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隐私政策
We are aware that guests have received fraudulent messages impersonating luxury hotels, including requests to reconfirm reservations or provide payment details via WhatsApp or email. This page explains exactly how The Mulia, Mulia Resort & Villas and Hotel Mulia Senayan Jakarta communicate with guests, so you can identify and avoid fraudulent contact.
How we contact you
| Channel | We will use it for | We will NEVER use it for |
|---|---|---|
| Email (from @themulia.com, @hotelmulia.com or @muliaprivileges.com only) | Booking confirmations, amendments, pre-arrival information, post-stay correspondence | Requesting payment details, asking you to reconfirm a booking, sharing external payment links |
| Telephone | Direct guest service, concierge requests, reservation changes | Collecting card details over the phone unless you have initiated the call |
| WhatsApp Business (verified account only) | Pre-arrival service messages, concierge support (Mulia Bali: once active) | Requesting payment or reconfirmation of a booking you have already made |
| SMS | Not a primary channel | We do not send payment requests or booking reconfirmation via SMS |
What a fraudulent message looks like
Fraudulent messages often include your reservation number and arrival date, which can make them appear legitimate. Common requests include:
- Clicking a link to “reconfirm” a reservation
- Providing or updating payment card details
- Paying a security deposit through an unfamiliar link or account
If you receive a message like this, do not click any links and do not share any information.
What to do
Contact us directly using only the details on this page or on your original booking confirmation:
If you believe you have already responded to a fraudulent message and shared personal or payment information, contact your bank immediately and inform us so we can log the incident.
The Mulia, Mulia Resort & Villas — Nusa Dua, Bali is operated by PT Mulia Graha Tatalestari.
Hotel Mulia Senayan Jakarta is operated by PT Mulia Intan Lestari.
