Terms and Conditions

By using this website, you confirm your agreement to the terms and conditions set out below. Please read them carefully before using the site. If you disagree with any part of these terms, 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 uninterrupted or error-free, that defects will be corrected, or that the site or server is free of viruses or other harmful components. Under no circumstances shall 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 the content, or errors arising from mouse-click access, even if this Travel Agency has been advised of the possibility of such damages. If local laws do not allow 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 website of Operadora de Hoteles Avia S.A.S. 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 agents of the other.

The user may not assign, contract, 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 for any purpose, 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 post reviews, images, videos, or comments on the website grant Operadora de Hoteles Avia S.A.S. a non-exclusive, perpetual, irrevocable, and fully transferable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such reviews, images, videos, or comments worldwide and in any medium. 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 it.

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

Users and, in general, anyone intending to create a link between any website and any page of this website must respect this website's corporate identity and logo. Links may not be created from this website to websites that do not display the logo or another element identifying Operadora de Hoteles Avia S.A.S. as the website owner. In all cases, prior written authorization to use such elements must be obtained from this Travel Agency.

This website is designed solely for the user’s personal use. The sale or commercial use of any content, products, information, software, or services obtained from this website is prohibited.

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 emailing vjuridica@aviatur.com.co.

Computer programs

All software available for download from this website 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 that is 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 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 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 onto their computer. Users are responsible for installing these, and Operadora de Hoteles Avia S.A.S. accepts no liability arising from the installation. The homepage always informs users of the system requirements for properly viewing and using the website.

Personal and commercial use restrictions

This site may only be used to make genuine bookings or purchases and may not be used for any other purpose. Speculative, false, or fraudulent bookings are prohibited. Users must be of legal age to use the site and accept the legal and financial obligations that come with doing so. Users acknowledge that they are responsible for all activity arising from their use of the Operadora de Hoteles Avia S.A.S. website, whether carried out by them or by someone using their password. Information, programming code, products, and other services published on this site may contain typographical errors or inaccuracies. This Travel Agency and its associates will periodically update the information. As a condition of using this site, users agree not to engage in any illegal activity or any activity prohibited by the terms, conditions, and requirements above.

Third-party websites and links

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

Operadora de Hoteles Avia S.A.S. has no control over these sites and is not responsible for their content. Including these sites on the Operadora de Hoteles Avia S.A.S. website does not imply any association with those third parties or their operators. This Website contains 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 Operadora de Hoteles Avia S.A.S. is therefore not responsible for those sites. We recommend that you read their privacy policies, which may differ from those of 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 Center

Use of bulletin boards, chat rooms and other communication forums

If the site includes bulletin boards, chat rooms or other messaging media or forums, you agree, as a user of these services, to send and receive only appropriate messages and materials that are relevant to them. 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.

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 it.

Upload files that contain viruses, are corrupted, or contain any programs or code that could damage the computer systems of others.

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

Misrepresent the source of the source code, computer program 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.

Download any file uploaded by another forum user when you know 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 discussions, conferences, newsletters, and other communications between users are not endorsed by this Travel Agency or its affiliates, and have not been reviewed for viruses or otherwise 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 using SSL (Security Socket Layer). This proven encryption system allows your device 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

Users may be deceived by emails or DNS server spoofing into visiting a fake website that looks identical, where their card details are entered into a fraudulent system and stolen. Users are therefore advised to access the website using known domains to reduce risks and carry out transactions securely.

The computer the user uses to make a transaction may have spyware or malicious software installed without the user's knowledge. Such 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, whenever possible, making transactions from a trusted device.

Use of cookie technology

Whenever you use 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 learn the following information:

The date and time of the user’s most recent visit to our Website.

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

Security features used to control access to restricted areas.

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

GENERAL TERMS AND CONDITIONS OF SERVICES

Once a reservation has been made and payment has been completed by the user, the terms and conditions of Operadora de Hoteles Avia S.A.S. and the service provider are deemed accepted. The website policies of Operadora de Hoteles Avia S.A.S., the service providers’ policies, and any policies communicated to the user by any means apply. Accordingly, cancellations or changes may be subject to penalties 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 own operations.

Use of 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 must read and accept the terms so that they can better exercise their rights. We recommend printing and keeping them together with the rest of your travel documents. Make a note of 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 framework established by Law 300 of 1996, Decree 1074 of 2015, and any provisions that amend, supplement, or replace them. It acts as an intermediary between the user and the tourism service provider selected by the user. The agency’s liability for service quality is limited exclusively to the terms of each offer and takes into account the specific conditions of each provider. These are disclosed fully and promptly to the user, who accepts them in full upon making the 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 the 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 immediately communicate updates to travel agencies, which means that the descriptions of content and/or services on this website may not always reflect the latest terms and conditions. Therefore, Operadora de Hoteles Avia S.A.S. does not guarantee that the information is accurate 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 price on the website for reservations made at an incorrect price. In that case, if available, you will be given the option to keep your reservation at the correct price or cancel it without penalty, provided you meet the conditions set out above.

Operadora de Hoteles Avia S.A.S. states that its role as an intermediary in the sale of Tourist Services does not guarantee that the destination you choose is free from risks to your health or safety. Operadora de Hoteles Avia S.A.S. is not responsible, directly or indirectly, for any injury or loss that you or anyone traveling with you may suffer before, during, or as a result of visiting 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, or other circumstances that may occur before or during the provision of the Tourist Service and may delay, interrupt, or prevent its delivery.

Grounds for the Agency’s Exemption from Liability

Operadora de Hoteles Avia S.A.S. and the operators accept no responsibility for events constituting an Act of God, force majeure or the act of a third party, such as accidents, strikes, civil unrest, earthquakes, weather or natural events, security conditions, political factors, removal of the traveler 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 matters, 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 made in accordance with the law and the policies of the relevant service provider.

Operadora de Hoteles Avia S.A.S. is not responsible for personal expenses or expenses beyond those included in the specific plan incurred by the user, nor for any damage or loss caused to the user by their inexperience, negligence or fault. However, Operadora de Hoteles Avia S.A.S. reserves the right, for the benefit of the user, to modify any pre-established itinerary or suspend services to meet the user's needs, without any right to a refund.

Safekeeping of personal belongings

Users are solely responsible for the care and safekeeping of their personal belongings, unless they have entrusted them to the service provider for safekeeping. If users are carrying valuables, they must notify the service provider directly so that all necessary precautions can be taken to protect them. Otherwise, users are fully responsible 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 delivery of the service or disturbs others. Conduct is considered objectionable if it violates public morals, public order, or accepted standards of behavior. Users are responsible for any costs arising from their removal from the program and are solely responsible for any claims for compensation and/or damages made by affected third parties, including the service provider. The agency and service providers will be held harmless in such cases.

Price validity and applicable exchange rate

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

Prices shown in advertisements and their respective quotes may fluctuate due to changes in service provider availability, which Operadora de Hoteles Avia S.A.S. has no control over. Prices advertised in a currency other than Colombian pesos will be converted at the exchange rate (TRM / TF Operadora de Hoteles Avia S.A.S.) applicable on the payment date. Users are 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 duly communicated by the competent 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 needed to travel. Accordingly, Operadora de Hoteles Avia S.A.S. recommends that users take all necessary precautions concerning immigration and government documentation before purchasing tourism services, as neither the operators nor the agency are responsible for services not being provided when this is attributable to the user’s failure to meet such requirements.

If Operadora de Hoteles Avia S.A.S. provides assistance with obtaining the travel documents required for a trip, it is not responsible for the outcome of the application, as the issuance of a passport, visa, or any type of permit to enter or leave a country or transit through another country, among others, is at the 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, including to verify their status with any authorities that may request it. The user is also solely responsible for carrying authentic documents; any irregularities are the user’s sole responsibility.

Additional insurance

To help ensure your trip goes smoothly, you 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 providers you choose. Information on coverage, procedures, rights and obligations will be provided to the Agency by the insurers or assistance providers, who will ensure that it is communicated to you in a timely manner so you can decide whether to purchase the products and whether they meet your needs. 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 promised, and will assist you in forwarding any requests, complaints or claims to the providers before, during and after the services are delivered. However, if you encounter a problem at the destination, you must notify the service provider directly and immediately so they can resolve it promptly. This does not affect your obligation to notify the travel agency as well.

Glossary of hotel terms:

Accommodation service terms and prices may change, or penalties may apply if changes are made to a reservation after it is booked, 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 full accommodation cost 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 configuration and services included in the rate before completing your reservation.

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

Be sure to check the cancellation policies and rate conditions of the accommodation provider you are booking.

Foreign guests 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 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., Operadora de Hoteles Avia S.A.S. will, at the customer’s express request, 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, subject to that provider’s policies. Any costs arising from or associated with this process will be deducted by Operadora de Hoteles Avia S.A.S. from any refund paid to the passenger.

Please remember that if you do not arrive at the Accommodation on the relevant date and within the specified hours, the Accommodation may cancel your booking and mark 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 for each circumstance are subject to the Property’s policies. Any exception to these conditions must be authorized by the Property.

If you are carrying valuables worth more than passengers ordinarily carry, you must inform the Accommodation and store them in the safes provided there. The Accommodation will only be liable up to the declared value of deposited items if those valuables have been declared and the items have been 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 standing of the Accommodation or that may cause inconvenience. In addition, insurance policies taken out by the Accommodation normally require items to be declared to the Accommodation in advance for coverage to apply.

Please note that the activities of Accommodations domiciled in the Republic of Colombia are governed by a range 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 consumer protection and regulatory authorities. If you wish to file a complaint regarding the service provided by the Accommodation, you may do so directly with 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, using the daily market representative exchange rate (TRM) based on the banking market rate on the day of payment.

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

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

Rates are not valid during events, public holidays or conferences, or when a major event is taking place at the quoted destination.

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

Specific policies

Cancellation and restriction policies

To make changes to a service that has already been scheduled and confirmed, you must do so sufficiently in advance and in accordance with the policies for the contracted services 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, notice must be sent to the following email address: ________________.

The cancellation and refund policies set out below apply.

CONSUMER RIGHTS:

Right of withdrawal:

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

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 right-of-withdrawal request directly with the hotel provider and coordinate the refund process. The agency’s responsibility for coordinating this process may not be delegated to the user. Refunds will be issued as a credit, a reversal of the charge to the credit card, or repayment 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 processing times are subject to the provider’s policies, but the agency will follow up and keep 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 payment reversal for purchases made through electronic channels using credit or debit cards or any other electronic payment instrument, provided their request falls under one of the following grounds:

When the consumer is the victim of fraud.

Where it involves an unsolicited transaction.

When the purchased product is not received.

If the product delivered does not match what was ordered, does not meet its inherent characteristics, or does not have the characteristics described in the information provided about it.

If the product delivered is defective. 

To qualify for a payment reversal, the request must be submitted within five (5) business days of the date on which the consumer became aware of the fraudulent or unauthorized transaction, or should have received the product, or received it in a defective condition 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. The issuer, together with the other parties involved in the payment process, 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 you receive amounts exceeding the original payment as a result of your request for a chargeback, 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 determined that you did not meet any of the grounds for a chargeback listed on the form, Operadora de Hoteles Avia S.A.S. and/or the issuer of your payment instrument may permanently charge the disputed transaction to your card or payment method.

Finally, we note that a consumer acting in bad faith during the payment reversal process may be sanctioned 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 (Consumer Statute), consumers are entitled to a warranty for the service they purchase. If the accommodation or other tourism service purchased is not provided as agreed, consumers may choose to require: (i) the service to be provided as contracted; (ii) a full refund of the price paid; or (iii) an equivalent service of equal or higher quality. As an intermediary, Operadora de Hoteles Avia S.A.S. will assist consumers 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 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 agency’s procedures.

GENERAL GUIDELINES:

Terms and restrictions for electronic payments

To make a 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 you have entered these details, and before you complete your purchase, they will be shown to you for verification so you can proceed with the purchase.

The information provided must match the records held by your financial institution (mailing address, phone 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 (- 5 GTM) Colombia time.

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

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

If the credit card charge cannot be processed (the transaction is declined), please note that since no payment has been made, this Travel Agency and/or the service provider may cancel the reservation or request.

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

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

Credit Card Payment

Please note that when you provide Operadora de Hoteles Avia S.A.S. with your 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 price; (ii) any applicable taxes, fees and/or tax withholdings; and (iii) our handling fees, if applicable, which will be disclosed in advance.

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

A. If you have arranged credit life insurance for your outstanding balance or other charges that affect the total cost of financing with your credit card issuer, remember to check with your issuer regarding the validity, 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 terms agreed between you and 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 it, Operadora de Hoteles Avia S.A.S. will not refund or be responsible for any interest incurred on 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 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 amount communicated to and accepted by you. Please note that for international transactions, some banks and credit card companies charge fees, in addition to any taxes that may apply 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 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 fee. If you have questions about the exchange rate or fee applied to your reservation, please contact your bank;

D. Each transaction is subject to anti-fraud verification. One such check involves placing a charge equivalent to USD 1 against the U.S. dollar limit on your card through an operating host located in the United Kingdom (UK), in order to verify the cardholder’s identity and the card’s international validity. The charge and reversal may appear on the customer’s 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 the card’s validity have been confirmed.

E. For certain destinations, the Tourist Service Provider may charge you directly for the Tourist Service booked. 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 your credit card will be charged in US dollars for the amount in that currency shown in your payment details.

PSE PAYMENTS: 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, accepts, authorizes and validates each payment. Under no circumstances does Operadora de Hoteles Avia S.A.S. know or store any data, account numbers or passwords relating to any payment method connected to the PSE system, or debit or credit card details or details of any other payment method related to 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 relating to any payment method connected to the PSE system. Nor does Operadora de Hoteles Avia S.A.S. accept any liability or provide any guarantee to the User in connection with financial services provided by the PSE payment platform, or financial services or payment methods offered 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 website of the selected financial institution or bank, 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 the relevant territory.

Prices advertised in a currency other than Colombian pesos will indicate the applicable exchange rate, which users should 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 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 established. Service providers do not warrant or guarantee the accuracy of such rates.

Operadora de Hoteles Avia S.A.S. does not authorize the use of this information for any purpose other than personal use. Reselling, redistributing, or using the information for commercial purposes is expressly prohibited.

Destination safety information

Travelers are advised to check the travel advisories for their chosen destination. In selling travel, 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 such destinations.

Documentation

All passengers must carry the personal documents required for their trip. The Operator accepts no responsibility for information about, removal of, or rejection of their documents. Users are responsible for the documents provided to them by the Operator. You are responsible for checking the legal and/or immigration documents and/or health requirements that you or your fellow travelers may need to travel as planned (the “Travel Documents”). Check well in advance the entry requirements for your destination and/or transit country, special visa and/or passport requirements, driver’s licenses, vaccinations, permits for minors and any other document requirements, for both your destination and transit countries, even if you do not need to leave the airport. If you need a document and do not have it, take the necessary steps to obtain it in advance. Requirements may vary depending on your destination and/or transit country, your country of nationality and/or residence, and the documents you travel with. Remember that you are responsible for complying with all entry and/or transit requirements and documentation required by the immigration, customs and/or health authorities of your destination and/or transit country or countries. Before booking and departure, we recommend that you check all applicable requirements with the relevant embassy or consulate. For more information, visit: http://travelcentre.iata.org/. Check the expiration dates of your documents well in advance, and bear in mind that some countries require that they remain valid for at least six months after arrival. Travelers under 18 must have a valid travel document (national identity card or passport) and may also need authorization depending on the circumstances:

(i) If the minor is traveling with both parents, proof of parentage may be provided by presenting a Civil Birth Registry, Birth Certificate or Certificate of Birth (regardless of its issue date), or the minor's identification document showing the parents' details.

(ii) If traveling with only one parent, in addition to proving the parent-child relationship with one of the documents listed above, the absent parent’s authorization must also be provided.

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

Notwithstanding the foregoing, check the Travel Documents required based on the type of transportation, the Provider, and the origin and/or destination, as requirements may vary depending on whether you travel by sea, land, or air, and on each Provider. If a minor is not 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 contact an advisor at any office or Call Center.

Agreement

By requesting to enroll in any travel program marketed by this Travel Agency, the client and/or passenger confirms that they have read and agree to all the terms set out on this website, which are available to print, as well as the specific conditions described in the travel program or individual 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, understandable, accurate and appropriate information about the products or services offered by Operadora de Hoteles Avia S.A.S. The information published on the Operadora de Hoteles Avia S.A.S. Platform regarding prices, quality and features of Tourist Services, availability, sales terms, restrictions, and cancellation or refund policies, among other matters, is provided by the Tourist Service Providers online and in real time.

As an intermediary, Operadora de Hoteles Avia S.A.S. informs you about the features of Tourism Services, manages your Purchase Requests with Providers, collects any applicable service fees, and helps you find solutions if you have a question or encounter a problem. Operadora de Hoteles Avia S.A.S. makes every effort to provide accurate 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 Tourism Service Providers.

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

The Platform may contain links and directions to other websites, resources, and Platform sponsors. Links from the Platform (in either direction) to third-party websites 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 websites or resources, and your use of these websites and resources is not governed by these terms and conditions.

Any complaint concerning advertising content posted on the Portal may be sent to the following email address: servicioalcliente@aviatur.com. The advertiser will then be contacted.

SPAM

The laws in force in Colombia will 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 within the applicable legal framework. We promote sustainability by mitigating, managing and preventing environmental, sociocultural and economic impacts through programs that support regional development and raise awareness among our employees, customers, suppliers and guests about the conservation and preservation of nature, highlighting their rights and responsibilities in support of sustainability. We are committed to continuously improving all our activities, allocating the resources needed for our operations and training our employees. Accordingly, we offer our users the following recommendations in keeping with our commitment to sustainability as an Agency:

Do not remove any plant or animal species from its natural habitat. This is an environmental crime.

Do not introduce exotic animal or plant species. This can seriously disrupt natural habitats and food chains.

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

Please avoid excessive noise, as it may disturb the local wildlife and its natural habitat.

Do not burn waste or light campfires. The gases produced during burning may be toxic and can seriously harm ecosystems and the communities where it occurs.

Dispose of solid waste properly.

Please follow the guidelines for entering, behaving in, staying at, respecting, and preserving 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 forth measures 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 depicting sexual activity involving minors.

Pursuant to Article 17 of Law 679 of 2001, the agency advises tourists that the sexual exploitation and abuse of minors in the country are punishable by criminal and administrative penalties under current law. Furthermore, 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 tourism.

Accordingly, the user understands and rejects any activity, action, or omission intended to facilitate sexual activity 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 does not appear on any local or international lists established to combat money laundering and 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 do not appear on those lists either.

The User acknowledges, understands, and voluntarily and unequivocally accepts that, in compliance with 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, 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 appears on international lists such as those of the UN or OFAC, the latter commonly known as the Clinton List. Services may likewise be terminated 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, or any related offenses under the Colombian Penal Code and/or any rules 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. This policy includes measures to prevent and address reports of discrimination and applies globally to partners, executives, employees, suppliers, and customers. Noncompliance 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 all 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 organizations 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 applicable personal data protection regulations, as well as Law 1266 of 2008, this website has implemented a data protection policy to safeguard and store databases containing personal or socially relevant information and protect the fundamental rights of our customers. Please review the policy at: Privacy and Personal Data Processing Policy.

When making a purchase through our website, and in view of the nature of the services and our role as an intermediary, you authorize Operadora de Hoteles Avia S.A.S. to access, store, manage, transmit or transfer your personal information to legally authorized entities and service providers for the purpose of providing the agency services and carrying out all functions directly or indirectly assigned 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. Accordingly, you declare that you have the express authorization of the data subject and authorize the travel agency to transfer and otherwise process that personal information solely for the purpose of subsequent commercial contact. Information is transferred 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 acknowledge and accept this and confirm that you have informed the data subjects of this, in your capacity as data controller.

If you provide personal data belonging to a minor or a person under legal guardianship, you warrant that you are acting as their representative, that the minor has been heard and their fundamental rights respected, or that you have obtained the relevant data subject’s consent. The data of minors, which is subject to special protection, will be processed 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 declare that such information (“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 information matches your Travel Documents exactly.

1 SERVICE PROVIDER IDENTIFICATION

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

OPTION B — The service is provided by the owner and the Operator operates the property The accommodation and ancillary services at HOTEL NAME (hereinafter, the "Hotel") are provided by COMPANY NAME, identified by Tax ID ____________, registered with the National Tourism Registry under number_________. The Hotel is operated by OPERADORA DE HOTELES AVIA S.A.S., Tax ID ____________, in its capacity as marketer.

Service provider contact details:

Address for service of legal notices:

Property address: 

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

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 conditions, 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 reservation.

3. ACCEPTANCE AND INFORMATION PROVIDED IN ADVANCE

3.1 These Terms and Conditions, together with the specific conditions 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 conditions that have been communicated to the Guest sufficiently, in advance, and expressly are binding on the Guest. 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 Groups and Events Terms — link, if applicable.

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

4. RATES, PRICE 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 and will be charged to the room account after their 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 required immigration document in the relevant registry. If the Guest cannot prove 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 price in effect when the reservation is confirmed. Once confirmed, the Hotel may not change the agreed price. When the Guest pays in a currency other than Colombian pesos, the conversion will be made at the 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, the stay dates to which they apply, the 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 or late check-out is subject to availability and may incur an additional charge, which will be disclosed in advance.

5.2 Upon arrival, each Guest must present valid identification: a national ID card for Colombian nationals, 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 authorization from their parent or legal guardian, notarized or authenticated at a consulate, along with a copy of the identity document of the person granting authorization.

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

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

5.6 Complimentary services are subject to availability and weather conditions: list. If a complimentary service is not provided, no discount will apply unless it was offered as part of the package price.

6. RESERVATIONS AND PAYMENT

6.1 Reservations can be made through direct sales channels or via 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 obtain a refund for such bookings must be handled through 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 clearly disclosed before payment and included in the booking confirmation. The general conditions are:

Rate type

Cancellation or modification without penalty

Penalty after the deadline or for no-shows

[Flexible]

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

[First-night rate / 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]

Non-refundable. [Date changes may or may not be allowed, and may incur a fee.]

Payments are nonrefundable, except as provided in clauses 8 and 11.

7.2 Cancellations or changes may be requested through any direct sales channel, including the same 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 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 check-in date and has not cancelled 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 An early departure does not entitle the Guest to a refund for unused nights, unless otherwise provided by the rate conditions.

7.6 The rate conditions 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, pursuant to 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 service provision 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 applies, 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 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 method, the Guest may request a chargeback 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 method issuer of the claim within five (5) business days of becoming aware of the event giving rise to it.

10. REFUND PROCEDURE

10.1 A refund is available in the following cases: (i) exercising the right of withdrawal; (ii) cancellation within the rate’s penalty-free period, or less any applicable penalty; (iii) inability to provide the service as set out in clause 11; and (iv) services paid for but not provided for reasons attributable to the Hotel.

10.2 The Guest may request a refund by RESERVATIONS EMAIL or WHATSAPP, providing the booking number, the name of the lead guest, and the payment method to which the refund should be issued.

10.3 The Hotel will assign a case reference 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 after the Guest provides all required information. For cancellations under the right of withdrawal, the timeframe in clause 8.4 will apply.

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, unforeseen circumstances, an act of a third party, or an order from an authority—for example, severe weather, high seas, or the 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 services not provided.

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

11.3 OPTIONAL If the Guest is prevented from reaching the destination by an order of the competent authority (for example, a 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 the facilities, and outside food and beverage suppliers.

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

13. OPTIONAL PETS

13.1 The Hotel welcomes dogs and cats in designated areas and accommodations, for an additional fee based on the pet's 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 designated accommodation.

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

14. OPTIONAL: NATURAL ENVIRONMENT

14.1 The Hotel is located in a natural setting inhabited by native species, including insects and other animals, which are protected as part of the ecosystem. The Hotel carries out regular inspections of private and shared areas, but these species may still 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 potential danger so trained personnel can take appropriate action.

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 circumstances warrant, the Hotel will offer to move the Guest to other accommodation, subject to availability.

15. SAFEKEEPING OF MONEY AND VALUABLES

15.1 Pursuant to Article 1195 of the Commercial Code, the Guest may hand over money and valuables to the Hotel for safekeeping against a receipt. The Hotel may refuse to accept items that are of considerable value or excessively bulky.

15.2 The Hotel provides in-room safes / safes 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 the proper provision of contracted services in accordance with the law. It is not liable where damage is due to force majeure, an unforeseen event, the actions of a third party or the Guest's sole fault, nor for the Guest's personal expenses unrelated to 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 TERMINATION 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 accommodation contract and require 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 the peace of 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 conditions of the booked rate will apply to any 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 punishable under criminal and administrative law in accordance with applicable legislation.

18.2 The Hotel has adopted the Code of Conduct established under 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 that amends or replaces it.

18.3 The Hotel will not allow minors to enter rooms without their parents or legal guardian, or an adult authorized under clause 5.3, and will report any suspicious situation to the competent authorities.

19. ANTI-MONEY LAUNDERING AND COUNTER-TERRORIST FINANCING

19.1 As part of its SAGRILAFT / anti-money laundering and terrorist financing risk management and self-control 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 contract without prior notice if the Guest or the person making or paying for the reservation is included on such 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 DATA CONTROLLER LEGAL NAME, Tax ID __________, in accordance with Law 1581 of 2012 and its Personal Data Processing Policy, available at the link. Inquiries and complaints regarding personal data: PRIVACY EMAIL.

21. REQUESTS, COMPLAINTS AND CLAIMS

21.1 Guests may submit requests, complaints and claims by EMAIL / FORM / PHONE. Each submission will be assigned a case number and timestamp so it can be tracked.

21.2 The Hotel will respond within fifteen (15) business days of receiving the claim, pursuant to 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. CHANGES

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. Reservations already confirmed are subject to 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, as amended, and the Commercial Code.