We strive to provide our guests with an exceptionally clean, safe, and friendly hotel experience.  The following Hotel Policy/House Rules have been established based on industry standards, management and operational procedures, and our personal experience of owning and operating the OTEL Hotel Sibu since 2019.  These Hotel Policy/House Rules are considered a part of our reservation agreement with you.  As our hotel guest, by reading and signing your hotel registration you are agreeing to abide by all of our Hotel Policy/House Rules, terms and conditions, and procedures.  These Hotel Policy/House Rules are presented here to help promote our guests’ safety and enjoyment and to ensure that each guest is aware of the understandings between the OTEL Hotel Sibu and the guest.  Our Hotel Policy/House Rules may change from time to time, so please check back often.

 

100% SMOKE-FREE

OTEL Hotel Sibu is a 100% Smoke-Free.  For safety and to assure that our facility is not exposed to items or actions that create an odour which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, linens, walls, and furniture we do not permit smoking tobacco, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cooking, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility. A minimum fee of MYR 500.00 will be charged if any evidence of smoking is found in the non-smoking room.

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.  Illegal Drugs is prohibited at all times.

 

GUARANTEED RESERVATIONS:

All reservations must be guaranteed with a valid major credit card.  Guests must be 18 years and older.  We do not charge your credit card at the time you make your reservations.  Your credit card guarantees your reservations. Please make sure to receive a reservation confirmation number when you make a reservation. Reservations must be cancelled Forty-eight (48 hours), hotel local time, prior to your arrival date, in order to avoid a one (1) room night, plus tax cancellation fee.  Reservations will be held until 4:00 p.m following your scheduled arrival date.  If you have not checked in by that time, a NO-SHOW charge of one room night, plus tax will be charged to your credit card and the balance of your reservations will be cancelled. OTEL Hotel Sibu is not responsible for weather conditions, personal emergencies, or schedule changes.

 

CHECK-IN TIME:      2:00 p.m. 

 

EARLY CHECK-IN/PRE-REGISTRATION:

Early check-in is offered based on availability.  Rooms may not be available until after the hotel's designated check-in time. Occupancy prior to check-in time on the date of the reservation cannot be confirmed unless the hotel has availability and payment for the previous night is received by the hotel prior to arrival either by credit card accepted by the hotel. Please contact reservation personnel directly to make reservations and complete a credit card authorization form prior to your arrival (6082) 456 144.

 

CHECK-IN REQUIREMENTS:

Guests must be at least 18 years of age to check in at OTEL Hotel Sibu.  In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (A valid Driver’s license, passport, etc.) at check-in.  A valid, signed, and pre-approved credit card in the name of the guest registration is also required.  It is your responsibility to fully understand the manner in which your bank processes pre-authorizations and charges to your credit/debit card.  Some banks hold pending authorizations for up to 30 business days.

 

PRE-AUTHORIZATION AT CHECK-IN:

A pre-authorization is a temporary hold of a specific amount of your available credit limit balance placed on your credit/debit card for the full amount of your intended stay, plus tax.  All credit/debit cards are pre-authorized at check-in.  Pre-authorization is not a charge to your account, it is a hold on those funds.  Once your actual charge is posted at check-out it can take anywhere from 24 hours to 30 days for the original pre-authorization to be removed by your bank.  If you change your method of payment at check-out or change the length of your stay, your bank may not post the changes to your account immediately. OTEL Hotel Sibu has no control over the policies of your bank and will not be held liable for any “insufficient funds” penalties or any other resulting fees or charges.  It is your responsibility to fully understand the manner in which your bank processes pre-authorizations and charges to your debit or credit card.  Some banks hold pending authorizations for up to 30 days.

 

GUEST REGISTRATION:

We require valid contact information from the guest making the reservations including first and last name, address, phone number, and signature.  The names of all guests occupying the room must be registered.  Information regarding your license plate/car description is also gathered at check-in for security.

CHECK-OUT TIME:  Room rental period expires at 12:00 p.m.  Additional day charge, plus tax may apply for late checkout.

 

CHECK-OUT PROCEDURE:

Check-out time is 12 p.m.  If you require a later check-out, please contact Front Desk prior to the day of your departure and we will do our best to accommodate your request.  A charge may apply for late check-out.

 

EARLY DEPARTURE:

Guests who check out prior to the departure date confirmed for any reason, hotel may impose an early departure fee of one night, plus tax.

 

NO SHOW CHARGES:

Failure to check in on the scheduled arrival date for a reservation guaranteed with a credit card will result in a No-Show fee being charged to your credit card.  You will only be charged the first night, one (1) night’s full room rate plus taxes and the balance of the reservation will be cancelled.

 

CANCELLATION:

OTEL Hotel Sibu is not responsible for weather conditions, personal emergencies, or schedule changes.  Reservations must be cancelled seventy-two (72 hours) hotel time, prior to your arrival date, in order to avoid a one (1) night full room cancellation fee.  If reservations are cancelled less than 72 hours before the arrival date, your credit card may be charged the full room charge plus taxes. If you are staying more than one (1) night, only the first night and taxes will be charged.  If you cancel any reservation, you must obtain and save the cancellation number for your records.

 

SPECIAL REQUESTS:

We will make every effort to honor special requests such as a specific floor or room number, etc. upon your arrival. All special requests are noted on reservations and we will do our best to accommodate.   However, the availability of these items cannot be guaranteed in advance.

 

HANDICAPPED ROOMS：

Handicapped compliant guest rooms are available and should be reserved in advanced; please contact the hotel directly (6084) 251 133. However, the availability of these rooms are subject to availability.

 

PAYMENT: 

All reservations and registration must be guaranteed with a valid major credit card.  We accept Visa and Master Card.  Credit cards must be signed.  Cash (MYR) payment is welcomed with a signed and pre-authorized credit card.  All guests are required to present a valid major credit card and government issued photo identification even if guests are planning on paying in cash upon check-out.  Checks and foreign currency not accepted. We do not accept personal cheque for room payment.

 

DEPOSITS AND GUARANTEES:

There is no deposit required to make an individual room reservation.  However, a major credit card is required at the time of booking to guarantee the room and secure the reservation period. Upon check-in, there will be a deposit of RM50 to be collected for the incidental charges.

 

RATES:

All rates are quoted in MYR currency, excluding tax.  Rates may increase without notice.  Rates as advertised on the OTEL Hotel Sibu 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.  Rates are based on, Deluxe (1-2 occupancy), Superior (1-2 occupancy) and Superior Deluxe (1-2 occupancy) and are subject to availability.

 

TAXS:

Applicable taxes, service charges, and service tax, if applicable, will be added to the hotel bill unless indicated as a package feature. The taxes, service charges and value added tax shown on your e-mail confirmation are those currently in effect. A tourist tax of MYR 10 per room per night is applied to all foreign guests. This tax is not included in the room rate and must be paid upon check-in. Guests with a valid Malaysian Identity Card or valid permanent residents MY PR Card are exempted. Taxes, service charges, etc. are subject to change without notice according to local law. Other prevailing taxes that will be introduced or imposed by Malaysia Government (if any) are strictly borne by the guest.

 

RESERVATION AND PAYMENT FOR GUESTS BY PRIVATE THIRD PARTIES:

Generally, third party payment is not permitted.  In the case of paying for a family member if you will not be physically present at the hotel, we require prior completion and approval of a Third Party Credit Card Authorization form including a copy of your Identification and the front and back of your signed credit card.  You will be responsible for any and all damages and loss.  We reserve the right to refuse reservation at any time for any reason.
 

CREDIT CARD AUTHORIZATION FOR CORPORATE THIRD-PARTIES / PREPAID BOOKINGS:

Please contact OTEL Hotel Sibu reservations department at least 72 hours prior to guest’s arrival to request a Third Party Credit Card Authorization form. 

We are open 9:00 a.m. – 5:00 p.m. (Monday – Sunday)  

We must receive the information by email reservations@otel.com.my and process the approval for your reservations prior to the guest’s arrival. 

 

RIGHT TO REFUSE SERVICE:

OTEL Hotel Sibu 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.  OTEL Hotel Sibu 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 Malaysian Government and the owners for the operation and management of the hotel. OTEL Hotel Sibu 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; is unable to properly supervise their children at all times, seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm; or something, 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 OTEL Hotel Sibu for the operation and management of our hotel.

 

VISITORS:

Visitors must notify Front Desk upon their arrival.  Visitors must be accompanied by the registered guest at all times. As a registered guest, you are responsible for your visitor at all times.

 

DO-NOT DISTURB AND ACCESS TO ROOMS:

Management reserves the right to enter a room with a known status of “IN” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Hotel Policy/House Rules. 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/House Rule is broken.  Law enforcement will be granted immediate access to hotel property and rooms of evicted guests.

 

CHILDREN:

Children aged 12 and under stay for free when sharing a room with one or more paying adult(s), using existing bedding.  As the parents, guardians, or chaperones of children you are personally and legally responsible for 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 baby cribs are available upon request.  Availability is on a first-come, first-served basis.  Maximum capacity of baby crib is one (1) per room. For safety, pillows are not provided for cribs.

 

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 you have lost your key and require a duplicate.  Please return room keys to Front Desk upon Check-out. For a lost or unreturned room key will be charged at a fee of RM30.00 per key card.

 

HOUSEKEEPING/ROOM INSPECTION:

Housekeeping is provided daily between the hours of 9.00 a.m.- 5.00 p.m.  Housekeeping may start as early as 8.00 a.m. during peak season.  Rooms are cleaned and inspected daily and a detailed log is maintained on each room and linen.  If our investigation concludes that you have smoked in your room, cooked, or brought a prohibited item into our facility, you will be fined, and evicted without any refund.

 

LINEN CHANGING:

Your comfort is very important to us.  For guests staying multiples nights, bed linen is changed on a rotation schedule.  Used towels are exchanged based on your request.  If Housekeeping is unable to change a bed due to personal items left on a bed, a note will be left.  Housekeeping will be happy to change your bed linens and make your beds each day if all personal items are removed.  Please contact our Front Desk staff if you have any additional questions or concerns.

 

LOST & FOUND POLICY:

OTEL Hotel Sibu assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please call us immediately (6084) 251 133 and we will try to assist you in locating your lost item.

 

FOUND ITEMS:

OTEL Hotel Sibu 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 fourteen (14) days.  Records of Lost & Found items are retained for three years.  Reasonable effort will be made to notify the guest that an item has found.  Perishable items, underwear, and miscellaneous toiletries are discarded. 

 

RETURN:

We would be happy to return your lost item(s) to you by postage / courier service.  Your credit card will be charged packaging and postage, plus a MYR20.00 handling fee.  A separate receipt will be mailed to you.  OTEL Hotel Sibu is not responsible for any item lost or misdirected during shipment / postage.

 

ALCOHOL POLICY:

Registered guests of legal age who choose to bring their own alcoholic beverages must consume those in their room.  Alcohol is not allowed in public areas such as the lobby, halls, etc.

 

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 and in the Guest Room Information located in each guest room. The hotel is fully equipped with smoke detectors, fire safety information in Guest Room Information, and emergency evacuation plans on the door of each guest room.  Please review this important information.

 

NO IN-ROOM PARTY:

OTEL Hotel Sibu enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times.  No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise.  If our request is not followed, the guest 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. your stay will be considered a party.  You will be ordered to vacate the premises without refund and may be access Guest Compensation Disturbance Fee.

 

FREE WiFi ACCESS:

Access to our WiFi is free for our 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.  OTEL Hotel Sibu assumes no liability for guest use.

 

TERMS & CONDITIONS:

OTEL Hotel Sibu makes its best efforts to ensure that all the information that appears on its website is accurate.  However, no warranty, expressed or implied, is given that the information provided on this website is error free.  OTEL Hotel Sibu does not accept liability for any errors and/or omissions, and reserves the right to change the information published at any time and without notice.

  

PARKING AT OWN RISK:

All vehicle(s) must be listed on the registration at check-in.  Parking for registered guest(s) is free.  All vehicles are parked at the risk of the owner.  OTEL Hotel Sibu shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked on the hotel property.  If a vehicle is left in the hotel parking lot after the guest has departed (30 days) without the written consent of the hotel, the hotel reserves the right to have the vehicle towed at the owner’s expense. 

 

DAMAGE AND/OR THEFT OF HOTEL PROPERTY:

You 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 you or any person in your party whether or not staying at the hotel during your stay.  OTEL Hotel Sibu reserves the right to retain your 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 deem necessary to compensate or make good the cost or expenses incurred or suffered by OTEL Hotel Sibu as a result of the aforesaid.  Should this damage come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee,  guest compensation, etc.  We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

 

DAMAGE DISCOVERED AFTER CHECK-OUT:

Guest Rooms found 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 TO ROOM:

Damage to rooms, fixtures, furnishing and equipment including the removal of electronic equipment, towels, art work, etc. will be charge at 120% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or wilful, is the responsibility of the registered guest for each particular room.  Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest.  In extreme cases, criminal charges will be pursued.

 

DAMAGE TO MATTRESSES AND BEDDING:

Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge for the special cleaning, repair or replacement of the damaged article.

 

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS/FIRE-FIGHTING EQUIPMENT:

OTEL Hotel Sibu reserve the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the hotel, including 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.  Should the fact that fire-fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc.

 

PETS POLICY:

Pets are not allowed under any circumstances within the hotel compounds. At the moment, the hotel does not have the capacity or facilities to allow this guests to check-in with pets.

 

CHANGES OR MODIFICATION TO THE HOTEL POLICY/HOUSE RULES:

OTEL Hotel Sibu reserves the right to amend, modify, change, cancel, vary or add to these Hotel Policies/House Rules or the arrangements and content featured on our Hotel website at any time without prior notice.  Please check our website regularly for updates to Hotel Policy/House Rules. Any modification to these Hotel Policy/House Rules that occurs before your departure is considered a part of your reservations agreement with us.