General Policies & Guest Guidelines

• All reservations are confirmed upon receipt of payment.
• Payment secures the selected room and dates exclusively for the guest.
• Rates and room availability are subject to change until a booking is confirmed.

• Early check-in and late check-out are subject to availability and may incur additional charges.

• All bookings are subject to the cancellation terms agreed upon at the time of reservation.
• Refund requests must be made at least 14 days before the scheduled check-in date. Bookings become non-refundable within 14 days of check-in.
• Meeting the 14-day notice period does not guarantee a refund. All refunds remain subject to management review and approval at its discretion.
• No-shows, early check-outs, and shortened stays are non-refundable.
• Once a stay has commenced, unused nights are considered non-refundable.

• Requests to change dates, room types, or guest details are subject to availability and approval.
• Approved changes may incur additional charges or rate differences.
• Management reserves the right to limit the number of amendments per booking.
• The Hill Kinabalu is not responsible for flight changes, cancellations, or delays. Guests affected by a flight change may request to reschedule, subject to room availability, management approval, and any applicable rate difference.
• A flight change does not create an automatic right to a refund.

• Guests are expected to behave respectfully toward staff, other guests, and property.
• Any damage, loss, or excessive cleaning required due to guest actions may be charged accordingly.
• The Hill Kinabalu reserves the right to refuse service or terminate a stay without refund in cases of misconduct, illegal activity, or violation of house rules.

• Guests use the premises and facilities at their own risk.
• The Hill Kinabalu is not responsible for loss, theft, or damage to personal belongings.
• Guests are responsible for supervising children and dependents at all times.

The Hill Kinabalu shall not be held liable for cancellations, interruptions, or changes caused by events beyond reasonable control, including but not limited to natural disasters, government actions, power outages, or unforeseen emergencies.

• The Hill Kinabalu reserves the right to amend, update, or modify these policies at any time without prior notice.
• The latest version published on our official website shall prevail.

By confirming a booking or staying at The Hill Kinabalu, guests acknowledge and agree to abide by these policies.

For any questions or clarifications regarding these policies, please contact us: