Booking Policy

BOOKING AND CANCELLATION POLICY FOR ONE DAY TOURS AND EXPERIENCES

If you need to cancel your day trip package, please email us at hola@etnicatravel.com with “Cancellation” in the email title. Cancellations will only be effective when we receive a written confirmation of your decision to cancel the package.

If you cancel your package at least 48 hours prior to the scheduled departure time, you may be eligible for a refund. However, if you cancel less than 48 hours before the scheduled departure time, no refunds will be available. We reserve the right to assess other refund possibilities based on the circumstances of the cancellation. Please note that an email stating your desire to cancel your package is an irrevocable notice, and you will not be able to change your mind once you have sent this notice, even if we have not yet acknowledged the cancellation in writing. We understand that sometimes unforeseen circumstances can arise, and we will do our best to accommodate your needs within our cancellation policy guidelines. If you have any questions or concerns about our cancellation policy, please do not hesitate to contact us.

BOOKING AGREEMENT FOR MULTI-DAY TOURS AND PACKAGES

A booking is only effective and confirmed once a deposit has been paid by the customer/traveler. Once we collect your deposit or initial payment, we will proceed to confirm all offered services with our local partners and suppliers. 

For group bookings we will make an initial temporary hold on hotels, this reservation will have a deadline to confirm room blocks with an initial down payment, respecting the dates defined by the hotels. In the case of FIT (Foreing Independent Travel) bookings, we’ll only make room blocks and proceed to reserving hotels once we collect a deposit or initial installment payment as guarantee. All hotels mentioned in trip proposals are subject to dates and availability. If by any chance we are in the need to change hotels once you’ve booked, we will notify you in advance and will choose an accommodation option that is the same category and pricing. 

Once we confirm your booking with the deposit or installment payment, we proceed to securing all offered services. In the case of FIT travelers (Foreign Independent Travel), all payment installments must be completed 15 days prior to the arrival date in Guatemala or Mexico. In the case of groups, all payment installments must be completed 30 days prior to the arrival date in Guatemala or Mexico.10 days prior to arrival we will share the detailed travel program and pre-departure recommendations. 

TRAVEL INSURANCE, SAFETY AND DAMAGES

Each traveler / customer is responsible for acquiring a valid travel insurance that will provide coverage for medical emergencies and any incident during their travels. We are not responsible for international travel delays, missing luggage or cancellations. 

Be advised we do not operate overnight ground transfers or do long ground transfers during nighttime. 

High risk activities such as active volcano hikes, paragliding, and other active adventures may require you to sign a liability waiver. If this is not signed we cannot be responsible for your participation in such activities and it will be your responsibility to book them.

The hotels and accommodation services used during your trip have established evacuation plans and safety procedures which we will adhere to while using their facilities. These establishments also manage their own internal rules regarding the use of their facilities and amenities. Damage to the room, linens, furniture and equipment may incur an extra charge by the lodging establishments. Covering any damage costs is the sole responsibility of the traveler. This will also apply to damages to any equipment used during tours and to transportation vehicles.

ENTRY TO GUATEMALA AND MEXICO

Check the validity of your personal travel documents and if you require a visa for visiting Guatemala or Mexico. If this is the case, each traveler/customer is responsible for acquiring a valid travel visa before booking a trip and payment. We do not provide invitation letters or any documentation for such procedures. 

Guatemalan or Mexican authorities may require upon entry:

-a copy of your itinerary (printed or digital)

-the trip payment receipt (itinerary or digital). 

CANCELLATIONS

In order to cancel a package for which you have made a booking, please email us at hola@etnicatravel.com stating your order reference and “Cancellation” in the title of the email. You may telephone us to discuss your desire to cancel the package but cancellation will only be effective when we have received from the person who purchased the package a written confirmation of his or her decision to cancel the package. An email to us stating that you desire to cancel a package is an irrevocable notice and you cannot subsequently change your mind even if we have not yet acknowledged the cancellation in writing.

If you cancel your tour:

We will apply the airline’s cancellation policy to any flights in your package and reimburse your ground arrangements in accordance with the penalty timeline

For cancellation of ground-only arrangements:

(a) 90 days or more prior to the stated departure date, we will retain an administrative fee of $100 per traveler and reimburse the remaining amount;

(b) Between 30 and 89 days prior to the stated departure date, we will retain 50% of the total booking cost and reimburse the remaining amount;

(c) Less than 30 days prior to departure, we will retain 100% of the price paid by you for the package.

We may cancel a package at any time prior to departure by giving you notice by email, letter or (if very close to departure) by telephoning you, if, due to terrorism, natural disasters, political instability or other external events it is not viable or safe for our local partner to operate the planned itinerary. If we cancel a package prior to departure, in your sole and absolute discretion you may choose between (i) us applying the amounts paid towards an alternative trip, or (ii) receiving a full refund. We are not responsible for any incidental expenses that you may have incurred as a result of your booking such as visas, vaccinations or non-refundable flights.

AMENDMENTS TO BOOKED PACKAGES

If you wish to change the date, route, services or itinerary there is a fee of

(a) $100 per traveler if done at least 90 days prior to the scheduled date of departure, subject to availability; and

(b) $300 per traveler if done between 30 and 89 days prior to the scheduled date of departure, subject to availability.

If you wish to change the name of one or several travelers of the trip, there is a fee of $100 per passenger if done at least 90 days prior to the scheduled date of departure. No name changes. are permitted within 89 days prior to the scheduled date of departure. No amendments are permitted to your booking within 29 days of departure. 

If changes are necessary while you are traveling they will be assessed by us and our suppliers beforehand and communicated to the customer in advance. If you leave a trip for any reason after it has started, we are not obliged to make any refunds for unused services. Changes requested while the trip is in progress that incur in additional expenses are the responsibility of the client exclusively.

ALL CUSTOMERS ARE REQUIRED TO AGREE WITH THESE POLICIES UPON BOOKING. 

Updated January 2023.