ENTRY AND EXIT POLICIES

Lodging

    • Check-in: From 3:00 p.m. (Colombia time). The guest must communicate in advance via email or WhatsApp to confirm the desired time of your boat reservation.
    • Check-out: Before 12:00 p.m. on the day of the end of the stay.
    • Boat schedules included for the day of check-in and check-out:

Muelle de La Bodeguita Puerta 1 – Éteka:

        • 10:00 a.m.
        • 11:00 a.m.
        • 1:00 p.m.
        • 4:30 p.m.
        • 5:30 p.m.

Éteka – Muelle de La Bodeguita Gate 1:

        • 10:30 a.m.
        • 12:40 p.m.
        • 4:00 p.m.
        • 5:00 p.m.
        • 6:00 p.m.

Additional transportation services:

      • After 6:00 p.m., the additional value per trip will be $350,000 COP, regardless of the number of people, until 10:00 p.m. at the latest.
      • Before 6:00 p.m., any express trip requested will have a value of $150,000 COP, regardless of the number of people.

Pasadía

    • Beginning of the service: From 10:00 a.m.
    • Maximum departure time: The last boat will depart at 6:00 p.m. on the day of the tour.

Notes:

    1. Official identification is required for all guests upon check-in at the hotel.
    2. The hotel is not responsible for personal belongings, luggage or other belongings of guests during their stay, including departures and arrivals. The custody of these items is the sole responsibility of each user.
    3. In case of failure to check-out at the indicated time, a fine of COP $300,000 will be applied 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 channels, the user must make an initial payment equivalent to 50% of the total number of nights reserved. The remaining balance, along with additional consumptions, may be paid at the front desk by cash, debit card, credit card and/or electronically through the link provided by the hotel.
    • For reservations of passages, an initial payment of 100% of the reserved quotas is required, including any additional services or consumptions desired.
    • All payments for hotel reservations and tours may be made through the following link: https://checkout.wompi.co/l/VPOS_5ewu1X and/or through the means established on the web pages of non-hotel reservation services (e.g. Booking and Expedia).

Notes:

    1. Only those reservations in which the user sends a copy of the payment made, reservation number, reserved dates, name and identification of the reservation holder to the following email: reservas@etekacartagena.com will be valid . This condition is mandatory for the validity of the reservation when it is made directly through the hotel’s website.
    2. To quote and schedule the celebration of a special event at our hotel, the only email address available is comercial@etekacartagena.com.
    3. The hotel is not responsible for requests addressed to e-mails other than those registered above, being the responsibility of the user to confirm their reservations according to the conditions indicated.
    4. In case the reservation is made through another reservation service provider, the previous step is not necessary.
    5. All payments made for lodging, tours or events must be accompanied by the mandatory sending of the reservation holder’s complete information (full name, ID number, dates of stay, number of people and proof of payment) to the hotel’s official reservation channel: reservas@etekacartagena.com.

In the absence of this information, Hotel Éteka will not be able to identify the origin of the payment or associate it with a specific reservation, so the assignment or confirmation of such reservation will not be guaranteed until the requested information is correctly received.

Failure to comply with this requirement shall be the sole responsibility of the user and shall not give rise to any reimbursement, compensation or right to subsequent claim.

Applicable legal basis:

This policy is framed within the provisions of Article 10 of Law 1480 of 2011 (Consumer Statute), which establishes the obligation of consumers to provide truthful and sufficient information to the service provider, and Articles 1602 and 1613 of the Colombian Civil Code, regarding compliance with freely agreed contractual conditions.

CHILDREN'S POLICY

    • Children under 10 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, regardless of whether they are parents, relatives or authorized persons.
    • Children under 10 years of age will only be accepted in the hotel when group reservations are made for more than 7 adults or when private events are contracted. In these cases, the number of minors accompanying the reservation must be stated in the reservation, entering all the information in the hotel’s records for this purpose.

WARRANTY POLICY

    • Arrival at the hotel cannot take place after 6:00 p.m., since it requires special transportation whose operation is restricted by the Dirección General Marítima (DIMAR). If the guest schedules his arrival after this time, he will lose the deposit made for that night, with no right to reimbursement or possibility of rescheduling.
    • In case of guaranteeing the reservation by credit or debit card, the cardholder must be present at the hotel during check-in to sign the voucher. Otherwise, he/she must complete a form authorizing the charge for the amount of the first night, attaching a copy of the credit card and identification.

Notes:

    1. An arrival time after 6:00 p.m. may be arranged, provided that the service is available for that day (depending on weather conditions and authorizations granted by the competent entity) and there is express written confirmation from the hotel.
    2. To request a card charge authorization form, please contact us 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 and without complying with the hotel’s policies, said amount will not be refundable, except for the exceptions established herein.
    • Cancellations made by users of the passadia service will not be refundable under any circumstances, except for the exceptions set forth below.

Notes:

    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. If more than five (5) business days have elapsed since the payment was made, the money will not be refundable under any circumstances.
    2. Payments made in cash may be made in U.S. dollars and/or Colombian pesos, according to the fixed exchange rate adopted by the hotel at that time.
    3. There will be no cancellation or rescheduling of the reservation when the guest is already at the hotel and/or enjoying its services, except in cases of force majeure such as natural disasters, hurricanes, etc., in which case the reservation may be rescheduled according to the established term, but not cancelled.
    4. If the reservation holder does not show up at the hotel at check-in time on the day of the reservation, the reservation will be considered cancelled. If he/she subsequently shows up, the hotel will check the availability of the hotel to make a new reservation, but if there is no availability, the hotel is exempt from any responsibility and there will be no claim or compensation whatsoever.

RESERVATION MODIFICATION OR RESCHEDULING POLICIES

    • If you need to reschedule your reservation for any reason, the credit memo will be held for a maximum of six (6) months from the date of deposit, and you may reschedule within that period based on hotel availability.
    • If you modify your reservation partially (reducing the number of nights or rooms previously booked), you must pay 50% of the nights booked and not used, provided that the modification is made at least seven (7) days prior to the date of the stay.
    • For the day trip service, reservations may only be rescheduled if the user requests it at least seven (7) days prior to the date of the stay, provided that the new date does not exceed thirty (30) days after the initially scheduled date and according to the hotel’s availability.

Notes:

    1. Additional charges may apply for fare differences, especially if rescheduling is desired during high season.
    2. If within the maximum time limit to reschedule the reservation the hotel availability does not match the client’s schedule, the deposit will be forfeited.

INVOICING POLICY

    • All invoices must be requested no later than the day of the guest’s departure. The invoice must be reviewed by the applicant to confirm that the information is correct at the time of physical delivery or electronic receipt. No subsequent modifications or expeditions will be made.
    • If the reservation was made through our website or through online travel agencies (OTAs), the rate per night reflected in the invoice will be the result of an average of the rates applicable during the stay, without altering the total value agreed at the time of booking.

Notes:

    1. No claims will be accepted after the guest’s departure regarding charges, penalties or values reflected in the invoice.
    2. Pursuant to Law 1935 of 2018, we inform that this establishment suggests a gratuity equivalent to 10% of the value of the service or product purchased, which may be accepted, modified or rejected by the user. The gratuity will be billed in Colombian pesos and its inclusion will be stated in the invoice.
    3. Once the gratuity has been accepted and paid, there will be no room for retraction or requests for refunds, since the amounts collected for this concept are distributed directly among the members of the service chain.

DISCIPLINE POLICIES FOR GROUPS AND GUESTS IN GENERAL

    • Hotel Éteka is a place for relaxation, so strict control over groups and respectful behavior by all guests is required.
    • Smoking is prohibited in the rooms or common areas, as well as generating noises that disturb the natural environment or other guests at any time.
    • Any act of a sexual nature in common areas or visible from common areas (such as balconies and terraces) is strictly prohibited.

Notes:

    1. Guests who wish to receive visitors must notify the front desk. The visitor must pay the value corresponding to the passadía and leave the facilities before 5:00 pm. If the guest remains after 5:00 p.m., an additional person per night will be charged.
    2. The use of devices with speakers to play music or videos, regardless of volume, is not permitted.
    3. The use of vaping devices is permitted in all areas of the hotel.

PET POLICY AND WILDLIFE MANAGEMENT

    • We are a pet-friendly hotel exclusively for dogs. The entrance of pets has an additional cost of $80.000 COP per night.
    • The mistreatment, capture or exploitation of wild fauna and flora is prohibited. Any infraction will be reported to the competent environmental authorities (Law 1774 of 2016 and National Police Code, art. 339).

Notes:

    1. A cash deposit of COP $300,000 is required, refundable at check-out as long as there is no damage or soiling attributable to the pet.
    2. Pets are not allowed on the beds in the room.
    3. All pets must wear a collar or leash in common areas. Breeds classified as potentially dangerous must also wear a muzzle and carry the corresponding permit (Law 2054 of 2020).
    4. The hotel is not responsible for damages caused by pets. The same applies to incidents with wildlife, whose presence is beyond the control of the establishment.

PENALTIES AND FINES

    • Failure to comply with these policies or the internal regulations may result in immediate eviction without refund.
    • The hotel may impose fines between 1 and 10 legal monthly minimum wages according to the seriousness of the infraction (art. 15, Law 300 of 1996 and art. 1197-1199 of the Code of Commerce).
    • Penalties will be notified and charged to the means of payment registered by the guest at the time of check-in, according to the signed authorization.

Notes:

    1. Violations for disturbing the environment or smoking where it is prohibited will be sanctioned with a fine of COP $1,000,000.
    2. Mistreatment, appropriation or exploitation of wild fauna or flora shall be sanctioned with COP $3,000,000.
    3. Any discriminatory or aggressive behavior (verbal or physical) towards hotel staff or other guests will be sanctioned with $3,000,000 COP, without prejudice to the corresponding complaints to the authorities (Law 1482 of 2011 and international conventions ratified by Colombia).
    4. In the event of non-payment of services, invoices or penalties, the hotel may exercise the right to withhold luggage in accordance with articles 1197, 1198 and 1199 of the Commercial Code. An inventory will be drawn up and, after 24 hours of non-payment, a public auction will be held.

GROUNDS FOR EXEMPTION FROM LIABILITY

ÉTEKA BEACH shall not be liable, either contractually or extracontractually, in the following cases:

    • During boat transportation to or from the hotel, since it is provided by third parties not related to the establishment, including access and descent.
    • For omissions by the guest in failing to report allergies or relevant medical conditions at the time of registration.
    • For incidents, injuries or deaths resulting from the use of kayaks or paddle boards available at the hotel.
    • For situations involving informal vendors on the beach, their prices, products, biosecurity or behavior, as they are not part of the hotel staff.

RIGHT OF ADMISSION

Hotel Éteka reserves the right of admission, especially in cases where the behavior of the guest or reservation holder is considered threatening, profane, denigrating or discriminatory, verbally or physically, towards the hotel staff or other guests, in accordance with the National Police Code (Law 1801 of 2016, art. 83) and other regulations in force regarding coexistence and fundamental rights.

POLICY ON THIRD PARTY INFORMATION AND PROMOTIONAL PACKAGES

Hotel Éteka informs all its clients, guests and users that it is not responsible for errors, omissions or inaccurate descriptions made by travel agencies, booking platforms (OTAs), concierges, tour guides or any third party marketing their services without direct representation of the hotel.

It is the client’s responsibility to verify the official information about the hotel’s services exclusively through the enabled channels, such as:

Meals and Meal Packages

    • Hotel Éteka offers different packages, which include different services, schedules and consumptions. It is the sole responsibility of the client to be properly informed about the content of each package and select the one that best suits their needs.
    • The food and beverage menus, as well as the prices of the dishes and products included in each package, are published and updated on our official website, for prior consultation by the consumer.

Liability for External Information

The Hotel assumes no obligation and shall not be liable to:

    • Inaccurate or misleading information provided by unauthorized third parties.
    • Price changes, inclusions or exclusions that have not been officially published by the hotel.
    • Incorrect descriptions of services by external vendors.

There will be no reimbursement, refund or cancellation of the payment of additional consumptions made by the client based on erroneous information provided by third parties external to the hotel.

Legal Support:

This policy is supported by:

Law 1480 of 2011 (Consumer Statute):

    • Article 5, paragraph f: Consumer’s duty to be adequately informed about the goods and services he/she purchases.
    • Article 23: Service providers must provide truthful, sufficient and clear information, an obligation that falls solely on the authorized provider.

Colombian Commercial Code, Article 932:

The obligation of the contractual parties is limited to the expressly agreed terms, and promises made by third parties without the supplier’s authorization are not binding.

POLICY AGAINST SEX TOURISM

ÉTEKA BEACH categorically rejects sex tourism in all its forms and is committed to prevent, denounce and punish any conduct related to commercial sexual exploitation, especially when it involves children and adolescents.

    • We expressly prohibit the promotion, facilitation or practice of sex tourism in our facilities, including any conduct that violates human dignity or infringes on fundamental rights.
    • In compliance with Law 679 of 2001 and its regulatory decrees, as well as Law 1329 of 2009, the hotel implements control, training and reporting measures for any suspicion of commercial sexual exploitation of minors (CSEC) or any type of human trafficking.
    • Any guest, visitor or staff member who engages in behavior that constitutes evidence of sexual exploitation will be immediately expelled, reported to the competent authorities, and may face criminal penalties of up to 25 years in prison, in accordance with Colombian law.

POLICY OF PROHIBITION OF CONSUMPTION OF PSYCHOACTIVE SUBSTANCES AND NARCOTIC DRUGS

    • The consumption, possession, commercialization or carrying of psychoactive substances and/or narcotics is strictly prohibited within the facilities of Hotel Éteka, including rooms, common areas, beaches and access areas to the establishment.
    • This policy applies to guests, visitors, suppliers and employees.
    • In case of non-compliance, the hotel will proceed with the immediate expulsion of the offender, without the right to reimbursement for contracted services, and notice will be given to the National Police in accordance with Law 30 of 1986 (National Narcotics Statute) and the National Code of Security and Citizen Coexistence – Law 1801 of 2016, articles 33 and 140.
    • Possession of any illegal substance will be treated as a serious offense, and may result in additional penalties as provided in the Colombian Penal Code.

POLICY ON DAMAGE TO FACILITIES

Liability for damages caused by the guest

    • The guest who, by action or omission, causes damage, destruction, loss or deterioration in the hotel facilities -including linen, furniture, equipment or decorative elements- shall be liable for full compensation for such damages.
    • The obligation to repair comprises the current market value of the damaged goods, including the costs of replacement, repair and, if applicable, depreciation due to use, plus taxes and administrative expenses.

Legal support:

    • According to article 2341 of the Civil Code, whoever causes unlawful damage to another is obliged to repair it.
    • In addition, Article 265 of the Penal Code establishes penalties -including fines and imprisonment- for damaging other people’s property, and allows for the cessation of the process if the damage is repaired before sentencing.
    • Law 2068 of 2020, article 32, requires a liability policy to cover damages to property of guests and third parties, validating the support for the collection of such concepts.

Procedure for damage claims

    • If damage is found, the hotel will carry out an evaluation and prepare a report with photos and a budgeted valuation.
    • The guest will be informed and will have up to 48 hours after check-out to authorize or contest the value.
    • Upon expiration of the term without response, it will be understood that you accept the charge, which will be charged to the registered card or demanded in cash.
    • If the guest refuses payment, the hotel may initiate legal action or report to the liability insurance.

Éteka is a 5-star boutique escape with 10 exclusive rooms, a soulful spa, beach club day passes, and coastal chic venue for private events—just 10 minutes from Cartagena.

Éteka 360

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