General Policy

AGE, OCCUPANCY & IDENTIFICATION

• Guests under the age of 12 are categorized as children, whereas individuals aged 12 and older are classified as adults.
• Guests must be at least 17 years old to register and check in.
• Maximum occupancy is two (2) adults per room and one (1) child under 12 years old using existing bedding. Rollaway beds are not available.
• A valid government-issued photo identification is required at check-in.

BOOKING CONFIRMATION & PROMOTIONAL ELIGIBILITY

By confirming your reservation, you acknowledge that you have read, understood, and accepted all terms, inclusions, and eligibility requirements associated with your selected package, promotion, or rate plan.

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Promotional offers may be restricted to specific guest segments (e.g. Indonesian citizens, KITAS holders, or residents of designated countries). The hotel reserves the right to request supporting documentation at check-in. Guests who do not meet the stated requirements will be rebooked at prevailing public rates without prior notice.

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Mulia reserves the right to modify, suspend, or withdraw any promotional offer at its sole discretion.

ROOM CATEGORY, ASSIGNMENT & VIEWS

A reservation secures a room category, not a specific room, unit, floor, or view. Room assignments are made at the sole discretion of the Hotel at the time of check-in, subject to occupancy and operational requirements.

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All images, renderings, and visual representations on the Hotel's website, booking engine, brochures, and third-party platforms are illustrative of the property and room category. They may depict specific rooms, furnishing arrangements, landscaping, or views that differ from those of the assigned room. Views are subject to floor level, building orientation, weather conditions, and seasonal variation.

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Guests who have a strong preference for a particular view, floor, or room location are encouraged to note this preference at the time of booking. Preferences are recorded and considered but cannot be guaranteed. Confirmed room category upgrades or specific room assignments, where available, will be communicated in writing prior to arrival.

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No refund, compensation, or claim shall arise solely on the basis that the view or specific room characteristics differ from those depicted in promotional materials, provided the assigned accommodation meets the standard of the confirmed booking category.

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Where images have been digitally enhanced, rendered, or otherwise processed for illustrative purposes, they remain representative of the category standard only and do not constitute a guarantee of any specific room characteristic, view, or amenity configuration.

SPECIAL REQUESTS

Special requests — including but not limited to bed configuration, connecting rooms, floor preference, specific amenities, or F&B dietary requirements — may be submitted at the time of booking or prior to arrival. The Hotel will make reasonable efforts to accommodate such requests; however, they do not form part of the reservation contract and cannot be guaranteed. No liability shall attach to the Hotel for inability to fulfil a special request where the confirmed room category has been provided.

GUARANTEED RESERVATION, DEPOSIT, CANCELLATION & REFUNDS

Reservation Guarantee

A valid credit card is required to confirm all reservations. By providing card details at the time of booking, the guest authorises the Hotel to process charges in accordance with the confirmed rate plan and these policies.

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Cancellation & Non-Refundable Rates

Cancellation policies vary by rate plan and promotional package and are specified in the booking confirmation. Where a reservation is made at a non-refundable, prepaid, or restricted rate, no refund shall be due in the event of cancellation, amendment, or no-show, regardless of the reason for non-arrival. This condition is acknowledged by the guest at the time of booking and forms part of the reservation contract. The Hotel reserves the right to present the reservation record, rate terms, and booking confirmation as evidence in response to any chargeback or dispute arising from a non-refundable reservation.

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Incidental Deposit & Authorisation Hold

At check-in, the Hotel will collect a refundable incidental deposit of IDR 2,000,000 per room per night by way of an authorisation hold on the guest's nominated payment card. This hold is not a charge; it is a temporary reservation of funds to cover incidental expenses incurred during the stay. Upon check-out, the hold will be released net of any outstanding charges.

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Damage Charges

The Hotel reserves the right to charge the guest's nominated payment card for damage to Hotel property, rooms, or furnishings caused during the guest's stay. Where practicable, the Hotel will notify the guest prior to processing such charges. Photographic records and cost assessments will be retained and may be submitted in response to any dispute or chargeback.

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Payment, Refunds & Processing Timelines

All charges are processed in Indonesian Rupiah (IDR). Deposits or pre-authorisations may be required at the time of reservation or check-in. Refunds and the release of pre-authorised funds will be processed by the Hotel on the same business day a cancellation, check-out, or eligible refund is confirmed. However, the timeline for refunded amounts to appear on the guest's bank statement is determined solely by the guest's card issuer or financial institution. The Hotel has no control over interbank settlement procedures or delays resulting from currency conversion, cross-border transactions, or non-Indonesian banking processes. Refunds may take up to 90 business days — or longer — depending on the guest's provider's internal processing policies. Currency conversions are performed by the guest's issuing bank at their prevailing rate; the Hotel accepts no responsibility for any variance arising from such conversions.

THIRD PARTY BOOKING CHANNELS

Where a reservation is made through an online travel agency (OTA), travel agent, booking platform, or other third-party intermediary (collectively, "Third-Party Platform"), the guest's purchase contract — including the applicable cancellation policy, refund entitlement, payment terms, and any promotional inclusions — is formed with that Third-Party Platform, not with the Hotel.

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The Hotel acts solely as the service provider in respect of the accommodation and facilities consumed during the stay. Any dispute arising from the booking transaction itself, including but not limited to refund claims, cancellation disputes, pricing discrepancies, or promotional representations made by the Third-Party Platform, should be directed to and settled with the relevant Third-Party Platform in accordance with that platform's own terms and conditions.

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In the event of any discrepancy between information provided by a Third-Party Platform and the Hotel's official reservation records — including room category, rate plan, inclusions, or policy terms — the Hotel's confirmed reservation record shall prevail. The Hotel accepts no liability for inaccurate information, misleading descriptions, or representations made by Third-Party Platforms.

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Guests are strongly advised to review their booking confirmation and the Third-Party Platform's terms directly prior to arrival. Requests for refunds or amendments attributable to Third-Party Platform bookings must be submitted to the relevant platform directly. The Hotel is not in a position to process refunds on behalf of Third-Party Platforms, nor to intervene in disputes between a guest and a Third-Party Platform.

CHECK-IN & CHECK-OUT

Check-in is from 3:00 PM. Check-out is by 12:00 PM noon.

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The Hotel prepares each accommodation individually to our full housekeeping and quality standard prior to guest arrival. Whilst every effort is made to have all rooms, suites and villas available from 3:00 PM, during periods of high occupancy — particularly when arrivals and departures are consecutive — room readiness may extend beyond this time. The property will endeavour to minimise any delay and will communicate with affected guests directly.

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Guests arriving before their accommodation is ready are welcome to use all hotel facilities, including dining outlets, pool areas, and the beach. Luggage storage is available complimentary at the front desk.

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Early check-in is subject to availability and the applicable early arrival charge. It cannot be guaranteed without advance confirmation from the reservations team.

DINING RESERVATIONS

Reservations at the Hotel's dining venues are subject to availability and confirmation by the respective outlet. The Hotel reservesthe right to release unoccupied tables where a reservation is not honouredwithin a reasonable time of the confirmed booking. For private diningarrangements and group reservations, a deposit and separate confirmation ofspecific terms may be required.

PACKAGE INCLUSIONS & SERVICE AVAILABILITY

Where a reservation includes package elements such as dining credits, spa treatments, facility access, or curated experiences, these are subject to availability at the time of use. The Hotel reserves the right to substitute an equivalent offering where a specific element is temporarily unavailable due to operational requirements, private bookings, maintenance, or force majeure. Where a direct equivalent is not available, the Hotel will provide a reasonable alternative of comparable value at its sole discretion. No refund or compensation shall be due solely on the basis of a package element being temporarily unavailable.

EXTENDED STAY & LATE DEPARTURE

Please contact the Front Desk to request an extension. Requests are subject to availability and may incur additional charges.

CURRENCY & TAXES

• All charges will be settled in IDR, in accordance with Indonesian Government Regulation No. 7/2011 issued by Bank Indonesia.
• USD rates (where shown) are indicative only.
• All room charges are subject to a 10% service charge and applicable government taxes.
• In addition to credit cards, we also accept WeChat Pay and Alipay as valid forms of payment, subject to availability at each property.

CREDIT CARDS ACCEPTED

Accepted cards include American Express, Visa, MasterCard, JCB, and China UnionPay.

VALUABLES & IN-ROOM SAFE

Guests are advised to use the in-room safe facility for the storage of cash, jewellery, travel documents, electronic devices, and other valuables.

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The Hotel accepts no liability for the loss of, or damage to, valuables left unattended in guest rooms, public areas, or elsewhere on the property, whether or not the Hotel has been informed of the presence or value of such items.

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Where the Hotel's liability is established through proven negligence, such liability shall not exceed the limits of the Hotel's applicable insurance coverage in force at the time of the incident.

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Items not reported as lost or damaged prior to the guest's departure shall be deemed to have left the property in the guest's possession. For items reported lost within 24 hours of departure, the Hotel may, at its sole discretion, conduct a reasonable search of the Hotel premises. The Hotel does not represent, warrant, or guarantee that any reported item will be located, recovered, or returned. The receipt or investigation of a loss report shall not constitute an admission of liability on the part of the Hotel.

USE OF FACILITIES & ACCESS CONDITIONS

Access to hotel facilities may vary by guest type, location, and booking channel. The following conditions apply:‍

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Hotel Guest Exclusivity: Access to selected facilities, including the swimming pool and fitness centre (Gym), is exclusively reserved for in-house guests of the respective hotel property.

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Age Restriction: Guests must be at least 16 years old to use the gym.

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Chargeable Facilities: Certain facilities, such as the Ice Room, Finnish Sauna, Aroma Steam Room, Mulia Spa, Tennis Court, and Beauty Salon, are subject to additional charges. These services are not included in room rates unless stated otherwise.

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Hotel-Specific Charges: Access fees and inclusions may differ between The Mulia, Mulia Resort, and Mulia Villas. Additional charges may apply for guests staying at Mulia Resort for use of selected facilities.

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Fitness Memberships: External guests and non-resident visitors may purchase gym memberships for access to the fitness centre at Hotel Mulia Senayan, subject to availability and membership terms.

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Facility Rules: All guests and members are expected to comply with the operating hours, attire guidelines, health & safety protocols, and age restrictions specific to each facility. The hotel reserves the right to limit access or suspend use for maintenance, private bookings, or guest misconduct.

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Liability Disclaimer:

Guests use all facilities at their own risk. While Mulia implements the highest standards of safety, cleanliness, and maintenance, we shall not be held liable for any injury, loss, or damage resulting from the use or misuse of hotel facilities — including but not limited to the fitness centre, swimming pools, spa areas, tennis courts, walkways, and thermal or hydrotherapy zones.

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Guests are responsible for ensuring they are medically fit to participate in any physical activity and must supervise children at all times in recreational or public areas. Mulia reserves the right to limit or suspend access to any facility in the interest of guest safety, scheduled maintenance, or regulatory compliance.

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For Mulia Bali:

Due to the open-air design and tropical landscape of The Mulia, Mulia Resort & Villas – Nusa Dua, guests are advised to exercise heightened caution — particularly in outdoor areas that may become wet, slippery, or uneven during or after rainfall. Natural conditions such as rain, moss, humidity, and condensation may affect surfaces and pathways in ways that are outside of the resort’s direct control. Extra care should be taken on tiles, stairs, balconies, and terraces, especially when barefoot or wearing wet footwear.

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Operational Maintenance & Enhancement Works

Mulia Hotels conducts regular maintenance, facility enhancements, and operational treatments (such as cleaning, landscaping, coating, painting, or product applications) to ensure the continued quality, safety, and comfort of the property.

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While every effort is made to schedule such works at appropriate times and minimise guest disruption, some activities may occur during your stay. Timing may vary due to operational, safety, or environmental considerations. Advance notice will be provided where feasible.

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By staying at the property, guests acknowledge and accept that these routine works may take place as part of normal hotel operations.

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Beach, Marine & Environmental Conditions

The beach adjacent to the property is a natural public environment subject to tidal, seasonal, and weather-related variation. Conditions including wave action, seaweed, marine life (including jellyfish and other organisms), visibility, and water temperature may vary and are outside the Hotel's direct control. Guests are advised to exercise personal judgment and caution when using the beach and ocean, and to observe any notices, flags, or guidance issued by the Hotel or relevant authorities.

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The Hotel shall not be liable for injury, illness, or loss arising from exposure to natural marine or environmental conditions.

GUEST CONDUCT & SAFETY

Guests are also encouraged to familiarise themselves with each property's safety and emergency procedures, including evacuation routes, assembly points, and in-room safety equipment. Emergency guidelines are available in guest directories.

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Balcony Use (Bali only): For safety and hygiene reasons, hanging towels or garments on balcony railings is not permitted. Clothes racks are available upon request.

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Dress Code (Bali only): Smart casual attire is encouraged. Bathrobes, wet clothing, and swimwear are not permitted in dining venues.

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Smoking Policy: Smoking, including conventional cigarettes, cigars, pipes, electronic cigarettes (e-cigarettes), vape devices, heated tobacco products, and any similar smoking or vaporising devices, is strictly prohibited in all indoor public areas and guest rooms, and on balconies or patios at Mulia Bali, as well as in designated non-smoking outdoor zones. This policy is enforced in accordance with Bali Provincial Regulation No. 7 of 2013, Jakarta Governor Regulation No. 88 of 2010, and National Health Law No. 36 of 2009.

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Any violation may result in a cleaning and restoration fee equivalent to a minimum of one (1) night’s room rate or higher, subject to post-departure inspection and damage assessment, together with additional charges for any damage, deep cleaning, deodorisation, or loss incurred. The Hotel reserves the right to take further action where violations cause disturbance, health risks, or material damage.

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Food Restrictions: Durian, mangosteen, and red dragon fruit are not permitted on the premises to maintain hygiene and comfort for all guests. A cleaning fee equivalent to one night’s room rate may apply for violations.

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Pets: Pets are not allowed at either property.

ROOM INVENTORY & REMOVAL OF HOTEL PROPERTY

All fixtures, fittings, furnishings, and items placed in the guest room form part of the Hotel's inventory and remain the property of the Hotel at all times. This includes, without limitation, bath robes, towels, bed linen, bed runners, pillows, cushions, decorative accessories, artwork, hangers, crockery, glassware, kettles, trays, branded packaging, stationery, and all electronic equipment. These items are provided for the guest's use during their stay only and may not be removed from the property.

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Where any inventory item is found to be missing, removed, or damaged beyond normal wear and tear upon inspection at or after departure, the Hotel reserves the right to charge the guest's nominated payment card for the full replacement cost of each affected item, without prior notice. A schedule of replacement costs is available upon request at the Front Desk.

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The Hotel conducts a room inventory inspection as standard procedure upon each departure. Photographic records and inventory logs will be retained and may be submitted as evidence in response to any dispute or chargeback arising from such charges.

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Complimentary Take-Home Items

Certain items are provided as complimentary take-home amenities and may be removed by the guest at the end of their stay. These include personal care and toiletry products, and any item explicitly presented or marked by the Hotel as a guest gift or take-home amenity. Where there is any doubt as to whether an item may be removed, guests are encouraged to confirm with the Front Desk or their butler prior to departure.

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Items Available for Purchase

Selected branded amenities, bath and body products, and retail items are available for purchase through the Hotel's retail offering. Staff will be pleased to assist with any purchase enquiry.

EVENTS, MEETINGS & MEDIA

• Any event-related photoshoots must be coordinated through your Event Coordinator in advance.
• All event media personnel must display official credentials.
• The event organiser bears responsibility for policy adherence.

PARKING

Complimentary parking is provided for one vehicle per room. Additional vehicles may be subject to hourly charges.

RESPECTFUL CONDUCT & BRAND PROTECTION

Guests and visitors are expected to conduct themselves with courtesy and respect toward staff, fellow guests, and the Mulia brand.

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The dissemination of defamatory, malicious, or misleading statements — whether verbal, written, or digital (including online platforms and social media) — that harm the reputation of Mulia, its employees, or operations is prohibited. The hotel reserves the right to take legal action or deny service where such behaviour is detected.

RIGHT TO REFUSE SERVICE & REMOVE GUESTS

The Hotel reserves the right, at its sole discretion, to refuse admission, deny service, or require any guest or visitor to vacate the property where their conduct is deemed to pose a risk to the safety, wellbeing, or comfort of other guests, visitors, or staff; where the guest has provided false or misleading information in connection with their reservation; or where the guest has violated or failed to comply with the Hotel's policies. Where a guest is required to vacate for breach of policy or misconduct, no refund shall be due for nights remaining in the reservation.

MULIA PRIVILEGE POINTS

Reward redemptions must be submitted at least 14 business days in advance via the Guest Portal. For assistance, contact support@muliaprivileges.com or message us on WhatsApp.

LIMITATION OF LIABILITY

Mulia Hotels shall not be held liable for any incidental, indirect, or consequential loss, damage, or injury arising from the use of hotel facilities or exposure to standard operational activities — including routine maintenance, enhancements, or product applications.

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Mulia is not liable for losses, delays, or charges resulting from guest non-compliance with policies, misuse of facilities, or financial institution delays. Guests who fail to adhere to these policies may be denied service or asked to vacate the premises without refund.

AMENDMENTS

These policies may be updated from time to time without prior notice. The most recent version will be published at www.themulia.com/general-policy

CONTACT

The Mulia, Nusa Dua, Bali: reservation@themulia.com

Hotel Mulia Senayan, Jakarta: reservation@hotelmulia.com