion of check-in, the Guest receives a room key. Payment is due at check-in, except in the following cases:

  • The Guest has provided a payment card for a pre-authorisation hold;
  • The booking was made by a company with which BANKHOTEL has a cooperation agreement;
  • Written authorisation has been granted by the Hotel Director, Director of Sales, or Head of Front Office.

2.4. Passports, identity documents, cash, valuables, and similar items are not accepted as collateral by the Hotel.

3. Check-In, Check-Out, and Stay

3.1. BANKHOTEL operates 24 hours a day, 7 days a week. Standard check-in time is 14:00; standard check-out time is 12:00. Charges are calculated per night based on these times.

3.2. If the Guest's stay is less than one full day, a full night's rate applies in accordance with the standard check-in and check-out times.

3.3. Early check-in and late check-out are available only upon prior written confirmation at the time of booking.

3.4. In the event of early departure resulting in a shorter stay than originally booked, the Guest must notify the Hotel at least 24 hours in advance and pay a penalty equal to one night's accommodation, in addition to settling all charges for services actually received.

3.5. Early check-in between 00:00 and 06:00 is charged at 100% of the nightly rate (breakfast included).

3.6. Early check-in between 06:00 and 14:00 is charged at 50% of the nightly rate (breakfast included).

3.7. Late check-out between 12:00 and 18:00 is charged at 50% of the nightly rate.

3.8. Late check-out after 18:00 is charged at 100% of the nightly rate.

3.9. Children aged 5 and under stay free of charge (an extra bed is provided upon request).

3.10. Children aged 6 to 15 on an extra bed are charged UAH 500.00 per night (breakfast included).

3.11. Adults on an extra bed are charged UAH 800.00 per night (breakfast included).

3.12. BANKHOTEL reserves the right to refuse check-in in the following cases:

  • The Guest does not have a valid identity document, or the document is expired, invalid, or suspected to be fraudulent;
  • The Guest appears unkempt, is visibly intoxicated (alcohol, drugs, or other substances), or is behaving in an inappropriate or aggressive manner;
  • The Guest refuses to comply with the House Rules;
  • The Guest is on the "Do Not Welcome" list;
  • Any other circumstances provided for under the legislation of Ukraine.

3.13. In all disputed situations, the final decision rests solely with the BANKHOTEL management.

4. Booking, Cancellation, and Payment

4.1. Room Bookings

4.1.1. BANKHOTEL management is authorised to enter into room booking agreements.

4.1.2. Subject to availability, BANKHOTEL accepts booking requests from both individuals and organisations.

4.1.3. A booking agreement may be concluded either by both parties signing a written contract, or by BANKHOTEL accepting a booking request submitted by post, telephone, email, fax, or any other means that allows reliable identification of the requesting party. The agreement is considered concluded only upon BANKHOTEL's written confirmation of the booking request.

4.1.4. Booking requests for individual guests and groups must be submitted within the timeframe specified by BANKHOTEL management and in accordance with the relevant agreement.

4.1.5. A booking is considered non-guaranteed until payment is received. To guarantee a booking, the Guest must make an advance payment via the BANKHOTEL website or by prior arrangement with the Hotel.

4.1.6. Non-guaranteed bookings are held until 18:00 on the check-in date, after which they may be cancelled by BANKHOTEL without notice.

4.1.7. The Guest may guarantee their booking by paying a deposit equal to one night's accommodation (partial prepayment for stays longer than one night) or 100% of the total booking value (full prepayment), by credit/debit card, bank transfer, or other agreed method.

4.1.8. Early check-in requests are confirmed by BANKHOTEL no later than 48 hours before 14:00 on the check-in date.

4.1.9. Late check-out requests are confirmed by BANKHOTEL no later than 48 hours before 12:00 on the check-out date.

4.1.10. In the event of a no-show or cancellation made later than 24 hours before 14:00 on the check-in date, the advance payment equivalent to one night's accommodation is non-refundable and will be retained by BANKHOTEL as a cancellation fee.

4.1.11. By confirming a booking at BANKHOTEL, the Guest accepts and agrees to the above conditions, including the cancellation policy and no-show terms.

4.2. Cancellation Policy

4.2.1. To cancel a confirmed booking, the Guest must notify BANKHOTEL in writing by email at welcome@bankhotel.com.ua or by phone at +38 068 297 50 20. Cancellations made more than 24 hours before the check-in date are free of charge (except for non-refundable rates). A cancellation confirmation will be provided to the Guest.

4.2.2. Cancellations made less than 24 hours before the check-in date will incur a fee equal to 100% of the first night's rate, including any additional services booked.

4.2.3. In the event of a no-show or cancellation made later than 24 hours before 14:00 on the check-in date, the advance payment for one night is non-refundable and will be retained by BANKHOTEL as a cancellation fee.

4.2.4. All hotel service prices are listed in Ukrainian hryvnias (UAH). Payment for accommodation is made in UAH.

4.2.5. Payment is due prior to or upon check-in. Accepted payment methods include cash, credit/debit card, and bank transfer. BANKHOTEL accepts Visa, Mastercard, and American Express.

4.2.6. Room rates do not include the tourist tax, which is charged at 1% of the accommodation cost (excluding VAT).

4.2.7. The following guests are exempt from the tourist tax:

  • Guests travelling on a business trip, upon presentation of a travel order at check-in and/or submission of a scanned copy at the time of booking. For exemption to apply to invoiced bookings, the scanned copy of the travel order must be submitted to the reservations department together with the booking request; otherwise, the tourist tax will be included in the invoice or collected on-site;
  • Guests with a disability status, children with a disability, and one accompanying person for a guest with a Group I disability or a child with a disability, subject to presentation of relevant supporting documents;
  • War veterans, including ATO/combat operations participants, subject to presentation of relevant supporting documents;
  • Participants in the liquidation of the Chornobyl Nuclear Power Plant accident, subject to presentation of relevant supporting documents;
  • Guests under the age of 18.

5. Guest Rights, Obligations, and Responsibilities

5.1. All guests staying at BANKHOTEL are required to comply with these House Rules, fire safety regulations, and all other applicable regulations and legislation of Ukraine.

5.2. BANKHOTEL advises guests not to leave cash, valuables, or other important items in their rooms.

5.3. BANKHOTEL is liable for the loss of cash, valuables (securities, documents, jewellery, etc.) only if such items were formally handed over to the Hotel for safekeeping (stored in the designated storage room or safe deposit facility). In-room safes are not covered by this provision.

5.4. If any additional services provided by BANKHOTEL are found to be unpaid at the time of check-out, the Guest is obliged to settle the outstanding amount in cash or by payment card in accordance with the current BANKHOTEL rates, based on documentation confirming the provision of such services.

5.5. By agreeing to these House Rules, and based on documentation confirming the provision of additional services at current BANKHOTEL rates, the Guest authorises BANKHOTEL and its designated staff to charge any unpaid amounts for additional services directly to the Guest's payment card on file, if such charges were not settled at check-out.

5.6. The Guest is responsible for all property in their room in accordance with applicable legislation and these House Rules.

5.7. In the event of loss or damage to any BANKHOTEL property in the room, the Guest must notify the Reservations Department, Front Desk, or Housekeeping without delay.

5.8. Upon an air raid alert being declared in Lviv, or upon notification by BANKHOTEL staff or the Hotel's public announcement system, guests must immediately take their essential belongings and proceed to the shelter located in the basement of the Hotel. If a Guest chooses to ignore the air raid alert, full responsibility for any resulting consequences rests solely with that Guest. BANKHOTEL staff and management bear no liability for consequences arising from a Guest's failure to follow the air raid alert.

5.9. Where a room is registered in the name of one Guest but occupied by multiple guests, the registered Guest is responsible for informing all co-occupants of these House Rules and ensuring their compliance.

5.10. The following are strictly prohibited throughout BANKHOTEL:

5.10.1. Bringing into or storing in rooms any substances, materials, or objects that are hazardous to health, life, or property;

5.10.2. Allowing unauthorised persons (those who have not completed and signed a guest registration card) into the room, or handing over the room key to such persons;

5.10.3. Smoking tobacco products, e-cigarettes, or hookahs anywhere on the Hotel premises (including rooms, corridors, lobbies, and the restaurant). Smoking is permitted only in the designated smoking area — please ask the Hotel reception for details. Smoking in non-designated areas will result in a fine equal to 100% of the nightly room rate for each recorded violation;

5.10.4. Removing crockery, cutlery, food, or beverages from the restaurant without prior authorisation from BANKHOTEL management;

5.10.5. Using personal electric heating appliances not provided as part of the room's standard equipment;

5.10.6. Using Hotel or room equipment for purposes other than their intended use;

5.10.7. Disturbing other guests between 22:00 and 08:00;

5.10.8. Bringing onto or storing on Hotel premises any firearms, gas-powered, pneumatic, or other types of weapons.

5.11. Guest Rights and Entitlements

5.11.1. Guests may request additional paid or complimentary services by contacting the hotel reception by phone within reasonable advance notice, allowing the Hotel sufficient time to prepare.

5.11.2. Bar and restaurant charges may be settled in cash or by credit/debit card, or charged to the Guest's room account by signing the relevant order form.

5.11.3. Other additional services (dry cleaning, laundry, ironing, parking, etc.) may be paid in cash or by credit/debit card at the hotel reception, or charged to the Guest's room account by signing the relevant order form.

5.11.4. All charges posted to the Guest's room account are settled at check-out.

5.11.5. If a Guest loses any belongings during their stay, they should notify the Reservations Department and Front Desk as soon as possible.

5.11.6. Guests may request that items left behind at the Hotel be sent to them at their own expense, upon written request.

5.11.7. Guests are welcome to share comments, complaints, or suggestions with the Hotel management and to record them in the guest feedback book.

5.11.8. If a Guest identifies any deficiency in the service provided, or a discrepancy between the service and the Hotel's category, the Guest may request either free-of-charge rectification of the deficiency or a corresponding reduction in the service price.

5.11.9. Guests may receive visitors in their rooms between 07:00 and 23:00. If a visitor remains in the room after 23:00, the Guest will be charged the difference between the single and double occupancy rate if the room was booked for single occupancy. If the room was already registered for double occupancy, an extra bed charge will apply in accordance with the current BANKHOTEL price list. Please contact the Hotel or Reservations Department for current rates.

5.11.10. The Guest is liable for any damage to or loss of BANKHOTEL property and is also responsible for any violations caused by their visitors. The amount of compensation is determined by BANKHOTEL management. Damages must be paid in full, covering the Hotel's actual losses, based on a Property Damage Report, within 5 (five) banking days of the report being drawn up.

5.12. Guest Liability for Property Damage

5.12.1. In the event of loss or damage to BANKHOTEL property caused by a Guest, a Property Damage Report is drawn up.

5.12.2. The Property Damage Report must include the following information:

  • Room number;
  • Date the report was drawn up;
  • Time the report was drawn up;
  • Names of Hotel commission members present during the room inspection;
  • Guest's surname, first name, nationality, and passport details;
  • Duration of the Guest's stay in the room;
  • List of damaged or lost items and description of the damage;
  • Estimated value of losses resulting from the damage or loss.

5.12.3. The Property Damage Report is signed by the Hotel commission members who participated in the room inspection and by the Guest.

5.12.4. Following check-out, the Guest remains liable for property in the room they occupied for the period required by the Hotel to identify any loss or damage.

5.12.5. If loss or damage to BANKHOTEL property is discovered within 7 (seven) calendar days after the Guest's check-out date, or if the Guest refuses to sign the Property Damage Report, the report is deemed duly completed without the Guest's signature, provided it is signed by a witness.

5.12.6. The Guest is obliged to compensate BANKHOTEL for the value of the damaged or lost property as specified in the Property Damage Report, by payment in cash or by payment card.

5.12.7. If the Guest's check-in was arranged through a third party, the Guest and that third party are jointly and severally liable for any BANKHOTEL property lost or damaged by the Guest.

5.12.8. If loss or damage to BANKHOTEL property is identified at the time of the Guest's check-out, the Guest is obliged, based on the Property Damage Report drawn up in accordance with clause 5.12.2 of these Rules, to pay for the lost and/or damaged property in cash or by payment card.

5.12.9. By agreeing to these House Rules, the Guest authorises BANKHOTEL and its designated staff to charge the value of any lost or damaged room property to the Guest's payment card on file, based on a Property Damage Report drawn up in accordance with clauses 5.12.2–5.12.4 of these Rules, if such compensation was not settled by the Guest at check-out.

5.13. Pet Policy

5.13.1. Only non-aggressive dog breeds with a shoulder height of up to 40 cm are permitted at BANKHOTEL. The Hotel reserves the right to refuse accommodation to a Guest travelling with a pet.

5.13.2. A maximum of two pets are permitted per room. The pet fee is UAH 600.00 per pet per night. Guests travelling with pets must present a valid pet passport and a veterinary certificate confirming all required vaccinations.

5.14. Conference Room Usage Policy

5.14.1. Conference rooms may be used by Clients, Guests, and third parties (individually or collectively referred to as the "User").

5.14.2. Upon written request from the User, BANKHOTEL may provide technical setup time, defined as the time required to prepare for and conclude an event (20 to 60 minutes before and after the event).

5.14.3. Placing any promotional or advertising materials on Hotel walls or furniture without prior written authorisation from BANKHOTEL is strictly prohibited.

5.14.4. Any damage to or loss of BANKHOTEL property caused by the User or event participants must be compensated in full, based on a Property Damage Report, within 5 (five) banking days of the report being drawn up.

5.14.5. The User may not use the conference room for any purpose other than that specified in the written booking request.