Grand Rose SPA Hotel – House Rules and Regulations
Hotel Rules
Check-in begins at 16:00.
Early check-in is possible by prior arrangement.
Upon arrival, guests must present a valid identification document, which the receptionist has the right to copy. Acceptable identification documents include:
• Passport
• ID card
• Driver’s license
To check in, the guest must complete a registration card. All registration cards must be filled in clearly and signed by the guest. The hotel reserves the right to refuse accommodation if the registration form is not completed properly.
Check-out is no later than 12:00.
Late check-out is possible by prior arrangement and is available until 15:00. An additional fee of 10 € per hour applies for each extra hour after 13:00.
Upon check-out, the room key must be returned and all used services must be paid for. A contractual penalty will be charged according to the price list for a lost or unreturned key.
The hotel reserves the right to refuse accommodation to persons who disturb public order or whose behavior may disturb other guests.
Payment
The accommodation fee must be paid at check-in according to the issued invoice.
All additional hotel services used during the stay must be paid for no later than at check-out.
Our hotel accepts all major international credit and debit cards. The hotel is not obliged to accept foreign currency, checks, or less common credit and debit cards.
Reservation
Reservations are guaranteed until 18:00.
If you expect to arrive later, please inform the hotel reception in advance: +372 666 7018.
Additional Guests
Room rates apply for one to four persons, depending on the room type. An additional fee applies for extra guests according to the price list.
Guests who are not registered with the hotel must leave the room by 23:00 or register themselves as hotel guests. A maximum of two additional visitors may stay in the room at the same time together with registered guests.
Accommodation for Children
Accommodation for children up to 2 years old staying with their parents is free of charge. A baby cot is available upon request and is free of charge for children up to 2 years old.
For children aged 3–15, an additional fee applies. An extra bed can be provided upon request.
Accommodation of Minors
A person must be at least 16 years old to stay alone at the hotel. Written consent from a guardian (by email or other written form) is required.
The guarantee letter must include:
• The minor’s name
• Date of birth
• Arrival and departure dates
• Guardian’s name and contact details
Accommodation of minors without fulfilling these requirements is not permitted. The reservation must also include the parents’ contact details.
The minor must complete the registration card upon arrival in the usual manner. The hotel and its staff are not responsible for supervising the minor.
Children under 16 years old may stay at the hotel only when accompanied by an adult.
Breakfast
Buffet-style breakfast is served in the designated breakfast dining area.
• Weekdays: 7:30–10:00
• Weekends and holidays: 7:30–11:00
Smoking Policy
The hotel follows a non-smoking policy. Smoking is only allowed in designated smoking areas.
Smoking in non-designated areas will result in a contractual penalty of 100 €.
Pets in our hotel
In Grand Rose SPA, Viimsi SPA, Meresuu SPA hotels, you are always welcome to vacation with your pet! Pets are allowed only with prior agreement with the hotel, please let us know when making the reservation. There is an extra charge of 30 € per night for a pet, regardless of the size or weight of the furry friend.
- Additional fees and rules apply to pet owners in accordance with the laws governing animal husbandry, and the owner is responsible for damage caused by the pet (both material and health damage).
- The pet is always under the supervision and responsibility of the owner in the hotel territory.
- We ask that pets be kept on a leash at all times on the hotel grounds.
- The owner of the pet is responsible for the cleanliness of his four-legged friend in the hotel and makes sure that he does not disturb other guests.
- The owner of the pet bears compensation for damages caused by his ward, including an additional fee if the room needs extensive cleaning (including dry cleaning) after departure.
- Pets may not stay in catering rooms or areas where they are not safe (slippery surfaces, steep slopes, risk of drowning, etc.).
Use of the Hotel Parking Area
The hotel parking area is intended only for hotel guests during their stay. The hotel reserves the right to remove vehicles belonging to other persons or vehicles that pose a risk to people, property, or the environment. The parking area is monitored by security cameras, but the hotel is not responsible for vehicles or their contents left in the parking area.
During the summer period, the hotel parking area is closed. Free parking places are located next to the City Government or at the “Ajamaja” Business Center.
Public Order
All regulations regarding public order, peace, and prevention of pollution apply in the hotel. In case of disturbances, the hotel may involve security personnel or call the police if necessary.
A contractual penalty of 50 -100 € per incident may be applied depending on the severity of the disturbance.
Quiet Hours
Quiet hours at the hotel are from 23:00 to 06:00.
Disturbance of quiet hours includes causing disruption to other guests through noise, lighting, mechanical, electronic, or other means. Violations may result in a 50-100 € contractual penalty per incident, depending on the severity.
Guest Responsibility for Damage
As our guest, you agree to follow the established rules and regulations. Guests are responsible for any damage caused intentionally or unintentionally by themselves or their visitors in hotel rooms or common areas. The hotel reserves the right to claim compensation for material damage, including the direct damage and costs related to repairing or resolving it.
Good Conduct
Guests are expected to follow generally accepted social norms and good conduct, as well as the hotel rules. Activities such as shaving, using body scrubs, hair dyeing, or similar actions are not allowed in public areas. Violation of these rules may result in a penalty similar to disturbing public order, and the guest may also be asked to leave the hotel and its premises. In such cases, the guest is still required to pay for the reserved accommodation and ordered services.
Hotel Liability and Surveillance
The hotel is not responsible for personal belongings left unattended by guests. Public areas of the hotel and the parking lot are monitored by video surveillance, and a security company may assist in maintaining order if necessary. Hotel-issued physical or electronic keys must not be given to third parties.
Complaints and Claims
Any complaint must be submitted immediately, but no later than two weeks after discovering the issue. In case of service deficiencies, please send a complaint to: info@grandrose.ee
The complaint must include:
• The complainant’s name
• Contact phone number
• Order or reservation number
• A detailed description of the complaint
To process complaints, the customer must retain purchase documents (invoice, contract, etc.) proving the circumstances of the complaint. Without supporting documents, the hotel may decline to resolve the issue. All complaints will be reviewed, and the applicant will be contacted as soon as possible, but no later than 15 days after the complaint has been received.
