Ministry of Villas Pte Ltd
61 Robinson Road #07-01
Singapore 068893

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Dear Beautiful Guests,

Selamat pagi and welcome to Bali.

We wish you a very pleasant stay and hope that you enjoy all the comforts that your villa has to offer. We are confident that you will also enjoy the personal service provided by in-villa staff, who we know will take good care of you and do all they can to make your holiday wonderful.

In addition, Ministry of Villas’ concierge team members are on hand to assist you throughout your stay and will be pleased to organise transport for your group as well as arrange anything else that you would like to see or do while visiting Bali.

This letter aims to help you settle in quickly by answering questions you may have about the villa, its services and facilities; as well as link to some general information about Bali and the many attractions that this beautiful island has to offer.

Naturally, we want you to feel relaxed and at home in your villa, so if you have any special requests or experience any problems at all, please don’t hesitate to speak to your villa manager directly or reach out to our team for further assistance.

We remain at your service.

Yours faithfully,

Sara O’Shea
Co-Founder & COO
Ministry of Villas

Villa Staff

In-villa staff are here to take care of daily practicalities at your villa, leaving you free to relax and make the most of your holiday. The formality of your relationship with the staff is entirely up to you and they will happily adapt their roles to match your requirements for privacy and level of service. Some staff may have limited English, so if you have any difficulties communicating, please speak to your villa manager and ask them to interpret your wishes.

Villa Manager

Your villa manager is responsible for the overall operation of the villa and will coordinate the team, as well as assist you during your stay.

Housekeeping

You didn’t think you would be expected to clean while enjoying time off did you? Housekeepers will tidy up the villa, wash up and ensure you don’t lift a finger whilst on holiday with the family.

Butlers

Butlers are on hand everyday to assist with serving during meal times and attend to other requirements throughout your stay.

Chef

The villa’s skilled private chef will happily prepare anything from the Western, Asian, vegetarian and children’s suggestion menus, as well as discuss special requests and dietary requirements. The chef is generally available from breakfast time until dinner is served (approximately 08.00 – 22.00), but flexible/extra hours can be arranged with prior notice.

Gardeners and pool attendants

Gardeners and pool attendants will tend to the villa grounds and swimming pool as discreetly as possible several times a week.

Security

Villa and / or estate security staff ensures that the villa and its grounds are always safe and secure.

Maintenance

The villa has its own maintenance team on call to ensure that everything is always in working order. If you come across anything not functioning properly do let the in-villa manager know and it will be attended to.

Cultural sensitivities

Balinese people are known for being open, tolerant and hospitable, they may not always understand the nuances and eccentricities of other cultures so please be considerate at all times in your dealings with villa staff. Ill-mannered behaviour or disrespect will have a detrimental effect on your relationship with the staff, while extreme poor behaviour could result in expulsion from the villa.

Tipping

Villa staff work hard to ensure your stay is enjoyable, and although villa rates include a standard service charge, you may wish to show your personal appreciation by giving staff an additional gratuity. The amount is entirely at your discretion and we recommend you pass any gratuity to your villa manager who will distribute the money equally amongst all of the staff, many of whom you may not ordinarily come into contact with.

Arrival and departure

We hope that you will feel completely at home as soon as you arrive at your villa. Unlike hotel registration and check-in, arrival formalities are minimal. However, unless you have already arranged it prior to your arrival, a security deposit may be requested as security against any damages beyond normal wear and tear.

On departure, please ensure you empty any safety deposit boxes and allow sufficient time to attend to any outstanding bills.

The villa policy is for all food and beverage costs to be covered by guests in advance, with a cash float provided to your villa manager as required (see Dining), it is expected that there will be little or no costs outstanding at the end of your stay. Payment is by cash only.

Dining

Villa services and facilities

Your villa features a fully equipped kitchen and we invite you to sit back, relax and enjoy some delicious meals prepared by your own private chef and his / her staff.

While in-villa kitchen team are excellent, they don’t have the capacity of a hotel or restaurant, so dishes are generally selected from the villa’s set and a la carte menus and served ‘family style’, where everyone shares dishes, as opposed to ordering individually.

All Thai dishes can be cooked to taste – spicy, medium or non-spicy – just specify your preferences to the chef when ordering. Food intolerances, special diets and children’s meals can all be catered for. Set menus are priced to include service, while a la carte items and beverages are charged at cost price plus a fixed surcharge. To allow the staff time to shop for and prepare your meals, please give the kitchen 24 hours notice – ordering the next day’s meals at breakfast time is ideal.
Your villa operates its food and beverage service on a cash basis. Staff will request a float/deposit when you arrive to cover all your in-villa food and drinks, and ask for top-ups when necessary. Receipts will be kept and presented either on a daily or end-of-stay basis, whichever you prefer. As a general rule, an initial float of between 5,000 and 30,000 baht (approx. US$150 – 850) is recommended, depending on the size of your group and length of stay.
Beverages

Please discuss beverage requirements with your villa manager who will either purchase the items on your behalf or, if you prefer, accompany you to one of the island’s wine stores where you can make your own selection. Please note that, due to import taxes, wine and some spirits in Thailand can be expensive. It is also worth noting that national liquor laws prohibit shops from selling alcohol between midnight and 11.00 and between 14.00 and 17.00.

Water

Tap water in Bali is not suitable for drinking. Bottled water is either provided on a complimentary basis at the villa or can be purchased on your behalf by the staff.

Transport

Car and Driver

We don’t recommend self-drive in Bali (car or motorbike). Driving is erratic and roads are often crowded and difficult to navigate. Therefore, the services of an experienced driver are invaluable if you wish to explore the island and visit its many attractions. Please talk to your villa manager or Ministry of Villas’ concierge team if you wish to organise the services of a car and driver during your stay.

Taxis

Your villa manager will be pleased to assist should you wish to order a taxi pick-up from the villa.

Communications

The following communications facilities are available at your villa. Emergency and useful telephone numbers can be found at the bottom of this letter.

Telephone

Mobile phone coverage in Bali is generally good. If you tend to use your mobile phone a lot whilst on holiday, it is worth considering purchasing a local pre-paid rechargeable SIM card for making and receiving local and international calls at much lower rates; your villa manager can easily obtain these for you, upon request. Please ask your villa manager about charges for incoming and outgoing calls from the villa telephone.

Internet

Those used to high-speed Internet may find Bali’s slower connectivity speeds a little frustrating. Your favourite apps may struggle and downloading files may take a significantly longer length of time. Whilst patience is a virtue, if you are unable to connect to the internet at all, please notify the villa manager and she will do what she can to resolve.

Families

Most villas are well-equipped for babies and children, and specific information about what is available at your villa or via a reputable rental company can be found on our website. If, on arrival, you find that you require any other items of children’s equipment, please talk to your villa manager or Ministry of Villas’ concierge team, who will be happy to help source them for you.

Children’s meals

Although the villa’s equipped kitchen enables you to prepare food for fussy eaters or babies yourself should you prefer, the chef and the kitchen team are familiar with all the usual children’s favourites and will happily cater for them as part of their service. If children’s mealtimes differ from those of the adults, just let the kitchen staff know your schedule and they will take care of it.

Babysitting

Babysitters can be arranged with notice (typically a day in advance), giving you the flexibility and freedom to do your own exploring beyond the villa grounds.
The minimum booking period is for three hours of care, and charges range depending on time and location. Please speak with your villa manager or Ministry of Villas’ concierge team about your specific requirements and to confirm current rates.

Entertainment

Most villas feature the following entertainment facilities, and other items (e.g. electronic games consoles and karaoke machines) can be hired on request, with advance notice. If you need any help operating the equipment the staff will be happy to assist. We also ask that you be considerate of your neighbours when watching movies or listening to music, and keep sound levels at reasonable volumes, particularly at night.
✓ Satellite channel TV
✓ DVD player
✓ iPod/iPhone dock
✓ DVD library
✓ Book library

Swimming pool

The swimming pool is available for your use 24 hours a day, but since there are no lifeguards on duty at the villa please take care when swimming and ensure that children are supervised at all times. Particular care should be taken around the pool terrace as it can be very slippery when wet. Pool towels are provided and can also be used when going to the beach.

Laundry and dry cleaning

Guest laundry and dry cleaning is done off-site and will incur a small extra charge. Please ensure that you relay any special instructions as to the care of your garments directly to the villa manager, particularly if they are made of silk or other delicate fabrics (it is recommended not to have delicate or valuable items washed in Bali as equipment and/or training may not be appropriate). Ensure the staff are aware of what you would like laundered, what you would like dry cleaned, and make a note of what is sent for cleaning to avoid any misunderstandings.

Electricity

Electricity in Phuket operates at 220V/50Hz and most outlets will accommodate two- or three-prong plugs, both flat (US-style) and round (European and Asian-style) pin. If you need an adaptor, please ask the villa staff. Travel adaptors are also readily available in the shops.

Unfortunately, power outages do occur in Phuket where demand sometimes exceeds supply. The problem is national, and not just at your villa. Power surges are also quite common, so do take precautions with delicate electrical equipment and do not leave switched on unless necessary.

Some of our villas are equipped with a back-up generator, which will automatically switch on when the power drops. In order to minimise the stress on the generator, the staff may switch off some machines/lights that require a lot of electricity. Should the generator not automatically start, please alert one of our staff who will investigate the problem and restore service as soon as possible.

Energy conservation

All rooms have individual air conditioners. During the daytime, when rooms are not being occupied, staff will switch off the air conditioning and open bedroom doors to air the rooms. In the interests of environmental conservation, we ask guests to close doors and windows when air conditioning is on and to switch it off when you leave the room. We recommend setting the air conditioner to 22 or 23 degrees centigrade for maximum comfort at night.

With the same interests in mind, we would kindly request that you are considerate in your re-use of towels and also in your water consumption. Linens are changed every two or three days, or as deemed necessary. If more frequent changes are required, there may be extra charges. Towels will be replaced when they are placed in the towel basket.

Safety deposit boxes

Bali is generally very safe, but as a note of caution, and to prevent temptation, we recommend you always to be mindful of your belongings. Whilst we make every effort to safeguard your possessions at the villa, our insurance does not cover your personal effects. Nor is the villa liable for personal injury.
Safety deposit boxes are provided in the villa and we strongly recommend you keep your airline tickets, passports and money plus mobile phones, laptops, cameras and other valuable items in the safe, for your own peace of mind.

Your villa offers ample opportunity to unwind and relax in total privacy. Many have their own spa rooms, or special areas designated for pampering and relaxation. So, if a body scrub, massage or other rejuvenating treatment takes your fancy, just ask our staff to bring the spa to you! We have personally handpicked the best therapists on the island to relax and revitalise you. Please give us as much notice as possible so as to avoid disappointment, and we will arrange everything for you.

Events

Small parties can be held at your villa but larger, formal events are not permitted without prior consent. Typically up to one and a half times the normal villa capacity can be catered for by the villa staff without being considered a formal event. Extra charges will apply if additional waiting and kitchen staff are required. If you would like to hold a small party, barbecue or special dinner at the villa, please discuss your requirements with your villa manager, giving as much notice as possible.

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Our aim is for you to enjoy your villa to the maximum, and for villa owners to keep house rules to a minimum. We would, however, be grateful if you could adhere to the following requests in the interests of your own enjoyment and that of future villa guests. Thank you!

Drugs

Drugs are not tolerated in any of our villas. Penalties for illegal drug use are severe in Indonesia and the authorities pursue drug enforcement vigorously. Any guests found with illegal substances will be asked to vacate the villa immediately.

Fire

It is strictly forbidden to bring fire lanterns, fire torches or flammable items into the villa or its grounds. Fire extinguishers are located around the property.

Pets

Pets are not allowed in the villa or its grounds without prior consent.

Smoking

There is a strict no smoking policy inside all of our villas, however you are welcome to smoke in outside areas.

Telephone

COUNTRY CODES

Indonesia country code:
Bali area code:

EMERGENCY CONTACTS

Police
Fire
Bangkok Phuket Hospital
Tourist Police
Marine Police

MINISTRY OF VILLAS

Australia +61 (07) 3103 3139
Hong Kong +852 8179 9833
Indonesia +62 851 0215 1128
New Zealand +64 03 669 3965
United Kingdom +44 020 3289 3913
United States +1 (917) 675-3339