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FAQ's

EE HOTELES

Frequently asked questions

What are the Check in Check Out Hours?
Medellin hotels Check in: 3:00 pm Check out: 12:00 pm Memorable Hotels in Colombia Check in: 3:00 pm Check out: 1:00 pm
Do you have Early check in or Late Check out?

Medellín:
The possibility of an Early Check In or Late Check Out is subject to hotel availability. In case of checking out after 12:00 noon, a charge will be made for late check out corresponding to 50% of your rate per night, and it can not be later than 5:00 pm. We can store your luggage at no additional cost.

Memorable Hotels:
The possibility of an Early Check In or Late Check Out is subject to hotel availability. You can use the hotel common areas if you arrive before 3:00 pm or leave after 1:00 pm. We can store your luggage at the hotel. In hotels that have private parking with third parties, this service is included until 1:00 pm on the day of check out, in these cases the additional time must be paid by the guest.

Are children allowed?

We can admit minors at the following hotels:

  • Novelty Suites – Medellin
  • Affinity – Medellin
  • Leblon Suites – Medellin
  • Portal del Rodeo ApartaHotel- Medellín
  • Alcazar of Oviedo – Medellin
  • Casa Passiflora Hotel Boutique – Garden

Only for 14 year olds and above:
Casa Jacaranda Hotel Boutique – Cauca Viejo, Jerico

Casa Cedrela Hotel Boutique – Cauca Viejo, Jerico

Only adults (+18 years old):
Casa Bixa Hotel Boutique – Santa Fe de Antioquia

What is required to enter with minors?

All minors under 18 years of age must carry an identity document that proves their relationship with the adult in the reservation. In case of traveling with people other than their parents, they must present a parents authorization authenticated by a notary.

These hotels have age restrictions:
Only over 14 years old:
Casa Jacaranda Hotel Boutique – Cauca Viejo, Jericó

Casa Cedrela Hotel Boutique – Cauca Viejo, Jerico

Only adults (+18 years old):
Casa Bixa Hotel Boutique – Santa Fe de Antioquia

Do minors have any cost for accommodation?

Any person over 10 years old is considered as an additional person for the accommodation rate and has an additional guest value (the price varies according to the hotel). Children under 10 years of age have no cost for accommodation in the hotels that allow minors, but breakfast is not included.

These hotels have age restrictions:

  • Only 14 years and above:
    Casa Jacaranda Hotel Boutique and Casa Cedrela Hotel Boutique – Cauca Viejo, Jerico
  • Only adults (+18 years old): Casa Bixa Hotel Boutique – Santa Fe de Antioquia
Do you allow pets?

Alcazar de Oviedo , Affinity Apartahotel  and Portal del Rodeo:
Normally, we do not accept pets, but we handle some exceptions in some apartments. We can only allow domestic pets, such as cats and dogs. Only one (1) pet is allowed per apartment. The pet must weigh less than ten (10) kg. And a maximum height of fifty (50) cms from the floor to the spine.

 

NOTE: Given its high level of danger, the entry of canine specimens belonging to one of the following breeds or their crosses or hybrids is prohibited: American Staffordshire Terrier, Bullmastiff, Doberman, Dogo Argentino, Dogo de Bordeaux, Fila Brasileiro, Neapolitan Mastiff , Bull Terrier, Pit Bull Terrier, American Pit Bull Terrier, Presa Canario, Rottweiler, Staffordshire Terrier, Japanese Tosa and those new breeds or mixes of breeds that the national government determines.

We can receive it as long as there is availability in the apartments that are allowed and its owner is responsible for its care and the care of everything in the property.

 

If the pet meets the requirements, you must contact the hotel directly at least 5 calendar days (Alcazar de Oviedo or Portal del Rodeo) or 14 calendar days (for Affinity Apartahotel) in advance to confirm that there is availability in the apartments with the pet option.

 

To accept your pet, you must sign and accept our “Pet Policy” and pay an additional cost of $70,000 per night (this value is only for the stay, it does not include damage that the pet may cause to the hotel, its guests or visitors, or additional cleaning costs that may be required)

 

Novelty Suites Hotel, Leblón Suites hotel, Casa Passiflora Hotel Boutique, Casa Bixa Hotel Boutique y Casa Jacaranda Hotel Boutique:

Unfortunately we cannot accept pets in our hotels because we must comply with current law 9 of 1979 “art 265 The presence of animals should not be allowed in areas where any activity is carried out in industrial or commercial establishments, related to food or drinks.”

 

What are the restaurant hours?

Novelty Suites y Affinity:

Oleo Restaurant and Veranda Terrace Bar

Daily 6:00 am a 10:00 pm

Room Service 24 hours

Piso 15 Roofotp Bar – Lounge

Monday to Saturday from  5:00 pm – 12:00 midnight

Oleo Express

Monday to Friday from  11:00 am – 3:00 pm (closed on weekends and holidays)

 

Leblón Suites Restaurant hours:

Monday to Friday: 7:00 am to 9:00 pm

Saturday, Sunday and Holidays: 7:00 am to 6:00 pm

 

Portal del Rodeo only Room Service:

Monday to Friday 6:00 am – 9:00 pm

Saturday, Sunday and Holidays 7:00 am – 6:00 pm

Alcazar de Oviedo Apartments:

Only for buffet continental breakfast from 7:00 am – 10:00 am

 Casa Passiflora Hotel Boutique – Jardín :

Monday to Thursday: 12:00 m – 3:00 pm and  6: 00 pm – 9:00 pm

Friday: 12:00 – 3:00 pm and  6:00 pm – 10: 00 pm

Saturday: 12:00 – 10:00 pm.

Sunday and Holidays: 12:00 – 9:00 pm.

Casa Bixa Hotel Boutique Santa Fe de Antioquia:

Monday to Thursday: 7:30 am – 10:30 am, 12:00 pm – 3:00 pm and 7: 00 pm – 9:00 pm

Friday: 7:30 am – 10:30 am, 12:00 pm – 3:00 pm and 7:00 pm – 10: 00 pm

Saturday: 7:30 am – 10:30 am, 12:00 pm – 10:00 pm.

Sunday and Holidays: 7:30 am – 10:30 am, 12:00 pm – 9:00 pm.

Casa Jacaranda Hotel Boutique in Cauca Viejo, Jericó:

12:00 noon – 9:00 pm (hours might vary according to hotel occupancy or special holidays)

Casa Cedrela Hotel Boutique in Cauca Viejo, Jericó:

12:00 noon – 8:30 pm (hours might vary according to hotel occupancy or special holidays)

 

Do you have breakfast included and what are the hours?

Novelty Suites, Leblón Suites, Casa Passiflora, Casa Bixa y Casa Jacaranda and Casa Cedrela have buffet breakfast included in all their rates.

Portal del Rodeo has American style breakfast included and it is only served though Room Service

Alcazar de Oviedo has Continental Buffet Breakfast included

Affinity Aparthotel do NOT have breakfast included. (Available for purchase)

Breakfast hours in hotels that offer this service:

Novelty suites Hotel :
Monday to Saturday: 6:00 am – 10 am
Sunday and holidays: 7:00 am – 10:30 am

Leblón Suites Hotel:
Daily 7:00 am – 10:30 am

Portal del Rodeo Apartahotel (Room Service Only):
Daily 6:00 am – 9:30 am

Alcazar de Oviedo Apartments:
Daily 7:00 am – 10:00 am

Casa Passiflora Hotel Boutique – Jardín:
Monday to Friday: 7:30 am – 10:30 am
Weekends and holidays: 8:00 am – 11:00 am

Casa Bixa Hotel Boutique – Santa Fe de Antioquia:
Monday to Friday: 7:00 am – 10:30 am
Weekends and holidays: 7:00 am – 11:00 am

Casa Jacaranda Hotel Boutique – Cauca Viejo, Jericó:
Daily 7:30 am – 10:30 am.

Casa Cedrela Hotel Boutique – Cauca Viejo, Jericó:
Daily 7:30 am – 10:30 am.

Do you have meeting rooms for events?

Yes, we have several meeting rooms and spaces at Hotel Novelty Suites hotel and Leblón Suites in El Poblado. We also have spaces in our restaurants and we provide catering services.

To see the meeting rooms information CLICK HERE

When do I have to pay my reservation?

The guarantee payment policies are different in every hotel as follows:

FOR NOVELTY SUITES, LEBLÓN SUITES AND PORTAL DEL RODEO HOTELS:

For accommodation per night: Reservations and rates are guaranteed 5 days before the Check in date with payment of 100% of the first night of the stay, otherwise the reservation is subject to: Availability and Rate Change.

For Medium Stay accommodation (minimum 14 nights): Reservations and rates are guaranteed 10 days before the Check In date with payment of 50% of the stay, otherwise the reservation is subject to: Availability and Rate change ; If the guest for any reason does not stay for all of the agreed nights, the rates for the nights stayed will change to the value of the rate stipulated for those dates.

FOR AFFINITY APARTHOTEL:

For Long Stay accommodation (minimum 28 nights): Reservations and rates are guaranteed 14 days before the Check In date with payment of 50% of the stay, otherwise the reservation is subject to: Availability and Rate Change; If the guest for any reason does not stay for all of the established minimum nights, no refund will be made for the additional nights.

FOR ALCAZAR DE OVIEDO:

For accommodation per night: Reservations and rates are guaranteed and modified up to 7 days before the Check in date with payment of 50% of the entire stay, otherwise the reservation is subject to: Availability and Rate Change.

For Medium Stay (minimum 14 nights) and Long Stay (minimum 28 nights) accommodation: Reservations and rates are guaranteed 14 days before the Check In date with payment of 50% of the stay, otherwise the reservation is subject to: Availability and Rate Change; If the guest for any reason does not stay for all of the agreed nights, the rates for the nights stayed will change to the value of the rate stipulated for those dates.

FOR HOTELES MEMORABLES DE COLOMBIA SAS (CASA PASSIFLORA HOTEL BOUTIQUE, CASA BIXA HOTEL BOUTIQUE, CASA JACARANDA HOTEL BOUTIQUE AND CASA CEDRELA HOTEL BOUTIQUE):

30% of the total reservation is charged at the time booking, which is NOT refundable, and the remaining 70% must be paid 10 days before the arrival date.

How can I pay my reservation?

In the following link you can make the payment, it is important to keep in mind that the information filled out must correspond to the data linked to your credit card: email, telephone number, address, among others.

Make your payment here https://sites.placetopay.com/eehoteles

Please remember that, when making the payment, in the box where you must enter the reservation number, type it without the symbol / (since this is only alphanumeric) and add the first 3 letters of the hotel.

Example: if your reservation is in Novelty suites hotel and number 478/2022, enter NOV4782022.

NOTE: We inform you that the payment may be reflected with the name of one of our three companies: Hoteles Memorables de Colombia S.A.S, Novelty Suites S.A. y Estilo Ejecutivo Suites S.A.

How are the cancellation and change policies?

The policies are different in every hotel as follows:

FOR  NOVELTY SUITES, LEBLÓN SUITES AND PORTAL DEL RODEO HOTELS:

For reservations per night: The client can cancel or modify the reservation for free up to 5 days before the arrival date, after this time the payment of the first night will be charged

For Medium stay reservations (minimum 14 nights): The client can cancel or modify the reservation for free up to 10 days before the arrival date.

NOTE:

  • If the reservation is canceled or modified after the allowed time, 100% of the value of the first night will be charged, Non-refundable.
  • In case of modification of the reservation within the established time, it is subject to availability and rate change.

FOR AFFINITY APARTHOTEL:

For long-stay reservations (minimum 28 nights): The client can cancel or modify the reservation for free up to 14 days before the arrival date.

NOTE:

  • If the reservation is canceled or modified after the allowed time, 50% of the monthly payment value will be charged, Non-refundable.
  • In case of modification of the reservation within the established time, it is subject to availability and rate change.

FOR ALCAZAR DE OVIEDO:

For reservations per night: The client can cancel or modify the reservation for free up to 7 days before the arrival date, after this time they will be penalized with the payment of 50% of the stay.

For Medium stay reservations (minimum 14 nights): The client can cancel or modify the reservation for free up to 14 days before the arrival date, after this time they will be charged with the payment of 50% of the stay.

FOR HOTELES MEMORABLES DE COLOMBIA (CASA PASSIFLORA HOTEL BOUTIQUE, CASA BIXA HOTEL BOUTIQUE, CASA JACARANDA HOTEL BOUTIQUE AND CASA CEDRELA HOTEL BOUTIQUE):

The guest can cancel and/or modify the reservation up to 10 days before the arrival date, but for cancellations the 30% initial guarantee payment at the time of booking is non-refundable. If you cancel or modify the reservation after the allowed time, 100% of the value of the accommodation will be charged. In case of modification, the reservation is subject to availability and rate change.

  • Holiday weekends and some high season dates may be subject to minimum night stay restrictions.
Whats Happens if I don´t arrive or are a No Show?

IN CASE OF NO SHOW the policies vary on each hotel:

FOR NOVELTY SUITES, LEBLÓN SUITES AND PORTAL DEL RODEO HOTELS:

For reservations per night: If you do not show up on the dates of your reservation, 100% of the value of the first night will be charged as a No Show.

For reservations for Medium stays: If you do not show up on the dates of your reservation, 20% of the entire stay will be billed as No show.

For Monthly reservations: If you do not show up on the dates of your reservation, 50% of the entire monthly payment is billed as No show.

FOR AFFINITY APARTHOTEL:

If you do not show up on the dates of your reservation, 100% of the total value of the first month will be charged as a No Show.

FOR ALCAZAR DE OVIEDO:

For reservations per night and Medium stays: If you do not show up on the dates of your reservation, 50% of the value of the entire stay will be charged as a No Show.

For Long Stay reservations: If you do not show up on your reservation dates, 50% of the entire stay will be billed as No Show.

FOR MEMORABLE HOTELS IN COLOMBIA (CASA PASSIFLORA HOTEL BOUTIQUE, CASA BIXA HOTEL BOUTIQUE, CASA JACARANDA HOTEL BOUTIQUE AND CASA CEDRELA HOTEL BOUTIQUE):

If you do not show up on the dates of your reservation, 100% of the value of the accommodation will be charged as a No Show.

Can I enter visitors?

Yes, as long as they carry an identity document (identity card or passport), they must register at the front desk and THE ENTRY OF MINORS IS NOT ALLOWED WITHOUT THE COMPANY OF THEIR PARENTS OR A RESPONSIBLE ADULT AUTHORIZED BY THEM.

If a visitor enters after 10:00 p.m. and until 7:00 a.m., different from the guests registered in the reservation, they will be considered as additional guests and will be charged a value per person per night.

Note: The guests associated to a reservation are not modifiable after check in, that is to say, if your reservation is for 2 persons, only the owner of the reservation plus an additional person can be registered as part of the reservation, if this second registered person leaves the accommodation and the owner enters with a new companion this will be considered as a third additional person in the reservation and in case of spend the night in the accommodation will be charged the value stipulated for visitors who spend the night in the accommodation, the same applies for all reservations made and for any type of suite or apartment, the reservation rate is valid for the number of people who initially made the reservation, any change guest after check in, is charged as additional.

Do you have internet service?

Yes, we have WiFi at no additional cost throughout the hotel, more information at Reception.

Reviews

What our clients say

An excellent hotel with a nice view of the city. Excellent location and an exquisite buffet breakfast. My stay was very pleasant, I definitely recommend it.

Juan Camilo Soto Novelty Suites Hotel

Excellent location, impeccable attention from the staff, perfect cleanliness in the rooms and an incredible breakfast. I would definitely go back ♥️ 1000/5

Francis De Freitas Novelty Suites Hotel

Excellent attention, its facilities are very good, the breakfasts are very rich and the restaurant's attention is very good, but... The lady who makes the eggs and the meals is wonderful.

Telmo Benfele Leblón Suites Hotel

Excellent hotel, very clean, it is located in one of the best points of Medellin, it has breakfast and restaurant (its food is very good) and excellent customer service, one of the receptionists (Santiago) goes the extra mile +, the best attention / service that I have received in a hotel, thank you Santiago for the suggestions and the good attention, perfect stay 10/10.

Gregorio Cuello Leblón Suites Hotel

What I liked the most about this lodging is the excellent location in El Poblado. Easy access to public transportation. The price includes the daily cleaning of the lodging, very complete services. Recommended for its value for money location.

Danny Myriam Arteaga Cabrera Alcázar de Oviedo

The location is privileged next to the Oviedo shopping center, the area is very nice and safe, we went out for a walk at night without any problem, there is a supermarket that opens 24 hours a day and a casino as well.

Felipe Mercado Alcázar de Oviedo

This place is wonderful, the staff is always with a smile, willing and attentive to your needs, the apartments are located in an exclusive sector of the city and you have everything you need at hand, shopping centers, …

Julieta Leyva Affinity Aparta Hotel

They are very spacious apartments (living room, dining room, kitchen, clothing area and the most beautiful a balcony with a spectacular view), I found all the necessary elements to be able to cover my needs during the time I was staying, the buffet breakfast was included very rich and varied, I found everything.

Juan Pablo Mendoza Guzman Affinity Aparta Hotel

The suite is very nice and is very well furnished, it looks like an apartment due to the staffing that has many services, the best is the food is very good, they take it to the room, a very good location in front of a good shopping center, I recommend it

Jaime Alberto Portal del Rodeo Apartahotel

Excellent place to stay and get to know Medellin, quiet, great view if you get the top floors, spacious and cozy with all the services available

Julian Pertuz Portal del Rodeo Apartahotel

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