Terms & Conditions

By confirming a reservation, the guest agrees to comply with these Terms and Conditions, the house rules, and all property guidelines.

1. Reservations

• All reservations are subject to availability and confirmation.

• The person making the reservation is responsible for ensuring that all guests in the group understand and follow these Terms and Conditions.

• Only the number of guests stated in the reservation may stay at the property unless prior approval is obtained from management.

2. Guest Responsibilities

Guests must:

• Follow all house rules and property guidelines during their stay.

• Take reasonable care of the property, furniture, appliances, linen, and other items provided.

• Keep the property in a reasonably clean and orderly condition.

• Report any existing damage, missing item, or maintenance issue immediately after check-in, together with clear photographs or videos.

• Return the property in a reasonable condition upon check-out.

Guests are responsible for any damage, loss, missing items, stains, contamination, or rule violations caused by themselves or any member of their group.

 

 

3. Security Deposit

A refundable security deposit must be paid before check-in. Check-in details or access to the property may be withheld until the security deposit has been received.

The security deposit:

• Is separate from the accommodation charges and cleaning fee (if any).

• Is held as security against damage, missing items, damaged linen, rule violations, unauthorized late check-out, and other chargeable losses.

• Must not be treated as payment for the stay.

• Does not limit the guest’s responsibility if the total loss or damage exceeds the deposit amount.

The security deposit will be fully refunded within 48 hours after check-out, after the property has been inspected, provided that:

• There is no damage to the property or its contents.

• No items are missing.

• There is no vomit, bodily-fluid contamination, or serious hygiene issue.

• There are no permanent or excessive stains on bedsheets, mattresses, blankets, pillows, sofas, curtains, carpets, towels, or other items.

• The guest has complied with the check-out time and all house rules.

• No repair, replacement, or other chargeable cost is identified.

The refund period begins after the scheduled check-out time and completion of the property inspection. Refund processing time may also depend on the payment method or bank.

 

 

4. Deposit Deductions and Additional Charges

Management reserves the right to deduct reasonable costs from the security deposit for:

• Damaged furniture, appliances, fittings, equipment, or decorations.

• Broken or missing items.

• Damaged, permanently stained, or unusable bedsheets, blankets, pillowcases, mattresses, towels, or other linen.

• Vomit, bodily-fluid contamination, or similar incidents requiring specialist treatment or replacement.

• Smoking or vaping inside the property.

• Unauthorised parties, events, additional guests, or prohibited activities.

• Unauthorised late check-out.

• Any other loss or violation caused during the stay.

Photographs, videos, inventory records, receipts, quotations, or replacement prices may be used to determine the applicable charges.

Where the total cost is higher than the security deposit, the guest remains responsible for paying the outstanding balance.

 

 

5. Cleaning Fee and Special Cleaning

The cleaning fee and security deposit are separate charges.

The standard cleaning fee covers routine cleaning after normal use of the property. It does not cover:

• Vomit or bodily-fluid cleaning.

• Heavy food, drink, oil, makeup, ink, dye, or other stains.

• Excessive rubbish or food waste left throughout the property.

• Strong smoke, cooking, or other persistent odours.

• Cleaning caused by parties, prohibited activities, or serious misuse of the property.

• Specialist cleaning, sanitation, or pest treatment.

Additional or specialist cleaning charges will be billed separately and are not considered part of the standard cleaning fee.

The security deposit is not a prepaid cleaning fee. However, where an item is permanently stained, contaminated, damaged, or must be replaced, the cost will be treated as a damage or replacement charge and may be deducted from the security deposit.

 

6. Towels

Towels are not provided automatically.

Towels may be provided only upon special request and are supplied in bags of 8 towels per bag, subject to availability.

Upon receiving the towel bag, guests must:

• Count the towels and confirm that all 8 towels are included.

• Check the condition of every towel before use.

• Immediately send management a clear photograph of any missing, stained, torn, or damaged towel.

Any issue must be reported before the towels are used. If no report is received, all towels will be considered complete and in acceptable condition when provided.

A charge of RM30 per towel will apply for any towel that is:

• Missing at check-out.

• Permanently stained.

• Torn, burned, damaged, or no longer suitable for use.

• Used for removing makeup, cleaning floors, wiping shoes, cleaning spills, or any inappropriate purpose.

The applicable towel charge may be deducted from the security deposit or charged separately.

 

 

7. Check-Out Time & Late Check-Out

Guests must check out by the stated check-out time.

Late check-out is only allowed when written approval has been obtained from management in advance. A request for late check-out does not mean that it has been approved.

For late check-out without prior authorization, the following charges will apply:

 

Property Type	Unauthorised Late Check-Out Charge
3-bedroom or 4-bedroom unit	RM 80 (Per Hour)
5-bedroom unit	RM 100 (Per Hour)
6-bedroom unit	RM 150 (Per Hour)

The late check-out charge applies once the guest remains in the property beyond the stated check-out time without approval.

Additional charges may apply if the delay:

• Affects the next guest’s check-in.

• Delays the cleaning team.

• Causes additional staffing or operational costs.

• Requires the next reservation to be compensated, relocated, or cancelled.

Remaining in the property beyond the check-out time does not extend the reservation.

 

 

8. Property Condition at Check-Out

Before leaving, guests must:

• Remove all personal belongings.

• Return furniture and household items to their original positions.

• Switch off lights, air-conditioning units, electrical appliances, and water taps.

• Close and lock all doors and windows.

• Return all keys, access cards, remotes, and other provided items.

• Ensure that no excessive mess, stains, vomit, damage, or prohibited items are left behind.

Management is not responsible for personal belongings left at the property after check-out.

9. Inspection & Final Assessment

The property will be inspected after check-out.

Any damage, missing item, stain, contamination, late check-out, or rule violation discovered during the inspection may be documented and charged accordingly.

Management’s assessment will be based on the condition of the property, check-in and check-out records, photographs, videos, inventory records, repair quotations, and reasonable replacement costs.

By completing the reservation, the guest acknowledges and accepts these Terms and Conditions.

 

Need help?

Contact us at fongfamosa@gmail.com for questions related to refunds and returns.