Rental agreements and IDs are needed for us to comply with legal regulations in Colombia. Hotels in Colombia also ask that all guests show their ID and that they sign an agreement during the check-in process. Although our properties are different than a hotel room, the rules what we operate by are the same for short-term rentals.
Once in a while the tourism police visits our administration to review our procedures and to make sure that we have all guests registered correctly.
No, we’ve officially eliminated security deposits on all direct bookings.
Instead, we’ve introduced a simple 5% damage waiver. This small, non-refundable fee helps cover accidental damages up to $500 USD — like broken glasses, stained towels, or extra deep cleaning — so you can relax and enjoy your stay without worrying about large upfront deposits or refund delays.
It’s our way of making the booking process easier, safer, and more transparent — while still offering better prices than platforms like Airbnb, Booking.com, or VRBO.
No blocked funds. No waiting for refunds. Just peace of mind.
Normal check-in is at 4 pm, but if the calendar allows, we’re happy to offer an early check-in. If another guest checks out the same day, we may have it ready a bit sooner, but usually not before 2-4 pm. We’ll always let you know as soon as it’s ready.
For guaranteed early check-in, we can block the calendar the day before your arrival for 50% of the daily rate, subject to availability.
If early check-in isn’t possible, you’re welcome to drop your bags and explore the city while we prepare your space.
Check-out is at 11 AM. If new guests arrive the same day, late check-out is difficult, but we may extend until noon if the next guests arrive late.
You’re always welcome to leave your bags with us for later pickup.
For guaranteed late check-out, we can block the calendar on your departure day for 50% of the daily rate, subject to availability.
Yes, we do have a couple of pack ‘n play cribs available that we offer for FREE. Please let us know in advance so we can make sure to reserve it for you.
Yes, we are happy to make changes to an existing reservation.
If you need to shorten or extend a direct reservation just let us know on the WhatsApp service line +57 316-506-9999. We will honor the same nightly rate as you have been paying so far. Weekly and monthly discounts may apply.
If you need to change a reservation prior to arrival, we are also happy to help.
Please note that price per night may increase for high season (Dec 15 – Jan 15).
Yes, guests are welcome as long as the maximum occupancy of the apartment is not exceeded and house rules are respected at all times.
For instance, a 2-bed apartment has a maximum occupancy of 4 people. So if you are renting it for 2 people then you can have 2 guests visit as well.
Colombian law states that we need ID of any guest who spends the night, which you can provide in a message to our WhatsApp service line +57-316-506-9999.
¡Si! Los descuentos de última hora (1 día antes de la llegada), semanales y mensuales se aplican automáticamente al reservar en nuestra web. En ocasiones, tenemos promociones adicionales que anunciaremos en nuestras redes sociales y en nuestro boletín informativo. No dudes en escribirnos y preguntar por nuestras ofertas especiales.
Your apartment comes fully furnished with bedsheets, towels, WiFi, hot water, electricity and cable TV included.
The kitchen has dish soap, coffee, sugar, oil, salt and pepper to get you started.
The bathrooms also come with toilet paper, hand soap, hand lotion, shampoo, and conditioner to get you started.
The cleaning you pay when making your reservation is for the final cleaning upon check-out. If you require additional cleaning during your stay we are happy to provide you with the service an additional cost.
We change bedsheets and towels every 4 days for free (upon request one day before needing the service).
All minors must be reported when visiting or staying at our properties according to the Colombian law.
No minor is allowed to be at our properties unless accompanied by their parents or legal guardian. Human trafficking and sexual abuse of kids and teenagers is unfortunately very common in Colombia. For that reason, authorities ask that all lodging providers in the industry collaborate by requesting IDs on all guests, and that we verify companions of all minors, while staying alert and reporting any potential violations to the police.
Penalties for sexual abuse of minors are extremely hard with up 35 years of jail time.
We thank you for your understanding and collaboration in keeping the children of the world safe from predators.
Yes! We are a legally established company.
Please let us know as soon as you make your reservation whether you would like the electronic invoice to be issued in your name or your company’s name, as we won’t be able to modify it afterward.
Thank you!
Yes — we offer a flexible cancellation policy:
Cancel 5 or more days before arrival: Receive a 95% refund (we retain 5% to cover financial transfer fees and processing costs).
Cancel between 1–5 days before arrival: Receive a 50% refund.
Cancel during your stay: Receive a 50% refund of any unused nights.
We always aim to be fair while also covering the real costs of preparing your stay. If you have a special circumstance, feel free to reach out — we’re here to help.
Yes we work with several great drivers that we can recommend. They will pick you up in the airport and wait for you if the flight is delayed. They also know our properties well (some taxi drivers have a hard time finding them) and will help with suitcases, stop at the ATM, etc. Prices start at $100.000 COP for a one-way airport transfer for a passenger vehicle and $140.000 for a shuttle van 7+ passengers.
You can also hire them for transport around the city during your visit.
All our apartments are located in western Cali. The airport is located around 21 km / 13 miles outside the city. The drive to reach our apartments takes 30-45 minutes depending on traffic.
Yes, Uber, DiDi, Beat and a few other ride hauling applications work here. Transportation to or from the airport cost around $60-80.000 COP including the toll road.
Cali has always had a bad reputation and part of that is well merited.
However, 90+% of all bad things happen in bad neighborhoods (where you are unlikely to end up) and is gang related. Our team walk all over the area where the buildings are located during the day but at night it’s better to take Uber or taxi, or if you walk then make sure to be with a group of people.
Don’t flash valuables, just bring the cash that you need but leave the rest in the safe.
We have hosted 10.000+ stays and only one guest has had a phone stolen by a guy who came by on a motorcycle and snatched it from her hand.
So in conclusion, be cautious but not afraid.
This advice applies in all big cities in Colombia, not just in Cali.
For more information and safety tips, please read our complete article on the subject.
Yes, all our apartments have a safe for your personal belongings. It is usually located in the closet of one of the bedrooms.
Please understand that we want you to have an amazing time while staying with us in Cali. That being said, respecting the house rules is fundamental to the coexistence with other guests and neighbors. Failure to respect the rules can result in losing your security deposit. Thank you for your understanding 🙂
Yes, we offer laundry service in several in our buildings. We pick up your clothes in your apartment in the morning, then wash, dry, fold and return to you the next day. Best to let us know one day in advance through the WhatsApp service line +57 316-506-9999.
Send us an email to reservations@exstr.co or through Whatsapp +57 316-506-9999 and we will be happy to help you with any additional questions or doubts you may have.
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