DE HOUSE HOTEL POLICY

Privacy Policy
The Privacy Policy offered here, along with our terms of use offers an explanation regarding any personal data you may provide to us or that we garner from you. De House Hotel will collect and retain all guest personal information/data provided during booking. Guest data and information will be collected to operate our website and for other administrative purposes. We may hold guest information in either electronic or hard copy form or retain third parties to hold that information on our behalf. We will take reasonable steps to protect any Personal Information we receive from guest via our website from misuse and loss from unauthorised access, modification or disclosure. Cookies may be used to gather internet data. This information help us improve our site and services.

Payment Terms & Conditions
Invoice for accommodation must be paid before or during check-in time. Payment for accommodation and additional services is performed according to the price list that is confirmed by the hotel administration. Bill for the additional hotel services must be paid before or at the time of the guest's departure from the hotel. If the guest does not pay for hotel services until a mentioned time above, the hotel has the right to charge from the client's credit card the full amount of the stay and used additional services provided by the hotel. Additional services are not automatically included in the accommodation price, but are paid separately before or during the guest's check-out from the hotel.
For hotel services guests can pay by credit card (Visa, MasterCard, and American Express) or by cash (Malaysian Ringgit-RM or dollars). De House Hotel does not accept personal or company cheques as a method of payment. Nett prices quoted are per room per night inclusive of 6% government tax. De House Hotel is not responsible for overdrafts/fees associated with your credit/debit card. De House Hotel reserves the right to pre-authorize RM1.00 to the guests credit/debit card to ensure whether the credit card is valid or invalid.

Online Purchase
Grand total must be paid in full when an online purchase. In the event the amount have not been paid in full for any reason whatsoever, the owner reserves the right to cancel the purchase. You hereby acknowledge and agree that your personal data has been given to us for the purposes of securing the online purchase. This may include and may not be limited to providing you with confirmation of the said purchasing, accounting and billing, checking credit or other payment cards, credit card payments, administrative and legal purposes (if any), statistical analysis as well as in helping us in any future dealings with you. The online purchase will be considered null and void if the information provided by the participant is incorrect. The owner reserves the right not to accept the purchase in any event that the purchase made is deemed fraudulent in nature.

Walk in Customer
If you wish to settle your account with a credit card you will be required to present the card at check-in where a pre-authorization for the total cost of accommodation and a security deposit will be processed. If you prefer to settle your account with cash, you will be required to pay the total cost of accommodation plus a security deposit to cover all incidentals at the time of check-in. Security deposit of De House Hotel requires a RM100 per stay deposit per room in addition to the room rate in the form of cash. The deposit will be refunded to you in cash upon check-out.

Tourism Tax
Malaysians and permanent residents will be exempted from paying the tax, while foreign tourists will be charged a flat rate of RM10 per room per night for all hotel classifications follow by Tourism Tax Act 2017.

Reservation Policy:
Early reservation of room is recommended especially during weekends, holidays and in-season periods to insure your accommodations. Reservations can be done via phone, hotel website, e-mail and online booking engines. A confirmation shall be communicated to the delegate by e‐mail during regular office hours. Please note that our online reservations and availability inventory is subject to change without notice due to the fact that it is not ‘real time availability’. Reservation would only be guaranteed by providing the hotel with the guest's credit card number and expiration date or by making a prepayment. In case of unguaranteed reservation, the hotel keeps the right to sell the room to another person. The room tariff is applicable per room per night. The room tariff is not inclusive of airport transfer.

Daily Room Rates
All room rates are based on two persons per room per night and are determined by the dates requested, room type, and availability. The room rates quoted are inclusive of relevant taxes and service charges, and are on a per-room basis (unless stated otherwise). During the high season period, the room rates are subject to change without prior notice. Government, corporate and special service rates are not applicable on Fridays, Saturdays and public holidays. All rates quoted for confirmed bookings will be honoured.


Cancellation/ No Show Policy:
Guaranteed reservation without any penalties may be cancelled up to 5 days prior to arrival date, by sending a written request for reservation cancellation by e- mail booking@dehousehotel.com or by exact online reservation systems, where the booking was made. In case of delayed reservation cancellation or without informing the hotel about reservation cancellation, the hotel does not return the pre-paid amount for a guaranteed reservation. If the guaranteed with credit card reservation is cancelled after more than 5 days before the date of arrival or in case of no -show, a penalty equal to the accommodation cost for the first night will be charged. On the hot season period (01.07. -15.08.) cancellation is not possible. In case of reservation cancellation or no show, the hotel will not return pre-paid amount.
If a reservation is made via the online booking system, the cancellation shall be in accordance with their booking cancellation conditions. In emergency situations, the hotel can cancel booking for objective reasons, for example: - the hotel does not accept liability for force majeure or other reasons which affect hotel service performance; - if wrong or misleading information concerning personal identity or intention of stay is provided by booking the room; By reasonable booking cancellation on behalf of the hotel, the client has no right to the loss compensation.


Groups / Conference bookings:
In case there is any no-show or cancellation/amendment of the conference/group (in part or full), within 15 days or less from the date of check in, a retention charge will be levied.
The retention charge will be calculated as follows - Number of rooms being cancelled/no-shows X 1 night X applicable daily rate per room for the conference/group.
In case of Early check out retention will be charged for those nights booked, now being released due to the early check out.

Check-in and check-out time:
Check-in time starts from 2:00 p.m.
Check-out time ends at 12:00 p.m.

Check-in conditions:
To check-in the hotel, all guests must provide hotel administration a valid passport or ID card and a valid guest credit card to guarantee potential additional services. If a reservation is made in advance or via online reservation systems, upon arrival guest must present the booking confirmation and a credit card which was mentioned to guarantee a reservation. The hotel reserves the right to pre-authorize guest's credit card for the amount that would cover the accommodation costs. Payment for accommodation must be made during the check in.

Early Check-in / Late Check-out
Hotel check-in time is from 2:00pm. Early check-in cannot be guaranteed and is subject to availability. Pre-registration can be arranged upon request at an additional charge. Check-out time is 12pm., late check-out can arranged, subject to availability and charges may subject to additional fees.
If you wish to check-in early before 6 am, there is no additional fee will be charged, but your check-out time is 12 pm on the same day. For checking-in between 6:00 a.m. and 12:00 p.m., and an additional fee equal to to 50% of your room rate will be charged.
If you wish to extend the check-out time, an additional fee equal to 50% of your room rate will be charged for extensions until 6:00 p.m., and an additional fee equal to the full room rate for checking-out after 6:00 p.m.
Early check-outs will be charged one night’s room rate to the credit card used to guarantee the reservation.

Lost & Found Policy
All items found are endorsed and logged in the "Lost & Found" section of the Housekeeping Department and are kept available for the original owner within sixty (60) days from the day of check out. The hotel will make a reasonable effort to contact the guest in the case any items are left behind after check-out. After sixty (60) days, all unclaimed lost & found items whether valuable or non-valuable will be either discarded or donated

Security rules:
The rooms are equipped with individual safe boxes that are suitable for guests to keep their personal belongings. The hotel is not liable for customer personal belongings loss. Do not damage hotel inventory. If you found a defective equipment in the room on arrival, please inform reception to avoid any misunderstandings. If damages are caused by the guest, the guest complies to compensate the amount of damages made. It is not allowed to light candles in the hotel rooms without prior consent of hotel reception administrator. Do not leave lighted candles unattended. Do not bring inflammable objects or chemicals in the hotel.
Children under 18 years must be under the supervision of an adult or authorized person. Upon check-in each guest receives an electronic room key. For guests and their belongings safety, it is forbidden to give electronic key to the third party. Each hotel guest is responsible for received electronic room key damage or loss.
In case the guest is not in his room for more than 3 days and he has not notified the hotel administration in advance about his absence, the hotel administration has the right to organize committee and describe all of the customer's property and inform the police about the guest's absence.


No Smoking Policy
Out of concern for all of our guests, employees, and owners, De House Hotel has been designated as a non-smoking accommodation. In the event a guest smokes or permits smoking in a guest unit, a "Smoke Elimination Fee" of RM200 will be posted to the guest’s account upon checkout.

Telephone Calls:
Guests who intend to make phone calls should proceed to the front office to do so. A charge of RM2 per minute is applicable for local calls. For international calls, guests will be charged RM3 per minute.

Internet Access:
There is available free Wi-Fi internet in the hotel public areas and guest rooms. Password can be acquired at the hotel administration.

Video Surveillance in the Hotel:
Video surveillance system operates in the hotel public areas and part of the staff rooms so the video-recording can be made. Video surveillance is being carried out for the guest's personal security and to ensure the high standard service for De House hotel and restaurant guests and staff

Housekeeping Service
Housekeeping service is provided daily from 10 am to 5pm. Please contact the front office personnel to arrange for additional service. For extended stays, kindly put up the signs on the room door to indicate whether housekeeping services are required. Display the ‘Don’t’ Disturb’ or ‘Please Clean Up’ sign respectively for a convenient service.

Lost Key Cards
For security purposes and the safety for all our guests, all key cards must be returned to the front desk before exiting the hotel. Lost key cards will incur a replacement charge of RM30 each.
Printing Services
Print documents, email messages, attachments, boarding passes and web pages from your laptop, tablet, smartphone or laptop by sending your document via e-mail to booking@dehousehotel.com to be printed in our office. A charge of RM0.50 per printed page in black and white is applicable. You are advised to inform our front desk personnel in the event that you intend to use our printing services.


The Management reserves the rights to modify and amend its policies at any time without notice
 

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