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    Frequent Asked Questions

    COVID-19: Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 31 July 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 31 July 2020
    • Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 31 July 2020
    • For stays beyond 31 July, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.

    Policies

    COVID-19: Can I cancel or amend my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

    COVID-19: How do I cancel or amend corporate / group reservations?

    For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.

    COVID-19: Are there any documentations or requirements for me to stay your properties? Are there any groups of people who are restricted from staying at your property?

    Our properties operate in adherence to local regulations and recommendations hence, requirements and restrictions will vary accordingly. For more information, please contact the property directly.

    COVID-19: Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.

    COVID-19: Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.

    COVID-19: Which of your properties are open?

    We are constantly monitoring the developing COVID-19 situation globally and we remain guided by the directives set out by the relevant authorities on all leisure and non-essential businesses. Most of our properties continue to remain open with heightened measures in place for the safety of our guests and staff.

    Should you have enquiries about your reservation or of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information.

    Covid-19: How do I know if the property I have booked with will close temporarily?

    Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservations. The concerned property will be in touch with all guests that have a upcoming reservation. To find out more of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information. 

    COVID-19: What happens to my reservation should a property decides to close temporarily?

    The property will reach out to you as soon as they can should any reservations be affected in the event of changing local regulations.

    COVID-19: Has Frasers Hospitality been awarded with any hygiene accredition?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards acheiving the necessary accredition set out by the local authorities. 

    COVID-19: What are the sanitation routines and policy in place now due to COVID-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • Alternative arrangements for food and beverage
    • 24/7 management support team to implement any additional and immediate measures recommended by health authorities

    COVID-19: Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place. 

    COVID-19: What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties. 

    COVID-19: Are your properties being block-booked by the government/used as quarantine facilities?

    None of our properties are being used as a quarantine facility at the moment. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date. 

    COVID-19: Do you have stepped up cleaning protocols for hotels in locations where there are confirmed COVID-19 cases?

    All our properties are monitoring the local situation closely and following the protocols and policies implemented. We have been working closely with the relevant health authorities in all affected markets, to ensure that precautionary measures are undertaken at all our properties. Our staff and guests are also encouraged to reach out to the management should they feel unwell or display any related symptoms. 

    COVID-19: Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Swimming Pool, Gym, Restaurant, Steam and Sauna remain close at the moment. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.

    Safe distancing signage are in place for facilities that remain open which all guests are reminded to adher to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

    COVID-19: With these facilities closed, what else can I do during my stay?

    The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments / rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied. 

    COVID-19: Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs, 

    COVID-19: Will breakfast and F&B services be available? How are they handled?

    Most, if not all of our F&B facilities remain open only for takeaway or delivery. Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). To minimise unnecessary interactions, dine-in service is not allowed. We do, however, provide in-room dining services and other delivery alternatives.

    Some of our properties will offer freshly-made Grab & Go or takeaway bentos, in replacement of Buffet breakfast. Please visit the property website for more information.

    COVID-19: With these newly minted measures in place, how different will my stay experience be?

    Our properties are keeping pace with the changes in local advisories and extending flexibilty where needed. We remain commited to maintain the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times. 

    Where can I find the best rates?

    The best rates available on the internet can be found at https://puteriharbourjohor.frasershospitality.com/en. Don't forget to check out https://puteriharbourjohor.frasershospitality.com/en/offers-in-puteri-harbour.html to take advantage of the best deals. If you require further assistance, please feel free to contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    Facilities and Services

    What are the services and facilities offered?

    In addition to 24/7 security and CCTV surveillance as well as 24/7 Reception and Concierge services, Fraser Place Puteri Harbour features a sheltered swimming pool, all-day dining, steam and sauna room and more. For a full list of services and facilities, please visit https://puteriharbourjohor.frasershospitality.com/en/facilities/key-features-services.html.

    Are there fitness facilities provided?

    Yes, there is a fully-equipped gym on the 18th floor for our in-house guests.

    Is internet access provided?

    Yes, guests can enjoy complimentary high-speed Wi-Fi access in-room and around the property.

    What is the check-in time?

    Check-in time is 3.00pm.

    What is the check-out time?

    Check-out time is 12.00pm.

    What time is breakfast served?

    Breakfast is served from 6.30am to 10.30am.

    What is the cost of breakfast?

    Breakfast is available for adults at MYR 53.00 per person and for children below 12 at MYR 26.50 per person. Prices exclude prevailing taxes.

    What are the available dining options?

    All-day dining is available at the Puteri Harbour restaurant located at level 2 of the property. The well-equipped kitchen also provides you with the convenience to cook in your apartment. In-room dining options are available as well. Please contact the Front Desk for the menu available.

    Are laundry services provided?

    Yes, laundry service is available subject to additional charges. There is also a washer and a dryer in the room for your convenience.

    Please feel free to contact our Front Desk for more details.

    What are the type of beds provided?

    Twin, Queen, King and Super King bedding configurations are provided.

    Should you require more information, please feel free to contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    Are baby cots and extra beds available?

    Yes, baby cots are subject to availability. Extra beds are also available subject to additional charges.

    Please feel free to contact our Front Desk for more details.

    Are newspapers provided?

    Yes, complimentary newspapers are provided daily.

    Complimentary PressReader access is also provided to guests featuring up-to-date digital versions of newspapers and magazines.

    Are the residences disabled-friendly?

    Yes, Fraser Place Puteri Harbour, Johor is disabled-friendly.

    If you require further assistance, please feel free to contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    Is on-site parking available and what is the cost?

    Yes, complimentary on-site parking is available during your stay. Please approach the Front Desk for more details.

    Is airport shuttle service provided?

    We do not have FREE SHUTTLE to/from airport. 

    What is the cost of hotel/service residence limousine services?

    Limousine or taxi services are available upon request. Prices are subject to destination and car type.

    Please feel free to approach the Front Desk for more details or contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    What is the reception operating hours?

    The reception operates and is available 24/7.

    Is it possible to store my luggage at the hotel before check-in?

    Yes, it is possible to store your luggage at the property. Please feel free to approach the Front Desk for more details.

    Location

    How do I get to the hotel?

    The best way to Fraser Place Puteri Harbour, Johor is by car.

    From Senai International Airport: 25-30 minutes

    From Singapore via Second Link: 45-50 minutes

    From Singapore via Woodlands Checkpoint: 20-25 minutes

    Are there any recommended attractions in Johor Bahru City?

    Johor Bahru is a fast-growing city and an important gateway for neighbouring Singapore. Some of the attractions include LEGOLAND Malaysia Resort, Sultan Abu Bakar State Mosque and more. For more recommendations, please feel free to approach the Front Desk.

    Where is the closest bank, ATM and exchange office located?

    The nearest ATMs are located at Hello Kitty Town, within a 5 minutes' walking distance from the property.

    We do not have / provide FOREX at our Front Desk. 

    Policies

    What is the cancellation policy?

    The cancellation policy is stated in detail and varies with the type of offer selected. For most of our rates, you can cancel up to 24 hours prior to check-in. However, please check cancellation policy for each available rate.

    Should you require more information, please feel free to contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    What is the maximum number of guests allowed in each residence type?

    Most apartments can accommodate up to 4 guests depending on room type. There is a maximum number of guests per apartment allowed under the Health & Safety regulations.

    Should you require more information, please feel free to contact us at reservations.puteriharbourjohor@frasershospitality.com or +607 530 8888.

    Are pets allowed?

    Unfortunately, pets are not allowed at Fraser Place Puteri Harbour, Johor.