Hospitality Facilities Regulations [En]

To ensure the rights related to the process of reservation and payment for services, the licensee shall abide by the following: Inform the customer of the following: a. The services provided, their prices, payment method, the service policy, and the policies for cancelling or amending the reservation; b. Any maintenance work and the like that takes place during his reservation period; c. The time periods for using the facilities and services; d. The policy regarding food and beverages entry from outside the tourist accommodation facility in addition to dining in; e. The policy regarding whether or not pets are allowed inside the tourist accommodation facility, and the places designated for them, if any. Chapter Five: Ongoing Obligations Issue the reservation voucher and inform the customer thereof, provided that it includes the following: a. Reservation duration, prices, and free and non-free services provided as part of the reservation; b. The reservation policy and the terms for cancellation or amendment thereof, including the mechanism for cancellation or amendment request, and the specified periods for its acceptance or rejection. Provide the service pursuant to the provisions included in the reservation voucher issued by the tourist accommodation facility or any electronic reservation platform through which the services were offered; Manage, monitor, and update the services offered in any electronic reservation platform on a continuous basis; Record all reservations for services of all types in a special register that includes customers’ data, requested services, service dates and duration, service fees, and others; Receive tourists when vacant units are available, without prejudice to the absorptive capacity standards of such units; Make available an automated system linked to the National Tourism Monitoring Platform, to record the data of the units for the purpose of showing the number of occupied and unoccupied units, reserved and unreserved units, and units under maintenance; Inform tourists of the accommodation rules at the tourist accommodation facility, such as preserving and ensuring the safety of its components, respecting the rights and freedoms of tourists, adhering to public laws. If a violation is established, the licensee may rescind the reservation voucher, subject to the relevant statutory provisions; Inform tourists of the rules for holding an insurance amount to cover any damage to the unit or its contents during their stay; 10. Verify the identification data of the guests the tourist receives at the unit he occupies and register same with the Shomoos system; 11. Provide the tourist with a receipt for any payments made for the services provided in both Arabic and English, provided that the receipt includes the details and prices of such services; 12. Provide a credit card point of sale, specifically for both Visa and MasterCard at least, as well as other types of credit cards; Chapter Five: Ongoing Obligations 13. Avoid deducting or claiming any fees from the tourist’s credit card account after the tourist leaves and the bill is closed accordingly. 14. Avoid receiving a tourist without a valid proof of identity, provided that it is verified by examining its original at check-in and its data recorded only without requesting or taking a copy thereof; in emergency cases, tourists who do not carry proof of identity may be received after obtaining approval from the competent authorities. 15. Specify times for checking the tourist into and out of the unit, provided that the time set for the tourist to occupy the unit on the day of check-in and check-out be not less than 20 hours. 16. Receive and keep the tourist’s baggage and provide a suitable waiting place for him where drinks or meals are served for free in the event that he is not able to enter his reserved unit at the time specified; and 17. Avoid requiring that the unit reservation period be more than one night in order to accept the reservation.