Recovery House Medellín General Policies and Conditions

Advance Booking: All reservations must be made in advance and will be confirmed in writing via email or text message. The confirmation will include the stay dates, room type, and agreed-upon services.
Reservation Deposit: A deposit of 25% of the total stay cost is required to secure the reservation. This deposit confirms availability and guarantees the room for the requested dates.
Formal Confirmation: Only formally confirmed reservations with the deposit paid are guaranteed availability. The confirmation will outline any applicable cancellation or modification policies.
Extension of Reservations: Requests for stay extensions are subject to availability and will be confirmed only after checking the property’s occupancy schedule. The extension is valid only when a written confirmation is issued, an invoice for additional days is provided, and payment is made. Without these requirements, the availability of the room cannot be guaranteed.

Reservation Modifications: Reservation modifications must be requested in advance and are subject to availability. Requests not confirmed in writing cannot be guaranteed.
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.

Accepted Payment Methods: Payment can be made via transfer, credit or debit card, Online, Or cash.
Outstanding Balance: The remaining balance of the stay must be paid prior to check-in or as agreed upon in the 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.

Nature of Services Provided: Recovery House Medellín 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.
Follow-Up and Notification Services: Recovery House Medellín provides basic follow-up on patients' progress and notifies the treating surgeon of general updates. This does not constitute diagnosis or medical treatment.
Emergency Protocol: In case of a medical emergency, the Recovery House Medellín 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 patient’s medical treatment.
Limitation of Liability: Recovery House Medellín is not liable for any medical complications, adverse reactions, or outcomes from the guest's surgery. Medical responsibility rests solely with the treating surgeon and medical institution.
Consent and Acceptance of Conditions: All guests must sign an informed consent outlining these policies before the start of their stay.

Personal Belongings Responsibility: Recovery House Medellín 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 staff after the guest’s departure, the guest must coordinate its retrieval or shipment at their own cost and risk. Recovery House Medellín is not responsible for lost, forgotten, or damaged items.

Handling of Personal Data: Recovery House Medellín 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 require additional medical services, their consent will be requested to share relevant information with external providers.

Compliance with Rules of Conduct: Guests are expected to respect coexistence rules and respect others. Recovery House Medellín reserves the right to terminate a stay due to inappropriate behavior.
Responsibility for Damages: Any damage to facilities caused by the guest is their responsibility, and they must cover repair or replacement costs.
Valuables and Security: Recovery House Medellín is not responsible for loss or damage to personal items and recommends not leaving valuables unattended.

Submitting Complaints: Complaints or issues must be submitted in writing through official communication channels.
Conciliation Process: Recovery House Medellín will attempt to resolve any disputes amicably. If an agreement cannot be reached, parties may resort to legal channels.

Official Channels: All official communications regarding reservations, payments, cancellations, or modifications must be made through the authorized contact channels of Recovery House Medellín.
Response Time: Recovery House Medellín will respond to requests within a maximum of 48 hours to ensure timely attention.