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Terms & Conditions

Summary of our site usage agreement, service terms, and conditions.

By using this official website of Astadala Hospitality, you agree to these terms and conditions. These materials are provided by Astadala Hospitality, Bali – Indonesia, its subsidiaries, affiliates and related entities (“Astadala”, “Astadala website”, “Astadala brands”) as a service to its customers and may be used for informational purposes only.

Astadala brands including it’s official websites are:

List of official Astadala website domains (including its subdomains) :

  • www.astadala.com
  • www.astadala.net
  • www.astadala.co.id

Please be aware when accessing, interacting, and communicating online with Astadala and its entities. Any internet domains other than above (“Astadala brand’s websites”, “Astadala website domains”) including its subdomains, that may has similar names or sounds are not belong and or managed by Astadala Hospitality.


About Villa/Hotel Rates and Prices

The most accurate sources of our rates and prices can be viewed at our official websites; www.astadala.com (the corporate site), or from each of Astadala brand’s sites, and also by calling our Reservation center directly at +62 361 736 928 (Bali office hour: 9 am – 5 pm, GMT+8). Rate and price information from those sources are the best possible pricing that can applied to the villas or hotel, and or any other services provided by Astadala brands.

All prices are quoted, and must be paid in Indonesian Rupiah (IDR).

Any price display followed by “Nett” word indicates that the rates are inclusive of 21% tax and service charge, while price display followed by “++” sign indicates otherwise (not includes, or subject to 21% tax and service charge).

Villa and hotel prices are valid for single or double room occupancy including breakfast, standard amenities and services.

Villa and hotel prices will fluctuate and vary at any time without notice, depend on; seasonal, availability, special offers, and other conditions. High/peak season surcharge or compulsory dinner charge may apply on certain period. Please always check the latest rates and availability on this website regularly for your preferred staying dates to view the applied final price.

All prices, including any special rate quotes given to you on case by case basis (through website, email, or phone) always has a limited validation. Confirmed and paid booking must be made to claim such offer before expires.

Note on Rate Guarantee and Rate Discrepancies
Cheaper, lower, better price, or any other inconsistencies that you might found when comparing to other 3rd party sources like; online travel agents or booking sites, might be resulted from unauthorized conduct of the pricing distribution system, or simply caused by any possible errors as the technical nature of the Internet. In some rare but possible cases, Astadala reserves all the rights to dishonor such booking/reservation.

As a rule of thumb, the safest way to ensure that you will get the right price and make the right booking is to book and confirm with us directly. But, regardless of your preferred booking channel, if you find a better deal compared to the official website, please do re-confirm with us (either by email or phone) to make sure its validity. Again, because in some (rare but possible) cases, we reserve all the rights to dishonor such booking/reservation. We do have the Official Best Price Guarantee to make sure that you get the best possible deal.

We guarantee that you will get the best deal available online from this official website or by contacting us directly. More details about Astadala Best Rate Guarantee.


Making Reservation

To make a confirmed reservation2 before your check-in date/time, you have to have an active and accessible email address, regardless the booking method that you will choose (through website, email, or phone). We will only send you the reservation confirmation by email as proof of booking.

Reservation Guarantee
To secure your villa reservation allocation, an advance payment/deposit is required by your selected payment method. Guarantee amount will vary from one night charge to full charge depends on factors such as; types of offer, seasonal/booking period, length of stay and other terms and conditions specific to your reservation.

Without guaranteed payment, no villa allocation will be kept/guaranteed for your reservation, and will be subject to availability on your check-in date.

You can make a reservation either by:

  • Booking through Website
    Our website www.astadala.com or any of Astadala brand’s websites are available 24 hours to handle your request. Valid credit card is required. We have provided a secured instant-availability-confirmation reservation system provided by The Booking Button (by Siteminder) in our website for you to use. Please note that the confirmation you will receive after make an online booking is to confirm the availability only. Your payment is not processed yet. Our reservation center will send you a separate document request to your email to authorize your credit card payment.
    If in some case the credit card charge is failed (see common types of failure), you may provide another credit card details, or select another payment method.

  • Booking through Email
    Emails to us is available for response within 24 hours, during our office hours (9 am – 5 pm, GMT+8). You can send us your detailed inquiry by email to our Reservation Center email: (when apply, please mention one of your preferred Astadala brands in your initial inquiry for property identification1). Upon agreement on the deal, our reservation center will ask for your preferred payment method.

  • Booking through Phone
    Our phone line available during our office hours (9 am – 5 pm, GMT+8). Please call our reservation center at +62 361 736 928, and when apply, please mention one of your preferred Astadala brands in your initial inquiry for property identification1. Upon agreement on the deal, our reservation center will ask for your preferred payment method.


Glossary of terms used

  • 1 “Property identification” : Astadala Hospitality manage some hospitality brands. When you contact us through our Reservation Center email () or central reservation number (+62 361 736 928) our reservation agent need to be informed which property you’re inquire about, before processing your request.
  • 2 “Confirmed reservation” : A confirmed availability or allocation of the requested villa/room by the corresponding property brand to the guest, and then it also has been paid (partial deposit or full) by the guest as per the terms and conditions of the reservation.


Payment Method

Before you proceed to one of these payment method, you have completed making the reservation.

  • By Credit Card
    Please complete the authorization form that we send to your email, and send back the completed one to us, including the scanned copy of the credit card (back and front). We recommend you to send it by fax (+62 361 738585). If you would like to send this by email please note that a transmission via email is delivered in clear text and your data could possibly be read by third parties. Astadala Hospitality and it’s brands assume no liability in cases of misusage.

  • By Bank Transfer
    We will send our official bank account details to your email after your reservation. Our bank account must be received your payment (either deposit or full from total reservation) in full amount (exclude any bank fees). Bank transfer method, especially from overseas banks, is not recommended for last minute booking where it takes time to arrive in our account, since a reservation can’t have a ‘confirmed’ status until we receive the payment. Proof of transfer must be scanned and sent by email to our Reservation Center email.

  • By ATM Transfer
    ATM payment applicable for Indonesian resident and local ATM only. Proof of transfer must be scanned and sent by email to our Reservation Center email.


IMPORTANT NOTE on reservation payment:

  • Specific payment due date will be informed by our Reservation Center by email, as it may vary depend on each booking terms and conditions.

  • The availability hold of your selected villa will be released back if no payment is cleared before the due date. To avoid any problems and inconvenience, please bear the timing in mind, especially when you select bank transfer as the payment method, it may take few days to arrive in our account. Failed credit card payment will be also an issue. If eventually we can’t use/process/deduct the payment from provided credit card for various reasons, such as;
    • Card is blocked for overseas transaction
    • Card is blocked for SOF (Signature On File) transaction
    • Provided card details are invalid / expired
    • Not enough fund in the card / over limit
    • Miscellaneous technical/network problem (non-card issue)

  • The credit card used in the reservation must be present and physically shown upon check-in, and the back of the credit card must be signed by the owner. Otherwise the initial credit card payment is considered invalid. In this case we will refund the initial charge to the source credit card (refund process may take weeks depend on the bank(s)), and to proceed to check-in the guest must provide another method of payment, either by cash or another physical credit card. Standard verification procedure will still apply.


Booking Amend, Cancellation, and No-Show Policy

In general, each villa/room rate plan and promotions has its own booking amend and cancellation policy as follows:

DEFAULT POLICY for Booking Amend, Cancellation, and No-Show:
Modifying or cancelling your booking of any:
  – Regular Rate (FLEXIBLE)
  – ‘Room Only’ Rate (available at The Bene Hotel, Kuta only)
  – Package Rate
  – EARLY BIRD Saving!
in any way, will be subject to the following policy:

A 50% fee from the total room night reserved will be charged as the following details:

  • Low Season: Cancellation received within 13 – 7 days prior arrival
  • High Season (Jul 15 – Aug 31): Cancellation received within 20 – 14 days prior arrival
  • Peak Season (Dec 25 – Jan 5): Cancellation received within 30 – 21 days prior arrival

A 100% fee from the total room night reserved will be charged as the following details:

  • Low Season: Cancellation received less than 7 days prior arrival
  • High Season (Jul 15 – Aug 31): Cancellation received less than 14 days prior arrival
  • Peak Season (Dec 25 – Jan 5): Cancellation received less than 21 days prior arrival
  • No-Show (failure to arrive at our villa) or Early Departure/Check-Out

NON-REFUNDABLE POLICY for Booking Amend, Cancellation, and No-Show:
Modifying or cancelling your booking of any:
in any way, will be subject to the following policy:

  • 100% payment is required at the time of booking to confirm your reservation
  • This is a Non-Refundable reservation and cannot be cancelled, amended, or modified
  • No refund will be issued for No-Show (failure to arrive at our villa) or Early Departure/Check-Out

In some reasonable cases or circumstance beyond the control of the guest that directly delay/halt/prevent the travel or check-in, such as;
  – Force majeure (act of God)
  – Sickness, accident, or death
  – Flight delay or cancellation
  – Major security or safety concern
we do consider some flexibility to:
  – Reschedule the reservation (with limited period)
  – Waive any amendment or cancellation fee (partially or in full)

In that case, supporting documents/papers/certificates/legalized proof must be sent to us to validate the situation, except in case of force majeure or some cases where the information (validation) is not necessary must be confirmed by the guest. However, the final consideration on how the reservation will be processed is solely at our discretion.

Please note:
Information above is about “General Booking Amend/Cancellation Policy”, and may have the latest version available and is currently applied for one or more villa offer and promotions. Specific policy also may applied to specific booking/offers. Please always refer to the policies, terms and conditions mentioned during your actual booking/reservation process for the corresponding offer.


Check-in / Check-out

At most of our brand properties the check-in time is at 3 PM, and the check-out time is at 12 PM. Early check-in or late check-out is subject to availability and may also subject to extra charge (see “Day Use”).

Upon check-in, a refundable security deposit is required is to cover any incidental charges (such as accidental breakages, lost keys, telephone, restaurant, etc.), that may be incurred during your stay. Payment for this charge is recommended in cash.

This deposit will be returned upon check-out if not used.

Refundable security deposit for villas:

  • IDR 500.000 for one bedroom villa booking
  • IDR 1.000.000 for two bedroom villa booking
  • IDR 1.500.000 for three bedroom villa booking

Refundable security deposit for hotel:

  • IDR 300.000 for any room type booking


Day Use

Day use or late check-out is subject to availability and may not be available if the room has been booked for that day. A 50% charge from the applicable rate (may be different from your previous rate) is applied for late check-out until 6 pm. Any extended stay exceeding 6 pm will be charged in full rate.


Copyright Notice

Astadala exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) the website and it’s content on which the service is made available and you are not allowed and not entitled to resell, use, copy, monitor (e.g. spider, scrape), hyperlink to, deeplink to, display, publish, promote, integrate, utilize, download, combine, use the content (including any translations thereof), reproduce any content or information, software, reservations, vouchers, products, or services available on our website and it’s related booking engine for any commercial or competitive activity or purpose without our express written permission. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of our intellectual property rights (including copyright and database right).



With respect to all communications made to Astadala including, without limitation, feedback, questions, comments and suggestions (“Communications”): (a) no right of confidentiality shall apply to Communications and Astadala shall have no obligation to protect Communications from disclosure; (b) Astadala shall be free to reproduce, use, disclose and distribute Communications to others; and (c) Astadala shall be free to use any ideas, concepts, know-how or techniques contained in Communications for any purpose whatsoever, including, without limitation, the development, production and marketing of products and services that incorporate such information.

Please use Internet E-Mail only to send us non-confidential notes. Do not include confidential personal or private information. For your protection, our responses will not include any confidential information. Please do not use Internet E-Mail to send us transaction instructions. Customers who choose to send Internet E-Mail messages to Astadala that contain confidential, private or personal information do so entirely at their own risk.

Please refer to our Privacy Statement page for further information regarding personal data collection, usage, control, and protection.


Last updated: 8 October 2018


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Our reservation center is available to help you with your booking issues or answer any related questions.

Customer Service /
Reservation Center

Office hours (GMT+8)
Mon - Fri : 9 am ~ 5 pm
Sat - Sun : 9 am ~ 3 pm

Call us +62 361 736 928

Chat us +62 812 3838 4849

Customer Service

(9 am - 5 pm, GMT+8) Call us +62 361 736 928 Chat us +62 812 3838 4849


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Astadala Hospitality
Jalan Raya Seminyak 17
Seminyak, Kuta, Bali 80361