1. How do I find and reserve a tour or hotel?

Choose a destination and review the tours or hotels listed. When viewing the information for your selected hotel or tour, you will note the rate or fare in the page. Once you have chosen a hotel or tour, click the "Book Now" icon. This will take you to the booking form. Please complete this form and submit it by clicking on ‘Submit’. Once you have submitted your reservation are being processed.

2. What happens once my reservation is placed with the pulaupulau.com?

1. Our travel advisors will immediately contact our local land operator or hotel with your request. Upon confirmation from our local land operator or hotel, a reservation is then made.
2. If not instantly, then usually within 24-48 hours, our travel advisors will send you a confirmation voucher detailing the reservation and the payment.
3. This confirmation voucher can then be presented upon arrival or check-in at the hotel.

3. When will my booking be confirmed?

We will contact our land operator or the hotel and normally confirm your booking within 24-48 hours. We will notify you by e-mail the moment we receive confirmation or any changes in your booking status.

4. Are your hotel rates per room or per person?

All of our listed rates are per room, normally for either 1 or 2 persons. In the case of a 3rd or 4th guest in a room, every hotel has a different policy as to whether you will be charged for an extra bed or not. After your booking has been confirmed we will send you an invoice indicating your extra charges. As a generic rule, children under the age of 12 travel free or hare charged half price.

5. Can I make a reservation directly through the hotel?

The special rates listed on our web site are only available through our service. If you would like to make a reservation directly with the hotel you will need to contact them directly.

6. How do I check-in at the hotel?

Simply present your hotel voucher to the hotel's reception staff. Since the hotel already has your booking on record, your email hotel voucher is not essential, but may be useful as verification and for contact information. If for any reason you should need a duplicate, please do not hesitate to contact us giving your booking reference number.

7. What does run of house (ROH) mean?

This is the standard room offered by the hotel and is often available by different room type (single/double/twin).

8. Do I need to pay for my accommodation or tour immediately?

pulaupulau.com is a travel website in that although we request your valid credit card details to secure your booking, we do not charge anything to your account until we comfirmed your booking. (You will be informed of the exact payment date and amount in your confirmation email).

9. What credit cards do you accept?

We accept payment by Visa and Master Card.

10. Can you send me a separate invoice for my booking?

Yes. We will be pleased to send a printed invoice on company headed paper if requested.

11. What is the cancellation policy?

CANCELLATION PERIOD
In the event of a confirmed booking being cancelled / partially cancelled, a cancellation charge will be levied. Any cancellation received will incur the following cancellation charges:-

Accommodation
If notification of cancellation is received after booking is confirmed (check-in voucher issued) or payment is done, there will be no cancellation charge except for a 25% or RM100 (whichever higher) of administration fee.

If notification less than 10 Malaysian business days before check-in date - 1 night room charges

If notification less than 7 Malaysian business days before check-in date - 100% of the total room charges

No Show - 100% of the total charges

Booking under Promotion Rate - No cancellation or amendment is allowed.

Tours, Transfer and Packages
If notification of cancellation is received after booking is confirmed (hotel check-in voucher issued) or payment is done, there will be no cancellation charge except for a 25% or RM100 (whichever higher) of administration fee.

If notification 15 Malaysian business days before check-in date - 50% of total charges

If notification less than 10 Malaysian business days before check-in date - 100% of total charges

Booking under Promotion Rate - No cancel or amendment are allows.

Flight, Bus or Coach, Ferry Ticket
Non-refundable once ticket is issued.

Special Category
First World Hotel, Theme Park Hotel, Genting Hotel, Resort Hotel, Awana Genting, Awana Kijaj, Golden Palm Tree Resort are category as Special Category and strictly NOT cancel allow once booking confirmed.

During Peak Season and Public Holidays, there will be no cancellation acceptable and there will be no refund.

12. How to cancel or amend my booking?

To cancel or amend your reservation, you must do one of the following:

Cancel by sending us an e-mail (info@pulaupulau.com) with the word "CANCEL" in the subject line and quoting your booking ID e.g. ID123485 if you have one. If you do not have a booking ID, please send the hotel name, location, guest name and relevant dates.

Or telephone us direct: (Malaysia) +6 0321448800

Failure to do so will result in you being subject to the conditions described above so it is imperative that you let us know as early as possible.

13. What is the security policy?

The secure booking form and credit card information input form uses Secure Socket Layer (SSL) technology to ensure that your al information remains secure and private. This process takes the information you enter and converts it into code that is securely transmitted over the Internet. This scrambled data cannot be read as the information travels directly to our secure server.

14. Who operates pulaupulau.com? Can I be sure that I am using a legitimate service?

PulauPulau.com is operated by Sedunia Travel Services Sdn Bhd (KKKP No.: 0019) .