规则与条款

Modern Hotel in Georgetown - Merchant Hotel Penang

Hotel

1. Reservation

  1. Please make advance reservations via telephone, email or online booking to assure room availability.
  2. A deposit is required to obtain a confirmed reservation. Please note the cancellation policy before committing to a reservation.
  3. Room rates may subject to change / vary for special events without prior notice, EXCEPT for confirmed reservation (deposit taken).
  4. Room rates are inclusive of statutory tax and charges.

2. Deposit

To confirm your reservations, a deposit equal to a minimum of one night’s room rate. We accept cash, Visa and MasterCard. For alternate arrangements, please contact the Hotel.

3. Hotel Rooms

  1. At all material times during your booking process, please ensure that your booking reflects exactly as per your requirement such as booking dates, room types, room rates, number of guest(s) in proper manner, failing which, we shall not be responsible and/or liable for your booking,
  2. Daily cleaning takes place between 10am-2pm. If for any reason our housekeeping staff are unable to enter your room during the first attempt, then cleaning will only take place the following day.
  3. Guest(s) are not allowed to bring in to the hotel or hotel rooms as per the followings:
    • – No pets, livestock
    • – No durian and mangosteen
    • – Any non-prescribed drugs, flammable liquid, bio hazard, heavy machinery
    • – Any electronic/electrical appliances which may interfere or obstruct with the Hotel’s computer network/systems
    • – Any kitchen utensils for cooking purpose
    • – Any other items which may disrupt directly or indirectly our Hotel operation or interrupt other guests stays in our Hotel.

4. Cancellation and Early Checkout Policy

  1. Reservation must be cancelled 24 hours or 7 days prior to check in date. A minimum penalty of one night’s room and tax will be charged if a reservation is cancelled after the above stated period. Prepaid reservations, deposits, and confirmed booking are non-refundable and cannot be cancelled without forfeiting the entire amount of the stay or deposit unless specified otherwise.
  2. For early checkout, you are responsible for the entire reservation and will be charged as such if the remainder of the reservation cannot be rebooked. If unsure of the policy, please contact the Hotel for clarification.

5. Refund Policy

  1. In case of return of hotels/goods and refund to the buyer who earlier made payments by bank card, fully or partially, and regardless of the reason for the refund. We shall be obliged to proceed to refund only via Visa and MasterCard, which means that the bank, at the request of the merchant, shall proceed to refund the payment card account of the customer.
  2. The processing will take 2-4 weeks until the full amount to be credited into your account. The refund amount depends on several factors such as the hotel’s cancellation policy, time of cancellation and processing fees.
  3. In case a reservation that you make is not confirmed, we will not charge you anything on your credit card and release the full amount that was held on it immediately. This process will still take a maximum of 2-4 weeks for the bank to process and for the money to credit into your account.

6. Check-in and Checkout Hours

– Check-in time: 3pm.
– Checkout time: 12pm. 

7. Early Check-in and Late Checkout

  1. Early check-in subject to room availability and extra charge, RM50/hour.
  2. Late departure beyond 12pm will be charged at 50% of the daily room rate.

8. Damage

We reserve the absolute rights to commence any legal action or proceedings against the guests in relation to any damages incurred to the rooms or to the property while in the premise. We also reserve the absolute rights to charge the credit card of the said damages incurred to the rooms or to the property without any notifications and if such costs of damages are unable to recover fully from the credit card, we shall commence a legal proceeding against the guests without prior notice.

9. Children and Infants

Child (2-5 years) can stay free of charge at a maximum of 2 pax. Any extra child will subject to extra charges. No free extra bed (or rollaway) is provided for a child in normal cases.

10. Non-arrival to the Hotel

  1. If you fail to arrive at the hotel on the arrival date the entire reservation will be cancelled automatically by the hotel and you will be charged the cost of the whole reservation.
  2. If you fail to check-in on the first date but still continue your travel plan to stay at the hotel, please urgently contact us so that we can keep the room for you for the rest of the nights. Otherwise, the entire reservation will be auto-cancelled and no refund will be issued.

11. Special Request

Please note all the requests will not be guaranteed as they are subject to availability upon your arrival to the hotel only.

12. Payment Security

It is important for you to know that whenever you provide us with personal details or credit card information, it is secure. Your credit card number, name, address, and contact number are protected by the latest security technology. Upon checkout, your credit card information is directly transferred to the bank and securely tested.

13. Contact us

Should you have any enquiries or request in regards to this Privacy Statement, kindly contact us at:
Personal Data Protection Office.

Merchant Hotel Penang
No. 55,
Jalan Penang,
10000 Georgetown, Penang.

Tel: +604-2632828
电子邮件: enquiry@merchanthotelpenang.com
Office Hours: 9am – 5pm (except Saturdays, Sundays and Public Holidays)