FAQ
Welcome to UCSI Hotel’s Frequently Asked Questions (FAQ). Here we have compiled our answers to some of the questions that you may have about our Hotel in Kuching. This FAQ is a reflection of our Hotel Policies and Questions related to our Services and Rooms. We value your feedback and welcome any inquiries you may have that are not covered in the FAQ.
GENERAL
WHAT IS THE CHECK-IN TIME?
Our check-in time is at 3pm (not guaranteed in the event of high occupancy). Should you need earlier accommodation, we are happy to assist. However, it is subject to the availability of the rooms. Upon arrival at the premises, guests are required to present a valid form of identification stating the name, address, nationality, identity card number, place and date of issue to ascertain the identity to be saved in the registry. UCSI Hotel will make every effort to honour any special requests (specific floor or room number, extra mattresses, crib etc.) subject to the availability upon your arrival. UCSI Hotel reserves the rights to refuse service to any guests who do not follow or comply with our hotel policies.
WHAT IS THE CHECK-OUT TIME?
Our check-out time is at 12pm. Request for a late check-out can be directed to the front office on the morning of your departure and may be subject to availability and/or an additional charge.
DO YOU ALLOW SMOKING ON PROPERTY?
UCSI Hotel is a smoke-free hotel. If a guest is caught smoking in any areas within the Hotel, the management will levy a “Smoke Elimination Fee” of RM200 that will be posted to the guest’s account upon check-out. Kindly note that in line with the Malaysian Governments proposal to pass an act in December 2016 that may effectively make all Hotel premises as “Smoke-Free”, we may revise this policy from time to time.
DO YOU CHARGE FOR WI-FI INTERNET ACCESS?
We offer complimentary Wi-Fi Internet access in all guest rooms and public spaces. For in-house hotel guests, we allow up to two concurrent devices connected per room. For dining guests, Wi-Fi Internet access is available but is chargeable. As this is a complimentary facility, you may experience some speed limitations when browsing even though we have taken great effort to balance the load connected. For in-house hotel guests, should you require additional concurrent devices or dedicated bandwidth, please contact our associates at the reception.
DO YOU HAVE A FITNESS CENTRE? WHAT KIND OF EQUIPMENTS DOES IT HAVE? WHAT ARE THE HOURS?
We have a 24-hour self-service workout facility or small gymnasium featuring free weight, treadmill and stationary bikes located at Level 4. Please refer to our Facilities page.
DO YOU OFFER LAUNDRY SERVICES?
Yes, we do. Our Guest Laundry Service is chargeable. The cost of the laundry would also depend on how fast your laundry will be ready for collection.
DO YOU OFFER ROOM SERVICE? WHAT ARE THE HOURS?
Yes we do. Our Room Service operates for 24 hours.
DO YOU HAVE A BUSINESS CENTRE?
Yes, we do. Our dedicated business centre includes an internet station at Level 2. Our associates are happy to assist you should you have any special request for faxing, printing, etc. Please note that our internet station is also provided on an “as is” basis.
ARE THERE CARPARKS AVAILABLE AT UCSI HOTEL?
Yes, we do provides carparks within the Hotel’s premise. This is a covered carpark, which is provided on a complimentary basis for our in-house room guests. The carparks are based on a first come, first serve basis. Please be informed that the vehicles are parked at the owners’ own risk.
CAN I PARK OUTSIDE OF THE HOTEL?
The carparks outside of the hotel premise are under the jurisdiction of local council. Vehicles parked in front of UCSI Hotel are at the owners’ own risk and the hotel will not be liable for any damage or loss.
DO YOU HAVE A SWIMMING POOL?
Yes, we do have a swimming pool in UCSI Hotel. Please refer to our Facilities page.
ROOMS & RESERVATIONS
HOW DO I VIEW OR AMEND MY RESERVATION?
If you had booked directly from our website or over the phone, please contact us +6 08 259 6610 or +6 08 259 6612 to modify or cancel your reservation. As an alternative, drop us an email via our Contact page. For reservations made via Agoda.com, Booking.com, Expedia.com, Hotels.com, etc., kindly contact the respective customer service centres from the channel that you booked from.
I BOOKED MY ROOM ON A WEBSITE OTHER THAN THE HOTEL WEBSITE AND I NEED TO CHANGE MY RESERVATION DETAILS. HOW DO I DO THIS?
Kindly contact the customer representative of the channel through which you made your reservation.
HOW BIG ARE YOUR ROOMS?
At UCSI Hotel, we try to be as upfront as possible and we take the time to ensure all our guests are comfortable. The sizes, based on room category, are as follows;
- Standard Superior: 31.80 m2 (2 single beds) / 38.60 m2 (1 king bed)
- Deluxe: 55.40 m2 & 41.60 m2
- Junior Suite: 63.65 m2
- Executive Suite: 100.90 m2
All sizes provided are approximate.
CAN I ADD AN EXTRA BED IN THE ROOMS?
We allow all of our room types to have the option of adding an extra bed. For more details, please contact us at +6 08 259 6610 or +6 08 259 6612 or drop us an email via our Contact page.
WHAT IS THE MINIMUM AGE REQUIREMENT TO CHECK IN TO THE ROOM?
You must be 18 years of age with a valid ID to check in to the hotel.
WHAT IS YOUR CANCELLATION/DEPOSIT POLICY?
We require a credit card at the time of booking. You must cancel outside of 72 hours prior to arrival to avoid a one night’s room and tax to your card. If you do not provide your credit card details, this is considered a NON-GUARANTEED reservation and we reserve the right to release your room reservation by 6pm on the day of arrival. Please note that for special rates, packages and certain peak seasons, this policy is subject to change.The following cancellation charges will be applicable upon your confirmation;
- 50% of total estimated charges if cancelled 30 days prior to the actual date of arrival
- 75% of total estimated charges if cancelled 15-29 days prior to the actual date of arrival
- 100% of total estimated charges if cancelled 14 days prior to the actual date of arrival
IS MY ID/PASSPORT REQUIRED DURING CHECK-IN?
Yes, presentation of a valid government-issued identification is required at the time of check in.
WHAT AGE DO KIDS STAY FOR FREE?
Children below the age of 12 and under stay for free in existing bedding when accompanied by an adult. The maximum number of children allowed in all rooms when using existing bedding is 1 only.
WHAT IS THE MAXIMUM NUMBER OF OCCUPANTS PER ROOM?
The maximum number of occupants per room category are as stated below;
- Standard Superior: 2 Adults.
- Deluxe: 2 Adults.
- Junior Suite: 2 Adults.
- Executive Suite: 4 Adults.
With the addition of an extra bed, the maximum number of adults shall take into an account an additional of 1 Adult. We allow 1 Child Only below the age of 12 and under to stay for free using existing bedding as a combination/addition to the maximum number of occupants per room. The hotel reserves the right to refuse service to any guests who do not follow or comply with hotel policies.
ARE BABY COTS/CRIBS ALLOWED IN YOUR ROOMS? WHAT ARE THE CHARGERS LIKE?
Baby cots/cribs are provided free of charge and subject to room availability. Kindly make a request during your reservation.
DO YOU HAVE INTERCONNECTING ROOMS?
Yes, we do have interconnecting rooms. For more details, please refer to our Rooms page.
DO YOU HAVE HANDICAP FRIENDLY ROOMS?
Yes, we do have handicap friendly rooms. For more details, please refer to our Rooms page.
DO YOU HAVE AN EARLY DEPARTURE FEE?
DIRECTION & TRANSPORTATION
HOW DO I GET TO THE HOTEL?
Please see our Maps page. If you have any difficulties, please call us directly at +6 08 259 6610 or +6 08 259 6612.
WHAT IS YOUR GPS COORDINATES?
Our GPS Coordinates are 1°33’53.5″N 110°24’19.2″E or 1.564861, 110.405326. Please note that the coordinates used on Google Maps and Waze may differ from the ones above.
DO YOU OFFER FREE SHUTTLE SERVICE FROM THE AIRPORT?
We currently offer a complimentary shuttle service. For further inquiries, please contact us at +6 08 259 6610 or +6 08 259 6612 or drop us an email via our Contact page.
DINING
WHAT ARE THE BUSINESS HOURS OF THE HOTEL’S RESTAURANTS?
Please refer to our Dining page for further details.
ACCOUNTING
WHOM DO I CONTACT ON QUERIES CONCERNING MY BILL?
Should you have any queries concerning your bill, please contact us at +6 08 259 6610 or +6 08 259 6612 or drop us an email via our Contact page.
WHAT FORMS OF PAYMENT ARE ACCEPTED TO PAY FOR MY ROOM?
For Credit Cards, we currently accept VISA and MASTERCARD. When you check in to UCSI Hotel, we will take a room deposit via cash or an authorisation from your credit card to cover any incidental charges such as Room Service. For deposits paid by cash, we will refund this amount at checkout, depending on the mode of payment. For deposits via the authorisation of your credit card, the amount is only blocked on your credit card. In the event of no additional charges, the merchant bank will release this authorisation from your account within 5 working days after checkout. We do not accept personal cheques.