A. General Information
1. There are not rates for the dates I would like to book. What do I do?
Please contact us by email for the rate information. Our Reservation Officer will be happy to quote the rates for the period that you need. Please make sure you state the villa name, room types, and number of people together with the number accompanying children plus their ages, if any.
2. Are your rates per villa or per person?
Normally we charge on villa price. Additional person will be charged for extra bed which is inclusive breakfast.
3. Can I make a reservation directly with the villa?
You can book the accommodation directly with the villa but we cannot guarantee the prices. In general the villa will offer the “published rate” or “walk-in rate” which can be a lot higher than those offered on our websites.
4. What’s the latest time I can reserve a villa in Bali?
In general you can reserve up to 1 day prior to arrival in Bali.
5. Is breakfast included in the rates I pay?
Each Bali villa has a different policy on whether or not breakfast is included so we advise you to check the details on the villas rate page. Mostly is included.
6. Are other meals included in the room rates?
Meals other than breakfast are not normally included, and it will be at an additional cost to be paid directly to the villa.
7. Is that any car at the villa? And is this include at the price?
No, there isn’t. But the staff can arrange a car for you for daily rental. We will more than happy to arrange it for you.
8. How far from the airport?
It varies from 20 minutes to 1 hour, depends on the villa location. Please check it with our Bali villa specialist. We will inform you on the reservation confirmation.
9. How far from the beach?
It varies from 5 to 20minutes, depends on the villa location. Please check it with our villa specialist.
10. How far from nearest restaurant?
It varies from 5 to 20 minutes, depends on the villa location. Please check it with our villa specialist.
11. How far from shopping centre?
It varies from 5 to 20 minutes, depends on the villa location. Please check it with our villa specialist.
12. Maximum occupancy at the villa in Bali?
It varies from 2 to 10 persons, depends on number of villa’s bedrooms. Normally for 1 bedroom will occupy by 2 persons.
13. Is that any cook?
Yes there is. The cook will be ready to serve your menu requirement.
14. How many staff?
Minimum is 4 which are 1 Cook/Butler, 1 Gardener and 2 Securities. Now mostly of the villa has person in charge; Villa Manager, Villa Chef, Butler, Maid, Gardener, Security and Driver.
15. Security guard 24 hours?
Yes, 24 hours stand by on villa.
B. Children Policy
1. Are there any discounts offered to children?
The policy for children varies from villa to villa in Bali. Should your children qualify for a rate discount, we will pass these discounts on to you. When you make your booking, please state the number of children in your party and their age so that we can advise you of the correct villa rates that will be applied to your booking.
Generally the discount for children is applicable only when there is only 1 child sharing the same room with parents. The situations down below are the cases that frequently occurred:
- Usually, a child under the age of 6 years old can share the room with parents without any extra bed.
- Mostly, the villa will charge for an extra bed for a child under 12, but older than 6 years old.
- Some villas do require that the children pay for the breakfast at a discount rate at the time of the booking, but for some other villas this can be paid directly at the time of check-out.
- Baby cots suitable for children under 2 year can be made available upon request and may sometimes be subject to additional charges
- For 1 adult + 1 child, a full twin room rate will be charged
- For 2 adults + 1 child, the conditions vary depending on the age of the child, meals, and also the villas own policy as stated above.
- For 2 adults + 2 children sharing the same room, a triple room rate will be charged plus the children breakfast rate if applicable
- For 1 adult + 2 children, a full triple room rate will be charged
- For 1 adult + 3 children, a triple room rate will be charged plus the children breakfast rate if applicable
The children policy differs from villa to villa, and we will have to follow the villa’s own policy. Our Reservation Officer will advise the total costs for children before making an invoice to you. Please ensure that the child age is specified at the time the booking is made in order to claim any discounts (if available). Without any age information, we will have to apply the adult’s price for all cases.
2. My children are 13, 10 and 3 years old, do you count them as children?
The villa will usually see this case as 1 adult and 2 child. In general, children are those whose ages fall between 3 – 12 years of age. If your child is older than 12 years old then the full rates will be applicable. However, the children policy differs from villa to villa.
3. What about my 2-year old baby?
Children under 3 years old are normally considered as baby or infant. There will be no extra charge. Again this rule differs from villa to villa. Baby cots suitable for children under 2 year can be made available upon request and may sometimes be subject to additional charges.
4. Why do I need an extra bed for my child?
It is compulsory for the third person joining the guest room to have an extra bed at the rate specified by the villa. Therefore, if there are more than 2 people in your room you will need to have an extra bed. In addition, except that the rooms you book contain more than 1 bedroom, in general, the villa will only allow maximum 3 adults per room. If your group has 3 adults plus a child or more you will need to book more than 1 room.
5. Anything else I need to know?
On the booking form we request you to enter the age of the child, please make sure that the information is accurate for it affects the cost of your reservation. You will have to pay additional fee if the age does not match and thus incur extra costs. If child rates are not specified on the website, generally they will be billed to your account directly by the villa at the time on departure.
C. Contact Details
1. Our Contact Information
Our reservations are ready during working hours and villa manager is happy to answer your request.
Pristine Property Services (PPS)
Jalan Tunjung Sari, Padma 17
Denpasar – Bali 80117
INDONESIA
Villa Reservations
Telephone: +62 361 8444162
Mobile/Tel: +62 81 139 4688
Facsimile: +62 361 8444 511
Email: info@balivillassearch.com
Website: www.balivillassearch.com
D. Booking Process
1. How do I reserve my room?
- Select your destination and the desired villa
- Check the villa information and rates displayed on the web page
- If the villa is what you want – find out the total booking charge by giving us your arrival dates and number of nights stay
- If acceptable – and you wish to make your reservation, please fill in the booking form or just send us email details.
- Make sure you have read and understand our booking terms and conditions
- Check your booking details once more and click to book your rooms.
- That’s it!!
After the booking is submitted, our Reservation Officers will work on the booking to ensure that you get your confirmation in the shortest possible time. Once your booking is confirmed we will send you a proforma invoice for transfer arrangement. We will contact you by email so make sure that the information provided is correct. If you have not heard from us within 24 hours, do please notify us immediately.
2. How long does it take to confirm my room?
The entire process takes about 24 hours on weekdays.
3. Why the villa that I selected is not available? What do I do?
In the unlikely event that the villa does not have available rooms we will notify you by e-mail as soon as possible with an alternative villa within your preferred location and budget.
4. When is my booking complete?
Your booking is complete upon the booking is confirmed and the deposit has received. We will then issue a reservation Invoice to be presented to the villa at the time you check in, as detailed in the reservation Invoice subject.
5. What is the due date?
Due date is the cancellation deadline imposed by the villa. All reservations will be charged in full on or before the given due date. Upon confirmation of your booking, you will receive an email outlining your booking details together with the due date when we will charge the remaining balance of your villa booking. Any cancellations must also be made before this date in order to avoid the penalty charge from the villa.
6. What is a reservation invoice?
Upon confirmation of your booking, you will receive an email from Pristine Bali Villas outlining your booking details that are used for reservation and accounting to process and file your booking.
7. What are your booking conditions?
Our booking conditions can easy be found on rate page and on the booking form, as Terms and Conditions. They form the agreement between you and us upon the booking is made. Please make sure you read and understand these terms and conditions before making a booking.
E. Making Payment
1. Why do I prepay my reservation?
We are simply a travel agent for the villas available on our websites. The discounted rates are only available to us on a prepayment basis. To be able to confirm and secure your reservation, we will need the payment in full in time of your arrival. Without payment, we regret that we are not able to hold your villa reservation.
2. When and how much will you charge my card?
The cost of your reservation is required when we confirm availability of your villa.
3. How can I make payment?
We accept payment by bank transfer (We will advice our bank account for further transfer arrangement). If the payment made by the Credit Card then the credit card holder must be one of the guests checking in at the villa. Otherwise, we will need an official authorization together with the identification of the credit card holder faxed to us to confirm the payment. We will advice you once we have this facility from our bank.
4. What credit cards do you accept?
We will advise you soon once we got this facility from our bank. Normally you may make the payment arrangement to the villa, by using; Visa and MasterCard.
5. I don’t have any credit cards. Do you accept other forms of payment?
We do accept payment by bank transfer, however, with stricter conditions. As stated in the prepayment section, in order to secure your bookings we need to receive full amount of payment at least 14 days before your arrival. Therefore we recommend an early reservation in order to ensure availability. In case of cancellations, the refund amount, if any, will be subject to the cancellation charge.
6. The credit card number is correct, but it is declined. Why?
There are some reasons why your credit card may be declined. Here are the most common examples:
- The card expiration date precedes the reservation date.
- You have reached your credit limit.
- The use of your credit card is for domestic purposes only (or limited to certain countries).
- You may have provided the wrong security code on the back signature panel.
7. What happens to my reservation if my credit card is declined?
Your reservation is not confirmed. We will email requesting alternative payment information and wait for 24 hours for your response. We cannot unfortunately, guarantee the same room availability as this will depend on the destination, villa and the season.
8. I need an official receipt. Can you do this?
You can use print our reservation Invoice as your receipt. We can also send the official receipt to you by post upon request. Please contact your Reservations Officer together with the details required.
F. Credit Card Charges
1. How do I see the reservation charge in my credit card statement?
Please ask our Villa Specialist for further information.
G. Cancellations/Amendments
1. If I have to amend or cancel my reservation, what should I do and what happen?
Please let us know by fax or email. Read Terms and Conditions for details.
H. From the Airport
1. Can you arrange pick-up service from the airport?
We can arrange the airport transfer to the villa of your choice.
2. What happens to my villa booking if my flight is delayed?
If you are going to be more then 24 hours delayed then we strongly advise you inform us by e-mail or telephone or by SMS – prior to your scheduled check-in date. If you are not able to contact us, the villa is normally obliged to hold the room for the first night stay. Thereafter, your reservation is treated as a NO SHOW and will be charged accordingly.
