Hotel Policies | AYANA Villas Bali

Hotel Policy

Check-In & Check-Out

Guests must be 17 years old or above to be eligible for check-in. A valid passport or identification card (KTP) is required to complete the process. Guests under 17 years old must be accompanied by a parent or legal guardian at check-in.Early check-in before 15:00 will be subject to room availability upon guest arrival. The guest may complete the registration process, store their luggage and enjoy the hotel facilities while waiting for their room to be ready. If the guest would like to have guaranteed early check-in, it is suggested to book the room one day in advance/one day prior to the check-in date.Late check out after 12:00 until maximum 18:00 will be charged 50% of the room rate, late check out after 18:00 will be charged 1-night of room charge. Please note late check-outs are subject to availability, therefore it is suggested to book/request in advance.

Payment

Depending on the rate(s) you choose, the Hotel may offer several payment methods, including but not limited to:

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Pay at Hotel: Hotel will charge the guest Credit card at Rp 10,000 and the amount will be refunded to the guest once the transaction is succeed. This process is taken for card verification to make sure that the credit card information entered by the guest is valid, not fraud. Should there is any cancellation within cancellation period or no-show bookings, the guest will receive email prior from hotel as notification for the cancellation or no-show fee charge.

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Pay at Booking: Hotel will charge full payment to the credit card guarantee given by the guest at time of reservation.

Please refer to the rate you book for the applicable payment method.

Refundable Bookings

Conditions which Hotel will give refund, If there is an overpayment made by a guest or an agreement in place that the booking is refundable due to Force Majeure, This includes, without limitation, acts of God, war, commotions, mass strikes, embargoes, any form of natural disaster (such as fire, earth quake, eruption, and flood), act of terrorism or similar threat, civil or mass disorder, epidemic disease, curtailment of transportation, monetary crises which impact nationally, change of statutes or regulations by the Indonesian government.The hotel will refund based on the guest's first payment method. For example: Refund of the amount will be credited back to the same credit card that is being used for the payment. Please contact hotel representative for the process and some supporting documents might be required from hotel side.

Non-Refundable Bookings

In order to give you the best deal, Advance Purchase and Early Bird bookings cannot be cancelled or changed. Full pre-payment for the entire stay is required on the day of booking and is non-refundable.For bookings with regular rate: Please be informed that guests are not able to modify the booking, including guest name and details within the cancellation period (Please refer to the cancellation policy).For non-refundable bookings: Please be informed that guests are not able to modify the booking, including guest name and details after the booking is confirmed.

Membership

To become a member of AYANA Rewards, guests must create an account. Members receive the best room rates as well as other important information (special discounts are not valid for any promotion or in combination with other hotel promotions). Guests interested in joining AYANA Rewards can click this link and follow the steps.

Stay Preference

Guests can input personalized stay preferences while making their booking, such as preferred bed requests and room types (such as rooms for the disabled), however preferences are subject to availability and will be reconfirmed upon arrival to the hotel.

Guest Name Policy

All guests must provide an accurate full name that exactly matches the name on their official identification (passport or government-issued ID card) at the time of booking. The names of the guests who will be staying must match the names entered at the time of booking. If additional guests are joining the reservation, their names must also be provided and must match their respective passports or ID cards. All guests are required to present valid identification upon check-in. Guests are not able to modify the guest names and details after the booking is confirmed.

Booking Modification

Guests can modify their booking based on the following criteria:

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For bookings with regular rate plan: Please be informed that guests are not able to modify the booking, including guest name and details within the cancellation period (Please refer to the cancellation policy).

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For non-refundable bookings: Please be informed that guests are not able to modify the booking, including guest name and details after the booking is confirmed.

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Cancellations made within 1 day(GMT+8) or on the day of the check-in date will be charged the total amount of the reservation. Please cancel at the latest by two days prior to check-in to avoid this charge.

For Extras/Add On Cancellation Policy:

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If a cancellation is made to a modified booking within the cancellation period, a penalty fee will apply. The cancellation fee will refer to the last modified room type booked/confirmed by the guest.

Cashless Payment Policy

For your safety and convenience, AYANA only accepts cashless payments. Transactions can be made with QRIS, debit, or major credit cards including VISA, Mastercard, Amex, UnionPay, and JCB. A credit card is required upon arrival for deposits and for purchases across the resort's venues.

Outside Catering

Please note that outside catering (Food and Beverages) is not permitted to be brought inside the Hotel premises and the Hotel reserves the right to reject the same and/or add a surcharge and corkage.

Complaint or Feedback

Hotel will send a satisfaction survey to the guest at the latest three days after check-out. The guest will receive a survey sent by the hotel to expect the guest feedback regarding their entire stay experience, including rooms, food & beverage, Spa and other hotel facilities. The email address will be the same email address that is registered by the guest upon check-in/registration. For any concern/request/complaint during the guest's stay, the guest can dial "0" for an operator.

Limitation of Liability

Hotel guarantee that the guest will get the room for the confirmed booking status. In case of Fully book/by hotel mistake, hotel will provide alternative accommodation to the guest by advance discussion/communication to the guest.

Important Notice

Upon check-in, a credit card pre-authorization of IDR 1,500,000 per room per night is required to cover incidental charges. This deposit is separate from and in addition to the full payment of room rate and taxes. Cash deposits are not accepted.The reservation can be guaranteed only by providing the hotel with the guest's credit card number and expiration date or by making a prepayment (not later than 24 hours prior to arrival). In case of unguaranteed reservation, the hotel keeps the right to sell the room to another person.Please note: due to financial climate, fluctuations in currency exchange rates can be both sudden and drastic.Payment Currency: please note that Central Bank of Indonesia regulates that all cash payment must be done in local currency (IDR). The USD price of accommodation when You made a booking will be converted to Indonesia Rupiah (IDR) at hotel predetermined rate.We therefore would like to advise you of the following:Credit card: According to Indonesian law, settlement by credit card is charged in local currency. Please note that currency conversions will be calculated upon the hotel’s bookkeeping rate. AYANA Villas Bali takes no responsibility for subsequent exchange rates or other fees applied by your credit card provider during your stay or after your departure. Please note that booking payment with Virtual Credit Card (VCC) is not accepted.There is a 21% tax and service charged by the hotel. Indonesia's tax rate is set at 11% and the hotel's service charge is set at 10% for a total of 21%.We look forward to providing you a delightful and memorable stay.

AYANA Resort Reservationreservation.bali@ayana.com