Frequently Asked Questions

What is included in the price?

When you search for a room type and dates of travel you will see the complete price breakdown for each hotel All local taxes are included. Breakfast is specified in each case. Most hotels include breakfast, but some hotels offer room only. Some hotels will charge a small fee for your visa registration.

Do I need a visa?

All foreigners need a visa to visit Russia.

How do I get a visa?

In the United Kingdom you can use our dedicated visa service. In all cases you will need a visa support letter and voucher. You can do this through the site after you make your hotel reservation. In other countries please apply to the local Consulate for details of how to apply. The visa support letter we provide is free of charge. We will need to fax this letter to you, and we will require the following information:

• Full names of all travellers
• Dates of Birth
• Passport numbers
• Nationality
• A fax where we can reach you

The visa support letter is not a visa. It is a written letter of invitation in Russian language accompanied by a Russian language hotel voucher and is issued by our own Russian travel agency, licensed with the Ministry of Foreign Affairs in Moscow.

Can I have a visa support for longer than the duration of my booking?

Yes, for an extra fee - please ask for details.

Can I have a visa support without booking a hotel?

Yes, please go to www.myrussianvisa.com.

What is an instant booking?

This is a hotel which is confirmed to you instantly from our allotment of rooms. All hotels on this site are offered with instant availability.

What happens if I request a hotel for next day arrival?

Any bookings for arrival within two days are dealt with as a priority and you will be contacted the day before you travel. It is important to provide correct telephone numbers and email addresses so that we can make contact with you easily.

Can I cancel with no penalty?

Cancellation fees for groups will be advised upon confirmation. Cancellation fees for individuals are charged as follows (in selected currency):

• Up to 72 hours prior to arrival: $25/ €25/£15 (unless stated otherwise)
• 0 - 72 hours prior to arrival: One night accommodation charge
• During stay: An amendment fee will be charged. According to the terms of the hotel, we reserve the right to charge one night accommodation fee. We will, however, endeavour to have such fees waived by the hotel if possible. This depends on hotel and occupancy levels at the time. Please refer to your voucher for any special conditions. For cancellation purposes, arrival is defined as 18:00hrs on day of arrival in hotel (local time). Visa support is non refundable and subject to 100% cancellation charge.

Can I pay by means other than credit card?

No. All hotels are paid for at time of booking and must be paid for by credit card.

When will the charge appear on my credit card?

Payment is taken on the day your service is confirmed. Your credit card statement will show a transaction via 'Instant-Rooms', a trading name of ASLA Ltd.

Will you send me an invoice or receipt?

You will receive a booking summary as soon as you make a reservation. This will detail the prices.

Can I make a reservation by phone?

If you are unable to complete your transaction online, you may contact us at our head office call centre on +44 1480 433333.

Are you open 24 hrs all year round?

Calls are accepted in the UK from 09:00hrs to 17:30hrs Monday - Friday. Offices are closed for bank holidays.

Can I make a reservation for someone else?

Yes; please advise us by email as we need the cardholders permission to use the card for the booking.

Can I double check my reservation with the hotel directly?

As we hold allocations of rooms at many hotels (especially lower priced hotels), your name may not be on the hotel's own guest list until the day before arrival. If you contact a hotel and they say they do not have your details, do not be alarmed.