Here to Make Things Easy
Answers for a Seamless Stay
Whether you’re planning your first stay or returning to your favourite corner of Bali, we’ve gathered everything you might want to know. From villa details to booking tips, here’s a clear, friendly guide to help you get the most out of your time at SUASANA.
FAQs
Arrival & Departure
What time is check-in and check-out?
Check-in is from 15:00 (3:00 PM) and check-out is by 12:00 (12:00 PM).
Can I request a late check-out?
Late check-outs are subject to availability. A fee of 50% of the nightly rate applies for check-outs until 18:00. After 18:00, a full night's rate will be charged.
What documents do I need for check-in?
All guests must provide a valid Passport (for international guests) or KTP (for Indonesian residents) for mandatory registration with local Indonesian authorities.
What happens if I lose my key?
A replacement fee of IDR 150,000 per key will be applied if keys are not returned upon check-out.
General Policies
Is smoking allowed?
All interiors are strictly non-smoking. A deep-cleaning fee of IDR 1,000,000 will be charged if evidence of smoking (smell or butts) is found.
Can I bring Durian?
Due to its strong and persistent fragrance, we have a no-durian policy. A cleaning surcharge of IDR 1,000,000 applies for scent removal.
Are pets allowed?
Pets are not allowed on the premises.
What are the quiet hours?
To respect our neighbors, please keep noise to a minimum between 22:00 (10 PM) and 07:00 (7 AM).
Can I have visitors?
Visitors are welcome until 21:00 (9 PM). Any visitors staying past this time will be registered as overnight guests and charged one full night's rate.
Can I use my own electrical devices?
Yes, you can. However, please do not use high-voltage personal electrical equipment without consulting our staff.
Payments & Cancellations
Are taxes included in the rates?
All rates are subject to 11% Government Tax and 10% Service Charge.
What is included in the rate?
Rates cover daily housekeeping and utilities. Additional Services (laundry, spa, transportation) are at an additional cost unless specified in the booking confirmation.
What happens if I cancel my booking?
Deposits are non-refundable. For cancellations made less than 72 hours before arrival, a fee equivalent to one night's stay will be charged. Cancellations will not be accepted until the we have confirmed them on the reservation portal or by e-mail.
Damages & Losses
What if I stain the linen?
Additional professional cleaning or replacement charges will apply for permanent stains such as makeup, ink, or dye.
What if I damage the property?
Guests are liable for any breakage or loss of Sausana property. Replacement costs will be charged to the guest's account.
Safety
What should I do in an emergency?
Please remain calm and follow the Evacuation Route. Our assembly Point is at the Main parking Area. Fire Extinguishers are located in each bedroom and the living room.
Contact
How can I contact you during my stay?
Our dedicated Guest Service team is available via WhatsApp at +62 813 3916 132 or by visiting the Reception.