This Guest Policy outlines important terms, safety guidance, and property practices designed to ensure a safe, enjoyable, and respectful experience for all guests at Enchant Telok Melano. By confirming a reservation, guests agree to the following:
1.a. Booking Confirmation
i. Bookings made through the official website require full payment in advance.
ii. Bookings made through WhatsApp or alternative platforms require a 50% deposit to confirm.
1.b. Payment Terms
i. The remaining balance (if any) must be fully paid before or during check-in.
ii. All payments are non-refundable, including cancellations, shortened stays, and no-shows.
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 must be arranged in advance.
ii. Additional charges may apply.
2.c. Quiet Hours
i. Quiet hours are from 12:00 AM to 7:00 AM.
ii. No loud music, parties, or disruptive behavior is allowed during this time to preserve the peace and retreat atmosphere.
3.a. Respect for Environment
i. Guests must stay on marked paths and avoid disturbing wildlife or vegetation.
ii. Picking plants, feeding animals, or leaving trash behind is prohibited.
iii. Practice “Leave No Trace” at all times.
3.b. Food Storage & Wildlife Awareness
i. All food must be stored in sealed containers.
ii. Do not leave food unattended outside tents or domes.
iii. Feeding or approaching wildlife is strictly prohibited.
3.c. Smoking & Vaping
i. Smoking or vaping is not allowed inside any unit (domes, tents, cabins, or covered areas).
ii. Smoking is permitted only in designated outdoor areas.
iii. A cleaning fee of RM250+ applies for any violation.
3.d. Fires & Cooking
i. Fires are allowed only in designated fire pits.
ii. Fires must not be left unattended and must be fully extinguished before leaving the area.
iii. Cooking appliances such as propane stoves or BBQ pits are available for rent.
iv. Open flames are not allowed outside designated areas.
4.a. Parking Guidelines
i. Each unit includes parking for one (1) vehicle in the designated guest lot.
ii. Guests must inform the management in advance if more than one vehicle is arriving; a surcharge may apply.
iii. Parking is reserved for registered overnight guests only.
4.b. Walking to Units
i. Enchant Telok Melano is designed as a vehicle-free zone near accommodations.
ii. Guests are required to park at the main lot and walk to their tent or dome via signposted gravel paths.
iii. Luggage carts are available at the reception for convenience.
5.a. Hybrid Energy & Water System
i. Enchant operates on a hybrid system of solar power, battery, and local utility sources.
ii. Guests are encouraged to:
• Turn off all lights and switches when not in use.
• Use air-conditioning moderately to reduce energy waste.
5.b. Water Supply Limitations
i. During peak seasons, Telok Melano village may face water pressure issues.
ii. The site is equipped with backup water tanks, but unexpected shortages may still occur.
iii. Guests are advised to bring personal essentials such as:
• Body wipes
• Mouthwash
• Bottled water or similar personal care supplies.
5.c. Blackouts & Power Outages
i. Due to the remote location, electricity disruptions may occur.
ii. Guests are encouraged to prepare for their own comfort by bringing:
• Torchlights
• Power banks
• Mini fans or solar-powered devices.
5.d. Telecommunication Limitations
i. Telecommunication lines may be intermittent or unavailable, especially during heavy usage or bad weather.
ii. This may impact:
• Emergency contact availability
• On-site booking or payment systems
• Staff communication and response time
5.e. Emergency Preparedness
i. In the event of a medical emergency, blackout, or other serious issue, the nearest town is approximately 20–30 minutes away by car.
ii. Guests may be advised to seek further assistance in Sematan or Lundu.
5.f. Recommended Personal Items
Guests are encouraged to bring:
• Torchlight / camping light
• Insect repellent / mosquito patches
• Sunscreen / umbrella / poncho
• Personal hygiene items
• Any personal outdoor gear suitable for glamping
6.a. Substance Use
i. No illegal drugs, abuse of alcohol, or excessive intoxication is allowed on the premises.
ii. Any disorderly behavior resulting from substance use will lead to eviction without refund.
7.a. If assistance is required, guests may:
i. Contact the retreat host via WhatsApp at 019-888 5081
ii. Visit the Welcome Centre during reception hours