House Indonesia FAQs
Can a hotel agent check for the availability and make a reservation?
The online booking system allows user to access all types of room, rates, availability, make a reservation and payment.
How many rooms are allowed to be booked in one reservation?
There are 10 rooms maximum for booking in one reservation.
I do not receive any email confirmation after booking.
The auto system will send a confirmation email directly to the registered email upon making a reservation. It is important for user to make sure that they have entered the correct email address.
Common errors due to over capacity inbox or too strict spam filter on the email may occur, thus please check on the spam folder or send a message to the hotel along with the booking number and details if in any case user is still not got the confirmation mail.
Can I make a reservation for group?
Group booking is valid for 10 rooms or more. Request For Proposal (RFP) is needed for further reservation on respective hotels by filling in the key in details.
Is non-smoking room available at the hotel?
Yes, non-smoking rooms are available upon request.
Is interconnecting room available on the hotel?
Interconnecting rooms are available at the hotel with different rate and types, and hotel cannot guarantee this reservation due to room availability.
Are children stay for free?
A child under 12 years old is eligible to stay without charge. However, there will be a charge at 50% of adult rate for children on breakfast that should be mentioned upon reservation.
Can we have our room number before checking in?
Room number will only be given upon arrival and registration at the hotel.
How many people may stay in one room?
Most of our rooms are designed to accommodate 2 persons. Staying with more than 2 persons (adult) will need an extra bed that is available with an extra charge. However, there are some types of room that can accommodate more than 2 persons, please take a look on the Rooms menu on this website or call us directly.
Are tax and service charge is included on the room rate?
Tax and service charge are not included on the room rate, unless stated otherwise.
Are all the rates on the website is valid for per person or per room?
All rates on the website is valid for per room / per night, unless stated otherwise.
Is the price including breakfast?
Overall, as the part of our service, rate shown on the website is including breakfast, unless there is a certain promotion that put “Breakfast Not Included” as the package requirement. Please read the terms and conditions of each package or rate offered prior making a reservation.
What are the other inclusion that includes on the room rate?
Inclusions are specified on the package or room rate. Please read the terms and conditions of each package or rate offered.
Will the same rates and availability be received when calling the hotel?
No, rates may be vary.
What types of credit card are acceptable on a reservation?
For online transaction, only Visa and Master Card are acceptable.
For offline transaction, other credit card such as American Express (Visa and Master Card are acceptable) is acceptable with some conditions:
- Guest must sign the letter of authorization
- Copy your credit card (front and back)
- Scan and email it to the hotel
I do not understand the rate policy on your hotel. Please explain.
All rates shown in www.surabaya.singgasanahotels.com, www.makassar.singgasanahotels.com & www.house-indonesia.com are in Rupiah (IDR) per room per night (unless stated otherwise). The rate is valid for 1 or 2 persons stay in the twin or double room for one or more consecutive night stays (third person in one room will be charged for extra bed), except for certain periods where additional condition may apply.
All rates shown in www.sultanjakarta.com & www.ayodyaresortbali.com are in US Dollar (USD) per room per night (unless stated otherwise). The rate is valid for 1 or 2 persons stay in the twin or double room for one or more consecutive night stays (third person in one room will be charged for extra bed), except for certain periods where additional condition may apply.
Rate confirmed in USD will be converted to IDR based on the exchange rate used by the hotel. The conversion is subject to prevailing exchange rate fluctuation.
All rates are including Value Added Tax at the current prevailing rate and are subject to change without notice. However, the price you pay is guaranteed once you are given the confirmation number.
For the avoidance of doubt, the rate is not including any incidental charges which may occur during your stay (including - example - discharging of hotel's bar, room mini-bar facilities and external telephone calls from your room) such charges will be paid on your departure. If in any case you are failed to pay those incidental charges Singgasana Hotels & Resorts is authorized to debit a sum of amount that have to be paid with your credit or debit card.
It looks like this website is rejecting my credit card? Why?
There are a few possibilities occur as follows:
- Your credit card type is not accepted by the property
- Your credit card expiration date precedes the reservation date
- Your credit card is over limit
- Your computer or internet connection might have an error
How do I change or cancel an online booking?
You may can cancel a reservation via our reservation system or sending a modification request by clicking on the link within the reservation email sent to the guest. Please be in time to avoid a No Show charge.
To change your booking date, first you need to cancel the existing reservation and make a new booking website.
Please not that some online promotions are subject to cancellation charges or non-refundable.
Please read all terms and conditions carefully before making a decision.
What is the hotel’s cancellation policy?
The policy is varied based on the offer, package and types of promotion. Please make a change and cancellation in time to avoid a No Show or cancellation charge. Please read the terms and conditions carefully before making a decision.
How do we know if our booking has been canceled?
After canceling a reservation you will receive a cancelation confirmation on your email. If you are not receiving this email, please email the hotel along with your booking number for reference.
Will it be impacted to the bill I have to pay if I make date changes on my reservation?
Rates (per room / per night) will not be changed if you only reduce the length of stay (from your reservation), but rates will be changed if you change the date of stay as the rate changes on daily basis.
I do not understand the payment method apply on your hotel. Please explain.
Payment gateway is valid on this website, therefore any credit / debit card details registered will be charged instantly. Should the transaction is successful, your reservation will be confirmed and the deposit will be posted onto your reservation.
All major Credit Card, such as: Visa, MasterCard, Diners Club, JCB Card & American Express, and Indonesian Debit Card, such as: CIMB Clicks & Mandiri ClickPay is accepted.
Your credit / debit card will be charged by Singgasana Hotels & Resorts for the full price (sometimes without any option to refund depends on the room rate - booking conditions, see ‘Booking Conditions’ below). After payment and transaction succeeds, you will receive a reservation confirmation on the registered email.
Please check the reservation details thoroughly for any such conditions prior making a reservation. Singgasana Hotels & Resorts will precede a refund, if and when applicable, within a reasonable timeframe. We use the "Secure Socket Layer (SSL)" technology for our services in order to safeguard and encrypt your credit card information.
If in any case you found a suspicion of fraud or an unauthorized use of credit card, please contact your bank or card issuer immediately. If you suspect an unauthorized or fraudulent booking made via Singgasana Hotels & Resorts Online Reservation, please contact our Customer Service team immediately.
You must be over 18 years old (or the age of majority in those countries and territories where it is higher than 18) and have the full legal capacity to make a reservation and transaction (or having the authorization from your legal guardian). The card you use for transaction shall belonging to your own, or you have a legal authorization (from the card holder) to make a transaction with his / her card. You accept the financial responsibility for all transactions made under your name or account. Please make sure that there are sufficient funds to cover the cost of the transaction.
Please make sure that you have provided the correct details for a booking. Singgasana Hotels & Resorts reserves the right to not accept certain credit cards.
We have stringent fraud detection and prevention mechanisms in place. In certain cases, we may require additional information or verifications to validate and confirm the booking, as explained in more detail on the site. Reservations are not confirmed until you have received a confirmation mail and it is possible that Hotel could become fully booked during the fraud check, in which case the reservation will no longer be available. Singgasana Hotels & Resorts can never be held liable in such cases. Additional information submitted will be treated in line with strict industry standards to protect customer’s privacy, using encryption for transmission and specialized agents for verification. If you choose not to submit the additional information or if we are not satisfied with the information received, the booking will not be completed and fully cancelled.
Please explain the booking conditions - Cancellations, No-Shows, Early Departure and Late Check-Out on your hotel.
By making a reservation through Singgasana Hotels & Resorts Online Reservation, you must accept and agree to the relevant room rate - booking conditions, including cancellation and no-show policies apply to that booking, and to any additional (delivery) terms and conditions of the Hotel that may apply to your reservation or during your stay, including for services rendered and/or products offered. Please note that you may be charged for your cancellation in accordance with the Hotel’s cancellation and no-show policy, in some cases for the entire stay or the first night. If you fail to check in to your Hotel in time on the day of your reservation and not alert the Hotel, the remaining portion of your reservation may be canceled and you may not be entitled for a refund. Singgana Hotels & Resorts reserves the right to charge a cancellation fee. Please carefully check the Hotel details thoroughly for any such conditions prior to making a reservation.
If you wish to review, adjust or cancel your reservation, please revert to the confirmation email and follow the instructions therein, use our self-service tool or contact directly to the Hotel.
Following to the Bank Policy, a refund for reservation paid by Debit Card (CIMB Clicks & Mandiri ClickPay) are NOT ACCEPTED.
The card used to make a reservation must be presented at time of check in along with valid photo identification.
What are the check-in and check-out time of the hotel?
Unless stipulated otherwise, the check-in time is at 3.00 PM and 12.00 AM (noon) to check-out. Should you decide to arrive early or late, kindly send the information on the comment or contact us section.
May I request an early check-in or check-out?
Should the accommodation is required before 3.00 PM, please inform to us by sending an email or call directly to the hotel at least the night before your arrival. Charges are applicable for late check-out depending on the availability.
Can I bring my pet for stay?
Unfortunately, pets are not allowed in the hotel.
Transportation and Concierge Services
I need transportation from and to the airport, can you provide it?
Sure, we can provide transportation with limousine service or pickup service from and to the airport, with nominal charge applied. Charge varied for each hotel, thus please submit a request form along with your flight details and booking number to the hotel.
I need a car for a day. How do I get that?
Our complete concierge service is including car rental service. Please submit your request to the hotel’s email and mention the specification of the car you would like to rent.
Can I get a tour guide from the hotel?
Our hotel provides a tour guide by request. Please submit your request prior the arrival to the hotel’s email or via direct call. Pre-payment may be required during the Peak Season.
Is there a shuttle service to the city centre and what is the frequency?
The Sultan Hotel Jakarta provides a shuttle service to the city centre twice per day, currently at 11.30 am and 6.30 pm (drop only).
Do you have Wi-Fi or internet connection on your rooms?
The hotel provides free Wi-Fi at all restaurants, bars, lobby and the poolside. Wi-Fi access on guest rooms is available with a nominal of charge.
Can you send some flowers to a certain room?
Yes, we can arrange that matter. Please send your request and requirements to the hotel via email or direct call.
Do you have in-house medical service?
Our in-house medical team (doctor and nurse) is available 24/7.
Restaurant and Bars
I am a vegetarian. Do you have vegetarian menu on the restaurant?
We do not have vegetarian menu on the restaurant, but our chef can cook that for you by request. Please submit the specific requirements of your dietary menu and tell us the days of your stay, via email.
What about other dietary requirements e.g. lactose intolerant, dairy intolerant and gluten intolerant?
We can cater all of your dietary requirements with additional charge. Please submit the specific requirements of your dietary menu and tell us the days of your stay, via email.
Can I have a wedding, anniversary, or birthday celebration on the restaurant or bar?
Yes, you can have a celebration on our restaurant and bar. Submit your requirements via email or simply go to the Event section on this website to submit your inquiry form.
I accidentally left my things on the hotel. How do I get them back?
Please send an email or call directly to the hotel regarding this matter.
Can I have a copy of my check-out bill?
Yes, you can have the copy of your check-out bill by sending an email of your name and reservation details. The copy will be sent to your email.
What if there are more than two adults in my room?
Most of our guest rooms are designed for 2 persons. Depending on the room and accommodation type you have booked, the third person (adult) will be charged with the cost of extra bed.
This regulation does not apply to children under 12 years old but there will be a charge at 50% of adult rate for children on breakfast. However, there are some promotions that provide free breakfast for children refering to the respective promotions.
I have a baby. Can I get a roll-away bed or crib on my room?
Roll-away bed or crib is available in limited number. Please submit this requirement prior your arrival.
Is babysitting or childcare available on the hotel?
Childcare or babysitting service is available on booking arrangement with a nominal charge applied. Please request upon reservation for this service.
How much is the accommodation tax in Indonesia?
The tax levied on all hotels and restaurants in Indonesia is; 10% for service charge and 11% for the government tax.
Where can I find your location and direction?
Please go to our Location section on this website.
Is my personal information safe and secure on the website?
We are committed to protect all personal information and maintain guest privacy. Please kindly read the terms and conditions that apply when using the website.
Where can I submit my feedback and comment of my recent stay?
Your feedback is important to us. Please submit your comment and feedback along with your date of stay to our email: firstname.lastname@example.org
Where can I find the career opportunity available on your hotel?
Career opportunity is available on the Career section.
Where can I find the career opportunity available on Singgasana Hotels & Resorts office?
Career opportunity is available on the Career section. You may submit your resume along with your current picture and cover letter to email@example.com. Put the desired position on the subject.
How can I have a mutual cooperation with Singgasana Hotels & Resorts?
Please submit your company profile to firstname.lastname@example.org with your desired cooperation or working intention as the subject.
I am a student. I want to have an internship at Singgasana Hotels & Resorts.
Student may have an internship at our corporate office by sending CV along with the latest transcript report and lecturer’s recommendation letter to email@example.com.