Terms and Conditions

Last updated: 26 February 2026

These Terms & Conditions (“Terms”) govern your access to and use of the official Marqen Hotels website (“Site”) operated by Marqen Hotels (“Marqen”, “we”, “us”, “our”). By accessing or using the Site, you confirm that you have read, understood, and agree to be bound by these Terms.

If you do not agree, please discontinue use of the Site.

1) Definitions

Site: the Marqen Hotels website, including all pages, content, and features.
User / you: any person accessing or using the Site.
Services: information, promotions, reservations, inquiries, newsletters, event/meeting requests, and other services offered through the Site.
Booking Engine: a third-party reservation system integrated into the Site (if applicable).
Property: any hotel, villa, residence, or accommodation under the Marqen Hotels portfolio displayed on the Site.

2) Changes to These Terms

We may update these Terms from time to time. Any changes will be effective once posted on this page. Your continued use of the Site after changes are posted constitutes acceptance of the updated Terms.

3) Eligibility & User Responsibility

By using the Site, you represent that:

you have legal capacity to enter into a binding agreement; and
you will use the Site only for lawful purposes and in accordance with these Terms.

You are responsible for ensuring that all information you submit is accurate, complete, and up to date.

4) Acceptable Use & Prohibited Activities

You agree not to:

attempt to gain unauthorized access to the Site, servers, systems, or accounts;
interfere with the Site’s security, performance, or availability (including excessive scraping, probing, or automated requests);
upload or transmit malicious code, malware, or harmful content;
use the Site to violate applicable laws or third-party rights;
reproduce, distribute, or commercially exploit the Site content without written permission.

We may restrict or terminate access if we reasonably believe you have violated these Terms.

5) Information Accuracy & Availability

We strive to keep the information on the Site accurate and current (including rates, availability, packages, and facilities). However, content may be changed, corrected, or updated at any time without notice.

In the event of a discrepancy, the information shown at the time of confirmation in your reservation confirmation and/or official communication from Marqen shall prevail.

6) Reservations, Rates, and Payments

6.1 Booking Process

If the Site offers online booking:

a reservation is considered confirmed only once you receive a booking confirmation number and confirmation email/page.
rates, inclusions, and restrictions vary by room type, package, season, and availability.

6.2 Taxes & Charges

Displayed rates may include or exclude taxes and service charges depending on the booking flow and selected rate plan. The final payable amount will be shown before confirmation.

6.3 Payments

Payment methods and processing may be handled by Marqen and/or a Booking Engine/payment provider. You authorize charges consistent with the reservation terms you selected.

6.4 Guest Details

You must provide correct guest details (name, email, phone number, dates, and any required information). Errors may lead to check-in issues or fees for changes according to the applicable rate conditions.

7) Modifications, Cancellations & No-Show

Cancellation and modification rules depend on the rate plan you choose (e.g., refundable vs. non-refundable). Applicable terms will be displayed during booking and in your reservation confirmation.

If you fail to arrive (“no-show”), Marqen may charge penalties as stated in your rate plan and confirmation.

8) Check-in, Check-out & Identification

Check-in/check-out times are determined by each Property and may be displayed on the Site or confirmed in your booking.

Guests may be required to present a valid government-issued identification at check-in. Deposits (if applicable) are subject to the Property’s policy.

9) Property Rules, Conduct & Damages

You agree to comply with each Property’s house rules, including but not limited to:

maximum occupancy and guest policies,
smoking policies,
noise and nuisance policies,
safety and security requirements,
pet policies (if applicable).

You are responsible for any damage, loss, or excessive cleaning attributable to you or your party, and you authorize Marqen to charge reasonable costs as permitted by the applicable policies.

10) Events, Meetings & Special Requests

Event/meeting/wedding inquiries submitted via the Site are subject to availability and additional written terms, including deposits, minimum spend (if any), and cancellation schedules.

Special requests are not guaranteed unless confirmed in writing by Marqen.

11) Intellectual Property

All content on the Site (including text, images, video, graphics, logos, designs, and layout) is owned by or licensed to Marqen and protected by applicable intellectual property laws.

You may view and print limited portions for personal, non-commercial use only. Any other use requires prior written consent.

12) User Submissions (If Applicable)

If you submit any content (e.g., inquiries, reviews, messages):

you represent that you have the rights to submit it and it does not violate laws or third-party rights;
you grant Marqen a non-exclusive, royalty-free license to use the submission to respond to you and to operate/improve the Services (and for marketing only if explicitly stated/consented where required).

13) Third-Party Services & Links

The Site may include links to third-party sites or integrate third-party services (e.g., Booking Engine, payment gateways, map providers, social media). We do not control and are not responsible for third-party content, security, or policies. Your use of third-party services is subject to their terms.

14) Privacy & Cookies

Your personal data is processed according to our Privacy Policy and (if available) Cookie Policy. By using the Site, you consent to such processing as described therein.

15) Disclaimer

The Site and Services are provided on an “as is” and “as available” basis. We do not warrant that:

the Site will be uninterrupted, timely, secure, or error-free; or
any content will be accurate or complete at all times (though we aim to keep it updated).

16) Limitation of Liability

To the maximum extent permitted by law:

Marqen shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the Site or inability to use the Site;
Marqen’s total liability for any claim related to the Site shall be limited to the amount (if any) paid by you through the Site for the relevant reservation/service giving rise to the claim.

Nothing in these Terms limits liability where it cannot be excluded under applicable law.

17) Indemnity

You agree to indemnify and hold harmless Marqen from and against claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of:

your misuse of the Site,
your violation of these Terms,
your violation of any law or third-party rights.

18) Force Majeure

Marqen shall not be responsible for failure or delay in performance due to events beyond reasonable control (including natural disasters, government actions, power/network outages, epidemics/pandemics, civil unrest, and similar events).

19) Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia.

Any dispute shall first be resolved amicably through good-faith negotiations. If unresolved, the dispute shall be submitted to the competent courts of Jakarta, Indonesia, unless otherwise required by applicable law.

20) Contact

For questions about these Terms, please contact:

Email: concierge@marqenhotels.com

Phone: +62 812 509 509

Address: Jl. Raya Kembangan Selatan No. 2, Jakarta Barat

21) Language

If these Terms are made available in multiple languages, the English version will apply unless otherwise stated by Marqen or required by law.