F.A.Q.

There are several ways to book a room in our hotel:
Using Online reservation system on our official web-site www.hoteldvina.ru.
By calling on the phone number +7 8182 65-7777.
By sending an email to rd@hoteldvina.ru.

Standard check-in time is at 2 pm and check-out at 12 pm Moscow time.

Of course but only if there are available rooms. Payment for early check-in is as follows:
Check-in from 12 am till 12 pm: 50% of room daily rate

If you know that you will arrive before 2 pm please inform reservation department on the phone number +7 8182 65-7777, by email rd@hoteldvina.ru or put this information in “NOTES” in process of online reservation.

In case of late check-out the additional payment is as follows:
From 12 pm till 11:59 pm: 50% of daily room rate
In case of check-out after 12 am or later: 100% of daily room rate

At check-in the guest must provide identification documents:
For Russian citizens:
-    Passport
Non-citizens:
-    Foreign passport
-    Migration card
Minors (younger than 14 years old):
-    Birth certificate
-    Parents, guardians or accompanying persons ID documents
-    Legal representative consent issued to accompanying person

You can pay cash or payment card. Hotel Dvina accepts MasterCard, Visa, Maestro, МИР

Reservations must be cancelled not less than 24 hours prior to your arrival date.  Otherwise, the Hotel has a right to charge you a one (1) room night. Group reservations are subject to special cancellation rules indicated in the Contract.

Online reservation system allows you to get reliable information about rooms and services availability at your chosen date. Reservation takes less than 3 minutes. You can use discounts and perks available only on our official web-site. At the end you will receive reservation confirmation to your email.

There is a free of charge secured parking on the hotel territory. Please address the Reception for additional information.

Safes are installed in all rooms from category Two-room Standard.

We can as well provide guests with safe deposit box located in Reception area. Price for safe deposit box is 100 rubles.

Yes, for the period of their stay at Hotel Dvina.

You can order a transfer by calling on the phone number +7 8182 65-7777 or by sending an email to rd@hoteldvina.ru.
Your order request shall include the following information: name, date and time of arrival to the airport, flight number.
Payment for transfer shall be done at check-in at the hotel.

Of course, Hotel Dvina provides free Wi-Fi.

Yes, we do offer luggage storage free of charge.

If you are looking to accommodate your employees and pay by bank transfer, please send your order to: RD@hoteldvina.ru.
Please specify in your order the arrival and departure dates (and times, if other than standard check-in and check-out); room category; meals (or other extra services), if needed; guest’s full name; contact person’s full name and phone number; e-mail; and billing details.
After processing your order, we will provide you with the booking confirmation and the invoice.
In case of cashless payment, guests are welcome to check in after the invoice has been fully paid.

The CUSTOMER may at any time cancel booking subject to the cancellation terms and conditions. To do this, you need to call the hotel and inform about cancellation. If the CUSTOMER cancels booking within the time limit for refunds, the CONTRACTOR must refund the amount paid.
When paying online, please use the bank card you are the holder of as CUSTOMER. For the avoidance of fraud, the CONTRACTOR verifies all payment details and may contact the CUSTOMER to resolve possible issues. In the event the CUSTOMER is unavailable and the issue remains unresolved, the CONTRACTOR reserves the right to cancel the booking order and return the funds to holder’s bank card.

In case you need to cancel your booking, please contact the CONTRACTOR without undue delay by phone: +7 (8182) 65-7777 and email your written confirmation to: rd@hoteldvina.ru. The booking will be deemed cancelled upon receipt by the CONTRACTOR of your written cancellation confirmation. Late cancellation or no-show entails accrual of penalties payable by the CUSTOMER to the CONTRACTOR in the amount equaling the cost of the first night specified in booking order. Group bookings, special fares and package offers are subject to special cancellation rules.
To request a refund, the CUSTOMER should fill out the refund letter form and send it to: rd@hoteldvina.ru attached with a copy of their passport. The refund will be made to the CUSTOMER’s bank account specified in the refund request letter within ten (10) business days following the receipt by the CONTRACTOR of the “Refund Request Letter”. The amount paid cannot be refunded in favor of another person.
No fees are charged when paying with bank card and refunding to the account from which the payment was made.
In the event the CUSTOMER has made payment to the CONTRACTOR’s account erroneously, through a payment system, the CUSTOMER is required to apply the CONTRACTOR in writing for refund and attach copies of their passport and checks/receipts confirming such erroneously made transfer. The refund request can in this case be submitted in person or sent by mail to: 52 Troitsky Ave., 163000 Arkhangelsk or e-mailed: rd@hoteldvina.ru. The refund will be made by the CONTRACTOR within ten (10) business days following the receipt of the refund request attached with the copies of passport and checks/receipt, to the account specified in the refund request. In this case, the refund amount equals booking cost.
The period allowed for the CONTRACTOR to review the refund request and return payment to the CUSTOMER is in business days exclusive of public holidays and weekends. If the refund request is filed with the CONTRACTOR on a business day after 17.00 or on a public holiday/weekend day, the CONTRACTOR will be deemed to have received it on the date following such business day or public holiday/weekend day.

Possible reasons include:

Before paying for your booking on www.hoteldvina.ru please check your card balance.

Other possible reasons for card payment decline include:

wrongly entered card number, expiry date, or CVV/CVC;
there’s a daily limit on your card;
your bank has banned online payments/MOTO transactions;
your bank’s system has recorded two identical withdrawals (any big purchase is carried out as a separate transaction) and blocked one erroneously.
If there’s a problem making an online payment with your card, please contact helpdesk (usually 24/7) using the number on the back of your card.

1. Click “Online Payment” to go to the Sberbank of Russia payment gate page;

2. Enter payment amount;

3. Enter your card details and email address for the bank to send you the Receipt;

4. To confirm payment, please forward the Sberbank Receipt / Confirmation Letter to: rd@hoteldvina.ru.

Important! After you have effected payment, the online service will ask you to “Share payment result” by using a link. Please note that this link has an expiry limit. To be on the safe side, please forward us the letter from the bank or the payment screenshot.

To effect payment, you will be redirected to the Sberbank of Russia payment gateway to enter your card details. Please prepare your plastic card in advance. The connection to the payment gateway and information transfer are SSL-protected.

If your bank supports Verified By Visa or MasterCard Secure Code, you may also need to enter a special password to make payment. You can check the method and possibility of obtaining passwords for online payments with your card issuing bank. This site supports 256-bit encryption. Personal data confidentiality is ensured by Sberbank of Russia. None of the details entered will be provided to third parties, except in cases provided for in the legislation of the Russian Federation. Payments by bank cards are carried out in strict accordance with requirements of Visa Int. and MasterCard Europe Sprl payment systems.