Eala Estate Terms and Conditions
Bookings All bookings are subject to availability. Guests must provide accurate names, contact details, identification information, booking dates, and the correct number of guests. The person making the booking must be at least 18 years old and is responsible for the booking, payment, and conduct of all accompanying guests.
Prices Accommodation prices are calculated through our live booking calendar. Prices may vary depending on the selected villa, dates, season, availability, length of stay, public holidays, local events, number of guests, and additional services. The total applicable price will be displayed or confirmed before payment is completed. Once a booking has been confirmed, the confirmed price will apply to that booking unless the guest later requests changes that affect the price.
Payment The required payment amount and payment deadline will be displayed or communicated before payment. Depending on the booking conditions, full payment or a deposit may be required to confirm the reservation. Any outstanding balance must be paid by the deadline stated in the booking confirmation. Payments may be processed through an authorised third-party payment provider, including Xendit. A booking is only confirmed after the required payment has been successfully received.
Check-in and Check-out Standard check-in time is 3:00 PM. Standard check-out time is 11:00 AM. Early check-in and late check-out are subject to availability and may incur an additional charge. Guests may be required to provide a valid passport, identity card, or other government-issued identification before or during check-in.
Number of Guests The number of guests must not exceed the maximum occupancy stated for the villa or shown in the booking confirmation. Additional guests must be approved in advance and may incur an additional charge. Additional beds are subject to availability and must be requested before arrival.
Guest Responsibilities Guests must:
Smoking is only permitted in designated outdoor areas. Pets are not permitted unless written approval is provided before arrival.
Damage and Security Deposits A refundable security deposit may be required before or during check-in. Guests are responsible for damage, missing items, excessive cleaning, or other costs caused by them or members of their group. Applicable costs may be deducted from the security deposit or charged separately.
Property Access Eala Estate management or authorised staff may enter the villa when reasonably necessary for:
Except in emergencies, reasonable notice will be provided where possible.
Where reasonably possible, we may offer alternative dates, booking credit, alternative accommodation, or another suitable solution.
Liability Guests use the villa, swimming pool, equipment, stairs, outdoor areas, and other facilities at their own reasonable risk. Eala Estate is not responsible for loss, theft, injury, delay, or damage unless directly caused by proven negligence or misconduct by Eala Estate. Guests are responsible for supervising children and anyone requiring additional assistance. Nothing in these Terms and Conditions excludes any legal rights or responsibilities that cannot lawfully be excluded.
Complaints Any problem with the villa or stay should be reported as soon as possible. Guests must allow Eala Estate a reasonable opportunity to inspect and resolve the issue during the stay. Complaints submitted after departure will be reviewed, but compensation or a refund is not guaranteed when the issue was not reported during the stay.
Acceptance By completing a booking or payment, the guest confirms that they have read and accepted:
Cancellation and Refund Policy
As Eala Estate provides short-term accommodation rather than physical goods, physical product returns do not apply. This policy covers booking cancellations, booking changes, incorrect payments, and refund requests.
Promotional, last-minute, high-season, peak-season, or special-event bookings may be non-refundable. Any non-refundable conditions will be displayed or communicated before payment.
A date-change request made fewer than 14 days before check-in may be refused or treated as a cancellation.
Eala Estate is not responsible for indirect expenses such as flights, visas, transport costs, missed connections, or alternative travel arrangements.
The request should include:
Refund Processing Approved refunds will be returned, where possible, to the original payment method. Refunds are normally initiated within 7 to 14 business days after approval. The final time required for the funds to appear may depend on the guest’s bank, card issuer, or payment provider. Non-refundable payment-processing charges, bank fees, and currency-conversion differences may be deducted where those costs cannot be recovered by Eala Estate.
Duplicate or Incorrect Payments Duplicate payments or amounts paid in error should be reported immediately. Once the payment has been verified, any confirmed overpayment will be returned to the original payment method where possible.
Issues During a Stay Guests requesting compensation due to a problem during their stay must report the issue promptly and allow Eala Estate a reasonable opportunity to resolve it. Any refund or partial refund will be assessed based on:
Submitting a complaint does not automatically guarantee a refund.
Contact Information Business name: Emerald Island Enterprises Property name: Eala Estate Address: Eala Estate, Kuta, Pujut, Central Lombok Regency, West Nusa Tenggara 83573, Indonesia Telephone/WhatsApp: +62 822 3461 4166 Email: ealalombok@gmail.com Operating hours: Monday to Sunday, 8:00 AM to 8:00 PM Central Indonesia Time (WITA)
Guests can contact us regarding bookings, payments, changes, cancellations, refunds, check-in arrangements, or general accommodation questions.
