Hotel policies

Booking Policies

1. To guarantee the booking, full payment must be made through the guarantee credit card or by payment link.
2. If the booking cannot be guaranteed, it will be cancelled.
3. If required, a date change is accepted once per booking, as long as it is requested at least 15 days before the arrival date. The change may be requested for a maximum of 3 months ahead, subject to availability and price variations according to the selected date; any difference must be paid by the guest. Under no circumstances will the money paid for the booking be refunded.
4. Booking cancellations are not allowed; any cancellation carries a penalty of 100% of the booking value.
5. Cancellation due to interrupted stay or early departure: any booking interrupted by the guest's decision before the end date of the services will be fully borne by the guest. No refund of any kind will be issued.
6. Cancellation due to force majeure (terrorist acts, natural disasters, pandemics, death of a first-degree relative, positive Covid): if the trip cannot be made or the destination cannot be reached due to force majeure, the booking may be rescheduled within the next 6 months, subject to availability and price variations according to the selected date; any difference must be paid by the guest.
7. No show: when the guest fails to show up or to use the agreed services, the hotel may retain the deposit or advance payment previously received, in accordance with article 65 of Law 300/96 and Decree 2438/10, as agreed in the contract. The hotel also reserves the right, at its discretion, to require payment of 20% of the total established price or rate.
8. Booking extension: if the guest wishes to extend their stay, they must contact the reception team and request the extension, which is subject to availability and price variations according to the selected date; any difference must be paid by the guest.
9. All taxes are charged directly at check-in according to the documentation presented. As of January 1, 2023, VAT (19%) must be borne by the guest.
10. If the booking includes minors (children), the parents' identity documents must be presented at check-in; if the minor's parents are not staying at the hotel, they must present a notarized permission.
11. Children aged 0 to 8 do not pay for accommodation; from age 9 they are considered adults and must pay 100% of accommodation and meals.
12. Damages: in case of damage to the hotel's facilities or items, the guest will bear the full amount of the charges set by the hotel's management; this amount must be paid by the guest at check-out.
13. Meals and transport are not included in the accommodation rate.
14. All additional consumption will be charged to the room and must be paid by the guest at check-out.
15. At check-in, the guest agrees to comply with all the rules of the property.

Pet Policies

1. Type of pet: the hotel accepts only dogs and cats.
2. Weight: pets up to 50 kilograms (110 pounds) are accepted.
3. Breed: muzzles are mandatory for potentially dangerous breeds, in accordance with the Colombian Police Code in force.
4. Number: one (1) pet per room is accepted.
5. Regular rate: $60,000 COP per night of stay, taxes included. Pet bookings can only be arranged through the hotel's direct reservations line, +57 310 481 8039.
6. Leash: every pet must be accompanied by an adult, under their full control, and must always be on a leash when outside the room.
7. Restricted areas: pets are never allowed in the pool area or the restaurant, except to pass through from the room to the nearest exit.
8. In the room: pets must be accompanied at all times by the guest or the adult registered at the hotel. The guest agrees to report immediately any special cleaning needs or property damage; in case of damage to the room, a penalty of $500,000 COP will be charged for maintenance and repair.

Transport Policies

From Cartagena (Rutas de Mar)

• Departure pier: La Bodeguita pier (Gate No. 4, VIP entrance to the islands), Cartagena.
• Schedule: departure at 9:00 a.m. to Isla Múcura, Isla Tintipán and Islote; return at 11:30 a.m. Approximate duration of 2 hours, depending on weather and navigation. Operating every day.
• Check-in: we recommend arriving at the pier from 8:00 a.m. for check-in and payment of the National Park entrance fee ($31,500 COP, cash, at Gate No. 4). This amount is not included in the transport fare.
• Luggage: maximum 8 kg per person (backpacks or small suitcases only) and one additional personal item. Extra luggage is not accepted; if you have excess, you can use the storage service for $30,000 COP per suitcase during your stay. Preferably, all luggage should travel in the hold for safety; the boat is not responsible for loss or damage.
• Fare: $160,000 COP per person per leg. Children from age 3 pay the full fare.
• Pets: small pets travel in your arms, inside their carrier, and do not pay; medium pets $55,000 COP and large pets $85,000 COP per pet, per leg.
• Connections: schedule your flights or ground connections at least 5 hours apart from your arrival or departure at the pier. Rutas de Mar is not responsible for missed connections due to unforeseen weather or navigation conditions.
• Seats: they are limited; not having a confirmed seat does not guarantee your departure. Confirm your booking in advance.
• Cancellations and changes: only accepted 24 hours before departure or arrival at the ports. There are no refunds for all-inclusive plan bookings or for late transport cancellations.
• Departures take place according to harbor master authorization and sea conditions.

From Tolú (Múcura Express)

• Múcura Express office in Tolú: Avenida 1ra #11 (corner), Calle Nueva neighborhood; landmark: Bahía Los Delfines, Tolú, Sucre. Check-in: arrive at 11:30 a.m.
• Schedule: departure at 12:00 p.m. to Isla Múcura, Isla Tintipán, Islote and Isla Palma; return at 10:00 a.m. Approximate duration of 1 hour, depending on weather and navigation. Operating every day.
• Luggage: maximum 8 kg per person (backpacks, duffel bags or small suitcases only) and one additional personal item. Storage: $20,000 COP per suitcase during your stay. Excess luggage has no fixed rate: it is set by weight and volume, communicated in advance for your approval and subject to space availability. The boat is not responsible for loss or damage.
• Fare: $90,000 COP per person per leg. Children from age 3 pay the full fare.
• Mandatory insurance for entry to protected areas: under Resolution 273 of July 24, 2024 of Colombia's National Natural Parks, all passengers must hold valid accident insurance with assistance. The hotel arranges the insurance for $8,800 COP per person, to be paid before boarding. Not having this insurance may prevent entry to protected areas and the provision of transport.
• Pets: small pets travel in your arms, inside their carrier, and do not pay; medium pets $35,000 COP and large pets $65,000 COP per pet, per leg.
• Connections: schedule your flights or ground connections at least 5 hours apart from your arrival or departure at the pier; we are not responsible for missed connections due to unforeseen weather or navigation conditions.
• Seats: they are limited; not having a confirmation does not guarantee your trip. Confirm your booking in advance.
• Cancellations and changes: only accepted 24 hours before departure or arrival at the ports. There are no refunds for all-inclusive plan bookings or for late transport cancellations.
• Departures take place according to harbor master authorization and navigation conditions.

Noise policy

At Hotel Isla Múcura we strive to offer a unique and pleasant experience to all our guests. We know that peace, rest and tranquility are essential to enjoy a memorable stay, so our guests' serenity is our priority.

Purpose

The purpose of this policy is to ensure that all guests can enjoy an environment free of excessive noise, promoting relaxation and rest. Any behavior that goes against this policy will affect the quality of the other guests' experience and may result in corrective measures.

General rules

1. Quiet hours: from 10:00 p.m. to 8:00 a.m., guests are asked to keep noise levels low, both in their rooms and in common areas. During this time, loud noises, loud conversations, music or activities that may disturb other guests' rest must be avoided.
2. Common areas and activities: in common areas such as the pool, the gardens or the lounges, respectful behavior toward other guests is recommended. If the hotel organizes events that may generate noise (such as dinners, parties or musical activities), they will be limited in schedule and location to minimize interference with other areas of the hotel.
3. Music and sound devices: guests who wish to enjoy music or sounds in their rooms must keep the volume low. The volume of music and other electronic devices must be limited to avoid disturbing others.
4. Guest responsibility: guests are responsible for the actions of their visitors. Any guest of the hotel must follow the same rules of respect regarding noise levels. Failure to comply with these rules by guests or their visitors may lead to intervention by hotel staff, as stipulated in this policy.
5. Staff intervention: if annoying or disturbing noise is detected, hotel staff will give a verbal or written notice to the responsible guest, asking them to stop the activity. If a guest or their group persists in noisy behavior after being warned, the hotel reserves the right to move the guest to another room, or even ask them to leave the hotel without a refund.
6. Legal action: if the disturbances are serious, continuous or significantly disrupt the peace of the hotel, Hotel Isla Múcura may take legal action against the guest, including, but not limited to, claims for damages or liability for disturbing public order. Failure to comply with this policy could lead to additional financial penalties, covering the costs related to the interruption of the hotel's normal activities, as well as any damage caused to the reputation of the establishment or to the experience of other guests.
7. Designated areas for noisy activities: for events involving music, celebrations or noisy activities, these will take place in specific designated areas of the hotel. These activities will be subject to planning and control that minimize the impact on other guests.
8. Commitment to tranquility: all guests are responsible for maintaining an atmosphere of mutual respect and cooperation so that everyone can enjoy their stay in a calm and relaxing environment.

Hotel Isla Múcura is committed to offering a peaceful stay to all its guests. The noise policy is essential to ensure that everyone can enjoy the serenity of the place. We appreciate your cooperation in maintaining this atmosphere. If you have any questions or concerns about this policy, the reception staff is at your disposal to assist you.

Rules and recommendations

• At check-in you must present original identity documents (photocopies are not accepted).
• Only the guests registered in the booking are allowed in. An additional person has a rate that depends on the season and is subject to availability.
• The hotel complies with Law 679 of 2001 (ESCNNA), which establishes a statute to prevent and counter the exploitation, pornography and sex tourism of minors. For this reason, every minor must enter with their parents; otherwise, they must present a notarized permission from their parents.
• Keys will be handed over at check-in; losing them carries a cost of COP 50,000.
• We are a smoke-free property, so smoking is not allowed in the rooms; there is an exclusive area for this. A fine is charged for breaking this rule.
• The hotel is not responsible for personal belongings, losses or theft. We recommend using the room safe and taking additional precautions to keep your belongings secure.
• We recommend bringing sunscreen, tanning lotion, cooling gel/spray, any necessary medication and beach shoes because of the presence of corals.
• We stand out for offering an atmosphere of peace and tranquility. For this reason, a maximum volume of 8 decibels is not permitted in the rooms.
• If you have allergies, mobility problems or serious illnesses, it is important to let us know at check-in so we can be prepared to handle any emergency.