Terms and Conditions

The reservation

You book a room type, rather than a specific physical room. Yuten Onsen will assign the specific room before your arrival.

The price shown before payment is held for 15 minutes. Seeing a price does not reserve a room. A room is held only during the payment window, for up to 15 minutes.

A reservation is confirmed only after payment has been successfully received and verified by Yuten Onsen and the reservation has been recorded in our booking system.

Before paying, please check your dates, room type, guest information, and total price carefully. Once payment has been made, incorrect dates, guest information, or other booking details do not qualify for a refund.

All prices are stated in Indonesian Rupiah (IDR) unless otherwise indicated.

Guests and occupancy

Premium Room

• Maximum standard occupancy: 2 adults and 1 child aged 7 or under.
• A third adult, or a child who is not included, may be accepted within the room's capacity.

Family Room

• Maximum standard occupancy: 4 adults and 1 child aged 7 or under.
• A fifth adult, or a child who is not included, may be accepted within the room's capacity.

One child aged 7 or under is included and does not use an adult place.

Any other child is included while an included adult place is still empty. A child is Rp300,000 per night only when the included adult places and that free child place are both full.

A guest aged 12 or older is an adult. An adult beyond the included adults is Rp500,000 per night.

No extra bed is provided unless expressly agreed with Yuten Onsen. The price of the stay includes breakfast.

For these Terms, a child means a guest under 12 years old.

Only the guests recorded on the reservation may enter the property. A person who is not part of that reservation is denied entry. Outside visitors are not allowed.

If more people arrive than the number recorded, entry can be refused, with no refund.

Guest identification

The guest whose name appears on the reservation is required to provide valid identification.

Indonesian guests may be asked to provide a KTP. Foreign guests may be asked to provide a passport.

Yuten Onsen may request the identification document before arrival or during the guest registration process. Identification documents are used for guest registration, security, operational purposes, and applicable legal requirements.

Payment

Payment is taken in full through Midtrans.

The total amount payable is displayed before you proceed to payment.

Completing the payment process does not by itself guarantee that a reservation has been created. The reservation becomes confirmed after Yuten Onsen has verified the payment and successfully recorded the booking.

Please keep your order reference for your records.

Yuten Onsen will use the email address provided during the reservation to send booking-related communications.

Reservations are final

All reservations are final and non-refundable.

Once confirmed, a reservation cannot be cancelled, transferred, or rescheduled.

If you have a special circumstance or request regarding your reservation, please contact us directly and we will be happy to review it on a case-by-case basis.

If Yuten Onsen is unable to provide the accommodation that was confirmed, or if a payment is successfully received but a reservation cannot be created because of an error in the booking or payment process, Yuten Onsen will contact the guest and provide an appropriate remedy, which may include a refund.

No-show

A reservation is considered a no-show if the guest does not arrive and has not contacted Yuten Onsen in advance.

A no-show remains final and non-refundable. It cannot be cancelled, transferred, or rescheduled.

Guests expecting to arrive after the latest check-in time must contact Yuten Onsen in advance.

Arrival and departure

Check-in: from 3:00 PM WIB.

Early check-in is not available unless expressly approved by Yuten Onsen.

The property gates open for guest arrival at 3:00 PM. Yuten Onsen is not responsible for guests who arrive before the gates open.

The latest standard check-in time is 11:00 PM WIB. Guests expecting to arrive after 11:00 PM must contact Yuten Onsen in advance. Without prior confirmation, a late arrival may be treated as a no-show.

Check-out: by 12:00 PM WIB.

Guests must vacate the accommodation by the stated check-out time unless a later departure has been expressly approved by Yuten Onsen.

The onsen

Each accommodation has a private onsen reserved for the guests included in that reservation.

Guests must follow all posted safety instructions and directions from Yuten Onsen staff.

The following are prohibited:

• Jumping into the onsen.
• Running around the onsen or other wet areas.
• Smoking in or around the onsen area.
• Bringing food or drinks into the onsen area.
• Introducing soap, shampoo, oils, lotions, or other foreign substances into the pools.
• Any activity that may contaminate the water or create a risk of injury to yourself or others.

Guests are responsible for maintaining a clean and safe environment while using the onsen.

Children must be supervised by a parent or responsible adult at all times and must not use the onsen unsupervised.

Guests who are pregnant, have a medical condition, or have any concern about whether hot-water bathing is appropriate for them should seek appropriate medical advice before using the onsen.

Property conduct

Quiet hours are from 10:00 PM to 7:00 AM WIB.

During quiet hours, guests must maintain a quiet environment and must not engage in activities that disturb other guests or nearby residents.

This includes high-volume speakers, karaoke, parties, shouting, and similar disturbances.

Smoking is not permitted anywhere on the property. Vaping is not permitted.

Pets are not permitted.

Parties and events are not permitted unless the entire relevant accommodation or property has been booked and the event has been expressly approved by Yuten Onsen management.

High-power electrical appliances are not permitted without prior approval from Yuten Onsen management. This includes electric stoves, rice cookers, air fryers, electric grills, heaters, fans, and similar appliances.

Guests must follow reasonable instructions from Yuten Onsen staff concerning safety, cleanliness, property use, and the wellbeing of other guests.

Damage and belongings

Guests are responsible for damage to Yuten Onsen facilities, furnishings, equipment, or other property caused by themselves or members of their group, other than ordinary wear and tear.

Yuten Onsen may require payment for reasonable repair or replacement costs resulting from such damage.

Yuten Onsen is not responsible for personal belongings that are lost, damaged, or left unattended on the property.

Guests are responsible for securing their own belongings during their stay.

Getting here

Yuten Onsen is best reached by private car or hired driver.

If you would like Yuten Onsen to arrange a private car pickup, please contact us in advance. Pickup is subject to availability, is not included in the room rate, and may incur an additional charge.

We recommend requesting pickup at least 7 days in advance, although shorter-notice requests may be accommodated depending on availability.

Wi-Fi is available for guests.

Parking is available at Yuten Onsen.

Changes to facilities and operations

Certain facilities or services may occasionally be unavailable because of maintenance, safety requirements, weather, technical problems, or circumstances outside Yuten Onsen's reasonable control.

Yuten Onsen will make reasonable efforts to inform affected guests where a change materially affects their stay.

Force majeure

Yuten Onsen is not responsible for delays, interruptions, or inability to provide services caused by circumstances beyond its reasonable control, including natural disasters, severe weather, government restrictions, infrastructure failures, or other similar events.

Nothing in these Terms limits any rights or remedies that cannot legally be excluded under applicable Indonesian law.

Privacy

Personal data collected through the booking website is handled in accordance with the Yuten Onsen Privacy Policy, which forms part of these Terms.

Language and governing law

These Terms are published in English and Indonesian.

If the English and Indonesian versions differ, the Indonesian version prevails.

These Terms and any reservation made under them are governed by the laws of the Republic of Indonesia.

Any dispute should first be addressed directly with Yuten Onsen in good faith. If the dispute cannot be resolved amicably, it will be handled by the competent courts in Indonesia in accordance with applicable law.

Contact

For reservation questions, changes, or other guest enquiries:

Yuten Onsen Desa Semangat Gunung, Kec. Merdeka, Kabupaten Karo, Sumatera Utara 20357 Email: yutenonsen@gmail.com WhatsApp: 0811 6064 814