Frequently Asked Questions
Experience the posh modern charms of the beachfront Lexis Suites Penang, where private pools, breath-taking view of the ocean, and enticing dining options make your getaway to the Pearl of the Orient an unforgettable one.
Here you will find all the FAQs on our all-suite beach resort to enhance your stay. Whether you want to enquire about your booking, arrange airport transportation, or discover the best place to dine with your family, you’ll find it all right here.
For more information, please contact the Resort.
- Is Lexis Suites Penang currently accepting guests?
Yes. In line with the Malaysian Federal Government’s announcement in lifting travel restrictions effective 1 May 2022, we are pleased to welcome all guests to our hotel regardless of their vaccination status.
Guests who are COVID-19 positive, have a “High Risk” status and under Home Surveillance Order (HSO) on the MySejahtera app (a vaccine passport and contact tracing app) will be denied entry to our hotel. Please self-quarantine at home or your own accommodation and avoid travel.
- I am feeling unwell and I have COVID-19 symptoms. Can I book a room to be quarantined at your resort?
No. We do not accept any guests for quarantine, to safeguard the health and well-being of all our guests and staff. If you are sick or exhibiting any COVID-19 like symptoms including:
● Dry cough
● Sore throat
● Muscle aches/pains
● Loss of taste or smell
● Chest pain
● Difficulty breathing/shortness of breath
We recommend that you do not travel and self-quarantine at home or your own accommodation.
- Are your employees vaccinated?
All on duty staff are fully-vaccinated. We believe vaccinations are an important tool for our community, employees and guests to limit the spread of the virus. We continue to follow COVID-19 guidelines/SOPs and have put in place very stringent health and safety protocols. The health and safety of our employees and guests is a top priority.
- What if I don’t want to disclose my vaccination status?
It is the discretion of the individual to determine whether they would like to disclose their vaccination status. Should they make the decision not to divulge this information, they will not be permitted to enter our resort, as entry requires proof of vaccination.
- I just came home from travelling internationally / I am not a Malaysian resident but I plan to make a trip to Malaysia and book a room at your hotel. Can I stay at your hotel? Can you advise how do I book?
Yes. Our hotel currently accepts all travellers regardless of their vaccination status.
Fully vaccinated travellers and children aged 12 and below are exempted from pre-departure and on-arrival tests. Partially or unvaccinated travellers must take an RT-PCR test 2 days before departure and a supervised RTK-Ag test within 24 hours of arrival to Malaysia. They will also have to quarantine at home or at their own accommodation for 5 days.
If tested positive, travellers are required to quarantine at home or their own accommodation for 7 days. However, under Test and Release, they will have the option to undergo a supervised RTK-Ag test on the 4th day. If tested negative, they may be released from quarantine.
Travellers who are COVID-19 positive, have a “High Risk” status and under Home Surveillance Order (HSO) on the MySejahtera app (a vaccine passport and contact tracing app) will be denied entry to our hotels and resorts. Please self-quarantine at home or your own accommodation and avoid travel.
For bookings and enquiries, you can contact our Reservations teams at this email or call +603 2083 0933.
- How is Lexis Suites Penang responding to COVID-19? What are you doing to keep guests safe and help prevent the spread of the virus?
We are focused on creating a comfortable environment for all our guests and will continue to do our best to keep them safe so they can fully enjoy their vacation with a peace of mind. Our hotel is open and welcoming all guests. We have been taking extra steps to not only extensively clean and disinfect our resort to prevent the spread of COVID-19, but to adhere to the latest guidelines on hygiene and containment. We will also continue to closely monitor the evolving situation and to abide by all local health authorities.
- Will you be putting in place measures to check guests on arrival for symptoms of COVID-19?
We will be asking all guests to complete a self-health declaration form. If on arrival, a guest is showing any symptoms consistent with COVID-19, they will be asked to postpone their travel plans and will be cared for in a separate designated room until suitable onward care can be arranged.
We will also check guests’ risk status on MySejahtera prior, as a requirement to enter our hotel. Guests who has a “High Risk” status on the MySejahtera app and those under Home Surveillance Order (HSO) will be denied entry.
- Do I have to wear a mask at your hotel?
Yes. Following the Government mandate and Ministry of Health’s guidelines, we ask that you wear a mask in all indoor spaces, at all times, for the safety of our guests and staff. Proper face masks completely cover your nose, mouth and chin, and are securely fastened with ties or straps. Face masks are also available for purchase at our lobby shop.
Failure to adhere to this may result in refusal of entry or expulsion from our hotel and forfeiture of deposit and nights consumed - no exceptions.
- What are the changes that you are making to cleaning practices?
Providing a safe environment for our guests and employees is our top priority. We have heightened our already stringent hygiene and prevention measures to ensure the highest cleanliness conditions, be it from enhanced cleaning procedures to utilizing cleaning products that are effective against viruses.
- What other sanitation measures can I expect to see throughout the hotel?
We have installed touchless hand sanitizer dispensers and posted hygiene reminders throughout our hotel, reminding guests and employees, on the proper ways to handle and dispose masks, how to wash their hands properly and to avoid touching their faces.
All hotels and resorts staff are trained on COVID-19 safety and sanitization protocols. We have also included extra protocols for staff personal hygiene, removal of high-touch items and unnecessary touchpoints, increased frequency of air filter cleaning and super-chlorination of swimming pools.
- What measures will be in place in the restaurants?
Our professional kitchen and dining teams are trained on safe food preparation and service practices in restaurants and in-room dining. Hand sanitizer dispensers will be available at the entrances of the restaurants and guests will be encouraged to use them.
- Where can I eat or drink during my stay?
Guests can dine at our all-day dining restaurant, Roselle Coffee House, where they can enjoy a local and intercontinental buffet breakfast from 6:30am to 10:30am daily at RM60nett per adult and RM35nett per child, and ala carte meals from 11am to 11pm daily.
UMI Japanese Restaurant is also open from Fridays to Sundays, from 12pm to 3pm; and 6pm to 11pm, for guests to savour delicious Japanese cuisine. On Sundays, the restaurant is also open for a delicious buffet lunch from 12pm to 3pm. The buffet lunch is priced at RM138nett for adults, RM90nett for seniors (aged 60 and above) and RM40nett for children (aged 7 to 12 years).
Guests who are looking to unwind with family and friends can enjoy a tipple or two at the Satellite Restaurant & Bar, which is perched on the highest level of Lexis Suites Penang, offering you a panoramic view of the sea. It is open from Tuesdays to Sundays, from 4pm to 1am.
COVID-19 Update: Restaurant opening hours may change. You are advised to contact the Front Desk of the resort to find out the latest opening hours.
- Will you offer enhanced in-room dining experiences to limit interaction with other guests?
We will be offering room service, should guests wish to dine in private. Room service which is available 24 hours daily, can be specially packaged and delivered right to a guest’s door without contact. Guests may refer to the room service menu and price, which is available in their rooms.
- Can I use your public pool?
Please note that our public pool remains closed until further notice. Guests are encouraged to enjoy the private pool in the comfort of their own room.
- How will the spa experience change?
The spa remains closed until further notice. Guests will be notified of the services available prior to arrival.
- Can I use your gym?
The gym remains closed until further notice. Guests will be notified of the services available prior to arrival.
- Can I sing karaoke at your hotel?
Following the direction of local authorities and for the safety of our guests, we have temporarily suspended operations of a few of the indoor and outdoor facilities and activities until further notice. These include:
● Karaoke centre
● Kidz World
● Games room
● Public pool
● Sepak takraw
● Mini futsal
● Beach volleyball
● Island-hopping boat ride
- Are all amenities available?
Due to COVID-19, some of our amenities may not be available. We have temporarily removed some high-touch items in guest rooms including throw pillows, bed runners and bathrobes and slippers, with the best hygiene practices in mind. Please contact the hotel for current availability status and more information.
- Will there be any particular arrangements made for elderly or handicapped guests under these rules?
As always, our aim is to ensure that every guests’ stay is as safe and comfortable as possible. We will continue to communicate with all our guests prior to arrival to ensure that they have the very latest information on the protective measures we have put in place and what to expect, prior to their stay.
As we have done previously, all guests will be asked whether there are any special requirements or particular preferences that we should be aware of, and we will always seek to accommodate these over and beyond our usual practices and services.
- What if I want to change or cancel my reservation due to COVID-19?
We appreciate that you’ve chosen to stay with us at this time. However, if your travel plans fluctuate and you are feeling hesitant to make travel plans right now due to COVID-19, we will try to offer more flexibility in accommodating any changes in your travel plans. Our team is ever ready to work with you to find dates with rates that work for you.
To reschedule your dates, please contact our Reservations team here or +603 2083 0933. All changes are subject to availability and rate charges apply.
- What happens if I start feeling unwell during my stay at your hotel?
If you begin to feel ill during your stay with us, please call our front desk immediately to notify us of your symptoms – do not come to the front desk or wander throughout the resort. You must immediately self-isolate in your guestroom and contact our front desk for further instructions.
We ask that you please remain vigilant during your stay with us, and to immediately report any symptoms of COVID-19 (flu, fever, chills, dry cough, sore throat, muscle aches/pains, fatigue, headaches, a new loss of taste or smell, chest pain, or difficulty breathing/shortness of breath) to a member of our Front Desk, who can arrange for an immediate consultation with our resort doctor. We will do everything we can to provide you with assistance and help you sort through this difficult time.
- Can I have visitors to my hotel room?
Lexis Suites Penang is limiting the number of visitors that may be in a guestroom as well as registering any visitors for contact tracing. Erring on the side of caution, we are restricting the number of guests and/or visitors in any guest room to the maximum occupancy of the guest room, which is a total of maximum 4 pax allowed.
Lexis Suites Penang is not permitting additional visitors beyond the maximum capacity of the guest room. Visitors have to be fully-vaccinated and must register at the front desk upon guests check-in for contact tracing. Any additional persons above the maximum number of occupants as per the hotel policy are chargeable at the discretion of the Hotel.
- Will my guest room be entered and/or cleaned while I’m in the room?
Should you require service or assistance, when a guest is present, employees have been instructed not to enter the room.
You will be asked to leave your room during housekeeping service in addition to clearing your personal belongings from surfaces such as your bathroom vanity, desks, tables etc. Staff have been instructed not to touch or move guest belongings during the COVID-19 pandemic.
- I have a wedding and reception booked at your hotel. What is expected of my guests? Do you allow unvaccinated guests attend my wedding ceremony only?
Yes, we currently allow all guests to our hotels and resorts, regardless of their vaccination status.
- I am attending an event at your hotel. Do I need to wear masks inside the event?
Yes, face masks must be worn inside the event. You and your guests may remove your face masks during food service while seated at your assigned tables. When standing or walking around, a face mask must be worn.
- How long are the health and safety measures going to last?
At present, the nature of how the pandemic will progress still remains unclear. As we continue to closely follow the latest guidance from the local government and health authorities, we will ensure that our comprehensive health and safety protocols continue to meet the highest of standards, and adhere to all new requirements.
- How do I know if my reservation is confirmed?
A reservation confirmation email with a booking confirmation number will be sent to the registered email once the booking is confirmed. In certain cases, such as during high occupancy or peak periods, a booking confirmation number will be delivered over the phone, followed by an email at a later date.
Booking confirmation is only valid subject to payment being received by the hotel within 24 hours. Otherwise, booking will be released without prior notification after 24 hours.
- Why is the hotel not bookable although the calendar is not crossed?
On some days, especially on high frequented and festive dates (Christmas, Hari Raya, Chinese New Year etc.), it may happen that the hotel has to be booked with a minimum length of stay. Some special rates and packages also require a minimum stay. In these cases, please try different arrival or departure dates or contact the resort directly.
- Where can I see the booking conditions?
The booking conditions will be shown in the booking process under every rate. You will also find them in your booking confirmation email.
- Why did I not receive a booking confirmation?
In very rare cases, it may happen that you do not receive a booking confirmation due to technical issues, although you preceded the booking until the end and the amount has been reserved on your credit card. In this case, please contact our Reservations team here, who will retrieve your booking and resend the booking confirmation.
- Can I cancel only certain parts of my reservation (for example one of the two booked rooms)?
If you wish to cancel a part of your reservation, please contact the hotel directly. Cancellation charges may apply, subject to our cancellation policy.
- What are promotion codes and how to use them?
A promotion code is a special key that allows guests to access confidential rates. To use it, simply go to “Book Now" section in Lexis Suites Penang website and input the promotion code directly under the “Add Code" box.
- What happens if my plans change and I forget to change or cancel my reservation?
Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night’s room charge and tax, billed to the credit card supplied during the reservation process. A penalty fee will be charged in the event of no show, as stated in our Terms and Conditions. Cancellation policies are displayed during the reservation confirmation process and are also listed in the booking confirmation email you receive upon confirming your reservation.
- What are your cancellation policies?
Should there be a change in your travel plans, kindly inform us in advance. All direct bookings made through our official websites with our Best Flexible Rate can be cancelled/amended without any charges until 14 days before the check-in date. Cancellations/Amendments made less than 14 days before the check-in date will have no refund.
Our promotion rates do not permit any changes or cancellation, the same applies for reservations made through booking.com or other similar websites.
COVID-19 Update: In this uncertain time, we will endeavour to provide all guests the convenience and flexibility of modifying their traveling periods. Please reach out to our agents via email for a consultation. If you have booked through a travel agent, online booking platform or other third parties, you may contact the respective booking provider directly for assistance.
- Am I eligible for a special rate in your hotel?
Yes. We offer promotions and special rates year-round and they are updated regularly on our Offers page.
- How old must I be to reserve a room?
Generally, the minimum age to reserve a room at Lexis Suites Penang is 18 years old. A person of the minimum age requirement must be present at check-in and become a registered guest in the room.
- I made a reservation with my travel agent/online booking platform and have questions regarding policies or cancellations.
Adjusted terms and conditions may be applicable to your reservation. We kindly advise you to contact your travel agent/your online booking platform’s customer service agents regarding your reservation.
- How can I book a group stay?
Any booking of 10 rooms or more is considered a group and must be reserved via a member of our Sales Team. Please contact our Sales Office by calling +603 2082 0333 or by emailing here and one of our team members would be delighted to assist you.
- I’m having trouble making an online reservation. Is there a number I can call for help?
In case any issues arise during the reservation process, please call our Reservations Team at +603 2083 0933.
- Who can I contact about changes to an existing reservation?
Please contact our reservations team via email or +603 2083 0933 for assistance with existing reservations.
- Can I make a reservation for myself using someone’s else credit card?
Yes, you can, but only if you have the cardholder's permission. In this case, when making your reservation, please note the cardholder’s name and confirm that you have permission to use their card.
Please be aware that the hotel may also require further authorization from the cardholder. In the case of no-shows/late cancellations, any penalties will be charged to the card provided.
- Can I make a reservation without a credit card?
A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the hotel unless the hotel requires prepayment or a deposit prior to your arrival. Prepayment, deposit and cancellation requirements will be stated during the online confirmation process as well as in your booking confirmation email.
- I booked through a third-party, is everything pre-paid?
In most cases, rooms and taxes are pre-paid on third party reservations but guests are still responsible for any applicable incidental deposit upon check-in.
- Where can I find room descriptions?
Descriptions of the different room types can be viewed on our Rooms & Suites page or during the online room reservation process.
- What is the room rate? What taxes and/or additional charges apply?
Room rates and availability are displayed on our Rooms & Suites page during the online reservation process. The total rate, including additional charges and taxes, appears in your reservation summary. Rates displayed do not include charges for special requests.
- How will I know if the room I have selected is available?
Upon selecting your desired check-in and check-out dates during the online reservation process, only available room types will appear and are selectable.
- How many persons are allowed to stay in a room?
Maximum number of occupants allowed is four persons per room. Additional person(s) must be declared and registered at the Front Desk upon check-in. Any additional person(s) above the maximum number of occupants as per hotel policy is chargeable at the discretion of the Hotel.
- We have children; can we get extra beds/cribs in the room?
Extra beds and rollaway beds are not available in the resort. However, children below 13 years old stay for free using the existing bedding configuration. Cribs and infant tubs are available upon request but are subject to availability.
- Will I be guaranteed that my room will have the view or location I requested?
When making a reservation online, you can select a specific room type. Lexis Suites Penang is committed to accommodating room type preferences and requests. Occasionally, the number of requests received exceeds what is available. If this happens, every effort will be made to meet your room preferences.
- Can I choose a specific room online?
No. You can choose a specific room type but exact rooms are assigned only upon check-in and are subject to availability.
- Upon arrival, can I upgrade my room?
Yes, you may request for a room upgrade during check-in, additional costs apply and are subject to room availability.
- Do you have connecting rooms?
We do not have the option of connecting rooms. However, adjoining rooms can be requested upon arrival and are subject to availability.
- What type of beds are offered?
We offer king sized beds in all our rooms.
- Does my room come with a pool or steam room?
All of our rooms come equipped with its own private pool and steam room, providing unparalleled luxury and privacy to guests.
- Can I have extra toothbrush sets in my room?
All of our rooms come with amenities for 2 persons. Additional amenities including towels and personal items such as shower caps, shampoo, shower gel, toothbrushes, toothpaste, are chargeable at RM25 nett per person.
- What does the pricing include?
All the facilities listed under room or rate type are included in the price. You can see if breakfast or anything else, such as taxes, are included by clicking your selected rate or room.
Rates are confirmed in MYR, based on the exchange rate used by the resort and are subject to exchange rate fluctuations.
- Are the prices shown on your website per person or per room?
Our prices are the total amount you will pay per room, per night and based on the maximum number of occupants allowed per room. The initial price displayed is the average rate for the total of your stay. To find out more about pricing, please click your selected room type under the rate that you would like to book.
- How do I get the best deal?
When booking direct at www.lexissuitespenang.com, we guarantee that you enjoy the best available room rates with an additional 10% exclusive discount once you sign up and unlock our Book Direct Benefits. For additional information, please visit our Unlock Book Direct Benefits page.
- What credit cards do you accept?
We accept the following cards:
- American Express
- I am entering my credit card details. When will I be charged?
All reservations require full payment for the entire duration of stay, and prepayment is to be made at the time of booking. Payment will be charged to the credit card provided and is non-refundable. If the credit card provided cannot be charged or is declined, the Resort reserves the rights to void the booking even though a confirmation has been issued.
Credit card charges are subject to additional currency conversions by banks or credit card companies, which are not within the resort’s control and may impact the total amount charged to your credit card.
- Why do I need to give my credit card details?
A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the hotel unless the hotel requires prepayment or a deposit prior to your arrival. Your credit card will only be charged if you have requested a prepaid room or in accordance with our cancellation policy.
- Do I have to pay a deposit with my credit card?
Please note that upon check-in, you will be requested to make a deposit for incidental expenses, such as food, beverages, spa treatments and other services, that may incur during your stay by a valid credit card pre-authorization at RM200 per villa per night.
- Are my credit card details safe?
In accordance with the Personal Data Protection Act 2010 (PDPA), we are committed to ensure the privacy of your information. The details you provide is relayed over a secured server and will be used for business services only.
- Do you accept mobile online payment systems?
We accept ALIPAY (支付宝) and WeChat Pay (微信支付) online payment systems at our resort. All consumption bills can be charged to your room number, and be paid via the mobile online payment system at the front desk during check-out.
- I will not be going anymore. Can my friend use the booking?
Yes, this may be done simply by changing of the name of the reservation. Contact the resort as soon as possible to do this, or else the resort reserves the right to refuse check in.
- What do I need to bring to be able to check-in?
A valid form of government issued identification is required to check-in along with a valid form of payment, such as a major credit card. The cardholder’s name and details are to match the details of the guest checking in. Government issued identifications include driver license, passport or IC.
For e-vouchers redemption, a print out of the redeemed e-voucher must be presented upon check-in.
For bank transfers or cash deposits, a copy of the payment slip must be sent to the Hotel via fax or e-mail with the booking reference number for record purposes. Kindly present the original copy of the payment slip as proof of payment upon check-in at the hotel.
In addition to this, you will also need to show your risk status on MySejahtera upon check-in. Guests who are COVID-19 positive with “High Risk” status and under Home Surveillance Order (HSO) will be denied entry to our hotel.
- If the reservation is under my name, can someone else check-in on my behalf?
To ensure customers’ safety and accuracy, we suggest calling our Reservations Team at +603 2083 0933 or email ahead to inform us of any changes in your reservations. For someone to be able to check-in on your behalf, they must be at least 18 years of age and must be in the system as an authorized guest. A deposit for the full stay will also be collected at check-in.
- I will be arriving earlier/later than the stated check-in time. Can I still check-in?
Standard check-in time is at 3:00pm. Request for early check-in is subject to availability. Every guest is welcome to explore our resort while we store your luggage until your room is ready for check-in.
- I want to check-out after the stated check-out time. What should I do?
Standard check-out time is at 11:00am. A late check-out can only be arranged with the resort and is subject to availability. You can inquire on the probability at the front desk upon arrival. A nominal charge may apply for late check-out.
- How do I check-out?
Guests may either settle their bill the night before their check-out or go directly to the front office by 11:00am to finalise their accounts.
- Can I have my luggage sent to my room once I reach your resort?
Our bellmen are always available at your service. You can drop off your bags to the bellmen before check-in at the main lobby, and your bags will be delivered to your room at no additional charge.
- Is your hotel pet-friendly?
No, pets are not allowed within our guest rooms and the resort’s compound.
- Do you allow smoking at your hotel?
Lexis Suites Penang is a smoke-free five-star resort. Non-smoking guests can now enjoy an ultra-fresh smoke-free environment in all the hotel rooms, restaurants and public areas. Guests who wish to smoke may do so at the pool area in their own rooms.
Persons who smoke in smoking-prohibited areas can be fined RM10,000 or jailed up to two years by the Malaysian government. While guests who are found smoking in enclosed areas of their rooms will be subject to a cleaning fee.
- Can I cook or bring outside food to my room?
Our hotel rooms are not designed for in-room cooking. Please refrain from using any electrical or cooking appliances that can potentially cause a fire hazard. Cooking in the rooms and bringing outside food, durians and mangosteens are also strictly prohibited at the resort.
- Are there items you do not allow guests to bring to their rooms?
In addition to external cooking devices and outside food, we do not permit any firearms, weapons, explosive devices and drugs. Guests who bring such items will be turned away from our resort.
- Are hoverboards, skateboards or similar items allowed?
In the interest of the safety of our guests, the use of hoverboards, skateboards and similar items is not allowed anywhere within our resort property.
- Can I fly my drone at your hotel? What are your rules regarding flying drone there?
For the privacy and safety of our guests, the unauthorized operation of aerial mechanical devices such as drones that fly, hover or suspend from ground level is strictly prohibited in the resort premises.
This prohibition on drone use extends to any drones launched or operated from the resort, as well as drones launched from any property outside of the resort boundaries; used for any purpose whatsoever, whether for commercial or personal use, including but not exclusive to still photography, filming or videotaping. Unless written authorization from the Management is obtained for the purpose of marketing or promotion.
Any violation of this policy may result in confiscation of the equipment. Violators may be liable for any damages, including but not limited to, physical or personal injuries, property damage and/or violations of privacy.
- Can I film or conduct photoshoots at your hotel?
Commercial photography or video shoots is strictly not permitted without expressed written authorization from the hotel management. Guests may however shoot non-commercial photography or video for their own personal use (with no professional equipment and lighting) in their rooms or on the resort’s ground, but must respect the privacy and well-being of other guests in the area.
Requests to use any area of the hotel as a location for commercial photoshoots or filming, as well as special occasion/wedding shoots should be directed to our Marketing department via email. All commercial photography/videography requests will be reviewed and approved based on occupancy, availability and content.
Kindly note that unauthorized professional photographers/videographers who are not guests of the resort will be asked to leave the resort immediately.
- Can I make special requests?
The hotel staff will do their best to accommodate your requests. However, such requests are subject to availability at the time of your check-in to the resort.
- Do you have a dress code?
Cotton or lightweight clothing is suitable at our resort. It is preferred to avoid immodest clothing at our public areas and restaurants, and to abide by our strict swimwear policy at our public pools.
- Can I use the emergency staircases?
Except in emergency situations, please refrain from using the emergency staircases, going up to the roof or entering areas where there are machineries or other areas where guests and visitors are not permitted. Otherwise, you will be charged for any damage to the resort’s property caused by you or your guests.
- What is your tipping policy?
All tips and gratuities are included in the service charge taxes of your booking. Additional gratuities are most welcome by our staff should their services exceed your expectations.
- Can I still use the hotel facilities once I’ve checked out?
Yes, there are many facilities that can be used on the day you check out. All guests are welcomed to dine in at our restaurants and enjoy the activities that are available at their own cost.
COVID-19 Update: Some of our facilities and activities are currently closed until further notice.
- How can I provide feedback on my stay?
We welcome all feedback. After your stay, please feel free to provide us a review on our TripAdvisor page, Facebook page or Google Reviews page.
- If I lose my key card, my key card does not work or I need additional key cards, what do I need to do?
In the event that your key card does not work or is lost, please contact the Front Desk for a new or updated key.
- Do you provide Wi-Fi service?
Complimentary Wi-Fi services are available at our public spaces, restaurants and rooms in the resort.
- Is drinking water provided?
We provide 2 complimentary bottles of drinking water to guests in their rooms. Coffee & tea-making facilities are also provided in every room.
- Are there any wheelchairs provided?
Wheelchairs are available only for first aid purposes in case of an accident. Our rooms, restaurants and lobbies are wheelchair friendly. Most areas within the resort are flat by nature, so it will not be difficult to move around in a wheelchair. We will also do our utmost best to accommodate and accompany guests with special needs.
- Is housekeeping available at the hotel?
Yes, rooms are serviced daily.
- Is laundry service available?
Yes, with great pleasure we offer laundry service on request. There is a laundry bag and printed form with directions placed in the closet of your room for this purpose.
- What amenities are included in the rooms?
Tea and coffee-making facilities, air-conditioning, bespoke bath amenities, electrical safe, hot/cold showers, flat-screen TV, mini bar, complimentary bottles of water, hairdryer, bath-robes, slippers, and “Room to Reception” dialing are all standard amenities.
COVID-19 Update: We have temporarily removed some high-touch items in guest rooms including throw pillows, bed runners, bathrobes and slippers, with best hygiene practices in mind.
- Do you have international adaptors?
Yes, we can provide international adaptors upon request, subject to availability. Please call the Reception desk to place your request.
- Is there a swimming pool?
We have a public swimming pool. Do not leave young children unattended. Please note that we have no lifeguards on duty and usage of the pool is at your own risk. The pools are open from 7:00am until 10:00pm daily. Guests can also enjoy their very own private pool in the comfort of their own rooms.
COVID-19 Update: Public pool remains closed until further notice. Guests will be notified of the services available prior to arrival.
- Are there towels provided?
Towels are provided in our rooms. In order to help us conserve the environment, towels will not be changed daily during your stay at the resort. Should you need more towels or require a change of towels, please feel free to contact our Housekeeping desk. These towels are to be used exclusively in the rooms only. If you need towels for outside use, beach towels are available at our public pool area.
- Are lifeguards on duty?
No, we do not have lifeguards on duty at our public pool. Although we will try to keep an eye on things, the sole responsibility for your safety as well as that of your children and guests still lies on you. Be vigilant and use your best judgment. We recommend that you swim with a buddy at all times.
- How can I plan a special event?
Our resort offers several idyllic venues perfect for weddings, special occasions, meetings and incentive events. Our Hibiscus Grand Ballroom is equipped with state-of-the-art audio-visual facilities and can cater up to 38 banquet tables or 380 guests, and 600 persons theatre style.
We also have several function rooms that are ideal for business and press conferences, seminars and meetings. There is also a VIP holding room for the comfort and privacy of important guests and dignitaries. If you require an LCD projector, flip charts, speakers, microphones, paper, pencils, and drinking water while using our event spaces and meeting rooms, prior reservations must be made.
For all your event planning needs, feel free to contact us at +604-628 2888 or email us here.
- Can I host my wedding at your hotel?
Lexis Suites Penang provides a breathtaking backdrop for an unforgettable wedding celebration with your family and friends. Each wedding we host enjoys unparalleled personalised attention to ensure you get the wedding of your dreams.
For all your wedding planning needs, feel free to contact us at +604-628 2888 or email us here.
- Is there a secure place to keep valuables?
In-room electronic safes are included in all rooms for your use and convenience. Kindly note that our resort is not liable for unattended personal belongings or valuable items left in public areas or unsecured in your rooms.
- Do you have a concierge service?
Yes, our concierge desk strives to offer you an exceptional hospitality experience. They will be your first point of contact for any questions that you may have, offering you assistance in coordinating on-site and off-site services. Our concierge desk is available from 7:00am to 11:00pm.
- How do I request for special arrangements for celebrations and special occasions?
Let us know about your special occasion and we will be happy to curate a custom experience for you. In-room decorations can be arranged, and wine, champagne, flowers, cakes and other amenities can be purchased to be placed in your room. For enquiries, please contact the Reservations team at this email or +603 2083 0933.
COVID-19 Update: We do not permit any special decoration by third parties until further notice in order to maintain best hygiene practices. A cleaning fee of RM150 nett will be imposed if any unauthorized decorations are set-up in the room, including but not limited to balloons, confetti, banners etc.
- What kind of items do you sell at your lobby shop inside the resort?
We have local confectionery, clothing, souvenirs and original goods.
COVID-19 Update: Our lobby shop is currently closed until further notice.
- I left something at your resort, can you help me find it?
If you forget something on site, we can get them back to you within approximately one month, if it is found. There is a minimum fee for this service plus the cost of shipping. The actual fee may vary according to delivery charges and your location. When you contact us in regard to your lost item, we will require a shipping address and credit card information for payment.
- Where can I eat?
A delectable array of dining experiences awaits you at Lexis Suites Penang. Roselle Coffee House and UMI Japanese Restaurant offer an extensive range of cuisines including Japanese, local and international favourites. You can also choose from a delicious array of menu including buffet, ala carte and set menu options. Don’t forget to enquire on the latest promotions for great tasting treats and a good saving.
There is also Sky Terrace, an open-air concept dining space, where guests will be able to unwind and enjoy the remarkable view from way up high.
Please note that food and beverages purchased outside the resort are not permitted.
COVID-19 Update: Operating hours for restaurants are changed. Roselle Coffee House is open daily for ala carte from 11am to 11pm; and for buffet breakfast daily from 6:30am to 10:30am. UMI Japanese Restaurant, meanwhile is open on Fridays to Sundays for ala carte dining at 12pm to 3pm; and 6pm to 11pm. On Sundays, buffet lunch is available from 12pm to 3pm.
It is recommended to check with the Front Desk on the latest opening hours.
- Do you serve buffet in your hotel?
Yes, we do. We serve both buffet breakfast and lunch.
Our buffet breakfast which boasts local, international cuisine is served daily at our all-day dining restaurant, Roselle Coffee House, from 6.30am to 10.30am. Selections include hard-boiled eggs, assorted croissants and pastries, fresh fruits, assorted cereals, assorted yoghurts, nasi lemak, congee, roti canai, fresh juices, a selection of international coffees and teas and more. The buffet breakfast is priced at RM60 nett for adults and RM35 nett for children.
Guests who prefer Japanese cuisine can treat themselves to a delicious Japanese buffet lunch at UMI Japanese Restaurant on Sundays from 12pm to 3pm. The buffet lunch is priced at RM138 nett for adults, RM90 nett for seniors (aged 60 years and above) and RM40 nett for children (aged 7 to 12 years).
- Is breakfast included with my stay?
Breakfast for two is included in all standard and package night stays.
- Do you offer vegetarian dining options or cater to special dietary needs?
We serve an extensive menu to suit all taste buds and dietary needs. If you have any food allergy or dietary restrictions, please inform our resort ahead of time or at check-in, so we can better assist you.
- Is your food halal?
Yes. As Malaysia is an Islamic country, all of our restaurants feature halal cuisine.
- Do your restaurants serve alcohol?
In accordance with the local government guidelines, we do not serve alcohol in our restaurants which are operational during the day time except our bars. Head to our signature bar, Satellite Restaurant & Bar for a breathtaking view of the sea and surrounding township while enjoying your alcoholic beverages.
- Do you offer premium branded spirits?
Yes. Cocktails made with international and national premium branded spirits are yours to enjoy at our bars. A variety of specialty spirits and bottles, such as champagnes and first-rate wines are available for purchase.
COVID-19 Update: Satellite Restaurant & Bar opens on Tuesdays to Thursdays, from 4pm to 12am, and on Fridays to Sundays from 4pm to 1am.
- Are there age requirements for entering bars on the hotel?
Yes, you must be 18 years of age or older to enter our bar.
- Is there room service?
Yes. Room service is available daily 24 hours.
- Are there any restaurants open late at night?
Our restaurants close at 11pm.
- What type of outdoor activities are available at your hotel?
Lexis Suites Penang offers a variety of enjoyable outdoor recreational activities such as Sepak Takraw, Beach Volleyball and Mini Futsal. We also offer an island-hopping boat ride, where you will be able to experience the serene pace of life on Pulau Aman and witness the stunning natural rock formations surrounding the remote island Pulau Kendi.
For further information, contact our Guest Services team.
COVID-19 Update: All outdoor recreational activities and island-hopping boat rides are currently unavailable until further notice.
- Do you have kid-friendly activities?
Yes, absolutely! Children will love Kidz World, our dedicated kids club. Visually stimulating, Kidz World is a fun enclosed playground where toddlers will have great fun with their friends while exploring a range of activities designed to introduce them to new experiences.
Children can also enjoy a variety of arcade games at our Games Room or sing to their heart’s content at Starz Karaoke.
COVID-19 Update: Kidz World, Games Room and Starz Karaoke are closed until further notice.
- I want to keep up my fitness routine whilst on holiday. Does the resort have a gym? If so, what kind of equipment does it have? What are the hours?
Yes. Our gym offers free weights, medicine balls, weight-training machines and cardiovascular machines including cross-trainers and treadmills. Our gym operates daily from 7am to 9pm, with a sauna room available right next door.
COVID-19 Update: Gym is closed until further notice.
- During my vacation, I’d like to enjoy some relaxing face and body treatments. Do you have a spa?
Our resort features our signature spa - LexSpa, where you can indulge in a wide variety of wellness rituals, face and body treatments and relaxing massages, all performed by an expert team of massage therapists and beauticians. The spa is opened from 10:00am to 10:00pm daily. Only guests paying for spa treatments can access the spa. Advance reservations for the spa are strongly recommended to ensure availability.
- What if I am late for my spa appointment?
If you must reschedule or cancel your appointment, please notify the spa at least 12 hours before your scheduled appointment to avoid being charged.
- What about payment for spa services?
All major credit cards and cash with proper identification are accepted. Spa services can also be charged to your hotel bill. For your convenience, payment is accepted prior to treatments at the time of check-in.
Please present discounts, gift vouchers and gift certificates at the time services are rendered. Discounts do not apply to spa packages, promotions, special events or holidays.
COVID-19 Update: Our spa is closed until further notice.
- Do you have live music?
We have live music most weekend nights at Satellite Restaurant & Bar.
COVID-19 Update: All live entertainment is currently not available.
- How can I arrange tours and excursions outside the hotel?
You may schedule tours, activities and other services upon arrival at our Concierge desk.
- What attractions are nearby? What is the best way to get there from the resort?
Whether you’re a history buff, architecture lover, gastronomical gourmand or culture enthusiast, Penang has much to offer you during your stay at Lexis Suites Penang.
Some of the key attractions of Penang include the Bukit Mertajam Recreational Forest, Made In Penang Interactive Museum, Penang War Museum, Penang Floating Mosque, Penang Wonderfood Museum, Penang Hill, P. Ramlee’s House, Pinang Peranakan Mansion, Cheong Fatt Tze Mansion, Chew Jetty, Kek Lok Si Temple, Escape Adventure Theme Park and Batu Ferringhi.
Please contact our Concierge desk to find out how to get to these attractions.
- Where is the hotel located? Is it near the airport?
The resort is located 4.8km or a 10 minutes’ drive from Penang International Airport. It is located right next to a yellow bus terminal building and facing the local school SJK (C) Yang Cheng.
- How do I get to the hotel by public transportation?
You can reach our resort via the public bus - Rapid Penang. The nearest bus stop at Jalan Teluk Kumbar is served by Rapid Penang bus no. 308, 401 and 401E. Alternatively, you can hire an e-hailing service like Grab Car.
- Is parking available at the hotel?
Yes, we offer guest-only free parking.
- How can I find out if the hotel offers a shuttle service to the airport and how do I book it?
The resort offers shuttle service at an additional charge. Once you have made your reservation, you can arrange the airport shuttle directly with our Concierge desk. The resort’s contact information is listed in your booking confirmation email. Please remember to have your flight details ready.
- Can I charter a car for a day?
Yes, you can. Advance reservation is required and rates vary according to the car type and destination. Please check with our Concierge desk to find out more.
- When is the best time to travel to Lexis Suites Penang?
Lexis Suites Penang is enjoyable all year long. Penang experiences a tropical climate throughout the year, where it is generally warm and humid, and rains heavily between August and November. However, the preferred time to visit is between mid-November to mid-February, when the climate is fairly cool which is conducive for sightseeing. Temperature ranges between 20°C to 30°C.
- Is a visa required to travel to your hotel?
Many visitors do not need a visa to visit Malaysia and are exempted when visiting for holidays or social purposes, however it would be prudent and responsible to check before travelling. For more information, kindly visit the official portal of Immigration Department of Malaysia.
- Do you recommend any specific vaccination before travelling?
When readying yourself for any tropical journey, you will want to be up-to-date with immunizations and routine vaccinations. Your doctor or health care provider will determine what you will need depending on factors such as your health and immunization history, areas of the country you are visiting and planned activities.
If you have a medical condition, be sure to inform your personal doctor of your travel plans. Lastly, make sure you pack adequate supplies of your prescription medicines to last for your entire trip, and keep them in their original prescription bottles in your carry-on luggage.
- How do I contact you?
Telephone: +604 628 2888 (Hotel)
Reservations: +603 2083 0933
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Lexis Suites Penang,
28, Jalan Teluk Kumbar,
11920 Bayan Lepas, Pulau Pinang,
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