Terms & Conditions

Accommodation services are provided by POSADA TURÍSTICA ESTRELLA DE AGUA, tax ID (NIT) 41915212, owner of the business establishment Hostal Estrella de Agua, located at Cra. 5 #6-24, Salento, Quindío, Colombia, and registered in the Colombian National Tourism Registry (RNT) under number 25449.

Contact channels: salentohostalestrelladeagua@gmail.com and +57 310 5053160.

These terms govern the booking, payment, modification and cancellation of accommodation services contracted directly with the hostel, whether through estrelladeagua.com, the booking engine at reservas.estrelladeagua.com, WhatsApp, email or in person.

By confirming a booking, the guest declares that they have read, understood and accepted these terms.

Rates are stated in Colombian pesos (COP) and correspond to the value per room or per bed, per night, according to the type of accommodation booked.

Published rates do not include taxes and may change until the booking is confirmed. The applicable rate is the one in force when the booking is confirmed.

Under Colombian tax rules, accommodation services provided to foreign guests who are not residents in the country may be exempt from VAT. To apply the exemption, the guest must present their passport and the document or stamp evidencing their entry into the country at the time of registration.

A booking is only confirmed once the hostel receives the deposit and sends the corresponding confirmation.

The deposit is 50% of the total value of the stay. In high season, long weekends, other high-demand dates and group bookings, the hostel may require a deposit of up to 100% of the total value, informing the guest before confirmation.

The deposit is applied against the total value of the stay. The balance is due at check-in at the latest.

Cancellations communicated 7 or more calendar days before the arrival date entitle the guest to a refund of 100% of the amounts paid.

Cancellations communicated less than 7 but 3 or more calendar days before the arrival date result in a charge of 50% of the total value of the booked stay.

Cancellations communicated less than 3 calendar days before the arrival date result in a charge of 100% of the total value of the booked stay.

If the guest does not arrive on the arrival date without notice, the full value of the booked stay is charged and the hostel is free to release the accommodation.

Nights not used because of an early departure are not refundable.

Moving a booking to new dates is not treated as a cancellation and is governed by clause 7.

Cancellations must be communicated by WhatsApp or email and only take effect once the hostel confirms them in writing.

Applicable refunds are made through the same payment method used by the guest, unless the parties agree otherwise.

The time it takes to be credited depends on the guest's financial institution and may take up to 30 business days.

The hostel refunds 100% of the amounts it actually received, with no fees deducted. Any currency conversion or transfer charges applied by the guest's own financial institution are outside the hostel's control and are not refundable by it.

Changes of dates, room type or number of guests are subject to availability and to the rate in force for the new conditions.

A date change carries no penalty, administrative charge or cost of any kind, regardless of how far in advance it is requested. If the rate applicable to the new dates is higher than that of the original booking, the guest pays only the difference.

The deposit already paid is retained and applied to the value of the modified booking. The cancellation rules in clause 5 apply only when the guest decides to cancel, not when they move their booking to new dates.

Bookings made through online travel agencies or other intermediaries are governed by the payment and cancellation conditions accepted on that platform, which may differ from the ones described here.

Requests to modify, cancel or refund those bookings must be handled directly with the corresponding platform.

Check-in is between 3:00 p.m. and 11:00 p.m. and check-out between 7:00 a.m. and 11:00 a.m. Arrivals or departures outside these hours must be arranged with the hostel in advance.

All guests must present a valid identity document or passport at registration. The hostel is required to keep a guest register, to report it through the Accommodation Registration Card (TRA) of the Ministry of Trade, Industry and Tourism, and to report the accommodation of foreign nationals to the Colombian immigration authorities.

That register requires more than a name — among other fields, the purpose of the trip, where the guest is arriving from and their next destination. Providing them is essential in order to stay; the detail of what is asked and why is in our privacy policy.

The hostel may store the guest's luggage before check-in or after check-out, without this implying any liability for its contents.

Minors must be accompanied by their parents or legal guardian, or hold their written authorisation, as required by Colombian law.

The hostel rejects and reports all forms of sexual and commercial exploitation of children and adolescents, in compliance with Colombian Laws 679 of 2001 and 1336 of 2009.

Quiet hours are from 11:00 p.m. to 7:00 a.m. Smoking is not allowed in enclosed spaces.

Unregistered visitors may not stay overnight at the hostel.

The hostel may end a stay, without refund, where a guest seriously or repeatedly breaches these rules or affects the safety and quiet enjoyment of others.

The full detail of the internal rules, with the timetables and the charges that may apply, is published on the hostel's house rules page and handed to the guest at check-in.

The hostel reserves the right of admission and the right to end a stay. It may refuse entry to, or end the stay of, anyone who refuses to register or to present identification, is intoxicated or under the influence of drugs, assaults or endangers other people, or breaches the house rules in clause 11. This right is exercised only on objective grounds of safety, quiet enjoyment or legal compliance, and never on discriminatory grounds.

At check-in the guest is made aware of and accepts the hostel's internal rules, together with the charges that apply if they are broken, the amount of which is stated at that same moment.

Chargeable breaches include, among others, smoking in enclosed or unauthorised areas, breaking quiet hours, late check-out, loss of or damage to the room's fittings, and using beds or rooms other than those assigned in the booking. The applicable amounts are published on the hostel's house rules page.

Where a stay ends for any of these reasons, no refund is due for the nights not used, without prejudice to charging for any damage caused.

Guests are liable for any damage they cause to the hostel's facilities, furniture or equipment, as well as for damage caused by people under their responsibility.

The hostel is not liable for the loss of money, documents or valuables that have not been handed over for safekeeping.

Items left behind are kept for 30 calendar days from the departure date. Shipping them to the guest, where possible, is at the guest's expense.

Where the hostel cannot provide the service due to force majeure or unforeseeable circumstances, such as natural disasters, road closures, health emergencies or orders from a competent authority, it will offer the guest a change of dates or a refund of the amounts actually paid, with no further compensation due.

Personal data provided during booking and registration is processed in accordance with Colombian Law 1581 of 2012 and its implementing decrees, for the purposes of managing the booking and the stay, issuing invoices and complying with legal registration and reporting duties.

Data subjects may access, update, correct or request the deletion of their data by writing to salentohostalestrelladeagua@gmail.com.

The full detail of the purposes, retention periods and the procedure for exercising your rights is set out in our personal data processing policy.

These terms are governed by Colombian law. Requests, complaints and claims may be sent to salentohostalestrelladeagua@gmail.com and will be answered within the legal deadlines.

Without prejudice to the above, guests may also turn to the Superintendency of Industry and Commerce and other competent authorities.

The hostel may update these terms at any time. The version that applies to each booking is the one in force at the moment it is confirmed.