Terms & Conditions

Please read these Reservation Terms & Conditions carefully as they explain a number of important information and set out our respective rights and obligations.

In these Reservations Terms & conditions references to “you” and “your” include the first named person on the reservation and all persons on whose behalf a reservation is made. The site is owned by Franky Hotel. Therefore, whenever make a reservation on this site, your booking is with us.

By making a reservation, the first named person on the reservation agrees on behalf of all parties detailed on the reservation that:-

  • He/she has read these Reservation Terms & Conditions and has the authority to and does agree to be bound by them;
  • He/she consents to our use of information in accordance with our Privacy Policy;
  • He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
  • He/she accepts financial responsibility for payment of the reservation on behalf of all parties detailed on the reservation.

Rates

Rates are quoted in Ringgit Malaysia (MYR)

Our rates are based on a ‘dynamic pricing’ model in accordance to the hotels’ booking patterns and will therefore fluctuate accordingly. The rate of your reservation will be confirmed at the time of reservation and shall not be amended in case of rate fluctuation between the date your reservation is made and your arrival date.

Rates will also vary depending on the type of currency you have selected for reservation purpose and the differences in exchange rate. Conversion into foreign currency is given as an indication and is non-contractual. Actual rate to be paid at the hotel will be confirmed at the point of payment made base on the up-to-date currency exchange rate.

The rate of your confirmed reservation is at all times subject to the correction of errors and changes arise from the government’s action such as changes in VAT or any other government imposed charges.

Occupant

Number of occupants allowed in a room is according to the room type and room rate reserved. Hotel reserves the right to impose additional charge should there be any additional occupant occupying the room.

Child Policy

No charge for children if they are under twelve years of age and needed to show their identification.

Check-In requirements

Please present your ID card or Passport upon Check-in.

Check-in and Check-out

Our check-in time is 1500hrs and check-out time is 1200hrs.

Early check-in is subject to room availability. In the event where very early check-in is essential, you may request to pre-book the room a day prior to arrival by paying an additional night. Room rate for the additional night will be either the rate stated in your booking confirmation or higher depending on the hotel’s occupancy on the day.

Late check-out is subject to room availability. For check-out at 1800hours, 50% of the room charge applies. For late check-out after 1800 hours, full room charge applies. Room rate for late check-out will be either the rate stated in your booking confirmation or higher depending on the hotel’s occupancy on the day.

Payment

Prepayment is required upon reservation and is NON-REFUNDABLE. Total accommodation charges (as shown in the booking confirmation) will be charged to the Credit Card or Debit Card provided for the reservation upon completion of the reservation.

Please note that any bank charges incur on foreign currency transactions shall be borne by the respective card holder.

Amendment and Cancellation

Amendment for confirmed and paid reservations are based on availability and charges of RM100.00 (USD30) nett per amendment applies. Amendment made without new confirmed arrival date are considered a cancellation and the following charges apply unless a written agreement exists between the Hotel / Resort and the Agent / Clients.

Credit / Debit Card Information

As of 1 January 2018, you must provide valid credit/ debit card information (such as card type, card number, expired date and full names shown on the card). No payment will be deducted from your credit / debit card at the time of reservation unless it is for prepayment or advance purchase.

Cancellation Policy

  • Any cancellation under Best Available Rate booking must be received within 72-hours before the arrival date.
  • For packages and promotions, we will require full prepayment upon reservation and 7-days prior arrival date cancellation notification applies
  • In the event written notice is not received within stipulated time limit stated, full payment/deposit will be forfeited.
  • Any entitle refund will take minimum 30 working-days process subject to credit card billing cycle and processing time of the bank.
  • The amount of refund will be subjected to any processing fees incur.

No-Show Policy

No-Show are subject to 100% of total charges. Unless a written contract exists between the resort and guest/travel agent otherwise the above policy strictly apply. No refund for noshows, missed or unused package components including air tickets, accommodation nights, tours, activities and meals.

Damage Policy

Damage to the property, including but not limited to guest rooms, fixtures, furnishings, artwork, décor or linens stained or thorn will result in a surcharge of fair replacement value or necessary cleaning.

Tourism Tax Notice

In compliance with the Tourism Tax Act 2017 by the Government of Malaysia, a Tourism Tax of RM10 nett per room night will be imposed to non-Malaysian guests. However, this tax is exempted for stay dates throughout 2022.

Sustainability Fee Notice

In accordance to the Hotel (Pahang) Regulation 2021 by the State of Pahang, a Sustainability Fee of RM3.00 per room per night will be imposed with effect from 1st March 2022 applicable for all inhouse guest. The mentioned fee is not included in the room rate, hence payment is required upon check-in.

Luggage Store

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. Luggage may not be stored for a period of over 30 days.

Website information

All information displayed on our website is accurate. However, we are unable to guarantee the accuracy of all information nor we able to guarantee that this site is free of errors or faults. The hotel reserves the right to change information displayed on our site (including these terms and conditions) at any time without further notice.