GENERAL HOTEL POLICIES
CHECK-IN AND CHECK-OUT POLICIES
CHECK-IN: Communicate to the following WhatsApp via message to book your departure time and/or manage your existing reservation. +573242048785, Remember that check-out times are 10:00 AM, 10:30 AM, 11:00 AM and 11:30 AM.
CHECK-OUT: The room must be delivered before 12:00 PM of the day your stay ends.
START OF FIRST SERVICE: From 10:00 AM.
MAXIMUM DEPARTURE TIME: The last boat will depart at 05:00 PM of the day your tour ends.
Note 1: It is essential to present official identification of all guests when checking in at the hotel.
Note 2: The hotel is not responsible for the personal belongings of the guests/guests in the hotel facilities, departures and arrivals, nor for luggage and other belongings, which must be under strict care and permanent surveillance of each of the users.
Note 3: In case the guest does not check-out at the indicated time, he/she will be fined THREE HUNDRED THOUSAND PESOS ($300,000) Colombian pesos (or its equivalent in dollars) for each half hour of delay in the delivery of the room.
RESERVATION POLICIES AND MEANS OF PAYMENT
To book a stay through our contact numbers, the user must make a first payment equivalent to 50% of the total number of nights reserved. The remaining value of the stay and consumptions may be paid directly at the front desk in cash, debit card or credit card and/or electronically through the link provided by our hotel for this purpose.
In the case of reservations for the day trip service, the user must make a first payment equivalent to 100% of the reserved quotas, including the other services or additional consumptions desired for the program.
All payments to be made for the payment of reservations for stays and tours may be made at the following link: https://checkout.wompi.co/l/VPOS_5ewu1X and/or through the means established in the web pages of booking services outside the hotel (Booking and Expedia).
Note 1: Only those reservations will be valid for stay and / or day trip in which the user sends a copy of the payment made, reservation number, dates reserved, name and identification of the holder of the reservation, which must be directed to the email: firstname.lastname@example.org, which is the only one enabled for this purpose.
This condition will be mandatory for the validity of the reservation when it is made directly through the hotel’s website.
Note 2: In the cases in which it is required to quote and schedule the celebration of a special event in our hotel, the only email enabled for this purpose is email@example.com. This email will only be enabled to respond to requests of this nature.
Note 3: In no case will the hotel be responsible when clients, guests and/or guests’ parties send their requests to an e-mail address different from those previously registered, according to the type of service contracted. Therefore, it will be the full responsibility of the user to confirm their reservations under the conditions indicated.
Note 4: In case the reservation is not made directly on our page or authorized whatsApp contact number but through another provider of the booking service, the previous step should not be performed by the user.
POLICY FOR MINORS
Minors under (12) years of age are not accepted.
All minors must be accompanied by a responsible adult, who must prove their status and present the documents required by law for this purpose regardless of whether they are parents, relatives or authorized persons (web link: see here our policies for minors entering the hotel).
All minors authorized to enter the hotel will have an additional cost according to seasonal prices.
Note: Minors under (12) years of age will only be accepted in the hotel when group reservations of more than 20 people are made, provided that they take all the rooms of the hotel under the modality of “FULL HOUSE” or when private events are contracted, and for this purpose must inform in the reservation how many minors will accompany the reservation, having to enter all the information in the hotel records intended for this purpose.
Arrival at the hotel cannot be made after 5:00 PM as access to the hotel requires special transportation that is prohibited for operation according to the restrictions imposed by the DIMAR. Therefore, if the guest schedules his/her arrival after the maximum time indicated, he/she will lose the deposit made for that night, without the right to reimbursement and without the possibility of rescheduling the night.
In case of guaranteeing your reservation with credit or debit card, the cardholder must be present at the hotel during check-in to sign the voucher, otherwise, the cardholder must fill out a form where he/she authorizes the charge for the amount of the first night, attaching a copy of the credit card and identification.
Note 1: An arrival time after 5:00 PM may be arranged, provided that such service is available for that day (depending on weather conditions and authorizations granted by the competent entity) and that the hotel has express written confirmation in the reservation, to use the transportation at the time requested by the guest.
Note 2: Request authorization form to charge the card by e-mail or telephone.
CANCELLATION AND REFUND POLICIES
In case of cancellation of a reservation for lodging without just cause by the user, after the first payment has been made without complying with the hotel’s policies for such purpose, it is understood that such value WILL NOT BE REFUNDABLE, except for the exceptions set forth herein.
Cancellations made by users of the day trip service on the reservation WILL NOT BE REFUNDABLE under any circumstances, except for the exceptions set forth below.
Note 1: The initial payment for the reservation will only be refundable when the reservation is cancelled by applying the right of withdrawal in accordance with the provisions of Article 47 of Law 1480 of 2011. In that sense, if five (5) days after the payment has been made and the reservation is cancelled, the money will not be refundable under any circumstances.
Note 2: Payments made in cash may be made in U.S. dollars and/or Colombian pesos according to the fixed exchange rate our hotel has adopted at that time.
Note 3: There will be no room for cancellation or rescheduling of the reservation when the guest is already at the hotel and/or enjoying its services. In the event that this happens, the value paid for the reservation up to that moment will be lost, even if the contracted services have not been fully enjoyed; except in the case of force majeure events such as natural disasters, hurricanes, etc., where the reservation may be rescheduled according to the established term but not cancelled.
Note 4: If on the day and time of the reservation, the owner does not show up at the hotel at the check-in time, the reservation will be considered cancelled. If after this time, the holder and/or his companions show up, the availability of the hotel will be reviewed, in order to make a new reservation with the conditions that may apply; but if there is no availability, the hotel is exempt from any responsibility taking into account the non-attendance of the holder at the time of the reservation initially informed and there will be no claim or compensation whatsoever.
RESERVATION MODIFICATION OR RESCHEDULING POLICIES
If you must reschedule for any reason, we will hold your credit for a maximum term of six (6) months counted from the day the deposit was made and you will be able to reschedule within that term according to the availability available at the hotel.
If you modify your reservation partially (in which you reduce the number of nights previously scheduled or the number of rooms reserved to be used) you must pay 50% of the nights you reserved and did not use, as long as it is done seven (7) days prior to the date of the stay.
In the case of the day pass service, it can only be rescheduled in those cases in which the user does so seven (7) days prior to the date of the stay, provided that the rescheduling does not exceed (30) days following the initially scheduled date and according to hotel availability.
Note 1: You may incur additional expenses due to rate differences, especially if you wish to reschedule in high season.
Note 2: If within the maximum period to reschedule the reservation does not match the availability of the hotel with the agenda of the person who made the reservation, the deposit will be lost.
Note 3: There will be no place to reschedule the reservation when it is made less than seven (7) days before the date of the stay, so in this case the person who booked the reservation will be obliged to take the service for the time and rooms initially reserved or lose the deposit made.
Note 4: There will be no place for the transfer of the deposit in favor of a third party, when this is done with less than seven (7) days to the date of the stay, nor will it apply when this will be given as a result of a change to the reservation that involves a decrease of nights or rooms.
If an invoice is required, it must be requested no later than the day of departure. Such invoice must be reviewed by the applicant to verify that the information is correct at the time it is delivered printed or received in the mail, since no invoices will be issued or corrections will be made to them after the guest’s departure.
If you booked on our website or through any online travel agency, the rate per night on your invoice will be displayed for the amount obtained by averaging the rates applicable during your stay, not altering the total amount payable agreed at the time of generating your reservation.
Note 1: No claims will be accepted on the charges, penalties, fines, nor in the values of the billing after the departure of the hotel by the guest.
Note 2: This establishment suggests to its users a gratuity corresponding to 10% of the value of the service or product that is acquired, which will be settled in Colombian pesos, which may be accepted, rejected or modified according to the valuation of what was received; but in any case, the value of the gratuity given in the respective invoice that is issued (Law 1935 of 2018) must be stated.
Note 3: Once the tip is accepted and paid by the user, having been duly informed about the amount to be paid in the invoice issued, there will be no retraction or request for reimbursement of the tip, since any money collected for this concept is distributed solely and exclusively among the persons involved in the chain of services.
DISCIPLINE POLICIES FOR GROUPS AND GUESTS IN GENERAL
In case of groups, it is necessary to have a strict control of the group since we are a tourist and rest hotel. It is of utmost importance to communicate to each of the members of the group before their arrival and that our guests in general are aware that smoking and making noise that disturbs the environment of the hotel and / or its other guests, both in common areas of the hotel and in the rooms at any time is prohibited.
Sexual behavior of any kind is not acceptable in the common areas of the hotel or in places where other guests have visibility of it, such as balconies or terraces of the rooms. This situation may result in immediate expulsion of guests without refund or rescheduling.
Note 1: In case the guest authorizes to receive visitors in the hotel, he/she must inform the front desk and pay the corresponding value of the PASADÍA, and the visitor must leave the hotel facilities before 5:00 PM; in case the visitor maintains his/her stay after the indicated time, the guest must pay the value corresponding to an additional person for the night.
Note 2: The use of any type of device that plays music or videos with loudspeakers is not allowed regardless of the volume at which it is used.
Note 3: Vaping is allowed anywhere in the hotel.
PET POLICY AND HANDLING OF WILD ANIMALS
We are a pet friendly hotel only for dogs and cats. The value per pet will be additional and in the amount of TWENTY FIVE THOUSAND PESOS ($25,000) Colombian pesos (or its equivalent in dollars) per night.
The appropriation, mistreatment or exploitation of animals, wild fauna and flora found in the hotel area is not authorized. In this case, the hotel will impose a sanction on the guest and will report such conduct to the competent entity.
Note 1: In case the guest wishes to share his/her stay with his/her pet, he/she must leave a deposit at the front desk and in cash in the amount of THREE HUNDRED THOUSAND PESOS ($300,000) Colombian pesos (or its equivalent in dollars). This deposit will be refunded upon verification of damage or dirt in the room, otherwise it will be returned at the time of check-out.
Note 2: Pets are not allowed on the beds in the room.
Note 3: The use of a leash or collar for pets is mandatory during their stay in the property, hallways and common areas. And in the case of canines designated by law as potentially dangerous, they must also be provided with a muzzle and the corresponding permit (Law 2054 of 2020).
Note 4: In any case, the hotel will not be responsible for damages that may be caused by a pet of a guest to other users, taking into account the conditions under which their stay on the property is required. The same shall apply to cases involving non-domesticated animals found in the hotel area, as these are alien to the establishment.
PENALTIES AND FINES
Please note that failure to comply with these specifications or any other stipulated in the hotel’s internal regulations will result in a request for immediate eviction of the entire group or the guest who incurs in any of these faults, without the right to any refund.
That failure to comply with any of our policies outlined herein or those prohibitions that are expressly found in the law, will result in our hotel may impose fines and penalties to guests that may range from one (1) to ten (10) legal monthly minimum wages in force or even immediate expulsion, according to the severity of the conduct, without prejudice to the possibility of adding the damages that may result from damage to the structure and property of the hotel.
These sanctions will be informed to the client and will be immediately charged to the credit card or payment method informed by the client at the time of check-in in favor of ÉTEKA BEACH, according to the authorization signed by the guest at the time of check-in at the front desk.
Note 1: In case of violating the rule of expected behavior by disturbing the environment of the hotel and / or its other guests, the hotel will impose a fine in the amount of ONE MILLION PESOS ($1,000,000) Colombian pesos or its equivalent in dollars. The same fine will apply when smoking.
Note 2: In the event of appropriation, mistreatment or exploitation of animals, wildlife and wild flora and fauna found in the hotel area, a fine of THREE MILLION PESOS ($3,000,000) Colombian pesos or its equivalent in dollars will be imposed.
Note 3: Fines and immediate expulsion from the hotel will be imposed for any rude, threatening, denigrating, discriminatory, verbal or physical treatment of hotel staff and/or other guests. In addition, this behavior will be aggravated and will give rise to complaints to the competent entities when such treatment is based on race, ethnicity, religion, nationality, political or philosophical ideology, sex or sexual orientation and disability or any other reason for discrimination as defined in Colombian and international laws. The fine for this behavior shall be THREE MILLION PESOS ($3,000,000) Colombian pesos or its equivalent in dollars.
Note 4: In case of non-payment of services, invoices or penalties we reserve the right to retain the luggage at the time of check-out in accordance with articles 1197, 1198 and 1199 of the Code of Commerce, for which an inventory of the luggage must be made with witnesses, and for this purpose, a record will be made where the relevant; if the causes of non-payment persist for more than (24) hours from the completion of this inventory, will result in the public auction of the goods under the terms of article 1199 of the same regulations.
GROUNDS FOR EXEMPTION FROM LIABILITY OF THE HOTEL
ÉTEKA BEACH will not be liable civilly, commercially or criminally, either contractually or extra-contractually, to its guests when the following circumstances occur:
- During transportation by boat to and from the hotel, since this is a service provided by personnel outside of us. This includes what may occur in the access and descent of the maritime transport.
- When the guest does not inform us of any allergies or medical conditions that may affect his/her stay at the time of check-in.
- When the guest suffers any kind of accident or death due to the use of the KAYAKS and PADDLE BOARD that are in the hotel.
- For the prices of products or services, quality, behavior or biosecurity elements of the informal vendors that are on the beach of the hotel, as these are alien to our staff.
RIGHT OF ADMISSION
Our hotel may reserve its right of admission when the booker or the guest incurs in conduct of rude, threatening, denigrating, discriminatory, whether verbal or physical, against the hotel staff and/or other guests.
COMMUNICATION TO OUR GUESTS
INVOICING OF LODGING AND ACCOMMODATION SERVICES IN THE YEAR 2023
Taking into account the entry into force as of January 01, 2023 of Law 2277 of 2022 – Tax Reform, it should be noted that from this date the 19% VAT rate on tourist accommodation and lodging services will return.
Therefore, we hereby inform our guests the following in general:
- That the lodging and lodging service is billed is for actual provision of the service, so you should always charge the VAT rate that is in effect for the date of performance of the service. In other words, regardless of whether the reservation was made before the end of the year, all reservations made for 2023 will vary in value because the general rate of 19% VAT must be included on the agreed amount.
- However, if the lodging and accommodation service is provided on days in 2022 and others in 2023, the invoicing will be made in the following manner:
- Until December 31, 2022 the rate will be VAT exempt.
- As of January 1, 2023, the 19% rate will be included.
- In the event that the guest requires separate billing of the services and that they contain the rate variation for change of year, the hotel may make two (2) invoices that apply separately what by law applies for one year and for the other.
- The foregoing shall also apply in the event that reservations have been made with advance payment for the celebration of events at the hotel, in which VAT will be included and consequently there will be a change in the rate. The above, taking into account that the service will be rendered after January (01), 2023.
Thus, if this circumstance affects the celebration of the provision of the accommodation service or celebration of the event and as a result the client wishes to cancel his reservation, he must take into account the policies established by the hotel for such situations, which apply without any variation.