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Frequently Asked Questions​

Booking, Payment & Room

For all bookings made on The Waterfront Hotel’s website, payment has to be made upon booking in order for the booking to be confirmed. The payment will be done through iPay88 payment gateway, through online banking or credit card.

Should you wish to make payment upon check in, you may kindly proceed to make your booking through phone call or email to the Reservation team at [email protected] . Please kindly be informed the room rates quoted for phone call and email bookings will not be the same as the room rates on The Waterfront Hotel’s website.

Our hotel’s room cancellation policy is as below:

For non-refundable room rates: If you cancel for any reason, attempt to modify your reservation, or do not arrive on your specified check-in date, your payment is non-refundable.

For refundable room rates:

  • Any reservation cancellation or reservation change is allowed without charge until 24 hours before arrival. (This cancellation policy is only valid for bookings made until 30 June 2021 & is subject to changes. Bookings made in 2021 for stay dates from 1 July 2021 onwards will be subject to charge-free reservation cancellation/change until 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.

Every cancellation request needs to be made in written form by email to the hotel’s Reservation team at [email protected].

Yes, we require a deposit of RM100 to be paid upon check-in, regardless of how the booking was made. This deposit is fully refundable and it is meant for any incidental charges which may be incurred during your stay. Should there be any incidental charges incurred, the amount will be deducted from the deposit and the remaining amount refunded to you when you check out. Deposit may be placed in cash or on a credit card at check-in time. For deposit using credit card, pre-authorization by the Hotel is required.

Extra beds are only allowed for Suite rooms only. A limited number of extra beds are available upon request therefore availability is on a first-come, first-served basis.  The charge for extra beds is RM80.00 each per night, inclusive of all applicable taxes, and without breakfast unless stated in specifically. Only one (1) extra bed is allowed per room. Extra beds are not allowed in any double bed rooms (i.e. Twin and Family rooms).

Yes. Baby cribs are allowed in King or double bed rooms (i.e. Twin and Family rooms), however please kindly note that the room’s space will be cramped with the addition of the baby crib. Only one (1) baby crib is allowed per room.

We do have connecting rooms and the following connecting combinations are available:

Deluxe category

  • Deluxe Family (2 queen 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 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 Family (2 queen beds) to a Club Floor King Suite [City view] (1 king bed)

Connecting rooms are subject to availability and can be booked directly through the hotel or requested through the “Remarks”/ “Additional Information” section for bookings made on our website.

Bath tubs are only available in our Premier King Suite (City View), Waterfront Premier King Suite (River View) and Club Floor King Suite (City View).

Yes. The rooms service menu is available in every guestroom. Please dial “0” on the telephone in your room for our Operator or “222” for our restaurant to make your order.

Check-in & Check-out

Our standard check-in time is 3 p.m. and our standard check-out time is 12 p.m. If you would like to secure your room before 3 p.m., it is recommended to pre-book the room one day in advance and a full day charge will be applicable. For late check-out requests after 12 p.m., the Hotel management may accommodate such requests, subject to room availability, at an additional fee. However, specific promotions, group bookings or rate plans may indicate different check-in and check-out time which will take precedence over our standard check-in and check-out time.

Early check-in requests can be accommodated based on room availability.  If you require a guaranteed early check-in prior to 3 p.m., it is recommended that the same room is pre-booked one day in advance and a full day charge will be applicable for such booking.

Early check-in is checking in to your room earlier than the standard check-in time. Pre check-in is completing the majority of the check-in process online (similar to pre check-in on an airline before your flight) so that you can collect your room keys immediately upon your arrival at the hotel and avoid waiting at the counter, but you will still check in according to our standard check-in time.

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

Guests will need to ensure that they have made prior full payment on their booking(s) if they wish to use the pre check-in service. Collection of keys can only be done upon check-in.

For early check-in requests, 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. Our team will contact you to inform you of the arrangements for your early check-in request.


We provide airport pick up and drop off services for our guests’ convenience, at a rate of RM15 per person, per way. Our shuttle van is available for bookings from 8am to 8pm daily.  Alternatively, you may consider taking a ride-hailing service (i.e. Grab, Maxim, MyCar) or a taxi to reach us.

Travel Time: 20 – 30 minutes by car

Distance: 10 km

You may park your car at the underground parking space in Plaza Merdeka Shopping Center. The hotel and the mall are within the same complex and as such, we share the same underground parking space.

The nearest entrance to the underground parking space is located in front of the Hotel’s main entrance. As you drive into the parking space, there will be indicators that will lead you to the hotel lift lobby.

As the shopping mall is using a ticketless and cashless parking system, no parking ticket will be issued to you. Instead, your vehicle plate number will be recorded into the parking system upon entry.

Yes, we provide complimentary parking for one (1) vehicle per room. Parking for registered guest(s) is free by way of validation of your vehicle plate number at the Front Desk.

For event guests, you may scan the QR code at the Front Desk for a RM4 flat rate.

Yes, the hotel’s swimming pool is located at Level 4 together with Zapatos the Lounge (our poolside bar). It is open from 8.00am to 7.00pm daily, unless otherwise stated that it will be closed for a private event or under any unforeseen circumstances. The swimming pool is only open to registered guest(s). All guests are kindly requested to observe the rules and regulations set by the hotel when using the pool.

Yes, there is a gym located at Level 5 of the hotel building and it is open from 7.00am to 9.00pm daily. The gym is only open to registered guest(s). All guests are kindly requested to observe the rules and regulations set by the hotel when using the gym.

Yes, there is a business centre located at Level 5 of the hotel building and it is open from 8am – 8pm. It is only accessible by registered guest(s). You may use the computer and printing facilities provided in the business centre. All guests are kindly requested to observe the rules and regulations set by the hotel when using the business centre.

The hotel restaurant, Café Via Mare, is located at Level 4 of the hotel building. The restaurant is open from 6.30am to 10.00pm daily. Breakfast is served every day in buffet style at the Café Via Mare.

You may call our restaurant at 082-227222 to make a table reservation for lunch or dinner.

We offer both local delights and Western cuisine in Café Via Mare. You may find our menu here: https://thewaterfrontkuching.com/restaurant-and-bar/

Yes. We have obtained our Halal certificate and you may dine in with ease in the hotel.

The hotel bar, Zapatos the Lounge, is located at Level 4, right by the swimming pool. The poolside bar is open from 3.00pm to 11.00pm daily, unless otherwise stated that it will be closed for a private event or under any unforeseen circumstances.

The hotel’s club lounge, known as the Iridium Lounge, is located at Level 11. The lounge is open from 7.00am to 10.30pm daily, unless otherwise stated that it will be closed for a private event or under any unforeseen circumstances. Iridium Lounge access is exclusive to the hotel’s Club Floor registered guest(s) and all-day coffee & tea is served.

If you are not a registered guest you may be allowed to carry out your wedding photo shoot at the hotel’s public locations, i.e. the hotel lobby, the lobby driveway and the restaurant at Level 4. The poolside and our rooftop will be off limits for non-registered guests.

Access to the poolside and our rooftop for wedding photo shoots are reserved only for our in-house guests and registered wedding function guests.

We are delighted to know that you have chosen to stay with us to celebrate your important occasions! We do offer room decoration services (chargeable) with an option of wedding anniversary, birthday or honeymoon theme. Please do email us at [email protected] to find out more of our room decoration services.

Yes, we do provide laundry services. You will find a laundry form and laundry bag kept in the wardrobe. Just fill up the laundry form accordingly and put in all of your laundry in the laundry bag provided. Ring up our Operator at “0” on the room’s telephone to arrange for our Housekeeping team to collect the form and bag. Please do remember to send in your laundry request before the cut-off time to avoid any delays in returning the laundry. All guests are kindly requested to observe the terms & conditions set by the hotel, which are stated on the laundry form.

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.

Registered guests with breakfast included into their bookings may dine in at the restaurant for breakfast without any additional charges.  In-house guests who would like to add on additional breakfasts to their stay may do so, at a rate of RM55.00 nett per person for adults or RM30.00 nett for children aged 6 and above. Visitors may not join a registered guest for breakfast without making additional payment.

Plaza Merdeka Shopping Centre is located just right next to The Waterfront Hotel! Find out more about Plaza Merdeka Shopping Centre here: http://plazamerdeka.com/

As The Waterfront Hotel is located in the heart of Kuching centre, most of the local tourist attractions are just steps away! Click on the following link to check out all of the interesting attractions close by to the hotel: https://thewaterfrontkuching.com/places-of-interest/

Our best rates are on our official website, so we encourage all our guests to book directly with us! We do have seasonal promotions on-going throughout the year as well. Learn more of our current promotions here: https://thewaterfrontkuching.com/promotions/

We offer airport pick-up and drop-off services for our guests’ convenience, at a rate of RM15.00 per person, per way. Our shuttle van is available for bookings from 8am to 8pm daily and prior booking is required. Please do call us at +6082 227 227 or email our Reservation team at [email protected] to make your shuttle van reservation.

Stay calm and please do email us at [email protected] together with your room booking details and we will assist you from there on.

At the moment, our hotel does not have a tour desk nor organize any tour visits. However, you may reach out to our friendly front desk team who will be able to suggest a few tour companies, whom provide great, quality tour services.

Thank you for your interest in planning an event here at The Waterfront Hotel! Please do contact our Sales team at [email protected] for further details on our facilities, services and charges as you plan your best event.