Terms and Conditions

By using this website, you confirm that you agree to the terms and conditions set out below. Please read them carefully before using the site. If you disagree with any section of this content, email customer service at privacidad@aviasolucioneshoteleras.com before using this website.

Operadora de Hoteles Avia S.A.S. does not guarantee that its applications will operate without interruption or errors, that defects will be corrected, or that the site or server is free of viruses or other harmful components. In no event shall Operadora de Hoteles Avia S.A.S. be liable for any direct or indirect damages, or consequential damages, including, without limitation, loss of profits, the cost of replacing products, inability to use the content, or errors made when clicking links, even if this Travel Agency has been advised of the possibility of such damages. If local laws do not permit the exclusion of liability, the exclusions listed above will not apply.

This site is offered to the user for acceptance without negotiation of the terms, conditions and clauses contained herein. The relationship between the Operadora de Hoteles Avia S.A.S. website and the user shall be that of independent contracting parties, and neither party (including its officers, agents and employees) may be considered or deemed partners, joint ventures, trustees, employees and/or common agents.

The user may not assign, agree to transfer, subcontract or delegate the rights, duties and obligations set out herein.

Authorizations, Licenses, and Trademarks

Operadora de Hoteles Avia S.A.S. owns this site and holds the necessary authorizations to use its images, graphics, icons, characters, music, text, software, videos, and other content (hereinafter, the "content"), as well as its HTML, CGI, WS, and other code and text in any format (hereinafter, the "code").

No code or content may be modified, altered, copied, distributed, retransmitted, displayed, used, reproduced, and/or published under any circumstances, except with the authorization of Operadora de Hoteles Avia S.A.S. and in accordance with the instructions in each section of this site.

By accepting these terms, users who submit reviews, images, videos, or comments to the website agree to grant Operadora de Hoteles Avia S.A.S. the non-exclusive, perpetual, irrevocable, and fully transferable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display those reviews, images, videos, or comments worldwide and in any media. They also grant this Travel Agency and its sublicensees the right to use the name accompanying the review or comment, if any, in connection with that review or comment.

Any modification or use of this site’s content or code for purposes other than those permitted constitutes a violation of copyright laws and other intellectual property rights, as well as any criminal laws applicable to the particular situation.

Users and, in general, anyone seeking to create a link between any website and any page of this website must respect this website’s corporate image and logo. Links may not be created from the website to websites that do not display the logo or any element identifying Operadora de Hoteles Avia S.A.S. as the website owner. Any such use requires the prior written authorization of this Travel Agency.

This site is designed solely for the user's personal use. You may not sell or commercially exploit any content, products, information, software, or services obtained from this site.

The content of this website is protected by copyright laws and is a registered trademark of Operadora de Hoteles Avia S.A.S.

If you become aware of any infringement of our trademark, please let us know by email at vjuridica@aviatur.com.co.

Computer programs

All software available for download from this site is protected by copyright. Its use is governed by the terms of the end user license agreement that accompanies or is included with the software (the "License Agreement"). You may not install or use any software subject to a License Agreement without first accepting its terms. For any software not accompanied by a License Agreement, its owner grants the user a personal, non-transferable license to use it in accordance with the terms and conditions set out in this document.

Technical access requirements

To access the website, users must have an internet connection, pay the applicable access and connection fees, and have the equipment and computer systems needed to connect to the internet, including a suitable terminal (computer, phone, etc.) and a modem or other access device.

To access and use certain content and services on the website, users must download certain software or other digital components to their computers. Users are responsible for installing these, and Operadora de Hoteles Avia S.A.S. accepts no liability arising from such installation. The website’s home page always informs users of the requirements for viewing and using the site correctly.

Personal and Commercial Use Restrictions

This site may only be used to make genuine reservations or purchases and may not be used for any other purpose. Speculative, false, or fraudulent reservations are prohibited. The user confirms that they are of legal age to use the site and accept the legal and financial obligations this entails. The user acknowledges all responsibilities arising from use of the Operadora de Hoteles Avia S.A.S. website, whether caused by the user or by third parties operating under the user’s password. Information, programming code, products, and other services published on this portal may contain typographical errors or inaccuracies. This Travel Agency and its collaborators will make periodic changes to update the information. As a condition of using this site, the user warrants that they will not engage in any illegal activity or any activity prohibited under the terms, conditions, and requirements set out above.

Connections and links to third-party websites

This website may contain links to portals operated by third parties independent of the Operadora de Hoteles Avia S.A.S. website.

Operadora de Hoteles Avia S.A.S. has no control over these sites and is not responsible for their content. Linking to these sites from the Operadora de Hoteles Avia S.A.S. website does not imply any association with the third parties or their operators. This website contains links to other websites. Please note that when you click one of these links, you are leaving the Operadora de Hoteles Avia S.A.S. website, and Operadora de Hoteles Avia S.A.S. therefore accepts no responsibility for those sites. We recommend that you read their privacy policies, which may differ from those offered by Operadora de Hoteles Avia S.A.S.. You are solely responsible for keeping your passwords and account information confidential. Please take great care with this information.

Help

Use of message boards, chat rooms and other communication forums

If the site contains message boards, chat rooms or other message communication media or forums, you, as a user of these, agree to send and receive only messages and material that are appropriate and relevant to them. Examples of forum misuse include:

Defame, insult, abuse, harass, threaten, or violate the legal rights of others (such as their rights to privacy and publicity).

Publish, distribute, advertise, or disseminate any defamatory, discriminatory, obscene, indecent, or illegal information or material.

Upload files containing software or other material protected by intellectual property (or copyright) laws unless you own the relevant copyrights and rights or have received all necessary permissions to use them.

Upload files that contain viruses, are corrupted, or contain any type of program or code that could damage the operation of another person’s computer.

Remove any copyright attribution, legal notices, ownership designations, and/or trademarks from any system file.

Falsify the source or origin of the software or any material contained in the uploaded file.

Advertise or offer goods and/or services for sale, conduct surveys or contests, or send chain letters.

Downloading any file uploaded by another forum user, knowing that it should not legally be distributed in that way.

As a user, you agree that forums are for public, not private, communications. You also agree that chats, conferences, newsletters, and other communications between users are not endorsed by this Travel Agency or its affiliates, and that such communications are not reviewed, monitored for viruses, or approved by this Travel Agency or its affiliates. This Travel Agency reserves the right to remove any content from a forum without prior notice, as well as the right, at its sole discretion, to deny any portal user access to the portal or any part of it without prior notice.

Safety and Privacy

All information you provide on our site when registering is transmitted using SSL (Secure Socket Layer). This proven encryption system allows your computer to encrypt the information before it is sent to our system.

The encrypted information reaches our servers, which have all security patches up to date and unused ports closed and protected by a firewall. It is then restored to its original form and stored in our database.

Security risks to be aware of when making transactions online

A user may be deceived by emails or DNS server spoofing into visiting a fake website that has the same design, but where card details are entered into a fraudulent system, resulting in cardholder information being stolen. Users are therefore advised to access the website using known domains to reduce risk and make transactions securely.

The computer used by the user to make the transaction may have spyware or malicious software installed without the user’s knowledge, which captures everything typed on the keyboard or information from input devices and sends it to a network or host on the internet. Therefore, whenever possible, we recommend making the transaction from a trusted device.

Use of Cookies

When using the Portal, this Travel Agency reserves the right to use "cookies". Cookies are small data files generated on the user’s computer that allow us to obtain the following information:

The date and time of the user's most recent visit to our website.

The content design selected by the user during their first visit to our website.

Security measures used to control access to restricted areas.

Users are nevertheless advised that they can disable the use of cookies on their computer. These "cookies" allow other users to see whether you are online once you have registered, so they can contact you more easily and quickly.

GENERAL SERVICE TERMS

Once the reservation has been made and the user has paid, the terms and conditions of Operadora de Hoteles Avia S.A.S. and the service provider are deemed accepted. The policies of the Operadora de Hoteles Avia S.A.S. website, those of the service providers, and any policies communicated to the user by any means apply. Accordingly, cancellations or changes may be subject to a penalty under the policies provided.

Taxes, duties and contributions applicable to airfares, hotel rates and other services offered by Operadora de Hoteles Avia S.A.S. may change at any time due to government regulations beyond and independent of the Agency’s own operations.

Use of the website or booking through any of the Sales Channels implies acceptance of each and every general and specific condition set out in these terms and conditions. Consumers must read and accept the conditions in order to exercise their rights effectively. We recommend printing and keeping them with the rest of your travel documents. Be sure to note the Purchase Request number displayed on screen when you confirm your request or provided by the sales agent. This number identifies your transaction and is required for any dealings with Operadora de Hoteles Avia S.A.S.

General liability

Operadora de Hoteles Avia S.A.S. is subject to the liability regime established by Law 300 of 1996, Decree 1074 of 2015, and any amendments, additions, or revisions thereto. It acts as an intermediary between the user and the travel service provider selected by the user. The agency's liability for the quality of a service is limited solely and exclusively to the terms of each offer, taking into account the specific conditions of each provider. These conditions are disclosed to the user fully and in a timely manner, and are accepted in full upon the user's first payment for the services purchased. Any items or additional services not described in the offer are not included.

Operadora de Hoteles Avia S.A.S. acts as an intermediary on behalf of and for the account of tourism service providers, who are responsible for performing the transportation contract or service contract.

Limitation of the Agency’s Liability

The information, software, products and services published on this website are based on information provided by service providers. These providers may not notify travel agencies of updates immediately, so this website may not always reflect the latest terms and conditions in the descriptions of content and/or services. Therefore, Operadora de Hoteles Avia S.A.S. does not guarantee the accuracy of the information and disclaims liability for any errors found on the website. However, when offering services, the Agency takes reasonable precautions and exercises due diligence to minimize the occurrence of such events.

Operadora de Hoteles Avia S.A.S. reserves the right to correct any prices on the website, including for reservations made at an incorrect price. In that case, if available, you will be offered the option to keep your reservation at the correct price or cancel it without penalty, provided you meet the conditions stated above.

Operadora de Hoteles Avia S.A.S. hereby states that its role as an intermediary in the sale of Tourist Services does not guarantee that the chosen destination is free from risks to people’s health or safety. Operadora de Hoteles Avia S.A.S. is not directly or indirectly liable for any injury or loss that you or anyone traveling with you may suffer before, during, or as a result of your chosen destination. Operadora de Hoteles Avia S.A.S. is not liable for events arising from unforeseen circumstances or force majeure, including weather events, natural disasters, labor disputes, and other such events that may occur before or during the provision of the Tourist Service and may delay, interrupt, or prevent its delivery.

Agency Disclaimer of Liability

Operadora de Hoteles Avia S.A.S. and the operators accept no liability for events of force majeure or acts of third parties, such as accidents, strikes, riots, earthquakes, weather or natural phenomena, security conditions, political factors, the traveler’s removal for conduct that jeopardizes the trip, denial of entry permits, a destination country’s decision to prevent the traveler from entering or moving within the country, death, public health issues, acts of third parties, or any other event beyond the agency’s control that could affect the performance or continuation of the trip. In such cases, refunds will be issued in accordance with the law and the applicable policies of each service provider.

Operadora de Hoteles Avia S.A.S. is not responsible for personal expenses or expenses beyond those included in the specific package incurred by the user, nor for any damage or loss suffered by the user as a result of their inexperience, negligence or fault. However, Operadora de Hoteles Avia S.A.S. reserves the right to modify any prearranged itinerary or suspend services in accordance with the user’s needs, without any right to a refund.

Safekeeping of personal belongings

The user is solely responsible for the care and safekeeping of personal belongings, unless they have been entrusted to the service provider for safekeeping. If carrying valuables, the user must inform the service provider directly so that all necessary precautions can be taken to protect them. Otherwise, the user will bear full responsibility for any loss or damage to such items and may not seek compensation or damages.

Right to refuse accommodation

The agency and service providers reserve the right to remove a user whose behavior, subject to disciplinary and/or criminal penalties, disrupts the normal provision of the service or causes disturbance to others. Behavior is considered unacceptable if it violates public morals, public order, or standards of good conduct. The user will be responsible for any expenses incurred as a result of being removed from the program and will be solely responsible for any compensation and/or damages claims made by affected third parties, including the service provider. The agency and service providers will be held harmless in these circumstances.

Price Validity and Applicable Exchange Rate

Program prices are subject to change due to fluctuations in foreign currencies, government decisions, changes to taxes, fees, or levies applicable to the services provided, and other circumstances beyond the agency’s control. Only the prices in effect when the hotel booking and booking documents for other services are issued, upon purchase confirmation, will apply.

Prices listed in advertisements and their respective quotes may fluctuate due to changes in service provider availability, which is beyond the control of Operadora de Hoteles Avia S.A.S. Prices advertised in currencies other than Colombian pesos will be converted at the applicable exchange rate (TRM / TF Operadora de Hoteles Avia S.A.S.) on the payment date. The user is responsible for any administrative and financial fees incurred when paying in a foreign currency.

Documentation

The agency will make available to consumers the documentation and health requirements for each destination, as provided by the competent authorities. The packages sold do not include passport, visa, or exit permit applications, or permits to enter another country. It is the user's sole responsibility to meet the documentation requirements for travel. Accordingly, Operadora de Hoteles Avia S.A.S. recommends that users take all necessary precautions regarding immigration and government documentation before purchasing travel services. Neither the operators nor the agency will be liable if services cannot be provided due to the user's failure to meet these requirements.

If Operadora de Hoteles Avia S.A.S. provides assistance with obtaining travel documents, it is not responsible for the outcome of the application, as the issuance of passports, visas, or any type of permit to enter or leave a country, transit through another country, or otherwise is at the sole discretion of the relevant government authority. The user is solely responsible for carrying and presenting at all times the documents required to travel and to ensure their stay at the destination, and for verifying their status with any authorities that require it. The user is also responsible for carrying authentic documents; any irregularities are the user's sole responsibility.

Additional insurance

To help ensure a successful trip, users may purchase insurance policies. These products are governed by insurance and/or travel assistance contracts, as applicable, and will be provided in accordance with the policies, terms and conditions of the insurance agents users may engage. Information about coverage, procedures, rights and obligations will be provided by the insurers or assistance service providers to the agency, which will promptly pass it on to users so they can decide whether it is suitable and whether to purchase it. As an intermediary agent, Operadora de Hoteles Avia S.A.S. will ensure that services provided by third parties are delivered efficiently and to the quality advertised, and will assist users in forwarding any requests, complaints or claims to providers before, during and after the services are performed. However, if a problem arises at the destination, users must notify the service provider directly and immediately so that it can promptly resolve the issue. This does not affect the user’s obligation to notify the travel agency as well.

Explanation of hotel terms:

Accommodation terms and prices may vary, or penalties may apply if changes are made to a reservation, depending on the service and category booked. Please note that all information displayed on the Platform is provided and updated online directly by each Accommodation provider. They are solely responsible for updating the rates, availability, and other information shown on the Platform.

The total accommodation amount will be charged to the payment method selected by the user when completing the reservation.

Additional services will be charged and must be paid directly at the hotel when you check out.

Please check the room setup and the services included in the rate before completing your reservation.

After completing your booking, you will receive a service booking confirmation document by email.

Please remember to check the cancellation policy and rate terms of the accommodation provider you are booking with.

All foreign nationals are exempt from taxes in Colombia and only have to pay the hotel insurance directly at their hotel. Colombian passengers must pay applicable taxes and hotel insurance directly at their hotel. This will be verified at the hotel.

If the cancellation policy allows a refund due to a date change, advance cancellation, etc., Operadora de Hoteles Avia S.A.S. will, at the customer’s express request, submit the relevant request to the hotel or service provider so that it can issue a partial or full refund to the passenger as soon as possible, subject to that provider’s policies. Please note that any costs incurred or associated with processing the request will be deducted by Operadora de Hoteles Avia S.A.S. from any refund issued to the passenger.

Please note that if you do not arrive at the Accommodation on the relevant date and within the applicable hours, the Accommodation may cancel your booking and treat it as a No Show. In that case, you will not be entitled to a full or partial refund of the amount paid. If you expect to arrive outside the stated hours for any reason, please contact the Accommodation in advance.

The possibility of making changes and/or cancellations and, where applicable, the penalties that apply in each case are subject to the Accommodation’s policies. Any exception to these conditions must be authorized by the Accommodation.

If you are carrying valuables in excess of what passengers ordinarily carry, you must inform the Accommodation and store them in the safes provided. The Accommodation’s liability is limited to the declared value of the deposited items, and only if the items have been declared and handed over to the Accommodation for safekeeping. Please note that the Accommodation may refuse to accept items that are excessively valuable in relation to the size of the property, or that may cause inconvenience to the Accommodation. In addition, insurance policies taken out by the Accommodation generally require items to be declared to the Accommodation in advance for coverage to apply.

Please note that the activities of Accommodations located in the Republic of Colombia are governed by a number of laws and regulations, including the Colombian Consumer Protection Statute (Law 1480 of 2011), Law 300 of 1996 (General Tourism Law), Law 2068 of 2020 and its implementing regulations, as well as special provisions established by the Ministry of Commerce, Industry and Tourism and other Colombian regulatory and consumer protection authorities. If you wish to submit a complaint about the service provided by the Accommodation, you may do so directly to the authorities listed above. Visit www.mincit.gov.co and/or www.sic.gov.co.

For more information, please contact one of our advisors at our 24-hour Reservations Center: (571) 587 9640 or (571) 3821616.

Payment method

Rates quoted in USD may be paid in that currency or in Colombian pesos, at the daily representative market rate (TRM), based on the banking market rate on the day of payment.

The rates and applicable taxes, fees, and levies in effect on the date of purchase will apply.

If you pay only a deposit, subsequent payments will be calculated using the exchange rate (TRM) in effect on the day they are made.

Rates are not valid during events, holidays, conferences or other major events at the destination quoted.

For cash payments in foreign currency, a 2% administrative processing fee plus VAT will be added. This fee is non-refundable.

Specific Policies

Cancellation and restriction policies

To make changes to a service that has already been scheduled and confirmed, requests must be made with reasonable advance notice and in accordance with the policies for the contracted services, which were communicated before purchase.

All cancellations must be submitted in writing to the email address of the advisor who assisted you, by the person who requested the service. If the service was purchased through .com, notice must be sent to the following email address: ________________.

Please note the cancellation and refund policies set out below.

CONSUMER RIGHTS:

Right of withdrawal:

Pursuant to Article 47 of Law 1480 of 2011 (Consumer Protection Statute), for sales made through non-traditional or distance-selling methods, consumers may withdraw from services purchased, provided they give notice within five (5) business days of the purchase.

As an intermediary travel agency, and in compliance with the requirements of the Superintendence of Industry and Commerce (SIC), Operadora de Hoteles Avia S.A.S. will handle the consumer's withdrawal request directly with the hotel supplier, coordinating the refund process. This coordination responsibility may not be delegated to the user. The refund will be issued as a credit, a reversal to the credit card, or a refund of the amount paid, using the original payment method. If payment was made by bank transfer, Operadora de Hoteles Avia S.A.S. will request the consumer's bank details to process the refund by that method. Refund times are subject to the supplier's policies, but the agency will follow up and keep the consumer informed of the status of the request in a timely manner.

Payment Reversals:

In accordance with Decree 587 of 2016, consumers have the right to request a reversal of payment for purchases made through electronic means using credit or debit cards or any other electronic payment instrument, provided that the request is based on one of the following grounds:

If the consumer is a victim of fraud.

When the transaction was unauthorized.

When the purchased product is not received.

When the product delivered does not match what was requested, does not have its inherent characteristics, or does not have the characteristics attributed to it in the information provided.

When the product delivered is defective. 

To qualify for a payment reversal, the request must be submitted within five (5) business days after the date on which the consumer became aware, or should have become aware, of the fraudulent or unauthorized transaction, or should have received the product, or received it defective or not as ordered. The consumer must file a complaint explaining the grounds for the claim and notify the issuer of the electronic payment instrument used to make the purchase. The issuer, together with the other participants in the payment process, will then reverse the transaction to the purchaser.

Operadora de Hoteles Avia S.A.S. advises you that, pursuant to Article 2.2.2.51.10 of Decree 587 of 2016, if you receive amounts exceeding the amount originally paid as a result of your request to reverse a payment, you will be responsible for returning the excess. We also advise you that, under Article 51 of Law 1480 of 2011 and Article 2.2.2.51.12 of Decree 587 of 2016, if it is established that none of the grounds for reversing a payment listed in the form applied to your case, Operadora de Hoteles Avia S.A.S. and/or your payment instrument issuer may charge the disputed transaction to your card or payment method.

Finally, we emphasize that consumers who act in bad faith during the chargeback process may be penalized by the Superintendency of Industry and Commerce under Article 2.2.2.51.13 of Decree 587, with a fine of up to fifty (50) current legal monthly minimum wages (smmlv).

Service Guarantee:

Under Articles 7 to 11 of Law 1480 of 2011 (the Consumer Statute), consumers are entitled to a warranty for the service purchased. If the accommodation or other tourist service purchased is not provided as agreed, the consumer may choose to require: (i) proper delivery of the service under the agreed terms; (ii) a full refund of the price paid; or (iii) an equivalent service of equal or higher quality. In its role as an intermediary, Operadora de Hoteles Avia S.A.S. will assist the consumer in exercising this right with the relevant provider, without prejudice to the service provider’s direct liability to the consumer.

Complaints to the Superintendence of Industry and Commerce (SIC):

Consumers have the right to submit petitions, complaints and claims directly to the Superintendency of Industry and Commerce (SIC), the agency responsible for consumer protection oversight and enforcement in Colombia. They can do so through the official website at www.sic.gov.co or by contacting the SIC consumer helpline. This channel is independent of the internal customer service channels provided by Operadora de Hoteles Avia S.A.S. and can be used at any time without first exhausting the agency’s internal procedures.

GENERAL RECOMMENDATIONS:

Electronic payment terms and restrictions

To make a purchase, customers will be asked to provide the identifying details of the passengers/travelers and their payment method. This process takes place in several steps. Once you have entered these details, they will be displayed for you to verify before you complete the purchase.

The information provided must match the records held by your financial institution (mailing address, telephone number, ID number, first name and last name).

This Travel Agency reserves the right to request additional information from the customer to verify their purchase.

Electronic payments for hotel bookings can be made from 12:05 AM to 11:40 PM Colombia time (-5 GMT).

Our website accepts debit and credit cards from the following card networks: VISA, MASTER CARD, AMERICAN EXPRESS, and DINERS.

A purchase of any service is final only when this Travel Agency successfully charges the agreed purchase amount to the credit or debit card or other agreed payment method and the charge has been verified by the finance department. Until then, this Travel Agency may cancel the purchase.

If the credit card cannot be charged (the transaction is declined), the customer should be aware that because payment has not been received, this Travel Agency and/or the service provider may cancel the reservation or request.

Once you have made your purchase, you will receive 2 emails: one confirming your booking and another confirming or providing information about your payment through the payment gateway, with all the details of the purchase and purchase invoice. These emails will also be retained by this Travel Agency.

Please remember that Operadora de Hoteles Avia S.A.S. acts on behalf of the Travel Service Provider, and that amounts paid for Travel Services are passed on (remitted) to the Provider.

Payment by Credit Card

Please note that when you provide Operadora de Hoteles Avia S.A.S. with your bank account or credit card details (using the form available on the Platform) and then accept or confirm the transaction, you authorize us to charge: (i) the Tourist Service fee; (ii) any applicable taxes, duties and/or tax withholdings; and (iii) our handling fees, if applicable, which are disclosed in advance.

Any interest and/or taxes incurred on installment payments are added to the proposed price or rate for the Tourist Service, and the total is divided by the number of installments selected.

A. If you have arranged life insurance for your outstanding credit card balance or other charges with your card issuer that affect the total cost of financing, remember to check with your issuer for the term, terms, and costs of such insurance or charges. These are unrelated to Operadora de Hoteles Avia S.A.S. and depend on and/or vary according to the agreement you have with each card issuer or operator. We recommend that you review your credit card's terms of use and interest rates before choosing to pay in installments.

B. If you cancel after purchase, where permitted by the specific terms of the Tourist Service, Operadora de Hoteles Avia S.A.S. will not refund or be liable for any interest generated by the original transaction, as Operadora de Hoteles Avia S.A.S. does not receive such interest.

C. The amount due may be charged in local currency or in US dollars, depending on whether the services are provided locally or abroad. If charged in US dollars, the amount will be charged against the international spending limit on your card. In all cases, regardless of the currency charged, the rate or price will be the one disclosed to and accepted by you. Please note that for international transactions, some banks and credit card companies may charge additional fees and taxes as required by applicable foreign law. Your bank may also convert the prices into your local currency and charge a conversion fee. The exchange rate used by your bank may differ from the rate shown on the Platform, so the amount charged by your bank may differ from the amount displayed on the Platform. Your bank determines the exchange rate and any international transaction fees. If you have questions about the exchange rate or fees applied to your reservation, please contact your bank;

D. Each transaction is subject to anti-fraud verification procedures. One such procedure involves placing a charge equivalent to USD 1 against the dollar limit on your card, through an operating host located in England (UK), to verify your identity and that your card is valid for international use. The charge and reversal may appear on your account statement and will not result in any additional charges or costs to you, as the charge will be reversed (voided) once your identity and card validity have been confirmed.

E. For certain destinations, the Tourist Service Provider may charge you directly for the contracted Tourist Service. In such cases, Operadora de Hoteles Avia S.A.S. will inform you at the time of purchase, and you will receive an invoice issued by that Provider. Please note that in these cases, your credit card will be charged in US dollars for the amount in that currency shown in your payment details.

PAYMENT VIA PSE: Payments and transactions processed by each financial institution connected to the PSE system are not carried out on the website or technology platform of Operadora de Hoteles Avia S.A.S.. To make each payment, the User connects to the selected financial institution’s website, which provides the technological security measures and accepts, authorizes and validates each payment. Under no circumstances does Operadora de Hoteles Avia S.A.S. know or store data, account numbers or passwords associated with any payment method linked to the PSE system, or debit or credit card details or details of any other payment method associated with that system. Operadora de Hoteles Avia S.A.S. accepts no liability for any misuse or loss of control of data or passwords associated with any payment method linked to the PSE system. Operadora de Hoteles Avia S.A.S. also accepts no liability and makes no guarantee to the User in relation to the financial services provided by the PSE payment platform or the financial services or payment methods provided directly by each financial institution or bank, particularly if transactions cannot be completed due to defects in the operation of the PSE system, or due to delays, interruptions, errors, technical failures, unavailability or failure of the selected financial institution’s or bank’s website, nor for any direct or indirect loss arising from such circumstances.

Price and Exchange Rate

Some services may be subject to taxes or other charges at the destination.

The services do not include visa fees or departure taxes, which may be payable in the local currency or US dollars in the relevant territory.

Prices advertised in currencies other than Colombian pesos will indicate the applicable exchange rate, which the user should take into account when making a purchase.

Service prices are subject to change due to currency fluctuations, government decisions, and changes to taxes, fees, or levies. Only the price in effect at the time of payment can be guaranteed.

Depending on the type of service, the rate used may differ from the rates stated. The service providers do not warrant or guarantee its accuracy.

Operadora de Hoteles Avia S.A.S. does not authorize the use of this information for any purpose other than personal use. Resale, redistribution, and use of the information for commercial purposes are expressly prohibited.

Destination Safety Checks

Travelers are advised to check the advisories for their chosen destination. In selling travel services, Operadora de Hoteles Avia S.A.S. does not represent or warrant that travel to any particular destination is advisable or risk-free, and is not liable for any damage or loss that may result from traveling to those destinations.

Documentation

All passengers must carry the necessary personal travel documents. The Operator accepts no responsibility for information about or withdrawal of documents, or for the rejection of your documents. You are responsible for the documents provided to you by the Operator. You are responsible for finding out about the legal and/or immigration documents and/or health requirements you or anyone traveling with you may need to complete your trip as planned (the “Travel Documents”). Check well in advance the entry requirements for your destination and/or transit countries, special visa and/or passport conditions, driver’s licenses, vaccinations, permits for minors or other document requirements, both for your destination countries and transit countries, even if you do not need to leave the airport. If you need any documents and do not have them, take the necessary steps to obtain them in advance. Requirements may vary depending on your destination and/or transit country, your country of nationality and/or residence, and the documents you are traveling with. Remember that you are responsible for meeting all entry and/or transit requirements and having all documents required by the immigration, customs and/or health authorities of your destination and/or transit countries. Before booking and departing, we recommend that you check all requirements with the relevant embassy or consulate. For more information, visit: http://travelcentre.iata.org/. Check the expiry dates of your documents in advance and note that some countries require them to remain valid for at least six months after arrival. When traveling with minors under 18, in addition to a valid travel document (national identity document or passport), authorization may be required depending on the following circumstances:

(i) If the minor is traveling with both parents, they need only prove their relationship by presenting a Civil Birth Registry, Birth Certificate or Certificate of Birth (regardless of the date of issue), or the minor’s identification document, showing the parents’ details.

(ii) If traveling with only one parent, in addition to proving the parental relationship with one of the documents listed above, you must provide authorization from the absent parent.

(iii) If the child is a minor, authorization from the parents and permission from one of the grandparents will be required.

Nevertheless, check the Travel Documentation required for the type of transportation, the Provider, and the transportation origin and/or destination, as requirements may vary depending on whether you travel by sea, land, or air, and on the Provider. If a minor will not be traveling with a responsible adult, please review each Provider's unaccompanied minor policies. For more information, visit http://www.migracioncolombia.gov.co. If you have any questions, please contact Online Support before making a purchase or speak with an advisor at any office or Call Center.

Agreement

By requesting enrollment in any travel program marketed by this Travel Agency, the client and/or passenger declares that they have read and accept all the terms set out on this website, which are available for printing, as well as the special conditions set out in the travel program or specific travel proposal.

Advertising

Pursuant to Article 30 of Law 1558 of 2012 and Article 30 of Law 1480 of 2011, you are entitled to complete, truthful, transparent, timely, verifiable, clear, accurate and appropriate information about the products or services offered by Operadora de Hoteles Avia S.A.S.. Information published on the Operadora de Hoteles Avia S.A.S. Platform about prices, qualities and features of Tourist Services, availability, terms of sale, restrictions, and cancellation or refund policies (among other things) is provided by the Tourist Service Providers online and in real time.

As an intermediary, Operadora de Hoteles Avia S.A.S. provides information about the features of Travel Services, handles your purchase requests with suppliers, collects the applicable fares, and helps you find solutions if you have a question or encounter an issue. Operadora de Hoteles Avia S.A.S. makes every effort to provide accurate and reliable information, but is not responsible for errors (including obvious and typographical errors), interruptions (due to temporary and/or partial server outages or repairs), inaccuracies, or misleading or false information provided by Travel Service suppliers.

Operadora de Hoteles Avia S.A.S. is not, and should not be construed as, endorsing the quality, service level, and/or rating or classification of any Travel Service available on the Platform. We recommend reading other travelers' reviews on the Platform to learn more about the Travel Service(s) you have selected and decide whether they meet your needs and expectations.

The Platform may contain links and pointers to other websites, resources, and Platform sponsors. Links from the Platform to third-party sites, in either direction, maintained by third parties do not constitute an endorsement by Operadora de Hoteles Avia S.A.S. of any third party, its websites, or their content. Operadora de Hoteles Avia S.A.S. is in no way responsible for third-party sites or resources, and your use of these sites and resources is not governed by these terms and conditions.

To submit a complaint about advertising content posted on the Portal, you may email servicioalcliente@aviatur.com. The advertiser will then be contacted.

SPAM

The laws in force in Colombia shall apply. An email will not be considered SPAM if it includes a way to unsubscribe.

RESPONSIBLE CONDUCT AND COMMITMENTS IN DESTINATIONS:

Operadora de Hoteles Avia S.A.S. offers tourism products and services and conducts its business in accordance with applicable laws. We promote sustainability through measures to mitigate, control and prevent environmental, sociocultural and economic impacts, and through programs that support regional development and raise awareness among our employees, clients, suppliers and guests about the conservation and preservation of nature. We promote awareness of their rights and responsibilities in support of sustainability, continuously improve our activities, allocate the resources required for their operation, and train our employees. Accordingly, we offer our users the following recommendations in support of the sustainability for which our Agency is known:

Do not remove any flora or fauna species from their natural habitat. This is an environmental crime.

Do not introduce exotic animal or plant species. This causes serious disruption to the natural habitats of animal and plant species and their food chains.

Do not feed wild animals directly. Feeding must be controlled and supervised by wildlife management experts.

Please do not make excessive noise, as it may disturb the local wildlife and its natural environment.

Do not burn rubbish or light campfires. The gases produced during burning can be toxic and can seriously harm the ecosystems and communities where it takes place.

Dispose of solid waste properly.

Please follow the recommendations for entry, conduct, staying in, respect for, and preservation of these tourist destinations.

AGAINST CHILD PORNOGRAPHY AND SEX TOURISM:

In accordance with Law 679 of August 3, 2001, enacted by the Congress of the Republic, which sets out provisions to prevent and combat the exploitation, pornography, and sex tourism of minors.

In accordance with that Law, everyone must prevent, block, combat and report the exploitation, hosting, use, publication or distribution of images, texts, documents or audiovisual files; the improper use of global information networks; or the establishment of telematic links of any kind related to pornographic material or material concerning sexual activities involving minors.

In accordance with Article 17 of Law 679 of 2001, the agency advises tourists that the sexual exploitation and abuse of minors in the country are subject to criminal and administrative penalties under current laws. In addition, in compliance with Resolution 3840 of December 24, 2009 and Article 1 of Law 1336 of July 21, 2009, Operadora de Hoteles Avia S.A.S. has adopted a Code of Conduct to prevent and prohibit the sexual exploitation of children and adolescents in the tourism industry.

The user therefore understands and disclaims any activity, action, or omission aimed at engaging in sexual activities involving minors, and undertakes to immediately report any suspicion to the competent authorities.

MONEY LAUNDERING AND TERRORIST FINANCING:

Operadora de Hoteles Avia S.A.S. declares that it is not included on any local or international list used to monitor money laundering or terrorist financing. In accordance with its Anti-Money Laundering Prevention System, it will also verify that its subcontractors, suppliers, board members or partners, legal representatives, statutory auditor, customers, and passengers are not included on any such lists.

The User voluntarily and unequivocally acknowledges, understands, and agrees that the Operadora de Hoteles Avia S.A.S. Business Group, in fulfillment of its legal obligation to prevent and control money laundering and terrorist financing, and in accordance with the Constitutional Court's case law on the matter, may, for objective cause, unilaterally terminate the provision of services without prior notice if the User's name appears on international lists such as those maintained by the UN or OFAC, the latter commonly known as the Clinton List. It may also terminate services if the User, as an individual: (i) registers a person included on any of these lists; or (ii) has been convicted by the competent authorities of conduct related to illicit activities and/or money laundering, terrorist financing, and/or any related offenses under the Colombian Criminal Code and/or any amendments or additions thereto.

EQUITY, DIVERSITY AND INCLUSION POLICY:

Operadora de Hoteles Avia S.A.S. has a Diversity, Equity, and Inclusion Policy focused on respect, integrity, transparency, and fairness in the workplace. It promotes diversity, inclusion, and retention for all employees, ensures non-discriminatory processes, and recognizes each person's individuality. The policy includes measures to prevent and address complaints of discrimination and applies globally to partners, executives, employees, suppliers, and customers. Failure to comply may result in the termination of contracts or agreements with suppliers and customers.

DATA PROTECTION

By making a purchase through our website, the user authorizes Operadora de Hoteles Avia S.A.S. and its affiliates to consult, request, provide, report, process and disclose information about the user’s credit, financial, commercial or service history to third parties or to the TRANSUNION information bureau, and/or CYBERSOURCE, and/or Evertec Colombia S.A.S., and/or Place to Pay (the payment platform used on this website), or equivalent entities in other countries. This will generate a record of the inquiry.

DATA PROTECTION

In accordance with Law 1581 of 2012, Decree 1377 of 2013, Decree 1074 of 2015 and other current personal data protection regulations, as well as Law 1266 of 2008, this website implements a data protection policy designed to safeguard and store databases containing personal or socially relevant information and protect our customers’ fundamental rights. Please see our Privacy and Personal Data Processing Policy.

When making a purchase through our website, and taking into account the nature of the services and our role as an intermediary, you authorize Operadora de Hoteles Avia S.A.S. to consult, store, manage, transmit or transfer the personal information you provide to legally authorized entities and service providers, for the purpose of fulfilling the agency service and carrying out all functions assigned, directly or indirectly, to travel agencies now or in the future.

If you provide personal information about third parties, you do so as the data controller in accordance with Law 1581 of 2012. You therefore declare that you have the data subject’s express authorization and authorize the travel agency to transmit and otherwise process that personal information solely for the purpose of subsequent commercial contact. The information is transmitted because, in order to provide the relevant services, Operadora de Hoteles Avia S.A.S. must provide third-party personal information to its contracted suppliers. You are aware of and agree to this, and have informed the data subjects accordingly in your capacity as data controller.

If you provide personal data about a minor or a person under court-appointed guardianship, you warrant that you are acting as their legal representative, that the minor was heard and their fundamental rights respected, or that you have the authorization of the relevant data subjects. Data about minors, which is subject to special protection, will be handled in accordance with applicable law and our personal data policy, available at www.aviatur.com. Any concerns regarding personal data protection may be sent to privacidad@aviatur.com.

You must complete all fields with accurate information to make valid reservations for Tourist Services through Operadora de Hoteles Avia S.A.S. By entering your personal information on the Platform, you represent that such information (the “Personal Data”) is accurate, precise, and truthful, and agree to update it as necessary. Operadora de Hoteles Avia S.A.S. is not responsible for the accuracy of the Personal Data you provide. You warrant and are responsible for the truthfulness, accuracy, currency, and authenticity of the Personal Data you enter. Please ensure that all your details exactly match your Travel Documentation.

1 IDENTIFICATION OF THE SERVICE PROVIDER

OPTION A — Operator provides the service in its own name The accommodation and ancillary services of HOTEL NAME (hereinafter, the “Hotel”) are provided by OPERADORA DE HOTELES AVIA S.A.S., identified by Tax ID (NIT) _____________, registered with the National Tourism Registry under number ____________.

OPTION B — The owner provides the service and Operadora operates the property The accommodation and ancillary services of NOMBRE DEL HOTEL (hereinafter, the “Hotel”) are provided by RAZÓN SOCIAL, identified by Tax Identification Number (NIT) ____________, registered with the National Tourism Registry under number_________. The Hotel is operated by OPERADORA DE HOTELES AVIA S.A.S., NIT ____________, as its sales agent.

Service provider contact details:

Address for service of legal notices:

Property address: 

Reservations: PHONE — RESERVATIONS EMAIL — WhatsApp NUMBER — DAYS AND HOURS

Requests, complaints, and claims (PQRS): EMAIL OR FORM LINK

Website: 

2. DEFINITIONS

For the purposes of these Terms and Conditions, the following definitions apply:

Guest or User: the individual or legal entity that books, pays for or uses the Hotel’s services.

Reservation: a request for accommodation confirmed by the Hotel after receipt of payment or the guarantee required for the selected rate.

Rate: the price per night and the associated payment, cancellation and modification terms, disclosed before payment.

Direct sales channels: the Hotel website, reservations center, WhatsApp and the Hotel’s reservations email.

Intermediary: the travel agency, online platform or other third party through which the Guest makes the booking.

3. ACCEPTANCE AND PRE-CONTRACT INFORMATION

3.1 These Terms and Conditions, together with the specific terms of the selected rate, the Accommodation Agreement and the policies linked in this document, are made available to the Guest before booking and form part of the contract. The Guest expressly accepts them during the booking process, before making payment.

3.2 Only terms that have been communicated to the Guest sufficiently, in advance, and expressly are binding. The policies incorporated into this document are: Accommodation Agreement — link, Personal Data Processing Policy — link, Pet Policy — link, if applicable, Environmental Policy — link, if applicable, and Group and Event Terms — link, if applicable.

3.3 Before completing the booking, the Guest may review a summary showing the selected accommodation, dates, number of guests, price for each item, taxes, and total amount due, and may correct the details or cancel the transaction. Once confirmed, the Hotel will send booking confirmation no later than the following calendar day, including the exact price, taxes, payment method, and rate conditions.

4. RATES, PRICES AND TAXES

4.1 Prices are quoted in Colombian pesos and include all taxes, costs and charges payable by the Guest. Any additional voluntary charge will be disclosed separately and charged only if expressly accepted by the Guest.

4.2 Rates include: accommodation and breakfast / all-inclusive plan / other. Other services are available at an additional cost, which will be charged to the room account after the price has been disclosed.

4.3 The applicable VAT on accommodation services is included in the quoted price. Foreign guests who are not residents of Colombia may qualify for the special tax treatment provided under current regulations, subject to verification in the required immigration document registry. If the Guest does not provide proof of this status, the Hotel will charge the applicable VAT. 

4.4 Hotel insurance is optional. Its price will be disclosed before payment or upon arrival, and it will only be charged if the Guest expressly agrees to it.

4.5 The applicable price is the price in effect when the reservation is confirmed. Once confirmed, the Hotel may not change the agreed price. If the Guest pays in a currency other than Colombian pesos, the conversion will be based on the exchange rate applied by the payment method used. Any fees charged by that payment method will be disclosed before payment.

4.6 Offers and promotions will state their validity period, applicable stay dates, rate conditions and, where applicable, the number of units available. The Hotel is bound by the terms stated in its advertising.

5. SERVICES, HOURS AND ACCOMMODATION TERMS

5.1 Check-in is from _____ and check-out is by _____. Early check-in and late check-out are subject to availability and may incur an additional charge, which will be disclosed in advance.

5.2 Upon check-in, each Guest must present valid identification: a Colombian national identity card for Colombian citizens, or a passport or immigration document for foreign nationals.

5.3 Minors must be accompanied by a parent or legal guardian and present their identification document. If traveling with an adult other than a parent or legal guardian, they must present authorization from their parent or legal guardian, notarized or authenticated by a consulate, together with a copy of the identity document of the person granting authorization. 

5.4 Rooms are assigned upon arrival, subject to availability and according to the type of accommodation booked. A specific room number is not guaranteed in advance.

5.5 Accommodation types and maximum capacity: describe each room or bungalow type, its capacity and relevant features, for example: stair access, private pool, separate rooms.

5.6 Complimentary services are subject to availability and weather conditions: list. If a complimentary service is unavailable, no discount will be given unless it was offered as part of the package price.

6. RESERVATIONS AND PAYMENT

6.1 Reservations may be made through direct sales channels or through intermediaries. Availability is confirmed at the time of booking.

6.2 The booking is confirmed once the Hotel receives payment or the guarantee required by the rate and sends confirmation to the Guest. The Hotel does not hold rooms without payment confirmation.

6.3 Accepted payment methods: Credit and debit cards, PSE, bank transfer, and others.

6.4 Bookings made through intermediaries are also subject to the intermediary’s terms and conditions. Requests to cancel, change, or refund such bookings must be made through the intermediary, without prejudice to the Guest’s rights with respect to the Hotel.

7. CANCELLATION, MODIFICATION AND NO-SHOW POLICY

7.1 Each rate has its own cancellation and modification terms. These are clearly disclosed before payment and included in the booking confirmation. The general terms are:

Rate type

Cancellation or modification without penalty

Penalty after the deadline or for no-show

[Flexible]

Until [HORA] (Colombia time) on the calendar day before the arrival date.

[First-night rate / X % of the booked accommodation].

[Peak season — dates]

Up to [NÚMERO] calendar days before the arrival date.

[Value of X nights / X% of the booked accommodation].

[Non-refundable]

Cancellations are not permitted with a refund. [Date changes may or may not be permitted, and may be subject to a fee.]

Payments are non-refundable, except as provided in clauses 8 and 11.

7.2 Cancellations or changes may be requested through any direct sales channel, including the channel used to make the booking. The Hotel will record the request with a case number, date and time, and respond in writing.

7.3 Date or accommodation type changes are subject to availability. If the new rate is higher, the Guest must pay the difference; if it is lower, the rate conditions will apply.

7.4 If the Guest does not arrive on the scheduled arrival date and has not canceled within the permitted period, the penalty specified for the booked rate will apply. The penalty will not include additional services that were not provided or did not incur a cost for the Hotel.

7.5 Early departure does not entitle the Guest to a refund for unused nights, unless otherwise stated in the rate conditions.

7.6 The rate terms do not limit the right of withdrawal or any other rights granted to the Guest by law.

8. RIGHT OF WITHDRAWAL

8.1 For bookings made through non-traditional or distance-selling channels, such as the website, call center, WhatsApp or email, the Guest may withdraw from the contract within five (5) business days of entering into it, in accordance with Article 47 of Law 1480 of 2011.

8.2 The right of withdrawal applies when the service is not scheduled to begin within five (5) days of purchase. It does not apply once the service has begun with the Guest's consent.

8.3 The Guest may exercise the right of withdrawal through any of the Hotel’s customer service channels, including the channel used to make the booking. No reason is required and no penalty will apply, regardless of the rate selected.

8.4 The Hotel will refund the full amount paid within a maximum of fifteen (15) calendar days from the date the Guest exercises the right of withdrawal and provides the correct and complete information required to process the refund. The refund will be made to the payment method used or by another method selected by the Guest from the options provided by the Hotel, in accordance with Article 47 of Law 1480 of 2011, as amended by Article 3 of Law 2439 of 2024, and Article 5 of the latter law.

9. PAYMENT REVERSAL

If payment was made using a credit card, debit card, or other electronic payment method, the Guest may request a charge reversal in the cases and under the terms set out in Article 51 of Law 1480 of 2011 and its implementing regulations. To do so, the Guest must file a complaint with the Hotel and notify the payment provider within five (5) business days of becoming aware of the event giving rise to the claim.

10. REFUND PROCEDURE

10.1 Refunds are available in the following cases: (i) exercise of the right of withdrawal; (ii) cancellation within the rate’s penalty-free period, or less the applicable penalty; (iii) inability to provide the service under the terms of clause 11; and (iv) services paid for but not provided due to circumstances attributable to the Hotel.

10.2 The Guest may submit a request by RESERVATIONS EMAIL or WHATSAPP, stating the booking number, the name of the account holder, and the payment method to which they would like the refund issued.

10.3 The Hotel will assign a case number and respond within fifteen (15) business days. If a refund is approved, it will be issued within a maximum of thirty (30) calendar days from the date the Guest provides all the required information. For withdrawal from the purchase, the time limit set out in clause 8.4 will apply.

10.4 Refunds for bookings made through intermediaries must be requested from the intermediary, in accordance with clause 6.4.

11. INABILITY TO PROVIDE THE SERVICE

11.1 If the Hotel is unable to provide all or part of the contracted service due to force majeure, unforeseen circumstances, an act of a third party, or an order by an authority, such as weather events, high swell, closure of ports, roads, or airports, the Guest may choose to: (i) reschedule the booking without penalty, subject to availability; or (ii) receive a refund for the amounts paid for services not provided.

11.2 If the inability to provide the service is due to causes attributable to the Hotel, the Guest will also have the rights provided by law.

11.3 OPTIONAL If the event prevents the Guest from reaching the destination by order of the competent authority (for example, closure of waterways or roads), the Hotel will offer to reschedule the booking without penalty within the following ____ months, subject to availability.

12. OPTIONAL GROUPS AND EVENTS

12.1 Reservations for more than NÚMERO rooms, as well as events and banquets, are subject to a quotation and separate contract setting out rates, deposits, deadlines and penalties. Inquiries: CORREO Y TELÉFONO DE GRUPOS.

12.2 Hotel restrictions on events with music, exclusive use of the facilities, and outside food and beverage providers.

12.3 Company or agency inspection visits must be requested at least NUMBER days in advance by emailing CORREO COMERCIAL.

13. OPTIONAL PETS

13.1 The Hotel accepts dogs and cats in designated areas and accommodation, for an additional fee based on their weight, which will be disclosed before booking. The Guest must provide the pet’s health and vaccination certificate.

13.2 Potentially dangerous dogs, as defined in Article 126 of Law 1801 of 2016, must be muzzled outside their assigned accommodation.

13.3 The Guest is responsible for any damage or loss caused by their pet during the stay. Full terms are available in the Pet Policy — link.

14. OPTIONAL: NATURAL ENVIRONMENT

14.1 The Hotel is located in a natural environment inhabited by native species, including insects and other animals, which are protected as part of the ecosystem. The Hotel conducts regular inspections of private and common areas, but these species may be present during your stay.

14.2 The Guest agrees not to handle, feed, or scare away animals, and to immediately notify Hotel staff of any risk so that trained personnel can take appropriate measures.

14.3 In the event of an incident involving an animal, the Hotel will provide first aid and arrange any necessary medical care. The Hotel’s liability will be determined in accordance with the law and will not extend to incidents caused without fault on the part of the Hotel or its employees.

14.4 Where appropriate, the Hotel will offer alternative accommodation, subject to availability.

15. SAFEKEEPING OF CASH AND VALUABLES

15.1 Pursuant to Article 1195 of the Commercial Code, the Guest may hand over cash and valuables to the Hotel for safekeeping against a receipt. The Hotel may refuse to accept items of considerable value or excessive bulk.

15.2 The Hotel provides in-room safes and/or safety deposit boxes at reception. For items not handed over for safekeeping, the Hotel will be liable only if their loss or damage is attributable to the fault of the Hotel or its employees.

16. LIABILITY

16.1 The Hotel is responsible for providing the contracted services properly, in accordance with the law. It is not liable where damage is caused by force majeure, an unforeseen event, an act of a third party or the Guest’s sole negligence, nor for the Guest’s personal expenses outside the contracted services.

16.2 The Guest is liable for any damage they cause to the Hotel’s facilities, property, or furnishings, or to third parties, during their stay.

17. HOUSE RULES AND END OF STAY

17.1 The Guest agrees to comply with the Hotel's house rules, provided at check-in and available at the link.

17.2 The Hotel may terminate the lodging agreement and ask the Guest to leave if the Guest (i) endangers another person’s life, well-being or safety, or puts property at risk; (ii) seriously disturbs other guests after being warned; or (iii) engages in unlawful conduct on the premises.

17.3 In that case, the Guest must pay for the services received and any damage caused. The cancellation terms of the booked rate will apply to unused nights.

18. PREVENTION OF THE COMMERCIAL SEXUAL EXPLOITATION OF CHILDREN AND ADOLESCENTS

18.1 Pursuant to Article 17 of Law 679 of 2001, the Hotel advises the Guest that the sexual exploitation and abuse of minors in the country are subject to criminal and administrative penalties under applicable laws.

18.2 The Hotel has adopted the Code of Conduct set out in Article 1 of Law 1336 of 2009, in accordance with Resolution 3840 of 2009 of the Ministry of Commerce, Industry and Tourism, or any regulation amending or replacing it.

18.3 The Hotel will not allow minors to enter guest rooms unless accompanied by their parents or legal guardian, or an adult authorized under clause 5.3, and will report any suspicious situation to the competent authorities.

19. PREVENTION OF MONEY LAUNDERING AND TERRORIST FINANCING

19.1 As part of its SAGRILAFT / self-control and LA/FT risk management system, the service provider will verify that its guests, suppliers, and counterparties are not included on national or international watchlists, such as those maintained by the UN and OFAC.

19.2 The provider may refuse to enter into or terminate the agreement without prior notice if the Guest, or the person making or paying for the reservation, appears on any of these lists or has been convicted of conduct related to money laundering, terrorist financing or its predicate offenses, without prejudice to any refunds required by law.

20. PERSONAL DATA PROTECTION

The Guest's personal data will be processed by RAZÓN SOCIAL DEL RESPONSABLE, NIT __________, in accordance with Law 1581 of 2012 and its Personal Data Processing Policy, available at the link. For inquiries or complaints about personal data: CORREO DE PRIVACIDAD.

21. REQUESTS, COMPLAINTS AND CLAIMS

21.1 The Guest may submit requests, complaints and claims by EMAIL / FORM / PHONE. Each submission will receive a case number and a date and time of receipt so it can be tracked.

21.2 The Hotel will respond within fifteen (15) business days of receiving the complaint, in accordance with Article 58 of Law 1480 of 2011.

21.3 The consumer protection authority in Colombia is the Superintendence of Industry and Commerce: www.sic.gov.co.

22. AMENDMENTS

The provider may update these Terms and Conditions. Changes will be published on this website with the version and date indicated, and will apply only to reservations confirmed after publication. Existing reservations are governed by the terms accepted by the Guest at the time of booking.

23. GOVERNING LAW

These Terms and Conditions are governed by the laws of the Republic of Colombia, in particular Law 1480 of 2011 (Consumer Protection Statute), Law 300 of 1996 and its amendments, and the Commercial Code.