As we journey back into the recovery phase, we will be implementing the following precautionary measures on health and safety as outlined by our local health authorities and World Health Organisation:

• Temperature screening before entering the hotel and restaurant. Any guest with body temperature above 38 degrees Celsius and / or displaying respiratory symptoms will be requested to seek medical attention immediately and obtain medical clearance before being allowed to check-in.
• Filling up of the Health Screening Form (via QR code), as required by our Ministry of Health.
• Frequent sanitisation of high-contact points, such as elevator buttons, door handles, reception counters, public bathrooms, hotel facilities and conference rooms.
• Masks and gloves for our guests upon request.  Hand sanitisers will be placed at guest contact areas, such as hotel lobby, F&B outlets, and conference rooms.
• Rigorous cleaning and sanitisation of guest rooms - after guest departs and before next guest arrives.
• Practice of Social Distancing such as standing at least 1 metre apart from others, staying within a designated marked area and avoiding close contact with others.
• In the F&B Outlets, table spacing has been arranged at least 2 metres apart while seating will be 1 metre apart from each other. We have also temporarily discontinued our buffet counter.
• Regular training of our team members ensuring highest standard of safety and hygiene with complete awareness of COVID-19. This is vital to help combat the spread of viruses and maintaining the health of our team members and guests.
• A dedicated Safety & Hygiene Manager to monitor and ensure compliance of all precautionary measures.

Should you have suggestions or comments to make your stay or the hotel in general, a safer environment to be in, please speak to our Guest Services Manager on duty or email to us at general@hotelistana.com.my

 Kindly be informed that Hotel Istana Kuala Lumpur City Centre will be applying a flexible cancellation policy on bookings which meet the below criteria:

• Flexible cancellation policy applies to all reservations made by travelers who have been to an area affected by Coronavirus (Covid-19) within the last 14 days. The Hotel will process cancellation with full refunds on request, subject to proper documentation before the arrival date. This will also apply to non-refundable bookings. 

• If there are travel restrictions (official government announcement) on a specific origin/destination country that prevents a guest from traveling, a flexible cancellation policy would still apply to that reservation. 

• Travel Period: All check-ins until stated otherwise. 
 

DIRECT BOOKINGS WITH HOTEL ISTANA KUALA LUMPUR CITY CENTRE: 

Please contact the Hotel's reservation team: 

Office Hours:  8:00 am to 8:00 pm on Weekdays 
                           9.00 am to 5.00 pm on Weekends and Public Holidays 

Toll Free Line : 1800883780

Email: rsvn@hotelistana.com.my 
 

THIRD-PARTY BOOKINGS 

For a third-party booking (booking through online travel agents such as Agoda, Booking.com, Expedia or etc.), cancellation must be made directly with the third party. Please contact their customer support team to process a booking cancellation before the arrival date. The support teams will seek confirmation from the Hotel before processing your request. 

The Hotel is not authorized to cancel and unable to provide refunds for any third-party reservations. 
 

NO-SHOW BOOKINGS 

Failure to arrive without contacting the Hotel / third party (online travel agents) will result in the full amount (including any applicable prevailing government taxes) being charged.