Guest Safety and Responsibility Policy

The hotel has safety protocols for emergencies (fire, earthquake, evacuation). Guests must report any incident immediately to the nearest staff member or Reception (Annex 0) to activate the corresponding procedures.

Consult the detailed Emergency Protocol here.

The evacuation routes and meeting points are clearly marked in the common areas and at the door of each room.

Children must be under the constant supervision of their parents or guardians. The hotel is not responsible for accidents arising from the lack of such supervision or non-compliance with the usage rules posted in the area.

Shared use between guests and Full Day users. The operating hours and supervision conditions (presence or absence of lifeguard personnel) are indicated in the pool area; the guest or user is responsible for respecting them. Minors must be accompanied by an adult at all times.

Pool towels are provided to guests and Full Day users under a delivery control format. Each towel has an informational card attached indicating that its loss or damage generates a charge of S/ 60.00, applicable to both guests staying at the hotel (see Section 8) and Full Day users without assigned rooms.

The hotel provides bicycles for guests to use freely and without additional cost, under the exclusive responsibility of the person using them.

The hotel does not provide helmets or other protection equipment. Guests are advised to use their own safety equipment if they have it. The hotel is not responsible for accidents or damages resulting from the improper use of bicycles, the lack of protection equipment, or the non-compliance with the safety recommendations provided, except in cases of proven negligence by the hotel in maintaining the units.

Before each use, the guest must sign the Authorization and Liability Waiver Form for Bicycle Use (FOR-02). If the user is a minor, this form must be signed by their parent, guardian, or legal tutor.

The hotel provides safety observations for visits to rural areas (riverbank, lake, paths, etc.). Non-compliance with these recommendations is the responsibility of the guest.

Guests are advised to inform the Reception before departing to these areas (departure time, estimated return time and number of people), in order to facilitate a timely response in case of emergency.

Once the check-out has been completed, access to the facilities is limited to the general transit areas. Any incident that occurs due to the guest's presence in unauthorized zones after this time is their responsibility.

These are governed by the procedures and timeframes established in Section 3 ("Operational Error Returns") of the Terms and Conditions of Reservations and Returns, and in the Section 8 of this document ("Warranty for Incidental Damages"), not by this clause.

The hotel has a basic first aid station located in front of the pool, specifically enabled during periods of high occupancy. It is not a permanent service and does not have fixed staff at all times; for support outside its coverage hours, Reception channels the attention according to the emergency information guide (see Emergency Protocol).

Guests receive an informational guide upon registration that includes emergency services and contact points, including the nearest health center or hospital.

It is recommended that guests, especially those traveling from abroad, have valid travel or health insurance during their stay.

The hotel is not responsible for the loss of valuable items left in the room outside the safety deposit box available for this purpose.

Any guest using the safety deposit box must complete and sign the Form for Declaration of Valuable Items (FOR-03), detailing what they will store. Reception will informally the specifications of size and capacity of the box.

If the safety deposit box becomes locked, its opening must be done in the presence of Security or the Manager/Administrator, Maintenance and the guest, who will jointly verify that what is found matches what was declared at check-in.

At the time of check-in, the guest signs an authorization that empowers the hotel to manage the billing of the replacement or repair costs, through bank transfer or charge on the same payment gateway used during their stay.

The hotel commits to notifying the guest of any findings, with photographic or audiovisual evidence, before processing any charges.

For amounts up to S/ 500.00, the hotel proceeds according to its standard communication and billing procedures. Higher amounts require explicit and written consent from the guest before execution.

Any damage or shortages must be reported by the hotel staff within the 24 hours after check-out to be able to apply this procedure. After this period without a report, the guest is exempt from responsibility for the finding.

The common areas of the hotel are equipped with video surveillance cameras for security purposes, in compliance with the current personal data protection regulations.

The personal and banking data collected during registration and for the management of refunds or charges are used exclusively for these purposes and are not retained beyond what is necessary.

The hotel reserves the right to request the withdrawal of a guest, without the right to a refund, in the event of conduct that endangers the safety, order or tranquility of other guests or staff (see Internal Regulations).

The consumption of alcoholic beverages within the premises is the responsibility of the guest; the hotel may restrict service to those who show signs of obvious intoxication for safety reasons.

Minors must be accompanied by at least one of their parents. In case of staying with another person, this person must present a notarized permission from the parents. Without this permission, the hotel will not be able to process the check-in for the minor, for safety reasons.

All Full Day users, as well as persons entering the facilities for photographic sessions or other events without staying overnight, must carry and present their valid DNI (or a readable copy from both sides) at the time of entry.

In accordance with the Consumer Protection and Defense Code, the hotel makes available to the guest a Virtual Complaint Book through the Virtual Complaint platform:
👉 https://app.reclamovirtual.pe/reclamar/hotelguizadoportillo/pacaran.
The corresponding notice, with its direct access QR code, is displayed at the Reception and service points.

The hotel additionally maintains a physical Complaint Book at the Reception, which is provided immediately to those who request it.

In case of dissatisfaction, the consumer can report it directly to INDECOPI via libroreclamaciones@indecopi.gob.pe.

Guests are requested to report any incidents during their stay or at the latest within the 48 hours after check-out, to activate the corresponding protocols and facilitate the evaluation of the case.

In case of an incident not reported within the 48-hour period, the hotel reserves the right to evaluate the situation before proceeding with any refund or compensation.

The liability limitations described herein apply to the extent that the incident arises from negligence, misuse or non-compliance with the guest's instructions, and do not exempt the hotel from its duty to maintain safe and in good condition facilities.

By making a reservation and/or checking into the hotel, the guest accepts the terms of this security and liability policy.

This document replaces any previous version and becomes effective upon its publication.