Reservation Terms & Conditions



This website is operated by Holiday Tours & Travel Sdn Bhd (Company No. 197501001345 (23070-H) KPK/LN 0424 IATA 20300394). This website is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, making legitimate reservations, or otherwise conducting business with travel suppliers, and for no other purposes. The terms “we,” “us,” “our,” “T’ROKA,” and/or “Holiday Tours” refer to Holiday Tours & Travel Sdn Bhd. The ter “you” refers to the customer visiting the website and/or booking a reservation through us on this website, or through our customer service agents.

This website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the “Ters of Use” or “Agreement”). Please read the Terms of Use carefully. By accessing or using this website, booking any travel products or services on this website, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or make bookings through this website or our call center agents. T’ROKA and/or Holiday Tours may, at any time, change these Terms of Use, and your continued use of this website is conditioned upon the acceptance of the updated Terms of Use.

The Services offered by Holiday Tours & Travel Sdn Bhd (“Holiday Tours”), as defined below, can only be used by customers who have first read these General Ters and Conditions and accepted them unconditionally by clicking on the appropriate box provided for the purpose. It is not possible to proceed with the booking process without this acceptance. Customers undertake to fulfill the obligations contained within these terms and conditions. The agreement between the Customer and T’ROKA and/or Holiday Tours comes into force as soon as T’ROKA and/or Holiday Tours provides written confirmation of a booking to the customer by email.

Customers are deemed to have read, understood, and accepted the following and should save and/or print a copy of these terms and conditions for future reference when making a booking.


The default currency on the website is the Malaysian Ringgit (MYR). Payment through the payment gateway will be processed and charged in Malaysian Ringgit. Prices in other currencies are indicative and subject to the exchange rate applied by your bank, along with any transaction fees determined by the bank or other agency processing the transaction. This means the amount shown on your credit or debit card statement may differ from the amount displayed when making your reservations on this website. If you have any questions about these fees or the exchange rate applied to your booking, please contact your bank or credit card issuer.


A reservation will be confirmed upon receipt of your booking fees (please refer to the chart below), and the booking/s is/are subject to flight/tour availability. The booking fee is considered a part of your final payment.

The balance or full payment must be made 14 days prior to departure. Failure to comply with this requirement may result in an automatic cancellation of your reservation and forfeiture of your deposit.

Please note* that all bookings and purchases shall be conducted in Malaysian Ringgit (MYR) based on the exchange rate on the date of the transaction. Any foreign currency booking or purchase shall be converted to MYR on the date of the transaction.

Services Purchase Booking Fee Balance Payment
Air tickets Full payment
Trafalgar/Contiki 46 days or more, MYR 1000 except for South America MYR 5000 Full payment within 45 days
Club Med package Full payment
International cruises As per respective cruise company’s guidelines As per respective cruise company’s guidelines
T’ROKA And/Or Holiday Tours Packages
North America & South America MYR 1000 Full payment upon confirmation
Maldives/Mauritius/South Africa/Middle East MYR 1000
Australia/New Zealand MYR 500
Asia Tours MYR 300
Domestic Packages 10% of tour fare
Sports Packages Full payment
Theme park admission passes/Show tickets Full payment
Hotel 7 days & above: One night room charge Less than 7 days: Full payment


No service fees shall be charged for self-service bookings made on the website. A service fee of MYR 30 per booking will be applied if assistance is required from our support team to make bookings online. For booking add-ons such as baggage and seating, a service fee of MYR 15 per person per transaction will be levied.

For the travel planning service, a consultation fee of MYR 150 per booking will be charged. This fee is intended to compensate for the time taken by our reservations team to research and plan your travel. If you choose to proceed with making reservations through us, the consultation fee will be applied as part payment for your reservations.


Reservations must be made in the guest’s name exactly as it is displayed on the passport. Generally, name changes are not allowed. Guests will be asked to present their passport or ID at the time of check-in. If the name on the reservations does not match the name on the passenger’s passport/ID, the guest will be required to create a new reservation.


Confirmation of a booking includes essential elements such as the description of the service booked and the price, which will be sent to the customer by email. If the customer does not receive a confirmation email within 24 hours of placing the booking, they should contact the customer support team.

It is expressly agreed that data stored in the information systems of T’ROKA and/or Holiday Tours and/or its suppliers shall constitute proof regarding the bookings made by the customer. Data stored in computers or electronic media is valid proof and shall be acceptable under the same conditions and with the same evidential value as a physical written document.

Here’s a proofread version of the provided text:


Cancellation and/or amendment to reservations must be made directly with T’ROKA and/or Holiday Tours.


The company reserves the right to cancel the tour due to insufficient passengers or uncontrolled factors that do not allow the safe conduct of a tour or the delivery of services as described in the itinerary. These factors may include acts of God, war, transportation or other forms of strike, civil strike, pandemic, endemic, and orders from the Government of Malaysia and/or other countries.

The company shall recommend alternative tours, preferably to the same destination or other similar tours. If you decide not to accept the alternative tour, the company shall endeavor to refund all monies paid in full, subject at all times to the company’s partner’s refund policy. In the event of cancellation due to insufficient passengers or the inability to secure seats or accommodation, the company shall refund the amount you have paid.

The company and/or associated agents reserve the right to alter or modify itineraries, travel arrangements, and hotel accommodations with or without prior notice, as necessary, or withdraw the services of an accompanying tour manager due to circumstances beyond the operators’ control.


In the event the passenger decides to cancel his/her tour or travel booking, the booking fee paid by the passenger shall be transferred to other tours arranged by the company, as requested by the passenger.

However, if the passenger has made a full payment toward the tour or travel fee, the company shall refund the said payment in full, subject at all times to penalty charges imposed by the company.

If the customer does not present himself/herself at the departure of the trip, refunds will only be due to the customer in line with the rules and restrictions of the applicable suppliers, as notified in the booking process.

We reserve the right to cancel your booking if payment is deemed suspicious by the bank or if full payment is not received in a timely fashion.


If, after making the booking, the customer wishes to make changes to the trip regarding the date of travel, destination, starting location of the trip, accommodation, or means of transport, the customer should contact the Customer Support Team for assistance.

Bookings can be modified, subject to availability. Changing the entire booking will be treated as a cancellation and will be subject to cancellation charges. You may cancel your booking at any time, and cancellations must be made in writing to avoid any misunderstanding. No amendments may be made within 7 working days prior to the departure date. An administrative fee will be imposed, as provided in the table below:

A fee may be imposed by the applicable supplier in the event of a change to a booking. T’ROKA and/or Holiday Tours’ administration fee will apply in addition to any fees imposed by the supplier. Please refer to the table below for the specific fees applicable.


Services Purchase Amendment Fee Cancellation Fee
Air tickets name change is not permitted MYR 60 plus airlines’ penalty charges and fare difference if any MYR 100 handling fee + airline charges (which may subject to the additional fees for cancellation, no-show, changes, penalties, and other related charges imposed by the airlines.)
Trafalgar/Contiki USD75 per change Refer to terms & conditions as stated in the brochure
Club Med package Not permitted
International Cruises As per respective cruise company’s guidelines As per respective cruise company’s guidelines
T’ROKA And/Or Holiday Tours Packages
North America & South America MYR 50 + price/package difference Full payment upon confirmation
Maldives/Mauritius/South Africa/Middle East
Australia/New Zealand
Asia tours
Domestic packages MYR 30 + price/package difference
Sports packages Not permitted Non-refundable
Theme park admission passes/Show tickets


Airline schedules and local conditions may necessitate changes in sightseeing, hotels, and routings. Should such changes occur, the company will, whenever possible, make alternative arrangements of a similar standard.


It is the passenger’s responsibility to ensure their travel documents and necessary visas are in order. The company will provide advice on the required documentation.

As a guideline, you must possess an international passport or other recognised travel documents valid for at least six (6) months from the date of departure from the last destination on your itinerary. You must also have the necessary visas, vaccinations, and health certificates as required by the various government authorities of the countries to be visited. The company will assist you, when possible, in obtaining the necessary visas. Service charges and visa fees will be borne by the passengers. Visa approval is subject to the sole discretion of the respective country’s Immigration Department/Home Office.

If, for any reason, your visa application or necessary exit permit is rejected, the relevant cancellation charges, as per the cancellation charges table above, shall apply.

The company cannot be held responsible or liable for any expenses, reimbursements, or refunds of tour prices if any passenger is refused entry by any country on the tour for any reason, including a lack of the necessary visa.


In the event of a refund due to cancellation or changes to the booking, refunds will only be due to the customer in line with the rules and restrictions of the applicable suppliers as notified in the booking process.

No refund can be made in respect of accommodation, meals, sightseeing tours, transport, or any other services, which are included in the tour fares and not utilised by the tour member.

Refunds will only be made after T’ROKA and/or Holiday Tours received the refunds amount from supplier. Customers should note that refunds from the supplier may take up to 6 months.

All refunds shall depend on the exchange rate at the point of refund. Upon receiving the refunds from the supplier, the amount (after deductions of administration fee) will be transferred back via the same payment mode of the original booking.


Unless otherwise stated by the customer, it is assumed that the customer requires the least expensive services. Such services (e.g. “economy class”) may be provided without any possibility of modification or cancellation. In such cases, the services cannot be provided in a different manner or at a different time or place to those contracted.


The customer is responsible for complying with the instructions of the airline and/or tour operator, particularly regarding flight check-in times. In particular, the customer acknowledges and agrees that:


T’ROKA and/or Holiday Tours may offer customers the opportunity to book a combination of two one-way tickets instead of a return ticket. Combined one-way tickets may provide a greater choice of flights, are often more cost-effective, and can be booked on the same airline or on different airlines.

Unlike roundtrip tickets, each one-way ticket is subject to its own set of rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g., cancellation or rescheduling) that leads a customer to make changes to the other flight, the customer will be responsible for any fees incurred for making changes to the unaffected flight.


You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and others), are in order, and that you meet any other foreign entry requirements. T’ROKA and/or Holiday Tours has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.

Health: Recommended inoculations for travel may change, and you should consult your doctor for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. For medical advice regarding your journey, please contact your doctor.

Disinfection: Countries reserve the right to disinfect aircraft if there is a perceived threat to public health, agriculture, or the environment. The World Health Organisation and the International Civil Aviation Organisation have approved the following disinfection procedures: spray the aircraft cabin with an aerosolised insecticide while passengers are on board or treat the aircraft’s interior surfaces with a residual insecticide while passengers are not on board.

Some overseas countries have an immigration requirement that a customer’s passport is valid for a minimum period after the customer enters that country, typically 6 months. If a customer’s passport is in its final year of validity, the customer is advised to confirm the requirements of the destination before making final travel plans. The name on the passport must match the name on the ticket; otherwise, the customer may not be able to travel, and insurance may be invalid.

For information on visa requirements, customers are advised to contact the embassy of the country they propose to visit.

Please note: It can often take some time to obtain a visa, so customers are advised to apply in advance. Requirements may change, and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.

Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. T’ROKA and/or Holiday Tours urges passengers to review any travel prohibitions, warnings, announcements, and advisories issued by Wisma Putra prior to booking travel to international destinations.


The flight routes offered may include special fares which offer the best price but do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey; however, stops may be made en route for refuelling or to let passengers on and/or off. Details of any stops will be provided during the booking process and are clearly identified both on the website and on a customer’s email confirmation.

Frequent flyer miles accrual or class upgrades may not be applicable when booking flights through the website.


Airlines reserve the right to assess an additional charge at the time of check-in for additional pieces of luggage, overweight, or for non-standard luggage. Examples of non-standard luggage include, but are not limited to, the following: Sporting goods and equipment (e.g. golf clubs and skis), tools, musical instrument cases, trunks, large portfolios, boxes, car seats, animal carriers (an animal handling charge may apply).


The Customer is reminded that an airline’s liability for death, personal injury, and other damages is normally limited by national law, by an international air transport treaty, or by the airline’s own Rules and Restrictions, including their conditions of carriage.


An electronic ticket is a ticket with no physical form. When using this type of ticket, the Customer must go to the check-in desk of the airline concerned and show a valid travel document (passport, visa, identity card, etc.) to obtain their boarding card. The Customer must strictly observe the times for checking in.


Customers are advised that in some cases, flights booked with one airline may be operated by another airline (codeshare or wet-lease). Advance seat reservations, online check-in, earning and redeeming frequent flyer miles may not be available for these flights.


If an airline cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a Customer’s stopover or destination point, or causes a Customer to miss a connecting flight on which a Customer holds a reservation, the Customer may be entitled to certain remedies from the airline.


Accommodation may be offered separately or as part of a package holiday. The services are subject to the rules and restrictions of the suppliers offering the accommodation, which will be made available before booking. The rules and restrictions may include limitations and/or charges for cancellation and/or fees imposed by the suppliers.

All hotel bookings will require that a customer’s credit card is charged for the full payment upon reservation. Prices shown on the website do not include any fees or charges for optional supplements, such as minibar snacks or telephone calls.

If a customer does not show for the first night of the reservation and plans to check in for subsequent nights in the reservation, the customer must confirm the reservation changes with T’ROKA and/or Holiday Tours no later than the original date of check-in to prevent cancellation of the entire reservation. If the customer does not confirm the reservation changes with T’ROKA and/or Holiday Tours, the entire reservation may be canceled, and refunds will only be due to the customer in accordance with the rules and restrictions of the applicable supplier, as notified in the booking process.

Any customer who does not cancel or change their reservation before the cancellation policy period applicable to the hotel, which varies by the hotel, prior to the date of arrival, will be subject to the charges outlined in the rules and restrictions for the hotel reservation. Customers should note that some hotels do not permit changes to or cancellations of reservations after they are made, and these restrictions are indicated in the rules and restrictions for the hotel reservation.


The customer is reminded that, in general, rooms are only available from 1500 hours and must be vacated by 1100 hours, regardless of the time of arrival or departure or the means of transport used.

Single rooms generally have one bed, and a supplement is often payable for these rooms. Double rooms usually have either two single beds or one double bed.


Star ratings are only a general guide. You should be aware that these are not necessarily the official local ratings, and that standards can vary between hotels and accommodations of the same class in different countries, and even within the same country. Different countries have different standards; a 3-star hotel in one country is not necessarily equivalent to a 3-star hotel in another.


While we endeavor to ensure that property images and descriptions of amenities and facilities displayed on T’ROKA and/or Holiday Tours are accurate and up-to-date representations of the properties, we cannot guarantee this to always be the case, as we obtain this information from our Travel Suppliers. The images and information are provided to give a general ‘feel’ for the hotel.

Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed, or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots.


It is possible that, from time to time, particular activities offered by the suppliers that are shown in the description of the accommodation on the website are canceled, for example, as a result of weather conditions or other reasons beyond the supplier’s reasonable control, during out-of-season stays, or if the required number of participants for the activity is not achieved.

Regarding sightseeing, the sequence of the various tourist attractions is shown only as an indication. This can be changed by the suppliers.”


If meals are part of an accommodation package, the number of meals depends on the number of overnight stays. Full board normally includes breakfast, lunch, and dinner. Half board normally includes breakfast and either lunch or dinner, depending on the package. The accommodation, which includes main meals, generally commences with dinner on the day of arrival at the hotel and terminates with breakfast (on half board) or lunch (on full board) on the day of departure. If one or more meals cannot be taken, no refunds will be made.

The customer is reminded that, unless specified otherwise on the website, drinks are not included with meals. If drinking water is not available, the customer will bear the cost of buying it themselves.

Parents are advised to bring special food for their baby with them, as this is not always available locally.


The local authorities in certain countries may impose additional taxes (tourist tax, etc.), which generally have to be paid locally. The customer is exclusively responsible for paying such additional taxes. The amount of taxes can change between booking and stay dates. In the event that taxes have increased as of your stay date, you will be liable to pay taxes at the new higher rate.


Car hire services are offered separately or as part of a package holiday. These services are subject to the rules and restrictions of the car rental companies.

For reservations of ‘Supplier Special Rate’ offerings, the supplier will provide the use of the car directly to customers, and T’ROKA and/or Holiday Tours acts merely as an intermediary in the transaction. T’ROKA and/or Holiday Tours, acting on behalf of the supplier, will collect the price of the car hire from customers. However, the amount payable by customers may not be the full contractual price for this rental; T’ROKA and/or Holiday Tours may, at its discretion, make a contribution on behalf of a customer to the rates payable for booking car hire. In these cases, the rates displayed on the website reflect the total price less any contribution by T’ROKA and/or Holiday Tours and show the amount payable by customers. In the event of any permitted refund, customers shall not be entitled to a refund of more than the amount actually paid by them.


The customer making the booking must present a credit card when collecting the vehicle. Debit cards are not accepted, and the customer must check which credit cards are accepted by the supplier.

The supplier may submit an authorisation request to the credit card company during the period of car hire by way of a deposit. The customer must, therefore, contact his/her credit card company to ensure the payment card limit is suitable for this purpose.

If the customer does not comply with the terms set out above, the Supplier will not make the vehicle available, and the full price of car hire will be charged.


Additional charges may be payable locally, such as refueling, additional driver charges, young driver surcharge, and delivery and collection fees. The customer acknowledges that in no event shall T’ROKA, Holiday Tours, and/or suppliers be liable for such additional charges as detailed or otherwise.

An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the supplier and country of rental. Purchase of optional insurance locally (called super CDW or super TP) will remove/reduce the excess applicable. The customer acknowledges that in no event shall T’ROKA, Holiday Tours, and/or suppliers be liable for such excess or provision of additional insurance as detailed or otherwise.

Petrol is not usually included in the hire tariff. For the hire of vehicles in certain countries, such as the United States of America, certain suppliers automatically add charges for filling the fuel tank when the vehicle is returned. In addition, certain suppliers charge a supplement if snow tyres are used.

Unless agreed otherwise, the customer must return the vehicle to the branch of the supplier from which it was collected. If the customer does not comply with this, the suppliers may charge a one-way supplement.

Child seats are available on request and are payable locally.


Drivers must usually be aged between 21 and 65, although this can vary between Suppliers and from country to country. It is the Customer’s responsibility to check this with the Supplier. Additional charges may also apply if any driver is aged below 30.

All drivers must produce a full valid driving license for the category of vehicle rented when taking delivery of the hire car. The driving license must be held for at least one year (although, again, this may vary between Suppliers as well as from country to country), and an international driving license may be required. Customers should check the Rules and Restrictions of the Supplier offering the car hire for details of all applicable criteria for booking car hire.

The Customer is reminded that some Suppliers do not permit the rented vehicle to be used outside the country in which it has been rented.

No refunds shall be given in relation to non-utilised rental days.


The prices on the website do not include travel insurance. The Customer is therefore advised to take out insurance that covers the consequences of certain cases of cancellation and that also provides cover for certain special risks such as the cost of repatriation in the event of an accident or illness. It is the Customer’s responsibility to ensure any insurance policy taken out is adequate to cover their requirements.

The risks covered by these policies, as well as the cost and the amount of cover, are shown on the website only for the purpose of illustration. In the event that a policy is bought, the insurer will send the policy to the Customer. Claims must be submitted directly to the insurance company in accordance with the terms and conditions of the policy.

Non-Malaysia residents are not eligible to take out the travel insurance coverage offered on the website.


Prices shown are correct at the time of publication information, and the Price List forms part of the brochure and webpage. The prices are subject to change due to an increase in airfares, exchange rates, other transport costs, hotel rates, government tax, etc., and therefore, the company reserves the right to increase prices accordingly without notice.


The company reserves the right to cancel or withdraw any itinerary, or any bookings made for a client or decline to accept or retain any person as a member of a tour if any such person may appear likely to endanger the health, safety, or impair the comfort and enjoyment of others on the tour. The company further reserves the right to cancel this reservation.

If for any other reason, any carrier, hotel, or other contractor refuses to allow the participant/participants to participate in the tours, the company’s sole liability shall be to refund to the passenger any monies paid, less the amounts for the services already utilised, administration, cancellation fees, and other deductions in compliance with the partner’s terms and conditions on a refund.


The company and its associated agents act only as agents for the passengers and the transportation companies such as airlines, car rental companies, coach companies, accommodation companies, entertainment and meal suppliers, and other principals involved in this tour and/or service. All tickets, vouchers, and documents under which such transportation and other services are provided.


The information, software, products, and services provided by Holiday Tours & Travel may include typographical errors. Wholesalers, airlines, hotels, and other suppliers providing travel or other services for Holiday Tours & Travel are independent contractors and not agents or employees of Holiday Tours & Travel. Accordingly, Holiday Tours & Travel shall not be liable for acts, errors, omissions, representations, warranties, breaches, or negligence of any such persons or for any personal injuries, death, property damage, or other damages or expenses resulting from acts or omissions occasioned by the aforesaid.

Holiday Tours & Travel shall make no refund or compensation in the event of any delay, cancellation, overbooking, strike, force majeure, pandemic, endemic, or other causes beyond the direct control of Holiday Tours & Travel and shall have no responsibility for any additional expense, omissions, delays, re-routing, or acts of any Government or State authority.

In no event shall Holiday Tours & Travel and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of contract or in tort whatsoever and howsoever arising.

All claims against the company must be made in writing within 30 days after the completion of the tour.


The company and its agents and representatives are not responsible and expressly exclude liability for any injury, illness, damage, loss, delay, accident, or irregularities that may be caused to a person or property, and all bookings are subject to the usual terms and conditions and contracts of the owner or operator of the services involved. The transportation companies shall be exempted from all liability in respect of any detention, delay, loss, danger, sickness, or injury caused and of whatever kind occurring to the passengers at any time while the passengers are not on board a carrier or conveyance used or operated by the transportation companies or firms. The company does not accept any liability in contract or in tort for any injury, damage, loss, delay, additional expenses, or inconvenience caused directly or indirectly by events that are beyond its control or not preventable by reasonable diligence on its part, including but not limited to war, civil disturbances, fire, floods, unusually severe weather, acts of God, acts of the government or any authorities, accidents to or failure of machinery or equipment, or industrial action.

All claims against the company must be made in writing within 30 days after the completion of the tour.

All disputes, if any, will be subject to the Malaysian Court of Law.

All terms and conditions mentioned above cannot be altered or waived, and inquiries pertaining to this document may be made to T’ROKA and/or Holiday Tours & Travel Legal Department.

The company shall advise and, if needed, assist you with regard to any claims against any party in your tour. Holiday Tours & Travel Sdn Bhd shall ensure that the collection, use, and disclosure of your personal data are consistent with the Personal Data Protection Act 2010 (‘PDPA’). It is acknowledged that personal data collected and processed is obtained voluntarily and with your consent.

Please read our Privacy Policy at

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