Guest Reservations & Cancellation Terms
Refund & Cancellation Policy
Sovotel Malaysia • www.sovotel.com • Last Updated: November 4, 2026
At Sovotel Malaysia, we strive to provide a flexible and transparent booking experience for all our guests. This Refund Policy outlines the terms and conditions regarding booking cancellations, modifications, and refunds for reservations made via www.sovotel.com or directly with our hotel branches.
1. Standard Cancellation & Refund Window
- Free Cancellation: Guests may cancel their booking free of charge up to 48 hours prior to the scheduled check-in time (14:00 PM local hotel time). Full refunds will be processed back to the original method of payment.
- Late Cancellation: Cancellations made between 48 to 24 hours prior to scheduled check-in will incur a cancellation charge equivalent to 50% of the first night's room charge.
- Same-Day Cancellation & No-Show: Cancellations made within 24 hours of the check-in time or failure to arrive (No-Show) are strictly non-refundable and will be charged the full amount of the first night's room charge (or total booking for single-night stays).
2. Non-Refundable Rates & Promotional Packages
- Bookings made under "Non-Refundable", "Flash Sale", "Early Bird", or promotional voucher packages are non-refundable and non-cancellable upon booking confirmation.
- In the event of early check-out or shortening of stay under promotional rates, no partial refund or credit balance will be granted.
3. Booking Modifications & Date Rescheduling
- Date modifications are permitted subject to room availability and prevailing rate differences, provided the request is submitted at least 24 hours prior to original check-in.
- If the new room rate is higher, the guest must settle the difference upon confirmation or check-in. If the new rate is lower, the difference may be credited towards hotel incidentals or voucher credit where applicable.
4. Security Deposit & Incidental Refunds
- Room security deposits collected during check-in (cash or credit/debit card pre-authorization) are fully refundable upon room inspection during check-out, provided no damage, missing room items, or smoking violation has occurred.
- Cash deposits are refunded immediately upon checkout. Card pre-authorizations are released according to your issuing bank's timeline (typically 7–14 business days).
5. Force Majeure & Special Compassionate Cases
- In circumstances of verified medical emergencies, severe travel restrictions, or natural disasters, Sovotel management will review cancellation requests on an individual basis. Guests may be offered date rescheduling or hotel credit vouchers valid for 6 months.
6. Refund Processing Timeline
- Approved refunds for online card or FPX payments will be processed within 7 to 14 business days, depending on the guest's issuing bank and payment gateway settlement cycles.
- To comply with anti-fraud regulations, refunds will only be credited to the original bank account or payment method used during reservation.
7. Central Reservations Contact If you have any questions or require assistance regarding your refund request, please contact our Central Reservations Desk: • Email: reservations@sovotel.com • Customer Care Hotline: +60 3-7732 2828 • Operating Hours: Daily, 08:00 AM – 11:00 PM