Terms & Conditions

Your access to the Website is conditional upon your acceptance and compliance with the terms, conditions, notices and disclaimers contained below and elsewhere on the Website (collectively, “Terms and Conditions”). By using the Website, you will be deemed to have accepted these Terms and Conditions.

By accepting the Terms and Conditions, you will be entering into a binding agreement with the Company and its affiliates and subsidiaries (collectively, “Hotel Pudu Plaza”) for the use of this Website. The use of “we” or “us” refers to the Company, Hotel Pudu Plaza.

GENERAL CANCELLATION POLICIES

Append below are the Hotel’s general cancellation policies. Please note on the different policies that may apply to your booking. Please refer to your booking confirmation for further details.

STANDARD CANCELLATION POLICY

For individual bookings of less than ten (10) rooms, and bookings not considered a group, the following cancellation policy applies:

  • If cancelled up to 48 hours before arrival no fee will be charged.
  • If cancelled less than 48 hours before arrival, or in case of a no-show, 100% of the first night will be charged.
  • If you are a no-show, 100% of the first night will be charged.

PRE-PAID RESERVATIONS

Advance Booking Rates

Our Advance Booking Rates (ABR) are discounted rates and are made with the condition that they are prepaid and are completely non-refundable. Bookings with our ABR Rates cannot be modified or cancelled free of charge, and no refunds will be made. If you cancel the booking, or if you are a no-show, you will still be charged the full amount of your booking.

Pre-paid bookings

If your booking comes with a pre-payment condition it will not be possible to cancel or change your booking free of charge.

PEAK DATES POLICY

On some peak dates throughout the year, different cancellation policies will apply to all bookings. Please refer to your booking confirmation for further details.

CHECK-IN & CHECK-OUT POLICIES

ELIGIBILITY AGE FOR CHECK-IN / REGISTRATION:

Guests must be aged 18 years old and above to check-in at the hotel and register for a room. The names of all guests occupying the room must be registered upon check-in with a valid photographic government-issued identification (NRIC) for local Malaysians or passport for foreigners (non-Malaysian citizens). The Hotel reserves the right to check the photo identification. Guests under the age of 18 must be accompanied by an adult.

CHECK-IN TIME:

  1. The hotel’s check-in time is from 3.00pm on the scheduled day of arrival.
  2. A valid photographic government-issued identification or passport is required at check-in.
  3. The guest named in the booking confirmation must be the person staying/checking in at the hotel, otherwise the hotel reserves the right to cancel the booking.
  4. Should you arrive at the hotel prior to the check-in time, the hotel will be able to assist in storing your luggage. If you are expected to arrive early, you are advised to consider making a room reservation for the evening prior to your arrival.
  5. A cash deposit of MYR100.00 for each room night of stay or a valid credit card is required upon check-in for incidentals, in addition to full payment of room and prevailing tax. However, the minimum deposit will be advised based on the number of nights if guests are having a longer stay.

CHECK-OUT TIME:

  1. The hotel’s check-out time is 12.00 noon on the day of departure.
  2. Late check-out can be requested and is based on availability. Please refer to the hotel’s Front Desk at least 24 hours prior to your departure. Request is subject to room availability with the following charges:
    • Between 1.00 pm – 6.00pm: RM100.00 will be charged.
    • After 6.00pm: One (1) night’s room rate will be charged.

EARLY DEPARTURE:

In the case of an early departure, guests will be subjected to one (1) night penalty charge. Guests are encouraged to confirm their departure date upon check-in to avoid incurring penalty charges.

The one (1) night’s room penalty charge is inclusive of all prevailing taxes.

CHILDREN

Individuals 12 years of age and below are considered children.

MALAYSIA TOURISM TAX AND SALES & SERVICE TAX (SST)

Tourism tax is applicable to all hotels in Malaysia, effective 1 January 2023, in compliance with the Tourism Tax Act 2017 of Malaysia. A Tourism Tax of RM10.00 (per room per night) will be imposed on ALL FOREIGN HOTEL GUESTS at Hotel. This Tourism Tax is in addition to the 8% Service Tax. This Tourism Tax will be reflected separately in the room bill. Tourism Tax is collected on behalf of the Ministry of Finance and the Royal Malaysian Customs Department and is mandatory by law. Please note that all citizens and permanent residents of Malaysia will be required to produce their identity card upon check-in for exemption from Tourism Tax.

GENERAL POLICIES

ROOMS & STAY RULES:

Housekeeping – In line with our commitment to UN’s Sustainable Development Goals ‘Transforming our portfolios to low-carbon sustainable cities’ Hotel Pudu Plaza is dedicated to conserving water, energy and other resources. We invite guests to join us in these sustainable efforts. As such linen change will be done by Housekeeping every other day unless “Please Make Up Room” sign is being placed at the door. Guests can also request a room make up by calling the Front Desk by dialling ‘0’ from your room.

Extra Bed – A charge will be imposed on the guest for a bed per night. A maximum of (1) one bed is allowed per room and any additional beds for a room will be advised based on the room type. The Extra Bed rate is RM50.00, a bed per night, with breakfast.

Do Not Disturb – If guests prefer privacy, kindly put on “Do Not Disturb” sign at the door. However, if the signage is put on for more than 48 hours period, Hotel employees have the right to call the guests and enter for a welfare check.

Visitor – External visitors who are not registered as paying guests are not allowed to stay overnight and will have to be escorted out for security and safety purposes.

Luggage Storage – Guests may leave their luggage or belongings under the care of Front Desk after their check-in. A maximum period of 6 months of storage is applied to any luggage that was left in their care. The Front Desk Team will make their best effort to reach out to the owners to claim their belongings before being disposed of after 6 months.

Food Delivery – All deliveries should be arranged and collected by the guests themselves at the Lobby on the Ground Floor.

Safe Deposit Box – A safe deposit box is located in the closet which is available for your use. The Hotel is not responsible for any valuable item left outside of the safe box.

Wi-Fi Services – Complimentary Wi-Fi is provided in all guestrooms for guest use.

PROHIBITED ITEMS:

The following items are not permitted in the hotel premises:

  • Animals of any kind
    Flammable, explosive or otherwise hazardous materials
  • Objects and fruits emitting a foul odour, including but not limited to Durian, Mangoes, Jackfruit, Chempedak etc.
  • Unregistered firearms or other weapons
  • Objects of an unusually large size or in unusually large quantities
  • Articles related to use in gambling, prostitution, smuggling or other illicit acts
  • Illegal drugs or other articles, the possession of which is prohibited by the laws of Malaysia

The Hotel reserves the right to refuse entry to any guest found to be in possession of prohibited items. Guests shall be solely liable and responsible for all loss financial or otherwise, and damage that may be caused by such items.

SPECIAL REQUESTS:

The hotel will make every effort to honour special requests such as a specific floor or room number, adjoining rooms, roll-away beds, etc. upon your arrival. All special requests noted on reservations or entered into the “Additional Information” box on the hotel website booking engine are subject to availability and we will do our best to accommodate. However, the Hotel bears no responsibility should it be unable to fulfil certain requests and availability of these items cannot be guaranteed in advance.

DISABLED-FRIENDLY ROOMS:

Handicapped accessible or OKU-friendly guest rooms are available and should be reserved in advanced. Kindly contact the Hotel reservations department at resvn@puduplazahotel.com to request.

ACCESS TO THE HOTEL:

Hotel Main Entrance: 24 Hours

Mall Entrance at Lobby (Ground Floor): From 10.00 am – 9.00 pm

Elevator access from Parking at Level 4: 6.00am – 11.00pm

PARKING:

Guests are given complimentary parking with their stay at the Hotel. Guests need to take a ticket when entering the parking lot and to present it for validation at the Front Desk Counter.

NON-SMOKING POLICY

This is a non-smoking hotel. All enclosed indoor public areas and guestrooms within the hotel are non-smoking. Guests who smoke are permitted to do so outside at designated smoking areas. A significant penalty has been instituted and a room recovery fee will be imposed for guests who do not comply to cover the extensive cost of restoring the guestrooms to a smoke-free condition. A room recovery fee, a minimum of MYR100.00 will be charged if any evidence of smoking is found in the guestrooms.

A designated smoking area is provided outside and away from the building. Guests may ask Front Desk staff for information on the designated smoking areas.

LOST & FOUND POLICY

Hotel Pudu Plaza assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. Should guests discover that an item of value has been left behind, please call the Hotel immediately and the Hotel management will try to assist the guest(s) in locating the lost item.

FOUND ITEMS:

Hotel Pudu Plaza is not responsible for any item left behind by a guest. However, any item, apart from perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to one (1) year, after which the item shall be disposed accordingly. Records of Lost & Found items are retained for one (1) year. Reasonable effort will be made to notify the guest(s) that an item has found. Perishable items, underwear, and miscellaneous toiletries will be discarded.

RETURN:

Guest will be contacted to return to the hotel to collect the lost & found items and if guests are not able to attend for collection, an arrangement for delivery will be made with charges to be advised.

UNCLAIMED ITEMS/NO CONTACT:

Lost & Found items are held for one (1) year while the Hotel management attempts to contact the guest. If guest’s contact information is incorrect or the management is unable to contact the guest during the one (1) year holding period despite reasonable effort put in to contact the guest either through phone or email, the unclaimed item(s) will be thrown away, given to local organisations, or disposed accordingly by Hotel Pudu Plaza.

DAMAGE POLICY

DAMAGE AND/OR THEFT OF HOTEL PROPERTY:

Guests are liable for any damage howsoever caused (whether by the deliberate, negligent, or reckless act) to the room(s), hotel’s premises or property caused by the guest or any person in the guest’s party whether staying at the hotel during the guest’s stay. Hotel Pudu Plaza reserves the right to retain the guest’s credit card and/or debit card details as presented at registration and charge or debit the credit /debit card such amounts as it shall in its sole discretion deemed necessary to compensate or make good the cost or expenses incurred or suffered by Hotel Pudu Plaza because of the aforesaid. Should this damage come to light after the guest has departed, the Hotel management reserves the right and the guest hereby authorises the management to charge the guest’s credit or debit card for any damage incurred to the guest’s room or the Hotel property during their stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. The Hotel management will make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

DISORDERLY ROOM CONDITION DISCOVERED DURING CHECK-OUT:

Any guest rooms found during check-out with waste strewn around, in complete disorder, and/or “trashed” will be subjected to maintenance deep cleaning fee, administration fee and/or third-party fees.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS/FIRE-FIGHTING EQUIPMENT:

The Hotel reserves the right to act against any guest or visitor found to have tampered or interfered with any detection equipment throughout the Hotel, including smoke detector heads in public areas, guest rooms, break glass points and fire extinguishers. Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the Hotel due to their actions and will be evicted from the Hotel. Depending on the severity of the guest actions, law enforcement may become involved at the Hotel’s discretion. The Hotel management reserves the rights, and the guest hereby authorizes us to charge their credit or debit card for any damage incurred to the guest’s room or the Hotel property during their stay.

SAFETY AND SECURITY POLICY

ILLNESS AND EPIDEMICS:

Hotel Pudu Plaza reserves the right to refuse accommodations to a guest arriving with a contagious disease. In cases where sickness occurs during the stay, please notify the Front Desk staff as soon as possible. In the case of serious sickness, guests may be requested to receive appropriate health care from a nearby healthcare facility. During epidemics, the Hotel management is entitled to employ precautionary measures within its judgment or as required by local authorities.

RESTRICTION OF FACILITY USE:

Due to the on-going epidemics such as Coronavirus (COVID-19) situation or weather conditions, certain public facilities and areas may be closed in accordance with government directives or Hotel’s decision for safety and security purposes. Please contact the management for more information.

FIRE SAFETY:

The Hotel is fully equipped with smoke detectors, sprinklers, and emergency evacuation plans on the door of each guest room. Please review this important information.

IN CASE OF EMERGENCY OR FIRE:

Please notify Front Desk in the event of a fire or other emergency. A map that shows emergency exits can be found on the back of your room door.

ALL RIGHTS RESERVED

  1. Hotel Pudu Plaza reserves the right to amend, delete and/or add to these terms and conditions without prior notice at its sole and absolute discretion.
  2. Hotel Pudu Plaza reserves the right to cancel or modify reservations where it appears that a customer has engaged in fraudulent or inappropriate activity, or under other circumstances where it appears that the reservations contain or resulted from a mistake or error.
  3. The terms and conditions stipulated are for bookings made via the hotel’s official website – www.hotelpuduplaza.com.my, via telephone and/or email to the hotel’s reservations department. For bookings made via third-party websites/other sources, please refer to their respective terms and conditions as they may differ from ours.
  4. With or without notice, in the event of a situation whereby the hotel cannot provide accommodation as previously confirmed, for whatever reason, the hotel will undertake to relocate guests into an alternative hotel like that which is the subject of your booking at no expense to the guest(s). The alternatives offered to guests are at the hotel’s discretion.
  5. Images/photographs used on the website are indicative only. Facilities, attributes and layouts listed may not apply to all guestroom types.
  6. For the avoidance of doubt, your rate(s) does not include any incidental charges, which you may incur during your stay unless stipulated otherwise. Such charges will be payable and settled in full by you upon check-out. In the event that you fail to pay any such incidental charges, it is a condition of your contract with the hotel that you irrevocably authorise the hotel to debit your credit or debit card for the amount of any shortfall.

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