1.What is your cancellation policy?
1A. Cancellations made 5 days (120 hours) prior to the reserved check-in date and time will incur no penalties.
1B. Cancellations made less than 5 days (120 hours) prior to the reserved check-in date and time will incur a penalty of the first night’s staying price.
1C. No-shows (defined as a cancellation made by the hotel on behalf of the guest without notice from the guest at 2359/11.59 pm of the day of check-in) incur charge of the entire stay.
During Super Peak and Peak Seasons:
2B. Cancellations made less than 5 days (120 hours) prior to the reserved check-in date and time will incur a penalty charge of the entire stay (replaces 1B).
Non-refundable rates will be refunded when the Hotel is unable to fulfill the conditions of the sale. Guests who are unable to meet their reservation dates will not receive a cash/credit refund. Guests are very welcome to contact us directly to discuss alternative arrangements with us.
2.Can I make a reservation without a credit card?
Yes, but we encourage you to provide us one for pre-authorisation! During the regular season, bookings made without a CC pre-authorisation are held until 2 pm on the day of check-in, after which they will be released. Giving us your CC for pre-authorisation (no charge) allows us to hold the room for you until midnight.
During weekends (Friday and Saturday nights), Peak (some public holidays and school holidays) and Super Peak periods (Chinese New Year, Christmas and New Year’s Day), bookings without CC pre-authorisations will be cancelled 5 days before the check-in date.
3.What does the room rate include?
Rates on our booking engine and this website are per room per night unless explicitly stated otherwise. We do not serve free breakfasts with any of our rates.
4.Does the hotel require a cash deposit be made for bookings?
Only for bookings of many rooms (5 rooms or more in 1 booking) or if requested by guests in place of credit card pre-authorisation. When one is required, our bank account details will be given to you.
5.Am I providing my credit card details for a pre-payment?
Not for regular bookings; only if guests request that they be charged beforehand and for Non-refundable rates. Instead, a credit card (CC) pre-authorisation for the full booking cost will be done 5 days prior to the check-in date. This amount will only be charged upon check-out.
If guests choose to use another mode of payment upon check-out (cash or another CC), the pre-authorisation will be cancelled.
6.Is parking available at the hotel?
Yes, we have a private, gated carpark for hotel guests. Your car may be parked for free through your stay.
7.Do you offer Smoking rooms?
No, we have only non-smoking rooms. Guests may smoke behind the hotel at the open-air carpark. Jonker Walk, including our front corridor, is a no-smoking zone by law.
8.Why are the room prices shown on your website higher than those I have seen on Online Travel Agents’ (Booking.com, Expedia, etc.) sites?
We list the same rooms rate on all our partnered Online Travel Agents. Sometimes differences in prices may arise due to currency conversions. Discounts may also be provided by them, and which we are unaware of.
We do, however, guarantee that for the same terms and conditions every booking you make will be priced equally, if not less expensive, when booking directly with us. If you do find a rate less than those on our own booking engine, our Best Rate Guarantee applies and we’ll reduce our rate to the one you found and discount it further (subject to approval).
9.Can I add an extra bed/baby cot in my room? How much will it cost?
Yes. Extra beds are charged per room per night and according to the rate season. Baby cots are provided for children under the age of two free of charge. Please request for either before arriving at the hotel! You may do so either through email or in a ‘Special Request’ or ‘Comments’ section when making your booking.