Last Updated: 05 / 12 /2025
At Hotel D'North Star, we value your patronage and understand that plans can change. This Cancellation and Refund Policy outlines the terms under which reservations may be cancelled and refunds issued.
By making a reservation with us, you acknowledge and agree to the terms below.
The cancellation policy varies depending on the type of rate you have booked (e.g., Flexible Rate, Non-Refundable Rate, or Promotional Rate). Please check your booking confirmation for specific terms. In general, the following standard rules apply:
Standard/Flexible Bookings:
Free Cancellation: Cancellations made 48 hours (2 days) or more prior to the scheduled check-in date will receive a full refund.
Late Cancellation: Cancellations made less than 48 hours prior to the scheduled check-in date will be charged a penalty fee equivalent to one (1) night's room rate. The remaining balance (if any) will be refunded.
Non-Refundable Bookings:
Reservations made under "Non-Refundable" or "Advance Purchase" rates cannot be cancelled or modified.
If you cancel a Non-Refundable booking, 100% of the booking amount will be forfeited and no refund will be issued.
If you fail to arrive at the hotel on the scheduled check-in date ("No-Show") and have not cancelled your reservation in advance:
The entire reservation will be considered cancelled.
100% of the total booking amount will be charged/forfeited.
No refunds or credits will be issued for No-Shows.
If you choose to check out earlier than your scheduled departure date, the hotel reserves the right to charge for the full period of the original reservation. Refunds for unused nights are at the sole discretion of Hotel D'North Star management.
Processing Time: Eligible refunds will be processed by Hotel D'North Star within 7 to 14 working days from the date of cancellation approval.
Bank Timelines: Please note that after we initiate the refund, it may take additional time (depending on your card issuing bank) for the funds to reflect in your account.
Transaction Fees: Refunds are generally made to the original method of payment (e.g., credit card). Please note that administration or bank processing fees incurred during the original transaction may be deducted from the refund amount where applicable.
In the event of natural disasters, government-mandated travel bans, or other uncontrollable circumstances ("Force Majeure"):
The hotel may offer a date change or a Credit Voucher for future stays instead of a cash refund, subject to management approval.
To cancel or modify a reservation, please contact us immediately:
Hotel D'North Star Address: 28-33, Jalan Utara, Bandar Prima Square, 9000 Sandakan, Sabah, Malaysia. Phone: +60 89-229 977 / +60 12-801 1993 Email: hoteldnorthstar@gmail.com