一般ポリシー（General Policy）

AGE, OCCUPANCY & IDENTIFICATION

• Guests aged 12 and below are considered children.
• 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.

GUARANTEED RESERVATION, DEPOSIT, CANCELLATION & REFUNDS

• A credit card guarantee is required to confirm all bookings.
• A refundable incidental deposit of IDR 2,000,000 per room, per night will be collected upon check-in.
• All payments are processed in Indonesian Rupiah (IDR). Currency conversions by your issuing bank or card provider may affect the final amount charged.
• All deposits are non-refundable unless otherwise stated. Cancellation policies vary based on your selected rate plan or promotional package and are specified in your booking confirmation.

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Payment & Refunds:

Deposits or pre-authorisations may be required at the time of reservation or check-in. Refunds or the release of pre-authorised funds will be processed by Mulia on the same business day a cancellation, check-out, or eligible refund is confirmed. However, the timeline for the refunded amount to appear on your bank statement is determined by your card issuer or financial institution.

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Mulia has no control over interbank settlement procedures or delays resulting from currency conversion, cross-border transactions, or non-Indonesian banks. Refunds may take up to 90 business days — or longer — depending on your provider’s internal processing policies.

CHECK-IN & CHECK-OUT

• Check-in: 15:00 local time | Check-out: 12:00 local time
• Early arrival and late departure are subject to availability. To guarantee early check-in or extended use, an additional night’s booking is recommended.

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.

CREDIT CARDS ACCEPTED

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

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.

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.

USE OF FACILITIES & ACCESS CONDITIONS

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

• 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.
• Age Restriction: Guests must be at least 16 years old to use the gym.
• 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.
• 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.
• Fitness Memberships: External guests and non-resident visitors may purchase gym memberships for access to the fitness centre at either Hotel Mulia Senayan or The Mulia Bali, subject to availability and membership terms.
• 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.

GUEST CONDUCT & SAFETY

• 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.
• Dress Code (Bali only): Smart casual attire is encouraged. Bathrobes, wet clothing, and swimwear are not permitted in dining venues.
• Smoking Policy: Smoking is strictly prohibited in all indoor public areas, guest rooms, balconies, and designated outdoor zones. This policy complies with Bali Provincial Regulation No. 7 of 2013, Jakarta Governor Regulation No. 88 of 2010, and National Health Law No. 36 of 2009. A cleaning fee equivalent to one night’s room rate may apply for violations.
• Food Restrictions: Durian, mangosteen, and red dragon fruit are not permitted on the premises to maintain hygiene and comfort for all guests.
• Pets: Pets are not allowed at either property.

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.

LIABILITY

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