Policies and FAQ
The small print, in plain words
Everything here matches what the booking page charges and what we tell you on WhatsApp. If something is not covered, ask us before you book.
Check-in and check-out
- Check-in
- From 2 pm to 8 pm
- Arriving later
- Fine. Tell us your time and we send a key safe code when you are 30 minutes away.
- Check-out
- By 12 pm
- Late check-out
- Late check-out until 3 pm, RM 60. Only when nobody arrives in your unit the same day.
- Booking the same day
- Online until 5 pm. After that, message us.
Deposit and payment
- To confirm a booking you pay a deposit of 30% of the total (at least RM 50), or the full amount if you prefer.
- Online you can pay by online banking (FPX) or DuitNow QR, or Visa or Mastercard.
- The balance is paid at the front desk when you arrive, in cash, by card or with DuitNow.
- If you start a booking and do not pay, we hold the dates for 24 hours, then they open up again.
- The price on the booking page is the full price: nightly rate, cleaning fee, extras and any tax that applies to you. Nothing is added at the desk.
Cancellation and changes
- 7 days or more before check-inFull refund of what you paid
- 3 to 6 days before50% refund
- Less than 3 days, or no-showNo refund
- Cancel yourself on the manage booking page with your reference and phone number, or message us.
- Refunds go back to the account you paid from within 7 working days.
- You can move your dates online up to 3 days before check-in, in the same unit. The new dates are priced at today's rates and we show you the difference first. A higher total is paid on arrival; a lower one is settled at check-in.
- If the road up is closed by the authorities on your arrival day, message us and we move your dates at no charge.
Minimum and maximum stays
- Stays that start on a Friday or Saturday are at least 2 nights.
- Garden Villa is booked for at least 2 nights.
- School holidays and year-end weeks can have their own minimum. The calendar tells you before you pick.
- You can book up to 365 days ahead and up to 14 nights online. For a longer stay, message us.
- Stays of 5 nights or more get 10% off the nightly rate.
House rules
We keep the list short. It is there so that everyone, including the family next door, sleeps well.
- Late arrivals are fine. Tell us your time and we leave a key safe, so nobody has to wait up.
- Quiet hours are 10 pm to 7 am. The valley carries sound, so please keep voices and music low outside after dark.
- No smoking or vaping inside any unit. Use the ashtray at the edge of the car park.
- No pets, sorry. Some of our guests are allergic and the garden has resident cats.
- Barbecues and firepits only in the marked pits, and never unattended. We supply charcoal and firewood.
- The number of guests must not be more than the unit sleeps. Day visitors are welcome until 9 pm if you tell us first.
- Please turn off heaters, lights and taps when you leave the unit. Water pressure is shared across the property.
- Guests are responsible for damage beyond normal wear. Tell us straight away if something breaks, it is never a problem.
Tax
- Tourism tax: RM 10 per room per night For guests who are not Malaysian citizens or permanent residents. Choose "not Malaysian" on the booking form and it shows as its own line in your total, collected for the government.
Tourism Tax
Foreign guests pay RM10 per room per night. The operator collects it and shows it as a separate line on the bill, with the operator's tourism tax registration number, the guest's name and passport number, and the number of nights. An operator offering more than four rooms in total must register with Customs within 30 days of starting; Customs' own example is a homestay with 6 rooms, which must register unless it is in MOTAC's Pengalaman Homestay Malaysia programme. If a guest booked through an online platform that already collected the tax, the operator does not charge it again when shown proof of payment.
Who does not pay or collect it
- Malaysian citizens
- Permanent residents of Malaysia
- Operators with four accommodation rooms or fewer (no need to collect or register)
- Homestays in MOTAC's Pengalaman Homestay Malaysia programme, and Kampungstay under Visit My Kampung
RM10 per room per night under the Tourism Tax (Rate of Tax) Order 2025, P.U.(A) 423, in force 15 December 2025, which sets the same RM10 for stays booked through digital platforms. Exemptions: Tourism Tax (Exemption) Order 2017, P.U.(A) 240, in force 23 August 2017. Rule checked 30 Sep 2026.
Sources: Attorney General's Chambers: Tourism Tax (Rate of Tax) Order 2025, P.U.(A) 423 (opens in a new tab), Attorney General's Chambers: Tourism Tax (Exemption) Order 2017, P.U.(A) 240 (opens in a new tab), Royal Malaysian Customs Department: Panduan Am Cukai Pelancongan ke atas Pengendali Premis Penginapan (6 Dec 2024) (opens in a new tab), Royal Malaysian Customs Department: Public Ruling No. 1/2025: operator and DPSP liability for tourism tax (opens in a new tab)
With six units, we are above the four-room line, so we register for tourism tax and collect it from guests who are not Malaysian. If you booked through an online platform that already charged it, show us the receipt and we do not charge it again.
Children and extra beds
- Children of every age are welcome. On the booking form, children are 12 and under, adults 13 and over.
- Every guest, children included, counts toward the number a unit sleeps.
- A baby cot is free on request in the Family Chalet and Garden Villa. The Family Chalet also has a highchair.
- A folding bed is RM 40 a night, in the Studio Suite, Garden Room, Family Chalet and Garden Villa. Add it when you book.
- The Loft has steep stairs to the sleeping platform, so it is not suitable for toddlers.
- The Garden Room is step-free and a few steps from the car, which suits grandparents and prams.
Pets
We do not take pets, including small dogs and cats in carriers. The garden has resident cats, and several guests each month tell us about allergies. Assistance dogs are the exception: tell us when you book.
Parking
- The A-frame: free parking beside the cabin.
- Studio Suite: free parking.
- Garden Room: free parking a few steps away.
- The Loft: free parking.
- Family Chalet: free parking for two cars.
- Garden Villa: free parking for three cars.
- All parking is on our own ground and free for the length of your stay.
What is provided
In every unit: hot water shower, extra duvets and blankets, ceiling fan, free wi-fi, smart tv, plus towels, soap and a kettle with tea and coffee.
| Unit | Sleeps | Kitchen | Outdoors | Access | Folding bed |
|---|---|---|---|---|---|
| The A-frame | 2 | Kitchenette with two-ring hob | Private deck with two chairs | Steps up to the deck, stairs to the loft | No room for one |
| Studio Suite | 2 | Kitchenette with induction hob | Shared veranda with the main house | First floor, one flight of stairs | Yes |
| Garden Room | 3 | Kettle, mini fridge | Private terrace with a table | Ground floor, step-free | Yes |
| The Loft | 4 | Kitchenette with induction hob | Private porch | Steep wooden stairs to the platform | No room for one |
| Family Chalet | 5 | Full kitchen with a gas hob | Covered porch with chairs | Ground floor, one step at the door | Yes |
| Garden Villa | 8 | Full kitchen with a gas hob and oven | Private garden | Ground floor living areas, bedrooms on the same level | Yes |
Each unit page lists everything in it, room by room.
Questions
What time can we check in and out?
Check-in is from 2 pm to 8 pm, and check-out is by 12 pm. Arriving later is fine: we send you a key safe code when you are 30 minutes away.
How much do we pay to book?
A deposit of 30% of the total confirms the booking, or you can pay in full. The balance is paid when you arrive, in cash, by card or with DuitNow.
Can we cancel or change our dates?
Cancel 7 days or more before check-in for a full refund of what you paid, 3 to 6 days before for 50%, and after that there is no refund. You can move your dates online up to 3 days before check-in.
Is breakfast included?
No, the rate is for the room. Breakfast can be added when you book, at RM 18 per person per night: nasi lemak or toast and eggs, fruit, tea and coffee.
Can we barbecue?
Yes, in the marked pits only. The BBQ set for four (RM 95) comes with charcoal, the grill and marinated food, and we light the fire for you.
Do you allow pets?
No, sorry. The garden has resident cats and some of our guests are allergic.
Is there parking?
Yes, free, beside or a few steps from every unit. The Family Chalet has space for two cars and the Garden Villa for three.
Can we get there by bus?
Yes. Buses from Kuala Lumpur stop in Tanah Rata, and we can pick you up there for RM 25 for the stay (both ways). See our getting there guide for the routes.
Is the Wi-Fi good enough to work?
Every unit has free Wi-Fi. The Studio Suite has a desk and the connection there is fine for video calls.
Do non-Malaysian guests pay extra tax?
Yes. The government tourism tax of RM 10 per room per night is added for guests who are not Malaysian, as its own line on the bill.
Anything else? Message Rohani, she answers most WhatsApps within the hour.