CONSUMER PROTECTION REGIME LAW 1480 OF 2011 OBJECT AND SCOPE OF APPLICATION
The purpose of this regime is to establish the principles and rules that govern the protection of Consumers in the relations between them and TEQUENDAMA HOTELES.
CONSUMER: This includes all clients, users, or potential clients of the supervised entities.
PRODUCTS AND SERVICES Products are understood to include restaurant sales, minibars, accommodation service and the presentation of wet areas.
BEGINNING: The following are established as guiding principles that govern the relationship between consumers and Tequendama Hotels:
DUE DILIGENCE: Due diligence in offering products or presenting services to consumers, so that they receive the information and/or proper and respectful attention in the development of the relationships established.
FREEDOM OF CHOICE: Consumers will be able to freely choose the services or products offered at Tequendama Hotels.
TRANSPARENCY AND ACCURATE, SUFFICIENT AND TIMELY INFORMATION: Tequendama Hotels to provide consumers with accurate, sufficient, clear and timely information.
TEQUENDAMA HOTELS' RESPONSIBILITY IN THE COMPLAINT PROCESS: To efficiently and properly address, within the timeframes and conditions stipulated in current regulations, the complaints or claims filed by consumers.
PROPER MANAGEMENT OF CONFLICTS OF INTEREST: Tequendama Hoteles will manage any conflicts that arise in the course of its business, between its own interests and those of consumers.
CONSUMER RIGHTS IN TEQUENDAMA HOTELS- Right to receive quality products; To receive the product in accordance with the conditions established by the legal guarantee, those offered by the company, and those customary in the market.
- Right to safety and integrity: The right to products that do not cause harm under normal conditions of use and to protection against harmful consequences to the health, life or integrity of consumers.
- Right to receive information: To obtain complete, truthful, transparent, timely, verifiable, understandable, accurate and suitable information regarding the products that are offered or put into circulation, as well as the risks that may arise from their consumption or use, the mechanisms for protecting their rights and the ways to exercise them.
- Rights to file a claim: To file a claim directly with the producer, supplier, or service provider and obtain full, timely, and adequate compensation for all damages suffered, as well as to have access to judicial or administrative authorities for the same purpose, under the terms of this law. Claims may be made personally or through a representative or attorney.
- Right to equality: To be treated fairly and in a non-discriminatory manner.
- Products and services with safety and quality standards, in accordance with the conditions offered.
- To have at their disposal transparent, clear, truthful, timely and verifiable advertising and information about the characteristics of the products or services offered and/or supplied.
- Demand due diligence in the provision of the service by Tequendama Hotels.
- Submit inquiries, requests, applications, complaints or claims to the consumer advocate in a respectful manner.
CONSUMER SERVICE SYSTEM- Implement the policies, procedures and controls adopted by the entity to ensure proper consumer protection and to foster an environment of care and respect for the consumer.
- To meet the obligations and rights of consumers.
- Establish mechanisms to provide adequate supply in accordance with the terms provided by law.
- Establish procedures for handling requests, complaints, or claims.
CONSUMER PROTECTION OFFICE Tequendama Hotels has a consumer advocate. The email address ecommerce@tequendamahoteles.com has been designated for this purpose, specifically for the protection of consumers, and as such, it must exercise the following functions autonomously and independently:
- To serve consumers in a timely and effective manner.
- To know and resolve objectively and free of charge for consumers, the complaints that they present to it, within the terms and the procedure established for this purpose, relating to a possible breach by the company, contractual or internal procedures that govern the execution of the services or products they offer or provide, or respect for the quality of the same.
