INFORMATION FOR YOUR TRIP

Travel with everything clear.

Read Hola Medellín's policies and confirm the specific conditions of your booking with our team.

General rules and policies

To guarantee a booking made 60 days in advance, a deposit of 50% of the total travel package price is required.
The full amount (100%) must be paid 30 days before the trip.
Payments may be made by bank transfer, bank deposit or credit card (with a 3.5% surcharge).

Cancellations made between 30 and 60 days before departure: a 25% penalty applies to all purchased services, except airfare, which depends on the selected fare family.
Cancellations made between 16 and 30 days before departure: a 50% penalty applies to all purchased services, except airfare, which depends on the selected fare family.
Cancellations made less than 15 days before departure: a 100% penalty applies to all purchased services, except airfare, which depends on the selected fare family.
A no-show incurs a 100% penalty, without exception.
Cancellations made more than 61 days in advance incur no penalty on purchased services, except airfare, which depends on the selected fare family.
Travel insurance is recommended (please ask for more information). It may cover cancellations, lost luggage and medical emergencies.

All travellers must hold a valid passport with at least 6 months of validity, a visa where applicable and the required immigration permits.
Where applicable, minors must have duly notarised travel authorisations, birth certificates and identity documents.
Hola Medellín is not responsible for delays, cancellations or losses caused by expired, incorrect or incomplete documentation required by immigration authorities, embassies or airlines.

Check your destination's immigration and health requirements in advance.
Check your passport's validity and make sure it has enough blank pages.
Apply for required visas well in advance.
Carry printed and digital copies of your travel documents.
If you have dual nationality, check which passport you should use.
Allow for embassy and consulate processing times and any additional requirements.
If you plan to rent a vehicle, bring a valid driving licence. Foreign visitors are also advised to carry an international driving permit.

Exact baggage allowances depend on each airline's policies. Travellers must confirm this information in advance.
Travellers must tell Hola Medellín how much luggage they will bring so suitable ground transport can be arranged. Extra luggage may incur additional charges and is subject to space availability in the vehicle.

Itineraries may change due to force majeure, operational reasons or weather conditions, in accordance with each service provider's specific policies. The order of visits may be adjusted according to availability.
Clients must arrive on time at meeting points. Hola Medellín is not responsible for delays caused by clients. If unable to attend an activity, the client must give advance notice; Hola Medellín will try to reschedule where possible.

Service terms and conditions

Prices may change without notice due to external factors such as exchange-rate fluctuations, tax changes or special events in the city.
Under current regulations, Colombian citizens and tax residents are subject to 19% VAT on hotel accommodation. This tax is collected at hotel check-in.

Tickets or admission, accommodation, meals, transfers, guided tours and medical assistance coverage, according to the purchased package.

Local taxes, additional food and drinks, tips, optional tours, personal expenses, additional insurance, extra transport and any service not expressly listed in the packages and bookings.

Hola Medellín is not responsible for optional services at the destination that the traveller books directly with local providers.

Medical assistance is included for travellers up to 75 years of age. Travellers over 75 must purchase additional insurance.
Purchasing the travel insurance offered by Hola Medellín is strongly recommended. It covers medical emergencies and trip cancellation or interruption under its stated conditions.
Passengers must disclose any special medical condition before purchasing.

Hola Medellín liability clause

Hola Medellín acts as an intermediary between the client and service providers (airlines, hotels, local operators and others). While fully committed to supporting the client, it does not assume liability for:
Flight changes, cancellations or delays.
Visa refusals or denial of entry to destination countries.
Loss, theft or damage to luggage or personal documents.
Force majeure events, such as natural disasters, strikes and political unrest, among others.
Services independently booked by the traveller with third parties not authorised by Hola Medellín.

For cancellations caused by force majeure or the traveller's voluntary withdrawal, each provider's refund policies apply. Hola Medellín will manage the relevant requests but cannot guarantee favourable outcomes or specific processing times.

Data protection and security policy

All client information will be handled in accordance with our Data Protection Policy and in compliance with Law 1581 of 2012.
Data will be used solely to provide services and will not be shared with third parties unrelated to those services.