Guest Service

Welcome to the Prime Plaza Hotel Sanur-Bali Compendium

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Guest Services please dial #0 unless otherwise indicated.

Adaptors are available from Housekeeping.  

Airline Reservations & Confirmations
Our Customer Service Attendant will be pleased to assist you with travel arrangements including on-going ticket confirmation. When required most major airlines have their offices in the Sanur area.

Airport Transportation
Prime Plaza Hotel Sanur - Bali provides regular transportation service to Bali’s International Airport, ‘Ngurah Rai’. A minimal fare applies and guests are requested to reserve in advance at the Concierge Desk next to the Front Office. Guidelines for arriving at the airport for departing flights are:
One hour before Domestic flights or . . .
Two hours before International flights…
Add another 60 minutes for travel time between hotel & the Airport.

Baby Sitting
We are pleased to offer a baby-sitting service at a nominal hourly charge. Please advise our Customer Service Attendant at least eight hours in advance giving the ages of your children and the approximate length of time the sitter is required. There is a minimum charge of two hours. Should the ‘sitter’ be required to remain until late evening then taxi fare will also be expected to take the sitter home. Baby sitting services are subject to availability and prior notice is required. Meals can also be pre-arranged from our Room Dining Service menu.      

Baggage Service
Contact the Hotline Service for baggage collection. We are pleased to offer short-term storage facilities for your convenience.

Most Indonesian banks are represented in Denpasar. BCA Bank and Lippo Bank both subscribe to the international Cirrus and Maestro ATM networks. There is a Lippo Bank ATM and Bank Central Asia (BCA) ATM nearby.

Bell Desk
For baggage service, airport transfers and beach / shopping shuttle information please contact the Hotline

Visa, Master, Dinner Clubs, Amex, JCB, BCA

Checkout time is 12.00 noon. If you need to extend your checkout time an additional day-use fee will applied.
Please contact Hotline for availability

Church Services 
Worship Services for most faiths are close by. For information about times and locations please contact our Customer Service Attendant 

Credit Facilities 
We accept American Express, BCA, Diners Club, JCB, MasterCard and Visa. We regret that personal cheques are not accepted. Credit cannot be extended unless prior arrangements are made and confirmed in writing by our accounting office..

Courier Services
Courier services can be arranged by Customer Service Attendant.

Customer Service
Customer Service is located at the main lobby next to Reception desk. The Customer Service Attendant is knowledgeable and skillful to assist with variety of Hotel service and facilities throughout the hotel and also general information about the island. They are dedicated to assist guests to achieve total guest satisfaction.

For medical care or in case of a medical emergency contact our Hotline Service.

Do Not Disturb
If you do not wish to be disturbed, please place the “Privacy Requested” sign on the door handle outside your door. Also, incoming calls can be blocked by the hotel operator (Please let us know when you wish to receive calls again).

Dress Code 
Kindly support a pleasant holiday environment for all . . . smart casual, tropical dress and footwear is suggested in all public areas.  At poolside guests are requested to wear complete bathing attire at all times.

Drinking Water
Do not drink tap water. Complimentary bottled water is delivered to your room each day.

Electrical supply is 220 volts/50 cycles. Electric plug adaptors are available from Housekeeping. Please contact our Hotline Service.

Our Emergency Hotline - extension 5 (five) is monitored 24 hours a day.  In the event of a fire do not use the elevators. Please review the fire instructions on the inside of your guest room door.

Our Customer Service Attendant will be pleased to assist with facsimile communications. 

Fire, Safety & Security
Please review the information posted behind your guest room door. In the event of a fire use the Emergency Hotline - extension # 5. Our Operator will activate the hotel’s Emergency Plan. Remain calm.Do not use the lift / elevator.  Always ensure the outside door(s) is firmly closed when leaving your room.   

First Aid
Please contact the Duty Manager for First Aid assistance.

Our Customer Service Attendant can arrange for flowers to be delivered to your room for that special occasion. 

Foreign Exchange 
We suggest that currency be exchanged at an authorized money changer or bank. Guests are advised to be very cautious should they choose to exchange money with street vendors as unadvertised transaction fees are frequently added to conversion rates. Some street vendors may not be licensed nor regulated, some are dishonest and frequently attempt to short change!       

Visitors are encouraged to experience Bali’s delicious tropical fruit. We regret that Durian Fruit is not permitted within the Hotel due to its strong and has a lingering aroma, which can be offensive to other guests.

An array of courses to choose from providing an unique golfing experience:
Sanur Beach located next door (9 holes)
Sector Golf Course in Sanur
Bali Handara Kosaido Country Club, in the cool of the mountains at Bedugul.
Pecatu Golf in this hills of Jimbaran
For reservations and preferred rates please contact our Customer Service Attendant.

Guest Hotline Service 
Hotline service is our service philosophy in responding to guest’s needs and queries to exceed guest’s expectations with a high level of efficiency, this is centralized in one service point at extension “0”.

Internet Access
Free Internet Access for up to 3 devices per room and hotel lobby area is available through Wi-Fi. Please see separate instruction sheet.

Ironing Board 
Are available on request   

Room Service 
Room Service dining is available 24 hours daily. Please advise the staff if you are on special 

Kids Club
Our Kids Club is available at Camp Splash Children Park, located at Prime Plaza Suites Sanur - Bali, only 2 km from the hotel. It is designed for children aged 6 to 12 years. Children under 6 are welcome but must be accompanied by an adult.
Parents must be on the hotel grounds whilst children are in Camp Splash!  If parents wish to leave the hotel grounds, they will be required to arrange for a Babysitter at a small fee.  Prior notice is required for this service, and babysitters are subject to availability. Please call Hotline Service for shuttle schedule.
Activities at Camp Splash include water slides, game activities and climbing structures. In the adjacent area protected from any rain showers find the unique Game Zone which features a video arcade. Kids can relax and enjoy their favorite foods while watching non-stop family movies on the big screen. Children from the Prime Plaza Hotel Sanur – Bali have free access to Camp Splash. 

Laundry Service 
Please contact Hotline Service before 9.00am for same day service. Clothing collected after 9.00am will be returned on the following day. Express service is available for an additional charge. Please do not hang clothing in view of other guests from windows, balconies or corridor railings. 

Liability Statement / Rules & Regulations

The proprietors will not be liable for any injury to or the death of any person (not caused by the proprietor’s negligence or that of their employees) or loss of or damage to property howsoever caused arising in connection with the existence, condition or use of the swimming pool, paddling pools, water slides, play zone equipment or surrounding facilities by guests or other persons, including children.

Non-swimmers and learners must be supervised by a parent/guardian or another responsible adult arranged by the parent.
Only swimmers who can swim at least 5 meters unaided or persons who are at least 160 cm tall are permitted to use the large waterslide or the main lagoon pool, which is 1.5 meters deep.     
Non-Swimmers or persons less than 160 cm tall should use only the two shallow paddling pools which are 50cm and 70cm deep. 
Please instruct your children to follow all safety instructions posted in Camp Splash and follow the directions of Camp Splash Staff at all times.
Lost and Found
Please contact our Hotline Service.
Luggage Service 
Please contact the Hotline Service for luggage collection. Short-term luggage storage facilities are offered for your convenience.
Manager on Duty 
A Duty Manager is available 24 hours daily
Choose from wonderfully relaxing massages at the Spa & Fitness Center. 
Hotel guests are encouraged to tour our extensive facilities, which are accessible from the conference foyer off the main lobby.  See the ‘SPA Treatments’ section for more details. 
Open between 0700 - 2200 hours’ daily
Al Ihsaan Mosque is nearby. For more information, contact our Hotline Service.
Parcels Postal and Packaging 
Please contact our Customer Service Attendant should you have a parcel that requires packing and mailing.
Parking is provided free of charge. All vehicles parked in parking areas are placed there entirely at the owner’s risk. Prime Plaza Hotel Sanur - Bali does not accept responsibility for vehicles or their contents. 
Party and Special Events please call #8558
Please call on us to arrange special events e.g. a Romantic Dinner for Two, Birthday Treats, Anniversaries or a fun theme event. At least one-day advanced notice is preferred (we can sometimes respond within a few hours). 
Our creative F&B Team enjoys the opportunity to make special events really unique and memorable. Please call during office hours
For health and safety reasons, we regret that pets are not permitted on the premises at any time.
Photocopying Services
Please see our Customer Service Attendant located at the reception a normal charge applies.
Pool Towels 
Large towels are available at the ‘Pool Hut’ next to Cafe Komodo. You will be requested to sign for each towel. 
Hotel towels may not be taken off property. Towels are also available at the Prime Plaza Hotel Sanur – Bali Beach location
For assistance with luggage please contact the Hotline Service.
This service is provided by Housekeeping between 9.00am – 5.00pm hours. 
Irons and ironing boards are also available. 
Reservations please call #8783
Please contact our Reservation Department during working hours.
Safety Deposit Boxes 
Safety deposit boxes are located in your room. Prime Plaza Hotel Sanur – Bali does not accept any responsibility for articles of value, which are not locked in a safety deposit box located in your room.
Sales and Marketing please call #8780
For information and assistance regarding accommodation, banquets, conventions and other related events, please contact our Sales or Catering Departments during office hours.
Spa and Fitness please call #8742
Hotel guests enjoy complimentary use of the Cardio Fitness Circuit, Weight Training Circuit, Aerobic Studio, Sauna, and Jacuzzi. Reservations are not necessary footwear is compulsory
Spa treatments include Massage, Body Scrub, Body Wrap, Body Care, Spa Facial & Nail Care. See the ‘Spa Treatments’ section of this directory for more details. Reservations are suggested. 
Sightseeing and Tours please call #8709
There are many wonderful places to visit in Bali. Our Customer Service Attendant will be pleased to assist you to plan an itinerary which will introduce you to the cultural and entertainment experiences of your choice. 
Sports Facilities please call #8709
The following sport facilities are available close by in Sanur:
• 9 hole Golf Course / Driving Range
• Walking / Jogging Track
• Boating and Water Sports
• Tennis reserve your court at the Fitness Center)
For more information, please contact our Customer Service Attendant
Should you require stationary just call our hotline service.
Swimming Pool Relaxation & ‘Quiet Time’
Our intention is to exceed all our guest’s holiday expectations.  The following suggestions are made to ensure everyone is able to relax at pool-side . . .   The swimming pool is operational between 9.00am and 9.00pm. 
It is then closed in consideration of children’s bed time and other guests who wish to enjoy some ‘quiet time’ before retiring.  This also gives our staff the opportunity to add necessary chemicals to the pool.  Next morning we ‘vacuum’ the pool . . . this can only be done after impurities have settled to the bottom and when the water is ‘still’. Our goal is to provide a fresh hygienic pool for everyone’s enjoyment from 9.00am each day.
• Unless a sun-lounge is actually being used, after 30 minutes our recreation staff will remove unaccompanied towels and books etc. making sun-lounges available for other guests to enjoy. 
• Kindly ensure that your children consider other guests’ comfort... please no extreme noises
• Your safety is our major concern. Help us prevent slippery tile floors by drying everyone’s feet before leaving poolside.
• The pool is shallow in some areas, there are also submerged steps and benches in places, so please do not dive or jump into the water.     
Any activity at poolside after 9.00pm may be disturbing to other guests!   
Taxis are available at all times. Just give the Hotline Service a few minutes’ notice.
Please call Hotel Operator for assistance. A surcharge is levied on all calls.
For television entertainment, please refer to the monthly TV guide in your room.

Tennis please call #8742
We have a tennis court with night lighting making it available between 07.00-21.00 hours. Please make a reservation in advance at the Spa & Fitness Center. Racquets and balls are available for rental. Tennis shoes and attire are required.   

Transportation please call #8614
We operate a scheduled complimentary shuttle for hotel guests to and from the Sanur Shopping Precinct, Beach Club and Hotel. Please contact the Hotline Service for schedule information. Car rental with a driver, can be arranged by the Tour Desk.

Electrical supply is 220 volt/50 cycles. Plug adapters are available from Housekeeping.

Wi-Fi is available in all rooms are free of charge for up to 3 devices per room. To connect please follow the instructions on the tent card that is available in the room. Wi-Fi is also available in public areas and meeting rooms. 

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