Frequently Asked Question

Can I visit Colmar Tropicale even though I will not stay for a night in the hotel?

Yes you may. We have both guests who choose to visit for a day-trip and stay for the night. The Resort requires all arriving guest to pay the entrance ticket to visit Colmar Tropicale. The rate is RM14nett per adult and RM7nett per children of ages 4 to 12. This entrance ticket includes passes to Japanese Village, Botanical Garden and Rabbit Park.

If I have a confirmed reservation in the hotel, do I have to pay for the entrance ticket?

All guest, both in-house and day-trippers are required to pay the entrance tickets upon arriving at the ticket booth. However, for in-house guests, these tickets are refundable. Number of refundable tickets depends on the room type booked.

Are the attractions within the Berjaya Hills, nearby to each other?

All attractions are located within the Berjaya Hills. You may choose to walk to each attraction. However, most of our guests will utilize the complimentary safari shuttle that deploys to all attractions within the hills at an hourly interval basis, from 0930hrs.

What are the activities available and the operational hours?

You may get all the activities information from our homepage under the RECREATION & ACTIVITIES drop down menu. Most of the activities are open from 1000hrs to 1800hrs, unless stated otherwise.

How can I see how much the hotel room costs?

Once you have entered your desired check in date, number of nights and person in the booking box located at the upper left corner of the website, the screen will prompt to you the available room type, package and rates. Kindly be informed that all rates shown are in NETT and inclusive of all prevailing taxes.

What does the room rate includes?

The room rate includes breakfast and entrance tickets to Japanese Village and Botanical Garden. Number of breakfast and ticket allocation depends on the room category reserved.

I am entering my credit card details, when will I pay?

This depends on the rate package that you have selected. For booking under Room & Breakfast, we will perform card verification on your credit card 3 days prior to your arrival date. The full payment will be charged or collected, if you choose to use a different mode of payment, upon arrival. However, if you placed your booking under Advance Purchase – Non Refundable rate, your credit card will be charged directly. Under this rate, no cancellation or amendments are permitted.

How do I know my reservation is confirmed?

You will be provided with a booking confirmation number in an email format sent to the corresponding email address you have provided.

What is my reservation number and what do I need it for?

In the event that you wish to change or cancel your reservation, you may do so online by quoting your reservation number.

What is a “non-refundable” or “free cancellation”?

Every room rate has a different policy set to it.

A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation. Free cancellation means you can change or cancel your booking free of penalty, if done within time period set. This is written in the room conditions and in your confirmation (for example “Cancel up to x days” or “Cancel before dd/mm/yy hh:mm”).

The hotel has charged my credit card, what should I do?

We do not charge your credit card unless you placed your reservation under Advance Purchase Non Refundablerate. Please check the payment conditions in your confirmation email to ensure the charge is not just part of our reservation policy. If you feel you have been charged incorrectly, please contact us directly.

Can I use a debit card to complete my reservation?

Generally we cannot accept a debit card to guarantee a booking. We require credit card for online booking as we will be performing a card verification 3 days prior the arrival date.

What is a pre-authorization?

When you make a reservation, there may be instances where we will contact your credit card company to confirm that the card you are using is valid and hasn’t been reported loss or stolen. At this time, we may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization of the full amount of your reservation. We, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.

What’s the difference between a pre-authorization and an actual charge to my credit card?

Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are only temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.

How will I know if my card has been pre-authorized?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorized, both your credit card company and the Resort can verify this.

How long will the pre-authorization hold affect my available balance?

Your card provider can better explain this, along with the general term and conditions associated with their preauthorization procedures. These terms vary across the board, so it’s best to contact them for specific details.

Will the hold always equal the exact amount of my reservation?

Yes. We will pre-authorize your card for one night’s room rate of your reservation.

Can I make a last minute reservation on your website?

Yes, it is possible. Please take extra care when entering all of your information, especially your credit card number, as we may not have enough time to contact you to amend any errors that could jeopardize your reservation.

Can I make a reservation without a credit card?

For online reservation, you are required to provide us with your credit card details to reserve your room. If you do not have a credit card, kindly write to us at [email protected] or contact us at 09-2213666 for an alternative prepayment method.

We are arriving with children, can we get extra bed in the room? Will there be extra cost?

We allow 1 extra bed to be placed only in our Suite rooms. Each extra bed cost RM94.00 nett (inclusive all taxes) and comes with 1 breakfast and entrance ticket to Japanese Village and Botanical Garden.

Do you have shuttle services to your hotel from Kuala Lumpur?

Yes. We have 3 daily departure shuttles between Berjaya Times Square and Colmar Tropicale. For the full list of schedule, click on the CONTACT US drop down menu from our homepage and select SHUTTLE SERVICE. You may also book the Shuttle Service online if you book your room in this website exclusively.

Where is the location of the hotel?

We are located at the peak of Berjaya Hills in Bukit Tinggi, Pahang. 2,700 feet above sea level and approximately 40 to 45 minutes away from Kuala Lumpur.

What’s the difference between a King/Double room and a Twin room?

A King/Double Room has one king bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. You can specify preferred bedding preference in the ‘Special Requests’ box during the booking process. This will be subject to availability.

Are the rates shown for per person or per room?

The rate shown is for the room for the entire length of the stay and the number of adults you have entered, unless otherwise stated in the room type and description.

Where can I find the hotel’s telephone number and/or email address?

Our general telephone number is 09-2213666 and our reservation email address is [email protected]


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