Accommodation Reservations

The order confirmation or contract will state whether the Operator is the direct seller or service provider, acts for a supplier, operates as a marketplace intermediary, or provides information only. The contracting party and, where different, the supplier and their contact details must be shown before payment. The names ANQ, Kaleske, DOROB, Kaleske House and Kaleske Shop do not by themselves establish separate legal persons.

The confirmation states whether the Operator is DIRECT_SERVICE_PROVIDER or BOOKING_AGENT/MARKETPLACE_INTERMEDIARY for the supplier identified in the relevant request or offer. The accommodation contract, payee and party responsible for premises standards are identified before payment.

Before an order is accepted, the description, total price and currency, taxes and mandatory charges, performance time or period, material restrictions, cancellation rules, and responsible party will be disclosed. A contract becomes binding when clear acceptance is issued and, where required, an authorised payment is confirmed; an acknowledgement of a request alone does not guarantee acceptance.

Room type and capacity, beds, essential facilities, accessibility, location, check-in and check-out, meals, taxes and local charges, deposit or guarantee, child and pet conditions, material house rules, and cancellation or no-show policy are stated in the confirmation. Images and ratings must not mislead.

The Operator and the relevant supplier must perform the accepted service with reasonable care and in accordance with the confirmed information. The customer must provide complete and accurate information and required documents, cooperate on time, observe safety and conduct requirements, and check names, dates, destinations, specifications and price before confirmation.

The guest must provide required identification, actual occupancy and special requests and use the property with reasonable care. A damage charge requires evidence, attribution to the guest, damage beyond ordinary wear and a reasonable amount, with a right to challenge. The provider must supply the confirmed, safe and usable premises.

Rights to change or cancel and the refundable amount depend on mandatory law, the extent of performance, costs actually incurred, and terms disclosed before purchase. Nothing in this document removes a non-waivable consumer right. A deduction is made only where lawful, genuinely connected to the order, and disclosed in advance.

If unavailable or materially changed, the provider or Operator must promptly offer equivalent or better accommodation without an unjustified charge, a clearly explained alternative, or a lawful refund. A downgrade, failed check-in or serious defect should be reported promptly for correction; failure to correct preserves lawful rights to price reduction, relocation or termination.

Where a third party is involved, each party's responsibility follows the disclosed role, the contract and the law. The Operator remains responsible for its own conduct, information it must provide, and obligations it accepts, and is not released from statutory responsibility by a general disclaimer. No limitation applies to fraud, wilful misconduct, personal injury, or responsibility that the law does not permit to be limited.

A deposit or guarantee must state the amount, holder, conditions for collection and release timing. The Operator cannot shift responsibility for its own inaccurate information or booking commitment solely to the provider; the provider remains responsible for the premises and its services under law.

Send a complaint to [email protected] with the order number, a clear description, relevant evidence and the requested remedy. Receipt will be acknowledged within 3 business days and a target response provided within 15 business days; a complex matter may take longer with notice and reasons. Armenian law governs without removing mandatory protection of the consumer's residence. Once approved by Armenian counsel, the Armenian version controls interpretation to the extent permitted; a translation difference will not be read to reduce mandatory rights.