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Coronavirus assistance

Working together for a better tomorrow

The Aqua Nusa Group are continuously monitoring the development of COVID-19 around the world and the areas where we operate our business. Our number one priority is the well-being, health and safety of our guest and team members. In order to secure just that, we have set-up procedures, plans and routines in place, so that all of our guests can feel safe when staying at or visiting our properties.
 

We understand many people are seeking information regarding the COVID-19 situation that is currently facing our entire community. 

 

Firstly, we want to reassure guests that we have no intention of reducing trade or shutting operations and we will be following the directive of the relevant Indonesian authorities. At this point, we feel confident that this will not become necessary, although we recognise that this could change at any time and our webpage should not be used as the source of information on current government policies or travel restrictions.

 

After seeking information from health bodies as well as from government directive, and looking into the risks and issues associated with the virus, we have identified that the main focus of government is reducing rapid spread with a view to minimising the load on the health system.
 

We understand the virus can be dangerous for some and we are sensitive to the fact that those with existing health issues and the elderly are at greater risk. While it is accepted that the virus cannot be entirely stopped, authorities are seeking to maintain order and confidence so that we can continue with our lives as unaffected as possible. 

 

In order to ensure that we do not put those that are vulnerable at risk, we are implementing the recommended 'simple steps to stop the spread'. While we always have strict hygiene practices and cleaning standards, we have introduced a number of additional measures to further reduce risks and support a safe environment. This includes placing signage and additional sanitising products across our venues and implementing processes to maintain a very low risk environment (communication regarding our restaurant venue approach included below).

 

For these reasons, we feel very confident that our operations will not be affected by imposed policies, or government intervention. We will ensure we maintain the highest hygiene standards within our venues and we ask that you consider making necessary arrangements for elderly and anyone with existing health conditions.

Essentially, we will be responding to any government requirements as they are released. We will not be cancelling any bookings and our venues are operating as usual (with extra precautionary measures). At this stage, we are embracing a slightly modified version of 'business as usual' and ideally do not anticipate any change to this. 

The Indonesian government has implemented various border restrictions and the process to obtain a visa has been altered to prevent additional external cases of COVID-19 being brought into the country. Indonesia is requiring guests carry out a health check in their home country and apply for a visa to travel to Indonesia from their home country before travelling to Indonesia. This mechanism is designed to protect the Indonesian borders and ensure foreigners do not bring further cases of Coronavirus into Indonesia. It is not unusual for the process for visa applications to Indonesia to change according to government policy and this has happened many times over the years. We do advise that guests speak with their local Indonesian embassy on how to apply for a visa with these added border protections in place. Foreign guests should seek advice from their local Indonesian embassy on how to obtain a visa in advance of their departure to Indonesia. 

At the Aqua Nusa Group, we follow the guidelines of Indonesian health authorities and act according to our set-up routines and procedures in the event of a case of COVID-19 at our properties. Our team members are trained to handle situations that may occur at our properties and we have confidence in their abilities.

Q. What do we do at our properties for securing the safety of our guests

A. At our properties, hygiene and cleanliness are always prioritised. We are also emphasising the importance of good hand hygiene based on recommendations from local health authorities. We have strict hand hygiene policies for our team members before eating or preparing food and after using the bathroom. We also encourage guests to frequently wash their hands with soap and warm water.
 

  • We follow the guidelines and recommendations of local authorities

  • All  staff have been provided with information about COVID-19 and management instructions

  • Increased focus on hand hygiene on all of our hotels

  • Increased cleaning and hygiene protocols

  • Regular disinfection of exposed surfaces such as door handles and bench tops with anti-bacterial liquids

  • Offer disinfectant dispensers in public areas to our guests

  • Observance of the procedures for dealing with colleagues who are ill

Q. I Think my travel plans will be disrupted and I cannot it make it to your hotel. 
A. We understand the need to be flexible with the Coronavirus which has taken many people by surprise. 

 

Each hotel and travel agent has its own policy and procedure for handling these situations, and guests have made bookings with a variety of flexibility and cancellation terms and conditions, as well as had the choice whether to take out travel insurance and what travel insurance policy to choose. First of all, as the situation is dynamic we are asking guests not to request credits or changes to accommodation dates more than 45-days out from bookings as circumstances are changing constantly.
 

In the event your trip is disrupted by the Coronavirus, we kindly ask you to follow these steps so we can protect you financially:

Step 1) Please provide us with written (email) notice as soon as you know you cannot travel. If you know already that you will not be travelling then please confirm this with us via the relevant email address below:

For bookings at Ohana's boutique resort the email to use is: bookings@ohanas.co
For bookings at Aqua Nusa villas the email to use is: bookings@aquanusa.com

 

Step 2) Submit a claim with your travel insurance provider where your plans have been disrupted. 

 

This is precisely what travel insurance is for and if you are seeking a cash refund, this is the way to go about it by approaching your insurance provider. We always advise all of our guests to carefully select their travel insurance policy, and what risks or unforeseen events they want to protect themselves against including being explicit about this in our terms & conditions and frequently ask questions pages which all guests are referred to when making a booking with us.

There are a range of types of travel insurance that guests have the option of taking out to protect themselves and like all insurance, the coverage depends on the quality (and often price) of the plan which is a choice everyone has to make when travelling and deciding what unforeseen events they may want to protect themselves against. Many insurance companies are covering the Coronavirus and it is your obligation to have taken out travel insurance, and to take the matter up with the insurance provider in the first instance before requesting a credit note under our special Coronavirus Guarantee.

 

The confirmation emails you were sent with your booking details and bank statement indicating you have paid for your booking is sufficient for most travel insurance providers. Please search through your emails and provide this documentation to your insurance provider. You can find your booking terms and conditions on the booking confirmation or on our website terms and conditions page. If you require additional documentation from us to support your insurance claim then please let us know via email with what additional material your insurance provider is requesting. 

 

Q. I have heard travel insurance does not cover pandemics or Covid-19
A. This is not true. Unfortunately there is a lot of misinformation out there and the multi-billion dollar insurance companies are trying to push the buck onto the tourism providers, rather than honouring their travel insurance policies. It is always standard practice for insurance companies to encourage guests to try to ask a tourism provider for a refund or credit, as the insurance company does not want to pay out.

If your travel insurance company is not honouring your travel insurance policy, and hiding behind a pandemic clause, we compel our guests to press these multi-billion dollar companies to honour the travel insurance policy and do the right thing by their clients who took out travel insurance in good faith. 

Here is a short list of more than 25 travel insurance providers with policies that cover pandemics, including Covid-19, and who are honouring their travel insurance policy and claims resulting from disruption caused by Covid-19. We are sure there are many more insurance companies who are also covering Covid-19:
 

AIG (AIG)

American Express (Chubb)

Apia (AAI)

Budget Direct (Auto & General)

Bupa (CGU)

CGU (CGU)

Columbus Direct (Lloyds)

GIO (AAI)

Go Insurance (Lloyds)

Good2Go (AIG)

HBF (CGU)

ING (Auto & General)

Insure4less (Berkshire Hathaway)

InsureandGo (Mitsui Sumitomo)

Jetstar (AIG)

Ozicare (Auto & General)

People's Choice Credit Union (CGU)

RACV (Tokio Marine)

Suncorp (AAI)

Tick Travel (Mitsui Sumitomo)

Tilda (Lloyds)

Travel Insurance Direct (XL Insurance)

Travel Insuranz (Berkshire Hathaway)

Travel with Jane (Lloyds)

Travel with Kit (Lloyds)

World Nomads (XL Insurance)

Q. My travel insurance company is not covering the disruption to my travels. Can you help?

A. We have put in place a special Coronavirus Guarantee to assist guests who have travel insurance, but in instances where the insurance provider is not covering them. We want to offer these guests the opportunity to not lose their booking and reschedule their plans for a later date, despite what the booking terms may have been for the booking.

 

If you have travel insurance, though your travel insurance policy does not protect you, please supply us the formal letter of rejection you receive from your travel insurance company, and we will convert your booking to a credit note which allows you to rebook the same property (subject to availability, or a similar property within our portfolio should that property not be available) during the following dates which extend all the way out until 2023!

 

1 November 2020 - 15 December 2020

15 January 2021 - 31 March 2021

1 November 2021 - 15 December 2021

15 January 2022 - 31 March 2022
1 November 2022 - 15 December 2022

15 January 2023 - 31 March 2023

1 November 2023 - 15 December 2023

For bookings at Ohana's boutique resort the email to use is: bookings@ohanas.co
For bookings at Aqua Nusa villas the email to use is: bookings@aquanusa.com

Unfortunately, if you have not taken out travel insurance, then we cannot implement our Coronavirus Guarantee. We are also not in a position to offer cash refunds for bookings unless your booking terms and conditions were flexible and allow for this. 

 

We appreciate our guests understanding that we are trying to balance the inconvenience caused from delayed travel with the livelihood of our local staff and the local community to ensure we are here for you to enjoy in the future. We will honour the terms of your booking and our goal is to provide a solution that balances the livelihood of our local staff, suppliers and their collective families with ensuring our guests can enjoy the property that they booked, albeit at a later date.

 

Our honour to our guests is to provide them (even those with non-refundable, non-flexible bookings, who did not take out the correct insurance policy to cover them) with a credit and a range of dates to choose from extending out to 2023 so they can stay at a later time if their plans were disrupted. We wish to assure you that you'll not be out of pocket so long as you took the steps to protect yourself in the first instance of obtaining some type of travel insurance! We know you are looking forward to coming to Bali & Nusa Lembongan, so if your plans need to change, we understand completely and we will look forward to seeing you in the future :)
 

Once we receive your formal confirmation at least 21-days prior to your travel that you will not be travelling, we will re-open your room. We will try to advertise your room at a heavily discounted rate.

 

So long as we are notified as soon as you know you will not be able to travel and we subsequently receive a formal rejection from the travel insurance provider on the travel insurance claim, we will provide our Coronavirus Guarantee.

Your advance notice allows us to attempt to secure an alternate last minute booking, which whilst unlikely in the current climate and at heavily reduced rates, will be used to subsidise our Coronavirus Guarantee to support our guests. We all need to work together in these times including guests providing us with reasonable notice so we can provide reciprocate with a guarantee should plans be disrupted.


Why are you offering a credit note and not a cash refund?

Transparency is important to us and we want our guests to understand the situation for all stakeholders. We appreciate this is a challenging time for many, no-one asked for this situation, and no-one wants their plans to be disrupted.

Of course we want to offer our guests as much flexibility as possible, though unfortunately, we are not in a position to provide cash refunds for non-refundable bookings or cash refunds outside of the terms of your booking. It is not because we do not want to do this and we are doing our best to be accommodating by providing our Coronavirus Guarantee, but the financial burden of refunding guests who chose a non-refundable booking is not possible. All travellers have the choice to take out travel insurance or not, and what policy to take out. We are not an insurance company and we cannot be expected to wear the risk of underwriting our guests travel disruptions regardless of reason. We also have a range of accommodation options and booking options with different rates and different levels of flexibility to help protect guests against the unforeseen. We make our business decisions, including to pay our staff and suppliers based on the bookings made by our guests and the booking terms made by our guests. Ultimately we are honouring the terms that all bookings were made on and going beyond this with our Coronavirus Guarantee to provide guests who chose non-refundable, non-flexible bookings to stay with us at a later date.

Travel in Indonesia and third world countries carries risk at the best of times. We always advise our guests to take out sound travel insurance policies and this is explicit in many of our communications and in our terms and conditions and frequently asked questions pages which we refer all guests to read when making bookings. It is then up to our guests to choose what insurance policy they feel is appropriate to their circumstances to cover them against whatever it is that they perceive to be risks they wish to protect against - including events such as pandemics or where travel is not possible due to government policy. 

 

To refund guests with non-refundable bookings (for any reason) would send the business bankrupt and lead to hundreds of staff, suppliers and their collective families lives being ruined with no support. Third world countries do not have the same government support and relief packages available for its people or businesses - there will be no bailouts or meaningful relief packages or subsidies - and the locals do not have access to government welfare such as is normal in first world countries - we are doing our best to be leaders in the local community and provide some support to our local community in these times.

 

​We recognise that depending on their financial position, as well as ability to obtain government support, relief or bail-outs, many large airlines, hotel and tour operators are offering full refunds, whilst others are offering credit notes, and some are offering no flexibility, no refunds or no credit notes. 

 

We are a small family-owned and operated business in a third world country, our company and our staff do not receive the government support initiatives that many large airlines, hotel groups or tourism providers are being propped up by. Our staff also do not have access to the government support people living in first world countries have access to. For many of our staff the only support they will receive is through businesses such as ours trying to help them in these challenging time. We recognise the need to balance the interests of all stakeholders, including our guests as well as our staff, their families, the local community and our operations as best as possible so that everyone can survive for a better tomorrow.

In light of the above, we have tried to find a middle ground that balances the interests of all stakeholders through our Coronavirus Guarantee program. Regardless of whether you have booked a flexible rate or not, we want our guests to be able to enjoy our property, and our staff want to be able to provide you with their warm hospitality, albeit perhaps not at the original time you had planned. This means that assuming you had the intention to protect yourself from the unforeseen and took a travel insurance policy, and have had your formal travel insurance claim rejected, we will provide you with a credit to stay with us within the dates mentioned above under our Coronavirus Guarantee program.

 

We wish to share these protocols with you today to give you confidence that we have a procedure in place if your travel plans are interrupted.

 

We understand that the situation is not ideal for anyone, no-one wanted this situation, though we are doing our best to provide as much flexibility to our guests as is financially possible whilst also doing our best to be positive corporate citizens and support the local communities that we operate in who are doing it really tough. Travel and exploring the world is about bringing people together, it develops compassion and empathy for others. We appreciate you for your understanding the position of local communities in third world countries and for your participation in doing your part to help less fortunate communities - we are sure they are grateful and will be ready to welcome you with the hospitality and big smiles that the Balinese community is so well known for!

From our family to yours, we wish you the best of health in these uncertain times and we cannot wait to have you stay with us in the future.

Coronavirus (Covid-19) assistance

& WhatsApp +62 811 3960 0787

©2020 Ohana's by AQUA NUSA

Desa Jungut Batu, Nusa Lembongan, 80772 Indonesia. 

For detailed terms and conditions please see our terms and conditions as well as our frequently asked questions.

All quoted prices are subject to up to 21% government tax and service charge. Visa and Mastercard will incur additional 3.5% processing fee.

All information and promotions on website are for indicative purposes only, may change without notice and may vary from what is offered in-house.