Terms and conditions
Official website of Cafam Hotels
Cafam Melgar Vacation Center – Terms and Conditions
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Index
1. Introduction
2. Booking Policy
Individual Reservations
Group and Event Reservations
Deadlines and Payments
Cancellations and Refunds
Modifications and Postponements
Force Majeure
3. Terms and Conditions
Website Use
Customer Rights and Responsibilities
Payments and Guarantees
Liability and Limitations
Personal Data Protection
Applicable Law
4. Water Park
5. Pet-Friendly Zone
6. Frequently Asked Questions (FAQ)
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1. Introduction
This document outlines the rules for making bookings, payments, cancellations, and changes at the Cafam Melgar Vacation Center, ensuring transparency and clarity for all guests.
For more information and recreational activity schedules, visit: https://www.cafam.com.co/turismo
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2. Booking Policy
Individual Reservations
Official booking channels: website, Contact Center, and authorized offices.
On the website, reservations are confirmed only after full payment (100%) of the total package cost.
Group and Event Reservations
Applies to groups of 15 or more people, or when additional services (halls, activities) are included.
Payment: 30% within 3 days of booking, and the remaining 70% as follows:
– 30 days before the event during high season.
– 10 days before the event during low season.
Cancellation policy:
– 15 days before arrival in low season.
– 30 days before arrival in high season.
Holiday weekends require a minimum stay of 2 nights (Saturday and Sunday).
Cancellations and Refunds
– Cancellations made within the stated time limits: full refund.
– Cancellations made after the deadline: penalty according to the voucher.
– No-show: charged according to Law 300 of 1996, Article 65.
– For card payments, transaction fees may apply.
Modifications and Postponements
Up to 3 date changes are allowed, subject to availability.
Changes after the deadline may incur a penalty equal to the first night or the full package.
Force Majeure
No penalties apply in verified cases (natural disasters, certified emergencies, public order situations).
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3. Terms and Conditions
Website Use
Guests must provide truthful and accurate information.
Online payments are processed through secure platforms.
Customer Rights and Responsibilities
Check-in: 4:00 p.m. (hotels) / 6:00 p.m. (houses)
Check-out: 11:00 a.m.
Guests must follow the internal rules of the Vacation Center.
Payments and Guarantees
Payment terms and percentages may vary depending on the season.
Penalties apply for late payments or cancellations.
Liability and Limitations
Cafam is not responsible for the loss of personal belongings.
Some services may vary depending on operational availability.
Personal Data Protection
Personal data is handled in accordance with Law 1581 of 2012 and our Privacy Policy.
Guests may exercise their rights through the channels indicated in the policy.
Applicable Law
All transactions are governed by current tourism regulations in Colombia.
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4. Water Park
General hours: 9:00 a.m. – 5:00 p.m.
Maintenance closures:
– Low season: closed Monday and Tuesday.
– Holiday weekends: closed Tuesday only.
– High season: open every day.
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5. Pet-Friendly Zone
Entry allowed for pets with up-to-date vaccination and deworming records (proof required).
Restrictions:
– Maximum height: 50 cm
– Maximum weight: 20 kg
– Up to 2 dogs per house and 1 per hotel room.
– The following breeds are not allowed: American Staffordshire Terrier, Bullmastiff, Doberman, Dogo Argentino, Fila Brasileiro, Neapolitan Mastiff, Pitbull Terrier, Bull Terrier, and American Bully.
Owner Responsibilities:
– Pick up waste and carry a hygiene kit.
– Leash required at all times; muzzle required for certain breeds.
– Pets must not be left alone in rooms or vehicles without notice.
– Hotel beds, towels, and linens cannot be used for pets.
– If a pet disturbs other guests or shows aggressive behavior, the stay may be terminated.
Additional Notes:
– Pets cannot be bathed in room bathrooms.
– Muzzles are required for the “Cafachivas” attraction.
– Pet-Friendly access does not apply to day-pass visitors.