1. General provisions

These Terms of Use (the "Terms") set out the conditions for using the website bellagiohotel.kz (the "Website") and the procedure for interaction between the user of the Website (the "User") and the "BELLAGIO HOTEL" (the "Hotel", the "Administration").

Any use of the Website — browsing pages, submitting a booking request or contacting us through feedback forms — constitutes full and unconditional acceptance of these Terms. If you do not agree with the Terms, you must stop using the Website.

These Terms apply together with the documents published on the Website, including the Privacy Policy, the public offer and the house rules. In the event of a conflict between these Terms and the conditions of a confirmed booking, the booking conditions prevail.

The Administration may amend these Terms at any time in the manner set out in section 14.

2. Definitions

Website means the set of pages and services located at bellagiohotel.kz, including the online booking system, feedback forms and information sections.

User means any individual using the Website, including for submitting a booking request or contacting the Hotel.

Guest means a User who has been or will be provided with accommodation and related services by the Hotel.

Request means a request submitted on the Website to book a room, a restaurant table, SPA services, an event hall, a transfer or any other service of the Hotel.

Booking means a reservation of a room or service for the dates specified in the Request, confirmed by the Administration.

Services means accommodation, catering, SPA, event arrangements, transfer and other services provided by the Hotel.

3. Subject of the Terms

The Administration provides the User with access to the information sections of the Website and to the services for submitting Requests, while the User undertakes to use the Website in accordance with these Terms and the legislation of the Republic of Kazakhstan.

The Website is informational in nature. Information about rooms, rates, services and their availability on the Website does not constitute a public offer of the Hotel unless expressly stated otherwise; the final terms are fixed upon confirmation of a Booking.

These Terms are not a services agreement. A services agreement is concluded upon confirmation of a Booking on the terms of the Hotel's public offer.

4. Rights and obligations of the User

The User has the right to: obtain information about the rooms, rates and services of the Hotel; submit Requests; receive confirmation or a reasoned refusal of a Request; contact the Administration regarding the operation of the Website and the provision of services.

The User undertakes to:

provide accurate and complete data when submitting a Request and not use the personal data of third parties;
not use automated means of bulk data collection, not create excessive load on the Website and not take actions that disrupt its operation;
not copy or use the content of the Website for commercial purposes without the written consent of the Administration;
comply with the house rules and internal regulations of the Hotel while on its premises;
independently ensure the security of their devices and the safety of access to the services used.

5. Rights and obligations of the Administration

The Administration has the right to: change the structure and content of the Website and the list and cost of services; restrict or suspend access to the Website during technical works, in the event of a breach of these Terms by the User or where security is at risk; refuse to confirm a Request where no rooms are available, where the data is inaccurate or where there are signs of abuse.

The Administration undertakes to: ensure the availability of the Website within reasonable limits and take reasonable measures to protect the User's data and maintain the operability of the services; review the User's enquiries in the manner and within the periods established by the legislation of the Republic of Kazakhstan.

The Administration does not guarantee uninterrupted and error-free operation of the Website and is not liable for temporary unavailability of the services for technical reasons.

6. Booking and confirmation of requests

A Request is submitted through the forms on the Website, by phone, by messenger or by email. A Request is deemed accepted for review from the moment it is received by the Administration.

A Booking is deemed made only after confirmation by the Administration through the contacts provided by the User. Until confirmation, the availability of a room or service for the selected dates is not guaranteed.

The Administration may request additional information required to make a Booking and set a deadline by which the User must confirm the intention to use the service.

When making a Booking on behalf of a third party, the User confirms that they have obtained that person's consent to the transfer of their data and to the making of the Booking.

7. Cost of services and payment procedure

The cost of services is determined by the Hotel's rates in force at the time of confirmation of the Booking and is stated in the confirmation. Rates may depend on the season, room category, length of stay and included services.

The payment procedure — full prepayment, partial prepayment or payment upon check-in — is determined by the conditions of the specific rate and is communicated to the User before the Booking is confirmed.

Settlements are made in the national currency of the Republic of Kazakhstan. When paying by bank card, the payment may be processed by the acquiring bank; the Administration does not store full bank card details.

Upon check-in, an identity document may be required, as well as a deposit to cover additional expenses. The deposit is returned upon check-out less any expenses actually incurred.

8. Booking cancellation and no-show

Cancellation conditions depend on the selected rate and are stated in the confirmation. Non-refundable rates do not provide for cancellation or changes of dates.

If a Booking is cancelled within the periods established by the rate, the refund is made in the manner and within the periods determined by the rules of the payment system and the acquiring bank.

In the event of a no-show, the Administration may retain the prepayment in the amount provided for by the terms of the rate and cancel the Booking without further notice.

The Administration may cancel a Booking with a full refund of amounts paid in circumstances that make the provision of the service impossible, including for technical reasons or for the safety of guests.

9. House rules

Check-in and check-out times are established by the Hotel's rules and are communicated upon confirmation of the Booking. Early check-in or late check-out is available subject to technical feasibility and may be chargeable.

The following rules apply on the Hotel's premises:

keeping quiet at night and respecting the rest of other guests;
smoking is permitted only in designated areas; smoking in rooms is prohibited;
bringing in and storing weapons, explosives, drugs and other items prohibited by law is not allowed;
accommodation of additional guests and pets is arranged only in agreement with the Administration;
access to the swimming pool, SPA and fitness areas is subject to the rules established for them;
vehicles are parked in designated areas; the Hotel is not liable for personal belongings left in a vehicle.

The Guest is responsible for the safety of the Hotel's property. If property is lost or damaged through the Guest's fault, the cost of the damage is compensated in the manner established by the legislation of the Republic of Kazakhstan.

The Administration may refuse further provision of services and demand eviction without refund in the event of a gross violation of the house rules, damage to property or infringement of the rights of other guests.

10. Intellectual property

Text materials, photographs, video materials, design elements, graphics and logos published on the Website are intellectual property of the Hotel or are used on lawful grounds.

Materials from the Website may be used only with the written consent of the rights holder. Quotation is permitted with a mandatory reference to the source — a link to the Website.

Use of the Hotel's trademarks and trade name in a manner capable of misleading consumers is prohibited.

11. Liability and limitation of liability

The parties are liable in accordance with the legislation of the Republic of Kazakhstan and the terms of these Terms.

The Administration is not liable for: the inability to use the Website for reasons attributable to the User or third parties (failures of communications, equipment or software); the consequences of the User providing inaccurate data; lost profits and indirect losses.

Links to third-party resources published on the Website (including embedded video and maps) are provided for the User's convenience. The Administration is not responsible for the content, availability or policies of such resources.

The limitation of liability does not apply where liability cannot be limited by law.

12. Personal data and cookies

The processing of the User's personal data is carried out in accordance with the Privacy Policy published on the Website. By submitting a Request, the User confirms that they have read its terms.

The Website uses cookies, including analytical cookies. The procedure for using cookies and the possibility of refusing them are described in the Privacy Policy.

The User may withdraw consent to the processing of personal data in the manner provided for by the Privacy Policy. Withdrawal of consent does not affect the lawfulness of processing carried out before it was received.

Privacy policy

13. Dispute resolution and applicable law

These Terms are governed by the law of the Republic of Kazakhstan.

Disputes and disagreements are resolved through negotiations. To that end, the User sends an enquiry to the contacts specified in the "Contacts" section; the Administration reviews the enquiry within the periods established by law.

If no agreement is reached, the dispute is resolved in the manner established by the legislation of the Republic of Kazakhstan at the location of the Hotel, unless otherwise provided by law.

The claim procedure does not apply to enquiries reviewed in the manner established by the Law of the Republic of Kazakhstan "On the Procedure for Reviewing Applications of Individuals and Legal Entities".

14. Changes to these Terms

The Administration may amend these Terms. The new edition takes effect from the moment it is published on this page.

The changes do not apply to Bookings confirmed before the new edition took effect; such Bookings are governed by the conditions in force at the time of confirmation.

The current edition of the Terms is available at bellagiohotel.kz/ru/terms and in the language versions of the Website.

The date of the last revision is stated at the top of this page.

Terms of use