TERMS AND CONDITIONS

Effective date: September 25, 2023
Last update: November 9, 2023

1. Introduction
2. Reservations and prices
3. Check-in and check-out time
4. Restaurant
5. Reception
6. Accommodation of minors
7. Cancellation and modification
8. Rollback policy
9. Payments with foreign currency
10. Payment of value added tax
11. Sustainability policy
12. Pet policy
13. Coexistence policy
14. Anti-smoking law
15. Authorization for processing personal data
16. Accommodation contract

This page contains the terms and conditions by which AUEN POSADA ANDINA provides lodging services in its establishment for individual clients, which assume its acceptance at the time of making the reservation.

• All reservations will remain pending confirmation until payment of 100% of the accommodation value is validated.
• The published rate corresponds to the value per night per room. Breakfast is not included.
• The accommodation rate includes all applicable taxes in accordance with Colombian regulations.
• The rate includes WIFI Internet connection in the common and private areas, as well as a safe accessible in the reception.
• The rate for minors aged four and over corresponds to the rate for adults.
• The rate does not include laundry service, mini bar consumption or other services not specified in the rate.

• Check-in time: from 15:00 hours.
• Check-out time: at 12:00 hours.
• Late check-out can only be done according to availability. Any check out after 12:00 p.m., without notifying reception of any eventuality that prevents you from checking out, will be charged as an additional night.
• Early check-in is subject to availability and must be consulted in advance.

The opening hours of the AUEN POSADA ANDINA Restaurant are Monday to Sunday, breakfast from 7:30 to 10:00, lunch from 12:30 to 14.00, dunch from 15.30 to 18.00 and dinner from 19.00 to 21.00 hours.

Those people who have not made a reservation to stay at the Hotel must make a reservation to access the restaurant service. The reservation must be made at least one day prior to the day of the visit, either by telephone, email or Whatsapp.

Reception hours are from 8:00 a.m. to 12:00 p.m. and from 2:00 p.m. to 9:00 p.m. If you have a reservation and your arrival time is outside this range, you must notify us at info@auen.com.co at least 24 hours in advance to coordinate the delivery of your room.

If you are traveling with your child under eighteen (18) years of age, you must present the minor’s identification document (civil registry, birth certificate, homologous document or equivalent in your country of origin), which demonstrates the existence of the relationship. If the minor is not traveling in the company of their parents, you must deliver at the reception, in addition to the minor’s identification document, the original authorization of the parents accompanied by a copy of the identification document of those who gave the authorization. Without this documentation, minors are not allowed to enter the hotel. The above is in development of the provisions of Colombian Law 679 of 2001, Statute to Prevent the Sexual Exploitation of Boys, Girls and Adolescents and its corresponding regulations. The guest assumes the responsibility of supervising any accompanying minors at all times during their stay at the hotel.

• Cancellations or modifications can be requested 6 days prior to the arrival date without charge. If done within a time shorter than this period, 100% of the accommodation value will be charged.

• If you do not arrive to use the reservation and have not canceled or modified it within the established time, 100% of the amount will be charged.

• If you require a cancellation due to force majeure outside the period of 6 days prior to the arrival date, contact us at info@auen.com.co sending the relevant support for the reason for your cancellation. We will do our best to resolve your case.

• If an early departure is required, 100% of the reservation amount will be charged. If the departure corresponds to a case of force majeure, this must be verified with the relevant supports and 50% of the total pending reservation amount will be charged.

When you reserve our services through www.auen.com.co and have used a credit or debit card as payment method, or any other electronic payment instrument, and the payment is issued by a financial institution domiciled in Colombia, you may request reversal in case of fraud, unsolicited operation or purchased product not received.

AUEN POSADA ANDINA rates are in Colombian pesos. The Hotel is not responsible for fluctuations due to payment in other currencies.

If the reservation is made through an online travel agency without adding the VAT, AUEN POSADA ANDINA will invoice that value, in accordance with applicable tax regulations.

AUEN POSADA ANDINA is committed to the sustainable development of the environment, assuming the legal commitment in environmental, socio-cultural and economic aspects, through the continuous improvement of processes. Protecting the physical and moral integrity of children, adolescents and vulnerable populations, applying security and control measures aimed at preserving their rights. We implement prevention, control and improvement measures to minimize the environmental, socio-cultural and economic impact of the operation; raising awareness among our guests, clients, suppliers and collaborators regarding their sustainable rights and duties.

Due to operational issues, pets are not allowed.

At AUEN POSADA ANDINA we ensure the tranquility and well-being of our guests and clients in general. That is why we ask our visitors to comply with the following measures:

• The entry of alcoholic beverages is prohibited.

• The use of portable sounds, such as speakers, or from electronic devices, such as cell phones and computers, is prohibited in the social areas of the hotel. Its use will be allowed in the rooms at a moderate volume, as long as the tranquility of other guests is respected.

In accordance with the provisions established in Colombian Law 1335 of 2009, AUEN POSADA ANDINA has spaces and environments free of tobacco smoke. Consequently, the guest accepts as an obligation to refrain from smoking in the spaces, areas and environments that are demarcated as smoke-free spaces, as well as in closed spaces, such as rooms, hallways, restaurants, lounges and others. In the event that the guest fails to comply with this obligation, they agree to pay the current penalty according to Colombian Law.

By virtue of the provisions of Colombia with Law 1266 of 2008, Law 1581 of 2012, Decree 1377 of 2013 and Decree 886 of 2014, and other regulations that expand, modify or replace the regulation on the matter, the client authorizes AUEN POSADA ANDINA the processing of their personal data, which includes the collection, storage, use, circulation, deletion, updating, transmission and transfer, in order to comply with the obligations of this subject, in accordance with the policies published at https://auen.com.co/en/privacy-policy/. To access, rectify, update and delete data, you may contact info@auen.com.co.

OBJECT: By virtue of this contract, the HOTEL will provide the GUEST with room accommodation service for the number of nights detailed in the hotel registry, as well as the additional services requested by the GUEST. PRICE: For the provision of the services, the GUEST will pay the rate per night indicated in the hotel registry including taxes, in addition to any additional consumption made during their stay, which will be included in the corresponding invoice. In the case of an exempt or excluded operation, the value of the rate without taxes will be applied to the invoice. SCOPE OF SERVICES: The provision of services will be subject to availability and physical existence of supplies, goods, facilities or spaces. RIGHTS AND OBLIGATIONS OF THE HOTEL: (I) The HOTEL may at any time arrange a change of room, provideding a room of equal or better conditions, due to a situation of force majeure or fortuitous event. (II) At the time of the GUEST’s registration, the HOTEL may require a credit card that supports the value of the accommodation and other consumption. By signing their hotel registration, the GUEST authorizes the HOTEL to use the credit card to pay for the services. (III) The responsibility of the HOTEL is subject to the provisions of commercial regulations for this purpose. The HOTEL is only responsible for the elements delivered upon receipt by the GUEST for safekeeping. The HOTEL may refuse to take custody of objects of considerable value or excessively bulky. The HOTEL is not responsible for the loss of any object or element of value left by the GUEST in the room, since there are safe deposit boxes available to the GUEST to store money and other valuable objects. The HOTEL is also not responsible for the loss of objects or valuable elements left in the rooms that are the subject of this contract or other areas of the establishment, for which it is the exclusive responsibility of the GUEST to take the necessary care measures. In the case of parking, the HOTEL’s only responsibility is the custody of the vehicle, so valuable elements should not be left inside the vehicles. If you request custody of items other than the vehicle, the custody request must be made at the HOTEL reception. RIGHTS AND OBLIGATIONS OF THE GUEST: (I) Check-in time is from 15:00 on the check-in day and the check-out time is at 12:00 on the check-out day. Partial use of the hotel day causes additional payment of the full rate per night. Any early departure must be informed by the GUEST at least 24 hours before the new departure date, otherwise the value of the reserved nights will be charged. (II) The GUEST agrees to abide by the instructions and policies of the HOTEL and will exhibit behavior throughout their stay that does not threaten coexistence and citizen safety, in accordance with the law. (III) Any companion who is not registered and uses the accommodation exclusively reserved for the GUEST must register and pay the corresponding accommodation fee, as well as the consumption they make. The GUEST will be responsible for the values generated by their companions. (IV) The GUEST must use the spaces and facilities of the establishment appropriately and will keep them in the state in which they are found. The GUEST will be liable for any partial or total damage that is attributable to them or that is caused by their companions, in accordance with the regulations provided by law. (V) The GUEST knows and accepts that practicing sports, physical exercises, driving vehicles, using instruments or tools and in general any dangerous activity, is their own decision, and to this end declares that they and their companions are aware of assume said risk, exonerating the HOTEL and its officials or employees from any responsibility in the event of damage or injury. (VI) The GUEST assumes the responsibility of supervising any minors accompanying them at all times during their stay at the HOTEL. (VII) The GUEST will take care of their valuables, including jewelry, computers, cell phones, cameras, money, that remain in the room or service areas of the HOTEL, and will use the safe or custody box under receipt by the HOTEL. (VIII) The GUEST may voluntarily choose whether to purchase hotel insurance. (IX) Upon termination of the contract, the GUEST must remove their belongings and luggage from the room. Otherwise, the HOTEL is authorized to prepare and sign an inventory in the presence of 2 witnesses, and leave the inventoried goods in a warehouse, at the expense, risk and cost of the GUEST. CAUSES FOR TERMINATION: The accommodation contract ends by: (I) Expiration of the term. (II) Lack of payment, case in which the contract will end even without the deadline having been met. The HOTEL may demand the vacancy of the room and use the public auction mechanism on the effects or luggage of the GUEST, previously inventoried before witnesses in accordance with the law. (III) Failure to comply with any obligation of the Parties. (IV) Behaviors of the GUEST that violate the law. (V) Other legal causes. CSEC WARNING: In furtherance of the provisions of Law 679 of 2001, the HOTEL warns the GUEST that the commercial sexual exploitation of children and adolescents is punishable in Colombia with a prison sentence of 14 to 25 years. The HOTEL will report to the authorities any behavior that may lead to or suspect CSEC crimes. AUTHORIZATIONS: (I) The GUEST authorizes AUEN POSADA ANDINA so that for statistical purposes of control, supervision or commercial information and within the framework of the law, consult or report to the risk centers and/or any other entity that manages databases on commercial credit behavior and in general compliance with all their obligations. (II) The GUEST authorizes AUEN POSADA ANDINA to process their personal data, which includes the collection, storage, use, circulation, deletion, update, transmission and transfer, with the purpose of providing the acquired services and including them in its advertising campaigns, in accordance with the privacy policies published on www.auen.com.co. The GUEST may contact the Hotel through the email info@auen.com.co, to access, rectify, update and delete their personal data. DECLARATION: The GUEST declares that they have read, understood and accepted the content of this contract.