Terms and conditions for making your booking
Before booking your room, we suggest you read our terms and conditions of accommodation.
Please note that by using this channel or continuing the conversation, you accept our terms and conditions.
1. Reservation policy:
If you wish to make a reservation directly, you must make an advance payment to guarantee the reservation. Once we receive the payment, we will create your reservation. Upon arrival at the hotel, you will have to pay the net value of the reservation minus the value of the advance payment.
All reservations are subject to availability, unless the guest has secured their reservation with a guarantee payment. Until such payment is made, rooms will remain available.
To make this payment, we offer the following options:
1. Credit and/or debit card payment link.
2. Bancolombia transfer. Savings account 37900000456 UALA HOTELS SAS
When making a reservation, it is understood that you have, accept, and are fully aware of the hotel's payment, rejection, and cancellation policies:
1. The reservation guarantee is non-refundable. If you do not show up at the hotel (known as a no-show), it is considered a cancellation and no refunds apply. The no-show penalty involves charging the guarantee and canceling the remaining nights in the reservation.
2. Please keep a copy of your reservation to present upon arrival at the hotel.
3. All guests must register at reception.
4. The hotel reserves the right to refuse admission to occasional visitors for guest safety.
5. Any changes to your reservation are subject to availability. Please notify us of any changes to your reservation in advance.
6. Unless otherwise stated, the price per night includes breakfast.
2. Payment Policies
Confirmation of your reservation will be subject to payment authorization by the bank. If your payment is made from a bank other than Bancolombia, your reservation will not be guaranteed until the transaction is reflected.
If there is a problem with your payment, we will contact you by email or phone to inform you of the situation.
The rates indicated in our communication channels are expressed in Colombian pesos (COP). Please note that when converting to your local currency, the rate may vary due to currency fluctuations in the international market. UALA HOTELS SAS is not responsible for such fluctuations.
3. Return policy:
No refunds will be given for failure to comply with the terms and conditions of our booking policy.
No refunds will be given for failure to comply with the terms and conditions of the accommodation contract once you have checked into the hotel.
If you need to cancel a reservation in advance or the guest does not show up at the hotel (known as a no-show), there is a penalty of 100% of the total amount of the reservation.
If there is a balance greater than the value of the first night's guarantee, the hotel will refund the remaining balance once the no-show has been charged. The remaining balance will incur a penalty of 5% of the value. To request a refund, you must contact the reservations department. This refund will only be made to the holder of the reservation via electronic transfer. To do so, you must present the following documents:
1. Identity document or passport.
2. Bank account certificate of the reservation holder.
3. Signed letter requesting a refund of the balance.
These documents must be sent to operaciones@sloh.com.co.
The hotel will refund the money within 10 business days once the request has been filed and reviewed.
If you are staying at the hotel and must leave early, you will be refunded the unused balance (if applicable) and charged a penalty of 5% of the value of the unused accommodation. This refund will only be made to the person named on the reservation via electronic transfer. To do so, you must present the following documents:
1. Identity card or passport.
2. Bank account certificate of the person who made the reservation.
3. Signed letter requesting a refund of the balance.
2. Early departure notification:
a. Guests must inform the hotel at least 2 days in advance of their intention to depart before the originally agreed departure date.
b. Failure to notify the hotel of early departure within the established period will result in the early departure policy being applied, and any discounts or promotions will be forfeited, with no refunds given.
3. Exceptions:
a. In exceptional situations, such as medical emergencies or unforeseen circumstances, the hotel may consider waiving the loss of discount. This will be subject to the hotel's discretion and valid documentation justifying early departure will be required.
4. General guest registration policy:
To register as a guest, you must present an official document to enter the hotel; Colombian citizens must register with their ID card, and foreign citizens with their passport and immigration stamp. Under no circumstances will guests without official documentation be allowed to enter the hotel.
5. Policy on additional persons in reservations:
All guests who wish to enter or add a person outside of their initial reservation must reserve and purchase an additional room at the rack rate. Under no circumstances are visitors allowed in the hotel rooms, except for the restaurant and rooftop.
6. Minors registration policy:
1. If you are traveling with children under the age of 18, you must inform the hotel before checking in. In order for minors to be admitted, you must in all cases present the minor's civil registry document proving the existence of kinship. In all cases, it is mandatory to register and present identification for minors.
2. If the minor is not traveling with their parents, in addition to the civil registry, you must also present a permit signed by one of the parents and authenticated by a notary, as well as a photocopy of the document of the parents who give the authorization. The foregoing is in accordance with the provisions of Law 679 of 2001, Statute to Prevent the Sexual Exploitation of Children and Adolescents, and its related regulations.
3. Under no circumstances will minors without a civil registry be allowed to enter.
4. The hotel will report any ESCNNA crime to the competent authorities.
7. Check-in and check-out policy:
1. Check-in: From 3:00 p.m. We have a storage room at the reception desk where you can leave your luggage at no additional cost.
2. Check-out: Rooms are available until 1:00 p.m.
3. Early check-in: To check in before 3 p.m., you must pay 50% of the rack rate for the day of your arrival. If you check in before 12 noon, you must pay the full rate for the previous night.
4. Late check-out: To check out after 1:00 p.m., you must pay 50% of the rack rate for the day of your departure. The maximum time allowed is until 4:00 p.m.
5. Checking out after 4:00 p.m. will result in a charge for the entire night.
In all cases, you must inform the reception department in advance in order to verify availability for early check-in or late check-out. If you do not inform us in advance, you will not be allowed to take advantage of the early check-in or late check-out option and you must vacate the room at the stipulated times.
8. Unauthorized additional guest policy:
Failure to comply with the guest policy may result in additional charges or immediate cancellation of your current accommodation reservation, without the right to demand any refund or reimbursement.
9. Group policy:
If you are making a reservation on behalf of a group of people, it is necessary to have strict control over the group. You must inform the people in the group of our accommodation policies before their arrival.
Bad behavior in groups is grounds for fines or early termination of the contract without the right to a refund.
Any damage caused by the group to the hotel facilities or their room must be paid for by the person who made the reservation.
The person responsible for the reservation must provide the hotel with the guests' information before their arrival and the assigned room category.
10. Pets:
Pets are not allowed in the room.
Failure to comply with our pet policy may result in additional charges without prior notice and termination of the accommodation contract.
11. Seasonal pricing policy:
1. Price variations:
a. Room rates may vary depending on the season, demand, and other factors determined by the hotel.
b. The hotel reserves the right to adjust room rates at any time, upon notification to guests and in accordance with applicable laws and regulations.
2. Seasonal rates:
a. The hotel may establish specific seasonal rates, such as higher rates during periods of high demand, holidays, or special events.
b. These rates will be clearly indicated at the time of booking and will be applicable according to the length of stay.
3. Price changes for existing reservations:
a. In the case of confirmed reservations, the hotel will guarantee the price agreed upon at the time of booking, regardless of price variations in future seasons.
b. However, the hotel reserves the right to adjust prices in the event of changes or modifications to the reservation requested by the guest.
4. Cancellations and refunds:
a. In the event of cancellations or changes to existing reservations, the cancellation and refund policies established at the time of booking will apply.
b. The guest will be responsible for reviewing and complying with the cancellation and refund policies corresponding to the season in which the cancellation or modification is made.
12. Hotel admission policy:
The hotel reserves the right of admission in order to ensure comfort, safety, and compliance with internal rules.
1. Access to and stay at the hotel are subject to compliance with the following requirements and conditions:
o Present valid identification at check-in, such as a passport, citizenship card, or identity document, in accordance with current legislation.
o Provide the necessary and complete information when making the reservation and during the check-in process.
o Comply with the rules of conduct established by the hotel, respecting the rest and tranquility of other guests.
o Refrain from smoking in areas designated as smoke-free, in accordance with current regulations.
o Do not engage in illegal activities or activities that violate national or local laws.
o Do not enter the hotel with pets.
2. The hotel undertakes not to discriminate arbitrarily against people on the basis of race, gender, religion, sexual orientation, disability, or other characteristics protected by law.
3. In the event of non-compliance with any of the above conditions, the hotel reserves the right to deny access, request immediate departure, or take the necessary measures to ensure the safety and well-being of other guests and staff.
4. The hotel strives to provide a safe and comfortable environment for all its guests, ensuring privacy and mutual respect.
13. Withdrawal policy for hosting services:
In accordance with Article 47 of the Consumer Statute in Colombia, contracts for the provision of intangible services, such as hosting, establish the right of withdrawal to protect consumer rights. Our withdrawal policy is detailed below:
Withdrawal period:
a. The maximum period for exercising the right of withdrawal is five (5) business days from the confirmation of purchase.
Withdrawal process:
a. If the consumer wishes to exercise their right of withdrawal, they must notify the hotel in writing within the established period.
b. Once the withdrawal has been notified, the right of withdrawal will be resolved.
Refunds:
a. In the event of withdrawal, the hotel must refund the money paid by the consumer for the accommodation service, using the same payment method used by the consumer.
b. The refund will be made within fifteen (15) business days of notification of withdrawal.
14. Processing of personal data
All your personal data is processed in accordance with the applicable legislation in force in the country. We therefore inform you that you have the right to access, rectify, cancel, or oppose the processing of your personal data at any time.
15. Hotel Hours
Reception: 24 hours
Check-in: 3:00 p.m. – Check-out: 1:00 p.m.
Housekeeping service: 8:00 a.m. – 3:00 p.m.
By agreeing to make a reservation and stay at this hotel, you declare that you agree to and undertake to comply with the terms and conditions set out above.
Thank you for always choosing us and remember to be the happiest person in the world.