Guest Info
Good to Know
A few notes on booking, arrival and everything in between.
01 · Booking & Payment
Booking direct with us
You book directly with us through the website — there’s no agency or booking platform in between. A 50% deposit confirms your dates, and the balance is due 30 days before you arrive. Payment is via PayPal or a transfer into our bank account. You don’t need a PayPal account — you can simply pay with your credit card through PayPal.
Booking direct means you pay only our villa rate. You skip the 15%–20% service fees that are added in Airbnb, Vrbo and Booking.com.
02 · Cancellation
If your plans change
We understand that plans change and try to be as fair as possible. Cancel more than 30 days before arrival and your deposit is refunded in full.
Within 30 days of arrival the deposit is retained, and within 20 days of arrival, bookings become non-refundable as it’s unlikely we’ll be able to rebook the dates. If we do, we’re happy to refund you a pro-rata amount based on the dates we’re able to rebook. In the event of a refund, PayPal’s 4.4% transaction fee is non-refundable.
We strongly recommend that guests take out travel insurance to cover themselves in the event of a cancellation.
03 · Arrival
Check-in, check-out and transfers
Check-in is from 2pm and check-out is by 10am. Whenever availability allows, we’re happy to offer an earlier check-in or later check-out. We’ll do our best to accommodate your request, but we can usually only confirm it shortly before your arrival, as we often receive last-minute bookings.
Late check-out is complimentary until 12 noon. Between 12 noon and 5pm, the charge is 50% of the applicable nightly rate. Check-out after 5pm is charged as an additional night’s stay.
Early check-in is complimentary from 10am, subject to availability. Check-in from 8am is charged at 50% of the applicable nightly rate, while arrival before 8am requires booking the previous night, as we need to keep the villa vacant for your arrival.
We offer all guests an airport transfer if needed, at rates based on your group size and the vehicle required. We can arrange transfers to other accommodation on the island too.
Book a minimum of 3 nights and we’ll include one complimentary airport transfer, in a car sized for your group with a standard amount of luggage. If your group is arriving on different flights, we’ll cover one car for one of the groups.
If you’re staying a total of 6 nights or more split across two or more of our villas, transfers between them are also complimentary.
We’ll confirm all the details before you arrive, and your driver will be waiting when you land.
04 · During Your Stay
What’s included
Daily breakfast, your villa staff, complimentary tea and coffee, bottled water and villa-wide WiFi are all included. Housekeeping is provided daily. Our staff work in shifts but are happy to fit in with your schedule wherever possible.
Freshly prepared lunches, dinners and snacks can be ordered throughout the day from our reasonably priced à la carte menu.
In-villa massage and spa treatments and yoga can be arranged with the team — tell us what you’d like and we’ll set it up before you arrive or once you’re at the villa. It’s quick and easy to organise.
Dining and drinks
Our villas aren’t self-catering properties. The kitchens are set up for our staff to prepare your meals, not for guest use, and — much like a hotel — cooking your own meals or bringing in outside food isn’t part of how we operate. Daily breakfast is included in your rate, and for lunch, dinner, and snacks, your villa staff will prepare dishes from a reasonably priced à la carte menu featuring a wide variety of Indonesian and Western options. A cocktail menu is also available if you’d like something a little more special. There’s no obligation to dine in — all three villas are close to excellent local restaurants if you’d like to explore.
Drinks are available on a self-service basis from fridges in your villa; our staff keep track of what’s used during your stay and add this to your final bill.
All guests are welcome to store their own food and drinks in the villa fridge too — handy for keeping snacks and drinks on hand for children, or for guests with specific dietary requirements.
Special dietary requirements
We’re experienced in catering for a wide range of dietary requirements, including vegan, vegetarian, gluten-free, and lactose-free diets, as well as severe food allergies. If you or anyone in your group has specific dietary needs — including allergies that require careful ingredient handling — we simply ask that you let us know in advance or on arrival, so our kitchen team can prepare accordingly. We take this seriously and work closely with guests to make sure every meal is safe and enjoyable.
Staff & service
All three of our villas are fully staffed, with teams ranging from 4 to 6 people working in shifts to look after you throughout your stay. Daily housekeeping, meal preparation, and cooking are all taken care of, and staff can also arrange concierge extras — in-villa spa treatments, massages, yoga sessions, and day trips using our drivers. A turn-down service is offered each evening, and babysitting can be arranged on request. Staff numbers and exact services vary slightly by villa; see each villa’s page for specific details.
Our approach to service is simple: we’re there when you need us, and we step back when you don’t.
05 · Getting Around
Seeing the island
Most guests hire a private driver for a few hours or the whole day rather than drive themselves, and we’re happy to arrange one for you. It’s the easy, unhurried way to see the island.
Central Ubud is about 15 minutes from our Ubud villas. Popular day trips — Besakih, Mount Batur at sunrise, the waterfalls, the coast — are all simple to plan with the team once you’re settled in.
We’ll send you our driver rates if you’d like to plan ahead, or you can arrange transport once you’re at the villa.
06 · Questions
Asked and answered
Is each villa exclusive-use?
Yes. When you book, the whole villa and its staff are yours — you won’t be sharing with other guests.
Are the villas suitable for children?
They are, and families are very welcome. Let us know their ages and we’ll have the villa ready for them. If pool safety is still an issue, we can organise a pool fence at a reasonable cost. We have complimentary travel cots and high chairs at each villa, and we can organise a car seat at an additional cost.
Can you host a larger group or a celebration?
Villa Sagitta and Villa Cocoa Maya sleep up to 12 and Villa Tau sleeps up to 8. Group dinners, birthdays and quiet celebrations are something the teams all arrange often — just ask.
What’s the best way to reach you?
Send an enquiry through the site, and a real person will get back to you — usually within a day. If you’re ready to book straight away, you can also make an instant booking on our booking page.
Can we self-cater?
Unfortunately not — our kitchens are set up for our staff to cook for you, not for guests to use. We believe a holiday should mean relaxing, not cooking, cleaning and washing up, so we’ve set up our villas to reflect that ethos. Meals are prepared by your villa team from a reasonably priced à la carte menu, alongside your included daily breakfast.
Can you cater for special dietary requirements?
Yes. We’re experienced in catering for vegan, vegetarian, gluten-free, and lactose-free diets, as well as more serious food allergies. Just let us know your requirements when you book or on arrival — for severe allergies, a little advance notice helps us prepare safely.
Do you offer a private driver?
Yes. We have cars and English-speaking drivers available at all three villas. They are reasonably priced and can be organised at very short notice as needed.
Can you organise tours and activities?
Yes. Our villa managers are happy to organise tours and activities for you when you are at the villa — most activities don’t need to be organised very far in advance, which allows you flexibility during your stay.
Is Wi-Fi fast enough for remote work?
Yes. We have fast internet throughout all our villas.
Do you offer in-house massages and spa treatments?
Yes. Our villa staff can organise these services for you any time during your stay.
Are the villas staffed?
Yes. Villa Tau has a team of 4, Villa Cocoa Maya has 5, and Villa Sagitta has 6 — all working in shifts to take care of housekeeping, meals, and concierge requests throughout your stay. We’re there when you need us, and step back when you don’t.
Do you offer airport transfers?
Yes. We offer all guests a transfer to and from the villa as needed, with pricing depending on group size — we’ll confirm this once you book. If you stay a minimum of 3 nights, one airport pickup or drop-off is complimentary, in a car sized for your group with a standard amount of luggage. If your group arrives on different flights, we’ll cover one car for one of the groups. If you’re splitting a stay of 6 nights or more across two or more of our villas, the transfer between them is complimentary too. We’ll confirm all details before you arrive, and your driver will be waiting when you land.
Still planning?
Ask us anything before you book. We answer every enquiry personally — no bots, no scripted replies — usually within a few hours and always within one day.