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EUROPA SUITES POLICY

We strive to provide our guests with an exceptionally clean, safe, and friendly experience. The following Policy/House Rules have been established based on industry standards, management and operational procedures, and our personal experience of owning and operating the Europa Suites. These Policy/House Rules are considered a part of our reservation agreement with you. As our guest, by reading and signing your hotel registration you are agreeing to abide by all our Policy/House Rules, terms and conditions, and procedures. These Policy/House Rules are presented here to help promote our guests’ safety and enjoyment and to ensure that each guest is aware of the understandings between the Europa Suites and the guest. Our Policy/House Rules may change from time to time, so please check back often.

CHECK-IN TIME:   Please have in mind our check is at 3:00 p.m. 

CHECK-IN REQUIREMENTS:

Guests must be at least 18 years of age to check in at Europa Suites. In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification, at check-in such as the passport, foreign cedula or citizen cedula in case of being Colombian. 

EARLY CHECK-IN/PRE-REGISTRATION:

Early check-in is offered based on availability, and it cost depends on the time you want to arrive. If you require a guaranteed check-in for arrival prior to 3 p.m. then Pre-Registration and payment may be required. Please contact Front Desk staff directly to make reservations and complete a credit card authorization form prior to your arrival. 

DIRECT RESERVATIONS GUARANTEED:

All reservations must be guaranteed with a valid major credit card, paying the 50% of the total amount before arriving. We accept Visa, Master Card, American Express, and Discover Card. We will charge your credit card at the time you do the reservation, to confirm it and secure the reservation period. Another 50% will be charged when you arrive to our place. You should send us your email address just to be sure you will receive a reservation confirmation number. 

PAYMENT: 

We accept Visa, Master Card, American Express, and Discover Card, we also accept cash on the front desk in case of walk-in. Pursuant to credit card agreements, credit cards are not valid unless signed by the cardholder. Credit cards must be signed. Cash (USD) payment is welcomed. All guests are required to present a valid major credit card and government issued photo identification even if guests are planning on paying in cash upon check-out. Checks, foreign currency, and crypto currency are not accepted, only American dollars. 

CANCELLATION: 

Europa Suites is not responsible for weather conditions, personal emergencies, or schedule changes. If for any reason you need to cancel you must notify us at least 1 month in advance, then we will refund 100%, if you do it 15 days in advance, we will refund half of what you paid, and if you do it on the same week there is no refund. 

In case you make your reservation 15 days or less in advance, the reservation must be cancelled forty-eight (48 hours), prior to your arrival date, to avoid a one (1) night full room cancellation fee. If reservations are cancelled less than 48 hours before the arrival date, your credit card may be charged the full room charge plus taxes. If you are staying more than one (1) night, only the first night and taxes will be charged. If you cancel any reservation, you must obtain and save the cancellation number for your records. 

NO SHOW CHARGES:

Failure to check in on the scheduled arrival date for a reservation guaranteed with a credit card will result in a No-Show fee being charged to your credit card.  You will only be charged the first night, one (1) night’s full room rate plus taxes and the balance of the reservation will be cancelled.

CHECKS AND CHECK CASHING:

We do not accept checks. We do not provide check cashing services.

CURRENCY TRADING: 

We do not have a currency trading service, but we can recommend other places where is possible to do it. 

DISCOUNTS:

Europa Suites does not have a specific discount rate. In case of low seasons, social problems, strict quarantines, there can be a discount, it Will be made on the total price published in the different sales channels (Airbnb, Booking, Expedia, etc.), It’s strictly necessary that you get in contact with the front desk which can help you to get a discount in case of being possible, always having in mind the conditions. 

RESERVATION AND PAYMENT FOR GUESTS BY PRIVATE THIRD PARTIES:

Generally, third party payment is not permitted. In the case of paying for a family member if you will not be physically present at our place, we require prior completion and approval of a Credit Card Authorization. You will be responsible for all damages and loss. We reserve the right to refuse reservation at any time for any reason.

GROUP RESERVATIONS: 

Large group/Block reservations must be cancelled seventy-two (72) hours prior to arrival date.  Reservations cancelled after that date may be charged one (1) full room charge plus tax for each room reserved and the balance of their reservations cancelled.

TAX EXEMPT GUESTS:

Guests with GSA payment cards will be taxed or exempt in accordance with their individual card status. If tax exempt status cannot be verified at check-in you will be charged a lodging tax until verification is made.

RATES:

All rates are quoted in United States currency, plus tax.  Rates may increase without notice.  Rates as advertised on the Europa Suites website, or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion. 

GUEST REGISTRATION:

We require valid contact information from the guest making the reservations including first and last name, address, phone number, signature and passports or ID. The names of all guests occupying the room must be registered. 

VISITORS:   

No visitors under +18. Visitors must be registered in Front Desk upon their arrival, we only allow visitor if they present their original ID, (Passport, cedula, etc.).  Visitors must be always accompanied by the registered guest. As a registered guest, you are responsible for your visitor at all times.

RIGHT TO REFUSE SERVICE:   

Europa Suites is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that does not violate national or State laws.  All Europa Suites has a zero-tolerance policy in which we will refuse to admit or refuse service or accommodation in our place or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by the country and the owners for the operation and management of the building. Europa Suites will refuse service or evict a guest: for refusal or failure to pay for accommodations, is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion as to disturb the peace of other guests or is not in compliance with state liquor laws; acts in a disorderly fashion as to disturb the peace of other guests; is unable to properly supervise their children at all times, seeks to use our place for an unlawful purpose; seeks to bring into the building: an unlawfully possessed firearm; or something, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to our property or guests; causes or permits persons to exceed the maximum allowable occupancy of room, refuses to abide by the reasonable standards or policies established by the company for the operation and management of our place.

CHECK-OUT TIME:  Room rental period expires at 11:00 a.m. Additional day charge, plus tax may apply for late checkout.

CHECK-OUT PROCEDURE:

Please check-out with Front Desk, leave your room keys with our staff, and have in mind during the checkout you should wait for a few minutes while our staff check everything is in perfect condition in your room. Then housekeeping may begin cleaning your room as soon as possible. If you require a later check-out, please contact Front Desk prior to the day of your departure and we will do our best to accommodate your request. A charge may apply for late check-out.

EARLY DEPARTURE:

Guests who check out of our place after 11:00 a.m. and prior to their scheduled departure date are subject to an early departure fee of $100USD. Europa Suites reserves the right to increase or decrease this rate. 

If you need to leave before the estimated check out time, we kindly ask you to notify us in advance, we also require if at the time of your departure there are no staff at the front desk, you leave the room keys to our security staff. The moment we arrive we will verify that everything is fine, and we will let you know.

SPECIAL REQUESTS:

We will make every effort to honor special requests such as a specific floor or room number, adjoining rooms, roll-away beds, refrigerator/microwaves, etc. upon your arrival. All special requests are noted on reservations, and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance. 

HOUSE RULES

100% SMOKE-FREE: 

Europa Suites has been 100% Smoke-Free since its beginning. For safety and to assure that our facility is not exposed to items or actions that create an odor which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture we do not permit smoking tobacco, marihuana, illegal drugs, cartridges containing the liquid of nicotine, hookahs, incense, cooking, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility. 

Guests are encouraged to notify Front Desk staff immediately if they smell cigarette, marihuana, or other objectionable odors. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others. Marihuana is always prohibited.

NO-COOKING, COOKING APPLIANCES, COMBUSTIBLES, OR FIREWORKS:

The safety of our guests, staff, and this facility is extremely important to us. Except for the microwave and refrigerator units that our place provides, preparation of food in guest rooms by any type of cooking appliances is prohibited, only on our Penthouse, that has its own cooking area.  A minimum fee of $300.00 will be charged for cooking in a room, including, but not limited to coffee makers, hot plates, toaster ovens, water heaters, rice cookers, combustible, open flame, barbecue grill, burners, heating appliance, or any other item intended for cooking. Open fires, flames or cooking grills, either charcoal or gas, and fireworks are not allowed anywhere on hotel property. 

MICROWAVE/REFRIGERATOR:

Except for the microwave and refrigerator units that our place provides, preparation of food in guest rooms by any type of cooking appliances is prohibited. All rooms have a microwave and refrigerator unit. We ask that you refrain from microwaving any pungent food as the odor is difficult to remove from fabric, a cleaning fee may be assessed. Most commercially prepared food intended for the microwave has not previously caused a problem, so we suggest that option. Microwaving your fresh caught trout will be an issue.

QUIET HOURS:  

10:00 p.m. to 9 a.m. on weekdays, we are in a very loud site and on the weekends, we do not have a quiet hour due to the noise from outside. But if you become aware of a disruptive guest, please contact Front Desk staff immediately by room phone or in person. T.V, voices, or other devices must be kept at a respectful low level at all times.  Doors should be opened and closed quietly. No congregating or running in halls.

CONNECTING ROOM POLICY:

Connecting rooms are subject to availability and can only be booked directly through the hotel. Please call the hotel directly to discuss available configurations. 

PETS: Not allowed at the moment. 

DO-NOT DISTURB AND ACCESS TO ROOMS:

To provide all our guests with an exceptionally clean and safe hotel experience, we provide daily housekeeping. Our Housekeeping Staff will honor the “IN” door hanger once during a twelve-hour period indicating that the room is occupied. The Housekeeping Staff is required to enter the room at subsequent times to clean the room, check for safety, and verify the condition of the room. Management reserves the right to enter a room with a known status of “IN” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Policy/House Rules. In the event of suspected illegal activity, management reserves the right to summon law enforcement to aid in eviction. The right to privacy ends when a Policy/House Rule is broken. Law enforcement will be granted immediate access to the property and rooms of evicted guests.

CHILDREN:  

Children are not allowed in our property as it is not considered a family hotel. Europa Suites is focused on big groups of friends, couples, and business travelers.

MAXIMUM OCCUPANCY:

Room occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to rent another guestroom for proper accommodations or vacate the place. Each room has two bedrooms; therefore, the maximum capacity would be four (4). Penthouse has a ten (10) to fifteen (15) people capacity. 

ROOM KEYS:

Room keys are issued to the registered guest(s). No room keys will be issued to youth under 18 at any time. A lost key will be charged in your credit card, or you can pay $12USD in cash at the front desk. Please return room keys to Front Desk at Check-out. 

HOUSEKEEPING/ROOM INSPECTION:

Housekeeping is provided daily between the hours of 9 a.m.-2 p.m. This is a 100 % NON-SMOKING place, including medical marihuana. Rooms are cleaned and inspected daily, and a detailed log is maintained on each room and linen. Rooms are rented to guests in appropriate condition without any prohibited odor. Housekeeping and Front Desk staff are trained and skilled in identifying the odors from prohibited items. If our investigation concludes that you have smoked in your room, cooked, or brought a prohibited item into our facility, you will be fined, and evicted without any refund. If you don’t want housekeeping, please inform to the front desk also if you need an extra housekeeping during the day, this will be charged as an additional service. 

Our penthouse is the only room in our property that has a cleaning fee $40USD for the main room and $20USD for each of the rooms on the 4th floor (4 rooms). 

LINEN CHANGING:

Your comfort is very important to us. For guests staying multiples nights, bed linen is changed on a rotation schedule. Used towels are exchanged for fresh towels daily. If Housekeeping is unable to change a bed due to personal items left on a bed, a note will be left. Housekeeping will be happy to change your bed linens and make your beds each day if all personal items are removed.  Please contact our Front Desk staff if you have any additional questions or concerns.

LOST & FOUND POLICY:

Europa Suites assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please contact us immediately +57 324 679 6100 and we will try to assist you in locating your lost item. 

FOUND ITEMS:

Europa Suites is not responsible for any item left behind by a guest. However, any item, except for perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to thirty (30) days. Records of Lost & Found items are retained for five years. Reasonable effort will be made to notify the guest that an item has found. Perishable items, underwear, and miscellaneous toiletries are discarded.

UNCLAIMED ITEMS/NO CONTACT:  

Lost & Found items are held for thirty (30) days while we attempt to contact the guest. If guest contact information is incorrect or cell phone mailbox is full and we are unable to contact the guest during the thirty (30) days holding period, the unclaimed item(s) are thrown away, given to local organizations, or disposed of accordingly by Europa Suites.

ALCOHOL POLICY:

Registered guests of legal age who choose to bring their own alcoholic beverages must consume those in their room. Alcohol is not allowed in public areas such as the lobby, stairs, elevator, halls, etc. Alcohol consumed during special events served by a licensed caterer with permit to serve/sale alcohol is restricted to those 21 years old or older (valid photo identification required) and can only be consumed at that event venue. 

FIREARMS AND WEAPONS:

The safety and security of our guests and staff is extremely important to us. Our Firearms and Weapons Policy is designed for the protection of our guests, vendors, staff, and owners, and pertains to the presence of firearms and weapons on hotel premises. Europa Suites recognize that guests and vendors may legally possess firearms or weapons for a variety of legitimate purposes. This policy has been developed to create a safe environment by providing appropriate guidance over the custody of firearms and weapons on our premises. Europa Suites is private property; therefore, firearms and weapons are totally forbidden, no exceptions. 

BICYCLES/HOVER BOARDS/ROLLER BLADES:

Bicycles, Hover boards, and roller blades are not permitted in guest rooms. Depending on available space, Front Desk staff will be happy to secure these items in our storage room.  We assume no liability for theft, loss, and/or damage, and you waive all such liability.

IN CASE OF EMERGENCY OR FIRE:

Please notify Front Desk in the event of a fire or other emergency. Emergency exits are in every floor and have easy access, signing is clear and easy to read. 

FIRE SAFETY POLICY:

Our place is fully equipped with smoke detectors, fire safety information in Guest Room Notebook, and emergency evacuation plans on the door of each guest room. Please review this important information.

NO IN-ROOM PARTY:

Europa Suites enforces a No In-Room Party Policy to ensure we can always protect our place and our guests. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund.  Registered guest(s) is responsible for all persons visiting.

FREE WiFi ACCESS:

Access to our WiFi is free for our registered guests. Europa Suites WiFi access code is subject to change without notice. WiFi signals are subject to change without notice depending on the room’s location, the status of our WiFi-equipment, and interference from other local wireless signals. All Europa Suites assumes no liability for guest use. 

ENFORCEMENT:

All staff is trained and required to respond to potential violations of our Policy/House Rules. Guests who refuse to abide by the reasonable standards and policies established by Europa Suites for safety of all guests, staff, owners, property, and the operation and management of our place will be evicted, with no refund. In addition to the room charge, a minimum $300.00 cleaning fee per room will be charged for infraction(s) of our Policy/House Rules.

LINKS:

The links provided on the Europa Suites website are for the convenience of site visitors and are provided in good faith. Europa Suites does not accept liability for the contents or links provided on such websites, nor does it accept liability for any indirect or consequential loss arising out of the use or connected with its website.

ILLNESS AND EPIDEMICS:

Europa Suites reserves the right to refuse accommodations to a guest arriving with a contagious disease. In cases where sickness occurs during the stay, please notify the Front Desk staff. In the case of serious sickness, you may be requested to receive appropriate health care from a nearby healthcare facility. During epidemics we are entitled to employ precautionary measures within our judgment or as required by local authorities. We may charge you a room cleaning fee as we deem appropriate under the circumstances.

INFESTATION:

The cleanliness of our rooms is extremely important to our guests. If you bring any infestation into your room or onto our place premises, we may charge you for all costs and expenses, including immediate or urgent response requirements and loss of room revenue, that we deem necessary to address the infestation. 

DAMAGE AND/OR THEFT OF HOTEL PROPERTY:

You are liable for any damage howsoever caused (whether by the deliberate, negligent, or reckless act) to the room (s), Europa’s premises or property caused by you or any person in your party whether staying at our place during your stay. Europa Suites reserves the right to retain your credit card and/or debit card details as presented at registration and charge or debit the credit /debit card such amounts as it shall in its sole discretion deem necessary to compensate or make good the cost or expenses incurred or suffered by Europa Suites because of the aforesaid. Should this damage come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

DAMAGE DISCOVERED AFTER CHECK-OUT:

Guest Rooms found with waste strewn around, in complete disorder, and/or “trashed” will be subject to maintenance deep cleaning fee, administration fee and/or third-party fees.

DAMAGE TO ROOM:  

Damage to rooms, fixtures, furnishing, and equipment including the removal of electronic equipment, towels, artwork, etc. will be charge at 120% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or willful, is the responsibility of the registered guest for each room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

DAMAGE TO MATTRESSES AND BEDDING:

Damage to mattresses and linen including towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge for the special cleaning, repair, or replacement of the damaged article.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS/FIRE-FIGHTING EQUIPMENT:

Europa Suites reserve the right to act against any guest or visitor found to have tampered or interfered with any detection equipment throughout our place, including detector heads in public areas, guest rooms, break glass points and fire extinguishers.  Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by Europa Suites due to their actions and will be evicted from our place. Depending on the severity of the guest actions, law enforcement may become involved at the hotel’s discretion. Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or our property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc.

CHANGES OR MODIFICATION TO Our POLICY/HOUSE RULES:

Europa Suites reserves the right to amend, modify, change, cancel, vary, or add to these Policies/House Rules or the arrangements and content featured on our website at any time without prior notice. Please check our website regularly for updates to these Policy/House Rules. Any modification to these Policy/House Rules that occurs before your departure is considered a part of your reservation’s agreement with us. A copy of these Policy/House Rules is located on our website, and available from Front Desk staff upon request.

TERMS & CONDITIONS:

Europa Suites makes its best efforts to ensure that all the information that appears on its website is accurate. However, no warranty, expressed or implied, is given that the information provided on this website is error free. Europa Suites does not accept liability for any errors and/or omissions and reserves the right to change the information published at any time and without notice.

PERSONAL DATA HANDLING 

In compliance with Law 1581/2012 and the sole regulatory decree 1074 of 2015 on PERSONAL DATA PROTECTION, EUROPA SUITES informs you by registering your personal data, you authorize EUROPA SUITES, as responsible for the treatment, to carry out the following operations: Collection, storage, organization, consolidation, update, rectification, circulation, transfer, use and disposal in order to safeguard, monitor and protect the entrance to the company, the correct use of its facilities and the security of all the people present in the company. Information provided by customers and users will remain stored until the term of Ten (10) years counted from the date of the last treatment, to allow us to comply with the legal and / or contractual obligations under your charge, especially in accounting matters, fiscal and tributary.

As the Holder of the personal data that you provide us, you will have the rights of knowledge, access, rectification, updating, revocation of the authorization and deletion of non-public personal data that will be provided treatment.

CONTACT:

(+57) 324 679 6100

customerservice@europasuites.co 

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