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Hotel Rules and Conditions for Online Bookings Part One: Definitions

• Reservation: Any reservation and allocation of a place (room, suite, apartment, etc.) in a hotel for a specific period of time is called a reservation.
• Reservation Applicant: A person who, personally or on behalf of another person, requests a room reservation for a specific period of time by direct application or in writing by sending a letter, fax, or through internet facilities and websites.
• Reservation Acceptor: The hotel manager or her/his legal representative who is authorized to make reservations at the hotel and is responsible and authorized to approve or sign the reservation form.
• Reservation Subject: This refers to the location where the guest will be accommodated in the tourist (residential) facility; including rooms, suites, apartments, etc., as specified in the applicant's reservation request.
• Reservation period and time: Guest arrival time, which starts after 2pm on the day of arrival and continues until before 12pm on the day of departure.
• Reservation Amount (Advance Payment): The reservation fee is a prepayment on account and is usually equivalent to the cost of one night's stay. The applicant must deposit it into the hotel's account and fax or deliver the receipt to the hotel's reservation department to issue a reservation form.
• Voucher (reservation confirmation): Any written confirmation or electronic receipt delivered by the reservation acceptor to the person requesting the reservation (printed, emailed, or text message). Vouchers must be stamped with the hotel's seal or through the hotel's official electronic channels and must include all reservation details, including the subject of the reservation, guest name, advance payment amount, check-in and check-out dates, etc., and must have a number and date.

Part Two: Reservation Terms

1. After submitting the initial application and announcing the advance payment amount by the hotel, the applicant must deposit the amount into the hotel's bank account within the specified time limit and fax or email the deposit slip or bank transfer (including cash deposit into the account, card-to-card transfer on the Shetab network, or online payment) to the hotel's contact number.
2. After receiving the image of the bank slip (or receiving the electronic bank confirmation) and making the reservation, the hotel will be required to confirm the amount of the received transfer or deposit slip and provide the reservation confirmation form to the guest.
3. Reservations made without advance payment or without official correspondence and confirmation from the hotel are invalid and the hotel will not be responsible for them.
4. The hotel is not responsible for any delays or cancellations of guests' travel arrangements, and if guests do not arrive at the hotel on the scheduled date, they will be subject to cancellation and cancellation of the reservation.
5. If booking as a tour, specific tour regulations will apply at the hotel.
6. According to the Cultural Heritage, Handicrafts and Tourism Organization's tariff, children under 2 years of age are exempt from paying any fees, and children between 2 and 12 years of age are considered minors. The price of an additional person is half price for minors, and the full rate will be calculated for children over 12 years of age.
7. A 9% VAT is added to hotel rates. If our tax rate increases, the difference will be charged.

Part Three: Admission Requirements

1. The time of arrival at the hotel is not a criterion for calculation, and the room vacating time is before 12 noon and the room delivery is after 2 pm.
2. Upon arrival at the hotel, the guest must present the reservation confirmation and the original receipt or bank transfer (printed or electronic) to the receptionist.
3. It is mandatory for guests and companions to bring photo IDs upon arrival and stay, and to observe Islamic etiquette and hotel regulations.
4. If the guest requests to extend the stay until 6:00 PM, the guest will be charged 50% of the stay, and after that, the full cost of one night's stay will be charged.
5. If the guest arrives before 2:00 PM, the hotel will not be obligated to provide a room and will only provide the necessary assistance if the room is available and available.
6. The hotel is not responsible for the direction, floor, color, or design of the room, and the room number is assigned by the reception upon arrival at the hotel.
7. If more people stay than the specified capacity of each room, the additional person fee will be charged and is not subject to receiving an extra bed or service.
8. The guest is required to vacate the room at the time specified by the hotel at the end of the booked stay. If the guest wishes to extend the stay, this will be possible with the coordination and agreement of the hotel reception.

Section Four: Canceling or Changing a Reservation

1. Changing the date of stay, changing the name of the booker, and canceling the reservation from the moment of confirmation of the reservation until 6:00 PM the day before arrival will be subject to a penalty equivalent to 15% of the first night's accommodation cost for the number of rooms booked, and from 6:00 PM onwards, it will be equivalent to the first night's accommodation cost for the number of rooms booked.
2. If the reservation is canceled by the hotel for the following reasons, all funds received from the guest will be refunded to her without any fees:
   • Government security reasons
   • Lack of hotel service due to force majeure such as power outages, fires, etc.
3. The hotel will only keep the room empty for the guest on the date of arrival of the reservation. If the guest does not show up by 12:00 the next day, the reservation will be canceled and the cost equivalent to one full night will be deducted from the number of rooms reserved.
4. If, after making a reservation, the room rates and requested services at the hotel change, the reservist is obligated to pay us the difference in the announced room rate and additional services.

Group room booking rules and regulations

1. The reservist must specify the exact arrival and departure dates, number of passengers, their full names and details, number and type of rooms, type of catering, and payable fees separately on the reservation request form sent to the hotel. Otherwise, the hotel will not be responsible for the room reservation and catering of the guests.
2. All guests must be introduced to the hotel by a letter of introduction with the reservist's seal and signature (original or fax), otherwise the hotel will not accept any responsibility.
3. If there is a delay or change in the arrival time of the guests' plane or train, the reservist must notify the hotel at least 24 hours before the arrival of their guests to coordinate the transfer. If timely notification is not provided, the reservist is responsible for the delay.
4. If the guest requests a room exceeding the agreed upon amount, the hotel will coordinate the acceptance of the guest, otherwise the responsibility will be borne by the reservist.
5. The reservist must specify and explain on the voucher whether it is full board or half board and each of the services agreed upon in the contract. Otherwise, the reservist is responsible for its non-performance.
6. The reservist is obligated to introduce one person to the hotel in writing as the group leader or representative for group travelers. The group representative is responsible for coordinating the travelers' accommodation and providing them with services. The hotel is not responsible for responding directly to individual travelers, and any objections they may have must be responded to by the group leader.
7. The reservist is required to make the necessary arrangements with the hotel to confirm and control their reservation no later than 48 hours before the arrival of the passengers.
8. The reservist is required to notify the hotel in writing of the new address within 48 hours if his/her place of business changes. Otherwise, papers and correspondence will be considered sent and notified to the previous address.
9. If a vehicle is requested to travel within the city during the group's stay, obtaining the necessary permits for travel and the cost of the vehicle are the responsibility of the reservist, and the hotel is not responsible for this.
10. The hotel does not make any commitment regarding the adjacentness of the reserved rooms, their location on the same floor, their facing the Haram, their specific color and shape, or their floor. The room number is assigned upon the guest's arrival at the hotel.
11. The room reservation voucher is issued in the applicant's name and is non-transferable.
12. If, after the contract is signed, the rates available at the hotel, including rooms, restaurants, etc., are changed by the Hoteliers' Union, that change will be applied to the contract between us.
13. The total contract amount is net, and legal deductions, including insurance, taxes, etc., are the responsibility of the booker. The hotel has no responsibility in this regard, and nothing will be deducted from the contract amount.
14. The hotel is strictly prohibited from placing any stands or advertising boards in the lobby and various parts of the hotel.
15. The hotel undertakes to equip and supervise the subject of this contract in accordance with the rules and regulations of the Hoteliers' Union and to make it available to the staff and the reservist for their use. It also undertakes to provide all necessary services to the reservist guests with the best quality during their stay in accordance with hotel standards.
16. Only accept the number of people introduced in accordance with the terms of this contract.
17. The hotel is committed to providing any benefits and facilities it provides to other customers to the individuals introduced as the subject of this contract.
18. The hotel guarantees that the use of the hotel is approved by legal authorities, and in the event of any complaint, criticism, or objection in this regard, the hotel is fully responsible for responding and resolving the issues.
19. In the event of any negligence, carelessness, or delay on the part of the hotel, the hotel is responsible for providing and compensating for damages incurred by the reservist and third parties. In the event of a request to cancel the reservation contract up to 24 hours before the arrival of the first guest, 15% of the cost of one night will be charged based on the daily rate. A cancellation request made less than 24 hours before the arrival of the first guest will not affect the calculated amount, and the entire amount will be charged to the reservist.
20. The reservist undertakes to pay the total contract amount, plus 10% of the total contract amount, in cash based on the specified price, upon signing the contract.
21. If the parties agree to pay the contract in two stages, the reservist is required to pay the first stage of payment in cash on the day of signing the contract and in the amount specified in the contract, and the second stage must be paid and settled no later than 10 days before the date of execution of the contract. Full settlement with the hotel will be made after the contract is completed, and the debit or credit amounts will be settled.
22. If the parties agree to pay the contract in two stages, the reservist is required to pay the first stage of payment in cash on the day of signing the contract and in the amount specified in the contract, and the second stage must be paid and settled no later than 10 days before the date of execution of the contract. Full settlement with the hotel will be made after the contract is completed, and the debit or credit amounts will be settled.
23. If there is an error in the financial calculations of this contract by the parties, the contract will be recalculated and amended according to the hotel's tariffs until the contract is implemented. If the reservist makes his payments with securities and time deposits such as checks and the like and these items are not collected on the due date, the hotel is excused from providing services and implementing the contract and the reservist is obliged to compensate the hotel for the damage caused.
24. In cases of force majeure, such as natural and unexpected events such as earthquakes, fires, and floods, the hotel will not have any obligation or responsibility towards the reservist regarding the implementation of the provisions of the contract.
25. In the event of any dispute arising from the implementation of the provisions of the contract, the parties will resolve the matter through the judicial authorities of the Islamic Republic of Iran located in the jurisdiction of Mashhad and in accordance with the laws of the Islamic Republic of Iran, and the ruling issued will be final and binding on both parties.