Privacy Policy

Who we are

LAKESTONE GUATAPÉ is a company that provides lodging, food and entertainment services, among other activities complementary to tourism.

The address of our website is:, LAKESTONE GUATAPÉ complies with the parameters indicated in the Law of Protection of Personal Data in Colombia, Law No 1581 /2012, Decree No. 1377/2013 and its complementary rules, when making collection, use, storage and disclosure of personal information of CUSTOMERS AND USERS.

Committed to maintaining the privacy of your personal data and in order to provide a good relationship with our guests, we have made this policy to publicize and explain our privacy practices as well as the process, validation and archiving of data obtained on our website. We make you aware that the personal data collected in our web form, as well as those data to which you have access as a result of navigation, consultation, request or any other operation carried out through the web or any other portal or by any other means, will be treated by LAKESTONE GUATAPÉ, under the terms and conditions set forth in this policy.

CUSTOMERS and USERS of, accept the data protection practices and policies described below:

LAKESTONE GUATAPÉ as responsible for the database that is incorporated in the website, discloses its identification data which are NIT 901.264.730-1 and RNT (Registro Nacional de Turismo) Registrations No. 112416, 113044, 113045, 113046, 113573.

LAKESTONE GUATAPÉ receives and stores:
1) Information provided by the CLIENT.
2) Information obtained from third parties.
3) Information collected by our systems.


1) Information provided by the CUSTOMER:

In order to make the reservation and purchase, the CLIENT must provide us with certain personal information (hereinafter the “Personal Information, guest information”) which includes:

*First and last name.
*Valid identification document number.
*Nationality and physical contact information (such as telephone number, address or e-mail address).
*In addition, you must enter your credit or debit card information (such as credit card number, security code, cardholder name and expiration date).

At its sole discretion, LAKESTONE GUATAPÉ may confirm the personal information provided by guests by contacting public entities, specialized companies or credit bureaus, for which the client offers express authorization. The information obtained from these entities will be treated confidentially. The CLIENT can always choose not to give us information, as long as it is not essential information to make the purchase or perform transactions in LAKESTONE GUATAPÉ. If the CLIENT does not agree to provide such information, he/she may not be able to hire the service. If the CLIENT makes a reservation on behalf of a third party, he/she must previously obtain the consent of such third party before providing the personal information of the latter. If the third party is a minor according to the applicable law, the CLIENT declares to have sufficient faculties to provide such personal information and accept this Privacy Policy. The CLIENT may also provide opinions, comments and suggestions by voluntarily participating in surveys and/or answering questions sent through emails or WhatsApp, in order to provide other users with real testimonials about service experiences, the CLIENT accepts and agrees that all opinions sent to us may be published on the LAKESTONE GUATAPÉ website and/or Application. By offering his/her opinion, or uploading real photos through the website, or social networks the CUSTOMER irrevocably assigns to LAKESTONE GUATAPÉ all property rights over such photographs and opinions. Whenever you enter information in a public area of the Website you are making it available to other members, users of the website and the general public; which is outside the scope of control of the company. Please remember the above and be careful about the information you choose to disclose.

2) Information provided by third parties:

LAKESTONE GUATAPÉ may obtain information from the CUSTOMER, through its ALLIES, business partners and other independent third party sources – such as public databases, information collected during a telephone conversation with the Customer Care Center and/or through interactive applications. All information collected may be combined with personal information.

3) Information collected by our systems:
LAKESTONE GUATAPÉ automatically collects and stores certain information about its USERS’ activity. Such information may include the URL they come from (whether or not they are on the LAKESTONE GUATAPÉ website), what browser they are using and their IP addresses. Also the pages visited and searches performed. The CLIENT expressly authorizes LAKESTONE GUATAPÉ to register and process his/her Personal Information for the following purposes:

  1. Manage the tourist reservation, carry out transactions and process invoices or other fiscal documentation.
  2. Offer you products and services and respond to your questions and comments.
    To send you information and updates about LAKESTONE GUATAPÉ services, as well as any other relevant information.
  3. This information may be sent via email, SMS or Whatsapp to the cell phone provided by the CUSTOMER. These messages may contain information about LAKESTONE GUATAPÉ’s services, as well as contact details of the ALLIES.
  4. Contact us with the CUSTOMER for customer service purposes, conduct surveys, statistics or analysis on consumption habits or preferences, notify the CUSTOMER by email about special offers and travel-related products and services that may be of interest unless the CUSTOMER does not wish to do so.
  5. In order to offer better services or provide information related to your preferences, also to develop internal studies on the interests, behaviors and demographics of users, to better understand their needs and interests, improve our commercial and promotional initiatives, customize their content, presentation and services, display advertising or promotions, banners, of interest to our users.
  6. Debit or credit card information (such as cardholder name, card number and expiration date) only for the purpose of completing reservations, including sending your data to the final service providers, to manage your reservations and/or purchase requests. Likewise, THE CUSTOMER may opt for LAKESTONE GUATAPÉ to remember certain card and billing information, which will appear automatically when entering LAKESTONE GUATAPÉ’s website and/or application.

Cancellation Policy

Our reservation fees are NOT REFUNDABLE, the user understands that modifications or cancellations of the reservation are NOT allowed and the total amount of the reservation must be paid. – We do not refund money for any reason. – Reservations without guarantee are not accepted. All guests must be checked in with their personal identification. – Check In is at 3.00pm and Check Out is at 12:00pm – Smoking is not allowed in the properties Early check out or partial stay: No refunds or reimbursements will be made for partially used stays, early check out or unused nights.

Payment Review

In accordance with the provisions of Decree 587 of 2016 as a Consumer, you have the right to request the reversal of payment in the context of sales made through electronic mechanisms, enshrined in Article 51 of the Consumer Statute, provided that your request falls within the requirements established by the same Decree


When visitors leave comments on the website, we collect the data displayed in the comment form, as well as the visitor’s IP address and browser user agent string to assist in spam detection.

  1. If you leave a comment on our site you can choose to save your name, email address and web address in cookies. This is for your convenience, so you don’t have to fill in your details again when you leave another comment. These cookies will last for one year.
  2. If you have an account and log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is deleted when you close your browser.
  3. When you log in, we will also set several cookies to store your login information and screen display options. The login cookies last for two days, and the display options cookies last for one year. If you select “Remember Me,” your login will last for two weeks. If you log out of your account, your access cookies will be deleted.

    If you edit or publish an article, an additional cookie will be stored in your browser. This cookie does not include personal data and simply indicates the ID of the article you have just edited. It expires after 1 day.

Embedded content from other websites

Articles on this site may include embedded content (e.g., videos, images, articles, etc.). Embedded content from other websites behaves in exactly the same way as if the visitor had visited the other website.
These sites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged into that site.

How long we keep your information

If you leave a comment, the comment and its metadata are retained indefinitely. This is so that we can recognize and approve successive comments automatically, rather than keeping them in a moderation queue.

For users who register on our site (if any), we also store the personal information they provide in their user profile. All users can view, edit or delete their personal information at any time (except that they cannot change their username). Site administrators can also view and edit that information.

What rights do you have over your data

If you have an account or have left comments on this website, you may request to receive an export file of the personal data we hold about you, including any data you have provided to us. You may also request that we delete any personal data we hold about you. This does not include any data that we are required to retain for administrative, legal or security purposes.

Payment and Collection

PAYMENT: Once the order is confirmed, it will be automatically redirected to the PayPal payment gateway. There you must follow the corresponding payment process. LAKESTONE GUATAPÉ does not store customer financial information.

a. Means of payment: Payment will be made solely and exclusively by the following means:
● Credit cards: Visa, Diners, Master Card, American Express.
● Bank deposit through PSE.
Cash payment through Efecty and Baloto.
● Voucher for balances in favor granted to the customer.

b. Payment gateway: Payments will be processed through PayPal, an external service contracted by LAKESTONE GUATAPÉ that has the necessary technological infrastructure and PCI DSS certification so that the payment information is kept secure. At the moment of proceeding with the payment, the client declares to understand and accept that in the event that he/she uses the PayPal payment gateway, the general terms and conditions of use for buyers will apply, which can be validated directly on the page

Origin of funds

By making a payment through bethel and being processed and approved by the PayPal payment gateway, the customer declares and maintains that:

a. The resources with which made the purchase, come from operation, trade, profession, activity or business lawful and in no case illicit, clandestine or in violation of the law or influencing a partial or total violation of this.
b. The monies with which the purchase was made were NOT obtained by virtue of any type of conduct that is established in the Colombian law as an offense constituting a criminal infraction.
c. I have never allowed third parties to use my accounts or my credit or debit cards to deposit or manage money that I do not know its origin or that comes from conducts contrary to the law and especially to the criminal law.
d. I exempt LAKESTONE GUATAPÉ of all responsibility for the erroneous, false, inaccurate information that may have been provided in this document or for the violation of the same, so that I will be the only responsible for it.

Minors (under 18 years of age):

“Infants” are considered to be children under 2 years old and “Children”, to minors between the ages of 2 years old and 11 years old on the date of entry to the properties of LAKESTONE GUATAPÉ, from 12 years old is considered an adult and will be charged as such. It is essential to indicate the ages of the children in a family group when requesting the reservation and confirmation of services.

If in the reservation a minor is traveling in the company of a parent and in order to make the registration process in the reserved house, must present the identity card, valid passport and / or civil registration. If the minor is not traveling with his/her parents, it is required to present a copy of the birth certificate showing the relationship, a copy of the parents’ citizenship card and the authorization form signed and authenticated by both parents. The permission for the entry of the minor to the properties does not substitute the permission to leave the country, and vice versa, which must be processed in accordance with the requirements of the immigration authority of each country.

Against child pornography

In accordance with Law 679 of August 3, 2001 issued by the Congress of the Republic, which establishes provisions to prevent and counteract exploitation, pornography and sexual tourism with minors.
In accordance with the provisions of said Law, all persons must prevent, block, combat and report the exploitation, hosting, use, publication, dissemination of images, texts, documents, audiovisual files, improper use of global information networks, or the establishment of telematic links of any kind related to pornographic material or material alluding to sexual activities of minors.

In development of the provisions of Article 17 of Law 679 of 2001, the agency warns tourists that the exploitation and sexual abuse of minors in the country are criminally and administratively punishable, according to the laws in force. Likewise and in order to comply with Resolution 3840 of December 24, 2009 and according to Article 1 of Law 1336 of July 21, 2009, Lakestone Guatapé adopted a model Code of Conduct, in order to prevent and deter the sexual exploitation of children and adolescents in tourism.