Terms & Conditions

By making a booking, you agree to abide by the following Terms and Conditions. If you do not agree, please do not proceed with your booking.

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1. BOOKING CONFIRMATION

• All bookings are subject to availability.

• A booking is confirmed only upon receipt of payment as specified in the Payment Policy.

• You will receive a confirmation email with booking details and payment status.

 

2. PAYMENT POLICY

• All Bookings and Ticket Purchase, except for Retreat: Full payment is required to confirm your reservation, unless otherwise specified.

• Retreat Bookings: A deposit of 50% of the total fee is required to secure your spot, with the remaining balance due at least 7 days before arrival.

• Payment Deadline: Required payments must be completed before the specified payment deadline. Late payments may result in automatic cancellation, with the deposit forfeited.

• Accepted payment methods include bank transfer and credit/debit card (processed manually).

 

3. CANCELLATION & REFUND POLICY

• All Bookings and Ticket Purchase, except for Retreat: Confirmed reservations are non-cancellable and non-refundable.

• Retreat Bookings: Cancellations must be submitted in writing. Refunds are processed as follows:

  • More than 30 days before arrival: Full refund of payment made.

  • 29 to 7 days before arrival: 50% refund of the total package price.

  • Less than 7 days before arrival: No refund.

  • No-Show: Full booking fee forfeited with no refund.

• Deposit & Payments: Amount paid may be non-refundable but can be credited towards future bookings and/ or spending during the stay  in certain circumstances.

 

4. CHANGES TO BOOKING

• Requests for changes (e.g., dates, room type) must be made in writing and are subject to availability.

• Administrative fees may apply for changes made after confirmation.

• Change of date for room, package and transport bookings is permitted if requested at least 3 days before check-in, subject to availability and the applicable rate of the new reservation.

 

5. TRANSPORT PROVISION

• The provision of transport includes the use of the specified vehicle along with a driver service for the route designated in the booking confirmation. Only the general vehicle category will be confirmed in the booking confirmation.

• Transport charges cover fuel costs; however, they do not include content and passenger insurance. Any applicable stopover charges, such as entrance fees or parking fees at stopover destinations are also not included

• Full day car rental with driver service is limited to a maximum of 10 hours, unless otherwise specified in the booking confirmation. Should the duration of service exceed 10 hours, an additional hourly charge will apply at a rate of Rp 300,000 per hour.

 

6. ENTRANCE TICKET

• Entrance Ticket purchase is only valid for entry to Taman Simalem resort compound for date and type of vehicle stated in the Booking Confirmation. 

 

7. TRAVEL INSURANCE

• We strongly recommend that all our guests obtain travel insurance to cover any unexpected events that may impact their booking, including trip cancellation, medical emergencies, or loss of personal belongings.

 

8. ACCOMMODATION ALLOCATION

• Accommodation and packages booked on a run-of-house basis will have  the room type and location assigned at the property’s discretion.

• Requests for specific room types (e.g., single occupancy, premium views) booked on run-of-house rate  are subject to availability and additional charges. 

• Special requests for rooms such as connecting, ground/ high floor will be noted. We will try our best to arrange them but availability can only be confirmed at the time of check-in. 

 

9. ROOM CAPACITY POLICY

• We are strict about our guest count and do not allow more headcount than permitted beyond the room capacity. 

• Each room has a specified maximum capacity, and any additional guests must comply with the Extra Bed and Child Policies stated below. 

 

0. EXTRA BED POLICY

• Your room allows for a maximum of one Extra Bed. Please note that our Extra Bed mattress is laid on the bedroom floor and is properly set with a bed sheet, pillow with cover, and quilt cover.

 

11. CHILD POLICY

• Children above 10 years old are considered adults.

• A maximum of one child aged 10 and below can share the room with adults with existing bedding.

• Any subsequent child requires an Extra Bed.

• Meal charges are applicable for children aged above 2 years old.

 

12. ROOM VIEW

• The following accommodation types have restricted or no view:

  • Tongging Point Lodge Superior

  • Tongging Point Hotel Superior

  • Willow Superior @ Simalem Sanctuary

 

13. FOOD & BEVERAGE POLICY

• No outside food and beverages are allowed in rooms and food & beverage outlets.

• Cooking in a room without a kitchen or kitchenette facility is strictly forbidden. 

• Room service is only available during the operational hours of the Food & Beverage facility. Generally, the last order for room service is at 9.30 PM.

• During peak periods, room service may not be available. Please check with the Reception or refer to our Guest App for availability after check-in. 

 

14. CHECK-IN/OUT TIME

• Check-in time is at 15:00 and check-out is at 12:00. Any request for late check-out is subject to availability; please check with our Front Desk on check-out day.

 

15. PET POLICY

• Pets are not allowed on the property, including in guest rooms and common areas.

• We kindly ask guests to refrain from bringing pets to ensure a comfortable environment for all our visitors.

• Any violation of this policy may result in additional cleaning fees or other penalties as deemed appropriate by management.

 

16. HEALTH & SAFETY

• Retreat Participants must disclose any medical conditions, allergies, or dietary restrictions at least 7 days before arrival.

• PT Merek Indah Lestari as developer of Taman Simalem resort and Simalem Sanctuary reserves the right to refuse participation in any activity/ guest use of any facility if a condition poses a risk to the individual or others.

 

17. LIABILITY WAIVER

• PT Merek Indah Lestari, developer of Taman Simalem Resort and Simalem Sanctuary, and its representatives are not liable for:

  • Personal injury, accidents, or illness during the stay duration.

  • Loss or damage to personal belongings.

  • Unforeseen circumstances (e.g., natural disasters, travel disruptions).

• Participants assume full responsibility for their well-being and property.

 

18. CODE OF CONDUCT

• Respectful behavior toward fellow participants, staff, and the environment is mandatory.

• Disruptive conduct may result in immediate removal without refund.

 

19. RETREAT & ACTIVITY MODIFICATIONS OR CANCELLATIONS 

• Retreat programs and other organised activities may be rescheduled or cancelled due to extreme weather or low enrollment, providing options for a full refund if new dates/ timings are unsuitable.

 

20. GOVERNING LAW

• These terms are governed by the laws of the Republic of Indonesia. Any disputes will be resolved under its jurisdiction.

 

21. AGREEMENT

• By completing a booking, you confirm that you:

  • Have read, understood, and agreed to these terms.

  • Acknowledge the non-refundable deposit policy.

  • Accept responsibility for your health, safety, and belongings.

 

22. CONTACT INFORMATION

• For inquiries, please contact:

  • +62 811 6008 616 (text only)

  • +62 811 6077 616 (WhatsApp)

  • info@simalemsanctuary.com