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 site or server is free of viruses or other harmful components. In no event shall Operadora de Hoteles Avia S.A.S. be liable for any direct, indirect or consequential damages, including, without limitation, loss of profits, the cost of replacement products, inability to use content or errors resulting from mouse clicks, 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 made available to the user for acceptance of the terms, conditions and clauses contained herein, without negotiation. The relationship between the website of Operadora de Hoteles Avia S.A.S. and the user shall be that of independent contracting parties, and neither party (including its officers, agents and employees) may be considered or deemed to be 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 necessary authorizations to use the images, graphics, icons, characters, music, text, software, videos and other website content (hereinafter, the “Content”), as well as 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 submit reviews, images, videos or comments on the website agree to grant Operadora de Hoteles Avia S.A.S. the non-exclusive, perpetual, irrevocable and fully transferable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute and display such reviews, images, videos or comments worldwide and in any media. They also grant this Travel Agency and its sublicensees the right to use the name accompanying 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 create a link between any website and any page on this website must respect this website's corporate image and logo. Links may not be created from this website to websites that do not display the logo or any other element identifying Operadora de Hoteles Avia S.A.S. as the owner of the website. Prior written authorization to use these elements must be obtained from 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 on this website is protected under copyright law and is a registered trademark of Operadora de Hoteles Avia S.A.S.

If you become aware of an 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 terms of the end-user license agreement accompanying or included with the software (the “License Agreement”). You may not install or use software subject to a license agreement without first accepting its terms. For 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 device (computer, phone, etc.) and a modem or other access device.

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

Personal and Commercial Use Restrictions

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

Connections and links to third-party websites

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

Operadora de Hoteles Avia S.A.S. has no control over these websites and accepts no responsibility for their content. Including these websites on the Operadora de Hoteles Avia S.A.S. website does not imply any association with those 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, which therefore accepts no responsibility for those websites. We recommend that you read their privacy policies, as they may differ from those of Operadora de Hoteles Avia S.A.S. Users are solely responsible for keeping their passwords 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 using SSL (Secure 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 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

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 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 reservation has been made and payment has been received from the user, the terms and conditions of Operadora de Hoteles Avia S.A.S. and the service provider are deemed to have been 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 incur penalties under the policies provided. Taxes, fees and charges affecting airfares, hotel rates and other services offered by Operadora de Hoteles Avia S.A.S. may change at any time due to government regulations outside the Travel Agency’s control. Simply using the website or booking through any Sales Channel constitutes acceptance of each and every general and specific condition included in these terms and conditions. Consumers must read and accept the conditions to better understand and exercise their rights. We recommend printing and keeping them with the rest of your travel documents. Please 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 follow-up with Operadora de Hoteles Avia S.A.S.

General liability

Operadora de Hoteles Avia S.A.S. is subject to the liability regime established by Law 300 of 1996, Decree 1074 of 2015 and any rules amending, supplementing or revising them, and 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 solely and exclusively to the terms of each offer, taking into account the specific conditions of each provider, which are fully and promptly disclosed to the user for review and accepted in full upon the first payment for the services purchased. Items and additional services not described in the offer are not included. Operadora de Hoteles Avia S.A.S. is an intermediary and acts in the name and 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. These providers may not immediately notify agencies of changes, which means that the website may not always show the latest terms and conditions in the descriptions of its content and/or services. Therefore, Operadora de Hoteles Avia S.A.S. does not guarantee the accuracy of the information and disclaims liability for errors found on the website. However, when offering services, the Agency takes reasonable precautions and exercises due diligence to minimize the likelihood of such events.

Operadora de Hoteles Avia S.A.S. reserves the right to correct any price on the website, including bookings made at an incorrect price. In such cases, if available, you will be offered the option of keeping your booking at the correct price or cancelling it without penalty, provided you meet the above conditions.

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 chosen destination is free of risks to people's health and safety. Operadora de Hoteles Avia S.A.S. is not directly or indirectly liable for any damage or loss that you or anyone traveling with you may suffer before, during or as a result of travel to the 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, among others, that may occur before or during the provision of the Tourist Service and may delay, interrupt or prevent its performance.

Agency exemptions from liability

Operadora de Hoteles Avia S.A.S. and the operators accept no liability for events involving force majeure, acts of God or acts of third parties, including accidents, strikes, riots, earthquakes, weather or natural events, security conditions, political factors, a traveler’s removal from a trip due to conduct that jeopardizes its continuation, denial of entry permits, a destination country’s decision to deny a traveler entry or movement, death, public health matters, acts of third parties, or any other event beyond the agency’s control that may affect the performance or continuation of a trip. In such cases, refunds will be made in accordance with the law and the policies of the applicable service providers.

Operadora de Hoteles Avia S.A.S. is not responsible for personal expenses or costs beyond those included in the specific package incurred by the user, nor for any damage or loss caused to the user by their lack of skill, negligence or fault. However, Operadora de Hoteles Avia S.A.S. reserves the right, in the user's favor, to modify any pre-arranged itinerary or suspend services 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 listed in advertising and in related quotes may fluctuate due to changes in service provider availability, over which Operadora de Hoteles Avia S.A.S. has no control. Prices advertised 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; administrative and financial costs incurred when paying in foreign currency will be borne by the user.

Documentation

The agency will make available to the consumer the documentation and health requirements for each destination, as duly reported by the competent authorities. The packages offered do not include processing passports, visas or permits to leave the country and/or enter another country, and it is the user's sole responsibility to meet the documentation requirements necessary to travel. Therefore, Operadora de Hoteles Avia S.A.S. recommends that users take all necessary precautions concerning immigration and government documentation before purchasing travel services, since neither the operators nor the agency are responsible for services not being provided when this is attributable to the user in this regard.

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, since the issuance of a passport, visa or any other permit to enter or leave a country, transit through another country, or otherwise is at the discretion of the relevant government authority. Users are solely responsible for carrying and presenting at all times the documents required for travel and to ensure their stay at the destination, and for verifying their status with any authorities that may require it. Users are also solely responsible for carrying authentic documents; they are liable for any irregularities.

Additional insurance

To ensure 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 will be provided in accordance with the policies, terms and conditions of the insurance agents users may choose to contract with. Information about coverage, procedures, rights and obligations is provided to the agency by insurers or assistance providers, and the agency will make it available to users in a timely manner so they can decide whether to purchase the product and whether it is suitable for them. As an intermediary agent, Operadora de Hoteles Avia S.A.S. will ensure that services provided by third parties are delivered to a high standard and as described, and will assist users in submitting any requests, complaints or claims they wish to raise with providers before, during and after the services are delivered. However, if any issues arise at the location, users must notify the service provider directly and immediately so that the provider can promptly resolve the issue. This does not affect the user's obligation to notify the travel agency as well.

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 billed and must be paid directly at the hotel at 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 in the event of a date change, cancellation made in advance, etc., Operadora de Hoteles Avia S.A.S., at the customer's express request, will initiate the relevant process with the hotel or service provider so that it can issue a partial or full refund to the traveler as soon as possible, in accordance with the provider's policies. Please note that any costs arising from or associated with this process will be deducted by Operadora de Hoteles Avia S.A.S. from any refund issued to the traveler.
• 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 reservation 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 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 domiciled in the Republic of Colombia are governed by various laws, including the Colombian Consumer Statute (Law 1480 of 2011), Law 300 of 1996 (General Tourism Law), Law 2068 of 2020 and their implementing regulations, as well as special provisions established by the Ministry of Commerce, Industry and Tourism and other Colombian regulatory and consumer protection authorities. If you wish to 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 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 remember that Operadora de Hoteles Avia S.A.S. acts on behalf of the Travel Service Provider and that amounts paid for Travel Services are transferred (endorsed) 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 rate, (ii) any applicable taxes, fees and/or tax withholdings, and (iii) our handling fees, where applicable, which are 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 agreed 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 for the term, conditions and costs of those insurance policies or charges. They are unrelated to Operadora de Hoteles Avia S.A.S. and depend on, and/or vary according to, the agreements you have made with each card issuer or operator. We recommend reviewing your credit card's terms of use and interest rates before choosing to pay in installments.

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

C. The amount 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 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 in these cases, your credit card will be charged in U.S. dollars for the amount in that currency shown in your payment details.

PSE PAYMENTS: Payments and transactions with financial institutions connected to the PSE system are not processed on the website or technology platform of Operadora de Hoteles Avia S.A.S. To make a payment, the User connects to the website of the selected financial institution, which provides the security technology and accepts, authorizes and validates each payment. Under no circumstances does Operadora de Hoteles Avia S.A.S. access or store account details, account numbers or passwords associated with any payment method linked to the PSE system, or debit or credit card details or information relating to any other payment method linked to that system. Operadora de Hoteles Avia S.A.S. accepts no liability for any misuse or loss of control of data or passwords associated with any payment method linked to the PSE system. Operadora de Hoteles Avia S.A.S. also accepts no liability and makes no warranties to the User regarding the financial services provided by the PSE payment platform or the financial services or payment methods offered directly by each financial institution or bank, particularly if transactions cannot be completed because of defects in the PSE system, or any delay, interruption, error, technical failure, 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

Travellers are advised to check for travel advisories for their chosen destination. By selling travel services, Operadora de Hoteles Avia S.A.S. does not represent or guarantee that travel to any destination is advisable or risk-free, and is not liable for any damage or loss that may result from travelling to these destinations.

Documentation

All passengers must carry the necessary personal documents. The Operator accepts no responsibility for information about, or the collection or rejection of, their documents. Users are responsible for the documents provided to them by the Operator. You are responsible for finding out what legal and/or immigration documents and/or health requirements you or the people travelling 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, special visa and/or passport conditions, driving licences, 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 are travelling with. Remember that you are responsible for meeting all entry and/or transit requirements and carrying the documents required by the immigration, customs and/or health authorities in your destination and/or transit country or countries. Before booking and travelling, we recommend checking all requirements with the relevant embassy or consulate. For more information, visit: http://travelcentre.iata.org/. Check the expiry date of your documents well in advance. Note that some countries require documents to be valid for at least six months after arrival. When travelling with anyone under 18, in addition to a valid travel document (national identity card or passport), authorisation may be required depending on the 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.

Nevertheless, check the travel documents required for your mode 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 the Provider. If a minor is not traveling with a responsible adult, please check the unaccompanied minor policies of each Provider. For more information, visit http://www.migracioncolombia.gov.co. If you have any questions, please contact Online Help before making a purchase, or speak with an advisor at any office or Call Center.

Agreement

By requesting enrollment in any travel program marketed by this Travel Agency, the 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 have the right to receive complete, truthful, transparent, timely, verifiable, understandable, accurate and appropriate information about the products or services offered by Operadora de Hoteles Avia S.A.S.. Information published on the Operadora de Hoteles Avia S.A.S. Platform regarding prices, qualities and features of Tourist Services, their availability, terms of sale, restrictions, and cancellation or refund policies, among other things, is provided and updated online in real time by the Tourist Service Providers.

As an intermediary, Operadora de Hoteles Avia S.A.S. provides you with information about the features of the Tourist Services, manages your purchase requests with the Providers, collects the applicable fees, and assists you in finding solutions if you have a question or encounter a problem. Operadora de Hoteles Avia S.A.S. makes every effort to provide correct and accurate information, but is not responsible for errors (such as obvious or typographical errors), interruptions (due to temporary and/or partial server outages or repairs), inaccuracies, or misleading or false information provided by the Tourist Service Providers.

Operadora de Hoteles Avia S.A.S. is not, and should not be construed 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 travellers to learn about the Tourist Service(s) you have chosen and decide whether they meet your needs and expectations.

The Platform may contain links and direct users 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 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 them is not governed by these terms and conditions.

For any complaints regarding advertising content displayed on the Portal, you may contact the following email address: servicioalcliente@aviatur.com, and they will put you in touch with 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, carrying out management and activities within the applicable legal framework. We promote sustainability through measures to mitigate, control and prevent environmental, sociocultural and economic impacts, and through programs that support regional development and raise awareness among our employees, clients, suppliers and guests about the conservation and preservation of nature. We emphasize their rights and responsibilities in their commitment to sustainability, ensure the continuous improvement of our activities, allocate the resources needed for our operations, and train our employees. We therefore 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.

In accordance with Article 17 of Law 679 of 2001, the Travel Agency advises travelers that the sexual exploitation and abuse of minors in the country are punishable by law and subject to administrative sanctions. In addition, 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 lists for the prevention of money laundering and terrorist financing. In accordance with its Anti-Money Laundering Prevention System, it will also verify that its subcontractors, suppliers, members of its board of directors or board of partners, legal representatives, statutory auditor, clients and guests are not included on any such lists.

The User understands and voluntarily and unequivocally agrees that, in compliance with its legal obligation to prevent and control money laundering and terrorist financing, and in accordance with the Colombian Constitutional Court's rulings on the matter, the Operadora de Hoteles Avia S.A.S. Business Group may terminate the provision of services unilaterally and without prior notice on objective grounds if the User's name is included on international lists such as those maintained by the UN or OFAC (commonly known as the Clinton List). It may also terminate the 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 offences related to illegal activities and/or money laundering, terrorist financing and/or any related offences under the Colombian Criminal Code and/or any amendments, additions or supplements thereto.

EQUITY, DIVERSITY AND INCLUSION POLICY:

Operadora de Hoteles Avia S.A.S. has a Diversity, Equity and Inclusion policy focused on respect, integrity, transparency and fairness in the workplace. It promotes diversity, inclusion and retention for all employees, ensuring non-discriminatory 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 all information relating to the user's credit, financial, commercial or service history to third parties or to the credit bureau 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 credit 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 implements a data protection policy designed to protect and securely store databases containing personal or socially significant information, and to safeguard our clients’ fundamental rights. Please review the policy at: Privacy and Personal Data Processing Policy.When you make a purchase through our website, and given the nature of the services and our role as an intermediary, you authorize Operadora de Hoteles Avia S.A.S. to consult, store, manage, transmit or transfer the personal information you provide to legally authorized entities and service providers for the purpose of fulfilling the agency service and carrying out any functions that have been or may in the future be assigned, directly or indirectly, to travel agencies.If you provide personal information about third parties, you do so as the data controller under Law 1581 of 2012; accordingly, you declare that you have the express consent of the data subjects 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 provide third-party service providers with personal information, a fact of which you are aware, which you accept, and which you have disclosed to 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 doing so as the representative of the minor or person under guardianship, that the minor has been heard and their fundamental rights respected, or that you have the consent of the relevant data subjects. Data relating to minors, which are 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 it (the “Personal Data”) is accurate and truthful, and undertake 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 entered. Remember that all your details must match your Travel Documents exactly.

1 SERVICE PROVIDER IDENTIFICATION

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

 OPTION B — The owner provides the service and Operadora operates the property The accommodation and related services at HOTEL NAME (hereinafter, the "Hotel") are provided by LEGAL NAME, identified by Tax ID (NIT) ____________, registered with the National Tourism Registry under number _________. The Hotel is operated by OPERADORA DE HOTELES AVIA S.A.S., Tax ID (NIT) ____________, as the marketing agent.

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 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 provided to the Guest clearly, 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 Clauses — link, if applicable.

 3.3
Before completing the booking, 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 correct it or cancel the transaction. Once confirmed, the Hotel will send booking confirmation no later than the following calendar day, stating 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 optional additional charge will be disclosed separately and charged only if the Guest expressly accepts it.

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

 4.3
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 records. If the Guest cannot provide proof of eligibility, the Hotel will charge the applicable VAT.

 4.4
Hotel insurance is optional. Its cost will be disclosed before payment or on arrival, and it will be charged only if the Guest expressly accepts it.

 4.5
The applicable price is the price in effect when the reservation is confirmed. Once the reservation has been confirmed, the Hotel may not change the agreed price. If the Guest pays in a currency other than Colombian pesos, the conversion will be made at the exchange rate set 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 terms advertised 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 charge, disclosed in advance.

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

 5.3
Minors must be accompanied by a parent or legal guardian and present valid identification. If traveling with an adult other than a parent or legal guardian, they must present authorization from their parent or legal guardian, notarized or certified by a consulate, along with a copy of the authorizing person's ID. 

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

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

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

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 booking is confirmed when 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 Reservations made through intermediaries are also subject to the intermediary’s terms and conditions. Cancellation, modification or refund requests for such reservations must be submitted to the intermediary, without prejudice to the Guest’s rights against the Hotel.

7. CANCELLATION, MODIFICATION AND NO-SHOW POLICY

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

 7.2 Cancellation or modification 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 arrival date and has not cancelled within the applicable timeframe, the penalty specified for the booked rate will apply. The penalty will not include additional services that were not provided and did not incur a cost for the Hotel.

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

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

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

 8.3 The Guest may exercise the right of withdrawal through any of the Hotel’s customer service channels, including the channel used to make the 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 the right of withdrawal and provides the correct and complete details 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 cancellation period, or less the applicable penalty; (iii) inability to provide the service under the terms of Clause 11; and (iv) services paid for but not provided due to circumstances attributable to the Hotel.

 10.2 Guests may request this byRESERVATIONS EMAIL orWHATSAPP, stating the booking number, lead guest's name 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 the required information. For withdrawals, the time limit set out in Clause 8.4 will apply.

 10.4 Refunds for bookings made through intermediaries will be processed 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 booked service due to force majeure, an unforeseen event, an act of a third party or an order of an authority, such as severe weather, high swell, or the closure of ports, roads or airports, the Guest may choose to: (i) reschedule the reservation without penalty, subject to availability; or (ii) receive a refund of the amounts paid for services not provided.

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

 11.3 OPTIONAL If the Guest is unable to reach 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 next____ months, subject to availability.

12. GROUPS AND EVENTS (OPTIONAL)

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

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

 12.3 Inspection visits by companies or agencies must be requested at least NUMBER days in advance by contacting SALES EMAIL.

13. PETS (OPTIONAL)

 13.1 The Hotel acceptsdogs and cats in designated areas and accommodations for an additional fee based on their weight, which will be disclosed before booking. Guests must present their 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. 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 preserved as part of the ecosystem. The Hotel carries out regular pest control in 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 inform Hotel staff of any risk so that trained personnel can take the appropriate measures.

 14.3 In the event of an incident involving an animal, the Hotel will provide first aid and arrange any necessary medical care. The Hotel’s liability will be determined in accordance with the law and will not extend to incidents where neither the Hotel nor its employees were at fault.

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

15. SAFEKEEPING OF CASH AND VALUABLES

 15.1 In accordance with 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 of considerable value or excessive size.

 15.2 The Hotel providesin-room safes / safes at reception. The Hotel shall be liable for items not deposited for safekeeping 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 properly providing the services booked, in accordance with the law. It will not be liable where the damage is caused by force majeure, an act of God, an act of a third party or the Guest’s sole negligence, or for the Guest’s personal expenses other than the services booked.

 16.2 The Guest is liable for any damage caused 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 upon check-in and are available at link.

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

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

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

 18.1 Pursuant to Article 17 of Law 679 of 2001, the Hotel informs 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, as set out in Resolution 3840 of 2009 of the Ministry of Commerce, Industry and Tourism, or any law or 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 authorised 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 / AML/CTF risk self-monitoring and management system, the service 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 service 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 on the Guest’s behalf, is included on any such lists or has been convicted of conduct related to money laundering, terrorist financing or related predicate offenses, without prejudice to any refunds due under the law.

20. PERSONAL DATA PROTECTION

 The Guest’s personal data will be processed by DATA CONTROLLER’S LEGAL NAME, Tax ID (NIT) __________, in accordance with Law 1581 of 2012 and its Personal Data Processing Policy, available at link. Questions or complaints regarding personal data: PRIVACY EMAIL.

21. REQUESTS, COMPLAINTS AND CLAIMS

 21.1 Guests may submit requests, complaints and claims byEMAIL / FORM / PHONE. Each request will receive a case number and a submission date and time, allowing it to be tracked.

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

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

22. AMENDMENTS

The 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.