Cancellation Policy
➢ Non-Refundable Policy
➢ All confirmed/guaranteed reservations are non-refundable.

Terms & Conditions
- All guests are requested to present their MyKad = IC / MyKid / Passport for check-in at the reception counter.

 

- Only one (1) guest is allowed to carry out the check-in/check-out process at the reception counter.

- All overnight booking must be made at least fourteen (14) days before the check-in date. We do not accept last minute booking.

 

- All payment transactions must be made by Online transfer within 3 days after receipt of booking confirmation.

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- All meals (Breakfast, Lunch & Dinner) will be served at Tropical Farm Café.

 

- All guests are required to follow the guidelines provided by the Management of Borneo Happy farm, in which failing to do so, necessary actions will be taken.

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Check in / Out times
Standard Check in time is from 2PM – 5PM (not guaranteed in the event of high occupancy). Should you need to check in earlier to the accommodation , we are happy to assist, however it is subjected to the availability of rooms. Guest is required to present a valid Identify Card (IC-MyKad) or Passport for verify and proceed the check-in.

Standard Check out time is at 12 PM. Any extension to the check-out time must pre-arranged and subject to availability of room. Late check-out can be arranged and may be subject to availability and may incur an additional charge @RM 100 per hour.
**If you wish to visit the farm attraction early before the check-in time, you may inform in the booking form requirement, on the check-in day, the reception will assist with registration and pass the entrance wristband for you & your family / friends to enter the farm prior to check in. After 2pm, your room key will be ready to collect at the reception counter. You may leave your luggage at our lobby luggage area. Your luggage will be delivered to your house after 2pm. (This is a special arrangement and must be informed during booking)

 

Deposit

Debit and Credit card are not accepted. BHF requires a RM100 per stay deposit per house in additional to the house rate in the form of cash upon check in. 

Wristband
BHF will provide wristband to all register overnight guests (including adult / children / senior citizen / infant). All overnight guests must put on the wristband and enter the farm by scanning the wristband QR code to the auto gate.
Please always keep your wristband with you. There is an additional printing charge of RM30 per wrist band for lost wristband.
Accommodation guest need to scan the wristband to enter the breakfast area and the wristband is also needed in order to enjoy the shuttle service.
** BHF management have the right to refuse entry too any guests without wristband.

Booking Policy
Guest must be at least eighteen (18) years old to register. Early reservation of room is recommended especially during weekends, holidays and in- season periods. Reservation can be done via WhatsApp’s, website, email and online booking engines. A confirmation shall be communicated to the delegate by email during regular office hours. For reservations guaranteed with a form of payment at time of booking, houses/rooms are held until check-out time the day following arrival.

No-show/Shortened Stay
No refund shall be made in the event of no show or shortened stay.

Tourism Tax
Tourism Tax is applied to non-Malaysian under Section 6 Tourism Act 2017. The tourism tax rate is RM10 per room per night (to be paid upon check-in by cash only).

Access on Accommodation Facilities
Only registered overnight guests may access or use the facilities without additional charges. For non-registered guests, the use of such facilities will be charged accordingly. Example: SPA, Room ……

Liability
Guests’ liability for their account is not waived and guests agree to be held personally liable in the event that any indicated person, group, company or association fails to pay all or part of any charges incurred charges incurred.

Limitation of Liability
To the extent permitted by law, BHF do not accept any liability arising out of any occurrences beyond its control including but not limited to acts of terrorism, acts of God, flood, war, strikes, riot, theft, delay, cancellation, civil disaster, government regulations or changes itinerary or schedule (collectively, “Force Majeure”). All activities have inherent risks to health and safety and BHF will not be responsible for any possibilities related to any activities or services booked through BHF website or during your staying our accommodation.

Prohibited Items

The following items are not allowed in the farm premises: ·
• Flammable, explosive or hazardous materials·
• Objects emitting a foul odor ·
• Unregistered firearms or other weapons·
• Objects of an unusually large size or in unusually large quantities ·
• Articles related to use in gambling, prostitution, smuggling or other unlawful acts·
• Illegal drugs or other articles, the possession of which is prohibited by the laws of Malaysia
BHF reserves the right to refuse entry to any guest found to be in possession of prohibited items. Guests shall be solely liable and responsible for all loss financial or otherwise, and damage that may be caused by such items.

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Housekeeping Service

We do not provide daily housekeeping service. Rooms are cleaned and inspected in the morning session and a detailed log is maintained on each room and linen. Rooms are rented to guests in appropriate condition without any prohibited odor. Housekeeping and Front Desk staff are trained and skilled in identifying the odors from prohibited items. If our investigation concludes that you have smoked in your room, cooked, or brought a prohibited item into our facility, you will be fined, and evicted without any refund. Your comfort is very important to us. For guests staying multiples nights, housekeeping will not enter your room to change your bed & towel. Housekeeping will only clean your room/chalet after customer check-out. Customer may leave your rubbish outside your room door; housekeeping will collect in the morning session inspection.

Damage to accommodation property
We reserve the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the accommodation’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guests by CASH/Online transfer or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

Removal of accommodation property
We reserve the right to charge guests the cost of replacing any items that are removed from the premises without consent or damaged during the guest’s stay. The charge will be the full replacement amount of the missing items, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests by CASH/Online transfer or send an invoice for the amount to the registered address.

 

Tampering with fire detection systems and firefighting equipment
We reserve the right to take action against any guest found to have tampered / interfered with any fire detection equipment throughout the accommodation premise, including detector heads in public areas and bedrooms, break glass point sand fire extinguishers. Guests found to have tampered any fire detection or firefighting equipment will be charged with any costs incurred by the BHF due to their actions and may be asked to leave the farm. Depending on the severity of the guest actions, the Police may be involved at the farm’s discretion. Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserved the right to make a charge to the guests by CASH/Online transfer or send an invoice for the amount to the registered address.

Inappropriate Behaviour
It is the accommodation’s policy that all guests have the right to be treated with dignity and respect and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behaviour. Should any actions by a guest be deemed inappropriate by the Manager, or is brought to the attention of the Manager, BHF reserves the right, after any allegations have been investigated, to take action. Depending on the severity of the guest actions, the Police may be involved at the accommodation’s discretion, or guests may be asked to leave the farm’s premise.

Lost / Damaged Property
BHF will not be held liable should any guest lose any belongings during their stay or incur damage to their property. If we find any lost property, we will make every reasonable effort to locate the owner and return it, but if an item is not reclaimed within 1 month of the guest’s departure, it will be disposed of.
Any lost or damage to the facilities and items in the room will be charged accordingly. Loss of room key card is chargeable at RM30. No nailing or chopping of any structure of building and room. Management reserve the right to stop and refuse your stay without refund and to demand for damaging incurred.

Vehicles
All vehicles are parked at the owners’ risk. Should a problem occur with a vehicle in the farm’s car park, BHF cannot accept any liability. If a vehicle is left in the farm’s car park for more than 8 hours after the guest has departed without the written consent of the farm, BHF reserves the right to remove the vehicle at the owners’ expense. All vehicles entering or leaving are subject to security check.

Child Policy
Parent/s and/or guardian/s are personally and legally responsible for the safety of their children at all times. Never leave your children unattended inside the guest rooms or anywhere on farm property. 0-2 years old are considered as Infant; 3-12 years old are considered as Children.

 

Extra Person Policy
Room occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to book another room for proper accommodations or vacate the accommodation. Each room type is only able to accommodate for an additional 1 more guest request with additional charges of RM 80 per person (including mattress & breakfast).

Photographs and Videos
A written request is to be submitted to the management of BHF for using photographs and videos taken in the farm for commercial or public purposes. 

Responsibility for guest’s property
BHF will not be held responsible for any lost or damage of the guest property. It is the responsibility of the guests to take care of their valuables.

No Smoking Policy & Fees
BHF accommodation is a 100% non-smoking property. A RM500 cleaning fee will be billed to your account if smoking occurs in your room. This includes E-cigarettes and vape pens.

Room Occupancy
The total number of occupants in a room shall not exceed the maximum number of occupants permitted for the perspective room types. Room occupancy please refer to all house type catalogue.

BYO Food or Drink
Any BYO food or drink shall be charged a Corkage Fee of RM50 per person per meal. No external cooking utilities, utensils or instruments shall be brought into the property to ensure safety of other guest.

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Tropical Farm Café
The only cafeteria in the farm, having your breakfast, lunch & dinner at here.
Breakfast time: 7am - 9am
Dinner time: 6pm - 9pm
** Lunch menu is available from 9am to 5pm on operating day.

Kiddyland
A playground for children to play and drain their energy. Operating time from 9am to 9pm.

Farm Attractions
All the farm attraction is available from 9am to 5pm on operating day. After 5pm overnight guests are not allowed to visit the attractions as our animals need time to rest.3

Shuttle Service
All overnight guest wristband includes shuttle service. There is a total of 6 shuttle stations throughout the farm. Kindly follow the shuttle station signboard or refer to the map. We will only provide one return transfer from Lobby directly to and from chalet during check-in & check-out time. Other than this two arrangement, guest must proceed to the shuttle station to board the shuttle.
** Shuttle service is only available from 9am to 5pm on operating day.

Luggage
• You may leave your luggage at the reserve luggage area; our luggage carrier will send your luggage to your chalet by our shuttle.
• Please do not leave your luggage, cash or any other valuable things in your luggage or luggage reserve area, as this is a farm stay not a hotel.

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Pet
Strictly no pet is allowed in the farm premises at all time. Should the Management found out that guests brought their pet into the farm/room, a cleaning fee of RM200 will be imposed to the guests.

 

Security
BHF has implemented technology and systems that protect the information you provide. In those instances, when you are asked to submit private information such as an IC number, you can be assured that we have security measures in place to protect this information. This technology provides the advanced encryption tools necessary to protect information transmitted between your computer and our server. Encryption means that your information is converted into code before it is dispatched over the Internet.

Disability Friendly
BHF is friendly to our disabled guests and those needing special assistance. Disabled-friendly room is available (subject to availability).

 

Littering
Do not throw rubbish or any kind of waste in open or public places. Dispose the waste into designated rubbish bins provided in the general area.

 

Wildlife
BHF recognizes its responsibility to respect the environment and is committed to preserve the natural habitat of wildlife. Therefore, guests are advised to be aware of wildlife in/at/surrounding the farm area.

 

JACUZZI-HOT TUB
While using the Jacuzzi, strictly follow the instructions of use, orders and information given by the service personnel (All adjustments of the Jacuzzi equipment can only be performed only by service personnel).
JACUZZI-HOT TUB refill water available time: 3pm-9pm
**Longhouse Jacuzzi x 10 Jacuzzi are available for rent. (Maximum 2 hours use) *Must pre-book when during reservation.
Please wear proper swimming attire; no buttons or zippers allowed on all swim wear. Please shower before dipping into the SPA. The management has the right to refuse guests from using the SPA, should the guests have any communicable skin diseases, and/or rowdy behaviour. There will be no lifeguard at the SPA area. Guests are advised to enjoy at their own risk. Children must be supervised by adult’s/guardian’s, do not use the SPA alone.

JACUZZI Rules:
➢ Shower before using the Jacuzzi.
➢ No sun cream or other lotions to be worn
➢ No food, drink, alcohol or glass item allowed.
➢ Do not use the facilities if you have recently consumed alcohol.
➢ Enter and exit the Jacuzzi slowly with care.
➢ No pushing or jumping into the Jacuzzi
➢ Wear suitable attire (swimming suite, bikini is allowed; Jeans and T-shirts are not allowed.)
➢ Children must be supervised by an adult/guardian. Do not use the Jacuzzi alone.
➢ Pregnant women and anyone with heart disease, diabetes, high or low blood pressure or any serious illness should consult with doctor before entering the Jacuzzi.
➢ All users of the Jacuzzi use the facilities at their own risk. Management accepts no responsibility for accidents or injury.
BHF will not be held responsible for any loss or damage to any personal property, injury, disability or fatality even death arising from whatsoever reasons while exercising or playing in the Jacuzzi area.
After guest’s check-in, our housekeeping will help to refill the Jacuzzi water, guest may enjoy it anytime when the water refill finish, on the next day our housekeeping will help to drain it.