BOOKING, CANCELLATION & GENERAL POLICIES

ROOM RATES 

Room rates are subject to seasonal changes. The Seraya reserves the right to change pricing anytime, however will honour price quotes provided they are still valid. Guests should take note of the validity of a price quote and finalise their invoice within the stated period in order to secure their booking.

 

MINIMUM STAY

There is a minimum stay of 2 nights with respect to advertised room rates. Guests requesting single night stays must do so directly to management. Single night stays incur a 25% surcharge, non-negotiable. 

 

INCLUSIONS

Room rates are based on double occupancy and include complimentary island transfer upon check in and check out (please see schedule below), full board (breakfast, lunch and dinner), all snorkelling and kayaking equipment as well as free flow tea, coffee and drinking water. 

 

AIRPORT PICKUP 

Airport pickup is a free service for all direct bookings. Bookings made on other platforms (Airbnb, booking.com, via agents) will be charged a flat rate of Rp. 50.000++ per car per trip. 

 

HOTEL PICKUP

We do NOT offer hotel pickup, guests who are already in Labuan Bajo are requested to rendezvous at our partner cafe, Bamboo Cafe, located centrally on Jalan Soekarno Hatta. Meeting time is 1000/1030 in time for the first island transfer. Guests will be met by a member of staff and escorted to the harbour. 

 

TRANSFER SCHEDULE

Complimentary island transfer schedule is as follows: 

 

Check in: Labuan Bajo to Seraya Kecil Island 

      Departs: 1100 and 1530 

Check out: Seraya Kecil Island to Labuan Bajo 

      Departs: 0900 and 1300 

 

Guests requiring transfers outside of this schedule will have to request another boat to which excess fees apply. Early/late transfers are charged at Rp. 300,000++ per person, non-negotiable. 

 

CHILDREN

The Seraya is a child friendly hotel with plenty of activities to stimulate kids of all ages. Individuals above the age of 12 are considered adults. Parents and guardians are expected to monitor the safety of their children. Guests’ should also note the hotel does not offer a babysitting service and there is no kids club. We also do not provide kids snorkelling gear, guests are encouraged to bring their own. We do however, provide a kids menu, activity pack and special dining arrangements may be made. Extra beds must be arranged for children, please see extra bedding policy below. 

 

EXTRA BEDDING

Extra beds are available for all room types, however are restricted to 3 adults or 2 adults and 2 children. Prices are as follows:

  • Cot for ages 0-3: USD30++

  • Mattress for children (below 12): USD40++

  • Mattress for adults (over 12): USD50++

All extra beds receive the same inclusions as all other guests. The Seraya reserves the right to refuse entry to any additional guest exceeding the maximum occupancy. 

 

BOOKING PROCESS

Bookings can be made automatically via the website, full payment is received securely via PayPal. PayPal incurs a 5% surcharge (automatically included) be covered by the guest.  

Guests’ requesting to pay via transfer must provide proof of payment within 24hours of receiving their invoice. A non-refundable 50% deposit is required to secure the booking. 

 

CANCELLATIONS & NO-SHOWS

Cancellations made within 48 hours of securing the booking may request a full refund. 

Following this 48 hour grace period, guests will forfeit 50% of their entire booking should they cancel. 

Cancellations made within a week of their check in date, guests will forfeit the cost of their entire booking and receive no refund. This also pertains to no-shows and shortened stays. 

All cancellations must be made in writing and then receive a cancellation confirmation from The Seraya. 

 

LATE ARRIVALS & EARLY DEPARTURES

Guests experiencing any itinerary changes including delays or early departures will not receive refunds on shortened stays. Changes to bookings cannot be made within one week of arrival. Guests are encouraged to take out travel insurance to ensure they are covered in the event of flight cancellation/delays or natural disasters impeding their stay at The Seraya.  

 

WATER ACTIVITIES & TRIPS

Snorkelling and kayaking are enjoyed by all guests at The Seraya, it is important for guests to be aware of tides and currents when exploring our own and neighbouring reefs. Guests are requested to speak with management if they are unsure of conditions and to alert our staff when taking trips. Snorkelling can be a strenuous activity. Please use caution and inform our crew of any medical conditions. 

 

Diving is coordinated by Seraya Divers, please speak with them directly for terms and conditions (serayadivers@gmail.com). It is important to note however, Certain medical conditions and medications may preclude some people from diving. Minimum age for diving is 8 years. The Seraya recommend a wait of 12 hours but preferably 24 hours, if doing multiple dives, before ascending to an altitude of 300 metres or greater.

 

Expeditions in to Komodo National Park are guided by The Seraya or Seraya Divers staff and crew. It is important to inform all relevant staff of any medical conditions or concerns. KNP and its surroundings are subject to strong currents and extreme conditions. All visitors to the park are expected to respect the environment by not touching or taking anything, keeping a safe distance from the wildlife and leaving only footprints behind. 

 

AGE REQUIREMENT

Guests must be 18 years or older with photo identification to check-in. Guests under the age of 18 must be accompanied by an adult. 

 

CHECK-IN / CHECK-OUT

Unless otherwise stated in the specific rate plan terms & conditions, check-in time is after 1400 hours and check-out time is 1000 hours. Actual check in times may vary, The Seraya endeavours to check guests in as soon as their room is ready and with the consideration of the following booking, guests may also be given a later check out time. This is to be determined by the resort manager over the duration of the stay.

 

GENERAL POLICIES
DAMAGE TO HOTEL PROPERTY

The Hotel reserves the right to charge guests the cost of rectifying damage or soiling, caused by accidental, deliberate, negligent or reckless act of the guest to the Hotel's property or structure.

 

SAFETY BOX

Guests are encouraged to keep their valuables in the in-room safe. The Hotel shall not be liable for the loss of money or other personal valuables during your stay.

 

PETS

The Seraya is the home of a friendly Labrador, Inka. She is extremely good with children of all ages and poses no threat to any guest. Guests are encouraged to voice any concerns with management. 

 

PROHIBITED ITEMS

The following items are not permitted in the Hotel premises:

  • Flammable, explosive or otherwise hazardous materials 

  • Objects emitting a foul odour

  • Unregistered firearms or other weapons 

  • Objects of an unusually large size or in unusually large quantities 

  • Articles related to use in gambling, prostitution, smuggling or other illicit acts

  • Illegal drugs or other articles, the possession of which is prohibited by law

 

The Hotel reserves the right to refuse entry to any guest found to be in possession of prohibited items. Guests shall be solely liable and responsible for all loss financial or otherwise, and damage that may be caused by such items.

 

HEALTH AND WELL-BEING POLICIES
EXCESSIVE NOISE

T​o ensure all guests enjoy the comfort and safety of the facilities we offer, the Hotel upholds a strict zero tolerance policy towards commotion and excessive noise. Any person found to be on our premises creating excessive noise or otherwise causing a disturbance will be requested to leave the hotel without refund.

 

INAPPROPRIATE BEHAVIOUR

Should any action by a guest, may it be towards our staff or otherwise, be deemed inappropriate by The Seraya, or if any inappropriate behaviour is brought to attention, the hotel reserves the right, after the allegations have been investigated, to take action against the guest which may result in, but not limited to, being asked to leave without a refund for any services incurred.

 

SMOKING

Smoking is not permitted in any room, this pertains to inside the bungalow, the ensuite and the balcony out front. Smoking is only permitted in designated areas, which are the Manta Restaurant, Jetty, Beach and pool area. There will be a USD200 fee for any room requiring deep cleaning due to cigarettes, e-cigarettes and/or cigars.  

 

PAYMENT POLICIES
CURRENCY, TAX & EXCHANGE RATES

Rates are in US Dollars and are subject to 10% government tax and 5% service charge, unless otherwise stated.

Onsite cash payments may be made Indonesian Rupiah only. 

Currency exchanges are determined using live exchange rates, on the date of enquiry. Failure to make payment within the designated period will require an updated exchange rate to which the hotel maintains no responsibility should the price increase. 

 

ONSITE PAYMENTS

Upon check out, guests will be presented with their final bill. This will include all extra food and beverages consumed during their stay, any extra activities undertaken, outstanding room charges and any other chargeable item used by the guest. This may be paid in cash (IDR), credit card, PayPayl transfer and bank transfer. 

Credit card payments incur a 3% surcharge, PayPal incurs a 5% surcharge and bank transfers surcharges vary between institutions. All fees surcharges to be covered by the guests. 

 

THIRD-PARTY BOOKING SOURCES

In the case of cancellation or modifications to reservations made through sources other than directly with the Hotel or the Hotel website, the Hotel recommends that guests first contact their source of booking for assistance before approaching Hotel staff.

 

FORCE MAJEURE

The Hotel cannot accept responsibility or pay any compensation where the performance or prompt performance of the reservation contract is prevented or affected by reason of circumstances which amount to “force majeure”.

Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your stay) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, epidemic and all similar situations beyond our control.

 

It is explicitly agreed that an event of force majeure suspends execution of the reciprocal obligations for the parties, and that each party shall pay the expenses resulting therefrom. In particular, the guests alone shall pay the additional expenses that might be incurred for any change in hotel, following the event of force majeure.


WEBSITE
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Before relying on the material, users should obtain appropriate professional advice relevant to their particular circumstances to evaluate its accuracy, currency, completeness and relevance for their purposes. Some material on this website may include or summarize views, standards or recommendations of third parties. The inclusion of such material is not an endorsement by us of that material and not an indication of our commitment to any particular course of action. Links provided to other websites are provided for the user’s convenience and do not constitute endorsement of the information at those sites. We accept no responsibility for material contained in any site that is linked to this website.


LEGALLY BINDING

This Contract is LEGALLY BINDING. Each Guest is responsible for reading, understanding, and agreeing with the terms and conditions set forth in this Contract as a condition of securing a Hotel booking. The provisions of this Contract have been made available to the Guest IN ADVANCE of making a Hotel booking. The provisions of this Contract are meaningful and enforceable and are NOT “BOILER PLATE” PROVISIONS. This Contract has been made available to Guest PRIOR TO making a Hotel booking and PRIOR TO travel, thus ADVANCE NOTICE has been provided.

 

This is a non-exhaustive list of general policies upheld by The Seraya. Should you require any clarification on terms not stated here, please contact us directly. 

 

The Seraya reserves the right to add to, alter or amend any of the above terms, conditions and rules as and when it deems necessary. 

 

Last Updated: 16 July 2019


The Seraya is part of PT Seraya Beach Secret Resort NPWP 02.948.605.7-924.000
 

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