If you book and pay for your accommodation through our website, Ostrovok guarantees:
1. Accommodation in the selected hotel
2. Room category and meal plan as stated in the booking confirmation
3. Hotel's corresponding amenities with those described in the selected room category
4. Adherence to cancellation policy.
Unfortunately, we cannot guarantee that your room will look exactly as it does in the photos, but it will definitely match the chosen category.
Please note: The hotel is responsible for the cleanliness and quietness of the room, as well as for the odors in it — these aspects relate to the quality of hotel services provided by the hotel. We tell you more about it in the booking rules on Ostrovok. Please read them before finalizing your booking — legally, they are a contract of offer.
Can a hotel change the room category without approval?
Yes, however, in this case, the category can only be upgraded and the cost of the order will not be affected.
What should I do if the room is in poor condition?
Contact the hotel immediately. Particularly if something is broken or missing. In case the hotel does not resolve the issue, please contact Ostrovok's support and in your request, include your booking number, travel dates, and hotel name. We will do everything we can to remedy the situation.
What should I do if the room does not match the one I booked?
If the accommodation in the booked hotel in the booked room category does not correspond to the voucher, we will help you to find a nearby property with the right parameters or fully refund the money paid on Ostrovok. We explain more about these situations in the booking rules.