Booking Terms & Conditions, Hotel Rules & Policies

Bookings Terms & Conditions

  • All rates are quoted in RM (Ringgit Malaysia) which are inclusive of the government tax and service charge.
  • Rates are subject to change without prior notice.
  • Payment by cash or credit card only
  • Reservations will be released automatically if full payment were not received by the hotel.
  • Should guest arrives at the hotel without prepayment, the Hotel reserves the right to collect full payment upon check-in.
  • Check-in time is 2.00 pm and check-out time is 12.00 noon.
  • Early check-in is subject to room availability.
  • For late check-out request, additional charges will be applied.
  • Cancellation less than 3 days, 1 night charge. No Show, shorter stay & High season cancellation 100% charges. 

Hotel Rules And Management policies 

In Order to make your stay as pleasant as possible, the hotel’s Management requests your co-operation in observing the following as an agreement between the guest and 12FLY Hotel under which rooms are permitted to be used by the guest(s):- 

1. Check-in / Arrival
Check-in time is at 2.00 pm. By Law, hotel guest to present his/her Identity card, Passport or Temporary Residence Card upon Check-in.  

2. Check out / Departure
Check out time is at 12.00 noon; please inform the reception if you wish to retain your room beyond this time. Extension depends on room availability.  

3. Early Check-in & Late Check-out
We accept early arrival but subject to availability. To guarantee early arrival, the room must be booked and paid for the prior night.  
On late check-out, the first two hours are chargeable at RM10.00 per hour excluding taxes. From the 3rd to 6th hour but not exceeding 6pm, the charges are 50% of the room rate. After 6pm, full room rate applies. If the guest failed to vacate the room on expiry, the management reserves the right to remove the guest & his/her belongings from the room occupied by the guest.

4. Settlement of Bills 
Bills to be settled upon check-in either by cash or credit card, personal cheques are not accepted. 

5. Cancellation Policy, No-Show & Short Stay
Bookings that have been confirmed and subsequently cancelled less than 3 days from check–in, we will charge a cancellation fee of 1 night stay for each room booked to your credit card. In the event of a “No Show” or short stay, we will charge for the entire length of stay. High season cancellation for stays from 21 December to 1 January (Christmas & New Year), for cancellation received less than 3 days from check-in, 100% will be charged. 

6. Lost & Found 
Should guest left his/her personal belongings while staying in the Hotel, we will contact the guest if the items have been found. We can ship the items to the owner at his/her expense. Any unclaimed items after ninety(90) days will be donated to local charity or discarded.

7. Guest’s Valuables / Articles
The Hotel’s Management will not be in any way whatsoever be responsible for any loss /or damage to the Guest’s valuables.  

8. Guest’s Belongings in rooms
Guests are particularly requested to lock the door of their rooms when going out or going to bed. The Hotel’s Management will not be in any way whatsoever be responsible for any loss / or damage to the Guest’s belongings or any other property from either the hotel room or any other part of the hotel for any cause whatsoever including theft of pilferage. 

9. Damage to Hotel Property
The guest will be held responsible for any loss or damage to the Hotel property caused by themselves, their guests or any person for whom they are responsible. 

10. Luggage Storage & Indemnity Form
Subject to availability of the storage space, the guest can store luggage in the luggage room at the guest’s sole risk as to loss or damage from any cause. Guest who wish to store luggage overnight or more than 24 hours are required to submit complete “luggage indemnity form” together with their belongings. Luggage must not be stored for a period of over 100 days. 

11. Fire Safety Policy
The Hotel is fully equipped with smoke detectors, heat detectors and emergency evacuation plan in all rooms, and fire extinguishers, fire hose reels, and floors evacuation plans in all floors.  

12. Pet Policy
No pets are allowed in the hotel premises. 

13. Smoking Policy
Smoking is prohibited in the hotel.
If smoking violation occurs in a room, the guest will be charged 100.00MYR non-refundable cleaning fee. We appreciate your cooperation in ensuring that other guests and employees are not subject to second hand smoke. 

14. Disturbance 
The Hotel’s Management reserves the right to evict the guest to leave if he/she is  nuisance or annoyance within the hotel premise. 

15. Housekeeping Service
We provide housekeeping service everyday between 10AM and 5:00 PM. 

16. Equipment Rental
Hotel provides umbrellas, iron/iron board, hair dryers and adaptors for a refundable deposit of 20-50MYR. 

17. Management’s Rights on Guest’s Luggage and Belongings
In the case of default payment by a guest, the hotel shall have the rights on his/her luggage and belongings from the room occupied by him / her, and are entitled to detain the same and to sell or auction such property at any time without reference to the guest. The net sale proceeds will be appropriate towards the amount due by the guest without prejudice to the hotel’s rights to adopt such further recovery proceedings as may be required. 
The Hotels also has the right to request any guest to vacate his/her room or other areas of the hotel forthwith, without previous notice and without assigning any reason whatsoever, and the guest shall be bound to vacate when requested to do so. 

18. Relation between Management and Guest
Nothing herein above shall continue or be deemed to constitute, or create any tenancy or sub-tenancy, or any other right to interact in the hotel premises or any part of portion thereof, in favour of any Guest or resident or visitor, and the Management shall always be deemed to be in full and absolute possession of the whole of the hotel premises. 

19. Government rules and regulations & application of laws
Guest is requested to observe, abide by confirm to and be bound by all applicable acts and laws and Government rules and regulations in force from time to time. 

20. Photographs & Video’s
Using photographs and video’s taken in hotel for commercial or public purposes is illegal. Those who do so will be subject to prosecution. 

General Policy

The Hotel has a zero tolerance policy in which it will refuse to admit or refuse service or accommodation in the hotel or may remove a person who: while on the premises of the hotel acts in an obviously intoxicated or disorderly manner, destroys or threatens to destroy hotel property, or causes or threatens to cause a public disturbance; or refuses or is unable to pay for the accommodations or services. 

12FLY Hotel may limit the number of persons who may occupy a particular guest room in the hotel and will only allow registered guests to use its facilities. 

A person who negligently or intentionally causes damage to the hotel or any furniture or furnishings within the hotel, shall be liable for damages sustained by the hotel staff, including the hotel’s loss of revenue resulting from the inability to rent or lease rooms while the damage is being repaired. 





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