Policies, terms & conditions
General
Sustainability Policy
The hotel is committed to environmental preservation, biodiversity protection, and cultural heritage conservation. In compliance with Resolution 572 of 2005 (Ministry of Environment), Law 397 of 1997 (General Culture Law), and Law 1558 of 2012 (Tourism Law), we adopt responsible practices to reduce environmental impact and strengthen sustainable tourism.
We also strongly reject all forms of discrimination based on gender, race, nationality, religion, political ideology, sexual orientation, or any other condition, in accordance with Article 13 of the Colombian Constitution and Law 1482 of 2011. Our commitment is to promote respect, equity, and full enjoyment of fundamental rights and freedoms.
ESCNNA Policy
In compliance with Law 679 of 2001, Law 1336 of 2009, Law 1098 of 2006 (Childhood and Adolescence Code), and Resolution 3840 of 2009, the hotel rejects and combats all forms of Commercial Sexual Exploitation of Children and Adolescents (ESCNNA).
We remind our guests that in Colombia this behavior is a crime punishable by 14 to 25 years in prison, fines, and disqualifications. The hotel will immediately report any situation suggesting sexual exploitation of minors to the authorities.
“The sexual exploitation and abuse of minors are criminally and administratively sanctioned under Colombian law.”
Right of Withdrawal Policy
According to Article 47 of Law 1480 of 2011 (Consumer Statute), when booking through our website, phone line, or WhatsApp, you have the right to withdraw within five (5) business days after reservation confirmation.
This right does not apply in the following cases:
When the check-in date is within five (5) days of the reservation confirmation.
When the lodging service has already started or the reservation has been partially used.
To exercise this right for website reservations, send an email to: reservas@oshhotels.com. If your reservation was made via phone or WhatsApp, contact our reservations team via the same channel.
For reservations made through third-party platforms or agencies, you must contact them directly for cancellations or refunds.
Refunds will be made in full, via bank deposit or credit card reversal, within thirty (30) calendar days of the withdrawal request.
Tipping Policy
Guests are informed that a suggested tip of 10% is included in the total bill. This amount can be accepted, declined, or adjusted freely based on the service received. Service is never conditioned on tip acceptance.
100% of tips go to service staff, kitchen, and housekeeping.
If you have any concerns regarding tips, contact the Superintendence of Industry and Commerce:
Bogotá: 601 5920400 | PBX: 601 5870000, Ext. 1190 / 1191.
National toll-free line: 018000-910165.
Non-Smoking Policy
In accordance with Law 1335 of 2009, Resolution 1956 of 2008 (Ministry of Health), and the National Police Code (Law 1801 of 2016), our hotel is a smoke-free environment. Smoking is strictly prohibited in enclosed areas such as rooms, hallways, restaurants, lounges, and designated smoke-free areas marked on the property.
Violation of this policy will result in a fixed penalty of USD $200 (converted to COP at the TRM of the incident date), plus additional cleaning fees if smoking occurs inside rooms.
Pet Policy
During the Reservation Process
Guests must inform at the time of booking if they will be accompanied by a service, guide, emotional support, or assistance animal. For reservations made through OSHPITALITY GROUP S.A.S.’s website, guests should review the terms and restrictions detailed in the confirmation.
The hotel will charge a daily fee per night and per pet, collected at check-in. Specific rooms will be assigned for guests with pets, which may involve a change in the originally assigned room type.
Please note restrictions regarding the entry of potentially dangerous breeds or pets, as defined by the National Government.
Pet Restrictions
Dogs considered potentially dangerous, or their crossbreeds, are not allowed. These include but are not limited to: American Staffordshire Terrier, Bullmastiff, Doberman, Argentine Dogo, Bordeaux Mastiff, Brazilian Fila, Neapolitan Mastiff, Bull Terrier, Pit Bull Terrier, Rottweiler, Staffordshire Terrier, Japanese Tosa, and others as determined by authorities.
At Check-In
Guests must present:
Valid vaccination certificate, including rabies, product name, lot number, application date, expiration, and vet’s signature.
Service dog certificate issued by authorized national or international centers recognized by the Colombian Association of Assisted Animal Therapy or ICA. The ID card must include:
Animal’s photo
Name and breed
Owner/user name and ID
Date of issuance and expiration
Vaccine validity and training center
During the Stay
To ensure a pleasant experience for all guests:
Pets must be friendly, well-behaved, healthy, and especially safe around children.
Pets must not use hotel towels, sheets, blankets, or beds. A special pet kit is available.
Ensure your pet relieves itself outside the room and away from public or social areas. Always clean up after them.
Pets must be controlled at all times: crated, leashed, and/or muzzled as legally required.
Owners are solely responsible for any damage caused by their pets and release OSHPITALITY GROUP S.A.S. from any third-party claims or liability.
Additional Conditions
Only one pet per room is allowed (dogs or cats only).
Pets must comply with health regulations and have a valid vaccination card.
Dangerous breeds must wear muzzles per Article 126 of the Police Code.
Restricted Areas
Pets are not allowed in pool for hygiene and safety reasons. Guests may leave their pets in the room or with a trusted person.
Additional Services
If guests require veterinary, grooming, spa, food, or pet snacks, the hotel may recommend suitable establishments. Contact reception or concierge.
Applicable Regulations
This policy is based on:
Law 746 of 2002
Police Code Articles 124 and 126
Law 1346 of 2009, Article 30
Policy for the accommodation of minors
Accommodation with One or Both Parents (Biological or Adoptive)
If a Colombian minor stays at OSH Hotels accompanied by one of their parents, no authorization from the other parent is required. In Colombia, the legal document that proves the civil or blood relationship between a minor and their parents is the civil birth certificate.
Mandatory documents at check-in:
Original ID of the accompanying adults.
Original ID of the minor.
Civil birth certificate proving first-degree relationship (biological or adoptive parent-child).
Auxiliary documents to prove this relationship are not accepted.
Accommodation with a Legal Guardian
For a Colombian minor not accompanied by their parents but by a legal guardian (including OSHPITALITY GROUP S.A.S. staff), the following documents are required:
Original ID of the accompanying adults.
Original ID of the minor.
Official court-issued document confirming the adult is the legal guardian (testamentary or voluntary custody).
Auxiliary documents to prove guardianship are not accepted.
Accommodation with a Responsible Adult
For a Colombian minor not accompanied by their parents but by another adult (e.g., grandparents, uncles, cousins, friends):
Original ID of the responsible adult.
Original ID of the minor.
Civil birth certificate proving the parent-child relationship.
Original notarized authorization from one or both parents, including ID copy and clearly authorizing the minor to stay with the responsible adult.
Auxiliary documents to prove relationship or authorization are not accepted.
Accommodation with a Responsible Adult Affiliated with Institutions
In the case of Colombian minors traveling in groups (students, athletes, NGOs, tourism), the following are required:
Minor’s original ID.
Notarized parent authorization including overnight stay approval.
Civil birth certificate and parent’s ID copies.
Accommodation of Foreign Minors
Accommodation with parents, guardians, or responsible adults is allowed if the following documents are provided:
Minor’s original passport.
Authorization from one parent, plus document proving parent-child relationship issued by the authorizing party.
Failure to comply with these requirements will result in denied access for the minor, in accordance with Law 679 of 2001 and related regulations.
Policy for the protection of children and adolescents and the prevention of commercial sexual exploitation and human trafficking
OSHPITALITY GROUP and its collaborators work to prevent the commercial sexual exploitation of children and adolescents in all areas where it operates, committed to complying with Laws 1329 and 1336 of 2009. This commitment allows us to safeguard at all times the lives and rights of children and adolescents.
Internal Reporting Procedure
Verification of documentation upon guest check-in.
Suspicion that a minor may be a victim of CSEC (Commercial Sexual Exploitation of Children) or human trafficking.
Report to the Security Leader, who will verify the information and notify the General Management.
The General Management will then report to the competent authorities:
Authorities Contact Information
Tourism Police: +57 300 213 3003
Childhood and Adolescence Police: +57 320 306 1324
National Police: 123
ICBF (Colombian Family Welfare Institute): Hotline 141 – National toll-free line 018000 91 80 80
Attorney General’s Office: Hotline 122 – National toll-free line 018000 52 20 20
Contract for the provision OSH Hotel accommodation services
Payment Responsibility Clause
The GUEST declares and accepts that they will be personally and jointly responsible for the payment of all amounts generated during their stay, including accommodation rates, taxes, additional charges, damages, or penalties. If the person, company, or organization designated by the GUEST as the payer fails to meet the payment obligation, the GUEST shall assume full responsibility.
The GUEST expressly authorizes the HOTEL to pre-authorize their credit or debit card for an amount equivalent to the room rate, applicable taxes, and estimated additional charges. For stays longer than seven (7) nights, the HOTEL may request additional pre-authorizations.
At check-out, the HOTEL will proceed to charge the final amount corresponding to all actual expenses and charges, including those arising from damages or penalties, which may be billed even after the GUEST’s departure.
Use of Personal Information and Data
OSH Hotel, operated by Oshpitality Group S.A.S. (hereinafter the “HOTEL”), may collect and process personal data from the GUEST, including accommodation, dining, and beverage preferences, special dates, hobbies, and health or dietary restrictions, in order to provide a personalized experience during current and future stays.
The processing of such data will be carried out in accordance with Law 1581 of 2012, Decree 1377 of 2013, and the Personal Data Processing Policy available at oshhotels.com.
Data may be shared only with third-party service providers contracted by the HOTEL, who are obligated to comply with applicable data protection regulations.
The GUEST understands that they may withdraw consent at any time by notifying the HOTEL in writing at reservas@oshhotels.com. They may also update their preferences for promotions or offers via the same channel.
Scope of Accommodation Rate
The accommodation rate includes the following services:
Internet access
In-room coffee kit
Use of safety box
The GUEST acknowledges and accepts that the rate does not include massages, phone calls, laundry, minibar, food and beverages, transportation, or any other service not expressly listed as included. Such services will be billed separately and must be paid at the rates established by the HOTEL at the time of request or consumption.
Rate and Payment Method
The rate will be increased by VAT and hotel insurance. The HOTEL may charge room rates and additional expenses daily. In case of non-payment, the HOTEL reserves the right to terminate the contract, request eviction, and retain luggage as collateral.
Hotel Obligations
Provide lodging services under the agreed conditions.
Guarantee the availability and proper maintenance of facilities.
Maintain a trained and sufficient staff.
Comply with labor obligations toward employees.
Protect confidential client information and comply with data protection laws.
Guest Obligations
Pay room rates and charges on time.
Be liable for any damages or losses caused to the HOTEL by themselves, their companions, or pets.
Comply with internal policies regarding check-in, check-out, cancellations, and modifications.
Pay for unregistered companions.
Maintain respectful behavior and avoid noise or altercations.
Comply with health and safety policies.
Present valid identification (ID for Colombians, passport for foreigners). Minors must comply with the HOTEL’s Minor Accommodation Policy.
Allow access to housekeeping and maintenance staff when required.
Special Policies
Cancellations: Must be made at least 48 hours in advance. In case of no-show or late cancellation, the HOTEL may charge the equivalent of the reserved nights.
Check-in and Check-out: Check-in is at 3:00 p.m. and check-out at 12:00 p.m. Late check-out or early arrival may incur an additional night’s charge or the corresponding early check-in/late check-out fee.
Early Departure: In case of early departure, the GUEST must pay for all originally reserved nights.
Pet Policy
Dogs and cats weighing up to 10 kg are allowed. An additional charge of USD $25 per night and per pet will apply. Pets must wear an identification collar, present a valid vaccination card, sleep in their own bed, and remain leashed in common areas. Pets are not allowed in food and beverage areas or bathed in common bathrooms. Breeds classified as potentially dangerous must wear a muzzle at all times.
Medical Assistance
The HOTEL has an outsourced emergency medical service. Consultations, medications, and related expenses are the sole responsibility of the GUEST, and the HOTEL assumes no liability.
Parking
If parking is available, the HOTEL is not responsible for any damages or losses to vehicles or their contents.
Third-Party Services
The HOTEL is not responsible for services contracted directly by the GUEST with tour operators, transportation providers, or other third parties.
Special Prohibitions
The sale of alcoholic beverages to persons under 18 years of age is strictly prohibited.
The sexual exploitation and abuse of minors are criminally punishable offenses in Colombia.
Pool Policy
The GUEST must comply with the posted pool regulations. All minors must be accompanied by an adult who assumes full responsibility. The HOTEL is not liable for accidents occurring in this area.
Sustainability Policy
The HOTEL complies with Resolution 572 of 2005 and Law 397 of 1997, promoting the conservation of flora, fauna, and cultural heritage, and rejecting any form of discrimination.
ESCNNA Policy
In compliance with Law 679 of 2001, it is hereby stated that the commercial sexual exploitation of minors is punishable by imprisonment of 14 to 25 years. The HOTEL will report any suspicious behavior to the authorities.
PQRSF (Requests, Complaints, Claims, Suggestions, and Congratulations)
For any request, complaint, claim, suggestion, or commendation, please visit: Contact & RCCSC | OSH Hotel Cartagena.
Applicable Law
This contract is governed by the laws of the Republic of Colombia.
Privacy Notice
By signing this document, you acknowledge and accept that your personal data will be used to provide services, process reservations, respond to requests, enhance your experience, and send communications according to your preferences.
Policy for the treatment of personal data
This is a concise summary of each section of OSHPITALITY GROUP S.A.S.’s Personal Data Processing Policy for publication in the Policies section. It does not replace the full version.
1. Purpose
OSH establishes rules to protect personal data, defines the purposes of processing, the rights of data subjects, and how to exercise them (consult, update, rectify, delete).
2. Scope of Application
Applies to all OSH databases (employees, suppliers, clients, etc.) and to data processors acting on OSH’s behalf, except for public information.
3. Key Definitions
- Authorization: Prior, express, and informed consent of the data subject.
Personal / Sensitive / Public Data: Identifiable information; sensitive includes health, biometric, or belief-related data; public data is not legally reserved.
Controller / Processor: The party deciding on data processing / the party processing data on behalf of the controller.
Transfer / Transmission: Transfer of data to another controller / to a processor, within or outside Colombia.
Processing: Any operation performed on data (collection, use, storage, deletion, etc.).
4. Principles
Prior authorization; legitimate purpose; data accuracy and quality; data subject access; restricted circulation; limited retention; security; confidentiality (even after termination of the relationship); separation of databases; data necessity.
5. Purposes
Data is used for: (i) contractual and legal relations; (ii) PQRS management; (iii) tax/accounting obligations; (iv) service/activity communications; (v) correspondence; (vi) loyalty programs; (vii) sharing with partners/processors for operations; (viii) compliance with legal authorities; (ix) recruitment and HR management; (x) quality measurement and analytics (web/app, cookies, IP, etc.); (xi) fraud prevention; (xii) facility security; (xiii) information center reports; (xiv) other purposes derived from the relationship with the data subject.
6. Data Processors
Authorized processors and partners may collect, store, process, validate, classify, and transfer data according to this policy and the law, under proper security and authorized purposes.
7. Data Subject Rights
To update, correct, and delete data; request proof of authorization; know how data is used; file complaints with the Superintendence of Industry and Commerce (SIC) after internal processes; revoke authorization when appropriate; access data freely; and be informed of policy changes.
8. OSH’s Duties (as Controller)
Ensure the right of habeas data; obtain and keep authorizations; inform purposes and voluntary nature of data; ensure security; maintain accurate data; provide mechanisms for queries/claims; rectify and inform processors; handle PQRS within legal deadlines; report incidents; comply with SIC instructions.
9. Authorization
Obtained prior to data processing through physical or digital means (website, app, forms, events). Substantial policy changes will be communicated beforehand; otherwise, they take effect 10 days after notice. Legal exceptions apply (authorities, public data, medical emergencies, historical/statistical/scientific purposes, civil registry).
10. Sensitive Data and Data of Minors
OSH does not regularly collect data from minors. If exceptionally processed, it will be done with the legal guardian’s authorization and full respect for minors’ rights. Minors may exercise their rights through their legal representatives.
11. PQRS Channels (Queries and Complaints)
Address: Calle 31 No. 10–77, Calle de la Magdalena, Getsemaní, Cartagena de Indias, Colombia.
Phone: (+57) 304 254 9463 – (+605) 649 9280
Email: reservas@oshhotels.com
Response times: 10 business days for queries, 15 for complaints.
Minimum requirements: identification, request purpose, justification, notification address, supporting documents, and signature. If information is missing, a request will be made to complete it within one month.
12. Procedures
Queries: Must be submitted in writing through the authorized channels; legitimacy will be verified; information will be provided to the data subject.
Complaints: Must be submitted in writing, including ID, description, facts, objective (correction, update, deletion, revocation), supporting documents, and address. The record will be marked “complaint in process” until resolved. If response is delayed, the new date and reason will be communicated. After completing this process, complaints may be filed before the SIC.
13. Transfers and Transmissions (Domestic and International)
OSH may transfer or transmit data to third parties (within or outside Colombia) to fulfill its corporate purpose, with the data subject’s authorization and under agreements ensuring legal compliance.
14. Information Security
OSH implements technical, human, and administrative measures to protect data stored on its servers and systems. Nonetheless, it acknowledges the inherent risks of the Internet. Data subjects may consult, rectify, modify, or delete their information according to this policy.
15. Database Retention Period
Indefinite period while necessary for the corporate purpose; in any case, not less than 70 years.
16. Modifications and Mobile App
The policy may be modified; non-substantial changes may apply without prior notice. Substantial changes will be communicated before implementation. Mobile app functionalities and permissions are governed by this policy and its privacy notices.
Note: For full details (legal bases, procedures, and complete definitions), please consult the current OSH Personal Data Processing Policy.
Privacy Policy
At OSH, we care about the security of your personal data and in order to comply with our legal obligation to protect your personal data, we inform you that:
Privacy of personal data:
Your personal data will not be shared with third parties, as they only belongs to you (such as email, IP numbers, etc.), except with your express authorization or in case of force majeure of a legal type in which you are involved, such as hacks or impersonations or order of competent authority.
Responsibility for third party opinions
All articles of an opinion nature that are published on this website are the sole responsibility of the editor. Comments made by visitors are their own responsibility and if they violate the rights of others or are detrimental to good manners, they may be deleted by the editor, without waiting for authorization from the author of the comment.
Security of your personal information
This website is responsible for ensuring your security and privacy in terms of information and respect for your data, within the framework of the limitations imposed by the Internet, taking into account that we are not exempt from computer attacks or malicious persons.
Obtaining your information
The personal information obtained on this website are provided by you, making full use of your freedom. The basic personal information that we have about our clients is collected through contact forms, comment or other similar forms.
Use of information:
By providing us with your data, you agree to accept and agree with our data protection policy, and it is understood that you authorize us to use your data for: a) the very purpose for which it has been provided; b) To consider it within our traffic statistics, thus increasing our advertising and marketing offer; c) better target the services offered here and value them at your discretion; and d) send emails with our newsletters, respond to concerns or comments, and keep you informed as our client or user.
Procedure to opt out or cancel your subscription:
To remove your data from our subscriber list and no longer receive our notifications, you may at any time request the removal of your information from our database by sending an email to reservas@oshhotels.com.
Use of cookies:
The use of cookies and your IP address, collected by this site, is for the sole purpose of maintaining a site according to your local preferences (such as web browser used, operating system, ISP, etc.). “Cookies” allow us to deliver content tailored to the interests and personalized needs of our visitors. Cookies also may use by third parties that have a presence on this website, such as advertisers or advertisement of the same, for the sole purpose of providing additional or relevant information to the user’s navigation on this website.
Modifications to our privacy policies
This website reserves the right to modify, rectify, alter, add or delete any point of this document at any time and without prior notice, and it is the responsibility of visitors to keep themselves informed about it for proper management of their information.
Statistics and other related sites:
For the proper functioning of this website, various cookies are used, both from the site and from our suppliers, as explained in the link for cookies already registered on your computer or through the use of a script.
The cookies used are only recorded on your computer for statistical purposes, being omitted data that could result in collection of important character.
Special note on Google advertising:
All advertising served by Google Inc., and affiliated companies, may be tracked using cookies. These cookies allow Google to serve ads based on your visits to this site and other sites that use Google`s advertising services. Learning to opt out of Google’s use of cookies, as mentioned in the cookie policy, tracking by Google through cookies and other mechanisms is subject to Google’s privacy policies.
Cookies Policy
In compliance with the provisions of Law 1581 of 2012 on the protection of personal data.
What Are Cookies?
A cookie is a file that is downloaded to your computer when you access certain web pages. Cookies allow a website, among other things, to store and retrieve information about a user’s browsing habits or their device and, depending on the information they contain and how you use your device, they can be used to recognize you as a user.
What Types of Cookies Does This Website Use?
This website uses the following types of cookies:
Analytics Cookies:
These cookies, when properly managed, allow us to quantify the number of users and perform statistical analysis of how users interact with the services offered. Your browsing behavior on our website is analyzed in order to improve our products and services.
Technical Cookies:
These cookies allow users to navigate within restricted areas and use different functions, such as completing the purchase process for an item.
Personalization Cookies:
These cookies allow the user to access the service with certain predefined general characteristics based on criteria from the user’s device, such as language or browser type.
Advertising Cookies:
These cookies, when properly managed, allow the most efficient management of advertising spaces within the content of the requested service or based on your use of our website. They enable us to analyze your internet browsing habits and display advertising related to your browsing profile.
Behavioral Advertising Cookies:
These cookies allow the efficient management of advertising spaces that may be included on a web page, application, or platform from which the requested service is provided. This type of cookie stores information about visitors’ behavior obtained through continuous observation of their browsing habits, allowing for the development of a specific profile to display advertising based on that behavior.
Disabling Cookies
You can allow, block, or delete cookies installed on your device by configuring the options in your internet browser.
Third-Party Cookies
This website uses third-party services to collect statistical information and data about website usage. DoubleClick cookies are used to improve the advertising displayed on the website. These cookies help target ads based on content that is relevant to each user, thus enhancing the overall user experience.
We use Google Ads, Meta Ads, TikTok Ads, and Ask Suite services for our analytics and advertising.
Warning About Cookie Deletion
You can delete or block all cookies from this website, but doing so may cause some parts of the site to function incorrectly or affect the quality of the service provided.
If you have any questions about our Cookie Policy, you may contact us through our official communication channels.
