Hotel Reservation TERMS & CONDITIONS

• Rates shown on the Website are charged on a per room, per night basis. 
• Depending on the package which is being offered on the Website, rates stated in the Website may be inclusive or exclusive meals or add-ons.
• Room rates and details are correct at the time of publication and are subject to change without notice.
• We reserve the right to correct the errors in posted or confirmed rates, as soon as we notice of the error.
• A minimum length of stay, cancellation charge, and other conditions may apply, as specified.
• Black-out dates may apply.

Sales & Service Tax

• Rates shown are subject to 8% Sales & Service Tax.
• Taxes, levies or charges are subject to change in accordance with the Malaysian Government legislation.

Tourism Tax

• Under the Tourism Tax Act 2017, a charge of MYR 10 per room per night will be levied on tourist(s) and non-resident guest(s). Malaysian citizens and permanent residents with MyPR cards are exempted from the payment of Tourism Tax.
• From 1 January 2023, Tourism Tax will be collected at check-in (payable by cash or credit card) for website direct bookings.; For third-party platform bookings, Tourism Tax will be collected by the respective platforms (prepaid bookings) or collected by the Hotel at check-in (pay later bookings).
• Room rates DO NOT include Tourism Tax. 

Note: If you are using your credit card to guarantee your room reservation, the Hotel may hold an amount on the credit card prior to arrival. For non-refundable bookings, prepayment will be charged to your card prior to your arrival.

• Bookings are accepted subject to room availability.
• At all times during the booking process, you will be advised to ensure the accuracy of booking details (guest information, stay dates, room types, room rates, number of guest(s), arrival/departure date). We will not be responsible or liable for errors in booking details.
• No booking shall be treated as confirmed until the details and payment/deposit has been provided.
• Once your booking has been successfully completed, a Booking Confirmation with details will be sent to the email address provided by you. Please contact us if you do not receive your Booking Confirmation(s) within 24 hours from the time of booking.
• Any changes to the arrival date, departure date, or room type of reservation is subject to the Hotel's availability at the time the change is requested and may result in a possible rate change.

Group Bookings

• For reservations of 10 rooms and above, please email sales@hrhdesaru.com

Third-Party Booking Sources

• In the case of any changes made through a third-party (online platforms or travel agency), we recommend you to first contact the source of booking for assistance. This applies to change of dates, extension of stay, early check-out, delay of arrival or cancellation in full or in part.
• The Hotel is NOT authorized to cancel and unable to provide refunds for any third-party reservations.

• The total number of occupants in a room, including children, shall not exceed the maximum number of occupants permitted for the respective room types:
  • King Bed Room: two (2) adults + one (1) child
  • Double Beds Room: two (2) adults + two (2) children
  • Accessible Room: one (1) King-size bed and facilities to accommodate a person who uses a wheelchair. The maximum occupancy is two (2) persons.
• If you have any questions or clarifications regarding our Maximum Occupancy Policy, we are happy to explain in detail. We reserve the right to refuse entry to any additional guest exceeding the maximum occupancy allowed for that room type.

• A rollaway bed for the third occupant is available for King-bed Rooms only:
    Superior King & Deluxe King Rooms: MYR 190+ per room per night, including breakfast for one (1) person. 
    Rock Royalty^® King Room & Suite Rooms: MYR 290+ per room per night, including breakfast and Rock Royalty^® Lounge access & benefits for one (1) person.
• Each room can only accommodate one (1) rollaway bed OR one (1) baby cot.

Wheelchair-accessible Rooms

• We have limited wheelchair-accessible rooms. If required, please request at the time of booking to ensure the room is available during your stay period.

Connecting Rooms / Adjoining Rooms

• Connecting or adjoining room is available upon request; please specify your requirements at the time of booking. Any guests may request for connecting or adjoining room, but these requests are not guaranteed and are based on availability.

Stay Policy

• We allow one (1) child/infant to stay for free when sharing the existing bedding. Charges for child breakfast is applicable for the additional child age 6 - 12.
• Guests age 13 and above (at the date of check-in) are considered adult by the Hotel.
• An infant is counted as one (1) child in regards to the maximum capacity count of any given room.
• Baby cots are complimentary upon request and subject to availability.
• Every child, along with their age, must be mentioned on the reservation.

Child Meal Plan

• Child age 0 - 5: Free of charge for buffet meals or kids’ menu a la carte meals when accompanied by a paying adult.
• Child age 6 - 12: 50% discount on buffet meals or adult ala-carte options. The kids' menu is priced accordingly and not discounted.

All rates shown and all transactions conducted at the Hotel are in our official currency, Ringgit Malaysia (MYR), and subject to prevailing exchange rate and applicable taxes.

Credit Card Pre-Authorisation

• A valid credit card is required to secure your reservation.
• If you are using your credit card to guarantee your room reservation, we may hold an amount on your credit card before the arrival date.
• We accept payment by Visa, Mastercard, American Express, JCB credit cards. China Union Pay, Debit Cards are accepted. A payment process fee may apply.
• Exchange rates are applicable at the time of reservation but are subject to currency fluctuations, and billing will be at the prevailing exchange rate.

Advanced Purchase / Offers & Promotions

• All rooms booked on Advance Purchase Rate or Offer & Promotion Rate are non-refundable.
• Pre-payment is required, the full amount indicated on the booking confirmation will be charged upon reservation.

Festive Stays

• A 50% deposit is required at time of booking for the Festive Season.
• Booking cancellation is subject to our cancellation policy.

Incidental Charges

• For all reservations, we require a deposit for incidental charges upon check-in.
• Deposit may be placed in cash or on a credit card at check-in. For deposit using a credit card, pre-authorisation is required.
• Any unused amounts will be released at the time of check-out. Thereafter, the processing time for amount to be released by the merchant bank varies with different card issuers.

• The cancellation policy varies according to the rate/package booked. Please refer to the description given at booking or contact us for clarification.
• Cancellation more than 3 days before arrival: Free cancellation.
• Cancellation within 3 days before arrival: First-night room and tax will be charged and NO refund.
• Non-arrival on the day (No-Show): The booking will be cancelled and in accordance with Hotel cancellation policy, NO refunds will be made to the guest and full amount (including any applicable prevailing Government tax) will be charged to the credit card provided upon reservation.

Advanced Purchase

• Advance Purchase reservations cannot be changed, are prepaid and non-refundable.
• If cancellation or change of reservation takes place, total room charge plus tax will be forfeited.

Third-Party Booking Sources

• In the case of any changes made through a third-party (online platforms or travel agency), we recommend you to first contact the source of booking for assistance. This applies to change of dates, extension of stay, early check-out, delay of arrival or cancellation in full or in part.
• The Hotel is NOT authorized to cancel and unable to provide refunds for any third-party reservations.

Check-in

• Check-in time is from 4:00pm.
• You must be 18 years or older with valid Government-issued identification or passport is required at check-in.
• Parents or a legal guardian must accompany guests under the age of 18. We reserve the right to check for photo identification.
• Rooms may not be available until the designated check-in time.

Check-out

• Check-out time is by 11:00am. Any request for late check-out is subject to the Hotel occupancy.
• In case of check-out beyond the stipulated time, we reserve the right to charge an additional one (1) night’s stay at the prevailing room rate without prior notice.