Frequently Asked Question (FAQ)

1 – What is The Apartment Medellin?

The Apartment Medellin is a services company specialized in offering short and mid term apartment rentals in El Poblado Medellin.

2 – What is the minimum stay?

Normally there is a minimum 3 night booking requirement, but we are happy to consider requests for shorter booking where availability permits. Please check with us for those special cases. There is no maximum booking requirement. Bookings are subject to availability.

3 – How do I make a reservation?

There are a number of easy steps you have to follow to place a reservation:

  1. Use the multiple search functions to find the apartment you like. Submit an availability request of that apartment for the dates you wish to stay: select your check in night, your check out day and your party size.
  2. We will contact you within 24 hours to confirm availability and the price.
  3. You can confirm your reservation by paying a partial payment along with the security deposit.

Security Deposits made via Paypal are not subject to any additional fees. Within 24 hours you will receive by e-mail a confirmation of the booking and the check-in information. You will also need to send us some check-in information with your passport details and date of birth information for all guests.

Note: Your reservation will not be held until you make the reservation payment. All of our prices are in US Dollars. The remaining balance must be paid in cash or credit card upon your arrival. * (Other payment options are available but may incur additional costs)

4 – How much do I have to pay to make the reservation?

To confirm a booking, the reservation amount, typically 50% of the total booking and a security deposit of $300 is required. The full balance shall be paid by the client upon arrival. For late arrivals we will collect the balance of payment the following day. ALL balance of payments must be made within the first 48 hours of arrival. We reserve the right to add a 5% late fee (per day) to your bill if the bill is not settled within 48 hours.

5 – How and when do I pay the remaining balance?

The remaining balance is payable in cash (Colombian Pesos Only) or via credit card on arrival at the office. The balance in Colombian pesos is calculated at the daily rate of exchange. We will calculate the peso amount using xe.com on the day of arrival. You also have the option to pay the balance via Paypal however we charge a 3.5% handling fee for this type of payment.

NOTE: For bookings of 2 months or more, the first and last months rent is required as well as the $300 security deposit. We will include a fee cleaning every 30 days for all bookings of 30 days or more.

6 – Do the prices include taxes?

Yes, on the quote that you will receive, taxes are included, however all foreigners are exempt from local IVA (goods and services tax) so please bring your passport with you when paying your bill so we can remove the tax from your bill.

7 – Am I required to pay a security deposit for the apartment?

Yes, you required to pay a security deposit of $300 Dollars (or more) via Paypal at least two weeks prior to arrival. We will keep the deposit during your stay and it will be given back to you after your departure if there are no pending cleaning fees or any damages in the apartment.

8 – Can I cancel my reservation?

If you do need to cancel a reservation, please contact us as soon as possible and we will do our best to re-book the apartment. The initial $300 deposit is non-refundable. There are no exceptions to this rule.

As a general rule, we do not refund the Security Deposit on cancellations with less than two weeks notice. In those cases where you give us notice in advance, every effort will be made to re-book the apartment and if a new booking is found for the same rental period a full refund of the Security Deposit will be issued. We will deduct from the Security Deposit the cost of days that remain un-booked to the maximum value of the Security Deposit based on the daily rate of the apartment.

Last minute cancellations or those requested after the client has already used the apartment are not subject to any kind of refund, the client will be responsible for the total rental amount. In those cases however, the Security Deposit is refunded less any loss, damage or cleaning charges. There are no exceptions to this rule.

9 – How and when do I get the keys to the apartment?

Please let us know as soon as possible your estimated arrival time or if someone else will be picking up the keys on your behalf. There will be an envelope with the keys, welcome letter and an invoice for the balance waiting for you at the front desk of the apartment building when you arrive. If you have any problems you can call the office on 312 5827 or concierge via mobile on 311 712 0877 in case you get lost or you need to inform us of a change in your schedule.

We highly recommend you use our airport pickup service for $40 so that the driver can take you directly to the apartment from the airport. Taxi drivers will not always know where to take you.

10 – How long does it take from the moment our plane lands to the apartment / Airport pickup service?

The ride from the airport in a taxi is about 45 minutes. The cost of a taxi from the airport is around 65,000 pesos, or roughly $30 US Dollars.

We also provide a personalized airport pickup service for $80,000 pesos or $35 dollars. You can request this when you select an apartment. Please also inform us of your arrival time and flight number.

11 – What are the check in and check out times?

Check in: 4:00 PM onwards. This allows us enough time to properly clean the apartment before the next arrival. If you are arriving in Medellin before 4pm, you are welcome to leave your luggage with the guards until 4pm.  Check out: 12:00 PM Normal check out time is 12:00 PM. Please request late check out prior to arrival and we will try our best to accommodate to your needs.

12 – What is the maximum occupancy?

The maximum occupancy varies per apartment. Please take note of the maximum occupancy listed in each apartment. You are responsible for not exceeding the maximum occupancy and you can be asked to leave the property if you overlook this requirement.

13 – Are there extra charges for gas, electricity or water?

No, there are no additional charges for gas, electricity or water.

14 – How often are the apartments cleaned?

The rental includes the initial cleaning just prior to arrival. If you would like additional cleanings during your stay, we offer our cleaning services for an additional cost of $40 a day and includes a complete change of towels and sheets.

NOTE: We will include a fee cleaning every 30 days for all bookings of 30 days or more. This service is a requirement of the booking so we can maintain the apartment in good order.

15 – Is there an extra charge for cleaning?

Yes, an initial fee of $40 is added to the cost of your stay to clean the apartment after your departure. There may be a charge if the apartment is left excessively dirty. We expect you to leave the apartment tidy without any excessive cleaning necessary. Additional cleaning charges will be added if there is a cigarette smell inside the apartment. We provide excellent additional cleaning services on request for $40. We highly recommend you take advantage of these services.

NOTE: We will include a fee cleaning every 30 days for all bookings of 30 days or more. This service is a requirement of the booking so we can maintain the apartment in good order.

16 – Are bed linens and towels provided in the apartment?

Yes, bed linen and towels are provided in all of our apartments.

17 – What happens if I break something?

Please call The Apartment Medellin as soon as possible to assess the damage. We will do our best to try and fix or replace the item/s and reach a decision if whether there is any charge incurred. Along with the welcome letter you will receive a copy of the apartment inventory which you can check for accuracy when you arrive. Every item is listed along with it’s replacement value. It is much quicker and simpler to remedy cases of broken or damaged items if we are informed while you are still in the apartment.

18 – What if I need help or information during my stay?

There will be a member of The Apartment Medellin staff available to answer any of your questions during regular business hours. Outside business hours you can also contact us in a case of emergency. The number is: 311 712 0877. A member of staff will also check you in personally to the apartment and you will have their direct contact details during your stay.

19 – Do you provide cots and high-chairs?

Yes, cribs/play-pens are available for a one time cost of $30, or $30 per month if you are staying for an extended period.

20 – Are pets allowed?

If you have pets, please specify as such on the availability request form. In general pets are not allowed, but exceptions may be made to this rule. If you are planning of bringing your pet with you, please do not forget to make note of it in the request form.

21 – Do the apartments have telephone?

All the apartments have telephones and local calling is provided free of charge. We recommend you purchase your own mobile phone for extended stays as the cost to purchase a mobile phone is around $30. You can load the cell phone with a pre-paid card which are available to purchase in all supermarkets and in many other locations.You will be notified of all the relevant phone numbers after you have made a booking. Important numbers are listed in on the apartment information sheet provided.

22 – Do the apartments have Internet access?

All of our apartments have Wi-Fi Internet access. In some cases a PC is provided with the apartment (please check the individual apartment page for a list of the amenities).

23 – Do the apartments have a safe to guard my valuables?

All apartments have digital safes included for no additional cost. The safes will be open on arrival so you can set your own code. To set the code, press the button on the inside of the door and wait for the beep. Enter your code and press either A or B to set it. Once set, you can then enter your own code to open the safe during your stay. Please leave the safes unlocked when leaving the apartment so we can reset the codes.

24 – Do the apartments have car parking spaces?

Each apartment is equipped with a parking space, so if you are planning to hire a car during your visit or if you wish to receive visitors you will have somewhere secure and free to park. All apartment complexes also have large visitors parking areas. If you would like to hire a car during your visit, we can recommend several quality car hire companies in Medellin.

25 – Can I bring guests back to the apartment?

Once you have arrived at your apartment, it is literally your home away from home. Guests may visit you in the apartment as many times as you like, whenever you like without additional cost.

Please keep in mind when entertaining to keep the noise to appropriate levels especially during the week out of respect for your neighbors. TAKE SPECIAL NOTE OF REGULATION #27 with regard to entertaining in the apartment.

26 – Can I use all available rooms, even if I am traveling alone?

The rent includes access to all bedrooms so you may have guest stay over and use any additional space as needed, however you cannot sub-lease the apartment or it’s rooms.

27 – Can I have a party in the apartment?

No. There are hundreds or bars and clubs in Medellin, your apartment is not one of them. From Sunday to Thursday, after 11PM, it’s important that you maintain a respectable level of noise from music and television and noise in general. During the weekends, please maintain a respectful volume of noise after 12PM. By closing the balcony doors you can lower the level of noise going outside and to other apartments significantly.

We reserve the right to deduct money from the Security Deposit if we receive complaints about the noise or inappropriate conduct. We reserve the right to evict with immediate effect all renters from the property who, in our opinion, are not suitable as clients of THE APARTMENT MEDELLIN, due to unreasonable behavior, damage to the property, or causing repeated annoyance or offence to adjacent properties/neighbors. In such cases of eviction, no refund will be given under any circumstances.

28 – Can I smoke in the apartments?

No. All of our apartments are strictly non-smoking except on the balconies outside. Extra cleaning expenses will be deducted if the apartment is left with linen or furniture smelling of cigarettes.

29 – Is there hot water in all the apartments?

Yes, all units have hot water systems.