Reservation policy
At Ayllu Experiences, we want every reservation to be clear, organized, and transparent from the moment a customer requests a service until the travel experience is completed. This Reservation Policy establishes the conditions and procedures applicable to reservations made through our website, communication channels, or directly with Ayllu Experiences.
By requesting or confirming a reservation, the customer acknowledges and accepts this Reservation Policy, together with our Terms and Conditions, Advance Payment Policy, and Cancellation and Refund Policy.
1. Reservation Requests
Customers may request a reservation through the communication channels made available by Ayllu Experiences, including our website, email, telephone, messaging applications, social media, or in-person channels.
A reservation request must contain sufficient information for us to evaluate availability and organize the requested service.
Submitting a request does not automatically mean that the reservation has been confirmed.
2. Information Required for a Reservation
Depending on the service, customers may be required to provide information such as:
- Full name of each participant.
- Number of travelers.
- Travel date.
- Selected tour or service.
- Contact information.
- Passport or identification information when required.
- Accommodation information, when applicable.
- Dietary or accessibility requirements, when relevant.
- Emergency contact information when necessary.
Customers are responsible for ensuring that all information provided is accurate, complete, and up to date.
3. Availability
All reservations are subject to availability.
Availability may depend on factors such as tour capacity, transportation, accommodation, entrance tickets, permits, guides, seasonal demand, weather conditions, and third-party supplier availability.
Ayllu Experiences will make reasonable efforts to provide the service requested; however, submitting a reservation request does not guarantee availability until the reservation has been formally confirmed.
4. Reservation Confirmation
A reservation will be considered confirmed once Ayllu Experiences has verified availability, received any required advance payment, and issued a confirmation through an authorized communication channel.
The confirmation may include relevant information such as the travel date, number of participants, itinerary, meeting point, services included, payment status, and other applicable instructions.
Customers should carefully review the confirmation and notify Ayllu Experiences promptly if any information is incorrect.
5. Advance Payment and Reservation Security
Certain reservations require an advance payment or deposit to secure the requested services.
The applicable amount and payment deadline will be communicated to the customer before confirmation whenever possible.
The conditions governing advance payments are detailed in our Advance Payment Policy.
6. Reservations Made by Third Parties
If a customer makes a reservation on behalf of another person or group, the person making the reservation confirms that they have the authorization to provide the information required for the booking.
The person making the reservation is responsible for ensuring that all participants receive the relevant booking information, including these Terms and Conditions and applicable policies.
7. Group Reservations
Group reservations may be subject to specific conditions regarding minimum or maximum numbers of participants, availability, transportation, accommodation, guides, payments, and cancellation terms.
Ayllu Experiences may provide specific conditions for group bookings before confirmation.
Any special arrangements agreed upon for a group should be confirmed in writing.
8. Private and Shared Services
Depending on the selected experience, Ayllu Experiences may offer private or shared services.
Private services are operated exclusively for the customer or their group, while shared services may include other travelers.
The applicable service type will be specified during the booking process or in the reservation confirmation.
9. Changes Requested by the Customer
Customers may request changes to a confirmed reservation, such as modifications to the travel date, number of participants, accommodation, transportation, or other services.
All changes are subject to availability and may result in additional charges or different conditions.
A change is not considered confirmed until Ayllu Experiences has communicated its acceptance through an authorized channel.
10. Changes to the Number of Participants
Requests to increase or decrease the number of participants must be communicated as soon as possible.
An increase in participants is subject to availability and may require additional payment.
A reduction in the number of participants may affect the applicable price or cancellation conditions and will be handled according to the terms applicable to the specific reservation.
11. Travel Date Changes
Requests to change the travel date are subject to availability and the conditions applicable to the services already reserved.
Some components, including entrance tickets, transportation, accommodation, or services provided by third parties, may not be transferable or changeable.
Any applicable costs or restrictions will be communicated to the customer before the change is confirmed whenever reasonably possible.
12. Meeting Points and Pick-Up Information
Customers will receive the applicable meeting point, pick-up location, or transportation instructions as part of their reservation information.
Customers are responsible for checking these details before the scheduled service and being present at the designated location at the required time.
Failure to arrive at the designated location on time may result in the customer missing the service and may be treated as a no-show according to the applicable conditions.
13. Special Requests
Customers may communicate special requests, including dietary preferences, accessibility requirements, room preferences, or other relevant needs.
Ayllu Experiences will make reasonable efforts to accommodate such requests; however, special requests are subject to availability and cannot always be guaranteed.
Any request that has not been expressly confirmed in writing should not be considered guaranteed.
14. Travel Documents and Participant Information
Customers are responsible for providing accurate information and ensuring that all participants possess the documents required for their travel.
When a reservation requires passport details, identification information, or other documentation, incorrect information may affect the customer’s ability to access or use the contracted service.
Ayllu Experiences should be notified immediately of any relevant change to participant information.
15. Reservation Confirmation Through Authorized Channels
Customers should rely only on reservation information communicated through Ayllu Experiences’ official and authorized communication channels.
If a customer receives payment instructions, booking changes, or other requests that appear suspicious or inconsistent with previous communications, they should verify the information with Ayllu Experiences before taking action.
Ayllu Experiences is not responsible for payments or arrangements made with unauthorized third parties.
16. Supplier Conditions
Some reservations depend on services provided by independent suppliers, including hotels, transportation companies, airlines, local operators, guides, restaurants, and activity providers.
These suppliers may impose additional conditions regarding availability, changes, identification, schedules, deposits, or other aspects of the service.
Where applicable, such conditions may form part of the customer’s reservation.
17. Cancellation of a Reservation
A reservation may be cancelled by the customer or, under certain circumstances, by Ayllu Experiences or a third-party supplier.
The financial consequences of cancellation, including applicable fees, retained amounts, or refunds, are governed by our Cancellation and Refund Policy and the conditions applicable to the specific service.
Customers should review those conditions before confirming their reservation.
18. No-Show
A customer may be considered a no-show when they fail to attend a confirmed service, fail to arrive at the designated meeting point within the required time, or otherwise fail to use the service without providing adequate prior notice.
No-show situations may result in the loss of the service and may not qualify for a refund, depending on the applicable conditions and supplier policies.
19. Reservation Responsibility
Once a reservation has been confirmed, the customer is responsible for reviewing all information provided by Ayllu Experiences and communicating any errors, omissions, or requested changes as soon as possible.
Ayllu Experiences cannot be held responsible for problems resulting from incorrect information supplied by the customer or from the customer’s failure to review the reservation details.
20. Acceptance of the Reservation Policy
By confirming a reservation with Ayllu Experiences, the customer acknowledges that they have read, understood, and accepted this Reservation Policy and the other applicable policies published on our website.
Ayllu Experiences reserves the right to update this Reservation Policy when necessary. The version applicable to a reservation will generally be the version in effect at the time the reservation is confirmed, unless otherwise required by applicable law.