Question 1

Reservations

Accepted Answer

To make room reservations, enquiries, amendments, or cancellations, please contact our reservations team at rsvn@bayulestariresort.com. 
A valid credit card is required to secure your booking confirmation. While your card will not be charged immediately, it will be pre-authorised to verify validity as per our cancellation policy. If we are unable to pre-authorise your card, we will contact you via email or phone to request an alternative payment method. Failure to provide a valid card within the specified timeframe will result in the automatic cancellation of your reservation.
Upon confirmation, a booking voucher will be sent to you. Please present this voucher along with a valid passport or government-issued ID at check-in. The reservation must be under the name of the primary guest staying. Bayu Lestari Island Resort reserves the right to cancel any booking if the named individual is not present or cannot be verified.
Your room will be held until 18:00 (6:00 PM) on your scheduled arrival date. Bookings not secured by a guaranteed payment method may be released after this time unless we have received prior notification of a late check-in.
For multiple room bookings, if a guest fails to check-in on the scheduled date, the resort reserves the right to reallocate the room without further notice, and the original booking will be treated as cancelled.
At check-in, a credit card must be provided for incidentals, or a cash deposit may be required. This deposit will be refunded at check-out, minus any charges for damages, losses, or additional services used during your stay.
If your selected room type is unavailable at the time of check-in, we will make every effort to provide a suitable alternative based on availability. Please ensure all your booking details - including dates, room type, and number of guests - are accurate at the time of booking, as Bayu Lestari Island Resort cannot be held liable for errors.
To ensure the safety and comfort of all our guests, the following items are not permitted on the resort:
Pets or animals (excluding service animals)
Illegal substances, flammable materials, or hazardous goods
External electrical appliances that may interfere with resort systems
Personal bedding, such as pillows, sheets, or duvets
Cooking appliances or utensils
Any other items deemed to disrupt the peaceful environment or resort operations

Question 2

Amendment & Cancellation

Accepted Answer

For any amendments or cancellations, please contact us at rsvn@bayulestariresort.com.

Amendment Policy:

Changes to your arrival date or the number of rooms must be requested at least fourteen (14) days prior to your scheduled check-in. For group bookings of five (5) rooms or more, a minimum of thirty (30) days' notice is required. Amendments requested after these periods are subject to approval, availability, and any difference in room rates. Please note that changes to the check-in date, room category, or length of stay may require the original booking to be cancelled and rebooked at the current available rate.

Cancellation Policy:

Free Cancellation Rate: If your booking is under this rate, you may cancel free of charge by notifying us in writing at least seven (7) days before your check-in date. Cancellations made after this period will incur a fee equal to the first night's stay.
Non-Refundable Rate: The total room charges are processed immediately upon booking and are non-refundable. Amendments are not permitted for this rate type.
No Show: If you do not arrive on your check-in date and have not notified our reservations team, your booking will be considered a "No Show," and the total cost of your reservation will be charged.

Definitions:

Free Cancellation: Bookings can be amended or cancelled without penalty up to 7 days prior to the scheduled check-in date.
Non-Refundable: The full booking amount is charged upfront and is not refundable; changes are not allowed.
No Show: A guest who does not arrive on the check-in date without prior notification, resulting in a charge for the entire booking.

Question 3

Check-in & Check-out

Accepted Answer

Bayu Lestari Island Resort operates with a strict check-in and check-out policy.

Check-in time is from 1200 hours onwards.
Check-out time is by 1030 hours.

If check-out occurs after 1030 hours, an additional night’s stay may be charged based on real-time room rates and subject to availability. This charge will be applied without further notice.

The latest time of arrival is 1800 hours on the day of your scheduled check-in. If you do not arrive by this time and have not informed the resort in writing, your booking will be considered cancelled. Bayu Lestari Island Resort reserves the right to release and re-sell the room without further notice.

Question 4

Damage

Accepted Answer

Bayu Lestari Island Resort reserves the right to take legal action against guests for any damages incurred to the villas, resort property, or natural environment while on the premises. This includes, but is not limited to, damage to furniture, fixtures, equipment, and the unique ecosystem of Pulau Besar.

The resort expressly reserves the right to charge the credit card on file for the full cost of repairs, replacements, or specialized cleaning required due to such damages, without prior notification. If the incurred costs cannot be fully recovered from the provided credit card, the resort will initiate legal proceedings to recover the outstanding amount.

Question 5

Right to refuse accommodation

Accepted Answer

Bayu Lestari Island Resort reserves the absolute right to refuse accommodation to any person(s) without prior notice and may terminate any booking or event immediately without being liable for a refund or compensation under the following circumstances (including but not limited to):

Safety & Security: When such action is deemed necessary for the safety, security, or well-being of other guests, staff, or the resort property.
Unlawful or Disruptive Conduct: In cases of unlawful activities, significant disturbance, or public nuisance that affects the comfort and peaceful experience of other guests.
Hazard or Risk: If a guest's conduct, physical or mental status, age, or the condition of their luggage is reasonably deemed to pose a hazard, risk of harm, or significant discomfort to themselves, others, or the resort's property and natural environment.
Previous Misconduct: If a guest has committed serious misconduct during a previous stay and such conduct is likely to be repeated.
Payment Issues: When the applicable rate, charges, or taxes have not been paid in full; if the payment is fraudulent (e.g., using a lost, stolen, or fraudulent credit card); or if the booking is counterfeit or fraudulently obtained.
Unauthorized Booking: If the reservation was made fraudulently, unlawfully, or purchased from an unauthorized third party not accredited by the resort.
Tampered Documentation: If the booking confirmation has been altered or defaced by anyone other than the resort or its authorized agent (in which case we reserve the right to retain such documentation).
Identity Verification: If the person checking in is not the individual named on the booking and cannot provide valid proof of authorization from the named booker (we reserve the right to retain the booking documentation in such circumstances).

Question 6

What is classed as personal information?

Accepted Answer

At Bayu Lestari Island Resort, we are committed to protecting your privacy and ensuring you have a peaceful and enjoyable stay with us. To provide our services and enhance your island experience, we collect a limited amount of Personal Information from our guests and visitors.

This information may include:

Full Name
Age
Phone Number
E-mail Address
Passport/National ID Details (for verification as required by law)
Travel & Medical Information (e.g., for activity bookings or dietary needs)
Nationality and Residency Status
Dietary Preferences & Special Requests
Feedback on your stay with us
Credit/Debit Card or other payment details for reservations and services

Our primary goal in collecting this information is to manage your booking efficiently, personalize your experience, ensure your safety during resort activities, and provide you with the highest level of service.

You are free to decline our request for your Personal Information. However, please understand that doing so may prevent us from providing you with certain services, such as completing your reservation, facilitating activity bookings, or accommodating specific dietary needs.

Question 7

Why is personal information collected?

Accepted Answer

At Bayu Lestari Island Resort, we collect your Personal Information only when it is essential for delivering the services, products, or information you request, either directly or through a third-party agent acting on your behalf. This includes processes such as managing your booking, responding to inquiries, providing information about our resort and activities, registering you for special offers, and collecting feedback about your stay.

The collection of your Personal Information is always conducted with your knowledge and consent through fair and lawful means. We gather this information to personalize your island experience, provide relevant recommendations for activities and dining, maintain the highest safety and hygiene standards across our resort, comply with legal requirements, and handle internal administrative tasks. All of this is done with the singular goal of ensuring a smooth, safe, and memorable guest journey from the moment you book until after you depart.

To provide you with the high-quality services expected of a island resort, we may share your necessary Personal Information with trusted third-party service providers and partners. These may include activity tour operators, transportation services, or other suppliers for whom we act as an agent. This ensures they are equipped with the essential details to fulfill your bookings safely and effectively, supporting our shared commitment to meeting your expectations.

Question 8

How is my personal information protected?

Accepted Answer

At Bayu Lestari Island Resort, the confidentiality of your personal information is our top priority. We treat all data entrusted to us with the strictest confidence and do not share it publicly or with any third parties, except as necessary to provide our services (e.g., with trusted activity partners) or as required by law.

We employ a range of robust security measures to protect your data, including password protection and encryption tools, to safeguard our secure databases from unauthorized access. While we make every effort to ensure that the transmission of personal information over the internet is as secure as possible, please note that no method of electronic transmission can be guaranteed to be 100% secure due to factors beyond our control.

Our commitment to data security extends beyond our guests. We also uphold comprehensive internal policies to protect the personal information of our employees and trusted partners, ensuring full protection against potential breaches and maintaining a culture of privacy throughout our resort.

Question 9

What are the consequences of failing to provide personal information?

Accepted Answer

If you choose not to provide the Personal Information we request, we may be unable to provide the services you have asked for. This could affect your ability to complete a reservation, participate in resort activities, make purchases from our online shop, or subscribe to our promotional updates, among other things.

Please be aware that if you have paid a deposit but subsequently choose not to provide the necessary Personal Information required by Bayu Lestari Island Resort or our trusted partners (such as activity operators) to deliver the service, you may not be entitled to a refund. A common example includes travel packages that require passport details for transportation or mandatory safety information for specific tours.

Your Consent and How Information is Provided

We only collect Personal Information that you, or an authorized party acting on your behalf, voluntarily provides. You are always welcome to browse our website or contact us with general inquiries without submitting any Personal Information.

We obtain your consent in several ways, including:

Written permission provided via email, online contact forms, or booking platforms.
Verbal permission given over the phone to our reservations team.
Third-party consent, such as from a travel agent or another individual you have authorized to make a booking on your behalf using your details for that specific purpose.

If you have any questions about what information is needed for your booking or stay, please do not hesitate to contact us.

Question 10

Can I access my information and whom do I contact?

Accepted Answer

You have the right to request access to, update, or correct your Personal Information, subject to certain legal limitations. To do so, please contact us in writing at rsvn@bayulestariresort.com or by using the contact form on our official website at www.bayulestariresort.com.

If you wish to review the Personal Information you have provided, verify how it has been used, or request that we amend or delete your details, please get in touch with us.

In accordance with applicable data protection laws, you may withdraw your consent for us to use your Personal Information at any time by providing us with reasonable notice. However, please be aware that if you refuse or withdraw your consent for any purpose that is essential for us to fulfill our contract with you (such as information required for your stay or a pre-booked activity), we may be unable to provide or continue providing that service.

Important Note for Bookings Made Through a Third Party:
If your reservation was made through a travel agent or online travel agency, you will need to contact them directly regarding access, correction, or deletion of any Personal Information they hold. We encourage you to review their privacy policy, as it may differ from that of Bayu Lestari Island Resort (www.bayulestariresort.com).

Question 11

Feedback

Accepted Answer

If you have any feedback concerning how Bayu Lestari Island Resort collects, uses, or manages your Personal Information, or if you believe we have not adhered to applicable privacy laws, please contact us. You may send a written letter or email to rsvn@bayulestariresort.com, addressed to the Data Protection Officer, or use the postal address provided in the "Contact Us" section of our website. We treat all privacy-related complaints with the utmost seriousness.

Upon receiving your feedback or complaint, our administration team will acknowledge and review it within thirty (30) business days. We will provide a written response to the return address or email specified in your communication. If our response does not satisfactorily address your concerns, we encourage you to follow up directly with our Data Protection Officer, who will make every effort to resolve the matter.

Please be advised that you also have the right to lodge a complaint with the relevant national supervisory authority responsible for data protection in your jurisdiction.

Question 12

Websites policies changes to this privacy policy

Accepted Answer

Bayu Lestari Island Resort may periodically update or revise this Privacy Policy to reflect changes in our practices, services, or legal obligations. Any such amendments will apply to the Personal Information we hold, including information collected under previous versions of this policy.

We reserve the right to change this Privacy Policy at any time. The most current version will always be posted on our official website at www.alunalunresort.com, and we encourage you to review it occasionally to stay informed about how we are protecting your information.

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