Inversiones Villarocket is a simplified stock company, registered in the Commercial Registry under number 03478489, whose registered office is located at Calle 81 Number 11 - 68 office 412 of Bogotá, Colombia.

Inversiones Villarocket is registered in the national tourism registry number 165649 and whose insurer is: SURA

Inversiones Villarocket operates the website https://www.cleotilde.co

Contact us at: contact; phone: +57 3202029477

1. Preamble

These general terms and conditions (hereinafter, the "General Terms and Conditions") are intended to define the terms and conditions under which Inversiones Villarocket allows its clients (hereinafter, the "Client(s)") to benefit from all services, in particular reservation services, which are available on this Site and are described in more detail below (collectively, the "Services").

Before booking any Service on the Site, the Client declares (i) that said Client acts for his own personal purposes that are not part of his commercial, industrial, artisanal, independent or agricultural activity and (ii) the Client has full legal capacity to accept these current General Terms and Conditions.

The Client is invited to carefully read these General Terms and Conditions, the prior acceptance of which is mandatory for the reservation of any Service offered on the Site. Customers are recommended to save and print these General Terms and Conditions using the standard functions of their browser and computer. The Client must also consult the Specific Conditions that are included in the price list, and which are specific to each Establishment.

Inversiones Villarocket reserves the right to modify or supplement, at any time, totally or partially these General Terms and Conditions. In this case, the new version of the General Terms and Conditions will be available on the Site with the effective date. Customers are advised to periodically consult the General Terms and Conditions to be aware of any changes. In any case, the Client will only be bound by the version of the Terms and Conditions in force at the time the Client makes the reservation for their Service.

The Client assumes sole responsibility for paying, if necessary, all the technical means necessary to access the Site.

2. Description of services

2.1 Villarocket investment services

‎Inversiones Villarocket offers (i) house reservation services or other types of accommodation ("Accommodation Services") (2.1.1) and (ii) complementary services to said Services ("Complementary Services") on its Site (2.1. 2). .

The Accommodation Services and the Complementary Services will hereinafter be jointly referred to as the "Villarocket Investment Services."

2.1.1 Hosting services

The Site allows the reservation of luxury homes under an Inversiones Villarocket brand (hereinafter collectively referred to as the "Establishments").

They are presented during the booking process as described in Article 3 below.

In this regard, it is noted that each Establishment has its own special terms and conditions applicable to the selected rate also available on the Site (hereinafter, the "Special Conditions") which are made known to the Client before any reservation on the site. . For example, check-in and check-out times, guarantee policy, cancellation period, access to Wi-Fi, specific conditions applicable to children and whether animals are allowed on a leash or in a cage in the common areas of the Establishment (for hygiene reasons, they are never allowed). animals are allowed in the dining rooms) may be detailed in the Particular Conditions.

In accordance with current regulations in the country, the Client may be asked to complete a police form upon arrival at the Establishment. To do this, the Client must present an identity document that allows the Establishment to verify whether the Client must complete a police form.

Clients who have opted for the online billing service declare that they authorize INVERSIONES VILLAROCKET and/or the Establishment to previously complete the police form with the data provided to them at the time of booking.

Upon arrival at the Establishment, the Client must sign the police form after checking the accuracy of the data completed previously and after modifying them if necessary.

If the Client refuses to complete or sign the police form, he acknowledges that he has been informed that the Establishment has the right to refuse to make the reserved establishment available to him.

2.1.2 Complementary services

The Site also allows the reservation of Complementary Services, such as breakfast, a bottle of champagne upon the Client's arrival or the improvement of Accommodation Services, a treatment (defined as a service offered by an Establishment, which may be a body treatment or facial, an exfoliation, a massage or any other treatment offered in the Establishment's catalog and subject to the Special Conditions defined by the Establishment).

Complementary Services also include travel services within the meaning of article 3.1 of Directive (EU) 2015/2302, of November 25, 2015, on Package Travel and

For the purposes of the Directive, the booking of a combination of travel services such as accommodation, transport, car rental and other tourist services (tours, excursions, experiences, etc.) may constitute linked travel services or a tourist package.

For example:

• Linked travel services include the booking of a proposed car rental within 24 hours of booking an Accommodation Service.

• A tourist package includes the reservation of an Accommodation Service combined with a massage treatment; or booking an Accommodation Service combined with a visit to a private island; or the reservation of a yacht or boat, etc.

3. Reservation process

The Customer chooses any Service presented on the Webite or those of its Partners by following the process provided for this purpose

3. Reservation process

The Client chooses any Service presented on the Website or those of its Partners following the process provided for this purpose.

3.1 reservation of Villarocket investment services

The Villarocket Investment Service reserves

are carried out by the Client on the Site.

The reservation process varies according to the Client's route and request; Includes the following steps for booking stays with one or more Complementary Services:

- Step 1: introduction of search criteria for a destination, Establishment and, where applicable, one or more Complementary Services;

- Step 2: the results and selection of an Establishment and, where appropriate, one or more Complementary Services;

- Step 3: the details and characteristics of the selected Service(s), especially if it is an Accommodation Service: the characteristics of the Accommodation (room type, room size, TV, minibar, etc. ), length of stay, options offered (for example: breakfast, Wi-Fi access, etc.), the total price of the reservation including details of applicable taxes, the legal information form in the case of a related trip or tourist package, and any applicable Special Conditions (guarantee policies, cancellation policy, check-in time, etc.);

- Step 4: the summary of the Service reservation with:

(i) a declaration of the main characteristics (length of stay, characteristics of the Accommodation Service and/or the Complementary Service(s), amount including applicable taxes) and,

(ii) indication by the Client of their contact information: either by identification through an existing account, or by completing all required fields (indicated by an asterisk).

- Step 5: the completion of the Service reservation by the Client with:

(i) indication of your payment details, either in the case of partial or total prepayment of the reservation prior to the stay, or in the case of requesting a reservation guarantee for the Accommodation Service and other services

(ii) the review and acceptance of the General Terms and Conditions and the Specific Conditions related to the reservation before validation by the Client;

- Step 6: acceptance of the reservation of the Service(s) by INVERSIONES VILLAROCKET and the Establishment in question;

- Step 7: an email is sent to the Client confirming the reservation of the Service(s) summarizing the reservation of the Service(s)

d, the price(s), the Specific Conditions accepted by the Client, the date of the reservation made, the information related to the after-sales service and access to the General Conditions and the address of the Establishment in which the Client is located. You can file any complaint.

All reservations are considered made at the moment the Client clicks on the "complete your reservation" page (i) in the case of a prepaid reservation, on the "Pay" button or (ii) in the case of a reservation to pay within the Establishment, on the “Confirm” button.

The Client may make a reservation for Villarocket Investment Services on behalf of one or more additional people up to a maximum of 10, except as provided in the specific Terms and Conditions of the Establishments.

4. Price and payment

4.1 PRICE

The prices related to the reservation of the Services are indicated before, during and after the reservation.

For Accommodation Services, the prices shown are per full house (4 rooms) for the number of people and date selected.

When confirming the reservation of a Service, the total price is indicated to the Client in the amount with taxes included in the commercial currency of the Establishment (which in some cases may be different from the local currency of the Establishment) and is valid only for the period indicated in the place.

If payment of the total price of the reserved Service is made at the Establishment in a currency other than that confirmed in the reservation, currency exchange costs are the responsibility of the Client. Please note that if a conversion from the currency confirmed in the reservation to another currency appears on the Site, it is provided for informational purposes only and is not contractual, especially taking into account the possible change in exchange rates between the date of the reservation and the dates of stay at the establishment.

Unless otherwise indicated on the Site, options (e.g. breakfast, half board, full board, etc.) that are not offered during the booking of the Service are not included in the price.

The tourist tax, presented during the Service reservation process, is for payment directly at the Establishment, except in the case of advance payment online prior to the stay, where the amount may be included.

Prices take into account the VAT applicable on the day of booking and any change in the applicable VAT rate will automatically be reflected in the price indicated on the billing date.

Any modification or introduction of new legal or regulatory rates imposed by the competent authorities will automatically be reflected in the price indicated on the billing date.

Finally, some promotional offers are only available on the Site and are sold exclusively on the Internet, and in no case are they available at the Establishment's reception.

Generally, prices displayed on the Site are determined through a performance management practice. They may vary depending on the booking period (early booking or close to the date of stay), the dates of stay sought (weekdays/weekends, season, school holidays, holidays, events, etc.), depending on the size of the room. expected demand or other factors such as the geopolitical, climatic or economic context.

In the case of promotional offers, the promotions shown apply to the standard rate of the day offered by the Establishment and that would have been applicable in the absence of the promotion.

4.2 PAYMENT

4.2.1. General provisions

The Client provides their payment details (i) to prepay the reservation before the stay, (ii) as a guarantee of the reservation, or (iii) as a result of the online check-out procedure proposed as part of the Welcome Service as provided. as described in section 4.3 below, directly indicating, in the area enabled for this purpose (secure entry through SSL encryption) when it is a credit card: the credit card number, without spaces between figures, its date of validity (it is noted that the bank card used must be valid at the time of stay) and the security code as part of a prepayment on the platforms offered by INVERSIONES VILLAROCKET

To protect online payments with bank card. Partners examine the validity of the Client's credit card and may reject it for various reasons: stolen or blocked card, limit reached, entry error, etc. In case of any problem, the Client must contact his/her bank and the Establishment or any other entity to confirm his/her reservation of the Service and method of payment.

Online payment methods (cards, wallet, etc.) available and mentioned on the payment page of the Site may be Visa, Mastercard, American Express, PayU. This list is subject to change.

Additional payment methods may be provided for in the specific Terms and Conditions of the brand Establishments.

In case of payment to the Establishment or any other entity, each Establishment or any other entity may accept different means of payment, but the Client must present to the Establishment the credit card used to guarantee the reservation or make the prepayment. The Establishment may also request the Client to present an identification document for the purposes of preventing credit card fraud.

If the Client has not prepaid their stay online, the Establishment may, upon arrival, request from the Client a deposit or a credit card charge authorization to guarantee payment of the amounts corresponding to the services consumed.

Guaranteeing the reservation by credit card means that the Client's payment details are taken at the time of reservation. The Client's credit card is not charged to the card and payment for the stay is made directly to the Establishment on the day of arrival or departure, depending on the Establishment, unless the Client does not show up at the Establishment and has not previously canceled the reservation in accordance with the cancellation conditions of the reserved rate.

4.3.4 Preauthorization

It is up to each Establishment to define the rules relating to pre-authorization.

If the Client has not prepaid their stay online, the Establishment may, on the day of arrival, request from the Client's bank an authorization (also called "pre-authorization") for the credit card, which may be up to the amount of the reservation and a fixed amount to cover possible consumables or expenses incurred by the Client at the premises (breakfast if not included in the rate, restaurant, bar, tourist tax if applicable, etc.) This fixed amount is determined by the Establishment based on the number of people and number of nights reserved.

The pre-authorization request is not an immediate debit but corresponds to a later payment reservation, authorized by the Client's bank, which temporarily reduces the limit of the credit card used to guarantee the possibility of a subsequent debit. In some cases, depending on the Client's bank, the pre-authorization request may appear as a pending debit on the bank account associated with the card used.

When the pre-authorization request has been activated and confirmed by the bank:

- the Client appears at the Establishment, payment for the entire stay is made directly to the Establishment on the day of arrival or departure, depending on the Establishment, which then proceeds to request the release of the pre-authorization request from the Client bank. Any consumption or expense incurred by the Client on the spot must be paid by the Client on the day of departure to the Establishment;

- the Client does not show up at the Establishment on the first day of the reservation, the Establishment will then send a debit request to the Client's bank.

In exceptional cases, the prior authorization request may result in a debit from the Customer's bank before the actual debit is made. In this case, the debit will not be made twice. The balance, if in favor of the Client, will be automatically credited again by the bank to the Client.

If the reservation is canceled after the pre-authorization request has been activated in accordance with the cancellation conditions of the reserved rate, a request to cancel the pre-authorization request will be automatically sent to the bank of the holder of the card used. In exceptional cases, this cancellation may appear as a refund.

Please note that it generally takes twenty-four (24) to forty-eight (48) hours to process the release of the pre-authorized amount (or refund), but it may take up to seven (7) business days or more, depending on the card holder's bank. card.

To activate a pre-authorization request, the customer is asked to provide their credit card information as part of the reservation guarantee. The client is informed in advance of the characteristics of the prior authorization request. Credit card details are only held by INVERSIONES VILLAROCKET's payment service provider, in accordance with a strict bank data security policy.

In the case of pre-authorization, the customer can take advantage of the express check-out service, allowing them to receive their invoice by email and simply leave their keys at the end of their stay.

4.3.5 Failure of the client to appear at the establishment.

In the event of a no-show on the first day of Your reservation for an accommodation service ("No-Show"), the client's reservation will be canceled in its entirety and:

• In the event that the no-show reservation is a non-cancellable and/or non-exhibitable and/or non-refundable reservation, the establishment will retain, as a deposit, the total amount paid by the Client when booking.

• If the reservation that is the subject of a No-Show is a cancellation and/or an exchangeable and/or refundable reservation guaranteed by the credit card, the establishment will charge the credit card provided at the time of reservation for the amount of the tax on the first night reserved. Additional nights (beyond the first night) will be canceled free of charge.

The client is informed that, in such case, the establishment will return their reservation to sale. The customer will not be entitled to any refund or compensation.

At the time of prepayment of a non-cancelable/non-expedient/non-refundable reservation, the deposit amount charged includes the total amount indicated at the time of reservation and, if applicable, the price of the options selected by the customer , as described in article 4.1 above

4.4 ONLINE CHECK-IN

To use the Online Check-in Service, the Client must fully comply with the provisions of this article.

To facilitate and accelerate the arrival and/or departure of the Client from the Establishment, INVERSIONES VILLAROCKET has launched the Online Check-in Service, a procedure to digitize and anticipate the Check-in process, provided that your reservation is suitable for this. service.

The Client will receive, 48 hours before the expected date of arrival at the Establishment, an invitation from the Establishment to benefit from this Online Check-in Service.

5. Cancellation or modification of a service reservation

For Accommodation Services (the reservation of rooms in an Establishment or other type of accommodation), it is noted that the Client does not have the right of withdrawal, this right is excluded for contracts related to the provision of accommodation services and/or a treatment to be provided on a specific date or period.

For each reservation of a Service, the Specific Conditions specify the conditions to cancel and/or modify the reservation.

Reservations with advance payment will not be subject to changes and/or cancellations. The deposit (money paid in advance) will not be refunded.

This is indicated in the Specific Conditions.

When the Particular Conditions allow it:

• the cancellation of the reservation of a Service can be done directly on the Site in the "Check or cancel your reservation" section;

• the modification of the reservation of a Service can be made directly with the Establishment, whose contact details, including the telephone number, are specified in the reservation confirmation email.

In the event of interruption of a Service by the Client, the entire agreed price will be charged. No refund will be granted in case of reservation with advance payment prior to the stay.

In the case of an Accommodation Service, unless expressly stipulated otherwise in the Specific Conditions, the Client must leave the Establishment's room before the time indicated by the Establishment, generally at 12 noon on the last day of the reservation. Otherwise, the Client will be charged for an additional night.

6. Obligations and responsibility of the client

The Client is solely responsible for his choice of the Services on the Site and their suitability to his needs, so INVERSIONES VILLAROCKET cannot be held responsible in this regard.

The Client is also solely responsible for the information provided when creating their account and/or any reservation for a Service. INVERSIONES VILLAROCKET is not responsible for any erroneous or fraudulent information provided by the Client. Furthermore, only the Client is responsible for the use of his or her account and for any reservation made, both on behalf of the Client and on behalf of third parties, including minors, unless fraudulent use is proven due to causes beyond the fault or negligence of the Client. said Client. In this regard, the Client must immediately inform INVERSIONES VILLAROCKET of any hacking or fraudulent use of their email address by contacting their customer service, whose details are provided in article 9.

The Client agrees to use the Site and the Services offered therein in accordance with the applicable regulations and these General Terms and Conditions. In the event of non-compliance with the Client's obligations under these General Terms and Conditions, the Client will be responsible for any damages caused by it to INVERSIONES VILLAROCKET or third parties. In this sense, the Client undertakes to guarantee INVERSIONES VILLAROCKET against all claims, actions or resources of any kind that may arise and to compensate for any damages, fees or any compensation related thereto.

The Client, in particular, undertakes to make a definitive reservation for a Service, to pay the price thereof and to comply with the Specific Conditions relating to it. In fact:

- Any irregular, ineffective, incomplete or fraudulent reservation or payment for reasons attributable to the Client will result in the cancellation of the Service reservation on behalf of the Client, without prejudice to any action that INVERSIONES VILLAROCKET may take against said Client.

- The Client will not invite to the Establishment any person whose behavior may disturb the Establishment and/or the stay of other Clients;

- The Client must not bring into the Establishment (common areas and/or bedrooms) drinks or food of foreign origin, unless the Establishment in question clearly allows it in advance;

- The Client will not smoke in the rooms or in closed areas of the establishment. Some Establishments are 100% non-smoking, which means that smoking is also prohibited in the rooms.

-The Client will not interrupt or interfere with the operations of the Establishment, including his personal ones, will not compromise the security of the Establishment or the people inside;

- In more general terms, any behavior contrary to good customs and public order in the Establishment, as well as any violation of the Internal Regulations of the Establishment, will give rise to the Director of the Establishment and/or any other service provider to request the Client to leave the premises without compensation and/or refund if payment has already been made. In the event that payment has not yet been made, the Client must pay the price of the Services consumed before leaving the premises;

- All minors must be accompanied by an adult and be in possession of a personal identification document; this adult can be anyone with parental consent (the Facility may request proof of this parental consent);

- The Client also undertakes to ensure that the computer resources made available by the Establishment (including the Wi-Fi network) are not used in any way to reproduce, represent, make available or communicate to the public works or objects protected by rights. author or related. intellectual property rights, such as texts, images, photographs, musical works, audiovisual works, software and video games, without the authorization of the owners of the rights provided for in Books I and II of the Intellectual Property Code when such authorization is required . The Client is also obliged to comply with the security policy of the Establishment's Internet access provider, including the guidelines of the security measures implemented to prevent the illicit use of resources and to refrain from any act that undermines the effectiveness of said measures. .

The Client will be responsible for all damages caused by him and/or his guests within the Establishment and will bear all costs derived from said damages and/or non-compliance with the above rules. INVERSIONES VILLAROCKET reserves the right to intervene if necessary and take appropriate measures against the Client.

7. Obligations and responsibility of Villarocket investments

Inversiones Villarocket undertakes, within an obligation of means, to facilitate access to the Site and the Services offered in accordance with the General Terms and Conditions, to act with diligence and competence and to make all efforts, within a reasonable limit, to remedy any malfunction. caught your attention.

However, INVERSIONES VILLAROCKET may be forced to temporarily suspend the Site without prior notice, especially for technical maintenance reasons, without incurring liability.

The Client acknowledges and accepts that the responsibility of INVERSIONES VILLAROCKET does not extend to any inconvenience or damage arising from the use of the Internet network, including, but not limited to:

- the poor transmission and/or reception of any data and/or information through the Internet;

- failure of any reception equipment or communication lines;

- any malfunction of the Internet network that prevents the Site from functioning correctly and/or from booking the Services.

The Site may redirect users to web links of other websites published and managed by third parties, therefore INVERSIONES VILLAROCKET rejects any responsibility for the content of said websites and the services offered on them. In this regard, it is specifically noted that the partners are responsible for the promotion of the offers published on their own websites. The decision to consult third-party websites is, therefore, the total and complete responsibility of the Client.

The Establishments are operated by legal entities independent of INVERSIONES VILLAROCKET.

INVERSIONES VILLAROCKET and the Establishments are bound by a contract under which INVERSIONES VILLAROCKET provides hotel knowledge, brands and various services, including distribution, sales, marketing and loyalty services. Since INVERSIONES VILLAROCKET is an agent of the Establishment, the Client cannot hold INVERSIONES VILLAROCKET or any company in the INVERSIONES VILLAROCKET group responsible for any deficiencies attributable to the Establishment. Information about the Property is available (i) in the booking confirmation email and (ii) in the Property's profile on the Site.

8. Force majeure and relocation

Neither Party can be held liable to the other party in the event of failure to fulfill its obligations as a result of a force majeure event. It is expressly agreed that a force majeure event suspends the fulfillment of the reciprocal obligations of the Parties and that each Party bears the burden of the costs arising therefrom. The events that are considered force majeure are those generally recognized by the jurisprudence of the Colombian Court. If a force majeure event lasts more than thirty (30) days after its occurrence, these General Terms and Conditions may be terminated by either Party without any of them being able to claim damages.

In case of force majeure, exceptional event or impossibility of performing the Service and, in particular, of making the Establishment's room available to the Client, the Establishment may reserve the option of providing accommodation to the Client, in its entirety. or in part, in an Establishment of equivalent category or perform a Service of the same nature, with prior agreement of the Client. Reasonable expenses related to the transfer (additional cost of rooms, transportation and telephone call) between the two Establishments will be paid by the Establishment in question in accordance with the standard procedure existing in said Establishment.

9. Contact, customer service and complaints

Customer Service is at your disposal to address any complaint related to a Service on the Site.

You can contact us in the Support area info@cleotilde.co

To facilitate the processing of claims, it is advisable to send written claims to the Customer Service Department regarding non-compliance or poor provision of the Services within eight (8) days following the date of completion of the Service.

In its relations with customer service, the Client undertakes to be courteous and not to make derogatory comments, in particular with respect to INVERSIONES VILLAROCKET, the Establishments, the entities of its group or its employees or collaborators, in accordance with the rules of common sense and courtesy. INVERSIONES VILLAROCKET reserves the right to take all appropriate measures against the Client in the event of harmful or reprehensible behavior (in particular, unfortunate, malicious or insulting behavior) with respect to INVERSIONES VILLAROCKET, the Establishments, its group entities or its employees. or collaborators.

10. Privacy and protection of personal data

When the Client uses the Site, in particular when making a reservation, INVERSIONES VILLAROCKET processes personal data as described in the "Personal Data Protection Charter".

Thus, the information collected within the framework of the Client's reservation is intended for INVERSIONES VILLAROCKET, its entities, its partners, its service providers (in particular online payment service providers) and the Establishments in order to execute the reservation or take pre-contractual measures.

Once the guarantees provided for by the regulations applicable to an equivalent level of data protection have been established.

In particular, to protect payment transactions, INVERSIONES VILLAROCKET processes personal data to determine the level of fraud risk associated with each transaction. On this occasion, INVERSIONES VILLAROCKET and the Establishments may resort to the risk prevention service provider of the INVERSIONES VILLAROCKET group to perfect their analyses. Depending on the results of the investigations carried out, INVERSIONES VILLAROCKET may take security measures, in particular requesting the Client to use a different booking channel or an alternative payment method. These measures will have the effect of suspending the execution of the reservation or, if the result of the analysis does not guarantee the security of the order, of canceling it. Fraudulent use of a payment method that results in non-payment may result in the Client being included in INVERSIONES VILLAROCKET's incident file, which may lead INVERSIONES VILLAROCKET to block future payments or carry out additional controls.

The Client may at any time exercise the rights granted by the regulations regarding the protection of personal data.

11. Various

The entry of the required banking information and the acceptance of these General Terms and Conditions and the Specific Conditions by electronic means constitute an electronic contract between the Parties that is proof between the Parties of the reservation of the Service and the payment of the sums owed to the execution of said reservation.

The General Terms and Conditions and the applicable Special Conditions constitute the entire obligations of the Parties. No other conditions communicated by the Client may be incorporated herein.

In the event of a contradiction between the Specific Conditions and the General Terms and Conditions, the Specific Conditions will be the only ones applicable to the obligation in question. In case of contradiction between, on the one hand, the general terms and conditions, of any nature, of a Partner and these General Terms and Conditions, on the other, the stipulations of these General Terms and Conditions will be the only ones applicable to the obligation in question.

If one or more provisions of these General Terms and Conditions are considered invalid or declared as such by virtue of a law, regulation or following a decision issued by a competent jurisdiction that has become final, any other provisions will remain in force to their full extent.

The authentic language is Spanish. Unless otherwise provided by law, if the General Terms and Conditions are translated into a foreign language, the Spanish language will prevail over any other translation in the event of dispute, litigation, difficulty of interpretation or in compliance with these conditions and, in a manner more generally, on the relations between the Parties.

The Client acknowledges and accepts that INVERSIONES VILLAROCKET may assign these General Terms and Conditions and all the rights and obligations inherent therein to any third party without the Client's prior written consent. The Client accepts that said transfer releases INVERSIONES VILLAROCKET for future actions. The Client may not assign the General Terms and Conditions, nor the rights and obligations inherent therein to third parties without the prior written consent of INVERSIONES VILLAROCKET.