Cancellation Policy

Terms applicable to bookings and stays

1. Standard Bookings (Short Stays)

For individual short-stay bookings made directly through our official channels (website, WhatsApp, email), we offer two rate plans that you choose at booking:

Strict rate: free cancellation with a 100% refund up to 7 days before the check-in date.
Flexible rate: free cancellation with a 100% refund up to 24 hours before the check-in date.

Late cancellation: on either plan, if you cancel after your rate's deadline, the first night + taxes + 3.5% of the total booking value is charged (the 3.5% covers non-refundable payment-processing costs) and the rest is refunded.

No-show: if you do not cancel and 24 hours pass after your check-in time, you lose the right to a refund (nothing is refunded).

2. Promotional or Special Rates

Some promotional or campaign rates may carry their own cancellation conditions, which are clearly stated at the time of booking. In those cases, the conditions shown on your booking prevail.

3. Long-Term Stays (Extended Stay)

Long-term stay services correspond to the modality of long-term tourist accommodation and are governed by the commercial rules of the lodging contract (Colombian Code of Commerce), under no circumstances constituting a residential urban lease agreement governed by Law 820 of 2003. For stays exceeding 30 days, the following conditions apply:

Penalty-Free Early Departure: You may end your stay earlier than planned with no penalty. Your rate is recalculated to the bracket matching the actual length of your stay (for example, if you booked the 6-month bracket and leave in the fourth month, the 3-to-5-month bracket rate applies).
Notice: We only ask that you notify your departure at least 2 days in advance. If this notice is not given, those 2 days will be charged as an additional fee.

4. Refund Process

Approved refunds will be processed using the same payment method used for the original booking. The final credit time on the guest's bank account or credit card depends on the processing times of the issuing bank (up to 15 business days, depending on your payment method).