Good hotel, but disappointing handling of an international guest’s situation
The hotel itself is very good, and I have no major complaints about the property. Unfortunately, my experience was affected by how the staff handled my situation as a Canadian citizen and resident of Canada.
Despite explaining that I have lived in Canada for many years and providing my identification, the staff did not seem to understand how to handle my circumstances regarding the applicable VAT exemption for foreign residents. My country of residence was incorrectly recorded on the invoice, and I was charged VAT that I believe should be reviewed under the applicable Colombian regulations.
What made the experience even more disappointing was the lack of a satisfactory response to my subsequent complaint. I expected the hotel to review the situation professionally, clarify the applicable rules, and address my concerns.
Overall, the hotel is good, but the handling of this situation fell short of my expectations. I hope management improves staff training regarding international guests and provides a more effective process for resolving billing concerns.
Response from the property
(Translated by Google) Dear Guest,
Regarding your comments about the taxes applied to your reservation, we would like to clarify the current tax regulations in Colombia and the conditions governing this matter. You mentioned two different regulations in the previous responses, which explains the following:
First, it is important to note that, according to Article 468 of the Colombian Tax Code, the general Value Added Tax (VAT) rate is 19%, applicable to taxable goods and services, including accommodation, unless the legal conditions for an exemption are met.
In this regard, Article 481, section d), of the Tax Code provides for VAT exemptions for certain tourism and hotel services provided to non-residents. This provision is regulated by Article 1.3.1.11.1 of Decree 1625 of 2016 and requires duly proving residency abroad status through the corresponding immigration documents (including immigration stamp in a Colombian passport or passport of the country of residence). Therefore, the application of this benefit is not automatic simply by virtue of having foreign nationality, but is subject to compliance with the requirements established by the regulations.
Regarding the VAT refund for purchases made in Colombia, we would like to clarify that this benefit is established in Article 39 of Law 300 of 1996, as amended by Article 14 of Law 1101 of 2006, and regulated by Decree 1495 of 2021. This provision allows foreign tourists to request a refund from the Colombian National Tax and Customs Directorate (DIAN) for the VAT paid on the purchase of goods subject to VAT within the country, provided they meet the established conditions. These conditions include having an electronic invoice, meeting the minimum purchase amounts, and removing the purchased goods from the country at the end of their visit.
It is important to note that this benefit applies exclusively to the purchase of goods and does not cover VAT refunds for services consumed in Colombia, such as lodging, food, or other tourist services. Therefore, this is a separate procedure from any tax exemption that may apply to hotel services.
Therefore, the VAT charges applied during your stay comply with national tax regulations and the requirements established for the application of the corresponding benefits.
We regret any concern this situation may have caused you and hope that this information clarifies any doubts you may have had regarding this procedure.
We sincerely appreciate you sharing your feedback and reiterate our commitment to providing clear and transparent information to our guests at all times. We look forward to welcoming you back to Habitel Hotels.
We apologize for any inconvenience this may cause and hope you will have the opportunity to stay with us again soon.
(Original)
Estimado Huésped,
En atención a sus comentarios relacionados con el cobro de impuestos aplicado a su reserva, queremos brindarle una aclaración sobre las normativas tributarias vigentes en Colombia y las condiciones que regulan este concepto, es por ello que usted evidencio 2 normativas en las respuestas anteriores, lo cual explica lo siguiente.
En primer lugar, es importante precisar que, de acuerdo con el artículo 468 del Estatuto Tributario colombiano, la tarifa general del Impuesto sobre las Ventas (IVA) es del 19 %, aplicable a los bienes y servicios gravados, entre ellos el servicio de alojamiento, salvo que se cumplan las condiciones legales para acceder a una exención.
En este sentido, el artículo 481, literal d), del Estatuto Tributario contempla la exención del IVA para determinados servicios turísticos y hoteleros prestados a residentes en el exterior. Esta disposición se encuentra reglamentada por el artículo 1.3.1.11.1 del Decreto 1625 de 2016 y exige acreditar debidamente la condición de residente en el exterior mediante los documentos migratorios correspondientes ( incluido sello migratorio en pasaporte colombiano o pasaporte donde reside). Por esta razón, la aplicación de dicho beneficio no es automática por el solo hecho de tener nacionalidad extranjera, sino que está sujeta al cumplimiento de los requisitos establecidos por la normativa.
Por otra parte, respecto a la devolución del IVA por compras realizadas en Colombia, queremos aclarar que este beneficio se encuentra contemplado en el artículo 39 de la Ley 300 de 1996, modificado por el artículo 14 de la Ley 1101 de 2006, y reglamentado mediante el Decreto 1495 de 2021.
Esta disposición permite que los turistas extranjeros soliciten ante la Dirección de Impuestos y Aduanas Nacionales (DIAN) la devolución del IVA pagado por la adquisición de bienes gravados en territorio nacional, siempre que cumplan las condiciones establecidas. Entre ellas, se requiere contar con factura electrónica, cumplir con los montos mínimos exigidos y retirar los bienes adquiridos del país al finalizar su visita.
Es importante señalar que este beneficio aplica exclusivamente para la compra de bienes y no contempla la devolución del IVA pagado por servicios consumidos en Colombia, como el alojamiento, la alimentación u otros servicios turísticos. Por lo tanto, se trata de un procedimiento independiente de la exención tributaria que puede aplicar al servicio hotelero.
En consecuencia, los cobros realizados por concepto de IVA durante su estadía responden a las disposiciones tributarias nacionales y a los requisitos establecidos para la aplicación de los beneficios correspondientes.
Lamentamos cualquier inquietud que esta situación haya podido ocasionarle y esperamos que la presente información permita aclarar sus dudas frente a este procedimiento.
Agradecemos sinceramente que nos haya compartido sus observaciones y reiteramos nuestro compromiso de brindar información clara y transparente a nuestros huéspedes en todo momento, esperando tener nuevamente la oportunidad de recibirle en Habitel Hotels.
Tripadvisor· 5 months ago
Trip.com· 5 months ago
Google· a month ago
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