FAQ

What are the mall operation hours?

The mall is open daily from 10.00 AM - 10.00 PM. For restaurants, there are some that open earlier or close later.

Where is the Concierge counter?

Our Concierges are located at level GF in front of the Main Entrance and LG2 Marrakesh.

When I visit Sunway Pyramid can I get a copy of the mall brochure or directory?

You may locate our tablet directories around the mall on each level. Alternatively, you may download our Sunway Pyramid Mobile App that features the mall directory as well as information about current events and promotions in the mall. For further assistance, our Concierge Counters are located on G Floor and LG2 Marrakesh*.

*Opening hours for LG2 Marrakesh Concierge Counter: 11am - 8pm.

Who do I contact for assistance?

For general inquiries or emergencies during mall operation hours, you may contact our Concierge at 03-74943100 or 03-74943102.

Does Sunway Pyramid provide free WiFi?

Yes, Sunway Pyramid provides free WiFi. Just select Sunway WiFi to get yourself connected.

I’m planning to go to Sunway Lagoon. Where should I park?

The best place to park would be at level B1, Blue Zone. Should you have difficulties finding available parking bays, other levels at Blue Zone is also a good choice. Use the elevator at Blue Zone to get to LG2 and allow the pathfinders to Sunway Lagoon.

How do I obtain the contact numbers of the shops in Sunway Pyramid?

You may log on to https://sunwaypyramid.com/ or download our Sunway Pyramid Mobile App. For further assistance, our Concierge Counters are located on G Floor and LG2 Marrakesh*.

*Opening hours for LG2 Marrakesh Concierge Counter: 11am - 8pm.

Is there any job vacancy or career opportunity within Sunway Malls Management?

Click here for more information https://www.sunwaypyramid.com/careers

Is there any job vacancy in the shops or restaurants?

Click here for more information https://www.sunwaypyramid.com/jobs

How can I rent a shop / kiosk or push cart?

You may submit your enquiry here https://www.sunwaypyramid.com/contact-us

How do I rent an event space?

You may submit your enquiry here https://www.sunwaypyramid.com/contact-us

Are there baby changing facilities in Sunway Pyramid?

Yes, there are! The baby rooms are located on
- Ground Floor Red Zone, behind Sole What
- Lower Ground 1 Orange Zone behind Marry Merry
- Lower Ground 1 Red Zone behind Tare
- Lower Ground 2 Orange Zone behind Hair Fonts
- Lower Ground 2 Red Zone behind Ah Cheng Laksa

What are the operating hours of the Baby Rooms?

From 10.00am till 10.00pm.

Are there any nursing room?

Yes. Our baby room are equipped with a nursing room for you to comfortably nurse your baby.

What are the facilities available in the Baby Room?

Our baby rooms are equipped with a hot water machine to prepare milk, jumbo paper towels, plastic bags for diaper disposal and calm music to relax while bonding with your baby. A cleaner is designated to ensure cleanliness and a high level of hygiene in our baby rooms. Should you require assistance, approach our mobile Customer Care personnel.

Can my husband accompany me in to the baby room?

Yes, he may. However, it is not advisable for him to be in the nursing room.

Is there a Lost and Found counter in Sunway Pyramid?

Yes. Handled by our concierge team. Located at Ground Floor Main Counter and LG 2 Marrakesh Counter behind Poh Kong. You may contact our concierge team at 03-7494 3100/3102.

How do I report a lost item?

Proceed to any of our Concierges to inform. Our Customer Care Personnel will need your full name and contact details for documentation purposes. Kindly provide a full and precise description of your lost item for easy verification by the personnel. If your item has been found, you may proceed with the claim process.

I found an item somewhere inside the mall. Who should I hand it to?

You may approach any of our Concierges to hand in the item. Our Customer Care Personnel will take down your name and contact details for documentation purposes. Some owners may want to thank you for returning their item, however, your contact number will only be revealed with your consent. At the same time, if you wish to remain anonymous, we respect your decision.

What is the process for claiming a lost and found item?

You will need to verify that item belongs to you. For example; if it is a hand phone with security lock, you will be asked to unlock it. For other items, you will be asked to describe the contents of the item. After verification, you will need to write down your full name, identification and contact number for documentation purposes.

Can I claim lost and found items on behalf of my family member or friend?

We advise the owner of the item to collect the item themselves personally, however if the person is unable to be present, do not hesitate to contact us beforehand to inform us that you will be collecting the item on his/her behalf. You will be required to provide related information upon claiming

I made a lost item report a few days ago however I did not receive any updates from Sunway Pyramid. Why is this so?

It is highly likely that your item has not been found. Feel free to contact our Concierges via phone or walk in for confirmation.

Are baby strollers / wheelchairs / power scooters / other amenities available for rent?

Yes. These amenities are complimentary for use in the mall premises.

Are there any fees incurred to hire a Baby Stroller/Wheelchair/Power Scooter/other amenities?

A refundable deposit of RM 50 is required for the rental/hire of amenities.

Where do I loan the Baby Stroller / Wheelchair / Power Scooter / Other Amenities?

Kindly proceed to our Concierge located at Ground Floor in front of the Main Entrance or at LG 2, Marrakesh (Red Zone).

May I make a reservation for the amenities?

Yes, reservations are available. You may contact us to reserve a maximum of 20-30 minutes prior to arrival. If you do not arrive within 20-30 minutes of the reservation, the amenities will be released to other customers on a first come first serve basis. Kindly call us at 03-7494 3100 or 03-7494 3102 for reservation OR via online booking as steps shown below :
STEP 1 : Click on Book Amenities.
STEP 2 : Click on the amenities to book.
STEP 3 : Click on the “BOOK”.
STEP 4 : Choose the your pick-up date & pick-up time. Then submit your booking by clicking “Book Now”.
STEP 5 : Click on “My Bookings” to view the details of your active bookings.

May I use the amenities for the entire day?

The duration per usage shall not exceed four (4) hours and must be returned before 9.30PM.

Will I get back my deposit after returning the amenities?

Upon returning it in the same condition as we loan it to you, your deposit will be returned. Strictly no food crumbs and not wet.

May I use the amenities at Sunway Lagoon/Sunway Hotels?

Our amenities are meant for usage only within Sunway Pyramid as it is not suitable for outdoor usage.

What is the age and weight limit for the baby stroller?

Our baby strollers are suitable for children below 4 years old or below 15kg.

May I know if I am eligible to use the wheelchair or power scooter?

The wheelchairs and power scooters are prioritised for the physically disabled, elderly, pregnant ladies as well as those with walking difficulties.

I often visit Sunway Pyramid with my toddlers and I am always worried about their safety. How can Sunway Pyramid help me with this?

Child safety in the mall is one of our main priorities. For parents with toddlers, feel free to get a Child Wristlink, Child Emergency Tattoo and Wristband from any of our Concierges located at GF in front of the Main Entrance or at LG2 Marrakesh.

What does a child wristband, wristlink and tattoo do?

A child wristband is part of Sunway Pyramid’s effort in ensuring that a lost child can be reunited with their parents as soon as possible in the event that they accidentally parted ways in the mall. Our Customer Care Personnel will guide you to write your contact details on the wristband.

The child wristlink is a band that keeps your child close to you at all times.

As for the child emergency tattoo, it has the mall's emergency contact information and can be placed on your child's arm in case of emergencies.

My mobile phone ran out of battery and I did not bring my charger. Is there any way for me to recharge my phone in the mall?

Yes. Sunway Pyramid provides power banks for loan. Kindly proceed to our Concierge Counters on G Floor or LG2 Marrakesh for more information.

Can I bring the power bank home?

Our power bank is only meant for usage within Sunway Pyramid. Kindly return it before you exit the mall.

What if I forgot to return the power bank and accidentally took it home?

Kindly contact our Concierge immediately at 03-7494 3100 or 03-7494 3102.

What if I drop the power bank and there are visible scratches or dents?

As is the power bank is a complimentary amenity by Sunway Pyramid, we would appreciate if you could take good care of the item.

What should I do if the power bank stops functioning?

Kindly contact our Concierge for immediate rectification and/or replacement.

What is the age and weight limit for the tandem (double stroller)?

Our tandem strollers are suitable for children below 2 years old or below 15kg. The top is suitable for infants 0 – 6 months and the bottom is suitable for age below 2 years or below 15kg.

What is the age and weight limit for the baby cart?

Our baby cart are suitable for infants / 3 years below or below 15 kg.

What is the age and weight limit for the child & adult wheelchair?

Our child wheelchair are suitable for children below 12 years old or below 40kg. Adult wheelchair is suitable for patrons below 100 kg.

What is the age and weight limit for the power scooter?

Our power scooter are suitable for patron below 130 kg or above 18 years old.

Where are the lockers located?

LG2, Blue Atrium behind Poh Kong jewellery.

What is the maximum storage time per locker?

We do not encourage customers to keep things over night for safety & security reasons.

What is the size of the locker? How much does it cost?

SMALL LOCKER Height : 25 cm Width : 32 cm Length : 42 cm Fee : 1 token (RM 5.00 per use),
MEDIUM LOCKER Height : 70 cm Width : 43 cm Length : 42 cm Fee : 2 token (RM 10.00 per use),
LARGE LOCKER Height : 105 cm Width : 43 cm Length : 42 cm Fee : 3 tokens (RM 15.00 per use).

How do I rent a locker?

STEP 1 - Exchange cash notes to tokens by using token machine available next to the locker.
STEP 2 - Insert tokens into the machine, put your baggage inside the locker and close the door.
STEP 3 - Turn the key to the left and pull out the key.

* Customers are not encouraged to keep valuable / digital items inside the locker for safety reasons.

What will happen if I lost/misplaced the locker key?

A fine of RM50 will be imposed. Proceed to the nearest Concierge or call 03 - 7494 3100 or 03 - 7494 3102 to report the loss. A Customer Care personnel and/or Auxiliary Police will accompany you to retrieve your belongings from the locker. Please note that a picture of your items in the locker will be taken as a proof of documentation.

Can the locker be used multiple times?

No. Therefore, after locking, you may only open the locker when you want to retrieve your item.

What are the parking rates?

Sunway Pyramid parking rates:

Monday to Friday:
- 1st (1) Hour = RM2.00
- Every sub hr or part thereof = RM1.00
- Maximum = RM12.00

Saturday, Sunday, Eve of Public Holiday & Holiday:
- 1st (1) Hour = RM3.00
- Every sub hr or part thereof = RM1.00
- Maximum = RM15.00

Valet and Outside Parking:
- Monday - Thursday = RM20 per entry
- Friday - Sunday & Public Holiday - RM25 per entry

I am watching a midnight movie. Can I park in the mall?

Our carpark is open from 6am - 2am. However, we do not encourage you to leave your vehicle overnight. If you must, please visit one of our Carpark Helpdesk to fill in the Vehicle Requisition Form.

Do you have any exclusive or premium parking area?

Yes, we do. To access the Preferred Parking zone, you may proceed to level CP2 Red Zone or B1 Red Zone.

What are the charges for Preferred Parking?

1st hour or part thereof = RM5.00, Every Sub hour or part thereof = RM2.00, Maximum = No limit
(Effective on 1st April 2022)

What is the payment method for the Preferred Parking?

You may use your Touch & Go card or Sunway Pals card (inclusive of 6% tax).

Do you have valet/jockey parking and where is it located?

Along the Oasis Boulevard area outside of the mall.

Do you have designated Disabled Parking bays?

Yes, we have a total of 22 disabled parking bays! You may locate them at:

Red Zone - GF, LG2, B2
Blue Zone - CP2, CP3, CP4, B1, B2
Green Zone - CP2, CP3, CP4, LG2 (Upper)

Am I eligible to park at the Disabled Parking zone?

The person driving the vehicle should have a valid & visible handicapped sticker placed on the windscreen.

What are the Carpark Helpdesk operation hours?

The Carpark helpdesk operation hours are from 8.00 am – 4.00 am daily.

Where are your carpark helpdesks located?

Our carpark helpdesks are located on Level CP3 Orange Zone and Level B1 Blue Zone. If you have difficulties in locating them, kindly contact them at 03 7494 3185.

Are there any EV or Hybrid Charging Stations in the mall?

Electric Vehicle (EV) and Hybrid charging stations at located at CP2 shall pay and reserve your car park via ParkEasy http://www,.parkeasy.co & Complimentary for B1 Preferred Parking customers base on a first come, first served basis.

Is family parking available?

Yes, our family parking bays are located in the Preferred Parking at level CP2 & B1.

Where can I reload my Touch N Go in the mall?

Touch N Go machines in the mall, which are located at CP2 Orange Zone (next to Pro Medic Clinic).

How do I pay for my parking?

Payment can be done as follows:

1. Pay online via http://payment.sunwayparking.com
We accept e-wallets (Boost, Grabpay & Touch ‘n Go) and credit/debit card (American Express, Visa, Mastercard). Check out https://www.sunwaypyramid.com/blogs/how-to-pay-sunway-smart-parking for a step-by-step guide on how to pay online!

2. Pay at the Auto Pay Stations in the integrated carpark via cash, credit/debit card, or TNG e-wallet. The Auto Pay Stations are located at:
a) Sunway Pyramid
• CP3 Blue Zone - Lift Lobby
• CP2 Orange Zone - Escalator Lobby
• Ground Floor Red Zone - Escalator Lobby
• B1 Blue Zone - Escalator Lobby
b) Sunway Pyramid Hotel Lift Lobby - Ground Floor
c) Sunway Clio Hotel - Ground Floor
d) Sunway Resort - Carpark Level 11

3. Touch ‘n Go Card readers at the exits.

4. Pay with Sunway Pals card points at the Sunway Pals Kiosk located at:
a) Sunway Pyramid
• G floor (Red Zone)
• F floor (Red Zone)
• CP2 (Orange Zone)
• B1 (Blue Zone)
b) Sunway Resort - B2
c) Sunway Pyramid Hotel - B3
d) Menara Sunway - Lobby
e) The Pinnacle Sunway - B1

Do I need minimum credit on my e-wallet to enter?

No, the system allows all vehicles to enter the carpark.
Do remember to check that your e-wallet has sufficient balance before proceeding to make payment prior to your exit.

What if I don’t have a smartphone, e-wallet or internet access?

You can make payment at the Auto Pay Stations (station locations are listed above) or at the Carpark Help Desks located at:
• Sunway Pyramid – CP3 & B1
• Sunway Pyramid Hotel – B3
• Sunway Resort Hotel & Spa – Carpark Level 11
• Sunway Pinnacle – B1b

When do I make payment?

Please pay at http://payment.sunwayparking.com or via the Auto Pay Stations before you collect your car. Once payment is complete, you have a 20-minute grace period to exit the parking.

Is there a grace period?

Upon entering the carpark, there is a standard 10 minutes’ grace period where you may exit without any charges incurred.

What happens if I don’t exit within the grace period?

The carpark boom gate will not open at the exits, and you will need to pay additional hourly charges until you leave. If this happens, you may contact our friendly carpark personnel for assistance using the boom gate intercom machine or by calling 03 -7494 3185.

If I enter Sunway Pyramid, can I exit via Sunway Pyramid Hotel, Sunway Resort, Menara Sunway and Sunway Pinnacle?

Yes, you may exit at any of the exits as the carpark is fully integrated.

Can I reserve parking spaces?

No, reserving parking spaces is not available.

Is there a special rate for students or elderly?

No, there are no special rates available at the moment

What are the charges for overnight parking?

We do not allow overnight parking in the mall.

Does this apply for motorcycle parking?

At this point of time, the Sunway Smart Parking is not yet available for motorcycle parking.

How do I enter Preferred Parking?

Simply drive through the Preferred Parking entrance to gain access, the boom gate will automatically open up for you.

What if the system doesn’t detect my car plate or is unable to locate my car plate on the online payment portal or auto pay station?

You can contact our friendly car park personnel at 03-7494 3185 or head to the Carpark Help Desk for assistance! The Carpark Help Desks are located at:

• Sunway Pyramid – CP3 & B1
• Sunway Pyramid Hotel – B3
• Sunway Resort Hotel & Spa – Carpark Level 11
• Sunway Pinnacle – B1b

Will there be more payment options in future?

Yes, we will be introducing more payment options in the future.

How will receipts be generated if I want to make claims?

Yes, e-receipts will be available after each successful online payment (via the Online Payment Portal) or offline payment (Auto Pay Stations).

What is the maximum parking fee?

Weekdays are RM12 daily and weekends are RM15 daily.

How do i get into the parking

You do not need to register your car plate; the system will automatically scan your car plate number into the system at the entrance. Come in, park and shop to your heart’s content. Then, pay the parking fee before you leave, and you’re done! The boom gate will detect your car number automatically after completed payment and open the boom gate.

How do i get parking assistance

For any carpark related enquiries, do feel free contact our friendly carpark personnel at 03-7494 3185 or head to the Carpark Help Desk for assistance! The Carpark Help Desks are located at:
• Sunway Pyramid – CP3 & B1
• Sunway Pyramid Hotel – B3
• Sunway Resort – Carpark Level 11
• Sunway Pinnacle – B1b

Which are the e-Wallets i can use to make payments

a) Boost
b) GrabPay
c) TNG e-wallet

Other e-wallets to come in the future, look forward to it!

Is there a surcharge for Touch ‘n Go

No

I don’t have the touch n go app, can i pay with Touch n Go card

Yes, but only through the Touch ‘n Go reader at the exits with sufficient credit only.

Will receipts be generated if i want to make claims

Yes, e-receipts will be available after each successful online payment (via the Online Payment Portal) or receipts for offline payment (Auto Pay Stations). We strongly recommend that you screenshot or save the receipt for your further reference.
Otherwise, you may also head to the Carpark Help Desk for receipt assistance. The Carpark Help Desks are located at:

• Sunway Pyramid – CP3 & B1
• Sunway Pyramid Hotel – B3
• Sunway Resort Hotel & Spa – Carpark Level 11
• Sunway Pinnacle – B1b

How long do i have to exit after i make payment

After making payment, there is another 20 minutes’ grace period to exit. If the 20 minutes’ grace period is exceeded, additional hourly charges will apply.

What about the lorries parking rate?

Parking for lorries is located at the loading bay, which uses the Smart Parking system as well.

1st 2 Hours = RM3.00
Every sub hr or part thereof = RM1.00 Maximum = RM15.00

Where are the auto pay machines

a) Sunway Pyramid
• CP3 Blue Zone – Lift Lobby
• CP2 Orange Zone – Escalator Lobby
• Ground Floor Red Zone – Escalator Lobby
• B1 Blue Zone – Escalator Lobby
b) Sunway Pyramid Hotel Lift Lobby – G Floor
c) Sunway Clio Hotel – G Floor
d) Sunway Resort – Carpark Level 11

What happens if i get stuck at the carpark entry/exit

Kindly press the Smart Parking intercom button, HELP buttons in the carpark or call our friendly carpark personnel at 03-7494 3185 for assistance.

When do i pay for preferred parking

Same as for normal parking users, pay before you collect your car. All payment methods will be the same for both normal and preferred parking users.

What is the opening and closing hours of the parking?

Here are the opening hours of our carpark entrances:

5 AM - 12 AM: Entry A (from KL go down to B1)
5 AM - 3 AM: Entry B (from KL going up to CP2)
5 AM - 3 AM: Entry C (Infront of Sunway Lagoon)
5 AM - 12 AM: Entry D (Subang Entry)
24 Hours: Entry E (Loading Bay after Clio Hotel)

However, our exits are open 24 hours.

How do I get to Sunway Pyramid from KLIA / KLIA2

Here are some transportation options:

i) ERL-LRT-BRT
Take the ERL from the airport to KL Sentral. From KL Sentral, transit to the LRT and choose USJ 7 Station as your destination. At USJ 7, transit to the BRT and choose Sunway Lagoon as your destination. From BRT Sunway Lagoon, Sunway Pyramid is just a walking distance away. Simply follow the signage and pathfinders upon your arrival.

Approximate travelling time: 1 hour 30 mins
From ERL KLIA – LRT KL Sentral (Approx. 35mins)
From LRT KL Sentral – LRT/BRT USJ 7 (Approx. 40mins)
From LRT/BRT USJ 7 – BRT Sunway Lagoon (Approx 10mins)

ii) Grab or Airport Taxi
You may also opt for alternative modes of transportation. It will save you the hassle of changing from one station to another and the price is cheaper for a group of four travellers.

Approximate travelling time: 45mins to 1 hour depending on the traffic condition

How do I get to Sunway Pyramid from KL Sentral

Here are some transportation options:

i) LRT-BRT
Take the LRT and choose USJ 7 Station as your destination. At USJ 7, transit to the BRT and choose Sunway Lagoon as your destination. From BRT Sunway Lagoon, Sunway Pyramid is just a walking distance away. Simply follow the signage and pathfinders upon your arrival.

Approximate travelling time: 50 mins
From LRT KL Sentral – LRT/BRT USJ 7 (Approx. 40mins.)
From LRT/BRT USJ 7 – BRT Sunway Lagoon (Approx 10mins.)

ii) KTM-BRT
Take the KTM to Setia Jaya Station. When you arrive, follow the signage to the BRT Station. Take the BRT to Sunway Lagoon Station. From BRT Sunway Lagoon, Sunway Pyramid is just a walking distance away. Simply follow the signage and pathfinders upon your arrival.

Approximate travelling time: 33 mins
From KTM KL Sentral – KTM/BRT Setia Jaya (Approx 27 mins)
From KTM/BRT Setia Jaya – BRT Sunway Lagoon (Approx 6mins)

iii) Grab or Taxi
You may also opt for alternative modes of transportation. It will save you the hassle of changing from one station to another and the price is cheaper for a group of four travellers.

Approximate travelling time: 30 to 45 mins depending on the traffic condition

iv) Bus:
Take the RapidKL 770 or 771 bus to Sunway Pyramid.

How do I get to Sunway Pyramid to/from the Subang Airport

You may take Airport Taxi or Grab to Sunway Pyramid.

Approximate travelling time: 20 to 30 mins depending on the traffic condition

Which is the nearest BRT Station to Sunway Pyramid

The nearest BRT station is the Sunway Lagoon Station.

Which is the nearest LRT Station to Sunway Pyramid

The nearest LRT station is the USJ 7 Station. However, to get to Sunway Pyramid, kindly transit from the LRT to the BRT station and take the BRT to the Sunway Lagoon Station. From BRT Sunway Lagoon, Sunway Pyramid is just a walking distance away. Simply follow the signage and pathfinders upon your arrival.

Which is the nearest KTM Station to Sunway Pyramid

The nearest KTM Station is the Setia Jaya Station. However, to get to Sunway Pyramid, kindly transit from the KTM to the BRT station and take the BRT to the Sunway Lagoon Station. From BRT Sunway Lagoon, Sunway Pyramid is just a walking distance away. Simply follow the signage and pathfinders upon your arrival.

Is there a Surau or Muslim Prayer Room in Sunway Pyramid?

Yes. The Surau or Muslim Prayer Room is located at:
- Lower Ground 1 at Orange Zone, behind Yole
- Lower Ground 2 at Orange Zone, behind Samsung

Should I worry about my belongings while in the Surau?

We would like to advise you to take care of your belongings and ensure that your belongings are within sight during prayer to avoid misfortune or loss.