When will I be charged for my villa reservation?
Uma Sapna Villa bookings are pre-paid for 1 night non refundable and therefore charged at the time of booking. This is so that we can continue to offer these low rates to our customers. If you have selected and booked, your booking will be pre-paid for 1 night non refundable deposit and charged at the time of booking.
For balance payment will be charge using credit card information that you provide to guarantee your reservation. You will be charged at the hotel when you check in or check out.
I cancelled my villa reservation. When will I be credited?
In case of you already pay more than 1 night deposit; we process the refunds for the rest of payment made. Although we refunds at the time of cancellation, in our experience it can take your bank up to seven days for Indonesian card holders and fifteen days for non-Indonesian card holders to update your account balance.
If after this time you are not seeing this credit on your balance, please call us and one of our service advisors will be able to assist you.
An emergency has come up. Can I cancel my reservation?
We understand that sometimes plans need to be changed at short notice, however, each hotel does have its own change and cancellation policy as stated at time of booking and recapped in your booking confirmation to protect itself against last-minute cancellations.
In this case, as stated on our cancelation policy, 1 night deposit are non refundable for any reasons/situation. Uma Sapna Villa will be charging you in line with the terms of your booking and we will therefore be unable to refund any such charges. If you have any questions, please do contact our customer service team for assistance.
Can I change or cancel my non-refundable reservation?
Please check the terms and conditions of your reservation before you book your room, and only book room if you’re certain of your plans.
If you choose to cancel a non-refundable reservation, you will unfortunately not be entitled to any refund from the hotel.
You are also unable to change your non-refundable reservation without us applying a change fee as per the terms and conditions stated at the time of booking and on your booking confirmation.
Can I indicate special villa requests or preferences, such as connecting villas, bed type, smoking type, or early check-in?
Uma Sapna Villa allows you to select villa category only as you finalize your booking. More specific requests such as connecting rooms, early check-in, and baby cots need to be finalized with us and may incur additional charges.
In order to ensure your requirements are met, it is best to call us so our advisors can notify of your request in advance and find out if any additional charges are applicable.
Whilst we will do its best to accommodate any special requests or preferences, these can typically not be guaranteed and are subject to availability unless confirmed by the advisor at time of booking.
What do I need to bring to the villa to check in?
It’s always a good idea to take a copy of your booking confirmation, though your villa itinerary number or booking number along with your passport will allow you to get checked in successfully.
Though we have recorded your credit card upon booking, we will need a credit for any incidental expenses such as room service that you incur during your stay. These will be charged on departure directly to you.
What credit and debit cards do you accept?
Uma Sapna Villa accepts all major forms of credit card, including American Express, Visa, Master Card and Diners Club.
How do I get a receipt for my villa reservation?
A receipt for your villa reservation is easy to locate:
After you have made your booking online, you will receive a confirmation email instantly, which also serves as your receipt.
Upon check-out, you will receive a receipt detailing any additional charges you might have incurred throughout your stay.
And remember, if you made a booking through third party, we will only provide a receipt for additional expenses charged while at the villa.
If you made your reservations with us and paid for your reservation at the villa during checkout, the receipt the hotel provided is your final receipt.
For bookings paid for at the villa, will the amount due when I pay at the villa be the same at the time of booking?
The room rate offered at the time of the booking is guaranteed. However, if the booking is to be paid for at the villa, your rate will be guaranteed in the local currency. As such, the exchange rate may have changed between the time of your booking and the date when you check out of the villa.
Can I pay a deposit on my villa reservation?
Most of the villas on our site are charged for 1 night deposit at the time of booking to guarantee the reservation.
The balance you can pay in full on check-out. Any deposit amount will be indicated in your booking details before you complete your reservation. If you would like to pay a deposit more than 1 night, we are delight to charge your credit card provided at the amount based on your request.
What currency does Uma Sapna Villa accept?
Uma Sapna Villa can accept payments in most major currencies. Our websites display the currency for your booking based on your country of residence; however, you can change this by simply using the "Exchange Rate" when you book your villa online.
Can I check out late from my hotel?
Check out time is 12.00 hours. Request for extended check out time will be based on room availability. Late check-out until maximum 18.00 hours will be subject to day use charge of 50% from the room rate. Check-out time beyond 18.00 hours will be charge at the full rate.
Arrival and Check-In Time
Your check-in time is 2pm and check-out times are 12.00noon. You can check in at or after this time, and your room will be held until the next day. If you think you might arrive after midnight, please contact us to ensure your room.
Will I be charged a night's stay if I miss my reservation or arrive late?
You will be charged a penalty fee if you miss to arrive at the villa without notice.
Please note: If you fail to notify us about a late arrival, your reservation may be cancelled and we will charge the full amount as stated on the cancelation policy.
Will my credit card be charged if I forget to cancel and don't stay in the room I reserved?
If you do not cancel your reservation within the specified cancellation period for the particular room that you have booked, you may incur 100% penalty from the room rate that you have booked.
What is your cancellation policy?
The Cancellation Policy for Villa Uma Sapna can be viewed at http://www.key-res.com/policy.php?hid=DPS4816&policy=MTg3ODM
A one night guarantee deposit NON REFUNDABLE will be charge through the Credit Card submitted upon booking. Cancel less than 3 days notice and voluntary no show will be charged in full for the room nights booked. Early departure and or check out will be charged in full for all booked.
What should I do if I didn't receive a confirmation email after making my reservation?
Sometimes our booking confirmations aren't successfully received as your email provider may be treating our message as "spam," or it may have bounced back as at the time of booking the mailbox had exceeded its limit etc. Not to worry: please call us and our advisors will be happy to resend you a confirmation by email.
How do I know my reservation is confirmed?
Once you complete your booking, you will be sent a copy of your booking reservation by email.
You can also check details or your active bookings by Logging in to our website and click the “Amend/Cancel Reservation” and insert your email account and reservation number and click the “View Booking” button link from the homepage.
How do I cancel a villa reservation online?
We are sorry to hear you may have to cancel your reservation.
The easiest way to do this is online, by signing in to our website and then following the "Amend/Cancel Reservation" link from the homepage. All your active bookings will be available here, and an option to "cancel your reservation" is displayed under each individual room.
If you are inside your cancellation window, charges will apply as stated on your booking confirmation under the cancellation policy.
Once your reservation is cancelled, an automated email will be sent to you confirming the booking is now cancelled. If you need any assistance or have questions, please call us.
How do I modify my villa reservation?
The easiest way to do this is online, by signing in to our website and then following the "Amend/Cancel” Reservation" link from the homepage. All your active bookings will be available here, and an option to "Amend Booking" is displayed under each individual room.
If you need any assistance or have questions, please call us.
How do I find directions to the villa?
A map and directions to our hotel are available online by clicking drop down menu Uma Sapna –› Location. If you are unsure on how to get to our hotel and need more information, we recommend you contact us directly— our number is also available on your booking confirmation (+62-361-736628). We will be best placed to assist you with local knowledge of the area and access to cab fares, journey times, etc.
Is my credit card information secure?
Yes. We take this matter very seriously. To ensure your absolute security, Uma Sapna utilizes a secure commerce server, which fully encrypts the entire credit card number and encodes it into a completely non-usable form meaning its unreadable by anyone accessing it.
Can I put the payment for my reservation on two separate credit cards?
Unfortunately at this time, we are only able to accept one credit card to process your payment against any booking.
However, you can make separate bookings and put each of them on a different credit card if required to split payments.
For balance payment paid at the villa, you are able to use different credit card to settle the balance amount of your stay or any other method of payment.
How do I make a reservation for someone else?
Booking on behalf of someone else is just as easy as booking for yourself. Simply enter your own name and details for the billing information and ensure you include the actual traveler’s details under the guest names for each room.
If you would like the booking confirmation sent to the traveler, use their email address on the booking. If your booking will be paid for at the villa, the traveler will need to pay directly when checking in or checking out.
Will bad weather affect my reservation?
If your travel destination is hit by bad weather, such as an earthquake or flood, please call us to check if we can change and cancellation policy is modified due to the circumstances. Please note that cancellation fee will might be charge for some case of emergency.
How do I find the villas's change and cancellation policy after I have made a reservation?
Your booking confirmation contains all the information you need about your forthcoming trip, and is the easiest way of checking any policy on changing or cancelling the reservation.
The Cancellation Policy for Villa Uma Sapna can be viewed at http://www.key-res.com/policy.php?hid=DPS4816&policy=MTg3ODM
Can I change my villa cancellation?
Unfortunately we are unable to reinstate a cancelled reservation. All cancellations are final. You will need to book a new reservation.
Can you put my refund on a different card than the one I used to pay for my reservation?
Any refund can only be issued to the card which was used to process your payment at the time of booking.
Can I rent a car at the Villa?
Yes, you can rent a car through us. Please kindly email us should you need these services in advance. Our front desk staffs will more than happy to provide you information about hiring a car or motorbike during your stay.
Can children stay at the Villa?
We do allow children. Please complete a booking on our website and indicate you are travelling with children. Please noted that each Villa at Uma Sapna Villa comes with Private Swimming Pool. There is no life guard on duty during your stay here and all guests should note that use of your private swimming pool is at your own risk. Management cannot be held responsible for any accidents or injuries. The private swimming pool is 1.40 meters to 1.50 meters depth. Children under the age of 12 or who are unable to swim should not use the pool without adult supervision. For your convenience wooden portable pool fence is available upon request to prevent direct access from children. Advance request is required.
What is the minimum age requirement for villa check-in?
In most cases, one of the guests in each room must be at least 16 years of age on the day of check-in. If no one of your travelling party meets the minimum age requirements, please call us urgently.
What restaurants are available in or near the villa?
Uma Sapna is nestled in the heart of Seminyak, the upscale neighborhood area, and yet just a short walk to the beat of the action, where the nightlife and fine dining eateries lining the streets of Seminyak. For more information on restaurants in or nearby the hotel, contact us directly. The phone number will be in your reservation confirmation.
How do I get from the airport to the villa?
For your convenience, airport transfer is available at USD 15.00++ per car one way in private vehicles, maximum 4 persons per car with luggage. Advance reservation is required.
How do I write a guest review about a villa?
Uma Sapna values all feedback and urges our customers to leave reviews about the villa to help other customers with planning their stay.
A villa review can be left in the following ways:
1. After you have completed your stay, you will receive an email from us with a link that will allow you to leave your feedback.
2. You may also leave a review on Trip Advisor by Click the “Write a review of Uma Sapna” button from our website.
How can I contact Uma Sapna Customer Service?
You can find all our contact details on our contact us page.
What should I do if I have a question about a past reservation?
If your query is complaint-related, please email us details of your booking and complaint.
Will my email address be used by Uma Sapna for marketing purposes?
Uma Sapna does not share your contact information with third parties for marketing purposes.
Can I reserve more than one villa at a time, or book villas for a large group?
We are delighted to accept multi-villa bookings, and our website will allow you to book more than 1 villa at once. If your requirements are larger than this, one of our advisors will contact you in order to ensure all your requirements are understood and fulfilled. Please email us and one of our advisors will contact you within 24 hours.
Can I book a villa over the phone?
Yes, you can call to make a reservation. Our friendly and knowledgeable advisors are always available to assist you in finding a villa that is perfect for you. We have knowledge to ensure you get the best possible deals and room available.
Is there a fee for calling or for booking a villa over the phone?
Absolutely not. We realize sometimes you just need to double-check something or want help in making such an important booking. Our advisors are on hand round the clock to assist you, and there is no charge to use this service.
Can Uma Sapna hold my reservation for booking at a later time?
Unfortunately we are unable to hold villas on a temporary basis without payment. Your villa will only be secured once you have completed a booking and payment has been received.
Can I purchase Uma Sapna gift card?
Yes, we do offer gift vouchers for your loves one. Please contact us for assistance. You can also make the reservation yourself online-just enter the name and phone number of the guest checking into the hotel under "Room Details." You will also need to provide the guest's email address so they receive their email confirmation.
What is the 21% government tax and service charge means?
Service charge is charge over and above the cost of goods services imposed by business in a bill. This is normally applied in the hospitality industry and the normal rate is 10%. This charge accumulates to the establishment imposing the charges and pooled into a fund to be paid to workers in the industry. Service charges can be a replacement for tipping charge though no necessarily so.
Government Tax is legislated tax at rate 11%. This is imposes by business in the hospitality industry under license by Custom Department. This Government Tax license with the name, address and the license number is to be displayed prominently in the licensed premises. The Government Tax collected by the business is paid to the government once every month.
Is breakfast included in my reservation?
Yes, the breakfasts are included in your room rates and additional complimentary services are also available in your rates, e.g.: complimentary welcome drinks and fruits upon arrival, complimentary 15 minutes welcome massage and complimentary Wi Fi internet connection.
Is there parking at the villa?
We offer complimentary parking. You can locate your vehicles at the parking area during your stay under our 24hours security assistance.
What is Uma Sapna Star Rating?
Uma Sapna Villa is a boutique hotel with an all villa property. Each villa comes with their own-private swimming pool, private dining area and other five stars amenities coupled with the service that is inimitably Bali and personal.
How to Reserve?
Our official website www.coconuthomes.com is fitted with the facility of Secure Online Booking With Instant Confirmation. You may also simply send us an email to firstname.lastname@example.org or please call our reservation department at +62-361-736628. If you prefer you may contact your travel agents or travel specialist.
What is the Rates at Uma Sapna?
Our rates, packages, promotions and quotations should always subject to applicable taxes, service charges, high seasons sure charge. Please be advised that some hotels and agencies do not include applicable taxes and service charges. This often causes some confusion, so please be aware of this when you are comparing rates. We also partner with a variety of online travel agencies, who promote and sell our rooms. However, we sometimes find our hotel advertised on web sites with which we have no agreement. We always prefer guests to book with us directly.
What is “++” or “Net” on the rates means?
“++” means 11% government tax and 10% service charge will be subjected to the rates. “Net” means the rate featured include government tax and service charge. Our rates and promotions are always “++”.
Is there complimentary Airport Pick Up?
For your convenience, airport transfer is available at USD 15.00++ per car one way in a private vehicles, maximum 4 persons per car with luggage. Advance reservation is required. Our representative will be holding a name board with the guest name on it. We also provide arrival transfer service from Nusa Dua, Jimbaran, Sanur, Kuta and Seminyak area instead of Airport with extra charges. Please inform us the flight details or Pick Up details booking.
What is the Bed Configuration?
Each villa type comes with their own bed configuration (e.g. Two Bedroom Villa: 1st Bedroom with King Size Bed, 2nd Bedroom with Twin Bed ), One Bedroom Villa are always comes with King Size Bed Set up.
Is In Villa Private Swimming Pool Safe For Kids?
Each Villa at Uma Sapna Villa comes with Private Swimming Pool. There is no life guard on duty during your stay here and all guests should note that use of your private swimming pool is at your own risk. Management cannot be held responsible for any accidents or injuries. The private swimming pool is 1.40 meters to 1.50 meters depth. Children under the age of 12 or who are unable to swim should not use the pool without adult supervision. For your convenience wooden portable pool fence is available upon request to prevent direct access from children. Advance request is required.
What time is Spa at Uma Sapna open?
Available from 09am to 09pm, operates every day. We also welcome guests who are not staying at Uma Sapna Villa to be pampered at our Spa.
How’s the Services Food and Beverages at Uma Sapna?
Extensive in villa dining menu is available to be ordered (open from 7am to 10pm).
Is Internet Connection Free?
Free Wi-fi is available for entire villas. Desktosps are also available at the lobby.
What about the Mosquitoes?
Bali is a tropical Island. The hotel uses a variety of methods to prevent discomfort of guests by Mosquitoes. This includes bi-weekly fogging of garden areas and exterior of hotel, insect coils use in dining area, bathroom and terrace. Also provision of electric mosquito repellant and aerosol can repellants in rooms. Our methods generally keep mosquito presence to an acceptable level.