POLICIES AND PROCEDURES

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2 MANUAL DE VENTAS 2 1. RESERVATIONS POLICY. These guidelines apply to all services provided by Sol & Luna or Wayra, such as accomodation, dining, transportation, special events and other activities. 1.1 RESERVATION REQUESTS. All reservation requests must be made in writing to our booking department. All reservation requests will be replied within 24 hours in writing, by or by fax, with the confirmation code, or will be placed in the waiting list, according to availability. - by fax: by mail: reservas@hotelsolyluna.com for general booking reservas1@hotelsolyluna.com for FITS accommodation reservas2@hotelsolyluna.com for A&B or activities reservas4@hotelsolyluna.com for groups or series No commitment will be honored if there is no written confirmation reply or if it is given by unauthorized personnel. 1.2 FINAL BOOKING CONFIRMATIONS & ROOM LIST Individual (from 1 to 3 casitas, all room categories). High season: from 1st April to 31st August, and 1st to 31st October. Final confirmations and full payment should be made forty five (45) days prior to check-in. Shoulder season: from 1st to 31st March, and 1st to 30th September. Final confirmations and full payment should be made thirty (30) days prior to check-in. Low season: from 1st January to 28th february, and 1st November to 14th December. Final confirmations and full payment should be made thirty (30) days prior to check-in. Christmas & New Year: From 15th to 31st December. Final confirmations and full payment should be made sixty (60) days prior to check-in. Last minute bookings: Reservations made 29 days or less prior to stay. These passengers or groups should pay in full within 48 hours of booking.

3 3 In the case of last minute bookings, the full list of passengers is requiered upon booking and payments are non-refundable. Groups (4 casitas or more, all room categories). Confirmations should be sent according to the following timeframes prior to check in: 120 days before check in: Please send the draft room list, containing at least 50% of the confirmed names. 25% of the booking will be blocked, whilst the other 25% will be added to the Sol y Luna inventory, effectively putting a hold on the reservation. 90 days before: Please send a second draft room list, with at least 75% of the names confirmed so we can update the booking. 12% of the booking will be blocked, whilst 13% will be added to the Sol y Luna inventory, effectively putting a hold on the reservation. 60 days before: Please send the final room list, with 100% confirmed names, along with the final payment (please note this is non-refundable). In order for us to have all the necesary information before check in, please send over the following details for both groups and individuals: - First name and last name - Address - Passport number - Date of birth - Nationality In cases when the final confirmation and payment falls on a weekend or holiday, the payment and details should be sent the friday before, or last working day ahead of this given date. In cases when details or payment are not received within the stated timeframe, Sol y Luna reserves the right to cancel the reservation and apply corresponding charges. 2. CANCELLATIONS. All cancellation requests must be made by to our booking department, stating the details of the reservation: date, passengers and services. The cancellation will be registered and accepted in writing by our booking department according to established deadlines and conditions.

4 4 2.1 ACCOMMODATION CANCELLATIONS Individuals (from 1 to 3 casitas, across all room categories) Cancellations are accepted at different times depending on the corresponding season: High season (for visits between 1st April and 31st August, and 1st to 31st October. Cancellations are accepted, with no charges or penalties applied, up to 45 days prior to the check-in date. Shoulder season: from 1st to 31st March, and 1st and 30th September. Cancellations are accepted, with no charges or penalties applied, up to 30 days prior to the check-in date. Cancellations and changes made 29 days (or less) before arrival will be considered no shows and charged in full. Low season: from 1st January to 28th february, and 1st November to 14th December. Cancellations are accepted, with no charges or penalties applied, up to 30 days prior to the check-in date. Cancellations and changes made 29 days (or less) before arrival will be considered no shows and charged in full. Christmas & New Year: From 15th to 31st December. Final confirmations and full payment should be made sixty (60) days prior to check-in. Cancellations made 59 (or less) days before arrival will be treated as no shows and charged in full. Last minute bookings: For arrivals within the following 29 days. You have a period of 48 hours after making the booking in which to cancel the reservation without incurring charges. After this period, all cancellations will be treated as no shows and charged in full. Groups (4 casitas or more, all room categories) Cancellations and changes are accepted without charge up to 60 days ahead of check in. However, please note that the following three deadlines must be adhered to: 120 days before check in: Please send the draft room list, containing at least 50% of the confirmed names. 25% will be held for additional members of the group, whilst the other 25% will be added to the Sol y Luna inventory, effectively putting a hold on the reservation.

5 5 90 days before: Please send a second draft room list, with at least 75% of the names confirmed so we can update the booking. 12% of the booking will be blocked, whilst 13% will be added to the Sol y Luna inventory. 60 days before: Please send the final room list, with 100% confirmed names, along with the final payment (please note that at this point payment is non-refundable). Cancellations and changes made 59 (or less) days before arrival will be charged at 100% of the value of the reservation. FOR RESERVATIONS ON DINING SERVICES AT KILLA WASI (Sol y Luna restaurant) or WAYRA. Cancellations will be accepted free of penalty charges up to 24 hours prior to the guests arrival only for the following services: - Set menu and à la carte dinners (Killa Wasi or Wayra) - Sacred Valley lunches (Wayra) - Box lunch (Killa Wasi) Groups of more than 15 people will be considered a special event. If the reservation is cancelled less than 24 hours prior to the group s arrival 100% of the reservation will be charged. In the case of lunch services, the 24 hour period expires at midday without exceptions. Lunch services may not be exchanged for dinner services, or vice-versa. In this case it will be treated as no-show. Dinner or lunch reservations may not be transferred to third parties. The reservation is valid within service hours. If different times are required, an additional 25% will be charged. BOOKING OF CATERING SERVICES OR SPECIAL EVENTS AT KILLA WASI OR WAYRA: Our cancellation policies apply to most events tailored to our customers needs, such as food and beverage services in or outside our Killa Wasi restaurant or Wayra, cultural shows, barbecues, pachamancas, cooking demonstrations and pizza nights.

6 6 - Cancellations or modifications made up to 15 days prior to the service will be accepted without penalties. - Reservations cancelled 05 to 14 days prior to the service date will be subject to a 50% charge on the total reservation rate, in order to cover administrative and cancellation costs. - Reservations cancelled 04 days or less prior to the service date, or in the case of no arrival, will be charged 100% and will not be reimbursed, as they will be considered no-show. BOOKING OF TOURS OR TRANSPORTATION SERVICES. We hereby state our cancellation policies, which apply to most tours, activities and transportation services. - These services may be cancelled up to 15 days prior to the service. - Reservations cancelled 05 to 14 days prior to the service date are subject to a 50% charge of the total reservation rate in order to cover administrative costs. - Reservations cancelled 4 days or less prior to the service date, or in case of no arrival, will be charged 100% and will not be reimbursed, as they will be considered no-show. 2.2 RESERVATIONS ARE NON TRANSFERABLE AND UNDELAYABLE. An agency or customer that reduces cancels or incurs in no-show of spaces in individual or group reservations may not use those same spaces for other reservations or transfer them to another time. All reservations are non transferable and undelayable; the hotel may dispose of these spaces without being subject to complaints. Reservations requiring attention outside usual hours are subject to an additional charge. 2.3 NO-SHOW. Confirmed reservations that are not used by passengers or are cancelled by the agency out of the established time-frames are considered no-show. In these cases the total amount of the reservation will be charged.

7 7 3. GRATUITY POLICIES. 3.1 CHILDREN POLICIES The accomodation of children 7 years old or younger sharing their parents bed is free of charge. Breakfast will have an additional $13.5 (including VAT and service charges). Any additional consumption must be paid directly to the hotel. 01 child per room will be accepted free of charge. For the second child an additional bed must be requested according to our rates, which include buffet breakfast. 3.2 INSPECTION VISITS / FAM TRIPS / TRAVEL AGENTS Inspection visits and fam trip reservations will be subject to availability. The hotel will evaluate the rate it will provide. All requests must be addressed to the commercial management or general management to the following emai: reservas@hotelsolyluna.com and will be replied within 48 hours. 3.3 FREE OF CHARGE SERVICE POLICY Accomodations: No accomodations are available free of charge. Dining: - No FOC dining is available - No FOC box lunch service is available - For Sacred Valley Lunch (Wayra), FOC applies to 01 driver. The tour conductor has a preferential rate of US$26.00 and TC is FOC if the group is larger than 15 people. - For Wayra set menu dinners, one TC is served FOC if the group is larger than 15 people. All booked services are non-transferable and undelayable. Catering services or special events at Killa Wasi or Wayra During services such as barbecues, pachamancas and others offered during lunch hours, Sol & Luna / Wayra will offer complimentary lunch for the tour conductor and the driver, without being under any obligation to seat them with the passengers or to provide the same menu as the passengers.

8 8 If the group is larger than 15 people, complimentary services to other people, such as additional guides or agency companions will be considered. During dinner hours there will be no Free of Charge services. Requests for benefits for companions during dinner hours must be previously presented for our consideration and depend on the customer s commercial history with the hotel. During one-off services booked with Sol & Luna with a set menu, this menu or content will be respected. Any modifications or adaptations must be requested at least 05 days prior to the event. Modifications requested 04 days or less prior to the event will have an aditional charge. Any special accomodation, information or branding requirements, or any special attentions of any kind, must be requested in advance and may be subject to additional charges. Tours and ground transportation Our tours are organized by an official tour conductor or the suitable support staff for each activity. Tour guides or tour conductors who wish to accompany their passengers during an activity provided by Sol y Luna or Wayra must pay the usual rate. On activities in which they are allowed to participate, children older than 7 will pay the usual rate without any discount; children will receive a complete service, and require even greater attention and care than adult passengers. In the case of activities organized for fam trips, requests will be considered taking into account the customer s commercial history with the hotel. 3.4 COMPLIMENTARY ROOMS FOR DRIVERS. Complimentary accomodation is provided by Sol y Luna in the rooms allocated for this use, under no obligation and subject to availability. Hotel services are not included. Drivers will not be allowed entry if inebriated or after 10:00 P.M. If they arrive any later they will not be allowed access to their room.

9 9 4 PAYMENT POLICY. The amount corresponding to the reservation will be paid to our checking accounts within the due date, along with the reservation confirmation. For reservation payment we accept the following credit cards: Visa, Master Card, American Express and Diners Club. If you do not have any of these credit cards you may transfer the money to our bank account. Detailed information follows. Published rates are in American Dollars, converted to Nuevos Soles according to the valid exchange rate at Sol y Luna at the date of the transaction for the emission of a fiscal payment document. Please take into account that the amount that appears in your invoice may vary according to the exchange rate. Sol y Luna is not responsible for these fluctuations. In accepting these policies you accept being informed of the fluctuation in money exchange rates and agree to the corresponding charge in Nuevos Soles. 4.1 PAYMENT METHODS - Cheque: Payable to PETIT POIS S.A.C. - Cash: American Dollars or Nuevos Soles - Bank deposits: Please send the bank deposit receipt by fax for its reconfirmation - Bank accounts: Banco del Crédito del Perú. Account in US$: Account in S/.: (Account name: PETIT POIS S.A.C. / R.U.C. Nº ) All deposit copies must include the following information: - Agency or tour company - Name of the passenger or group - Reservation code - Date of arrival and departure - Category and quantity of rooms - Rate

10 Payments in Service Exportation Modality (D.L. 919) Guests are requested to present their original passport at check-in, as well as the temporary immigration card with no more than 60 days permanence in Peruvian territory. These documents will be photocopied in order to provide verification for tax exemption. All agencies must pay the reservation with 18% VAT plus 10% service charges for Peruvian or foreigner resident guests. No tax exempt payments will be accepted for Peruvian guests or foreigners who do not fulfill the requirements established by law. 5. CREDIT. All credit must be requested in writing to the Sol & Luna management for its approval, and corresponding conditions must be stipulated. A monthly rate of 4% will be charged on late payments of 1 to 30 days, and of 8% for delays of 31 to 60 days. If payment is delayed more than 60 days the line of credit will be suspended and a monthly rate of 4% will be charged progressively. Agencies with a line of credit approved by the Sol & Luna management must still send their rooming list according to the procedure established in this document. 6. INVOICES. Invoices will be issued to the agency making the reservation. The following details must be provided: RUC number, company name and legal address. No invoices will be issued to the passenger name at the agency s request. 7. TIME LIMITS FOR COMPLAINTS. Any complaints or disagreements regarding invoices must be processed within 15 days after the date of reception. No later complaints will be accepted. 8. REIMBURSEMENTS. All reimbursement requests will be granted in a credit note. Under no circumstances will we provide cash reimbursements. Credit notes must be requested explaining the reason and attaching a copy of the invoice. Credit notes will be issued within 72 hours of the request.

11 11 9. CHRISTMAS AND NEW YEAR S EVE POLICY. All Christmas (December 24th) and New Year s Eve (December 31st) reservations must take the package prepared for that night: accomodations plus Christmas or New Year s Eve dinner. The set menu will be published prior to the festivities. 10. YACU WASI SPA SERVICES POLICY Services at our spa, Yacu Wasi, are for the exclusive use of Sol y Luna guests. The use of the gym and sauna are complimentary. Reservations of spa services are limited to the hours established in the reservation. These are not extensible if guests are late for their appointment. Cancellations of spa services less than 24 hours prior to appointments have a 50% penalty charge. 11. BASIC INFORMATION CHECK-IN AND CHECK-OUT TIMES - Check-in: From 11:00 A.M. - Check-out: 10:00 A.M. - Late check-out: 12:00 M. at the latest, subject to availability 11.2 ADDITIONAL ACCOMODATION CHARGES - Late check-out, subject to availability, until 03:00 P.M. will be charged an additional 30% of the rate. - Day use, subject to availability, until 06:00 P.M. will be charged 50% of the rate DINING HOURS Breakfast: 05:00 A.M. to 10:00 A.M. Lunch: 12:00 M. to 03:00 P.M. Dinner: 06:00 P.M. to 10:00 P.M.

12 12 ADDENDA 1) LIMITATION OF RESPONSIBILITIES Sol y Luna, through Wayra and its activities division, provides services as an operator agent; it establishes commercial negotiations within its quality and service standards, such as, but not limited to: ground transportation and guide services, as well as other related tourist activities such as tours and excursions, selecting only the most qualified and prestigious providers in the market. However, Sol y Luna cannot assume any responsibility towards the customers of the services offered by Sol y Luna for acts or ommissions of the aforementioned providers, given that it has no control over or legal relationship with its personnel, equipment, operation or property. Sol y Luna hereby declares that: (a) Photos on its website are referential. We do not guarantee that on arrival everything will be exactly as it is there described. (b) Descriptions of travel services are updated by Sol y Luna to the best of its knowledge, but we do not guarantee everything will be exactly the same upon arrival. (c) Sol y Luna retains the right to reject any customer at any time for misbehavior or if they in any way jeopardize the activities we organize and operate. (d) Any complaint or notification against Sol & Luna must be received in writing no later than fifteen (15) days after the service has been provided. Sol y Luna will not assume responsibility for any complaints, costs or expenses arising from personal or third party injuries, accidents or death, loss of or damages to personal belongings, lack of enjoyment, anger, disappointment, anxiety or frustration, be it mental or physical, resulting from the following: (a) Acts or omissions of any person other than Sol y Luna or its employees. (b) Illness, theft, work disputes, mechanical breakdowns, quarantines, government actions, weather or any other cause outside the direct control of Sol y Luna. (c) The customer s failure to obtain the documentation required for their trip, such as, but not limited to, travel coupons, passport, visas and certificates, in which case there will be no reimbursement.

13 13 (d) The customer s failure to follow instructions including, but not limited to, airplane or train times of departure, time and date of check-in and check-out of hotels, coupon exchange policies. (e) Cancellation or modification for any reason of services provided. We retain the right to cancel or modify travel services at our discretion, but will try to substitute them with comparable srvices. If we have to completely cancel your reservation, Sol y Luna s responsiblity will be limited to the reimbursement of the money paid in its entirety. (f) A total reimbursement will not be honored if the voyage has to be cancelled, interrupted or postponed by Sol y Luna for reasons outside its control (force majeure causes such as, but not limited to, weather conditions, storms, earthquakes, social violence acts, etc.) and where the contractual obligations of Sol y Luna to its providers do not permit a reimbursement of the advance. In any case, at Sol y Luna s discretion, it may retain 10% of the total of the amount paid for the reservation in order to cover administrative costs. 2) SECURITY REGULATIONS DURING OUR ACTIVITIES: Outdoor activities provided by Sol y Luna imply some risks, which we will avoid in our condition as operators. Therefore, the following must be taken into account. Basic information: - Activities offered may be modified, reduced or suspended if there is risk of danger due but not limited to: road and terrain conditions, weather conditions, participants abilities, be them physical, technical or behavioral, social instability, etc. - The number of participants in each service is defined according to the judgment of our guides, taking into account the age, abilities and experience of the participants. - Our activities always take place in natural light. Therefore, they must always take place before sunset.

14 14 - Damages to equipment or animals that are the property of Sol y Luna must be compensated if they have been caused by misuse or by not heeding the guide s instructions. - The travel agency booking our services for their passengers will be jointly and severally obliged regarding their passengers actions. Horseback riding: - A maximum of 6 people are allowed on each horseback riding tour. - Children older than 7 may take part in our horseback riding tours, if and only if accompanied by an adult responsible for the child. A child s saddle will be provided. - Children younger than 7 are not allowed on our horseback riding tours. We suggest you consider our options for horseback riding in Wayra ranch. - In no case are two riders allowed on one horse, regardless of their age. - Security helmets are provided upon request. Mountain bike: - Use of a helmet is mandatory for bicycle tours. - Passengers must respect the guide s instructions regarding, among others, speed, transit regulations and adequate use of equipment. - If the guide considers any stretch of the way to be hazardous, passengers must walk pushing the bicycle until they pass the obstacle. Otherwise the passenger will assume responsibility of any danger.

15 15 ATVs: - The minimum age to operate these vehicles is 16 years old. - Guests are not allowed the use of these vehicles without the company or supervision of a guide assigned by Sol y Luna. - No passengers are allowed on these vehicles. - Ignoring or disregarding the guide s instructions gives the guide the right to terminate the services provided.

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