Refund And Room Cancellation Policy
1. Room Cancellation Policy
Emperor Resort must be notified of cancellations at least 30 days in advance via email to emperorresort@gmail.com. 100% of total room charges will be forfeited for any cancellations or shortened length of stays made less than 30 days prior to arrival.
There shall be no reimbursements for No-Show or shortened stays after check-in. Full payment shall apply according to the dates that the reservation was made. We will not be responsible for any form of travel plan changes or disruption of transport to our resort, which includes and not limited to 3rd party operated ferry cancellation, flight cancellation etc, and no-show charges will apply.
2. Changes to Reservations
Any request to amend existing reservation must be made 30 days prior to arrival date. The request must be sent via email to emperorresortbybugis@gmail.com & we shall do our best to accommodate booking changes. Kindly note that all requests for reservation amendment shall be subject to room availability.
Kindly note that management of Emperor Resort reserves full right to decline any reservation amendment that is requested within 30 days prior to arrival date.
3. Room Charges and Refund
Your provided card will be charged on the day of cancellation deadline.
You are strongly required to provide a valid credit or debit card upon booking confirmation. Your provided credit card will be charged according to the cancellation policy. Our Concierge team shall contact you via phone call or email if your credit card is failed to be charged. We reserve full authority to release your room booking if full payment is not completed prior to arrival.
Alternatively, kindly contact our Concierge team should you prefer to complete the payment via bank transfer. Please be informed that all the bank charges will not be borne by us.
For any refund request due to cancellation/amendment, a minimal bank cost might be applicable and vary depending on the bank and the specific type of transfer.
In lieu of the Anti-Money Laundering policy, please be informed that Emperor Resort does not accept 3rd party credit cards. The credit card which is being provided upon booking must be presented for verification upon check-in. If you are making a reservation for a 3rd party stay, kindly email our reservation at emperorresortbybugis@gmail.com for the payment process.
4. Emperor Resort Weather Guarantee
Emperor Resort Weather Guarantee is only applicable from November to February every year (during the rainy season).
In the case where guests are unable to check-in due to disruption or cancellation of the public ferry services, we will issue a credit note based on paid value to guests. The credit note will be sent to guests via email. Guests may choose to utilise the credit note on other dates to stay at Emperor Resort
Kindly note that Emperor Resort management reserves the right, at its sole discretion, to change, modify, add or remove any portion of Emperor Resort Weather Guarantee, without prior notification.
5. Package Inclusions/Benefits
All the package inclusions/benefits must be utilised during your stay. In case any of the package inclusions was not utilised during your stay with Emperor Resort, it shall be considered to be automatically forfeited and cannot be reserved, or carried forward to the next stay.
Please note that any request to change/replace existing package inclusion(s) or benefit(s), will be subjected to additional charges, and subject to availability upon arrival. Management of Emperor Resort holds the full rights and authority to reject the changes.
There shall be strictly no refund, cancellation, or changes allowed for any package inclusion or benefit, once the inclusion/benefit is fully redeemed or utilised.
6. Complimentary Boat Transfer (if applicable)
Kindly note that the complimentary boat transfer is only for guest that stay at Emperor Resort and the pick-up and drop-off are only limited to/from Kg. Genting jetty (Tioman Island). Additional charges will be applicable for guest who want to be pick-up and drop-off on others jetty
Ferry details and estimated time of arrival are mandatory for the arrangement of boat transfer. In the case we did not receive complete ferry details 24 hours prior to arrival, boat transfer (pick-up) will not be arranged and we shall consider the boat transfer forfeited without prior notification.
Strictly no walk-in or last-minute request for the boat transfer. Any walk-in or last-minute ad hoc boat transfer request will be subjected to additional charges.
Transfer to/from Tioman Island will be under self-arrangement by guests.Emperor Resort and management shall not be responsible for any cancellation or delay of the self-arranged transfer. We strongly encourage guests to share the travel itinerary to Tioman Island at least 3 days prior to arrival date.