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GENERAL CONDITIONS
ACCOMMODATION, stay AND RESERVATIONS
duties and rights of the consumer
consumer regulations

POSADAS EVA C.A , AÑO 2024

Nubes en el cielo

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DETENIDAMENTE
su contrato de adhesión


policies and rules
guest contract
(english)

 

GENERAL TERMS OF ACCOMMODATION, STAY, AND RESERVATIONS

Consumer Rights and Duties

Consumer Regulations

POSADAS EVA C.A. RIF J 306596267 Posadas Eva, C.A.

YEAR 2023-2024-2025

COMPANY OWNED BY CABALL DESIGN LLC (USA)

By filling out any of our forms or writing to any of our customer service or sales channels, you agree to receive promotional, informational, and commercial emails from the domain www.posadaeva.com.

PLEASE READ YOUR GUEST ADHESION CONTRACT CAREFULLY

This contract is legally binding. DOWNLOAD YOUR CONTRACT HERE

POSADAS EVA C.A.

PLEASE NOTE THAT BY MAKING YOUR RESERVATION PAYMENT, YOU IMMEDIATELY ACCEPT THIS ACCOMMODATION CONTRACT WITH THE AGREED TERMS AND RESPONSIBILITIES IN ALL THE POSADA'S ACCOMMODATION AND SERVICE POLICIES. YOU ARE ALSO LEGALLY RESPONSIBLE FOR YOUR RESERVATION.

Starlink Satellite Internet Starting from 12-01-2023 for any incoming reservation. (This service has a cost). Please note that it is an international internet service with costs that, due to operational and roaming reasons, cannot be offered in Venezuela for free. You only need to pay $10 per room regardless of the number of days. This is an international roaming internet service that is not free. It will only be charged if the STARLINK service is active. If not active, another internet system will be provided at certain hours free of charge.

  1. NO HIGH OR LOW SEASON DATE IS REPROGRAMMABLE OR REFUNDABLE UNDER ANY CIRCUMSTANCE. CHECK THE PENALTY RATES OR NO SHOW CONDITIONS.

  2. IMPORTANT: AS OF MARCH 2023, PCR IS NOT REQUIRED TO TRAVEL TO LOS ROQUES.

  3. BOAT TRANSFERS 2022, 2023, AND 2024: Transfers at Posada Eva may have an additional service charge and prices may increase without prior notice if the Los Roques boatmen cooperative increases their rates. Boat transfers paid to the posada are non-cancellable and non-refundable; we reserve the right to retain the money as a penalty for incurred expenses.

You must pay the difference to the posada for any increase made by the transfer cooperative regardless of when you paid your reservation.

3.3 If you wish to hire your own boats, you will not have access to the service of towels, coolers, and cart service included in your reservation. We recommend using our allied boat agreements (we are not responsible for inconveniences with boats or boatmen outside our ally agreements provided by our sales team).

3.4 WATER AND ELECTRICITY ISSUES IN LOS ROQUES

You were notified through all possible means to your contacts; it is also indicated on the door of your room and bathroom. You also approve it by paying and checking in at the posada.

Remember that water in Los Roques is the responsibility of the Insular Government, not the posada.

Remember that in Los Roques, when there is no water, you will have emergency portable showers in the bathroom.

Remember that water is rationed, and if there are no water reserves, you cannot claim force majeure as a responsibility of the hotel unit.

  1. CART SERVICE

As of January 21, 2023, and for reservations paid from January 21, 2023, Posada Eva reserves the right to apply a small service fee for the use of our cart staff, carts, waiting, and reception at the Los Roques dock; this may slightly increase the final price of boat transfers.

Cayo de Agua, Saki Saki, Cayo Muerto, or sandbanks are special transfers depending on shared boats; note that your transfer is conditioned to the filling of the boat starting from 4 people (or as considered by the boatman) and permitted weather conditions. Pregnant women and the elderly must consult with the boatmen about the possibility of being taken to these cays. If the trip is not authorized, it will be substituted by Madrisky. Consult with your agency, executive, or commercial ally.

Cayo Muerto, Cayo de Agua, intermediate cays, and distant cays must be boarded at a specific time before 8:15 am with a minimum number of people in the boat; if the total number of people required is not met, the boat will not depart to these cays unless the client pays the remaining seats. Read the conditions.

  1. ACCOMMODATION POLICIES

  2. Check-in to the room will be after 3:00 pm (No exceptions).

  3. Check-out will be at 1:00 pm.

2.2 Early check-in will only be possible if a room is available at your arrival time.

  1. If you wish to stay at the posada for any additional night, there will be an extra charge on the offered rate, considering additional cleaning, services, and food costs outside the stock; the reservation payment must be made at the time of notification.

  2. The guest must be responsible for damages to sheets, towels, or posada property, as well as the loss of cutlery and/or food containers.

SERVICE POLICIES

  1. The posada's cart service is to receive you at the airport, guide you to the posada, guide you to the dock for your trip, and see you off at the airport. It does not include errands or other transfers; if you require their services, you must provide extra payment as a tip to the person attending to your request. The cart staff will only attend to operational needs of your reservation.

DRINK POLICY, EXTRA CHARGES, AND ICE CONSUMPTION

1.1 Ice for consumption at the posada applies only for hydration drinks accompanying meals (breakfast, lunch, snack, and dinner); it does NOT apply to corkages or alcoholic beverages; this service has an additional cost depending on the season and may vary; you must pay for it if consumed. If required, request it from the manager and process the advance payment for this request. Drinks in the cooler will include 1 liter of water per trip + 1 liter of soda per trip, considering this distribution for 2 adults.

  1. Ice for lunch coolers is placed before the trip to the cays; if the transfer is delayed due to the guest's fault and the ice melts or is lost, the guest must pay for its replacement. (Considering the high difficulty in supplying ice to the entire island). We reserve the right to guarantee the ice according to our times. Coolers will be available as follows, 1 cooler per 5 people. Our coolers will include what is agreed upon according to your plan and package.

2.2 Travel agencies, allies, and tour operators cannot sell basic rates. Request information from the sales team. Verify your agreement.

2.3 The ice provided by the posada is for consumption of breakfast drinks, lunch drinks, snack drinks, and dinner drinks (all non-alcoholic). Any ice request must pay for an ice service provided by the posada. Check the price with our executives, the ice price varies by season.

2.4 EXTERNAL LIQUORS: The posada has a license to sell liquors retail and therefore can set its own rates and liquor costs.

NOTE: Los Roques currently faces significant difficulties in fulfilling basic services such as electricity, gas, and ice. However, we will always seek to solve it and offer the best service. Nonetheless, it is important to note that if any of these problems occur, they are beyond the posada's control and are part of a national issue. We aim to provide the best stay by establishing your rights as a consumer and guest!

FOOD POLICIES

  1. If you have specific dietary requirements (allergies, diabetes, celiac disease, vegetarian, vegan), you must notify us in the pre-arrival questionnaire to establish a menu according to your needs. This could increase your rate.

  2. Based on WHO dietary recommendations, to provide a healthy experience, our diet regime is based on 56 to 80 grams of protein per day per person.

  3. Remember that the consumption of seafood, raw fish, and meats increases the risk of medical conditions of various kinds; the posada is not responsible according to regional food consumption regulations.

  4. If you request a special type of preparation, you must pay for it (lobster, octopus); they have their authorized fishing season in the archipelago; the posada does not offer these foods; if you request them, you must pay for the special preparation of each dish. Consult with the sales team. (These dishes are not cooked outside the authorized fishing season unless they come from outside the archipelago and are not caught or hunted in the archipelago).

  5. The consumption/sale/purchase of conchs is not allowed at the posada, as it is an endangered species, and our kitchen is not authorized to prepare such dishes. We ask you not to buy these animals from unscrupulous people in Los Roques; buying, selling, and fishing for conchs is punishable by law and can result in severe legal consequences.

  6. External food cannot be brought into the posada or our refrigeration areas due to food safety regulations and our restaurant policies, except for birthday cakes.

  7. Only birthday cakes are allowed to be brought in.

  8. The posada will provide drinking water for your non-alcoholic drinks; you should not drink water from Los Roques for your health; your reservation includes sealed water throughout your stay, and it is the same water used for cooking and all your service.

  9. The ice in Los Roques is made with water from the desalination plant; keep in mind that you consume ice at your own risk, and the posada is not responsible for health effects derived from its consumption. Nonetheless, we have considered the cooling of your drinks using this method. If you wish to bring your own drinks, you must also bring your own ice and pay for the corkage service.

GENERAL CONDITIONS

  1. If you make your payment outside the deadline date, it will be considered an automatic cancellation of your reservation, and the reservation dates are subject to availability.

2.1. You have 48 hours to pay the invoice received. If you make the payment after the deadline, you must pay the rate difference for the room and adjust the invoice received, including the amount already paid.

CHILDREN UNDER 7 YEARS OLD

  1. Children under 7 years old must sleep with an adult in the same bed.

  2. Children under 7 years old have a cost-free entry to Los Roques.

  3. Children from 7 to 12 years old pay according to the rate indicated at the time of sale; there are no partial reservations, only complete ones.

  4. Adolescents over 12 years old pay the full rate as adults. Consult your plan and booking package.

CHANGES, CANCELLATIONS, AND REFUNDS

  1. All reservations and payment receipts sent to our official channels must be fully paid, and your payment receipt sent within 12 hours to the official reservation email indicated by your agent; otherwise, it will be considered canceled.

  2. All payments must be made in U.S. dollars, either in cash, transfer, or bank deposit, as indicated by your executive.

  3. If the rate changes in the system after you receive your invoice, you must pay the difference indicated by the agent; no partial payments will be accepted, and your reservation will not be accepted.

OTHER

  1. In Los Roques, there are no physical tickets; it is essential to bring your physical ID card or passport and ensure your information is up-to-date to be registered with the civil authority of the National Guard, as it is a national park and your entry must be authorized.

COMPLAINTS AND SUGGESTIONS

The person responsible for serving you, attending to your concerns, and receiving your complaints and suggestions is the Customer Service Manager of the accommodation unit where you are staying.

KEEP IN MIND THAT ALL BOAT DEPARTURES DEPEND ON WEATHER CONDITIONS

YOU WERE INFORMED IN THE TERMS AND CONDITIONS ABOUT YOUR RESERVATION POLICIES; ONCE YOUR RESERVATION IS PAID, NO PARTIAL PAYMENTS WILL BE REFUNDED UNDER ANY CIRCUMSTANCE

POSADAS EVA C.A. - COPYRIGHT

ADDITIONAL DETAILS

  • Check-in after 3:00 pm

  • Check-out at 1:00 pm

  • No reprogrammable or refundable dates for high or low season

  • Boat transfers may have additional service charges

  • External liquors are not allowed

  • Specific dietary requirements must be notified in advance

  • No external food allowed except for birthday cakes

For any further inquiries or specific details, please refer to your guest adhesion contract or contact us directly through our official channels.

 

ELECTRICAL ISSUE POLICIES

  1. Given the electrical conditions and failures in the country, especially in the archipelago, please note that any failure occurring under these circumstances is an act of God beyond our control. As of October 6, 2023, we have an autonomous power plant that covers 100% of the lodge. However, the lodge is not responsible for the supply of diesel or fuel in Los Roques and any shortages. Please note that the lodge should not be held accountable for any lack of basic services due to acts of God (water contingencies, electricity, storms, natural disasters, pandemics, political situations, and others).

By making your payment and approving your quote, you acknowledge (WE CAN ONLY GUARANTEE SERVICE IF THERE IS DIESEL IN THE ARCHIPELAGO) that such inconveniences may occasionally arise in the archipelago. (No refunds will be given, and rescheduling will be based on availability and reservation policies).

NEGATIVE REVIEWS AND RATINGS (FORCE MAJEURE CASES: "ELECTRICITY AND WATER")

If you negatively rate the lodge due to force majeure, this adhesion contract will be used as evidence before GOOGLE, TripAdvisor, or reputation platforms. We and our legal department in Venezuela and the USA will take appropriate actions to defend our responsibilities, brand, and contract.

Such action will involve an investigation of the incident and an immediate report with evidence of our adhesion contract approved by you, indicating that you were aware of the stipulated force majeure cases before your arrival. Please note that your negative comment would be removed by the platform, and your account may be blocked for violating the adhesion contract.

WATER ISSUE POLICIES

  1. Given the country’s conditions and failures, especially in the archipelago regarding the desalination plant, please note that any failure occurring under these circumstances is an act of God beyond our control. The existence of potable water is purely governmental, and all lodges face the same difficulty. We will always seek solutions to provide water, but rare exceptions may arise beyond the company’s control.

  2. Due to national emergency and by law, you must consume non-potable water consciously.

Please note that there will be no refunds due to force majeure (including in this case) and that it is not the lodge’s responsibility to provide the region’s electric service. By making your payment and approving your quote, you acknowledge that Posada Eva C.A. (when it is a humanitarian issue, a partial refund of your reservation, unrelated to the total cost, will be evaluated; remember that the expenses of your reservation include operational costs that were purchased weeks in advance, making it commercially impossible to issue a total refund).

Within our reach, we will make all arrangements with the insular territory government to obtain extra reserves of water, diesel, gas, or electricity. We ask for your understanding.

FORCE MAJEURE REASONS (NO RETURNS OR REFUNDS)

  1. Before arriving at the archipelago (you should consult with our team for rescheduling your tickets and accommodation). Issues related to climate and natural disasters.

  2. Within the archipelago, we reserve the legal right to define refunds based on our service and case.

  3. Water and electricity, in addition to the diesel necessary for the power plant, do not depend on the lodge but on their distribution by the insular territory. You have been informed about this in various forms since you booked with us.

  4. If your reservation issue is due to a situation related to any aspect of the national electrical and water emergency, no refunds will apply.

  5. If the failure is the fault of the lodge and its staff, compensation will be evaluated.

  6. Posada Eva has emergency water tanks dependent on the water supplied by the archipelago. Water wells are prohibited in the national park, and using these methods is illegal.

  7. Posada Eva OFFERS a power plant as of October 6, 2023, for 100% of the lodge, but be conscious of energy use conservatively.

  8. General failures in public services under the direct responsibility of the insular territory (water, gasoline, diesel, electricity, satellite antennas, desalination plant).

  9. The lodge will provide emergency portable showers when there is no water in Los Roques. There is no other measure to assign water than that provided by the local government.

NO REFUND, NO RETURN, NO REFUNDS

"NO REFUNDS FOR UNEXPECTED CLOSURES OF THE ARCHIPELAGO RELATED TO EMERGENCIES ASSOCIATED WITH PANDEMICS. CONSIDER THIS BEFORE BOOKING. THIS INFORMATION IS INCLUDED IN THE QUOTE YOU APPROVED. THE SUPPLIES FOR EACH GUEST ARE PURCHASED IN ADVANCE, AND THERE ARE SUPPLIES THAT ARE SENT TO LOS ROQUES THAT CANNOT BE RETURNED, WE ASK FOR YOUR UNDERSTANDING."

PENALTIES FOR RESERVATIONS PAID FROM OCTOBER 6, 2023

  1. You can only reschedule WITHIN (15) days from the time of being notified or unable to arrive in Los Roques, subject to availability. If there is no availability within that date, the case will go to the management for review and cannot exceed one month from the date the customer could not go to Los Roques. NO EXCEPTIONS.

  2. When rescheduling, a surcharge for the tariff difference must be paid. (Example: If you paid $110 per night and now it costs $150, you must pay $40 per person per night).

  3. When rescheduling, the customer must pay a penalty of $60 per person for the entire stay. (Not per night)

  4. Rescheduling is always subject to the lodge’s availability.

  5. You can only reschedule from Sunday to Thursday. (This may vary depending on availability)

  6. You cannot reschedule for high season (holidays, carnival, Easter, vacations, October 12, or any day in December or January) WITHOUT EXCEPTION.

  7. Last-minute promotions or specific month promotions are NOT reschedulable.

  8. We are not responsible for airline rescheduling policies or flight schedule changes. This is the responsibility of the airline.

  9. The tariff change and the penalty are not commissionable for agencies.

  10. The penalty is not commissionable for sales agents.

  11. If you paid for extra add-ons and your flight is changed, there is no refund for this concept nor will it be exchangeable for any other service since it is not the lodge’s responsibility but an external company unrelated to our adhesion contract. Note that if you paid for the add-ons in advance, these supplies were already purchased and sent to Los Roques days before your arrival.

COMPANY ATTRIBUTIONS

THE MAIN GUEST WILL BE RESPONSIBLE FOR ASSUMING THE PAYMENT OF ANY DAMAGE CAUSED TO THE LODGE, THE FACILITIES, ITS ASSETS, AND ITS SERVICE PERSONNEL.

WE RESERVE THE RIGHT OF ADMISSION

IN ADDITION TO ENSURING THAT THE GENERAL RULES ARE COMPLIED WITH AT OUR LODGE. ANY BEHAVIOR THAT VIOLATES OR OFFENDS HUMAN DIGNITY, RESPECT FOR OUR COMPANY, AND OUR STAFF MAY BE CAUSE FOR IMMEDIATE EXPULSION FROM THE FACILITIES AND THE ARCHIPELAGO BY THE AUTHORITIES. (ORIENTATION, CULTURE, IDEOLOGY, SEX, RELIGION)

SMOKING IS NOT ALLOWED

WE ARE A LODGE RESPONSIBLE FOR OUR ECOSYSTEM AND ENVIRONMENT AND OUR NATURAL PRESERVATION LAWS. CIGARETTE BUTTS ENDANGER OUR CORAL ECOSYSTEM, AND ANY TOBACCO OR NICOTINE WASTE CAN CAUSE DAMAGE TO OUR BEACHES AND NATIONAL PARK WHERE MORE THAN 3,000 PROTECTED NATURAL SPECIES LIVE.

FOLLOWING THE PROVISIONS OF THE "ANTI-TOBACCO LAW" OFFICIAL GAZETTE N° 39.627 OF THE BOLIVARIAN REPUBLIC OF VENEZUELA.

SMOKING INSIDE THE LODGE OR ANY OF ITS AREAS WOULD INCUR A FINE OF $200 OR IMMEDIATE CANCELLATION OF YOUR RESERVATION.

PAYMENTS IN PAYPAL AND WISE OR BANKS IN CHILE

You acknowledge that these payments are made to the personal account of one of the partners, RITA DIAZ VELASQUEZ, and that no refund or reversal can be made because it would violate a payment regulation. By paying for your reservation through these methods, you agree that no refunds are available under any circumstances. This clause is also accepted at the time of paying for your reservation and when checking in at Los Roques.

Due to the high incidence of fraud on this platform, if you attempt to reverse your payment, it will be considered a violation of Venezuelan, American, and Chilean laws. Our legal team will initiate a formal process at any destination.

PAYMENTS IN ZELLE, US BANKS, OR SQUARE.COM CREDIT CARDS

You acknowledge that these payments are made to the personal or business accounts of the partners AARON DIAZ AND JUSTINE CABALLERO at CHASE, BOFA banks (COMPANIES: CABALL DESIGN LLC AND RANDOM PROJECT CABALL CORP OR LATAM FRESH TRAVEL CORP based in the USA), and that no refund or reversal can be made because it would violate a payment regulation. By paying for your reservation through these methods, you agree that no refunds are available under any circumstances. This clause is also accepted at the time of paying for your reservation and when checking in at Los Roques.

Due to the high incidence of fraud on this platform, if you attempt to reverse your payment, it will be considered a violation of Venezuelan and American laws. Our legal team will initiate a formal process at any destination.

PAYMENTS IN VENEZUELA

You acknowledge that these payments are made to the personal or business accounts of the partners Aaron Diaz and Justine Caballero at Banca Amiga banks, and that you cannot request any refund or reversal because it would violate payment regulations. By paying for your reservation through these methods, you accept that there are no refunds under any circumstances. You also accept this clause when you pay for your reservation and when you check-in at Los Roques.

Due to the high incidence of fraud on this platform, if you attempt to reverse your payment, consider it a violation of Venezuelan laws.

ACCEPTED AND NOT ACCEPTED PAYMENTS

Accepted payments: Zelle, banks in the USA, banks in Chile, Wise, banks in Europe, cash in USD and Euros. Payments in USDR and cryptocurrencies. Cash payments in Caracas, Barquisimeto, or Los Roques. Payments in Bs. only in bank accounts. Payments in USD Venezuela, only at Banca Amiga.

Not accepted payments: Bank payments, PayPal, Wise, or cryptocurrencies from clients of the following nationalities: Crimea - Ukraine region, Cuba, Iran, North Korea, China, Syria, Ukraine, Czech Republic, and Russia. (Nationals of these countries can pay in cash in Caracas in USD or Euros).

DAMAGES AND INJURIES

Any structural, physical, moral, or psychological damage to the brands Posadas Eva, Caball Design, or any of their assets, inside or outside of Venezuela, will result in legal responsibility for the individual and could lead to monetary or specific actions depending on the policy violation. Similarly, if any harm is caused to our staff affecting their duties, by third parties or direct clients associated with your responsibility, you will be held liable.

AGREEMENT ACKNOWLEDGEMENT

I, a guest at Posada Eva C.A., am aware that I received and approved this contract with my payment:

  • I received it in the initial quote.

  • I received it in the Google calendar of my reservation.

  • I received it when checking in at the inn.

  • I received it in my invoice when paying for the reservation.

I also received all alerts regarding force majeure policies related to being an island (insular territory) and not mainland (WATER, ELECTRICITY, FUEL).

I am aware that I have no refund alternatives for any services I acquired. I approve this Adhesion Contract with my reservation payment as support and confirm it with my digital check-in at the inn.

I attest that the funds with which I paid my reservation do not come from illicit activities inside or outside of Venezuela, the USA, or Europe. I attest that I am not under investigation or sought for any diplomatic or political process. I attest that I am not carrying any illicit substances in my luggage or with me during my trip to Los Roques and stay at Posada Eva.

I am aware that if I violate any regulation regarding respect for orientation, freedom of thought, creed, religion, age, sex, or any behavior that undermines another person related to Posada Eva as a worker or guest, my immediate expulsion from the island will be requested, and I will be sanctioned by the migration and police authorities of Los Roques.

MIAMI, FL 2024

Caracas, Barquisimeto, and Archipelago of Los Roques. 

Caball Design LLC - Aaron Díaz

POSADAS DE LOS ROQUES CORP

LATAM FRESH TRAVEL CORP

RANDOM PROJECT CABALL CORP

 

Asociados Viaje Fresco C.A LATAM FRESH TRAVEL CORP RANDOM PROJECT CABALL CORP

Posadas Eva C.A, Rita Diaz, Aaron Diaz, Justine Caballero, Eva Romero, and associates

 

 

 

 

 

 

 

 

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