1. INTRODUCTION AND SCOPE OF APPLICATION

These guidelines establish the general policies for customer service, reservations, cancellations, personal data protection, and complaint mechanisms of the R.H.S.A. Hotel Chain located in Puerto Madryn, covering the chain's establishments in the Province of Chubut, including Puerto Pirámides. Their purpose is to ensure transparent, respectful service in accordance with current tourism legislation.

2. RESERVATION AND CONFIRMATION POLICIES

Reservations can be made in person, by telephone, or through the official website. All reservations will be considered confirmed once proof of payment or the requested guarantee has been received. Guests must present a valid ID at check-in, including a passport or valid immigration document in the case of foreign nationals. For reservations with advance payment: issue a receipt and provide details of the refund policy. Information visible on the website and at reception: room type, final price including taxes, payment and cancellation conditions, right of revocation/cancellation.

3. RIGHT OF WITHDRAWAL

The guest may exercise the right of withdrawal within ten (10) calendar days of booking, provided that they have not used the service. Cancellations must be made using the same means by which the reservation was made.

• Visible button/link to cancel online reservations, in accordance with provision 954/2025.
• Response times and issuance of confirmation with management code.
• Exceptions: non-refundable reservations or services that, by their nature, do not allow cancellation.
• Refunds processed within seven (7) business days (depending on payment method).

4. CANCELLATION POLICY

Cancellations made more than 48 hours prior to the check-in date will not incur any charges. Cancellations made within 48 hours prior to check-in or no-shows may result in the retention of the deposit or the charge of the first night's accommodation, depending on the agreed terms and conditions.

• Flexible Rate: free cancellation up to 72 hours before check-in; after that, 50% or one night will be charged.
• Non-refundable rate: full payment in advance, except in cases of force majeure. For online reservations, the cancellation button applies and a confirmation of processing is issued.

5. CUSTOMER SERVICE

Guests may contact Customer Service or, in case of disagreement, contact the enforcement authority: National Consumer Protection Agency or the corresponding provincial authority. Likewise, the hotel adheres to the voluntary mediation mechanisms promoted by the Chubut Tourism Secretariat.

• Conctact: telephone +54 (280) 4459-300, e-mail: atencionclientes@cadenarayentray.com.ar
• Horario: Monday to Friday from 8 a.m. to 6 p.m. (GMT-3, Argentina time).
• Proof of receipt of complaints with management code.

6. RELATIONSHIP WITH FEHGRA

Cadena de Hoteles R.H.S.A. is a member of the Argentine Hotel and Restaurant Business Federation (FEHGRA) and applies its principles of professional ethics, quality of service, and good hotel practices. The following regulations are observed: National Tourism Law No. 25,997.

7. COMPLAINTS BOOK

The hotel has a physical complaint book available at the reception desk. All complaints or claims will be recorded and responded to within ten (10) business days. A receipt with a reference number will be issued. Contact: atencionclientes@cadenarayentray.com.ar from Monday to Friday from 9:00 a.m. to 6:00 p.m. (GMT-3, Argentina time).

8. COMPLIANCE CHECKLIST

• Cancellation policy visible on the website.
• Privacy policy posted at reception and on the website.
• Active revocation/unsubscribe button.
• Written confirmation of reservation.
• Operational complaints book (digital).
• Informative poster at reception.
• Internal complaint log.
• Designated customer service representative.

9. REGISTRATION AND ATTENTION TO FOREIGN GUESTS

1. All foreign guests must present a valid passport or national identity document according to their country of origin.
2. In the case of foreigners residing in Argentina, an Argentine national identity card or proof of residence will also be required.
3. The country of origin, date of entry into the country, and document or passport number must be registered, in accordance with the provisions of National Migration Law No. 25,871.
4. Non-resident foreign tourists are eligible for VAT exemption on accommodation in accordance with Decree 1043/2016.

10. PRIVACY AND PERSONAL DATA PROTECTION POLICIES

Cadena de Hoteles R.H.S.A. guarantees the protection of the personal data of its guests, suppliers, and employees, in accordance with Law No. 25,326 and its Regulatory Decree No. 1558/2001. The data collected will be used solely for the management of reservations, stays, billing, and institutional communications. The owner of the data has the right to access, rectify, update, or delete the information, in accordance with Article 14 of Law 25,326. The data will not be transferred to third parties without the express consent of the owner, except when legally required. The information is stored in secure systems with confidentiality measures and restricted access. Any queries or complaints may be addressed to the Agency for Access to Public Information, the supervisory body for Law 25,326.

11. CONFIDENTIALITY NOTICE

Cadena de Hoteles R.H. S.A.

Introduction

At Cadena de Hoteles R.H.S.A., we value the privacy and security of our guests', visitors', and users' personal data. The purpose of this privacy notice is to inform you how we collect, use, protect, and share the personal information you provide to us through our website, social media, contact forms, telephone or in-person reservations, and other means related to our service. By using our channels or services, you accept the terms of this Notice and authorize us to process your data in accordance with the provisions herein.

What data is collected and how it is obtained:

• First and last name.
• Mailing address (billing).
• Email address.
• Phone number.
• Payment details.
• Social media information (if you communicate with us through social media).
• Stay preferences: date, room type, number of guests.
• Travel information or special requirements.
• ID or passport number, if applicable.

This data is collected when you:

• Make a reservation or request a quote.
• Contact us by email, phone, or social media.
• Participate in surveys and promotions.
• Visit our website or fill out a contact form.

Use of Cookies and Similar Technologies

Our website may use cookies and similar tools to improve the user experience, facilitate navigation, and remember preferences. Cookies do not store sensitive personal information.
Users can configure their browser to reject or delete them at any time.

Changes to the notice

This notice may be updated periodically to reflect changes in our practices or applicable regulations. The current version will always be available on our website.

12. NATIONAL LEGAL FRAMEWORK

Law 24,240 on Consumer Protection (BO 10/27/1993) Art. 4: Obligation to provide clear, accurate, and sufficient information. Art. 7: Consumer rights regarding distance contracting. Art. 10 and 19: Advertising and contractual conditions. Art. 34: Rights of revocation in distance contracts. Civil and Commercial Code of the Nation (art. 1100 to 1116) on contracts and revocation of services. Provision 954/2025 of the Ministry of Commerce (BO 4/09/2025): Obligation to inform. "Repentance/cancellation button in online reservations. Regulations of the province of Chubut: General Directorate for Consumer Protection and Defense, Complaints book and claims register. National Migration Law No. 25,871 FEHGRA 2025 recommendations for the hotel sector.

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