Frequently asked questions from guests
Reservations and payments
You can book directly from our website book.keypoint.com.co, via WhatsApp +57 311 633 8620, or through our official social media channels.
We accept credit or debit card payments, international bank transfers (depending on the property), and manual payments with receipt sent to [email protected].
The reservation is confirmed only with 100% payment of the total amount.
Yes. The amount is $2,000,000 COP or $500 USD, and it's refunded up to 3 business days after check-out if there are no damages or violations.
Cancellations and changes
- 100% refund: cancellations 30 days or more in advance.
- 50% refund: between 15 and 29 days before check-in.
- No refund: less than 15 days, no-show, or early departure.
Yes, with at least 5 days' notice and only once at no cost. Subject to availability.
In case of host cancellation or force majeure, you'll receive a 100% refund of the amount paid. We can also offer relocation options in similar properties, subject to availability.
You must send your request in writing to [email protected]. Cancellations or changes will be processed according to current policy, and refunds, if applicable, will be made within a maximum of 10 business days after approval.
During your stay
Standard times are confirmed according to the property. You can request early check-in or late check-out for an additional cost ($20–$40 USD per hour).
A mandatory final cleaning of $30 USD (apartments) or $50 USD (houses/villas). You can request mid-stay cleaning for an additional cost.
Yes. It costs $100,000 COP (25 USD) per day. At some properties it's mandatory.
An inventory check will be done at the beginning and end. Damages will be deducted from the security deposit.
Accommodation rules
Some properties accept them with prior approval and a one-time fee of $50 USD per pet.
No. Organizing parties or playing music at high volume is prohibited. Violating this rule may lead to eviction without refund.
No. Entry of unauthorized persons implies immediate cancellation of the reservation.
A penalty and possible additional charges apply. Always respect the indicated maximum capacity.
Sustainability and security
Yes. Responsible use of water, electricity, and air conditioning is expected. Excessive consumption may result in additional charges.
Yes. We have verified properties, personalized attention, and active emergency channels (+57 311 633 8620).
Avoid leaving it on when you're not at the accommodation or if there are open doors and windows. Improper use may result in charges for excessive consumption or early maintenance.
Always lock doors and windows when leaving, don't share keys or access codes with third parties, and maintain constant supervision of children. KeyPoint is not responsible for lost objects or thefts due to negligence.
Other services
Yes. We have optional services such as tours, private transportation, and experiences, subject to availability.
You can contact us 24/7 via WhatsApp or write to [email protected] for emergencies or support.
Yes. We offer private transportation service from airports or specific locations. Requires advance request and is subject to availability and additional cost.
Some properties allow celebrations with prior authorization and under specific conditions. We can help you coordinate additional services such as decoration, private chef, or photography, subject to availability.
