Booking terms and conditions

These terms govern the booking and use of the accommodation and experiences that La Maima offers through this website and its other channels. By sending a booking request, confirming it or making payment, the guest declares that they have read and fully accept these conditions.

Whoever makes the booking must be of legal age and is responsible for the accuracy of the information provided and for compliance with these conditions by everyone included in the booking.

Booking takes four steps:

1. The guest chooses the house and the dates on the site's calendar, which shows real availability synced across all of La Maima's booking channels.
2. They send the request with the number of guests and their contact details.
3. La Maima confirms availability and the total amount, and indicates how to pay.
4. The booking is only firm once payment has been registered and La Maima sends written confirmation with the booking number. Until then the dates are not guaranteed, even if they appear selected on the calendar.

Online payment. When the site offers online payment, steps 3 and 4 happen instantly: the guest pays the deposit (10% of the total value) through Wompi, Bancolombia's payment gateway, and as soon as the payment is approved the booking is confirmed and the confirmation with the booking number is sent. If the payment is not completed, the dates are released when the deadline shown at booking expires.

Published availability is updated continuously, but it may change between the moment of the enquiry and the confirmation. If a date stops being available before payment is registered, La Maima will say so and will offer alternatives or return any amount received.

• All rates are quoted in Colombian pesos (COP), per night and for the whole house, and include any taxes applicable to the accommodation service.
• The rate depends on the number of guests. Each house publishes a table of prices by occupancy on its page; the value of the stay is calculated using the band that matches the group. Above the highest band an extra guest charge applies, also published on the page.
• Midweek discount. Monday to Thursday nights that are not public holidays carry a 25 % discount on the published rate, except between 14 December and 15 January. Tres Casitas does not apply that discount because it publishes its own Monday-to-Thursday rate, lower than its weekend one. A stay that mixes different kinds of night is charged night by night, and the breakdown is shown before you send the request.
• Breakfast. It is included in the rate of the houses whose page says so. At Casa Maima it is charged separately, at $25.000 COP per person.
• Minimum stay. Over long holiday weekends, during Easter Week and between 23 December and 7 January a minimum number of nights applies, different for each house and published on its page. The booking calendar checks it before allowing the request.
• Deposit. Booking requires a deposit of 10% of the total value, which is deducted from the stay. The conditions of that deposit are set out in the cancellation policy.
• Online payments are processed through Wompi, Bancolombia's payment gateway, which accepts credit and debit cards, PSE bank transfers, Nequi and Bancolombia transfers. On the site, the deposit (10% of the total value) is paid online; any remaining balance is paid on arrival. La Maima never sees or stores card details.
• The applicable rate is the one in force and confirmed in writing when the booking is closed; once confirmed, it does not change. The transaction receipt is generated by the gateway; the electronic invoice, where requested, is issued by La Maima in accordance with Colombian tax regulations.

Each house has a published maximum capacity on its page, and that capacity cannot be exceeded. The figure reflects the number of beds, safety conditions and the load the nature reserve can sustain.

Extra guests, visitors or undeclared overnight stays are not allowed without prior written authorisation from La Maima. Breaching this condition entitles the establishment to charge the corresponding amount or to end the stay without a refund.

Children count towards the maximum capacity and must be accompanied at all times by a responsible adult.

• Check-in: from 3:00 p.m. Earlier arrival is possible if the house is already available; please arrange it in advance.
• Check-out: at 1:00 p.m. If there is no following booking in the same house there is flexibility to leave later, arranged directly with the guest.

Arrivals outside these hours must be arranged in advance: the reserve is reached by mountain road and staff are not always available at any hour.

On arrival, all guests must show their identity document and fill in the hotel registration card required by Colombian tourism regulations.

La Maima has been a nature reserve under restoration for three decades. The house rules exist to protect the forest, the wildlife and the rest of other guests, and following them is mandatory. In general terms:

• This is a place to rest, not a place for loud parties. Please respect other people's rest: no loud music and no noise that can be heard from the other houses.
• Smoking is not allowed.
• No fires outside the areas set aside for them.
• Do not feed, chase or remove native wildlife or plants, and do not leave the signposted trails.
• Do not leave rubbish on the trail or anywhere else on the property: waste is separated and left at the points provided.
• Report any accident or damage —a broken glass, for instance— to the team. The house is returned as it was handed over.
• Use of the natural river pool, the trails and the common areas is at each guest's own risk.

Pets: La Maima is pet friendly

Pets are welcome at no extra cost, on these conditions:

• The owner is responsible for their pet and must keep an eye on it at all times.
• Vaccinations and deworming up to date.
• Hotel towels are not to be used for animals.
• Any damage or excessive mess caused by the pet is repaired or paid for.

On arrival we hand over a guide with the reserve's ten house rules.

Events and celebrations

We do host events —weddings, dinners, corporate lunches, birthdays— with a tailored quote. Any celebration must be agreed with La Maima in advance: it is not covered by the accommodation rate.

The full, up-to-date list of house rules is provided with the booking confirmation and is available in every house. Serious or repeated breaches entitle La Maima to end the stay with no right to a refund.

• Breakfast: served between 8:00 and 9:30 in the morning, every day. In the houses whose rate includes it, it is also served midweek; in the others it is charged separately (see section 4).
• Lunches: available at weekends and, midweek, for groups of more than six. Please arrange them in advance.

The conditions for cancellation, date changes, no-shows and refunds are set out in the cancellation and refund policy, which forms an integral part of these terms.

La Maima is responsible for properly providing the accommodation service booked and for keeping its facilities in safe working condition.

The guest acknowledges that they are staying in a natural mountain environment, with uneven ground, trails, bodies of water, wildlife and changeable weather. Accordingly:

• Each guest is responsible for their own safety, for that of any minors in their care, and for the sensible use of the trails, the natural pool, the fire pit areas and the other common areas.
• The guest is liable for damage that they or their companions cause to the facilities, the furniture or the natural surroundings.
• La Maima is not liable for the loss of money, jewellery, electronic equipment or other valuables that the guest has not handed over for safekeeping, nor for items left inside vehicles.
• La Maima is not liable for non-performance caused by force majeure, including road closures, landslides, extreme weather, prolonged utility outages or decisions by the authorities.

None of these provisions limits the rights that Colombian law grants to consumers.

These terms are also governed by the Colombian Consumer Statute (Law 1480 of 2011). In particular:

• Requests, complaints and claims: may be submitted by WhatsApp at +57 311 308 2813 or by email to [To be confirmed with La Maima: official contact email address]. They are answered within fifteen (15) business days of receipt.
• Right of withdrawal: where applicable under article 47 of Law 1480 of 2011, it may be exercised within five (5) business days of entering into the contract, provided the service has not started. The refund is made within thirty (30) calendar days of the request.
• Payment reversal: for purchases made by electronic means, the reversal mechanism in article 51 of Law 1480 of 2011 and its implementing rules applies.

The texts, photographs, logos and other content on this site belong to La Maima — Hotel Campestre or are used with the permission of their owners. You may consult and share them citing the source; reproducing them for commercial purposes without prior written permission is not allowed.

Using the site for unlawful purposes, mass automated scraping of its content and any conduct that affects its operation or security are prohibited. La Maima aims to keep the site permanently available but does not guarantee that it will be free from interruptions for maintenance or for reasons beyond its control.

The processing of personal data provided during booking and the stay is governed by the privacy and personal data policy, adopted in accordance with Colombian Law 1581 of 2012 and Decree 1377 of 2013.

These terms are governed by the laws of the Republic of Colombia. Any dispute that cannot be resolved by agreement will be submitted to the competent courts of the Republic of Colombia.

La Maima may amend these terms to adapt them to regulatory or operational changes. The version that applies to each booking is the one published on this site at the time it is confirmed, and the last-updated date appears at the top of the document.