HOTEL POLICIES
 
Identification Documents
By Malaysian Law, in accordance with the Registration of Guest Act 1965, every person above the age of 12 is required to show an identity document with a photo (National ID, Driver's License, or Passport) in order to be registered in the Hotel. It is mandatory for all adults to present a valid photo identification at the time of check-in, without which the guest will not be allowed to check in.
 
Additionally, this being a Mixed Development that comprises both Residential Units and the Hotel, the requirement for proper identification is to help you and other guests of the Hotel, together with the residents of the Units, to stay safe on the premises.
 
The identification documents will be required to be photocopied as part of the registration procedure, and these, together with the other reservation details, will be kept in an absolutely private and confidential manner.

The management reserves the right to refuse to check in any guest who does not produce a valid IC/Passport. The cancellation of booking penalty will still apply.
 
Check-in and Check-out Time
Standard Check-In time is at 3:00 P.M. and Check-Out time is at 12:00 noon. Requests for early check-in or late check-out are subject to same day availability, and charges may apply.
 
The Front Desk is open daily from 7:00 a.m. until 12:00 midnight. The unit assigned to you may be in a Tower that is different from the check-in Tower. For check-in, please go to the Tower Banyan (B) Lobby.

Booking Terms
All reservations require credit card guarantee due at time of booking. Reservations will be held till 6:00 pm of the arrival date, after which the suite shall be automatically released on the same day for general sale. In the event of weekends and peak period, the hotel has the right to charge full payment of reservations. FREE breakfast depends on maximum room occupancy and the prie is included in the room rate. FREE breakfast (children below 1 -5 years old): One (1) child in a 1 Bedroom, and maximum two (2) children in any 2 bedroom or above.

 
Charges and Services Tax  
Rates quoted are subject to 10% Charges and 6% Service Tax. 

Note: Service tax on accommodation services provided by hotels, defined as operators of accommodation premises as prescribed under Group A, First Schedule of the Service Tax Regulations 2018 are exempted from levying service tax on taxable services provided for a period of six (6) months from 1 March 2020 until 31 August 2020. (Reference: Economic Stimulus Package 2020: https://bit.ly/3abp67E)
 
Tourism Tax
Effective 1 September 2017, a Tourism Tax of RM10 per room per night will apply for non-Malaysian guests and it will be collected at the hotel separately from and in addition to the existing suite charges and 6% GST.
 
Bedding Policy
Our suites are designed to accommodate up to a certain number of persons comfortably, depending on the type of suite booked. Beyond this, an additional person in the suite is subject to a supplementary charge.

Number of Occupants the [HOTEL] Suites Can Accommodate:
The number of occupants that the Suites can comfortably accommodate is as follows:

• 1-Bedroom Lakeview Suite (1 King)
  Can comfortably accommodate 2 persons (adult/children). A 3rd person can be accommodated with the addition of an extra bed.
  For the 1 Bedroom Horizon View Suite or the 1 Bedroom Lake View Suite, an additional second or third bedroom may be available but it is neither included in the room rate nor is it to be utilized. Use will incur additional charges. Guests will be asked to sign an acknowledgement form regarding the above at check-in.

• 1-Bedroom Horizon View Suite (1 Queen)
  Can comfortably accommodate 2 persons (adult/children). A 3rd person can be accommodated with the addition of an extra bed.
  ​For the 1 Bedroom Horizon View Suite or the 1 Bedroom Lake View Suite, an additional second or third bedroom may be available but it is neither included in the room rate nor is it to be utilized. Use will incur additional charges. Guests will be asked to sign an acknowledgement form regarding the above at check-in.

• 2-Bedroom Horizon View Suite (2 Queen)
  Can comfortably accommodate 4 persons (adult/children). A 5th person can be accommodated with the addition of an extra bed.
• 2+1 Bedroom Lakeview Superior Suite (1 King, 1 Queen, 1 Sofa/Single)
  Can comfortably accommodate 4 persons (adult/children). A 5th person can be accommodated with the addition of an extra bed.
• 2+1 Bedroom Lakeview Deluxe Suite (1 King, 1 Queen, 1 Sofa/Single)
• Can comfortably accommodate 4 persons (adult/children). A 5th person can be accommodated with the addition of an extra bed.
• 3-Bedroom Lakeview Executive Suite (1 King, 1 Queen, 1 Single)
• Can comfortably accommodate 5 persons (adult/children). A 6th person can be accommodated with the addition of an extra bed.

• 3-Bedroom Lakeview Executive Deluxe Suite (1 King, 1 Queen, 1 Single) / (1 King, 2 Queen)
  Can comfortably accommodate 5 persons (adult/children). A 6th person can be accommodated with the addition of an extra bed.
• 3-Bedroom Lakeview Premier Suite (1 King, 1 Queen, 2 Single)
  Can comfortably accommodate 6 persons (adult/children). A 7th person can be accommodated with the addition of an extra bed.
• 3+1 Bedroom Lakeview Ambassador Suite (1 King, 1 Queen, 3 Single)
  Can comfortably accommodate 7 persons (adult/children). An 8th person can be accommodated with the addition of an extra bed.

Maximum Number of Persons in Suites
Each of our suites has a maximum number of people allowed. We are not at liberty to allow any of our guests to exceed that number. Non registered guest hours: 7am – 10pm. Any non-registered guest staying past 10pm will be charged according to our current rates.

Complimentary Breakfast Policy
Children below 6 eat for free, subject to one (1) child in a One Bedroom Suite, and a maximum of two (2) children in any Two Bedroom Suite or above.

Guarantee Policy
All reservations require credit card guarantee due at time of booking.

Deposit Policies
A. Weekends and Peak Periods Deposit
During weekends and peak periods, a deposit equivalent to one night’s suite charge is required upon confirmation of suite booking.

B. Security Deposit
Upon check-in, guests are required to a place a security deposit with the Hotel for incidentals, the minimum of which is MYR 500, and the maximum of which is MYR 1,000. The guest can do this either by providing the Hotel with a credit card for pre‑authorisation or through the making of a cash deposit. Upon check-out, this deposit is refundable in full, subject to a damage inspection of the accommodation. In the unlikely event that the suite is wilfully or negligently damaged, the deposit will be withheld in full and applied to all repair and replacement costs.

If the security deposit had been pre-authorized on a credit card, the pre‑authorization hold will be released at check-out. However, please be advised that it can take in-between 7 and 14 business days for the funds to be cleared by the credit card issuing financial institution.
 
Cancellation and Amendment Policy
For the Cancellation or Amendment of bookings, the Resort Hotel requires at least 3 days’ (72 hours’) notice prior to arrival to avoid any cancellation or amendment penalty of full charge. In the event of the shortening of a stay, no refund will be provided. In the event of a No Show, the Resort will automatically impose a full penalty charge. 
 
Shortening of Stay
In the event of the shortening of a stay, no refund will be provided.
 
No Show Policy
In the event of a No Show, the Resort will automatically impose a full penalty charge.
 
Non-Guaranteed Reservation Policy
Reservations will be held till 6:00 P.M. of the Arrival Date, after which the suite shall be automatically released on the same day for general sale.
 
Use of Kitchenette Policy
Cooking facilities (kitchenette stove & utensils) are available complimentary for stays of 7 consecutive nights or more. For short stay guests, use of kitchenette for cooking is available at a rental fee of RM 150 per day use.
 
Smoking Policy
The Haven All Suite Resort, Ipoh is strictly a "Non‑Smoking" Resort except in designated areas in any outdoor settings. Please be advised that smoking in the units is prohibited.
 
Swimming Attire Policy
Proper swimming attire is required when in the swimming pool.
The following is just a few reasons as to why it is important to only wear proper pool attire in the pool.
1. Street clothes (especially cotton) can transport airborne and ultimately water-borne contaminants into the pool.
2. Lycra and Nylon are the best non-absorbent material for swimming and are the best fabrics for proper swim attire.
Absorbent materials (such as cotton) can break down in the water and cause fibres to clog filters.
Any “coloured” material (unless specifically made for swimming) can bleed into the pool, affecting water chemistry and balance. This is also a reason for turbidity in pools.
3. Cotton and similar materials can absorb the chemicals in the water, causing the water to become less effective at maintaining the proper chemical balance, or they may cloud the water.

Pet Policy
There is no pet allowed in the resort.

Limitation of Innkeepers' Liability
Under section 4 of the Inn Keepers Ordinance No. 16 of 152, no innkeeper shall be liable to make good to any guest of such innkeeper any loss of or injury to goods brought to his inn, not being a horse or other live animal, or any gear appertaining thereto or any car or carriage, to a greater amount than the sum of five hundred ringgit, except in the
following cases:

(a) where such goods shall have been stolen, lost or injured through the wilful act, default or neglect of such innkeeper or any servant in his employ;
(b) where such goods shall have been deposited expressly for safe custody with such innkeeper or his manager:
      Provided always that in the case of such deposit it shall be lawful for such innkeeper or his manager, if he thinks fit, to require, as a condition of his liability --
      (i) that the guest shall at the time of such deposit declare the value of such goods,
      (ii) that such goods shall be deposited in a box or other receptacle, fastened and sealed by the person depositing the same:

Provided always that the innkeeper or his manager may refuse to receive for safe custody under this section goods of any one guest the declared value of which exceeds five thousand ringgit and that he shall in no case be liable for loss of or injury to goods so deposited by a guest to an amount exceeding the declared value thereof.

​Updated: 21/09/2022