Terms and Conditions

THE HIDDEN KIULU VISITING TERMS AND CONDITIONS

1.	ONLINE TICKET PURCHASES
1.1.	Visitors are advisable to provide contactable contact, accurate and complete information during the purchase of ticket process.
1.2.	Visitors are advisable to do advance ticket purchase via The Hidden Kiulu Online Ticketing System prior to visiting.
1.3.	Visitors will be able to download and print the booking confirmation slip either with email or QR code after completing booking with successful payment.
2.	TICKET PURCHASE VIA MOBILE APP
2.1.	By purchasing a ticket through our mobile app, you agree to these terms and conditions.
2.2.	The app may require you to create an account for ticket purchases.
2.3.	Accepted payment methods will be specified within the app.
2.4.	Payment is required in full at the time of purchase.
2.5.	After completing your purchase, you will receive a confirmation email or within the app.
2.6.	Keep your confirmation receipt for entry verification.
2.7.	Your personal information will be handled in accordance with our privacy policy.
3.	WALK IN VISITORS
3.1.	Tickets are subject to availability.
3.2.	Payment must be made in full at the time of purchase.
3.3.	Accepted payment methods may vary and will be specified at the point of sale.
4.	WALK IN VISITORS
4.1.	A valid ticket must be presented upon arrival.
4.2.	Any late arrival exceeding the session period will not be entertained and will not be allowed to entry.
4.3.	Visitors MUST comply with visiting session period. No extension of visiting time will be given for late arrivals/entry due to the any fault of the visitors.
4.4.	Children below 12 years of ages must be accompanied by an adult guardian at all times.
5.	VISITING SESSION
5.1.	Visits to The Hidden Kiulu will be limited to three sessions daily as specified below with limited number of visitors for each session at the discretion of The Hidden Kiulu’ s management team:
5.1.1	First session : 10.00am - 2.00 pm
5.1.2	Second session : 2.00pm - 6.00pm
5.1.3	Third session : 6.00pm – 10.00pm
6.	CANCELLATION / RESCHEDULING
6.1.	Once tickets are confirmed, cancellation and rescheduling requests will not be entertained and no monetary refunds will be given for any reason.
7.	BAD WEATHER DURING VISIT
7.1	Visitors MUST be self-prepared for any possibilities of bad weather including to bring own umbrella or a raincoat.
7.2.	There shall be no last-minute rescheduling allowed due to bad weather
7.3.	There shall be no extension of visiting session time caused by bad weather conditions.
8.	THE HIDDEN’S POLICIES AND RULES
I.	The Hidden will not be responsible for any accidents or injuries.
II.	Entry to restricted areas is strictly prohibited.
III.	No unruly behavior; respect other visitors and farm animals.
IV.	Dispose of all rubbish in provided bins.
V.	Do not leave valuables in unattended vehicles; visitors are responsible for their belongings.
VI.	Do not approach farm animals unless supervised by The Hidden’s staff.
VII.	Use toilets cleanly and hygienically.
VIII.	Vandalism of any kind is prohibited.
IX.	Commercial photography or video requires prior permission.
X.	No smoking in designated non-smoking areas.
XI.	No outside food or drinks allowed.
XII.	Alcoholic beverages are strictly forbidden.
XIII.	No outside animals allowed.
XIV.	Drones and other flying devices are not permitted
XV.	Do not pick flowers or plants without permission.
XVI.	Visitors are responsible for their personal belongings.
XVII.	Some areas may be closed temporarily without notice for safety or biosecurity reasons.
By purchasing a ticket, you acknowledge that you have read, understood, and agree to these terms and conditions.
9.	CHALETS TERM AND CONDITION
9.1	Reservation Confirmation
I.	Policy: A valid Debit/ Credit card is required to secure your reservation. A confirmation email will be sent to you upon successful booking. Please review the confirmation details to ensure accuracy.
9.2	Check-In and Check-Out
I.	Chalet Check-In Time: 2:00 PM
II.	Chalet Check-Out Time: 11:00 AM
III.	Tent Check-In Time: 4:00 PM
IV.	Tent Check-Out Time: 9:00 AM
V.	Early Check-In/Late Check-Out: Subject to availability and may incur additional charges. Please contact the front desk to make arrangements.
9.3	Payment Policy
I.	Full Payment: The remaining balance will be charged upon bookings. Additional charges incurred during the stay will be settled at check-out.
II.	Accepted Payment Methods: Major credit cards (Visa, MasterCard, American Express), debit cards, and cash.
9.4	Taxes and Fees
I.	Policy: All room rates are subject to applicable taxes and service fees, which will be added to your final bill. Any additional charges (e.g., mini-bar, room service) are not included in the room rate and will be charged separately.
9.5	Guest Identification
I.	Policy: Valid government-issued photo identification (e.g., passport, driver's license) is required at check-in for all guests.
9.6	Room Occupancy
I.	Policy: The maximum occupancy per room is 2 people, depending on room type. Additional guests may incur extra charges. Children aged 3 and under stay free when using existing bedding.
II.	Policy: The maximum occupancy per tent is 2, depending on tent size. Children aged 3 and under stay free when using existing bedding.
9.7	Equipment Rental
I.	Policy: Basic camping equipment can be rented from the hotel. Guests are responsible for the care and return of rented equipment. Damages or loss of equipment will result in additional charges.
9.8	Pet Policy
I.	Policy: Pets are not allowed in the chalet, except for service animals with proper documentation.
9.9	Smoking Policy
I.	Policy: This is a non-smoking hotel. Smoking in designated non-smoking areas will result in a cleaning fee of RM500.
II.	Policy: Smoking is not allowed inside the tents. Smoking is permitted only in designated outdoor areas. A cleaning fee will apply if smoking occurs inside the tent.
9.10	Noise Policy
I.	Policy: Quiet hours are from 10:00 PM to 7:00 AM. Guests are expected to respect the tranquillity of the camping area and avoid loud noises during these hours.
9.11	Damage to Hotel Property
I.	Policy: Guests are responsible for any damage to tent and hotel property during their stay. The hotel reserves the right to charge the credit card on file for any damages incurred.
9.12	Personal Belongings
I.	Policy: The hotel is not responsible for lost, stolen, or damaged personal belongings. Guests are advised to use the in-room safe for valuables.
9.13	Conduct and Behaviour
I.	Policy: Guests are expected to behave respectfully towards staff and other guests. The hotel reserves the right to refuse service or evict guests who display disruptive behaviour.
9.14	Weather Conditions
I.	Policy: The hotel will not be held responsible for any disruptions, discomfort, or inconvenience caused by adverse weather conditions. Guests are encouraged to check the weather forecast prior to arrival and make necessary preparations. Refund will not be provided due to weather-related issues.
9.15	Privacy Policy
I.	Policy: The hotel is committed to protecting guest's privacy. Personal information collected during the booking process will be used solely for the purpose of managing your reservation and enhancing your stay.
9.16	Changes to Reservation
I.	Policy: Any changes to the reservation, such as dates of stay or room type, are subject to availability and may incur additional charges.
9.17	Liability
I.	Policy: The hotel shall not be held liable for any injury, loss, or damage incurred by guests during their stay, except where required by law.
9.18	Force Majeure
I.	Policy: The hotel shall not be liable for any failure or delay in providing services due to events beyond its control, including but not limited to natural disasters, government actions, or power failures.
9.19	Governing Law
I.	Policy: These terms and conditions are governed by and construed in accordance with the laws of Malaysia. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.
9.20	Amendments
I.	Policy: The hotel reserves the right to amend these terms and conditions at any time. Guests will be notified of any significant changes prior to their stay.
10.	Accommodation Cancellation Policy
10.1	Free Cancellation Period
I.	Timeframe: Guests can cancel or modify their reservations free of charge up to 7 days before the scheduled check-in date.
II.	Policy: No cancellation fee will apply if the reservation is cancelled within this period.
10.2	Partial Refund Policy
I.	Timeframe: Cancellations made between 7 days and 24 hours before check-in
II.	Policy: Guests will be refunded 50% of the total booking amount.
10.3	Late Cancellation Policy
I.	Timeframe: Cancellations made less than 24 hours before check-in.
II.	Policy: Guests will be charged will be charged for the entire stay.
10.4	No-Show Policy
I.	Policy: Guests who fail to cancel and do not show up for their reservation will be charged for the entire stay.
10.5	Force Majeure
I.	Policy: In the event of unforeseen circumstances such as natural disasters, government travel restrictions, or health emergencies, guests may cancel their reservations without penalty. A full refund will be provided, or guests can opt to reschedule their stay within the next 12 months.
10.6	Group Booking Cancellation
I.	Timeframe: Cancellations for group bookings (5 rooms or more) must be made at least 14 days before the check-in date.
II.	Policy: A 50% refund of the total booking amount will be issued if canceled 14 days before the event. Cancellations made less than 14 days before check-in will incur a 100% charge.
10.7	Special Event Cancellation
I.	Policy: For bookings during special events or peak seasons, the hotel reserves the right to implement a stricter cancellation policy, including non-refundable bookings. Guests will be informed of these terms at the time of booking.
10.8	Refund Process
I.	Policy: Refunds will be processed within 7-14 business days after the cancellation has been confirmed. Refunds will be issued to the original payment method used for the booking.
10.9	Policy Display
I.	Policy: This cancellation policy will be clearly displayed during the booking process, on the hotel’s website, and in all booking confirmation emails.