Terms & Conditions

Resort policies and guest agreement

Terms Privacy Cancellation

Welcome to The Shorea. These Terms and Conditions govern your booking and stay at our resort. By making a reservation, you agree to be bound by these terms.

Booking & Reservations

Reservation Requirements

  • All reservations require full payment (100% of the total stay) at the time of booking via our online payment gateway or via bank transfer
  • Guests must be 18 years or older to make reservations
  • Government-issued photo ID required at check-in

Payment Terms

  • All rates are in Malaysian Ringgit (MYR)
  • Rates are subject to 8% service charge tax (SST)

Cancellation Policy

Cancellations made within 14 days prior to arrival will be charged 50% cancellation fee.
Cancellations made within 7 days prior to arrival date, including no-shows and early departures, will be charged a 100% cancellation fees.
All policies and package details are subject to change without prior notice.

By making a reservation, you acknowledge and agree that our Cancellation Policy forms part of these Terms & Conditions.
For more details, please refer to our Cancellation Policy.

Check-in & Check-out

Standard Times

  • Check-in: 2:00 PM
  • Check-out: 12:00 PM

Early & Late Arrivals

  • Early check-in subject to availability and may incur additional charges
  • Late check-out requests must be approved and may be charged at 50% of daily rate
  • Check-out after 6:00 PM will be charged full nightly rate

Resort Policies

Smoking Policy

The Shorea is a non-smoking resort. Smoking is strictly prohibited, and violations may result in penalties or eviction without refund.

Pet Policy

Pets are stricly not allowed in the resort, with the exception of service animals. Proper documentation for service animals is required.
Any permitted pets are subject to the following conditions:

  • Guests must bring their own pet bed and food bowl.
  • Pets are only permitted to stay in the Cassia Sky Suite at all times.
  • Pets are strictly not allowed in or near the swimming pool and pool deck areas.
  • All pets must be leashed at all times when outside the villa.
  • Pets are not permitted in the Common Halal Kitchen.
  • The resort reserves the right to charge for any damages or additional cleaning caused by pets.

Damage & Loss

  • Guests are liable for any damage caused to resort property
  • Lost key replacement fee: RM100
  • Damage charges will be billed to the payment method on file

Guest Behavior

  • Quiet hours are from 10:00 PM to 7:00 AM
  • Excessive noise or disruptive behavior may result in eviction without refund
  • Respect other guests and resort staff at all times

House Rules & Guest Conduct

By confirming a reservation, guests acknowledge and agree to comply with the following House Rules. These rules are in place to ensure safety, privacy, and a peaceful environment for all guests. The Shorea reserves the right to refuse entry or evict guests without refund for non-compliance.

1. Gates & Access

  • Main gates are locked and opened only for arriving and departing guests.
  • Free movement in and out of The Shorea is not permitted. Guests are advised to bring all necessities.

2. Guests & Visitors

  • All guests are strictly by invitation and must be registered at the time of booking.
  • Entry will be refused for non-booked or unregistered visitors.
  • Day guests are subject to a MYR 100 fee, availability, and a minimum three-day advance notice.
  • Check-in time is 2:00 PM. Check-out time is 12:00 PM.

3. Noise & Quiet Hours

  • Sound travels easily in nature; guests are expected to maintain a calm environment.
  • Please speak softly after sunset.
  • No loud music, parties, or sound systems are allowed.
  • Silence is strictly observed after midnight.

4. Pool Usage

  • Proper swim attire is required at all times.
  • No noisy pool or ball games.
  • Swimming and pool activities are not permitted after 10:00 PM.

5. Respect for Nature

  • All waste must be separated and disposed of in the compost and non-compost bins provided.
  • Lights should be dimmed or turned off at night to avoid attracting insects.
  • Fireworks, wishing lanterns, flashes, and sparkles are strictly prohibited and may result in immediate eviction.

6. Property Care

  • Guests may take photographs only; removal of any property is prohibited.
  • Do not damage timber floors by moving furniture or sharp objects.
  • No shoes inside the house.
  • Smoking inside the house is strictly prohibited.

Liability & Responsibility

The Shorea is not responsible for loss or damage to guest property. Safe deposit boxes are available in villas for valuables.

Guests participate in resort activities and use facilities at their own risk. Parents are responsible for supervising children at all times.

Force Majeure

The Shorea shall not be liable for failure to perform obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, pandemics, or other emergencies. In such cases, we will work with guests to reschedule stays or provide credit for future visits.

General Terms

Governing Law: These terms are governed by the laws of Malaysia.

Policy Changes: The Shorea reserves the right to modify these terms at any time. Current terms will be available on our website.

Severability: If any provision of these terms is found invalid, the remaining provisions shall remain in effect.

Contact & Support

For questions about our cancellation process or to discuss specific circumstances, please visit our contact page.

Effective Date: December 1, 2025