refund & cancelation

Refund & Cancellations

REFUND POLICY – EQUIPMENT MALFUNCTION / NUISANCES: Manager will make every effort to ensure that Guest’s stay is safe, comfortable, and enjoyable. Manager cannot guarantee that the Guest’s vacation stay is flawless or that the Property and its amenities are flawless. However, Manager will make reasonable efforts to respond to deficiencies and malfunctions in the Property and its amenities.

Guest understands and agrees that NO refunds, discounts, or transfers will be made for any reason other than those specifically provided for in this Agreement. Additionally, Guest agrees that NO refunds, discounts, or transfers will be granted for the malfunction of any appliance or amenity, inclement weather, nearby construction, mechanical breakdowns, or other adverse circumstances beyond our control. Further examples of circumstances which DO NOT warrant any refund, discount, or alternate Property, etc. include but are not limited to: breakdown of air conditioners; shower heaters; TV’s, or other electronics or appliances which malfunction; disruption of use or access to the pool due to nature or construction/maintenance; presence of insects; disruption of utility services including cable, internet, water, electricity; a Property not decorated, improved, or updated to Guest’s tastes; problems which have not yet been reported to Manager; bad weather; or noisy neighbors. The incidental presence of pests or bugs which do not render the Property unfit or uninhabitable will not present cause for refunds, discounts, or transfers.

Guest agrees to report any and all problems to the Manager as soon as is practical. Manager agrees to make every effort to resolve the reported problem as quickly as possible; however, cannot guarantee when the problem will be resolved. Speed of service cannot be guaranteed. Guest understands and agrees that emergency repair and service calls will be returned promptly, and that the urgency of any problems and its resolution will be solely determined by Manager. Calls deemed to affect non-essential services will be returned the following business day. In cases of medical or fire emergencies, the Guest will call 999 emergency services.

LOCK OUT POLICY: In the event you are locked out during your vacation due to loss of a key card or forgetting the door access passcode, you may contact us through phone calls or messages. If we have to bring the key card to you there will be

(a) RM 50 card replacement charge (if the key card is lost) during business hours, or (b) RM 75.00 fee after-hours, charged to the credit card on file.