We understand that plans change. This page explains our cancellation and refund policy for all bookings made directly through rossagardenbali.com or by WhatsApp and email.

For bookings made through third-party platforms (Booking.com, Expedia, Agoda), the cancellation policy of that platform applies. Please refer to your booking confirmation.

Deposit

A deposit of 50% of the total booking value is required to confirm your reservation. The remaining 50% is payable upon arrival at check-in.

Standard cancellation policy

7 days or more before arrival

If you cancel 7 or more days before your scheduled arrival date, the first night of your stay will be charged. The remainder of your deposit will be refunded.

3 to 6 days before arrival

If you cancel between 3 and 6 days before your scheduled arrival date, the first night of your stay will be charged. The remainder of your deposit will be refunded.

Within 1 day of arrival (24 hours)

If you cancel within 1 day (24 hours) of your scheduled arrival date, the deposit is non-refundable and will be retained in full.

No-show

In case of a no-show without prior notice, the deposit is non-refundable and will be retained in full.

No additional charge beyond the deposit will be made in the event of late cancellation or no-show.

Packages

For package bookings (Stay & Dine, Romantic Garden Suite, Slow Bali Retreat, East Bali Escape, Stay 2 Nights, and Garden Stay), the following policy applies:

• Cancellation 14 or more days before arrival: the first night of the package will be charged. The remainder of the deposit will be refunded.
• No-show: the deposit is non-refundable and will be retained in full.

Long-stay bookings (14 nights or more)

For stays of 14 nights or more, the following policy applies:

• Cancellation 7 or more days before arrival: 100% of the total booking value will be charged.
• No-show: the deposit is non-refundable and will be retained in full.

Compassionate cancellations

We understand that some situations are beyond your control. In the following circumstances, we will waive or reduce cancellation charges where supporting documentation is provided:

Medical emergency

If you or an immediate family member experiences a serious medical emergency, no cancellation fee will be charged when a medical certificate or hospital documentation is provided. If documentation cannot be provided, we will ask that cancellation fees are waived and will review each case individually.

Death within the family

In the event of a bereavement in your immediate family, no cancellation fee will be charged when a death certificate or official documentation is provided. If documentation cannot be provided, we will ask that cancellation fees are waived and will review each case individually.

Flight cancellation

If your inbound flight is cancelled by the airline and you are unable to travel, no cancellation fee will be charged when documentation from the airline is provided. If documentation cannot be provided, we will review your case and ask that fees are waived where possible.

Flight delay

If a significant inbound flight delay causes you to miss your check-in date, no cancellation or no-show fee will be charged when airline documentation of the delay is provided. We will work with you to accommodate your updated arrival time wherever possible.

[NOTE] Compassionate cancellation terms are at the discretion of hotel management and are not automatic. All cases will be reviewed individually. We aim to be as flexible as possible and we recognise that genuine emergencies happen.

How to cancel a booking

To cancel a booking made directly with us:

• Email us at info@rossagardenbali.com with your booking reference and your scheduled arrival date
• Or message us on WhatsApp at +62 812-3731-5727

Cancellations are effective from the date we confirm receipt of your cancellation request in writing.

Refunds

Where a refund is due, it will be processed within 3 days of your check-out date and returned to the original payment method. Your bank or card provider may require additional time to process the return.

Modifications

If you wish to modify your booking (change dates, room type, or number of guests), please contact us as early as possible. Modifications are subject to availability and may result in a price adjustment. Date changes within the no-refund window are treated as a cancellation of the original booking and a new booking.

Circumstances beyond our control

If we are unable to honour your booking due to circumstances outside our reasonable control (fire, natural disaster, government order), we will offer a full refund or, where possible, an alternative date. We strongly recommend purchasing travel insurance that covers cancellation, curtailment, and interruption.

Contact

For questions about your booking or to request a cancellation:

Email: info@rossagardenbali.com

WhatsApp: +62 812-3731-5727

Address: Jalan Pantai Indah, Candidasa, Karangasem 80851, Bali, Indonesia