Tourism Consumer Protection

TOURISM CONSUMER PROTECTION

TOURIST RIGHTS

• Receive truthful, clear, understandable and sufficient information regarding price, benefits, discounts, coverage, season (high or low) and, if applicable, renewal of the contracted service.
• To receive the services contracted by him under the terms offered and agreed.

In case of non-compliance with the services offered or agreed upon, you can choose:

• The refund of the money paid.
• Compensation for non-compliant service.
• Exercise the right of withdrawal as established by Article 47 of Law 1480 of 2011, Consumer Statute.
• Obtain another service of the same quality.
• File your claim or complaint with the Superintendency of Industry and Commerce.

TOURIST OBLIGATIONS

To appear and use the agreed services. Otherwise, the provider may require the user to pay 20% of the total price or established rate, or retain the deposit or advance previously received from the tourist user, if so agreed. (Article 65 Law 300 of 1996).

Please note that if you wish to extend or renew the agreed services, you must notify the provider with reasonable advance notice, and that this is subject to availability and capacity.

WHO IS A TOURISM SERVICE PROVIDER

This refers to any individual or legal entity that regularly provides, mediates, or contracts directly or indirectly with tourists for the provision of services and is registered in the National Tourism Registry. The service provider makes its information publicly available to ensure the protection of tourists' rights.

• NAME: HOTEL SAN SIMÓN SA
• NIT:
• ADDRESS: STREET 19 N° 7-41 PEREIRA, RISRALDA.
• EMAIL: administracion@hotelsoratama.com
• WEBSITE: www.hotelsansimon.com
• PHONE: 57 606 3334595

RIGHTS OF TOURISM SERVICE PROVIDERS:

• To be registered in the National Tourism Registry, free of charge, after fulfilling the requirements established by law.
• To receive fair payment for services rendered.
• To the compensation for the tourist's failure to appear.
• To have professional recognition and protection from the State.
• To proper guidance from the officials of the Directorate of Sectoral Analysis and Promotion.

OBLIGATIONS OF TOURISM SERVICE PROVIDERS

• Register and update your information in the National Tourism Registry.
• Adjust your advertising in terms of price, quality, and coverage of the service offered and agreed upon.
• Comply with the rules governing tourism activity.
• Ensure the satisfaction of its consumers.
• Provide truthful, clear and sufficient information regarding the products offered.
• To carry out their professional activity within the guidelines of healthy competition and loyalty towards the tourist and other tourism service providers.
• Fulfill and guarantee the services agreed with the tourists, respecting the terms offered and agreed.
• Provide the information and documentation requested by the Ministry of Commerce, Industry and Tourism.
• If the service provider cannot grant the extension, the law requires them to suspend the service and take all necessary measures to ensure that the user can retrieve their luggage and personal belongings or transfer them to a secure and suitable storage facility.
• In the event of the impossibility of providing the service of the same quality, contract at their own expense, with a third party, the provision of the unfulfilled service (Articles 63 and 64 Law 300 of 1996).
• Adopt the Code of Conduct established by the Ministry of Commerce, Industry and Tourism to protect minors from all forms of exploitation and sexual violence originating from national or foreign tourists, in accordance with the provisions of Law 679 of 2001.

TOURISM SERVICE PROVIDERS SUPERVISED BY THE VICE MINISTRY OF TOURISM

• Hotels, holiday resorts, campsites, tourist accommodations and other types of non-permanent lodging,
• Excluding establishments that provide accommodation services by the hour.
• Travel and tourism agencies, wholesalers and tour operators.
• Tourist representation offices.
• Tour guides.
• Professional operators of congresses, fairs and conventions.
• Vehicle rental companies for tourism.
• Users, operators, developers and industrialists in tourist free zones.
• Companies that promote and market timeshare and fractional ownership projects.
• Restaurants and bars whose net operating income exceeds 500 current legal monthly minimum wages.
• Companies that collect savings for travel and prepaid tourist services
• The concessionaires of tourist services in the park
• Any others that the Ministry of Trade, Industry and Tourism determines
• Specialized land transport companies, chiva operators and other motor vehicles that provide tourist transport services

WHY IS A TOURISM SERVICE PROVIDER BEING SANCTIONED?

When, in the course of professional activity, after investigation, the service provider incurs the infractions established in article 71 of law 300 of 1996, which consist of:

• Submitting false documentation when requested.
• Using misleading advertising that does not match your services, quality, or coverage.
• Offering misleading or erroneous information about the contract, its conditions or about the rights and obligations of tourists.
• Failure to provide the services offered.
• Failure to comply with obligations to tourism authorities.
• Violating the rules that regulate tourist activity.
• Operating without being registered in the National Tourism Registry.

FAILURE TO PROVIDE TOURIST SERVICES

If the service provider does not fulfill what was offered or does so only partially, the tourist may go to the Tourist Protection Group, within 45 days following the occurrence of the total or partial non-compliance, to file a complaint for the protection of their rights.

HOW TO FILE A COMPLAINT

• Submit the complaint to the Tourist Protection Group.
• Summarize the content of the claim.
• Name and address of the tourism service provider
• Name, identity document and address of the claimant.
• Attach photocopies of any documents that are necessary as evidence of the claim submitted.
• Send the complaint to the Ministry of Commerce, Industry and Tourism.