Reservations & Payment

1. Full payment of the total accommodation charges, including all applicable taxes and fees stated at the time of booking, is required to secure a reservation unless otherwise specified under the applicable rate plan, promotion or corporate agreement.
2. Upon successful confirmation of the reservation, a Reservation Confirmation will be issued by email or through the booking channel used. Guests are responsible for reviewing all reservation details, including stay dates, room type, number of guests, rates, inclusions and cancellation conditions.
3. Any discrepancy or amendment request should be communicated to the Hotel as soon as possible. All amendments are subject to availability, applicable rate differences and the terms and conditions of the original rate plan.
4. A reservation is only considered confirmed once the Hotel has issued a valid reservation confirmation.

Cancellation, Amendment & No-Show

1. All reservations are governed by the cancellation and amendment conditions attached to the selected rate plan.
2. By confirming a reservation, the guest acknowledges and accepts the applicable cancellation, amendment, no-show and payment conditions.
3. Promotional, discounted and non-refundable rates may carry more restrictive cancellation and amendment conditions. Where such conditions apply, they shall take precedence over the Hotel’s general reservation terms.
4. Failure to arrive on the confirmed check-in date without prior notification may be treated as a no-show. Applicable no-show charges shall be imposed in accordance with the selected rate plan.
5. No refund or reduction in charges shall be provided for early departure or unutilised nights unless otherwise expressly agreed by the Hotel.

Check-In Requirements

1. All guests are required to present valid government-issued photo identification or passport upon check-in.
2. The name on the reservation should correspond with the guest checking in. The Hotel reserves the right to request additional verification for reservations made on behalf of another person or paid using a third-party payment method.
3. The Hotel reserves the right to refuse check-in where satisfactory identification, payment verification or other required documentation cannot be provided.
4. Guests below the minimum age permitted by the Hotel may only check in when accompanied by a parent, legal guardian or responsible adult, subject to applicable laws and Hotel policy.

Security Deposit

1. A refundable security deposit may be collected upon check-in to cover incidental charges, damage, excessive cleaning, missing items or other amounts incurred during the stay.
2. Any balance remaining after the deduction of applicable charges will be refunded in accordance with the Hotel’s prevailing refund procedures and the processing timelines of the relevant bank or payment provider.
3. The Hotel reserves the right to charge the guest for any damage, loss or excessive cleaning attributable to the guest or occupants of the room.

Occupancy & Room Use

1. Room occupancy shall not exceed the maximum number of registered occupants permitted for the applicable room type, additional charges may apply should the maximum occupancy be exceeded.
2. Rooms may only be used for lawful accommodation purposes. Parties, events, commercial activities, filming, photography for commercial purposes or other activities beyond normal accommodation use require prior written approval from Hotel Management.
3. The Hotel reserves the right to terminate a stay without refund where guests engage in unlawful activity, create excessive disturbance, endanger other persons or property, or materially breach Hotel rules.

Smoking

1. Smoking and vaping are prohibited in all rooms and only limited to the designated smoking areas.
2. Where evidence of smoking or vaping is found, an additional cleaning or deodorising charge may be imposed.

Pets

Pets are not permitted within Acappella Suite Hotel & Residences, except where required under applicable law or expressly approved by Hotel Management.

Fraud, Errors & Reservation Irregularities

The Hotel reserves the right to cancel, suspend or modify any reservation where there is reasonable evidence of:

• fraudulent, abusive or inappropriate activity;
• unauthorised use of a payment method;
• misuse of promotional rates or discount codes;
• an obvious pricing, system, inventory or typographical error; or
• circumstances where the reservation could not reasonably have been intended or accepted on the terms displayed.

Where practicable, the Hotel will contact the guest before cancelling or modifying the reservation.

Room Allocation & Availability

Specific room numbers, floors, views, bedding configurations and other preferences are subject to availability and cannot be guaranteed unless expressly confirmed by the Hotel.

The Hotel reserves the right, where operationally necessary, to allocate an alternative room of an equivalent or higher category.

Government Taxes, Fees & Charges

1. Accommodation and other taxable services are subject to the prevailing taxes prescribed by the Government of Malaysia, including applicable Sales and Service Tax (SST). The Hotel reserves the right to adjust the amount charged should any applicable tax rate or statutory requirement change.
2. Tourism Tax is currently imposed at RM10.00 per room per night on tourists who are liable for the tax under Malaysian law.

Where Tourism Tax has already been collected by a registered digital booking platform, the guest may be required to provide satisfactory proof of payment to avoid duplicate collection.

3. The Selangor Sustainability Fee of RM 5.00 per room per night is payable as required by the Selangor State Government.
4. Government taxes, tourism taxes, sustainability fees and other statutory charges are subject to change without prior notice where required by the relevant authorities.
5. Any exemption from a government-imposed tax or fee shall only apply where the guest satisfies the eligibility requirements prescribed by the relevant authority and provides any supporting documentation reasonably required by the Hotel.

Third-Party Reservations

Reservations made through online travel agents, travel agents, corporate booking platforms or other third parties may also be subject to the terms and conditions imposed by the relevant booking provider.

Where payment, amendment, cancellation or refund is controlled by the third-party booking provider, the guest may be required to contact that provider directly.

Force Majeure

The Hotel shall not be liable for failure or delay in providing accommodation or services arising from circumstances beyond its reasonable control, including but not limited to natural disasters, fire, flood, epidemic or pandemic restrictions, government directives, civil disturbance, utility failure or other events of force majeure.

Where such circumstances arise, the Hotel will make reasonable efforts to provide an appropriate alternative arrangement where practicable.

General

1. These Terms & Conditions should be read together with the specific rate plan, cancellation policy, promotion conditions and Hotel policies applicable to the reservation.
2. In the event of inconsistency, the specific conditions attached to the booked rate or promotion shall prevail in relation to that reservation.
3. The Hotel reserves the right to revise these Terms & Conditions from time to time to reflect changes in Hotel operations, applicable laws, government taxes, fees or regulatory requirements.