Policy Page

Disclaimer: The information contained in this website is for general information purposes only. The information is provided by The Sultan Hotel Pte. Ltd. and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of The Sultan Hotel Pte. Ltd.. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, The Sultan Hotel Pte. Ltd. takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Last Updated: 11 November 2025

Booking Policy

This is a non-exhaustive list of general booking policies upheld by The Sultan Hotel Pte. Ltd.. Should you require any clarification on terms not stated here, please contact us directly. The Hotel reserves the right to add to, alter or amend any of the above terms, conditions and rules as and when it deems necessary.

  • Website reservations with a 24-hour Cancellation/ Modification policy will require cancellations or modifications be performed by 12:00pm the day before original arrival date to avoid a penalty equivalent to the first night's room rate. Promotional rates are non-refundable/ modifiable.

  • All unguaranteed requests are strictly subject to room availability at the point of check-in. Priority will be extended to direct bookings.

  • Children below the age of 7 can stay for free on existing bedding in all Signature category room types. Limited baby cots are available on a complimentary, advance reservation-required basis. We do not offer extra beds at The Sultan.

  • The Sultan does not offer extra beds. 

  • Reservations are for the guest specified on the booking and cannot be sold or transferred without express permission from the hotel. If an individual is found to have attempted to resell a hotel booking (regardless of success) with an intention to profit from the transaction, the Hotel will proceed to immediately cancel the booking without notice or compensation to the booker. The booking channel utilized will also be notified accordingly.

  • Lower rate refers to a lower price for the same room type on the same dates under the same booking conditions (including date booked, applicable cancellation policy, breakfast-inclusion, etc.). Any application of 3rd party credits, loyalty points, vouchers, etc. to the rate will render the claim null and void.

    We do not guarantee availability or rate of a room type while a price guarantee claim is being processed. We highly recommend that you confirm a reservation with us before proceeding to make a price guarantee claim to hold your room and rate.

  • In the case of cancellation or modifications to reservations made through sources other than directly with the Hotel or the Hotel website, the Hotel recommends that guests first contact their source of booking for assistance before approaching Hotel to ensure appropriate application of policies.

Accommodation Policy

This is a non-exhaustive list of general accommodation policies upheld by The Sultan Hotel Pte. Ltd.. Should you require any clarification on terms not stated here, please contact us directly. The Hotel reserves the right to add to, alter or amend any of the above terms, conditions and rules as and when it deems necessary.

  • Standard Check-In time is 2:00pm.

    Standard Check-Out time is 12:00pm.

    Early check-in and late check-out is strictly subject to room availability. Priority will be extended to direct bookings.
    For Guaranteed Early check-in or Guaranteed Late check-out, advance reservation at a fee is strictly required.
    Please write in to us to ascertain cost and availability.

  • Guests below the age of 18 must be accompanied by a parent, legal guardian, or individual with documented approval by a parent or legal guardian. Unaccompanied minor(s) cannot check in by themselves.

  • Hotel Licensing Regulations require that all guests be registered with the Front Office. All guests must present either passport or Singapore NRIC upon check-in. Any and all unregistered guests risk eviction without notice or compensation.

  • Smoking, gambling, durians, marking decorations, open flames and usage of appliances with incorrect voltage or power supply are forbidden in all guest rooms. Penalties as determined by the hotel will apply.

  • The hotel upholds a strict zero tolerance policy towards commotion, excessive noise and parties. Any person found to be on our premises creating excessive noise, having a party, exceeding the numbers of permitted guests or otherwise causing a disturbance will be requested to leave the hotel without notice or compensation.

  • Should any action by a guest, may it be towards our staff or otherwise, be deemed inappropriate by the Hotel, or if any inappropriate behaviour is brought to our attention, the Hotel reserves the right, after the allegations have been investigated, to take action against the guest which may result in, but not limited to, being asked to leave without notice or compensation.

  • Non-perishable lost & Found items will be kept for a maximum of 2 weeks, after which they will be destroyed. Perishable items such as food items will only be kept for a maximum of 3 days and will be destroyed thereafter.

  • The hotel will collect a refundable deposit equivalent to SGD 100.00 per room to cover incidental charges and/ or penalties incurred by the guest during the course of stay.

Privacy Policy

The Sultan Hotel Pte. Ltd. respects your concerns regarding privacy and understands that you may have questions about how this website collects and uses the information that we provide to you. We have prepared this statement (“statement”) to inform you of the privacy principles that governs this website.

This statement contains numerous general and technical details about the steps we take to respect your privacy concerns. We have organised the statement by major areas so that you can quickly access the information of most interest to you.

  • Visitors who browse this website do so on an anonymous basis. We have not configured this website to collect any information from your computer without your input. This means that, unless you voluntarily and knowingly provide us with information, we will not know your identity, your e-mail address, or any other information identifiable to you.

  • When we need to collect personally identifiable information from you to provide you with a particular service, we will ask you to voluntarily supply us with the information we need. For example, if you would like to make a reservation at our hotel or purchase a gift certificate, we will ask you for information such as name, address, telephone number, email address, credit card number and room preference to process your reservation. The personally identifiable information you provide to us for making a reservation is made available to our hotel for the purpose of meeting your reservation request. We will use your email address to send a confirmation and, if necessary, might use the other information to contact you for help in processing the reservation. After making a reservation or completing your stay at one of our hotel, unless you tell us otherwise, the information you provide will be used by us for the marketing of The Sultan Hotel Pte. Ltd. hotels and other related The Sultan Hotel Pte. Ltd. products. The Sultan Hotel Pte. Ltd. may use the services of third-party company for sending electronic mailers for the sole purpose of promotion and communication.

    We may also ask you to fill out an online customer survey, to obtain your suggestions or comments about your use of The Sultan Hotel Pte. Ltd. services, or for similar purposes. It is your sole discretion if you wish to provide such information.

  • This website is not intended for children and we do not knowingly solicit or collect personally identifiable information from children. If we do present information regarding the The Sultan Hotel Pte. Ltd.’s children’s facilities on this site it is for the reference of adults that are interested in activities at our location for children.

  • We treat the information you provide to us as confidential information, it is, accordingly, subject to our company’s security procedures and policies regarding protection and use of confidential information. When we ask you for credit card data it is transferred over a Secured Sockets Layer (SSL) line provided you are using a SSL-enabled browser. We also use SSL on other pages where you would enter personally identifiable information. This ensures that your information is encrypted as it travels over the internet. This secure mode is enabled before any such information is transmitted from your computer. You will know you are in secure mode when the padlock or key icon in the lower right-hand or left-hand corner of the computer screen appears in the locked position. In addition, when accessing a secure server, the first characters of the site address will change from “http” to “https.”

    After information reaches The Sultan Hotel Pte. Ltd., it is stored on a secure server that resides behind firewalls designed to block unauthorized access. Information collected on this website is covered by this privacy statement is generally processed and stored in Singapore.

  • The Sultan Hotel Pte. Ltd. does use the services of third parties, such as fulfillment houses, e-mail service providers, mail houses, internet booking engine providers, internet payment gateway companies as well as such entities and marketing companies that provide varied services for The Sultan Hotel Pte. Ltd.. These parties are contractually prohibited from using personally identifiable information for any purpose other than for the purpose The Sultan Hotel Pte. Ltd. specifies. We do provide non-personally identifiable information to certain service providers for their use on an aggregated basis for the purpose of performing their contractual obligations to us. We prohibit the sale or transfer of personally identifiable information to entities outside of The Sultan Hotel Pte. Ltd. for any non-The Sultan Hotel Pte. Ltd. use without your approval.

  • Our website makes only limited use of “cookie” technology. “Cookies” are strings of text that a website transmits to a user’s computer. Cookies enable a website to keep track of a user’s preferences and activities relating to that website. Our website creates a temporary cookie for each visit in order to facilitate your visit. Our cookies expire automatically after you leave our website. These cookies transmit no information about you or your computer back to The Sultan Hotel Pte. Ltd.

  • It is our intention to only send you email communications that will be useful to you and that you want to receive. At your sole choice, you may join the e-newsletter by providing your name, email address and birthday on our website. We will periodically contact you via email and provide information about The Sultan Hotel Pte. Ltd. special offers and promotions that may be of interest to you. We use a third party e-mail service provider to send emails. This service provider is prohibited from using your email address for any purpose other than to send The Sultan Hotel Pte. Ltd. related emails. If you do not wish to receive email with updates and information please unsubscribe in our website. In addition, every time you receive an email about special offers or promotions you will be provided the choice to opt-out of future emails.

  • The Sultan Hotel Pte. Ltd. is only responsible for the privacy statement and content of this website. We are not responsible for the privacy practices or the use of cookies on websites that you have accessed this website from and to other websites that you may access from this website.

  • This website is owned and managed by The Sultan Hotel Pte. Ltd. in Singapore and is therefore governed by the laws of Singapore and you further agree to submit to the exclusive jurisdiction of the Singapore courts.

    The Sultan Hotel Pte. Ltd. will disclose personally identifiable information without your permission when required by law, or in good faith belief that such action is necessary to investigate or protect against harmful activities to The Sultan Hotel Pte. Ltd., guests, visitors, employees, or property (including this site), or to others.

  • In the future, we may need to change this privacy statement. All changes will be made here so that you will always know what information we gather, how we might use that information and whether we will disclose it to anyone. For your information, this statement was last updated on 10 November 2025.