Terms and Conditions

Tourist Services Provision

The organization GUANABANA TOURS, S.A.S., with National Tourism Registry – RNT 47842, declares itself subject to the liability regime established by Law 300 of 1996, amended by Law 1558 of 2012, laws supplemented by the issuance of Decree 2438 of 2010 and other regulatory norms. In its capacity as an Intermediary, it has limited liability in the provision of tourist services from suppliers; likewise, it has no involvement in the decisions or policies of said suppliers.

LIMITATION OF LIABILITY: The organization GUANABANA TOURS S.A.S. informs users or travelers that we are an intermediary between users and the entities or persons in charge of providing air and land transportation, lodging, food, or any other service contracted with us (Airlines, Hotels, Operators, etc.). The organization GUANABANA TOURS is committed to ensuring the fulfillment of all services in this intermediation, with the exceptions specified in these General Conditions, and is not responsible for the non-compliance by these providers in the execution of their obligations, nor for unforeseen events caused by strikes, weather conditions, delays, earthquakes, quarantines, as well as for material, personal, or moral damages that the passenger may suffer due to loss, damage, or theft of luggage, nor for accidents, illnesses, or deaths. Should any of these situations occur, the user must submit a formal request indicating the situation that occurred, for which GUANABANA TOURS S.A.S. will assist the user as much as possible, always seeking to cause the least possible harm.

The organization GUANABANA TOURS S.A.S. does NOT assume legal responsibility for: a. Personal expenses incurred by the user during the tourist plan or the product they have taken. b. The user’s behavior, as well as for the inconveniences in which they may become involved, that lead to their removal from the excursion or tourist plan, due to behavior subject to disciplinary or penal sanctions or that which is contrary to morals. c. Regarding luggage and its contents, or any object carried by the user, since these elements and their security are the exclusive responsibility of the user.

Likewise, as they are considered unforeseen events, the responsibility of GUANABANA TOURS S.A.S. is excluded in the following events: a. Delays in land transport schedules as a consequence of road closures, whatever the reason, whether due to natural conditions or public order. b. Loss or cancellation of tourist services such as: accommodation services, tours, or others caused by the delays incurred. c. Congestion in hotels and/or delays in room delivery. d. Quarantines and other circumstances of force majeure or acts of God that alter the normal development of the provision of tourist services; however, GUANABANA TOURS S.A.S. will channel complaints and claims regarding this to the provider. e. For accidents, losses, or damages suffered by users as a consequence of imprudence or failure to observe instructions given by the carriers (bus, boats, or airplanes) and/or hotels for the proper enjoyment of their stay. f. Damages, losses, and injuries caused by land, maritime, and/or river carriers and/or hotels. g. Damages, losses, and injuries caused by carelessness and/or negligence of the user; h. Lack of timely reporting and/or failure to take custody of jewels and property belonging to the passengers. i. Failure to observe the regulations of each of the providers of the contracted tourist services.

The agency does not assume responsibility to the user or traveler for events such as accidents, strikes, riots, earthquakes, climatic or natural phenomena, security conditions, political factors, denial of entry permits, health matters, and any other case of force majeure that may occur during the trip.

All additional information regarding validity, conditions, departure taxes from Colombia and abroad, fees, charges, and other mandatory payments, preventive health measures of the destination, and assistance services must be consulted with the travel advisor or on the website https://guanabanatours.com/ at the time of making the reservation; likewise, they will be informed to the passenger and/or tourist in the travel documents, according to the characteristics that apply to each of the established and offered plans.

All prices and rates presented in the bulletin, receipt, voucher, or quotation are subject to change, availability, and validity without prior notice. Restrictions and conditions apply for each published rate according to its validity. Hotel rates depend on the selected accommodation. Cancellation policies, penalties, restrictions, and particular conditions of the package will be informed to the passenger at the time of issuing the travel documents.

In case of force majeure or acts of God before or during the trip (accidents, strikes, riots, earthquakes, climatic factors, riots, security conditions, political factors, denial of entry permits, health matters, among others), or simply to ensure the success of the plan, the operator and/or the agency may modify, replace, or cancel itineraries, dates, flights, hotels, optional services, which is accepted by the passenger at the time of purchasing the services. The refund policies for services not provided due to force majeure situations will be defined by each operator and will be confirmed once the travel documents are reserved and issued.

GUANABANA TOURS S.A.S. is not jointly liable for the sums requested for refund. Refunds, if applicable, will be made within the 30 calendar days following the request. However, if the process takes longer due to causes beyond the control of GUANABANA TOURS S.A.S., it will not recognize any interest on the sums to be refunded. The refund percentage will depend on the provider’s conditions and the agency’s administrative expenses. Likewise, the specific conditions of each plan will define the form of payment for the plan and the parameters for any applicable refund.

If a visa is required, GUANABANA TOURS S.A.S. will provide the relevant advisory, but everything related to the process, the requested documents, the study, costs, duration of the process, and the approval or rejection is under the exclusive autonomy of the consular authority. In case of visa denial, there will be no refund of the sums paid by the applicant. In any case, the processing and fulfillment of the informed requirements will be the exclusive responsibility of the passenger.

It is the prerogative of the operator or the organizer of the plan to remove from the service anyone who, due to a serious matter of a moral or disciplinary nature duly proven, threatens the normality or success of the service. GUANABANA TOURS will not be responsible if, due to legal or other matters in which the user is involved, they must withdraw from the service, nor for the additional expenses they incur as a result of these facts. Regarding services not provided at the time of the user’s withdrawal, the operator’s refund policies will apply, if applicable. GUANABANA TOURS S.A.S is not jointly liable or responsible for such refunds.

The passenger will be solely responsible for the custody of their luggage and travel documents, unless they are under the express care of the tour operator or the transportation companies with which the service is contracted. GUANABANA TOURS may guide the passenger in the event of loss of their luggage or travel documents; however, under no circumstances will it be responsible for the loss, damage, deterioration, or loss of said items.

GUANABANA TOURS S.A.S. will inform the passenger of the restrictions established by the airlines regarding prohibitions, maximum weight, and number of pieces per passenger, persons or loads permitted in attractions or tourist sites, limitations or access impediments due to maximum capacity. However, compliance with these policies, which may vary by disposition of the transportation companies, is the exclusive responsibility of the passenger. If there is any individual policy in the market regarding luggage, GUANABANA TOURS S.A.S. can refer it to the passenger and/or tourist so that they can decide whether to take it or not.

The value and form of payment for deposits or advances, tickets, reservations for sports and cultural events, fairs, exhibitions, and similar, will be subject to the conditions of the organizer of such events, which must be informed with the documentation sent by the operator.

Taxes, fees, and contributions that affect the airfares, hotel rates, and other services offered by GUANABANA TOURS S.A.S. may vary at any time by disposition of the National Government or foreign entity, as the case may be, which must be assumed by the passenger at the time of issuing the tickets or service orders.

PLEASE READ THIS DOCUMENT CAREFULLY BEFORE TAKING ANY OF THE TOURIST PLANS OFFERED BY OUR ORGANIZATION, AS BY ACCEPTING ANY OF THEM, IT WILL BE UNDERSTOOD THAT YOU ACCEPT ALL THE TERMS AND CONDITIONS EXPRESSED.

The client declares that they know and accept in their entirety these conditions, previously stated, understanding that these constitute the sole, total, and exclusive agreement, overriding any contrary pact or legal provision, regarding the terms, conditions, and restrictions of the contracted services.

In accordance with the provisions of Decree 2438 of 2010, the undersigned buyer declares having been informed and having received, understood, and accepted all the conditions and restrictions of the services and products of GUANABANA TOURS and other providers, tourist service providers, assistance, transportation, and others acquired at GUANABANA TOURS as a tour operator with National Tourism Registry – RNT-47842.

By virtue of the above and derived from the contracting of the service and payment thereof, the traveler and/or tourist accepts the terms and conditions established by GUANABANA TOURS, which can be found on the Organization’s official website, for their knowledge or any type of consultation.

We act in accordance with the provisions of Law 679 of August 3, 2001, issued by the Congress of the Republic, which establishes provisions to prevent and counter the exploitation, pornography, and sexual tourism with minors. We are also against child labor exploitation. In this sense, We abide by the considerations of Law 1336/09, Law 1329/09, and Resolution 3840/09 and their subsequent reforms.

Categorically and expressly, GUANABANA TOURS and our collaborators oppose all types of discrimination based on gender, creed, race, sexual orientation, ideology, age, origin, disability, etc., and we condemn all its manifestations. We work under principles of inclusion, equality, and respect.

In accordance with the cited regulations, all persons must prevent, block, combat, and report the exploitation, lodging, use, publication, dissemination of images, texts, documents, audiovisual files, misuse of global information networks, or the establishment of telematic links of any kind related to pornographic material or alluding to sexual activities of minors. The above being essential and a priority.