Terms and Conditions
The following Terms and Conditions apply to all bookings made on this resort website. We kindly ask that you take a moment to read them prior to making a Booking.
1. Bookings
At the time of booking, full payment of your entire stay will be charged. We will take your credit card details and you authorise the use of this card for any sums that become owing to us. No Booking shall be treated as confirmed until the details and/or payment described in this paragraph have been provided.
2. All-Inclusive Rates
Rates displayed on the Website indicate the total all-inclusive charge for your requested stay. Any other additional charges are not included unless specified. A minimum length of stay, deposit, cancellation charges and other conditions may apply to certain rates as specified. Price lists for holiday add-ons, such as private dining, chartered cruise and others are on display at relevant locations within the resort and are available upon request. Prices shall be charged in the local currency of the Resort.
The Management reserves the right to modify or withdraw any activities, excursions, food and beverage, and other inclusions due to weather and sea conditions, and/or unforeseen circumstances. No refund or credit will be given.
All excursions are based on scheduled timings and require advance reservations, with availability based on first-come, first-served basis. If you wish to go again, you will be on standby to ensure everyone gets a chance to experience the excursions.
Suite/villa occupancy and rates are based on number of persons in each suite/villa. Should the number of persons staying is more than what is stated during booking, the Management reserves the right to charge for every additional person occupying the suite/villa.
Please take note that we can only accommodate one (1) extra mattress in each Serenity Suite with additional charges. We do not provide extra mattress for Pool View Villas.
3. Child Policy
Children aged 0 – 9 may enjoy the all-inclusive experience for free if sharing parents’ bed. If extra mattress is required for child, additional charges will apply. Children aged 10 and above will be charged as adults.
4. Check-in/ Check-out Time
In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference and their passport/identity card.
Unless otherwise stated on the booking confirmation, Guests may check-in from 2.00 p.m. on the scheduled day of arrival. All rooms that have been prepaid at the time of booking will he held until 10.00pm on the scheduled day of arrival unless otherwise agreed directly with the Resort. If Guest is arriving later than the scheduled day of arrival, please inform the Resort ahead of time and no refund will be given.
On the day of departure we kindly ask all guests to vacate their rooms by 11.00am. Late check-out after this time can be requested subject to availability and may attract additional charges at the discretion of the Resort.
5. Payment
We accept the following methods of payment: credit cards: Visa and Mastercard.
All outstanding charges must be paid for in full on check-out from the Resort. If staying for multiple nights at the Resort we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
6. Cancellation Policy and No Shows
The total price of the reservation will be charged on the day of booking. Please take note that we do not offer any full refund:
– Non-refundable if Cancelled and/or No Show.
– Please email us at [email protected] for any changes or cancellations.
7. Changes or Cancellation by the Company
In the unlikely event that your booking is cancelled by the resort, you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Resort.
Your booking is for a Suite/Villa Type in the Resort and does not guarantee that you will be able to stay in a specific suite/villa or in the same suite/villa for the duration of your stay. We may need to allocate an alternative suite/villa to you for operational or safety reasons. If we need to move you to a different suite/villa during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
8. Damage
We reserve the right and you hereby authorise us to charge your credit card for any damage incurred to your room or the Resort during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.
9. Resort Events
Please be aware that at certain times throughout the year, our Resort may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Resort directly in advance of your stay for further information.
10. Guest Behaviour
Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Resort, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Resort if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
11. No Smoking and No Cooking
Guests are not permitted to smoke in the suites/villas/balcony and pool area. Cooking using any electrical or non-electrical appliances is strictly not allowed in the suites/villas including the balcony and pool areas. We reserve the right and you hereby authorise us to charge your credit card for any damage and specialist cleaning costs (caused by smoking and/or cooking) incurred to your suite/villa, your balcony or the resort during your stay. A charge of RM 500 will be imposed if any cooking is done in your room, your balcony, pool area and/or on the beach.
12. Accessibility and Children’s Safety
Due to the design of our Resort, we apologise that we are not able to provide wheelchair access and may not be suitable for children under the age of 12.
All children (a person under 12 years of age) staying at the Resort must be accompanied and supervised by an adult at all times.
13. Pets
No pets are allowed at the Resort.
14. Personal Information
All personal information stored and used by us is done so in accordance with our Privacy Policy which is available on www.alunanresort.com
15. Force Majeure
The Resort accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
16. Limitation of Liability
The Resort will not be responsible for the loss or damage of any property left in the Resort.
17. Website Information
While all reasonable efforts have been taken to ensure the accuracy of information on the Website, the Resort does not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on the Website without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or Resort.
The content of the Website is the copyright of the Resort, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.
Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites.
The Website is operated by Alunan Perhentian S. B.
