Mule Malu policies.

• We require a minimum stay of two nights for all bookings, unless the reservation is made within 14 days of arrival.

• Maximum stay is 15 nights. For longer stays, please contact us directly

• Standard rates are subject to standard cancellation policies.

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

• All prices are quoted in Singapore dollars, which is the hotel's designated currency for transactions. Converted prices displayed in other currencies are based on the exchange rate at the time of booking and are intended as a guide only, as they may fluctuate. Please note that currency conversions processed by banks, credit card companies, or online travel agencies (OTAs) are outside the hotel's control and may vary based on exchange rate changes.

• 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.

• Refunds are subject to a 6% administrative fee. This fee covers the costs associated with processing the refund and administrative handling. The total refund amount will be calculated by deducting 6% from the original booking value.

• 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 Force Majeure.

• 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.

• We strongly recommend purchasing travel insurance to safeguard your travel plans

• Full payment is required at the time of booking for all non-refundable rates.Once booked, non-refundable reservations cannot be canceled or modified.

• In the event of a cancellation, guests will forfeit the total amount paid.

• No refunds will be issued for cancellations, no-shows, or early departures.

• This policy applies regardless of the reason for cancellation, including emergencies, travel disruptions, or personal circumstances.

• Any changes to the reservation, including changes to guest names or dates, are not permitted under this policy.

• By confirming a non-refundable reservation, guests acknowledge and accept these terms and conditions.

• We strongly recommend purchasing travel insurance to safeguard your travel plans

To protect your travel plans, we highly recommend purchasing travel insurance. This coverage can provide protection for medical emergencies, flight delays or interruptions, and last-minute cancellations due to unforeseen events, ensuring peace of mind during your stay. For reliable coverage, consider exploring reputable travel insurance companies such as Allianz, World Nomads, and AXA, among others, to find an option that fits your needs.

Please be aware that with non-refundable rates, or once your reservation becomes non-refundable, we are unable to offer any refunds, credits, vouchers, or similar compensations. Thank you for your understanding!

• 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 your child is a baby under 3 years old, we can provide a complimentary baby cot. For children aged 3 to 12 years, they can sleep on a day bed or sofa bed. Please contact us for details on any additional charges.

• Check-in time is from 02:00pm

• Early check in: our standard check in time is from 2pm but you're welcome to come in anytime in the morning, enjoy our salty pool and cafe & restaurant or drop your luggage and explore the area while we make your room ready. In the meantime, we'll try our best to prepare your room before 2pm!

  Early check-in in the room might be available but please Call/WhatsApp our reservation desk at +62 0821 4420 7937 the day before your arrival for confirmation. Thank you!

• 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

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

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

• We require a min of 3 nights booking for all groups.

• 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 groups and/or 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 6% administration fee

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

• 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.

Mule Malu is primarily a hotel designed for short-term stays. We typically do not accept bookings for periods longer than three weeks. If you are interested in an extended stay beyond this duration, please contact us directly. Such bookings may be subject to a special cancellation policy and different terms, which will be discussed and agreed upon at the time of reservation.

Your rivacy matters to us, and we want to be transparent about how your personal information is handled when you interact with Mule Malu.

• What information is collected When you make a booking, your personal details — including your name, email address, phone number, nationality, and reservation information — are collected and processed by our booking platform, Cloudbeds. This information is necessary to confirm and manage your stay with us. You can read Cloudbeds' full privacy policy at cloudbeds.com.

• How your information is used Your details are used solely to manage your reservation, communicate with you before, during and after your stay, process payments securely through Stripe, and ensure we can provide you with the best possible experience at Mule Malu.

• Third parties we work with We work with a small number of trusted service providers to operate our business — including Cloudbeds for reservation management, Stripe for secure payment processing, and Google for advertising purposes. These partners are bound by their own privacy policies and data protection commitments. We do not sell your personal data to anyone, ever.

• Advertising Where permitted by applicable law, we may use your contact information to show you relevant advertising through platforms such as Google Ads. You can opt out of this at any time by contacting us directly.

  Your rights under GDPR If you are based in the European Economic Area, you have the right to access, correct, delete, or object to how your personal data is used, and to withdraw consent at any time. Email us at reservation@mulemalu.comand we will respond promptly.

• Data security All payment data is processed by Stripe and is never stored directly by Mule Malu.

• Questions? Email us at reservation@mulemalu.com — we're always happy to help.