Conditions générales
Terms & Conditions
Updated October 2026
INCLUSIONS AT SAUDARA VILLAS
Accommodation capacity and additional guests
Saudara LOVE accommodates up to two guests. Saudara LOVE is not suitable for children due to its spiral staircase and a plunge pool that cannot be fenced.
Saudara SUNSHINE and Saudara SIRENA each accommodate up to four guests.
Saudara ONE and Saudara TWO are each priced for four guests and can accommodate up to two additional guests, for a total of six guests per villa.
Saudara PALM is priced for eight guests and can accommodate up to two additional guests, for a total of ten guests.
When Saudara ONE and Saudara TWO are booked together as a six bedroom villa, the maximum capacity is twelve guests.
Additional guests are accommodated at management's discretion and are charged at $50 AUD per person per night, which covers bed, linen and incidentals. Airport transfers are included only when the additional guests arrive and depart with the rest of the party. Otherwise, additional transfer fees apply.
Daily private butler service
In Saudara ONE, TWO, SIRENA, SUNSHINE and PALM, a private butler is provided for 8 hours per day, generally from 8am to 4pm. This includes 7 hours of service and a one hour lunch break.
In Saudara LOVE, up to 2 hours of housekeeping and concierge support is provided per day. Meals are not included.
The service includes housekeeping, cooking, grocery shopping and other reasonable tasks. Additional tasks can be discussed with the Villa Owner or Guest Relations Manager.
Additional hours beyond 8 hours per day (7 hours of service plus the break) are charged at $10 AUD per hour. Staff hours must be consecutive, so requiring both breakfast and dinner service will incur overtime.
MEALS
Meal service
A meal service is included for our in villa guests. Saudara LOVE does not include meal service. All meals require notice to your butler one day prior.
Service hours
If you request a breakfast service, your butler will start earlier and finish earlier that day. If you request a dinner service, your butler will start later and finish later that day. We cannot offer both breakfast and dinner service in a standard day. If you require additional meal service, additional butler hours can be arranged at the additional rate of $10 AUD per hour.
Additional Guests
Our meal service is for in villa guests only. External guests are at the discretion of management and must remain within the villa's maximum guest capacity.
Your own food
You are welcome to have your own meals, ingredients and groceries in the villa. Our staff will only prepare meals from our menu that they have been specifically trained in, to maintain a consistent level of service.
Groceries and beverages
Villas with butler staff require an advance payment for groceries and beverages. This can be paid directly to staff or added to the end of stay bill. Receipts and change are provided.
External providers
You are welcome to use external providers for villa services that we do not offer. Please check with us before arranging any additional services, as we may be able to provide useful information, feedback or recommendations.
Airport transfers
One return airport transfer is included for the maximum number of guests the villa accommodates for stays 5 nights or more.
For direct bookings less than 4 nights or less, airport pick up only is included. For third party bookings, transfers are included for stays of 5 nights or more.
Additional car trips are charged at 300,000 IDR ($30 AUD) each.
Groceries and shopping
Pre arrival grocery requests can be arranged at no additional cost. Staff can continue this service throughout your stay.
Drinking water
Unlimited filtered drinking water is available from the dispenser and in the bathrooms.
Wifi, satellite TV and smart TVs
These are included in all villas. Smart TVs allow guests to log into their own subscriptions.
Bluetooth speaker
A Bluetooth speaker is provided in each villa. A replacement fee of $150 AUD applies if it is lost or damaged.
Mini bar
The mini bar is replenished daily. Payment may be requested during the stay or at the end of the stay.
Safes
A safe is provided in each villa for valuables. Management is not responsible for unsecured items.
Security
Security varies by villa location, so please refer to the individual listing. Private security can be arranged for a fee.
Additional costs
Electricity, water, linen laundry, garden supplies and local taxes are included in the rental rate. Telephone, meals, personal laundry and other provisioning are the guest's responsibility. Staff can purchase food and drinks on the guest's behalf, which will be charged accordingly.
Meals
Villas with butler staff require an advance payment for groceries and beverages. This can be paid directly to staff or added to the end of stay bill. Receipts and change are provided.
Tips
Gratuities for household staff are at the guest's discretion.
Other available services (fee based, availability varies by villa)
Daily driver, day tours, additional airport transfers, babysitting, pool fence hire, cot hire, stroller hire, high chair hire, in villa massage, in villa yoga, in villa psychic and tarot, in villa cocktail making experience, laundry services, and a food and beverage shopping service (cost of items only).
Babysitting and pool fencing
Where guests engage Saudara staff to mind children without a parent or guardian present, pool fence hire is mandatory for the duration of the stay. Pool fence hire is charged at the listed fee.
PAYMENTS
Securing your booking
A 50% payment is required to secure your booking. The invoice is issued on confirming your dates and must be paid within 8 hours. Proof of payment is required, as some payment methods take days to clear. If another party is interested in the same dates, a shorter window to pay may be given before the dates are released. Payments are subject to the cancellation policy below.
Final payment
The remaining 50% is due no less than 30 days before arrival. If your first payment is made by credit card or scheduled bank debit (both processed via Stripe), your final payment will be automatically deducted using the same method unless you advise otherwise. Bookings unpaid by the due date risk cancellation and forfeiture of the payment already made. We will follow up twice by email before cancelling, as we then need maximum time to try and recoup our loss. No refund or credit is issued where the final payment was not made.
Payment methods
Payments can be made by credit card, scheduled bank debit, Australian bank transfer or WISE. Bank transfers incur no fee, and we recommend WISE for international payments due to its low fees. Credit card payments are charged in AUD, and your bank's exchange rate may affect the amount charged in your home currency.
Currency
Rates are inclusive of Australian Tax, Indonesian Tax and Indonesian Employee Service Tax. Where multiple currencies are not published, rates are quoted in AUD.
Last minute bookings (within 30 days of arrival)
Full payment is required to secure the booking. Dates cannot be changed and no refunds apply.
CANCELLATION POLICY
Saudara Villas does not offer cash refunds. Where a cancellation qualifies, the amount is returned as a credit note toward a future direct booking. All credit notes are valid for 2 years. No payment processing fee is deducted from credit notes.
A 24 hour free cancellation grace period applies from the time of booking.
91 or more days before check in: 100% credit note.
31 to 90 days before check in: 50% credit note.
Less than 31 days before check in, no shows and early departures: no refund or credit is issued.
Credit notes must be used for the same number of nights, in an equivalent or higher season, at the then current nightly rate. Original discounts do not carry forward.
We strongly recommend travel insurance to cover unforeseen medical or travel issues. We will provide receipts and paperwork to support any claim.
CHANGING DATES AND BOOKING DETAILS
Changing dates
A new 50% payment is required for the new dates. If we successfully rebook the original dates, that payment is transferred toward the new final balance.
Check in and check out
Check in is from 2pm and check out is before noon. Late check out is not available due to turnaround times, and staying past midday requires booking an additional night. Luggage can be stored for late departures.
Minimum stays and rates
Minimum stays vary by villa, so please see the individual listing. Rental rates vary by season and are subject to change, so please confirm current rates on our website before booking.
Third party bookings
For bookings made through Booking.com, Airbnb, Agoda and similar platforms, we can only communicate directly with bookings made through our own website.
GUEST RESPONSIBILITY
Damages
Guests are responsible for damage caused by themselves or their invitees, including replacement or repair costs as advised by Villa Management. Lost or misplaced safe keys incur a $100 AUD replacement charge, as no spare keys are held.
Theft and missing items
Management is not responsible for loss, damage, illness, injury or accidents during the stay, so please use the in villa safe for valuables. Only uniformed Saudara staff, or contractors escorted by them, are permitted in the villa. Missing items should be reported to your Guest Relations Manager, who can arrange a police report.
Passports and visas
Guests are responsible for ensuring they hold valid passports and visas, with at least 6 months' validity remaining. We cannot take responsibility for missed arrivals or travel changes due to documentation issues.
Travel insurance
Travel insurance is recommended for all guests to cover illness, accidents or loss of personal items.
Number of guests
Occupancy must not exceed the stated maximum, and only guests listed on the booking may stay. Guests under 18 must be accompanied by a parent or responsible adult. Additional, unlisted guests must be approved by the Villa Manager in advance. The booking holder is responsible for the conduct of their group.
Extra guests other than those originally booked for are are not permitted to stay in the villa overnight with out prior permission. A nightly fee of $50 AUD will apply per extra guest.
RULES AND REGULATIONS
Local law
Guests must comply with Indonesian law. Passport copies are required at check in for police registration. Drugs and illegal activity are not permitted. Any costs arising from dealing with authorities are the guest's responsibility.
Noise
Local council regulations prohibit noise after 10pm, and guests are asked to begin winding down from 9pm out of respect for neighbours and other guests. Noise fines are the guest's responsibility. Guests may be asked to leave by the managing group if house rules are not followed.
Undesirable behaviour
Management may terminate a stay without notice if a guest's conduct is considered unacceptable. This includes, but is not limited to, behaviour that causes danger, distress to staff or other guests, or damage to property. It also includes putting staff in a compromising situation, illegal or unlawful activity, threatening behaviour, and an inappropriate tone or language towards staff or other guests. No refund or credit applies in this case.
Events and parties
Villas are for holiday accommodation only. Events are subject to management approval, neighbourhood and local authority rules, and may incur fees. Noise must cease by 9pm, or celebrations must continue at a licensed venue. Guests must declare event plans before booking. A fee may apply for extraordinary events, including photoshoots.
Unforeseen circumstances and services
Management is not responsible for matters outside its control. Saudara Villas operates in a developing country, where services such as electricity, water, wifi, internet and cable may not always be available or consistent. Management is also not responsible for equipment failure or events outside its control, such as fire or severe weather. We will always do our best to assist and resolve any issues as quickly as possible.
Disruption from neighbouring properties
Management cannot be held responsible for noise from other villas or properties in the area, whether it relates to guests, construction or building work. We will always do our best to support the situation and help where we can, but some incidents may be outside our abilities to resolve.
Substitution
If we are unable to provide the booked villa, we will notify the guest as early as possible and offer a comparable alternative. If no suitable option is available, a prorated refund of rent and tax will be issued. The same applies if severe damage, not caused by the guest, makes the villa unavailable.