Business rules

At The Qamar Paka, we are committed to providing a comfortable, safe and enjoyable stay for all our guests. To ensure a pleasant experience for everyone, we kindly ask all guests to observe the following hotel policies and business rules.

• Standard check-in time is from 2:00 PM.

• Standard check-out time is by 12:00 PM.

• Early check-in and late check-out are subject to availability and may incur additional charges.

• Guests are required to present a valid identification document or passport upon check-in.

• The registered guest must be at least 18 years old or accompanied by a parent or legal guardian.

• All reservations are subject to room availability and confirmation by the hotel.

• Guests are required to provide accurate personal and booking information.

• Full payment or a deposit may be required, depending on the reservation terms.

• Any applicable taxes, tourism-related charges or additional fees will be advised according to the prevailing regulations and booking conditions.

• Special requests are subject to availability and cannot be guaranteed unless confirmed by the hotel.

• Cancellation, amendment and refund conditions depend on the selected room rate, package and booking channel.

• Non-refundable bookings are not eligible for refunds once confirmed, except where required by applicable law or expressly approved by the hotel.

• Guests are advised to review the applicable terms and conditions before completing their reservations.

• For direct bookings, please contact our reservations team for assistance with changes or cancellations.

• Room occupancy must not exceed the maximum capacity specified for the booked room category.

• Additional guests, extra beds and special arrangements are subject to hotel approval and applicable charges.

• Visitors must comply with hotel security procedures and may be required to register at the front desk.

• Guests are responsible for the conduct of their accompanying visitors.

• Smoking is prohibited in designated non-smoking rooms and indoor public areas where smoking is not permitted.

• Guests may smoke only in designated smoking areas, where available.

• Additional cleaning charges may apply if smoking results in excessive cleaning requirements or damage to hotel property.

• Guests are requested to follow all posted rules and safety instructions when using the swimming pool and other hotel facilities.

• Children must be supervised by a parent or responsible adult at all times.

• Appropriate swimming attire is required in the swimming pool.

• Pool operating hours, maintenance closures and facility availability may change without prior notice.

• The hotel shall not be responsible for accidents arising from failure to observe safety instructions, subject to applicable law.

• Guests are expected to respect other guests, hotel employees and the surrounding environment.

• Excessive noise, disruptive behaviour, illegal activities and any conduct that disturbs other guests are prohibited.

• Quiet and respectful behaviour is encouraged, particularly during nighttime hours.

• The hotel reserves the right to take appropriate action, in accordance with applicable law and hotel policy, in cases of serious misconduct.

• Guests are responsible for any loss of or damage to hotel property caused by themselves or their accompanying visitors, subject to applicable law.

• Repair, replacement or additional cleaning charges may be imposed where appropriate.

• Guests are advised to keep their personal belongings secure.

• Any lost property found within the hotel premises should be reported to the front desk.

• Guests must comply with all hotel safety, security and emergency procedures.

• The use, possession or distribution of illegal substances and other unlawful activities are strictly prohibited.

• Hazardous materials, dangerous items and activities that may endanger other guests or hotel employees are not permitted.

• Guests should immediately inform hotel staff of any safety concern, accident or emergency.

• Food and beverage services are available according to the operating hours of Gelombang Cafe and other designated outlets.

• Outside food and beverages may be subject to restrictions in certain dining areas or during specific events.

• Special dietary requests should be communicated in advance and are subject to availability.

• Food and beverage promotions, prices and package inclusions are subject to their respective terms and conditions.

• Pets are not permitted on the premises unless expressly authorised by the hotel.

• Any exceptions must be confirmed with hotel management in advance and remain subject to applicable requirements.

• Guests are encouraged to conserve water and electricity and to help maintain the cleanliness of the resort.

• Littering, damaging plants and disturbing wildlife are prohibited.

• Guests visiting the beach and surrounding natural attractions are encouraged to protect the environment and dispose of waste responsibly.

• The hotel reserves the right to refuse service or take appropriate action where necessary for safety, security, legal compliance or the comfort of other guests, subject to applicable law.

• Hotel management may update these policies from time to time to reflect operational requirements and changes in applicable regulations.

• Any special terms applicable to promotional packages, group bookings or corporate reservations will be communicated separately where relevant.

Tourism Tax applies to all foreign guests as required by Malaysian regulations.

General Principle

Refund eligibility is subject to the booking rate, promotional terms, and cancellation conditions applicable at the time of reservation.

Flexible Reservations

For reservations classified as Flexible Rate:

• Cancellations made at least 72 hours before arrival may be eligible for a full refund.
• Cancellations made after the stated cancellation deadline may incur charges equivalent to one night's stay or as specified during booking.

Non-Refundable Reservations

Reservations designated as Non-Refundable, Promotional, Flash Sale, Advance Purchase, or Special Offer Rates are not eligible for cancellation, amendment, or refund unless otherwise required by law.

No-Show Policy

Failure to arrive on the confirmed arrival date without prior notification shall constitute a No-Show.

In such cases, the full booking amount may be retained by the Hotel.

Early Departure

Refunds are generally not provided for shortened stays, unused nights, or early departures after check-in.

Processing of Refunds

Where approved, refunds shall:

• Be processed using the original payment method.
• Be subject to banking and payment gateway processing times.
• Exclude non-refundable transaction fees imposed by third-party payment providers where permitted by law.

Force Majeure Events

The Hotel may, at its sole discretion, offer credits, rebooking options, or partial refunds in cases involving extraordinary circumstances beyond the guest's control.

Contact Information

For refund requests or inquiries:

Reservations Department
The Qamar Paka
Email: reservationpaka@theqamar.com
Phone: +60 9827 3366