Privacy Policies
SOME POLICIES AND CONDITIONS
- We have a strong environmental policy; therefore, we kindly ask you not to bring food or drinks from outside.
- The establishment is smoke-free. If you wish to smoke, please move outside and ensure you do not disturb others.
- You may bring small pets (see conditions here). If you are staying with us, an additional cleaning fee will apply.
- Do not make purchases from street vendors. We make a significant effort to maintain a space free of sales pressure. If you really wish to purchase something, please step outside the premises with the vendor.
- We offer our own massage services at a very good price. Please do not hire external masseurs. If you wish to use an external massage service, kindly do so outside the establishment.
- The establishment plays ambient music at a suitable volume for everyone. The use of external speakers is not allowed to avoid sound interference.
- We kindly request that you settle your bill by card, as it is very difficult to provide change on an island. Please make the payment at least 15 minutes before your scheduled departure time to ensure you can board your desired boat.
- During your stay, if any situation arises and you need assistance, please request the presence of our “guest service manager” (customer service supervisor). They will be happy to assist you.
- In the event that you are unable to attend, no refunds will be issued for amounts already paid.
- You will be in a natural environment. We recommend bringing insect repellent.
- All our reservations have an assigned spot on the beach or by the pool. Beach placement depends on the number of people in the reservation, the package purchased, and the time of arrival. Front-row spots on the beach (facing the sea) are primarily assigned to accommodations and on a first-come, first-served basis. Couples are generally assigned beach beds or spaces in the side kiosks, which are designed for two people.
- Remember, you are on an island. We appreciate your cooperation in using water responsibly and disposing of trash properly!
CANCELLATIONS:
- Cancellations are NOT allowed. Non-refundable.
- You may modify the date up to 30 days before the trip during high season or 1 week before during low season. In such cases, a gift voucher valid for 1 year will be issued.
Let me know if you’d like further adjustments! 🌿✨
ACTIVITIES DURING YOUR STAY
We would like to remind you that your reservation includes the following group wellness activities:
- 8:00 AM & 11:00 AM: Yoga or Energy Elevation
- 3:00 PM: Guided Relaxation
- 6:30 PM: Fire Ceremony
Additionally, we offer various individual options perfect for helping you unwind and relax: relaxing massages, ancestral Arahuaca therapy, sound baths with singing bowls or gongs, and more.
If you wish to schedule any activity in advance, please let us know.
We can also assist you in booking any other services during your visit to Cartagena: diving, cultural experiences, historical tours, community visits, horseback riding, ATVs, local cooking classes, mangrove tours, birdwatching, and dozens of other activities you can enjoy in beautiful Cartagena.
BOAT SCHEDULING – NAUTICAL POLICIES
Our boarding point is at Castillogrande Beach , behind the Bocagrande Hospital. A member of our team (beach host) will be there to greet you. Their contact number, in case you need to reach them, is: +57 300 4889421 .
It is necessary to fill out the form at least 24 hours before the scheduled date to ensure proper boat scheduling.
Please arrive 10 minutes before the agreed departure time. The boat will wait a maximum of 10 courtesy minutes . If you miss the boat, we will do our best to reschedule for the next one, but priority boarding on the next boat cannot be guaranteed.
Boarding the boat in Castillogrande is done from the water. We recommend wearing shoes that are easy to remove (flip-flops) or that can get wet.
You must wear a life jacket throughout the journey and follow the crew’s instructions.
For the return trip, you must schedule it directly with the staff on the island at least 3 hours in advance (or the day before if departing early in the morning). Your spot is subject to availability; the earlier you schedule your return time, the better, as spaces per trip are limited.
REMEMBER:
- You must bring your ID.
- We are committed to combating commercial sexual exploitation, especially involving minors (ESCNNA). These practices are prosecuted and penalized under Colombian law.
NOT INCLUDED:
Services not specified and taxes stipulated by the national government applicable to the dates of your trip.
PETS POLICIES:
- Only small pets are allowed (maximum 14kg). See reference table to identify the breed (or mix) of your pet.
- There are other animals around: dogs, cats, iguanas, birds… your pet must be sociable. It cannot chase other animals or bark.
- They cannot relieve themselves within the perimeter of the hotel. They must be taken out to relieve themselves and you must be responsible for picking up after and disposing it.
- They cannot go into the pool.
- This is a quiet area. Excited pets or those that disturb the peace are not allowed.
- In the case of accommodation (if they stay overnight) there is an additional cleaning fee of $200,000COP.
