Guest Services
Everything running quietly in the background.
Transfers, the concierge desk, the shuttle into Bali Collection and our in-house clinic. Reception is open 24 hours.
Reception
Open 24 hours
Every day of the year, including public holidays.
Check-in
From 15:00
Earlier arrival is welcome — the resort is yours to enjoy.
Check-out
By 12:00 noon
Lockers, showers and luggage storage remain available.
At a glance
Before you arrive
15:00 in · 12:00 out
Reception open 24 hours. Early and late on request.
Airport transfers
From IDR 475,000 per car. Book 24 hours ahead.
Free shuttle
To Bali Collection, seven times a day.
In-house clinic
Nurse 09:00–17:00, doctor on call after hours.
Security deposit
IDR 500,000 per room, per night.
Step-free access
Lifts to every floor. Accessible suites on request.
Arrival & Departure
Your first and last day, made easy
Many flights into Bali land at dawn and leave close to midnight. Arriving before check-in or leaving after check-out? You are welcome to enjoy the resort’s facilities during their normal opening hours, with complimentary lockers, showers and luggage storage to make the first and last day easy.
From 15:00Check-in
Your suite is ready at three
Reception is open 24 hours, so you can register, store your luggage and begin your stay at any time. The suite itself is released at 15:00 — the time our housekeeping team needs to prepare each one properly for the guests arriving into it.
By 12:00 noonCheck-out
Settle at noon, stay for the day
Check out by midday and leave your luggage with the concierge. Lockers and showers are available, and you are welcome to spend the rest of the day at the pools, the Beach Club and our restaurants during their opening hours before your flight.
On requestEarly check-in & late check-out
Extending the hours at either end
Early check-in from 12:00 noon and late check-out until 15:00 can sometimes be arranged. Both are subject to availability on the day and carry a surcharge of up to 50% of the nightly rate.
In peak season we are rarely able to offer either. If your arrival or departure time is critical, booking the night before or the night after is the only way to guarantee the room.
Arriving early before 15:00, or leaving late after 12:00 noon?
You do not have to wait in the lobby. Complimentary lockers and showers are available beside the Kids Club and at the Beach Club, luggage is stored at the concierge desk, and the pools, the beach and the restaurants are open to you during their normal hours whilst your room gets ready. Whilst you may leave your room at 12:00 noon, you can still enjoy the resort facilities, during their opening hours, until your departure time.
Airport Transfers
Met at the airport, 25 minutes from your suite
Ngurah Rai International Airport is a short drive away. Add a transfer to your booking and someone will be waiting for you in the arrivals hall — no queue, no negotiation, no working out where to go at five in the morning.
Executive Transfer
1–3 passengersBest suited to couples and small groups travelling with standard luggage.
Capacity
3 passengers and 3 medium suitcases.
Included
All taxes, tolls, parking and bottled water.
From
IDR 475,000
Per vehicle, one way. Inclusive of 10% government tax and 10% service charge.
Group Transfer
4–8 passengersFor families and larger groups, with room for extra luggage and, with notice, oversized items.
Capacity
From 4 to 8 passengers, with medium suitcases.
Included
All taxes, tolls, parking and bottled water.
From
IDR 1,000,000
Per vehicle, one way. Inclusive of 10% government tax and 10% service charge.
Booking a transfer
Transfers appear under Experiences in our booking engine and can be added to your reservation at the time you book, or afterwards through our reservations team.
Book your stay, then add a transfer under Experiences →
- Transfers must be booked at least 24 hours before arrival. Please send your flight number and arrival time so we can track delays.
- We do not operate transfers to ports or to other hotels.
The Concierge Desk
The people to ask first
Our concierges are in the lobby to help with the small logistics of a stay — a car, a bag, a restaurant, a route.
On request
Cars & taxis
We are happy to call a taxi for you. Ride-hailing apps such as My Blue Bird, Grab and Gojek usually have a vehicle nearby within minutes.
Before check-in, after check-out
Luggage storage
Luggage is stored securely as long as you need it on your arrival or departure day, at no charge.
Subject to availability
Luggage to your suite
We will gladly bring your bags to the suite or collect them from it. During peak check-in and check-out hours a short wait is sometimes unavoidable.
Getting Around
Beyond the resort gates
Nusa Dua and Tanjung Benoa are easy to explore, and two things at the resort make it easier still: a free shuttle into Bali Collection, the shopping and dining complex nearby, and a tour desk in the lobby.
Complimentary · Seven departures daily
Shuttle to Bali Collection
Bali Collection is a large open-air complex at the heart of Nusa Dua, with more than 100 shops, restaurants and entertainment outlets — fifteen minutes from the resort.
More at bali-collection.com.
Lobby · Daily 08:00–20:00
Tour desk
A certified third-party tour operator keeps a desk in our lobby offering the island’s most popular excursions — from Ubud to Nusa Penida, and from the rice terraces to temple visits and water sports.
The current excursion list and prices are displayed at the desk.
Lobby · Daily 08:00–20:00
Money exchange
A government-authorised money changer operates in our lobby at competitive rates. You may need less cash than you expect: everything at the resort can be billed to your room or paid by card at each outlet, and tipping is never required, though always appreciated.
Finding your way
The resort map
The resort runs 370 metres from the far end of the suites to the beach, either side of Jalan Pratama. The interactive map shows every restaurant, bar, pool and facility, with opening hours. A printed copy is in your suite, and reception can always point you the right way.
Health & Assistance
A clinic on the property, a hospital 15 minutes away
Our in-house clinic is operated by Mandiri Holistic Care, an established independent medical provider, and is staffed daily by a licensed nurse for consultations and minor complaints.
Medical care at the resort
- The clinic is open daily from 09:00 to 17:00.
- Consultations are with a licensed nurse.
- A doctor-on-call service is available outside clinic hours.
- All medical services are payable and are not included in your room rate.
- BIMC Hospital Nusa Dua, a major international facility, is under 15 minutes by car.
- Reception can arrange transport to a hospital at any hour.
Medical care in Bali is largely private, and costs can be substantial. We strongly recommend arranging travel insurance with medical cover before you travel.
Accessibility
Lifts serve all guest floors and accessible suites are available on request. Public areas, including the Beach Club, are reached by ramp or lift, and a wheelchair is available at the front desk.
If any part of your stay needs particular arrangement, please tell us before you arrive so we can prepare properly.
In Your Suite
Small things that make a suite feel like a residence
Our suites are built for longer, slower stays — which raises a set of practical questions that a hotel room never does.
All suites except Lower Ground — No View
Kitchenette
An induction hob and a microwave, intended for warming, preparing simple plates and making the most of a longer stay — not for full cooking.
On request to your suite
Kitchen utensils
Utensils are not set in the suites by default, for practical reasons. Ask reception and a set will be brought up.
At reception
Cold storage
The minibar keeps drinks cool but does not reach the temperatures a domestic fridge does. If you need to store medication or anything at or below freezing, just let us know.
Practicalities
Everything else, briefly
Wi-Fi
Complimentary high-speed Wi-Fi throughout the resort, in suites and in all public areas, with multiple devices supported.
Parking
Complimentary, on site.
Laundry & pressing
An outsourced laundry service with an express option. Price list in your suite.
Housekeeping
Daily service; hours may vary. Use the Make-Up-Room and Do-Not-Disturb buttons at your door. Linen is changed every three days, or on request. Please help us save water by reusing your towels.
Policies
Practical conditions
Set out plainly, so nothing on arrival comes as a surprise.
Security deposit
On arrival we take a security deposit of IDR 500,000 per suite per night, capped at IDR 2,000,000 per suite per stay, by credit card or in cash.
The deposit exists for your convenience: it allows you to charge everything you order during your stay to your suite and settle once, at check-out.
- On a credit card this is an authorisation, not a charge. The amount is held by your bank; it never leaves your account. At check-out we instruct your bank to release the hold, but how quickly the released amount reappears on your statement is determined by your card issuer, not by us.
- Cash deposits are returned in full at check-out, less anything outstanding.
If your charges come close to the deposit amount, our team will let you know and give you the choice of topping up the deposit or settling further charges as you go.
Identification at check-in
Every staying guest must present valid identification at check-in — a passport for international guests, or a KTP for Indonesian nationals. Indonesian regulations require us to take a copy, which is held securely and handled in line with our privacy policy.
Security on the property
Tanjung Benoa is a very safe neighbourhood, and we are not aware of any security incidents at the resort or around it. We still take a prudent approach, with a system that covers:
- Security staff on duty 24 hours a day.
- CCTV across all public areas and guest corridors.
- Vehicle checks at the security post, where vendors and other visitors must also register.
- Suite key card readers that keep a record of every entry.
Every suite has an in-room safe for passports, cash, electronics and other valuables. Losses from a suite are covered by the resort and its insurers only where there is evidence that the safe has been forced or tampered with.
Visitors and day guests
Guests are welcome to receive visitors. For the safety of everyone staying with us, visitors must register at the security post and be met by their host. Dining-only visits follow each restaurant’s access policy. Pool and resident-facility use requires the applicable Day Pass, arranged in advance.
Food deliveries
You are permitted to order food from outside the resort if you wish, but for the safety of our guests and to maintain our standards, deliveries must be collected by the guest at the security post — drivers are not permitted beyond it. We are unable to provide plates or cutlery for food from outside.
Smoking
All suites and indoor public areas are non-smoking, including electronic cigarettes. Smoking is permitted on suite balconies and patios, and in designated outdoor areas. A cleaning charge applies where a suite has been smoked in.
Pool, beach and water safety
Pools are open daily during posted hours. Children must be supervised by a parent or guardian at all times, in and around the water. Sea conditions on this coast change with the tide.
Quiet hours
We ask guests to keep noise to a considerate level in the suites and on balconies between 22:00 and 07:00, so that everyone can rest.
Are tax and service included in prices?
No, they are not included unless written otherwise. Prices at our restaurants, bars, spa and experiences are subject to 21% tax and service charge, added to the price shown.
Something we haven’t covered?
Message our team before you travel — transfers, accessibility, a celebration, an early flight. It is far easier to arrange in advance than on the day.
