Frequently asked questions

RESERVATION

How do I reserve my room?


  • Click here to reserve online for Bali Emerald Villas
  • Click here to reserve online for Bali Golden Villas
  • Click here to reserve online for Bali Jade Villas
  1. Select Arrival and Departure Date
  2. Select the Villa of your Choice if available for selected dates or choose other dates.
  3. If you have a PROMO CODE (COUPON), please enter it with the link on top of the page.
  4. If available, click BOOK NOW
  5. Select the room rate of your choice and click BOOK
  6. Enter Guest details (Name, Number of Adults, Number of Children)
  7. Enter Guest details at PAYMENT section
  8. Tick “I have read and accepted the Terms and Conditions”
  9. Click Book Now
  10. You are now being redirected to PayPal page
  11. If you have a PayPal account, log in. If not, just fill in your credit card details. Then click continue to complete the payment.

Email us your reservation details or call our Sales Dept. 62-815-58900389.

If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.




Can I specify special requests (late check-out, airport transfer, etc.)?


If special requests are accepted, a section will appear on the Reservation Page to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability. Please note: You can book airport transfer directly with your Villa on the Reservation page.




Is the room rate per person or per night?


All rates displayed are nightly, and based on double occupancy per room unless otherwise specified. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property's discretion. Some rates may require special identification.




What happens when I make a reservation?


Online Reservations will be completed on our BookandLink reservation pages and you will receive an email confirmation from that system. In addition to that, online PAYMENT with PayPal will also send you an email to confirm your payment.




How long will it take Bali Luxury Villas Sanur to respond to my reservation request by email?


All reservation requests by email will be followed up within 48 hours. For urgent matters please specify in your email or call us.




Once I have made my reservation, will I receive any written confirmation from the hotel?


Yes. For online reservations you will receive a booking confirmation from our BookandLink reservation system. For offline reservations, we will email you a confirmation.




What is the cancellation- and booking policy on my reservation?


When you are completing a Reservation, the Cancellation Policy will be provided within our Booking Policy. These policies will vary from room rate to room rate, so you must read each one carefully. Our Booking Policies are:

  1. 'Early Bird' Rate (Minimum 30 day advance booking) requires a 100% payment at the time of booking and is non-refundable.
  2. 'Minimum 3 Nights' Rate requires a 100% payment at the time of booking and is non-refundable.
  3. 'Pay at Check-In' Rate does require a 10% payment of the booking at time of booking and is refundable if cancelled at least 14 days before arrival date. If cancelled or modified later or in case of no-show, the total amount of the reservation will be charged.
  4. All children are welcome.
  5. Free! All children under 1 year stay free of charge when using existing beds.
  6. A child under 2 years is charged IDR 160,000 per child per night in a cot/crib.
  7. An older child or adult is charged IDR 400,000 per night in an extra bed.
  8. The maximum number of extra beds/children's cots permitted in a room is 1(One).
  9. Any type of extra bed or child's cot/crib is upon request and needs to be confirmed by management.
  10. Supplements are not calculated automatically in the total costs and will have to be paid for separately during your stay.
  11. Pets are not allowed.




How do I cancel a reservation?


Cancellation is only provided if you booked ‘Pay at Check-in’ Rate. Please read our Booking Policies.




Can I make a booking on behalf of another person but pay it with my own credit card?


Yes, you can.




If I am making a booking for one room for 2 persons, do I need to provide both names?


No, you only need to provide one name. The person named in the booking must be present during check in.




How do I check if I have successfully made a booking?


You will receive a confirmation/booking reference number upon successful booking with full payment.




Must I print out my booking reservation?


It is advisable to print out your booking reservation for reference and easy check in at the Hotel. If you don’t have a print out of your reservation, please confirm your booking details at the Reception Desk and provide your identification.




Is there a minimal number of nights I must book?


One (1) night.




What is the maximum number of nights I can book?


The maximum number of nights per booking is thirty (30) nights. For Stays exceeding 30 nights please contact reservations.




Can I cancel my booking?


Other than Pay at Check-in reservations, bookings cannot be amended, modified or cancelled. Any booking cancellation or failure to arrive on the scheduled check-in date will be treated as a no-show in respect of a booking and will result in the total payment under that Booking Confirmation (including any Add-on charges together with any applicable tax paid) non-refundable and will be forfeited.




Does Bali Luxury Villas Sanur offer refunds?


Other than for Pay at Check-in reservations which are refundable if cancelled at least 14 days prior to arrival, Bali Luxury Villas Sanur does NOT provide any refunds.




Are meals included in the price? Is breakfast included?


No, meals are not included. You may however purchase our breakfast sets during the booking process.




Can children stay unaccompanied in the Hotel?


No, and by children we mean anyone under the age of eighteen (18) years of age.




What if there will be more than two adults in the room?


Most hotels allow additional guests to stay in the rooms at a charge. Some hotels and most vacation rentals have a limit on how many people can stay in a room. We charge IDR 400,000 for an extra bed and IDR 160,000 for a baby cot.




Our children will be with us... do they stay free?


Free! All children under 1 year stay free of charge when using existing beds. A child under 2 years is charged IDR 160,000 per child per night in a cot/crib. An older child or adult is charged IDR 400,000 per night in an extra bed.





CHECK-IN and CHECK-OUT

Can I check in if the booking is under someone else’s name?


No, only the person whose name and valid ID stated in the booking confirmation will be allowed to check in.




What is the earliest time I can check-in?


The earliest time you can check-in is 2.00 pm.




What is the latest time I can check-out?


The latest time you can check-out is 12.00 am on the check-out date.




What should I prepare when check in?


International Guests are required to present a passport as proof of identity. For all Indonesian citizens it is required to present any valid photo identification.




Where do I pick up my vacation rental keys?


The Keys for your Villa will be provided to you at our Hotel Reception (Bali Emerald Villas) after your Check-in process has been completed.





PAYMENT

Is it safe to use my credit card?


Yes. We take this matter very seriously. To ensure your security, we use PayPal as our online payment facility, which encrypts the credit card number and encodes it into a non-usable form.




What credit cards do you accept?


The card types accepted will be listed in the PayPal section. For invoiced payments we accept VISA and MasterCard.




My credit card number is correct, but your hotel is not accepting it. Why?





In what currency do I pay for my stay at the Hotel?


Payment would be in Indonesian Rupiah (IDR) if you pay at check-in. For online payment we offer to pay in various currencies.





OTHER

Is there an F & B outlet in the Hotel?


Yes. Bali Emerald Villas offers a Restaurant with Room Service from 7 AM to 9 PM (last order).




Is there Internet access in the Hotel?


Free In-room Wi-Fi is available at all our Villas and at our public areas.




Do the rooms have En-suite bathrooms?


Yes, all the rooms have En-suite bathrooms equipped with shower and bath tub.




Are the rooms air-conditioned?


Each room is equipped with one air-conditioning unit and the living area comes equipped with a ceiling fan.




What are the beds like in the rooms?


Most Villa rooms come with Double Beds.




Are bed linens provided?


Yes, all the beds come with a full set of linen (bed sheet, duvet & pillows).




Does the Hotel provide additional or have extra beds available?


Yes. We charge IDR 400,000 for an extra bed.




Does the Hotel provide towels, soap, shampoo etc.?


Yes.




Is there room service in the Hotel?


Yes. Room Service is available from 8 AM to 9 PM (last order).




Do the Villas come with a telephone, television, radio, safe, mini bar, tea and coffee making facilities?


Telephone, Television, radio, tea and coffee making facilities are provided. In-room safes are in all rooms Mini Bar is not available.




Are there electrical power points in the rooms?


Yes, there is at least 1 electrical power point available in the room.




Do I have to clean my room? Is there housekeeping service?


Housekeeping service is provided. Every Villa has its own Maid from 9 AM to 4 PM.




What are the Services available at the Bali Luxury Villas Sanur?


For a full range of our optional services please refer to our Services page.




Can I smoke in the Villa rooms?


No. Bali Luxury Villas Sanur is a non-smoking Hotel. But it is permitted to smoke in non-enclosed areas of the Villa.




Are guests allowed in the villa/room?


Yes, guests are allowed in the Villa in the company of the Villa guests.




Can I bring my pet to Bali Luxury Villas Sanur?


No. Pets are not permitted.




What is a Vacation Rental?


A vacation rental is any Villa or Suite-type lodging that has self-catering facilities (wet bar, refrigerator, microwave, etc.) Most vacation rentals have separate bedrooms, fully equipped kitchens, one or more bathrooms, washer and dryer, and sometimes a balcony or patio. Towels and linens are provided. Daily maid service and other hotel conveniences are usually available. Unlike hotels with per person pricing, there is a set price for an entire vacation rental with a maximum number of persons allowed. Most one-bedroom units sleep a maximum of four using a sleeper/sofa in the living room. Most two-bedroom vacation rentals sleep a maximum of six, and most three-bedroom vacation rentals sleep up to eight. Please carefully read the vacation rental descriptions to learn the specifics of what is provided and how many people are allowed.




What type of customer service is offered?


Our qualified and friendly reservation staff are available during office hours (9 AM to 5 PM, 7 days a week and 365 days a year (including holidays) to answer your questions. All you have to do is ask. Don't hesitate to contact us should you encounter any problems while you are here. You can speak with us by phone at 62-815-58900389. Or email us.




Is there a hotel transfer to/from the airport?


Yes. You can book it online with your Villa booking, Email us or book it at our Hotel Reception while staying with us. See more details.




Is parking available? Free parking? Long-term parking?


Yes. Free Parking for our guests is provided at our Villa properties.




What are the directions to the hotel?


The location information of our Villas is listed on the Contact us page. This can identify the distance from the hotel to certain landmarks or the airport.




Can I store my bag?


Yes. Please contact the Reception/Concierge.




Does your hotel offer currency exchange?


Yes. Please contact the Reception/Concierge. You can change a maximum of USD 200 or equivalent in AUD and EURO.




What airports are nearby?


Bali Ngurah Rai International Airport is only 15 km away. About a 30 minute drive.





REFUND

What is the Bali Luxury Villas Sanur Refund Policy?


Bali Luxury Villas Sanur strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances pertaining to your reservation. However, Bali Luxury Villas Sanur acts only as an independent agent. Therefore, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers.