MAKING A RESERVATION
CONFIRMING A RESERVATION
CHANGING / CANCELLATION
PRICES & PAYMENT
TRANSPORTATION
SITE SECURITY & PRIVACY POLICY

MAKING A RESERVATION

Q. I don't want to make a reservation online, what can I do ?

A. You can :
-Reserve by fax : (+609) 623 3360
-Reserve by phone : (+609) 622 2100
Our reservations team is highly trained and skilled to provide you the best service concerning your reservation enquiries. Please make sure you have all the following information:
o Arrival and departure date
o Room(s) type(s)
o Number of adults and children
o Any specific room preferences you may have
o Your phone number, E-mail address and/or fax number ( including country and area code )
o Your full credit card information.

Q. How far ahead can I book? Can I book say 12 months in advance ?

A. You can book 12 months in advance, but please ensure you remember you have made the reservation. Note that your credit card will be charged when you receive your email confirmation. If you booking date is more than 1 month in advance, we will charge a deposit equivalent to 1 room night payment.

Q. Can I specify my room preferences (preferred floor, non smoking room.) ?

A. Kindly insert your request in the "Special Request Box" in the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted as it is subject to the hotel availability upon check-in time.

Q. How do I make a reservation for someone else ?

A. To complete a reservation for someone else, simply type in his or her name instead of yours for guest name. Use the billing address for the credit card you are using as the address. Don't forget to use your email address to receive your confirmation information.

Q. What happens to my hotel booking if my flight is delayed ?

A. Please inform the hotel directly to avoid your room reservation from being automatically cancelled and you being charged a cancellation fee.

Q. What happens when I make a reservation?

A. Immediately after you submitted your reservation (using our secure reservation form), you will receive an auto-reply email within 10 seconds. This is to acknowledge we have received your reservation. Kindly check the reservation details in the auto-reply email as the information you entered will be reflected in the email.
However, please be notified that a confirm reservation of one night or a seasonal package means that a 100% deposit is required at the time of booking.

Q. What sort of acknowledgement will I receive when I book a hotel room ?

A. After your reservation is confirmed by the hotel, we will issue a Hotel Check-in Voucher and Payment Receipt via email attachment. Kindly print the Hotel Voucher and present to the hotel front desk officer upon check-in. Please print the payment receipt for your own record.

Q. Are there any cancellation charges?

A. If we receive your notification of cancellation 5 working days prior to check-in date (not including Sat, Sun & Public holidays), there will be no cancellation charge except for a bank credit card processing fee of 5%
If notification of cancellation is received on or after 5 working days (not including Sat, Sun & Public holidays) prior to check-in date OR we do not receive any cancellation notification, a bank credit card processing fee of 5% PLUS one night room charge will be levied
No Show will be 100% of the total invoice charged - No Refund
Please send us your cancellation request by email or fax to our Reservation Dept.

Q. What are the Credit Cards Refunds?

A. Please note that refunds will be made in the form of a credit to your card account.
All credit card refunds will be processed in a timely manner. The refund process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere

Q. Are prices for per person or per room?

A. All prices are for PER ROOM, unless otherwise stated.

Q. Are your prices current?

A. All our prices are current and up-to-date. However we do offer special promotional rates during certain periods. Please look up the promotional package rate. .

Q. What currency are the prices quoted in?

A. All prices are quoted in Ringgit Malaysia.

Q. Can you offer a better price for XXX number of nights stay?

A. The internet price offered is already amongst the lowest, if not the lowest available. However if you are staying 30 nights in total or more (one booking) we might be able to offer you our long term stay discount.

Q. My credit card number is correct, but it is not accepted. Why ?

A. There are a few possibilities:
Your card type is not accepted at the hotel.
The card expiration date precedes the reservation date.
You have reached your credit limit.
There is a computer error.

Q.Is there any alternative methods of payment?

A. Besides using credit cards we also accept direct bank in to our Bank Islam Account*.

Account Name: Primula Beach Hotel
Account No. 5630 1903 0907
Maybank Kuala Terengganu branch.

Account Name: Primula Beach Hotel
Account No. 1301 7010 821912

Bank Islam Malaysia Berhad
Kuala Terengganu,
Terengganu.

*Please send transaction slip via fax/email

Q. What are the check in and check out times?

A. Normal policy of hotels displayed on our web site is for check in time from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs.).

Q. Do you offer hotel pickup?

A. Generally, we recommend that you take a taxi/cab directly from the airport. The rates they offer are reasonable. However, you may check with us upon confirmation of your booking whether complimentary pick-up services are accorded.

Q. Is it safe for me to give my credit card details over the internet?

A. When you place orders or access your account information, we offer the use of a secure server. The industry standard security measures available through 128 Bits SSL (Secure Socket Layer) and approved by GEOTrust protects the confidentiality and security of online transactions by encrypting all information you input before it is sent to us and the financial institution. The authentication and encryption ensures that credit card information, as well as personal information, submitted as part of the buying process, cannot be read, altered or intercepted en route.

Q. What do you do with my personal information?

As part of your reservation we will use the data received only to process your reservation. The information provided will be used internally by the hotel for your booking and also tthe financial institution which will process your payment. Be assured when you indicate that you want to make a booking you are automatically taken into a secure booking engine that guarantees a safe and smooth transaction. We are very confident about the Internet security provided by 128 encryption of Secure Sockets Layer protocol (SSL). The security features built into Netscape Navigator, Internet Explorer, and AOL, protect your Internet communications with: server authentication, privacy using encryption, and data integrity.