Frequently
— Asked Questions
Welcome to The Island Houses. We hope the information below answers the most common questions about your stay.
Each of our houses has its own Guest Information Guide, which you will find upon arrival. It includes useful information about your house, local recommendations, nearby restaurants and cafés, activities, emergency contacts, and everything you need to make the most of your stay.
If you cannot find the answer you are looking for, our reservations team will always be happy to assist!
How can I find the house?
Once your booking is confirmed, our reservations team will send you detailed arrival information and the location pin.
Seminyak, Bali
You can head directly to the house using the directions provided. Private parking is available.
Gili Meno, Lombok
A member of our team will meet you at Gili Meno Harbour upon arrival on your designated fast boat, escort you to the house, and assist with your luggage. Please note that weather and ocean conditions may occasionally affect fast boat schedules.
Impossible House, Bali
Our staff will meet you at the designated parking area, assist you with your luggage, and guide you along the short walking path to the house.
As the house is accessed on foot, the walk may be less suitable for very young children, elderly guests, or anyone with limited mobility.
Is breakfast included?
Breakfast is included at our Gili Meno houses and Impossible House.
Breakfast is not included at our Seminyak houses.
However, breakfast, meals and drinks can be ordered directly from our room service menu provided by Cafe Bali.
Check-in & Check-out
Seminyak
Check-in: From 2:00 PM
Check-out: By 11:00 AM
Impossible & Gili Meno
Check-in: From 3:00 PM
Check-out: By 11:00 AM
If you require an early check-in or a late check-out, please let us know in advance. We will always do our best to accommodate your request, subject to availability. Late check-out may be possible if there is no arrival scheduled on the same day.
Housekeeping
Housekeeping is provided daily. Our team will usually clean the house while you are out enjoying your day to ensure your stay remains as comfortable as possible.
Parking
Seminyak, Bali
Private parking is available.
Impossible House, Bali
Parking is available at the designated parking area. Our staff will gladly assist with your luggage.
Gili Meno, Lombok
As there are no cars or motorbikes on the island, parking is not required.
Air Conditioning
All bedrooms in our Seminyak and Gili Meno houses are air conditioned, with the exception of one bedroom in our Canggu House.
Impossible House does not have air conditioning. Instead, it is naturally cooled by the ocean breeze and ceiling fans, allowing you to fully enjoy its unique tropical setting.
Baby Cots
Baby cots are available only in Seminyak and Gili Meno.
Please let us know before your arrival if you would like us to prepare one for your stay.
Luggage Storage
If you arrive before check-in or would like to explore after check-out, we will be happy to store your luggage whenever possible.
Additional Services
We are happy to recommend trusted local providers for services such as:
• Airport transfers
• Fast boat transfers
• Scooter rental
• Car and driver
• Massages
• Babysitting
• Surf lessons
• Private chefs (where available)
• Other local experiences
To give you the best chance of securing availability, we kindly ask that you let us know in advance whenever possible.
Please note that these services are provided by independent local businesses. Any bookings, payments and arrangements are made directly with the service provider.
Payments
Accommodation
Any outstanding accommodation balance can be paid securely through our reservations team using our online payment link.
Payments are accepted in:
• Indonesian Rupiah (IDR)
• US Dollars (USD)
• Euros (EUR)
• Australian Dollars (AUD)
If paying in cash, payment should only be made directly to the manager, never to house staff.
Additional Services
Services provided by third-party businesses, such as massages, transport, boat tickets or scooter rental, should be paid directly to the service provider according to their preferred payment method.
Pets
Unfortunately, pets are not permitted.
Smoking
Smoking is not permitted inside any of our houses. Guests are welcome to smoke in the outdoor areas.
Quite Hours
Most of our houses are located in peaceful residential neighbourhoods. We kindly ask all guests to respect our neighbours by keeping noise to a minimum after 11:00 PM. Small gatherings with family and friends are welcome, but please avoid loud music or excessive noise late at night.
Safety
Most of our houses are equipped with a safe for storing passports, valuables and personal belongings.
Helpful Information
• Our staff are always happy to assist throughout your stay.
• Monkeys occasionally visit Impossible House, as it is surrounded by beautiful natural scenery.
Cancellation Policy
To confirm your reservation, we require a 50% deposit. This deposit secures your booking and blocks the dates exclusively for your stay.
The remaining 50% balance is due 30 days prior to your arrival.
Our cancellation policy is as follows:
• If you cancel more than 30 days before your arrival, your 50% deposit is non-refundable.
• If you cancel within 30 days of your arrival, the full booking amount becomes non-refundable.
• Guests who do not arrive without prior notice will be charged the full reservation amount.
Force Majeure
If your travel is prevented by extraordinary circumstances beyond your control, such as volcanic activity or other major natural events, please contact us.
Where possible, we will do our best to offer a booking credit valid for up to 12 months, subject to availability and management approval.
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