Terms and Conditions

Payments

A deposit of 25% of the invoiced amount must be received by Aloita Resort and Spa within one week after the relevant invoice and payment instructions have been sent to the guest. If a deposit is not received within this time, it is within the discretion of Aloita Resort and Spa to cancel the booking if required by another guest. There is no obligation on Aloita Resort and Spa to inform the original booking party.

Final payment is required 45 days prior to arrival or immediately if booking is made less than 45 days prior to arrival. If the balance payment is not received by the due date, Aloita reserves the right to cancel the booking and retain the deposit. In the case of bookings made 45 days prior to arrival, full payment is required within two (2) working days, or on arrival, if less than two (2) working days, whichever comes first.

All payments must be made in US dollars. All prices quoted are nett and include government tax and service charge. Payment options as follows:

1. International Transfer to Aloita Resort and Spa Company Account -

Account details:
Bank: Bank Central Asia (BCA)
Name of Account: Aloita Village PT
Account Number: 163 029159 0
Swift code: CENAIDJA
Branch: Pemuda 1, Padang, West Sumatra, Indonesia
Address: Jl. Pemuda # 1, Padang, West Sumatra, Indonesia

Charges incurred for International Transfer transactions will be borne by the guest from the country of remittance and by Aloita Resort and Spa in the Indonesian receiving banks. Exchange rate will be calculated on day of transfer.

2. Credit Card – Credit Card payments can be arranged with Aloita Resort and Spa in our Padang office. All payments made by credit card (Visa and MasterCard only) will be subject to a 3% additional charge

3. In the case of last minute bookings, where is it impractical or very difficult for the hirer to make a deposit by TT, we will accept cash (post 2002, unmarked USD banknotes – F series or Indonesian Rupiah only) on arrival.

4. PayPal – Guests can also utilize the secure PayPal service.  Please contact Aloita for contract information.  PayPal payments are subject to the same 3% surcharge as credit cards, and any additional international fees must be borne by the guest.

Other charges incurred during guests stay (eg: mini bar, room service, A-Bar, massage and spa treatments, scuba hire, speedboat charter, etc) will be invoiced to guest prior to departure.

Aloita Resort will accept payments in US$, AU$$ or Euro.  Payments by traveler’s checks, other currencies, or personal checks will not be accepted

Cancellations

If the reservation is cancelled 45 days or more prior to arrival deposits will be refunded in full less US$250.00 or 10% of the total booking value (whichever is greater).

Reservations cancelled less than 45 days prior to arrival are subject to a complete forfeiture of deposit to compensate Aloita Resort and Spa for the time and effort involved in making a booking and to compensate the company for the loss of other potential bookings that have turned down once a booking has been confirmed.

Notice of cancellation must be received by Aloita Resort and Spa in writing.

Final payments are non-refundable.

Changes to bookings

A US$25.00 administration fee will apply to each change after a booking has been confirmed. Changes cannot necessarily be accommodated in all cases.

Transport

Aloita Resort and Spa will  endeavor to fulfill guests travel requests as at time of booking.  However, due to the unreliable nature and limited options for transport to and from Sumatra mainland, Aloita Resort and Spa will not be held responsible for delays or cancellation to transport services. Aloita Resort and Spa reserves the right to facilitate guests transport to and from the Mentawai Islands via alternative means when the guests chosen form of transport is cancelled. Alternative means of transport and conditions are as follows:

Aloita Resort and Spa will refund the difference in price between SMA Airlines and published local ferry fares if the flight is cancelled and the guest chooses to travel to the Mentawais via local ferry.

In the case of guest’s flights with SMA Airlines being cancelled, Aloita Resort and Spa will provide transfers free of charge to Padang ferry harbor.

Aloita will assist the guest with hotel room bookings (day use or overnight) in instances where local ferry option is not available on the same day. The guest will be responsible for payment of hotel room and facilities at published rate.

Aloita Resort and Spa will refund the guests in full for the night/s that they cannot stay at the Resort due to changes or cancellation in local plane or ferry services which cause the guest to depart early from the Resort.

Aloita Resort and Spa will not be held liable for exceptional weather conditions which cause delays to transport services to and from the Mentawais.

Numbers in party / suitability

The numbers of persons occupying a cottage must not exceed the number stated in the booking confirmation. Aloita Resort and Spa reserves the right to ask guests to leave or refuse any booking, which, in its opinion, is unsuitable for the cottage concerned.

Liability

Aloita Resort and Spa, its agents and employees assume no responsibility for any injury, sickness, loss, damage, additional expense or inconvenience, directly or indirectly caused by or arising out of the use of the property, travel on the Resort speedboats, exceptional weather conditions, acts of God or otherwise. Further, all care taken but no responsibility is accepted for the personal belongings, of the guest during their stay at Aloita Resort and Spa.

Travel insurance and medi-vac protection is mandatory and common sense particularly for guests taking part in surfing, scuba and other marine activities.

Complaints

If the guest considers that he/she has cause for complaint concerning their stay at Aloita Resort and Spa, then the matter should be taken up with the Resort Manager who in turn will notify the Resort Management Company. In such cases, if the Resort Management Company considers the complaint valid, a partial refund may be offered. This will have to be discussed and approved among the various strata of the Resort Management Company and may take several weeks to finalize. No liability shall arise beyond the refund of the monies paid. The Resort Management Company will not entertain claims lodged by the guest upon departure or after return home when it is no longer possible to investigate the complaint effectively.