Resort Policy

la joya resort Group

FAQ

unplugged resort

Keeping up to its remote location, the resort offers no TV, encouraging guests to take the time to reconnect with themselves and unwind to the beauty of nature. Daily activities with an affordable price include morning group Yoga, surfing at Balangan Beach (Pantai Balangan) and massage at the edge of the cliff with the sounds of the ocean waves. All accommodations are air-conditioned and feature an outdoor terrace, offering at least a garden view, or some form of greenery or more, depending on the room type.

Front Office operating hours

The Front Office at La Joya Resorts operates from 7am to 11pm daily.
Please do contact us prior if you are checking-in after 11pm.

No smoking policy

We would ask guests to respect that all our rooms are no-smoking rooms. All rooms come with an outdoor terrace where smoking is permitted.

Children - accommodation

First child up to age 5 spend the night free in their parents’ room.
Child from age 6 will be considered as an extra person and additional charge of IDR 250,000 per night will apply.
Family with two kids age up to 5, will be charged IDR 250,000 per night for the second child occupancy.
As parents, guardians, or chaperones of children you are personally and legally responsible for and must supervise them at all times.

Drone Policy

Out of safety and privacy concerns for guests, employees, and resort property, La Joya Resorts strictly controls the operation or use of unmanned aerial systems, or drones, by the general public – including recreational users and hobbyists.

This includes:-

Drones used for filming or videotaping on La Joya Resort property.
Drone operations or use extends to any drones launched or operated from Resort property, as well as drones launched from private property outside of and around La Joya Resort boundaries.

Permit to use Drone Application

Prior approval with a signed documented permit from the Resort is mandatory for the use of drones and this needs to be done at least 7 working days prior to the actual drone flying activity.
All drone operations needs to strictly follow the resort guidelines and timing. *Timings will be specified on a case-by-case basis.
Any violation of this policy may involve suspension of your stay in our resort at La Joya Biu Biu and/or La Joya Balangan Resort.
For more information, please email us via marketing@la-joya.com.
Application of ‘Permit to use Drone’ is strictly via email.
The resort may take up to 3 – 5 workings days to review all ‘Permit to use Drone’ applications

Transportation

La Joya Resorts are loocated in the red (restricted) area of any form of hired transportation, be it the local taxi (blue bird) or through ride-sharing app like gojek and grab.
Coming into the area with a hired transportation is fine, however to leave the resort, guests would need to take the transportation managed by the local community.

The resort has to proceed with respect for the local economy and culture while serving the best for our guests. Hence, with much compromise, local drivers are not allowed to charge more on the agreed transportation price list for each property

Check in & Check Out

Minimum age to check-in is 18 years old.
Check in time is at 2.00pm and check out time at 12.00pm.
Early check-in or late check- out request is subject to availability and additional cost.

Third and Extra Person Fee

All room rates are listed for single / double occupancy. Additional adults or child above the age of 6 sharing a room will incur a charge of IDR 250,000 per night, per person.

Guest's Visitors & Day Visitors

Visitors of In-house guests’ and Regular Day Visitors to the resort are welcome to enter the property from 8am to 10pm. This includes guests who wish to dine at the Resort Restaurant or use our Spa facilities.
Should visitors wish to use the pool facilities, IDR 150,000 per person (of any age) will be charged for towel rental, sun bed use and complimentary Wi-Fi.
All visitors need to make full payment upon arrival at the resort Reception Desk.
Upon successful payment, a unique wristband will be provided, which serves as your identification during your day visit.
Visitors without wristbands will be escorted off the property.
Only cash payment in Indonesian Rupiah will be accepted. No Credit Card or Cheque.
No outside food and beverage is allowed into the resort or restaurant.
No private music is allowed to be played at resort’s area or around the pool by Day Visitors.
Drunk and disorderly behaviour will not be tolerated.
Day Visitors may not enter In-house guests designated area unless they are invited by In-house guests or agreed upon in advance with the Management on site.
All facilities on the Resort are used entirely at guests own risk.

Room & Villa Policies

No In-Room Party

La Joya Resort Group enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund.

Events in the Private Vila

If do event or party, an event fee would be charge Rp5,000,000 per event maximum 20 persons
– Additional person would be charge for Rp500,000 per night
– Any damage will apply to charge based on management decision
– Not allowed to bring some electricity stuff out of our power capacity
– Every different additional person always need to register in front office
No pets are allowed

Reducing Waste & Saving the Environment

We always strive to give back to our beautiful environment and community in whichever way possible.

No Plastic Bottled Water
We have replaced all plastic bottled water to re-useable glass bottles in your room. Water will be replenished daily.

Reusing Towels
We encourage guest to make the choice of reusing your room towels. For this, we give you pool towels separately at our pool bar

Hang it, if you would like to use again
Leave it on the side, with the note that says “Please Wash” for us to replace it with new towels

Internet

A complimentary Wi-Fi internet connection is available for the guests, in all rooms and common areas.

Roll Away Beds, Baby Cots

Roll away beds are IDR 150,000 per night plus tax (fee is in addition to 3rd person fee). Subject to availability. First Baby cot (for babies 0 – 2 years old )are complimentary. Subsequent cot rental will be charged at IDR 150,000 per night . Room type must fit rollaway and requests must be confirmed with property directly.

Payment & Cancellation Terms

Credit Card Pre-Authorisation

Guest must provide valid credit card information (such as credit card type, credit card number, expiry date and the full name shown on the credit card) to the resort to secure their reservation or to pay an advance deposit for prepaid or advance purchases. No payment will be deducted from your credit card at the time of reservation unless it is for prepayment or advance purchase.
Please note that the Resort reserves the right to pre-authorise the booker’s credit card 24 hours prior to arrival. This places the pre-authorised amount in a holding state which also temporarily reduces one’s credit limit.
The pre-authorisation is not a charge and no funds will be debited from the account, this will also not be reflected in the credit card statement since no charge has been made. The credit limit will be released back to the cardholder within 2-4 weeks depending on the issuing bank.
By providing your credit card information, you represent and warrant that you are legally authorized to use the credit card you provided; you authorize us to charge you in full for all charges incurred by you and your guests (if applicable) or charged to your account for all products and services purchased by you and any damage or loss caused by you and your guests during your stay (including, without limitation, damage to the Hotel’s property); you authorize us to charge you in full the prepayment or advance purchase at the time of reservation; and you authorize us to charge any cancellation charges to your credit card.

Security Deposit

A IDR 500,000 security deposit is required and will be returned to you on your departure date once verification of room condition has been made.

Payment Policy

Cash Payment

If you choose to pay with cash, you will be required to pay the full amount of the room, including taxes and fees upfront upon check-in.

Debit Card Payment

If you choose to use your debit card at check-in, La Joya Resort will place a hold on the full anticipated dollar amount of your stay through your departure date, as well as a IDR XXXX security deposit. Remaining funds due back to your debited account will be released upon check-out, which may take 14- 21 business days to process. Additionally, your financial institution may have a contracted amount of time before the funds are released back to you, which can take up to another 7 -14 business day. (NO CASH REFUNDS)

Credit Card Payment

La Joya Resort accepts VISA and MASTERCARD ONLY. A hold may be placed on your card account (from your card issuer) for the full anticipated amount to be paid/owed to the hotel. Amount includes estimated incidentals and fees through your date of check-out.

Remaining funds due back to your debited account will be released upon check-out, which may take 14- 21 business days to process. This hold may not be released for 72 hours from the date of check-out; or longer at the discretion of your card issuer.

Bill settlement

Where applicable, you may charge the purchase of goods and services including food and beverage, spa services or other resort activities to your room during your stay. You are personally liable for the full payment of all such charges which may include any applicable service charges, duties, taxes, or tariffs. You are required to pay and settle all such charges fully upon receipt of the resort bill or during check-out.

If you choose to check out of the resort without settling your bill in full, you expressly and irrevocably authorise us to charge to your credit card, which was used at the time of check-in, provided to secure your reservation, or saved in your account (whichever is available), all charges you and your guests may have incurred including any damage or loss caused by you or your guests to the Hotel during your stay.

Cancellation Policy

The cancellation policy of any reservation may vary depending on the room rates.
Discounted room rates and packaged promotions have a non-refundable policy.
Notwithstanding the foregoing, it is our standard cancellation policy that in the event of a cancellation or modification of your guaranteed reservation less than 14 days prior to your scheduled arrival date, or in case you fail to show up, the resort has the right to debit full cancellation charges from the credit/ debit card provided to secure the reservation and/or saved in your account.