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Hotel Policy

It’s important to us that each Guest is given appropriate information to make their stay as comfortable as possible. Here you can find details of our Hotel Policy on items such as Check-In/Check-Out times, Cancellations, Payment, and much more. For additional details, please contact the hotel and speak to one of our friendly staff.

No Smoking Policy

The Waterfront Hotel enforces a no smoking policy in all guestrooms and enclosed public areas. Smoking is only permitted in designated smoking areas. A cleaning fee of RM500 will be imposed upon the guest(s) concerned should there be smoking activity detected in guestrooms. Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited as well.  These items and activities will be treated as smoking and the cleaning fee will be applicable.

Guests are encouraged to notify Front Desk staff immediately if they smell cigarette or other objectionable odours. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others.  A designated smoking area is provided outside and away from the building. Guests may speak to Front Desk staff for information on the smoking area.

Check-in / Check-out Policies

Check In:
All Malaysian citizens are required to produce their identity cards (NRIC) or valid passports upon check n. All foreigners (non-Malaysian citizens) must produce their valid international passports upon check in.

Early Check-in:
Early check-in is offered based on availability.  If you require a guaranteed check-in for arrival prior to 3 p.m. then pre-registration and payment may be required.  Please contact Front Desk staff directly to make reservations and payment prior to your arrival.

Pre Check-in:
Pre check-in is available for guests who wish to collect their room keys immediately upon arrival. This feature is available on the Hotel website and is only available from 24 hours up to 2 hours before the guest’s arrival date and time.

Pre check-in is only available for guests who have made prior full payment on their booking(s). Check-in time will still be maintained at 3pm. Collection of keys can only be done upon check-in.

For early arrivals, guests are required to state their request in the remarks section of the pre check-in page and it shall be offered based on availability.

Age Requirement:
Guests must be 18 years or older with photo identification to check-in. Guests under the age of 18 must be accompanied by an adult. The Hotel reserves the right to check photo identification. 

Check-in / Check-out Time:
Unless otherwise stated in the specific rate plan terms & conditions, check-in time is after 3 p.m. and check-out time is 12 p.m. For early arrival before 3 p.m., it is recommended to pre-book the room one day in advance with a full day charge. The Hotel may accommodate late check-out after 12 p.m. for an additional fee; subject to room availability.

Payment Policies

Currency and Tax:
All rates are quoted in Ringgit Malaysia currency, inclusive of 6% Sales & Service Tax, unless otherwise stated.

Credit Card Pre-Authorisation:
Should the guest be using a credit card to guarantee the room reservation, the Hotel may hold an amount on the said credit card prior to arrival. For non-refundable bookings, prepayment will be charged to the said card prior to the guest’s arrival.

Deposits:
For all reservations, the Hotel requires a deposit of RM100 for incidental charges upon check-in. Deposit may be placed in cash or on a credit card at check-in time. For deposit using credit card, pre-authorisation by the Hotel is required. 

Third-party Booking Sources:
In the case of cancellation or modifications to reservations made through sources other than directly with the Hotel or the Hotel website, the Hotel recommends that guests first contact their source of booking for assistance before approaching Hotel staff.

Deposit & Pre-Authorisation:
For non-prepaid bookings, the Hotel reserves the right to either collect cash deposit or request for pre-authorisation of the full amount for the stay period based on the credit card details provided upon check-in.

Please note that the Hotel reserves the right to pre-authorise the booker’s credit card 24 hours prior to arrival. This places the pre-authorised amount in a holding state which also temporarily reduces one’s credit limit. The pre-authorisation is not a charge and no funds will be debited from the account, this will also not be reflected in the credit card statement since no charge has been made. The credit limit will be released back to the cardholder within 2-4 weeks depending on the issuing bank. 

Booking Policies

Rates:
All rates are quoted in Ringgit Malaysia currency, inclusive of 6% Sales & Service Tax.  Rates may increase without notice.  Rates as advertised on the Hotel website or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion. 

Handicap-friendly Rooms:
Three handicap-friendly guest rooms are available and should be reserved in advanced; please contact the Hotel for reservations or request through the “Remarks”/ “Additional Information” section for online reservations.

Children:
Children aged 12 and under stay for free when sharing a room with one or more paying adult(s), using existing bedding.  Individuals above the age of 12 are considered as adults by the Hotel. Baby cribs are complimentary upon request and subject to availability. As the parents, guardians, or chaperones of children, the guest(s) is personally and legally responsible for the children and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised. 

Additional Bedding:
A limited number of extra beds and baby cribs are available upon request.  Availability is on a first-come, first-served basis for Suite rooms only.  The charge for extra beds is RM30.00 each, inclusive of 6% SST (sales & service tax) per night, and without breakfast unless stated in the specific rate plan.  Maximum capacity of baby crib or extra bed is one (1) per room. Baby cribs are allowed in King or double bed rooms (i.e. Twin and Family rooms), however the room’s space will be cramped with the addition of the baby crib. Extra beds are not allowed in any double bed rooms (i.e. Twin and Family rooms). 

Special Requests:
The Hotel will make every effort to honour special requests such as a specific floor or room number, adjoining rooms, extra beds, etc. upon the guest(s) arrival. All special requests are noted on reservations and the management will do its best to accommodate.   However, the availability of these items cannot be guaranteed in advance. 
All requests entered into the “Additional Information” box on the hotel website booking engine are subject to availability as well and the Hotel bears no responsibility should it be unable to fulfil certain requests.

Complimentary Vouchers, Gift Vouchers & Prepaid Bookings:
Please contact the Hotel directly to purchase or redeem complimentary vouchers and gift vouchers.  Unless the transaction takes place directly at the Hotel, pre-paid or complimentary bookings require a Credit Card Authorization form to be completed and faxed to the hotel.  This form is available by calling the hotel directly.

Maximum Occupancy:
The total number of occupants in a room, including children, shall not exceed the maximum number of occupants permitted for the respective room types:

King Room:2 adults
Twin Room:2 adults
Family Room:2 adults & 2 children or 4 adults
King Suite Room:2 adults & 2 children or 4 adults
2-Bedroom Suite Room:3 adults or 3 adults and 2 children
Nisa Addina Suite:2 adults
Brooke’s Loft Suite:4 adults or 4 adults and 2 children


If you have any questions or clarifications regarding the Hotel’s Maximum Occupancy Policy, our staff will be happy to explain in detail. Please also note that the Hotel reserves the right to refuse entry to any additional guest exceeding the maximum occupancy allowed for that room type. If guests exceed the maximum number of guests allowed, guests will be asked to rent another guestroom for proper accommodations or vacate the hotel.

Daily Buffet Breakfast:
Our daily buffet breakfast is free to registered guests only.  Visitors may not join a registered guest for a free breakfast.  Visitors may pay RM36.20 per person for adults or RM19 for children aged 6 and above at the restaurant to enjoy the breakfast. 

Room Policies

Connecting Room Policy:
Connecting rooms are subject to availability and can be booked directly through the hotel or requested through the “Remarks”/ “Additional Information” section for online bookings.  The following connecting combinations are available.

  • Deluxe category:
    • Deluxe Family (2 queen beds) to a Junior King Suite (1 king bed)
    • Deluxe Twin (2 single beds) to a Junior King Suite (1 king bed)
  • Premier category:
    • Premier King (1 king bed) to a Waterfront Premier 2-Bedroom Suite (1 king bed & 1 single bed)
    • Premier Twin (2 single beds) to a Premier King Suite [City view] (1 king bed)
    • Premier Family (2 queen beds) to a Premier King Suite [City view] (1 king bed)
  • Club Floor category:
    • Club Floor King (1 king bed) to a Club Floor 2-Bedroom Suite (1 king bed & 1 single bed)
    • Club Floor Twin (2 single beds) to a Club Floor King Suite [City view] (1 king bed)
    • Club Floor Family (2 queen beds) to a Club Floor King Suite [City view] (1 king bed)

Room Keys:
Room keys are issued to the registered guest(s).  No room keys will be issued to youth under 18 at any time.  I.D. is required if the guest(s) has lost the room key and requires a duplicate.  Please return room keys to Front Desk at check-out; should the number of room keys returned be less than the number issued, a Lost Room Key charge shall be levied upon the guest and the guest is liable to pay for this charge.

Do-Not Disturb and Access to Rooms:
To provide all of our guests with an exceptionally clean and safe hotel experience, we provide daily housekeeping.  Our Housekeeping Staff will enter the room once daily while the room is occupied to clean the room, check for safety, and verify the condition of the room. However, our Housekeeping Staff will honour the “Do Not Disturb” sign once it is lit up and will not enter the room for any purpose; alternatively, should guests wish to request for cleaning or assistance after returning to their room, they may contact the team at “0” on the hotel telephone to make the request.   Management reserves the right to enter a room for reasonable purposes, such as an emergency, housekeeping, maintenance, to verify the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Hotel Policy. In the event of suspected illegal activity, management reserves the right to summon law enforcement to aid in eviction.  The right to privacy ends when a Hotel Policy is broken.  Law enforcement will be granted immediate access to hotel property and rooms of evicted guests.

Housekeeping/Room Inspection:
Housekeeping is provided daily.  This is a 100 % NON-SMOKING hotel. Rooms are cleaned and inspected daily and a detailed log is maintained on each room and linen.  Rooms are made available to guests in appropriate condition without any prohibited odour.  Housekeeping and Front Desk staff are trained and skilled in identifying the odours from prohibited items.  If our investigation concludes that the guest(s) have smoked in the room, cooked, or brought a prohibited item into the Hotel’s facility, a fine will be imposed upon the guest(s) and may be evicted without any refund. 

Fire Safety Policy:
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.

Excessive Noise and Parties:
To ensure all guests enjoy the comfort and safety of the facilities offered at the Hotel, The Waterfront Hotel upholds a strict zero tolerance policy towards commotion, parties and excessive noise. Any person found to be on the premises creating excessive noise, having a party, exceeding the numbers of permitted guests or otherwise causing a disturbance will be requested to leave the hotel without refund.
 In the event of a disturbance, one polite request (warning) will be given to reduce the noise.  If the request is not followed, the guest(s) will be asked to leave the hotel without refund.   Registered guest(s) is responsible for all persons visiting.  Non-registered visitors are only permitted until 10:00 P.M.  If found with more “people” not listed on the Guest Registration Form after 10:00 P.M. the guest(s)’ stay will be considered a party.  The guest(s) concerned will be asked to rent another guestroom for proper accommodations or vacate the hotel without refund.

Lost & Found Policy 

The Waterfront Hotel 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:
The Waterfront Hotel is not responsible for any item left behind by a guest.  However, any item, with the exception of 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 five (5) years.  Reasonable effort will be made to notify the guest(s) that an item has found.  Perishable items, underwear, and miscellaneous toiletries are discarded.   

Return:
The Hotel would be happy to return our guest’s lost item(s) by the courier service provider, Poslaju.  The guest’s credit card will be charged packaging and postage fees and a separate receipt will be mailed to the guest.  The Waterfront Hotel is not responsible for any item lost or misdirected during shipment by Poslaju. 

Unclaimed Items/No Contact:
Lost & Found items are held for one (1) year while the Hotel management attempts to contact the guest.  If guest 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 organizations, or disposed of accordingly by The Waterfront Hotel. 

Damage Policies

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 or not staying at the hotel during the guest’s stay.  The Waterfront Hotel 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 The Waterfront Hotel as a result of the aforesaid.  Should this damage come to light after the guest has departed, the Hotel management reserves the right and the guest hereby authorizes 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:
Guest rooms found during check-out with waste strewn around, in complete disorder, and/or “trashed” will be subject to maintenance deep cleaning fee, administration fee and/or third party fees.

Damage or Tampering with Fire Detection Systems/Fire-Fighting Equipment:
The Waterfront Hotel reserves the right to take action 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 right 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.

General Policies

Free WiFi Access:
Access to our WiFi is free for all registered guests.  The Hotel WiFi access code is subject to change without notice.  WiFi signals are subject to change without notice depending on the room’s location, the status of our WiFi-equipment, and interference from other local wireless signals.  The Waterfront Hotel assumes no liability for guest use.

Enforcement:
All staff are trained and required to respond to potential violations of our Hotel Policy. Guests who refuse to abide by the reasonable standards and policies established by The Waterfront Hotel for safety of all guests, staff, owners, property, and the operation and management of the hotel will be evicted, with no refund. In addition to the room charge, a minimum RM500.00 cleaning fee per room will be charged for infraction(s) of our Hotel Policy.

Illness and Epidemics:
The Waterfront Hotel 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.  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.  Guest(s) may be charged a room cleaning fee as deemed appropriate under the circumstances.

Infestation:
The cleanliness of the hotel’s rooms is extremely important to our guests.  If any guest(s) brings any infestation into the rooms or onto the Hotel premises, the guest(s) may be charged for any and all costs and expenses, including immediate or urgent response requirements and loss of room revenue, that may be deemed necessary to address the infestation. 

Parking at Own Risk:
All vehicle(s) must be listed on the registration at check-in.  Parking for registered guest(s) is free by way of validation of parking ticket at the Front Desk.  All vehicles are parked at the risk of the owner.  The Waterfront Hotel shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked on the Hotel property or on the adjoining mall property.  If a vehicle is left in the Hotel parking lot or mall basement parking area after the guest has departed without the written consent of the Hotel, the Hotel reserves the right to have the vehicle towed at the owner’s expense.  No vehicle repairs are allowed on the Hotel’s premises. 

Business Center:
 
Photocopies and faxes are provided for a small fee. The Business Center’s computer is provided for the registered guest(s) to check their email, print airline tickets, etc. like activities.  Children are not allowed on the computer, nor is it intended for gaming, movies, etc.

Pets:
The Hotel maintains a strict no-pets policy on its premises except for guide dogs.

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 and cempedak
  • 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.

Visitors:
In the interest of the Hotel guests’ well-being and security, all visitors are required to register at the Front Desk and are requested to leave guestrooms by 10.00 p.m. 

Inappropriate Behavior:
Should any action by a guest, may it be towards our staff or otherwise, be deemed inappropriate by the Hotel, or if any inappropriate behaviour is brought to attention, the Hotel reserves the right, after the allegations have been investigated, to take action against the guest which may result in, but not limited to, being asked to leave without a refund for any services incurred.

Right to Refuse Service:
The Waterfront Hotel is privately owned and operated.  We reserve the right to refuse service to anyone for any reason(s) that does not violate Federal or State laws.  The Waterfront Hotel has a zero tolerance policy in which we will refuse to admit or refuse service or accommodation in our hotel or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by the State of Sarawak and the owners for the operation and management of the hotel. The Waterfront Hotel will refuse service or evict a guest: for refusal or failure to pay for accommodations, is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion as to disturb the peace of other guests or is not in compliance with state liquor laws; acts in a disorderly fashion as to disturb the peace of other guests; seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to hotel property or guests; causes or permits persons to exceed the maximum allowable occupancy of room, refuses to abide by the reasonable standards or policies established by The Waterfront Hotel for the operation and management of the hotel. 

Changes or Modification to the Hotel Policy:
The Waterfront Hotel reserves the right to amend, modify, change, cancel, vary or add to these Hotel Policies or the arrangements and content featured on the Hotel website at any time without prior notice.  Please check the Hotel website regularly for updates to the Hotel Policy. Any modification to these Hotel Policy that occurs before the guest’s departure is considered a part of the guest’s reservations agreement with us. A copy of these Hotel Policy is located on the Hotel website.

BOOKING TERMS AND CONDITIONS:

Payment:

  • “RM” denotes Ringgit Malaysia.
  • “Room” means the whole accommodation per room type.
  • Rates offered are strictly for website booking only.
  • Totals listed here are estimated based on current taxes and exchange rates (if applicable) and do not include additional fees/charges that may be incurred during your stay. Please note that taxes/charges are subject to change and you will be responsible for payment of taxes/charges applicable at the time of your stay.

Taxes:

  • Rates quoted are exclusive of RM10 Tourism Tax per room per night. Non MyKad holder and MyPR card holder will be imposed with Tourism Tax upon check in & payable upon check out.
  • In addition, MM2H Program participants and foreign workers without a registered address in Kuching will be imposed with Tourism Tax upon check in & payable upon check out.
  • Rates are based on the current government taxation policy. In the event of any changes, The Waterfront Hotel reserves the right to amend the room rates accordingly to reflect the new tax rate gazetted by the Malaysian Government.

Room:

  • Room amenities are provided based on maximum of 2 persons per room. Extra room amenities requested are available as options to be paid for at The Waterfront Hotel.
  • While The Waterfront Hotel will try to ensure that the information provided in the website is correct and accurate, it is however not responsible for any unintentional mistakes or errors made in it.
  • The website reservation will be considered null and void if the information provided by the guest is incorrect. The Waterfront Hotel reserves the right not to accept the reservation in any event that the reservation made is deemed fraudulent in nature.
  • You will hereby acknowledge and agree that your personal data has been given to us for the purposes of securing room bookings, and providing you with confirmation of the said booking, accounting and billing, checking credit or other payment cards, credit card payments, administrative and legal purposes (if any), statistical analysis and helping us in any future dealings with you. For these purposes, by entering into these accommodation reservations with us, you authorize us to retain and use your personal data within our own offices, authorized agents, government agencies, third party associates and other hoteliers.
  • You are solely responsible for obtaining all your valid travel and health documents to and from Malaysia. The Waterfront Hotel will not be responsible in any way if you are unable to come to stay with us as a result of non compliance of your travel arrangements with the relevant immigration or health authorities.

Cancellation Policy (For non-refundable room rates):

  • If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.
  • At check in, the front desk will verify your check-out date. Rates quoted are based on check-in date and length of stay. Should you choose to depart early, price is subject to change.
  • We reserve 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.

Cancellation Policy (For refundable room rates):

  • Any reservation cancellation or reservation change is allowed without charge until three (3) days before arrival.
  • Any transaction fee chargeable by the bank will be deducted from all refundable amounts to be made.
  • Any reservation cancellation or failure to show on the specified check-in date shall be charged FULL stay room rates if cancellation is made after the deadline.
  • At check in, the front desk will verify your check-out date. Rates quoted are based on check-in date and length of stay. Should you choose to depart early, price is subject to change.
  • Any changes to the arrival date, departure date, or room type of this reservation is subject to the hotel’s availability at the time the change is requested and may result in a possible rate change and/or service fee.
  • We reserve 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.