FAQ

  1. How to purchase (E-Voucher)
    1. Choose your product(s)
      Select the quantity of the products required and add to cart.
    2. Check Out
      Prior to finalising the purchase, you are required to register for an account. Once registered, you may complete your purchase.
    3. Choose Delivery Option
      You can buy the item(s) for yourself or send as a gift for someone else. Each purchase will be sent to the delivery address you have chosen. Choose and specify delivery option including the date and time of delivery.
    4. Make Your Payment
      Enter your payment details via Fiserv secure online payment gateway to complete the purchase. Once it is successful you will be redirected back to the website and will see the following message: “Thank you. Your purchase has been successful”.
    5. Items Received
      You will instantly receive an email upon success of purchase. If you have chosen to send the item(s) to an address, it will be sent on the delivery date you have specified.
  2. How to order (Food)
    1. Choose your product(s)
      Select the quantity of the products required and add to cart.
    2. Check-Out
    3. For those who have never purchased or registered on this website before, you are required to register for an account. For those who have registered before, you may proceed to login to your account.
    4. Please choose your takeaway option:
      Please choose delivery or self-pickup.
    5. Make Your Payment
      Enter your payment details via Fiserv secure online payment gateway to complete the purchase. Once it is successful, you will be directed back to the website and will see the following message: "Thank you. Your purchase has been successful".
  3. Where is the Self-Pickup area?
    4. The self-Pickup counter will be located at the Shang Shack.
    Q.
    Is there a limit as to how many vouchers I can buy?
    A.
    We do not have a maximum limit per order.
    Q.
    I have tried to order using my debit and credit card and neither work. Why could this be?
    A.
    Please check that the name on the order is the same as the registered card holder. If not, the card will not be accepted.
    Q.
    The digital vouchers I ordered have not arrived. What should I do?
    A.
    Please contact our F&B Service Centre at 60 4 8888 788 or email: [email protected] (Mon-Fri, 11am-6pm).
    Q.
    My card has been declined.
    A.
    Please contact your bank.
    Q.
    I did not get a confirmation email for my order. Why is that?
    A.
    Please contact our F&B Service Centre at 60 4 8888 788 or email: [email protected](Mon-Fri, 11am-6pm).
    Q.
    I have lost or damaged my vouchers. Can you replace them?
    A.
    We cannot replace lost or damaged vouchers. If you as the purchaser of the voucher have lost the printed copy, you can always re-print the same voucher through www.shangri-la-penang-specials. Please login and then go to My Account and click My Voucher. We cannot replace vouchers if they have been redeemed unknowingly.
    Q.
    I am having trouble viewing the website.
    A.
    If you are having trouble viewing the site on your web browser, you should update to the most recent version of Chrome for the best viewing experience.
  4. What hygiene standards are practiced by the restaurant/hotel?
    1. Shangri-La Rasa Sayang is certified ISO 22000 by International Certification of Management Systems
    2. The hotel adheres to the Shangri-La Food Safety Management System (SFSMS) to ensure the highest level of standards in food sanitation
    3. The hotel has a dedicated food hygienist to ensure food safety hygiene standards are monitored and kept up to date, and hotels are audited yearly to verify implementation and compliance with Shangri-La’s Food Safety policies.
    4. All steps in the food operation process are addressed from the supply chain and selection of ingredients through to the serving of the food to the customer.
    5. All qualified food handlers are required to go through food safety training and test bi-annually
    6. All qualified food handlers are subject to attend an annual medical check-up
  5. Part of my order is missing.
    6. Please contact our F&B Service Centre at 60 4 8888 788 or email: [email protected] (Monday to Friday, 11:00am – 6:00pm).
    Q.
    How do I redeem a voucher?
    A.
    To redeem a voucher, you must first make a reservation by contact our F&B Service Centre at 60 4 8888 788 and then show the voucher to the restaurant personnel for them to scan the QR code for verification. The voucher’s validity must not have expired upon redemption.
    Q.
    What if I forget to bring/print the voucher?
    A.
    You can access the voucher via email and show to our restaurant/outlet personnel.
    Q.
    Which restaurant/outlets can I redeem the voucher at?
    A.
    You can redeem the vouchers at Spice Market Café and Pinang Restaurant & Bar at Shangri-La Rasa Sayang, Penang.
    Q.
    When will my voucher expire?
    A.
    The expiry date of your voucher will be 6 months from the date of purchase.
    Q.
    Part of my order is missing.
    A.
    Please contact our F&B Service Centre at +60 4 8888 788 or email: [email protected] (Monday to Friday, 11:00am – 6:00pm).
    Q.
    Can I use multiple digital vouchers for a single bill?
    A.
    Yes, you can.
    Q.
    Can I use the voucher after the expiry date?
    A.
    No.
    Q.
    Is there a return policy?
    A.
    No. Once a voucher is purchased, it cannot be returned or refunded under any circumstances.
    Q.
    What if my dining bill costs LESS than the value of my voucher?
    A.
    The remaining unused value will be forfeited.
    Q.
    What if my dining bill costs MORE than the value of my voucher?
    A.
    You can use your voucher to settle part of your bill. The outstanding balance can be paid by a debit card, credit card or cash.
Shangri-La Rasa Sayang, Penang
Address : Batu Feringgi Beach, Penang 11100 Malaysia
Phone : (60 4) 888 8888
E-mail : [email protected]

OWNED BY SHANGRI-LA HOTELS (M) BERHAD
REG.NO:197101000484(10889-U)

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