Resort Policy

The following Terms and Conditions apply to all bookings made on this website. We respectfully ask you take a moment to read them prior to making a Booking.

The Company enters into this Agreement as principal for Bookings made for the Resort it owns and as agent where a Booking is made for a resort that it operates on behalf of the Resort Owner. The booking confirmation will clearly state the identity of the Owner.

In these Terms and Conditions the following definitions apply:

1. Definitions

“Company” or “we” means Austin Heights Golf & Country Resort Sdn Bhd (829016-D) whose registered office is at Lot Ptd 58061, Jalan Mutiara Emas 8, Taman Mount Austin, 81100 Johor Bahru, Malaysia or its applicable group company.

“Booking” means the booking for accommodation, functions and/or any other services or items made with us.

“Contract” means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking.

“Resort” means the premises for which your Booking is made.

“Terms” means these terms and conditions.

“Websites” means www.austingolfresort.com or any other website owned or operated by us relating to a Resort from time to time.

2. Bookings

All Bookings at the Resort are subject to these Terms.

At the time of booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of booking in certain circumstances or if the Booking includes the supply of certain items or services. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.

3. Charges

The prices displayed on the Websites are an average per night per person until a rate is selected. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Resort and any currency conversion facility is provided as an approximation tool only.

4. Check-in/ Check-out Time

In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference and their passport/identity card/driving licence. These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 21 and we reserve the right to refuse entry to persons who cannot provide the information set out above.

Unless otherwise stated on the booking confirmation, Guests may check in at any time from 3.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Resort. Any non-secured reservation will be held until 6.00 p.m. on the scheduled day of arrival at which time we will be entitled to re-let the room, unless the guest has notified the Resort of a late arrival.

On the day of departure we respectfully ask all guests to vacate their rooms by 12.00 noon (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Resort.

Rooms are subject to maximum occupancy rules set by the Resort. If you would like further details please contact the Company or the Resort.

5. Payment

We accept the following methods of payment: Cash, Credit Cards: American Express, MasterCard, Visa, Debit Cards.

For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID.

At the time of check in we will authorise the accommodation charges (room rate and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment.

The Resort’s system will calculate the incidentals charged on a daily basis during your stay. If the cost of those incidentals exceed the authorisation taken on check-in, further authorisation will automatically be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room.

All outstanding charges must be paid in full on check out from the Resort. If the outstanding charges do not exceed the authorisation taken on check in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Resort we may require you to make payment for any outstanding charges on a more frequent basis during your stay.

6. Cancellation Policy and No Shows

The cancellation policy varies according to the rate that is booked. Please refer to the individual full rate descriptions given at booking.

7. Changes or Cancellation by the Company

Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Resort.

Your booking is for a class of room in the Resort and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.

8. Damage

We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Resort during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.

9. Accessibility

Dependent on your individual needs a selection of specifically designed rooms is provided at our Resort.

Please contact our Reservation Department on +607 352 4300 to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.

10. Leisure

Guests staying in a Resort may use the club facilities throughout the duration of their stay. A condition of using the facilities is that you must comply with the club’s rules. Charges may apply for use of some facilities. Please enquire at the Resort for further details.

At certain times, facilities may become unavailable due to maintenance, adverse weather conditions or other reasons beyond our control. We will attempt to keep all Resort guests informed of these circumstances. However, this may not always be possible. If any facility is a significant reason for your choice of Resort, we would advise you to check directly with the Resort in advance of arrival.

11. Parking

Where a Resort has its own car park, there may be a charge and/or limited spaces available and space may not be available for the duration of your stay. Terms and conditions may also apply to car park use. Please contact the Resort directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).

12. Resort Events

Please be aware that at certain times throughout the year our Resort may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Resort directly in advance of your stay for further information.

13. Guest Behaviour

Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Resort, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Resort, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Resort if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.

14. No Smoking

Guests are not permitted to smoke in rooms or public areas.

15. Children

All children (persons under 18 years of age) staying at the Resort must be accompanied by an adult and must be supervised by an adult at all times.

Cots and extra beds are available. However, these are limited and subject to availability. Additional charges may apply. Please check at the time of booking.

16. Pets / Durian / Mangosteen

No pets, durian and mangosteen are allowed at the Resort.

17. Private Gathering / Party

Any private gathering / party exceed the maximum occupancy in a room and illegal activities such as gambling, fighting or drug-taking in the room are strictly prohibited. In the event of suspicion or occurrence of any of such happenings / activities, the security personnel shall be called in to maintain safety and security. A cleaning fee of RM100.00 per room will be billed to the room guest account if the room is found to be in a mess.

18. Force Majeure

The Company accepts no liability and will not pay any compensation or refund the room charges where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.

19. Limitation of Liability

The Company will not be responsible for the loss or damage of any property left in the Resort other than as required under the Malaysia Hotel Act or any other applicable law. The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract.

20. Management Rights

The management reserves the absolute right of admission to any person in the Resort premises, and to request any guest to vacate his or her room at any moment without any previous notice and without assigning any reason whatsoever. The guests shall oblige and adhere to the requirement to vacate if and when requested to do so. In default, the management will be entitled to remove the luggage and other belongings of the guest from the room occupied by him or her – in the presence of three members of the resort staff - and lock the room or rent the room to another guest. This will only happen if the person occupying the room is disturbing the peace and/or safety of resort personnel or other resort guests.

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