Welcome to TANCO RESORTS BERHAD




Membership Highlights :: Liaison Committee :: Frequently Asked Questions ::

How many points are utilised per night?
It all depends on the unit request made by the member:
1. Type - number of occupancy
2. Season - High, low or medium, weekends or weekdays
3. Location - seaside, town area or urban
4. Demand - very high or low demand

You can refer to the details in the points chart /membership guide.

How many persons can one unit accommodate?
Occupancy varies from one resort to another and is also based on the occupancy rate of the resort.

How do I make a reservation?
Once you have decided where and when you wish to travel, you need to contact our Customer Care Professionals in the following:

Telephone number: 03-2093 3030 ext 2000-2005
Fax number: 03-2092 1851
E-mail memberelation@tancoresorts.com
Online Reservation: www.etanco.net
Website http://www.tancoresorts.com

What are the operating hours for Member Relations Department?
Member Relations Department open from 9am-7pm (Mondays to Fridays) & 9am-5pm (Saturdays) and closed on Sundays and Public Holidays.

How much notice do I need to give to make booking?
You are advised to plan your holidays in advance, especially during the peak season. The period required depends on the season and the location you want. All the units are based on availability and on a first-come first-served basis.

Under what circumstances am I unable to secure a booking?
You will be unable to secure any booking if:
1. The resort you require during the period is fully booked,
2 .Your points are not sufficient for the planned resort.

How will I know my reservation is confirmed?
Upon confirmation, a reservation confirmation number will be given and a reservation confirmation letter will be faxed or posted to you.
"Please insist on a reservation confirmation number. "

When do I receive my confirmation letter?
You should receive your confirmation letter within a week from the day you booked, failing which you should contact Member Relations Officer for assistance.

Can I make a reservation using the next year's entitlement?
You cannot make reservations for the current anniversary year using the next year's entitlement, in accordance with the prospectus.

How do I cancel my reservation?
You can cancel your reservation by contacting Member Relations Officer and require to fill up the cancellation form.

Is there any penalty for cancelling?
Once you have made a reservation, it is considered that the points have been utilised & are deducted from your points balance for the particular anniversary year.

The points may be re-credited in your account subject to the following provisions:

(a)	For reservations made & cancelled 31 days and more before check in date, all of the points utilised shall be re-credited in full.

(b)	For reservations made & cancelled 21 to 30 days before check in date, 25% of the points utilised shall be deducted.

(c)	For reservations made & cancelled 15 to 20 days before check in date, 50% of the points utilised shall be deducted.

(d)	For reservations made & cancelled 14 days or less before check in date, all the points will be forfeited.

Do I need to bring any documents with me for check-in?
Please bring your confirmation letter and membership card when you check-in.

What is the standard check-in and check-out time?
The standard check-in time is 2pm and check-out time is 12noon.

Is there a security deposit?
A security deposit of RM 200 is required upon check-in & will be refunded if there is no loss or damage.

What is Spacebanking?
Spacebanking is the action of converting vouchers into week(s) in RCI. This is done when a member intends to travel through RCI.

How do I know how many vouchers to spacebank?
Please consult our Member Relations Officer who will advise you based on your available points..

How do I spacebank?
Please contact our Member Relations Officer to assist you in depositing your points.

How will I know that my week has been deposited?
You will receive a Spacebank Acknowledgement Card from RCI within two weeks of spacebanking.

Is spacebanking free?
Spacebanking is free, however the maintenance fee must be up to date. When making a reservation request, you must pay an exchange fee. (see RCI)

How long is my converted week valid for?
The converted week is valid for two years.

After depositing my week(s), can I withdraw them and use them in Tanco?
No, week(s) transferred to RCI cannot be withdrawn. (However, you can use your week in Tanco’s participating RCI resorts provided you pay the exchange fees and reservations are made through RCI).

How do I make RCI reservations?
First you must have week(s) deposited in RCI (this is done by contacting Customer Care and giving instruction to deposit your week). You can then contact RCI through their toll free number 1-800-18-1121 and make reservations.