Mule Malu policies.

Terms and Conditions, Cancellation policies, Children and extra bed policies, Check-in, Check-out and Late check out terms, Groups and retreats policies and General conditions.

Terms and Conditions.

  • We have a two days min stay required for all bookings. Please contact us if you wish to stay one night only.

  • Breakfast is not included in any of our rates unless otherwise stated in your reservation.

  • Standard rates are subject to standard cancellation policies.

  • Non-refundable rates are non-refundable under any circumstances.

  • All prices are using the Singapore dollar in the hotel's chosen transaction currency. The converted price is based on the exchange rate at the time you make your booking. All price other than SGD is only a guide as it may fluctuate depending on exchange rates. Currency conversions by banks or credit card companies in processing payments are not within the control of the hotel and are subject to exchange rate fluctuation.

  • Every refund process will be completed between 05 – 12 business days and it’ll be subject to 4.8% administration fee. Please note that for room refunds, there is a fixed rate of 100SGD per night.

  • All special requests (such as early check-in, late check-out, specific room assignment, and else) are subject to availability, can not be granted in advance, additional charges may apply and must be confirmed by email.

  • Mule Malu is non-smoking property, however we have a smoking area in the garden. All rooms are strictly no-smoking

  • We reserves the right to cancel or modify reservations where it appears that a customer has engaged in fraud or inappropriate activity or under circumstances where it appears that reservation contain or resulted from a mistake or error or if evidence of group booking is found without prior communication or due to COVID-19 outbreaks (Force Majeure).

Standard cancellation policy for online booking at mulemalu.com

  • 100% of the total reservation amount is required seven days prior to check-in

  • If we are unable to process the payment seven days prior to check in, your reservation will be subject to cancellation.

  • Reservations may be canceled free of charge up to seven days prior to check-in

  • Reservations can be modified free of charge seven days prior to the intended check-in date.

  • Cancellations made within seven days of arrival or early departure are subject to a 100% cancellation penalty.

  • No refund will be given for No-shows.

Standard cancellation policy for bookings by email

  • 100% of total reservation amount is required as prepayment deposit to confirm the booking.

  • Reservations may be canceled up to seven days prior to check-in but refunds will ll be subject to 4.8% administration fee

  • Reservations can be modified free of charge seven days prior to the intended check-in date.

  • Cancellations made within seven days of arrival or early departure are subject to a 100% cancellation penalty.

  • No refund will be given for No-shows.

Special offers cancellation policy.

  • Special offers and special rates are non refundable unless otherwise stated in the booking confirmation.

  • Offline rates and discounted rates are considered "Special Offers".

Children and Extra-bed.

  • We can not arrange extra-beds in any of our rooms.

  • The Twin Double sleeps max 2 adults.

  • Queen Double rooms sleep max 2 adults + 1 baby below 3 years old. Free baby cot available upon availability.

  • The King Double sleeps max 2 adults + 1 child below 12 years old.
    If the child is a baby below 3 years old we can add a free baby cot.
    If the child is a kid between 3 and 12 years old can sleep in day/sofa bed and
    price starts from 200.000IDR/20SGD night NETT.

Check-in, Check-out and Late check out.

  • Check-in time is from 02:00pm

  • Check-out time if at 11:30am

  • A late check-out after 11:30am or anytime between 11:30am – 05:00pm should be requested the day of the departure and will be charged up to 50% of the room rate.

  • Check-out after 05:00pm will be charged at a full night rate and can be booked in advance

  • Late check-out is subject to availability and will be confirmed by email the day before check-out after 05:00pm

  • Late check-out is subject to availability and will be confirmed the day of departure at Front Desk

Groups and retreats policies.

  • If you have a group please contact us directly for booking.

  • If you need more than 6 rooms please note that your might be asked to book the whole property.

  • All payments for groups will be made on one invoice, and the organizer will be responsible for all damages and/or expenses incurred by the group.
    We might ask a deposit before check in.

  • Payment terms for property buyout:

    • A 30% non refundable deposit will be collected at the time of the booking to confirm your reservation. Deposit is non refundable under any circumstance.

    • Balance 70% is due 8 weeks before check-in.

    • Balance payment is full refundable if you cancel your booking more than 6 weeks before check in. If less than 6 weeks but more than 4 weeks, we will keep the deposit plus an additional 35% (50% of the balance payment in a total of the 65% of the total amount). If less than 4 weeks before the event, we have a cancellation fee equal to 100% of the original invoice.

    • Refunds will ll be subject to 4.8% administration fee

  • We may cancel your booking if evidence of group booking is found without prior communication. Cancellation and refund policy applies.

Damage Policies.

  • Damage and/or theft of Hotel property:
    You are liable for any damage howsoever caused (whether by deliberate, negligent, or reckless act) to the room(s), hotel’s premises or property caused by you or any person in your party, whether or not staying at the hotel during your stay. Mule Malu Tropical Stay reserves the right to retain your credit card and/or debit card details, or forfeit your security deposit (may be required) of SGD 500 and up to 1500SGD for groups as presented at registration and charge or debit the credit/debit card such amounts as it shall, at its sole discretion, deem necessary to compensate or make good the cost or expenses incurred or suffered by Mule Malu Tropical Stay as a result of the aforesaid. Should this damage come to light after the guest has departed, we reserve the right, and you hereby authorize us, to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

  • Damage to room:
    Damage to rooms, fixtures, furnishing and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged at 150% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or wilful, is the responsibility of the registered guest for each particular room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

  • Damage to mattresses and bedding:
    Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge at 150% of full and new replacement value plus any shipping and handling charges, for the special cleaning, repair or replacement of the damaged article.

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