Booking, Payment and Cancellation Policy
These Rules define the procedure for booking rooms, making prepayments, paying for accommodation, cancelling bookings, refunding funds and the check-in conditions at the Hotel and Restaurant Complex "Tsarevka".
1. General Provisions
1.1. These Rules define the procedure for booking rooms, making prepayments, paying for accommodation, cancelling bookings, refunding funds and the check-in conditions at the Hotel and Restaurant Complex "Tsarevka".
1.2. By making a booking in any manner, the Guest confirms that they have read these Rules and agree to comply with them.
1.3. The Hotel Administration has the right to amend these Rules at any time. The new version of the Rules comes into force from the moment it is published on the official Hotel website, unless otherwise provided by the new version.
2. Booking Methods
A booking may be made:
- through the official website;
- by phone;
- by email;
- through messengers;
- through Booking.com;
- through other online booking platforms.
3. Booking Confirmation
A booking is considered confirmed after:
- confirmation by the Administration;
- or confirmation by the online booking service;
- or payment of a prepayment, if required by the terms of the selected rate.
When booking through the official Hotel website or the Booking.com system, the Guest provides details of a valid bank payment card in accordance with the terms of the selected rate.
For guaranteed bookings made through the official Hotel website or Booking.com, the Guest's bank card is pre-authorized and funds are blocked in the amount of the first night of accommodation in accordance with the terms of the selected rate.
If the bank card is invalid, has expired, has insufficient funds or pre-authorization cannot be completed for any other reason, the Hotel Administration has the right to cancel the booking or change its status to non-guaranteed, notifying the Guest where possible.
The Administration has the right to clarify:
- arrival time;
- number of guests;
- the need for extra beds;
- accommodation with pets;
- any other details of the Guest's booking and stay.
4. Guaranteed Booking
A guaranteed booking is a booking made in accordance with the terms of the selected rate and confirmed by:
- payment according to the terms of the selected rate;
- or successful pre-authorization and blocking of the first night of accommodation on the Guest's bank card in accordance with the terms of the selected rate.
Such a booking guarantees that the booked room will be kept for the Guest in accordance with the terms of the selected rate.
5. Non-Guaranteed Booking
A non-guaranteed booking is a booking without prepayment or without successful bank card pre-authorization. Non-guaranteed bookings include, in particular, bookings made by phone, email or through messengers, unless otherwise agreed with the Hotel Administration in writing or by another method.
If the Guest:
- has not notified the Administration of a late arrival;
- does not answer phone calls or messages;
- does not arrive by 18:00 on the day of arrival,
the Hotel Administration has the right to cancel the booking and provide the room to other guests.
If the Administration is notified of a late arrival, the booking is retained in accordance with the agreed terms.
6. Prepayment
For certain rates, room categories or periods of increased demand, including holidays, the summer season or mass events, the Administration has the right to require partial or full prepayment.
The amount of the prepayment is communicated to the Guest at the time of booking.
If a prepayment is made, it is credited toward the cost of accommodation, unless otherwise provided by the terms of the selected rate.
7. Payment for Accommodation
Payment may be made:
- in cash;
- by bank card;
- by bank transfer;
- by other methods offered by the Administration.
Additional services are paid for separately according to the current price list.
All prices are indicated in the national currency of Ukraine, the hryvnia. Payment is made in accordance with the current rates valid on the date the services are provided, unless otherwise specified by the terms of the confirmed booking.
8. Booking Cancellation
Free cancellation of a guaranteed booking made through the official Hotel website or Booking.com is possible until 18:00 on the day of arrival, unless otherwise provided by the terms of the selected rate.
If a guaranteed booking is cancelled after 18:00 on the day of arrival, or if the Guest does not arrive without prior cancellation, the Guest's bank card is charged the cost of the first night of accommodation in accordance with the terms of the selected rate.
If the booking was made through Booking.com or another booking platform, the rules of the respective platform also apply.
If a booking is cancelled for reasons beyond the Hotel's control, funds are refunded in accordance with the terms of the selected rate and the rules of the payment system or online booking service.
9. No-Show
A no-show means that the Guest does not arrive at the Hotel without prior cancellation of the booking in accordance with the terms of the selected rate.
In the event of a no-show under a guaranteed booking after 18:00 on the day of arrival, the Guest's bank card is charged the cost of the first night of accommodation in accordance with the terms of the selected rate.
If the booking was made through Booking.com or another online booking platform, the procedure for charging a no-show fee is also governed by the rules of the respective platform.
In the event of a no-show under a non-guaranteed booking after 18:00 on the day of arrival, the booking is automatically cancelled and the room becomes available for booking by other guests.
10. Late Arrival
The reception of the Hotel and Restaurant Complex "Tsarevka" operates 24 hours a day.
If the Guest plans to arrive after 18:00, they must notify the Administration in advance by any convenient method.
If the Administration is notified of a late arrival in a timely manner, a non-guaranteed booking will not be cancelled before the agreed arrival time.
If there is no notification of late arrival, the Hotel Administration has the right to cancel the non-guaranteed booking after 18:00 on the day of arrival and provide the room to other guests.
11. Booking Changes
The Guest may contact the Administration regarding:
- changing the arrival date;
- changing the departure date;
- changing the room category;
- changing the number of guests;
- ordering additional services.
The possibility of making changes depends on room availability and the terms of the selected rate.
If there are no available rooms of the relevant category or if changes cannot be made for other reasons, the Administration has the right to refuse such changes or offer an alternative accommodation option.
12. Accommodation with Pets
Accommodation with pets is possible only by prior agreement with the Hotel Administration and subject to an additional fee according to the current price list.
The Administration reserves the right to refuse accommodation with a pet if there is no technical possibility or for other justified reasons.
The pet owner is fully responsible for the pet's behavior, compliance with sanitary standards and compensation for any damage caused to Hotel property or third parties.
The Hotel Administration has the right to require the pet owner to immediately remove the pet from the Complex if public order is violated, or if the pet creates danger or discomfort for other guests or staff.
13. Refunds
Refunds are made in accordance with:
- the terms of the specific rate;
- the booking terms;
- the requirements of the current legislation of Ukraine.
The refund period depends on the payment method, the rules of the banking institution, payment system or online booking service through which the booking or payment was made.
14. Technical Errors During Booking
In the event of a technical error during booking, including an error related to the cost of accommodation, room availability, room category or other essential booking terms, the Hotel Administration has the right to cancel or adjust such booking after prior notice to the Guest.
In such a case, the Hotel Administration will offer the Guest possible alternative accommodation options or refund the paid funds in accordance with the legislation of Ukraine and the terms of the payment made.
15. Contact Information
For all questions related to booking and accommodation, you may contact:
Hotel:
+38 (063) 128-43-90
Restaurant:
+38 (095) 383-24-48
Swimming pool:
+38 (095) 383-24-48
Website:
https://en.carivka.com.ua
Effective date: January 1, 2026.
