For reservation more than 7 days prior to arrival,

a) at least 50% of the total amount is required to secure the booking within 48 hours from our reservation confirmation letter.

b) balance outstanding payment is require within 72 hours (3 days) before check in.

For reservation less than 7 days prior to arrival, FULL PAYMENT is strictly required and payment must be cleared before the check-in date.

A reservation is not confirmed until the payment is received.

No smoking, pets, alcohol and drugs is allowed in the property.

No party of any kind is to be hosted in the property.

In the event the unit is return in extremely messy and dirty conditions upon guest check out, a cleaning fees of RM600 will be applied to recover the cleaning costs.

Guest(s) / Tenant(s) are required to take a good care to maintain the fixtures and fittings in good & clean conditions, to avoid any deduction of the Deposit.

Rental, lost and damages Refundable Deposits are require on each booking and should be paid prior to check in. Deposits (bond) requirement: <refer to individual rental listing for details>
Casa Tropicana Condo / Apartment (Block E)

The Oak (Jazz Residences - 3 Bedrooms Apartment)

Sunway Resort Suites (Studio Apartment)

Refundable Deposits (Bond):
- All Deposits are refundable, subject to satisfactory of the Condition & Inventory Check when the Guest(s) / Tenant(s) vacate the premises.
- If there is any unsatisfied condition(s) occurred, the Deposit portion will be deducted, and verification of the reasonable deduction will be provided.
- The Deposit will be refunded within 3-7 days (for stay LESS than 30 nights) ; within 30 days (for stay MORE than 30 nights) after the Guest(s) / Tenant(s) vacates the premises.

Child and Extra Bed :

- Children less than 4 year(s) old : NO CHARGE if using existing bedding. Extra charges applies for additional request on extra bedding, blanket, towel & pillow.

- Children over 5 year(s) old: additional pax charges applied.

- Additional bedding and inventories request is subject to availability and charges varies.

The Rental procedure is only able to be commenced upon payment of Full Rental Fee & all Deposits, providing valid Proof of Identity, and upon signing the Agreements.

A copy of guest’s IC or Passport is required to be submitted to Flexistay Services team.

A minimun service charge of RM50 applied for any special requests or inventories add on requests after guest check in.

Guest(s) / Tenant(s) check in and check out time:

There are no reception or concierge services in the Property. Guest(s) must provide estimated arrival time before arrival for Flexistay Services team to arrange greet and meet based on the arrival time provided.

Flexistay Services reserves the right to modify and amend its policies, terms and conditions at anytime without prior notice.

Flexistay Services reserves the right to limit the number of person who may occupy in our property, and allowed only the pre-registered Guest(s) to occupy our property.

Flexistay Services has the right to refuse service or accommodation to the Guest(s) before check-in, and/or, may remove the Guest(s) while staying in our property if the Guest(s) acts in the disorder manner / refuse or unable to pay for the services / threathen / destroy the property and/or public disturbance.

MASTER PROPERTY POLICIES & HOUSE RULES (SUNWAY RESORT SUITES)

1. Check-in / Check-out & Arrival Instructions: Standard check-in is from 03:00 PM onwards, and check-out is before 12:00 PM (noon). Please follow the check-in instructions attached in your booking confirmation email / message to ensure a smooth check-in. Check-in or check-out outside standard hours is subject to availability and additional charges.
2. Front Desk Hours & Late / Last-Minute Check-In: On-site front desk operates from 08:00 AM to 11:00 PM daily. Guests arriving or booking after 11:00 PM must refer to the Agoda Confirmation Email / Check-in Guide or locate the after-hours support contact notice on the Level B1 front desk counter to coordinate keycard collection with our overnight support staff. 
3. Identification: Guests must present a valid government-issued photo ID (Passport or NRIC) upon check-in.
4. Refundable Deposit & Taxes: A refundable security deposit of MYR 150 per room is required upon check-in. Selangor Sustainability Tax (MYR 5 per room/night) and Tourism Tax (MYR 10 per room/night for non-Malaysian citizens) apply.
5. Housekeeping & Cleaning Services: Daily housekeeping is not included to keep base room rates low. Optional housekeeping service is available for MYR 100 per service (conducted between 03:00 PM and 05:00 PM). Requests must be made at least 1 day in advance, subject to housekeeping team availability.
6. Check-Out Tidiness & Excessive Cleaning Fee: Standard turnover cleaning upon check-out is included. Guests are kindly requested to place all food remnants/trash into the bins provided and rinse used kitchenware before check-out. An excessive cleaning fee (deducted from the security deposit or charged separately) will apply if the unit is left in an unreasonably dirty state requiring extraordinary cleaning time or manpower.
7. Aircon Usage Policy: To prevent water leakage and damage to wooden flooring, guests must turn off the air conditioner using the remote control FIRST before removing the room keycard or switching off the main wall power.
8. Strict Smoke-Free Policy: This is a 100% smoke-free property (including balcony areas). A penalty of MYR 400 will be imposed if smoking activity is detected inside or on the balcony.
9. Parking Policy (Strictly Chargeable / Non-Free): There is no free parking on-site. All parking is operated by independent 3rd-party providers. Guests may park overnight at levels B1–B6 directly below Sunway Pyramid Hotel Tower (managed by Sunway Parking Management), or utilize the 3rd-party valet parking service outside the hotel tower entrance.
10. Meals: The property operates private studio accommodation and does not offer meal or breakfast services.
11. Luggage Storage: Free luggage storage is available at the Level B1 check-in counter during front desk operating hours (08:00 AM – 11:00 PM) for early arrivals or post-check-out. Luggage cannot be accessed or stored outside operating hours.
12. Plumbing & Drain Care: Guests must not dispose of food remnants, grease, wet wipes, or sanitary items down kitchen sinks or toilets. Guests will be billed for professional plumbing clearing fees caused by drainage clogging from misuse.
13. Property Care & Replacement Fees: Guests are responsible for keeping the apartment and its contents in good condition. Stained linens/towels, damaged inventory, or lost access cards/keys will incur replacement charges deducted directly from the security deposit.
14. Building House Rules & Quiet Hours: As Sunway Resort Suites is a managed tower governed by Joint Management Body (JMB) rules, quiet hours are strictly enforced from 10:00 PM onwards. Parties, social gatherings, and loud noise/music are strictly prohibited inside the studio units, on balconies, along hallways/lift lobbies, and in all common facilities (including the Level 12 lounge area). Unregistered visitors must vacate the property by 10:00 PM. Over-occupancy beyond the booked guest limit is strictly prohibited. 
15. Personal Belongings & Lost & Found: Guests are responsible for securing their personal belongings. The property accepts no liability for lost, stolen, or damaged items left inside the studio. Any left-behind items found during turnover cleaning will be held for up to 14 days; postage/courier fees for returning items must be borne by the guest. 
16. Keycard Loss & Emergency Lockout: Lost access cards or keys incur a replacement fee of MYR 50 per card. On-site physical assistance for emergency lockouts between 11:00 PM and 08:00 AM is subject to staff availability and an after-hours call-out fee. 
17. Food & Parcel Deliveries: All GrabFood, Foodpanda, and parcel deliveries must be collected directly by guests at the Level B1 drop-off area. Front desk staff do not receive, store, or deliver food or parcels to individual units. 
18. Bunk Bed Safety Notice: For studio units equipped with bunk beds, children under 6 years old are not permitted on the top bunk. Guests must adhere to bunk bed safety guidelines and supervise children at all times. 
19. Private Studio Management Notice: We operate private residential studio apartments managed independently, not a full-service hotel. On-site staff are on duty during standard desk hours, and non-emergency maintenance requests are attended to on a best-effort basis.