General Terms and Conditions

Please read these terms and conditions carefully before proceeding with your booking and utilizing our services. By proceeding with your booking or using our activities, you agree to be bound by the following terms and conditions.

Security Deposit

A security deposit of RM50 will be collected for each room, not counting the number of guests. This deposit will be refunded after check-out, provided the room is in good condition.

Check-In and Check-Out Times

Check-in: 3:00 PM – 10:00 PM
(for arrivals later than 10:00 PM, please inform us in advance)

Check-out: 7:00 AM – 12:00 PM
(for departures before 7:00 AM, please inform us in advance)

Late Check-Out: A charge of RM50 per hour will apply for check-outs later than 12:00 PM until 3:00 PM; a full day’s charge will apply for check-outs after 2:00 PM.

Rates

Weekday rates apply on Sunday, Monday, Tuesday, Wednesday, and Thursday.
Weekend rates apply on Friday and Saturday.

Safety and Disclaimer

Saturn Hotel accepts no liability for accidents, loss of property, or personal injury during your stay.

Pets

No pets are allowed under any circumstances. This policy is in place not only to avoid potential allergies among other guests but also to prevent disturbances to other in-house guests.

Damage and Refusal of Accommodation

Guests have the right to occupy the property for the duration of their paid stay only.
Guests are required to familiarize themselves with the rules and procedures outlined in the information folder provided in the accommodation and during the check-in briefing. Guests must take proper care of the property, including its furniture, fittings, and effects, and leave them in the same condition as at the commencement of their stay.
Guests must promptly inform the management of any damage or breakage to the property so that it can be repaired or replaced for subsequent guests. Guests are liable to reimburse the management for any necessary replacements or repairs.
If the property is left in a condition that cannot be cleaned or is deemed uncleanable, the management may reasonably impose an additional cleaning fee of RM50.

Smoking Policy

Smoking is prohibited in the rooms and is only allowed in designated areas of the premise.

Charges for Damages

Saturn Hotel reserves the right to impose charges or penalties for any damages to hotel property, including but not limited to furniture, fixtures, and the building itself. In addition, any guest found engaging in prohibited acts, such as smoking in non-designated areas, will be subject to fines.

Penalties or deductions from the security deposit may be applied, and in cases of severe damage or violation, the full deposit may be forfeited. The hotel management will assess the severity of each incident and apply appropriate charges based on the extent of the damage or violation.

Guest Behavior

Guests are expected to behave appropriately and respectfully towards the management, the property, and other guests. If any guest behaves inappropriately, the management reserves the right to ask them and their party to leave the property before the end of their stay, with no refund issued.

Personal Belongings, Vehicle Safety, and Suspect Investigations

Personal Belongings and Vehicles: Saturn Hotel will not be held responsible for any loss, theft, or damage to personal belongings or vehicles while on the hotel premises. Guests are advised to take necessary precautions to safeguard their belongings. Parking at the hotel is at the guest’s own risk.
Suspected Acts and CCTV Review: In the event of suspected fraud or any criminal activity that requires a review of CCTV footage, the hotel will only proceed with such actions upon receiving an official police report. A valid police report is required for further investigation by the hotel management or its representative.

Force Majeure

Saturn Hotel shall not be liable for any non-performance, errors, interruptions, or delays in fulfilling its obligations or in the operation of our services, or for any inaccuracies, unreliability, or unsuitability of the content due to events beyond its reasonable control. This includes, but is not limited to, acts of God, natural disasters, power failures, and actions by third parties for whom Saturn Hotel is not responsible.

Pandemic Outbreak (COVID-19)

In the event of a pandemic outbreak resulting in national or regional lockdowns that prevent us from accepting guests, all affected bookings may be amended upon request without charge. No refunds will be issued, either partial or full. Guests may choose a new date for their stay upon the outbreak or as otherwise stated.

Additional Activities

If activities cannot commence due to bad weather or unforeseen circumstances, no refunds will be issued for activities that have already been arranged. Saturn Hotel and its partners will not be liable for any losses incurred. If no arrangements have been made, we may offer to reschedule the activities.

Changes to Terms and Conditions

Saturn Hotel reserves the right to cancel, amend, or vary the arrangements and content featured on our website and to change, amend, vary, or add to these terms and conditions at any time without prior notice. Your continued use of our services will constitute your acceptance of any such changes.

Booking and Reservation

Primary Booking Methods

Our main booking options are through our official website (www.saturnhotel.com.my), via phone reservations, or walk-in reservations.

Third-Party Booking Channels

Reservations made through third-party platforms like OTAs are not managed by us. Saturn Hotel is not responsible for any errors or discrepancies in their bookings. If a reservation made via a third-party platform is not found in our system due to an error or issue with their platform, the booking cannot be claimed or validated under Saturn Hotel’s official website. In such cases, guests should contact the third-party platform directly for assistance, as we are unable to address these claims.

Payments

Depending on the type of booking (weekday or weekend), a deposit or full payment may be required at the time of booking. We accept payments via online bank transfers, credit/debit card payments, and e-wallet payments, while cash payment is only acceptable on-site. The available payment options will be displayed during the booking process with our sales representative on WhatsApp or other customer relation management (CRM) system.

Full payment is required to confirm and secure your booking. Proof of payment/invoice needs to be provided to our representative if requested.

Once payment is received, an email will be sent to confirm your booking details. Failure to make payment will result in the cancellation of your booking.

The rates and prices for rooms at Saturn Hotel are subject to change at any time without prior notice. We reserve the right to adjust room rates and selling prices based on availability, demand, and other factors, without the obligation to inform the public in advance.

You are responsible for ensuring the accuracy of your booking details, including guest information, stay dates, room types, room rates, and the number of guests. We are not liable for any errors in booking details. We are not obligated to refund or modify bookings if you do not provide reasonable notice of any errors before the check-in date. Bookings are accepted subject to room availability.

Children

Children aged 5 years and below are free of charge (FOC) with terms below:

Weekday: 1 FOC child for every 1 paying adult sharing the same bed.
Weekend: 1 FOC child for every 1 paying adult sharing the same bed.

Cancellation, Amendment, Refund

Cancellation, refund, or amendment requests (including date changes) must be made at least 7 days prior to the arrival date.
A 50% surcharge on the total reservation amount will apply to all cancellation and refund requests.
Cancellation requests made beyond 7 days of reservation will not be eligible for a refund.
Amendment requests (including date changes) made within 7 days of the arrival date will be considered and are subject to room availability. A 10% surcharge on the total reservation amount will apply for any date changes, and confirmation is at the sole discretion of our representative.

Cancellation, amendment, postponement, or any booking modification must be made in writing via WhatsApp at 0128234517 or email at saturnhotel@sunrichleisure.com to avoid misunderstandings and serve as proof.

Unless otherwise stated, no refund, changes, or cancellations will be allowed for promotional bookings. Please carefully read the terms and conditions of the relevant promotion, which shall apply to the booking and be binding.

Room Refund Process for Facility Failures/Damages

In the event of a facility failure or damage in your room, a refund request may be initiated, subject to verification by our hotel representative. To ensure a smooth process, please adhere to the following guidelines:

Notification Requirement: Guests must notify our hotel representative of any facility failures or damages within the first two hours of check-in or identify the facility failure upon check-in. Refund requests submitted after this period will not be entertained.
Exclusions from Refunds: Please be aware that certain situations may not be eligible for refunds, including but not limited to:
- Natural disasters (e.g., floods, earthquakes)
- Government actions or regulations
- Force Majeure
- Any incidents beyond the hotel’s control
Processing Time: Refund requests will be processed within 30 business days from the date of submission. Approval or rejection of the refund will be based on our representative’s assessment, including all evidence provided regarding the reported issue.

Privacy Policy

At Saturn Hotel, we are committed to safeguarding your personal data. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information. By interacting with our services and providing your personal data, you consent to the practices described in this policy.

Personal Data Collection

We may collect personal data from you directly or indirectly through various channels, including our website, mobile applications, forms, or other communication platforms. The types of personal data we collect may include but are not limited to your name, contact information, identification details, and other relevant information necessary for the purposes stated below.

Provision of Personal Information

Provision of personal information is voluntary, but if you do not provide such personal information, we may not be able to send you information that may be of interest to you or provide you with the products, services, or information you requested.

Purpose of Data Collection

We collect and process your personal data for the following purposes:

Providing you with the products or services you have requested.
Processing and/or confirming bookings, reservations, and making arrangements for rooms or any recreational activities.
Communicating with customers regarding promotions, updates, safety information, and news.
Managing customer relationships and ensuring excellent service delivery.
Ensuring your safety during activities, which may involve sharing relevant health information with guides.
Compliance with legal obligations as required by the law.
Conducting internal analysis and research to improve our offerings.

Disclosure of Personal Data

We may share your personal data with third parties, including service providers, medical professionals (for safety reasons), and relevant authorities, solely for the purposes stated in this policy. We ensure that these parties adhere to the same level of privacy and security standards.

Data Security

We implement technical and organizational measures to protect your personal data against unauthorized access, disclosure, alteration, or destruction. However, no data transmission over the internet is completely secure. While we strive to protect your data, we cannot guarantee its absolute security.

Your Rights

You have the right to access, correct, or update your personal data in our records. You can also request the deletion or restriction of your data, as permitted by the law. To exercise these rights, please contact us at saturnhotel@sunrichleisure.com or call 0128234517.

Changes to Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We encourage you to review this policy periodically.

Rate and Service Tax Policy

In accordance with the announcement from the Royal Malaysian Customs Department, effective 1st March 2024, the Sales and Service Tax (SST) will increase from 6% to 8%. All room rates will now be subject to an 8% Sales and Service Tax (SST) and a MYR 2 Local Government Fee per room, per night. Additionally, a Tourism Tax of MYR 10 per room, per night will be collected upon check-in for non-Malaysian International guests.

All rates are quoted in Malaysian Ringgit (MYR).

Contact Us

If you have any questions, concerns, or requests regarding your personal data or this Privacy Policy, feel free to reach out to us at saturnhotel@sunrichleisure.com.