Resort Policies

Welcome to JSK Mantanani Island Resorts, where your safety and well-being are our utmost concern. To ensure a secure and hassle-free experience during your stay, we have implemented a travel insurance policy. This policy outlines the mandatory requirements and procedures related to travel insurance, as well as providing a clear understanding of our insurance coverage.

By proceeding with your booking at Mantanani Island Resort, you acknowledge that you have read, comprehended, and agreed to comply with the Travel Insurance Policy and Disclaimer presented in this document. Your cooperation in ensuring the safety and security of your stay on our beautiful island is greatly appreciated.

For any inquiries or clarifications, please do not hesitate to contact our customer support team (Shirny Lee [email protected],)

2.1. The Policies and Procedures set out the rules of our services, accountabilities, and the terms of staying in JSK Mantanani Island Resorts. These are an integral part of the agreement which becomes effective at:

• (a) The time of booking;
• (b) At the time of down-payment; or,
• (c) Payment in full for the Guest’s stay in JSK Mantanani Island Resorts. By effecting the above, the Guest acknowledges that he/she has read and accepted the Policies and Procedures.

2.2. Our Policies manual is available for review at the Front Desk. 

3.1. Check-in time: 02:00 P.M.; check-out time 10:00 A.M.

3.2. Guests checking into JSK Mantanani Island Resorts must be at least 18 years of age. Those under the age of 18 are permitted to check in if they are accompanied by an adult.

3.3 A valid Passport or ID is required during check-in.

3.4. Guest rooms should not be transferred to a third party under any circumstances. 

4.1. CANCELLATION, RESCHEDULING, SHORTEN STAY BY GUEST / CUSTOMER

• 4.1.1. Guaranteed Reservations (by Credit Card / Bank Transfer / Cash Deposit): Once a reservation has been confirmed, any cancellations must be communicated to us via email or fax. The following penalties shall be imposed for a cancellation / shorten stay / date modification:
• (a) Request for cancellation:
• • If JSK Mantanani Island Resorts is notified within 7 days or less prior to arrival, or in the case of a No Show; No refund will be given, the guest is responsible for all nights reserved.
• • If JSK Mantanani Island Resorts is notified between 8 to 14 days prior to arrival; Guest will be allowed to reschedule but no refund will be given, the guest is responsible for all nights reserved.
• • If JSK Mantanani Island Resorts is notified between 15 to 29 days prior to arrival; Guest will be allowed to reschedule or obtain 50% refund of the booking.
• • If JSK Mantanani Island Resorts is notified 30 days or more prior to arrival; Guest will be allowed to reschedule or obtain a full refund of the booking.
• (b) Request for shorten stays:
• • If JSK Mantanani Island Resorts is notified within 7 days or less prior to arrival; No refund will be given, the guest is responsible for all nights reserved.
• • If JSK Mantanani Island Resorts is notified between 8 to 14 days prior to arrival; Guest will be allowed to reschedule but no refund will be given, regardless of the number of days length of stay was shortened.
• • If JSK Mantanani Island Resorts is notified between 15 to 29 days prior to arrival; Guest will be allowed to reschedule or obtain 50% refund of the number of days was shortened.
• • If JSK Mantanani Island Resorts is notified 30 days or more prior to arrival; Guest will be allowed to reschedule or obtain a full refund of the number of days was shortened.
• Note: Please note that any rescheduling / date modification to existing bookings will be subject to room availability, confirmation shall be subject to approval by JSK Mantanani Island Resorts and the change in rate shall be applied from the date of notification of rescheduling for the date changes.
• 4.1.2. For reservations made via a third-party website, cancellations must be made directly with the said third party:
• Note: When processing a refund, a fee of 2% may be charged to the guest by the Payment Gateway and the exact amount may vary based on the payment service provider.
• 4.1.3. JSK Mantanani Island Resorts is not authorized to cancel or issue refunds for any third-party reservations.
• 4.1.4. Non-guaranteed reservations: Reservations made without any payment are not guaranteed by JSK Mantanani Island Resorts.
• 4.1.5. Booking Cancellations and Postponement of Reservation Date Due to COVID-19: Due to the pandemic, guests are now allowed to postpone their reservation to a later date without incurring any additional charges or guest will be allowed to reschedule (subject to availability, applicable rates and conditions). Strictly no refunds will be issued for cancellations.

4.2 CANCELLATION BY COMPANY

• 4.2.1. For safety or commercial reasons, in the event of inclement weather which results in the cancellation of the last boat to JSK Mantanani Island Resorts; Guests may be allowed to reschedule or obtain a full refund of the booking, at the sole discretion of JSK Mantanani Island Resorts.
• 4.2.2. Save as set out above, JSK Mantanani Island Resorts will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control.

4.3 REFUND PAYMENT

• 4.3.1. Any eligible refund request will be processed within a minimum of thirty (30) days from the date of cancellation. The refund process may take longer during peak seasons, due to the increase in transaction volume. 

5.1. The hotel room is a smoke-free area. Violation of this rule will result in an RM300 penalty fee to cover cleaning works and other inconveniences caused.

5.2. Guests will be fully liable for any damage done to the resort’s furnishings and technical equipment. JSK Mantanani Island Resorts reserves the right to charge the Guest’s credit/debit cards accordingly for any damages after his/her departure.

5.3. In the event of non-compliance to the Policies and Procedures, JSK Mantanani Island Resorts may refuse to extend services to the Guest in question. The Guest will be required to settle the bill for services to date and to pay for damages if any. 

6.1. JSK Mantanani Island Resorts will provide Guests with:

• 6.1.1. Comfortable environment and accommodation.
• 6.1.2. Security.
• 6.1.3. Housekeeping services.

6.2. For any complaints and comments regarding the quality of our service, the Guest may contact our Reception or Resort Manager.

6.3. Due to fire hazards, the use of any immersion heaters, kettles, and other similar devices which are not part of the hotel furnishings are strictly prohibited.