Policies

This property has the following check-in and check-out times and policies:

Entrance: 3:00 p.m.

Exit: 12:00 p.m. (If late check-out is required + 1 hour, please ask for authorization at reception).

• Breakfast included.

• Exclusive accommodation for adults and families with minors under the supervision of their parents.

• Upon arrival at the accommodation, the registration card and/or accommodation contract must be completed and signed in order to access the services.

• Every person is covered under the insurance, in order to access it, complete information must be provided, attaching the identity documents and their supports and signing the accommodation contract.

• For minors, civil records of minors and/or written authorization from the parents with a copy of the identity document must be provided, if they are not accompanied by one of the parents.

• Pets are accepted under the supervision of their owners, who must remain on a leash while inside the hotel, relieve themselves outside the hotel and collect them in bags, depositing them in the place designated for collection.

• Killa and Atiesia cabins not suitable for people with reduced mobility.

• By making a reservation, you are deemed and agree that you are fully aware of the hotel payment, refusal and cancellation policies.

• The reservation is understood to be confirmed when the payment for the accommodation is deposited into the designated account and when the “reservation confirmation” document is issued by the hotel.

• In the event that the client does not show up at the hotel or must leave the hotel before their scheduled date, the entire stay will be charged.

• Drones are prohibited.

• Smoking is prohibited in the rooms, in accordance with the national anti-smoking law.

• Our guests are informed that the water supply is not potable, we have water filters located in reception which are for the use of our guests.

• The entry of intoxicating drinks or hallucinogenic drugs is not accepted.

• Towels and bathrobes should not be removed from the rooms or taken out of the accommodation.

• Every person staying in the accommodation during their stay is subject to these rules, considered as an adhesion contract that must be fulfilled by the guest.

• The consumption of hallucinogenic substances is prohibited in the accommodation facilities. Any violation will be reported to the competent authorities.

• The accommodation is not responsible for valuable items, please use the safe located in the cabin.

• Keys must be handed over upon departure. The loss of the key or control of the television (Atiesia cabin) must be cancelled.

• Minors are not allowed to use the jacuzzi without adult supervision.

• For safety reasons, refrain from entering the jacuzzi during the rain. This measure is taken to guarantee the safety of all our visitors.

• Pets are not allowed to use the jacuzzis.

• Glassware should not be used in the wet area.

• The jacuzzi will be available for use two hours a day, between 12 pm to 7 pm, you must notify reception two hours in advance to proceed to turn it on; maximum use of two hours, as long as there is no rain forecast, additional hour $50,000/Hour; Only authorized personnel are allowed to turn it on.

• Items such as stones, rose petals, or others that could clog the filtration systems and cause damage are not allowed into the jacuzzis. If such a situation occurs, the person responsible must assume the corresponding repair costs.

• The use of the catamaran is under the responsibility of the guest, please keep in mind the maximum weight restrictions that are reported in the notices located near them.

• Jumping is not allowed on the Catamaran.

• Minors are not allowed to use the Catamarans without the supervision of an adult.

• The maximum capacity of each cabin must not be exceeded.

• To guarantee the reservation, payment of 50% of the total value is required, and the remaining 50% must be paid upon arrival.

• For reservations of a single night, 100% of the value is paid in advance.

• Cancellations must be reported at least 8 days in advance. There is no refund of the money, but the date is changed, this new reservation will be subject to availability and with the corresponding increase.

• Date changes may be made as long as the respective service or accommodation is available. The value of the service may also vary depending on the rates of the new dates requested.

• If the cancellation is not attributable to the client or user making the reservation, the full refund of the deposit will be processed immediately, and if accepted by the client, an alternative of equal or better quality will be offered.

• Damage to property must be reported and canceled by the person who made the respective reservation.

• The entry of pets is allowed, it must be reported at the time of reservation informing breed and size, we reserve the right of admission for pets depending on their breed and size, and has an additional cost of $30,000 per pet per night.

• The care of the pet is the responsibility of its owner, we request that you bring the bag and the appropriate paper to collect its needs; Pets must remain on a leash while traveling through the facilities.

• Guests are informed about the criminalization of sexual abuse of minors according to current legislation.

• Minors must present their civil registration or parental permission.

• Parking is free, but the accommodation is not responsible for items left inside vehicles.

• The accommodation is not responsible for cases of force majeure, such as natural disasters or acts of vandalism.

• Any complaint, claim or comment, satisfactory or not, is grateful and cordially welcomed.

• Tipping waitresses and cooks is voluntary and reflects satisfaction with their service.

• It is the responsibility of the accommodation and the guests to rationally use natural resources and care for the cultural and natural heritage.

• Illicit trafficking of cultural or natural heritage is prohibited.

• At the Ecohotel they work with a septic tank. Paper and sanitary towels should be placed in the bins.

• In case of any interruption of the electrical service by the energy company, we ask our guests to remain calm and have a good attitude. We trust that the service will be restored in the shortest time possible. In addition, we have reserve tanks and motor pumps to ensure that we do not lack water in case of difficulties with the Caicedonia Valle aqueduct. Therefore, we appeal to the good judgment of our guests to avoid wasting water. We ask you to consider this service as if you were in your usual home and value its importance, while contributing to caring for the environment. Let's remember that the planet is everyone's responsibility.

• Electronic parties or the volume that bothers the neighbors.

• Wash transport vehicles, motorcycles or cars.

• Drones are prohibited, as we take care of the privacy of our guests.

• Spread towels or clothes on the railings of the corridors or on the terraces and handrails.

• Pets should not be on the beds to maintain cleanliness and hygiene care.

• The use of sound equipment must be done at a moderate volume, without disturbing the peace of other guests. Its use is prohibited after 9:00 pm. Failure to comply with this clause may result in the immediate expulsion of the guest from the establishment without the right to a refund or claim.