Frequently asked questions

Your booking is confirmed the moment your payment clears, not when you submit the form. We send a confirmation to the email address you gave at booking. Until payment clears your dates are only held, for 15 minutes. If payment is not completed in that time, the hold is released and the dates go back on sale.

You pay PT Sari Destinasi Desa (Sidemen Retreats), which operates this booking service and is the merchant of record for the payment. We pass the money to Mountain Bamboo House under our agreement with them. Your payment contract is with us, which is why refunds and payment questions come to us rather than to the property.

Card, bank transfer by virtual account, or e-wallet, whichever of these our licensed payment provider offers you at checkout. Prices are displayed and charged in Indonesian Rupiah.

Your card details are entered on our licensed payment provider's own secure page. Neither Sidemen Retreats nor Mountain Bamboo House ever sees or stores them.

No. All bookings are non-refundable. If you cancel, for any reason and at any time, or if you simply do not arrive, you are not entitled to a refund of any part of what you paid. That includes illness, travel disruption, and visa or transport problems. For this reason we strongly recommend travel insurance that covers cancellation.

When the accommodation cannot be provided: the place is unfit to occupy, an emergency or force majeure event prevents the stay, the dates turn out to be double-booked, or the booking is cancelled for a reason that is not down to you. In those cases you receive the full amount back, covering the stay and any extras, never a part refund. We or the property may first offer you somewhere equivalent or better for the same dates, but you are free to take the refund instead.

We start the refund within 5 business days of the cancellation being confirmed, back to the card or account you paid from. How long it then takes to appear is determined by your bank or card issuer. If your card was charged in another currency, the amount you receive may differ slightly because of the exchange rate and your own bank's charges.

You can ask Mountain Bamboo House, and they may agree if the new dates are free, but they are not obliged to. They arrange the change with you directly, and if the new dates cost more you pay the difference to them on arrival. Nothing further is charged or reversed through us. If they decline, the booking stands and remains non-refundable.

Everything payable at the time of booking: the accommodation for your dates and any additional services you selected. Anything you order once you are there, along with damage or local levies the property collects, is settled directly with Mountain Bamboo House.

Anything about the stay itself, such as check-in, the room, or services on site, goes to Mountain Bamboo House directly. Anything about the booking, the payment or a refund comes to us at [email protected]. We acknowledge within 2 business days.

Please contact us first at [email protected]. It is faster, and we can settle most things directly. Raising a chargeback with your card issuer over a booking that is non-refundable does not create a right to a refund, and we would respond to your issuer with the booking record and the terms you accepted at checkout.