General Inquiries

Q: What are the mall operation hours?

A: Our mall operation hours are from 10.00 am to 10.00 pm. However, selected shops located along Oasis Boulevard may be open till later.

Q: Where is the Concierge counter?

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

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

A: Yes, you may proceed to our Concierge to obtain a copy. On the other hand, you may also download Sunway Pyramid App that features the mall and car park directory as well as information about current events and promotions in the mall.

Q: Who do I contact for assistance?

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

Q: Are there any smoking zones in Sunway Pyramid?

A: Sunway Pyramid is a smoke free mall. Please proceed beyond the premises to smoke.

Q: Does Sunway Pyramid provide free WiFi?

A: Yes, we have free WiFi with no password needed.

Q: Where is the location of Sunway Pyramid Convention Centre (SPCC)?

A: Sunway Pyramid Convention Centre (SPCC) is located at Level CP3, Red Zone. It is accessible through the car park or through the shopping floors.

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

A: 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.

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

A: 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.

Baby Room

Q: Are there baby changing facilities in Sunway Pyramid?

A: Yes, there are! The baby rooms is located at:
- Ground Floor at Red Zone, near to Forever 21
- Lower Ground 1 at Orange Zone, behind Bonita
- Lower Ground 2 at Orange Zone, behind Takasima

Q: What are the operating hours of the Baby Rooms?

A: From 10.00am till 10.00pm.

Q: Are there any nursing room?

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

Q: What are the facilities available in the Baby Room?

A: 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.

Q: Can my husband accompany me in to the baby room?

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

Surau

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

A: Yes. The Surau is located at:
- Lower Ground 1 at Orange Zone, behind Bonita
- Lower Ground 2 at Orange Zone, behind Takasima

Q: Does the Surau provide Praying Mat and female Telekung (praying attire)?

A: Yes. Both items are available in the Surau.

Q: Should I worry about my belongings while in the Surau?

A: 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.

Locker Service

Q: Where are the lockers located?

A: LG2, Blue Atrium behind Poh Kong jewellery.

Q: What is the maximum storage time per locker?

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

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

A:

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 : 1 token (RM 5.00 per use)

LARGE LOCKER
Height : 105 cm
Width : 43 cm
Length : 42 cm
Fee : 2 tokens (RM 10.00 per use)

Q : How do I rent a locker?

A:
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.

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

A: 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.

Q: Can the locker be used multiple times?

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

Amenities Loaning

Q: Are baby strollers / wheelchairs / power scooters available for rent?

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

Q: Are there any fees incurred to hire a Baby Stroller/Wheelchair/Power Scooter?

A: Usage is free. A deposit of RM50 is required per baby stroller/wheelchair and RM200 for power scooter together with your valid driving license for security purposes.

Q: Where do I loan the Baby Stroller / Wheelchair / Power Scooter?

A: Kindly proceed to our Concierge located at Ground Floor in front of the Main Entrance or at LG 2, Marrakesh.

Q: Can I give my IC instead of the driving license?

A: It is much more advisable to give us your Driving License instead of your personal ID.

Sunway Group (“Sunway”) respects and is committed to the protection of your personal data and your privacy. For more info, log on to http://www.sunway.com.my/group/privacy-notice/.

The Personal Data Protection Notice explains how we collect and handle your personal information in accordance to the Malaysian Personal Data Protection Act 2010.

Q: What if I don't have a driving license?

A: You may use your family or friend’s driving license instead but that person must be present during loan and return of the amenities.

Q: May I make a reservation for the amenities?

A: 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.

Q: May I use the amenities for the entire day?

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

Q: Will I get back my deposit and driving license after returning the amenities?

A: Yes, you will get back the deposit and documents*.

*Subject to terms & conditions of usage. Items must be returned in good condition.

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

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

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

A: Our baby strollers are suitable for children below 4 years old or below 15kg for our small strollers and 20 kg for our large strollers.

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

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

Child Safety Device & Wristband

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

A: Child safety in the mall is one of our main priorities. For parents with toddlers, feel free to get a Child Distance Monitor and wristband from any of our Concierges located at GF in front of the Main Entrance or at LG2 Marrakesh.

Q: What does a child wristband do?

A: A child wristband is Spart 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.

Q: Where can I get the Child Distance Monitor and the wristbands?

A: You may proceed to our Concierge located at GF in front of the Main Entrance or at LG2 Marrakesh.

Q: Are there any charges for the Child Distance Monitor and the wristbands?

A: A fully-refundable RM50 security deposit is required as well as your valid driving licence for security purposes.

Q: Will I get back my deposit and driving license after returning the Child Distance Monitor?

A: Yes, the deposit will be refunded to you*.

*Subject to terms & conditions of usage. Items must be returned in good condition.

Power Bank For Loan

Q: 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?

A: Yes. Sunway Pyramid provides power banks for loan.

Q: Where can I loan the power bank?

A: You may approach any one of our Concierges located at GF in front of the Main Entrance or at LG2, Red Zone inside Marrakesh.

Q: Are there any charges for the power bank?

A: A fully-refundable RM50 security deposit is required as well as your valid driving licence for security purposes.

Q: Will I get back my deposit and driving license after returning the Child Distance Monitor?

A: Yes, the deposit will be refunded to you*.

*Subject to terms & conditions of usage. Items must be returned in good condition.

Q: Can I bring the power bank home?

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

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

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

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

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

Q: What should I do if the power bank stops functioning?

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

Gift Wrapping Service

Q: Does Sunway Pyramid provide gift wrapping services?

A: You may approach any one of our Concierges located at GF in front of the Main Entrance or at LG2, Red Zone inside Marrakesh.

Q: What is the fee for the wrapping service?

A: The wrapping service is complimentary.

Q: What are the terms & conditions for the wrapping service?

A: The item brought to us for wrapping must be bought in one of the outlets in our mall.

Q: Do I have to buy or bring my one wrapping paper?

A: We provide wrapping paper along with ribbons and greeting cards, but, if you want to bring your own choice of items, feel free to do so.

Q: Is the wrapping service available at all time?

A: Yes. The wrapping service is available all year long during mall operation hours.

Q: How long does the wrapping service take?

A: Wrapping might take up to 30 minutes depending on the availability. During the festive season, the waiting time might be extended. Kindly leave your contact details with us and we will contact you once the item is ready.

Lost and Found

Q: Is there a Lost and Found counter in Sunway Pyramid?

A: Yes, all lost and found items are handled by our Concierge.

Q: How do I report a lost item?

A: 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.

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

A: 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.

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

A: 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.

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

A: 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.

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

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

Carpark

Q: What are the parking rate?

A:
Sunway Pyramid, Sunway Pyramid East Tower and Sunway Resort &a Spa

Mon to Fri

1st 3 Hours RM1.00
Every sub hr or part thereof RM1.00
Maximum RM12.00

 

Sat, Sun, Eve of Public Holiday & Holiday

1st 3 Hours RM3.00
Every sub hr or part thereof RM1.00
Maximum RM15.00
Lost ticket RM20.00

 

Valet and Outside Parking

Per day for Weekday RM13.00
Per day for Weekend, Public Holiday RM15.00


Outdoor Carpark

Mon to Fri

1st 3 hours RM3.00
Every sub hr or part thereof RM1.00
Maximum RM7.00

Sat, Sun, Eve of Public Holiday & Public Holiday

Per Entry Per Day RM3.00
Lost ticket RM20.00

*Please note that Touch & Go users will be charged 10% extra.

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

A: Yes. The car park is open for entry from 6 am till 2 am. However, you may exit any time. Should you need assistance, kindly contact the Car Park help desk at 03-7494 3185.

Q: Do you have any exclusive or premium parking area?

A: Yes, we do. To access the Preferred Parking zone, proceed to level CP2 Red Zone.

For easy access, use the ramp up to our car park; through our upper level CP4 Entrance (from Subang Jaya) or CP2 Entrance (from Kuala Lumpur). Instead of going down to the basement, follow the route below:-

Q: What are the charges for Preferred Parking?

A:

1st 3 hours RM5.00
Every Sub hr or part thereof RM2.00
Maximum No limit
Q: What is the payment method for the Preferred Parking?

A: You may use your Touch & Go card (exclusive of 10% tax) or Sunway Pals card (inclusive of 6% tax).

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

A: Along the Oasis Boulevard area outside of the mall.

Q: Do you have designated Disabled Parking bays?

A: Yes. It is located at:

Orange Zone B2 (Basement 2)
Blue Zone CP2 (Carpark 2)
CP3 (Carpark 3)
CP4 (Carpark 4)
B1 (Basement 1)
Red Zone GF (Ground Floor)
LG2 (Lower Ground 2)
Q: Am I eligible to park at the Disabled Parking zone?

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

Cashless Parking (with Sunway Pals)

Q: What is Sunway Pals cashless parking?

A: In addition to earning and redeeming points which can be converted into cash rebates, this is where your Sunway Pals card can also be used for parking and pays for your parking fee at the selected locations.

Q: How do I get it?

A: Check for the Mobile Money logo at the back of your Sunway Pals card. If you have the card without the Mobile Money logo, replace your existing Sunway Pals card with one featuring the Mobile Money logo at the back of the card at the Sunway Pals Membership Counter on GF (near the Ice Skating Rink). The card can be replaced instantly for free upon presenting the existing card.

Q: Where can I use it?

A: Sunway Pyramid Shopping Mall, The Pinnacle, Pyramid Tower East Hotel, Sunway Resort Hotel & Spa, Menara Sunway, Sunway University, Kompleks BRT Sunway (coming soon) and Sunway Putra Mall (coming soon).

Q: How do I use it to enter/exit?

A: When entering and exiting the car park, tap and hold Sunway Pals card on card reader until you hear a ‘beep’.

Q: What is the minimum amount I must have in my card?

A: Minimum balance of RM10 must be available to enter parking.

Q: How do I top up parking credit?

Step 1: Visit Sunway Pals Top Up kiosk beside the auto pay machines at selected locations.

Step 2: Insert Sunway Pals card into card holder.

Step 3: Check balance on screen.

Step 4: Insert notes to top up.

Step 5: Remove card

Q: Where to top up the parking credit?

Sunway Pyramid: 

  • Red Zone: CP2 – Preferred Parking, F, G, LG2, B1
  • Orange Zone: CP2, CP5, B1
  • Blue Zone: CP3, B1, B2

Sunway Pyramid East Tower Hotel: 

  • Lobby Level

Sunway Resort and Spa:

  • L11

Menara Sunway: 

  • Lobby Level

Pinnacle: 

  • LGa

Sunway University: 

  • B1 (coming soon)

Kompleks BRT Sunway (coming soon)

Q: What is the denomination of currency accepted at the Sunway Pals Top Up kiosk?

A: We accept the denomination of RM5, RM10 & RM50.

Q: What is the maximum amount I can top up?

A: RM150.

Q: Will I earn points when I top up?

A: No.

Q: Is there a surcharged when using this card?

A: No.

Q: Do I have to pay GST for the parking fee when using the Sunway Pals card?

A: No. GST is already included in the parking rate and there is no additional GST when using the Sunway Pals card as there is no surcharge/service fee.

Q: Can I transfer my parking credits?

A: Parking credits are non-transferable.

Q: Can I use the mobile app to pay for my parking fee?

A: No. Only a Sunway Pals card featuring the Mobile Money logo can be used for the parking feature.

Q: What do I do if there is a problem with the Sunway Pals card?

A: Report to Sunway Pals Membership Counter in person or call 03-5633 3988.

Q: Where can I check my parking credit balance?

A: The balance can be checked at the Sunway Pals top up machine.

Q: What will happen if I don’t use my card for Parking Transaction for more than 12 months?

A: If there is no Parking Transaction for a period of twelve (12) consecutive months (“Dormant Period”), Sunway is entitled to deactivate the account for Parking Credits and Member may not be able to use Parking Credits to pay any parking fees. SPLSB shall levy an administrative fee of Ringgit Malaysia Five Only (RM5.00) (“the Deactivation Fee”) upon deactivation. This Deactivation Fee shall be deducted from the Parking Credits balance.

SPLSB shall further levy a maintenance fee of Ringgit Malaysia Five Only (RM5.00) (“the Maintenance Fee”) at every succeeding six (6) monthly intervals after the Dormant Period if there is no Parking Transaction within said interval. This Maintenance Fee shall be continuously deducted from the Parking Credits balance until the Parking Transaction is resumed by the Member.

Q: What do I do if I want a refund on my parking credit?

A: Please proceed to Sunway Pals Membership Counter at Ground Floor, Sunway Pyramid and fill a refund form. An administrative charge of RM5.00 will be levied before the final balance is refunded.

Q: What do I do if I lose my Sunway Pals card with the parking credits?

A: Report to Sunway Pals Membership Counter in person, by email or call 03-5633 3988.

Q: Can I get a refund on my parking credit if I lose my card?

A: Yes. Please proceed to Sunway Pals Membership Counter at Ground Floor, Sunway Pyramid to discuss about the steps to take.

Q: How does the ‘Free extra 1 hour parking’ work?

A: Example:

Non-member pays RM1 for 2 hours
Sunway Pals member pays RM1 for 3 hours
The extra 1 hour is already included into the first 3 hours only.
Any subsequent hours are charged like normal.
This is only available for the Sunway Pals card containing a minimum of RM10 parking credits.

Q: Can I use it for Sunway Pyramid Preferred Parking?

A: Yes.

Sunway Pals Membership

Q: Does Sunway Pyramid have a loyalty card programme?

A: Sunway Pals is a loyalty programme that rewards you with points and other special privileges on all your spending, from our participating merchants and selected Sunway Business Units. For more information, log on to www.sunwaypals.com.my.

Q: Who is eligible to register for Sunway Pals membership?

A: All residents of Malaysia including expatriates with permanent resident address, aged 18 years old and above.

Q: Is there any membership fee?

A: Membership is free.

Q: Where can I sign up for membership?

A: You can apply for physical card at Sunway Pals Membership counter at level Ground Floor, G1.96 opposite Dr. Martin boutique or you may sign up online at www.sunwaypals.com.my. You may also be able to go card less, by downloading the Sunway Pals apps for Android and iOS and register for membership.

Q: What is the validity of the membership?

A: There is no expiry of membership thus no renewal required. However, the points collected are subject to expiry date.

Q: How many accounts can I have?

A: One.

Q: Where can I make inquiries regarding my membership account?

A:

You may proceed to the Sunway Pals Membership Counter at level Ground Floor G1.96 or you may call +603-56333988 from Monday – Sunday, 10AM-10PM and you may also send us an email at sunwaypals@sunway.com.my.

Q: How does the Sunway Pals work in the mall?

A: For our mall, you will be awarded with points for purchases made in any of the shops that are a participating merchant with Sunway Pals. Produce membership identification (i.e. Membership ID on mobile phone or card) when purchasing at participating merchants' outlet.

RM1.00 = 1 point, unless otherwise stated. Accumulated points can later on be redeemed in the shops when you are purchasing. Refer to sunwaypals.com.my for shops list.

Q: Will points be awarded on GST?

A : Subject to merchant’s discretion.

Q: Is the awarded point transferable to another membership account?

A: No.

Q: Can point award be shared for the same purchase/ receipt?

A: No. Points from 1 purchase/ receipt are for 1 member only.

Q: Can I earn points from previous purchase(s) or backdated receipt?

A: Subject to merchant’s discretion.

Q: Is there a minimum point's amount to be maintained?

A: No.

Q: What happen to my points when I refund my purchase?

A: Subject to merchant's decision and their terms and conditions.

Q: What is the validity of the point awarded?

A: 24 months from the date of purchase or upon membership termination.

Q: Can I use awarded points right away?

A: No. Points will be awarded after 3 calendar days from the date of purchase.

Q: How do I redeem my points?

A:

  1. Produce membership identification during purchase transaction.
  2. Enter the desired amount of point to be redeemed.
  3. Key in the Personal Identification Number (PIN).
  4. Settle any payment balance, if any.
Q: How is the point redemption calculated for purchase at participating Merchant's outlet?

A: 1 point = RM0.01 on first in, first out basis.

Q: What is the minimum and maximum amount of points that can be redeemed?

A: Any available point's amount, limited to total receipt value and subject to merchants' terms and conditions.

Q: Do I get points for every point redemption?

A: Yes, for every RM1.00 redeemed, you will get 1 point.

Q: Are the redeemed points returnable or refundable should a member change or cancel his/ her decision?

A: No.

Q: Will GST be charged by shops to Members for redemption purpose?

A: GST is charged for the purchase made by members purchase from shops.

Q: Do I require a PIN for redemption?

A: Yes, you need a PIN in order to perform redemption.

Q: How do I get my PIN?

A: Login to sunwaypals.com.my, click on ‘Login’, enter your login details and click on ‘update password/PIN’ to create your PIN number.

Q: How do I change my password/ PIN?

A:

  1. Login to Sunway Pals website and use 'Update Password/PIN' function
  2. Password is for account access
  3. PIN is for redemption
  4. Update through website or Sunway Pals Membership Counter
Q: What if I forgot my password?

A: Use the 'Forgot Password' function at Member Login page of Sunway Pals website or via Sunway Pals mobile app, to reset the password.

Q: Where can I check my points float and balance?
  • Sunway Pals website
  • Sunway Pals mobile application
  • Sunway Pals Membership Counter
  • Sunway Pals merchants during purchase transaction (limited check for points balance only)
Q: What should I do if my points balance is incorrect?

A: Please report to Sunway Pals Membership Counter with proof of purchase.

Q: What should a member do when his/ her card is lost/ damage/ stolen or when he/ she suspected any case of membership identity theft?

A: Report to Sunway Pals Membership Counter in person, by email or call the Customer Service Line at 03-56333988. Replacement card will be issued for RM6.00 (inclusive GST). Your information and point will be transferred to the new card.

Q: How do I ensure no spam mail will be received from the Sunway Pals program?

A: Email will only be received by members who gave their consent.

Q: Where should I direct my concerns or queries in general?

A: Sunway Pals Membership Counter or email us at sunwaypals@sunway.com.my.

Tourist Privilege Programme

Q: Does Sunway Pyramid offer special rebate discounts or promotions for tourists?

A: Yes. Sunway Pyramid offer exciting discounts vouchers and redemptions under the Tourist Privilege Programme.

Q: How do I register for the Tourist Privilege Programme?

A: Upon arrival, kindly proceed to our Main Concierge located on Ground Floor in front of the Main Entrance.

Q: What do I need for registration?

A: Kindly bring along your original passport and flash it to our Customer Care Personnel at the Main Concierge. Your name and your passport number will be recorded for documentation purposes.

Sunway Group (“Sunway”) respects and is committed to the protection of your personal data and your privacy. For more info, log on to http://www.sunway.com.my/group/privacy-notice/.

Q: What are the current redemption promotions for the Tourist Privilege Programme?

A: Currently, we are giving out an exclusive Sunway Pyramid pewter fridge magnet.

Q: How do I redeem the fridge magnet?

A: Simply spend a minimum of RM400 in a maximum of three receipts in order to redeem the fridge magnet. AEON, Parkson and Cold Storage receipts are not valid for the redemption.