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HOME / FAQ

FAQ


  • How many stars is the hotel?
  • 4 stars
  • How do I directly contact the hotel?
  • You may email, call, or send a fax to the hotel.

    Email: enquiry@citrushoteljb.com

    Telephone: +60 7 222 2888

  • If I make an online booking, will I be offered a “best rate”?
  • Online bookings generally offer the “best available rates” for that date and time.
  • Are your hotel rates per person or per room?
  • Hotel rates are per room, based on a maximum occupancy of 2.
  • Are my credit card details necessary when making a reservation?
  • Yes, your credit card details are essential to guarantee the reservation.
  • What are the type of credit cards accepted during the booking process?
  • We accept all the universally accepted credit cards during the booking process like MasterCard, Visa, Amex , Union Pay & Diner
  • Will my credit card be charged?
  • We may block an amount on the credit card, equivalent to a 1 night’s room charge to guarantee payment but this block will automatically be released within two weeks if it is not redeemed. Furthermore, we do not charge without proper authorization from the guest. However, select packages may require full pre-payment at the time of booking but this will be made known at the time of making the reservation. Guests can choose to settle the bill in cash or credit card at the time of check-out.
  • How safe are credit card details that are submitted online?
  • Our hotel uses a SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of our guests’ information is very important to us.
    For added security, guests are requested to present the credit card used in the online booking/purchase process with personal identification (ID card or passport) upon check-in. Should you not wish to submit your credit card information online, we are pleased to accept reservations via fax or phone. However, credit card information will still be required to guarantee the reservation.
  • What is your cancellation policy?
  • In the event of a cancellation or no-show, the following will apply:
    • For stays of 1 to 7 nights – if the property is not informed within 24-hours or more prior to date of arrival, there will be a charge of one (1) room night’s accommodation which will be levied on the credit card used to guarantee the reservation.
    • For stays of 8 to 14 nights – if the property is not informed within 24-hours or more prior to date of arrival, there will be a charge of two (2) room nights’ accommodation which will be levied on the credit card used to guarantee the reservation.
    • For stays of 15 to 21 nights – if the property is not informed within 24-hours or more prior to date of arrival, there will be a charge of three (3) room nights’ accommodation which will be levied on the credit card used to guarantee the reservation.
    • For stays of 22 nights and more – if the property is not informed within 72-hours or more prior to date of arrival, there will be a charge of five (5) room nights’ accommodation reservation.
  • Do you have pets' policy?
  • Regrettably, pets are not allowed.
  • What are your conventional check-in and check-out times?
  • Check-in time: 2:00 pm

    Check-out time: 12:00 noon

  • Is it possible to check-in earlier?
  • Early check-ins are subject to room availability.
  • What is the charge for a late check-out?
  • Late check-outs are subject to room availability and the charges are as follows:
    Check out before 6.00 pm: 50% charge (based on overnight rate)
    Check out after 6.00 pm: Full overnight rate (same)
  • Do you have non-smoking rooms?
  • Yes, we do.
  • Do you have twin, triple and quadruple rooms?
  • We have twin rooms and connecting room that can accommodate 4 persons.
  • Do you have inter-connecting rooms?
  • Yes, we do have inter-connecting rooms.
  • Is there an additional charge for visitors?
  • No, we do not charge for visitors. However, identification may be required for security purposes.
  • What is the hotel’s policy regarding children?
    • There are no charges for children below the age of 12 years sharing a room with parent(s) on the existing bedding.
    • Children between 12 – 18 years are charged the full adult breakfast price of MYR 30 NET.
  • Does the hotel provide any baby-sitting services?
  • No, we don’t provide baby-sitting services.
  • Are baby cots available?
  • Yes, baby cots are available upon request and are free of charge.
  • Where is the breakfast served and at what time?
  • The buffet breakfast is served at Citrus café located on the 2nd floor from 6.00 am – 10.30 am. If breakfast time is too early for you, do not worry as Citrus Café also functions as an A-la carte restaurant.
  • How many restaurants do you have and what are they?
  • There are 1 outlet at Citrus Hotel Johor Bahru.
    Citrus Café:
    Located on the 2nd floor
    Breakfast: 6:30 AM - 10:30 AM
    Lunch: 12:00 PM - 02:00 PM
    (Thai Fusion Set Menu and Chef Special Dish of the month)
  • Is vegetarian food available at the restaurant?
  • Yes, vegetarian dishes are available at the breakfast buffet line.
  • Is the food served in the restaurant halal?
  • Yes, the food served in Citrus café is halal.
  • Do you have a 24-Hours room service?
  • Currently, our room service is available upon request and the last order should be made before 10.30 pm.
  • Where is the Club Lounge and how can we access it?
  • Club Lounge is located on the 11th floor. The opening time is 8.00 am – 8.00 pm. You can access it for free when booking a Club room, Club Suite, or Club Family Suite. The facilities provided are 32” flat screen LCD TV, Wi-Fi, business center services, pool table, complimentary coffee/tea, soft drinks and snacks all day.
  • Does the hotel provide meeting room and how to book it?
  • Yes, we provide meeting room which located on the 1st floor. You can book it via our meeting enquiry form in http://www.citrushoteljb.com/en/meeting-package.php or call/email direct to the hotel.
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