Terms and Conditions

By using this website, the user confirms their agreement to the terms and conditions set out below. Please read them carefully before using the site. If you disagree with any section, 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 website or server is free from viruses or other harmful components. Under no circumstances will Operadora de Hoteles Avia S.A.S. be liable for any direct, indirect, or consequential damages, including, without limitation, lost profits, the cost of replacement products, inability to use content, or errors resulting from mouse-click access, even if this Travel Agency has been advised that such damages may occur. If local law does 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 is that of independent contracting parties, and neither party (including its officers, agents, and employees) may be considered or constituted as partners, joint ventures, trustees, employees, and/or common agents.

The user may not assign, enter into agreements regarding, subcontract or delegate the rights, duties and obligations set forth herein.

Authorizations, Licenses and Trademarks

Operadora de Hoteles Avia S.A.S. owns this website and holds the appropriate authorizations to use its images, graphics, icons, characters, music, text, software, videos and other content (hereinafter, the "content"), as well as its HTML, CGI and WS coding 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 for any purpose without authorization from Operadora de Hoteles Avia S.A.S. and in accordance with the instructions in each section of this website.

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, 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 medium. Users also grant this Travel Agency and its sublicensees the right to use the name accompanying any such review or comment, if provided, in connection with that review or comment.

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

Users and, in general, anyone seeking to link any website to any page of this website must respect this website’s corporate identity and logo. Links from this website may not be established to websites that do not display the logo or another 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 and exclusively for the user's personal use. The sale or commercial use of content, products, information, software or services obtained from this site is prohibited.

The content of this website is protected under 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 website is protected by copyright. Its use is governed by the end-user license agreement that accompanies or is included with the software (the “License Agreement”). Software covered by a License Agreement may not be installed or used unless you first accept its terms. For software not accompanied by a License Agreement, the 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 requirements for access

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 device (computer, phone, etc.) and a modem or other access device.

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

Personal and Commercial Use Restrictions

This website may be used only to make genuine reservations or purchases and may not be used for any other purpose. Speculative, false, or fraudulent reservations are prohibited. Users must be of legal age to use this website and accept the legal and financial obligations that come with doing so. Users acknowledge that they are responsible for all consequences arising from their use of the Operadora de Hoteles Avia S.A.S. website, whether caused by them or by others using their password. Information, programming code, products, and other services published on this portal may contain typographical errors or inaccuracies. This Travel Agency and its associates will periodically update the information. As a condition of using this website, users warrant that they will not engage in any illegal or prohibited activity under the terms, conditions, and requirements stated 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 third-party websites and is not responsible for their content. Including these websites on the Operadora de Hoteles Avia S.A.S. website does not imply any association with the third parties or their operators. This website links to other websites. Please note that when you follow one of these links, you are leaving the Operadora de Hoteles Avia S.A.S. website, and the company is therefore not responsible for the linked site. We recommend that you read those websites’ privacy policies, as they may differ from the policies of Operadora de Hoteles Avia S.A.S. You are solely responsible for keeping your password and account information confidential. Please take care to protect this information.

Help

Use of bulletin boards, chat rooms and other communication forums

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

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

Post, distribute, advertise or disseminate any type of defamatory, discriminatory, obscene, indecent or illegal information or material.

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

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

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

Misrepresent the source of the uploaded file, the software, or any material contained in it.

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

Download any file uploaded by another forum user, knowing that it may not legally be distributed in that manner.

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, virus-checked 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, and the right, at its sole discretion, to deny any user access to the portal or any part of it without prior notice.

Security and Privacy

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

The encrypted information reaches our servers, which have all the latest security patches installed 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

Users may be tricked by emails or DNS spoofing into visiting a fake website with the same design, where their card details are entered into a fraudulent system, resulting in the theft of the cardholder's information. Users are therefore advised to access the site through known domains to reduce risks and make transactions securely.

The computer used by the user to make a transaction may have spyware or malicious software installed without the user’s knowledge. This software may capture everything typed on the keyboard or information from input devices and send it to a network or host on the internet. We therefore recommend that you make transactions using a trusted device whenever possible.

Cookie technology

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 collect the following information:

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

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

Security features used to control access to restricted areas.

Users are advised that they may disable this use on their computer. Through these cookies, other users can see whether or not you are online once registered, allowing them to contact you more quickly and easily.

GENERAL TERMS AND CONDITIONS OF SERVICES

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

Taxes, fees, 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 operations.

Simply using the website or booking through any of the Sales Channels constitutes acceptance of each and every general and specific condition included in these terms and conditions. Consumers are required to read and accept the conditions so they can better exercise their rights. We recommend printing and keeping them with the rest of your travel documents. Remember 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 request made through 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 regulations amending, supplementing or revising them, and acts as an intermediary between the user and the provider of the tourist service selected by the user. The agency’s liability for the quality of the service is limited solely and exclusively to the terms of each offer, taking into account each provider’s specific conditions, which are disclosed fully and in a timely manner to the user for review. The user accepts these conditions in full upon making the first payment for the services purchased. Items and additional services not described in the offer should be understood as not included.

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

Limitation of the Travel Agency’s Liability

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

Operadora de Hoteles Avia S.A.S. reserves the right to correct any prices on the website and reservations made at an incorrect price. In such cases, if available, you will be offered the option to keep your reservation at the correct price or cancel it without penalty, provided the above conditions are met.

Operadora de Hoteles Avia S.A.S. states that its role as an intermediary in the marketing of Tourist Services does not guarantee that the destination selected poses no risk to people’s health or safety. Operadora de Hoteles Avia S.A.S. is not directly or indirectly responsible for any damage or loss that you or those traveling with you may suffer before, during, or as a result of your chosen destination. Operadora de Hoteles Avia S.A.S. is not responsible 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 exemptions from liability

Operadora de Hoteles Avia S.A.S. and the operators accept no liability for unforeseen events, force majeure, or acts of third parties, such as accidents, strikes, riots, earthquakes, weather or natural events, security conditions, political factors, removal of a traveler for conduct that jeopardizes the trip, denial of entry permits, a decision by the destination country to prevent the traveler from entering or moving around, death, health-related issues, acts of third parties, or any other event beyond the agency’s control that may 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 not included in the specific package incurred by the user, nor is it liable 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 the user’s interest, according to the user’s needs, without any right to a refund.

Safekeeping of personal belongings

Users are solely responsible for the care and safekeeping of personal belongings, unless they have been entrusted to the service provider for safekeeping. Users traveling with valuables must notify the service provider directly so that the necessary precautions can be taken to protect them; otherwise, users will bear full responsibility for any loss of 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 conduct, subject to disciplinary and/or criminal penalties, disrupts the normal provision of the service and causes a disturbance to others. Conduct is considered unacceptable if it violates public morals, public order or accepted standards of behaviour. Users must cover, at their own risk and expense, any costs incurred as a result of being removed from the programme. They will be solely and exclusively liable for any claims for compensation and/or damages made by affected third parties, including the service provider, and shall hold the agency and service providers harmless in this regard.

Price validity and applicable rate

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

Prices shown in advertisements and quotations may change due to fluctuations in service providers’ availability, which is beyond the control of Operadora de Hoteles Avia S.A.S. Prices quoted in a currency other than Colombian pesos will be converted using the exchange rate (TRM / TF Operadora de Hoteles Avia S.A.S.) applicable on the payment date. The user is responsible for any administrative or financial fees incurred when paying in foreign currency.

Documentation

The agency will make available to consumers the documentation and health requirements for each destination that have been duly provided by the relevant authorities. Packages sold do not include processing passports, visas, or permits to leave the country and/or enter another country. Users are solely responsible for meeting the documentation requirements for their trip. Accordingly, Operadora de Hoteles Avia S.A.S. recommends that users take all necessary precautions regarding immigration and government documentation before purchasing travel services, as neither the operators nor the agency is responsible for services not being provided when this is attributable to the user’s failure to meet these requirements.

If Operadora de Hoteles Avia S.A.S. provides advice on obtaining the documents required for travel, it is not responsible for the outcome of the application, as the issuance of a passport, visa, or any other entry, exit, or transit permit is at the discretion of the relevant government authority. Users are solely responsible for carrying and presenting all documents required for travel and to ensure their stay at the destination, and for providing them to the authorities when requested. Users are responsible for carrying authentic documents and are solely liable for any irregularities.

Additional insurance

To provide greater protection, users may purchase insurance policies to help ensure a successful trip. These products are governed by insurance and/or travel assistance contracts, as applicable, and are provided in accordance with the policies, terms, and conditions of the insurance agents users may contract with. Information about coverage, procedures, rights, and obligations is provided to the agency by the insurers or assistance providers, and will be communicated to the user in a timely manner so they can decide whether the product is suitable and whether to purchase it. As an intermediary agent, Operadora de Hoteles Avia S.A.S. will ensure that third-party services are delivered to an optimal standard and at the quality advertised, and will assist users by forwarding to providers any requests, complaints, or claims they may wish to submit before, during, or after the services are provided. However, if users encounter any difficulty at the destination, they must notify the service provider directly and immediately so the provider can promptly resolve the issue. This does not affect the user’s separate obligation to notify the travel agency.

Hotel terms glossary:

Accommodation service terms and prices may vary, or penalties may apply if changes are made to a booking after it has been made, depending on the service and category purchased. 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 rates, availability and other information shown on the Platform.

The total accommodation cost will be calculated and charged to the payment method selected by the user when completing the booking.

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

Please check the accommodation and services included in the rate before completing your booking.

Once the reservation is complete, a booking confirmation document will be sent to your email address.

Remember to check the cancellation policy and rate conditions of the accommodation provider you are booking.

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

If the cancellation policy allows a refund for a date change, advance cancellation, etc., then, at the customer’s express request, Operadora de Hoteles Avia S.A.S. will submit the corresponding request to the hotel or service provider so that it can issue a partial or full refund to the passenger as soon as possible, in accordance with that provider’s policies. Please note that any costs incurred or associated with this process 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 applicable date and at the scheduled time, the Accommodation may cancel your booking and treat it as a No Show, in which case you will not be entitled to claim 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 ability to make changes and/or cancellations and, where applicable, the penalties for each circumstance are subject to the Accommodation’s policies. Any exception to these conditions must be authorized by the Accommodation.

If you bring valuables worth more than passengers ordinarily carry, you must notify the Accommodation Provider and store them in the safes available at the property. The Accommodation Provider is liable only up to the declared value of the items deposited, and only if you have declared them and handed them over for safekeeping. Please note that the Accommodation Provider may refuse to accept items that are excessively valuable in relation to the property or that may cause inconvenience. In addition, the Accommodation Provider’s insurance policies generally require that items be declared at the property in advance for coverage to apply.

Please note that accommodation providers established in the Republic of Colombia are governed by various laws and regulations, including the Colombian Consumer Protection Statute (Law 1480 of 2011), Law 300 of 1996 (the 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 consumer protection and regulatory authorities. If you wish to submit a complaint regarding the service provided by the accommodation provider, you may do so directly to the authorities listed above. To do so, visit: www.mincit.gov.co and/or www.sic.gov.co.

For further 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, using the daily representative market exchange rate (TRM), based on the banking market rate on the date of payment.

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

If only a deposit is paid, subsequent payments will be calculated at the exchange rate (TRM) on the day they are made.

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

For cash payments in foreign currency, an additional 2% administrative processing fee plus VAT applies. This fee is non-refundable.

Specific policies

Cancellation and restriction policies

To change a service that has already been scheduled and confirmed, you must do so sufficiently in advance and in accordance with the policies for the services booked, which were communicated before purchase.

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

The cancellation and refund policies set out below must be observed.

CONSUMER RIGHTS:

Withdrawal:

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

In its capacity as an intermediary 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 provider, coordinating the refund process. Responsibility for coordinating this process may not be delegated to the user. The refund will be issued as a credit, a reversal of the credit card charge 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 arrange the refund by that method. Refund times are subject to the provider's policies, but the agency will be responsible for following up and keeping the consumer promptly informed of the status of the request.

Payment Reversals:

Pursuant to Decree 587 of 2016, consumers have the right to request a reversal of payment for purchases made through electronic means using a credit card, debit card or any other electronic payment instrument, provided that the request falls under one of the following grounds:

When the consumer is a victim of fraud.

When the transaction was not requested.

When the purchased product is not received.

When the product delivered is not what was ordered, does not have its inherent features, or does not have the features described in the information provided about it.

When the product delivered is defective.

To qualify for a payment reversal, the request must be submitted within five (5) business days after the consumer became aware of the fraudulent or unauthorized transaction, or after the product should have been received or was received 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 method used for the purchase. Together with the other parties involved in the payment process, the issuer will then reverse the transaction to the buyer.

Operadora de Hoteles Avia S.A.S. advises you that, pursuant to Article 2.2.2.51.10 of Decree 587 of 2016, if, as a result of your reversal request, you receive amounts exceeding the original payment, you will be responsible for returning them. 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 reversal listed on the form applied to you, Operadora de Hoteles Avia S.A.S. and/or your payment instrument issuer may permanently charge the disputed transaction to your card or payment method.

Finally, please note that consumers who act in bad faith during the chargeback process may be penalized by the Superintendence of Industry and Commerce under Article 2.2.2.51.13 of Decree 587, with fines 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 another tourism service purchased is not provided as agreed, the consumer may choose to require: (i) actual provision of the service as contracted; (ii) a full refund of the price paid; or (iii) an equivalent service of equal or higher quality. In its role as intermediary, Operadora de Hoteles Avia S.A.S. will facilitate the exercise of this right with the relevant provider, without prejudice to the service provider's direct responsibility to the consumer.

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

Consumers have the right to submit requests, complaints and claims directly to the Superintendence of Industry and Commerce (SIC), the authority responsible for consumer protection oversight and enforcement in Colombia. To do so, visit the official website at www.sic.gov.co or contact the SIC consumer helpline. This channel is independent of the internal customer service channels provided by Operadora de Hoteles Avia S.A.S. and may be used at any time, without first exhausting the channels available through the agency.

GENERAL RECOMMENDATIONS:

Terms and restrictions for electronic payments

To complete the purchase, the customer will be asked to provide the identifying details of the passengers/travelers and their payment method. This is done in several steps. Once these details have been entered, and before you complete your purchase, they will be displayed so you can review them before proceeding.

The details provided must match those on file with your financial institution (billing address, telephone number, ID number, first and last names).

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

The hours for making electronic payments for hotel reservations are 12:05 AM to 11:40 PM (UTC−5), Colombia time.

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

The purchase of any service will become effective only once this Travel Agency has successfully charged the agreed amount to the credit or debit card or other agreed payment method and the Finance Department has verified the transaction. Until then, this Travel Agency may cancel the purchase.

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

Once your purchase is complete, you will receive two emails: one confirming your reservation and another confirming or providing information about the payment through the payment gateway. Both will include all purchase details and the purchase invoice information, and will also be retained by this Travel Agency.

Please note that Operadora de Hoteles Avia S.A.S. acts on behalf of and represents the Provider of the Tourist Services, and that the amounts corresponding to the price or rate of the Tourist Services are passed on (endorsed) to the Provider.

Credit Card Payment

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 rate; (ii) any applicable taxes, fees, and/or tax withholdings; and (iii) our service fees, if applicable, which will be disclosed in advance.

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

A. If you have arranged with your credit card issuer to pay for outstanding balance life insurance or other charges that affect the total cost of credit, please check with your issuer about the coverage, terms, and costs of these insurance policies or charges. They are unrelated to Operadora de Hoteles Avia S.A.S. and depend on and/or vary according to the arrangements you have made 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, provided the specific conditions of the Tourist Service allow cancellation, Operadora de Hoteles Avia S.A.S. will not refund or be responsible for any interest generated by the original transaction, since Operadora de Hoteles Avia S.A.S. does not receive such interest.

C. The amount payable may be charged in local currency or US dollars, depending on whether the services are local or international. If charged in US dollars, the charge will be made 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 providers impose additional charges and taxes, as applicable under the relevant foreign law. Your bank may also convert prices into your local currency and charge a conversion fee. The exchange rate used by your bank may differ from the one shown on the Platform, so the amount charged by your bank may differ from the amount shown on the Platform. Your bank determines the exchange rate and international transaction fee. If you have questions about the exchange rate or fee applied to your booking, please contact your bank;

D. Each transaction is subject to fraud-prevention checks. One such check involves placing a temporary charge of USD 1 against your card’s dollar limit, processed through a host located in England (UK), to verify the cardholder’s identity and the card’s international validity. The charge and reversal may appear on the customer’s statement. You will not incur any additional charges or costs, as the charge is reversed (voided) once your identity and the card’s validity have been confirmed.

E. For certain destinations, the Travel Service Provider may charge you directly for the Travel Service you booked. In such cases, Operadora de Hoteles Avia S.A.S. will let you know at the time of purchase, and you will receive an invoice issued by the Provider. Please note that 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 financial institutions connected to the PSE system do not take place on the website or technology platform of Operadora de Hoteles Avia S.A.S. To make each payment, the User connects to the website of the selected financial institution, 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 connected 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 improper use of, or loss of control over, data or passwords associated with any payment method connected to the PSE system. Operadora de Hoteles Avia S.A.S. also accepts no liability and gives no warranty to the User in relation to financial services provided by the PSE payment platform or financial services or payment methods provided directly by each financial institution or bank, particularly if transactions cannot be completed due to defects in the PSE system, delays, interruptions, errors, technical failures, unavailability or failure of the selected financial institution’s or bank’s website, or 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.

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

Rates displayed in a currency other than Colombian pesos will state the applicable exchange rate, which users must take into account when making a purchase.

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

Depending on the type of service, a different exchange rate may be used from those specified. Service providers do not guarantee the accuracy of these rates.

Operadora de Hoteles Avia S.A.S. does not authorize the use of this information for any purpose other than personal use, and expressly prohibits its resale, redistribution or use for commercial purposes.

Checking destination safety conditions

Travelers are advised to check the advisories for their chosen destination. By selling travel, Operadora de Hoteles Avia S.A.S. does not represent or guarantee that travel to any particular destination is recommended or risk-free, and is not responsible for any damage or loss that may result from traveling to these destinations.

Documentation

All passengers must carry the necessary personal documents. The Operator disclaims all responsibility for information regarding, withdrawal of, or rejection of their documents. Users are responsible for the documents provided to them by the Operator. You are responsible for finding out about the legal and/or immigration documents and/or health requirements that you or the people traveling with you may need to complete your trip as planned (“Travel Documents”). Check well in advance the entry requirements for your destination and/or transit country, any special visa and/or passport requirements, driver’s licenses, vaccinations, permission for minors, or other document requirements, for both your destination and transit countries, even if you do not need to leave the airport. If you need any documents you do not have, 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/or the documents you are traveling with. Remember that you are responsible for meeting all entry and/or transit requirements and/or carrying all documents required by the immigration, customs, and/or health authorities of your destination and/or transit country or countries. Before booking and departing, we recommend that you check all applicable requirements with the relevant embassy or consulate. For more information, visit: http://travelcentre.iata.org/. Check your documents’ expiration dates well in advance and note that some countries require that they remain valid for at least six months after arrival in the foreign country. When traveling with anyone under 18, in addition to a valid travel document (national ID card or passport), you will need authorization, depending on various circumstances:

(i) If the minor is traveling with both parents, proof of the relationship will be sufficient, provided by a Civil Registry of Birth, Birth Certificate or Certificate of Birth (regardless of its 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 using one of the documents listed above, the traveler must provide authorization from the absent parent.

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

Please also check the Travel Documents required for your mode of transportation, Provider, and 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 is not traveling with a responsible adult, please review the 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 to an advisor at any office or Call Center.

Agreement

By requesting enrollment in any travel program marketed by this Travel Agency, the customer and/or passenger confirms that they have read and accept all the terms described 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

For the purposes of Article 30 of Law 1558 of 2012 and Article 30 of Law 1480 of 2011, you are entitled to complete, accurate, transparent, timely, verifiable, understandable, precise, 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, quality, and features of Tourist Services, their availability, sales conditions, restrictions, cancellation or refund policies, and other matters 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, processes your purchase requests with Providers, collects the applicable fees, 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 correct information but is not responsible for errors (such as obvious errors and typos), interruptions (due to temporary and/or partial server outages or repairs), inaccuracies, or misleading or false information provided by Travel Service Providers.

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

The Platform may contain links to other websites, resources, and sponsors. Links from the Platform to third-party websites, in either direction, do not constitute an endorsement by Operadora de Hoteles Avia S.A.S. of any third party, its website, or its content. Operadora de Hoteles Avia S.A.S. is not responsible for third-party websites or resources, and your use of them is not governed by these terms and conditions.

In any event, to submit a complaint regarding advertising content posted on the Portal, please contact the following email address: servicioalcliente@aviatur.com, and we will contact the advertiser.

SPAM

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

RESPONSIBLE BEHAVIOUR AND COMMITMENTS TOWARDS 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, customers, suppliers, and guests about the conservation and preservation of nature. We highlight their rights and responsibilities in their commitment to sustainability, continually improve each of our activities, allocate the resources needed for our operations, and train our employees. Accordingly, we make the following recommendations to our users in support of the sustainability that defines us as an Agency:

Do not remove plants or wildlife from their natural habitat. This is an environmental crime.

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

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

Avoid making excessive noise, as it may disturb the local wildlife.

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

Do not dispose of the solid waste generated improperly.

Please follow the guidance on entry, conduct, visitor behavior, respect and conservation specific to these tourist destinations.

AGAINST CHILD PORNOGRAPHY AND SEX TOURISM:

Pursuant to Law 679 of August 3, 2001, enacted by the Congress of the Republic, which establishes provisions to prevent and counter the exploitation, pornography and sex tourism of minors.

As established by said 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 any kind of online links related to pornographic material or material referring to the sexual exploitation of minors.

Pursuant to Article 17 of Law 679 of 2001, the agency advises travelers that the sexual exploitation and abuse of minors in the country are subject to criminal and administrative penalties under applicable laws. Likewise, to comply 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 tourism.

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

ANTI-MONEY LAUNDERING AND COUNTER-TERRORIST FINANCING:

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

The User understands and voluntarily and unequivocally accepts that, in fulfilling its legal obligation to prevent and control money laundering and the financing of terrorism, and in accordance with the Constitutional Court’s case law on the matter, the Operadora de Hoteles Avia S.A.S. Business Group may, on objective grounds, unilaterally terminate the provision of services without prior notice if the User’s name is included on international lists such as those of the UN or OFAC (commonly known as the Clinton List). The Group 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 offenses related to illegal activities, money laundering, the financing of terrorism, or any related offenses under the Colombian Penal Code or any regulations amending, supplementing, or replacing it.

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, ensuring discrimination-free processes and recognizing each person’s individuality. The policy includes measures to prevent and address reports 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 PRIVACY

When 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 relating to their credit, financial, commercial, or service history to third parties or to the credit bureaus TRANSUNION 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, other applicable personal data protection regulations, and Law 1266 of 2008, this website implements a data protection policy to safeguard and store databases containing personal or sensitive information and protect our customers’ fundamental rights. Please see our Privacy and Personal Data Processing Policy at: Privacy Policy and Personal Data Processing.

When you make a purchase through our website, and taking into account the nature of the services and the intermediary role we perform, 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 directly or indirectly assigned to travel agencies, or that may be assigned to them in the future.

If you provide personal information about third parties, you do so as a data controller under Law 1581 of 2012. Accordingly, you declare that you have the express consent of the personal data subject and authorize the travel agency to transmit and otherwise process that personal information solely for subsequent commercial contact. Information is transmitted because, in order to provide the relevant services, Operadora de Hoteles Avia S.A.S. must share third parties’ personal information with its contracted providers. You acknowledge and accept this and confirm that you have informed the data subjects in your capacity as data controller.

If you provide personal data relating to minors or persons under court-appointed guardianship, you warrant that you are acting as the legal representative of the minor or person under guardianship, that the minor has been heard and their fundamental rights respected, or that you have authorization from the relevant data subjects. The data of minors, which fall into a special category of protection, will be processed in accordance with applicable law and our personal data policy, available at www.aviatur.com. Any matter you wish to raise regarding personal data protection may be sent to privacidad@aviatur.com.

You must complete all fields with accurate information to make valid reservations for Travel Services through Operadora de Hoteles Avia S.A.S. By entering your personal information on the Platform, you represent that this 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 match your Travel Documents exactly.

1 SERVICE PROVIDER IDENTIFICATION

OPTION A — Operadora provides the service in its own name The accommodation and ancillary services at HOTEL NAME (hereinafter, the “Hotel”) are provided by OPERADORA DE HOTELES AVIA S.A.S., identified by Tax ID No. _____________, registered with the National Tourism Registry under No. ____________.

OPTION B — The owner provides the service and the operator manages the property The accommodation and ancillary services at HOTEL NAME (hereinafter, the “Hotel”) are provided by LEGAL BUSINESS NAME, identified by Tax ID No. ____________, registered with the National Tourism Registry under No. _________. The Hotel is operated by OPERADORA DE HOTELES AVIA S.A.S., Tax ID No. ____________, as the marketer.

Service provider contact details:

Address for service of legal notices:

Property address:

Reservations desk: PHONE — RESERVATIONS EMAIL — WhatsApp NUMBER — hours DAYS AND TIMES

Requests, Complaints and Claims: 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 change conditions, disclosed before payment.

Direct booking channels: the Hotel website, reservations desk, Hotel WhatsApp and reservations email.

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

3. ACCEPTANCE AND PRIOR INFORMATION

3.1 These Terms and Conditions, together with the specific conditions of the selected rate, the Accommodation Contract 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 adequately, expressly, and clearly communicated to the Guest in advance are binding. The policies forming part of this document are: Accommodation Agreement — enlace, Personal Data Processing Policy — enlace, Pet Policy — enlace, if applicable, Environmental Policy — enlace, if applicable, and Groups and Events Terms — enlace, if applicable.

3.3 Before completing the reservation, the Guest may review a summary showing the selected accommodation, dates, number of guests, price of each item, taxes, and total amount due, and may make corrections or cancel the transaction. Once the reservation is confirmed, the Hotel will send confirmation no later than the following calendar day, showing 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 listed separately and charged only if expressly accepted by the Guest.

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

4.3 VAT applicable to accommodation services is included in the quoted price. Foreign guests who are not residents of Colombia may qualify for the special tax treatment provided for under current regulations, subject to verification of the immigration document required by tax regulations. If the Guest cannot establish eligibility, 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 accepts it.

4.5 The applicable price is the one 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 conditions stated in advertising are binding on the Hotel.

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 fee, which will be disclosed in advance.

5.2 Upon check-in, each Guest must present valid identification: a national ID card for Colombian citizens and 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 written authorization from a parent or legal guardian, notarized or authenticated by a consulate, together with a copy of the authorizing person’s identification document.

5.4 Rooms are assigned upon arrival, subject to availability and based on the type of accommodation reserved. A specific room number cannot be guaranteed in advance.

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

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 included in the price of the package.

6. RESERVATIONS AND PAYMENT

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

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

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

6.4 Reservations made through third-party intermediaries are also subject to the intermediary’s terms and conditions. Cancellation, change, or refund requests for these reservations must be submitted to the intermediary, without affecting 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 conditions. These are expressly disclosed before payment and included in the booking confirmation. The general conditions are:

Rate type

Cancellation or changes without penalty

Penalty after the deadline or for no-show

[Flexible]

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

[First night’s price / X% of the booked accommodation].

[High 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 and no refunds will be issued. [State whether date changes are permitted and any applicable fee.]

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

7.2 Cancellation or change requests may be made through any direct sales channel, including the channel used to make the reservation. The Hotel will record the request with a case number, date, and time, and respond in writing.

7.3 Changes to dates or accommodation type 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 arrival date and has not canceled within the applicable 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 Leaving early does not entitle the Guest to a refund for unused nights, unless otherwise stated in the rate conditions.

7.6 Rate conditions do not limit the Guest’s right of withdrawal or any other rights granted by law.

8. RIGHT OF WITHDRAWAL

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

8.2 The right to cancel under the right of withdrawal applies when the service is not due to begin within five (5) days of purchase. It does not apply if service delivery 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 reservation. 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 their right of withdrawal and provides the correct and complete information required to process the refund. The refund will be issued to the original payment method or by another method chosen 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 by credit card, debit card or another electronic payment instrument, 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 submit a complaint to the Hotel and notify the payment instrument issuer of the claim within five (5) business days of becoming aware of the event giving rise to it.

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 as set out in clause 11; and (iv) services paid for but not provided due to reasons attributable to the Hotel.

10.2 The Guest may request a refund by emailing CORREO DE RESERVAS or contacting us via WHATSAPP, and providing the reservation number, the name of the person who made the reservation, 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 due, it will be issued within a maximum of thirty (30) calendar days from the date the Guest provides all required information. The timeframe in clause 8.4 applies to withdrawal requests.

10.4 Refunds for reservations made through intermediaries must be requested through 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, an unforeseen event, an act of a third party, or an order from a government authority—for example, severe weather, high seas, port, road, or airport closures—the Guest may choose to: (i) reschedule the reservation 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 accommodation is due to causes attributable to the Hotel, the Guest will also have the rights granted by law.

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

12. GROUPS AND EVENTS (OPTIONAL)

12.1 Reservations for more than NUMBER rooms, as well as events and banquets, are subject to a separate quote and contract setting out rates, deposits, deadlines, and penalties. Inquiries: GROUPS EMAIL AND PHONE.

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

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

13. PETS (OPTIONAL)

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

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

13.3 The Guest is responsible for any damage or loss caused by their pet during the stay. See the full conditions in the Pet Policy — link.

14. OPTIONAL NATURAL ENVIRONMENT

14.1 The Hotel is in a natural environment inhabited by native species, including insects and other animals, which are preserved as part of the ecosystem. The Hotel regularly carries out pest control in private and shared areas, but wildlife may still be present during your stay.

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

14.3 If an animal is involved in an incident, the Hotel will provide first aid and coordinate any necessary medical care. The Hotel’s liability will be determined in accordance with the law and will not extend to incidents for which neither the Hotel nor its employees are at fault.

14.4 When warranted, the Hotel will offer alternative accommodation, subject to availability.

15. SAFEKEEPING OF CASH AND VALUABLES

15.1 Under Article 1195 of the Commercial Code, the Guest may hand over money and valuables to the Hotel for safekeeping and receive a receipt. The Hotel may refuse to accept items of substantial value or excessive size.

15.2 The Hotel provides safes in the rooms / at reception. For items not handed over for safekeeping, the Hotel will only be liable 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 in accordance with the law. It is not liable for damage resulting from force majeure, an unforeseen event, an act of a third party, or the Guest’s sole fault, or for the Guest’s personal expenses beyond the contracted services.

16.2 The Guest is liable for any damage they cause to the Hotel’s facilities, property, or equipment, 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, which are provided at check-in and available at the link.

17.2 The Hotel may terminate the accommodation contract and require the Guest to leave if the Guest (i) endangers the life, well-being, or safety of other people or property; (ii) seriously disturbs the peace of other guests after being warned; or (iii) engages in conduct that is illegal on the premises.

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

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

18.1 In accordance with 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 law.

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 a parent or legal guardian, or an adult authorized in accordance with clause 5.3, and will report any suspicious situation to the competent authorities.

19. ANTI-MONEY LAUNDERING AND COUNTER-TERRORIST FINANCING

19.1 Under its SAGRILAFT / anti-money laundering and counter-terrorist financing risk management system, the provider will check 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 may terminate the contract without prior notice if the Guest or the person making or paying for the reservation is included on any such lists, or has been convicted of conduct related to money laundering, terrorist financing, or predicate offenses, without prejudice to any refunds due under the 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 enlace. Questions or complaints about personal data: CORREO DE PRIVACIDAD.

21. REQUESTS, COMPLAINTS AND CLAIMS

21.1 The Guest may submit requests, complaints, and claims by CORREO / FORMULARIO / TELÉFONO. Each submission will receive a case number and a date and time stamp for tracking purposes.

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 service provider may update these Terms and Conditions. Any changes will be published on this website with the version number and date and will apply only to reservations confirmed after publication. Existing confirmed 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, particularly Law 1480 of 2011 (Consumer Statute), Law 300 of 1996, as amended, and the Commercial Code.