Reservation Process
Room Types
Pricing
Credit Cards and Payments
Cancellation
Hotel Policies
Hotel Facilities
Hotel Services
Food and Beverages
Hard Rock Hotel Bali Corporate Information
Miscellaneous

RESERVATION PROCESS

Can you check availability and make a reservation for me?

Our online hotel booking system is self-service, which allows us to offer discounted rates. The easy-to-use interface makes it possible for you to search for hotels, check real-time availability and pricing, and make a booking yourself. Please use the check availability box in our main page to find suitable rooms for your stay.

How do I know if my booking is confirmed?

When you have completed the reservation process, an instant on-screen confirmation will appear. It will show your reservation details as well as your booking number. We advise you to print it out. Within a couple of minutes, you will receive a confirmation email containing more information such as the hotel's contact details.

How many rooms can I book in one reservation?

A maximum of 3 rooms (if available) can be booked in any one reservation.

I have booked a room but I did not receive a confirmation by email. What do I have to do?

When you make a booking, please check your email address. A confirmation email should arrive within a couple of minutes of your booking. The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address and make sure your mailbox is not full before finalizing your reservation. Also, in some cases (e.g. if your spam filter settings are too strict) the confirmation email may end up in your "Spam" folder. If you do not receive an email after you have made a booking, please send a message with your booking number and details by using our contact form.

Once I have made my reservation, will I receive any written confirmation from the hotel?

Yes, you will receive an email confirmation from the hotel. It displays your confirmation number, the hotel information, the rate, and the hotel's cancellation policy.

Who can I contact by email if I have problems with my reservations?

Please contact bookings@hardrockhotels.net for assistance regarding your reservation.

When can I expect to get an answer to an inquiry?

Our goal is to respond to all questions within 24 hours of receipt. Please email us on bookings@hardrockhotels.net or info@hardrockhotels.net for immediate assistance, you may call +62 361 761869, seven days a week from 9:00 a.m. to 11 p.m, Bali Time.

How do I make reservations for a large group (family reunion, club, etc.)?

Requesting 10 or more rooms for the same arrival date qualifies as a group booking. Group travel reservations may have different rates or hotel booking requirements. To request Hard Rock Hotel Bali rooms for your group or for more information, call our Sales Team at +62 361 761869 or send an email to sales.bali@hardrockhotels.net

Where can I find the room rate and room availability?

In our homepage at our website http://bali.hardrockhotels.net.

Please advice the room total cost for me

Total room cost appear when you click book in the selected promotion.

ROOM TYPES

What's the difference between a double room and a twin room?

A double room has one King size bed. A twin room has two Queen beds.

We have two small children, can we get extra beds in the room?

This possibility depends on the hotel's policy and availability. In general, one extra bed for one child is available at US$ 45++ including breakfast and cots are available for babies upon request. But we also have rooms that consist of day beds in it to be used as a bed for children. Please see our room features for all the details.

Can I request an extra bed for a third person in a double room and at what cost?

Yes you can request in your reservation form for extra bed, The cost will be US $45++ including breakfast.

Can I specify where I would like my room located (preferred floor, next to pool, etc.)?

Yes you can, but we cannot guarantee that your requests will be granted because they are subject to availability and different rates.

Do you have connecting rooms?

Yes we have the connecting rooms. Please note that we cannot guarantee that your requests will be granted because they are subject to availability and different rates.

Do you have Ocean Views?

Although our hotel is situated opposite Kuta beach, we don't have any rooms that faces the ocean.

I'm allergic to cigarette, do you have any non smoking room?

Yes we do have non smoking room. Please make the request in your reservation form.

PRICING

Are the rates on your website per person or per room?

All rates on our website are per room per night, unless stated otherwise.

Is breakfast included in the price?

Once you have retrieved the availability for specific requested dates, please click on the room name to find information about breakfast, taxes and room facilities.

Are taxes included in the room rates?

Once you have retrieved the availability for specific requested dates, please click on the room name to find information about breakfast, taxes and room facilities.

Do you offer special discounts (for seniors, airlines employees, etc.)?

We provide the best available rates for the dates of your stay. Discounts are already included and therefore it is not possible to have any other discount on the confirmed price.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

Not when booking through our website. You would have to book through the bookings@hardrockhotels.net/p>

Will I get the same rates and availability on the Internet as I would if I called the reservations number?

Yes

Can I book discounted, special, corporate or group rates on the Internet?

No, you should contact our sales team at sales.bali@hardrockhotels.net for this inquiry.

Do you have any industry rate for hotelier, travel agents, and airlines?

Yes we do have the industry rate for the above subject. Please contact our sales team at sales.bali@hardrockhotels.net for this inquiry

CREDIT CARDS AND PAYMENTS

Why are my credit card details needed?

In general, your credit card details are only required as a guarantee for the hotel in case you don't arrive or cancel too late. This might result in a "no-show" charge (generally the equivalent of a one-night stay) by our hotel.

Does the hotel need a deposit or a payment in advance?

Please note that our hotel perform a pre-authorization check on your credit card as a guarantee. A pre-authorization is a validity check to reserve a certain amount that would guarantee the room. This amount may correspond to the price of one night or to the total cost of your reservation. Once the credit card has been validated, the reserved amount will be released.

But for some discounted promotions, yes we need a deposit or a payment in advance.

What types of credit cards can I use to guarantee the reservation?

MasterCard, Visa and American Express are accepted as a guarantee. In addition, we also accept BCA, Mandiri and other local cards.

How do I pay the hotel bill?

You can pay the room bill by credit card or by cash at the hotel or prepayment as per promotion terms and conditions.

Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?

Yes. Your credit card details are only needed for guarantee purposes. You can pay at the hotel using the payment method of your choice, as stated above.

My credit card has been charged. How can I get a refund?

You will need to contact us directly. The hotel's contact information can be found in your reservation confirmation email or in our website.

I do not have a credit card. Can I still book a room?

Unfortunately our hotel's booking require a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.

Is it safe to fill in my credit card number? How secure is your website?

Your credit card information is sent to our booking partner through a secure server, using the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. The SSL certificate has been issued by Thawte.

Our booking partner also uses a firewall which protects their servers and network against unauthorized access.

My credit card number is correct, but the hotel is not accepting it. Why?

There are a few possibilities:

• Your card type is not accepted at the hotel.
• The card expiration date precedes the reservation date.
• You have reached your credit limit or exceeded its limit.
• There is a computer error
• Connection error

Is your online reservation process secure to protect my personal and credit card information?

The hotel room reservation process through hardrockhotels.net is safe and secure. Once you enter your personal and credit card information, your online reservation is processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transit.

CANCELLATION

How can I cancel or change my online booking?

You can cancel your reservation or send a request for a modification of an existing reservation by clicking on the link at the bottom of your confirmation email. To change your booking, first cancel the existing reservation via the link provided in your confirmation email and then you may make a new booking on our website.

Please note there are some online booking promotion that are non cancelable or refundable. Read the terms and conditions.

What is the cancellation policy for a hotel?

Should you need to cancel a reservation, please cancel in time as failure to do so may result in a no-show charge of one night or more. Read the terms and conditions.

Do I pay a cancellation fee?

In order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of your booking.

How do I know that my booking has been cancelled?

After you have cancelled a booking, you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send a message with your booking number and details to our booking department at bookings@hardrockhotels.net

What is the cancellation policy on my reservation?

When you are completing the Hotel Reservation Form, the Cancellation Policy will be provided in red or there will be a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. In general, the standard terms are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty by our hotel. Canceling after the stated period will result in a cancellation penalty fee. Some reservations are non-refundable and cannot be cancelled after booking.

If the cancellation is outside the terms and conditions of your reservation, you may be charged for one night's stay including tax recovery charges and service fees. Please read the specific cancellation policy provided on the site and in any emails regarding your reservation.

How do I cancel a reservation?

If you wish to cancel your reservation for any reason you must contact us before the time indicated by the Hotel in the section "cancellation policy". Be ready to quote the information contained in your Reservation Confirmation. If you cancel your reservation within the days indicated by the our Hotel in the Cancellation Policy Section of the Reservation Confirmation we will not debit your credit card for the first night, thereby forfeiting your deposit. If you cancel your reservation after the days indicated by our Hotel in the Cancellation Policy Section of the Reservation Confirmation the hotel have the right to make a No Show Charge on your credit card for the total price of first night reserved. Cancellation is not valid by any other method. Cancellation of the reservation will result in forfeiture of the deposit taken at the time of booking. Please note that we are unable to give a refund if you shorten your stay. If you have any questions or complaints about your prepaid reservation, please contact our booking department.

Am I allowed to cancel a hotel reservation that I made online?

Yes, just click on the Check Reservations page to and follow the instructions to retrieve your reservation. Remember to enter your name exactly as you did when you first submitted your online hotel reservation along with the confirmation or credit card number. Take time to review and understand the cancellation policies found on your hotel room reservation information page prior to canceling your specific hotel reservation.

If I change an online hotel reservation, will I still get the same rate?

You may remove nights or products added to a reservation without affecting the rate; however, if you want to change arrival dates, we cannot guarantee the rate will be the same. In this case we recommend contacting one of our booking departments for assistance.

Will my credit card be charged if I forget to cancel my hotel room reservation?

Yes. Reservations are guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy outlined by our hotel. Take time to review the cancellation policies for your hotel reservation.

HOTEL POLICIES

What are the check-in and check-out times of a hotel?

The check-in time is 3 PM and check out time is 12 noon. If you are going to arrive late or very early, please let us know in advance using the Comments/Questions field in the reservation form (in English), or inform us directly using the contact details you will find in your confirmation email.

How can I request an early/late check-in or late check-out time?

Should you require your room before 3 pm we suggest you book the night previous, so that your room will be available upon your early arrival. Late check out are charged at 50% of your room rate up until 6 pm and 100% of your room rate after 6 pm.

Is your hotel pet friendly?

We love pets, but we don't allowed them in the property as some of our guests take offense. Sorry...

HOTEL FACILITIES

Do you have a kids club in your hotel?

Yes, we call it Lil' Rock Kids Club. The membership for the entire stay is only Rp. 250,000++ and it's eligible for children age 4 – 12 years old.

My son likes to swim, what can he do in your swimming pool?

We have a new water park in our kids' pool and new water slide in the swimming pool. We have lots of pool activities around the pool for your son, such as walk on water, water polo, beach volley ball, bombing contest and beach party, club dancing and watermelon eating contest.

I'm traveling with two teenagers; do you have any fun activities for them?

We are in the process of building the new Teen Centre called "Tabu". Upon completion of the project, the Teen Centre will offer an enhanced Hard Rock Brand experience that will elevate all teenagers senses.

I heard that Hard Rock Hotel Bali is under renovation, is that true?

No! Instead from 15 January 2011 to 30 May 2011, there will be an ongoing soft refurbishment and revitalization project at wing 2 & 3. We are pleased to share the following refreshing news with you.

The refurbishment project that delivers our Hard Rock brand standards will include a comprehensive transformation which will result in guest rooms with a modern look. This will involve brand new mattresses and pillows, duvets, bed sheets, new flat screen TV's, I Pod docking station, HiFi system, improved lighting, and more.

As we work hard to make our rooms even more inviting and inspiring, we want to assure you that we will make our renewal as easy as possible for you. Noise and air pollution will be kept at minimum level during the revitalization period and any noisy works will only be conducted between 10 am and 4 pm.

Upon completion of the project, the hotel will offer an enhanced Hard Rock Brand experience that will elevate your senses.

How many swimming pool do you have?

We have two pools. The main Swimming Pool- is the largest free-form swimming pool in Bali. Featuring a unique Sand Island, it is a sunbathing paradise which also serves as a stage for outdoor performances and volleyball or chair ball matches.

There are 22 poolside cabanas available to provide you a cool, private retreat from the sun. Equipped with tables, chairs and day-beds, the cabanas also allow you to order food and refreshments served from Splash Bistro. You can also enjoy various spa treatments for the ultimate experience in poolside lazing!

Chill Out Pool - Enjoy the tranquility and luxury feeling of having a swimming pool right outside your ground floor balcony. The "chill out" pool is accessible from the Deluxe Premium Rooms and Suites, a perfect option to hideaway from the hustle and bustle of the crowd.

Can I book a cabana in advance?

Of course. Please mention it in your reservation form and we try to book it for you, subject to availability.

Do you have a gym, sauna and a steam room?

Yes, our fitness center, Body Rock boasts a fully equipped gym, sauna and steam rooms, hot and cold plunge pools, available free of charge to all hotel guests to keep you in peak condition during your holiday in Bali. We have experienced instructors to guide you through various calorie-burning programs and exercises.

Do you have a medical clinic on site?

Yes, we have a medical clinic on site and doctor from 3 PM to 7 PM. However, doctor can be contacted 24 hours.

Do you have a prayer room?

Our prayer room is located on the ground floor. Please contact our Guest Relations Officer for more information on this.

HOTEL SERVICES

Can I send my luggage to the hotel in advance?

No, not for security reasons.

Can you hold my luggage until my next stay?

No, not for security reasons.

Can you arrange flowers, cakes and other special requests?

Yes, please contact the hotel with your request prior to arrival on info@hardrockhotels.net

Do the rooms have internet access?

Yes, we have wireless internet facilities in the room. Please contact our Guest Relations Officer to purchase the internet voucher.

Can I reserve a car parking space?

We do not take car park reservations

I've left something behind at the hotel.

Click on the 'Contact Us' link on our website and enter a description of the lost property together with the guest's name and dates of your stay then click the send button.

How can I obtain a copy of my receipt?

Click on the 'Contact Us' link on our website and enter a brief note requesting a copy of your receipt together with the guest's name and dates of your stay then click the send button.

How can I make special requests regarding my stay?

Special requests can be made when making your hotel booking online. Requests for rollaway beds, cribs and smoking preferences, as well as any requests noted in comments section during the reservation process online can be made. Special requests are not guaranteed and will be honored depending on availability at check-in, but we will do our very best to accommodate the request. If you have specific needs or questions regarding your request, please call the hotel directly.

FOOD AND BEVERAGES

Do you cater for vegetarians?

Our F&B outlets have vegetarian menu. Please contact info@hardrockhotels.net if you have any special request for your menu.

Do you cater for lactose intolerant diets?

Yes we can cater for special diets upon request. Please contact info@hardrockhotels.net

I have a birthday, what can you do for me?

A lot! Just tell us what you want; we will try to make it a memorable experience that rocks.

I want to have a wedding, who do I contact?

Please contact sales.bali@hardrockhotels.net for this inquiry.

HARD ROCK HOTEL BALI CORPORATE INFORMATION

Where can I find employment opportunities at Hard Rock Hotel Bali?

Employment opportunities are listed in the Employment Opportunities section of our site. The employment opportunities page will lists current openings at all hotels under HPL Hotels & Resorts.

I am a student doing a research project about Hard Rock Hotel Bali. Where can I find more information?

The majority of our publicly provided information is available in the Hard Rock Hotel Bali Media Room in our website. If you have specific questions about Hard Rock Hotel Bali, please make your inquiry directly to marcom.bali@hardrockhotels.net

MISCELLANEOUS

Is there a hotel shuttle service to/from the airport?

We offer shuttle service to and from the airport that is available 24 hours with maximum 4 persons/car. The rate is US $15 net per way. Please contact our bookings department or comment in your online reservation form if you need this service.

What if there will be more than two adults in the room?

We allow additional guests to stay in the rooms at a charge at US 45++ including breakfast.

Our children will be with us... do they stay free?

Children 12 and under stay free at Hard Rock Hotel Bali.

Are rollaway beds/cribs available?

Yes, we have rollaway beds available in king room only. Please contact our Guest Relations Officer if you have special request for this.

Has Hard Rock Hotel Bali a minimum or maximum age requirements?

No. Hard Rock Hotel Bali is a family hotel so we accept all ages in our property.

Love all serve all!

What if I find a lower price after booking?

Special Internet Rate hotel reservations booked through our website are guaranteed to be the lowest rate. If there is a lower rate available for the same dates, you must contact us prior to the property's cancellation deadline of your "Special Internet Rate" reservation. We will either refund you the difference or cancel the reservations without penalty. This guarantee only applies to rate indicated as "Special Internet Rates."

What is 'accommodation tax'?

This is a tax levied on all hotel and restaurant in Indonesia. There will be 10%service charge and government tax of 11% in all your bill.

Where can I find directions to the hotel?

Please visit our website and see our Location page. There will be a map and location information on the site.

Is my personal information safe and secure on your website?

Hard Rock Hotel Bali is committed to protecting your personal information and maintaining your privacy.

How much is the airport tax in Bali?

For Domestic Flight is Rp. 40,000 and for International Flight is Rp. 150,000 (subject to change without prior notice).