Frequently Asked Questions
How does digital check-in work?
We provide a 100% digital, self-guided check-in process. One day prior to your arrival, you will receive a secure registration link to submit your details. Once completed, we will send you the smart access codes for both the building main entrance and your studio apartment. No physical keys or reception stops required.
What are the check-in and check-out times?
Standard check-in starts at 3:00 PM, and check-out is by 11:00 AM. If you require flexible scheduling, please contact us in advance; we will do our best to accommodate you based on availability.
What's included in the Extended Stay monthly rate?
Our long-term rate includes: a fully furnished and equipped studio apartment, all public utilities (water, electricity, gas), high-speed fiber-optic internet, building management fees, and weekly professional housekeeping. No co-signers or hidden fees required.
Is parking available?
We don't offer our own parking. There is a public parking lot nearby (not operated by the property) where you can park.
Are pets allowed?
Yes, estar is pet-friendly. We welcome well-behaved pets upon prior request. Short stays have a one-time, non-refundable $200,000 cleaning charge (VAT included); long stays also include a fully refundable $500,000 deposit.
When do I receive the access codes?
The access codes are delivered once you complete the digital check-in, which only becomes available after your booking payment is confirmed. That way you go straight to your studio, with no physical keys or reception stops.
Do you offer 24/7 support?
We're available from 6:00 to 10:00 a.m. and from 4:00 to 10:00 p.m. Outside those hours you can message us on WhatsApp and we'll reply within 24 hours.
Are there any hidden charges?
No. There are no hidden charges or surprises. If VAT applies based on your residency or business travel, it's shown transparently at the time of booking.
Do you have air conditioning or heating?
Manizales has a mild, very pleasant climate, so the units don't have air conditioning. If you need it, you can request a fan or a heater.
What is the cancellation policy?
We have two plans: Strict rate (free cancellation up to 7 days before) and Flexible rate (up to 24 hours before), both with a 100% refund within the window. After the deadline, the first night + taxes + 3.5% is charged. See the full policy.
What payment methods do you accept?
We accept international credit cards (Visa, Mastercard, American Express), direct bank transfers in Colombia (Bancolombia, Davivienda), and PSE payments. For long-term stays, billing is done monthly in advance.