Hotel Policies | AYANA Midplaza, JAKARTA

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 14:00 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 13:00 until 16:00 will be charged 35% of the room rate, late check-out after 16:00 until 18:00 will be charged 50% of the room rate, and 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

Depend on the rate(s) that you choose, 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 successful. 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 be any cancellation within the cancellation period or no-show bookings, the guest will receive email prior from the 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. The credit card must be shown to the reception upon arrival and the card holder must sign the bill to verify the payment. Failing to show the card or if the card holder is not available to sign the bill means that our reception will refund the payment to the bank and all payment must be settled directly at reception. In case card holders unable to accompany guests however wish to cover the room payment, we will provide a payment link to process the payment online using VISA, Mastercard, Amex, and JCB.

Please refer to the rate that 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.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 the Hotel representative for the process and some supporting documents might be required from the 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 able to modify the booking, including guest name and details within the cancellation period (Please refer to the cancellation policy) from the same source of booking (for amendment of period of stay, daily rates might different).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 to register. Members receive the best room rates as well as other important information (special discounts are not valid for any special promotion or / and combined with other Hotel's promotions). For guests who are interested in joining AYANA Rewards, please 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.

Booking Modification

Hotel allows you to do modification on your booking with below criteria:

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For bookings with regular rate plan: Please be informed that guests are able to modify the booking, including guest name and details within the cancellation period (Please refer to the cancellation policy) from the same source of booking (for amendment of period of stay, daily rates might different).

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

For Extras/Add On Cancellation Policy:

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Cancellations made after 12 noon (GMT+7) 1 day prior arrival date or on the day of the check-in date will be charged the total amount of the reservation. Please cancel at the latest by 1 day prior to arrival date before 12 noon (GMT+7) to avoid this charge.

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, and JCB. A credit card is required upon arrival for deposits and for purchases across the Hotel'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 two 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 call center team assistance.

Limitation Liability

The Hotel guarantees that the guest will get the room for the confirmed booking status. In case of fully booked or by Hotel's mistake, Hotel will provide alternative accommodation to the guest by advance discussion/communication to the guest.

Deposit & Guarantee Policy

Upon check-in, guests are required to provide a deposit of Rp 1,000,000 per room per night for incidentals, in addition to the full payment of the room rate. The deposit may be made by credit card, and will be refunded upon check-out if no additional charges are incurred.

Important Notice

The reservation can be guaranteed only by providing the Hotel with the guests credit card details (full number, expiration date & card holder name) or by process of a prepayment (not later than 24 hours prior to arrival). In case of non-guarantee reservation, Hotel has the right to cancel the booking 1 day prior arrival date (after 12 noon, GMT+7) and sell the room to another party.Please note: due to the financial climate, fluctuations in currency exchange rates can be both sudden and drastic. 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 Midplaza JAKARTA takes no responsibility for subsequent exchange rates or other fees applied by your credit card provider during your stay or after your departure.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 Midplaza JAKARTA Reservationreservation.jakarta@ayana.com