Independence of the Hotel, Activity or Rental: we remind you that each Hotel that Ecoviajero represents is autonomous and independent, therefore you must consult its particular terms and conditions for the provision of its tourist services, so each one may have its own entry conditions and admission of people, admission of pets, cancellation of reservations, collection of penalties and extra fees.
You will no longer be an Ecoviajero Client : at Ecoviajero we reserve the right not to offer you our service in the event that :
- You stay in a Hotel, Rental or carry out an activity and do not cancel the entire reservation or only a percentage of it after completing all the reserved days.
- You interrupt the tranquility of the Hotel, Rental in which you stay or Activity that you carry out, failing to comply with the basic rules of coexistence of the same.
- Consume hallucinogenic substances inside the Hotels, Rental or Activities.
- Smoke in the common areas, in the rooms or in areas prohibited by the Hotel, Rental or Activity to do this.
Applicable conditions according to the country in which you contract the Ecoviajero services
Below we share the particular conditions that apply according to the legislation of your country.
Colombia
Reservation Cancellation and Modification Policy:
For any reservation you have the possibility of canceling it 48 hours before its execution or in case the hotel has a different time in its terms and conditions, said time will apply.
Cancellations and General Modifications: Cancellations and modifications of reservations must be requested through the contact line with a minimum anticipation of 48 hours before the date of arrival or in case the hotel has a different time in its terms and conditions. this time will apply.
- If you cancel or modify a reservation up to the day before the arrival date, Ecoviajero may make charges. The surcharge corresponds to the value of the first night of the reservation and/or 50% of the value of the reservation of the following days in case the reservation is more than one night. Does not apply to non-refundable rates.
- If the guest made a deposit to guarantee the reservation and does not show up at the Hotel, it will not be refunded.
- The “No Show” surcharge corresponds to the value of the first night of the reservation and/or 50% of the value of the reservation of the following days in case the reservation is more than one night.
- In case of not making the payment at the time of Check -In, it will be interpreted as a lack of presentation of the guest and will give rise to the charge for “No Show”.
- For reservations made on the same day, no modifications or cancellations will apply and the “No Show” charge will be made.
- If the reservation is for more than one night and the guest does not show up on the Check – In day, the rest of the reservation will be cancelled.
- If the reservation is for more than one night and the guest decides to anticipate his departure without the established prior notice, Ecoviajero will make the surcharge corresponding to the value of the first night of the reservation and/or 50% of the value of the reservation of the following days if the reservation is more than one night.
- At the time of making the reservation, the client will be informed if a special or non-refundable policy applies to the rate, otherwise, the aforementioned applies.
- Note : If the reservation was made through an OTA, modifications and cancellations must be made through the same means, under its Policies and Conditions.
- Note : At the time of making the reservation, the guest will receive a confirmation message containing the Terms and Conditions of their stay.
Cancellations and Modifications in high season and other special dates designated by Ecoviajero : Reservations made for the Christmas season, New Year, Easter, Municipal Fairs and on the dates designated by Ecoviajero , will have the following conditions:
- All reservations must be guaranteed with a deposit equal to 100% of the total stay. In case of not making the deposit with the conditions established here, the Hotel will not be obliged to respect the reservation.
- No charges will be made if the guest cancels or modifies the reservations up to 15 days before the arrival date.
- No refund of the entire reservation will be made to the guest if he cancels or modifies the reservation less than 14 days before the arrival date, the surcharge will be 25% of the value paid.
- No refunds of any kind will be made if the Rate is established as “Non-Refundable”. This information will be given at the time of making your reservation.
Corporate Reservations, Agencies and Groups: The following additional conditions apply to these reservations:
- Reservation cancellations and modifications must be requested through the contact line at least 48 hours before the arrival date.
- Regardless of the nights reserved, if the change or cancellation is not made in the time and manner mentioned above, or if the Guest does not show up on the date of entry, the “No Show” charge will be made.
- The “No Show” surcharge corresponds to the first night of the reservation and/or 50% of the value of the reservation for the following days in case the reservation is more than one night.
- If it is a reservation corresponding to a Non-Refundable rate, Ecoviajero will not make refunds of any kind.
- If the reservation is greater than 20 people, the reservation must be guaranteed with a minimum advance payment of 30% of the total value of the reservation. The advance payment will not be refundable in case the guest does not show up at the hotel.
- If the company or travel agency has a valid credit with Ecoviajero , and they do not make the modifications and cancellations in the aforementioned time, this credit will be taken as a guarantee and the “No Show” surcharge and/or the corresponding value will be applied. to the cancellation policy.
Return Policy:
In any case , the reimbursements will be subject to the item “Accommodation reservation” of these terms and conditions.
How will we refund the money?
To request the return of your money, you must fill out a Return Form, which you can request through the contact line.
The refund of the money must be requested through the established format and it must be signed by the holder of the invoice or the cardholder.
Payment method
Keep in mind that the refund of money is made according to the payment method that you used at the time of the acquisition of the services, which can be:
- Bank transfer to the account of the holder of the invoice, when the payment has been made by transfer, check, debit card, consignment or cash.
- Manual reversal before the franchise, when the payment has been made by credit card through any face-to-face or non-face-to-face channel, said refund will only be made to the cardholder who made the reservation payment.
For money refunds in which a transfer applies, it is necessary that in addition to the refund format, the bank certification of the invoice holder must be attached.
At the time of the Return, the customer must take into account the following costs:
- Administration Operating Cost :Ecoviajero will deduct $10,000 from the total value of the return. This value corresponds to the administrative and financial costs associated with the operation of the return of the money.
Return Duration
Refund or reversal requests have a duration of up to 30 calendar days from the time of the request, in case of return or rejection because the requirements or lack of information on the form or poor completion of the form are not met , the 30 calendar days They will start counting from the moment of the correction of the request.
- The refund of the money will be made to the same means of payment that the guest used at the time of purchase and we can take up to 30 calendar days to make it, which will be counted from the approval of the request.
- For money refunds in which a transfer applies, it is necessary that in addition to the refund form, the bank certification of the reservation holder or invoice thereof must be attached.
