Politicas

GENERAL POLICIES OF GRUPO HOTELERO CAMPANARIOS

Reservation Cancellation and No Show: If you make a reservation within the validity period of our policies, please note that if you cancel or modify it 48 hours prior to the arrival date (local time), no penalty charges will be applied. If the reservation is not canceled, modified, or marked as a no-show within this time frame, 25% of the total reservation amount will be charged. (Not applicable for groups).

Children Policy: Children between 0 and 12 months can stay free of charge with their parents, using the existing beds in the room. The maximum capacity for cribs per room is: 1 (subject to availability). Children between 1 and 4 years old can stay at an additional cost of $60,000 for breakfast and access to the wet areas. If an additional bed is required, the cost of an extra guest will apply, based on the season. Children aged 5 and above will be charged as an additional person. The maximum capacity for additional beds for children per room is: 1 (subject to availability).

Internet Policy: Wi-Fi connection is available only in public areas.

Meal Plan: Breakfast is included in most rates, but not all. Please review your reservation confirmation for details, as it depends on the rate and the hotel.

Parking Policy: Parking spaces will be assigned based on availability, either within the Campanario de la Villa Hotel premises or at our affiliated parking lot EL RIACHUELO. If there is an elderly person, a child in arms, or a person with comorbidities, please reserve a space. Priority will be given in such cases.

Pet Policy: We are a Pet-Friendly Hotel, and to promote a healthy coexistence, we have established general policies for accommodating pets. These policies aim to safeguard the well-being of the pet, the pet owner, and other guests of the Campanarios Hotel Group. There will be a nightly charge for the stay of a pet, which includes detailed surface cleaning, stain disinfection, deodorization for unpleasant odors, and thorough vacuuming of hair and lint. The maximum number of pets per room is (2). The pet fee depends on its weight and size:

  • $30,000 for small and medium-sized pets, weighing less than 15 kilograms.
  • $50,000 for medium and large-sized pets, weighing more than 15 kilograms.

Pet Stay Policies: A pet owner must be designated and will be fully responsible for any economic, physical, or emotional damages caused by the pet. Pet stays are subject to availability and must be requested in advance through our reservations department. Pets must have a minimum standard of behavior to avoid damage, inconvenience, or altercations with other pets or hotel guests. Furthermore, the pet must always be accompanied by its owner and must remain on a leash and collar at all times while in the hotel's public areas.

Pets are strictly prohibited from accessing the restaurant, pool, spa, and gardens. For the well-being of the pet and hotel guests, leaving pets alone or unattended in the room or hotel's social areas is not allowed. The pet owner must bring their own bed or blanket for the pet's rest, and under no circumstances should the pet lie on the room's linen (beddings, towels, or rugs).

Additional Charges for Pet Stay:

  • In case the pet damages any item, furniture, or hotel attire, the corresponding charge will be applied to the room, as determined by the management.
  • Any biological waste from the pet must be collected by the pet owner and reported to the reception for cleaning and disinfection of the area, with an additional cost charged to the room.
  • Pet Health Policy: Pets must comply with the health regulations required by law, be free of parasites such as fleas, ticks, heartworms, etc., and have up-to-date vaccination records.
  • Disturbance Policy: Any disturbance caused by a pet will result in a warning to the owner to immediately cease the disturbance. If the disturbance cannot be controlled, the pet must be removed from the hotel, or the guest must leave the hotel, with no refunds, reimbursements, or other compensation.

Credit Card Pre-Authorization: The hotel reserves the right to pre-authorize the credit card prior to the guest's arrival.

Additional Policies:

  • Smoking is prohibited in rooms and all other indoor areas of the hotel, according to Colombian law. Non-compliance will result in a penalty of 100,000 COP per night, which will be charged to your bill.
  • All reservations need to be guaranteed with a valid credit card.
  • If traveling with minors under 18 years of age, you must ensure that they will be staying only with their parents. In Colombia, this is verified with the birth certificate. Campanarios Hotel Group protects minors by strictly complying with Article 17 of Law 679 of 2001 and Law 1336 of 2009 regarding the prevention of exploitation, pornography, and sexual tourism involving minors.
  • Foreigners who have a tourist entry stamp in their passport will be exempt from Value Added Tax (VAT) charges. This stamp is issued by the immigration department and can only be verified upon check-in. In this case, Campanarios Hotel Group cannot charge VAT and is obliged to issue the invoice in the guest's name. This complies with Decree 2646 of 2013.
  • By making a reservation and payment, guests accept the personal data protection law according to Statutory Law 1266 of 2008 and Law 1581 of 2012.

Sustainability Policies

Campanarios Hotel Group is committed to promoting responsible and sustainable tourism. This means that we are dedicated to the conscious and sustainable use of natural resources and the preservation of the cultural and natural heritage of the region in which we operate. We strive to achieve these goals through various activities aimed at raising awareness among employees, customers, and suppliers about the importance of education, technological innovation, and the reduction of energy, water, and waste consumption.

Campanarios Hotel Group aims to contribute to the economic, social, and environmental development of the region in which we operate. We do this by creating direct and indirect employment opportunities and supporting local businesses. Additionally, we have established environmental policies to minimize the negative impact of our activities and become a sustainable company.

We focus on providing quality service and have set objectives, policies, and measures to achieve environmentally-friendly management. By implementing sustainable and responsible practices, Campanarios Hotel Group aims to differentiate itself in the market, which can lead to positive perceptions among customers and increased brand loyalty.

Guest and Customer Responsibilities

  • The establishment promotes the rational use of energy and water, as well as proper separation of solid waste for recycling purposes. Smoking is prohibited in unauthorized areas, and excessive noise or the use of sound amplifiers should be avoided. The gardens and green areas of the establishment should be cared for and respected. It is important not to extract or damage cultural and natural assets of the municipality and comply with current legislation related to the protection of flora, fauna, and cultural heritage. When visiting natural and cultural areas, it is essential to respect and follow the established signage to ensure safety and conservation of resources. Furthermore, collecting, extracting, or purchasing crafts made from animal parts or other biological materials should be avoided. Finally, there is a limit to tolerable noise levels during events.

Guest and Customer Rights

  • Guests have the right to receive quality services and safety during their stay at the hotel. Additionally, they should be treated courteously when requesting any type of service. The guest can choose whether to participate in the environmental programs carried out by the hotel and can also enjoy typical dishes and beverages at the establishment or at gastronomic establishments promoted by Grupo Hotelero Campanarios. It is important for the guest to receive accurate information about the tourist sites they wish to visit and not be discriminated against for any condition at the hotel or the tourist sites they visit. The tourist sites visited by the guest should be safe, and the guest should have the opportunity to express their complaints or suggestions. Furthermore, the guest has the right to communicate their level of satisfaction regarding the service provided and to negotiate fair commercial conditions for both parties.

    · SUPPLIERS' DUTIES

    It is important for the hotel to maintain the quality of the products or services it offers and not engage in discriminatory practices towards vulnerable populations. It is also recommended to use eco-friendly or renewable raw materials whenever possible. Reducing the use of plastic bags or packaging during deliveries is important. The hotel should avoid making statements that negatively affect the reputation of Grupo Hotelero Campanarios and should not promote the commercialization of protected or endangered species for gastronomic purposes. Additionally, it is important for the hotel to maintain fair trade conditions with its own suppliers and provide services with qualified personnel.

    SUPPLIERS' RIGHTS

    Receive timely and proper payment for the products or services provided or supplied.

    Negotiate commercial conditions, delivery, and supply in a fair and equitable environment for both parties.

    Receive courteous and respectful treatment from the personnel of Grupo Hotelero Campanarios.

    Have the opportunity to express proposals that promote the sustainability of Grupo Hotelero Campanarios and be heard in this regard.

    Not be discriminated against for any reason or condition.

    Current Laws

    FAUNA AND FLORA LAWS:

    Law 99 of 1993: This law creates the Ministry of the Environment, reorganizes the public sector responsible for the management and conservation of the environment and renewable natural resources, organizes the National Environmental System (SINA), and establishes other provisions.

    Law 1333 of July 21, 2009: This law establishes the environmental sanctioning procedure and the jurisdiction for imposing and enforcing preventive and punitive measures needed by the country.

    CULTURAL HERITAGE PROTECTION LAWS:

    Law 397 of 1997: This law establishes norms on cultural heritage and creates the Ministry of Culture.

    Law 1185 of 2008: This law modifies Law 397 of 1997. It amends and adds to Law 397 of 1997, the General Law of Culture, and establishes other provisions.

    CHILD PROTECTION LAW:

    Law 1336 of 2009: This law adds and strengthens Law 679 of 2001, which fights against the exploitation, pornography, and sexual tourism involving children and adolescents.

    Sustainability Policies

    Grupo Hotelero Campanarios

  • Complies with Law 1336 of July 21, 2009, by adopting the code of conduct model to prevent and prevent the exploitation, pornography, and sexual tourism involving children and adolescents.

  • CODE OF CONDUCT: TOURISM SERVICES.

    Minimum commitments that the Code of Conduct to be adopted and complied with by tourism service providers should contain:

    In compliance with Article 1 of Law 1336 of 2009, the Ministry of Commerce, Industry, and Tourism has developed a model Code of Conduct, which according to the provisions of this law must be adopted and complied with by all tourism service providers. The commitments set out in this Code of Conduct were presented to representatives of representative guilds of the sector, who made contributions and recommendations in a meeting held on October 21, 2009, at the facilities of the Ministry of Commerce, Industry, and Tourism. Taking into account the contributions received at this meeting, the minimum commitments that the Code of Conduct to be adopted and complied with by tourism service providers should contain are as follows:

    Refrain from offering, explicitly or surreptitiously, plans involving the sexual exploitation of children and adolescents in tourism promotion programs and tourist plans.

    Refrain from providing tourists, directly or through intermediaries, with information about places where commercial sexual exploitation of children and adolescents is coordinated or practiced.

    Refrain from transporting tourists, directly or through third parties, to establishments or places where commercial sexual exploitation of children and adolescents is practiced, as well as transporting them to the places where tourists are lodged, even if they are located at sea, for the purpose of commercial sexual exploitation of children and adolescents.

    Refrain from providing vehicles for tourist routes for the purpose of sexual exploitation or abuse of children and adolescents.

    Prevent the entry of children and adolescents into hotels or lodging places, bars, similar businesses, and other establishments that provide tourism services for the purpose of exploitation or sexual abuse.

    Take measures to prevent personnel associated with the company from providing tourism services that allow for sexual activity with children and adolescents.

    Protect national and foreign children and adolescents from all forms of exploitation and sexual violence by national or foreign tourists.

    Report to the Ministry of Commerce, Industry, and Tourism and other competent authorities any acts or suspicions related to the sexual exploitation of children and adolescents that have been known through any means, ensuring that there are channels within the company to report such acts to the competent authorities.

    Design and disseminate within the company and among its providers of goods and services a policy in which the provider establishes measures to prevent and counteract all forms of sexual exploitation of children and adolescents in travel and tourism.

    Train all personnel associated with the company and those who will be associated with it in the future, as well as suppliers who, due to the nature of their activities, have contact with tourists, on the prevention of commercial sexual exploitation of children and adolescents.

    Inform users about the legal consequences in Colombia of the exploitation and sexual abuse of children and adolescents.

    Display this Code of Conduct and any other commitments the provider wishes to assume to protect children and adolescents in a public and visible place in the establishment or establishments of commerce.