Terms and conditions

These Terms and Conditions govern access to and use of the Portal, as well as the booking process for the accommodations listed through the platform.

By browsing the Portal, making a booking, or making a payment, the user accepts these Terms and Conditions.

1. Identification

WESPE Booking Network is a technology platform specializing in the promotion, marketing, and electronic management of bookings for tourist accommodations owned by third parties.

Portal Owner

WESPE Booking Network

NIT: 1.082.933.347-0
Santa Marta, Colombia
wespe.co
Email: [email protected]

2. What is WESPE Booking Network?

WESPE Booking Network is a technology platform that facilitates the electronic booking of tourist accommodations.

Through the Portal, users can check the availability of different accommodations, compare their features, view rates, make electronic payments, and manage their bookings in one place.

The Portal facilitates the booking process and centralizes communications related to each booking.

3. Accommodations Listed on the Portal

The accommodations listed on the Portal belong to independent owners.

Each owner retains title to their property, their status as the provider of the tourist accommodation service, the National Tourism Registry (RNT), when legally required, and the rights arising from the economic use of their property.

Listing an accommodation on the Portal does not alter its ownership or transfer to WESPE Booking Network any rights over the property or the provision of the accommodation service.

Each accommodation may have specific features, rules, schedules, restrictions, and policies, which will be disclosed before the booking is confirmed.

4. Function of the Portal

WESPE Booking Network provides the technological infrastructure required to facilitate the electronic booking of accommodations.

The Portal allows users to:

• List accommodations.
• Display availability.
• Display rates.
• Receive booking requests.
• Process electronic payments.
• Confirm bookings.
• Facilitate communications related to a booking.
• Manage requests for modification, cancellation, or refund, when applicable.

WESPE Booking Network does not directly provide accommodation services, does not own the listed properties, and does not replace the owner as the tourism service provider.

5. Use of the Portal

The Portal may be used only for legitimate inquiries and bookings.

By using the platform, the user represents that:

• They have the legal capacity to enter into contracts.
• The information provided is truthful.
• They will use authorized payment methods.
• They will act in good faith throughout the booking process.

The following are prohibited:

• making fraudulent or fictitious bookings;
• using third-party information without authorization;
• using unauthorized payment methods;
• interfering with the operation of the Portal;
• engaging in fraudulent or unlawful activities.

The Portal may restrict access or cancel a booking when there are objective grounds to believe that any of the foregoing has been breached.

6. Published Information

WESPE Booking Network endeavors to keep the information published about each accommodation up to date.

Each listing may include, among other information:

• photographs;
• description;
• general location;
• maximum occupancy;
• bedrooms;
• beds;
• included services;
• amenities;
• schedules;
• restrictions;
• cancellation policy;
• rates.

The photographs depict the listed accommodation. Minor differences may exist in decoration, arrangement of items, or accessories, provided that they do not alter the essential conditions offered.

Common areas, amenities, and services managed by third parties may be subject to maintenance, temporary restrictions, schedules, or their own rules.

7. Availability

Availability published on the Portal is updated continuously; however, changes may occur due to synchronization with other channels, platform maintenance, or operational circumstances.

Checking availability does not, by itself, guarantee confirmation of a booking.

If an accommodation becomes unavailable before payment is confirmed, the user will be informed promptly.

8. Formation of the Booking

A booking will be confirmed only when:

• the accommodation is available;
• the user completes the requested information;
• the payment is approved by the payment processor;
• the Portal sends the corresponding electronic confirmation.

Until that time, the accommodation will remain available to other users.

9. Booking Confirmation

Once payment has been confirmed, the user will receive an email containing the main details of the booking.

The confirmation will include, as applicable:

• booking number;
• selected accommodation;
• check-in and check-out dates;
• number of guests;
• amount paid;
• outstanding balance, if applicable;
• general check-in information.

The user is responsible for verifying that the information is correct and reporting any discrepancy as soon as it is detected.

10. Prices

The published rates correspond to the amount applicable to the dates and conditions selected during the booking process.

Before payment, the Portal will display the total booking price and, where applicable, itemize charges such as:

• accommodation;
• cleaning;
• taxes;
• discounts;
• previously disclosed additional charges.

Some accommodations are subject to additional charges established directly by the management of the building, residential complex, or condominium association, such as registration fees, wristbands, access cards, parking, or other charges provided for in their internal regulations. These charges, their amounts, and the applicable payment method are disclosed in each accommodation listing when applicable. By confirming the booking, the user declares that they have read, understood, and accepted the information published in the listing for the selected accommodation, including any additional condominium association charges, and agrees to pay them in the manner indicated. These amounts are not part of the accommodation price unless the listing expressly states otherwise, and they are collected directly by the corresponding condominium association or by the party it designates.

11. Payments

Bookings may require full payment or a deposit in order to be confirmed.

When an outstanding balance remains, it must be paid within the deadline disclosed during the booking process.

Failure to meet that deadline may result in automatic cancellation of the booking.

12. Payment Processing

Payments made through the Portal are processed through Mercado Pago.

Mercado Pago manages validation of the payment method, transaction authentication, security controls, bank authorization, and the processing of refunds, when applicable.

WESPE Booking Network does not store complete bank card information and does not participate in decisions made by financial institutions during the authorization process.

13. Cancellations

The cancellation policy applicable to each booking is stated in the accommodation listing and is displayed again before the purchase process is completed.

By confirming the booking, the user declares that they are aware of and accept the cancellation policy applicable to the selected accommodation.

Cancellation requests must be submitted through WESPE Booking Network’s official channels.

When a cancellation gives rise to a right to a refund, the refund will be processed in accordance with these Terms and Conditions.

14. Relocation

Although the Portal endeavors to ensure that all bookings are fulfilled at the selected accommodation, exceptional situations may arise that prevent its use, such as technical failures, unforeseen damage, access restrictions, force majeure events, or any other circumstance affecting the accommodation’s normal conditions.

When this occurs, the user may be offered an alternative property with similar or superior features.

Before accepting relocation, the user will be informed of the relevant differences between the two accommodations.

If the alternative property has conditions that differ from those originally booked, a rate adjustment or discount may be offered.

Acceptance of relocation is voluntary.

If the user chooses not to accept it and the service cannot be provided at the booked accommodation, the booking will be canceled and the applicable refund will be processed.

15. Refunds

When a refund is due under the cancellation policy or applicable law, the request will be processed using the same payment method used for the purchase, whenever technically possible.

Refunds are processed by Mercado Pago and the corresponding financial institution.

Once the process has begun, the time required for the funds to be credited will depend exclusively on the payment method used and the financial institution’s internal procedures.

When the same payment method cannot be used to issue the refund, the booking holder may be asked to provide the bank information required to make a transfer.

Refunds will be made only to the booking holder or to the holder of the payment method used for the purchase.

16. Right of Withdrawal

When a booking is made through electronic commerce, the right of withdrawal will apply in the cases expressly provided for under Colombian law.

Requests must be submitted within the statutory time limits and before performance of the service begins.

When the law establishes exceptions for this type of service, the right of withdrawal will not apply.

17. Payment Reversal

When payment has been made using an electronic payment instrument and any of the grounds established under Colombian law applies, the consumer may request reversal of the payment.

The request must comply with the requirements and time limits established by law.

Payment reversal will not apply when the sole purpose is to repudiate a validly accepted booking or a cancellation policy that was previously disclosed to and accepted by the user.

18. Guest Registration

All guests must be registered before the check-in date.

The booking holder is responsible for providing complete and truthful information about all persons who will occupy the accommodation.

Depending on the property, information such as names, identity documents, nationality, date of birth, and other data required to comply with applicable law and the requirements of the condominium association may be requested.

Providing incorrect or incomplete information may prevent entry to the accommodation.

19. Identity Documents

All guests must present an original, current, and valid identity document at check-in, in accordance with Colombian law and the identification requirements applicable to tourist accommodation services.

For Colombian citizens, only the following documents will be accepted:

• Colombian Citizenship ID Card (Cédula de Ciudadanía – CC).
• Identity Card for Minors (Tarjeta de Identidad – TI).
• Civil Birth Registry (Registro Civil de Nacimiento – RC), when applicable based on the minor’s age.

For foreign nationals, only the following documents will be accepted:

• Valid passport.
• Foreigner ID Card (Cédula de Extranjería).
• Valid Residence Permit issued by the competent authority.
• Temporary Protection Permit (Permiso por Protección Temporal – PPT), or the document that replaces it under Colombian immigration regulations.

Photographs of documents, unverified photocopies, loss reports, driver’s licenses, institutional identification cards, expired documents, or any document other than those listed above that does not fully establish the guest’s identity will not be accepted.

The booking holder is responsible for verifying that all guests have the required documentation before the check-in date. Failure to provide any required document may prevent access to the accommodation and result in application of the corresponding cancellation policy, without giving rise to any liability for WESPE Booking Network.

20. Minors

Minors must be included in the booking and travel accompanied by at least one parent, their legal representative, or a person expressly authorized to care for them during the stay.

When a minor is not traveling with either parent or their legal representative, a written authorization with notarized acknowledgment of content and signature must be presented. The authorization must be granted by at least one parent who exercises parental authority or by the minor’s legal representative and must fully identify the responsible adult who will accompany the minor during the stay.

In addition, documents proving the family relationship, legal representation, or corresponding authorization may be requested, as well as the identity documents of the minor and the responsible adult.

Compliance with these requirements will be subject to verification by the accommodation service provider, the accommodation manager, the condominium association management, or the competent authority, as applicable.

Failure to provide the required documentation or comply with the identification requirements may prevent the minor from entering the accommodation, without giving rise to any liability for WESPE Booking Network.

WESPE Booking Network rejects all forms of commercial sexual exploitation of children and adolescents and will cooperate with the competent authorities in complying with Colombian law for the prevention of this crime.

21. Arrival at the Accommodation (Check-in)

Unless the accommodation listing states a different time, check-in is available from 3:00 p.m.

Before arrival, the user will receive the instructions required to access the accommodation.

Delivery of these instructions will be subject to compliance with the requirements disclosed during the booking process, including full payment, guest registration, and any requirements established by the accommodation management or condominium association, when applicable.

When availability permits, early check-in may be authorized and may be subject to an additional charge.

22. Departure from the Accommodation (Check-out)

Unless the listing states a different time, the accommodation must be vacated before 11:00 a.m. on the last day of the booking.

Before leaving the property, the guest must verify that the accommodation is returned in normal condition and that no personal belongings remain inside.

Departures after the established check-out time may result in additional charges when they affect preparation of the accommodation for a new booking.

23. Pets

Whether pets are permitted depends on the specific conditions of each accommodation. When an accommodation allows pets, that condition, the applicable restrictions, and any additional charges will be disclosed in the corresponding listing.

By confirming the booking, the user declares that they have read and accepted the conditions applicable to the selected accommodation.

The pet’s owner or responsible person will be liable for any damage, disturbance, or breach caused by the pet during the stay.

Assistance animals will be governed by applicable Colombian law.

24. Rules of Conduct

All guests must comply with the rules of conduct of the accommodation and the condominium association in which it is located.

During the stay, guests must refrain from:

• holding unauthorized parties or events;
• creating excessive noise;
• disturbing the peace of residents or neighbors;
• allowing unregistered persons to enter;
• engaging in unlawful activities;
• using the accommodation for purposes other than tourist lodging;
• violating the condominium or horizontal property regulations.

Failure to comply with these rules may result in the measures provided for under the condominium association regulations, by the accommodation service provider, or under applicable law.

25. Security Deposit

To protect accommodations in connection with bookings that have a greater operational impact, when the same booking holder makes two (2) or more bookings with the same check-in date, they must provide a refundable security deposit of NINE HUNDRED THOUSAND PESOS ($900,000 COP). This deposit is not part of the booking price and will be requested separately before the check-in date through the official service channels. The deposit must be paid in full before check-in. Otherwise, access to the accommodations cannot be authorized until payment has been verified.

After the stay has ended and it has been verified that there is no damage, missing property, fines, penalties, breaches of the rules of conduct, or outstanding amounts arising from the bookings, the deposit will be refunded to the same person who made the payment within the operational time frames disclosed when the refund is initiated.

When there is damage, loss, fines imposed by the condominium association, breaches attributable to the booking holder, or any other outstanding financial obligation arising from the stay, the accommodation owner or the party responsible for its management may request that those amounts be deducted in whole or in part from the deposit, provided that the claim is duly supported. When the booking was made through WESPE Booking Network, the Portal will only facilitate communication between the parties regarding the refund or application of the deposit and will not intervene in determining liability or assessing claims.

26. Damage During the Stay

The booking holder will be liable for damage to the accommodation, furniture, equipment, or any other property forming part of the premises when such damage is attributable to the booking holder, their companions, authorized visitors, or pets. When the accommodation owner or the party responsible for its management believes that damage occurred during the stay, they may submit the corresponding claim together with supporting evidence that reasonably establishes its existence and the amount required for repair, replacement, or compensation. When the booking was made through WESPE Booking Network, the Portal will only facilitate the exchange of information between the parties in connection with the claim. Determination of liability, assessment of the damage, and the actions required for repair are the sole responsibility of the accommodation owner and the booking holder.

27. Utilities

The accommodations depend on services supplied by third parties, such as electricity, drinking water, gas, internet, television, and other utility or telecommunications services.

Continuity of those services depends on the service providers and on circumstances beyond the Portal’s control.

When an interruption occurs, the user must report it through the service channels for the booking so that the issue can be communicated to the person responsible for the accommodation.

28. Common Areas and Amenities

The common areas and amenities available at each accommodation may include swimming pools, gyms, hot tubs, social rooms, children’s areas, parking facilities, or other shared spaces.

Their operation, schedules, maintenance, availability, and rules depend exclusively on the condominium association management.

Temporary closure of an amenity due to maintenance, administrative decisions, weather conditions, security, or any other circumstance unrelated to the accommodation does not, by itself, constitute a breach of the booking.

29. Force Majeure and Situations Not Covered

Unforeseeable or unavoidable situations, or circumstances beyond the accommodation’s control, may arise and prevent the service from being provided in whole or in part.

The following, among others, may be considered force majeure events:

• natural disasters;
• fires;
• floods;
• earthquakes;
• hurricanes;
• public health emergencies declared by the competent authority;
• evacuation orders;
• mandatory restrictions imposed by public authorities that prevent access to the accommodation;
• serious disturbances of public order;
• terrorist acts;
• armed conflicts;
• widespread utility outages that render the accommodation uninhabitable;
• any other unforeseeable and unavoidable circumstance that makes provision of the service impossible.

When any of these events occurs, the corresponding actions will be taken in accordance with Colombian law, the booking conditions, and the particular circumstances of each case.

The following situations, among others, will not be considered force majeure events or circumstances giving rise to a right to cancel without charge when they are attributable to the user or do not objectively prevent the service from being provided:

• changes in personal or family plans;
• illness, disability, or accident affecting the guest or any of their companions;
• delays, cancellations, or missed flights, connections, or any other means of transportation;
• roadblocks or strikes;
• changes in travel itineraries;
• denial of entry into the country, city, or destination for immigration or documentation reasons;
• loss, expiration, or absence of identity or travel documents;
• issues involving visas, passports, or immigration permits;
• normal or seasonal weather conditions that do not prevent the service from being provided;
• travel advisories issued by authorities that do not impose a mandatory travel prohibition;
• cancellation of events, concerts, conferences, or activities that motivated the trip;
• changes to work schedules, vacations, or personal commitments;
• the user’s financial difficulties;
• dissatisfaction with changes to common amenities managed by the condominium association when the accommodation remains fit for use;
• any other personal or individual circumstance that does not make effective provision of the accommodation service impossible.

The occurrence of any of the situations described above does not modify the cancellation policy accepted when the booking was made, unless Colombian law expressly provides otherwise.

30. Scope of the Portal

WESPE Booking Network is a technology platform that facilitates the listing of accommodations, electronic booking, and communications related to bookings.

The information published for each accommodation is provided by the accommodation owner or by a person authorized by the owner to manage and market it.

Decisions concerning accommodation availability, check-in conditions, the physical condition of the property, compliance with horizontal property or condominium regulations, property maintenance, and the actual provision of the accommodation service are the responsibility of the accommodation owner or the person designated by the owner.

Use of the Portal does not alter the accommodation owner’s status as the provider of the accommodation service under Colombian law.

31. Communications

All information related to a booking will be sent to the contact details registered by the user during the purchase process.

The booking holder is responsible for keeping their email address, telephone number, and all other information provided during the booking process up to date.

Communications sent through those means will be deemed validly delivered.

32. Personal Data Protection

Personal data provided through the Portal will be processed in accordance with WESPE Booking Network’s Personal Data Processing Policy and applicable Colombian law.

The information may be used to:

• manage bookings;
• process payments;
• register guests;
• respond to requests;
• comply with legal obligations;
• prevent fraud;
• send information related to the booking;
• improve the user experience.

Personal data will be processed in a manner that respects the rights of access, updating, rectification, deletion, and all other rights recognized under Colombian law.

The Personal Data Processing Policy may be consulted at any time through the Portal.

33. Intellectual Property

All content published on WESPE Booking Network, including text, photographs, logos, designs, trademarks, software, images, and other graphic elements, is protected by intellectual property law.

No content may be reproduced, distributed, modified, published, or used for commercial purposes without the prior express authorization of its owner.

Photographs and descriptions of the accommodations may be used only for purposes related to reviewing and booking accommodations through the Portal.

34. Requests, Complaints, Claims, and Suggestions (PQR)

Users may submit requests, complaints, claims, or suggestions related to the operation of the Portal or to bookings made through it by using the official service channels published at www.wespe.co.

Requests must include, at a minimum:

• name of the booking holder;
• booking number, when applicable;
• contact information;
• a clear description of the facts;
• supporting documents, when required.

Responses will be issued within the time limits established by Colombian law.

35. Consumer Protection

WESPE Booking Network recognizes and respects the consumer rights established in the Political Constitution of Colombia, Law 1480 of 2011, and all other provisions that amend, supplement, or replace it.

No provision of these Terms and Conditions will be construed as limiting, waiving, or restricting any rights granted to consumers under Colombian law.

In the event of a conflict between these Terms and Conditions and a mandatory legal provision, applicable law will prevail.

36. Amendments to the Terms and Conditions

WESPE Booking Network may update these Terms and Conditions when necessary due to legal, regulatory, technological, or operational changes.

Amendments will not affect previously confirmed bookings unless they are required to comply with a legal obligation or are more favorable to the consumer.

The version in effect will always be the version published on the Portal when the booking is made.

37. Governing Law and Dispute Resolution

These Terms and Conditions will be governed by the laws of the Republic of Colombia.

Before resorting to judicial or administrative proceedings, the parties will seek to resolve any dispute through the available service channels and direct settlement mechanisms.

The foregoing does not limit the consumer’s right to refer the matter to the competent authorities when they deem it appropriate.

38. Effective Term

These Terms and Conditions enter into force upon their publication on the Portal and will remain in effect until they are amended or replaced by a new version.

The version applicable to each booking will be the version accepted by the user when confirming the booking.

Legal Notice

WESPE Booking Network is a technology platform designed to facilitate the search, promotion, and electronic booking of tourist accommodations listed by their respective owners.

The accommodations available on the Portal belong to independent owners, who retain their status as tourist accommodation service providers, title to the properties, and the legal obligations arising from that activity.

These Terms and Conditions govern the operation of the Portal and the booking process carried out through it, without replacing the specific conditions applicable to each accommodation, which are disclosed in the corresponding listing and form an integral part of the booking.

Before confirming a booking, the user must carefully read the information published for the selected accommodation, including its description, capacity, services, restrictions, cancellation policy, additional charges, applicable rules, and any other specific condition.

If the user has questions about an accommodation or the booking process, they may contact the official service channels before making payment.

Thank You for Choosing WESPE Booking Network

We appreciate the trust you have placed in WESPE Booking Network to manage your booking. Our commitment is to provide a secure, transparent, and easy-to-use platform that enables users to access clear information about each accommodation and make bookings with confidence.

We continuously work to improve our users’ experience and strengthen the quality of the services offered through the Portal.

If you have questions about these Terms and Conditions, a booking, or how the platform operates, you may contact us through the official service channels published at wespe.co.