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Frequently Ask Question (FAQ)

  01. General Information

1. There are no rates for the dates I would like to book. What do I do?
2. Are your rates per room or per person?
3. Can I make a reservation directly through the villa?
4. When is the latest time I can reserve my room?
5. Is breakfast included in the rates I pay?
6. Are other meals included with my reservation?
7. Is that any car at the villa? And is this include at the price?
8. How far from the airport?
9. How far from the beach?
10. How far from nearest restaurant?
11. How far from shopping centre?
12. Maximum occupancy at the villa?
13. Is that any cook?
14. How many staff?
15. Security guard 24 hours?

02 Children Policy

1. Are there any discounts offered to children?
2. My children are 13, 10 and 3 years old, do you count them as children?
3. What about my 2-year old baby?
4. Why do I need an extra bed for my child?
5. Anything else I need to know?

03 Contact Details

1. Our contact information.

04 Booking Process

1. How do I reserve my room?
2. I have filled in your booking form and submitted my credit card information. What happens next?
3. What is a Reservation Reference Number?
4. How long does it take to confirm my room?
5. Why the villa that I selected is is not available? What do I do?
6. When is my booking complete?
7. What is the due date?
8. What is the reservation Invoice?
9. What are your booking conditions?

05 Making Payment

1. Why do I prepay my reservation?
2. When and how much will you charge my card?
3. How can I make my payment?
4. Is your payment system secure?
5. What credit cards do you accept?
6. I don't have any credit card. Do you accept other forms of payment?
7. The credit card number is correct, but it is declined. Why?
8. What happens to my reservation if my credit card is declined?
9. How do I know whether you can successfully charge my credit card or not?
10. I need an official receipt. Can you do this?

06 Credit Card Charges

1. How do I see the reservation charge in my credit card statement?

07 Cancellations/Amendments

1. If I have to amend or cancel my reservation, what should I do and what happen?

08 From the Airport

1. Can you arrange pick-up service from the airport?
2. What happens to my villa booking if my flight is delayed?

Answers

01. 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 Villa Reservations 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. Back to top

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. Back to top

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. Back to top

4. What's the latest time I can reserve a villa?
In general you can reserve up to 1 day prior to arrival in Bali. Back to top

5. Is breakfast included in the rates I pay?
Each 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. Back to top

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. Back to top

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. Back to top

8. How far from the airport?
It varies from 20 minutes to 1 hour, depends on the villa location. Please check it with our villa specialist. Back to top

9. How far from the beach?
It varies from 5 to 20minutes, depends on the villa location. Please check it with our villa specialist. Back to top

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. Back to top

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.  Back to top

12. Maximum occupancy at the villa?
It varies from 2 to 10 pax, depends on number of villa’s bedrooms. Please check it with our villa specialist. Back to top

13. Is that any cook?
Yes there is. The cook will be ready to serve your menu requirement. Back to top

14. How many staff?
Minimum is 4 which are 1 cook/butler, 1 gardener and 2 securities Back to top

15. Security guard 24 hours?
Yes, 24 hours stand by on villa. Back to top

02 Children Policy

1. Are there any discounts offered to children?
The policy for children varies from villa to villa. 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 Villa Reservations will advise the total costs for children before charging your credit card. 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. Back to top

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. Back to top

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 Back to top

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. Back to top

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. Back to top

03 Contact Details

1. Our Contact Information
our reservations are ready during working hours and villa manager is happy to answer your request.

Exotiq Villa Holidays
Istana Kuta Galeria
RG 16 Jl. Patih Jelantik Kuta Bali,
Indonesia 80361
Tel: +62 361 769102 ext. 201
Mobile: +62 815 5806 7728
Fax: +62 361 769 243

Villa Reservations
Tel: +62 361 769 244
mail : reservations@exotiqvillaholidays.com
Website : http://www.exotiqvillaholidays.com

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04 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
• Input this information into our booking system and it will respond to you with the total amount due for your reservation
• If acceptable - and you wish to make your reservation, please fill in the booking form
• 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 Villa Reservations will work on the booking to ensure that you get your confirmation in the shortest possible time. Once your booking is confirmed we will charge you credit card according to the time you made the reservation. 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. Back to top

2. I have filled in your booking form and submitted my credit card information. What happens next?
Our Villa Reservations will arrange your reservation with the villa of your choice. This will take approximately 24 hours and 48 hours if on weekend. We will only charge your card if the villa can confirm your booking. Otherwise, there will be no charge occurred. We will always contact you by email regarding the reservation status. Please make sure the email address is correct and accessible. Back to top

3. What is a reservation reference number?
Once you submit a booking order our reservation system will automatically assign a unique identification number to your reservation. We will use this unique reference number to identify your reservation and personal preferences. You should use it in all correspondence with us. Back to top

4. How long does it take to confirm my room?
The entire process takes about 24 hours on weekdays. Back to top

5. 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. We will not charge your credit card until we have your confirmation that our proposed alternative is suitable for you. Back to top

6. When is my booking complete?
Your booking is complete upon the successful charge on your card. 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. Back to top

7. 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. Back to top

8. What is a reservation invoice?
Upon confirmation of your booking, you will receive an email outlining your booking details together with a number/ code that are used for reservation and accounting to process and file your booking. Back to top

9. 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. Back to top

05 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. Back to top

2. When and how much will you charge my card?
The cost of your reservation is required when we confirm availability of your villa Back to top

3. How can I make payment?
We accept payment by credit cards. 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. Back to top

4. Is your system secure?
Yes. Your details are encrypted before transmission to our secure server using Secure Socket Layer (known as SSL) technology. This ensures that your personal details remain confidential. We have our own SSL Security Certificate issued by Thawte Server CA (A Verisign Company). In addition, we do NOT pass on your credit card details any other parties, even the villa. Back to top

5. What credit cards do you accept?
We accept AMEX, Visa and MasterCard. Back to top

6. 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. For bank transfer we require one-time prepayment in full equivalent to the value of your booking. In case of cancellations, the refund amount, if any, will be subject to the cancellation charge. Ask our villa specialist for further information Back to top

7. 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.
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8. 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. Back to top

9. How do I know whether you can successfully charge my credit card or not?
We will send you a confirmation email once we have successfully debited your credit card with the reservation costs. Otherwise, if we cannot charge your credit card, an email will be sent out to you together with details on how to re-input your information. Back to top

10. I need an official receipt. Can you do this?
You can use print our reservation Invoice online as your receipt. We can also send the official receipt to you by post upon request. Please contact your Villa Reservations staff together with the details required. Back to top

06 Credit Card Charges

1. How do I see the reservation charge in my credit card statement?
Please ask our Villa Specialist for further information. Back to top

07 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. Back to top

08 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. Back to top

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 on-line chat - 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. Back to top