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Last Updated: May 2026

Thank you for choosing StayInn Gateway Kuching.

This Reservation, Payment & Cancellation Policy is designed to provide clear and practical booking guidelines while supporting a smooth hospitality experience for all guests.

By confirming a reservation with StayInn Gateway Kuching through direct booking channels, guests acknowledge and agree to the following terms and conditions.

1. Reservation Confirmation

Reservations may be made through:

  • StayInn official website,
  • WhatsApp,
  • phone enquiries,
  • social media channels,
  • email,
  • Online Travel Agencies (OTAs),
  • or approved booking partners.

For direct bookings, reservations are considered confirmed only after:

  • required payment or deposit is received,
  • payment verification is completed,
  • and confirmation is issued by the StayInn team.

StayInn reserves the right to release unconfirmed reservations if payment is not received within the stated timeframe.

2. Payment Terms

Accepted payment methods may include:

  • online bank transfer,
  • cash payment,
  • approved digital payment methods,
  • or other payment arrangements approved by management.

Payment instructions will be provided during the booking process.

Guests are encouraged to provide accurate payment references or proof of transfer for verification purposes.

3. Tourism Tax & Government Charges

Tourism Tax imposed by the Government of Malaysia may apply to applicable foreign guests based on prevailing regulations.

Any applicable government taxes, service charges, SST, or tourism-related charges shall be payable according to current Malaysian laws and regulations at the time of stay.

4. Booking Amendments & Date Changes

Date change requests are subject to:

  • room availability,
  • operational scheduling,
  • rate differences,
  • seasonal demand,
  • and management approval.

Additional charges may apply for:

  • peak season dates,
  • public holidays,
  • weekend upgrades,
  • unit upgrades,
  • or revised occupancy arrangements.

StayInn may reasonably limit repeated booking amendments to ensure operational fairness and room inventory management.

5. Cancellation Policy

Direct Bookings

Cancellation requests should be communicated as early as possible through official StayInn communication channels.

Refund eligibility may vary depending on:

  • notice period provided,
  • booking dates,
  • occupancy period,
  • seasonal demand,
  • promotional arrangements,
  • and operational considerations.

Peak Seasons & Special Periods

During:

  • public holidays,
  • festive seasons,
  • school holidays,
  • special events,
  • peak travel periods,
  • or promotional campaigns,

certain bookings may become:

  • partially refundable,
  • non-refundable,
  • or subject to revised cancellation terms.

Guests are encouraged to verify applicable cancellation terms before confirmation.

6. No-Show Policy

Failure to arrive without prior notification may be treated as a no-show reservation.

No-show bookings may result in:

  • cancellation of remaining reservation nights,
  • forfeiture of payments made,
  • or applicable operational charges.

7. Refund Processing

Where refunds are approved:

  • processing time may vary depending on payment channels and banking processes,
  • administrative deductions or transaction charges may apply where relevant,
  • refunds will generally be processed back through the original payment method where reasonably practicable.

Refund timelines may vary depending on operational, banking, or financial processing requirements.

8. OTA & Third-Party Reservations

Reservations made through:

  • Online Travel Agencies (OTAs),
  • booking platforms,
  • travel agents,
  • or third-party partners

remain subject to the cancellation, refund, amendment, and payment policies of the respective booking platform.

Guests are encouraged to review the applicable booking platform policies carefully before confirming reservations.

9. Force Majeure & Operational Circumstances

StayInn shall not be held responsible for inability to fulfill reservations due to circumstances beyond reasonable operational control, including but not limited to:

  • natural disasters,
  • government restrictions,
  • utility disruptions,
  • public emergencies,
  • safety concerns,
  • building management restrictions,
  • or unforeseen operational events.

In such situations, StayInn may reasonably offer:

  • alternative arrangements,
  • reservation amendments,
  • date postponements,
  • credits,
  • or other operational solutions where appropriate.

10. Management Discretion

StayInn understands that exceptional situations may occasionally arise.

Management reserves the right to review special cases individually and may reasonably provide flexibility, goodwill arrangements, or operational solutions depending on circumstances, availability, and practicality.

Such discretion shall remain entirely at the management’s judgment and does not constitute an ongoing obligation or precedent.

11. Reservation Accuracy

Guests are responsible for ensuring:

  • booking details are accurate,
  • occupancy information is correct,
  • contact information is updated,
  • and special requests are communicated clearly before arrival.

StayInn shall not be responsible for operational issues resulting from inaccurate booking information provided by guests or third parties.

12. Contact Information

For reservation support, booking amendments, or cancellation enquiries, guests may contact:

StayInn Gateway Kuching

📧 Email: stayinngatewaykch@gmail.com
📱 WhatsApp / Contact: +60 14-999 6968

13. Final Note

StayInn Gateway Kuching aims to maintain a practical, respectful, and guest-friendly hospitality environment while balancing operational fairness, room availability, and service quality.

We appreciate your understanding and cooperation, and we look forward to welcoming you for a comfortable city stay experience in Kuching.