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Upon receipt of an enquiry, we will contact you (normally within 24 hours if your enquiry is via email), to confirm availability, rate (including applicable tax) and details of the deposit required to confirm the booking. Upon receiving a confirmation from you that the booking details are correct and that you wish to confirm your booking, we will then hold the relevant dates for you for 48 hours pending payment (24 hours if booking is within next 7 days). If another enquiry is received for those same dates during such 48-hour period, then we shall inform you immediately and request that evidence of payment is provided within the next 12 hours. Should you fail to provide such evidence we reserve the right to unblock the dates and offer the dates to the other guests.
For all bookings, we require a deposit of at least 50% of the total amount due to confirm the booking. A booking is only confirmed once the deposit amount has reached our bank account or we have been notified by our credit card processor that payment has been received, and we have responded to you via email that your booking is confirmed which we shall normally do within 24 hours of having received notice. Payment can be made in IDR or GBP via local or IMT (International Money Transfer) net of all bank charges to our relevant bank account. We use the mid-point exchange rate on x-rates.com on the day that the request for payment is made to calculate the amount to be paid if the price is in a different currency to the payment. Alternatively, we also accept payment using a credit card or debit card through the international card processor Xendit. All payments have to however be made in IDR and there is a card processing fee of 3% for MasterCard/Visa and all debit cards. Upon request we can also accept payment by Western Union or specialized online international transfer companies such as TransferWise.
Payment of the final outstanding amount due is required at least 30 days prior to the date of your arrival. We will send you a final payment reminder prior to this date. Once payment has been made, we will provide you with all the final details for your stay. A guest’s booking is at risk if the guest fails to make payment within 5 working days of having been sent the final payment request.
If your booking is within 30 days of your date of arrival, we require payment of the full amount to confirm the booking, and the booking is only confirmed once the full amount has reached our bank account, or our credit card processor has notified you and Secluded Bali Villas that a payment has been received, and we have then responded to you via email that your booking is confirmed which we shall normally do within 24 hours of having received payment. For bookings made within 7 days of the date of arrival at the villa, we require payment in full prior to commencing your stay by credit card and reserve the right to refuse payment by other means, including bank transfer, and payment in cash upon arrival at the villa. For bookings made within 24 hours of the date of your arrival at the villa, we require payment in full prior to commencing your stay by credit card or, by specific agreement from Secluded Bali Villas in writing only, payment in cash rupiah (IDR) upon arrival at the villa.
Where guests, or agents representing guests have failed to make final payment in accordance with the above Final Payment notice periods, then we shall have the right to treat such booking as being cancelled, and such booking shall then be subject to our cancellation policy. Where guests, or agents representing guests, have failed to make full and final payment prior to the guests commencing their stay, then we reserve the right to refuse the guests entry to the villa, and to continue to refuse entry until such point as payment has been made. Where guests wish to extend their current stay at a villa, then they are required to make full payment of the amount due for such additional nights within 24 hours or latest by 5pm on the day before their original stay ends. Where guests fail to make such payment, or only make a partial payment, then we reserve the right to either
For guest cancellations more than 180 days before the arrival date we will refund the full deposit amount (50% of the total amount) less a 1,000,000IDR administration fee, and less any relevant bank charges or exchange rate differences where applicable. For guest cancellations more than 90 days prior to arrival we will refund 50% of the deposit amount paid, less a 1,000,000IDR administration fee and less relevant bank charges, credit card processing fees and exchange rate losses where applicable. For guest cancellations more than 30 days prior to arrival we will waive the obligation to pay the second payment (50% of the total amount). For guest cancellations made less than 30 days before, there is no cancellation right, nor any right to any refund or any option to defer stay to another time. In addition, any guests cancelling more than 60 days before arrival, shall have the option instead of a refund (if eligible) to use the deposit amount for another stay with Secluded Bali Villas within the next 12 months, provided that where the proposed stay is of less value than the value of the original stay booked, then the amount carried forward to reduce the future booking payment shall be pro-rated down accordingly (i.e. if the future booking is only of 40% of the value of the original booking, then only 40% of the deposit amount will be able to be set against the future booking). For bookings that have been rebooked following an earlier cancellation, or for bookings that were provided free of charge (for example competition winners in charity auctions) there is no right of cancellation, nor any right to any refund or any option to defer stay to another time. Please note that we strongly recommend that you take out suitable travel insurance to protect you against cancellation due to unforeseen circumstances, particularly travel delays and forced cancellations (such as those caused in recent years by volcanic eruptions) and ill-health, accident or sickness of you, or others in your party, or close relatives at home.
In extremely rare circumstances an owner may inform Secluded Bali Villas prior to your arrival that the villa is no longer available for rent. This may occur due to a requirement by the owner to carry out essential emergency maintenance; or due to the sale of the villa to a new owner that does not wish to, or is unable to continue to, rent out the villa; or due to staff illness and quarantine or due to other unforeseen circumstances outside of our control. In such circumstances, we shall offer to relocate you to similar or better accommodation at another of our villas at no additional cost to you, or where that is not possible to another villa not managed by Secluded Bali Villas that is local to the villa that is no longer available of similar or better standard. If neither of these options is possible, then we shall provide to you a refund of any monies that have already been received.
Our quoted rates include all applicable taxes, and the exclusive use of the villa and all its facilities, including private swimming pool and the services of the dedicated villa staff for the duration of your stay including as a minimum housekeeping, and concierge service provided by our local villa manager unless otherwise specifically stated. Rates also include all utilities, including water, gas, electricity, any local village payments etc. (short term stays only, long term rentals utilities are paid for by the tenant)
Rates for our villas do not include service charges, and tips and gratuities for good service by the staff are appreciated but are not obligatory. Staff at our villas finish their standard working hours at 7pm, and after that time while staff are happy to help if you need it after this time for services such as babysitting, we do recommend a standard tip
Subject to the exceptions below, minimum stay for all our villas is 5 nights for the Christmas / New Year holidays and 3 nights for high season, and 2 nights at all other times of the year for reservations made more than 30 days prior to the day of travel unless the stay is for dates adjacent to an existing booking when no minimum stay restrictions apply. There is no minimum stay period for bookings made within 30 days prior to the day of travel.
Children aged 0 to 4 years old are able to share their parents’ bed without additional charge. One cot bed shall be provided free of charge for infants at each villa, but there is an additional fee for any further cot beds and bedding of IDR 100,000/night (or £6.00/night) per each extra cot bed provided. Infants sharing their parents’ beds or sleeping in cot beds do not count towards the Standard or Maximum Number of Guests. Children can also be accommodated by means of an extra bed, or upon request a floor mattress, however in such case they shall be considered as a guest, and extra guest fees shall apply.
We can accept more guests than the standard number of guests provided it is agreed in advance. For all villas there is an additional charge for each additional guest above the standard number of guests. Only the number of guests agreed and paid for during the booking process shall be allowed to stay overnight at the villa. Additional guests are however able to visit during the day, provided that the maximum number of guests for the relevant villa is not exceeded. Where there is a requirement for more than the maximum number of guests to visit the villa during the day (for example for wedding or other party) then that only be arranged where prior permission has been given by Secluded Bali Villas and an event fee may be due and payable. The Secluded Bali Villas and staff at the villa however reserve the right to turn away guests from the villa if the above limits and permissions are not complied with.
There is an additional charge to cover the cleaning costs to be done at the end of the guest stay, before the next guests check in.
Any events have to be informed to Secluded Bali Villas (not just the local management at the villa) in advance of occurring, and for events involving guests from outside of the villa or external contractors, this has to occur during the booking process.
Guest are required to abide by usual rules of acceptable behaviour, including:
In the event that guests fail to abide by these rules, then we reserve the right to refuse entry to the villa to such guests and if relevant contact the local law enforcement to take further action.
Except for events involving guests from outside the villa, or external contractors, we do not ask for a damage deposit from guests, however where breakages or damage occur at the villa due to the action of guests, accidental or otherwise, then we ask that you please report them to the villa manager so that we can rectify the damage as soon as possible and we do reserve the right to add the cost of replacement or repair of the item to the bill of the guest upon check out. For the avoidance of doubt breakage/damage includes, but is not limited to, permanent staining, cigarette burns, rips, scratches or other damage to furniture and soft furnishings.
If staff are required to clean up vomit, excrement, urine, semen or blood (where such amounts or location are inappropriate), or any other unusual liquids or materials, then there shall be a fixed cleaning fee of IDR 500,000 per incident, or IDR 500,000 per room – if the cleaning is required in more than one room. This shall be in addition to any costs for replacement of any items stained or damaged by such action, and in addition to the costs of any specialised cleaning required.
We are not responsible for guests’ baggage and personal belongings which at all times remain the responsibility and risk of the guests during a stay at our villas. We do however provide lockable electronic safes in each bedroom for guest use and provide a key for each bedroom to the guests of that bedroom.
We have a strict no smoking policy. This is not only because many of our guests are non-smokers, but also because our villas contain many soft furnishings and have wood and rattan roofing that are highly flammable, and so smoking inside provides a significant fire risk. If you wish to smoke, then we do allow smoking in the outside areas and can provide ashtrays if requested.
We strongly recommend that you take out a comprehensive travel insurance at the time of booking, to protect you and all those accompanying you for the duration of your stay against travel delays illness, injury, death, loss of baggage and personal items, cancellation and other travel contingencies. We recommend that you ensure where possible that such travel insurance covers you for cancellation or additional costs in the event of travel delays (for example guests have in recent years been unable to fly to or from Bali because of nearby volcanic eruptions causing the airport to be closed) and covers serious illness, injury or death of immediate family members, including those not travelling as part of your holiday.
The Service Provider and its contractors and staff and the relevant villa owner and villa staff are not liable or responsible to the Guest or to any other person for damage, theft or loss or injury to the Guest caused by the acts or omissions of a rental guest, staff member of the Service Provider, or any third party. The Guest agrees to indemnify, defend and hold harmless the Service Provider and its staff from any loss or damage or injury suffered by the Owner because of any breach of this Agreement or because of acts undertaken by Service Provider in good faith pursuant to its obligations under this Agreement. The obligations under this clause survive termination of this Agreement by either party. In no event will the Owner make a claim against Service Provider because of any alleged errors of judgment made by Service Provider in reasonable good faith in performance of Service Provider’s duties under this Agreement.
The Owner is not liable or responsible to the Service Provider or to any other person for damage, theft or loss to property of the Service Provider, or injury to staff of the Service Provider caused by the acts or omissions of a rental guest, staff member of the Owner, or any third party. The Service Provider agrees to indemnify, defend and hold harmless the Owner from any loss or damage suffered by the Service Provider because of any breach of this Agreement or because of acts undertaken by Owner in good faith pursuant to its obligations under this Agreement. The obligations under this clause survive termination of this Agreement by either party. In no event will the Service Provider make a claim against the Owner because of any alleged errors of judgment made by the Owner in reasonable good faith in performance of Owner’s duties under this Agreement.
Please be advised that neither Secluded Bali Villas, are not responsible for any personal injury to you or your property during your stay at our villa, or during your participation in any activities during your visit to Bali. We will not accept responsibility for any delay, additional expense or inconvenience which may be caused directly or indirectly by events outside of our control such as late arrival of international flights, extreme traffic problems and other travel delays, civil disturbances, fire, floods, unusually severe weather, acts of God, acts of government, or the failure of any machinery or equipment.
We understand that there is a large degree of trust in any transaction that takes place on the internet for both the buyer and the seller, and that privacy can be a major concern for some guests. We commit to you therefore that any personal information that you provide to Secluded Bali Villas in the course of a booking, such as your name, contact details or any other personal information, shall remain completely private and confidential, and in no way shall we share any such information with any third parties. Very occasionally, we may contact you to make you aware of upcoming special deals. However, we do respect your right to privacy and will not send you any notices if you contact Secluded Bali Villas and ask Secluded Bali Villas not to.
We work hard to constantly improve the service and the standards at all our villas, and so we always welcome and indeed encourage feedback from guests on areas that we can improve on, and this has over the years led to many changes to our villas that we hope has made our guests stay at our villas even more enjoyable and memorable. If you have any feedback on our villas therefore, then please write to Secluded Bali Villas/Villa Matahari Terbit at matahariterbit@secludedbalivillas.com or info@secludedbalivillas.com.
In any venture though there can be times where things do not happen as expected. Normally this can be due to circumstances outside of our own or your control, but very occasionally we ourselves or our staff can make mistakes or fail to do something that means that you feel you have not received the service that you expected. Our business is an internet based business, and therefore our reputation is very important and so in such circumstances we would ask that you please contact Secluded Bali Villas to allow Secluded Bali Villas so that we can try and address your complaint as best we can. It is best to send Secluded Bali Villas an email to info@secludedbalivillas.com or matahariterbit@secludedbalivillas.com We take any complaints very seriously and commit to respond to you as soon as we can, and in any case within 24 hours. We undertake to work with you as best we can to address any complaints to your satisfaction within 48 hours of having received the complaint.
Enquiries / WhatsApp : +62 813 37 323232
Local Office: +62 361 473 2206 (Mon to Fri only)
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