FAQ

Questions, questions! Take a look at the commonly-asked questions below. If you can't find what you are looking for, feel free to email us at caratel@therucksackgroup.com
 


FAQ

Questions, questions! Take a look at the commonly-asked questions below. If you can't find what you are looking for, feel free to email us at caratel@therucksackgroup.com

ROOM RATES, AMENITIES AND POLICIES

  • What time is check in/out?

    Check-in is from 3PM onwards and check-out is before 12PM.
    *All non-guaranteed room will be held till 6pm unless informed prior to arrival.

  • Can I check-in early or check-out later?

    Requests for early check-in & late check-out will be subjected to availability. Exceeding check-out time without notifying the front desk in advance can result in extra charges, including, but not limited to, late check-out fees of RM50 per hour and/or an extra night's charges being applied to your bill.

  • What is your cancellation policy?

    You must cancel at least 72 hours prior to arrival to avoid incurring the cost of one night’s room. Any room that is booked on a promotional rate has a no refund policy; any cancellation, modification or in the case of no-show, the full amount of the reservation will be charged.

  • Do you offer free internet or Wi-Fi in the room?

    Yes, free internet access is available throughout the hotel.

  • Is breakfast included in the room rate?

    Breakfast is complimentary and it is served daily from 8:00am till 10:00am.
    Monday-Friday: Continental breakfast
    Saturday and Sunday: Continental breakfast with local noodle soup

  • Is housekeeping included in the room rate?

    Yes, it is. In fact, we will be cleaning your rooms daily, but if you wish to reuse your linens and towels and help us contribute to saving the earth, kindly inform the front desk.

  • Will there be any surcharge payable upon check in?

    Yes. With effect from September 1, 2017, hotel guests will be subjected to a Tourism Tax of MYR10 per room per night of stay as determined and imposed by the Malaysian Government, which has not been included in the reservation and will be collected by the hotel upon check in. Malaysian Nationals and Permanent Residents holding MyPR card are exempted.

  • Can I smoke in the room?

    We have a no-smoking policy in our hotel rooms and facilities. Please note that e-cigs, vapors, hookahs etc. fall under our non-smoking policy. Cleaning fees of up to RM500 will be applied to smoking in areas that are non-smoking. You may, however, smoke at designated areas indicated at the hotel, contact our crew for location information regarding designated smoking areas.

FACILITIES AND SERVICES

  • Can I direct mail or packages to The Rucksack Caratel during my stay?

    You sure can. However, do email us at caratel@therucksackgroup.com to let us know in advance when the mail or package is expected to arrive. Please note that we cannot take responsibility for any lost mail or packages.

  • Can I use another party’s authorised credit card to pay for my room?

    Yes, you may do so on our direct booking engine. However, we may require you to present the credit card upon check in for verification purposes.

  • Can I store my luggage at the front desk?

    Yes, you can. Just register with us at the front desk.

  • Where can I park my car?

    There are 7 parking lots available within the compound and it is on a first-come, first-served basis. However, should they be taken up, public lots are also easily accessible within walking distance. Nearby public lots are located in front of Dutch Cemetery, TM Point, Tenaga Nasional Berhad and Police Station. Parking coupons are available for sale at our reception.

  • Can I bring my pets along?

    We are sorry, pets are not allowed on property, with the exception of assistance animals (those needed to assist the physically challenged). You would need to inform us in advance for such request.

  • Are there any washing machines available?

    There aren’t any washing machines, but we do provide third party laundry service at own cost. Please refer to the reception on the charges.

  • How do I get around Melaka? Can I hire a taxi if I don’t want to walk around?

    Easily. You can rent a bicycle for RM 10 for an entire day. Taxis are also plentiful, and we can help to hail one for you. Alternatively, you may use Uber to get around too!

LOCATION, ATTRACTIONS & GETTING HERE

  • Where is The Rucksack Caratel – Garden Wing located?

    Our hotel is centrally located in Melaka. We are nestled just behind the verdant Melaka Sultanate Palace on Jalan Banda Kaba, which is just 5 minutes from Melaka’s historic areas including Jonker Street as well as the newer shopping areas of Dataran Pahlawan.

  • How do I get to where the hotel is located from the Airport/Train Station/Bus Terminal/the Highway?

    Airport – The closest airport to Melaka is the Melaka International Airport, which currently only serves domestic routes in addition to the odd regional city in Indonesia. From the airport, the only way to reach the hotel is by car.

    Train station – The closest Train Station to Melaka is in the town of Tampin, approximately an hour away. The best way to reach Melaka and the hotel from the station is to hail a taxi from the station.

    Bus Terminal – The Melaka Sentral Bus Terminal is located approximately 8 minutes’ drive from our hotel. Once you arrive at the bus terminal, you may hop onto any available taxis and inform the driver to drop you at The Rucksack Caratel. The taxi ride will cost approximately MYR25.

    Highway – If you’re driving down to Melaka, follow the signs that say Pusat Bandaraya, which is the City Centre. Depending on traffic, it will take you around 30 to 40 minutes to get to The Rucksack Caratel. For a detailed walkthrough, please download the PDF HERE For general directions to our hotel from in and around Melaka town, please refer to the ‘Getting Around’ page and follow the instructions indicated on the real-time map. Alternatively, you may download a PDF version of our location map, also available on the ‘Getting Around’ page, for reference.

  • What is there to see and do near the hotel?

    There is a whole host of attractions within 5 minutes of the hotel, whether on foot or by car, bicycle or taxi. Have a look at our ‘Getting Around’ page for some suggestions and inspiration.

If you are travelling in groups of more than 10, or have any other questions about our hotel, facilities or services, feel free to contact us at: caratel@therucksackgroup.com or +60 6-292 2107

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