FAQ

Below, you will find a list of the questions most frequently asked by our guests.

Questions & Answers

 

Hotel Rooms
How can I see how much the hotel room costs?

Once you have entered your desired check-in date, number of nights and person in the booking box located at the center top of the website, the screen will prompt to you the available room type, package and rates. Kindly be informed that all rates shown are in NETT and inclusive of prevailing taxes

What does the room rate include?

The basic rate includes room and breakfast while the premium rate includes room and breakfast, complimentary lunch and afternoon tea, and free flow beverage including alcoholic beverage. We also have other packages that you may find in our Offer page

 

Guest Services

Do I get daily housekeeping services during my stay?

In efforts of protecting our environment, daily housekeeping services will only be available upon request

When is the check-in and check-out time?

Check-in time is at 3pm and check-out time is at 12pm. Should you need to extend your stay or request for late check-out, kindly inform reception. Extension of stay is subject to room availability

Does internet connection available at the resort?

A wireless internet connection is available throughout the resort. A QR code for Wi-Fi password is available in the room

Does resort provide airport transfer or jetty transfer?

Shuttle transfer to Tioman Airport and Tekek Jetty is provided for our guest

How is the weather prediction at Tioman Island?

Weather is usually warm and sunny. The dry season starts from May to September

 

Payment

I am entering my credit card details. When will I pay?

This depends on the rate package that you have selected. For booking under Room & Breakfast, we will perform card verification on your credit card 3 days prior to your arrival date. The full payment will be charged or collected, if you choose to use a different mode of payment, upon arrival. However, if you placed your booking under Advanced Purchase-Non- Refundable Rate, your credit card will be charged directly. Under this rate, no cancellation or amendments are permitted

The hotel has charged my credit card, what should I do?

We do not charge your credit card unless you placed your reservation under Advance Purchase Non-Refundable rate. Please check the payment conditions in your confirmation email to ensure the charge is not just part of our reservation policy. If you feel you have been charged incorrectly, please contact us directly

Can I use a debit card to complete my reservation?

We accept a debit card as well to guarantee a booking and the card is required for online booking as we will be performing a card verification 3 days prior the arrival date

What is pre-authorization?

When you make a reservation, there may be instances where we will contact your credit card company to confirm that the card you are using is valid and hasn’t been reported loss or stolen. At this time, we may also check to see if the card has enough money to cover the transaction. This is communicated in the form of pre-authorization of the full amount of your reservation. We, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking

Are there any extra service fees/taxes to be paid?

A Sustainability Tax (Cukai Kelestarian) of MYR3 per room per night is imposed by the Pahang State Government and this tax is absorbed by the resort when you book via our website

 

Booking

How do I know my reservation is confirmed?

You will be provided with a booking confirmation number in an email format sent to the corresponding email address you have provided

What is my reservation number and what do I need it for?

In the event that you wish to change or cancel your reservation, you may do so online by quoting your reservation number

 

Cancellation/Refund
Can I cancel or change my reservation?

Cancellation or amendment is allowed from 3 days prior to arrival date (property’s local time), otherwise penalty on first night charges will apply. Same applies to no-show

What is a “non-refundable” or “free-cancellation”?

Every room rate has a different policy set to it. A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation. Free cancellation means you can change or cancel your booking fee of penalty; if done within time period set. This is written in the room conditions and in your confirmation. (For example, “Cancel up to x days”, or “Cancel before dd/mm/yy”) 

If you have any questions feel free to contact us!

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