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

1. GENERALITIES OF POLITICS
   
   

   OBJECTIVE
   Ensuring inclusion and accessibility for all guests of the chain On Vacationimproving their experience and complying with legal regulations. Likewise, establishing guidelines that determine best practices for accommodating these pets in hotels operated by On Vacation, in order to allow and manage entry into the facilities, taking into account compliance with company policies.
   SCOPE
   This applies to hotel employees and guests. On Vacationas well as the sales force responsible for informing travelers about the conditions of this service.
   DEFINITIONS
   Assistance DogA dog trained to perform specific tasks that help a person with a disability. Guide dogA dog trained to guide people with visual impairments. Service DogA dog trained to assist people with physical, mental, sensory, psychiatric, intellectual or other disabilities. Emotional Support DogA dog that provides emotional support to its owner, helping to relieve symptoms of anxiety, depression, or other emotional problems. CertificationDocumentation that certifies the training and function of the assistance dog. AccessibilityThe ability of guests with disabilities to access all areas of the hotel with their assistance animals. Health RegulationsLegal and health requirements that animals must meet, such as vaccinations and veterinary check-ups. Common areas: Hotel areas where the presence of assistance animals is allowed or restricted. Owner Responsibilities: Obligations of the animal owner, such as maintaining control of the dog and ensuring its good behavior. MuzzleA muzzle is a device designed to cover the snout of an animal, usually a dog, for the purpose of preventing it from biting, barking aggressively, or engaging in dangerous behaviors. Vaccination Card: It is an official document that records all vaccinations administered to a pet, including information such as the animal's name, vaccination dates, types of vaccines, and the veterinarian's signature. This record is essential for maintaining an up-to-date record of the animal's health and is required for certain procedures such as international travel and enrollment in pet daycares. Pets: Domestic animal (dog) that lives with humans. Identification plate: Identification tags are usually made of metal, are placed on the collar that the animal wears around its neck, and have the identification data engraved on them.

2. RESPONSIBLE
   
   

   PROCEDURE LEADER	Operations and Service Manager Hotel Experience and Operations Coordinator
   PERSONNEL IMPLEMENTING THE PROCEDURE	Head of Reception, Head of Accommodation and Public Areas, Head of Food and Beverage, On-Call Executive, Head of Security, Experience Coordinator, Guest Service Assistant, TVH Sales Force, Customer Service

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

• • • • Tour Vacation Hotels' various active sales channels must inquire at the time of booking whether the traveler will be accompanied by an assistance dog, guide dog, service dog, 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 booking confirmation.
      • Accommodation with pets, assistance dogs, guide dogs, service animals or support animals only applies to the rooms and/or accommodations defined by the hotel:
        • Blue Cove
        • Blue Tone (floors 3 and 4)
        • Toné Express
        • Cliff of the Earth
        • Caribbean (floor 2)
        • Tower Express
        • Girardot
        • Amazon (Maloka 1-6)
        • Mendihuaca (Villa 1-6)
        • Wayira bungalow
        • Portobelo Americas (Tower A)
        • Portobelo Beach
      • The fee for pet boarding will be in accordance with the prices established by Tour Vacation Hotels. This fee includes cleaning and disinfection costs and a loaner kit consisting of: a pet bed, scoop, water bowl, food bowl, biodegradable bag, a treat, and a door hanger that says: Do Not Disturb – I'm Out for a Walk (property of the hotel).
      • Each item has a cost, which is detailed below. These items will be inspected upon return, and any damage will be the responsibility of the guest, subject to prior acceptance under the document "RESPONSIBILITY FORM FOR THE ENTRY OF EMOTIONAL SUPPORT PETS (ASSISTANCE DOG, GUIDE DOG, SERVICE DOG OR OTHER EMOTIONAL SUPPORT ANIMAL)"
  • If, at the time of booking, the guest does not inform the hotel whether they will be accompanied by a pet, assistance dog, guide dog, service animal, or emotional support animal, the hotel reserves the right to refuse entry, as there is a limited number of rooms available for this purpose. In any case, upon arrival, guests must comply with the conditions and restrictions outlined in the hotel's policy and pay the room cleaning and disinfection fee established by the hotel.
  • If a guest enters the premises with a pet, assistance dog, guide dog, service animal, and/or emotional support animal without prior notification upon arrival or check-in, and the animal is detected, the hotel will automatically charge the applicable rate to the guest who made the reservation. Photographs will serve as sufficient proof for both parties.coplines of electronic media of the animal's entry into the hotel.
  • The following documents must be requested from travelers for acceptance of the service included in the travel reservation:
    • • Valid vaccination card or certificates: It must contain the date of issue, pet's name, breed, owner's identification, and vaccination validity.
      • 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.
      • Issue and expiration dates.
  • Psychological Certification: It must include the mental health condition of the pet owner, the pet's name and breed, and the owner's name and identification. It must be signed and stamped by the issuing healthcare professional, in accordance with the Colombian College of Psychologists.
  • The documents must be sent to the product area, which is responsible for activating the service in Osiris, at least 8 days before the travel date, to carry out the corresponding validations and authorize the service for the concept of accommodation of emotional support pet, which must be paid along with the deadlines established by Tour Vacation Hotels
  • Along with the payment and the documents mentioned above, the traveler must accept and sign the liability form that will be provided at the time of payment for the service to be sent in the same traceability of the request.

3.2 Upon arrival at the hotel

• The Guest must provide (deliver in physical form, by mail and/or other means) the documents related to the previous point and along with the payment for the service under the accommodation reservation; otherwise, the traveler must make the payment for the service at the rate defined by the hotel before check-in.
• Once received and validated, the reservation holder must complete and accept the RESPONSIBILITY FORM FOR ADMITTING AN EMOTIONAL SUPPORT PET (ASSISTANCE DOG, GUIDE DOG, SERVICE DOG OR OTHER EMOTIONAL SUPPORT ANIMAL)
• NOTE: Given their high level of danger, canine specimens belonging to one of the following breeds or their crosses or hybrids: American Staffordshire Terrier, Bullmastiff, Doberman, Dogo Argentino, Dogue de Bordeaux, Fila Brasileiro, Neapolitan Mastiff, Bull Terrier, Pit Bull Terrier, American Pit Bull Terrier, Presa Canario, Rottweiler, Staffordshire Terrier, Japanese Tosa and those new breeds or mixtures of breeds that the national Government determines, must wear a muzzle and leash.

3.3 During the stay

The following conditions and restrictions must be taken into account to ensure a pleasant experience for all guests and hotel staff during their stay at On Vacation brand hotels.

• Make sure that the pet and/or assistance, service or emotional support animal is friendly with 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, without leaving it alone in the room or other place.
• Please do not allow pets and/or assistance, guide, service, or emotional support animals to use towels, sheets, blankets, or beds in the room. The hotel provides a special kit for them in the room.
• Do not allow your pet and/or assistance dog, service guide or emotional support animal to relieve itself inside the room, public areas or gardens of the hotel; always make sure to bring items that allow you to clean and properly dispose of its waste.
• While in the hotel elevators, dogs must always be carried, kept on a leash and/or muzzled where required by law.
• Owners of pets and/or assistance, guide, service, or emotional support animals are solely responsible for any damage their pet may cause to hotel premises, guests, or clients. Consequently, they release the hotel from all liability for any damage or loss that may be caused to third parties and agree to indemnify and hold the hotel harmless from any claim or lawsuit, legal or extrajudicial action of any kind, that may be brought or filed against the hotel for any damage or injury that they may suffer or cause to third parties as a result of keeping pets and/or assistance, guide, service, or emotional support animals within the ON VACATION HOTELS.
• Pets and/or assistance dogs, guide dogs, service animals or emotional support animals must comply with the health regulations required by law and carry a current vaccination card.
• The pet may remain in the areas established by the hotel (gardens, paths and others defined by the hotel)
• Pets will not be allowed in some common areas of the hotel (Restaurants, bars, lobby, pool, spa, enclosed spaces and other public areas defined by the hotel).
• In the event of a disturbance caused by a pet and/or assistance, guide, service, or emotional support animal, the guest will be notified and given the necessary steps to immediately stop the disturbance. If the disturbance cannot be controlled, the guest must immediately remove their pet and/or assistance, guide, service, or emotional support animal from the hotel or may leave the premises without any refund, reimbursement, or payment of any kind.
• If your pet is left alone in the room for any reason, please notify reception to schedule room cleaning and use the "Do Not Disturb" sign to prevent hotel staff from entering the room. Additionally, a responsible adult must be present at all times during room cleaning or any other in-room service.
• NOTE: Should you require veterinary services, spa and grooming, or dog food and treats, the hotel can recommend suitable places to obtain them. Please inquire at reception, accommodations, or guest services for this information.

  REFERENCE DOCUMENTATION

  746 of July 19, 2002.

  The National Police Code in its art 124, 126

  Law 1346 of 2009 art 30