Question 1

Reservations

Accepted Answer

1. To make room reservations, enquiries, amendments, or cancellations, please contact us at rsvn@fifthavenuehotelpenang.com.(rsvn@fifthavenuehotelpenang.com)
2. Your credit card details are required to secure your booking confirmation. Your card will not be charged at the time of booking; however, the hotel will pre-authorise your card to verify its validity in accordance with the cancellation policy. If, upon verification at the hotel’s front office, your credit card is found to be invalid, expired, or otherwise unable to be pre-authorised, we will contact you by email at rsvn@fifthavenuehotelpenang.com (rsvn@fifthavenuehotelpenang.com)or by phone to request an alternative card. Failure to provide a valid credit card within the required time frame will result in the automatic cancellation of your booking.
3. Once your booking is confirmed, a confirmation voucher will be sent to you. Please present the booking ID and a valid form of identification (NRIC or passport) upon check-in at the hotel. The individual named in the booking must be the actual guest staying. Otherwise, Fifth Avenue Hotel Penang reserves the right to cancel or reject the room, or require the named person to be present at check-in.
4. Your room will be held until 1800 hours on the day of your scheduled check-in. After this time, the booking will be considered cancelled unless the hotel is informed in writing by email at rsvn@fifthavenuehotelpenang.com.(rsvn@fifthavenuehotelpenang.com)
5. In the event of multiple bookings, if a guest fails to check in on the date of booking, the hotel reserves the right, at its sole discretion, to accommodate a new guest in place of the original booking without further notice. The original booking will be treated as cancelled.
6. During check-in, you must provide a credit card for verification or pay a deposit for your stay. This deposit will be refunded upon check-out, minus any charges for damage or loss incurred during your stay at Fifth Avenue Hotel Penang.
7. If the selected room type is unavailable at the time of booking, an alternative option will be provided based on availability. It is your responsibility to ensure that all booking details, including dates, room type, rate, and number of guests, are correct. Fifth Avenue Hotel Penang will not be held liable for any inaccuracies in the booking.
8. Guests are not permitted to bring the following items into Fifth Avenue Hotel Penang:
   1. Pets or livestock
   2. Non-prescribed drugs, flammable liquids, biohazards, or heavy machinery
   3. Electronic or electrical appliances that may interfere with the hotel’s systems
   4. Pillows, bed sheets, or duvets from outside
   5. Kitchen utensils intended for cooking
   6. Any other items that may disrupt hotel operations or disturb the stay of other guests

Question 2

Amendment & Cancellation

Accepted Answer

1. For amendments or cancellations, please contact rsvn@fifthavenuehotelpenang.com.(rsvn@fifthavenuehotelpenang.com)
2. Any changes to arrival dates or the number of rooms must be made at least fourteen days before the scheduled check-in date. For group bookings of five rooms or more, notice of amendments must be given at least thirty days in advance via email. Requests for changes made within fourteen or thirty days of the check-in date may be declined, and any approved amendments are subject to the current rates and additional charges.
3. Free Cancellation Policy: If your booking qualifies for our Free Cancellation Policy, you must notify us in writing via email to rsvn@fifthavenuehotelpenang.com (rsvn@fifthavenuehotelpenang.com)at least seven days before the scheduled check-in date. Failure to do so will result in a cancellation fee equivalent to the first night's rate.
4. Any changes to the check-in date, room category, or length of stay will require the cancellation of the original booking and a new booking with the hotel.

Definitions:
 • Free Cancellation: No charges imposed up to 7 days prior to the scheduled check-in date. Guests are allowed to cancel or amend according to the policies stated above.
 • Non-Refundable: The total room charges are charged on the day of booking and are non-refundable, with no amendments permitted.
 • No Show: Failure to present at the resort without notifying reservations on the check-in date will result in the booking being deemed a "No Show," and total room charges will be applied.

Question 3

Check-in & Check-out

Accepted Answer

Fifth Avenue Hotel Penang operates with a strict check-in and check-out policy.

Check-in time is from 1500 hours onwards.
Check-out time is by 1200 noon.

If check-out occurs after 1200 hours, an additional night’s stay may be charged based on real-time room rates and subject to availability. This charge will be applied without further notice.

The latest time of arrival is 1800 hours on the day of your scheduled check-in. If you do not arrive by this time and have not informed the hotel in writing, your booking will be considered cancelled. Fifth Avenue Hotel Penang reserves the right to release and re-sell the room without further notice.

Question 4

Damage

Accepted Answer

Fifth Avenue Hotel Penang reserves the right to take legal action against guests for any damages incurred to the rooms or property while on the premises. The hotel also reserves the right to charge the credit card on file for any damages without prior notification. If the costs cannot be fully recovered from the credit card, legal proceedings may be initiated against the guests.

Question 5

Right to refuse accommodation

Accepted Answer

1. Fifth Avenue Hotel Penang reserves its absolute rights to refuse accommodation to any person(s) without any notice and may terminate the booking or stop any event immediately without being liable for any refund or compensation under the following circumstances (but not limited to) where:
2. Such action is deemed necessary for reasons of safety or security; concern any unlawful activities, disturbance or which cause public nuisance which will affect the comfort of the other guests of the Hotel.
3. Your conduct, status, age or physical condition or the physical condition of your luggage is deemed such as to,
   1. may cause harm, discomfort or
   2. involve any hazard or risk to yourself or other persons or to our property.
4. You have committed misconduct on a previous stay and such conduct may be repeated.
5. The applicable rate or any charges or taxes payable have not been paid, the payment of your room rate is fraudulent (i.e. using a fraudulent credit card), the credit card by which you paid for the rate has been reported lost or stolen; the booking is counterfeit or fraudulently obtained.
6. The booking of our Hotel Room(s) has been done fraudulently or unlawfully or has been purchased from a party not authorised by us.
7. The booking has been altered by anyone other than us or our authorised agent or has been tampered with or defaced (in which case we reserve the rights to retain such booking documentation); and/or
8. You do not register as the person stated on the booking or the person checking in cannot prove that he is the person named as per the booking (we reserve the rights to retain such booking documentation in such circumstances).

Question 6

What is classed as personal information?

Accepted Answer

At www.fifthavenuehotelpenang.com,(http://www.fifthavenuehotelpenang.com/) we gather limited Personal Information from customers and others to offer services and ensure a smooth travel experience. This may include Full Name, Age, Phone Number, E-mail Address along with Passport/Travel Medical Information (if required), insurance details (as applicable). We also collect information relating to nationality and residency status, dietary preferences, feedback on stays with us, as well as credit card or other payment data if needed. Our goal is always to provide the best possible service.

You are free to refuse our request for your Personal Information, with the understanding that we may be unable to provide you with some of your desired services.

Question 7

Why is personal information collected?

Accepted Answer

At www.fifthavenuehotelpenang.com,(http://www.fifthavenuehotelpenang.com/) we make sure to collect your Personal Information only when it is essential for delivering our services, products, or information requested by you or by a third-party agent acting on your behalf. This may include registering you to receive newsletters, responding to enquiries about our hotel, managing bookings, providing information about our services, and collecting feedback regarding your stay.

www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)collects Personal Information from our guests to ensure we deliver an optimal user experience. This is done with your knowledge and consent through fair and lawful means. The purpose is to personalise our service, provide relevant product recommendations, maintain safety and hygiene standards, comply with legal requirements such as immigration regulations, and carry out internal administrative tasks related to accounting and guest management. All of this contributes to a smooth and enjoyable guest journey.

We may also share your Personal Information with our trusted third-party service providers, suppliers, or merchants for whom we act as an agent. This enables us to provide high-quality services and ensures those providers are equipped with the necessary details to meet your needs effectively. The information supports both our internal reservation processes and the efforts of our partners to deliver a service that meets your expectations.

Question 8

How is my personal information protected?

Accepted Answer

Your confidentiality is our top priority. We do not share your personal information publicly or with any third party unless required to do so by law. You can be assured that the security and integrity of all private data entrusted to us is treated with the strictest confidence.

At www.fifthavenuehotelpenang.com,(http://www.fifthavenuehotelpenang.com/) we protect your data using a range of security measures, including password protection and encryption tools, to safeguard our secure databases from unauthorised access. We make every effort to ensure that the transmission of personal information over the internet is as safe and secure as possible. However, please note that no method of transmission over the internet can be guaranteed to be completely secure due to external factors beyond our control.

We are also fully committed to protecting the personal information of our employees and trusted partners. We maintain comprehensive internal policies that everyone is required to follow, ensuring full protection against potential breaches or unauthorised access.

Question 9

What are the consequences of failing to provide personal information?

Accepted Answer

If you do not provide the Personal Information we request, we may not be able to deliver the services you have asked for. This may prevent you from participating in our stays, making purchases from our online store, or subscribing to our newsletter, among other things. If you have paid a deposit but later choose not to provide the necessary Personal Information required by www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)or by our partners and suppliers to deliver the service for which the deposit was paid, you may not be entitled to a refund. For example, this applies to packages that require passport details or other mandatory information.

Please contact us if you have any questions regarding the provision of Personal Information when making a booking or engaging with www.fifthavenuehotelpenang.com.(http://www.fifthavenuehotelpenang.com/) We do not collect Personal Information unless it is provided to us. This means you are free to visit and browse our website, or contact us, without submitting any Personal Information.

This information is either submitted directly by you or on your behalf by someone you have authorised to make or enquire about a booking. We obtain your consent through the following ways:

• Written permission provided via mail, email, fax or through an online booking form.
 • Verbal permission.
 • Third-party consent, such as from a travel agent or another individual making a booking on your behalf using the Personal Information you have provided to them for this purpose.

Question 10

Can I access my information and whom do I contact?

Accepted Answer

You may request access to view, update, or correct your Personal Information, subject to certain limitations, by writing to rsvn@fifthavenuehotelpenang.com (rsvn@fifthavenuehotelpenang.com)or by filling in the contact form on our website at www.fifthavenuehotelpenang.com.(http://www.fifthavenuehotelpenang.com/)

If you wish to review or verify the Personal Information you have provided to us, find out to whom your information has been disclosed, or request that we amend or delete any details, please contact us in writing.

Subject to legal restrictions and in line with the General Data Protection Regulation, you may withdraw your consent to our use of your Personal Information at any time with reasonable notice.

If you refuse or withdraw your consent for any purpose that is essential for us to fulfil our product or service contract with you, we may be unable to provide or continue providing the service or product you have requested.

Please note that if your booking was made through one of our agency partners, you will need to contact that agent or agency directly regarding access, correction, or disposal of any Personal Information they may hold. You are also encouraged to review the Privacy Policy of the relevant agency, as it may differ from that of www.fifthavenuehotelpenang.com.(http://www.fifthavenuehotelpenang.com/)

Question 11

Feedback

Accepted Answer

If you have any feedback regarding how www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)collects, uses, discloses, or manages your Personal Information, or if you believe that www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)has breached applicable privacy legislation, or if you have any questions about our compliance, please send a written letter or an email to rsvn@fifthavenuehotelpenang.com,(rsvn@fifthavenuehotelpenang.com) addressed to the Data Protection Officer, or write to the postal address listed in the Contact Us section. We take all complaints regarding privacy and the handling of Personal Information very seriously.

Once your feedback or complaint is received, our website administrator will review it within thirty business days and will provide a written response to the return address specified in your communication. If the response is not satisfactory to you, we encourage you to follow up with our Data Protection Officer, who will make every effort to resolve your concerns.

You also have the right to lodge a complaint with a supervisory authority that has jurisdiction over matters related to the General Data Protection Regulation.

Question 12

Websites policies changes to this privacy policy

Accepted Answer

From time to time, it may be necessary for www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)to amend or revise this Privacy Policy. Any such amendments may also apply to Personal Information collected under previous versions of this policy.

www.fifthavenuehotelpenang.com (http://www.fifthavenuehotelpenang.com/)reserves the right to change this Privacy Policy at any time and for any reason. If changes are made, the updated version will be published on our website.

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