Hotel Policies & Guest Guidelines

1. Check-In & Check-Out Policy

Check-In Time: 3.00 PM onwards

Check-Out Time: 12.00 PM (noon)

Guest arriving earlier than the standard check-in time may store their luggage with the Front Office until the room becomes available.

Requests for early check-in or late check-out are subject to room availability and may incur additional charges. Guests are encouraged to contact the Front Desk in advance should such arrangements be required.

Upon arrival, guests are required to present:

• A valid government-issued identification card or passport

All guests are staying in the room must be properly registered at the Front Office in accordance with hotel policies and local regulations.

2. Reservation & Booking Policy

Reservations may be made through the following channels:

• Official hotel website
• Telephone reservations
• Email enquiries
• Walk-in bookings
• Authorized travel partners or online booking platforms

All reservations are subject to room availability and confirmation.

Certain promotional rates, packages, or special offers may include specific booking conditions and restrictions which will be clearly stated during the booking process.

3. Cancellation & No-Show Policy

Cancellation policies may vary depending on the rate type, promotional package, or booking platform used.

For standard bookings:

• Cancellations must be made at least 72 hours prior to the arrival date to avoid cancellation charges
• Late cancellations may result in a one-night room charge.
• Guests who fail to arrive on the confirmed check-in date without prior cancellation will be considered a NO SHOW, and the hotel reserves the right to charge the whole stay.

For promotional vouchers, event promotions, or special packages, specific cancellations terms may apply.

4. Booking Terms & Conditions (Online Reservation)

All reservations made through the official Pan Borneo Hotel Kota Kinabalu website, email, or telephone are subject to the following terms and conditions.

Reservation Confirmation

A reservation is considered confirmed only after the guest receives a booking confirmation email from the hotel. Guests are advised to review all booking details carefully, including:

• Stay dates
• Room category
• Number of guests
• Rate and package inclusions
• Applicable cancellation policy

If there are any discrepancies, guests should notify the hotel immediately to avoid inconvenience upon arrival.

Guaranteed Reservations

To guarantee a reservation, guests may be required to provide:

• A valid credit card
• Full payment in advance, depending on the rate plan

The hotel reserves the right to release reservations that are not guaranteed according to the specified terms.

Promotional & Special Rates

Promotional rates, flash sales, and special packages offered by the hotel may include specific terms and restrictions, including but not limited to:

• Non-refundable bookings
• Limited booking periods
• Fixed stay dates
• Voucher validity periods

Such reservations may not be amended, refunded, or cancelled unless otherwise stated in the promotion.

Booking Modifications

Changes to reservations such as:

• Date changes
• Room category upgrades
• Occupancy adjustments

are subject to availability and revised rates.

5. Payment Policy

Pan Borneo Hotel accepts the following payment methods:

• Cash (Malaysian Ringgit, MYR)
• Major credit cards (Visa and MasterCard)
• Bank transfer for approved corporate bookings
• Selected digital payment platforms

Depending on the booking conditions, full payment may be required:

• Prior to arrival
• Upon check-in
• During reservation confirmation

Any additional charges incurred during the stay must be settled upon check-in.

6. Smoking Policy

Pan Borneo Hotel Kota Kinabalu is a non-smoking property in accordance with health and safety regulations.

Smoking is strictly prohibited in:

• Guest rooms
• Corridors
• Hotel lobby
• Restaurants
• Function rooms
• Public areas within the building

Guests found smoking in non-smoking areas may be subject to a cleaning and deodorizing fee of RM500.

7. Extra Bed & Additional Occupant Policy

Room rates are based on doble occupancy (two persons), unless otherwise stated in the room category or promotion.

Extra bed requests are subject to availability and may incur additional charges.

Extra Bed Charge:

RM80/night without breakfast (inclusive of mattress, bedding and amenities)

RM100/night with breakfast (inclusive of mattress, bedding and amenities)

8. Housekeeping Services

Daily housekeeping services are provided to maintain cleanliness and guest comfort:

Housekeeping operating hours: 7.00 AM – 11.00 PM

Guests may request additional services such as:

• Extra towels
• Additional pillows
• Toiletries
• Room cleaning
• Linen changes

by contacting the Front Desk or Housekeeping Department.

To ensure privacy, guests may place the “DO NOT DISTURB” sign on the door when necessary.

9. Hotel Facilities & Guest Amenities

Pan Borneo Hotel offers a variety of facilities for guests to enjoy during their stay, including:

• Outdoor swimming pool
• Fitness centre
• Games room
• Karaoke lounge
• Restaurant & bar
• Ballroom & function rooms

Access to certain facilities may be limited to registered hotel guests only.

Guests are kindly requested to follow all safety instructions and operating hours posted at each facility.

Children using recreational facilities must be accompanied and supervised by a responsible adult at all times.

10. Damage, Loss & Liability

Guests are responsible for any damage caused to hotel property during their stay.

This includes damage to:

• Guest room furniture
• Fixtures and fittings
• Electronics and equipment
• Hotel linens and décor

Charges will apply for:

• Missing item
• Damaged property
• Lost room key cards
• Stained or damaged linens

The hotel reserves the right to charge the guest accordingly for replacement or repair costs.

11. Lost & Found Policy

Items left behind by guests will be recorded and stored by the hotel for a period of up to 30 days.

Guests who have misplaced belongings may contact the hotel directly to arrange collection or delivery.

Shipping arrangements can be made upon request; however, delivery charges will be borne by the guest.

Items unclaimed after the retention period may be disposed of at the hotel’s discretion.

12. Noise & Guest Conduct Policy

To ensure a peaceful environment for all guests, noise levels must be kept to a minimum, particularly during the designated quiet hours:

10.00 PM – 7.00 AM

Guests are requested to avoid activities that may disturb others, including:

• Loud music
• Parties
• Excessive noise in corridors or rooms

Failure to comply with this policy may result in warnings from hotel management and, in severe cases, removal from the premises without refund.

13. Safety & Security Policy

For safety reasons, the following items and activities are strictly prohibited within the hotel premises:

• Cooking appliances
• Open flames or candles
• Hazardous or flammable materials
• Illegal substances

The hotel is not responsible for the loss of valuables left unattended in guest rooms or public areas.

Guests are encouraged to store valuable items securely and make use of available safety features where provided.

14. Pet Policy

For hygiene and safety reasons, pets are not permitted within the hotel premises, unless approved under special circumstances such as certified service animals.

15. Parking Policy

Parking facilities are available within the Putatan Mall and hotel parking areas for hotel guests and visitors.

While security measures are in place, the hotel shall not be held responsible for:

• Loss of vehicles
• Damage to vehicles
• Loss of personal belongings left inside vehicles

Guests are advised to ensure their vehicles are properly locked at all times.

16. Airport Transfer Service

Complimentary airport transfer service may be available as part of selected promotions or packages.

Guests wishing to utilize this service are required to:

• Make advance reservations
• Provide flight details at least 24 hours prior to arrival

Availability may vary depending on operational capacity.

17. Guest Code of Conduct

Guests are expected to conduct themselves in a manner that respects the rights, privacy, and comfort of others.

The following behaviours are strictly prohibited within the hotel premises:

• Illegal activities
• Disorderly conduct
• Excessive noise or disturbances
• Harassment of other guests or staff
• Damage to hotel property
• Smoking in non-smoking areas
• Unauthorized commercial activities
• Bringing hazardous or illegal substances into the hotel

Guests who fail to comply with these guidelines may be subject to:

• Immediate warnings
• Additional charges
• Removal from the hotel premises without refund
• Reporting to relevant authorities if necessary

The hotel reserves the right to refuse service to individuals who engage in inappropriate or disruptive behaviour.

18. Force Majeure Policy

Pan Borneo Hotel Kota Kinabalu shall not be held liable for failure to perform obligations or delays in service due to circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Government regulations
• Public health emergencies
• Strikes or labor disputes
• Power outages
• Transportation disruptions

In such circumstances, the hotel will make reasonable efforts to assist guests with alternative arrangements whenever possible.

19. Website Information Accuracy

Pan Borneo Hotel strives to ensure that all information published on its website is accurate and up to date. However, the hotel reserves the right to:

• Modify room rates
• Update promotions
• Revise hotel policies
• Adjust facility availability

without prior notice.

Guests are encouraged to verify details at the time of booking.

20. Management Rights

Pan Borneo Hotel Kota Kinabalu reserves the right to:

• Amend hotel policies without prior notice
• Refuse service to any individual who violates hotel rules
• Remove guests from the premises for misconduct, illegal activities, or behaviour that disrupts other guests