FAQ

How many stars is the hotel?
3 Stars
How do I make direct contact with the hotel?
Please email, call or fax the hotel:
Email: [email protected]
T +60 3 2693 2999
F +60 3 2693 2988
If I make an online booking, will I be offered a 'best rate'?
Online bookings generally offer the 'best available rate' for that date and time.
What types of rooms are available and what are the differences between room types?
There are 3 room types available:

Superior Queen
Rooms are comfortable and comes with a queen sized bed and are great value for money.
Superior Twin
Rooms are comfortable and comes with 2 twin beds and are great value for money.
Deluxe Queen
The Deluxe room is more roomy than the Superior room.
Are your hotel rates per person or per room?
Hotel rates are per room based on a maximum occupancy of two guests.
Which credit cards are accepted for payment?
VISA, Mastercard and Amex only.
Are my credit card details necessary when making a reservation?
Yes, to guarantee the reservation. Otherwise hotel reserves the right to release the booking at 6 pm on the date of arrival.
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
Will my credit card be charged?
We may block an amount on the credit card, equivalent to 1 night’s room charge to guarantee payment but this block will be automatically released in two weeks if not redeemed. Furthermore, we do not charge without proper authorisation from the guest. However, select packages may require full-prepayment 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 SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of information is very important for us.

For added security, guests are requested to present the credit card used in the online booking/purchase of accommodation together 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 deposit policy?
Upon arrival, the Reception will collect MYR 50 in addition to the room charge for every night you stay. This deposit is to cover any incidental charges and will be returned upon check-out if no extra charges have been incurred.
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 24-hours or more prior to date of arrival, a charge of one (1) room night’s accommodation 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 24-hours or more prior to date of arrival, a charge of two (2) room nights accommodation 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 24-hours or more prior to date of arrival, a charge of three (3) room nights accommodation 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 72-hours or more prior to date of arrival, a charge of five (5) room nights accommodation will be levied on the credit card used to guarantee the reservation.
Do you have a pets' policy?
Regrettably pets of all sizes are not allowed in the hotel to ensure comfort of other hotel guests.
What are your check-in and check-out times?
Check-in time is 2:00 pm
Check-out time is 12:00 noon
Is it possible to check-in early?
Early arrivals before the standard check-in time of 2:00 pm will be subject to a half-day charge (50% of your room rate) unless such an offer is available through Promotions or Packages. For an early arrival request, kindly contact our reservations at [email protected]
What is the charge for a late check-out?
Late check-out is subject to room availability and the charges are as follows:
Check out before 6.00 pm: Half day charge
Check-out after 6:00 pm - Full overnight rate

The hotel will do our best to accommodate all guests requests based on room availability at the time of the request. Should you wish to arrange for a late check-out, kindly contact our reservations at [email protected]
Do you have non-smoking rooms?
Yes, we do. If you would like none-smoking room please advise us when placing your booking and we will do our best to ensure your request is met.
Do you have twin, triple and quadruple rooms?
Citin Masjid Jamek offers a choice of queen size or twin bedded rooms. The hotel does not have triple rooms as a standard.
Do you have inter-connecting rooms?
Yes, we do. Please place a request for interconnecting rooms when you book.
What is the cost of an extra bed?
Regrettably, extra bed is not available; however we do provide an extra mattress at the rate of MYR 50 Nett per day inclusive of breakfast.
What is the hotel's policy regarding children?
There is no charge for children below the age of 12 years sharing a room with parent(s) on existing bedding.
Children 12 years and above are charged the full adult breakfast price of MYR 12.00++
Children between the ages of 5 and 11 years are charged a rate of MYR 6.00++ per child/breakfast
Children 4 years and below eat breakfast for free
Does the hotel provide babysitting services?
The hotel does not provide baby-sitting services.
Are baby cots available?
Regrettably, baby cots are not available.
Where is breakfast served and at what time?
Breakfast is served at Citin Café located on Level 1, from 7.00 am to 10:30 am.
How many restaurants do you have and what are they?
We have one café, which serves local and International dishes. It is open from 7.00am to 9.00pm daily.
Is vegetarian cuisine available in the restaurants?
Vegetarian dishes are available from the a la carte menu.
Is the food served in the restaurants 'halal'?
Yes, food served in the restaurant is halal, certified by Jabatan Agama (Islamic Department).
Do you have 24-hour Room Service?
Regrettably not, room service hours are from 7.00am to 9.00pm.
Do you have coffee / tea making facilities in the rooms?
Only Deluxe room is equipped with Coffee & Tea making facility

General Hotel Information

Is there a swimming pool?
No, there is no pool in the hotel.
Do you have hairdryers in the rooms?
Hairdryers are available upon request. Kindly contact the housekeeping department.
Does the hotel provide iron and ironing boards in all rooms?
Iron and ironing boards are available on request. Kindly contact the housekeeping department.
Can luggage be stored at the hotel whilst I travel elsewhere?
Regrettably, it is not possible due to space constraint.
How far is the property from the airport and do you provide airport transfers? And if so, what is the cost?
The hotel is about 45 minutes from KL International Airport. We provide airport limousine service which cost RM120 from the hotel to the airport and RM150 from airport to the hotel.
What is the weather like at different times of the year?
Located just north of the equator, weather in Kuala Lumpur is tropical. Generally hot and humid throughout most of the year with temperatures between 29C – 35C in the day and 26C – 29C at night. Rainfall is mostly from October to March, with much of the rain falling in the later part of the day.
Is the tap water safe to drink?
It is not recommended to drink the tap water.
Is there a doctor on call?
No there is not. However, you may take a taxi to Tung Shin Hospital which is a 10 minute drive from the hotel.
How far is the nearest hospital?
Tung Shin Hospital is a 10 minute drive from the hotel.
Where is the nearest bank or currency exchange?
The nearest bank is Maybank located along Pudu Road and a 5 minute walk from the hotel. For detailed directions, kindly contact the reception.

For detailed directions, kindly contact the reception
What time do banks open?
9.30 am – 4.00 pm, Monday to Friday.
What voltage is used in Malaysia?
The voltage in Malaysia is 240 volts.

Business Traveller

Can I connect my laptop in the room?
Yes you can. WiFi high speed Internet connection is available free of charge.
What kind of Internet connection do you provide and what is the cost?
We provide WiFi high speed Internet connection free of charge and for those without a laptop, an Internet station is available for your use at Citin Café.
Are dual telephone sockets available in rooms?
Regrettably, we do not have dual telephone sockets in the rooms.
What is the hourly / daily rate for limousine service?
No, we do not have the above service but for arrangements, kindly contact our reception.
Are secretarial and other business services such as translation available?
Business services are limited to faxing, photocopying and internet usage at Citin Café.

Shopping and Tourist Facilities

Do you have a tour desk?
We do have a In House tour desk from 0800hrs – 1730hrs which guest can book City tours, Airport transfers etc.
Are there shopping centers nearby?
Shopping is plentiful with many shopping centers and attractions within walking distance. Please seek assistance from the Front Desk staff who will be more than happy to help, alternatively.