Policies

Silvarena Policies

Cancellation

Cancellations 16 or more days in advance: no charge. Allow rescheduling within the following 60 days, one time only and subject to availability.
Cancellations with 15 days or less, or no-show: 100% of the booking value is charged.
Voluntary cancellations are non-refundable.
In documented force majeure cases (hospitalization, death of an immediate family member, natural disaster, order from a competent authority), each case is evaluated individually. Supporting documents must be sent to hola@silvarena.co within 48 hours of the event.
Cancellations must be notified via WhatsApp at +57 333 270 2366 or by email at hola@silvarena.co.

Check-in: from 3:00 p.m.
Check-out: by 12:00 noon.
Access to the property is available until 9:00 p.m. Arrivals after 6:00 p.m. require at least 24 hours' notice.
Late check-out is subject to availability and may carry an additional fee. Departures after 12:00 noon without authorization will be charged as an additional night.
Check-in requires a valid ID for every guest.
The TRA form (Guest Registration Card) must be completed before arrival.

Each cabin is ideal for 2 people. The maximum capacity is 4 people.
The third and fourth guests carry an additional charge and must be communicated in advance.
Only guests registered in the reservation may use the facilities.
External visitors are not permitted without prior authorization and may not stay overnight on the property.

Pets are not allowed in the cabins, to protect the natural environment and the experience of all guests.
Properly accredited service animals are welcome with prior authorization from management.

Minors are welcome accompanied by a responsible adult.
Under Colombian Law 679 of 2001 and our ESCNNA Policy, specific documents are required depending on the accompanying adult: a notarized authorization is needed when the minor travels with only one parent, a relative, or a guardian.
We recommend contacting us before booking to confirm the requirements for your case.
Minors are the responsibility of the accompanying adult throughout the stay.

Quiet hours between 10:00 p.m. and 7:00 a.m.
No amplified outdoor music.
Common areas are shared — please be considerate of other guests.
The peacock, the gardens, and the surrounding fauna are part of Silvarena: respect and enjoy them without interfering.
When leaving the cabin, please close windows and doors, water taps, lights, and electrical devices.

Under the Anti-Tobacco Law, smoking is not permitted inside the cabins or in covered common areas. Designated open-air areas are available.
Due to fire risk in the rural setting, bonfires, candles, fireworks, or any spark-generating elements are not permitted.
Weapons, drugs, and psychotropic substances are not permitted on the property.
The facilities may not be used for commercial events or any purpose other than tourist accommodation.

A cabin inventory is provided at check-in and reviewed again at check-out. Missing or damaged items attributable to the guest are charged at replacement cost.
Lost items are kept for one calendar month. They may be picked up in person or shipped collect, with shipping covered by the recipient.
Silvarena is not responsible for the loss or theft of valuables left unattended in the cabins.

Payment is made in full through our secure payment gateway at the time of confirming the reservation.
The reservation is confirmed once full payment is processed, with a reservation number in the format SLV-YYYY-XXXX.
An electronic invoice is issued in the name of the primary guest.

Personal data is processed in accordance with Colombian Law 1581 of 2012 and our Privacy Policy.
You may request access, correction, update, or deletion of your data by writing to hola@silvarena.co with the subject «Personal data protection request».