Question 1

What is Dream Living?

Accepted Answer

Dream Living is a Batam-based accommodation management brand specialising in short-term private villa stays. We handle guest communication, reservations, check-in support, in-stay assistance, and property care.

Question 2

Who operates Dream Living?

Accepted Answer

Dream Living is operated by PT TOTALINDO HIJAU LESTARI, a legal entity in Indonesia.

Question 3

What types of stays do you manage?

Accepted Answer

We manage short-term private villa stays in Batam. Our main villa portfolio includes BRATA, CASA, and SORA.

Question 4

How can I contact Dream Living?

Accepted Answer

For direct inquiries, Mamikos, or WhatsApp, you may contact our hotline at wa.me/6285355761308. For an Airbnb inquiry, please keep all communication inside Airbnb until the booking is confirmed.

Question 5

Where can I make a booking?

Accepted Answer

Villa reservations may be made through Dream Living's official website or approved booking platforms such as Airbnb. Always use the payment instructions shown in the official booking flow or invoice.

Question 6

Can I receive the complete address before booking?

Accepted Answer

We can share the general area before booking. The complete address and access instructions are provided to verified guests through the booking confirmation or Digital Concierge.

Question 7

Do you provide ferry-ticket purchasing services?

Accepted Answer

We do not currently provide ferry-ticket purchasing services. Guests should purchase their tickets directly from the ferry operator or an authorized ticketing platform.

Question 8

Can extra guests stay at the villa?

Accepted Answer

Extra guests are accepted only within the approved occupancy limit and must be declared before arrival. Approval does not include extra mattresses, towels, or other amenities unless specifically confirmed.

Question 9

What happens if my preferred villa is unavailable?

Accepted Answer

We will check the closest available Dream Living alternative for the same dates. For example, CASA may be offered when BRATA is unavailable, or vice versa. The replacement property, rate, capacity, and facilities must be reviewed before confirmation.

Question 10

What is the minimum villa stay?

Accepted Answer

The standard minimum stay for Dream Living villas is two nights, unless the listing or a written offer states a different requirement.

Question 11

Do you offer weekly or monthly villa discounts?

Accepted Answer

Yes. Eligible long-stay reservations may receive a discounted quotation. Monthly promotions may reach 20 percent on selected dates and properties. The final discount is shown in the written offer or booking platform before payment.

Question 12

Can I rent a villa for a year?

Accepted Answer

Long-term villa rentals may be considered, subject to availability, property condition, contract terms, utility arrangements, and management approval. Yearly discounts may reach 25 percent where specifically quoted.

Question 13

Can you hold dates without payment?

Accepted Answer

Dates are not guaranteed until the booking and required payment are completed. Availability may change while an inquiry or unpaid reservation is pending.

Question 14

When is my reservation confirmed?

Accepted Answer

A reservation is confirmed only after the booking channel records it as confirmed and all required payment or verification steps have been completed. A chat inquiry alone does not reserve the dates.

Question 15

What payment methods are available?

Accepted Answer

Available methods are shown in the official checkout or invoice and may include online payment through Xendit, QRIS, or bank transfer. The method can differ by channel and reservation.

Question 16

Which bank-account name should appear for a direct transfer?

Accepted Answer

The beneficiary name must be PT TOTALINDO HIJAU LESTARI. Do not transfer to an unfamiliar personal account. Confirm any changed payment instruction through Dream Living's official channel before sending funds.

Question 17

Can I make an international bank transfer?

Accepted Answer

Yes, when international transfer is approved for the reservation. Request the complete BCA beneficiary details, SWIFT information, and branch details from Dream Living. The sender is responsible for bank charges and must ensure the full invoiced amount is received.

Question 18

Why is there a processing fee?

Accepted Answer

A payment gateway or booking platform may charge a processing fee based on the selected method. Any applicable fee should be shown before payment is completed.

Question 19

Will I receive an invoice or receipt?

Accepted Answer

Yes. Direct bookings should receive a booking confirmation, invoice, or payment receipt through the official system or communication channel. Keep the document for check-in and payment reference.

Question 20

What happens if I miss the payment deadline?

Accepted Answer

An unpaid reservation may expire and the dates may be released automatically. If the deadline has passed, ask us to recheck availability before making any payment.

Question 21

What does a non-refundable booking mean?

Accepted Answer

A non-refundable rate provides a discounted booking condition in exchange for no refund after cancellation, subject to the booking platform's displayed terms. Any exception must be processed through the original booking channel and is not guaranteed.

Question 22

Can I change my dates?

Accepted Answer

Date changes depend on availability, rate differences, the selected cancellation policy, and the original booking channel. Submit the request through the same channel used for booking. A change is valid only after written confirmation.

Question 23

Can I cancel a direct booking?

Accepted Answer

The cancellation and refund terms shown in the direct-booking confirmation control the reservation. Do not promise a refund or credit outside those written terms without management approval.

Question 24

Is a security deposit required?

Accepted Answer

Some direct bookings or special stay arrangements may require a refundable security deposit. The amount, payment deadline, permitted deductions, and return process must be stated in the reservation confirmation. Do not assume a fixed amount across all bookings.

Question 25

Can I pay an Airbnb booking outside Airbnb?

Accepted Answer

No. Payments, changes, and cancellation requests for an Airbnb reservation must remain within Airbnb unless Airbnb itself provides another authorized process.

Question 26

Can I change the number of guests after booking?

Accepted Answer

Yes, subject to the property's approved capacity. Update the reservation before arrival and obtain written approval. Additional charges or restrictions may apply.

Question 27

Why do you require identification?

Accepted Answer

Identity verification is part of Dream Living's check-in and security procedure. It helps confirm the responsible guest, protect the property and community, and support required guest administration.

Question 28

Has Airbnb already verified my identity?

Accepted Answer

Airbnb may verify an account, but it does not necessarily provide the host with the complete identification information needed for Dream Living's operating procedure. A separate secure submission may therefore still be required.

Question 29

Which identification documents are accepted?

Accepted Answer

Depending on the guest and reservation, an accepted document may include KTP, passport, or SIM. Foreign guests should normally use a passport. Submit only the document requested by the verification flow.

Question 30

Where should I submit my identification?

Accepted Answer

Use the secure verification or Digital Concierge link provided for your reservation. Avoid sending an unnecessary full identification image in ordinary chat when a secure upload option is available.

Question 31

Whose identification is required?

Accepted Answer

At minimum, the primary booking guest or responsible occupant must complete verification. Additional registered guests may also be requested when required by the property, platform, or applicable administration.

Question 32

How is my identification used?

Accepted Answer

Identification is used for verification, stay administration, security, support, and other purposes described in Dream Living's Privacy Policy. Access should be limited to authorized personnel and service providers involved in the process.

Question 33

Where can I read the Privacy Policy?

Accepted Answer

Dream Living's Privacy Policy is available at https://www.dreamliving.id/privacy-policy. The policy should be reviewed together with the privacy terms of the booking platform used for the reservation.

Question 34

What information should I never send in chat?

Accepted Answer

Do not send full payment-card details, passwords, one-time passwords, or identification documents that were not requested. Use the official payment and verification pages whenever available.

Question 35

Will I receive access details before verification?

Accepted Answer

No. Complete the required identity and booking verification first. Access details appear only after the system and management requirements have been satisfied.

Question 36

What is the standard check-in time?

Accepted Answer

Standard check-in begins at 3:00 PM Batam time. Guests should not enter before the confirmed access time, even if they arrive in the area earlier.

Question 37

Can I check in early?

Accepted Answer

Early check-in is not guaranteed. It depends on the previous guest's departure, cleaning progress, inspection, and property readiness. Use 3:00 PM unless Dream Living confirms an earlier time in writing.

Question 38

Where can I find the check-in instructions?

Accepted Answer

After verification, open the Digital Concierge or confirmed booking details. It contains the complete address, arrival guidance, property rules, and access information applicable to your stay.

Question 39

When will the door code be visible?

Accepted Answer

The access code is released shortly before the confirmed check-in time after all verification requirements are complete. Follow the time displayed in your Digital Concierge because the exact release timing may be adjusted by the system.

Question 40

Can I share the door code with another person?

Accepted Answer

Share access only with registered guests included in the reservation. Do not forward the code to visitors, drivers, vendors, or anyone not approved for the stay.

Question 41

What if I arrive late at night?

Accepted Answer

Inform us of your expected arrival time. Complete identity verification and review the access instructions before travelling to the property. Emergency calls should be used only for urgent access or safety issues.

Question 42

Can someone else check in for me?

Accepted Answer

Only a registered and verified guest may take responsibility for check-in. Update the booking and obtain approval before another person becomes the responsible guest.

Question 43

Can I leave luggage before check-in?

Accepted Answer

Pre-check-in luggage storage is subject to staff availability, the previous reservation, and property readiness. Request it in advance and do not travel to the property until the arrangement is confirmed in writing.

Question 44

Which time zone applies?

Accepted Answer

All Dream Living operating times in Batam use Western Indonesia Time, WIB, unless a message expressly states otherwise.

Question 45

What should I do if the Digital Concierge does not open?

Accepted Answer

Check your internet connection, reopen the private reservation link, and confirm that the required verification is complete. If it still fails, send a screenshot through the same official channel used for your booking.

Question 46

What amenities are included?

Accepted Answer

Standard villa amenities include Wi-Fi, bath towels for the supported guest count, shampoo, body wash, toilet tissue, drinking water, an iron, and an ironing board. Exact quantities and equipment follow the property listing and confirmed guest count.

Question 47

How many towels are provided?

Accepted Answer

Towels are prepared for the confirmed supported occupancy, up to eight sets for BRATA and CASA unless another quantity is confirmed. Additional approved guests should bring their own towels when the reservation states that amenities remain limited to eight.

Question 48

Can I request extra towels?

Accepted Answer

Extra towels are not guaranteed because stock is limited. Guests should use the allocated towels for the stay unless Dream Living confirms a replacement or additional supply.

Question 49

Will towels be replaced during a short stay?

Accepted Answer

For stays of fewer than four nights, routine towel replacement is not provided. Longer stays follow the cleaning and linen schedule stated in the reservation.

Question 50

Can body wash or toilet tissue be replenished?

Accepted Answer

Yes, reasonable replenishment may be delivered when the original supply runs out during the stay. Send the request through the booking chat so the team can coordinate delivery.

Question 51

Do you provide extra floor mattresses?

Accepted Answer

No extra floor mattress is provided unless it is specifically included in the written reservation. Approved extra guests must arrange their own sleeping items without damaging or obstructing the property.

Question 52

Is daily housekeeping included?

Accepted Answer

Daily housekeeping is not included in a standard short stay. The villa is cleaned and inspected before check-in. Additional mid-stay cleaning may be requested, subject to schedule and charge.

Question 53

How much is mid-stay cleaning?

Accepted Answer

The established reference charge is Rp250,000 per mid-stay cleaning. Confirm the current charge, scope, and schedule before the service is arranged.

Question 54

What service is included for a long villa stay?

Accepted Answer

Long-stay arrangements may include weekly cleaning, linen and towel laundry, reasonable amenity replenishment, maintenance coordination, yard care, and agreed utilities. The written quotation or contract controls the exact scope.

Question 55

Is smoking allowed inside the villa?

Accepted Answer

No. Indoor smoking may result in a Rp1,500,000 cleaning and recovery charge. Ask the team which outdoor area may be used, and keep doors and windows closed so smoke does not enter the villa.

Question 56

Can I hold a party or event?

Accepted Answer

Do not assume that a party, event, commercial shoot, or outside gathering is permitted. Submit the event details, expected attendance, timing, and purpose before booking. Written approval and additional conditions may be required.

Question 57

What should I do if an appliance stops working?

Accepted Answer

Stop using the appliance if there is heat, smoke, water leakage, an electrical smell, or unusual noise. Send a photo or short video, the property name, and a clear description through the booking chat. The team will troubleshoot or arrange service.

Question 58

How do I report a maintenance issue?

Accepted Answer

Send the property or room name, exact location of the issue, when it started, what you observed, and a clear photo or video. For urgent water, electrical, fire, or access risks, stop using the affected item and contact us immediately.

Question 59

May the maintenance team enter during my stay?

Accepted Answer

We will request permission and provide a service window before non-emergency entry. The team may need access to inspect, repair, clean, or complete follow-up work. Emergency entry follows the safety and property rules applicable to the stay.

Question 60

What happens during an internet outage?

Accepted Answer

We will check the router and contact the internet provider when needed. Restoration time depends on the provider and cannot be guaranteed until the provider confirms the cause and service window.

Question 61

Why can the private pool look cloudy after treatment?

Accepted Answer

Pool water may need approximately five to ten hours to return to normal clarity after treatment or corrective maintenance. Follow the team's instruction and do not enter the pool until use is confirmed as safe.

Question 62

What happens if something is damaged during my stay?

Accepted Answer

Report accidental damage immediately. Dream Living will document the condition and assess reasonable repair, replacement, cleaning, or recovery costs under the reservation terms. Concealing damage may delay resolution and deposit processing.

Question 63

What is the standard checkout time?

Accepted Answer

Standard checkout is 10:00 AM Batam time unless the reservation confirmation states a different approved time.

Question 64

Can I request late checkout?

Accepted Answer

Late checkout is subject to same-day availability and written approval. When available, the latest operational extension is generally 12:30 PM. Do not assume approval until Dream Living confirms it.

Everything about staying with Dream Living

About Dream Living

Villas and Facilities

Booking, Rates and Payment

Verification and Privacy

Check-in and Access

During Your Stay

Checkout and After

Communication Rules

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