Terms of Service, House Rules & Guest Policies

a) Guests must read and understand these policies before making a reservation.

b) Bookings and payments must be made through the resort's official website or another channel expressly authorised by management.

c) A booking is confirmed only after full payment has been successfully received and a booking ID has been issued.

d) The Lead Guest must provide accurate personal, contact and occupancy information. Management must be informed promptly if any information changes.

e) Before payment, guests must ensure that the selected chalet type is suitable for the total number and type of occupants.

f) The booking confirmation, booking ID and payment record should be retained and presented when requested.

g) Bookings may not be transferred, resold or assigned to another person without prior written approval from management.

h) Special requests, including early check-in, accessibility assistance, adjoining rooms or specific chalet locations, are subject to availability and are not guaranteed unless confirmed in writing.

i) Guests should disclose any mobility, medical or accessibility requirement before booking so that management can explain whether the available facilities are suitable. Management cannot guarantee facilities or assistance that were not confirmed in writing.

a) Cancellation and amendment requests must be submitted through the official booking or contact channel and are effective only after management acknowledges them.

b) Promotional, discounted or package bookings are non-refundable unless the written offer states otherwise or a refund is required by applicable law.

c) A request to change the booking date must be made at least 72 hours before the original check-in time.

d) A date change is subject to availability. If the new date has a higher rate, the guest must pay the difference before the change is confirmed.

e) A guest who changes the booking date and later cancels will receive no more than 50% of the Booking Fee, even when the later cancellation is made more than 72 hours before the new check-in date.

f) A booking is treated as a no-show when the guest does not arrive by 7:00 PM and has not obtained written approval for late arrival, or does not arrive by an agreed late-arrival time.

g) If a guest voluntarily checks out early, unused nights are non-refundable unless management agrees otherwise in writing or a refund is required by applicable law.

h) Approved booking refunds will be initiated within 7 business days through the original payment method where possible. Bank or payment-provider processing times may take longer.

a) Check-in begins at 3:00 PM. Early check-in is subject to chalet availability and prior written approval.

b) All occupants must be registered at reception before entering or using a chalet.

c) The Lead Guest must present the booking ID and a valid identity card or passport at registration.

d) A refundable security deposit of RM50 is required at check-in. The deposit may be withheld or deducted for policy breaches, damage, loss, excessive cleaning or other chargeable matters.

e) If the required security deposit is not paid, check-in will not proceed and the Booking Fee will not be refunded.

f) Reception closes at 7:00 PM. Guests expecting to arrive later must provide an estimated arrival time and receive confirmation from management before reception closes.

g) Guests may not change confirmed check-in or check-out arrangements without management approval.

h) Management may refuse check-in or end a stay without refund where a guest provides false information, refuses to register, exceeds capacity, fails to pay required charges, seriously breaches these policies, or poses a safety, security or nuisance risk.

i) Management or authorised staff may enter a chalet with the guest's permission, after reasonable notice for inspection or maintenance, or without prior notice where there is an emergency, suspected serious policy breach, safety concern, water leak, fire risk or urgent need to prevent damage.

a) Maximum occupancy includes adults, children and infants unless management confirms otherwise in writing.

b) Only registered occupants may stay overnight. Management may refuse entry to unregistered persons or require excess occupants to leave immediately.

c) Day visitors require prior approval, must register when requested, may be subject to a fee, and must leave no later than 11:00 PM unless management approves a different time.

d) Non-staying, camping or day-trip guests may not use chalet toilets, showers, beds or other chalet facilities without prior approval.

e) Concealing additional occupants or allowing unauthorised visitors may result in additional charges, immediate forfeiture of the security deposit, termination of the stay and removal of excess occupants.

f) Parties, gatherings, events, commercial activities, sales activities or organised functions are prohibited unless management gives prior written approval and all stated conditions are followed.

a) Guests must behave respectfully and must not disturb residents, other guests or staff.

b) Shoes and slippers must not be worn or brought inside the chalet room. Footwear must be left in the designated area.

c) Cooking inside a chalet is strictly prohibited. Barbecue equipment may only be used in a designated area with management approval.

d) Candles, incense, fireworks, portable gas stoves, charcoal burners and all other open flames are strictly prohibited inside chalets and on balconies.

e) Smoking, vaping and the use of electronic cigarettes are strictly prohibited inside chalets.

f) Illegal drugs, dangerous weapons, gambling, violence, harassment, disorderly conduct, excessive intoxication and any illegal activity are strictly prohibited.

g) Quiet hours are from 11:00 PM to 7:00 AM. Music, televisions, conversations and vehicle noise must remain at a reasonable level at all other times.

h) Pets are not permitted inside chalets unless management gives prior written approval.

i) Furniture, mattresses, fixtures and electrical equipment must not be moved, dismantled or used outside their intended purpose without approval.

j) Confetti, glitter, nails, screws, strong adhesive tape, wall stickers and decorations that may stain or damage surfaces are prohibited.

k) Clothes, towels and other items must not be hung on balcony railings, windows or exterior walls.

l) Rubbish must be placed in the designated bins. Littering, dumping waste, damaging plants, disturbing wildlife or removing natural items from the beach or resort grounds is prohibited.

m) Guests must not record, photograph or film other guests or staff in a manner that invades privacy, causes harassment or takes place in toilets, changing areas or other private spaces.

n) A serious breach may be reported to the relevant authorities and may result in immediate removal without refund, forfeiture of the security deposit and legal action where appropriate.

a) Guests must take reasonable care of the chalet, furniture, linen, equipment, keys and all resort property.

b) Guests are responsible for damage, loss or destruction caused intentionally, negligently, accidentally through misuse, or by any occupant or approved visitor connected with their booking.

c) Normal wear and tear will not be charged. Cleaning, repair, restoration, replacement, labour, transport and reasonable administrative costs caused by a guest may be charged.

d) An additional cleaning charge of RM50 applies when cleaning beyond normal housekeeping is required because of excessive stains, spills, food waste, sand, dirt, rubbish or misuse.

e) A charge of RM40 applies where sand or dirt caused by footwear scratches or dulls the painted floor surface.

f) Special cleaning for stained linen, mattress covers, comforter covers or towels is RM20 per item. Permanently stained, damaged or missing items are charged at actual replacement cost.

g) Smoking inside a chalet results in immediate forfeiture of the security deposit and an additional RM300 penalty. Guests may also be required to vacate immediately.

h) If total charges exceed the security deposit, the Lead Guest must pay the remaining balance upon request. Management will provide a reasonable explanation or itemised list of deductions.

a) Each chalet is cleaned, inspected and prepared before check-in.

b) Daily housekeeping is not included during the stay so that guests have greater privacy and fewer disturbances.

c) Guests are responsible for keeping the chalet reasonably clean and tidy during their stay.

d) Fresh towels, toiletries or additional amenities may be requested but are subject to availability and may involve additional charges.

e) Guests must report damage, leaks, electrical faults, air-conditioner problems, pests or unsafe conditions as soon as they are discovered. Guests must not attempt unauthorised repairs.

f) Housekeeping or maintenance staff may enter with permission, after reasonable notice, during an emergency, for urgent maintenance or safety reasons, or after check-out.

g) Management is not responsible for a problem becoming worse when the guest failed to report it promptly or continued using damaged equipment after noticing a defect.

a) Smoking, cooking, open flames, fireworks and barbecue equipment are prohibited inside chalets.

b) Electrical sockets must not be overloaded. Damaged appliances, unauthorized extension wiring and high-powered cooking appliances must not be used.

c) Emergency exits, corridors, doors and access routes must remain clear at all times.

d) Guests should identify the nearest safe exit, fire extinguisher, alarm point and designated assembly area upon arrival.

e) Fire alarms, extinguishers, emergency lights and other safety equipment must not be covered, moved, damaged or tampered with.

f) If a fire, serious injury, drowning risk or other life-threatening emergency occurs: stay calm and move away from immediate danger; call Malaysia Emergency Response Services at 999; notify management as soon as it is safe to do so; use the nearest safe exit and proceed to the designated assembly area; do not use unsafe routes, return for belongings or re-enter until authorized by management or emergency personnel; assist children and vulnerable persons only when it is safe and do not place yourself in further danger.

g) A guest who intentionally or negligently causes a fire, tampers with safety equipment or disregards emergency instructions is responsible for resulting losses and may be removed without refund.

h) Management may report an incident to the authorities, seek compensation and take legal action where appropriate.

a) Electricity, water, internet, mobile coverage and other services may be interrupted by utility-provider failures, maintenance, severe weather or circumstances beyond the resort's reasonable control.

b) The resort does not currently operate a standby generator. A power interruption may also affect the water supply because the pump system relies on electricity.

c) Management will take reasonable steps to restore normal operations and provide updates when reliable information is available.

d) Except where required by law or expressly stated below, the resort is not responsible for inconvenience, loss or disruption caused by circumstances beyond its reasonable control.

e) If both electricity and water remain continuously unavailable for more than 4 consecutive hours, the guest will receive a refund equal to 20% of the total Booking Fee.

f) The 20% refund is the stated compensation for that interruption unless management agrees otherwise or additional compensation is required by law.

g) Guests may shorten their stay or check out early during a prolonged interruption, but any additional refund remains subject to this policy, management approval and applicable law.

a) A beach environment involves natural risks, including changing tides, waves, slippery surfaces, deep water, sharp objects, insects, animals, falling branches and sudden weather changes.

b) Guests must obey safety signs, barriers, warnings and instructions issued by management or public authorities.

c) Guests must not enter the sea or restricted outdoor areas during thunderstorms, strong winds, rough conditions, flooding, poor visibility, at night, or whenever management advises that conditions are unsafe.

d) Swimming, beach use and outdoor activities are undertaken at the guest's own risk. Guests must assess their ability, health and the conditions before participating.

e) Children and vulnerable persons must be supervised by a responsible adult at all times, especially near the beach, water, roads, steps and balconies.

f) Management may temporarily close the beach access, outdoor facilities or any unsafe area without prior notice when necessary for safety, weather, maintenance or official instructions.

g) Guests must not feed, touch, capture or disturb wildlife and must not remove coral, shells, plants or other protected or natural items where removal is prohibited.

a) Parents and legal guardians are fully responsible for the supervision, behavior and safety of children and vulnerable persons in their care.

b) Children must not be left alone in a chalet, vehicle, on a balcony, near the beach or in any area where there is a foreseeable safety risk.

c) Resort staff do not provide childcare, lifeguard supervision, nursing care or medical treatment unless expressly stated in writing.

d) Guests should bring all necessary medication, mobility equipment and personal medical supplies.

e) In an emergency, management will make reasonable efforts to contact emergency services and assist. Medical, transport, evacuation and related expenses remain the guest's responsibility unless the law provides otherwise.

a) Vehicles must be parked only in designated areas and must not block entrances, roads, emergency access routes or other vehicles.

b) Guests must drive slowly and carefully through the resort and the surrounding residential area and must follow signs and management instructions.

c) Vehicles and their contents are parked at the owner's risk. Guests should lock their vehicles and avoid leaving valuables visible.

d) The resort is not responsible for theft, loss or damage to a vehicle except to the extent that liability cannot lawfully be excluded.

e) Unauthorised vehicle repairs, fuel storage, dangerous driving and vehicle access into chalet or guest-only pedestrian areas are prohibited.

a) Guests should check the chalet carefully and remove all belongings before departure.

b) Found items should be reported to management. Guests claiming an item may be asked to provide identification and a clear description.

c) Non-perishable items will normally be kept for up to 30 days after check-out. After that period, unclaimed items may be disposed of, donated or handled as management considers appropriate.

d) Perishable, unhygienic, hazardous, illegal or low-value items may be disposed of immediately.

e) Collection or delivery of a found item is at the owner's cost and risk. The resort is not responsible for loss or damage occurring during third-party delivery.

a) The resort may collect and process personal information needed for reservations, identity verification, payment, communication, guest service, safety, security, legal compliance and handling complaints or incidents.

b) Personal data will be handled in accordance with the resort's privacy notice and applicable Malaysian personal data protection requirements.

c) Information may be shared with payment providers, booking-system providers, professional advisers, emergency services or public authorities where reasonably necessary, authorised or required by law.

d) Where CCTV is installed, clear notices will be displayed. CCTV footage is used primarily for safety, security, incident investigation and protection of property.

e) A guest's photograph or video will not be used for advertising or promotional publication solely because the guest checked in. Separate consent should be obtained where a person is clearly identifiable, and a guest may decline promotional photography.

f) Guests should not submit another person's personal information unless they are authorised to do so and have informed that person how the information will be used.

a) A guest should report any cleanliness, maintenance, safety, service or conduct issue as soon as possible during the stay so that management has a reasonable opportunity to investigate and correct it.

b) Serious accidents, injuries, thefts, property damage, threats, harassment or suspected illegal activity must be reported immediately.

c) A written complaint after departure should be submitted through the official contact channel within 7 days of check-out and should include the booking ID, date, clear explanation and any relevant photographs or evidence.

d) Management will review the available information and respond within a reasonable time. Complex matters may require additional investigation.

e) Guests must communicate respectfully. Threats, harassment, abusive language or violence toward staff, residents or other guests may result in refusal of service or immediate termination of the stay.

a) Check-out time is 12:00 PM.

b) Guests must vacate the chalet and return all keys to reception before check-out time.

c) Late check-out requires prior approval and is subject to availability.

d) Approved or unapproved late check-out is charged at RM25 for the first hour and RM25 for each subsequent hour. A delay that affects the next booking may result in additional reasonable charges.

e) Before leaving, guests must remove all personal belongings, switch off lights, air-conditioning units and electrical appliances, close water taps, and place rubbish in designated bins.

f) Management may inspect the chalet after check-out. Missing items, damage, policy breaches or excessive cleaning may result in deductions or additional charges.

g) Leaving without completing check-out does not prevent management from carrying out an inspection or claiming amounts owed.

a) The security deposit is refundable after check-out and completion of the chalet inspection.

b) Management may temporarily withhold the deposit until the inspection is completed.

c) If a deduction is made, the guest will be informed of the reason and amount. Any remaining balance will be refunded.

d) Guests are encouraged to remain near reception until the inspection is completed so that an eligible cash refund can be made immediately.

e) A cash deposit may be collected at reception after inspection. An eligible refund by online transfer will be processed within 24 hours.

f) Where charges exceed the deposit, the outstanding amount remains payable by the Lead Guest.

g) A guest who disputes a deduction should contact management promptly and provide relevant evidence. A dispute does not remove the obligation to pay an amount that is reasonably supported.

a) Events beyond the resort's reasonable control may include severe weather, flood, fire, epidemic, government direction, road closure, civil disturbance, public-utility failure, natural disaster or another event that prevents or materially affects normal operations.

b) During such an event, management may close facilities, restrict access, relocate guests, change operating hours, suspend services or cancel a booking when reasonably necessary for safety or operations.

c) Where the resort is unable to provide the booked chalet, management may offer a comparable or better alternative, a date change, credit or refund, depending on the circumstances, availability and applicable law.

d) Management may update these policies. The version accepted at booking will normally apply, but immediate safety, legal or operational changes may take effect during a stay when reasonably necessary.

e) If any clause is found invalid or unenforceable, the remaining clauses continue to apply.

f) These policies are governed by the laws of Malaysia. Nothing in this document removes a consumer or guest right that cannot legally be excluded.

g) Management will exercise its rights and discretion reasonably, consistently and without unlawful discrimination.

a) Guests are responsible for their own safety, personal decisions and compliance with safety instructions, warning signs and these policies.

b) Guests are responsible for safeguarding cash, documents, devices, jewellery and other personal belongings. The resort is not responsible for loss, theft or damage except to the extent that liability cannot lawfully be excluded.

c) Guests accept the ordinary and inherent risks of staying near a beach and participating in recreational or outdoor activities, including slips, falls, drowning risk, weather, insects, animals and natural hazards.

d) To the fullest extent permitted by law, the resort is not liable for indirect or consequential loss, loss caused by a guest's negligence or policy breach, acts of unrelated third parties, or events beyond the resort's reasonable control.

e) Nothing in these policies excludes or limits liability that cannot legally be excluded or limited.

f) The Lead Guest is responsible for ensuring that all occupants and approved visitors understand and comply with these policies.

g) By completing a booking, registering or occupying a chalet, each guest confirms that these policies have been read, understood and accepted.