Welcome to Mutiara Melaka Staycation ("we," "our," or "us"). These Terms of Service ("Terms") govern your use of our website and vacation rental booking services. By accessing or using our services, you agree to be bound by these Terms.
Please read these Terms carefully before using our services. If you do not agree with any part of these Terms, you may not access or use our services.
Quick Summary:
By using our platform, you agree to these terms, our booking policies, and to treat our properties and other users with respect.
What We Provide
- Vacation rental booking platform
- Property management services
- Customer support and assistance
- Secure payment processing
- Communication tools between guests and hosts
Service Limitations
Platform Role
We facilitate bookings but are not the property owner or operator. We are an intermediary platform.
Availability
Service availability may vary. We reserve the right to modify or discontinue services with notice.
Booking Process
Reservation Requirements
- • Valid identification required
- • Accurate guest information
- • Payment authorization
- • Agreement to property rules
Confirmation Process
- • Email confirmation sent
- • Payment processing
- • Host notification
- • Check-in instructions provided
Pricing & Payments
Payment Terms
- Reservation Security Deposit: RM100 required at booking to secure reservation and cover potential damages or additional cleaning costs
- Full Payment: Due 7 days before check-in or upon arrival
- Pricing: Based on dates, duration, and seasonal rates
- Currency: All prices in Malaysian Ringgit (MYR)
Reservation Security Deposit Policy
To confirm your booking, a Reservation Security Deposit of RM100 is required. This deposit secures your selected dates and covers potential damages or additional cleaning costs.
Deposit Refund Conditions:
The deposit will be fully refunded within a few days after checkout, provided:
- The property is left in good condition
- No additional costs are incurred
- The booking was not cancelled within the late-cancellation period (5 days or less before check-in)
⚠️ In the event of a late cancellation or damage, the deposit (or part thereof) will be retained.
Weekday Rates
Monday - Thursday standard pricing
Weekend Rates
Friday - Sunday premium pricing
Holiday Rates
Public holidays special pricing
Flexible Cancellation Policy
We understand plans can change. Our flexible policy is designed to be fair to both guests and property owners.
Full Refund (Including Deposit)
- Cancellation more than 5 days before check-in
- Force majeure events (natural disasters, etc.)
- Property becomes unavailable (our fault)
- Safety or health concerns verified by authorities
Note: Both the booking amount and RM100 security deposit will be fully refunded.
No Refund (Deposit Retained)
- Late Cancellation: 5 days or less before check-in
- No-show without prior notification
- Violation of property rules resulting in eviction
- Changes in personal travel preferences
Important: The RM100 security deposit will be retained for late cancellations.
⚠️ Late Cancellation Period
Cancellations made 5 days or less before the check-in date are considered late cancellations and will result in:
- Forfeiture of the RM100 security deposit
- No refund of any payments made
- Booking dates remain blocked and unavailable
Refund Processing Timeline
- Security deposit refunds: Within a few days after checkout (if conditions met)
- Cancellation refunds: 5-7 business days to original payment method
- Force majeure refunds: Processed within 3-5 business days
Guest Obligations
Respectful Use
Treat the property as your own home with care and respect
Accurate Information
Provide truthful booking details and guest count
Safety Compliance
Follow all safety guidelines and property rules
Communication
Maintain respectful communication with hosts and support
Prohibited Activities
Strictly Forbidden
- • Smoking inside units
- • Loud parties or disturbances
- • Exceeding maximum guest capacity
- • Subletting or unauthorized sharing
- • Illegal activities of any kind
Additional Restrictions
- • Pets (unless specifically allowed)
- • Moving or removing furniture
- • Using balcony for cooking/BBQ
- • Hanging items on walls
- • Commercial photography/filming
Guest Liability
Guests are responsible for any damage, loss, or additional cleaning costs incurred during their stay.
Property Damage
Repair or replacement costs will be charged to the guest
Extra Cleaning
Additional cleaning fees if property left excessively dirty
Missing Items
Replacement cost for any missing property items
Limitation of Liability
Important: Our liability is limited to the amount paid for your booking. We are not responsible for:
- Personal injury or property damage
- Lost or stolen personal belongings
- Travel delays or cancellations
- Weather-related disruptions
- Third-party service failures
Resolution Process
Contact Support
Reach out to our customer service team first
Investigation
We investigate and work towards a fair solution
Mediation
If needed, we facilitate mediation between parties
Final Decision
Binding decision made based on evidence and policies
Governing Law
These terms are governed by Malaysian law. Any disputes will be resolved in the courts of Melaka, Malaysia.
We reserve the right to modify these Terms at any time. When we make changes, we will notify users via email and update the "Last Updated" date. Continued use of our services after changes constitutes acceptance of the new Terms.
How We Notify Changes:
- Email notification to registered users
- Website banner notification
- Updated date on this terms page
- For significant changes: 30-day advance notice period
If you have any questions about these Terms of Service, please contact us:
Customer Support
Email: official.aikallegacy@gmail.com
Phone: +60 18-4 722 655
Hours: 9 AM - 6 PM (Mon-Fri)
Legal Inquiries
Email: official.aikallegacy@gmail.com
Response time: Within 72 hours
Address: Pantai Puteri, Melaka, Malaysia