FAQ

Wondering how to book one of the many beautiful Bali villas on our website? Here are the most common questions from our past 88,000 customers.

BOOKING A VILLA

I have questions about the villa, can I speak to someone before I decide to book?

Yes, absolutely, we encourage it! Our team is always happy to answer any questions and to help with holiday planning. We are contactable via phone, email, and WhatsApp. Get in touch here.

I don’t know if this villa is suitable for my small children, how can you help?

Every child is different :) we’re happy to discuss and help you decide. So just send us a message or give us a call, and we will tell you everything abut the property to help you decide if it is suitable for your family. Additionally, subject to availability, our Concierge Team can help prepare your villa with pool fences, spare beds, baby cots, toys, and anything you might need for your holiday.

What is your happiness guarantee?

Villa Finder's "Happiness Guarantee" is our way of assuring guests who book with us that they can expect the best possible, happy holiday experience. We've been doing this for a while, and we know planning a holiday can be a lot of work, especially when traveling in a group! Most importantly if travel plans go awry, it's frustrating having no one to turn to. We are the one to call when the need arises and to always have a solution ready for all holiday-related issues, big and small.

PAYMENT

What payment methods do you accept?

We accept all major credit cards and bank transfers to our local bank accounts (Australia, Canada, Germany, Hong Kong, India, Indonesia, Japan, New Zealand, Singapore, and the UK). Non-USD payments are subject to our bank’s exchange rate at the time and date of the payment. We also accept the following cryptocurrencies; BTC, ETH, USDT, and USDC.

How do I confirm my booking?

All booking confirmations are handled by our Travel Consultant team who will be in contact from the time you inquire about booking a villa. Once you are ready to book, instructions on how to secure your booking via our payment modes will be sent to your email.

I’m not ready to book but I’m interested in a villa. Am I able to put a hold on the villa?

Yes, you can place a hold on a villa for free! There are no credit card details required and this option gives you 2 days to decide. Simply request the villa you are interested in by filling in the details that can be found on the page of your chosen villa. Once you provide us with your name, contact details, and travel dates, a confirmation email will be sent to your inbox. Our Travel Consultant contact details are included should you have questions about your villa, booking details, or need more information on your destination.

Do you charge a service fee?

There are no hidden charges and we do not charge you a service fee. Because we work directly with villa owners to bring you to their villa(s), we charge villa owners a service fee for listing on Villa Finder and for handling all successful bookings. This means no booking fees for you! We strive for all the information on Villa Finder to be honest and transparent.

What is included in the price of my rental? Do I have to pay more hidden fees or taxes?

We always display prices inclusive of all the fees we should legally include. Unlike other booking platforms, there is no additional cleaning fee. Our team can always double-check on your behalf, just get in touch :)

What are your payment terms?

Typically, a deposit of 50% of the total price is required to secure the booking of your holiday rental. Some properties may have different payment policies, more details will be available on the payment page. We are always open to discussing different payment terms, just reach out.

What is your cancellation policy?

We follow the cancellation rules set by the property owner. Many of them use a non-refundable booking policy. When we have negotiated a more favourable policy, it will be stated on the villa page. And of course, should you be forced to cancel your booking, we will do our best to discuss with the property owner. All refunds and/or any changes are subject to an administration fee of USD200.

ABOUT US

Who is Villa Finder?

Villa Finder is a specialist villa rental agency. We select only the best villas that we ourselves would like to stay in. Since 2012, our team of experts has helped travelers from around the world book their dream villas in far-flung destinations, arranging everything from airport transfers, and family-friendly holiday activities, to planning special events in a villa. You can read more here.

What makes Villa Finder different from other accommodation rentals?

We don’t just promise excellent villa standards which you can read more about under “How do you select your villas?”, our guests can also expect world-class customer service. Our team goes out of their way to arrange holidays that are personalised and unique to your needs, and we do this at no added charge!

How do you select your villas?

There are holiday rentals that look great in photos, but not at all in real life. True to our name, our Villa Finder team is charged with searching our destinations for the best villas. Every property is personally checked, with only the best ones shortlisted and added to our villa collections. Our high standards and expectations of quality mean villas have to be well-maintained and strategically located. We reject 1 in every 2 villas that approach us. This means our team frequently hops around the globe conducting countless villa inspections, it’s a tough job, but someone has to do it..

How do you guarantee the quality?

We have a strict checklist of standards to evaluate a villa. We only select those that are ensured to be well-maintained and are located at prime locations (no noisy constructions next door). We also conduct spot checks on properties and are in regular contact with the villa owners and/or property management companies.

How can you guarantee the best price?

Since we work directly with the villa owners, our partnership allows us to offer competitive, transparent prices. If you happen to find the rates listed for the villas on our website cheaper elsewhere, let us know and we will refund the difference!

How do I know that you are trustworthy?

We are an award-winning business with registered offices in Singapore and Bali and have been featured in The Straits Times, The Australian, and Nine Australia. We have worked alongside Mastercard, UOB, Maybank, and OCBC, as well as airlines like Emirates, and Air France. We hold a license with the Singapore Tourism Board. You can check out our reviews on Trustpilot and Google. You can also find our press mentions here.

Do you really plant a tree for every booking made on the website?

We have committed to planting a tree for every booking made through our website. Our green-thumbs have planted over 15,000 trees so far, and we give back to the communities we are located in by financing businesses through microloans with Kiva.

Are you part of a larger group?

No. Villa Finder is proudly 100% bootstrapped.

STAYING AT A VILLA

How do I find the villa? Is airport transfer included?

We will send you the villa address as well as the contact of the villa manager. You can opt to go there yourself or we can help you arrange airport pick-up. Our local chauffeurs know the area best, so you need not to worry! We strongly recommend you use our airport transfer service in some destinations, to ensure you arrive at the villa without any hassle and have a smooth start to your holiday..

Who will be there at the time of check-in?

Typically the villa manager will be present upon your arrival, perhaps alongside a friendly and welcoming housekeeping staff to show you around the property.

Who will be there during the stay? What service will I get?

All villas listed provide housekeeping staff and maintenance services. Our Concierge Team is always available to help!

Is my breakfast included?

It depends on the villa. Some offer complimentary breakfast - either on the first day or throughout your stay - while others do not. Services are tailored specifically to the villa, we suggest you visit their respective pages to get a more comprehensive list, or ask us!

CONCIERGE

What if I want to arrange activities during my stay? What do you recommend I do?

This is where we shine! You can find inspiration for your island travels on our travel blogs. On top of that, we have our Concierge Team and Destination Experts who are also happy to advise and provide you with some insider tips. Some of our most popular concierge requests include airport transfers, birthday decorations, and private chefs.

What if I need help during my stay? What if something breaks down? Do you have a team on the ground?

We will be there to assist you. Contact us anytime, any day about any problems you face. Whether online or in person, our Travel Consultants and Concierge Team will help you during your booking process and even throughout your stay - you are well taken care of.

WORKING WITH VILLA FINDER

I own a villa, how can I list it with Villa Finder?

We are happy to consider your property. Please contact our Contracting Team and a representative will follow up by arranging a property inspection.

I am a travel agent, can I book one of your villas for my client?

We do sometimes work with travel agents, you can contact us here.

I love to travel, can I work with you?

Our latest job openings will be listed on LinkedIn and Jobstreet.

Call us now
Bali Villa Finder - Singapore
62B South Bridge Road
Singapore 058692
P: +65 3105 1190
Bali Villa Finder - Indonesia
Jl. Dewi Sri No.14.
Kuta, Kabupaten Badung, Bali 80361, Indonesia
P: +62 21 50890816
Australia
+61 2 9191 7419
France
+33 1 7890 0496
Germany
+49 40 83509075
Indonesia
+62 21 50890816
Hong Kong
+852 5803 5658
Netherlands
+31 2 0532 2441
New Zealand
+64 9801 8597
Singapore
+65 3105 1190
Thailand
+66 77 950 412
USA
+1 415 851 9111
United Kingdom
+44 2 033 933 883
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