1. You warrant that you are 18 years of age or over and have legal capacity to use the Site and to create a legally binding contract.
  2. You warrant that all personal information submitted during accommodation booking is correct and you accept financial responsibility for all transactions made under your name or account.
  3. All online bookings are to be made through www.hotelsempurna.com or www.sempurna-international.com.
  4. Online bookings are dealt with by the hotel's affiliate, Sempurna International through their representative offices in Singapore and Indonesia.
  5. To make a booking you must be authorised to make the booking by all persons named on the booking and their parent or guardian for all party members who are under 18 when the booking is made. By making the booking, you are confirming that all persons named on the booking accept the terms and conditions herein and that you will inform the other persons named on the booking of the confirmation details and any other appropriate information. By making the booking you also become responsible for making all payments due under the booking.
  6. You warrant that you are responsible for the suitability of the accommodation booked (see Clause 12 below).
  7. The room rates quoted are on per room per night basis and are nett in Malaysia Ringgit (RM), inclusive of taxes and service charges. Hotel Sempurna and its affiliates reserve the right to utilize the appropriate exchange rates as it deems fit where payment is made in a different currency.
  8. Additional charges may apply during high/festive seasons. This will be advised to you when availability is confirmed for your booking.
  9. Room rates are net and may change without prior notice. Breakfast is included (non-vegetarian, rotating menu).
  10. Booking must be made minimum THREE (3) days before arrival date.
  12. IMPORTANT : Hotel Policy strongly stipulates that the maximum occupancy per room is 2 adults for their Standard, Superior and Deluxe rooms and 3 adults or 2 adults plus 1 child for Family Room and some Deluxe Rooms (with additional mattress). An additional mattress may be supplemented in the Family Room and in some Deluxe Rooms at an additional charge. Failure to comply with this at time of check-in may result in additional charges being incurred or the hotel refusing to accommodate you and the cancellation policy (see Clause 21 below) shall apply.
  13. Check in time is 1400hrs (2pm) and Check out time is 1200hrs (12pm). Early check-in/late check-out is subject to availability and by prior arrangement (additional charges may apply).
  14. Charges for booking extra nights' accommodation after your arrival will be at the rate advertised at the hotel at the time of such booking.
  15. It is unlikely that we will change or cancel your booking once it is confirmed. If we do make changes then we will inform you as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct errors in your booking details at any time without being liable to you.
  16. PAYMENT FOR YOUR ACCOMMODATION WILL HAVE TO BE MADE on or before the date specified in the Booking Details Form and/or email sent to you.
  17. Payment is by way of bank transfer in Malaysia, Singapore and Indonesia into the accounts specified in the Booking Details form or as specified in the email sent to you.
  18. Payment can also be made via credit/debit card (Paypal) where applicable. This is subject to Paypal accepting your card for processing. A processing fee of 3% of the total cost of your accommodation may be imposed. This processing fee will NOT be refunded in case of any cancellation or amendment to your stay.
  19. Any changes to your reservation must be made through Sempurna International. This applies to change of dates, early check out, delay of arrival or cancellation in full or in part. Any problems or questions on your reservation prior to arrival or during your stay at the hotel should be directed to us. We must be notified of all amendments/cancellations by email within our normal office hours from 09:00-17:00 (GMT+8), Mondays to Fridays (excluding Sundays and Public Holidays). Emails received outside of these hours will be dealt with the next working day.
  20. Failure to arrive at your hotel or accept the accommodation as booked upon arrival will be treated as a late cancellation and will incur a minimum cancellation fee of one (1) night, or more, per room and the cancellation fee policy (see Clause 21 below) will be imposed.
  21. CANCELLATION POLICY/FEE : Please note that once your booking is confirmed and a Hotel Voucher and/or a booking confirmation number has been issued, refusing to take the accommodation as booked upon arrival, shortening your stay, cancelling your booking or cancelling the remaining unused portion of your accommodation will incur a processing fee of 8% of the total cost of your accommodation or one night’s room rate per room (whichever is greater). Unused nights MAY NOT be refunded.
  22. Notification of cancellations must be received via email to refunds@sempurna-international at least SEVEN (07) days prior to date of your arrival. Any cancellations received after the cancellation due date specified (including requests made within this period) will not be entitled to a refund.
  23. IMPORTANT : No refunds will be given for confirmed bookings during high seasons, Malaysian public holidays and festive seasons.
  24. Pursuant to Clauses 21 and 22 above, if you qualify for a refund and a discount and/or waiver had been given to you when you made payment and/or your Hotel Voucher was issued, we have the right to charge the full room rate (without discount) and reinstate the waiver if you cancel your booking or shorten your stay at the hotel when making the refund.
  25. Refunds will in most cases be refunded within five (5) working days of receiving the request nett of any penalty charge applicable and any applicable fees/charges will be deducted from the amount refunded.
  26. If you paid by credit card, please note that some credit card companies may take up to 10 days (or longer) to process your refund.
  27. To protect you, any refund will be processed to the credit card used during the transaction.
  28. We do not accept liability in any circumstances where any death, injury, illness or other loss or damage has been caused by a third party unconnected with the services or facilities set out on your Booking Confirmation email.
  29. We do not accept liability where any form of loss or damage (whether by reason of death, injury, illness or otherwise) is due to your own fault (or contributed by you in any way) or that of any party named on your confirmation email, or for any such loss caused by unusual or unforeseeable circumstances beyond our control the consequences of which could not have been avoided even if all due care had been exercised or where any loss or damage is due to an event which we could not have either foreseen or forestalled.
  30. We have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
  31. We reserve the right to make changes to the terms and conditions herein without prior notice.

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