I, [Full Name of Client], hereby give my consent to Skala Ecohotel & Restaurant, legal address: Akmola Region, Burabay village, 23 Saken Seifullin Street, for the collection, systematization, accumulation, storage, updating, use, transfer to third parties, and destruction of my personal data for the purposes of booking, payment, and receiving hotel services.
I confirm that I have read and understood the Privacy Policy published on the website skalahotel.kz and I consent to the processing of my data, including but not limited to: full name, phone number, email, passport data, and payment information.
This consent is valid indefinitely until it is revoked by written request sent to: skala.burabay@gmail.com.
The Customer (hereinafter referred to as the Guest), who bookings and pays for a room or rooms at the ECOHOTEL & RESTAURANT "SKALA" Complex (hereinafter referred to as the Complex), undertakes to accept the booking and accommodation service and agrees to comply with the rules and conditions of the Complex set forth below.
Upon making a reservation, the Guest pays an advance payment equal to the cost of one night's stay. This amount constitutes payment for the reservation service and confirms the guaranteed reservation of the room. The remaining amount is paid by the Guest upon arrival at the Complex as payment for the accommodation service.
The reservation is guaranteed only after the advance payment is made. Room availability is not guaranteed without advance payment. By paying the advance payment, the Guest automatically agrees to the house rules of the ECOHOTEL & RESTAURANT "SKALA" Complex (the house rules can be found on the website or requested additionally upon booking).
1. GENERAL PROVISIONS
1.1.
· Check-in time is 14:00 (2:00 PM) local time.
· Check-out time is 12:00 (12:00 PM) noon local time.
1.2. Early check-in (before check-in time) or late check-out (after check-out time) are subject to availability and prior agreement with the Reservation Department or Front Desk of ECOHOTEL & RESTAURANT "SKALA", and are charged according to the following rates:
· For early check-in from 06:00 to 14:00 — the accommodation fee is 50% of the daily rate, breakfast included;
· For check-in before 06:00 — the accommodation fee is charged as a full daily rate, breakfast included;
· For late check-out from 12:00 to 18:00 — the accommodation fee is 50% of the daily rate;
· For check-out after 18:00 — the accommodation fee is charged as a full daily rate.
1.3. No fee is charged for one child under 5 years old (with family accommodation) sharing existing bedding. Meals are paid separately according to the established price list. For the second and subsequent children under 5 years old without an extra bed, breakfast is charged according to the current price list. The maximum allowed occupancy for children under 5 years without an extra bed is two children; the third child must be placed on an extra bed.
1.4. The possibility of installing an extra bed must be agreed upon with the Front Desk. The cost of an extra bed is determined according to the price list valid at the time of check-in; breakfast is included in the cost of the extra bed.
1.5. Damage caused to the property of the ECOHOTEL & RESTAURANT "SKALA" Complex shall be compensated by the Guest directly responsible for causing the damage, or, in the case of a minor offender, by their parents or guardians. The basis for recovery is a commission act drawn up by the administration, registering the fact of property damage.
1.6. If the Guest refuses to pay the penalty, the administration of the ECOHOTEL & RESTAURANT "SKALA" Complex reserves the right to cancel the booking and deny accommodation. In this case, the cost of paid services and lost profits are non-refundable.
2. CANCELLATION AND MODIFICATION POLICY
2.1. The Guest has the right to cancel the reservation at any time prior to check-in. Refunds are processed within 20 (twenty) business days from the date of receipt of the cancellation notice. In this case, in accordance with Articles 350 and 351 of the Civil Code of the Republic of Kazakhstan, the ECOHOTEL & RESTAURANT "SKALA" Complex is entitled to withhold a penalty from the refunded amount.
2.2. Cancellation penalty amounts:
2.2.1. During peak periods from December 29 to January 7 and from June 1 to August 31:
· Cancellation 7 days or more prior to check-in date — no penalties apply, funds are refunded in full to the Guest’s bank account;
· Cancellation 7 to 3 days prior to check-in — 50% of the total paid booking amount is withheld;
· Cancellation less than 3 days prior to check-in — 100% of the total paid booking amount is withheld.
2.2.2. During standard periods from September 1 to December 28 and from January 8 to May 31:
· Cancellation 5 days or more prior to check-in date — no penalties apply, funds are refunded in full to the Guest’s bank account;
· Cancellation 5 to 2 days prior to check-in — 50% of one night's room rate is withheld;
· Cancellation less than 2 days prior to check-in date — 100% of one night's room rate is withheld.
2.3. A cancellation request is considered accepted upon receipt of a written application from the Guest (in free form).
2.4. In case of early departure without valid reasons documented officially (severe illness, death of close relatives, natural disasters), funds for unused nights are non-refundable. In case of illness, rescheduling of dates may be arranged upon agreement with the administration of ECOHOTEL & RESTAURANT "SKALA".
2.5. In case of a no-show, the reservation is automatically cancelled after 00:00 (midnight) of the following day, and all advance payments are non-refundable.
2.6. When selecting the "Non-refundable" Rate, the Hotel grants the Guest a special discount on accommodation in exchange for the Guest's unconditional agreement to restricted cancellation conditions.
2.7. Payment under the "Non-refundable" Rate is made by the Guest in the amount of 100% (one hundred percent) of the total cost of the requested stay at the time of booking.
2.8. In the event of cancellation of the booking at the initiative of the Guest, modification of dates, reduction of the stay, or no-show at the Hotel, the paid advance payment is non-refundable. The specified amount is retained by the Hotel in full as a cancellation fee for the special rate and as compensation for expenses actually incurred by the Hotel related to preparations for service provision and room reservation.
2.9. By paying for a reservation under the "Non-refundable" Rate, the Guest confirms full familiarity and agreement with the special terms of this rate, acknowledges their financial benefit, and voluntarily waives the right to free cancellation.
2.10. Refunds under the "Non-refundable" Rate may be processed by the Hotel exclusively in cases provided for by the applicable legislation of the Republic of Kazakhstan, namely upon documented force majeure circumstances or by individual decision of the Hotel administration upon presentation of supporting medical documents (hospitalization, severe illness). In other cases, at the Hotel's discretion, the Guest may be offered a change of dates without monetary refund.
3. RESCHEDULING POLICY
3.1. The Guest has the right to reschedule the reservation at least 2 days prior to check-in.
3.2. Rescheduling to a specific date is allowed only once.
3.3. When rescheduling to open dates, the deposit remains valid for 3 months from the date of transfer; after this period, the reservation is cancelled.
3.4. The deposit is not valid on public holidays and weekends according to the official business calendar of the Republic of Kazakhstan.
3.5. Transferred deposit funds are non-refundable in accordance with Clause 4 of Article 9, as well as Articles 272 and 273 of the Civil Code of the Republic of Kazakhstan regarding the Complex’s lost profit.
3.6. Agreement to reservation terms via WhatsApp constitutes entering into a contract in a simplified form (oral or written, if correspondence is recognized as written form). Upon agreeing to the terms of deposit retention in case of cancellation or no-show, the deposit becomes security collateral that the Complex has the right to retain.
4. GUESTS OF ECOHOTEL & RESTAURANT "SKALA" ARE PROHIBITED FROM:
4.1. Smoking tobacco products and using heating devices (IQOS, Glo, etc.) in rooms and throughout the Complex, except in designated smoking areas (Art. 441 of the Code of Administrative Offences of the Republic of Kazakhstan).
4.2. Bringing and storing products with strong odors (smoked meats, fish, melons, watermelons, etc.).
4.3. Using electric heaters, electric kettles/boilers, and similar heating devices in rooms.
4.4. Operating audio equipment at volume levels exceeding permissible limits.
4.5. Storing flammable substances and bulky items in rooms.
4.6. Keeping animals and birds in rooms.
4.7. Handing over room keys to unauthorized third parties.
4.8. Littering out of windows, from balconies, or in non-designated areas.
4.9. Removing food, beverages, tableware, and cutlery from the restaurant.
4.10. Consuming outside alcoholic beverages in public areas, except in designated zones.
4.11. The administration reserves the right to enter the room without the Guest's consent in cases of smoke, fire, flooding, or disruption of public order.
4.12. Entering the restaurant wearing bathrobes.
5. FORCE MAJEURE
5.1. The parties are released from liability for full or partial failure to fulfill obligations due to force majeure circumstances: floods, natural disasters, fires, earthquakes, states of emergency, legislative changes, and other events beyond the control of the parties.
5.2. The party affected by force majeure must notify the other party in writing within 3 business days.
5.3. Failure to provide timely notice deprives the party of the right to refer to force majeure.
5.4. The deadline for fulfilling obligations is extended for the duration of the force majeure events.
5.5. Vehicle breakdowns, changes in personal plans, or partial road closures while railway transport remains operational are not recognized as force majeure.
6. MISCELLANEOUS PROVISIONS
6.1. Registration is carried out upon presentation of an official identity document.
6.2. The Guest is obliged to complete the registration form (guest card), read the contract terms, and sign it.
6.3. In accordance with Article 127 of the Civil Code of the Republic of Kazakhstan, payment for all services is made in Tenge (KZT), the national currency.
6.4. The administration of ECOHOTEL & RESTAURANT "SKALA" reserves the right to enter the room without the Guest's consent in case of smoke, fire, flooding, or violation of these house rules.
6.5. Bed & Breakfast accommodation includes access to Complex amenities: SPA center, Turkish hammam, Finnish sauna, salt room, gym, children's playroom, BBQ area, and gazebos. Additional complimentary perks: free Wi-Fi and parking.
6.6. For guaranteed bookings, payment is processed on the principle of an online purchase. The call center manager requests only the bank card number and its expiration date. The CVV code is never requested as it is not required by the Complex's booking system. The provided data is used exclusively for bank charge authorization to confirm the reservation, similar to international systems such as Booking.com. Once confirmed by the bank, card details are deleted and not subject to transfer to third parties.
Kazakhstan, Akmola Region, Burabay Village
Date of publication: June 1, 2025
This Privacy Policy describes the procedure for processing and protecting the personal data of individuals using the website skalahotel.kz (hereinafter – the Site) for booking accommodation and other services.
1. General Provisions
1.1. This Policy is drawn up in accordance with the Law of the Republic of Kazakhstan "On Personal Data and Their Protection."
1.2. By making a booking on the Site, the User agrees to the terms of this Policy.
1.3. The Site Administration takes all necessary organizational and technical measures to protect personal data.
2. Collection and Processing of Personal Data
2.1. Personal data that may be collected:
• Full name;
• Contact phone number;
• Email address;
• Passport data (if required for check-in);
• Payment data (not stored, transmitted via secure gateway).
2.2. Data is collected only with the User’s consent and is used solely for the following purposes:
• booking processing;
• contacting the client;
• fulfilling legal obligations;
• improving service quality.
3. Transfer of Personal Data to Third Parties
3.1. Personal data may be transferred only:
• to authorized state authorities, as provided by law;
• to payment systems – strictly for payment processing;
• to contractors (e.g., CRM systems) – while maintaining confidentiality.
4. Storage and Deletion of Data
4.1. Personal data is stored for as long as necessary to fulfill the purposes outlined above.
4.2. The User has the right to withdraw consent to the processing of personal data and to request its deletion by writing to the following email: skala.burabay@gmail.com.
Booking and accommodation rules in Ecohotel & Restaurant "SKALA"