CONCEPTS
For the greater clarity of our guests and customers, the following concepts related to reservations and payments are defined:

General Information and Services
Some guest rooms may feature balconies, terraces, patios, or other outdoor areas that may not be suitable for minors. Guests traveling with minors are advised to contact the Hotel in advance regarding available accommodation options suitable for minors.

Connecting or adjoining rooms are subject to availability and must be requested before or during the reservation process.

The Hotel accepts payment in cash (up to COP 5,000,000), debit cards, and credit cards accepted by the Hotel.

Additional services, including breakfast, airport transfers (airport–hotel–airport), local transportation, and other supplementary services, may be subject to additional charges. Any applicable fees will be communicated to the guest at the time of booking, request, or when the service is provided.

Maximum Cancellation Period
For flexible rates, cancellations may be made up to 72 hours prior to the arrival date without penalty. For non-refundable rates, no cancellation period applies, and a 100% penalty will be charged.

No-show Penalty
Failure of the guest to arrive on the reserved date shall entitle the Hotel to release or retain the room at its discretion. In any case, the no-show night or the total stay will be charged according to the type of rate purchased.

Early Departure
An early departure corresponds to leaving before the originally reserved departure date. In such cases, the Hotel reserves the right to charge the remaining nights according to the type of rate purchased.

Check-in Time
The Hotel will make the room corresponding to the reserved rate available to the guest from 3:00 p.m. local time.

Check-out Time
The Hotel must receive the room from the guest in good condition by 12:00 noon local time.

Early Check-in
Requests for early check-in, prior to the established check-in time, must be received at least 24 hours before the arrival date and may be subject to additional charges.

Late Check-out
If the guest wishes to extend the scheduled check-out time (12:00 noon), notice must be given the day before so that availability can be assessed. Additional charges may apply depending on the type of rate.

Use of Hotel Facilities and Services
The use of the swimming pool, fitness center, spa, terrace, and all other Hotel facilities is subject to the Hotel's internal policies and operating hours.

Access to and use of the swimming pool, fitness center, terrace, and any other restricted-access areas are reserved exclusively for duly registered Hotel guests.

Guests under eighteen (18) years of age must be accompanied and supervised at all times by a responsible adult in all areas where access by minors are permitted. Access to the spa by minors may be restricted or subject to the conditions established by the Hotel for each service.

The Hotel reserves the right to restrict or suspend access to any of its facilities whenever necessary for reasons of safety, maintenance, occupancy limits, regulatory compliance, or failure to comply with the Hotel's internal policies.

Spa
Massage services, spa treatments, and other specialized services may require prior reservation and are subject to availability.
Spa treatments and services are exclusively intended for guests over 18 years of age. Therefore, treatments for minors are not permitted.

Gym
The gym is available exclusively to registered Hotel guests 24 hours a day.

To ensure the safety of all users, access is not permitted to minors. Guests are required to use the facilities and equipment responsibly, comply with all safety regulations, and maintain the cleanliness and order of the area. The Hotel shall not be liable for any injuries or accidents resulting from the improper use of the equipment or from failure to comply with these provisions.

19% VAT
This tax will be charged on all applicable consumptions to Colombian residents.

8% Consumption Tax
This tax applies to the consumption of food and beverages for all Hotel guests, regardless of nationality or place of residence.

RESERVATION POLICIES

The confirmed room rate applies to the reserved stay dates, room type/night, and the number of guests confirmed during the reservation process. Changes to the room type, number of nights, or additional guests may result in adjustments to the amounts confirmed in this document.

Additional Guest Policy
Accommodation and breakfast are included for a maximum of one (1) child between 0 and 3 years of age at no additional charge. Children between 4 and 11 years of age will be charged COP $150,000 per night, plus applicable taxes. Children aged 12 years and older will be charged COP $250,000 per night, plus applicable taxes. These additional charges include breakfast.

If an extra bed is required, it will be provided at no additional charge, provided the room has sufficient space. Requests must be made at least 24 hours prior to arrival via email, telephone, or WhatsApp.

Accommodation and breakfast (when included in the reserved rate) for one additional guest beyond those confirmed in the reservation will incur a charge of COP $250,000 plus applicable taxes, using the existing bedding or an extra bed, subject to room capacity. Requests must be made at least 24 hours prior to arrival via email, telephone, or WhatsApp.

Minor Policy
If you are traveling with children, certain documents must be presented at the Hotel in order to complete the registration of the minor. Please review the following requirements:

1. Minor accompanied by both parents
   -Minor's identification document.
   -Identification documents of both parents.
   -Any additional documentation reasonably required to verify the parent-child relationship.

2. Minor accompanied by one parent
   -Minor's identification document.
   -Identification document of the accompanying parent.
   -Any additional documentation reasonably required to verify the parent-child relationship.

3. Minor accompanied by a legal guardian, custodian, or legal representative
   -Minor's identification document.
   -Identification document of the legal guardian, custodian, or legal representative.
   -Documentation evidencing the corresponding legal guardianship or custody.

4. Minor accompanied by an authorized third party
   -When the minor is accompanied by a person other than their parents, legal representative, or the person legally exercising custody.
   -Minor's identification document.
   -Identification document of the accompanying adult.
   -Completed Charleston Hotels form and a written authorization signed by the parent, legal guardian, or person exercising legal custody of the minor, duly notarized by a Notary Public.
   -Copy of the identification documents of the person granting the authorization.
   -Any additional supporting documentation the Hotel may reasonably require to verify the legitimacy of the accompaniment.

The authorization must clearly specify the following information: VIEW THE FORMAL DOCUMENT HERE
-The minor's full name.
-The name of the person authorized to accompany the minor.
-The travel or stay dates.
-The Hotel or intended destination.
-The contact information of the parent or legal representative granting the authorization.

Hoteles Charleston reserves the right to deny the registration, admission, or continued stay of any minor when it is not possible to adequately verify the legitimacy of the accompaniment, the identity of the parties involved, or when circumstances exist that may pose a risk to the safety, well-being, or integrity of the minor. VIEW THE FORMAL. DOCUMENT HERE

Tax and Rate Policy*
19% VAT on accommodation (exemptions apply to eligible foreign visitors and non-resident Colombians, subject to immigration stamp requirements). An 8% Consumption Tax applies to rates including breakfast and package reservations. A hotel contribution of COP 4,154 payable to Cotelco and an optional hotel insurance fee of COP 6,034 may also apply.

The exemption from the 19% VAT on accommodation applies to tourism services included in packages sold to non-resident Colombians and foreign visitors whose immigration entry stamp is no older than 90 days and whose purpose of travel is tourism.

Check-in and Check-out Policy
Rooms are available from 3:00 p.m., unless an Early Check-in has been confirmed. Check-out time is 12:00 noon, unless a Late Check-out has been confirmed. Early Check-in and Late Check-out are subject to availability and additional charges may apply.

Currency Conversion Policy
Rates confirmed in U.S. Dollars (USD) will be converted into Colombian Pesos (COP) at the time of payment, based on the official exchange rate in effect on the payment date.

Early Departure Policy
Early departures notified during the stay will result in the full charge of the remaining reserved nights at the confirmed room rate, plus applicable VAT (if applicable), excluding optional charges.

Non-Refundable Rates
Rates identified as "Non-Refundable Rates" are, in accordance with the Hotel's policies, non-refundable except in cases related to warranty rights, the statutory right of withdrawal, or payment reversals as provided by applicable law. Therefore, if the guest's request does not fall within any of these circumstances, as set forth in these Terms and Conditions, no refund shall be granted for the contracted services, nor shall any modification to the reservation conditions be permitted.

Security Policy
For security, control, and compliance with applicable laws and regulations, access to guest rooms and areas designated exclusively for Hotel guests shall be limited to duly registered guests. All guests and visitors must be declared during the reservation process and/or registered at check-in, as applicable. Individuals who are not properly registered or authorized will not be permitted to enter guest rooms or restricted guest-only areas.

The Hotel may, at any time, request the presentation of valid identification from any person on its premises and verify whether such individual is a registered guest or an authorized visitor. Accordingly, the Hotel reserves the right to deny, restrict, or revoke access to any person who fails to comply with its registration, identification, or authorization procedures or with any applicable internal policies.

The Hotel represents that its facilities, services, and operations comply with the applicable provisions of Colombia's National Code of Citizen Security and Coexistence (Law 1801 of 2016). By making a reservation, staying at, or entering the Hotel's premises, guests and their visitors acknowledge and agree to comply with all applicable laws and regulations, the Hotel's internal policies, and these Terms and Conditions.

Failure to comply with these provisions may result in restricted or denied access to certain areas of the Hotel, a request to leave the premises, the cancellation or termination of the reservation and/or accomodation agreement and, where applicable, notification to the competent authorities, together with any other measures permitted under Colombian law and the Hotel's internal policies.

Pet Policy
Hotel Charleston Santa Teresa welcomes pets, including guide dogs, service animals, and emotional support animals. To ensure the comfort and safety of all our guests, pets must not exceed 27 kilograms (59.5 lbs.) and must remain on a leash at all times while in permitted public areas.

Guests are encouraged to review and request the Hotel's Pet Policy at the time of booking. For further information, please contact res@charlestonsantateresa.com or call +57 605 6649494.

RIGHT OF WITHDRAWAL

Consumers who make purchases through this e-commerce website are guaranteed the right to withdraw from their purchase within a maximum period of five (5) business days from the date on which the reservation is made. Accordingly, to exercise the right of withdrawal under Colombian law, consumers must contact the Hotel through one of its Customer Service (PQRS) channels and notify their intention to exercise this right. The request will be reviewed by the Hotel in accordance with applicable Colombian legislation and these Terms and Conditions.

For the request to exercise the right of withdrawal to be valid, the consumer must meet the following requirements:

Be within the maximum period of five (5) business days described above.

The Hotel services must not have been provided or begun to be provided.

The Hotel will refund the consumer all amounts paid, without applying any deductions or withholdings whatsoever. In any event, the refund shall not exceed thirty (30) calendar days from the date on which the consumer exercised the right of withdrawal.

Customer Service (PQRS)
Consumers may submit their requests, complaints, claims, or suggestions to the Hotel through the following channel:

Email: info@hotelescharleston.com

The Hotel's customer service hours are Monday through Friday, from 9:00 a.m. to 4:00 p.m.

Breathe Easy – Smoke-Free Environment
In accordance with Colombian Law 1335 of 2009, Hotel Charleston Santa Teresa is a smoke-free property. Smoking is strictly prohibited throughout the Hotel premises. Failure to comply with this policy will result in a penalty of USD $500 or COP $1,500,000, which will be charged to the guest's account.

Sex Tourism Prevention Policy
HOTEL CHARLESTON SANTA TERESA supports and complies with Laws 679 of 2001 (Articles 16, 17, and 19), 1336 of 2009, 599 of 2000, and Resolution 3840 of 2009, which establish measures for the protection of children and adolescents against commercial sexual exploitation, pornography, sex tourism, and all other forms of sexual abuse.

Force Majeure and Acts Beyond Reasonable Control
If, for any reason beyond the reasonable control of either the Hotel or the Guest (including, but not limited to, strikes, labor disputes, laws, regulations or orders issued by governmental authorities, civil unrest, natural disasters, terrorist acts, acts of war, force majeure events, fires, floods, or other emergencies, as well as delays resulting from necessary and essential Hotel repairs), it becomes impossible or unlawful for either party to fulfill the obligations undertaken at the time of booking, such non-performance shall be deemed excused. The affected party may reschedule or cancel the reservation without incurring any additional liability (including cancellation penalties), and any deposits paid will be refunded.

The Parties agree to negotiate in good faith the rescheduling of any reservation cancelled due to force majeure or events beyond reasonable control. Deposits paid may be applied to the rescheduled reservation. Any force majeure event or circumstance beyond reasonable control must be reported and duly documented to the Hotel no later than three (3) business days after such event or circumstance has ceased.