FAQs

  • To stay safe, please book only through our official channels:

    For questions and inquiries only, you can also reach us via our official TikTok account: @thecollectionvillas or email info@thecollectionvillas.id

    • However, if our official TikTok account includes a link that directs you to our verified OTA pages (such as Tiket.com, Booking.com or Agoda), you may safely make your booking there. For Agoda, you can submit an inquiry through the platform, and our team will assist you directly.

    Any other social media accounts or third-party messages claiming to represent us are not official and may be scams. Always confirm via our official channels before making any payment.

    Beware of Fake Accounts and Scams – For important information on how to book safely and avoid scammers, visit our Anti-Scam FAQs.

    • Villa Herrera & Villa Alessa:

      Check-in at 2:00 PM, check-out at 12:00 PM

    • Villa Camilia:

      Check-in at 2:30 PM, check-out at 12:00 PM

    • Early check-in is possible only if there are no guests staying the night before, and late check-out is possible if no guests are arriving the following day. Both are subject to availability and must be requested at least one day before your stay (D-1).

    • If there are guests on either side of your booking, please respect our standard check-in and check-out times, as our housekeeping team begins cleaning at 12:00 PM sharp to prepare the villa for the next guests.

  • For direct bookings:

    • Villa Alessa & Villa Herrera: payment is made via bank transfer to Bank BCA under the name Sri Mukti Pujiastuti.

    • Villa Camilia: payment is made via bank transfer to Bank BCA under the name Bunga Ghassani.

    Full account details will be provided during your reservation by our admin via our official WhatsApp +62 878 7849 9499.

    Payments made outside these accounts may be fraudulent, and we cannot be held responsible.

    • For direct bookings via WhatsApp, a 50% non-refundable down payment is required to secure your reservation. The remaining 50% must be paid no later than 1 day before check-in.

  • Yes, a security deposit of IDR 500,000 is required.

    • For Villa Camilia, the deposit is payable via QRIS upon arrival and will be facilitated by our villa staff.

    • For Villa Herrera and Villa Alessa, the deposit is to be paid via bank transfer together with your reservation if you book directly with us.

    The deposit will be fully refunded after check-out within 24 hours, provided no damages, missing items, or excessive mess in the villa.

    If the property is left in a condition that requires extra cleaning, part or all of the deposit may be deducted to cover the additional cleaning costs.

    • Guests who book directly with us may reschedule their stay for free up to 5 days prior to check-in.

    • Cancellations will result in the forfeiture of the 50% down payment.

    • For bookings made through online travel agencies (OTAs), please refer to the cancellation and reschedule policies stated on each respective platform.

    • For complete details, please visit our Reschedule & Cancellation Policy page.

    • Each villa accommodates up to 15 adults.

    • Exceptions can be made for up to 18 guests, including children under 5 years old.

    • To ensure comfort, the number of additional guests is capped at a maximum of 5 people.

    • Additional guests beyond 18 will be charged IDR 100,000 per person per night, excluding extra bed charges (IDR 50,000 per bed per night).

    • Our staff will conduct a headcount during check-in to ensure the total number of guests matches your reservation.

    • If the actual number of guests exceeds the reservation, payment for the additional guets must be made upon check-in via QRIS for Villa Camilia, and bank transfer for Villa Herrera and Alessa, which will be facilitated by our villa staff.

    • All villas feature a private pool, BBQ equipment, karaoke set, playground, fully equipped kitchen, laundry facilities, WiFi, smart TV with Netflix, and 24/7 security with CCTV. Some villas also include a rooftop, heated kids pool, or mini gym depending on the property. Read more on Our Villas page for detailed information.

    • Yes, our highly trained staff perform daily cleaning, including refreshing linens and maintaining the pool. We also provide butler-style assistance to ensure your stay is comfortable and hassle-free.

    • Absolutely! We offer customized decoration packages for birthdays, bridal showers, baby showers, and more. To ensure availability, please contact us in advance. Decoration requests at least 14 days prior, and catering requests 2 days prior. Read more Event & Decoration Policy on House Rules page.

    • Yes, we do! Please contact us at least 2 days before your stay, and we’ll share the contact details of our trusted catering provider. You can then browse the menu and place your order directly with them.

    • All villas are located in Cisarua, Puncak, in prime and easily accessible areas. They are just minutes away from popular attractions such as Taman Safari Indonesia for Villa Alessa and Villa Herrera, and Royal Safari Garden or Cimory Dairyland for Villa Camilia.

    • Yes, each villa offers spacious parking, accessible by cars, SUVs, and minibuses.

    • Unfortunately, pets and alcoholic beverages are not permitted. We also do not accept reservations from non-mahram couples or for parties involving indecent activities.

    • Smoking is only permitted in outdoor areas.

    • Yes! Guests can schedule a villa survey at Villa Camilia, Herrera, or Alessa between 12:30 PM and 1:30 PM for a maximum of 15 minutes. Survey visits are free of charge, but you must contact us in advance to schedule the date so our staff can be informed.

    During the survey, please respect our staff and the property: do not sit on the beds, swim in the pool, move items, or use the toilets. This helps us maintain the villa’s cleanliness and ensure a smooth experience for everyone.

    • Unfortunately, we can’t lock or hold any date without a down payment. Availability is based on a first-come, first-served basis and may change at any time until payment is received.