Booking terms

Version 1 · Effective October 17, 2026

This is an English translation for reference. If there is any difference, the Spanish version prevails.

Here is how a booking at Herradura House is secured, paid, changed and cancelled. These terms apply to stays of 2 to 29 nights. By paying the advance you accept these terms and the House rules on behalf of your whole group.

1. How a booking is confirmed

1. You request a quote on our website or message us.
2. We confirm availability on WhatsApp or by email.
3. You pay the 50% advance.
4. We send you a written confirmation with the dates, the total amount, what you have paid and the balance. From that moment the dates are yours.

A quote on its own does not hold the dates. Until the advance is paid, someone else may book them.

2. Price

• Our rates depend on the dates, the number of nights and the number of guests. They do not go up because you book at short notice.
• They include utilities, WiFi and final cleaning. Amounts are in Colombian pesos.
• The price is fixed once you pay the advance. If we update our rates before you pay, we honor your quote for 7 days from the day you received it.

3. Payments

• If you book 3 days or less before arrival, you pay the full amount when booking.
• Before arrival, the main guest sends us on WhatsApp the details and a photo of the ID of each person (national ID, passport or, for minors, birth certificate). We tell you what we need with the booking confirmation.
• We send you the digital lock code on your arrival day, once we have received the balance and the complete registration.
• Payment methods: Bre-B, bank transfer or a card payment link for credit or debit cards, including international cards.
• We only send payment details from our official channels: WhatsApp +57 333 220 9508 and [email protected]. If you receive payment details from any other number or email, do not pay and let us know.
• Send us the receipt for each payment on WhatsApp or by email. International transfer fees are paid by the sender.

4. Inventory and damage

You have 2 hours from your arrival to report, with a photo, anything missing or damaged; after that, it is understood that you received everything complete. Damage, missing items or extra cleaning during the stay are the responsibility of the main guest, as explained in the House rules. Depending on the booking, we may ask for a refundable security deposit; if it applies, we let you know when we confirm and we return it within 3 business days after your departure.

5. Cancellation

What we refund depends on how many days before arrival you let us know:

• High season runs from December 15 to January 15 (Feria de Cali and the holidays) and from August 10 to 20 (Petronio Álvarez festival). It applies if your booking includes at least one night in those dates.
• Cancellations must be in writing, on WhatsApp or by email. The date your message reaches us is the one that counts.
• If you cancel when no refund applies, the pending balance is not charged. If you had already paid it, it is not refunded. If you paid a security deposit, it is always returned in full.
• Refunds are made within 10 business days after the cancellation, to the same payment method or to the account you tell us.
• Before cancelling, check whether a date change works for you.

6. Date changes

• You can make one date change at no cost, subject to availability.
• Request it at least 15 days before arrival, or 30 days before if your booking includes high season.
• The new dates must fall within 6 months of the original date.
• The amount is recalculated with the rates for the new dates. If it goes up, you pay the difference; if it goes down, the difference is deducted from your balance.
• A second change is handled as a cancellation and a new booking.

7. Changes in the number of guests

• If more people are coming, let us know before arrival and we adjust the amount according to the rate, up to a maximum of 16 guests. Only registered people may stay overnight.
• If fewer people come, we adjust the amount as long as you let us know at least 15 days before arrival. After that, there is no refund for guests who do not come.

8. No-shows and early departures

• If you do not arrive on the scheduled day and do not let us know, the booking is considered cancelled with no refund.
• If you leave earlier than booked, there is no refund for the nights you do not use.
• If you are going to arrive late, let us know and we will hold the house for you.

9. If something prevents the stay

• If, for a reason beyond your control, we cannot provide the house in the promised conditions, we refund 100% of what you paid or reschedule at no cost, whichever you prefer.
• If you are the one who cannot travel (cancelled flights, illness, change of plans), the cancellation policy applies, but we always try to help you with a date change. We recommend traveling with travel insurance.
• We are not responsible for expenses other than the booking, such as flights or transportation.

10. Invoices

We are registered for electronic invoicing in Colombia. If you need an electronic invoice in the name of a person or a company, ask for it when you book and send us the complete details.

11. Your data and contact

We handle your data under our Privacy policy. For any question about your booking, message us on WhatsApp at +57 333 220 9508 or write to [email protected].