Shipping & Refund Policy

Delivery of bookings

The Hill Kinabalu provides accommodation and related services. We do not ship physical goods for room bookings. Booking confirmations, invoices and receipts are delivered electronically using the email address or phone number supplied during booking.

Cancellations and refunds

• Each booking is subject to the cancellation terms shown and accepted 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 non-refundable.
• Approved refunds are returned to the original payment method where possible.

Please also read our General Policies, which form part of these terms.

Flight changes and travel disruptions

THE HILL GROUP SDN BHD and The Hill Kinabalu are not responsible for changes, cancellations or delays to a guest's flight or other travel arrangements. If a flight change affects a stay, the guest may request to reschedule the booking. All rescheduling requests are subject to room availability, management approval and any applicable rate difference. A flight change does not create an automatic right to a refund.