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Terms and Conditions

Important To Note

Please read these booking conditions carefully, they form an important part of the contract for your trip with Mantaraya Expeditions E.U

All trip packages and services provided on our websites are written by Mantaraya Expeditions E.U, under protection by the Colombia Tourism Authority (Tourism Department).

Company full Legal name: Mantaraya Expeditions E.U.

Trade mark: Mantaraya Travel

License number: 11784

Head Office: Calle 11B No. 98-08, Office 501, Bogotá Colombia

USA & Canada
Toll Free 1 (877) 354 – 4449
Free Fax (877) 302 – 7480
Colombia
Phone (571) 691-0684
Fax (571) 691-0684
Mobile (573) 13 817-5478

Endorsment

Mantaraya Travel is part of the directory of authorized Colombian tour operators.

Colombia National Tourism Authority (Proexport Colombia)

Web site: www.colombia.travel, (View directory for Tour Operators)

Proexport Colombia

Address: Calle 28 A Nº 13A-15 Piso 35, Bogota Colombia

Phone: + 57 (1) 427 9000

E-mail: info@colombia.travel

Booking & Paying For Your Trip

In order to confirm your chosen arrangements, you must pay a deposit (or full payment if booking within 30 days of departure). The balance of the cost of your arrangements (including any surcharge where applicable) is due no less than 30 days prior to departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges will become payable. (Please see below)

NOTE: Please check with reservations desk for payment and cancellation policies when booking groups above 10 pax.

When will I receive my confirmation and what should I do once it arrives?

After your booking is taken and a deposit received, a balance invoice will be sent to you detailing the total cost due.
Before your trip start date you will receive a Ready to Go Document®, that you should print and carry with you to the different hotels and activity providers along your trip.

What if I have to change or cancel my trip reservation?

Change Or Addition To Your Trip

If you want to change any part of your trip arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. The person who made the original booking must make any request for changes in writing. With addition’s to your trip if it is possible to make the change, it will be subject to an administration charge of US 35 per booking, and payment of further costs incurred as a result of the change. If you cancel services of your trip you may be liable to a 15% cancellation fee. If you change your booking to a trip of lower value, and then cancel that trip, we reserve the right to levy cancellation charges on the value of the original booking. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the airfare.

NOTE: Please check with reservations desk for payment and cancellation policies when booking groups above 10 pax.

Transferring Bookings

If any person named on a booking is prevented from traveling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person’s booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the trip cost and any additional costs arising from the transfer. This will also be subject to our suppliers e.g. airlines and/or hotels approval. We must be given at least 14 days notice of the transfer request. An administration charge will be made of US 50 per person for requests made more than 31 days before departure, and US 100 per person within 31 days before departure.

Cancelling Your Trip

If you or anyone on your booking decides to cancel the trip you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. A cancellation invoice will be sent to you, if you do not receive this please contact us immediately in order to prevent an increase in charges.

The following cancellation fees will apply

60 + days: No charges or fees

30 – 59 days: Loss of deposit Amount

0 – 29 days: No Refunds (Lost of 100% of total booking cost)

NOTE: Please check with reservations desk for payment and cancellation policies when booking groups above 10 pax.

Our cancellation policy is as flexible and understanding as possible but it applies in every instance and there will be no exceptions for any reason. We will not issue any refund for arriving late or leaving a trip early. Please understand that many of our trip costs are incurred well in advance of trip departure.

We understand that there are situations such as a broken leg, a parent that suddenly becomes sick, or other such cases. In these situations, we don’t have time to refill the space and we spend considerable amount of time and money into preparing your trip. That’s why we strongly encourage our customers to purchase trip cancellation insurance to protect your vacation investment due to cancellation or interruption, baggage loss protection, and medical coverage along with emergency evacuation coverage.

If We Want To Change Or Cancel Your Trip

Flight Changes

Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received.

If We Change Your Trip Before Your Departure

We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking.
We plan arrangements a long time in advance of your trip using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a SIGNIFICANT CHANGE we will endeavor to advise you as soon as reasonably possible.

In the case of a SIGNIFICANT CHANGE before your departure we will provide you with three alternatives:

(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available.

(b) alternative travel arrangements of a lower standard together with a refund of the difference in price; or

(c) cancel your trip with a full refund of all monies paid.

Changes Due To Circumstances Beyond Our Control

We will not be liable to pay any compensation if we are forced to cancel or in any way change your trip as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.

If We Change Your Trip Accommodation

We do not control the day-to-day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavor to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the price between the accommodation booked and that available.

If We Cancel Your Trip

We reserve the right in any circumstances to cancel your trip for any reason. If we have to cancel your trip we will offer you:

(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available

(b) travel arrangements of a lower standard and a refund of the difference in price; or

(c) a full refund of all monies paid. Compensation as offered for ‘significant changes’ will also be paid unless the trip is cancelled because you have failed to pay on time or as a result of circumstances beyond our control.

Our Commitment To You

Your contract is with Mantaraya Expeditions E.U. We will arrange to provide you with the various services which form part of the trip you book with us. Before your booking is confirmed and a contract comes into existence we reserve the right to increase or decrease prices or to change any of the information contained in the website.

Travel documents will be posted or emailed to you approximately 1 weeks before the departure of your tour, and will not be issued unless payment of the due balance has been received. If you miss a flight or suffer any disruption as a result of not following our instructions as to reconfirmation we will have no liability to you.

Insurance

It is important that you have insurance cover and that it is adequate for your needs. For those who participate in sports and activities whilst on trip that have been organized and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance.

Travel Information & Documents
You should receive with your invoice a copy of our destination information covering the area/s you are visiting and general information. We strongly recommend that you read these. Approximately 7 days before departure you will receive your flight/ e-ticket together with an itinerary. Please ensure that you check the flight timings on your tickets carefully.

On Your Trip

Accommodation In The Tropics

In many hotels, especially beach resorts ‘insects’ in the rooms (e.g. cockroaches and mosquitoes etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.

Water sports & Other Activities

Many hotels offer water sports and other sporting activities, in some cases these may be free of charge. Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest’s safety.

Lost Items

If you lose any personal items whilst on your trip, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.

If You Have A Complaint While You Are On Your Trip

If you have cause for complaint whilst on your trip, you must bring it to the attention of our local representative or agent and the hotel immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on your trip, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.

Curtailment

If you cut short your trip and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your trip not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

On Return From Your Trip

Feedback

We are committed to improving the standard of our trips and it is only with the help of your feedback that we will be able to achieve our aim. We would therefore appreciate it if you would spend a few moments to send us your feedback on your trip, we would also welcome and act upon any comments you would like to pass on to us.

If You Had A Problem

If a problem remains unresolved during your trip, you should make a complaint in writing to Mantaraya Travel within 28 days of the completion of the trip. Please remember to quote your trip and daytime telephone number. We will reply to you at the most within 28 days of receipt of your letter.

Dealing With Complaints

We are members of TRUSTe, (click to verify). We certainly hope that we can settle any trip complaints amicably, however, should this prove not to be the case you may refer any dispute relating to this contract to TRUSTe.

The TRUSTe Watchdog Dispute Resolution program provides free online third-party privacy dispute resolution to anyone who files an eligible complaint about Mantaraya Travel.

The Watchdog Dispute Resolution program lets TRUSTe mediate between the individual complainant and Mantaraya Travel. The individual’s right to legal recourse is not affected. While TRUSTe’s final determination is not binding on the individual, Mantaraya Travel must comply with TRUSTe’s final determination or face removal from the TRUSTe program, possible publication of that removal, and/or referral to an appropriate law-enforcement body.

For more information about TRUSTe, click here.