Terms & Conditions

"The House" / "We" / "Us": Teratai Haven, a guest accommodation operating at 12, Lebuh Pantai, 10300 George Town, Pulau Pinang, Malaysia.

"Guest" / "You": Any person who makes an enquiry, confirms a reservation, or stays at Teratai Haven.

"Reservation": A confirmed booking for one of the three rooms at Teratai Haven, agreed upon by the house and the guest in writing.

"Stay": The period during which a guest occupies a room under a confirmed reservation.

"Rate": The applicable nightly, weekly, or fortnightly charge for the room as stated at the time of confirmation.

By confirming a reservation at Teratai Haven — whether by written agreement, payment of a deposit, or occupying the room — you agree to these terms and conditions in full.

Reservations are available to guests aged 18 or over. Guests under 18 may stay only if accompanied by an adult who has made the reservation and accepted these terms on their behalf.

Teratai Haven offers three rooms — the Front Court Suite, the Air Well Room, and the Rear Court Room — in a restored heritage shophouse at 12, Lebuh Pantai, George Town. The inclusions for each room (meals, laundry, and other services) are as described on the website and confirmed in writing at the time of reservation.

The house operates within the UNESCO World Heritage core zone of George Town. Guests are expected to be mindful of the building's heritage character and of the residential nature of the surrounding area, particularly with regard to noise.

Guests are responsible for the room and its contents during their stay. Damage to the room, its furnishings, or the shared areas of the house caused by a guest will be assessed and billed to the guest at cost of repair or replacement.

The following are not permitted on the premises: smoking indoors, the consumption of illegal substances, loud music or amplified sound audible from adjacent rooms or the street after 10:00 pm, and the presence of non-registered guests overnight without prior agreement with the household.

Guests are asked to treat the household and other guests with consideration. The house is a shared domestic environment, not a hotel, and it functions on mutual respect.

All rates are quoted and charged in Malaysian Ringgit (MYR). A deposit of 30% of the total stay rate is required to confirm a reservation. The balance is settled on arrival in cash or by bank transfer. Teratai Haven does not accept credit cards.

Cancellation: Cancellations made fourteen or more days before the arrival date will receive a full refund of the deposit. Cancellations made between seven and thirteen days before arrival will receive a 50% refund of the deposit. Cancellations made within seven days of arrival are not eligible for a deposit refund, except in cases of documented medical emergency.

The house reserves the right to cancel a reservation in the event of circumstances beyond its control — building issues, household emergency, or similar. In such cases, the full deposit will be refunded.

Check-in and check-out: Standard check-in is from 2:00 pm. Check-out is by 11:00 am. Early check-in or late check-out may be arranged if the room is not occupied immediately before or after your stay; please enquire in advance.

Meals: Breakfast is served in the air well from 8:00 am until 10:00 am. Guests who cannot attend at that time should inform the household the previous evening. Weekday evening meals in the Rear Court Room are served at 7:00 pm. Special dietary requirements must be communicated at the time of reservation and will be accommodated where possible.

Laundry (Rear Court Room): Weekly laundry is collected on Monday mornings and returned by Wednesday. Items requiring special handling should be identified by the guest. Teratai Haven is not liable for damage to clothing caused by undisclosed special requirements.

Library: Books may be borrowed and read during the stay. They must be returned before departure. Guests who wish to take a book with them should discuss this with the household.

The house is an old building. It has been restored with care, but it retains the character of a nineteenth-century shophouse — including uneven floors, narrow staircases, and variations in room temperature. These are features, not defects, but guests should be aware of them before booking.

Teratai Haven does not operate a 24-hour service. The household is available during house hours (Monday to Saturday, 9:00 am to 6:00 pm; Sunday, 10:00 am to 2:00 pm). An emergency contact number is provided to all guests on arrival.

These terms are governed by the laws of Malaysia, including the Contracts Act 1950 and the Tourism Industry Act 1992 (where applicable).

In the event of a dispute, we ask that guests first contact us directly at [email protected] to attempt an informal resolution. If this is not successful, disputes may be referred to the Penang State Consumer Tribunal or a court of competent jurisdiction in Pulau Pinang, Malaysia.

These terms, together with the written reservation confirmation, constitute the entire agreement between the guest and Teratai Haven regarding a stay.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full effect. Failure to enforce any provision does not constitute a waiver of the right to enforce it in the future.