FAQ

Hotel Rooms

How can I see how much the hotel room costs?

There is a “Book Now” box located at the right top of the website, the screen will prompt to you the booking landing page where you may need to insert the number of persons, check-in and check-out date, available room type, package and rates. Kindly be informed that all rates shown are in NETT and inclusive of prevailing taxes.

What does the room rate include?

The room rate includes breakfast and entrance tickets to Japanese Village, Botanical Garden and Rabbit Park. Number of breakfast and tickets allocation depends on the room category reserved.

Guest Services

Do I get daily housekeeping services during my stay?

Yes, we carry out daily housekeeping services.

When is the check-in and check-out time?

Check-in time is from 3pm and check-out time is by 12 noon. Should you need to extend your stay or request for late check-out, kindly inform reception. Extension of stay is subject to room availability.

Is internet connection available at the resort?

Yes, our complimentary wireless internet connection is available to all our guest.

Does resort provide airport transfer?

Airport transfer is not available at this moment until further notice.

Payment

Are there any extra service fees/taxes to be paid?

A Sustainability Tax (Cukai Kelestarian) of MYR3 per room per night is imposed by the Pahang State Government and will be collected by the resort upon check in.

Reservations / Bookings

How do I know my reservation is confirmed?

You will be provided with a booking confirmation number in an email format sent to the corresponding email address you have provided.

What is my reservation number and what do I need it for?

In the event that you wish to change or cancel your reservation, you may do so online by quoting your reservation number.

Cancellation / Refund

Can I cancel or change my reservation?

Yes you may cancel your reservation and it is subject to the cancellation policy from your booking.

What is a “non-refundable” or “free-cancellation”?

Every room rate has a different policy set to it. A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation. Free cancellation means you can change or cancel your booking fee of penalty; if done within time period set. This is written in the room conditions and in your confirmation. (For example, “Cancel up to x days”, or “Cancel before dd/mm/yy”)

If you have any questions feel free to contact us!

Notice

Dear Valued Guests,

 

A Sustainability Tax (Cukai Kelestarian) of MYR3 per room per night is imposed by the Pahang State Government and will be collected by the resort upon check-in.

 

Malaysia has reopened borders to international travellers. From 1 August 2022, the Ministry of Health (MOH) has announced the relaxation of requirements for travellers to enter Malaysia. For more info, please refer to Updates for Travellers Entering Malaysia.

 

We have implemented cleanliness protocols and specific initiatives as part of our Clean & Safe Commitment to enhance safety and minimise risk for our guests and associates. We seek your kind cooperation in practising social distancing and complying with our safety measures during your stay.

 

Thank you and stay safe!

 

The Management

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