Guest Guide
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 Indonesian 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 10%–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. If you book a minimum of 3 nights with us, we offer a free airport pickup in an appropriately sized car for your group with a standard amount of luggage. If your group is arriving on different flights, we will pay for one car for one of the groups. 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.
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 10. 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 replies, usually at the latest within a day.
Can we self-cater?
Unfortunately not. Our kitchens are not set up for guests to cook. We believe a holiday is for relaxing — not cooking, cleaning and washing dishes — so we’ve set up our villas to reflect that ethos.
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.
Do you offer airport transfers?
Yes. We offer all guests a transfer to and from the villa as needed. We can let you know the price once you book, as the price differs depending on the group size. If you book a minimum of 3 nights with us, we offer one free airport pickup, or drop-off, in an appropriately sized car for your group with a standard amount of luggage. If your group is arriving on different flights, we will pay for one car for one of the groups. We’ll confirm all the 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.