Terms and conditions
"RESERVA NATURAL ISLA CLARA SAS ZOMAC aims through its policies to protect the well-being of our guests, conserve the natural environment, and guarantee a harmonious and exclusive experience."
ISLA CLARA NATURAL RESERVE SAS ZOMAC aims through its policies to protect the well-being of our guests, conserve the natural environment, and guarantee a harmonious and exclusive experience.
Reservations and Guarantees
All reservations must be guaranteed with at least the payment for the first night or full payment when stated. The hotel may pre-authorize or charge the guaranteed amount at any time after confirmation.
The person making the reservation must be of legal age and present a valid physical ID at check-in (ID card, passport).
All reservations require a valid credit card for guaranteeing accommodation and purchases. If you don’t have a credit card, a cash deposit is required in the hotel's official bank accounts.
Reservations, changes, or cancellations must be requested in writing (email, corporate WhatsApp) using the hotel’s official channels.
For digital reservations (made through external channels), changes or cancellations must be done on the platform where the reservation was made.
Rates are subject to change without prior notice until the time of confirmation and payment. Extra beds are subject to availability and are not guaranteed in rooms. In case of a no-show, the total amount for the stay will be charged, and no refunds will be issued.
The holder authorizes the debit of penalties according to the current policy and the reserved rate.
Modifications, Rescheduling, and Cancellations
Flexible Policy (Website): Reservations with flexible cancellation made through the website must be canceled 48 hours before arrival to avoid penalties corresponding to the total number of nights reserved. Valid only for reservations made through the Isla Clara Hotel website; different policies apply for other booking channels.
Rescheduling:
Change requests must be made in writing at least 72 hours in advance; the new date is subject to availability and the current public rate. In case of a price difference, the guest must pay the excess amount.
Total cancellations are not allowed within 48 hours for flexible rates; rescheduling is offered under the above conditions.
Non-Refundable Rate:
No modifications allowed. In case of cancellation, early departure, or no-show, the full stay will be charged with no refund. The hotel may charge the total amount at any time after booking.
Hotel Reservation Cancellation:
If ISLA CLARA cancels for operational reasons or force majeure, rescheduling at no cost or a 100% refund of the paid amounts will be offered. Indirect costs (tickets, third-party transfers, lost workdays) will not be covered.
High Seasons and City Events
During high seasons or special dates (holidays, long weekends, vacations), specific conditions defined by the hotel apply.
An upfront total payment guarantee may be required; the charge can be made at any time once the reservation is confirmed. Ensure your card is active and without restrictions.
Check-in, Check-out, and Deposits
Check-in:
From 3:00 p.m.
Early access to social areas: from 10:00 a.m.; room availability starts at 3:00 p.m.
Early check-in before this time: consult for prices and availability.
Documents: Present valid ID (ID card, passport, or identity card) for each guest at check-in.
Deposit/Guarantee:
The client must pay the first night or the full accommodation cost in advance before arrival. This amount will be charged to the credit card provided at the time of booking. If the charge is rejected, the reservation will be automatically canceled and cannot be reactivated.
Payment can be made through the following methods:
Bank transfer (PSE)
Debit or credit card (Visa, MasterCard, American Express)
Online payments via secure gateway (Mercadopago and Wompi).
Reservations with flexible cancellation on the website must be canceled 48 hours before arrival to avoid penalties for the total nights reserved. (Only valid for bookings made through our website. For bookings through other channels, please check their respective policies.)
Credit card required. If unavailable, a cash deposit of $700,000 COP or USD 100 per night is required (refundable at check-out if there are no pending charges, damages, or consumptions).
Check-out:
12:00 p.m. (noon)
Access to social areas until 3:00 p.m.
Late check-out is subject to availability and charges. Request late check-out with at least 4 hours’ notice.
Any additional charges or consumptions will be billed to the room and must be paid at check-out as per the hotel’s established prices.
Dining Hours
Breakfast: 7:00 a.m. to 10:00 a.m.
Lunch: from 12:30 p.m.
Dinner: 6:30 p.m. to 9:30 p.m.
For special services outside these hours, prior coordination is required.
Common Area Hours
Bar: 9:00 a.m. to 11:00 p.m.
Wet zones: 9:00 a.m. to 11:00 p.m.
Early Departure
If the guest departs before the confirmed date, the total amount of the reservation will be charged as a penalty, with no refund.
Additional Persons and Visitors
It is mandatory to register companions at check-in.
Additional person charge: $250,000 COP + VAT per night (in the same room using existing bedding).
Each companion must sign the hotel register (Law 2068 of 2020).
External or internal visits: Each room has a maximum capacity defined and cannot exceed the number of registered persons at check-in. Access to common areas is exclusive to registered guests.
Visitor access to the property is not allowed.
Children and Teenager Policies
Adult-only hotel. Exceptionally, guests over 8 years old are allowed in family rooms, subject to availability and authorization.
Minor charge: $250,000 COP + VAT per night in parents’/guardians’ room using existing beds.
In case of registering with minors, they must stay with one of their parents (with civil registry) or an authorized responsible adult (notarized permission) as per Law 679 of 2001. A copy of the authorization and the minor’s ID must be presented at check-in.
The hotel complies with regulations for the protection of minors; any suspicion will be reported to authorities.
Taxes
The VAT (19%) applies to accommodation rates for Colombians and foreign residents. VAT exemption applies for non-residents who meet Decree 297 of 2016: presenting a passport and approved visa (PIP-3, PIP-5, PIP-6, PIP-10, TP-7, TP-11, TP-12) on tourist packages sold by agencies/hotels with RNT.
Exclusions and Limitations
Reservations for unauthorized events, private parties, unnotified meetings, or any activities that disturb the tranquility of the place are not allowed.
The use of sound amplifiers is not allowed in social areas, and in rooms, the volume must be kept low to avoid disturbing other guests.
ISLA CLARA reserves the right to refuse admission or remove guests for failure to comply with these policies.
Conduct and Quiet Hours
To preserve the tranquility of the place, a silence period is established between 10:00 p.m. and 8:00 a.m. We ask our guests to moderate the volume of voices, music, or electronic devices during this time, especially in common areas and rooms.
Nature, Safety, and Prohibitions
To guarantee safety, mutual respect, and harmony with nature, the following actions are prohibited:
Entering the river at night or without following safety recommendations. Entry is at the guest’s own risk.
Bringing weapons, dangerous materials, or risky items.
Using candles, incense, or lighting bonfires.
Bringing alcohol or food from outside the hotel.
Using glass containers in wet zones or pools.
Using amplifiers in social areas or making noise that affects the rest of the guests.
Altering the natural environment, including extracting flora or fauna.
Drones: The operation of drones is prohibited unless prior written permission is granted by the hotel and, if necessary, the competent authority.
The hotel may temporarily restrict access to trails/viewpoints/natural areas for the protection of fauna/flora or safety reasons (e.g., rising water levels, thunderstorms).
Smoking Policy
Smoking is strictly prohibited in rooms, public areas, restaurants, and lounges (Resolution 1956 of 2008).
The hotel may request guests to vacate the room without refund if this policy is violated.
A cleaning fee of USD 200 or its equivalent in Colombian pesos will be charged to anyone who smokes in the room.
Pets
At ISLA CLARA, we protect wildlife and maintain harmony with the forest and river; therefore, pets are not allowed for their own safety.
Exceptions for assistance/service animals will be evaluated case by case with valid certification and access restrictions to sensitive areas.
Liability, Exonerations, and Safety
Inherent Risks: The guest acknowledges the risks associated with natural environments (uneven surfaces, slippery areas, insects, snakes, falling branches, climate variations, and floods). Proper footwear should be worn, and hydration is essential.
Informed Consent: Some activities require the signing of consent and the use of safety equipment. Refusal to sign implies non-participation with no refund for the accommodation.
Medical Services: The hotel does not provide medical services. In emergencies, external support will be coordinated subject to geographical availability and response times.
Personal Property: The hotel is not responsible for the loss of undeclared items or articles left in common areas, rooms, or vehicles (unattended parking).
Climate, Activities, and External Providers
If guides/operations determine that an activity is unsafe (floods, storms, sightings of potentially risky wildlife), it will be rescheduled. If rescheduling is not possible, a credit for the affected component or a partial refund for that activity will be offered, without a full refund of the accommodation.
Third-party services (transfers, tours, activities, insurance) are the responsibility of the provider; delays or cancellations due to road/weather conditions do not generate accommodation refunds.
Overbooking (walk)
In the unlikely event of overbooking, ISLA CLARA will arrange equivalent or superior alternative lodging, transportation to the location, and cover the difference for the affected night. If the guest does not accept a reasonable alternative, the hotel’s responsibility is limited to refunding the amount paid for the night(s) not provided.
Groups
If you book 3 or more rooms, special conditions and supplements apply. A contract and phased deposits with specific deadlines may be required.
PQRS (Complaints, Claims, Requests, Suggestions)
Channels: gerencia@islaclarahotel.com, WhatsApp 314 3595274. Response time: up to 15 business days according to consumer regulations.
Personal Data
We process data according to current law and our published Data Processing Policy.
Purposes: managing reservations, safety, service communication, and legal compliance. The data holder may exercise rights of access, correction, updating, and deletion through gerencia@islaclarahotel.com.
Applicable Law and Jurisdiction
These Terms are governed by the laws of Colombia. Contractual domicile and jurisdiction: San Francisco, Antioquia.
Acceptance
By booking, paying, registering, or entering the hotel, the guest declares that they have read and fully accepted these Terms and Conditions.
A. Informed consent for activities in natural environments.
B. Visitor environmental code of conduct (no extraction of species, waste management, drones, bonfires, noise, restricted areas).
C. Incident report form and emergency protocol.
Definitions
Guest: A registered person who uses the services.
Reservation holder: The person who makes the payment and accepts these Terms.
Conservation area/reserve: Areas of high environmental value subject to special rules of access, behavior, and safety.
At ISLA CLARA, we protect free-roaming wildlife and honor the harmony of the tropical forest and the river, which is why we refrain from receiving pets at the hotel. We appreciate your understanding and support for conservation.
Version 1.0 – Updated November 4, 2025
