Cancellation & Refunds policy

Applicable Bookings: This policy applies exclusively to direct offline bookings and reservations made via the hotel's official booking engine. For bookings made through Online Travel Agencies (OTAs) such as Booking.com, Agoda, Expedia, Airbnb, or any other third-party platform, the cancellation and refund terms as stated on the respective OTA's platform at the time of booking shall govern.

1. Free Cancellation Window Guests may cancel their reservation free of charge up to 2 days (48 hours) before the scheduled check-in date (by 23:59 local hotel time, 2 days prior). No charges will be incurred, and any prepayment made will be refunded in full.

2. Late Cancellation Cancellations made within 1 day (less than 24 hours) before the scheduled check-in date will be subject to a cancellation charge equivalent to 100% of the total reservation value. No refund will be issued.

3. Prepayment A prepayment equivalent to 100% of the total reservation value will be collected within 1 day before the scheduled check-in date. This prepayment serves as security against late cancellations and no-shows.

4. No-Show Policy Failure to arrive at the property on the confirmed check-in date without prior notification will be classified as a no-show. In such cases:

• The full prepayment will be forfeited and no refund will be released.

• The reservation will be automatically cancelled.

• Exception: Guests who are unable to arrive due to documented extenuating circumstances (e.g., medical emergency, flight cancellation, natural disaster) may submit a written request with supporting documentation. The hotel reserves the right to assess such requests on a case-by-case basis.

5. Early Departure Guests who check in but depart earlier than the confirmed checkout date will not be entitled to a refund for unused nights, unless otherwise approved by hotel management.

6. Refund Processing Approved refunds will be processed within 7–14 business days, depending on the original payment method. Credit/debit card refunds are subject to the processing timelines of the respective issuing bank. The hotel shall not be liable for delays caused by the guest's financial institution.

7. Management Discretion The waiver of any cancellation or no-show charges is at the sole and absolute discretion of hotel management. Requests for waivers must be submitted in writing and will be considered based on the merit of the circumstances presented. Approval of a waiver in any instance does not constitute a precedent or obligation to do so in future cases.

8. Amendments to Reservations Any changes to check-in dates, room type, or duration of stay are subject to availability and may affect applicable rates. Rate differences resulting from amendments are the sole responsibility of the guest.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail reservation@dgph.com.my