EMOTIONAL SUPPORT PET POLICY (GUIDE DOG, SERVICE OR OTHER EMOTIONAL SUPPORT ANIMAL)

1. POLICY OVERVIEW
   
   

   OBJECTIVE
   Garantizar la inclusión y accesibilidad para todos los huéspedes de la cadena On Vacation, mejorando su experiencia y cumpliendo con las normativas legales. Así mismo, establecer los lineamientos que determinan la buena práctica en el alojamiento de estas mascotas en los hoteles operados por On Vacation, con el fin de permitir y manejar el ingreso en las instalaciones, teniendo en cuenta el cumplimiento de las políticas de la compañía.
   SCOPE
   Aplica para los colaboradores y huéspedes de los hoteles On Vacation, como también a la fuerza comercial que se encarga de informar al viajero sobre las condiciones de este servicio.
   DEFINITIONS
   Assistance Dog: A dog trained to perform specific tasks to assist a person with a disability. Guide Dog: A dog trained to guide visually impaired people. Service Dog: A dog trained to assist persons with physical, mental, sensory, sensory, psychiatric, intellectual or other disabilities. Emotional Support Dog: A dog that provides emotional support to its owner, helping to alleviate symptoms of anxiety, depression or other emotional problems. Certification: Documentation that accredits the training and function of the assistance dog. Accessibility: The ability of guests with disabilities to access all areas of the hotel with their assistance animals. Health regulations: Legal and health requirements that animals must comply with, such as vaccinations and veterinary controls. Common Areas: Areas of the hotel where the presence of assistance animals is permitted or restricted. Owner's Responsibilities: Obligations of the owner of the animal, such as maintaining control of the dog and ensuring its good behavior. Muzzle: A muzzle is a device designed to cover the muzzle of an animal, usually a dog, to prevent biting, aggressive barking or dangerous behavior. Vaccination Card: An official document that records all vaccinations administered to a pet, including information such as the animal's name, vaccination dates, types of vaccinations, and the veterinarian's signature. This card is essential to keep an updated record of the animal's health and is required for certain procedures such as international travel and pet daycare registration. Pets: Domestic animal (dog) that lives with humans. Identification tag: Identification tags are usually made of metal, are attached to the collar worn on the animal's neck and are engraved with identification data.

2. RESPONSIBLE
   
   

   LEADER OF THE PROCEDURE	Operation and Service Manager Experience and Hotel Operation and Experience Coordinator
   EXECUTORS OF THE PROCEDURE	Front Desk Manager, Lodging and Public Areas Manager, Food and Beverage Manager, On-Call Executive, Security Manager, Experience Coordinator, Guest Service Assistant, TVH Commercial Force, Customer Service

3. DESCRIPTION OF CONDITIONS AND RESTRICTIONS DURING THE RESERVATION, ON THE ENTRY AND HANDLING OF PETS, ASSISTANCE, GUIDE, SERVICE, SERVICE OR OTHER ANIMALSConsiderations
   3.1 During the reservation process:
   

• • • • The different active sales channels of Tour Vacation Hotels should inquire at the time of booking if the traveler will be accompanied by an assistance, guide, service or emotional support animal.
      • For reservations made through the website onvacationhoteles.com/co or OTAS the guest must be aware of the conditions and restrictions indicated in the reservation confirmation.
      • Lodging in the company of pets, assistance, guide, service or support animal dogs only applies to rooms and/or accommodations defined by the hotel:
        • Blue Cove
        • Blue Toné (floors 3 and 4)
        • Toné Express
        • Earth Cliff
        • Caribbean (2nd floor)
        • Tower Express
        • Girardot
        • Amazon (Maloka 1-6)
        • Mendihuaca (Village 1-6)
        • Wayira bungalow
        • Portobelo Americas (tower A)
        • Portobelo Beach
      • The fee to apply for the pet's lodging will be in accordance with the prices established by Tour Vacation Hotels. This fee includes the concepts of cost of grooming and disinfection and a kit on loan, consisting of: pet bed, shovel, water bowl, feeder, biodegradable bag, a snack and a talker (door hanger) that says: Do not disturb - Go for a walk (property of the hotel).
      • Each item has a cost that is shown below, which at the time of return will be reviewed, so that if they have damages must be assumed by the guest and with prior acceptance under the RESPONSIBILITY FORM FOR EMOTIONAL SUPPORT PET (ASSISTANCE DOG, GUIDE, SERVICE OR OTHER EMOTIONAL SUPPORT ANIMAL).
  • If at the time of booking the guest does not inform if he/she will be accompanied by a pet, assistance dog, guide, service or emotional support animal, the hotel reserves the right to allow the entry of your pet since there is a limited number of rooms available for this purpose. In any case, upon arrival you must comply with the conditions and restrictions informed in the hotel policy and pay the fee for cleaning and disinfection of the room established by the Hotel.
  • If the guest enters the facilities with a pet, assistance dog, guide, service, and/or emotional support animal without notification at the time of arrival or at the time of check in and it is detected, the hotel will automatically charge the rate applicable to the guest who holds the reservation. For both parties, images collected from electronic media of the animal entering the hotel shall suffice as proof.
  • The following documents must be requested from travelers for the acceptance of the service entry in the travel reservation:
    • • Current vaccination card or certificates: Must contain date of issuance, pet's name, breed, owner's identification and validity of vaccinations.
      • The photo of the specimen
      • The name and the breed to which it belongs.
      • Name and identification of the user or owner of the animal.
      • Date of issue and expiration.
  • Psychological Certification: It must contain the psychological health conditions of the pet owner, name and breed to which it belongs, name and identification of the user or owner of the animal. It must be signed with the seal of the health professional issuing the certificate, according to the Colombian College of Psychologists.
  • The documents must be sent to the product area, who is in charge of activating the service in Osiris, at least 8 days before the travel date, in order to carry out the corresponding validations and authorize the service for the concept of emotional support pet accommodation, which must be paid together with the terms established by Tour Vacation Hotels.
  • Along with the payment and the documents mentioned above, the traveler must accept and sign the responsibility form that will be provided at the time of payment of the service to be sent in the same traceability of the request.

3.2 Arriving at the hotel

• The Guest must support (deliver in physical, mail and/or other means) the documents related in the previous point and together with the payment of the service under the lodging reservation, otherwise, the traveler must make the payment of the service for the rate defined by the hotel before check in.
• Once received and validated, the reservation holder must fill out and accept the RESPONSIBILITY FORM FOR EMOTIONAL SUPPORT PET (ASSISTANCE, GUIDE, SERVICE OR OTHER EMOTIONAL SUPPORT ANIMAL).
• NOTEGiven their high level of danger, dogs belonging to one of the following breeds or their crossbreeds or hybrids: American Staffordshire Terrier, Bullmastiff, Doberman, Dogo Argentino, Dogo de Bordeaux, Fila Brasileiro, Neapolitan Mastiff, Bull Terrier, Pit Bull Terrier, American Pit Bull Terrier, de presa canario, Rottweiler, Staffordshire Terrier, Japanese Tosa and those new breeds or mixtures of breeds that the national Government determines, shall obligatorily carry muzzle and leash.

3.3 During the stay

Se debe tener en cuenta las siguientes condiciones y restricciones para garantizar una experiencia agradable para todos los huéspedes y colaboradores del hotel, durante el tiempo de la estadía en las instalaciones de los hoteles de la marca On Vacation.

• Make sure the pet and/or assistance dog, service or emotional support animal is friendly to other people (especially children), has no behavioral problems and is a healthy specimen.
• At all times the pet and/or assistance dog, service or emotional support animal must be accompanied by the guest or adult registered at the Hotel, not left alone in the room or elsewhere.
• Do not allow the pet and/or assistance dog, guide, service or emotional support animal to use towels, sheets, blankets and beds in the room. For this purpose, the hotel has a special kit for them in the room.
• Do not allow the pet and/or assistance dog, service guide or emotional support animal to relieve itself inside the room, public areas or hotel gardens, be sure to always carry items that allow you to clean up and properly dispose of their waste.
• While in the hotel elevators, dogs must always be kept on a leash, on a lead and/or muzzled where required by law.
• Los propietarios de mascotas y/o perros de asistencia, guía servicio o animal de apoyo emocional son los únicos responsables por cualquier daño que la mascota ocasione en las instalaciones del hotel, a sus huéspedes o clientes. En consecuencia, exime de toda responsabilidad al hotel por cualquier daño o pérdida que se pueda causar a terceros y se compromete a mantener indemne al hotel de toda reclamación o litigio, acción judicial o extrajudicial de cualquier especie, que se entable o pueda entablarse contra el hotel, por todo daño o lesión que pudiere sufrir u ocasionar a terceros con ocasión de la tenencia de mascotas y/o perro de asistencia, guía, servicio o animal de apoyo emocional al interior de LOS HOTELES ON VACATION.
• Pets and/or assistance, service, guide or emotional support dogs must comply with the health regulations required by law and carry a current vaccination card.
• The pet may stay in the areas established by the hotel (gardens, paths and other areas defined by the hotel).
• The pet will not be allowed to stay in some common areas of the hotel (restaurants, bars, lobby, pool, spa, enclosed spaces and other public areas defined by the hotel).
• In case of disturbance caused by the pet and/or assistance dog, guide, service or emotional support animal, the guest will be notified to take the necessary measures to put an immediate end to such disturbance. In case it cannot be controlled, you must immediately remove your pet and/or assistance dog, guide, service or emotional support animal from the hotel or you may leave the premises without any refund, reimbursement or payment of any amount for any other concept for this fact.
• If the pet is left alone in the room for any reason, you must notify the front desk to coordinate the room cleaning time and use the "do not disturb" sign to prevent hotel staff from entering the room. In addition, a responsible adult must be present at all times during the room cleaning service or any other in-room service.
• NOTE: In case you require veterinary service, spa, grooming, food and snacks for dogs, the hotel can recommend the appropriate places to get them. To do so, please consult at the front desk, lodging and guest services.

  REFERENCE DOCUMENTATION

  746 of July 19, 2002.

  The National Police Code in its art 124, 126

  Law 1346 of 2009 art 30