Terms of Service

1. Identity of the Service Provider

This service is provided by Sutasoma Hotel as a hotel business unit operated by PT Lenggara Guna Prasada.

Legal entity headquarter address: CENTENNIAL TOWER, 17th Floor, Unit 17.C, Jl. Gatot Subroto Kav. 24-25, Karet Semanggi Sub-district, Setiabudi District, South Jakarta Administrative City, DKI Jakarta Province, Indonesia.

Hotel business unit address: Jl. Darmawangsa Raya, Pulo Sub-district, Kebayoran Baru District, South Jakarta, 12160, Indonesia.

Reservation and customer service contact email: reservation@thetribrata.com.

2. Acceptance of Terms and Formation of Electronic Contract

By creating an account, accessing the App, selecting a room, completing reservation details, accepting the price, making payment, or clicking the booking confirmation button, the User validly accepts these Terms of Service and an electronic contract is formed between the User and Sutasoma Hotel, in accordance with the applicable laws and regulations on electronic information and transactions.

The electronic contract is deemed formed when the system confirms that payment has been successfully verified by the payment gateway and/or when Sutasoma Hotel issues a booking confirmation, voucher, or reservation evidence to the User, unless expressly stated otherwise on the booking page.

3. Scope of Service

The App provides direct hotel room booking services, room availability information, prices, promotions, room details, account creation, booking management, payment through a payment gateway partner, confirmation delivery, cancellation, certain modifications, and customer service related to reservations.

Sutasoma Hotel may modify, add, limit, suspend, or discontinue certain App features, provided that such action is taken reasonably and does not conflict with User rights under applicable law.

4. User Account and Accuracy of Information

The User must provide true, accurate, complete, current, and non-misleading information when creating an account, making a reservation, or using the service.

The User is responsible for the security of account credentials and all activities conducted through the User's account.

Sutasoma Hotel may refuse, suspend, or cancel a reservation where there is an indication of false data, unauthorized transaction, service misuse, legal violation, or breach of these Terms of Service.

The User must ensure that guest names, stay dates, number of guests, room type, email address, phone number, and other required information are correct before completing payment.

5. Room Bookings

Each booking made through the App is a reservation request subject to room availability, applicable rates, promotional terms, hotel policies, and the cancellation and refund terms applicable at the time of booking.

The User represents that the User is authorized to make a reservation for themselves and/or for other guests named in the reservation. The User is responsible for ensuring that staying guests comply with hotel policies, check-in requirements, identity requirements, and rules applicable within the hotel premises.

6. Prices, Taxes, and Payment

All prices are displayed in Indonesian Rupiah (Rp), unless expressly stated otherwise.

The price displayed at checkout is the applicable price for the reservation, including taxes and/or service charge to the extent displayed in the payment summary.

Payment is processed through DOKU as payment gateway provider. Sutasoma Hotel is not a payment service provider, card issuer, bank, or switching institution, and does not store Users' full card data.

A reservation is confirmed only after the payment gateway verifies successful payment and the system issues a booking confirmation.

Where payment fails, times out, is declined, remains pending, or the payment system is disrupted, the reservation may not be considered valid until payment has been successfully verified.

Any bank fee, card fee, administrative fee, foreign exchange difference, or other third-party fee charged by the User's payment provider or financial institution is the responsibility of the User, unless otherwise required by law or applicable policy.

7. Check-In, Check-Out, and Stay Requirements

Standard check-in time is 15:00 local time.

Standard check-out time is 12:00 local time.

Early check-in and late check-out are subject to room availability, hotel approval, and additional charges where applicable.

Guests must present a valid identity document at check-in. The hotel may refuse check-in where identification is invalid, reservation data does not match, or there is a lawful security or legal reason.

Guests must comply with hotel rules, safety requirements, smoking restrictions in designated areas, property damage rules, deposit rules where applicable, and reasonable instructions from hotel personnel.

8. Modification, Cancellation, Refund, and No-Show

Modifications, cancellations, refunds, and no-shows are governed by the Cancellation and Refund Policy, which forms an integral part of these Terms of Service. Users must review such policy before completing a booking.

Approved refunds will be processed to the original payment method or another mechanism reasonably determined by the hotel and/or payment gateway, subject to applicable law, bank policy, and payment provider rules.

9. Consumer Protection and Standard Clauses

These Terms of Service are not intended to eliminate or restrict User rights as consumers that cannot be waived under applicable laws and regulations. If any part of these Terms is held invalid, unlawful, or unenforceable by a competent authority, such part will be adjusted to the extent necessary without affecting the validity of the remaining provisions.

Sutasoma Hotel is committed to providing true, clear, and honest information regarding services, prices, booking terms, cancellation, and refunds, and to providing a reasonable complaint handling mechanism.

10. Acceptable Use and Prohibited Conduct

The User must use the App lawfully, responsibly, and without harming others. The User is prohibited from:

• Using the App for unlawful purposes, fraud, money laundering, payment abuse, or unauthorized transactions.
• Accessing, extracting, modifying, disrupting, or attempting to obtain data, accounts, systems, servers, or networks without authorization.
• Transmitting malware, malicious scripts, spam, false data, or unlawful content.
• Making fictitious bookings, misusing promotions, conducting unauthorized chargebacks, or taking other actions that harm the hotel, other users, or payment providers.
• Copying, modifying, distributing, selling, leasing, reverse engineering, or exploiting any part of the App without written permission.

11. Intellectual Property Rights

All names, logos, trademarks, interface, design, content, text, photographs, icons, features, code, and other elements in the App are owned by Sutasoma Hotel, PT Lenggara Guna Prasada, licensors, or the relevant rights holders. Nothing in these Terms of Service transfers any intellectual property rights to the User.

12. System Availability and Service Limitation

We endeavor to keep the App available, secure, and functioning properly. However, the service may be disrupted due to maintenance, updates, network disruption, third-party failure, force majeure, cyberattack, payment gateway issues, or other causes beyond our reasonable control. To the extent permitted by law, Sutasoma Hotel is not liable for indirect losses arising from such disruption, without prejudice to mandatory consumer rights under applicable law.

13. Limitation of Liability

To the extent permitted by applicable law, Sutasoma Hotel's liability to the User is limited to direct losses proven to have arisen from Sutasoma Hotel's fault or negligence in providing the service. Sutasoma Hotel is not liable for indirect loss, loss of profit, loss of opportunity, business interruption, or consequential damages, unless otherwise required by applicable law.

Nothing in these Terms of Service is intended to limit liability for matters that cannot be limited by law, including mandatory consumer rights.

14. Force Majeure

Sutasoma Hotel is not liable for failure or delay in performing obligations caused by circumstances beyond reasonable control, including natural disasters, fire, flood, pandemic, epidemic, war, riot, governmental action, electricity outage, internet disruption, payment system disruption, cyberattack, strike, or other events reasonably classified as force majeure.

15. Governing Law and Dispute Resolution

These Terms of Service are governed by and construed in accordance with the laws of the Republic of Indonesia. Any dispute arising out of or in connection with the use of the App, electronic transactions, bookings, payments, cancellations, refunds, or hotel services will first be resolved amicably. If no settlement is reached, the dispute will be resolved before the competent forum in accordance with applicable laws and regulations of the Republic of Indonesia.

16. Changes to These Terms of Service

We may amend these Terms of Service from time to time. Changes will become effective on the update date or another specified date. Continued use of the App after changes become effective will be deemed acceptance of the updated Terms of Service, to the extent permitted by law.

17. Contact

For questions regarding these Terms of Service, reservations, payments, cancellations, or refunds, Users may contact: reservation@thetribrata.com.

Language

The English version is prepared as an operational translation of the Indonesian legal drafting. In the event of conflict between the Indonesian version and the English version, the Indonesian version should prevail for interpretation under Indonesian law, unless the Company expressly determines otherwise in a final published version.