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Retreat & Glamping | Updated 2026

Welcome to Enchant Telok Melano

This Guest Policy outlines important operational, safety, environmental, and reservation guidelines to help ensure a safe, respectful, and enjoyable experience for all guests at Enchant Telok Melano. By confirming a reservation, guests acknowledge and agree to the following terms and practices.

1. Reservation & Payment

1.a. Booking Confirmation

i. Direct bookings through WhatsApp or other manual channels require a minimum 50% payment to secure the reservation.

ii. Reservations without deposit payment are not considered confirmed.

iii. Website or selected booking platform reservations may require full payment in advance depending on the booking channel.

1.b. Payment Terms

i. Remaining balances must be settled before or during check-in.

ii. Payment terms for OTA or third-party booking platforms are subject to the policies of the respective provider.

iii. Tourism Tax, service charges, or additional government-related charges may apply where required.

1.c. Cancellation, Refund & Date Change

i. All confirmed bookings are generally non-refundable.

ii. Guests may request date changes up to three (3) times within six (6) months from the original stay date, subject to availability.

iii. Date changes must remain within the same package, unit category, and rate tier arrangement.

iv. Additional charges may apply for upgraded units, weekends, public holidays, or peak seasons.

v. No-shows are considered forfeited bookings and are not eligible for refund or rescheduling.

vi. Refunds due to approved operational issues or overbookings will be processed according to banking and payment provider timelines.

2. Check-In, Check-out & Quiet Hours

2.a. Standard Check-In & Check-Out

i. Check-in: 3:00 PM – 6:00 PM

ii. Check-out: by 11:30 AM

2.b. Early Check-In & Late Check-Out

i. Subject to availability and prior arrangement.

ii. Additional charges may apply.

2.c. Quiet Hours

i. Quiet hours are from 12:00 AM to 7:00 AM.

ii. Guests are expected to preserve the peaceful retreat atmosphere and avoid loud or disruptive behaviour.

3. Property, Nature & Campsite Etiquette

3.a. Respect for Environment

i. Guests must respect nature, vegetation, wildlife, and surrounding areas.

ii. Littering, damaging plants, feeding animals, or disturbing the environment is prohibited.

iii. Guests are encouraged to practice responsible outdoor behaviour and leave no trace.

3.b. Food Storage & Wildlife Awareness

i. Guests are encouraged to store food and drinks properly in sealed containers.

ii. Food should not be left unattended outside tents, domes, campsites, or common areas.

iii. Feeding, disturbing, or approaching wildlife and stray animals is strictly discouraged for safety and environmental reasons.

3.c. Open Campsite Experience

i. Enchant offers selected open camping experiences for guests using their own camping equipment.

ii. Campsites are open-layout areas without fixed lot divisions to preserve flexibility and atmosphere.

iii. Campers are responsible for their own tent setup, belongings, safety, and cleanliness.

iv. Camping capacity limits and operational instructions must be respected at all times.

v. Guests must not leave rubbish, food waste, or unattended hazardous items behind.

3.d. Smoking & Vaping

i. Smoking or vaping is prohibited inside accommodation units and enclosed common areas.

ii. Smoking is allowed only at designated outdoor areas.

iii. Cleaning or damage charges may apply for violations.

3.e. Fires & Cooking

i. Cooking and open flames are allowed only in approved areas.

ii. Fires and BBQ equipment must never be left unattended.

iii. Guests are responsible for safe usage of any rented cooking equipment.

4. Guest Access, Parking & Safety

4.a. Parking Guidelines

i. Parking is provided for registered guests only.

ii. Guests arriving with additional vehicles must inform management in advance.

iii. Management reserves the right to limit vehicle access depending on occupancy and operational conditions.

4.b. Walking Access & Vehicle-Free Zone

i. Certain accommodation areas operate as vehicle-free zones to preserve the retreat atmosphere.

ii. Guests may be required to walk to accommodation units via pathways

iii. Guests are advised to wear suitable footwear and remain cautious on uneven surfaces.

4.c. Beach & Road Safety

i. The beach area is a public natural coastal environment and conditions may change depending on tides and weather.

ii. Guests must remain alert near roads, beach crossings, slopes, rocks, and uneven surfaces.

iii. Children must be supervised by parents or guardians at all times.

iv. Guests are advised to avoid swimming during rough sea conditions or dangerous weather.

4.d. Nature & Weather Conditions

i. Guests acknowledge that Enchant operates within a natural outdoor environment.

ii. Rain, strong winds, insects, wildlife sounds, humidity, or occasional utility disruptions may occur.

iii. Management reserves the right to make operational adjustments for safety or environmental reasons.

5. Glamping-Specific Considerations

5.a. Utilities & Infrastructure

i. Enchant operates using a hybrid combination of utility, solar, and backup systems.

ii. Guests are encouraged to use electricity and water responsibly.

5.b. Water & Power Disruptions

i. Water pressure interruptions or electricity disruptions may occasionally occur due to rural infrastructure limitations.

ii. Guests are encouraged to bring suitable personal comfort items such as torchlights, power banks, toiletries, insect repellent, and outdoor essentials.

5.c. Telecommunication Limitations

i. Mobile and internet coverage may occasionally be weak or interrupted depending on weather and network conditions.

ii. This may affect communication response times and online payment systems.

5.d. Emergency Preparedness

i. The nearest town facilities are located approximately 20–30 minutes away by vehicle.

ii. Guests may be advised to seek additional assistance in Sematan or Lundu during emergencies.

6. Visitors, Events & Content Creation

6.a. Visitor Policy

i. Only registered guests are permitted within accommodation and overnight stay areas unless approved by management.

ii. Visitor access may be limited during peak occupancy, private events, or operational periods.

6.b. Photography & Commercial Content

i. Personal photography is welcomed.

ii. Commercial shoots, filming, drone usage, pre-wedding photography, or professional content production may require prior approval and additional arrangements.

7. Personal Belongings, Damages & Liability

7.a. Personal Belongings

i. Guests are responsible for their own belongings, valuables, vehicles, camping equipment, and personal items throughout their stay.

ii. Management shall not be held responsible for loss, theft, weather-related damage, wildlife disturbance, or accidents resulting from guest negligence.

7.b. Property Damage & Cleaning

i. Guests may be held responsible for excessive cleaning, damages, missing items, or unsafe usage caused during their stay.

ii. Additional cleaning or repair charges may apply where necessary.

8. Substances & Behaviour

8.a. Substance Use & Conduct

i. Illegal drugs, dangerous substances, excessive intoxication, violence, harassment, vandalism, or disruptive behaviour are strictly prohibited.

ii. Management reserves the right to refuse service or request guests to leave without refund if behaviour threatens safety, comfort, or operations.

9. Contact & Support

9.a. Assistance & Communication

i. Guests may contact the Enchant team via WhatsApp at 019-888 5081.

ii. Guests may also approach the Welcome Centre during operating hours for assistance.

Enchant Telok Melano reserves the right to update or adjust this Guest Policy where necessary to support operational safety, guest experience, environmental responsibility, and regulatory compliance.