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MALAYAVILLAS

THE FINE PRINT

Booking, Payment, Cancellation, and Refund Policy

What a reservation costs, when it is confirmed, what is owed and when, what happens if plans change, and how refunds are handled.

Part 2 of the Malaya Villas Website Policies and Terms & Conditions. Version 2.0 · Effective · Last updated

2.1Rates and quotations

Rates may vary by property, stay date, day of the week, number of guests, occupancy, promotions, and selected add-ons. Unless expressly stated, displayed rates do not include optional add-ons, extra-person charges, refundable security deposits, or third-party payment fees.

A quotation is valid only until the expiry time shown in the quotation. Availability and pricing are not guaranteed until the booking is confirmed.

2.2Booking confirmation

A booking is confirmed only when:

  1. all required guest and reservation details have been submitted;
  2. the required 50% reservation fee has been successfully paid and verified;
  3. Malaya issues a written booking confirmation; and
  4. any required digital waiver or agreement has been accepted.

An inquiry, calendar hold, verbal promise, screenshot, unverified receipt, or incomplete payment does not by itself create a confirmed reservation.

2.3Payments

The standard reservation fee is 50% of the total booking amount. The first guest whose cleared payment is verified secures the available date. The remaining accommodation balance must be paid at least three (3) calendar days before check-in.

  • No check-in is allowed until the accommodation balance and all pre-arrival charges are fully paid and verified.
  • The refundable security deposit is paid separately upon check-in and is not part of the accommodation balance.
  • Bank transfer, GCash, card, payment gateway, or another method approved by Malaya may be accepted.
  • Uploaded payment receipts are subject to manual verification. A receipt upload is not proof that cleared funds were received.
  • Online payments marked successful by the authorized payment processor may be automatically verified, subject to fraud and chargeback review.
  • Guests must pay only through the account or payment link displayed on the official Platform or confirmed by an authorized Malaya representative.

If payment is late, failed, reversed, fraudulent, or charged back, Malaya may cancel the booking after sending notice, subject to applicable law and the cancellation terms disclosed at booking.

2.4Security deposit

Unless a property page states a different amount, a ₱5,000 refundable security deposit is payable in cash onsite before check-in.

The deposit may be applied to documented amounts for:

  • damage beyond ordinary wear and tear;
  • missing or broken property items;
  • excessive cleaning or waste caused by failure to observe CLAYGO rules;
  • unauthorized guests, pets, events, or commercial use;
  • penalties or direct costs caused by violation of subdivision, property, or quiet-hour rules; and
  • unpaid add-ons or approved stay-related charges.

Malaya will inspect the property and return the unused deposit upon checkout after inspection, provided there is no loss, damage, rule violation, or unpaid charge. If damage or loss requires further verification, Malaya may temporarily hold the reasonably disputed amount and will provide an itemized explanation and, where available, photos, receipts, quotations, or other records.

If documented loss exceeds the deposit, the lead guest remains responsible for the reasonable balance.

2.5Check-in, checkout, and extensions

  • Standard check-in: 2:00 PM
  • Standard checkout: 11:00 AM
  • Early check-in and late checkout are subject to availability and written approval.
  • Approved extensions are charged at ₱1,000 per hour, unless the property page or confirmation states otherwise.
  • Unauthorized late checkout may incur the applicable extension charge plus direct losses caused to the next booking.

2.6Guest count and visitors

The declared number of guests must be accurate and may not exceed the property’s sleeping or event capacity.

Unless a listing or confirmation states a different amount, additional approved guests are charged ₱800 per person. Undeclared guests or visitors may be refused entry or charged at the applicable rate. Exceeding the safe or lawful capacity may result in immediate removal or cancellation without refund for the unused stay, where proportionate and permitted by law.

2.7Cancellation by the guest

The 50% reservation fee is non-refundable. Cancellation for personal reasons, change of plans, transportation issues, illness not covered by a mandatory legal remedy, or failure of any member of the group to attend does not entitle the guest to a refund.

In case of a no-show or early departure, all accommodation payments already made are non-refundable, subject to rights and remedies that cannot legally be waived.

Cancellation is effective only when submitted through the authenticated Malaya guest portal (My Booking) or sent to hellomalaya.ph@gmail.com and acknowledged by Malaya in writing. Social-media comments, messages to personal accounts, and verbal notices are not official cancellation requests.

Promotional, flash-sale, rescheduled, and specially negotiated bookings may have additional restrictions, which must be disclosed before payment.

2.8Rebooking

Rebooking is generally not allowed. It may be approved only when an official PAGASA announcement confirms a typhoon that materially affects safe travel to or operation of the booked property.

For an eligible typhoon rebooking:

  • the guest must submit a written request and the applicable official PAGASA bulletin or warning within twenty-four (24) hours after its issuance and before the scheduled check-in time;
  • when the property remains open and reasonably capable of providing the stay but Malaya approves the guest’s safety-based rebooking request, a ₱2,000 rebooking fee applies;
  • when Malaya cannot lawfully or safely provide the booked stay, the guest may choose an approved rebooking without the ₱2,000 fee or a refund of payments for the affected accommodation, subject to applicable law;
  • the replacement date remains subject to availability and property restrictions;
  • any higher rate, extra-person charge, or add-on for the replacement date must be paid;
  • a lower replacement rate does not create a cash refund;
  • the rebooking may be used only once and may not be transferred without written approval;
  • the replacement stay must be completed within ninety (90) calendar days of the original check-in date;
  • the guest must select from available dates offered by Malaya, and blackout dates or property restrictions may apply; and
  • any unused rebooking privilege expires after the 90-day period and has no cash value, except where applicable law requires otherwise.

Malaya may grant a more favorable exception at its discretion, but one exception does not amend this Policy or create a right for another booking.

2.9Refund processing

Approved refunds will be returned, where reasonably possible, to the original payment method or verified account of the payer within seven (7) to fifteen (15) business days after written approval and receipt of complete refund details.

Bank, card, or payment-gateway posting times are outside Malaya’s direct control. Malaya will not deduct undisclosed fees. Any non-refundable processing fee must have been disclosed before payment or be otherwise permitted by law.

2.10Cancellation or material change by Malaya

If Malaya must cancel because the booked property becomes unavailable and no comparable substitute acceptable to the guest can be provided, the guest may choose:

  • a full refund of amounts paid for the affected accommodation; or
  • rebooking or transfer to an available property, subject to the guest’s agreement and any agreed rate adjustment.

Malaya is not responsible for separate travel or third-party costs unless required by law or expressly agreed in writing.

2.11Force majeure and safety events

Events outside reasonable control may include power, water, or internet interruption; earthquake, typhoon, flooding, or other natural disaster; volcanic activity or unrest involving Taal Volcano; government restrictions; and actions of a homeowners association or utility provider. These events will be handled according to their actual effect on the booking, official safety guidance, and applicable law.

If the property cannot lawfully or safely provide the stay, Malaya will offer a reasonable remedy, which may include rebooking, credit, or refund. If the property remains available but the guest independently decides not to travel, the disclosed cancellation terms generally apply, subject to mandatory law and any exception Malaya approves.

2.12Discounts, flash sales, and promo codes

Discounts and flash-sale rates:

  • apply only to eligible properties and dates displayed by the Platform;
  • remain subject to the property’s minimum rate and availability;
  • cannot be combined unless expressly allowed;
  • have no cash value;
  • may be corrected before confirmation if caused by an obvious technical or display error; and
  • may carry special cancellation or rebooking conditions disclosed before payment.

A valid confirmed booking will not be cancelled solely because Malaya later changes or disables a promotion, except in cases of fraud or an obvious error that a reasonable customer would recognize.

2.13Chargebacks and payment disputes

Before initiating a chargeback, guests are encouraged to contact Customer Support so the issue can be investigated promptly. This does not waive any lawful dispute right.

Knowingly submitting a false chargeback, forged receipt, or misleading payment claim may result in account suspension, collection of the lawful amount due, and referral to the appropriate authorities.