Booking Process

Upon receipt of an enquiry we will contact you (normally within 24 hours if your enquiry is via email), to confirm villa availability, villa 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 a statement that you wish to confirm your booking, we will then hold the relevant dates for you for 7 days pending payment. In the event that another enquiry is received for those same dates during such 7 day period, then we shall inform you immediately and request that evidence of payment is provided within 48 hours. Should you fail to provide such evidence we reserve the right to cancel your booking and offer the dates to the other guests.

Deposit Payment

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 payment. Payment can be made via IMT (International Money Transfer) net of all bank charges to our relevant bank account. We accept payment in IDR, GBP and THB. For IDR and THB 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.

Alternatively we also accept payment using a credit card or debit card via either Homeaway or PayPal, however we only accept payment in GBP and there is a credit card processing fee of 6% for PayPal and 3.0% for Homeaway to cover the fees that PayPal and Homeaway charge us for the transfer.

Final Payment

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 at least 30 days prior to the date of your arrival. Once payment has been made we will provide you with all the final details for your stay.

In the event that your date of travel is within 30 days, we will require payment of the full amount due 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 us 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.

A guest booking is at risk if the guest fails to make full and final payment within 5 working days of having been sent the final payment request.

For last minute bookings that are made within 7 days of the date of your intended 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 last minute bookings that are made within 24 hours of the date of your intended arrival at the villa, we require payment in full prior to commencing your stay by credit card or by payment in cash rupiah (IDR) upon arrival at the villa.

Failure to Pay

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.  If payment continues to fail to be made, then the booking shall be treated as a cancellation, and shall be subject to our cancellation policy.

Rates

Our quoted rates include all applicable taxes, and the exclusive use of the villa facilities and the services of the dedicated staff for the duration of your stay unless otherwise specifically stated.

Rates also include all utilities, including water, gas, electricity, any local village payments etc.

For the avoidance of doubt unless expressly stated below or during in the booking process our rates exclude the following:

• Breakfast and other meals;
• Drinks other than water, tea and coffee;
• Airport Transfers;
• Car and Driver Hire and Fuel
• Trips and Excursions
• Travel to Bali
• Additional services such as massages, laundry etc.

Breakfast

A full breakfast is able to be provided at all of our villas, and includes:

• Unlimited tea, coffee and water
• Up to 2 slices of Toast and jams/spreads
• Fresh fruit juice
• Selection of fresh fruit
• Plus one of the following:
• British Breakfast (Choice of eggs plus bacon); or
• American Breakfast (Pancakes with fruit/syrup/chocolate sauce); or
• Asian Breakfast (Fried Rice/Fried Noodles.
• Healthy Breakfast (Granola, Yoghurt and Fruit Salad)
• Children’s Breakfast (Breakfast Cereal, with fresh milk (where available))

Cost for the breakfast is IDR 60,000/guest (IDR 50,000 + 20% villa charge) and IDR 35,000/child under 10 (with infants 2 and under free) (IDR 29,000 + 20% villa charge) if paid in advance upon arrival.

If guests choose not to pay in advance, then breakfast can be ordered as required each day, but our costs increase due to being unable to plan in advance, and so the price is increased to IDR 72,000 /guest (IDR 60,000 + 20% villa charge) and IDR 42,000/child (IDR 35,000 + 20% villa charge).

We are also able to accept payment in advance for breakfast as part of the accommodation payment, in which case the amount to pay shall be £3.50/guest or £2.00/child under 10, and infants 2 and under free.

Food and Drink

All villas except Villa Daksina, provide meals and drinks at the villa. Villa Daksina provides only breakfast.

The following villas charge prices that are based on the cost of groceries, and add a 20% villa service charge on top (“Menu System”):

• Villa Kalisha
• Villa Champa
• Villa Talia Vashti
• Villa Anjani

The following villas charge the actual cost of groceries, plus a 20% (*)villa charge on top (“Grocery System”):

• Villa Daksina
• Villa Leana
• Villa Amanie
• Villa Rene
• Villa Wiljoba

(*)The villa charge goes to cover other costs in providing food and drink, including transport fuel and cooking gas, maintaining a stock of basic ingredients and refrigeration and ice.

For all villas (except Villa Daksina) if guests bring external meals and drinks to the villa, or request the staff to do so for them, then guests will be asked to pay the actual cost plus a 20% villa charge for storing and refrigerating such food and drink, and for the staff in preparing servicing and clearing up afterwards as well.

When guests order food from outside of the villa without going through the staff then we reserve the right to charge an additional fee of up to 20.000/guest/meal which will be added to your bill at the villa.

When guests bring drinks from outside of the villa, then we reserve the right to charge a corkage fee of IDR 2000/bottle of beer and IDR 30,000/bottle of wine.

Staff Services at the Villa

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 most of 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, but we do recommend a standard tip of IDR 50,000/hour or part of hour, for the extra hours worked, and this will be added to your bill.

Villa Provided Car and Driver

A car and driver are included for the duration of your stay for the following villas:

• Villa Champa
• Villa Wiljoba
• Villa Rene (Optional - an additional fee applies)
• Villa Leana (Optional - an additional fee applies)

Fuel, parking fees and attraction/airport entrance fees are not included however, and these costs, together with driver overtime of IDR 50,000/hour or part of hour after 8 consecutive hours in a day will be automatically added to your bill at the villa.

The duration of car and driver use for the day shall be calculated from the time that the driver was requested by the guests to stand-by at the villa, until the expected time that the driver will return to the villa after completing the final drop-off for the day.

For the avoidance of doubt, if guests ask the driver to standby, and then do not actually use the car and driver until a later time, then the duration of car and driver use is calculated from the time that the driver first stood by, NOT the time that the guests first make use of the car and driver.

Airport transfers using the provided car and driver are included, provided that:

• Check-In: Pickup or transfer occurs after the standard 2pm check-in time. Driver overtime will be due and payable after 4 hours, which shall be determined based on the time that the driver leaves the villa to go to the location of the guests to be picked up, until when the driver returns to the villa, and is released by the guests.
• Check-Out: Drop-off or transfer is completed before agreed and paid for check-out time, plus 30 minutes. Driver overtime will be due and payable after 4 hours (for standard check-out time, proportionally longer for later check out times);
• Costs for the use of the villa car and driver outside of these times (for example for early pick-up or late drop-off) and for the hire of additional cars, drivers or taxis for airport transfer are extra and have to be paid by the guests.

Guest Cancellation Policy

For guest cancellations made more than 6 months before arrival we will refund 100% of the amount paid, less a £50 administration fee, and any relevant bank charges or exchange rate differences where applicable.

For guest cancellations made more than 3 months prior to arrival we will refund 50% of the amount paid, less a £50 administration fee, and all relevant bank charges and exchange rate differences where applicable.

For any guest cancellations made more than 2 months before arrival, guests shall have the option instead of a refund (if eligible) to set the amount already paid against another stay with us within the next 12 months, provided such further stay is of a value of at least as much as the original booking. Where the proposed stay is of less value than the value of the original stay booked, then the amount carried forward to the future booking 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 amount already paid will be carried forward to be set against the future booking).

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.

Owner Cancellation Policy

In extremely rare circumstances an owner may inform us 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 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 us that is local to the villa that is no longer available of similar or better standard.  In the event that neither of these options is possible, then we shall provide to you a full refund of any monies that have already been paid including all relevant bank charges and exchange rate differences where applicable, together with an additional £50 payment for your inconvenience.

Minimum Stay Policy

Minimum stay for all our villas except Villa Wiljoba 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.

Minimum stay for Villa Wiljoba is 5 nights for the Christmas / New Year holidays and 3 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.

Maximum Number of Guests

Each of our villas has a standard number of guests (and a maximum number of guests) which is as follows:

• Villa Kalisha – 4 guests (Max: 7 adults / 9 guests);
• Villa Talia Vashti – 4 guests (Max: 6 adults / 8 guests);
• Villa Rene – 6 guests (Max: 8 adults / 10 guests);
• Villa Daksina – 4 guests (Max: 8 adults / 9 guests);
• Villa Leana – 6 guests (Max: 10 adults/ 12 guests);
• Villa Anjani – 6 guests (Max: 10 adults / 12 guests);
• Villa Champa – 4 guests (Max: 6 adults / 8 guests);
• Villa Amanie – 6 guests (Max 10 adults / 11 guests);
• Villa Wiljoba – 8 guests (Max – 18 guests).

We can accept more guests than the standard number of guests provided it is agreed with the owner in advance.

For all villas except Villa Wiljoba, there is an additional charge of £20/person/night for each additional guest above the standard number of guests, with infants aged 0 to 4 years old free of charge if sleeping in their parents bed (maximum 2 infants in total). Cot beds and bedding are also able to be provided at a cost of IDR 100,000/night/infant.

For Villa Wiljoba there is an additional charge of £40/person/night for each additional guest above the standard number of guests, with infants aged 0 to 4 years old free of charge if sleeping in their parents bed (maximum 2 infants in total). Cot beds and bedding are also able to be provided at a cost of IDR 100,000/night/infant. In addition at Villa Wiljoba, for groups of 8 persons and under there is an extra room charge of £40/night per room, for each room used as a bedroom above the standard 5 bedrooms.

Only the number of guests agreed during the booking process shall be allowed to stay overnight at the villa, unless an additional fee is paid as above. Additional guests are however able to visit during the day, provided that the maximum number of guests normally accommodated by the 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 normally that can usually be arranged, but only where permission has been given by the Owner and an event fee may be due and payable. The owner 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.

House Rules

Throughout the stay at our properties, guests are required to abide by usual rules of acceptable behaviour, including:

• To obey all local laws and regulations including, but not limited to those for drugs, alcohol, lethal weapons and prostitution;
• Not to hold parties or gatherings of more persons than those agreed during the booking process;
• To keep noise to a reasonable level, such that it does not disturb neighbours and local communities, especially after midnight;
• To treat our staff with respect, and not to abuse them in any way, including verbal, sexual or physical abuse;
• Not to bring animals or pets to the villa, unless agreed to in advance by the owner;
• Not to smoke inside the villa (although smoking in the outdoor areas are permitted);
• To pay the replacement cost for any damage, and any special cleaning fees, caused either by guests, or visitors brought to the villa by guests;

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.

Damage Deposit

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.

Special Cleaning Fees

If staff are required to clean up vomit, human excrement, urine, semen or blood (where such amounts or location are inappropriate) from guests, 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.

Personal Baggage and Effects

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 also provide a key for each bedroom to the guests of that bedroom.

Smoking

We have a strict no smoking policy at all of our villas. 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 of the villa and provide ashtrays if required.

Travel Insurance

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 full time of your visit against illness, incl. evacuation, injury, death, loss of baggage and personal items, cancellation and other travel contingencies.

In particular we recommend that you ensure where possible that such travel insurance covers you for cancellation in the event of serious illness, injury or death of immediate family members, including those not travelling as part of your holiday.

Responsibility

Please be advised that we 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.

Privacy Policy

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 us 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 us and ask us not to.

Complaints Procedure

We work hard to constantly improve the service and the standards at all of 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 us (Tom & Rene Springall) at info@kidfriendlyvillas.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 us to allow us so that we can try and address your complaint as best we can. It is best to send us an email to info@secludedbalivillas.com or info@kidfriendlyvillas.com.

We take any complaints very seriously and commit to respond to you as soon as we can, and in any case within 72 hours. We undertake to work with you as best we can to address any complaints to your satisfaction within 10 days of having received the complaint.