Terms and Conditions

 Booking a private villa or chalet differs significantly from booking a standard hotel room, particularly in terms of payment and cancellation policies. We encourage you not to merely agree to the terms and conditions without thought, as is often the case. Please take a moment to carefully review the following conditions. 

 Awesome Holiday Retreats (“AHR”) serves as a booking intermediary for property owners (“Owner”) and their representatives (“Owner Representative”). Each time a guest confirms a booking of a property through AHR, a Rental Contract is established between AHR and the guest (the “Guest”) for the agreed period (“Rental Period”). By booking a property through AHR, the Guest acknowledges and agrees to these terms and conditions, including the processing of personal data by AHR in relation to the Rental Contract. The Rental Contract becomes effective only after AHR confirms the Guest’s booking in writing. 

Payment 

Upon submitting a booking request, the required deposit must be paid to AHR within 5 working days of availability confirmation. If the deposit payment is not received within this timeframe, AHR reserves the right to void the Guest’s booking request. Please refer to the specific terms of each villa for a comprehensive outline of the deposit payment schedule. 

• For arrivals more than 75 days after the date of the booking request – a deposit of 20% of the total rental amount is payable 
• If the arrival date is within 75 days of the date of the booking request – the total rental amount is payable as a deposit 

If a 20% deposit is required for the booking, the Guest needs to pay the remaining 80% balance at least 75 days before the scheduled arrival date. If a 50% deposit is needed, the Guest must pay the remaining 50% balance by the same deadline. 

Additional Costs 

The rental rates cover the expenses for electricity, water, cleaning, garden supplies, and local taxes. Generally, there are no extra charges, surcharges, taxes, staff salaries, or management fees beyond the quoted price unless stated otherwise in the property description, guest booking confirmation, or reservation voucher. If there’s any inconsistency among these documents, the latest terms will apply. The Guest is usually responsible for provisioning costs, and gratuities for household staff are appreciated but entirely optional. 

Reservation Voucher 

Upon receipt of the full payment, AHR will issue a reservation voucher to the Guest containing confirmation details, the Property’s address, contact information for the EH representative, transfer arrangements, and directions to the Property. The Guest must present this voucher along with their passport upon arrival for check-in. 

Arrival / Departure Times 

The standard check-in and check-out times for villas are 3 pm and 12 pm (noon) respectively, unless otherwise specified. AHR will coordinate with the Owner or Owner’s Representative to accommodate the Guest’s preferred arrival and departure times, depending on availability. Please inform AHR of any changes to your arrival or departure schedule so that we can make adjustments where feasible. 

Security Deposit 

A security deposit may need to be paid directly to the Owner or Owner’s Representative upon arrival at the Property. The standard security deposit for each Property is outlined in the Property description, although the Owner reserves the right to set different requirements on a case-by-case basis. 

 Access to the Property may be denied if the security deposit is not fully paid. If the security deposit is to be paid in cash or if non-standard conditions apply, AHR will notify the Guest in advance of the amount due and any other terms. 

 Normally, the security deposit will be refunded at the end of the villa’s rental period and one week after Guest check-out for chalets in Japan, after deducting: 

• Any additional expenses incurred on the Guest’s behalf (e.g., charges for food, goods, services, and additional staff like babysitters and fitness instructors, not directly paid by the Guest, and applicable telephone and internet charges). 
• The cost of replacing or repairing any damage to the Property, its surroundings, or contents caused during the Rental Period. If this cost cannot be reasonably determined before the Guest’s departure, the Owner or Owner’s Representative may withhold a reasonable estimate from the security deposit and will return any remaining balance as soon as possible after determining the actual cost. 

Damage or Losses 

Guests are expected to respect the booked Property and ensure it is left in good condition and reasonably clean. 

 Any damage or loss occurring during the Rental Period, as well as any additional cleaning necessitated by negligence from anyone in the group, will be the responsibility of the Guest. Charges for such incidents may be deducted from the Guest’s account and the security deposit. 

In instances of significant or unacceptable damage or loss at any point during the Rental Period, AHR reserves the right to require the Guest and their group, including visitors, to vacate the Property immediately, without any compensation or refund. 

Access 

During the Rental Period, the Guest has full access to the Property and its amenities for enjoyment. However, the Owner, Owner’s Representative, or other personnel may require access to the Property occasionally for maintenance tasks like house, garden, swimming pool, utility servicing, or to provide additional services as requested by the Guest. Please ensure they are given reasonable access to the Property for these purposes. 

Number of Guests 

The total number of guests (both adults and children) staying at the Property must not surpass the maximum sleeping capacity specified in the booking confirmation and reservation voucher, unless expressly authorized in writing by AHR. Any excess may nullify the Property’s insurance coverage. Entry or access to the Property may be restricted or denied if the number of guests exceeds the specified limit. Pets are not permitted unless prior written agreement has been obtained. 

Use of Property 

All bookings are presumed to be for typical holiday purposes only, and the Guest agrees that the Property’s use will be restricted to this purpose unless otherwise confirmed in writing. 

 If the Guest intends to host an event such as a wedding or a party involving a larger number of people at the Property, or if the Property will be used for a purpose other than a holiday, it is necessary to inform AHR at the time of booking. Special approval or arrangements may be necessary. Please note that same-sex wedding ceremonies are prohibited by law in Indonesia, and any other form of same-sex ceremonies will not align with local customs. Depending on the event’s nature, an additional surcharge and/or security deposit may be required, which will be agreed upon and confirmed in writing before finalizing the reservation. 

 Some Properties are situated in residential areas or estates and may be subject to specific rules and regulations regarding their usage. Therefore, it may not always be feasible to grant permission for certain activities or events due to these or other reasons beyond AHR’s and the Owner’s control. 

If AHR has confirmed a booking that includes an event at the Guest’s selected Property, the Guest may need to obtain permits from the police and the local community under certain circumstances before the event can proceed. The Guest acknowledges and agrees that the issuance of these permits is beyond the control of AHR, the Owner, and the Owner’s Representative. If permits for an event at the Property cannot be obtained, AHR’s standard event cancellation policy will be enforced. Neither AHR, the Owner, nor the Owner’s Representative will be liable for any additional refund or payment to the Guest. 

Conduct and Due Care 

Properties are typically situated in quiet, exclusive, and residential neighborhoods. As a resident Guest, it is imperative to respect this environment and ensure that both your group and any visitors to the Property behave appropriately. Activities that are illegal or immoral, such as gambling, prostitution, the use or possession of prohibited drugs, pyrotechnics, dangerous goods, firearms, or other weapons, are strictly prohibited. Smoking is generally not permitted unless otherwise specified in the booking confirmation or reservation voucher. 

 The Guest bears responsibility for the conduct of all individuals staying at the Property and any visitors during the Rental Period. If any guest(s) or visitor(s) engage in inappropriate behavior, the Owner or Owner’s Representative may, at their sole discretion, require the Guest, their party, and/or visitors to vacate the premises and leave the Property immediately, without any compensation or refund. 

To prioritize safety, caution should be exercised at all times while at the Property, particularly with children. Adequate supervision is essential around pools, beaches, roads, and when utilizing the Property’s amenities. 

Valuables and Security 

Guests are responsible for safeguarding all their valuables and personal belongings. Neither AHR nor the Owner or the Owner’s Representative assumes any liability for the loss of or damage to Guest property. Throughout the Rental Period, the Guest is responsible for the Property and must ensure that all windows and doors are securely locked when not on the premises. Any action or failure to act by the Guest, their party, and/or visitors that may void or impair the Property’s insurance coverage and/or lead to loss or damage is the Guest’s responsibility. 

Price Fluctuation 

Once a booking is confirmed, the reservation price is fully assured, even if AHR alters the price on its website subsequently. In exchange for this commitment, no refunds will be issued for any currency exchange rate fluctuations that could otherwise lower the rental cost. 

AHR retains the right to levy any taxes or additional charges imposed by a government or other regulatory authority, which were unknown at the time of publication. In the unlikely event that AHR becomes aware of any additional taxes or charges applicable to the Guest’s booking, the Guest will be promptly informed. 

Cancellations 

• 20% of the total rental amount will be forfeited if the cancellation is made more than 60 days before the start of the rental period 
• 50% of the total rental amount will be forfeited if the cancellation is made between 30 and 60 days before the start of the rental period 
• 100% of the total rental amount will be forfeited if the cancellation is made between 1 and 29 days before the start of the rental period 
• For no-show: 100% of the total rental amount will be forfeited 

Amendments 

In the unlikely event that AHR is unable, for any reason (including property sale or force majeure), to provide the Guest with the booked Property, AHR reserves the right to relocate the Guest and their party to a similar type and value alternative Property, in consultation with the Guest. If the substituted Property’s price is lower than the original booking, the difference will be refunded. Should the substituted Property be priced higher, the Guest may be charged the difference. However, if despite substantial effort by AHR, no comparable alternative is available and/or an agreement cannot be reached between the Guest and AHR, either party may choose to cancel the booking and Rental Contract. In such a case, AHR will refund the Guest’s payment without further compensation. 

Complaints 

Every effort will be made to ensure the Guest enjoys their stay. If any issues arise during the Rental Period, please notify AHR immediately so it can be addressed promptly. To address complaints, the Guest must report any problems while on-site. If no complaints are raised during the Rental Period, AHR will assume the Property met the Guest’s satisfaction, and no complaints will be considered thereafter. 

Provisions 

Guests staying in self-catering accommodations are responsible for arranging all provisions and daily consumables needed during their stay. Property staff may fulfill reasonable requests to purchase provisions on behalf of guests, and the cost will be added to the Guest’s account. 

AHR’s Commitment 

AHR provides descriptions, evaluations, and/or ratings of Properties and their surroundings to Guests in good faith, believing them to be accurate based on the latest information received. However, AHR cannot be held accountable for any unforeseen modifications to the Properties or inaccuracies. Any descriptions, evaluations, and/or ratings of the Property, whether provided by AHR or third parties, are solely for informational purposes, and AHR will not be held liable for any reliance placed on them. 

Disclaimers 

AHR bears no responsibility or liability for:  

• Any physical injury, illness, death, loss, damage, inconvenience, or additional expenses incurred by the Guest, their party, or visitors, regardless of the cause. 
• Any vehicle or its contents used, hired, or engaged by the Guest or their party during the Rental Period. 
• The Guest or any member of their party’s inability to access the Property location or stay there for part or all of the Rental Period due to failure to obtain appropriate travel or visa documentation, changes or cancellations to travel plans, missed flights, or travel connections. 
• Strife, strikes, demonstrations, terrorist activities (real or threatened), natural disasters, fires, illnesses, weather conditions, government or public authority actions at airports or ports, transport-related technical issues caused by mechanical, electrical, or other breakdowns, or any technical, structural, electrical, plumbing, or other issues with the Property that render it unsafe or unusable, or any other events amounting to ‘force majeure’ or Acts of God, or other circumstances beyond the Owner’s control. 

Under no circumstances will AHR, the Owner, or the Owner’s Representative, either individually or collectively, be liable to make any payment or provide any refund or compensation beyond the total rental amount paid. 

 Jurisdiction  

This agreement shall be subject to the laws of Hong Kong. Should any dispute arise from the booking or stay that cannot be resolved amicably, both parties consent to refer the matter exclusively to the Hong Kong International Arbitration Centre. Arbitration will be conducted in English and serve as the final method of resolution. 

By submitting a booking request, the Guest acknowledges understanding and acceptance of these terms and conditions without reservation or exception. 

If any provision of this Rental Contract is found invalid or omitted, the remaining terms and conditions shall remain valid, enforceable, and non-contestable.