TERMS & CONDITIONS
Bookings are made in line with our standard terms and conditions as published on this website. At the time of
Why do I need to give my credit card details? We request credit card details to confirm your reservation. We will not charge your credit card except when the cancellation policy not has been followed. Should you cancel your reservation we reserve the right to charge your credit card
Less than 72 hours notice:
Cancellation of hotel reservations received less than 72 hours prior to your arrival will incur the full cost of the first night of the stay.
Less than 24 hours notice:
Cancellation of hotel reservations received less than 24 hours prior to your arrival or no-show will result in 100% of your room rate for your entire stay being charged to your credit card.
GENERAL TERMS AND CONDITIONS
BY MAKING A BOOKING ON THE TWO MOONS HOTELS WEBSITE OR STAYING AT ANY TUNE HOTEL YOU AGREE TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS. PLEASE READ THEM CAREFULLY BEFORE YOU PROCEED WITH YOUR BOOKING.
Your contract is with Two Moons Hotels and its franchisees, associates, subsidiaries and affiliates who operate as a Two Moons Hotels & Resorts’ hotel (“Hotel“)
The general terms and conditions herein together with the Fee Schedule, Hotel Schedule and Add-Ons (together these “Terms and Conditions“) and the booking confirmation issued by Two Moons Hotels confirming your booking (“Booking Confirmation“) constitute your contract with Two Moons Hotels and are further supplemented by the internal rules and regulations that apply specifically to the Tune Hotel where you have booked your stay.
In these Terms and Conditions, the words “we” or “us” means Two Moons Hotels and its employees, officers, agents, suppliers and vendors, and use of the words “you” or “guest(s)/Guest(s)” means any and all persons for whom a Hotel room is booked.
Bookings may be made online, through our call centres or at any of our Two Moons Hotels & Resorts.
Your credit card is taken at the time of booking to ensure payment. We accept payment by Visa or Mastercard credit/debit cards, or online bank transfers for most of our Hotels. The available payment options are displayed during the booking process. A payment processing fee may apply. For walk-in bookings, we also accept cash payments.
Once your booking has been successfully completed, a Booking Confirmation will be issued in respect of each room booked and sent to the email address provided when you made the booking. You MUST produce your Booking Confirmation(s) upon check-in at the Hotel, together with your original valid photo identification document (NRIC, passport, driver’s licence or other identification card or document as the Hotel may require). If you do not receive your Booking Confirmation(s) within twenty-four (24) hours from the time of booking, please contact our Call Centre.
Credit card bookings made within five (5) days prior to check-in date will require presentation of the said card during check-in. Failure to do so may delay your check-in process.
The ‘Guest’ named in the Booking Confirmation must be the person staying at the Hotel otherwise we reserve the right to cancel the booking.
At all times during the booking process, you will be advised to ensure accuracy of your booking details (stay dates, room types, room rates, number of guest(s), Add-Ons). Two Moons Hotels will not be responsible or liable for errors in bookings.
Bookings are accepted subject to room availability.
Room rates shown on the Two Moons Hotels website are charged on a per room per night basis. Meals are not included.
Room rates may or may not include service tax, service charge, VAT, GST and/or other charges or tax subject to the requirements of the country where the Hotel is located. These will be charged at the prevailing rates and are payable in the currency of the Hotel’s country of location.
Room rates and details are correct at the time of publication and are subject to change without notice.
Two Moons Hotels rooms
Two Moons Hotels has a strict NO SMOKING policy. Failure to comply will entitle us to terminate your booking and you must leave the Hotel immediately.
You may not bring the following into our Hotels:
- pets (except for registered guide dogs) or livestock
- pillows, bed sheets, duvets or other items of bedding
- any electrical appliances and/or equipment for heating and/or cooking purposes
Two Moons Hotels reserves the right to remove and/or confiscate any of the above items found in any room immediately without notice to you and to charge you for any costs incurred for taking such action.
Two Moons Hotels further reserves the right to ask you to leave the Hotel and remove your belongings from the room immediately if we shall, in our sole opinion, deem that you have used the room in an irresponsible manner or in a manner that will compromise the safety of, or cause damage and/or harm to the room, the Hotel premises, the other Hotel guests, staff or any other persons or the reputation of Two Moons Hotels without any compensation and/or any reimbursement to you.
Check-in and Check-out
All Two Moons Hotels operate a strict check-in and check-out policy, the times of which vary from hotel to hotel. Please refer to the Hotel Schedule.
Booked rooms will be held for check-in until 9.00 am the following day of the scheduled check-in date, after which the booking will be deemed cancelled and Two Moons Hotels shall be entitled to release the booked room(s) for the remaining stay dates to other guests. No refunds will be provided for the cancelled booking.
A refundable keycard deposit may be required upon check-in at certain Hotels to cover loss or damage of the keycard issued.
If you check-out beyond the stipulated time Two Moons Hotels reserves the right, without further notice to you, to charge you an additional one (1) night’s stay at the then prevailing room rate or remove your belongings into the luggage storage facility (luggage storage charges may apply) and deny you further access into the room. Two Moons Hotels shall not be liable for any loss or damage to your belongings as a result of the action(s) taken.
Changes and Cancellations
Bookings made are non-refundable if cancelled within 24 hours of the booking in line with our standard cancellation policy as made available on our website at time of booking.
Change of Guest name on your booking is allowed if made three (3) days or more before check-in date subject to a Name Change Fee. No changes regarding stay dates, room category, duration of stay may be made but you are entitled to cancel the booking and make a new booking with the Hotel, subject to availability, and to the terms of cancellation below.
Booking cancellations MUST be made at least three (3) days before the scheduled check-in date. A cancellation fee applies for each Booking Confirmation cancelled as per our standard cancellation policy made available at the time of booing.
Any cancellation made less than three (3) days from the scheduled check-in date (irrespective of the number of stay dates booked) or any no-show in respect of a booking will result in the first nights payment under that Booking Confirmation being forfeited irrespective of the number of stay dates remaining. Unless otherwise expressly stated, no changes or cancellation will be allowed for promotional bookings. Please read the terms and conditions of the relevant promotion carefully.
Two Moons Hotels operates a pay-as-you-use system of Add-Ons which gives the budget conscious the flexibility to purchase only the facilities or services you wish to use. The full list of Add-Ons is provided on the Two Moons Hotels website
For Add-Ons available at the Hotel of your choice of stay, please refer to the relevant Hotel page on the Two Moons Hotels website. For your convenience, the Add-Ons will be displayed during your booking process for purchase.
Luggage storage is available only for guests (“Guests“) currently staying with the Hotel to store their luggage or other personal belongings before check-in or after check-out.
You may purchase this through the Hotels’ front desk at a minimal charge. Each item of luggage will be tagged with a luggage identification tag and may only be retrieved by the bearer of the tag. If the tag cannot be produced during collection, we may nevertheless allow the luggage to be collected if the person claiming it can establish, to our satisfaction, his/her right or authority to collect the luggage otherwise the Hotel reserves the right to dispose of the same without any liability to you.
Each luggage must weigh no more than 30kgs and may not exceed 28″ x 22″ x 14″ in size. The maximum storage period is one (1) day (one (1) week for Tune Hotel KLIA-LCCT). Two Moons Hotels reserves the right to dispose of any luggage or items not claimed after the maximum storage period allowed.
You use the luggage storage facilities at your own risk. Two Moons Hotels will not be responsible for loss of or damage to luggage or personal belongings and the contents therein (including any valuables, even if we have been advised) during storage or during the disposal process however caused and you hereby release Two Moons Hotels from any liability in respect thereof.
You are liable for any damage howsoever caused to the allocated room(s) or to the Hotel property caused by you or any persons in your party (whether or not staying at the Hotel) during your stay. Two Moons Hotels reserves the right to retain your credit card and/or debit card details and charge or debit such amounts as it shall in its sole discretion deem fit on the said card(s) to compensate or make good the loss, damage, costs or expenses incurred or suffered as a result thereof. Two Moons Hotels further reserves the right to commence legal proceedings against you without notice.
Right to Refuse Accommodation
Two Moons Hotels reserves the right to refuse accommodation to any person(s) without any notice and terminate any booking without being liable for any refund or compensation for the following reasons:
- the booking has been paid through fraudulent means
- the booking has been altered by anyone other than Two Moons Hotels or Two Moons Hotels & Resorts’ authorized agent or has been tampered with or defaced (in which case Two Moons Hotels reserves the right to retain such booking documentation)
- the person checking in is not or cannot prove that he/she is the person named in the Booking Confirmation
- as permitted under the provisions of these Terms and Conditions
- the person is rude, or verbally or physically abusive to any member of our staff at any time
Limitation of liability
Two Moons Hotels is responsible to provide the room(s) and Add-Ons stated in the Booking Confirmation(s) and according to these Terms and Conditions. We do not accept any liability for failure to provide the services contracted or any of them due to circumstances beyond our control.
Two Moons Hotels is not in a position to guarantee Guest’s safety against events including but not limited to accidents, death, acts of God, flood, riot, theft, or even acts of negligence. All activities have inherent risks to health and safety and Two Moons Hotels will not be responsible for any eventualities related to any activities or services booked through this website.
Two Moons Hotels will not be responsible for loss or damage of property left in Guest’s room and/or the Karavansare Hotel property during Guest’s stay. Guests are advised to obtain insurance to cover curtailment, and loss of luggage, personal effects, damages, personal injuries and money/valuable belongings.
Privacy & Data Protection
Two Moons Hotels will retain all personal information you provide during booking. By making a booking with us or using the Two Moons Hotels website, you consent to our use and/or disclosure of your personal details to our franchisees, branches, related corporations, associates, subsidiaries, affiliates, assignees, proposed assignees, agents, commercial partners, service providers and/or any other parties engaged by us to enable or assist us in the provision of services or to exercise or enforce our rights hereunder and/or any other party as Two Moons Hotels may, in our sole and absolute discretion, deem necessary for the following purposes:
- to process your booking and for other administrative purposes
- to provide you customer support and services
- to send you information on products and services, and special or promotional offers, newsletters or customer survey forms and questionnaires. You may unsubscribe from these at any time by clicking on the “unsubscribe link” on the relevant email communications.
We may also be legally obliged to disclose, and you irrevocably consent to our disclosing, your personal information to government and enforcement agencies, regulatory bodies and public authorities or as may be required by law. This may involve sending your personal information between different countries.
We will use our best endeavours to use your personal information in the manner stated herein and will not otherwise disclose your personal information without your prior written consent.
Two Moons Hotels uses cookie in our webpages to:
- maintain your session and required details during the booking process (session cookie)
- collect website usage data for statistical/analytics purposes (analytics cookie)
- directing you to the correct landing page based on your geo-location (geo-targeting cookie)
You may instruct your browser, by changing its settings, to stop accepting cookies or to prompt you before accepting a cookie from the websites that you visit. Two Moons Hotels website will not function properly if cookie setting is disabled.
Copyright & Trademarks
The Two Moons Hotels website including the booking and other applications, text, graphics, designs, audio and video clips, hotel and destination information and all other content thereon are the property of Two Moons Hotels and/or its content suppliers.
You may use this website and its content solely for personal, non-commercial and private use subject always to applicable copyright laws.
All trademarks, trade names, service marks and all other marks, whether registered or unregistered, on the Two Moons Hotels website are owned by or licensed to Two Moons Hotels and their respective owners and may not be used, reproduced or modified without the prior written approval of Two Moons Hotels & Resorts.
The Two Moons Hotels website, the services provided and all content thereon are supplied “as is” and “as available”. Two Moons Hotels provides no guarantee regarding the website and content. You are solely responsible for your use thereof.
While we will make every effort to ensure that the information on the Two Moons Hotels website is accurate and published in good faith, we do not warrant or represent its accuracy and disclaims to the maximum extent permitted by law all warranties expressed or implied by statute, custom or usage.
Two Moons Hotels will not be liable for any direct, indirect, consequential, punitive losses or damage (including without limitation loss of revenue, loss of goodwill, loss of reputation and loss of, or damage to data), arising out of this website or the use thereof, or any errors, inaccuracies or omissions in the services or content provided howsoever caused.
The various linked sites on our Two Moons Hotels site allows for further link-up and interaction between Guests and the said sites for promotions and other interactive mediums. The inclusion of all website links on our Two Moons Hotels website does not imply endorsement by Two Moons Hotels of such linked sites, or any association with their operations. These sites are outside the control of Two Moons Hotels & Resorts. We will not be responsible for the content on the linked sites or your use thereof.
Your contract with Two Moons Hotels is governed by the laws of the country where the Two Moons Hotel you booked your stay with is located and any disputes shall be settled in the courts of that country.
All other matters concerning or relating to the Two Moons Hotels website shall be governed by the laws of The United States of America and the US courts shall have jurisdiction therein.
Changes to these Terms & Conditions
Two Moons Hotels reserves the right to cancel, amend or vary the arrangements and content featured on the Two Moons Hotels website and/or change or add to these Terms and Conditions at any time without prior notice.
Conflict Between English Text And Other Language Text
If there is any conflict or discrepancy between the English text of these Terms and Conditions and any translation thereof, the English text shall prevail.