Refunds & Cancellations
Clarity on when refunds apply, how we calculate eligibility, and how to request one.
Quick facts
Effective Date
November 27, 2025
Owner
Ikhlas Hotel Management (Sole Proprietorship)
Address
NO. 7, 8 DAN 9, BLOCK 7, DANGA BAY, JALAN SKUDAI, 80200 JOHOR BAHRU, JOHOR
Registration Number
201703181207 (JM0808723-P)
This Refund Policy ("Policy") governs refunds for room reservations and related services booked directly with The Ardens Hotel - Taman Sentosa through our official website and/or mobile application ("Direct Bookings").
All dates and times referred to in this Policy are based on Malaysia Time (MYT, UTC+8) and, unless otherwise specified, refer to our standard check-in time of 03:00 PM.
Subject to the terms of your selected rate plan, Direct Bookings are eligible for a full refund of room charges and applicable taxes if the cancellation is received at least 24 hours before the scheduled check-in date and time.
Example: If your check-in is on 30/11/2025 at 03:00 PM, cancellations submitted and received by us before 29/11/2025 at 03:00 PM are eligible for a full refund. After 29/11/2025 at 03:00 PM, the booking becomes non-refundable.
The time of cancellation will be determined based on the timestamp recorded in our reservation system.
Certain rate plans, advance purchase offers, and promotional packages may be designated as non-refundable. These will be clearly indicated at the time of booking.
For such non-refundable or special promotional rates, no refund, amendment, or date change will be permitted once the booking is confirmed, except where required by applicable law.
If you fail to check in on the scheduled arrival date without prior cancellation (a "no-show"), or if you cancel after the 24-hour cutoff period, the booking will be treated as non-refundable.
In such cases, up to 100% of the total room charges and applicable taxes for the stay may be charged in accordance with the booked rate plan.
If you choose to check out earlier than the confirmed departure date, any unused nights are generally non-refundable.
Depending on the rate plan booked or any specific package terms, an early departure fee or full charge for the original length of stay may apply, unless otherwise required by law.
Bookings involving multiple rooms, group allotments, corporate events, or special functions may be subject to separate cancellation and refund terms as outlined in the relevant group or event contract.
Where the terms in a signed agreement differ from this Policy, the terms of that agreement will prevail for the affected booking.
If we are unable to honour your stay due to events beyond our reasonable control (including but not limited to government restrictions, natural disasters, public health emergencies, or other force majeure events), we will handle affected reservations in accordance with applicable law.
Depending on the circumstances, we may, at our discretion and subject to legal requirements, offer options such as a date change, credit for a future stay, or a refund of amounts paid.
Where a refund is approved under this Policy, it will be processed back to the original method of payment used at the time of booking, unless otherwise agreed or required by law.
To request a refund or cancellation, please contact us through our official contact channels as listed on our website.
Include your booking reference, guest name, check-in date, contact details, and a brief explanation of your request so that we can review it efficiently.
We may update this Refund Policy from time to time. We will notify you of any significant changes by posting the new policy on our Service and updating the "Effective Date". Your continued use of the Service after such changes constitutes your acceptance of the new policy.
If you have any questions about this Refund Policy, your booking, or your eligibility for a refund, click here to contact us. Our team will be pleased to assist you.