The Seraya - Hotel Terms & Conditions
These terms apply to all bookings made directly with The Seraya or via third-party booking platforms. Last updated June 2026.
1. BOOKINGS & RATES
RATES
All rates are quoted in Indonesian Rupiah (IDR) and are exclusive of the 21% government tax and service charge (++), as mandated by Indonesian law.
-
11% VAT (Value Added Tax / PPN), as required by Indonesian law
-
10% service charge
Indonesian regulations require that accommodation and hospitality businesses advertise rates exclusive of tax and service - prices cannot legally be displayed inclusive of these charges. Rates are subject to change at any time at the hotel’s discretion, however quoted prices will be honoured provided they remain valid at the time of confirmation.
MINIMUM STAY
The Seraya has a minimum stay policy of 2 nights during high and peak season periods. Guests requesting a single-night stay may contact us directly at info@theseraya.com. Single-night stays incur a 30% surcharge, which is non-negotiable.
INCLUSIONS
Room rates are based on double occupancy and include:
-
Complimentary airport pick up and drop off
-
Island transfers at check in and check out (see transfer schedule)
-
Daily breakfast
-
Snorkelling gear, SUP boards and kayaking equipment
-
Refreshments - Welcome drink & filtered drinking water
BOOKING PROCESS
All reservations must be made in writing and include the guest’s first and last name, arrival and departure dates, email address and postal address. Reservations can be made directly via info@theseraya.com. All reservations are subject to availability and acceptance by the hotel.
To be confirmed, all reservations must be fully pre-paid prior to arrival in accordance with the payment schedule. Rooms will be automatically released if payment is not received on time. We accept payment by Visa, Mastercard and bank transfer. A copy of the bank transfer receipt must be forwarded to the hotel as proof of payment.
TOTAL BUYOUTS & GROUP BOOKINGS
Please contact info@theseraya.com and salesandmarketing@theseraya.com for further information.
THIRD-PARTY BOOKING SOURCES
For cancellations or modifications to reservations made through a third-party booking source, guests should first contact their booking provider before approaching hotel staff.
2. CANCELLATIONS & CHANGES
CANCELLATION POLICY
To avoid cancellation fees, written notification by email must be received within the following notice periods:
-
1–3 rooms: at least 14 days prior to arrival. Failure to do so will result in a charge of one night per room booked.
-
4–10 rooms: at least 21 days prior to arrival. Failure to do so will result in a charge for the full length of stay for all rooms booked.
-
10+ rooms: at least 30 days prior to arrival. Failure to do so will result in a charge for the full length of stay for all rooms booked.
An administration fee of IDR 2,500,000 is applicable to process any refund.
NO-SHOW POLICY
In the case of a no-show without cancellation received within the required notice period, the full length of stay will be charged and any remaining reservation balance will be cancelled.
LATE ARRIVALS & EARLY DEPARTURES
Guests experiencing itinerary changes including delays or early departures will not receive refunds for shortened stays. The Seraya is not responsible for weather conditions, personal emergencies or schedule changes.
TRAVEL INSURANCE
Given The Seraya’s remote island location, we strongly recommend that all guests purchase comprehensive travel insurance prior to arrival. Travel insurance should cover trip cancellation, flight delays, medical emergencies, evacuation, and loss of personal belongings. The Seraya cannot be held responsible for costs incurred due to circumstances outside our control, including natural disasters, adverse weather, medical emergencies or transport disruptions. Medical facilities on the island are limited to first aid - emergency evacuation to Labuan Bajo may be required for serious medical incidents, and the cost of evacuation is the responsibility of the guest.
FORCE MAJEURE
The Seraya cannot accept responsibility or pay compensation where performance of the reservation contract is prevented or affected by circumstances amounting to force majeure - being any event which we could not, even with all due care, foresee or avoid. This includes fire, flood, storm, natural disaster, civil unrest, industrial action, war, terrorist activity, epidemic and other similar situations beyond our control.
In the event of force majeure, each party shall bear the expenses resulting therefrom. Guests alone shall be responsible for any additional costs incurred as a result of a change in accommodation.
3. TRANSFERS & GETTING HERE
AIRPORT TRANSFERS
We offer complimentary airport pick up and drop off for all guests. Depending on your arrival time, our staff will escort you to the transfer boat or to our Seraya Transit Cafe (Jl Bidadari No. 19, Labuan Bajo) to wait until departure.
TRANSFER SCHEDULE
Complimentary island transfers operate within the following schedule:
-
Check in: depart Labuan Bajo at 11am & 2pm
-
Check out: depart The Seraya at 10am & 1pm
Please consider this schedule when booking flights and other travel arrangements.
TRANSFERS OUTSIDE SCHEDULE
Transfers required outside the above schedule will incur an additional fee:
-
Blue Heron Wooden Boat: IDR 2,000,000++ per boat per trip
-
Wahoo Speed Boat: IDR 3,000,000++ per boat per trip
The Seraya Resort has strict boat departure times from both Labuan Bajo and the resort. Whilst we extend flexibility where possible, we cannot be accountable for flight delays. If a flight is delayed by more than 20 minutes, the transfer boat will depart regardless. Any private transfer required as a result will be at the expense of the guest.
The last private charter boat departs Labuan Bajo at 6:00pm. If your flight arrives after this time, we recommend staying overnight in Labuan Bajo and joining the 11:00am shuttle the following morning.
GUESTS ALREADY IN LABUAN BAJO
Guests already staying in Labuan Bajo should make their own way to Seraya Transit Cafe (Jl Bidadari No. 19, Labuan Bajo) by 10:30am or 1:30pm to meet our staff for the harbour transfer. We do not offer hotel pick up. Pick up or drop off to and from other locations or hotels in Labuan Bajo is available for an additional charge of IDR 150,000 per way, per car (maximum 4 people per car).
4. CHECK IN & CHECK OUT
CHECK IN
Standard check in time is 2:00pm. Early check in may be requested in advance but is subject to room availability on the day. To guarantee early access before 2:00pm, the previous night’s accommodation must be booked and paid for.
In order to comply with Indonesian government regulations, a valid ID card or passport must be presented upon check in. Copies of identification will be submitted to the relevant government offices.
CHECK OUT
Check out time is 10:00am. Extension of check out time is subject to availability and may incur additional charges. Please speak with guest relations if you require a late check out.
5. ACCOMMODATION
ROOM CAPACITIES & EXTRA BEDDING
Room capacities vary by bungalow type:
-
Absolute Beachfront Bungalows: 2 guests only - no extra beds
-
Absolute Beachfront Family Bungalows: 4 guests - no extra beds
-
Hillside Garden Bungalows & Canopy Seaview Bungalows: 2 guests with an option for 1 extra bed (maximum 2 adults & 1 child)
CHILDREN’S POLICY & EXTRA BED PRICING
The Seraya is a child-friendly resort. The following charges apply:
-
Age 0–3: complimentary. Baby cot available on request.
-
Age 4–11 with extra bed: IDR 1,000,000++ per night
-
Age 4–11 sharing parents’ bed: IDR 500,000++ per night (charged as an extra person)
-
Age 11 and above: charged at adult rate. Extra bed IDR 1,300,000++ per night.
Extra bed charges include all standard inclusions: airport transfers, island transfers, complimentary breakfast and water activity gear. All extra guests must be booked in advance. The Seraya reserves the right to refuse entry to any additional guest exceeding maximum occupancy.
Parents, guardians and chaperones are personally and legally responsible for supervising children at all times. Children under 11 are not permitted in the pool without adult supervision. The resort does not offer babysitting services or a kids club. We do not stock children’s snorkelling gear - please bring your own. A children’s menu and special meal times can be arranged on request.
SAFETY DEPOSIT BOX
Guests are encouraged to store valuables in the in-room safe. The Seraya is not liable for loss of money or personal valuables during your stay.
VALUABLES & PERSONAL PROPERTY
The Seraya accepts no liability for loss, theft or damage to guests’ personal belongings anywhere on the resort property, including in bungalows, communal areas, on the jetty, beach or during any resort activities or excursions. Guests are advised to keep valuables secured in the in-room safety deposit box and to ensure their travel insurance covers personal property.
DAMAGE TO PROPERTY
The Seraya reserves the right to charge guests for the cost of rectifying damage caused by accidental, deliberate, negligent or reckless acts. Damage to rooms, fixtures, furnishings and equipment including removal of towels, artwork or electronic items will be charged at 120% of the full replacement value plus any applicable shipping or handling charges. In extreme cases, criminal charges may be pursued.
Damage to mattresses and linen resulting from body oils, make-up, nail polish or similar will result in charges for special cleaning, repair or replacement.
6. RESORT POLICIES
INTERNET & CONNECTIVITY
The Seraya does not provide WiFi anywhere on the resort. We encourage guests to embrace the digital detox and enjoy the natural surroundings. A shared guest PC is available at the Seraya Boutique (open 9am–9pm) for essential online access. Local SIM cards can work sporadically on the island, with the best signal typically found at the Hilltop Viewing Point.
SMOKING
As an eco-minded barefoot luxury property, The Seraya maintains a clean air policy throughout the resort. Smoking - including cigarettes, e-cigarettes, vapes, cigars and marijuana (which is prohibited at all times under Indonesian law) - is only permitted at the Beach Bar and on the front deck of the Bamboo Manta restaurant, provided it does not affect the comfort of other guests.
EXCESSIVE NOISE
The Seraya upholds a strict zero tolerance policy towards excessive noise and disturbances. Any guest creating a disturbance will be asked to leave without refund.
INAPPROPRIATE BEHAVIOUR
The Seraya reserves the right to investigate and take action against any guest whose behaviour is deemed inappropriate - whether towards staff or other guests - up to and including removal from the resort without refund.
PROHIBITED ITEMS
The following items are not permitted on resort premises:
-
Flammable, explosive or hazardous materials
-
Unregistered firearms or weapons
-
Illegal drugs or substances prohibited under Indonesian law
-
Articles related to gambling, prostitution, smuggling or other illicit acts
-
Objects emitting a foul odour
-
Objects of unusually large size or quantity
-
Durian fruit
The Seraya reserves the right to refuse entry to any guest in possession of prohibited items. Guests are solely liable for any loss or damage caused by such items.
AGE REQUIREMENT
Guests must be 18 years or older. Guests under 18 must be accompanied by an adult at all times.
CURRENCY, TAX & SERVICE CHARGE
All rates are in Indonesian Rupiah (IDR) and are subject to 21% government tax and service charge (11% VAT + 10% service charge) unless otherwise stated, as required by Indonesian law. Indonesian Rupiah is the only currency accepted on site. Foreign currency and cheques are not accepted.
PHOTOGRAPHY & PRIVACY
The Seraya occasionally photographs and films the resort and its guests for use in marketing and promotional materials, including on social media, the website and print collateral. By staying at The Seraya, guests acknowledge that they may appear in such content. Guests who do not wish to be photographed should inform management upon check in. The Seraya will not publish images in which a guest has been clearly and specifically identified without consent.
7. ENVIRONMENT & WILDLIFE
REEF & MARINE ENVIRONMENT
The Seraya is committed to the protection and restoration of its house reef and surrounding marine ecosystem. All guests are expected to respect the reef by maintaining buoyancy while snorkelling, not touching or standing on coral (including areas that appear sandy), not removing or damaging any marine life, and not disturbing wildlife in or around the water.
Guests who cause damage to the reef or marine environment - including standing on coral, collecting specimens or engaging in behaviour that harms the ecosystem - may be asked to leave the resort and may be liable for charges in accordance with Indonesian environmental law. Komodo National Park is a UNESCO World Heritage Site and protected marine area; any damage to the park’s environment is a serious offence.
WILDLIFE & NATURAL ENVIRONMENT
The Seraya’s land and surrounding waters are home to diverse and protected wildlife. Guests must not interfere with, feed, capture or harm any wildlife on or around the island. This includes marine life, birds, reptiles and insects. Guests visiting Komodo National Park must maintain a safe distance from Komodo dragons and all other wildlife at all times, and must follow the directions of their guide.
Daily beach cleans are conducted by staff. Guests are warmly encouraged to participate and to dispose of any rubbish found during ocean activities in the beach bins provided.
8. BOAT SAFETY & MARITIME TRAVEL
TRAVELLING ON RESORT VESSELS
All guests travelling on resort vessels - including transfer boats, the Blue Heron, Wahoo speedboat and Dalliance liveaboard - do so at their own risk. The Seraya, its management and crew accept no liability for injury, illness, death or loss of personal property occurring during any maritime transfer or excursion.
CREW INSTRUCTIONS & LIFE JACKETS
Guests must follow the instructions of the vessel crew at all times. Life jackets are available on all vessels and must be worn when requested by the crew or in adverse sea conditions.
WEATHER & CANCELLATIONS
The Seraya reserves the right to cancel, delay or modify any boat departure due to weather, sea conditions or safety concerns, without liability for any resulting costs incurred by the guest, including but not limited to flight changes, missed connections or additional accommodation. The Seraya will always prioritise guest safety over schedule adherence. Guests are strongly advised to ensure their travel insurance covers maritime travel and trip disruption resulting from weather or sea conditions.
CHILDREN ON VESSELS
Children must be accompanied and supervised by a parent or guardian at all times on all vessels.
FITNESS TO TRAVEL
Guests are discouraged from consuming alcohol prior to or during boat transfers. The crew reserves the right to refuse transfer to any guest deemed unfit to travel safely.
MEDICAL CONDITIONS
Guests with medical conditions that may be affected by boat travel, including motion sickness, cardiac conditions or mobility limitations, are advised to disclose this to staff prior to boarding so appropriate arrangements can be made.
SEA CONDITIONS
The waters surrounding Seraya Kecil and Komodo National Park are subject to strong currents, tidal shifts and variable weather conditions. Crossing times and conditions can change without notice.
9. ACTIVITIES & SAFETY
ACTIVITY LIABILITY WAIVER
All guests are required to sign a safety waiver upon check in as a condition of participation in water activities including snorkelling, kayaking and use of SUP boards. By signing the waiver, guests acknowledge that these activities carry inherent risks, that they participate at their own risk, and that The Seraya, its management and staff accept no liability for injury, illness, death or loss of property arising from participation in any resort activity or excursion.
Guests with pre-existing medical conditions, limited swimming ability or other relevant health concerns must disclose these to staff prior to participating in any activity. The Seraya reserves the right to refuse participation in any activity on safety grounds.
HEALTH & MEDICAL DISCLOSURE
The Seraya is not a medical facility. The resort is equipped with a standard first aid kit and management staff are qualified first aid responders; however, the ability to treat serious medical conditions on the island is limited. Guests with known medical conditions are strongly advised to carry all necessary medication and to disclose relevant health information to staff upon check in.
In the event of a medical emergency, evacuation to Labuan Bajo will be arranged via speedboat. Labuan Bajo has a private hospital approximately five minutes from the harbour. The cost of medical evacuation is the sole responsibility of the guest. Travel insurance covering medical evacuation is strongly recommended.
WATER ACTIVITIES
Snorkelling, kayaking and use of SUP boards are complimentary for all guests. Equipment is available from the Recreation Centre (open 7am–7pm). Guests must inform staff of their itinerary before heading out, and alert management if conditions seem uncertain. Life vests are available for guests who are not confident in the water.
Tides and currents can be significant in the waters around Seraya Kecil. Depending on the moon phase, tidal shifts of up to two metres can create strong currents in the channel between Seraya Kecil and Seraya Besar. Guests are requested to check with management or consult the tide chart before kayaking to neighbouring islands.
KOMODO NATIONAL PARK EXCURSIONS
Excursions into Komodo National Park are guided by The Seraya staff. All guests must inform staff of any medical conditions or concerns prior to departure. The National Park and surrounding waters are subject to strong currents and variable conditions. All visitors must respect the environment - do not touch or take anything, maintain a safe distance from all wildlife, and leave only footprints.
Komodo National Park entry fees are not included in your stay and are payable by cash only on the day of the excursion. The Seraya accepts no liability for incidents, injury or loss occurring within the National Park or on excursions operated by third parties.
PAYMENT
An advance deposit is required upon check in for personal expenses. All incidental charges must be fully settled prior to departure. Visa and Mastercard are accepted. Indonesian Rupiah is the only currency accepted on site.
This is a non-exhaustive list of policies upheld by The Seraya. For any clarification on terms not stated here, please contact us directly at info@theseraya.com.
The Seraya reserves the right to amend, modify or add to these terms and conditions at any time without prior notice. Any modifications that occur before your departure form part of your reservation agreement.