FAQs

SEARCH AND BOOK

How to search for an experience

You can quickly refine your search by entering your travel dates and using the filters to only show hosts that offer what you’re looking for. Check the details of the listings and locate them on the map to see if they fit your type of experience.

To search for an experience:

Indicate the destination, the dates of your experience and the number of guests, and click Search.

If you want, you can use the filters at the top of your search (for example, price range or type of food) to narrow down the results. Click More Filters to see all available filters.

Take a look at the ads that are available or use the map to find experiences in the location you prefer.

Click on an ad to open it. To learn more, read the experience description, check out the full menu, and check out reviews other diners have written about the host.

You can also save your favorite experiences by selecting Save by clicking the heart symbol on any experience page. This way you will have them at hand in your Favorites section if you want to see them again later or share them with your friends.

Use the map: you can quickly see all the listings in the area you are interested in and zoom in on the map or scroll through it to discover other nearby experiences.

How to book an experience

The most important thing is that, before going directly to the search engine, you register in Sazón and complete your profile. (See HOW TO LOG IN)

This way, potential hosts will be able to read information about you when reviewing your booking requests. It is important that you verify your identification document and include as much information as you can.

Find an unforgettable experience: in Sazón there are many unique experiences, the chances are very high that you will find one that has everything you are looking for to enjoy a special and authentic gastronomic experience.

When searching for an experience, include your dates and number of guests to see final prices. Review them paying attention to the following aspects:

The pictures

The menu description

The evaluations

The ubication

The extra services

If you have any questions, remember that you can contact us and we will give you all the information you need.

The process to request a reservation is as follows:

Go to the experience you have chosen and check its availability, selecting the dates you want, the time and the number of guests.

If your selection is available and you have no doubts, click Reserve.

In addition, we will contact you via whatsapp/sms to live this magnificent experience together and accompany you at all times.

RESERVATION TYPES

Each cook has their preferences: some allow you to confirm directly, while others require you to send them a request to approve it personally.

Depending on the gastronomic experience you want to book, you can find two types of reservation:

immediate reservation

All of our hostesses are looking forward to meeting you and creating an experience you will never forget. In this type of reservation, your hostess has the necessary raw material as well as a charming place where you will go perfectly accommodated and ready to receive you at the very moment you request it.

You will be able to identify this type of reservation because when you insert the number of diners, the selected date and the time in Sazón, you will see a button called “Instant Book”.

Once you click on this button, Sazón will take you to a completely private payment platform. We do not need you to log in, we will only ask you for the necessary data to make the payment and to be able to contact you. Your security is very important to us, for this reason you will be redirected out of our website to a secure environment where you can insert your data privately. Once the payment has been made, you will receive a confirmation email with the details of your reservation (selected experience, time, number of guests and location of the experience). Clever! Your reservation is complete! All you have to do is prepare yourself to live a unique experience.

Reservation ON REQUEST OR RESERVATION REQUEST

In Sazón everything is organized by and for you, so it is possible that some of the hostesses need a little more time to attend to your request. Many of our experiences have very elaborate menus that require a very specific raw material that can only be obtained in the best markets. It may also be that your hostess has family and children and needs to organize. Our mission and main desire is that Sazón be something very special for you and that you will never forget, so sometimes we need a little more time so that everything is perfect and ready.

You will be able to identify this type of reservation because when you insert the number of diners, the selected date and the time in Sazón, you will see a button called “Send reservation request”.

Once you have chosen the experience, the date, time and diners, you must press “ Send reservation request ” For this it is ESSENTIAL that you are logged in.

Once the reservation request has been sent, we will contact you as soon as possible, always within 6 hours of your request. If your reservation is accepted, we will send you the link so that you can complete the payment. Otherwise, we will not charge you anything and you can book another experience, if you wish.

after your experience

You can resolve any issue by contacting us at comunicacion@sazontfk.com.

In Sazón we review the messages. We are concerned about the safety of the hosts and the diners. That’s why we pay close attention to how community members communicate.

As we indicate in our Privacy Policy, we could review, examine or analyze the messages you send or receive through the Sazón platform. We do it for different purposes, such as:

Detect possible risks for our users.

Ensure that applicable regulations are complied with.

Enforce our Terms and Conditions of Service.

Provide customer service.

Make studies and analyzes, or conduct research.

Improve or expand our products and services.

Communicating or paying outside of Sazón carries certain risks. Our mission is to protect community members from potential online fraud. Therefore, until you have a confirmed reservation through Sazón, we recommend that you only contact us.

If you contact and book directly through Sazón, you will have access to our secure payment platform, customer service and Protection Insurance.

Exceptionally, Sazón may suspend or deactivate an account, or limit its use, as specified in our Terms and Conditions of Service.

YOUR RESERVATIONS

Reservation Status

To check the status of your reservation, access your messages or go to Reservations and enter the one you are looking for.

The status of your reservation provides you with all kinds of information. Among other things, you can check if your experience is confirmed or if you have any pending tasks, such as verifying your identity, making a pending payment or writing a review.

If the status of the reservation is Confirmed, everything is ready! You will receive an email so you know that everything is in order, as well as an SMS/Whatsapp (In the case of experiences with Immediate Booking, confirmation is automatic.)

If you have chosen an experience that needs approval, your reservation will be pending. The host will have 24 hours to respond. If they reject your request or do not answer, do not worry: you can book another gastronomic experience.

Host response time: Most hosts have 24 hours to accept or decline your request, although the vast majority respond within 6 hours. Although requests are usually accepted in less than an hour from when the hosts access them.

You can check the status of your application whenever you want, although we will inform you of all changes by email. When a host confirms your request, we’ll send you instructions so you can proceed to checkout. If it is rejected or expires, we will not charge you anything and you can book any other gastronomic experience.

If a host declines your reservation request but the listing says the experience is still available for those dates, it’s possible that the host’s calendar is out of date, or they may have chosen to accept a different reservation with a different number of guests.

In some cases, we may temporarily authorize a charge to your payment method when you submit a booking request, but we’ll reverse this and refund you if the host declines or expires. We will only charge when the host accepts the booking request.

Here are some of the reasons why your reservation may be in Pending status:

The host must still respond to your request:

While a reservation is in “Pending” status, you can cancel it at any time on the reservation details page.

Modify a pending experience request: don’t worry, as long as the status of your reservation is still Pending, you can withdraw the request and send a new one. To do this, you can go directly to Reservations and cancel the pending approval request from there.

Changes and modifications in reservations

To change the dates of your experience, the number of diners or any other detail of an already confirmed reservation, you must contact us directly through comunicacion@sazontfk.com and we will help you manage this change request.

The original and new total amount will be shown once the host confirms and we have been able to handle the change. Of course, you will be able to check this information before you confirm the modification.

Keep these important details in mind when you submit a modification request:

No modification can be accepted that has not been previously managed and confirmed through Sazón.

If you bring more diners to an experience without prior notice, they cannot be accepted; as well as the guests who finally do not come, cannot be reimbursed.

Once the modifications have been made, a new request must be submitted, following the process described above, if new changes are to be made.

After making a request to modify a reservation, you can check the status of the reservation in the details of your Reservations.

Cancellations

If your plans have changed and now you have to cancel a reservation, don’t worry, you just have to access your Reservations to cancel it or make the changes you need. It will depend on the date you are at that moment (more or less close to the reservation of the experience, so that we can reimburse you the total or partial cost of the experience.

To make the cancellation request, contact us at comunicacion@sazontfk.com and we will help you solve the problem.

If a host cancels the reservation without prior notice, either due to weather or security reasons, or because they did not receive the identification of the main diner in the necessary time, do not worry, we will automatically refund the full amount of your experience. You can check the status of your reservation and its refund in its details, in the Reservations section.

Please note that refund times may vary depending on the payment method you used to book the experience.

If you want to book again, you can start looking for another similar dining experience, or one that fits your needs. And remember that, as always, you can contact us through comunicacion@sazontfk.com.

Problem solving

If you want to consult the instructions for arrival, you will have them available in the confirmation email that we will send you when making your reservation effective and in your personal area in “Reservations”. You can also contact us through comunicacion@sazontfk.com .

If you forgot something at the host’s house where you enjoyed a gastronomic experience, contact us at comunicacion@sazontfk.com.

Remember that if any unforeseen event arises prior to the start of your gastronomic experience, such as that you have finished your free tour of the historic center of the city later than expected, or you have entertained yourself strolling on the way to the experience, always You must contact Sazón to be able to notify your hostess of your delay, or to communicate any information that you think may be of interest to her, so that she can offer you the best experience at her fingertips (and the food at its point).

In any case, also remember that in the event of any unforeseen event, you can always contact us through info@sazontfk.com, and we will help you with everything within our reach so that your experience is unique and unforgettable.

PAYMENTS, PRICES AND REFUNDS

pay a reservation

Some people might suggest that you talk through the WhatsApp message system, Facebook, by SMS or through some other channel outside of Sazón. However, we remind you that, if you accept, you will lose the protection of our cancellation and refund policies, that of our protection insurance, the Terms of Service, the Payment Terms of Service and the rest of the guarantees and security measures that we put at your disposal so that the service is always safe and comfortable.

In addition, it will be much more difficult for us to protect your personal data, and you will be exposed to scams and other security problems, such as phishing (that is, the impersonation of a third party for fraudulent purposes).

Always pay the host through Sazón. If you have paid by money order or bank transfer, or any other method outside our platform, you should be aware that the reservation could be a scam. For help, contact us as soon as possible, through comunicacion@sazontfk.com. Remember that you can always check if your reservation has been processed through Sazón.

We take care of you and the entire Sazón community: we review messages on the Sazón platform to ensure your safety as much as possible. To that end, we block potentially dangerous messages that contain words or numbers that could be contact details or references to other websites, including external links.

You can help us too. If you receive a suspicious message, you can inform us to report it immediately, by contacting us at comunicacion@sazontfk.com.

When the payment of your reservation is made.

If you have just made a reservation, we will charge you the amount corresponding to the payment method selected at the time of booking confirmation.

Regardless of how far in advance you book, the host will not receive payment until 24 hours after the experience. In this way, both of you will have a reasonable and necessary margin of time to verify that everything is in order and the experience has been satisfactory.

When you book, we show you the amount you must pay, with its corresponding breakdown.

If a host tries to charge you for something that wasn’t detailed in the listing, price breakdown, or message thread, you can refuse to pay. Always contact us through comunicacion@sazontfk.com and we will help you solve it. Remember that you must carry out all payment operations through Sazón. If you choose to pay in cash or in another way, we will not be able to help you in the event of a problem.

If the host rejects the reservation request or the reservation expires, we will not charge you anything.

Payments out of Season

Sazón always charges the full amount of the reservation. Therefore, if you have paid part of the amount outside our platform, it could be a fraud.

If you think you could have been the victim of a scam, contact us as soon as possible through comunicacion@sazontfk.com. You can be suspicious if someone asks you to make a bank transfer or deposit, or sends you a PDF invoice or gives you a paper invoice. Also, pay special attention if that person uses terms like Western Union, bank check, money order, etc.

To protect yourself from the usual scams, always book through the Sazón platform, do not share your email address with other users and carefully examine the emails that appear to be from Sazón. Types of scams:

Advance payment scam: someone offers you a financial or other reward if you make the payment through a service outside of Sazón.

Phishing Scam – Someone sends you an email or a link that appears to be from Sazón or another trusted site. These messages are intended to trick you into providing sensitive information and may contain malicious software (malware) designed to access your passwords and contact data.

Fake offer scam: someone offers you to pay an amount through a bank transfer to get a great offer that, later, does not exist.

Remember that any reservation made outside of Sazón violates our Terms of Service. If we detect that a reservation has been made through a third party service, we could cancel it and deactivate the accounts of both the person responsible for the reservation and the diner.

Payment methods

The payment options available in Sazón are the following:

Visa, MasterCard, and debit cards that can be processed like credit cards.

It is not possible to modify the payment method of a confirmed and paid reservation. If you’ve submitted a request to book an experience and the host hasn’t responded yet (i.e. the reservation isn’t confirmed), you can cancel the request and submit another with a different payment method.

It is not possible to use several different payment methods to pay for the same reservation: you cannot divide the total cost of the experience you book on the platform among several payment methods. Therefore, you cannot pay with two different credit cards.

Payment problems

Transactions can fail for a variety of reasons, such as:

The credit or debit card has expired.

You have exceeded the daily spending limit or the maximum amount you can withdraw from an ATM established by your bank or credit card issuer.

The details you have entered do not match those associated with your credit or debit card.

As a measure to prevent possible fraud.

Your credit or debit card does not have enough funds to make the payment.

For more information, it is best to contact your bank or card issuer.

Credit cards can be declined for a variety of reasons, and Sazón does not usually receive information about the specific causes.

Check that you have entered your card number and billing address correctly, that you have sufficient funds, and that the card has not expired.

If you have problems making the payment, we recommend that you contact your bank or the entity that issued the credit card for more information. Let them know the amount of the charge and the date and time you tried to charge it so they can authorize the transaction.

If your bank or issuer can’t help you, you can also try using a different payment method.

refunds

In most cases, the amount of your refund depends on the cancellation policy of your reservation and when you cancel.

If you cannot find the answer you are looking for, contact us at comunicacion@sazontfk.com.

If you qualify for a refund, you will automatically receive it within 24 hours.

Although we will send you the corresponding amount as soon as you cancel, your bank or credit card issuer could take a little longer to send it to you. It will depend on the payment method you used and where you live.

If you’ve had a problem during your experience, we’ll help you resolve it, request a refund, or whatever you might need to claim. It is very important that you send us your claim within 24 hours of the experience taking place. Contact us at comunicacion@sazontfk.com, and we will respond as soon as possible to give you all the necessary information.

Refund in case of cancellation: if an unforeseen event has arisen and you need to cancel your experience at the last minute, contact us at comunicacion@sazontfk.com

Prices and rates

All unforgettable experiences start with a single reservation request. Are you wondering how prices work at Sazón? We tell you.

The total amount of a reservation is the sum of the price per experience set by the host and other possible commissions or costs established by the host or Sazón, depending on each case, such as:

Sazón service commission: this is an amount that we set and that diners must pay. This commission allows us to offer a 24-hour customer service and helps to ensure the operation of the platform.

If you have any further questions about the breakdown of the price of your experience, contact us at comunicacion@sazontfk.com and we will be happy to help you answer your questions.

The amount of the experience will be charged when the host accepts your request and you proceed to the payment, or instantly if you use Instant Book.

The prices of the experiences may vary from one time of the year to another. In order to know the most exact prices for your experience, we recommend that you indicate the dates when you make your search. Some hosts may have custom pricing that overrides the default or minimum rate on specific dates or time periods (for example, holidays or weekends).

As a general rule, hosts cannot charge any additional fees or commissions outside of our platform, unless expressly authorized by Sazón.

YOUR ACCOUNT

How to create an account

Creating an account at Sazón is free, quick and easy. You just have to access www.sazonthefolkcook.com and click on Register.

When you sign up, you’ll need to give us a little more information in order to book an experience, so make sure you complete your account setup.

If you want to enjoy the best experience when accessing the Sazón website, we recommend that you use the latest version of Google Chrome, Mozilla Firefox, Microsoft Edge or Opera.

Browser developers regularly make improvements to make your internet browsing experience faster and more secure. Also, newer browsers have a greater variety of layouts and features than older ones.

Many Sazón options will not work if you use an old or unsupported browser. In that case, we will not be able to offer you technical assistance.

How to manage the account

If you’ve forgotten your password or are having trouble logging in, don’t worry, you can always reset your password. Do it like this:

Go to the page to reset the password,

Write the email you use in Sazón.

Click Submit Password Reset Link.

We will send you the corresponding link by email.

If you have requested the link more than once, check that you have provided the correct email address. You may also need to disable your email service’s (for example, Outlook’s) link preview or email scanning feature, which may cause the link to expire before you open it.

You can also change your password:

Go to your Account, and look at your security data.

Next to Password, click to update it.

Type your current password.

Type and confirm your new password.

Click Update.

You can edit your account settings and some of your public profile information in the Account section. You just have to access your account, and you will find all your data, some of the most important are:

Personal information: provide personal and contact information.

Delete your account

Although we don’t want you to leave Sazón, you can always delete your account.

If you permanently delete your account:

For security purposes, we will verify your identity before accepting the deletion request.

Once we process your request, we will delete your personal data permanently, except for the information that the applicable legislation requires or authorizes us to keep, as established in our Privacy Policy.

Once the account is deleted you will not be able to reactivate it, recover data or have access to it. If you want to use Sazón again, you will have to create a new account.

Sazón may limit, suspend or deactivate your account, as specified in our Terms of Service.

We may deactivate your account during a Sazón account review. Account reviews are one of the measures we take at Sazón to ensure compliance with our Community Guidelines and Terms of Service, as well as to build mutual trust. We may also deactivate or suspend your account if another user reports a problem to our customer support team.

At Sazón we take safety very seriously, so when we are made aware of a violation of our Community Guidelines, we investigate what happened and take appropriate action.

While our goal is to provide users with information about the actions we take on your account, we may take the following actions, with or without direct notification:

Your account may be deactivated or suspended.

You may not be able to access the platform, your account or your content, or receive help from Sazón’s community support service.

If we deactivate or suspend your account, pending or accepted reservations that you have as a diner may be canceled and you may not be entitled to receive any compensation for reservations that have been canceled due to the suspension of your account. Additionally, we would inform the affected host that the reservation has been cancelled.

If you have any questions, remember that you can contact us at comunicacion@sazontfk.com and we will help you resolve it as soon as possible.

Identification and verification

At Sazón, we constantly strive to make our community as safe as possible for everyone. Keep in mind that by providing us with your identification data, you contribute to building trust in the platform. Therefore, before you book a dining experience, or become a host, we may ask you to verify your identity through an official identification document, or to confirm your civil name and add your address.

If you need more information, read our Privacy Policy.

Hosts can make it a prerequisite that diners provide an official identification document in order to book their dining experience. Other times we ask for it from Sazón to verify that a person is who they say they are. Regardless of the reason we ask for it, we will never share your identification document with any other user of Sazón.

When we ask you to confirm your identity, you will have to add your name and address, or provide us with a photo of an official identification document, such as a driver’s license, passport, ID or visa. If you need to pause and finish confirming your identity later, no problem: you can pick up where you left off.

We may sometimes ask you for a new photo of yourself. In that case, it must be different from the one in your profile, although it is also possible that we request the latter.

Please note that completing this process does not mean that we endorse any host or guest, nor does it guarantee that their identity is real or that interacting with that person is safe. We recommend that you always follow your instincts and common sense, and that you consult our safety tips for guests and hosts.

In some cases, you may not need to add an official identification document. We could verify that you really are who you say you are when you add your civil name and your official address, which must be the one where you receive correspondence from the bank or utility bills. We will check this information against secure third-party databases.

What data we provide to the host

We will never share your identification document with any other user of Sazón. We will not provide hosts with your ID photo, the photo you take during the verification process, or your address.

However, we do share the following data:

The name that appears on your identification document (not including surnames).

The photo and the name that you have put in your profile.

We store the photo of your identification document in accordance with what is established in our Privacy Policy, which describes the measures we take to protect your data.

At times, we may use information from identification documents to conduct criminal background checks.

If you have any questions, remember that you can contact us at comunicacion@sazontfk.com and we will help you resolve it as soon as possible.

account security

How to know if an email or a website really belongs to Sazón.

Sometimes, there are those who dedicate themselves to creating fake web pages or emails whose design imitates that of Sazón. Their goal is to try to steal personal information by these means, such as passwords or bank details. This practice is known as “phishing” or impersonation.

If you receive an email or are redirected to a website that looks like Sazón’s asking for sensitive information, be very careful. When something seems suspicious to you, return to the Sazón home page. Type https://www.sazonthefolkcook.com into your browser and go from there.

Fraudulent emails often include the Sazón logo and a fake email address in the “From:” section.

They may also contain text from actual emails from Sazón, such as a booking confirmation message, a payment confirmation, a booking reminder, or a request to update your profile. By making the email look realistic, scammers try to trick you into giving them personal information that we would never ask for. To help you tell them apart, here are some tips:

Check if the links are legitimate

Fraudulent emails may contain links to fake web pages that mimic Sazón’s design in an attempt to obtain personal information about you. Don’t click on links in emails you don’t trust.

Real Sazón links start with https://www. sazonthefolkcook.com or by the address corresponding to a country, such as https://es. sazonthefolkcook.com, https://it. sazonthefolkcook.com, https://www.sazonthefolkcook.com.at or https://www.sazonthefolkcook.co.uk. If you click on a link that takes you to a page that looks like Sazón’s, but doesn’t start in any of these ways, it’s a scam page. It is best that you close it immediately.

Check if the domains are the official ones of Sazón

Fraudulent emails often come from addresses with domains similar to ours, such as @sazon.com or @reservation-Sazón.com.

Check the website address

Pay special attention to Sazón’s name: if it is misspelled in the website address, it is a fake page.

Look for the padlock icon in your browser

You can tell if a website is secure by looking for the padlock icon in your browser’s address bar. All Sazón pages have this icon. If you don’t see it, the connection to the website is not secure and you should not enter any personal data.

Don’t trust threatening messages

Scam emails and websites often ask you to do something urgently and threaten to suspend your account, cancel a reservation, or delay charges if you don’t click a link or provide certain information right away.

If it’s a really big deal, you’ll usually find more information in your Sazón dashboard. If you have doubts about the authenticity of an email, log in to your account and check if the information matches.

Report fake websites to Sazón

If you think you have found a website designed to look like Sazón’s, you can inform us of the fraudulent URL through our email: comunicacion@sazontfk.com. This page is for reporting suspicious websites, as it does not create a request for the Sazón Help team or send you a confirmation. If you’ve interacted with a fraudulent site or are concerned about the security of your account, please contact us.

Evaluations

Once an experience ends, diners can write a public review.

Diners will be able to leave evaluations, even if they arrive late, leave before the end of the activity or have not attended because they have not located the meeting point.

Our community is built on honesty and transparency.

The best reviews are the ones that help. Think about what you would like to know before you book your dining experience or welcome someone into your space. Highlight things like:

Any detail that made the experience unique and unforgettable, for example, the taste of the dishes, the cleanliness, the personal touches, the comfort, an incredible dessert, etc.

Practical information: Did the host provide you with useful information and was they available? Did you really like the menu? Did the published ad faithfully reflect reality? Did the host, or his collaborators, behave in a pleasant and respectful way with you?

If you have any questions regarding Sazón’s evaluations, remember that you can contact us at comunicacion@sazontfk.com.

SAFETY AND ACCESSIBILITY

security aspects

If you need to report a user’s message or block the person to prevent them from continuing to communicate with you, contact us at comunicacion@sazontfk.com and we will attend to you as soon as possible to solve the problem.

Sazón fosters trust between hosts and guests. To guarantee the safety of all the people who are part of our community, we have a team of professionals with extensive knowledge and experience who are in charge of detecting any type of suspicious activity on our platform.

Sazón has several features that help build trust and transparency, such as our secure messaging system, reviews, and more.

If you want to help keep our community safe, we encourage you to report any inappropriate or suspicious activity you notice. You just have to contact us through comunicacion@sazontfk.com and we will assist you as soon as possible.

We strive to give hosts and diners the tools they need to make informed decisions about the people they interact with, both through the website and in person.

We protect community members by verifying user information, as well as offering some safety tips for both hosts and guests.

If you feel in danger during an experience, in an emergency or if your personal safety is threatened, we recommend that you immediately contact the local police or emergency services. Also, you can always contact us through comunicacion@sazontfk.com and we will assist you as soon as possible to help you.

Safety is one of our top priorities. To avoid surprises and ensure transparency, we ask hosts to host responsibly and carefully fill out the security sections of their listings. That way, diners will know what to expect from their experience.

Your safety is our absolute priority. If you are injured or need medical attention during an experience, get to a safe place and call your local emergency services immediately. Once you are safe, and your most immediate medical needs have been taken care of, report the incident to us. Get in touch with us through comunicacion@sazontfk.com and we will assist you as soon as possible.

General safety tips

Sazón has established guidelines to help community members take steps to keep everyone safe and healthy. However, these measures cannot completely eliminate the risks. Especially if you fall into a high-risk category (eg, people over 65 or with pre-existing medical conditions such as diabetes or heart disease), we recommend that you seek professional advice and take extra precautions if you decide to book a dining experience at seasoning

Security practices against COVID-19 (mandatory). The COVID-19 pandemic has made it clear how important it is to keep health and safety in mind. For this reason, we have created the following guidelines based on the recommendations of expert entities. In addition to following these recommendations, it is important that you consult and respect all the public health indications of the area you are going to, both when you book and before participating in any experience at Sazón.

We have taken these steps to help members of the community keep everyone safe and healthy. However, these actions cannot completely eliminate the risks. If you fall into a risk category (eg, if you are elderly or have medical conditions such as asthma, diabetes, or heart disease), we recommend that you take extra precautions when deciding to participate in an experience.

Thus, when required by local laws or guidelines, all hosts and guests must agree to:

Wear a mask or facial protection and respect physical distancing measures at all times when they interact with each other and are not drinking or eating food, and as long as they are not cohabiting people.

To care for the health and safety of our community, we have established that diners do not participate in an experience if any of the following situations occur:

Have tested positive for COVID-19 in the last 30 days or currently have the disease.

They suspect that they have contracted the disease or have been at risk of infection, and are awaiting the results of the COVID-19 test.

They have symptoms or think they may have contracted COVID-19.

During the past 14 days they have had close and prolonged contact with someone who has coronavirus or who they think might have contracted the disease.

In order for you to enjoy a unique and unforgettable experience, we recommend that you keep these safety tips in mind when interacting with hosts and guests:

Meet people in advance. There are many ways to learn about your host or diner before your experience begins, from the confirmation phase: read other users’ reviews, check that their identity and other account details have been verified, send a message via from Sazón’s inbox, please read and pay attention to the House Rules of the listing, and note that you may require a profile picture.

Protect your finances. Make all payments only with Sazón’s secure payment platform, keep your financial information private and secure.

Be careful what you share. Try not to give personal information, such as your email address, your phone number, your home address, your work address, etc. The best thing is that you use the Sazón inbox to communicate with other people and set your notifications to notify you of new messages, reminders and much more.

Stay connected. We recommend that you tell your family and friends about your experience or your plans, and find out how to contact local emergency services during your experience.

Do your own research. You can always search the web and check official public databases, like state background checks, for the names of people you’re interacting with outside of the platform.

Report violations of the Terms of Service. Feel free to let us know if a user violates our Terms of Service. Some examples are:

Users who ask you to send them money outside of the Sazón payment platform.

Users who send you hostile or offensive messages.

Users behaving inappropriately.

Fraudulent registration, user profiles or advertisements.

Users who could otherwise create a security risk.

Report on food safety issues. All Sazón experiences must follow our food safety guidelines. If any does not comply, it could be removed from Sazón. If you consider that our guidelines have not been followed during an experience, contact us directly through comunicacion@sazontfk.com and we will assist you as soon as possible.

food allergies

Our gastronomic experiences are an excellent way to get to know the culture of your destination. Although food allergies should not prevent you or your travel companions from participating in our gastronomic experiences, since all the menus are accompanied by the complete list of ingredients on their cards, there are important things that you must take into account to ensure that you can safely enjoy one of them:

Always inform the hosts in advance if you have a food allergy in case it is possible to adapt the menu based on said allergy.

Make it clear to the host that you or your fellow experiencers have an allergy. Don’t just check the list of ingredients, or ask the host if certain ingredients are used, or assume that menus online list all ingredients exactly. It is very important for the host to be aware of allergies as they can affect other phases of the experience, such as food preparation and serving.

Message your host to discuss specific ingredients and the potential risk of cross-contamination during food storage, preparation, cooking, and serving.

When you arrive for the experience, remind the host of your food allergy and make sure those involved in preparing and serving your food understand the specifics of your allergy and know how to avoid cross-contamination.

Don’t let your guard down. Even if you and your fellow experiencers have planned an experience to the fullest and have a high sense of security, an accident can happen. Always carry with you the additional medication that you have prescribed. Consider wearing medical identification (eg, in the form of a bracelet or pendant).

If you or your fellow experiencers have been prescribed auto-injectable epinephrine or any other possible preferred treatment for anaphylaxis, and these are not available to you during the experience, you should not eat.

Be aware of the volume of alcohol consumed, as it can affect judgment in choosing the right foods, and don’t rule out urgent care if an allergic reaction occurs.

It is important that you understand that you must take into account your fellow experiencers and assume some responsibility with respect to them. Therefore, if someone in your group doubts that the food is safe for their health, do not eat it.

Always remember that if you have any questions or problems, you can contact us to inform us directly through comunicacion@sazontfk.com and we will assist you as soon as possible.

HOST FREQUENTLY ASKED QUESTIONS

INFORMATION FOR HOST

Create an experience in Sazón

The first thing you have to do is inform yourself about the standards and requirements of the experiences in Sazón.

Here’s the list of basic information you’ll need to provide when you create your experience listing:

The title of the experience (normally it will be shaped by your star dish, whether it is the main or the starter, and perhaps some information about your home that makes the experience unforgettable).

The description of the complete menu that you will offer, without forgetting any ingredient.

The location of your house, the part of it where the experience will take place, and the details that make it special.

The drinks that you will offer next to the menu.

The maximum number of people per experience (depending on how many can sit comfortably at the table you have chosen).

The dates and times in which you will offer the experience.

The price you want to receive per person.

Your availability so that we can call you and get to know you a little better, as well as make an appointment with you to be able to send our photographer to take the photographs for your profile (of the menu, the space and of you).

Before submitting the experience, please note the following:

What will diners find in your dining experience? Describe the detail of the experience you will offer.

What insights make this experience something you can’t miss? What has been your trajectory? Use the about you section to indicate what knowledge and skills you have that make you the ideal person to offer this gastronomic experience.

Have you checked that all the information is correct? Check from the number of participants to the list of all the ingredients to check that you have not made a mistake when filling in any field.

If you have any questions, remember that you can always contact us through comunicacion@sazontfk.com, and we will help you with everything you need.

Standards and requirements for experiences in Sazón

In addition to behaving in accordance with our Community Guidelines, which apply to all Sazón members, hosts of dining experiences must adhere to the following requirements and quality standards. Before posting an experience, we review it using the criteria below. Additionally, in order for us to continue to allow them to be offered on the platform, experiences must adhere to these standards at all times.

In their experiences, hosts must offer knowledge, total immersion and hospitality. Requirements for hosts:

Participants should always know who is going to offer the experience:

If your partner or a family member helps you offer or manage your experience, you must mention it in the request, and register them later as a co-host or assistant. We will also need all your data and identification.

Hosts cannot leave guests alone or entrust them to someone outside:

It will be the hosts and co-hosts who offer the complete experience, and they will have to attend to the guests at all times, without leaving the house.

Only those who book on our platform can participate in the Sazón experiences:

When a host announces a Sazón experience for a certain date and time, only those who book through our platform will be able to participate in that session. Hosts are not allowed to bring together in the same experience people who book through Sazón and other platforms, or any origin other than a reservation on the Sazón platform.

Likewise, they must maintain an ongoing commitment to Sazón’s guests:

Hosts must honor all confirmed reservations:

They can only be canceled due to a valid cause of force majeure, security problems or dangerous weather conditions.

Evaluations, ratings and participation of diners:

Experiences must maintain a high overall rating and a good level of overall engagement from community members. Wherever they book, diners want to be sure that the experiences will always be of quality. Please note that we may suspend or remove listings from Sazón for hosts who repeatedly receive low ratings or those who have low bookings and views.

Hosts must meet these requirements and abide by the Terms of Service. If an experience does not meet the above criteria, we may remove it from Sazón.

These are the assumptions that we do not allow under any circumstances in Sazón experiences:

Accommodations: gastronomic experiences are not allowed to include any type of accommodation or overnight stay.

Intellectual property infringements: We do not allow the use of copyrighted works, such as music, videos, photos, or literature, unless they are in the public domain, hosted, or licensed by the author. In addition, we prohibit the unauthorized use of other types of intellectual property, such as trademarks (eg, trade names) or individual names (eg, personalities) that imply that an entity or individual endorses the experience or collaborate with the host.

Non-compliance with local laws or restrictions: Hosts are responsible for understanding and complying with all laws, rules, regulations, and other requirements applicable to their experience.

Inappropriate or discriminatory content: Experiences must meet all requirements outlined in our service policies.

Payments outside the Sazón system: Experience hosts cannot ask diners for money over the internet or in person, since doing so would violate the payment policy outside the Sazón platform.

Verification of experiences

The first step so that you can offer your gastronomic experience to diners is that you provide us with your identification document. We need to verify that you are who you say you are, as it helps us ensure safety within Sazón.

In addition to asking you to upload an image of your identification document, we may ask you to take a photo of yourself. In that case, we will check that the image on your identification document corresponds to the same person that appears in the photo you take.

How Ratings and Reviews Affect Experiences

As a host, you know that your success depends on your guests and whether they liked the dining experience you painstakingly prepared. If they keep talking about how much they enjoyed it, everything went perfectly.

Our community is so strong because of your commitment to our quality standards. Every 5-star review shows us that you meet, or even exceed, your participants’ expectations.

Participants write reviews and leave star ratings for dining experiences. This allows them to give feedback on, for example, the quality or taste of the menu, the presentation, or even how smooth communication was with the host during the experience or booking process. Sazón compares these evaluations with other indicators of the popularity of your experience, such as your activity on Sazón or the way in which diners interact with your ad.

How to improve your experience.

If you receive a low star rating, we will contact you to provide clear criteria and resources to help you improve. We may also give you advice based on guest feedback and input from other hosts of successful experiences on the platform.

You can check the reviews you’ve received and your performance in your host panel.

When are experiences deleted?

When a host consistently has low ratings (below 3 stars), or when their listing doesn’t receive enough views or bookings, they may be suspended or removed from Sazón.

Sazón service fees for experiences

To make sure we can continue to offer benefits like customer service, we charge hosts a 17% service fee. This is based on the price of the experience and is automatically subtracted from your payout.

Indications and requirements

We review all dining experiences submitted by hosts to ensure that they meet the standards and requirements for experiences at Sazón, as well as the following quality standards:

The main activity consists of food preparation (for example, baking or cooking).

The host shares an authentic local culinary tradition (for example, a recipe or cuisine with which they have a personal, family or cultural connection).

The participants of the experience will enjoy it exclusively.

If the experience meets the established conditions, we can always offer it on the Sazón platform.

If you want to offer a gastronomic experience with us and become a host of Sazón, send us your form from the Home access, we will review it as soon as possible taking into account the quality standards and we will contact you to advance in the registration process.

Food Safety Guidelines for Sazón Experiences

In the case of Sazón dining experiences, it is the responsibility of all hosts to be aware of local laws that may affect their experiences. Even so, we recommend that our hosts always respect these five food safety guidelines:

1. Keep everything clean

Although most microorganisms do not cause disease, dangerous microorganisms are widely found in soil, water, animals, and people. These can be carried by hand, cleaning cloths, utensils, and especially cutting boards. So:

Wash your hands before handling food and often during preparation.

Wash your hands after going to the bathroom.

Wash and sanitize all surfaces and equipment used for food preparation.

Protect kitchen areas and food from insects, pests and other animals.

Separate raw and cooked foods

Raw foods, especially meat, poultry, and seafood, can also contain dangerous microorganisms that can be transferred to other foods during food preparation and storage. Keep in mind:

Separate raw meat, poultry, and seafood from other foods.

Uses separate equipment and utensils, such as knives and cutting boards, to handle raw food.

Store raw and prepared foods in separate, labeled containers to avoid contact with each other.

cook food well

Cooking food to a temperature of 70 degrees Celsius can kill almost all dangerous microorganisms and ensure that it is safe to eat.

Cooks food thoroughly, especially meat, poultry, eggs, and seafood.

Bring foods like soups and stews to a boil to make sure they have reached 70 degrees Celsius.

Reheats cooked food well.

Foods that require special attention include ground meats, rolled roasts, large cuts of meat, and poultry.

Keep food at safe temperatures

Microorganisms can multiply very quickly if food is stored at room temperature. If you maintain a temperature below 5 degrees Celsius or above 60 degrees Celsius, the growth of microorganisms slows down or stops. Some practical tips:

Do not leave cooked food at room temperature for more than two hours.

Refrigerate all cooked and perishable foods promptly (preferably below 5 degrees Celsius).

Keep cooked food above 60 degrees Celsius before serving.

Don’t keep food too long, not even in the fridge.

Do not thaw frozen foods at room temperature.

Keep in mind that some dangerous microorganisms continue to grow below 5 degrees Celsius.

Uses drinking water and quality raw ingredients

Raw ingredients, as well as water and ice, can become contaminated with microorganisms and dangerous chemicals. Also, toxic chemicals can form in spoiled and moldy foods. Careful selection of ingredients and washing and hulling of food can reduce risk.

Use potable water or treat it to make it safe.

Select fresh foods.

Choose processed foods for safety, such as pasteurized milk.

Wash fruits and vegetables, especially if they are eaten raw.

Do not use food beyond its expiration date.

MANAGE YOUR EXPERIENCE

Reservations and calendar

Hosting an experience at Sazón is a great way to share your cooking skills and meet new people. Once Sazón has approved your experience and you have published it on Sazón, diners can book available dates. Diners will book on your experience page, where they’ll have to review your requirements before they can book.

Once you have already booked, we will send you an email with the reservation details. Diners will receive a confirmation with the reservation details.

Modify your availability as a host .

If there is a session of your gastronomic experience that no one has booked yet, you can change the date and time, or directly delete it from your calendar. For any of these aspects you must contact us through comunicacion@sazontfk.com

If you have to cancel a session that a diner has already booked, contact us at comunicacion@sazontfk.com .

Prices

You are the host, so you decide how much your dining experience costs. You can even customize the price for specific dates and sessions, as long as you don’t already have reservations for those sections.

Set a default price per attendee: Yes, the price will be updated for all experiences that you offer going forward and for those that have not been booked yet (except when you have set a custom price).

Customize the prices: if you have a free date of your experience without reserving, you always have the option to establish a personalized price. As soon as a diner reserves it, you will no longer be able to change the price.

Remember that you always have the last word when it comes to setting a price, but perhaps these tips will help you find the most appropriate price so that your experience is a complete success:

Think about who your target audience is, and how much money this person might be willing to spend on your experience.

Increase your prices little by little, to attract more diners.

Experiment with supply and demand.

Calculate how much it costs you to prepare the gastronomic experience.

Sell yourself well, and get lots of positive reviews.

Poll the participants; do an initial test experience with friends and family, and ask them for their opinion on the initial price you have chosen.

Take a global view.

Unless the host and Sazón agree otherwise, we apply a 17% service fee to experiences to cover expenses related to the products, services and support we offer, including liability insurance for most experiences. experiences.

The amount of the service commission is calculated from the price that the hosts establish for their experience. Diners looking for experiences will see the total amount they will have to pay to reserve.

Service fees are paid as follows: Sazón automatically deducts service fees from host charges once a reservation is completed. We send the corresponding amounts 24 hours after the experience. The hosts will receive the money that corresponds to them with the service commissions already deducted; they do not need to be repaid to Sazón. This transfer may take a few days to reflect in your account, depending on your bank and whether it is made on a weekend or a holiday.

If a participant of an experience requests a refund for a reservation to which a commission was applied, contact us so that we can help you refund the correct amount through comunicacion@sazontfk.com.

YOUR RESERVATIONS

Changes and cancellations

We understand that sometimes the unforeseen can happen. Still, cancellations can greatly disrupt diners’ plans, so they should be avoided whenever possible.

If you have to cancel a session of your dining experience and the reason is not due to weather conditions, an emergency or security issues, you may be charged a cancellation fee.

If your experience takes place outdoors, you can cancel it if weather conditions make the environment unsafe or uncomfortable for diners. In that case, we will not charge you any commission as a penalty. However, we may contact you to request documentation showing that you have been forced to cancel due to bad weather.

We know that sometimes situations arise that require immediate attention. Therefore, we do not apply penalties when a reservation is canceled for a reason that is considered force majeure or for other security reasons that we consider valid. These could also be required for demonstration by Sazón.

Cancellation Penalties .

Please note that if you cancel a session of your experience that already has seats reserved, you may be subject to penalties.

Canceling reservations frequently violates our Terms of Service and may result in the experience being removed from Sazón.

Cancel an experience

To cancel a session of your experience, contact us through comunicacion@sazontfk.com.

If a diner cancels the reservation of the experience, it will depend on the date of the cancellation with respect to the celebration of the experience, so that we can reimburse you the total or partial cost of the experience.

If a diner who is going to attend your experience wants to add additional participants to their reservation, they must contact Sazón to pass on this request.

As a host, you decide if more people can attend your experience or if the space for the experience is already full. If guests show up with people you weren’t expecting, you have the right to tell them they can’t stay. Sazón does not provide its customer service or insurance coverage to people who do not have an official reservation made through the platform. Additionally, any disclaimers agreed to by attendees with confirmed reservations will also not apply in those cases.

refunds

If a diner cancels within the established period, they will receive an automatic refund within 24 hours; you do not have to do anything.

Always remember that if you have any questions, you can contact us to inform us directly through comunicacion@sazontfk.com and we will attend to you as soon as possible.

Messages and communication with the diner

Diners can book an experience on available dates as soon as you post it on Sazon. We’ll send you a confirmation email or notification letting you know who’s going and how many participants will attend each experience, with a link for you to send them a message through our platform.

Hospitality begins with a good welcome. In fact, the first message you send to your guests is the one that sets the tone for all your conversations

If you receive a message that makes you uncomfortable or someone asks you to make a payment outside the Sazón platform, contact us at comunicacion@sazontfk.com to inform us, and we will assist you as soon as possible.

In Sazón we review the messages. We are concerned about the safety of the hosts and the diners. That’s why we pay close attention to how community members communicate.

As we indicate in our Privacy Policy, we could review, examine or analyze the messages you send or receive through the Sazón platform. We do it for different purposes, such as:

Detect possible risks for our users.

Ensure that applicable regulations are complied with.

Enforce our Terms and Conditions of Service.

Provide customer service.

Make studies and analyzes, or conduct research.

Improve or expand our products and services.

Communicating or paying outside of Sazón carries certain risks. One of the main reasons we scan messages is to protect community members from potential online fraud. Therefore, until you have a confirmed reservation through Sazón, we recommend that you only communicate through the platform’s message thread.

If you contact and book directly through Sazón, you will have access to our secure payment platform, customer service and Protection Insurance.

On occasion, we may block a message and recommend or require that certain portions of the text be removed. For example, when we detect words or numbers that include references to other platforms, external links, contact details, or content that violates our policies and Terms of Service.

Security is important, but we also value your privacy. We will never review, screen, or analyze your messages for the purpose of targeting third-party advertising to you. We also do not sell summaries or analyzes of these communications.

Exceptionally, Sazón may suspend or deactivate an account, or limit its use, as specified in our Terms and Conditions of Service.

When this happens, the messages you have received from that person on our platform will disappear, and instead we will show you a notice informing you that they can no longer access Sazón from their account. Depending on the situation, we may be able to restore the account and messages of the user in question.

CHARGES AND TAXES

collections

You will have to establish the payment method you prefer in your Sazón profile. The day after you organize an experience, Sazón will send you the corresponding payment. The date you receive the amount will vary depending on the financial institution or if the payment is sent during a weekend or holiday.

Adding a new payment method is a quick and easy process. It is the verification that can take some time. When it is complete, its status will change to Done.

The average verification time may vary depending on each payment method.

Service fees are paid as follows: Sazón automatically deducts service fees from host charges once a reservation is completed. We send the corresponding amounts 24 hours after the experience. The date you receive the amount will vary depending on the financial institution or if the payment is sent during a weekend or holiday.

The hosts will receive the money that corresponds to them with the service commissions already deducted; they do not need to be repaid to Sazón.

Taxes

In general, Sazón does not offer tax advice and it is your responsibility to consult with a tax advisor to receive information about how to declare your earnings generated by organizing gastronomic experiences.

YOUR ACCOUNT

How to manage the account

If you’ve forgotten your password or are having trouble logging in, don’t worry, you can always reset your password. Do it like this:

Go to the page to reset the password,

Write the email you use in Sazón.

Click Submit Password Reset Link.

We will send you the corresponding link by email.

You can also change your password:

Go to your Account, and look at your security data.

Next to Password, click to update it.

Type your current password.

Type and confirm your new password.

Click Update.

Personal information: provide personal and contact information.

Collections and payments: check your payments, collections, taxes, etc.

Although we don’t want you to leave Sazón, you can always deactivate or delete your account. You can temporarily deactivate your account, giving you the ability to reactivate it later if you change your mind, or permanently delete it.

If you permanently delete your account:

For security purposes, we will verify your identity before accepting the deletion request.

Once the account is deleted you will not be able to reactivate it, recover data or have access to it. If you want to use Sazón again, you will have to create a new account.

Sazón may limit, suspend or deactivate your account, as specified in our Terms of Service.

We may temporarily disable your account due to your response or acceptance rate. In this case, to reactivate your account, follow the steps indicated in the email you received.

At Sazón we take safety very seriously, so when we are made aware of a violation of our Community Guidelines, we investigate what happened and take appropriate action.

While our goal is to provide users with information about the actions we take on your account, we may take the following actions, with or without direct notification:

Your account may be deactivated or suspended.

You may not be able to access the platform, your account or your content, or receive help from Sazón’s community support service.

If we deactivate or suspend your account, pending or accepted reservations that you have as a host may be canceled and you may not be entitled to receive any compensation for reservations that have been canceled due to the suspension of your account. In addition, we would inform the affected diner that the reservation has been cancelled.

If you have any questions, remember that you can contact us at comunicacion@sazontfk.com and we will help you resolve it as soon as possible.

Identification and verification

At Sazón, we constantly strive to make our community as safe as possible for everyone. Keep in mind that by providing us with your identification data, you contribute to building trust in the platform. Therefore, before you become a host, we may ask you to verify your identity through an official identification document, or to confirm your civil name and add your address.

If you need more information, read our Privacy Policy.

We may sometimes ask you for a new photo of yourself. In that case, it must be different from the one in your profile, although it is also possible that we request the latter.

What data do we provide to the diner

We will never share your identification document with any other user of Sazón. We will not provide hosts with your ID photo, the photo you take during the verification process, or your tax address.

However, we do share the following data:

Your name (not including surnames).

The photo and the name that you have put in your profile.

We store the photo of your identification document in accordance with what is established in our Privacy Policy, which describes the measures we take to protect your data.

At times, we may use information from identification documents to conduct criminal background checks.

If you have any questions, remember that you can contact us at comunicacion@sazontfk.com and we will help you resolve it as soon as possible.

account security

How to know if an email or a website really belongs to Sazón.

Fraudulent emails often include the Sazón logo and a fake email address in the “From:” section.

Check if the links are legitimate

Fraudulent emails may contain links to fake web pages that mimic Sazón’s design in an attempt to obtain personal information about you. Don’t click on links in emails you don’t trust.

Check if the domains are the official ones of Sazón

Fraudulent emails often come from addresses with domains similar to ours, such as @sazon.com or @reservation-Sazón.com.

Check the website address

Pay special attention to Sazón’s name: if it is misspelled in the website address, it is a fake page.

Look for the padlock icon in your browser

Don’t trust threatening messages

Report fake websites to Sazón

If you think you have found a website designed to look like Sazón’s, you can report the fraudulent URL to us via email: info@sazontfk.com. This page is for reporting suspicious websites, as it does not create a request for the Sazón Help team or send you a confirmation. If you’ve interacted with a fraudulent site or are concerned about the security of your account, please contact us.

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