Internal policies
Dear Guest, to ensure your stay is pleasant, we invite you to keep the following in mind:
1. Check-in begins at 3:00 p.m. and check-out ends at 1:00 p.m. Late check-out is available for $30,000 until 6:00 p.m. After this time, a surcharge equal to the full room rate will be applied.
2. Every guest must register personally with their identification document and make payment before entering the room. No guest may enter without an identification document. If traveling with minors under 18, you must provide proof of relationship. In Colombia, this proof is the civil birth certificate. We strictly comply with Article 17 of Law 679 of 2001 and Law 1336 of 2009 regarding the prevention of exploitation, pornography, and sex tourism involving minors.
3. Right of Admission: The hotel reserves the right of admission for occasional visitors, and in no case will they be allowed access to the rooms. In case of non-compliance, management reserves the right to order the immediate departure of the visitor. If an unregistered person is found in a room, a fee of $30,000 per unregistered person will be charged immediately to the primary guest's account.
4. Food and Beverages: Bringing food and beverages into rooms or public areas of the hotel is not permitted, unless purchased at the hotel's bar or restaurant; otherwise, the hotel may require their removal.
5. To make your stay a comfortable experience, please remember that bringing food and beverages into our rooms is restricted.
6. You are being recorded by the security cameras of HOTEL CARIONGO CENTRO DE CONVENCIONES, located at Cra 5 Calle 9, Plazuela Almeida corner, in the city of Pamplona. The images captured by the surveillance video cameras will be used for your safety and that of the people visiting us.
7. HOTEL CARIONGO CENTRO DE CONVENCIONES uses your data to manage requests, complaints, requirements, and inquiries. For more information on your rights as a data subject established in the Habeas Data Law, please consult our personal data processing policies and procedures on our website.
8. Every guest must wear their wristband until check-out. If it is not returned, a fine of $5,000 per wristband will be charged.
9. Hot water is available from 6:00 a.m. to 9:00 a.m. If you require this service at another time of day, please request it at reception 10 minutes in advance.
10. Breakfast is served from 7:00 a.m. to 9:30 a.m. If you do not have it during these hours, you forfeit the right to it. If you require room service, there will be an additional cost of $3,000.
11. HOTEL CARIONGO is not responsible for the loss of valuables inside rooms if they were not reported at reception at the time of registration. Please ensure you check your belongings before leaving the hotel.
12. CARIONGO PLAZA HOTEL is not responsible for your vehicle outside our facilities. Our guests are entitled to parking service at no additional cost. Any damage caused to the vehicle must be reported before it is removed from the parking lot.
13. Any damage caused by a guest or visitor to the hotel's furniture or facilities will generate an immediate charge that will be billed to your account.
14. Any damage caused by the guest to linens, such as stains from hair dye, shoe polish, chewing gum, sauces, grease, wine, and/or rose petal stains, among others, will incur an additional cost of $30,000 pesos.
15. The room key card must be returned to the reception at the time of check-out. In case of loss, there will be an additional charge of $15,000.
16. Children under 5 years old stay at no additional charge (provided no extra bed is required).
17. Smoking or consuming hallucinogenic substances in the rooms and social areas of the hotel is prohibited. We are a 100% smoke-free establishment, in compliance with Law 1335 of July 21, 2009. Anyone who commits this violation will be fined $200,000 pesos.
18. HOTEL CARIONGO has a bicycle service; the guest using the service will be responsible for any damage to the item.
19. HOTEL CARIONGO welcomes pets. For the comfort of guests without pets, please note:
• Only one pet is allowed per room.
• Only one pet weighing up to 8 kg is allowed in the room, always subject to prior reservation and availability check on the fourth floor. The stay per pet costs $30,000 per night; the fee will be used for cleaning and sanitizing all linens and the room to ensure the comfort of future guests who will occupy the space, provided you have accepted the conditions established by our company.
• Pets must not be left alone in the room. An additional charge of $250,000 will be applied if pets soil, damage, or create excessive disorder in the room.
• Noise must be kept to a minimum; barking dogs or meowing cats can disturb other guests. If you leave your pet unattended in the room and it makes noise, hotel staff will remove your pet from the room and move it to another part of the hotel to ensure the tranquility of other guests, and a minimum charge of $250,000 will be applied.
• You must not leave your pet alone under any circumstances. In the hotel's social areas, the pet must always be on a leash, carried in your arms, or in a transport bag or crate.
• You may use the green areas outside the hotel for your pet to relieve itself, taking responsibility for picking up and properly disposing of your pet's waste. Please use plastic bags to collect it.
• Do not allow the animal to get on beds, sofas, armchairs, etc. If this is a habit, we ask that you protect our furniture with a sheet of your own.
• If you wish to dry or clean your pet's paws after a walk, do not use hotel towels.
• Always have your pet's medical card or certificate confirming up-to-date vaccinations on hand.
• Clients are responsible for all property damage and/or personal injury that their pet may cause.
• You agree to respect and indemnify HOTEL CARIONGO CENTRO DE CONVENCIONES for any damage or claim related to your pet or domestic animal during your stay at the HOTEL, including any third-party claims.
• Pets are not allowed in the restaurant.
• The pet owner must commit to not disturbing the tranquility of other guests; otherwise, the HOTEL reserves the right to terminate the stay.
20. Avoid disturbing noises; if using sound players, please remember to keep the volume low so as not to disrupt the tranquility of other guests.
21. All extra charges: minibar, drinks, meals, laundry, etc., will be charged to your account. Also, all missing items/garments (e.g., towels, sheets, decorations) from your accommodation or used during your stay that have not been returned will be charged to your account at check-out.
22. At the end of your stay, you must call reception (9) in advance to hand over the room to the bellhop, who will perform the checklist in the presence of the room's primary guest.
23. CARIONGO PLAZA HOTEL has a children's play area. Children cannot be left without the supervision of a responsible adult, who must ensure the protection of the minor at all times to avoid accidents.
24. The guest declares that their financial and/or physical resources do not come from and will not be used for illicit activities as contemplated in the Colombian Penal Code or any regulation that modifies or adds to it.
1. Check-in begins at 3:00 p.m. and check-out ends at 1:00 p.m. Late check-out is available for $30,000 until 6:00 p.m. After this time, a surcharge equal to the full room rate will be applied.
2. Every guest must register personally with their identification document and make payment before entering the room. No guest may enter without an identification document. If traveling with minors under 18, you must provide proof of relationship. In Colombia, this proof is the civil birth certificate. We strictly comply with Article 17 of Law 679 of 2001 and Law 1336 of 2009 regarding the prevention of exploitation, pornography, and sex tourism involving minors.
3. Right of Admission: The hotel reserves the right of admission for occasional visitors, and in no case will they be allowed access to the rooms. In case of non-compliance, management reserves the right to order the immediate departure of the visitor. If an unregistered person is found in a room, a fee of $30,000 per unregistered person will be charged immediately to the primary guest's account.
4. Food and Beverages: Bringing food and beverages into rooms or public areas of the hotel is not permitted, unless purchased at the hotel's bar or restaurant; otherwise, the hotel may require their removal.
5. To make your stay a comfortable experience, please remember that bringing food and beverages into our rooms is restricted.
6. You are being recorded by the security cameras of HOTEL CARIONGO CENTRO DE CONVENCIONES, located at Cra 5 Calle 9, Plazuela Almeida corner, in the city of Pamplona. The images captured by the surveillance video cameras will be used for your safety and that of the people visiting us.
7. HOTEL CARIONGO CENTRO DE CONVENCIONES uses your data to manage requests, complaints, requirements, and inquiries. For more information on your rights as a data subject established in the Habeas Data Law, please consult our personal data processing policies and procedures on our website.
8. Every guest must wear their wristband until check-out. If it is not returned, a fine of $5,000 per wristband will be charged.
9. Hot water is available from 6:00 a.m. to 9:00 a.m. If you require this service at another time of day, please request it at reception 10 minutes in advance.
10. Breakfast is served from 7:00 a.m. to 9:30 a.m. If you do not have it during these hours, you forfeit the right to it. If you require room service, there will be an additional cost of $3,000.
11. HOTEL CARIONGO is not responsible for the loss of valuables inside rooms if they were not reported at reception at the time of registration. Please ensure you check your belongings before leaving the hotel.
12. CARIONGO PLAZA HOTEL is not responsible for your vehicle outside our facilities. Our guests are entitled to parking service at no additional cost. Any damage caused to the vehicle must be reported before it is removed from the parking lot.
13. Any damage caused by a guest or visitor to the hotel's furniture or facilities will generate an immediate charge that will be billed to your account.
14. Any damage caused by the guest to linens, such as stains from hair dye, shoe polish, chewing gum, sauces, grease, wine, and/or rose petal stains, among others, will incur an additional cost of $30,000 pesos.
15. The room key card must be returned to the reception at the time of check-out. In case of loss, there will be an additional charge of $15,000.
16. Children under 5 years old stay at no additional charge (provided no extra bed is required).
17. Smoking or consuming hallucinogenic substances in the rooms and social areas of the hotel is prohibited. We are a 100% smoke-free establishment, in compliance with Law 1335 of July 21, 2009. Anyone who commits this violation will be fined $200,000 pesos.
18. HOTEL CARIONGO has a bicycle service; the guest using the service will be responsible for any damage to the item.
19. HOTEL CARIONGO welcomes pets. For the comfort of guests without pets, please note:
• Only one pet is allowed per room.
• Only one pet weighing up to 8 kg is allowed in the room, always subject to prior reservation and availability check on the fourth floor. The stay per pet costs $30,000 per night; the fee will be used for cleaning and sanitizing all linens and the room to ensure the comfort of future guests who will occupy the space, provided you have accepted the conditions established by our company.
• Pets must not be left alone in the room. An additional charge of $250,000 will be applied if pets soil, damage, or create excessive disorder in the room.
• Noise must be kept to a minimum; barking dogs or meowing cats can disturb other guests. If you leave your pet unattended in the room and it makes noise, hotel staff will remove your pet from the room and move it to another part of the hotel to ensure the tranquility of other guests, and a minimum charge of $250,000 will be applied.
• You must not leave your pet alone under any circumstances. In the hotel's social areas, the pet must always be on a leash, carried in your arms, or in a transport bag or crate.
• You may use the green areas outside the hotel for your pet to relieve itself, taking responsibility for picking up and properly disposing of your pet's waste. Please use plastic bags to collect it.
• Do not allow the animal to get on beds, sofas, armchairs, etc. If this is a habit, we ask that you protect our furniture with a sheet of your own.
• If you wish to dry or clean your pet's paws after a walk, do not use hotel towels.
• Always have your pet's medical card or certificate confirming up-to-date vaccinations on hand.
• Clients are responsible for all property damage and/or personal injury that their pet may cause.
• You agree to respect and indemnify HOTEL CARIONGO CENTRO DE CONVENCIONES for any damage or claim related to your pet or domestic animal during your stay at the HOTEL, including any third-party claims.
• Pets are not allowed in the restaurant.
• The pet owner must commit to not disturbing the tranquility of other guests; otherwise, the HOTEL reserves the right to terminate the stay.
20. Avoid disturbing noises; if using sound players, please remember to keep the volume low so as not to disrupt the tranquility of other guests.
21. All extra charges: minibar, drinks, meals, laundry, etc., will be charged to your account. Also, all missing items/garments (e.g., towels, sheets, decorations) from your accommodation or used during your stay that have not been returned will be charged to your account at check-out.
22. At the end of your stay, you must call reception (9) in advance to hand over the room to the bellhop, who will perform the checklist in the presence of the room's primary guest.
23. CARIONGO PLAZA HOTEL has a children's play area. Children cannot be left without the supervision of a responsible adult, who must ensure the protection of the minor at all times to avoid accidents.
24. The guest declares that their financial and/or physical resources do not come from and will not be used for illicit activities as contemplated in the Colombian Penal Code or any regulation that modifies or adds to it.
POLICY ON THE PROTECTION OF MINORS
HOTEL CARIONGO CENTRO DE CONVENCIONES, with National Tourism Registry No. 19358, warns its guests and suppliers that the exploitation, pornography, and sex tourism involving children and adolescents are punishable under Colombian law. We REJECT any form of sexual abuse or exploitation of minors, as well as sex tourism in Colombia. We strictly refrain from providing information to our guests and clients regarding locations where the commercial sexual exploitation of children and adolescents is coordinated or practiced. Furthermore, we do not promote any tourist programs or plans related to this type of exploitation.
All hotel staff are committed to complying with the following:
• We provide explicit information to our guests regarding the legal consequences of the exploitation and sexual abuse of minors in the country via the Hotel Registration Card or lodging contract.
• When a reservation is made for a minor, the requester is informed of the requirements for staying at the hotel: civil birth certificate, identity card, notarized authorization document from parents if accompanied by another adult, and proof of relationship to the accompanying adult. In the case of marriage, a certificate proving the bond must be presented.
• At check-in, the documents requested during the reservation are reviewed. If the requirements are not met, the guest cannot be accommodated.
• At the reception, we have a sign warning of the criminal consequences, including prison sentences of over 30 years, for the crime of sexual exploitation of minors, in accordance with Article 17 of Law 679 of 2001.
If you are staying at the hotel with minors, we may:
• Request proof that you are the parent or legal guardian of the minor.
• If we notice suspicious behavior from you or the minor, we may contact the police to ensure everything is in order.
• If we receive a visit from authorities requesting information about any of our guests, we will provide that information under the terms stipulated in our privacy policy. United against child prostitution: At HOTEL CARIONGO CENTRO DE CONVENCIONES, we take the trafficking of minors seriously. If you are our guest and notice strange behavior by another guest toward minors, we invite you to notify the hotel reception. Protecting our children is everyone's responsibility.
SUSTAINABILITY POLICY
HOTEL CARIONGO CENTRO DE CONVENCIONES is committed to the sustainable development of the region, our employees and their families, and tourism as a key economic sector and job generator for the country. We are dedicated to responsible contracting with quality suppliers to offer products and services that meet our promise: quality, timely service, friendliness, reliability, respect, and, above all, a warm experience of rest and comfort that blends with our natural surroundings.
HOTEL CARIONGO CENTRO DE CONVENCIONES commits to designing, implementing, and complying with its sustainability policy, which adheres to the Colombian Technical Sector Standard NTC-TS 002.
The MISSION of the Hotel Cariongo Sustainability Policy is to provide hotel, tourism, and restaurant services. We have the best facilities in the region and qualified, committed staff to satisfy the needs of our clients and guests during their stay.
The HOTEL VISION AND SUSTAINABILITY VISION indicates that by 2024, Hotel Cariongo will be positioned as one of the best in the country in terms of hospitality and tourism, with modern facilities and qualified human resources, providing quality and reliable services to our clients and guests through the continuous improvement of our processes.
PHILOSOPHY AND VALUES:
• Honesty: We act with consistency and seriousness, respecting truth and justice, being sincere and prudent with colleagues.
• Proactivity: We anticipate problems to solve them and show the best disposition to minimize the impact of difficulties.
• Commitment: We are aware of the importance of fulfilling our work, demonstrating interest in the job, the company, and customer service.
• Trust: Tranquility, security, and credibility in the hired human team.
• Teamwork: We share a common purpose to achieve established goals with respect and mutual collaboration.
• Responsibility: To fulfill assigned tasks and make good decisions.
STYLE AND CULTURE:
• Orientation toward maximum customer satisfaction.
• Highly qualified human talent.
• Entrepreneurial spirit and teamwork.
• Strengthening staff through training.
• Continuous improvement.
• Developing leadership and synergy capabilities.
• Open and transparent communication at all levels of the organization.
SUSTAINABILITY POLICY:
We are a company whose main objective is to deliver services with tourism and hotel quality, creating a culture of respect and commitment to best practices in the efficient and sustainable use of all resources involved in the value chain. We seek the best relationship and interaction with our clients and suppliers, involving them in continuous improvement processes. Likewise, we foster and stimulate the personal and professional development of our employees, while also guaranteeing compliance with legal requirements applicable to the sector, hand-in-hand with the intact conservation of the diversity, beliefs, values, and customs that characterize the social environment to which the organization belongs. Of course, we direct our efforts toward competitiveness and obtaining reasonable profitability for investors, thus allowing the organization to endure over time.
GENERAL SUSTAINABILITY OBJECTIVES:
To implement, comply with, and manage each and every one of the environmental, sociocultural, and economic sustainability requirements set forth by NTC-TS 002 (Colombian Technical Standard for Sustainable Tourism 002) in all processes involved in the value chain, also involving all stakeholders who make it possible for our lodging establishment to promote sustainable performance.
SPECIFIC OBJECTIVES: Ensure that each and every employee of the organization receives training and awareness on the process of implementing and complying with the sustainability policy, as well as socializing it with clients and suppliers, who will be involved in the continuous improvement process. Provide the necessary resources to fully achieve compliance with the organization's sustainability policy, identifying those processes, products, or services that generate the greatest impact on sustainability and determining the priority of action for them. Focus and direct the efforts of the work team toward complying with, maintaining, and improving the sustainability management system in accordance with the requirements of NTC-TS 002. Design programs for the efficient use and treatment of the resources that generate the most environmental impact, such as water, energy, and waste.
