Guest Memo
This memo has been developed to prevent guests from violating the stay regulations at the "Grand Hotel Tien-Shan" and the current legislation of the Republic of Kazakhstan. Every guest, upon reviewing this memo, must comply with the rules of stay within the territory of the "Grand Hotel Tien-Shan."
- Breakfast is served on the 1st floor in the Nauryz restaurant from 07:00 to 11:00 (buffet style).
- The following are provided free of charge upon request: dental kit, shaving kit, extra set of bathrobes, and towels.
- Mini-bar is available upon request.
- No children’s services available.
Bali SPA Center
The Bali SPA Center is located on the basement floor.
Opening hours: 10:00 - 22:00.
Children under 6 years of age are not permitted in the SPA.
Children aged 6 - 12 may visit the complex only when accompanied by parents and according to the specific visiting schedule:
- Weekdays: visiting hours 10:00 - 17:00
- Saturday: 10:00 - 15:00
- Sunday: children under 12 are not permitted.
Check-in Information
Check-in at the hotel is available from the age of 18. Guests under 18 years old may only be accommodated when accompanied by their parents or legal guardians.
Check-in documents:
Upon check-in, guests are required to present a valid passport (or another form of identification in accordance with the legislation of the Republic of Kazakhstan).
Accounting documents:
The hotel provides official accounting documents for accommodation upon request.
Visitors policy:
Visitors who are not registered hotel guests are allowed to visit guest rooms subject to prior notification of the Front Desk. The hotel reserves the right to restrict visitor access.
Quiet hours:
For the comfort of all guests, please observe quiet hours after 10:00 PM. Under the legislation of the Republic of Kazakhstan, noisy activities that disturb rest and peace are restricted from 10:00 PM to 9:00 AM on weekdays and from 11:00 PM to 10:00 AM on weekends and holidays.
Early breakfast for early check-in is arranged with the Front Desk.
The following are strictly prohibited:
- Smoking in a non-smoking room. The established fine is 20,000 tenge.
- Taking food out of the restaurant to the room.
- Staying on the hotel premises with animals.
- Making noise or disturbing other guests.
- When communicating with hotel staff, guests must observe the rules of decency and etiquette.
- Damaging hotel property and/or affecting other guests. In case of damage to hotel property, the guest is obliged to reimburse the hotel for the amount of damage based on the market value of the property within 24 hours of the damage report being filed.
- Storing or using narcotic drugs, psychotropic substances, or their analogues.
- Committing other illegal or unlawful acts recognized as such by the legislation of the Republic of Kazakhstan or deemed unacceptable by the hotel.
- In the event of a violation of this memo, the guest bears responsibility to the hotel and/or other guests as provided by the legislation of the Republic of Kazakhstan. In case of violation of the rules specified in this memo, the hotel reserves the right to evict the guest without compensation for costs, damages, etc.
Respectfully, the Administration of "Grand Hotel Tien-Shan" LLP.