Reservation:

• All rates are nett inclusive of prevailing service charge and government tax.
• Upon confirmation of reservation either by fax, email or telephone, the reservation will be held for 5 days during which you are required to pay us a non refundable deposit amounting to 20% of your reservation's total amount. If deposit is not received within the set limit, the booking will be cancelled automatically without further notice.
• Full payment must be made 30 days before the arrival date, or else booking will be cancelled automatically without further notice.
• If reservation is made within 30 days prior to visit date, full payment is required.
• All remittances are to be in Ringgit Malaysia.
• Bank charges incurred are to be borne by the guest.
• Remittance slip with reservation reference number must be faxed at the time of payment.
• Upon receipt of proof of payment, the Reservation department will issue you a guaranteed reservation confirmation slip.
• All bookings and guaranteed reservations are not transferable.
• All accommodation are strictly based on our unit configuration. Every additional person will incur a surcharge where configuration / availablity allows.

Payment:

• Payments can be made in cash or by major credit cards. (Download the Credit Card Authorisation Form)
• Payments by bankdrafts, company cheques and telegraphic transfer are to be made PAYABLE to:
  • Account Name : Sutera Sanctuary Lodges
  • Account number : 10039-0-01-002015-2
  • Name of Bank : Alliance Bank Malaysia Berhad
  • Bank Address: 84, Jalan Gaya, 88000, Kota Kinabalu, Sabah, Malaysia
  • Swift Code : MFBBMYKL

Cancellation, No Show, Unused Services and Amendments

• If a cancellation to a reservation is made, the following cancellation charges will be imposed:
  • 30 days and before prior to arrival, a cancellation fee amounting to 20% of your reservation's total amount
  Less than 30 days prior to arrival, a cancellation fee amounting to 100% of your reservation's total amount
  • The guest shall notify SSL in writing of any cancellation.
• If applicable, fefunds will be made by cheque within 30 days from date of cancellation.
• In the event of a NO SHOW, NO REFUNDS will be made as the accommodation reserved is considered used.
• Check in time is at 1.00pm.
• Check out time is at 10.30am. Should you anticipate arriving later than 6.00pm, please call the respective destination to notify them of your arrival time.

Force Majeure Clause:

• SSL shall not be held liable or responsible for failure to execute arrangements specified herein directly or indirectly occasioned or through or in consequence of war, strikes, riots and Acts of God or conditions beyond the control of SSL.

Disputes, Actions or Other Matters arrising:

• It is expressly agreed and declared that the proper law of arrangement is the Law of Malaysia in accordance with the laws and procedures of Malaysia under any and all circumstances.