Booking terms and conditions

Effective: September 8, 2026 · Versión en español →

These terms apply when you book directly with El Nido Andino (ECOTURISMO NCB SAS): through this site, through reservas.elnidoandino.com or on WhatsApp. If you booked through Booking.com, Airbnb or Expedia, the terms you accepted on that platform apply instead.

1. How a booking is confirmed

• To confirm a stay or a day pass we ask for a 50% deposit. The booking is confirmed once the deposit reaches us; until then it is pending.
• The balance is paid on arrival, by card or in cash.
• Extras (coffee tour, tasting, meals and so on) are paid at the farm and are not part of the deposit.
• Groups of 8 or more are quoted on WhatsApp and may have their own conditions, which we confirm in writing before you pay the deposit.

2. Payment methods

The deposit can be paid by Bre-B with the key @bold901684753 or through the payment link (card, Nequi, PSE or Bancolombia). Card payments are processed by Bold; we never store card numbers.

3. Cancellations

• You can cancel free of charge up to 5 days before arrival (or before the day-pass date) and we refund the full deposit.
• Within those 5 days the deposit is not refunded, but it is kept as credit to rebook another date, subject to availability and to the price in force at that time.
• If you do not show up and did not let us know, the same applies as a cancellation within the 5 days.
• To cancel or reschedule, write to us on WhatsApp or at [email protected] with the name on the booking and the dates.

4. Date changes

We are happy to handle them. They depend on availability, and the price may change with the new date.

5. Arrival and departure

• Stays (rooms and camping): check-in from 3:00 PM and check-out by 11:00 AM. Early check-in and late check-out can be requested in advance and depend on availability.
• We do not take arrivals on Mondays and Tuesdays, unless it is a public holiday.
• Day passes: 9:00 AM to 6:00 PM. Closed on Mondays and Tuesdays, except public holidays.

6. Children

• Stays: on direct bookings, children under 7 do not pay but do count towards the room capacity. From age 7 they pay the full rate.
• Day passes: children under 3 do not pay; ages 3 to 12 pay the child rate; from age 13 they pay the adult rate.
• Minors always come under the care of a responsible adult, who is the person making the booking.

7. Capacity

Capacity is limited. Day passes are capped at 15 people per day, and each accommodation has its own maximum. If a booking exceeds capacity we tell you before confirming it.

8. Gift cards

• A gift card is worth its amount and can be used on anything at the farm.
• It is used in one visit. If the plan costs less, the rest is used up the same day; if it costs more, the difference is paid.
• It expires one year after purchase (the date is printed on the card). After that it cannot be used, refunded or extended.

9. Your data

The data you give us to book is handled under our Privacy Policy and our Cookie Policy.

10. Complaints and governing law

We handle any complaint at [email protected] or on WhatsApp at +57 316 393 3455. Colombian law applies, including the Consumer Statute (Ley 1480 de 2011). As a consumer you can also turn to the Superintendencia de Industria y Comercio.

11. Changes to these terms

We may update them. The version in force is the one published on this page, and each booking is governed by the version in force on the day it was made.