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Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs) by potential Guest(s) / Tenant(s)


Category: General

Q1: Can I view the apartment / room before decide? 
Yes certainly. We welcome you to view our property before making the reservation. Please contact us at least one day before you decide the viewing time and we will arrange one of team member to meet you in the respective property. You can reach our team on
-> WhatsApp : https://wa.me/60102202633
-> call/sms : 010-220-2633 (call within Malaysia), +6010-220-2633 (call outside Malaysia).

Q2: Is the apartment / room available from date/month till date/month?
A2: <if available> We advise the guest(s) to make the reservation on our website https://flexistay.my/Reservations-OnlineForm.html as soon as possible to avoid any disappointment.

Q3: I received the reservation confirmation email, do I just need to pay the 50%? What about the rest?
For reservation more than 7 days prior to arrival:

To secure your reservation and allowing us to block the apartment / room & rejecting all other potential guest(s) reservation on the same dates, we required at least 50% payment from the total amount within 48 hours from the reservation confirmation issued date & time. The rest of the outstanding amount are to be paid 48 hours before check in.
For reservation less than 7 days prior to arrival:
Full payment is require within 48 hours before check in date.

Q4: The deposit of $$, can this refund immediately after during checkout where you confirm the property is fine?
A4: Our company deposit refund procedure will take up to 30 days. Unfortunately we can't refund guest(s) on the spot with various reasons such as meter billings etc. In normal circumstances we strike to refund the amount to guest(s) within 3-7 working days (for short stay within 30 days).

Q5. Is there any daily / weekly / monthly housekeeping service?
Yes we do provide the services and it's only chargeable upon request and prices varies depending on cleaning requirements.

Q6. What's the children age policy?
Children with age:
4 and below if Free of Charge (using existing bedding - baby cot is NOT available).
5 and above are charged full pax price.

Q7. For reservation make and paid through AirBnb / Agoda / etc (3rd party websites), can I get the invoice/receipt/statement from Flexistay Services for the amount paid to claim it from my account & finance department?
A7. For reservation and payment make through 3rd party company website e.g. Airbnb / Agoda / etc, Flexistay Services will not be able to provide you the rental invoice/receipt/statement for the amount you have paid, reasons being:
a. the rental & service fees that you had paid was paid to the 3rd party company "the agent "
b. As a host we don't get the guest's rental instantly, ie at the time of booking / check in. In most cases, we only receive the final amount "after been deducted all the fees and charges" up to one week after guest check in / check out.
c. in actual fact, guest is NOT paying directly to us on the rental fees BUT the Agent is the one paying us.
d. the same goes to the guest should and need to obtain the rental invoice directly from the website/party they have paid the rental to as that's the channel they pay the monies to.

We can provide guest our invoice / receipt / statement with its value only in the events:
a. the lost and damages deposits that we have requested are paying to us directly (without going through any Agent collecting the payment)
b. book and pay the rental to us directly (without going through any Agent collecting the payment)

Q8. I paid to AirBnB and somehow the transaction was in USD$. I need to submit the rental expenses as a claim to my finance department in MYR (Ringgit Malaysia), how / what should I do?
A8: Our advise is wait for your online credit card transaction details appear, print it out and submit it to your account department together with the AirBnb receipt and itinerary as a supporting document to indicate your claiming value in MYR.
For Airbnb: Click here for "Where do I find my receipt or itinerary for my trip?"

Category: Rent A Home

Q1: How to get keys and access card?
A1: As to add a personal touch and as part of our meet and greet service, if you are check in within 4 pm - 9 pm, in most cases our team member(s) will meet you in person to pass you the access cards and paperwork to sign and bring you through the property and facilities. Please advise your estimate time of arrival at least one day before check in and keep us update on your arrival time on the day of your check in. With guest(s) constant update on the time of arrival, our team will be able to standby and wait for guest(s) at the lobby of the premises.

Q2: What are the amenities, e.g. shopping centre, hospital, etc nearby to the apartment?
Kota Damansara / Tropicana: Click here for details ;
A2.2: Sunway Pyramid: Click here for details
A2.3: Ara Damansara: Click here for details

Q3. Are the bed linen and towels provided?
We provide fresh bed linen and towels when you check in (only at the beginning of your stay).

Q4. What do you provide in the kitchen?
Utensils, plates, cups, microwave, electric kettle and cooking wear (for light cooking) are provided. Please email us to get the list of cooking wear we provided if cooking is part of your main activity during your stay.

Category: Rent A Room (Casa Tropicana Condo: Block E Unit)

Q1: For rent a master / other bedrooms, is bathroom inside the room or I need to share with other guest(s) ?
Room A and Room D (master bedroom) have the private bathroom and toilet (with bidet) attached to the room. Only Room B, C and E shared the bathroom and toilet which is just outside the room, and it's always been maintained clean.

Q2: What is facility inside the master bedroom?
Two single beds with one pillow on each bed. Wardrobe and mirror table.

Q3: I want to rent a room, what are the furniture included in the room?
A3: One single bed with one pillow. A wardrobe and a mirror table.

Q4: Is there any shower water heater in the bathroom?
Room A and Room D's bathroom (master bedroom) and Shared Bathroom (for Room B, C & E) have the shower water heater.

Q5: What are the facilities provided outside the bedrooms / include in the rental?
Outside the bedroom (within the apartment) in the common area, fridge, microwave, electric kettle, water filter, dinning table, kitchen cabinet and washing machine are provided. These are all included in the rental. Guest(s) can also use the washing machine with the schedule timetable once a week. Guest(s) staying above 1 month are allowed to cook in the wet kitchen (kitchen utensils & Cookware are NOT provided).
Guest(s) can also access to the complimentary use of the building's facilities including the BBQ area, Kids & Adult Pools, Gymnasium, Badminton Court, Basketball Court, Ping Pong Table, Tennis Court, and Sauna (prior booking applied to certain usage of facilities).

Q6: How much is air con charge?
For staying over one month, Air Con charges is RM200 per month for average 8 hours usage daily and RM400 for more than 8 hours usage daily.

Q7: I have children below six years old, can I rent the room with my children living with me together?
For the rent a room apartment, unfortunately we can't accommodate guests with children below 6 years old. Mainly because we have other short / long term working adults guests and tenants living in the same apartment and we are trying to make sure all guests and tenants could enjoy the rest without hearing the children cries and noises.

Q8: What are the deposits requirement for monthly contract?
Refer to here for details

Q9: What are the deposits requirement for daily / weekly / below one month stay?
Refer to here for details

Q10: Do i still need to pay $$ of deposit for short term rental?
A10: Yes $$ rental, lost & damage deposit is apply to all type of duration stay. The facilities we provided outside the room including (answer in question 5 above) and the $$ is a very minimal bond we take upfront to recover any unforeseen circumstances cause by negligent and misuse on the inventories provided to the guest(s).

Category: Rent A Studio / Suite (Sunway Resort Suites)
Q1: If there is no room service, does that mean there will be no change of linen during our stay? (e.g. if we need fresh towels during our stay?)
We are offering the room rates at discounted rates by removing the optional services require by different guest and these savings are directly reflected to the guest. The suite cleaning services which include vacuum, mopping, furniture wiping, changing of linen & towels (up to 2 pax*) can be request for an additional RM150 per service call (at least 3 days prior notice require). *additional pax charged @ RM35 per pax on top of the basic charge.

Q2: Is there any car park provided or what's the parking rates ?
For parking information, please refer https://flexistay.my/Guidelines/SRS-ParkingGuide.html to for more details.


Sunway Resort Suites

Casa Indah 1

Casa Tropicana

G Residences

The Oak (Jazz)