Terms & Conditions

Reserving a private villa differs significantly from booking a standard hotel room, particularly in terms of payment and cancellations. Please read the following terms and conditions carefully.

The Tropical Door (TTD) Bali acts as a wholesaler for property owners (“Owner”).

When a Guest reserves a stay through The Tropical Door website, the Guest is considered to have accepted these terms and conditions as well as the processing of personal data by TTD.

Payment

When you, as Guest, initiate a reservation on the TTD website, the 100% payment settlement needs to be made through our payment gateway partner.

If you wish to cancel your reservation, please refer to our Cancellation Policy.

Additional Costs

By making a booking on The Tropical Door, you agree to a service fee of 10% of the total booking amount, which is charged at the time of reservation. This service fee is applied to cover the comprehensive range of services we provide, including:

• Platform Access and Convenience: Ensuring a seamless booking process with access to a curated selection of exclusive villas, along with user-friendly search and reservation tools.
• Customer Support: Providing 24/7 customer support to assist you with any inquiries or issues before, during, and after your stay, ensuring a smooth and enjoyable experience.
• Secure Payment Processing: Facilitating secure payment methods to protect your financial information and guarantee the reliability of your transactions.
• Quality Assurance: Regularly reviewing and maintaining high standards for all listed properties, ensuring you have a quality experience during your stay.
• Booking Management: Handling all aspects of your reservation, including confirmation, cancellations, and modifications, to provide you with a stress-free experience.

This service fee will be included in the total cost displayed at the time of booking. By proceeding with a booking, you accept these terms and conditions.

Arrival / Departure Times

Unless otherwise specified, our regular check-in and check-out times for villas are respectively 2pm and 12pm (noon). Please notify the TTD staff of any adjustments to your arrival or departure itinerary prior to 24 hours before your arrival date. This would make it easier for us to accommodate a modification when possible.

For your acknowledgement, this condition is subject to availability.

Damage or Losses

Please kindly treat the booked Property accordingly, and leave the Property and all its contents in good order and an acceptably clean condition.

Any damage or loss caused during your Staying Period, as well as any special cleaning requirement due to negligence of anyone in your group, will be the Guest’s responsibility and may be charged to the Guest’s account.

In cases of excessive or unacceptable loss or damage at any time during the Guest’s Staying Period, TTD may require the Guest and their party, including visitors, to vacate the Property immediately, without compensation or refund.

Access

During the Guest’s stay, the Property and its facilities are accessible for full convenience. However, the Owner or other TTD staff and contractors may require access to the Property on occasion (e.g. for house maintenance, garden, swimming pool, utilities and services, or for providing additional services requested by the Guest, etc.). You are required to give them reasonable access to the Property for these reasons.

Should you feel unsure about this, please kindly contact our villa manager.

Number of Guests

Unless explicitly authorized in writing by TTD, the number of persons (adults and children) staying at the Property shall not exceed the maximum number of sleeping spaces mentioned in the booking confirmation and reservation details.

When the number of visitors exceeds the stipulated threshold, entry or access to the Property may be rejected or limited. Pets are not permitted unless previously approved in writing.

Use of Property

All bookings are considered to be for standard vacation reasons only, and the Guest acknowledges that usage of the Property will be confined to this purpose unless otherwise agreed in writing.

If the Guest intends to conduct an event at the Property, such as a wedding or a party, or if the Guest intends to use the Property for a reason other than a vacation, please notify the TTD team at the time of booking, as specific approval or preparations may be necessary.

Please be advised that same-sex wedding ceremonies are illegal in Indonesia and that any other type of same-sex ceremony will not be in conformity with local norms.

If TTD has confirmed a booking that involves an event at the Guest’s chosen Property, the Guest may be required to get permissions from the police and the local community before the event may take place.

The Guest understands and accepts that TTD and the Owner have no authority over the issuance of these permissions. If the authorities and/or the local community decline to grant a permit for an event at the Property, the Owner will reimburse any event fee paid by the Guest to the Owner; however, neither TTD nor the Owner will be responsible for any additional refund or payment to the Guest.

Valuables and Security

Guests are responsible for all their valuables and personal items. Neither TTD nor the Owner accepts any responsibility for loss of or damage to Guest property.

The Guest is responsible for the Property during their Staying Period and must ensure that all windows and doors are locked securely when not on the premises. Any act or omission by the Guest, their party and/or visitors which may negate or prejudice the Property’s insurance policy and/or results in loss or damage is the Guest’s responsibility.

Price Fluctuation

Once a booking is confirmed, the price of the reservation is fully guaranteed, even if TTD changes the price on its website thereafter. In return for this commitment, no refunds will be made for any exchange rate fluctuation that may otherwise reduce the rental cost.

TTD reserves the right to impose any taxes or other charges which may be implemented by a government or other regulatory body, which were unknown at the time of publishing. TTD will tell the Guest promptly in the unlikely event that it becomes aware of any additional taxes or charges that will apply to the Guest’s booking.

Complaints

Every attempt will be made for the Guest to have an enjoyable stay. If you have a problem during your Staying Period, please inform the TTD team and we will do our best to assist you.

For complaints to be addressed, the Guest must communicate any problem whilst on location.

If no complaint is reported during the Staying Period, TTD will assume that the Property was met to the Guest’s satisfaction and no further complaint will be entertained later.

Provisions

Guests staying in self-catering accommodations must plan for all groceries and consumables required for everyday living. The Property’s staff may fulfill reasonable requests to purchase provisions on your behalf, which will be charged to the Guest.

TTD Responsibility

The descriptions, evaluations, and/or ratings of Properties and surrounding areas that TTD publishes or provides to the Guest are supplied in good faith and with the expectation that they are correct based on the most recent information obtained.

However, TTD cannot be held liable for any last-minute changes or errors to the Properties. When TTD publishes or refers to descriptions, assessments, and/or ratings of the Property, whether by TTD or by external parties, these ratings are provided for informational reasons only, and TTD will not be held liable for any reliance put on these ratings.

Disclaimers

The Tropical Door (TTD), does not accept any responsibility or liability for:

• Any physical injury, sickness, death, loss, damage, inconvenience or additional expenses incurred by the Guest, their party or visitors regardless of the cause;
• Any vehicle or the contents of any vehicle used, hired or engaged by the Guest or their party during the Rental Period;
• Inability of the Guest or any member of the Guest’s party to enter the location of the Property or stay at the Property for all or part of the Rental Period as a result of failure to obtain appropriate travel or visa documentation, cancellation or amendments to travel arrangements or the missing of flights or travel connections; and/or
• Strife, strike, demonstration, terrorist activity (threatened or actual), natural disaster, fire, sickness, weather conditions, action at an airport or port by any government or public authority, technical problems relating to transport and airport regulations caused by technical, mechanical or electrical breakdowns, or any technical, structural, electrical, plumbing or other problems or difficulties with the Property which make it unsafe or unusable, or any other circumstances which amount to ‘force majeure’ or Acts of God, or other events beyond TTD or the Owner’s control.
• In no case will TTD nor the Owner, individually or collectively be liable to make any payment or give any refund or compensation of any amount over and above the total rental amount paid.

By making a booking request, the Guest agrees that these terms and conditions have been read, understood and have been accepted and agreed to without reservation and without exception.

If any of the conditions of these Terms & Conditions are or become or are deemed to be invalid, or if there is any omission from any terms and conditions, the remaining terms and conditions will remain valid and enforceable and cannot be contested.