1. Reservation and Confirmation Policy
• Advance Booking: Reservations in advance are best to guarantee Booking. We encourage Guests to contact us as soon as their medical procedure has a set date. We understand things can change, but rest assured that we WILL work with you to accommodate for any unexpected situations. Once Booking is received, we will confirm availability immediately. We will only charge the 25% Reservation Deposit if we have availability. Once confirmed and the reservation deposit received, Guests will receive a Formal Reservation Confirmation via email, text message, or phone call. This Reservation Confirnation will include Stay Dates, Package Selected, and Agreed-Upon Services.
• Reservation Deposit: A deposit of 25% of the total stay cost is required to secure the reservation. Guests can make Credit or Debit Card payments securely on our website. The 25% deposit confirms availability and guarantees the room for the requested dates.
• Formal Confirmation: Only Formal Confirmed Reservations are guaranteed availability. Cancellations and/or modifications are evaluated on a case-by-case basis.
• Extension of Reservations: Requests for stay extensions are subject to availability and will be confirmed only after checking the booking schedule. The extension is valid only when the Host receives approval from management, an invoice for additional days is provided, and payment is made. Without these requirements, the availability of the room cannot be guaranteed.
2. Reservation Modification and Cancellation Policy
• Reservation Modifications: Reservation modifications must be requested in advance and are subject to availability. Once the Guest has checked into the house, no modifications or refunds will be accepted for early check-out, as we uphold our commitment to keeping the room available for the full reserved stay.
• Reservation Cancellations: Cancellations must be made at least 10 days prior to the scheduled start of the stay to avoid additional charges. Cancellations made outside this period will incur a 100% penalty of the deposit paid. If a cancellation is made due to a reschedule in the date of the procedure / surgery, a Credit will be issued to use for the future new date.
3. Payment Policy
• Accepted Payment Methods: Payment can be made via Wire Transfer, Credit or Debit card, Online, or in Cash. Please note that the 25% Reservation Deposit is required to secure the booking.
• Payment Fees: Payments with credit and international cards have a 3% transaction fee.
• Outstanding Balance: The remaining balance of the stay must be paid prior to check-in or as agreed upon in the Formal Reservation Confirmation.
• Non-Refundable Policy: Once the reservation is confirmed and payment is made, amounts paid are non-refundable, except in exceptional situations at management’s discretion.
4. Liability and Limitation of Medical Services Policy
• Nature of Services Provided: Excellence Recovery Home is a specialized post-operative lodging facility and not a medical center. Services provided are for rest and basic follow-up, but do not include direct medical care.
• Insurance Requirement: All patients must have a medical insurance policy provided by their surgeon or medical institution, which should cover any medical eventualities related to their procedure for a minimum of 30 days.
• Follow-Up and Notification Services: Excellence Recovery Home provides basic follow-up on Guests’ progress and notifies the treating surgeon or medical professional with general updates. This does not constitute diagnosis or medical treatment.
• Emergency Protocol: In case of a medical emergency, the Excellence Recovery Home team is trained to notify the physician and coordinate an ambulance for prompt care at a medical facility. We do not assume direct responsibility for the Guests’ medical treatment or expenses incurred.
• Limitation of Liability: Excellence Recovery Home is not liable for any medical complications, adverse reactions, or outcomes from the guests’ surgeries or medical procedures. Medical responsibility rests solely with the treating surgeon, medical professional, and/or the medical institution.
• Consent and Acceptance of Conditions: All guests must sign and accept an informed consent form outlining these policies prior to their check-in.
5. Personal Belongings and Lost Items Policy
• Personal Belongings Responsibility: Excellence Recovery Home is not responsible for personal items left in the room or common areas. It is the guest’s sole responsibility to ensure all belongings are collected upon departure.
• Forgotten Items: Should a personal item be found by the staff after the guest’s departure, the guest must coordinate its retrieval or shipment at their own cost and risk. Excellence Recovery Home is not responsible for lost, forgotten, or damaged items.
6. Data Protection and Confidentiality Policy
• Handling of Personal Data: Excellence Recovery Home complies with Law 1581 of 2012 for the protection of personal data. Health information and personal data of guests will be treated with strict confidentiality and shared only with third parties under the guest’s explicit authorization.
• Consent to Share Medical Information: Should the guest requires additional medical services? In this case, their consent will be requested to share any relevant information with external providers.
7. Conduct Policy
• Compliance with Rules of Conduct: Guests are expected to respect coexistence rules and respect others. Loud Music, Smoking, Verbal Offenses will not be tolerated. Excellence Recovery Home reserves the right to terminate a stay due to inappropriate behavior.
• Responsibility for Damages: Any damage to the facilities caused by the guest is their responsibility and will be charged to the original form of payment as specified on their contract. Guest must cover repair or replacement costs.
• Valuables and Security: Excellence Recovery Home is not responsible for loss or damage to personal items and recommends not leaving valuables unattended.
8. Complaints and Conflict Resolution Policy
• Submitting Complaints: Complaints or issues must be submitted in writing via email. Please allow a 24-hr window for a response. If the situation is critical, kindly request the Host to contact management for instructions.
• Conciliation Process: Excellence Recovery Home will attempt to resolve any disputes amicably. If an agreement cannot be reached, parties may resort to legal channels.
9. Communication Policy
• Official Channels: All official communications regarding reservations, payments, cancellations, or modifications must be made only through the authorized contact channels of Excellence Recovery Home.
• Response Time: Excellence Recovery Home will respond to requests within a maximum of 24 hours to ensure timely attention.