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Terms & Conditions

Last updated 21 July 2026

These terms apply to booking requests and stays at Cool Retreat, Berjaya Hills, Bukit Tinggi, Pahang, Malaysia. By submitting a booking request or staying with us, you agree to them.

1. Bookings are requests, not confirmations

Submitting the booking form is a request, not a confirmed booking. Your hosts personally check availability and send back final pricing, usually within 24 hours. Your stay is only confirmed once we confirm it and your deposit has been received. Until then, no dates are held for you.

2. Pricing, deposit and payment

All prices are in Malaysian Ringgit (RM). The rates shown on the site are a guide; your hosts confirm the final price for your dates before anything is due. Once your stay is confirmed, a 50% deposit secures your dates, payable by DuitNow QR or bank transfer. The balance is due on arrival.

3. Meals and inclusions

A simple breakfast is included with every stay. The Weekend Highland Escape also includes the meals listed for that package. For all other stays, home-cooked meals are available as an add-on at RM95 per person for lunch and dinner. Children between the ages of 2 and 17 are charged at a specialised rate, and infants stay free. Please tell us in your booking request how many children will be staying so we can confirm the rate.

4. Cancellations and amendments

  • Free cancellation up to 21 days before arrival.
  • Cancel between 21 and 7 days before arrival, and 50% of the stay is due.
  • Cancel less than 7 days before arrival, or do not show up, and the full amount is due.
  • Amendments are free, subject to availability.

5. Check-in and check-out

Check-in is from 3:00 PM and check-out is by 12:00 PM. For the Weekend Highland Escape, check in on Friday from 3:00 PM and check out on Sunday by 12:00 PM.

6. House rules

  • Maximum 2 adults per room.
  • No smoking anywhere on the premises.
  • No pets.
  • Quiet hours are from 10:00 PM to 7:00 AM.
  • Please keep the shared spaces and kitchens clean and leave them as you found them.
  • Your hosts live on site in a separate private room.

7. Your stay and our surroundings

Cool Retreat sits in a natural highland setting surrounded by forest. You may occasionally encounter wildlife such as monkeys, birds, or insects. Please do not feed the animals and dispose of food waste responsibly. The home is well suited to elderly guests but is not wheelchair friendly.

8. Liability

You are responsible for your own belongings and for any damage caused to the property during your stay. To the extent permitted by law, Cool Retreat is not liable for loss, injury, or damage except where caused by our negligence. Guests use the property and its facilities at their own risk.

9. Changes to these terms

We may update these terms from time to time. The version published here at the time of your booking is the one that applies to it.

10. Contact

Questions about these terms? Email us at stay@coolretreat.my.