FAQ
Villa Booking
How can I make a booking?
You can make inquiries and bookings through our website, by phone, WhatsApp, email, or social media. Please note that all bookings are subject to availability.
How do I confirm my reservation?
Reservations are confirmed only after full payment has been received and verified by both Mad Away and the bank. Please check room availability with us before making any payment.
Are there special requirements for government sector bookings?
Yes, bookings made by government sectors using a Local Order (Pesanan Kerajaan) will only be confirmed upon receiving the official LO.
What amenities are included with the villa booking?
Each villa includes amenities such as free Wi-Fi, fan/air conditioning, private pool, housekeeping services, and more. Detailed information about amenities can be found on our website or by contacting our team.
Payment
Is payment required to secure a reservation?
Yes, reservations without payment are not allowed or guaranteed. We operate on a first-come, first-served basis, and rooms are not held without payment.
Is a deposit required?
Yes, a deposit is required for incidental charges and security: RM500 per room or RM1000 per group. The deposit will be refunded after checkout, provided there are no damages to the property.
Do you support offline credit card payments?
No, we do not support offline credit card payments.
What currency are the rates in?
All rates are in Ringgit Malaysia (RM) and include breakfast.
What is your refund policy for cancellations?
No refunds will be issued for booking cancellations.
Balance Payment:
The remaining balance must be paid prior to before your arrival. The exact due date for the balance payment will be specified in your booking confirmation.
Security Deposit:
A refundable security deposit may be required upon check-in to cover any potential damages or incidental charges. This deposit will be refunded upon satisfactory inspection of the villa at check-out.
Rules and Regulations
What are my liabilities during the stay?
Guests are liable for any damage caused to the allocated room(s), Mad Away premises, or property by themselves or any persons in their party (whether or not staying at Mad Away villas) during their stay.
What is the policy on guest behavior?
Mad Away’s management reserves the right to refuse entry to or expel any guests who do not comply with Mad Away’s policies.
General Policies
What happens if my reservation is affected by events beyond your control?
Mad Away is not responsible for any changes or cancellations of reservations caused by events beyond our control, including but not limited to acts of God, terrorism, adverse weather conditions, strikes, lockouts, riots, acts of war, fire, and explosions.
Is Mad Away liable for personal losses?
Mad Away assumes no responsibility for the loss of money, damage, or theft of vehicles, vehicle contents, or other personal valuables during your stay.
Is Mad Away liable for activities I undertake during my stay?
Mad Away is not liable for any losses, injuries, illnesses, accidents, expenses, delays, or other irregularities resulting from activities willingly undertaken by participants.
Complaints and Issues:
Any complaints or issues should be reported to the management immediately to ensure they are addressed promptly. We strive to provide a satisfactory resolution as quickly as possible.
Prohibited Items:
The use of fireworks, illegal substances, and hazardous materials is strictly prohibited on the property. Violators will be reported to the authorities and evicted immediately.
Damage and Repairs:
Any damage to the property, fixtures, or furnishings must be reported immediately. Guests are responsible for the cost of any repairs or replacements required due to damage caused during their stay.
Emergency Contact:
In case of any emergencies or urgent issues, please contact the villa management or the provided emergency contact number immediately.
Respect for Neighbors:
Please respect the privacy and tranquillity of neighbouring properties. Any complaints from neighbours regarding noise or behaviour may result in immediate eviction.
Noise and Disturbance:
Guests are expected to respect the peace and quiet of the villa and its surroundings. Loud noise, parties, and disturbances are strictly prohibited, especially during nighttime hours (10:00 PM to 8:00 AM).