HOTEL POLICY

Cancellation Policy

Non-Refundable Policy

All confirmed/guaranteed reservations are non-refundable.

Terms and Conditions

Hotel Resort’s Terms & Conditions

Check in / Out times

Check in is from 2 PM (not guaranteed in the event of high occupancy). Should you need earlier accommodation we are happy to assist, however it is subject to the availability of rooms. Guest are required to present a valid form of government issued photo identification stating the name, address, nationality, identity card number, place and date of issue to ascertain the identity thus to be saved in the registry. Special requests are subject to availability upon check in and may incur additional charges. Special request cannot be guaranteed. The hotel resort reserves the rights to refuse service to any guests who do not follow or comply with hotel resort policies.

Check out is at 11 AM. Any extension to the check-out time, either pre-arranged or as a late departure can be directed to the front office in the morning of your departure and may be subject to availability and may incur an additional charge.

Deposit
Debit card not accepted. The Culvert Hotel Resort requires a MYR 100 per stay deposit per room in additional to the room rate in the form of cash or credit card upon check in. For credit card deposit transactions, we will hold (Authorize) the deposit value. It will be released 3- 14 days after departure depending on the credit card issuers processing speed. Cash deposit will not be refunded by using bank or online transfer if you failed to claim your deposit upon check out.

Reservation Policy
Guest must be at least eighteen (18) years old to register. Early reservation of room is recommended especially during weekends, holidays and in- season periods to insure your accommodation. Reservation can be done via phone, hotel resort website, email and online booking engines. A confirmation shall be communicated to the delegate by email during regular office hours.
A valid credit card is required to secure your reservation. For reservations guaranteed with a form of payment at time of booking, rooms are held until hotel resort check-out time the day following arrival. For reservations not guaranteed with a form of payment at time of booking, rooms are held until 1500 hrs as per hotel resort policy.
All room rates are inclusive of 8% SST.

Online Reservation
Please note that our online reservation and availability inventory is subject to change without notice due to the fact that it is not ‘real time availability. By clicking submit to confirm reservation, guest agrees to the rate and room policies of this reservation.
All room rates are inclusive of 8% SST.

No-show/Shortened Stay

No refund shall be made in the event of no show or shortened stay.

Tourism Tax
Tourism Tax will be applied to non-Malaysian under Section 6 Tourism Act 2017. The tourism tax rate is MYR10 per room per night (to be paid upon check-in by cash only).

Access on Hotel Resort Facilities
Only registered hotel resort guests may access or use the hotel resort facilities without additional charges. For non-registered hotel resort guests to use the resort facilities will be charged accordingly.

Liability
Guests’ liability for their account is not waived and guests agree to be held personally liable in the event that any indicated person, group,company or association fails to pay all or part of any charges incurred charges incurred.

Limitation of Liability
To the extent permitted by law, The Culvert Hotel Resort do not accept any liability arising out of any occurrences beyond its control including but not limited to acts of terrorism, acts of God, flood, war, strikes, riot, theft, delay, cancellation, civil disaster, government regulations or changes itinerary or schedule (collectively, “Force Majeure”). All activities have inherent risks to health and safety and The Culvert Hotel Resort will not be responsible for any possibilities related to any activities or services booked through The Culvert Hotel Resort website or during your staying our hotel resort.

Prohibited Items
The following items are not allowed in the Hotel Resort premises:·

Flammable, explosive or hazardous materials·
Objects emitting a foul odor ·
Unregistered firearms or other weapons·
Objects of an unusually large size or in unusually large quantities ·
Articles related to use in gambling, prostitution, smuggling or other unlawful acts·
Illegal drugs or other articles, the possession of which is prohibited by the laws of Malaysia

The Hotel Resort reserves the right to refuse entry to any guest found to be in possession of prohibited items. Guests shall be solely liable and responsible for all loss financial or otherwise, and damage that may be caused by such items.

Damage to Hotel Resort Property
We reserve the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the hotel resort’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit/ debit card or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

Removal of Hotel Resort Property
We reserve the right to charge guests the cost of replacing any items that are removed from the premises without consent or damaged during the guest’s stay. The charge will be the full replacement amount of the missing items, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests’ credit / debit card or send an invoice for the amount to the registered address.

Tampering with Fire Detection Systems and Firefighting Equipment
We reserve the right to take action against any guest found to have tampered / interfered with any fire detection equipment throughout the hotel resort premise, including detector heads in public areas and bedrooms, break glass point sand fire extinguishers. Guests found to have tampered any fire detection or firefighting equipment will be charged with any costs incurred by the hotel resort due to their actions and may be asked to leave the hotel resort. Depending on the severity of the guest actions, the Police may be involved at the hotel resort’s discretion. Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserved the right to make a charge to the guests’ credit / debit card or send an invoice for the amount to the registered address.

Inappropriate Behaviour
It is the hotel resort’s policy that all guests have the right to be treated with dignity and respect and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behaviour. Should any actions by a guest be deemed inappropriate by the Manager, or is brought to the attention of the Manager, the hotel reserves the right, after any allegations have been investigated, to take action. Depending on the severity of the guest actions, the Police may be involved at the hotel resort’s discretion, or guests may be asked to leave the hotel resort’s premise.

Lost / Damaged Property
Should any guest lose any belongings during their stay or incur damage to their property, the hotel resort will not be held liable. If we find any lost property, we will make every reasonable effort to locate the owner and return it, but if an item is not reclaimed within 3 months of the guest’s departure, it will be disposed of.

Any lost or damage to the facilities and items in the room will be charged accordingly. Loss of room key card is chargeable at RM20. No nailing or chopping of any structure of building and room. Management reserve the right to stop and refuse your stay without refund and to demand for damaging incurred.

Vehicles
All vehicles are parked at the owners’ risk. Should a problem occur with a vehicle in the hotel resort’s car park, the hotel resort cannot accept any liability. If a vehicle is left in the hotel resort’s car park for more than 8 hours after the guest has departed without the written consent of the hotel resort, the hotel resort reserves the right to remove the vehicle at the owners’ expense. All vehicles entering or leaving are subject to security check. The car park is reserved for in-house registered guest parking.

Child Policy
Parent/s and/or guardian/s are personally and legally responsible for the safety of their children at all times. Never leave your children unattended inside the guest rooms or anywhere on hotel resort property.

Extra Person Policy
Room occupancy requirements are based on fire code/fire safety restrictions. Standard Room maximum occupancy and Deluxe Room is 2. If you exceed the maximum number of guests allowed, you will be asked to rent/booked another room for proper accommodations or vacate the hotel resort.

Photographs and Video’s
Using photographs and video’s taken in the hotel for commercial or public purposes is illegal. Those who do so will be subject to prosecution.

Hotelier’s responsibility for guest’s property
The hotel resort will not be held responsible for any lost or damage of the guest property. It is the responsibility of the guests to take care of their valuables.

No Smoking Policy & Fees
The Culvert Hotel Resort is a 100% non-smoking property. A MYR200 cleaning fee will be billed to your account if smoking occurs in your room. This includes E-cigarettes and vape pens.

Safe Deposit Box
Guests are encouraged to keep their valuables in the in-room safe or in the Safe Deposit Box provided at the Front Desk. The hotel resort shall not be liable for the loss of money or other personal valuables during your stay.

Room Occupancy

The total number of occupants in a room shall not exceed the maximum number of occupants permitted for the perspective room types.

Suite/Deluxe Room : 2 person

Queen/Standard Room : 2 person

Pet
Strictly no pet is allowed in the hotel resort premises at all time.

Security
The Culvert Hotel Resort has implemented technology and systems that protect the information you provide. In those instances when you are asked to submit private information such as a credit card number, you can be assured that we have security measures in place to protect this information. This technology provides the advanced encryption tools necessary to protect information transmitted between your computer and our server. Encryption means that your information is converted into code before it is dispatched over the Internet.

Disability Friendly
The Culvert Hotel Resort is friendly to our disabled guests and those needing special assistance. Disabled-friendly room is available (subject to availability).

Pool
Please wear proper swimming attire; no buttons or zippers allowed on all swimwear. We encourage light colored swim-wear. Please shower before dipping into the pool. Management has the right to refuse guests from using the pool or entry to the hotel resort, should the guests have any communicable skin diseases, and/or rowdy behaviour. There will be no lifeguard at the pool. Guests are advised to swim at their own risk.

Beach
We recommend that guests wear suitable footwear at all times to avoid any accident to occur. Guests are advised to swim at their own risk when going to the beach.

The Hotel Resort will not be held responsible for any loss or damage to any personal property, injury, disability or fatality even death arising from whatsoever reasons while exercising or playing in the swimming/beach area.

Littering
Do not throw rubbish or any kind of waste in open or public places. Dispose the waste into designated rubbish bins provided in the general area.

Gym
The Gym opens from 8.30 am until 4.30 pm daily. No guest is allowed after the operating hours. All guests should wear appropriate apparel and footwear to comply with the requirements of the Gymnasium, otherwise the access to and use of such facilities will be refused. Guests using the equipment in the Gymnasium are responsible for their own safety. Smoking, eating and drinking (except water) is prohibited in the Gymnasium at all times. Please handle the equipment in the Gymnasium with care. Guests are responsible for any damages to the facilities or equipment. A Full compensation should be made at market rates. The Hotel Management will take no responsibility for the loss, theft or damage of belongings brought into the Gymnasium by guests. The Hotel Resort reserves the right to suspend the use of any facilities at any time for the organization of private classes and activities or for the arrangement of maintenance or cleaning without prior notice.

Sauna
While using the Hotel Resort’s sauna, strictly follow the instructions of use, orders and information given by the service personnel (All adjustments of the sauna equipment can only be performed only by service personnel). People remaining in the sauna declare by the same that they are fit and healthy to use that kind of treatment and bear sole responsibility for their health condition. Before entering the sauna, a bath with soap is obligatory in order to remove all cosmetics and contamination from the body, also take off all metal jewellery in order to avoid burns. No wearing of glasses and contact lenses are allowed and only sauna wearing(cotton clothing) is allowed. The users of the sauna are obliged to keep the order and cleanliness of the sauna. In the sauna, it is forbidden to:

Enter the sauna fully clothed or in shoes
Perform cosmetic routines
Make noise or to talk loudly
Bring in dishes, food or any other objects
Bring in alcohol,
Behave in an indecent way, or in any other way commonly regarded as obscene or insulting
Smoke
Destroy or damage the equipment

Persons violating the order or the provisions of these rules and regulations shall be removed from the Hotel Resort with no right to reimbursement. Using the sauna is equivalent with making oneself familiar with and acceptance of all the above provisions of rules and regulations.

Airport Transportation
The hotel resort provides airport transportation to and from Kuching International Airport. Prices are RM120 per transfer for 2 person. Advance bookings are required. Guests must notify the hotel resort earlier should there been a flight delay as the hotel resort won’t wait for more than 30 minutes.

Wildlife
The hotel resort recognizes its responsibility to respect the environment and is committed to preserve the natural habitat of wildlife. Therefore, guests are advised to be aware of wildlife in/at/surrounding the hotel resort area.

Private Dining
The recommended time for Private Dining is between 5:00PM to 5:30PM, and is only available for two (2) person. The price for the Private Dining does not include the room rates.

This is by no means an exhaustive list of general policies upheld by The Culvert Hotel Resort Kuching. Should you require any clarification on terms not stated here, please contact us directly. The Hotel Resort reserves the right to add to, alter or amend any of the above terms, conditions and rules and when it deems necessary.

BYO Food or Drink

Any BYO food or drink shall be charged a Corkage Fee of RM50per person per meal.

No external cooking utilities, utensils or instruments shall be brought into the property to ensure safety of other guest.

Events Beyond The Culvert’s Control

Part of our resort’s policy
The resort will not accept liability or pay any compensations where the performance of its contractual obligations is prevented or affected in whole or in part, by events or occurrences beyond the control of the Property. These includes, without limitation, threat of war, government action, terrorist activity, adverse weather condition, natural or industrial disaster, fire and explosions, floods, riot, civil disobedience or strife

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