These terms and conditions are applicable for all bookings.
By requesting an online quotation, or by completing an online reservation/booking, or by placing your booking over the telephone, or by signing and posting/faxing a booking form, you accept these Terms and Conditions as a binding contract between THE ANUVA VILLAS on behalf of yourself and any other members of your party. THE ANUVA VILLAS cannot accept your booking without a signed booking form, or a completed online reservation, or an email request to reserve your villa, or your verbal confirmation to proceed given over the telephone. A written/emailed booking confirmation sent to you by THE ANUVA VILLAS means THE ANUVA VILLAS has accepted your booking, subject to receiving your deposit.
EMAIL ADDRESS, TELEPHONE & PASSPORT COPIES
It is vital that we have a valid email address. If you change this you should inform us immediately. We correspond by email. Once your booking has been made and we have received your deposit, all further correspondence is by email or Whats App. We will also email you all of the information that you’ll require to get to the villa. We also require a mobile phone number so we can contact you during your stay. In order to comply with rentals laws, we also require a copy of all guest passports. We also require the telephone number of any person(s) who are paying for the villa rental by credit/debit card. For all payments made by credit/debit card the cardholder must be present on arrival at the villa, and must show their credit card and passport as proof of card ownership and verification.
PAYMENT, RESERVATION AND DEPOSIT
Upon booking and confirmation that your requested dates for villa rental are available we charge a non-refundable 30% deposit of the rental price, plus any additional concierge services you have booked for you and your party. Your reservation is only guaranteed once your deposit has been received. The remaining balance of the rental price, plus any additional concierge services you have booked, plus a USD 300,- fully refundable security/damages deposit is due two calendar months before the rental start date. Bookings made less than two calendar months before the rental starts must be paid in full upon booking. You will be emailed a reminder for the balance and the date it is due to ensure payment is made in time. Payments are made by bank transfer into our bank account or via credit card (details will be sent to you to make payment). Failure to make your balance payment on time could result in you losing your booking.
All rates are subject of 10% tax and service charges.
Payments made by debit or credit card. Debit cards carry no issuing surcharge. MasterCard and VISA credit cards carry at 2.5% surcharge. American Express credit cards are subject up to 3.5% surcharge. Unless agreed otherwise, all currencies will be converted to IDR, at the exact Yahoo spot market rate on the day of payment. No currency margin, or commission is taken by THE ANUVA VILLAS.
The security deposit of USD 300,- has to be paid with your balance payment. We require you to inform us of any serious damage or breakages caused during your stay, and a list of all breakages, stains, or damages in writing upon leaving. Where time permits we like to do a quick initial check of the property when you depart. We understand that sometimes this is not possible due to various time constraints; such as leaving for your return flight, your guests using the bedrooms or packing or our representative not being available / have sufficient time to check the villa. A full and detailed check will take place after your departure and before the next guest’s arrival. You will be advised of any faults or damages found after this detailed check (pictures will be taken if possible) and we will advise you as soon as possible the cost of repair or replacement. Sufficient time must be allowed for us to do this, as we are often waiting for suppliers to give us quotations.
Anything damaged, spoilt or broken will be charged at the replacement cost. We make a charge of USD 35,- per hour to cover our time obtaining quotations, labor, travel, telephone, and any additional work required to fix, repair or replace broken or damaged items in time for our next client. Any items having to be purchased will be replaced with ‘like for like’, of the same quality and standard. No ‘mark-up’ will ever be added.
The security deposit will be refunded after the property is fully cleaned and checked as detailed above. Should the security deposit not cover all the damage, repair or replacement caused then we will request extra funds to make up the difference. You authorize us to charge your credit card to cover such additional damage or replacement costs, or if no credit card was supplied you agree to transfer the additional funds within 7 days of the notification of the extra costs.
ARRIVAL AND DEPARTURE TIMES
On the first day of your rental, the villa will be ready for you from 3pm. You may arrive between 3pm and 8pm. However in some cases, we are able to arrange for you to drop your bags at the villa if you arrive earlier. If your flight is delayed or cancelled, you are required to contact THE ANUVA VILLAS so we can notify everyone involved. Failure to notify us of any flight delay or expected villa arrival time of more than 30 minutes, will result in a charge of USD 50,-. If there is any delay, please call and text the mobile number of the villa manager you have been given in your arrival information. If for any reason you can not contact the villa manager you may phone us day and night. Or you can contact us on What App : +6281999907771 and +628180618962
On your departure day please be ready to meet our representative for an initial villa inspection between 8am and 11am. The villa must be vacated by 11am.
Unless by prior agreement with THE ANUVA VILLAS, failure to leave by 11am will incur an extra half day rental charge. Failure to leave by 2pm on your departure day will incur an extra full day rental charge.
CANCELLATION AND REFUNDS
If you cancel your booking more than two calendar months before your arrival date then your will lose your 30% deposit only and any non-refundable concierge costs. If you cancel your booking between 2 calendar months and 4 weeks prior to arrival then you will be liable for 50% of the villa rental and any non-refundable concierge costs, and if you cancel less than 4 weeks prior to arrival then you will be liable for 100% of the rental and concierge costs.
No exceptions to this policy can be made for any reason, therefore holiday insurance with a cancellation policy to cover any such rare occurrence is strongly recommended.
CHANGES TO BOOKING AND PROPERTY AVAILABILITY
THE ANUVA VILLAS reserves the right to amend the booking dates. This may be due to several reasons, not limited to but including, war, adverse weather conditions, riots and or matters concerning participants safety, operational circumstances such as damage caused by fire, or the villa becoming unusable due to utility company work or lack of services, leaks, repair work or any other such reason. In these circumstances the booking may need to be adjusted accordingly. THE ANUVA VILLAS is not liable for any additional costs or losses that may be incurred by the client due to the change of booking. This includes, but is not limited to, any extra hotel reservations or car rentals, or the cost of non-refundable airline tickets. Situations may arise which, in our opinion, make it necessary for us to alter the normal booking schedule. If you cannot accept the dates of any new booking that THE ANUVA VILLAS propose then THE ANUVA VILLAS will refund monies you have paid for to us in full. We advise that your travel insurance covers holiday curtailment.
In the event before your arrival or during your period of rental your villa choice becomes unavailable or unusable for any reason we reserve the right to offer you an alternative property of the same level of quality and in a similar area, or to refund all monies paid to date and cancel the booking. We reserve this right in the case of availability clashes, unexpected, unforeseen or uncontrollable situations. Should THE ANUVA VILLAS successfully be able to you offer a similar property and location, a pro rata refund for the difference will be refunded if the property offered is a lower rental cost for the same period. If THE ANUVA VILLAS is not able to find a similar property then a full refund of monies paid will be returned, or in the case that some time has been used already at the property before it becomes unavailable then a pro rata refund will be given. This constitutes the maximum liability of THE ANUVA VILLAS. THE ANUVA VILLAS are not responsible for any other expense or costs incurred including rearranging or cancelling flights or car hire. We strongly recommend holiday insurance cover.
THE ANUVA VILLAS recommends that you take out adequate travel insurance, including cover for medical treatment, accidents and repatriation, and holiday cancellation and curtailment. It is your responsibility that you arrange, or ensure your party have appropriate comprehensive travel insurance. This to include cover for illness, personal injury and travel delay/cancellation. We assume that such a policy is in force before you depart.
VILLA RENTAL RATES AND PRICE GUARANTEE
Prices quoted or viewed on our website are those in effect at the time when you made your booking, and remain guaranteed once the 30% reservation deposit has been paid. Once a price has been agreed and deposit paid THE ANUVA VILLAS will not change this price under any circumstances, thus guarding against any future price increases.
We are responsible for providing the services listed on our website, where it is within our control. We carefully and regularly monitor our properties. THE ANUVA VILLAS cannot guarantee that all items listed on our website will be functional at all times, however all endeavors will be made to rectify any problems as soon as we possibly can. We reserve the right without prior notice to withdraw any part or all of the facilities available, and to make such changes as may be necessary. Furthermore, it is agreed by you that the owners, operators and agents of the rental properties of THE ANUVA VILLAS are not the guardians of any customers safety and they, individually or collectively, cannot be held liable in any way for any occurrence, which might result in illness, injury, death or other damage, loss or theft to the customer, his property, or his family, heirs, or assigns. The liability of THE ANUVA VILLAS is limited to a total of the booking price irrespective of the title/claim.
THE ANUVA VILLAS AGENTS AND REPRESENTATIVES
Our agents and representatives are not a party to this contract, nor are they responsible or liable for failure to provide any service as may be described in our literature pertaining to the contract.
YOUR DUTY OF CARE
You agree to keep the villa at all times clean and tidy. If any spillage occurs or breakages it must immediately be wiped and cleaned. Under no circumstances can glass or crockery be left outside as it attracts insect and rodents, as well as can be broken by the wind. Under no circumstances can glasses, bottles or crockery be taken into the pool or bathtub. Plastic glasses, plastic bottles and drinks cans must only be used. If a member of staff sees any glass items or bottles either in or around the pool then the pool will be drained and checked for broken glass. Depending upon the pool size a cost between of USD 1200,- and USD 2500,- will be charged to replenish the water and the pool will be closed whilst this happens.
You make sure that the villa is in the same condition when you leave, as it was when you arrived. You must leave the villa clean and tidy in all rooms, glasses and kitchen items must be collected and washed, and any rubbish must be bagged and disposed of before you leave. It is acceptable to load the dishwasher and start the cycle. Towels can be left in the bathrooms. If the villa is not left in a normal “usage” clean and tidy state then you will be charged USD 300,- for an extra villa cleaning service. Please let us know immediately if something gets broken, stained, marked or damaged during your stay so that we can replace it at once. Depending on what is broken, we may have to make a charge.
When you leave a room you must turn off the lights, fans, and especially air conditioning and other high-energy consumption devices. Air conditioning should never be left on in rooms unoccupied as it only takes 5 minutes to cool a room. Again, air conditioning should never be switched on in rooms with either doors or windows open, this not only defeats the purpose of putting on the air conditioning, but can also lead to breakage of the air conditioning system as it will be overworking trying to cool a room to a desired temperature that it will never be able to reach. If our staff see air-conditioning left on in unoccupied rooms, and rooms with exterior doors and windows left open they will disable the air conditioning unit immediately.
The villas are thoroughly checked before your arrival for any damages and any problems that cannot be fixed are recorded. If you see any stains or markings especially on fabrics, scratches on glass surfaces, broken items of furniture, doors or any item not functioning, you should report it as soon as possible after you arrive and within the first 24 hours after arrival. After you depart the damages found during by the villa representative will be final.
YOUR VILLA INCLUDES
The use of the villa and its facilities as described on our website or your booking confirmation. Please note, THE ANUVA VILLAS cannot guarantee that all items or facilities listed on our website will be functional at all times. If you or we find a fault, all endeavors will be made to rectify any problems as soon as we possibly can, you must advise us straight away of any such problems. Items do breakdown, and utility services can get interrupted however rare. No refunds or rate adjustment shall be made for unforeseen mechanical failures. At times we can be in the hands of outside contractors, or waiting for spare parts, but we will push them as hard as we can to rectify any faults as quickly as possible.
We will hand over two sets of keys.
All keys and security cards must be well guarded and returned to our villa representative upon your departure. If any keys or cards are lost, a front door security costs USD 70,- to replace.
In the bedrooms at our villas in we have installed small safes where you can store your valuables. It is strongly recommended that it be used to store valuable items such as passports, cash, travelers checks, mobile phone, cameras, and jewelry. Any valuables left at the property are the guests’ sole responsibility and neither THE ANUVA VILLAS nor the staff can be held responsible for any loss or damage of personal property. If you do not remember the login code, please inform the villa representative immediately. If the villa staff are required to open the safe outside of normal working hours then a charge of USD 50,- will be made.
Our properties are non-smoking properties. Smoking is only allowed outdoors and at the pool area. Please do not throw cigarette filters or cigarette/cigar stubs in gardens or plant pots. If our gardener is required to collect cigarette stubs from these areas a charge of USD 35,- per hour will be made for his time in doing so. If the house smells of smoke then a cleaning of the fabrics will be performed which will cost between USD 200,- and USD 400,- per room depending upon how much of the villa (sofas, curtains, linen etc.) need to be cleaned.
THE ANUVA VILLAS, our maintenance team, gardener, housekeeping staff, the representatives of THE ANUVA VILLAS or their subcontractors have the right of access to the properties at any time with due regard to the convenience of the renter for the purpose of linen changes, pool cleaning, garden maintenance, inspection and/or viewing of the property and to carry out any essential or routine repair or maintenance work.
Except for the essential repairs, maintenance, cleaning and regular gardening we will make every effort to schedule such brief showings at a time convenient to you, to respect your privacy, and not interrupt your stay.
OCCUPANCY / MAXIMUM CAPACITY OF PROPERTIES / ADDITIONAL GUESTS
Under no circumstances may more than the maximum number of persons specified in the property description, and listed on the booking confirmation, whichever is lower, occupy the property except by prior written agreement by THE ANUVA VILLAS. The property cannot be re-let or sublet to any other group/party or individual without the written approval of THE ANUVA VILLAS. The maximum standard number of guests for our villas is 6.
The number of guests that our property can accommodate can only be increased by prior arrangement. The total number of persons allowed in the villa at any one time is restricted to the number of persons confirmed on the booking confirmation. Should a group arrive with more guests than agreed, they will be required to pay USD 100,- for each additional guest per night, for the duration of the whole rental period. At THE ANUVA VILLAS’s discretion the extra guests may be asked to vacate the villa immediately. Exceptions to this clause are made only for infants under 24 months old at the time of travel.
If you wish to increase the number guests you may request this at least 72 hours before arrival.
This covers general cleaning of the villa, to keep the pool clean, tidy the house, to change beds and clean the bathrooms. It is not the housekeepers responsibility to cook, serve, wash dishes, or pots and pans, or to clean up after guests. If you would like such additional maid services please make this request at the time of booking as we can provide additional help.
We provide a full bedding, bathroom towel and beach towel change at the start of each rental. We then provide another change every day of towels. For bookings of 5 days or less we provide one bedding and towel change every day. Additional daily bedding changes can be arranged.
For additional/after-hours service please contact us.
WEDDING AND CORPORATE EVENTS
Weddings and special events are permitted, however please contact us to discuss your requirements. An additional deposit may be required based upon the event. We can hold intimate weddings and medium sized weddings or events. If you would like us to help you organize your event/wedding we can also outsource wedding or events using specialist wedding planners and catering company. We only allow approved catering companies at our properties. This is to ensure high quality standards, to prevent damage to the equipment, to have knowledge of the kitchen and equipment, and be familiar with the distribution and layout of the properties. It also provides you with security and our suppliers are trusted partners. When having a wedding or corporate event with us, a wedding / event fee can be discussed, depending on your needs.
Guests at events shall always be respectful of the property, and adhere to our and the communities noise rules (Please see NOISE DISTURBANCE, EVICTION below), so as not to disturb other residents of the neighborhood, particularly after 10.30 pm at night. If we discover that the wedding or any sort of group gathering has more persons than officially scheduled and paid for at the villa, and/or without our advance written permission, the party is subject to forfeiture of the entire villa security deposit, and will be requested to immediately pay the difference to the appropriate villa event fee.
PRIVATE CHEFS AND CATERING PROVIDERS
For the protection of the property and our guests we only allow approved third party catering suppliers. If you would like a private chef we can help arrange one for you. Our chef welcomes you mostly and knows THE ANUVA VILLAS. In the past we have found that chefs need access to the villa very early and late and this can compromise the security of the property unless we approve the chef. Chef’s also have a habit of being very messy, and can cause extensive damage to the kitchen of a private villa. For this reason we only allow chefs approved by THE ANUVA VILLAS in advance. A charge of USD 125,- a day is made for each day a chef is used not arranged by THE ANUVA VILLAS. Any damage caused by a chef or caterers you contract is the responsibility of the guests. Under no circumstances can third party contractors be given keys or property access codes.
OTHER EXTERIOR CONTRACTORS
For the protection of the property and our guests we only allow approved third party suppliers. All guests must request the approval by THE ANUVA VILLAS in advance. This includes all third party suppliers including babysitting services, fitness instructors, DJ, musicians and all entertainments services. Under no circumstances can third party contractors be given unaccompanied access (without the prior approval of THE ANUVA VILLAS), or keys or property access codes.
NOISE DISTURBANCE, EVICTION
Our properties are all located within a tranquil Vali location. We therefore request you respect our neighbors and keep your noise to acceptable ‘talking’ levels. If you wish to play music in the evenings then please do so but inside with the doors closed only – never too loud outside. Loud music inside the villa should not be played after 10.30pm. Please keep background music to talking levels when outside. Failure to observe these rules could result in immediate eviction in severe cases and/or loss of your security deposit.
THE ANUVA VILLAS wishes to maintain a family atmosphere for the quiet enjoyment of our guests. We rent to families and responsible couples and adults. Guests shall be respectfully quiet and peaceful, so as not to disturb other residents in the immediate area. The community have very strict rules regarding noise that must be respected. These set strict guidelines is to control excessive noise. It is a criminal offence for people to cause noise and nuisance which results in people being unable to relax and enjoy their home and community life.
To avoid noise and nuisance to neighbors it is recommended:
• To monitor the level of sound being emitted from electronic devices at all times of the day.
• Place music systems on rubber mats and facing towards our properties to help absorb sound.
• If going out or returning home late at night take extra care not to disturb neighbors through loud voices and slamming of (car) doors.
• Make sure the children are playing in a way that is considerate to neighbors and not causing a disturbance.
If we receive a complaint from our neighbors we will notify you directly to reduce your noise. If we then receive a second complaint about careless or excessive noise our community will penalize us with a USD 250,- fine. This amount will be deducted from your security deposit. If we receive a third complaint, this complaint is likely to result in contacting the local authorities and/or police requesting that the person responsible reduces the noise and nuisance to neighbors and the community. At this stage the local authorities may request the villa to be vacated which will result into immediate eviction. If this happens your deposit will be forfeited. The penalties for causing excessive noise are both quickly administered and strictly enforced.
Generally we do not accept animals to any of our villas. However, there may be certain exceptions, such as dogs for the blind. In such cases you must obtain written permission from THE ANUVA VILLAS.
UTILITY USAGE AND ENVIRONMENT
THE ANUVA VILLAS take special care to minimize the impact we place onto the Bali environment. We feel it is both ours, and our guests responsibility to care for the environment. We therefore ask you to think carefully and be thoughtful about the usage of both water and electricity. Included within the cost of your holiday rental is electricity usage. This is ample for normal use of air conditioning, lights, electrical facilities and the pool. Some clients unfortunately leave all lights, fans, air conditioning running 24 hours per day. If you do this then the cost of a week’s electricity is likely to be 3 to 4 times the level of normal household usage. Extra usage over USD 125,- will be deducted from your security deposit. For example air conditioning should never be left on in rooms unoccupied as it only takes 5 minutes to cool a room. Again, air conditioning should never be switched on in rooms with either doors or windows open, this not only defeats the purpose of putting on the air conditioning, but can also lead to breakage of the air conditioning system as it will be overworking trying to cool a room to a desired temperature that it will never be able to reach. Fans should also be switched off when the room is not being used, as should lights and other electrical items.
We thank you in advance for your consideration. It not only helps us to keep our rentals prices as low as possible, it also saves you any extra costs after your holiday, and helps protect our Bali environment as well.
LIABILITY, DUE CARE AND SUPERVISION/INDEMNITY
You accept and acknowledge that you are responsible and liable for the safety and well-being of all your guests, third parties you contract, and any other persons you invite to stay at our properties during the time of the rental. You and your guest(s) are required to take due care when residing at our properties and be especially watchful of children playing in the gardens, near or in the pool, remembering there is no lifeguard, and surfaces can be slippery. Children MUST be under supervision of an adult at all times when staying at the villa. You are not permitted to enter our properties when wet from swimming, as the floors can be slippery. Damage or injury arising as a result shall not be the responsibility of THE ANUVA VILLAS. THE ANUVA VILLAS will be blameless for any injuries incurred during your stay. You are encouraged to act responsibly and courteous during your stay. Under no circumstances can glassware be taken into the pool area, jacuzzi or pool.
LOST AND FOUND
Items left at a property will be returned only upon request and at the guest’s expense. THE ANUVA VILLAS is not liable for lost items. THE ANUVA VILLAS will only hold items for fourteen (14) days before they are discarded.
Weather conditions can be unpredictable, and can change quickly and significantly. THE ANUVA VILLAS cannot be made liable for unpleasant or unsuitable weather conditions and no refunds are made for such conditions.
THE ANUVA VILLAS cannot predict construction plans in the area and therefore cannot be held responsible for any inconvenience. In the event of building works taking place by local authorities, private developers or neighbors, it is important to note that we are not responsible for such work and we are unable to stop such work taking place and we are unable to control the level of noise. We cannot be held responsible for any building works that take place during your rental period. No refunds can be given in the event of nearby construction.
Your villa comes with this service. Please be aware of the following conditions:
• Breakfast is included which may include the following: fresh fruits, yoghurt, muesli, cereals, freshly baked croissants/pastries, bread, toast, butter & premium jams, fruit juice, and a selection of teas and coffee. Our free breakfast service does depend on time of the year.
• A chef for lunch and dinner can be offered, but you must let the villa manager know at least 7 days in advance if you require the chef for lunch or dinner in the coming days, and at which time. Lunch can be between 12 and 2pm, and dinner between 6.30pm and 8pm.
• You must let us know what you would like to eat at least 7 days in advance to allow time for shopping for ingredients and meal planning. Menus will be sent to you in advance to enable you to choose your meals. Payment can be made by credit card if the orders are made before arrival, otherwise payment must be made in cash at least 48 hours before each meal. This means for your first two days of meals payment must be made in cash upon arrival at the villa to your villa manager.
• Menus cannot be mixed. Each menu you choose must be for all members of your group except children under the age of two. For children aged between 2 and 8 years you can replace any menu with one alternative choice from the children’s menu. Once you have made your menu choice and informed us it can not be changed, due to the fact that we schedule our chef depending upon what is chosen, plus we also immediately try to buy as much products in advance as possible.
• A villa pre-stocking service can be managed. It is for a maximum quantity of items that can fit into the boot of one family car. Any quantity of items greater than this then there will be an additional charge for hiring of a van, as well as the time spent loading and unloading the van at USD 35,- per person per hour. Please also note, sometimes it may not be possible to purchase the items requested. Our staff will always give their ‘best effort’ to get a similar product, but may not be able to find it at all.
• Airport transfers are included under the following terms. We offer you one free minibus transfer for every 6 guests at both the start and end of your holiday. If you require additional transfers these can be provided for extra costs.
Means any unusual and unforeseeable circumstances beyond our normal control, which the consequences of could not have been avoided even when exercising all due care. Such circumstances or events include, but are not limited to, war, or threat of war, riot, civil unrest, industrial disputes or strikes, unavoidable or unforeseen technical problems with the villa, transport, or closure or congestion of airports, terrorist activity, natural disasters, industrial disasters, fire, theft, flooding and adverse weather conditions. In the event of any of the above refunds or compensation payments cannot be made.
Verbal changes of contract are not valid unless agreed and confirmed in writing by THE ANUVA VILLAS.
LANGUAGE, PRINTING, TYPING, TERMS & CONDITIONS, CALCULATION ERRORS AND OMISSIONS
THE ANUVA VILLAS reserve the right to correct any printing or typing errors, omissions or calculation mistakes at any time. We also reserve the right to amend our terms and conditions that apply to your booking at any time and without prior notice. In all matters the original English language version of these terms and condition take precedent.
The Anuva management
1 October 2019