Frequently Asked Question

1) Which is the difference between 4 and 5-day tour?

Both tour options have the same price. The difference between the 4 and 5-day tour is the last day: in the 4-day tour, the last day it is necessary to walk about 7 hours, while in the 5-day trek this day is split into two, with a walk of 3.5h the 4th day and 3.5h the 5th day.

Itinerary can change depending on the decisions of the guides, who are taking care of the groups.

2) Is it possible to complete the Lost City trek in 3 days? And in 6 days?

Lost City trek for 6 days is a customized tour, whose operation depends on, among others: weather conditions, biosecurity protocols, available spots; because of this, we suggest to contact us to check availability and price.

We are not operating Lost City treks in 3 days, because we care about our customers’ safety.

3) Which is the maximum number of participants per group?

Due to safety reasons, and in order to grant a better service, maximum number of participants per group is about 10 people. If the group is bigger, there will be 2 or more guides.

4) Do I have to carry my own backpack?

The best suggestion we can give is to carry only strictly necessary equipment, since every participant should carry his own things.

As an alternative, it is possible to rent a mule in Machete Pelao, before starting the walk: each mule can carry up to 5-6 backpacks, depending on weight and dimensions.

This service does not depend on Teyuna Tours, and usually the cost is of about $580.000 COP for all the trek, same for the mule with seat.

5) What do I have to bring with me? Do I have to carry water?
  • Tennis shoes or boots, and sandals or resting shoes for the camps
  • T-shirts, quick dry are the best option
  • Shorts or bermudas
  • Sweatshirt and a pair of long trousers
  • Swimsuit
  • Towel – microfiber suggested
  • Socks
  • Insect repellent
  • Personal items and toiletries
  • Flashlight
  • Water bottle of 1 liter or more – purified water will be available in every campsite
  • Personal medications
  • Camera
  • Waterproof, plastic bags or rain cover for the backpack

Optional

  • Playing cards or a book
  • Sleeping bag liners
6) Personal Belongings

Teyuna Tours and the managers of the campsites on the Lost  City trek are not responsible for lost or damaged personal belongings.

Before leaving a campsite or break site, pleace check you did not leave anything behind, in order to avoid unpleasant surprises – like noticing you left your wallet in some spot 5 hours of walk away from where you are.

Remember you can store your main bag for free at our office or in Machete Pelao, the town in which treks start and end.

7) Temperatures and Weather?

Usually it is very hot, climate is drier the first and last day and more humid during the rest of the trek. The highest campsite, called Paraiso Teyuna, is located at 900 m above sea level: because of this, nights may be cooler (16-17 degrees celsius).

Blankets are available in every campsite anyway, so that it is not necessary to bring a sleeping bag.

8) I will be in the middle of nowhere, Do I have to bring a tent? Are there ways to have a shower?

Every night is spent in basic campsites, with an open structure and a roof.
In all the camps there are showers and toilets: they won’t be five-star hotels … but considering the location, it’s like four and a half.

Accommodation is in beds or hammocks, with their mosquito net; in low season there will be no problem in finding beds, while in high season there may not be available beds: however, there are always hammocks. Nothing that may scare adventure lovers.

9) Do I need to be vaccinated? How is the situation like with respect to Covid-19?

Fortunately, there are no problems with yellow fever or malaria and water provided is purified.

The Lost City in this moment is one of the most biosecure destinations in Colombia, since both visitors and service providers can NOT access the region without presenting a proof of vaccination or negative Covid-19 test, and it has to be made a maximum of 72 hours in advance with respect to the start of the tour.

10) What about safety?

Since 2003, the Government began to invest in safety and a camp for the High Mountain Battalion of the Colombian Army was built close to the main terraces of the Lost City.

Situation is peaceful and there has been no problem since then.

11) There is a good level of safety and biosecurity, and I have my own travel insurance, Why do you include a travel insurance?

Most travel insurances do not cover extreme sports, tours, excursions.
And by Murphy’s law, if you don’t have an insurance, something will happen for sure.

12) I want to make a reservation and pay my deposit by Credit Card, How could I do?

Very easy: from the reservation page, it is possible to select the tour, the number of passengers, the starting date; A MercadoPago link will appear, and clicking on it will open another window to continue with the payment.

 

 

 


13) Sorry, I never heard about Mercado Pago before…

Don’t worry, it is completely trustworthy, and it is not necessary to have a Mercado Pago account to be able to make a payment.

Mercado Pago is a solution that is transforming the way of paying throughout the region, simplifying electronic purchases and facilitating access to promotions and financial services without commissions or extra expenses and without risks of any kind.

MercadoPago allows you to pay using:

 

If you want to check it: Mercado Pago

14) When do treks start? Are there specific days?

Due to the health situation, pandemics and random variability of local and national restrictions, there may be changes in the departure times of the tours, or in the hours of operation of our office, national parks and tourist attractions.

Some parks, such as Tayrona Park, have already announced closing dates for 2021 and can be checked here: link

As far as the Lost City – Teyuna is concerned, there are no confirmed closing dates for 2021.

15) How do I pay the balance of my reservation?

Due to the health situation, pandemics and random variability of local and national restrictions, there may be changes in the departure times of the tours, or in the hours of operation of our office, national parks and tourist attractions.

Usually, it is possible to pay the balance of a reservation during office hours, up to the same date the tour begins, in cash or with a debit or credit card (4% commission applies).

Working hours of our office and departure of the tours, however, may change to adapt to restrictions and regulations of local or national authorities; therefore, it is suggested to pay the balance of your reservation one day in advance.

16) When is Teyuna Tours' office open?

Due to the health situation, pandemics and random variability of local and national regulations, there may be changes in the departure times of the tours, or in the hours of operation of our office, national parks and tourist attractions.

Taking this into account, usually working hours of our office are:

Monday to Friday: 8 AM-5PM

Saturday: 8 AM-1PM

Please take into account that you can contact us via WhatsApp, email or contact form 24 hours a day. We will be solving your doubts as soon as possible.

We appreciate your patience and understanding regarding the situation we are experiencing, and its effects on the level of service, working hours and working days.

17) What is Teyuna Tours' cancellation policy?

Clients have the right to claim a total or partial refund of the amount he/she paid according to the following terms and conditions:

  • Teyuna Tours or its provider, has failed to provide the service, as long as the reason is different from force majeure *: you will have a refund of the total amount paid for the service.
  • Cancellation of a standard (non-private) tour, either the Lost City trek or another destination in Santa Marta, more than twelve (12) hours prior to the departure of the tour. You will have a refund of the total amount paid for the service.
  • Cancellation of a private tour, or transfer service, more than forty-eight (48) hours prior to the starting time of the service. You will have a refund of the total amount paid for the service.
  • Cancellation of a standard tour to the Lost City within twelve (12) hours prior to the departure of the tour: there will be a charge of the 10% of the total value of the tour.
  • Cancellation of a standard tour other than the Lost City trek within twelve (12) hours prior to the departure of the tour: there will be a charge of the 50% of the total value of the tour.
  • Cancellation of a private tour, or transfer service, within forty-eight (48) hours prior to the starting time of the service. There will be a charge of the 10% of the total value of the service.
  • Presenting a positive result for the Covid-19 test, after the starting time of a service that requires a negative result, implies a charge of the 20% of the total value of the service.

The customer will not get a refund in the following cases:

  • The client does not show up to start the tour (no show).
  • An accident or calamity occurs and prevents the service to be provided or provided in full.
  • The client resign during the service.
  • Events unrelated to Teyuna Tours occur, such as cancellation or delay of flights, loss of luggage, closure of roads, airports, terminals, borders, among other external reasons that may prevent the client to be provided a certain service.

* It is intended as force majeure: meteorological phenomena, disturbances of public order, unforeseen closures of the destination or roads, among others that prevent the service to be provided, or put safety of our customers at risk.

18) Are there Vegetarian or Vegan options for meals in Lost City treks?

Yes; It is necessary that you confirm your preferences and other requirements during the reservation process.

Likewise, you must indicate if you suffer from any type of allergy or pathology.

19) I see Teyuna Tours' prices for the Lost City treks are exactly the same as other tour operatos' prices, Why?

All agencies need to meet very strict requirements in order to operate the Lost City trek: permits must be obtained from the farming and indigenous communities, and from the Government through the ICANH (Colombian Institute of Anthropology and History). Each entity receives contributions for the development of the respective communities, or entry tickets, as in the case of ICANH, and these values ​​are established on an annual basis.

In addition to this, the different associations that gather different groups of service providers agree with the tour operators fair rates and demand adequate working conditions.

Therefore, the operating expenses of all agencies will be the same or very similar; In order to maintain a healthy and fair competition, and provide a high quality service, minimum rates are established and applied by all companies.

Private or tailor-made services may have different prices; however, never lower than the established price.

20) So, which is the difference between Teyuna Tours and the others?

Imagine sitting in the best restaurant of your city, and discovering that the waiter, the chef and the owner are the same person.

Wouldn’t you feel spoiled?

This is Teyuna Tours, the only tour operator of the Lost City trek created and managed by the same guides.

Who is going to take you to discover Sierra Nievada, is also the owner of the company.

21) Do I have to bring cash with me on the Lost City trek?

We suggest you to bring a certain amount of money, let’s say $ 100,000 COP per person: during the tour, you can find small shops where soft drinks, handicrafts, local products are sold; there are extra services such as mules for carrying backpacks; at the end of the tour, it is possible to leave a tip to the guide, the cook, the interpreter …

Remember that the most valuable tip for us, is that you are happy with the service we provided, and being recommended in Google Business and in Tripadvisor!

22) I get to Santa Marta by plane the day the Lost City trek starts. How can I get to Teyuna Tours office?

We suggest to get to Santa Marta at least one day before the trek starts, in order to avoid issues and delays.

However, if you get to Santa Marta by 8AM the day the trek starts, we offer transportation service from the airport to our office at no extra cost.

23) Where can I borrow a backpack or trekking poles for the Lost City trek?

Teyuna Tours offers as an extra service trekking poles and backpack rental; depending on availability, in our office you will find a 20L backpack and a couple of trekking poles and rent them for just $100.000 COP for the whole duration of the tour.

24) Can I start a tour from Cartagena? How do I get to Palomino or to Tayrona Park after the Lost City trek?

Our tours start from Santa Marta; we suggest to arrive in Santa Marta or its surroundings the day before the start of the tour, in order to avoid delays or inconveniences, especially considering current conditions, variables such as traffic, local and national regulations, other causes of force majeure.

If you are in Palomino, you can reach the La Aguacatera region with a Cootranoriente bus; if you are staying at a hotel / hostel on Troncal del Caribe, between Santa Marta and La Aguacatera, we can organize the pick-up service. Likewise, if at the end of the Lost City trek you want to stay in the close to Tayrona Park, it is enough that you confirm it.

If you want to get to Palomino at the end of the trek, we can leave you at La Aguacatera, where you can take a Cootranoriente bus.