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  FAQs    
       
       
 
Reservations & Payments

1. How do I make a reservation? 
Contact us to check the availability of one of our apartments.

We will respond within 24 hours to confirm availability and pricing.

To confirm a reservation for one of our apartments, you will need to pay a deposit for 20% of the quoted price.

Having paid the deposit you will receive an email confirmation of your reservation within 24 hours.

2. What forms of payment do you accept?
We prefer and highly recommend PayPal because it is convenient, secure and free.

PayPal gives you the flexibility to pay with credit or debit cards or your PayPal account balance which you can add money to from your bank account.

If you do not have a Paypal account, we can send you a Paypal payment request and you can pay online using your credit card.

3. Do I need to pay a security deposit?
Yes. You also need to pay a $250 security deposit via Paypal.

The security deposit will be returned to you 1-2 days after you check-out and the apartment has been inspected.

It is refunded to you via Paypal and as a ‘refund’ you will not incur any Paypal fees.

Please note, if you leave the apartment in an unacceptable state, we reserve the right to deduct the cost of breakages or additional cleaning from your security deposit.

4. When do I pay the remainder of my balance?
The remaining balance is payable on arrival in cash in US dollars or Colombian pesos. Colombian pesos are calculated at the daily rate of exchange according to xe.com on the day of your arrival.

5. Are there any additional charges? 
No. All our prices are quoted in dollars and include VAT and all taxes.

6. Can I cancel my reservation? 
If you cancel your reservation you will lose the initial 20% reservation fee.  There are no exceptions to this rule.

Note: If you do not arrive at the apartment on the first day of your reserved schedule, and therefore do not pay your outstanding balance, we reserve the right to cancel your reservation, for all remaining days not covered by your initial 20% reservation deposit.

7. Can I change my reservation?
Any changes to your reservation will be considered as a cancellation and subject to the above conditions.

8. How can I get a discount?
The price per night is cheaper the longer you stay in the apartment.

Additionally, you can join our facebook page to take advantage of occasional special offers.

9. What is the minimum stay?
The minimum stay is 3 nights. Under special circumstances we may permit 1 or 2 night stays, please contact us for availability.


   
       
 
Checking-In

10. When do I get the keys to the apartment?
We will usually meet you at the apartment upon your arrival. If this is not possible, the porters at the apartment will be expecting you and will give you an envelope with your keys and welcome pack inside.

Please ensure that you have your passport available as we will need this to complete the check-in process.

11. What are the check in/out times?
Check in: 4:00pm onwards.
If you are arriving in Medellín before 4pm, you are welcome to leave your luggage with the porters.

Check out: 11:00am.
If you leave the apartment later than 11:00am you will be liable to pay a further days rent.

12. How long is the journey from the airport to the apartment?
The journey from the airport in a taxi is about 45 minutes. Taxi's are cheap and reliable. The cost of a taxi from the airport is about 48,000 Colombian pesos (roughly $30 US dollars).

13. Do you provide an airport pickup service?
Yes. We provide an airport pickup service for $60,000 Pesos.

14. Do you provide any other services?

If you require other services, we can organise airport pickups, tour guides, food and drink welcome packs, or anything else, before you arrive at your apartment.

       
 
During Your Stay


15. Can I bring guests back to the apartment?
Yes. Guests may visit you whenever you like, without additional cost.

As a general rule, we permit 1 guest per person who is paying to stay in the apartment.

Please contact us if for some reason you wish to exceed this number. We reserve the right to ask you to leave the apartment if this rule is broken without our consent.

16. Can I have a party in the apartment?
No.  Out of respect for your neighbours, we do not permit parties in our apartments. During the week, please maintain a respectful level of noise after 11pm. At the weekend, please maintain a respectful level of noise after 12pm.

We reserve the right to deduct money from the security deposit and/or evict with immediate effect all renters from the apartment who, in our opinion, are not abiding by the rules, in respect of damage to the property or by annoyance to neighbours. In such cases, no refund will be given under any circumstances.

17. Can I smoke in the apartments?
No.  All apartments are strictly non-smoking except on the balconies.  Cleaning expenses will be deducted from the security deposit if the apartment is left smelling of tobacco.

18. What happens if I break something? 
Each apartment has an inventory which you are welcome to check when you arrive. If you break something please contact us as soon as possible and we will fix or replace the item/s and decide if there is any charge incurred.

19. How often are the apartments cleaned? 
All apartments are professionally cleaned prior to your arrival.  A maid service is provided free of charge, once a week thereafter.

If you would like more frequent cleaning, we provide a maid service for $25 a day.

20. Are the apartments furnished?
Yes. All apartments are fully furnished, including bed linen, towels and kitchen utensils.

Basic toiletries will be available on your arrival, but you are responsible for their maintenance for the remainder of your stay. We do not provide shampoo, toothpaste, washing powder or other cleaning solutions.

21. Do the apartments have internet access? 
Yes. All apartments have free wireless broadband internet access.

22. Do the apartments have a telephone?
Yes. All apartments have a telephone. Local calls are provided free of charge. If you have a laptop and a headset, we recommend using Skype as the cheapest and easiest way to make international calls.

All apartments also have a pay as you go cell phone which you can top up and use for the duration of your stay.

23. Do the apartments have hot water?
Yes. All apartments have hot water 24 hours a day.

24. Are there extra charges for gas, electricity or water? 
No, there are no additional charges for gas, electricity or water.

25. Do the apartments have car parking spaces?
Yes. All apartments have their own parking space.  Most apartment complexes also have large visitor parking areas.

26. Are pets allowed? 
No. Unless expressly authorized, pets are not allowed. Please inquire prior to reservation if you would like to bring your pets.


       
 
Children


27. Do you provide cots and high-chairs? 

No.  You will be required to bring all your child's necessities with you.

28. Do children need to pay? 
Children under 9 are calculated at half price.  Children under 3 are free.

       
       
 

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