Terms & Conditions


Deadline cancellation: for flexible rates it will be 72 hours before the arrival date without penalty. For non-refundable rates, no maximum time will be applied, in this case it will be 100%

No show penalty: non- presentation of the guest on the arrival date, will give the hotel the right to release the room or keep it according to negotiation criteria, in any case, the night not presented or the total stay will be charged according to the type of purchased fare.

Early departure:  departure before the original check out date, hotel will charge to guest account the remaining nights according to the type of rate charged.

Check-in time : 3:00 pm local time

Check-out time : 12:00 pm local time

Early check in: this request for early check-in must be received 24 hours before the arrival date and may generate additional charges.

Late check out: If you need to extend the departure time scheduled by the hotel (12:00 noon), you must notify the day before to evaluate the possibility and additional charges may apply depending on the type of rate.

Booking conditions

The amount of the reserved rate is applied to the dates of stay, type of room/night and according to the number of passengers confirmed during the reservation process. Changes in the type of room, the number of nights or additional passengers may generate variations in the amounts confirmed in this document.

Minor policy

Accommodation and breakfast included (as applicable in the reserved rate) for a maximum of one (1) child under 12 years of age sharing a room with their parents in an available bed or cot. If an additional bed is required, it will be free if the space in the room allows it and the request must be made 24 hours before arrival by email, by phone or our WhatsApp.

Extra person policy

The request for accommodation and breakfast included (as appropriate in the reserved rate) for an additional person to those confirmed in the reservation, will have a value of COP 230,000 plus taxes, using existing beds or an additional bed if the space of the room allows it. The request must be made 24 hours before arrival by email, by phone or by our WhatsApp.

Fiscal Policy and Rates *

Cotelco hotel contribution COP 4,154 and optional hotel  insurance COP 6,034.

Lodging VAT  19% IVA tax exemption applies for tourist services sold in packages to non-resident Colombians and foreigners with an entry passport stamp valid for no more than 90 days and whose purpose of travel is for tourism

19% VAT: this tax will be charged to all national passengers residing in the country, in all applicable consumptions.

Consumption tax 8%: tax levied on the consumption of food and beverages for all hotel guests, regardless of their nationality or residence

Check-in and check-out policy

Room available from 3:00 p.m., except confirmed Early Check-in. Departure time at 12:00 noon, except for confirmed Late Check out. Early check-in and late check-out are subject to availability and may incur additional charges.

Currency Conversion Policy

The USD rate will be converted to Colombian pesos at the time of booking for the billing process, based on the official exchange rate.

Early departure policy

Early departure notified during the stay, will generate the total charge of the remaining nights reserved, at the confirmed base rate and VAT tax (if applicable), except optional charges.

Non-Refundable fees

Fees that have the legend “non-refundable fees” are those that, in accordance with the Hotel's policies, are not refundable except in events of warranty, right of withdrawal or reversal of payment. Therefore, if the client is not within one of these events, in accordance with what is indicated about each of them in these terms and conditions, his/her refund request regarding the contracted service will not proceed and The contracted conditions cannot be modified.

Security policy

As a hotel policy, all guests and visitors must be informed during the booking and/or during the check-in process. we suggest paying attention to this information, as unregistered individuals will not have access to rooms and areas of the hotel exclusively reserved for guests.

the hotel is committed to ensuring that all facilities, services, and operations offered to its guests strictly comply with the provisions of the police code (law 1801 of 2016).

by making a reservation, staying and/or visiting the hotel, you agree to abide by and comply with the provisions and rules provided in the police code (law 1801 of 2016) and these terms and conditions. your cooperation in this regard is essential to guarantee a safe and pleasant stay for all our guests. if any guest or visitor breaches these provisions, we reserve the right to take the pertinent measures, which may include notifying the corresponding authorities, terminating the reservation or accommodation, and/or removing the person from the hotel, through the mechanisms provided by the law.

Pets Policy

The Charleston Santa Teresa Hotel welcomes pets within its premises, including guide, service, or emotional support dogs or cats. To ensure the comfort and safety of all our guest, we kindly request that pets do not weigh more than 27 Kilograms and that they remain on leash in all permitted public areas.

It is essential to review and inquire about the Hotel´s pet policy at the time of booking. For more information, please write to thee following email address: res@hotelecharleston.com or call+ 57 605 6649494

Right of Withdrawal

Consumers who purchase through this e-commerce page are guaranteed the right to withdrawal from the purchase within a maximum period of five (5) business days from the date on which they make the reservation. Thus, to exercise the right of withdrawal, in accordance with Colombian law, consumers must contact one of the Hotel's PQRS channels and inform their intention to exercise the right of withdrawal, a request that will be verified by the Hotel in accordance with the current Law and these terms and conditions.

The following requirements must be complied by the consumer so that the exercise of his/her right of withdrawal proceeds:

  1. Be within the maximum period of five (5) days described above.
  2. The Hotel’s services could not have been provided or started to be provided.

The Hotel will refund the consumer in money with all sums paid without making discounts or withholdings for any reason. In any case, the refund of the money to the consumer may not exceed thirty (30) calendar days from the moment in which the right of withdrawal was exercised.

Customer Service (PQRS)

The consumers may present their requests, complaints or claims to the Hotel through these channels:

E-mail: info@hotelescharleston.com

The Hotel's opening hours are from Monday to Friday, from 9:00 am to 4:00 pm.

Breathe easy, smoke free space

By provision of Law 1335 of 2009, the Charleston Santa Teresa hotel is a smoke-free space, therefore the consumption of cigarettes within the hotel spaces is prohibited, infringing this law, generates a fine of USD $500 or COP$1,500,000 that will be charged to the guest's account.

Sex tourism prevention policy

HOTEL CHARLESTON SANTA TERESA supports and complies with Laws 679 of 2001 (Art. 16, 17 and 19), 1336 of 2009, Law 599 of 2000 and Resolution 3840 of 2009 whose purpose is to dictate protection measures against exploitation, pornography, sex tourism and other forms of sexual abuse against children and adolescents.

Fortuitous and Force Majeure 

 If for any reason beyond the reasonable control of the Hotel or the Client (including, but not limited to, strikes, labor disputes; laws, regulations or orders issued by government authorities; civil disorder; disasters, terrorist acts, acts of war; event fortuitous and force majeure; fire, flood or other emergency situation; delays in necessary and essential repairs to the Hotel) it is impossible or illegal for the Hotel or the Client to comply with the obligations acquired at the time of the reservation, such non-compliance is considered excused and affected party can reschedule or cancel without any additional liability (penalty charges), and deposits made will be refunded. The Parties agree to negotiate in good faith the rescheduling reservation canceled by chance or force majeure.