FAQ
Guests:
What payment options are accepted and when should payments be made?
We accept a variety of payment methods, including PSE, credit cards, payment link, transfers to Bancolombia or Davivienda, and cash. To reserve, a down payment of 30% of the total amount is required, and the remaining balance must be paid before check-in. Without full payment, no check-in information will be provided.
What are the check-in and check-out times?
Check-in time is at 3 PM and check-out time is at 11 AM.
If I need to check in earlier or check out later than the scheduled times, is it possible?
It is possible, subject to availability and at an additional cost.
What happens if I encounter a problem with the accommodation upon arrival?
You must contact us immediately by call or WhatsApp to our customer service.
How do you handle complaints or dissatisfaction during the stay?
You can contact our customer service by WhatsApp or by sending an email to pqrs@aheadhosting.com.co, detailing the situation.
Can I modify or extend my stay once I have already booked?
Of course, this is subject to availability of the property.
Are there limits on the number of people per reservation or noise restrictions?
Each property has an occupancy limit and no parties or events are allowed. A moderate noise level must be maintained after 10 p.m.
Are there discounts available for extended stays or repeat bookings?
We offer special rates for stays of more than one month, varying by property.
How can I be sure that the property I book is as described on the website?
With our experience and professional photos, we guarantee the veracity of the information of each property. We recommend reading the description of each property in detail before booking.
Do you offer additional services such as tours or local activities?
We have services such as transportation, airport transfers and massages available upon request after confirming the reservation.
Can I stay with my pet?
We are pet friendly at certain properties. It is important to verify this condition before booking, and it may imply an additional cost.
Do you have parking?
Some of our properties have parking. We recommend confirming this information in advance.
Do you have WIFI?
All our properties offer fast and secure internet connection.
Do you have recommendations for the city where I am staying?
We provide a complete guide with local recommendations, which will be emailed to you on the day of check-in.
Owners:
What reports or updates will I receive about my property?
By joining Ahead, you will have access to our online system, which shows confirmed bookings and pending check-ins in real time. In addition, you will be able to block dates according to your needs. With each confirmed booking, you will receive an email. Also, every month, we will send you a detailed report by email with a summary of all bookings.
What happens if I decide to withdraw my property from Ahead?
You can withdraw your property at any time. However, it is important to note that confirmed reservations must be honored without exception. Those confirmed reservations that are cancelled unilaterally by the owner will be subject to a fine stipulated in the contract.
How do you evaluate and improve guest satisfaction at my property?
We pay special attention to all guest comments and evaluations, constantly looking for ways to improve the experience at each property.
What criteria does Ahead use to accept or reject a property?
We evaluate each property based on a rigorous set of standards and selection criteria to ensure the quality and comfort our guests expect.
What kind of support does Ahead offer to improve my property and enhance its appeal?
Before we begin, we will provide you with a detailed list of inventory needed for your property. We offer interior design advice and will periodically provide you with proposed improvements to maximize the profitability of your space.
How and when will I receive rent payments?
Rental payments are processed on a monthly basis. You will receive the income generated in a specific month at the beginning of the following month.
What if I am not satisfied with Ahead’s management of my property?
We greatly value your feedback and are always willing to listen and look for solutions. Your feedback is essential to our continued growth and improvement. We want to make sure that both you and your guests are completely satisfied with our services.
