Guest Agreement

Version 2026-10. Part of our Terms and Conditions and Refund Policy.

Our apartments are homes in residential buildings, not hotel rooms. This agreement sets out what we look after and what we ask of you, so that your stay goes well and so that, if something does go wrong, it can be sorted out quickly and fairly.

1. Who this agreement is between

  • This agreement is between Soulasia Management Sdn. Bhd. ("Soulasia", "we") and the person who made the booking ("you"). You accept it for everyone staying with you and are responsible for their conduct.
  • It forms part of our Terms and Conditions. You accept it when you pay for a booking, and confirm it again at Pre-check-in.
  • Everyone staying in the apartment must be registered with us by name and passport or ID before arrival. This is a requirement of the buildings we operate in.

2. Arrival and the condition of the apartment

  • Please look around the apartment when you arrive. If anything is damaged, missing or seems unsafe, tell us the same day and before you use it, so that we can fix it and so that it is not attributed to you.
  • We photograph the apartment before each arrival and after each departure. These photographs are our record of its condition.
  • Check-in is from 15:00 and check-out is by 12:00 unless we have agreed otherwise in writing. Staying beyond check-out without agreement is charged as an extra night, and the building management may ask you to leave.

3. Living in the apartment

  • Only the registered guests may stay overnight. Visitors must leave before quiet hours and sign in with building security where the building requires it. Parties and events are not allowed.
  • Quiet hours are 22:00 to 08:00. Please respect the residents who live in the building year-round.
  • No smoking or vaping anywhere inside the apartment, including the balcony and bathrooms. An apartment that smells of smoke is charged a cleaning fee equal to the deposit.
  • No pets, unless we have agreed in writing before your arrival.
  • Use the appliances (hob, washing machine, dryer, water heater, air-conditioning) as described in the apartment guide. Do not leave the hob, iron or dryer running unattended.
  • Take rubbish to the building's rubbish room. Do not leave it outside the door.
  • Return every key card and access card at check-out. A lost or unreturned card is charged at the building's replacement cost.
  • Parking, where included, is one bay and one access card per apartment, subject to the building's rules.
  • If you have booked housekeeping during your stay, our team enters at the agreed time. We never enter otherwise without telling you first, except in an emergency.
  • The apartment may not be used for any unlawful purpose, for commercial filming or photography, for sub-letting, or as a registered address.

4. Safety inside the apartment

  • Tiled floors, bathrooms, showers and bathtubs are slippery when wet. Please use the bath mat provided, dry the floor after use, and take care when moving between wet and dry areas.
  • Balcony railings are not designed for sitting or climbing. Children must be supervised on balconies and near windows at all times.
  • Hot water can scald. Test the temperature before use, especially for children.
  • No open flames: no candles, incense, barbecues or gas canisters inside the apartment. Do not charge e-scooters, e-bikes or similar batteries inside.
  • Do not cover, disconnect or disable smoke detectors or sprinklers where installed. Fire exits, extinguishers and the evacuation plan for your floor are shown on the building's signage; please read them on arrival.
  • In a fire or medical emergency, leave the apartment first, call 999, and then tell us.

5. Your belongings

  • You are responsible for your own belongings, money and documents. Keep valuables with you or in the safe where one is provided, and lock the door and windows when you go out.
  • There are no cameras inside any Soulasia apartment. Cameras in lobbies, lifts and corridors belong to the building management.
  • If something goes missing, tell us at once and before you check out, with a list of the items. We will help you check the apartment and ask the building for its records. A loss claim must be accompanied by a police report; we cannot consider a claim made after check-out or without one.
  • Items left behind can be returned by courier at your cost; please ask us promptly.

6. Accidents and incidents

  • If you are injured, or anything happens in the apartment that may lead to a claim, tell us immediately and on the same day, with photographs of the place and the cause, and allow us to inspect the apartment while it is unchanged.
  • We cannot consider a claim that is first raised after check-out, or where we were not given the chance to inspect. This is so that any claim can be fairly assessed by us and by the insurers involved.
  • We respond to every report of a hazard. Where we inspect and find the apartment in its normal condition, we will tell you so in writing.

7. Damage, the deposit and claims

  • You are responsible for damage to the apartment, its contents, the building or neighbouring apartments caused by you or your guests, beyond normal wear and tear. This includes damage from fire, flooding and smoke caused by negligence, and is not limited to the amount of the deposit.
  • A refundable deposit is taken before arrival as described at Pre-check-in. It is returned after check-out once the apartment has been inspected, less any amount for damage, missing items, extra cleaning or unpaid charges, each of which we will itemise for you.
  • Damage is charged at the cost of repair or replacement, supported by an invoice or a quotation.
  • A knowingly false report of damage, theft or injury, or a claim supported by altered photographs, is reported to the police, and you are liable for the costs we incur in dealing with it.

8. The building and its shared areas

  • Your apartment is in a residential building run by its own management body (JMB or MC) and security contractor, which are not part of Soulasia. The lobby, lifts, car park, swimming pool, gym and other shared facilities are theirs to run, open, close and police.
  • The building's house rules apply to you and your guests. The building management may refuse entry to unregistered visitors, deactivate access cards, or ask guests who breach its rules to leave, and we cannot override those decisions.
  • We pass on to the building management any problem with shared facilities, security or staff, but we do not control how or when they act on it. Use of the pool, gym and other shared facilities is at your own risk and subject to the building's rules and opening hours.

9. Insurance and our responsibility

  • We recommend that every guest has insurance covering personal accident, medical treatment and belongings for the whole stay, whether travel insurance or another policy. We will provide the documents an insurer asks for.
  • We are responsible for the apartment and for what we provide in it, to the extent required by Malaysian law. We are not responsible for loss, injury or damage caused by your own actions, by other guests or third parties, by the building management or its contractors, or by events outside our control such as utility outages, severe weather or government orders. Nothing in this agreement limits our liability where the law does not allow it to be limited.

10. Ending a stay early

  • We may end a stay immediately, without refund, if you or your guests hold a party, smoke inside, exceed the registered number of occupants, behave abusively towards our staff, building staff or residents, or seriously breach this agreement or the building's rules.
  • Leaving early by your own choice is not refunded. Cancellations follow our Refund Policy.

11. Governing law

  • This agreement is governed by the laws of Malaysia. Any dispute is subject to the courts of Kuala Lumpur, without prejudice to your rights under the Consumer Protection Act 1999.