Terms & Conditions

1. USER AGREEMENT

The official Redang Beach Resort website is jointly managed by Redang Beach Resort Sdn Bhd (Company No.: 199101013636) and Redang Aquatic Adventure Sdn Bhd (Company No.: 199301011499), the Resort’s authorised booking and payment operator.

By accessing or using this website (www.redang.com.my), you confirm that you are at least 18 years of age and agree to be bound by these Terms and Conditions.

All reservations, payments, and related communications handled through this website are governed by both the Resort’s general guest policies and the Sales Department’s sales and payment terms.

If you do not agree with these Terms and Conditions, please refrain from using this website.

2. PRICE POLICY

• All prices displayed are in Malaysian Ringgit (RM / MYR).
• Rates may vary depending on package type, room category, travel season, promotions, and availability.
• Prices are subject to change without prior notice.
• Optional add-ons such as land transfers, equipment rental, celebration arrangements, and additional meals may incur extra charges.

3. BOOKING METHODS

A. Online Bookings (Official Website Payment Gateway)

• Real-time room availability is displayed online.
• Full payment is required at the time of booking.
• Accepted payment methods include FPX Online Banking, Credit/Debit Cards, and supported e-Wallets.
• Upon successful payment, the system will automatically issue a Hotel Voucher via email.
• Guests are responsible for providing accurate email and contact details.
• Online booking closes five (5) working days before the check-in date.
• All online payments are strictly NON-REFUNDABLE and NON-TRANSFERABLE.

B. Manual Bookings (Email / Phone / Authorised Agents)

• Reservations may be made via email to travel@redang.com.my, by calling 03-20315079 (Kuala Lumpur Sales Office), or through authorised travel partners.
• A manual confirmation email will be issued once availability is verified.

Manual Payment Schedule:

• More than 3 weeks before check-in:
  RM100 deposit per person is required within 7 days from confirmation; the remaining balance is due at least 3 weeks before arrival.

Within 3 weeks before check-in:

• Full payment is required within 24 hours of confirmation.
• Failure to pay within the stated timeframe will result in automatic cancellation.
• All deposits and payments are strictly NON-REFUNDABLE and NON-TRANSFERABLE.

4. PAYMENT POLICY (STRICT)

This policy applies to all booking methods and all guests.

• All payments are strictly NON-REFUNDABLE and NON-TRANSFERABLE under any and all circumstances (including, but not limited to, change of plans, illness, adverse weather, or government restrictions).
• Guests are strongly encouraged to purchase comprehensive travel insurance (see Section 13) to cover potential losses arising from trip cancellation, delays, or medical emergencies.
• Guests are required to acknowledge and accept this strict NON -refundable policy before confirming the booking.

5. E-INVOICE & BILLING INFORMATION

• A complete guest name list must be submitted before arrival for voucher issuance and room allocation.
• Billing name and details must be provided at the time of booking or payment.
• Once an e-Invoice is issued, details cannot be edited; any corrections require a Credit Note and reissuance of a new e-Invoice.
• Any administrative costs or delays associated with the reissuance due to incorrect details shall be borne by the Guest/Company.
• Name amendments or guest replacements must be requested at least three (3) working days before check-in.

6. FORCE MAJEURE

The Resort shall not be liable for any delay, interruption, or failure to perform its obligations caused by events beyond its reasonable control (including, but not limited to, severe weather, ferry disruptions, island closure, or emergency orders).

In such cases:

• All payments made are strictly NON-REFUNDABLE and NON-TRANSFERABLE.
• Postponement is the sole and exclusive remedy offered to the Guest. The full value of the original booking payment will be applied as credit towards a new travel date.
• The postponed stay must be utilised within the same operational year as the original booking. Any unused booking value shall be entirely forfeited after the island closes for the monsoon season.
• The standard postponement administrative fee (RM100) will be waived.

Price Difference Rules:

• If the new date is in a Normal/ Low Season, no top-up for the package price difference will be required.
• If the new date is in a Peak Season (including public holidays and school holidays), the Guest must pay the resulting price difference to meet the applicable Peak Season rate.

Only one (1) such postponement is permitted per booking.

7. TRANSPORTATION & TRANSFER SERVICES

All ferry services are operated by independent third-party companies. The Resort is not liable for any delays, schedule changes, or cancellations by the ferry operator.

• The Resort will not be responsible for any resultant financial loss, including missed flight connections, additional travel costs, or expenses arising from such disruptions.

Guests are advised to plan sufficient buffer time and to purchase adequate travel insurance.

8. EXTENDED STAY DUE TO WEATHER / FERRY CANCELLATION

• If guests are required to extend their stay due to unsafe sea conditions or ferry operator cancellations, accommodation charges will follow the Resort’s on-site policy at the time of stay.
• Guest safety is always prioritised.

9. CHILD POLICY

• Infant (0–3 years): Free of charge when sharing existing bedding with parents (ferry/ boat ticket still required).
• Child (4–11 years): Child package rate applies.
• Adult (12 years and above): Adult package rate applies.
• Child age is determined based on year of birth.

10. CHECK-IN & CHECK-OUT

• Check-in time: From 1:00 PM onwards, subject to room readiness.
• Check-out time: By 9:30 AM.
• Early check-out is required due to fixed ferry schedules and housekeeping turnaround to prepare rooms for incoming guests.
• Guests arriving early may leave their luggage at reception while waiting for check-in.

11. CANCELLATION & NO-SHOW POLICY

• All cancellations or no-shows will result in 100% forfeiture of all payments made.
• Early check-out or reduction of stay length is not entitled to any refund or rate adjustment.
• All payments remain strictly NON-REFUNDABLE and NON-TRANSFERABLE.

12. POSTPONEMENT POLICY (STRICT)

Postponement is not an automatic right and must be requested in writing via official email to the Kuala Lumpur Sales Office (KLSO). All postponement requests are subject to management approval and room availability.

A. STANDARD RULES

i. Requests submitted at least twenty-one (21) calendar days before the original check-in date

• No postponement fee or forfeiture will be imposed.
• The request remains subject to management approval, room availability, and any applicable rate difference.

ii. Requests submitted between twenty (20) and seven (7) calendar days before the original check-in date

• A postponement fee of RM100 per booking will apply.
• No forfeiture will be imposed.
• Any applicable rate difference must be topped up before a new Hotel Voucher is issued.

iii. Requests submitted within seven (7) calendar days before the original check-in date

These requests are subject to:

• 50% forfeiture of the total package amount; and
• RM100 postponement fee per booking.

Upon approval, the remaining 50% of the package amount, together with the RM100 postponement fee, must be topped up before a new Hotel Voucher is issued.

iv. Requests made on the original check-in date or within twenty-four (24) hours before the original check-in date

Any postponement request made on the original check-in date, or within twenty-four (24) hours before the original check-in date, shall not be accepted under any circumstances and will be treated as full forfeiture (100%).

For the avoidance of doubt, phone calls, verbal notice, or informal messaging shall not constitute a valid postponement request unless and until the request is submitted via official email to the Kuala Lumpur Sales Office (KLSO).

Example:

• If check-in is on 20 November, the last day to submit a postponement request under the 21-day rule is before 11:59 PM on 29 October (Malaysia Time).
• The last day to submit a request under the 7-day rule is before 11:59 PM on 12 November (Malaysia Time).

Only one (1) postponement is allowed per booking.

The new travel date must fall within the same operational year and be utilised before the island closes for the monsoon season.

Postponement cannot be carried forward to the following year; any unused postponement after island closure will be forfeited.

The rescheduled stay will follow the original pricing category and season of the initial booking:

• If the new dates fall under a higher applicable rate (e.g. from early-bird rate to normal rate, or from normal to peak season), a top-up to the higher rate will apply.
• If the new dates fall under a lower applicable rate, no downgrade or refund of the price difference will be given.

B. EMERGENCY CASES (WITHIN 7 DAYS)

This applies to emergencies such as medical emergencies or the death of an immediate family member.

Valid supporting documents are required.

Even with valid supporting documents, the following will apply:

• 50% forfeiture of the total package amount; and
• RM100 postponement fee per booking.

The remaining 50% plus the RM100 fee must be topped up before a new Hotel Voucher is issued.

If no supporting documents are provided, the case will be treated as a no-show (100% forfeiture).

C. GROUP BOOKINGS

Postponement applies per room, not per individual guest.

In group bookings, one room may postpone while other rooms proceed as scheduled.

Guests sharing the same room cannot postpone individually.

If one guest in a shared room does not travel but others still use the room, that guest’s portion will be treated as a no-show (100% forfeiture).

For a postponed room, the applicable postponement terms above shall apply, including any forfeiture, postponement fee, and carry-forward balance to the new date.

D. SUBMISSION TIME (TIMESTAMP RULE)

A postponement request is considered “received” based on the email timestamp when it reaches any official Kuala Lumpur Sales Office inbox, including:

the general Sales email: travel@redang.com.my

; or

the individual Sales representative’s email as stated in the booking confirmation.

This rule applies regardless of office operating hours.

Requests received before 11:59 PM (Malaysia Time) on a given date will be treated as received on that calendar day.

Requests received after 11:59 PM (Malaysia Time) will be treated as received on the following calendar day.

13. TRAVEL INSURANCE

• Guests are strongly encouraged to purchase comprehensive travel insurance covering trip cancellation, delays, medical costs, and weather-related disruptions.
• The Resort will not be responsible for any losses that fall within the coverage of travel insurance.
• The non-refundable policy remains fully applicable even if an insurance claim is rejected.

14. GUEST RESPONSIBILITY

• Guests are responsible for the safekeeping of their personal belongings.
• The Resort is not liable for any loss of or damage to personal items, unless such loss or damage is proven to be caused directly by the gross negligence or wilful misconduct of the Resort or its employees.
• Participation in activities (snorkelling, diving, etc.) is at the guest’s own risk and liability.
• Non-registered guests (visitors) are only permitted to remain in designated public areas. Any unauthorised entry into guest rooms or restricted areas entitles the Resort to request the individual to leave the premises or to impose additional charges for the use of facilities.
• The Resort reserves the right to terminate a stay without refund in cases of abusive, disruptive, or illegal conduct.

15. RESORT ACTIVITIES

• All activities are subject to sea and weather conditions.
• No refund will be provided for cancellations or changes made due to safety concerns.
• Lost or damaged equipment will be charged at its replacement value.

16. TOURISM TAX (TTx)

• A Tourism Tax of RM10.00 per room per night applies to all non-Malaysian guests.
• This tax is collected on behalf of the government and is payable upon check-in.
• The Tourism Tax is NON-refundable in the event of early check-out.
• Malaysians and Permanent Residents (PRs) with valid MyKad/MyPR are exempt from this tax.

17. PROHIBITED ITEMS

• Pets or livestock
• Fireworks, firecrackers, or any open flames
• Cooking appliances or stoves
• Unsafe personal electrical appliances (e.g. heaters, irons, kettles)

18. DATA PROTECTION (PDPA)

• The Resort collects and processes guest data for the purposes of handling bookings, room arrangements, billing, e-Invoicing, and complying with applicable laws and regulations.
• Where required by law or for the fulfilment of related obligations, guest data may be shared, to the necessary extent, with relevant authorities, business partners, or service providers.
• The Resort does not sell or rent personal data and will take appropriate measures to ensure that only authorised personnel with a legitimate need have access to such information.

19. GOVERNING LAW AND SEVERABILITY 

This Agreement shall be governed by and construed in accordance with the laws of Malaysia. The parties hereby submit to the exclusive jurisdiction of the courts of Malaysia in relation to any dispute arising out of or in connection with these Terms and Conditions.

If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be deemed severed from this Agreement, and the remaining provisions shall continue in full force and effect.

20. FINAL NOTICE

By confirming a booking, guests are deemed to have read, understood, and agreed to all Terms and Conditions stated above.

Redang Beach Resort Sdn Bhd and Redang Aquatic Adventure Sdn Bhd reserve the right to amend these Terms and Conditions at any time without prior notice.

The version published on the official website at the time of booking shall apply.