Important Security Alert: Protecting Your Travel Peace of Mind

We have become aware of sophisticated fraudulent communications targeting hotel guests. These scams can appear highly convincing and may arrive via WhatsApp, SMS, email, or phone calls. Please remember that a sender knowing your name, booking reference, or stay dates does not prove their identity is genuine.

To safeguard your information, please keep the following security guidelines in mind:
 

• Verify the Channel: Communicate with us exclusively through our official websites, verified email addresses, and official hotel telephone numbers.
   
• Keep Codes Confidential: Lexis Hotel Group will never ask for your password, One-Time Password (OTP), verification codes, or full credit card details through unsolicited messages or calls.
   
• No Payments via WhatsApp: We do not send payment or booking confirmation links via WhatsApp. If you receive a payment request through WhatsApp or any unexpected messaging app, do not proceed with the payment.
   
• Check Account Names: Lexis will never ask you to transfer funds to a personal or individually named bank account.

Recognising Suspicious Requests

Please exercise extreme caution if you receive a request demanding any of the following:
 

• High-Pressure Payments: Demands for unexpected bank transfers or immediate payments under the threat of losing your booking or cancellation.
   
• Sensitive Data Requests: Requests to share or confirm your credit/debit card details, banking credentials, passwords, or One-Time Passwords (OTPs).
   
• Unfamiliar Actions: Instructions to open external payment links, download apps or attachments, or provide additional personal data.

Our Advice: NEVER click on suspicious links, download unknown files, or share personal information until you have independently verified the request with our team.

Verifying Your Booking and Payment

To ensure your transactions remain secure, please follow these steps before making any reservation-related payments:
 

• Verify Independently: Confirm the payment request directly with your hotel using the contact details published on our official website. Always open the website independently in a new browser window — never rely on links or contact information provided in a suspicious message.
   
• Review Your Booking Terms: Deposits, prepayments, cancellation fees, and refunds are strictly subject to the terms and conditions of your original booking. Please review these terms or contact our team directly if you require clarification.
   
• Third-Party Bookings: If you reserved your stay through a travel agent or online booking platform, manage your changes through their official app or website. Crucially, always verify unexpected payment requests directly with the hotel, even if the message appears within a third-party platform’s chat system.

Reporting a Suspected Scam

If you encounter a suspicious message or believe you have been targeted by a scam, please take immediate action:
 

1. Cease All Contact: Discontinue communication with the suspected sender immediately and do not process any further payments.
    
2. Preserve the Evidence: Retain the original message, screenshots, sender’s phone number or email address, transaction records, and links provided. Save these information safely without clicking on any unverified links or downloading attachments.
    
3. Alert the Hotel: Report the incident directly through our official channels. Your details are vital to our ongoing security investigations. For your privacy, do not include passwords, OTPs, or full credit card numbers in your report.
    
4. Contact Financial Institution and Relevant Authorities: If you have shared sensitive information or transferred funds, contact your bank or card issuer immediately. For suspected online financial fraud in Malaysia, call the National Scam Response Centre (NSRC) at 997 immediately to initiate a rapid account freeze, and lodge a formal police report.

Safeguarding Your Personal Data

We are deeply committed to protecting your privacy and managing your personal data with absolute integrity. In compliance with data protection standards, our official Privacy Policy details how your information is gathered, used, managed, and shared securely. It also provides clear instructions on how to submit a privacy enquiry or update your records.

How to Manage your Privacy:
 

• Review the Policy: Always refer to the official Privacy Policy published directly on our main web domains.
   
• Contact Our DPO: For dedicated personal data concerns, account updates, or compliance enquiries, reach out to our Group Data Protection Officer at dpo@lexis.my.

Your Comfort and Well-Being Guide During Your Stay

Enjoy your Lexis experience with confidence by following our standard guest safety and comfort measures:
 

1. Register All Guests: Provide valid identification for everyone staying in your room during check-in, in accordance with applicable hotel and resort safety requirements.
    
2. Locate Emergency Exits: Take a brief moment to review the evacuation instructions behind your room door and be sure to locate the nearest fire exits.
    
3. Supervise Little Ones: Maintain direct supervision of children around high-risk areas, including balconies, open waterfront decks, and our signature private pools.
    
4. Lock Doors and Use Safes: Always ensure your door is securely latched when you’re inside or leaving your room. Store valuable items in the in-room safe and notify the Front Desk immediately if your room keycard is lost or misplaced.
    
5. Flag Dietary and Access Needs: Coordinate with our team regarding dietary restrictions or accessibility requirements well ahead of arrival, and re-confirm with restaurant staff before placing orders.

Emergency Protocols: In the event of an emergency, call the Front Desk using your room phone for immediate support. For broader civil emergencies in Malaysia, dial 999 for emergency services and inform our security desk immediately.

Our Official Websites and Telephone Numbers

To ensure you are communicating directly with us, please utilise only the verified digital domains and contact numbers listed below. These official platforms provide secure access to reservation teams, verified email addresses, and our latest property details.
 

General Inquiries: 
For corporate or group matters, please correspond via lexis@lexis.my. For active bookings, please reach out to the specific hotel or resort directly.

A Final Security Reminder: 
When in doubt, always pause and verify. Contact your hotel directly using the verified information above before routing any financial payments or sharing personal information.

View Official Contact Details