Policies | Terms & Conditions

Safety Precautions & Emergency Procedures

• 24-Hour Security
  Security personnel are stationed on-site, with regular night patrols conducted to ensure the safety of all guest.
• On-Site Team Support & Night Patrols
  The Lu Ying Retreats team is always on-site and available to assist you at any time. Emergency contact numbers and procedures will be provided upon check-in—please keep them accessible for your safety and quick reference.
• Natural Surroundings
  Lu Ying Retreats is located adjacent to natural forest areas and is not fully gated. Guests are advised to remain alert and exercise caution while exploring the forest and surrounding grounds. Access to these areas is at your own risk. The management is not responsible for any loss, damage, theft, accident, injury, or loss of life that may occur during your stay.
• Free Parking
  Designated parking areas are available for guests. Please park responsibly. All vehicles are parked at the owner’s risk.
• Shuttle Service
  A shuttle service is available for guests to access all zones within the retreat and surrounding areas.
• Medical Assistance
  AED (Automated External Defibrillator) and first aid kits are available on-site. In the event of an injury or medical emergency, please contact our team immediately for assistance.
• Fire Safety
  Open fires on the ground are strictly prohibited. In the event of a fire, please use the fire extinguishers located at designated points and inform our staff immediately.
• Assembly Point
  In the event of an emergency, please proceed calmly to the designated assembly point. Its location will be provided during check-in. Follow all instructions from retreat staff and remain there until it is safe to leave.

Guests’ Conduct & Low Noise Policy

• Private Zones & Villas
  All zones and villas are designated as private areas. Please do not enter without prior permission to ensure everyone’s comfort and privacy.
• Pet-Friendly Site
  Lu Ying Retreats is a pet-friendly site. Pets are welcome in the Pet Glamping Zone (Paw Villa) and the Camping Zone (for guests bringing their own tents). Pets are not permitted in other Glamping villas or Cottage tents. For more details, please refer to our Pet Policy.
• Guest Information
  For your safety, Lu Ying Retreats will request the full name and age of all guests, along with an emergency contact, to be provided at least one day prior to check-in.
• Children Policy
  • Children aged 8 years and above are counted as adults for accommodation.
  • Children aged 7 years and below stay for free, sharing a mattress with accompanying adults. An additional add-on Full Glamping Set including a mattress, pillow, blanket, and fan is available with a surcharge.
• Registered Guests Only
  Lu Ying Retreats is strictly for registered guests. Walk-ins or unregistered visitors are not allowed without prior approval from management.
• Respect the Atmosphere
  Lu Ying Retreats is a naturally quaint and cozy campsite with a relaxed, laid-back environment. Please be considerate toward fellow guests and our team to help everyone enjoy a peaceful stay.
• Quiet Hours
  To maintain a peaceful atmosphere, all noise and music must be kept to a minimum after 11:00 PM.
• Responsibilities
  To help keep our retreat clean and safe for everyone, please follow these guidelines. Any damage to site property or equipment will incur penalty charges.
  • Smoking is allowed only in designated open areas. Please dispose of cigarette butts responsibly to help keep our retreat clean. Smoking inside villas or tents is not allowed.
  • Dispose of all trash, food waste, and leftovers in the dustbins provided.
  • Keep your designated site clean at all times. Store food and personal items properly to prevent wild animals or insects from entering your villa/tent. Do not feed or leave food for wildlife.
  • Open campfires on the ground, on deck, in villas, or tents are not allowed.
  • Electrical cooking equipment, generators, gasoline, and commercial gas cylinders are strictly not allowed.
• Behavior & Compliance
  The Lu Ying Retreats team may remind or, if necessary, ask guests to leave if their behavior does not comply with our policies.

Booking, Cancellation & Postponement Policy

• Booking Confirmation
  Full payment is required to confirm your booking. Once a booking is confirmed, it cannot be cancelled. All payments made are non-refundable and non-transferable.
• Check-In/Check-Out Info
  Glamping Zone & Pet Zone
  Check-In: 3pm
  Check-Out: 12pm
  
  Camping Zone – Bring Your Own Tent
  Check-In: 1pm
  Check-Out: 1pm
  
  Early check-ins / late check-outs are subject to availability. You can contact Lu Ying Retreats customer service via WhatsApp.
• Glamping Secure Deposit at RM200 per Zone or Villa
  • Pay via QR code upon check-in.
  • Refund within 48 hours after check-out.
• Postponement
  A minimum of 14 days’ notice prior to the booking date is required for any postponement. The credited amount from the original booking will be valid for 6 months from the date of approval.
• Notice Given Less Than 14 Days
  A 30% cancellation fee will be charged, and the remaining 70% will be credited towards a new booking date. The credited amount is valid for 6 months from the date of approval.
• Notice Given Less Than 3 Days
  No refund or postponement will be provided for cancellations or changes made less than 3 days before the booking date.

Pet Policy 🐾

Lu Ying Retreats is a pet-friendly site. Pets are welcome in the Pet Glamping Zone (Paw Villa) and the Camping Zone (for guests bringing their own tents). Pets are not permitted in other Glamping villas or Cottage tents.

The Operator of Lu Ying Retreats reserves the right to warn or remove any guests or pets in cases of inappropriate behavior or under circumstances beyond our control.

By bringing a pet to Lu Ying Retreats, you agree to abide by the following guidelines to ensure the safety, comfort, and enjoyment of all guests:

1. Number of Pets
   • Each villa or guest bringing their own tent includes complimentary access for up to two (2) pets.
   • An additional charge of RM50 per pet applies for the third and fourth pet, with a maximum of four (4) pets allowed per villa or tent.
2. Friendly Pets Only
   • Small and medium-sized pets are welcome.
   • Aggressive or guard dog breeds are not allowed for safety reasons.
   • Examples include Pit Bulls, Rottweilers, Dobermans, German Shepherds, Chow Chows, and Cane Corsos.
3. Vaccination
   Pets must be fully vaccinated. Proof of vaccination may be required.
4. Supervision & Leash
   • Owners are responsible for supervising their pets at all times.
   • Pets should be well-behaved and not cause excessive noise, barking or disturbances.
   • Pets must be on a leash or in a carrier when outside the villa.
5. Cleanliness
   Owners must clean up after their pets and dispose of waste in designated dustbins.
6. Sleeping Arrangements
   • Pets are not allowed on beds or furniture.
   • Kindly bring your pet’s own bed or blanket for their comfort.
7. Glamping Secure Deposit at RM200 per Villa
   • Pay via QR Code upon check-in.
   • Refund within 48 hours after check-out.
8. Responsibilities
   • Owners are responsible for any damage or odor (pee smell) inside the villa caused by their pets.
   • The RM200 Secure Deposit may be forfeited to cover necessary cleaning or repair costs.

Terms & Conditions

By accepting the booking confirmation, you are automatically agreeing and hereby acknowledging that:

a) You and your members of the same group are guests or visitors at Lu Ying Retreats and will waive any and all claims that you have or may in the future have against, and agree not to hold accountable, and hereby indemnify and hold harmless Lu Ying Retreats and/or any of its directors, employees, servants, instructors, guides, maintenance staff, agents, representatives and affiliates, for any personal injuries, property damage or other losses (financial or otherwise) sustained during the stay or as a result of any program due to any cause whatsoever. This includes negligence, breach of any other duty imposed by law (including duty imposed by occupiers or other legislation), breach of contract, mistakes or errors in judgment of any kind.

b) Guest is aware of the risks in walking, hiking, driving, staying, living in, exploring and otherwise engaging in an outdoor environment, and further aware that participating in the site has certain additional dangers and risks, including rugged terrain, weather conditions, mechanical failure, operational error and wildlife encounter. The Guest however chooses to assume and accepts all risks and dangers at Lu Ying Retreats.

c) The Guest gives permission to Lu Ying Retreats to use their photos in any advertisements or promotions in connection with Lu Ying Retreats without any fee, charges, royalty or whatsoever payment.

d) The operator of Lu Ying Retreats reserves the right to warn or remove any guest for inappropriate behavior or under any circumstances beyond our control.