Frequent Ask Questions
**Please read thru the FAQs below , and
yet you still have not found the answer
to your questions please sent us your
email@example.com and we
will be glad to assist you.
Making a Reservation
How do I reserve my hotel
Making an online reservation is easy. Just complete
the reservation form making sure that you have
given us your e-mail address and a valid credit
card number, then send it us. As soon we receive
your request we will contact your chosen hotel
to confirm the reservation. It is our policy to
reply to all request within 24 hours.
Making a reservation through malaysiahotels.net.my
requires payment with a credit card.
Please read the hotel's Deposit and Cancellation
policy before making payment.
Do you have rooms available
at a XXX dates ?
Due to high volume of reservations, our consultants
are unable to do individual availability checks
for clients. We only perform hotel reservations.
To make a booking, you must submit a reservation
form and provide your credit card details.
I don't want to make a reservation
online, what can I do ?
You can :
-Reserve by fax :
You can send us a fax using our form at the following
numbers : +603-9133-4195
-Reservation by phone : (+603) 9133-2000 : Our
9.30 am. - 6.00 pm. (Mon-Fri)
9.30 am. - 01.00 pm. (Sat)
Our multilingual team is highly trained and skilled
to provide you the best service concerning your
reservation enquiries. Please make sure you have
all those following information, they will be
asked to you by our representatives :
Hotel(s), location, Country
Arrival and departure date
Number of adults and children
Any specific room preferences you may have
Your phone number, E-mail address
and/or fax number ( including country and area
Your full credit card information.
Can I make a reservation directly through the
The special rates listed are only available through
our service. If you would like to make a reservation
directly with the hotel you will need to contact
What if the hotel that I
selected is not available ?
You will be notified via an e-mail (within 24
hours after placing your order) and you will not
be charged. We will suggest you an alternative
What is the latest time
that I can make my reservation ?
Even if we accept all bookings that are made on
the check-in date, we can only guarantee bookings
made at least 2-working days (not including Sun
& Public holidays) before the check-in date
(if the hotel has not already been fully booked).
The earlier you book, the better chance you can
get a confirmed reservation.
How far ahead can I book? Can I book say 12 months
in advance ?
You can book say 12 months in advance, but please
ensure you remember you have made the reservation.
Note that you credit card will be charged when
you receive your email confirmation. If you booking
date is more than 1 month in advance, we will
charge a deposit equivalent to 1 room night payment.
Can I specify my room preferences
(preferred floor, non smoking room...) ?
Kindly insert your request in the "Special
Request Box" in the Reservation Form to insert
such requests and submit them to the hotel. The
hotel staff will do their best to accommodate
special requests. We cannot guarantee that your
requests will be granted as it is subject to the
hotel availability upon check-in time.
How do I make a reservation
for someone else ?
To complete a reservation for someone else, simply
type in his or her name instead of yours for guest
name. Use the billing address for the credit card
you are using as the address. Don't forget to
use your email address to receive your confirmation
What happens to my hotel booking if my flight
is delayed ?
Please inform directly the hotel as any additional
or no charge will only depend on the hotel policy.
What happens when I make a
Immediately after you submitted your reservation
(using our secure reservation form), you will receive
an auto-reply email within 10 seconds. This is to
acknowledge we have received your reservation. Kindly
check the reservation details in the auto-reply
email as the information you entered will be reflected
in the email.
What sort of acknowledgement
will I receive when I book a hotel room ?
After your reservation is confirmed by the hotel,
we will issue a Hotel Check-in Voucher and Payment
Receipt via email attachment. Kindly print the Hotel
Voucher and present to the hotel front desk officer
upon check-in. Please print the payment receipt
for your own record. Please do not present our receipt
to the hotel.
What is a CONFIRMATION VOUCHER
Once the room is confirmed, we will send you by
email a confirmation voucher detailing all the reservation
and price conditions. We invite you to make printout
of this voucher to be kept and presented at the
time of your check-in.
How do I know if my hotel
reservation is confirmed ?
We will send you a confirmation email after you
complete your reservation. This email will include
a voucher containing the dates and details of your
reservation . Note that the voucher attached to
the mail must to be kept until you arrive at the
Do I need to confirm my booking
with the hotel directly ?
No. The Confirmation Voucher printed from the confirmation
mail is all you need.
How long does it take to get a confirmation ?
Within 24-48 hours except for special cases (weekend,
public holidays, during fairs, high seasons...)
How do I check on my request for a lodging ?
If you do not receive our reply more than 48 hours,
kindly forward the auto-email you received to firstname.lastname@example.org,
we will check your booking status immediately..
What is your cancellation
policy for hotel reservations ?
1) If we receive your notification of cancellation
5 working days prior to check-in date (not including
Sat, Sun & Public holidays), there will be
no cancellation charge except for a bank credit
card processing fee of 5%
2) If notification of cancellation is received
on or after 5 working days (not including Sat,
Sun & Public holidays) prior to check-in date
OR we do not receive any cancellation notification,
a bank credit card processing fee of 5% PLUS one
night room charge will be levied
3) No Show will be 100% of the total invoice charged
- No Refund
Please call us your cancellation request by Headquarter
to (603) 9133-2000
Attention Reservation Dept. /malaysiahotels.net.my
What are the Credit Cards
Please note that refunds will be made in the form
of a credit to your card account.
All credit card refunds will be processed in a
timely manner. The refunds process is dependent
on your billing cycle with the credit card company.
Once the refund instructions leave our office
it can take anywhere from 15-45 working days for
the proceeds to arrive in your account.
Do children receive discounted
The policy regarding child reductions varies from
hotel to hotel. Where these discounts apply, they
are passed on to you. This can be verified on
the hotel booking detail screen where the booking
total is confirmed prior to payment being taken.
How much is charged for
children staying with their parents ?
Usually children under 12 years of age stay for
free in their parent's room using the existing
bedding. The age requirement differs depending
on the specific hotel's policy. This may be listed
on the Hotel Lodging page.
The general policy concerning the charging of
room an breakfast charges for children traveling
together with their parents or family is as follows.
Children more than 12 years of age: Any child
this age is considered an adult by the hotel industry.
Normal charges will apply both for the room and
The child supplements will apply to children between
the ages of 2-12 years (unless a different age
range is specified). They only apply in twin or
Child supplements will not be available if the
child age is not specified at the time of booking
and we will charge for three adults in a triple
room if this information is not supplied.
Free cots for babies are only suitable for children
under 2 years old.
Do hotels have minimum age
Please be aware that some hotels, foreign and
domestic, may have minimum age restrictions or
requirements when reserving a room. Please inquire
with the hotel directly.
How safe are my credit card
When you place orders or access your account information,
we offer the use of a secure server. The industry
standard security measures available through 128
Bits SSL (Secure Socket Layer) protects the confidentiality
and security of online transactions by encrypting
all information you input before it is sent to
us and the financial institution. The authentication
and encryption ensures that credit card information,
as well as personal information, submitted as
part of the buying process, cannot be read, altered
or intercepted en route. The encoded credit card
details provided will be transferred and decrypted
ONLY by the financial institution for their processing.
What do you do with my personal information?
We have the utmost respect for your privacy and
security. We never divulge any information in
our fully encrypted database account to anyone
without your consent. Once you enter the reservations
system to book a reservation, you are automatically
taken into a secure booking engine that guarantees
a safe and smooth transaction. We are very confident
about the Internet security provided by Netscape's
Secure Sockets Layer protocol (SSL). The security
features built into Netscape Navigator, Internet
Explorer, and AOL, protect your Internet communications
with: server authentication, privacy using encryption,
and data integrity.
Are the rates on your site
per person or per room per night ?
The quoted room rate is per room per night. The
rate will reflect the number of persons you entered
on the Search Form. It is for one person if you
selected one person and it's for two people if
you selected two people.
Are taxes and services charges
included in the rate ?
Yes. But it will be indicated by the quoted rate
if taxes and miscellaneous charges/fees are included.
In general, taxes and fees are included for "Special
Internet Rates" and are not included for
"Additional Rates." This is just a general
rule and you should carefully read all text associated
with any reservation.
Are the rates the same for
Please note that rates quoted are only available
for overseas guests and not permitted for local
residents and citizens. Therefore, the hotel shall
have the right to refuse OR reject the guests
upon check-in if the guests are found out to be
local residents and may be liable to pay a walk-in
rate supplement upon check-in.
What credit / debit cards are accepted ?
We currently accept the Visa, MasterCard
My credit card number is
correct, but it is not accepted. Why ?
There are a few possibilities:
Your card type is not accepted at the hotel.
The card expiration date precedes the reservation
You have reached your credit limit.
There is a computer error.
Why is the price different
to when I last checked ?
Apart from changes that may be made to reflect
market conditions, the prices are shown in the
currency requested by the user and these are subject
to currency fluctuations. Therefore there may
be slight variations in price on a daily basis
that will reflect any movement in the currency
exchange levels. Once a booking has been created
however, the currency exchange rate for that booking
is fixed as those at the booking creation date,
even if further items are added to the booking.
Most importantly, the prices include service charges,
local taxes and in many cases breakfast.
DISCLAIMER : Please note that the published
prices on malaysiahotels.net.my may change at
any time without notice.
When will I be charged ?
Once we have received your credit card details,
we simply check from our bank, in order to guarantee
/ secure your booking. Until the hotel accepts
your booking, no immediate charge is made. We
will charge your credit card in Ringgit Malaysia
for the hotel room only after having supplied
you with a confirmed reservation.
Is there any fee using our booking service ?
There is no charge to use our booking service
for room reservations and, in fact, you will usually
save a lot of money by booking at our special
rates (some up to 75% discount on walk in
How do I get to the hotel
All hotels on malaysiahotels.net.my have a report
that contains information relating to its location.
It is your own responsibility to arrange travel
to and from the hotel.
Is there a hotel shuttle
service to/from the airport ?
You can easily find different kinds of Limousine
Car Service at any airport. We do recommend you
to use this service since it is the cheapest which
is always available.
Many hotels offer shuttle service to and from
the airport. This may be listed on the Lodging
Information page. If it is offered, there may
be a charge by the hotel for this service but
it is often free for hotels close to the airport.
Besides, some hotels have their own transportation
service for additional transfer in the city.
parking available? Free parking? Long-term parking
Most hotels and vacation rentals offer free parking
to their guests, although some may charge. Long-term
parking is offered at the discretion of the property
(often in conjunction with park and fly rates).
This may be listed on the Lodging Information
What are the different room categories ?
Generally hotels tend to place their bedrooms
within four different categories :
The actual differences between the bedrooms varies
from one hotel to another, with executive being
the highest standard of room.
A single room is designed to accommodate one person
only. The room contains one single bed or twin
A double room is designed to accommodate two people
only. The room contains one queen bed or king
size bed or if not available a twin bed.
A twin room is also designed to accommodate two
people only. The room contains two single beds
or if not available a king size bed.
Family Rooms There are two main types of family
rooms, as follows :
A triple room is designed to accommodate three
people only. The room will contain either :
One queen and one single bed
Three single beds
Please specify which option you require when sending
your reservation form.
A quad room is designed to accommodate four people
only. The room will contain either :
Two queen beds
One queen and two single beds
Four single beds
Please specify which option you require when sending
your reservation form. We can also assist you
in seeking accommodation that can accommodate
more than four people in a room. Please specify
the number of people in your party when completing
your reservation request form.
Note that all kinds of room category are on request
and depend on room availability.
What is Hotel Rating form
We also encourage you to send us a note upon your
return from your trip and submit a Hotel Rating
Form for the hotel(s) you stayed at. Your Hotel's
Review will be shown at that hotel information
What are the check in and
check out times ?
Normal policy of hotels displayed on our web site
is for check in time from 2:00 PM (14:00 hrs.)
and the check out time before Noon (12:00 hrs.).
Is breakfast included ?
Yes, unless stated otherwise, all taxes and breakfast
are included in the price. Effectively this means
that the room rate quoted is the total price for
the room, and taxes or service charge will not
be added to your bill.
Can I have vegetarian food ?
Just select your preference on the special request
part of the reservation form.
Who do I contact if I need
You can call us at (+603) 9133-2000, we are available
Monday to Friday, 9:30a.m to 6 p.m (GMT+8).
Saturday : 9:30am to 1:oopm (GMT+8)
Our office is closed on Sundays and Eve &
Public Holidays in Malaysia.
What about the special discounts
Many of the participating hotels offer "Special
Internet Rates" to our users. These rates
offer substantial savings. Special Internet Rates
save you money. Because of the large number of
lodging reservations we process, we are able to
negotiate special rates with the properties directly.
These rates are lower in most cases than the normal
rates you could receive by contacting the property
simply because of our buying power. To secure
your reservation, we require up-front payment
with your credit card. This ensures you have a
room when you arrive so you are not "bumped"
Booking a room marked as a Special Internet Rate
gives you both savings and security. You can't
beat that! Thank you .
The Reservation Department of malaysiahotels.net.my