Please carefully read the following Booking Terms and Conditions before making your booking:
We are very much looking forward to welcoming you to Bali and are committed to ensuring you and your travel companions have a safe and enjoyable stay.
In these booking terms and conditions “you” or “your” means the person/s named in the booking confirmation letter.
The person/s named in the confirmation letter are responsible for ensuring that all other persons occupying or visiting the accommodation also abide by these booking terms and conditions.
“We”, “us” or “our” means VG Rooms.
Your Agreement with Us
Your agreement with us will begin when we issue you with your booking confirmation letter. Your agreement with us is bound by the booking terms and conditions contained herein.
We may offer you the option of provisionally holding a booking if you contact us by telephone or email. All provisional holds can be held for a maximum period of one (1) business day without guaranteed deposit. Should your deposit not be received within this time, the hold will automatically be released and the dates you require will become available for booking by others.
All bookings are formally confirmed once your deposit has been received and when we issue you with your booking confirmation letter. Your confirmation letter will set out the accommodation you have booked, the dates of your booking, the total amount payable for your booking and the dates on which final payments are due. We will issue you with your confirmation letter by email or any other electronic support.
The person/s named on the confirmation letter are responsible for all other persons occupying or visiting the accommodation during the period booked. The person/s named on the confirmation letter must be at least 18 years of age at the time of booking.
We frequently review and amend the rates we charge for our accommodation. For the most up to date rate information please check our website.
In some cases, rates published in our brochures, displayed on our website, or provided over the telephone are subject to government taxes and service charges. If government tax and/or service charges rates change, we reserve the right to amend our accommodation rates accordingly.
We will confirm the total price of your accommodation at the time you make your booking and we will detail this in your confirmation letter. The rate detailed in your confirmation letter is final and will not be reduced or increased after you have made your deposit payment. Currency exchange rates will be fixed in the booking confirmation letter.
Minimum Stay Requirements
Minimum length of stay requirements vary from property to property and will be clearly defined at the time of booking.
Maximum Occupancy for Your Accommodation
We set maximum occupancy limits in line with the facilities and equipment available at the relevant accommodation. You must ensure that the number of persons occupying the accommodation does not exceed the maximum occupancy limits set out in your confirmation letter.
Exceeding the maximum occupancy limits can overload facilities and lead to extensive damage. As such, we reserve the right to apply additional charges or require any person to leave the premises (without compensation) if the number of persons occupying the accommodation exceeds the maximum occupancy limits detailed in your confirmation letter.
Please note that this policy is non-negotiable and firmly implemented by us.
If you wish to hold a party, event, function or any other activity at the property that would cause you to exceed the maximum occupancy limit, you must obtain written permission from us in advance and in most cases special conditions will be enforced including additional cleaning and security fees.
Paying for Your Accommodation
For bookings made more than 60 days in advance:
-We must receive 50% of the total amount within three (3) business days of the time of booking.
-We must then receive the balance not less than 60 days before the start of your stay.
For bookings made less than 60 days in advance
-We must receive the total amount (i.e. 100%) within three (3) business days of the time of booking.
For bookings made less than 14 days in advance in advance:
-We must receive the total amount (i.e. 100%) at the time of booking.
If you do not make any payment by the date it is due, we will send you a reminder by email or by telephone. If you fail to make the relevant payment within 48 hours from the time of reminder, we will assume that you wish to cancel your booking. If this occurs, your booking will immediately be cancelled and the cancellation charges set out in Section “If you wish to cancel your booking” will apply.
We accept payments via the following payment methods:
-PayPal (5.5% surcharge applies)
Note: All transactions must be processed in Indonesian Rupiah (IDR) as required by Indonesian bank authorities. Any charges in United States Dollars will be converted into Indonesian Rupiah using our bookkeeping exchange rate at the date of booking. The currency and amount detailed in your confirmation letter or guest statement is the amount we will charge you. Your bank may impose additional fees on the transaction, over which we have no control.
It is your full responsibility for the payment of charges or fees due to bank transfers. Any shortage of payment to us as a result of bank transfer charges or fees is required to be paid by you upon your arrival.
If You Wish to Change Your Booking
If you wish to change any detail of your confirmed booking you must let us know as soon as possible in writing. Whilst we will do our best to accommodate your change request, we cannot guarantee that in all cases we will be able to do so.
In some cases you will be required to pay us additional rental costs due as a result of the change. We will confirm the amount of any additional rental costs due at the time we change your booking.
-Reducing the number of nights of your booking is not considered an amendment, but a partial cancellation (pro-rata cancellation fees apply).
-Changing your booking where none of your stay falls within the original dates booked is not permitted within 90 days of your confirmed check-in date.
-Changing the property of your booking is not permitted within 90 days of your confirmed check-in date.
If You Wish to Cancel Your Booking
If you wish to cancel a confirmed booking you must let us know in writing as soon as possible. Your booking will be cancelled with effect from the day we receive your written notification.
The closer your cancellation is to the start of your stay, the less likely we are to recover the cost of your booking by re-selling the accommodation. Our cancellation charges therefore increase as your check-in date approaches:
-no cancellations fees for cancellations made greater than 90 days before your check-in date;
-50% of the total amount you have paid will be forfeited for cancellations made between 30 and 90 days before your check-in date;
-100% of the total amount you have paid will be forfeited for cancellations made between 0 and 29 days before your check-in date.
We will transfer any refund entitlement to your nominated bank account within five (5) business days of us receiving your cancellation in writing. Any bank charges or fees pertaining to the transfer of your refund entitlement are your responsibility and will be deducted from the entitlement amount. We do not refund in cash.
If We Need to Change or Cancel Your Booking
We do not expect to have to make changes or cancel your booking, however, sometimes unforeseen situations occur which requires us to do so. We will only change or cancel your booking if necessary to perform or complete essential remedial or refurbishment works or for other reasons unforeseen at the time you made your booking which are beyond our reasonable control (e.g. fire, storm damage, sale of property).
If we do need to change or cancel your booking, we will do our best to offer you a suitable alternative. If we are not able to offer you a suitable alternative, or if you do not accept the alternative we offer, we will refund you the total amount you have paid us for the booking within five (5) business days.
If we offer and you accept a suitable alternative of higher rental rate than the original booking, we will charge you the difference. This is because we had to change or cancel the booking for unforeseen circumstances out of our control.
Force Majeure may be characterised by the impossibility to enter the property due to an extraordinary event or circumstance beyond the control of the parties, such as war, riot, crime or an event described by the legal term act of God (hurricane, flood, earthquake, volcanic eruption, etc.).
If Force Majeure event makes impossible to enter the property, then VG Rooms will issue a voucher corresponding to the deposit, available for one year. If obviously you cannot come to the property within the one year delay, then we will issue a 100% payback. Voucher may be transferred to another property if possible.
Visitor Standards and Behaviours
You and your party must:
-keep the accommodation and its contents clean and tidy and leave it in the same condition as when you arrived;
-immediately notify staff at the accommodation or one of our office representatives of any damages or breakages at the property;
-not use the accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities;
-not cause any nuisance or annoyance to any neighbors or anyone else during your stay;
-follow local regulations and respect the local community;
-make sure all doors and windows are securely locked when you are absent from the accommodation;
-follow the smoking rules of the accommodation;
-dispose of all garbage in the rubbish bins provided;
-minimize the use of water and switch off the lights and air conditioning when you are not at the accommodation in respect of the environment; and
-not bring pets or other animals to the property unless prior consent has been obtained from us in writing.
Please note that if you and your party do not comply with the standards and behaviours set out in this section, we may need to exercise our rights under Section “Our Rights to Evict”.
Our Rights to Evict
We may terminate our Agreement with you and ask you to leave your accommodation immediately if:
We consider that you or your party have committed a serious breach of these Booking Terms and Conditions;
We consider that you or your party’s behaviour endangers your safety or the safety of others;
Any complaints are made of anti-social or unacceptable behaviour against you or your party;
You or your party cause an unreasonable amount of damage to the property or its contents; or
You exceed the maximum occupancy limit for your accommodation.
Any eviction made under this clause will be without any refund or compensation being payable to you.
Loss and Damage to the Accommodation and/or its Contents
If you discover that anything is missing or damaged upon arrival at your accommodation you must notify us immediately at [email protected] If you do not notify us we will assume that you caused the relevant damage or loss.
You will be responsible for 100% of the cost of any loss or damage you or your party cause to the property or its contents. Any other loss or damage caused by your failure to meet the requirements set out in these Booking Terms and Conditions will also be your full responsibility.
If You Have a Problem or Complaint
We take care to ensure that the accommodation and services offered by us are of a consistently high standard. If you have any problems with your accommodation or services you receive, please contact us immediately and give us the opportunity to resolve the matter. Please contact our office representative by telephone or email us at [email protected] We will work with you to ensure that any complaints are investigated and resolved as promptly and efficiently as possible.
If you have any unresolved complaints at the end of your stay please notify us in writing and we will strive to facilitate a fair and amicable resolution. In considering any complaint we will take into account whether we have been given the opportunity to investigate and put matters right.
We will not entertain any claim or complaint lodged upon departure or thereafter when it is no longer possible to investigate and resolve the complaint effectively.
We cannot be held responsible for any nuisance or interference as a result of construction or development within the area, or for behaviour of residents, guests or their visitors at surrounding properties. If you are inconvenienced by such issues, please inform the villa staff or our office representatives and we will attempt to lessen the effects by communicating with relevant persons.
We will not tolerate any verbal or physical abuse towards any of our staff or representatives.
Our Rights of Access
Our staff or contractors may need to access the accommodation if there is an unforeseen problem, to investigate a complaint you have made, or to perform certain routine property checks and maintenance. If this is required, we will do our best to let you know in advance of the date and time that we will need access.
Some properties are for sale as well, therefore we may arrange inspections for possible buyers. We will let you know in advance and check with you how to organize.
If we do need to access your accommodation we will always try to do so at a reasonable, mutually convenient time, other than in the event of an emergency.
Our Liability to You
VG Rooms and the owner of the accommodation do not accept any liability for any damage, loss or injury to you or any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.
It is your responsibility to ensure that any insurance cover you have provides adequate cover for your needs and for the duration of your stay.
Events Beyond Our Control
We will not be responsible for any failure to perform our obligations under these Booking Terms and Conditions that is caused by an event outside our control.
An event outside our control includes (without limitation) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.
Some Practical Information for Your Stay
-Check-in and Check-out Times
Your check-in and check-out times will be set out in your confirmation letter. Typically, check-in is available from 1400 hrs (2:00 pm) on the first day of your stay and check-out is required before 1100 hrs (11:00 am) on the last day of your stay.
If you do not leave the accommodation by the required departure time, we reserve the rights to charge you a late check-out fee to cover any costs we incur. Additional charge for late check-out up to 1800 hrs (6:00 pm) is 50% of the normal rate. Additional charge for late check-out after 1800 hrs (6:00 pm) is 100% of the normal rate. Late check-out and/or early check-in will only be confirmed based on availability.
-Flight Arrival Information
Please notify us in writing well in advance of your estimated time of arrival, flight details and contact numbers. Please also notify us if your estimated time of arrival will be rescheduled in order to be able to give information to the staff at the accommodation who will be waiting for your arrival. We will never provide keys upon check-in to any person not detailed in the confirmation Letter unless prior authority from you has been provided in writing to us.
-Registering at the Accommodation
Guests may be asked to provide identification (passport or KTP) upon arrival and provide such to the local police station. This is a requirement of the Indonesian government. You may be required to complete in full a Guest Registration Form and sign these Booking Terms and Conditions upon your arrival. Failure to do so will be a breach of these Booking Terms and Conditions and we may terminate your booking immediately and without compensation.
-Compulsory Security Bond
Guests may be required to deposit one night value in USD (or equivalent amount in any other currency) refundable security deposit in the form of cash upon arrival. The security deposit must be collected upon arrival and will be refunded upon your departure less any damages, breakages or unpaid incidentals.
-Child Hire Equipment
Please note that most properties do not supply cots, high chairs, pool fence and other infant equipment however we can hire these through reputable third party suppliers (charges apply). Please contact us to find out prices and availability, bearing in mind that availability is often very limited during high and peak seasons.
If you leave any of your possessions behind at your accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur in relation to your lost property. We will hold all lost property for one month, after which it will be disposed of.
Staying in a villa is an exciting experience. There are many pros versus a hotel (privacy, space, unique architecture, freedom, contact with locals….). There are some cons too: staff do not always work 24/24, staff do not have sometimes the same training & skills as big brand employees. We are committed to deliver the best service but do not ask meals, massage, housekeeping, extra services when the staff left their work.
Changes to these Booking Terms and Conditions
We reserve the right to change, amend, vary or add to these Booking Terms and Conditions at any time and without notice.
Thank you for taking the time to review our Booking Terms and Conditions.
Please feel free to contact us at [email protected], should you have any questions or queries about the details contained herein or for more information about what to see and do whilst you’re on this tropical island.
We also offer a trustworthy, professional booking service should you be interested in pre-booking a fantastic range of tours and activities for you to participate in whilst you’re here. We’ve experienced many tour and activity options first hand and are more than happy to let you know of our experiences and provide you with our recommendations.
Thank you for considering VG Rooms and we very much hope to welcoming you and your travel companions to beautiful Bali soon!