Reservation, Cancellation & Refund Policy | Updated: May 2026
Thank you for choosing Enchant Retreat & Glamping Telok Melano.
As Enchant operates within a small-scale nature retreat and glamping environment, reservations involve advance operational preparation, manpower coordination, accommodation setup, and limited inventory management.
This policy is designed to provide clear and fair booking guidelines while maintaining flexibility and operational practicality for both guests and management.
By confirming a reservation, guests acknowledge and agree to the following terms.
1. Reservation Confirmation
Reservations may be made through:
- Official website
- Social media platforms
- Online Travel Agencies (OTAs)
- Approved booking partners
Direct Booking Confirmation
For direct bookings:
- A minimum 50% payment is required to secure the reservation.
- Reservations are considered confirmed only after payment verification and confirmation by the Enchant team.
Reservations without payment confirmation may be automatically released without prior notice.
OTA & Third-Party Reservations
Reservations made through:
- Traveloka
- Escabee
- Travel agencies
- Or other third-party booking providers
remain subject to the cancellation, payment, and refund policies of the respective booking platform.
Guests are encouraged to review the applicable platform terms carefully before confirming reservations.
2. Payment Terms
The remaining balance (if any) must be fully settled before or during check-in unless otherwise arranged by management.
Accepted payment methods may include:
- Online bank transfer
- Approved digital payment methods
- Cash payment
- Other approved operational arrangements
Guests are encouraged to provide accurate payment references or proof of payment 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.
Additional government-related taxes, service charges, or statutory fees may also apply where required by Malaysian law.
4. Cancellation Policy
Due to Enchant’s:
- Limited accommodation inventory
- Advance operational preparation
- Manpower planning
- Housekeeping arrangements
- Utility preparation
- Retreat environment setup
all confirmed reservations are generally considered non-refundable.
This includes:
- Cancellations
- Shortened stays
- Last-minute cancellations
- Unused reservation nights
5. Date Changes & Rescheduling
Enchant understands that unexpected situations may occasionally arise.
For direct bookings, guests may request:
- Up to three (3) date changes
- Within six (6) months from the original stay date
- Subject to accommodation availability and operational practicality
Rescheduled bookings must remain within:
- The same package
- Same unit category
- Same rate tier arrangement
Additional charges may apply for:
- Weekends
- Public holidays
- Peak periods
- Upgraded units
- Revised occupancy arrangements
Date changes are not guaranteed and remain subject to management approval and operational availability.
6. No-Show Policy
Guests who fail to arrive without prior notice will be considered a no-show reservation.
As Enchant operates with limited manpower and advance operational preparation, all confirmed reservations — including single-unit stays — require:
- Staffing preparation
- Housekeeping readiness
- Utility preparation
- Accommodation setup prior to guest arrival
For this reason:
- No-show reservations are non-refundable
- Non-transferable
- Not eligible for future rescheduling
7. Refund Processing
Where refunds are approved by management due to:
- Operational issues
- Overbookings
- Duplicate payments
- Exceptional approved circumstances
refund processing timelines may vary depending on:
- Banking procedures
- Payment platforms
- Card processing timelines
- Financial provider systems
Management shall not be responsible for delays caused by external financial institutions or payment providers.
8. Overbooking & Operational Adjustments
While Enchant aims to maintain accurate reservation management at all times, occasional operational issues or overlapping reservations may occur due to:
- Manual booking coordination
- OTA synchronization delays
- System limitations
- Unforeseen operational circumstances
Where necessary, management may reasonably provide:
- Alternative arrangements
- Accommodation adjustments
- Date changes
- Credits
- Approved refunds depending on circumstances and availability
9. Nature, Weather & Force Majeure Conditions
Enchant operates within a natural outdoor coastal environment where conditions beyond management control may occasionally affect operations.
This may include:
- Heavy rain
- Storms
- Strong winds
- Flooding
- Road conditions
- Utility disruptions
- Telecommunication interruptions
- Government restrictions
- Other unforeseen environmental situations
As glamping and retreat experiences naturally involve outdoor environmental conditions, weather-related discomfort alone does not automatically qualify for refunds.
However, management reserves the right to reasonably review situations individually where:
- Guest safety
- Operational practicality
- Severe access limitations are significantly affected
10. Management Discretion
Enchant believes in maintaining:
- Operational fairness
- Practical flexibility
- Human hospitality
Management reserves the right to review exceptional cases individually and may reasonably provide:
- Goodwill arrangements
- Rescheduling support
- Operational flexibility
- Alternative solutions where appropriate
Such discretion remains entirely at management’s judgment and does not constitute an ongoing obligation or precedent for future cases.
11. Reservation Accuracy
Guests are responsible for ensuring:
- Reservation details are accurate
- Occupancy information is correct
- Contact information is updated
- Special requests are communicated clearly before arrival
Management shall not be responsible for operational complications resulting from inaccurate information provided during reservation.
12. Contact & Reservation Support
Enchant Retreat & Glamping Telok Melano
WhatsApp / Contact: +60 19-888 5081
13. Final Note
Enchant Retreat & Glamping Telok Melano is built around:
- Slower living
- Nature appreciation
- Retreat atmosphere
- Outdoor simplicity
- Meaningful hospitality experiences
We appreciate your understanding and cooperation in helping us maintain a respectful, balanced, and enjoyable environment for all guests and the surrounding community.