FAQ
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If you did not find the answer to your question, you can ask the resort staff by phone: +7 (812) 960-00-55
Restaurants and cafes
Is it possible to book tables?
You can book a table at the «Le Chalet» restaurant during opening hours. To do this, you need to contact the reception at the internal number 100 or 200, or by phone +7 (812) 960-00-55.
Is it possible to hold an event in one of the restaurants (for example, an anniversary or birthday)?
Yes, such events are planned through the sales department: +7 (812) 960-00-56, sales@igora.ru.
Can I order food delivery?
Yes, food delivery is carried out from the Grand Cafe to the hotel, cottages, apartments and to the bath house.
Is it possible to have breakfast if guests are not staying at the resort?
Yes, you can have breakfast at Grand Café in buffet style. The cost of breakfast is 950 rubles, children under 5 years old are free of charge.
Is it possible to visit the restaurant / cafe / bar with animals (for example, with a dog)?
Unfortunately, no - the presence of animals in public catering facilities (including in the hall) is contrary to sanitary standards.
Can I smoke on the terraces of the Bistro, Ski and Sky bars?
Our cozy outdoor terraces are public places where smoking is prohibited by law.
Is the cuisine in your restaurants/cafes the same?
The guests of the resort have a wide choice: European cuisine in the Grand Cafe and Cafeteria, Italian cuisine in the «Panoramic» Restaurant and author's cuisine in the «Le Chalet» restaurant.
Is it possible to buy raw meat to cook kebabs by yourself?
Yes, you can do it at the Grand Cafe. The meat will be marinated and vacuum packed aseptically.
Ice Palace
How can I get a refund for a hotel stay?
- Register on the site and indicate the number of your Mir card.
- Pay for a trip with a card registered in the Loyalty Program from January 18 to April 12, 2022 on the resort website.
Do I have to buy a ready-made tour or can I go on a trip as an independent traveller and book only a hotel?
A state subsidy (cashback) is provided both when you buy ready-made tours from tour operators, and when you organise independent travel and book resort accommodation facilities.
How much government subsidy (cashback) can I expect?
The amount of the state subsidy (cashback) for the hotel accommodation paid under the program depends on the cost of living:
20% of the cost of living (but not more than 20,000 rubles for one tourist service).
20% of the cost of living (but not more than 20,000 rubles for one tourist service).
Can I pay for my stay with Visa, Mastercard?
No, the state subsidy (cashback) is paid only when you pay for the trip with a card of the MIR payment system.
Can I receive a state subsidy (cashback) without registering in the MIR Loyalty Program?
No, the state subsidy (cashback) is paid only to MIR cardholders who are registered in the Loyalty Program of the MIR payment system on the website.
Which bank card should be used to pay for the trip in order to receive a state subsidy (cashback)?
You can pay for the trip with a card from any bank, the main thing is that this card is a card of the MIR payment system.
Can I pay for the trip in cash at the hotel office?
No, you can only pay for your trip on the hotel's website.
Cash payment or payment through a bank terminal at the hotel office is not possible under this program.
Cash payment or payment through a bank terminal at the hotel office is not possible under this program.
What is the maximum government subsidy (cashback) I can receive?
The maximum amount is 20,000 rubles per transaction per card of the MIR payment system. The number of purchases on one card is not limited.
How to get a MIR card and how much does it cost to issue and maintain a MIR card?
The MIR card can be issued at one of the partner banks. Pay attention to the time of production and issuance of the card.
The MIR card is issued by banks free of charge. The cost and conditions of servicing the card must be clarified with the bank.
The MIR card is issued by banks free of charge. The cost and conditions of servicing the card must be clarified with the bank.
Is it possible to pay for the hotel stay in instalments or with different cards?
No, each booking is paid online in full at a time using one MIR card.
Is it possible to pay for accommodation on a partial prepayment, will the state subsidy (cashback) be accrued in this case?
No, accommodation must be paid in full in one payment.
How long does it take for my trip to get a refund?
The trip must be completed between January 18, 2022 and end before April 30, 2022.
Will I have time to receive a state subsidy (cashback) if I do not have a MIR card, and I will apply for it now?
Yes, if you manage to get a card in any bank, register it on privetmir.ru and make a purchase of a trip during the program period.
When you issue a MIR card, take into account the time of production and issuance of the card.
When you issue a MIR card, take into account the time of production and issuance of the card.
Who can receive a government subsidy (cashback)?
Any Mir card holder over 18 years of age. If you are over 14 years old but under 18, then you need to obtain free-form written consent from your legal representative that they allow you to participate in the Loyalty Program.
If I decide to change the hotel after the end of the program, will the state subsidy (cashback) be credited?
If there is no financial refund when you make changes to the paid staying, then the cashback is retained. In the event of a refund of the cost of living, the amount of payment will be returned to your card, and the cashback accrued on the amount of payment will be debited (deducted).
If I decide to cancel my trip, what happens to the refund received? Do I have to refund the Program?
In case of cancellation of the trip, a cancellation of the purchase is issued. The refund of the cost of the trip is made only by bank transfer to the card from which the payment was made.
Under the terms of the Program, the refund for the trip must be returned to the card - this will happen automatically.
Under the terms of the Program, the refund for the trip must be returned to the card - this will happen automatically.
How many people can go?
There are no restrictions on the number of tourists.
What is the minimum and maximum length of stay at the hotel to receive cashback?
Minimum is 2 nights. The maximum number of days is not limited, the main thing is that the trip ends before April 30, 2022.
Can I buy multiple tours or hotel deals during the Program period?
Yes, there are unlimited purchases.
Can I get a refund if I have already returned from a trip?
No, trips purchased outside the Program period are not refundable.
When will I receive a refund?
The state subsidy (refund) is accrued within 5 working days from the date of payment for the trip.
Can I pay for the same stay booking with different cards?
No, each accommodation booking is paid online with one Mir card.
Can I get a refund, paying with a Mir-Maestro, Mir-UnionPay, Mir-JCB co-badged card?
No, refunds are not charged when paying with co-badged cards.
How do I know that the refund has been credited?
This can be checked in the Personal Account on the privetmir.ru website, in the «Hello, World!» mobile application and in the purchase history in Internet banking. If you have activated the SMS notification service from the bank, a message about the accrual of the refund will be sent to your phone.
What should I do if the return has not arrived?
Check the information on the accrual of the refund in the Personal Account on the website privetmir.ru, in the mobile application «Hello, World!» or in the history of purchases in Internet banking.
If more than 5 business days have passed since the purchase, contact Mir support.
If more than 5 business days have passed since the purchase, contact Mir support.
If I don’t have enough funds on my Mir card to pay for my stay, but I have money on cards of other systems, what should I do?
You can replenish the balance of the Mir card in cash or by transfer from a card of another payment system. Check the conditions of transfers between cards with the sending bank.
SPA
How can I get a refund for a hotel stay?
- Register on the site and indicate the number of your Mir card.
- Pay for a trip with a card registered in the Loyalty Program from January 18 to April 12, 2022 on the resort website.
Do I have to buy a ready-made tour or can I go on a trip as an independent traveller and book only a hotel?
A state subsidy (cashback) is provided both when you buy ready-made tours from tour operators, and when you organise independent travel and book resort accommodation facilities.
How much government subsidy (cashback) can I expect?
The amount of the state subsidy (cashback) for the hotel accommodation paid under the program depends on the cost of living:
20% of the cost of living (but not more than 20,000 rubles for one tourist service).
20% of the cost of living (but not more than 20,000 rubles for one tourist service).
Can I pay for my stay with Visa, Mastercard?
No, the state subsidy (cashback) is paid only when you pay for the trip with a card of the MIR payment system.
Can I receive a state subsidy (cashback) without registering in the MIR Loyalty Program?
No, the state subsidy (cashback) is paid only to MIR cardholders who are registered in the Loyalty Program of the MIR payment system on the website.
Which bank card should be used to pay for the trip in order to receive a state subsidy (cashback)?
You can pay for the trip with a card from any bank, the main thing is that this card is a card of the MIR payment system.
Can I pay for the trip in cash at the hotel office?
No, you can only pay for your trip on the hotel's website.
Cash payment or payment through a bank terminal at the hotel office is not possible under this program.
Cash payment or payment through a bank terminal at the hotel office is not possible under this program.
What is the maximum government subsidy (cashback) I can receive?
The maximum amount is 20,000 rubles per transaction per card of the MIR payment system. The number of purchases on one card is not limited.
How to get a MIR card and how much does it cost to issue and maintain a MIR card?
The MIR card can be issued at one of the partner banks. Pay attention to the time of production and issuance of the card.
The MIR card is issued by banks free of charge. The cost and conditions of servicing the card must be clarified with the bank.
The MIR card is issued by banks free of charge. The cost and conditions of servicing the card must be clarified with the bank.
Is it possible to pay for the hotel stay in instalments or with different cards?
No, each booking is paid online in full at a time using one MIR card.
Is it possible to pay for accommodation on a partial prepayment, will the state subsidy (cashback) be accrued in this case?
No, accommodation must be paid in full in one payment.
How long does it take for my trip to get a refund?
The trip must be completed between January 18, 2022 and end before April 30, 2022.
Will I have time to receive a state subsidy (cashback) if I do not have a MIR card, and I will apply for it now?
Yes, if you manage to get a card in any bank, register it on privetmir.ru and make a purchase of a trip during the program period.
When you issue a MIR card, take into account the time of production and issuance of the card.
When you issue a MIR card, take into account the time of production and issuance of the card.
Who can receive a government subsidy (cashback)?
Any Mir card holder over 18 years of age. If you are over 14 years old but under 18, then you need to obtain free-form written consent from your legal representative that they allow you to participate in the Loyalty Program.
If I decide to change the hotel after the end of the program, will the state subsidy (cashback) be credited?
If there is no financial refund when you make changes to the paid staying, then the cashback is retained. In the event of a refund of the cost of living, the amount of payment will be returned to your card, and the cashback accrued on the amount of payment will be debited (deducted).
If I decide to cancel my trip, what happens to the refund received? Do I have to refund the Program?
In case of cancellation of the trip, a cancellation of the purchase is issued. The refund of the cost of the trip is made only by bank transfer to the card from which the payment was made.
Under the terms of the Program, the refund for the trip must be returned to the card - this will happen automatically.
Under the terms of the Program, the refund for the trip must be returned to the card - this will happen automatically.
How many people can go?
There are no restrictions on the number of tourists.
What is the minimum and maximum length of stay at the hotel to receive cashback?
Minimum is 2 nights. The maximum number of days is not limited, the main thing is that the trip ends before April 30, 2022.
Can I buy multiple tours or hotel deals during the Program period?
Yes, there are unlimited purchases.
Can I get a refund if I have already returned from a trip?
No, trips purchased outside the Program period are not refundable.
When will I receive a refund?
The state subsidy (refund) is accrued within 5 working days from the date of payment for the trip.
Can I pay for the same stay booking with different cards?
No, each accommodation booking is paid online with one Mir card.
Can I get a refund, paying with a Mir-Maestro, Mir-UnionPay, Mir-JCB co-badged card?
No, refunds are not charged when paying with co-badged cards.
How do I know that the refund has been credited?
This can be checked in the Personal Account on the privetmir.ru website, in the «Hello, World!» mobile application and in the purchase history in Internet banking. If you have activated the SMS notification service from the bank, a message about the accrual of the refund will be sent to your phone.
What should I do if the return has not arrived?
Check the information on the accrual of the refund in the Personal Account on the website privetmir.ru, in the mobile application «Hello, World!» or in the history of purchases in Internet banking.
If more than 5 business days have passed since the purchase, contact Mir support.
If more than 5 business days have passed since the purchase, contact Mir support.
If I don’t have enough funds on my Mir card to pay for my stay, but I have money on cards of other systems, what should I do?
You can replenish the balance of the Mir card in cash or by transfer from a card of another payment system. Check the conditions of transfers between cards with the sending bank.
Individual holidays and corporate events
Is it possible to accommodate 350 people with accommodation?
Yes, it's possible. If we take into account additional places (77 places), 381 people can be accommodated.
For what maximum number of people can a banquet be organised?
The Ice Arena can accommodate 650 people (banquet seating).
A buffet table can be organised for an audience of up to 1,000 people.
A buffet table can be organised for an audience of up to 1,000 people.
Are there discounts for birthdays or honeymooners?
Such discounts are not provided, but the resort has a loyalty program with very wide opportunities for savings.
Does the resort have a deposit system?
Yes, it has. An advance payment is made before the event, and the actual services rendered are debited from the deposit.
Services are provided if the guest has a certain wristband. Wristbands for all guests are given to the organiser upon arrival at the resort. The deposit is common for all guests of the company.
Services are provided if the guest has a certain wristband. Wristbands for all guests are given to the organiser upon arrival at the resort. The deposit is common for all guests of the company.
Is it possible to organise team building?
We provide venues for various activities, and the organisation of the event can be carried out by an event agency.
Can I bring my own catering?
There is no need to involve third-party catering - the resort has 8 food outlets with a variety of cuisines.
Travel agencies
Igora offers mutually beneficial terms of cooperation for travel agencies and other intermediary companies in Russia and abroad.
- Consultations on all services and possibilities of the resort.
- Advertising tours.
- Reliable partnership.
Children
What sports activities are available for children?
At Ice Palace, you can sign up for a group or individual lesson with a figure skating or hockey coach. The service is provided by appointment by phone: +7 (812) 960-00-59.
In the SPA, you can sign up for individual swimming training by phone: +7 (812) 960-02-77.
In the wake park, you can sign up for an individual lesson with a trainer by phone: +7 (931) 340-26-40.
In addition, the resort is available to organise sports camps, including for children and youth teams.
In the SPA, you can sign up for individual swimming training by phone: +7 (812) 960-02-77.
In the wake park, you can sign up for an individual lesson with a trainer by phone: +7 (931) 340-26-40.
In addition, the resort is available to organise sports camps, including for children and youth teams.
What types of outdoor activities are provided for children?
At Ice Palace rental, you can rent children's bicycles, scooters, balance bikes and children's electric cars. There is a universal sports ground for playing tennis, football, volleyball and basketball.
At Lake of Fun, you can rent badminton, beach soccer and volleyball balls and a catamaran. There is a heated outdoor children's pool, inflatable figures and trampolines (depending on weather conditions).
The resort has 4 playgrounds: near the hotel, near the apart-hotel, near the cottages and on Lake of Fun.
At Lake of Fun, you can rent badminton, beach soccer and volleyball balls and a catamaran. There is a heated outdoor children's pool, inflatable figures and trampolines (depending on weather conditions).
The resort has 4 playgrounds: near the hotel, near the apart-hotel, near the cottages and on Lake of Fun.
Are there children's treatments in the SPA?
Yes, for children over 10 years old we recommend the Little Buddha massage and water treatments. The SPA has a children's indoor pool, swimming lessons with a coach are available.
Do the restaurants have a children's menu?
There is a children's menu at the Grand Café and at the «Le Chalet» restaurant.
Accommodation
What is the best time to book accommodation?
We adhere to dynamic pricing so it is better to book your stay as early as possible as the cost directly depends on the load and demand for a particular day.
What documents will be required upon arrival?
- Passport of a citizen of the Russian Federation.
- Children under 14 travelling accompanied by their parents must have a birth certificate (as part of a children's group - a power of attorney from parents issued to the accompanying group).
- For military people - an identity card or a military ID and a travel certificate.
- For foreign citizens - a civil passport, a visa to enter the territory of the Russian Federation and a migration card.
Is your territory treated from mosquitoes, ticks, ants?
Yes, regular processing is carried out.
Loyalty Program
Does the resort have a loyalty program and what benefits does it provide?
The resort has a loyalty program «Quality Mark» which provides privileges not only for the services of Igora resort but also in the recreation and entertainment industry of the projects of the Bank Group «RUSSIA».
«THE QUALITY MARK» PROGRAM PROVIDES DISCOUNTS FOR THE FOLLOWING SERVICES OF IGORA RESORT:
- hotel complex services;
- restaurant complex services;
- spa services;
- services of Ice Palace and the Lake of Fun;
- rental services.
THE QUALITY MARK PROGRAM PROVIDES DISCOUNTS ON PROJECT SERVICES OF Bank Group «RUSSIA».
- Park-hotel «Dacha Wintera»: accommodation services and restaurant services.
- Show-space «Leningrad Centre»: bar services.
- «Block» restaurant: bar services.
- Multidisciplinary medical centre «Sogaz»: consultative and diagnostic services.
Youth centre «Serdobol»: cafe services. You can read more about the amount of discounts at the link.
How to become a member of «the Quality Mark» loyalty program?
The card is issued to resort guests subject to the following conditions:
- «initial level» - for guests who have paid and consumed the services of the resort in excess of 50,000 rubles at a time;
- «silver level» - for guests who have paid and consumed the services of the resort in excess of 100,000 rubles at a time.