FREQUENTLY AKSED QUESTIONS

  • WHAT ARE THE MALL OPERATION HOURS?

    The mall operates daily from 10:00AM to 10:00PM. However, F&B establishments and restaurants may have varied opening hours. For the latest information, please refer to the respective pages.

  • WHERE IS THE CONCIERGE COUNTER?

    Our Concierge is located at 2nd Floor in front of the BestBuy Flagship Store.

  • WHEN I VISIT SUNWAY CARNIVAL MALL CAN I GET A COPY OF THE MALL BROCHURE OR DIRECTORY?

    You can find our interactive directory around the mall at every level. Alternatively, you can download our Sunway Malls Mobile App which features a mall directory as well as information about current events and promotions at the mall. For further assistance, our Concierge Counter is located at 2nd Floor in front of BestBuy Flagship Store.

  • WHO DO I CONTACT FOR ASSISTANCE?

    For general inquiries or emergencies during mall operating hours, you may contact our Concierge at +604-2020 128.

  • DOES SUNWAY CARNIVAL MALL PROVIDE FREE WIFI?

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

  • HOW DO I OBTAIN THE CONTACT NUMBERS OF THE SHOPS IN SUNWAY CARNIVAL MALL?

    You can log in to https://www.sunwaycarnival.com or download our Sunway Malls Mobile App. For further assistance, our Concierge Counter is located on 2nd Floor in front of BestBuy Flagship Store.

  • IS THERE ANY JOB VACANCY OR CAREER OPPORTUNITY WITHIN SUNWAY CARNIVAL MALL MANAGEMENT?

    Click here for more information https://www.sunwaycarnival.com/career

  • HOW CAN I RENT A SHOP / KIOSK OR PUSH CART?

    Please visit https://www.sunwaycarnival.com/contact-us regarding leasing opportunities in Sunway Carnival Mall.

  • HOW DO I RENT AN EVENT SPACE & PROMOTION SPACE?

    Please visit https://www.sunwaycarnival.com/contact-us regarding Event and Promotion Space opportunities in Sunway Carnival Mall.

  • ARE BABY STROLLERS / WHEELCHAIRS / OTHER AMENITIES AVAILABLE FOR LOANING?

    Yes, these amenities are provided for complimentary use within the mall premises.

  • ARE THERE ANY FEES INCURRED TO LOAN A BABY STROLLER / WHEELCHAIR / OTHER AMENITIES?

    A refundable deposit of RM50 is required for loaning of amenities.

  • WHERE DO I LOAN THE BABY STROLLER / WHEELCHAIR / OTHER AMENITIES?

    Kindly proceed to our Concierge located at 2nd floor in front of the BestBuy Flagship Store.

  • MAY I USE THE AMENITIES FOR THE ENTIRE DAY?

    The maximum duration per usage should not exceed four (4) hours, and all items must be returned by 9:30PM.

  • WILL I GET BACK MY DEPOSIT AFTER RETURNING THE AMENITIES?

    Upon returning the item in the same condition as when it was loaned to you, your deposit will be refunded. Please ensure there are no food crumbs or moisture on the loaned amenities.

  • MAY I USE THE AMENITIES AT SUNWAY HOTELS OR SUNWAY MEDICAL CENTER?

    Our amenities are intended for use exclusively within Sunway Carnival Mall only and are not suitable for outdoor use.

  • WHAT IS THE AGE AND WEIGHT LIMIT FOR THE BABY STROLLER?

    Our baby strollers are suitable for children aged 4 years old or below, weighing maximum up to 15kg.

  • MAY I KNOW IF I AM ELIGIBLE TO USE THE WHEELCHAIR?

    Wheelchairs are prioritised for individuals with physical disabilities, the elderly, pregnant ladies and those with walking difficulties.

  • I OFTEN VISIT SUNWAY CARNIVAL MALL WITH MY TODDLERS AND I AM ALWAYS WORRIED ABOUT THEIR SAFETY. HOW CAN SUNWAY CARNIVAL MALL HELP ME WITH THIS?

    Child safety is one of our top priorities. Parents with toddlers are encouraged to obtain a child wristlink from our Concierge, located at 2nd floor, in front of the BestBuy Flagship Store

  • WHAT DOES A CHILD WRISTLINK DO?

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

  • 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 Carnival Mall offers power banks for loan. Please proceed to our Concierge located at 2nd floor in front of the BestBuy Flagship Store for assistance.

  • CAN I BRING THE POWER BANK HOME?

    Our power bank is intended for use within Sunway Carnival Mall only. Please ensure it is returned before you leave the mall.

  • WHAT IF I FORGOT TO RETURN THE POWER BANK AND ACCIDENTALLY TOOK IT HOME?

    Kindly contact our Concierge immediately at +604- 2020 128.

  • WHAT IF I DROP THE POWER BANK AND THERE ARE VISIBLE SCRATCHES OR DENTS?

    As the power bank is a complimentary amenity provided by Sunway Carnival Mall, we kindly request that you 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 WHEELCHAIR?

    The weight limit for our wheelchair is suitable for below 90kg.

  • ARE THERE BABY ROOM IN SUNWAY CARNIVAL MALL?

    Yes, the baby room is located at 1st floor (behind Brands Outlet).

  • WHAT IS THE OPERATING HOURS OF THE BABY ROOM?

    From 10.00AM till 10.00PM.

  • ARE THERE ANY NURSING ROOM?

    Yes, our baby room is equipped with a nursing room for your comfort while nursing your baby.

  • WHAT ARE THE FACILITIES AVAILABLE IN THE BABY ROOM?

    Our baby room is equipped with hot water dispenser. A cleaner is designated to ensure cleanliness and high level of hygiene in our baby room. Should you require assistance, approach Customer Care team at +604-2020 128.

  • 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.

  • WHAT IS THE CALM ROOM OPERATION HOURS?

    The Autsome Calm Room is open daily from 10AM to 10PM.

  • WHERE IS THE CALM ROOM LOCATED?

    The Autsome Calm Room is located on the 2nd floor, near Old Town White Coffee.

  • HOW DO I ACCESS CALM ROOM?

    STEP 1: Register as an Autsome Member at the Concierge, 2nd Floor to gain access.
    STEP 2: Present your identification documents to our Customer Care Personnel for registration. Access will be granted to parents/guardians of members only.
    STEP 3: Press the bell button for assistance or call the hotline at 04-2020 128.

    NOTE: Registration is exclusively for parents/guardians of autistic individuals.

  • CAN I REGISTER FOR CALM ROOM ONLINE?

    Yes. You may refer to this link for registration https://www.sunwaycarnival.com/autsome/registration-form

  • WHAT ARE THE PARKING RATES?

    Sunway Carnival Mall parking rates:

    Monday to Friday (Weekdays):
    - MULTISTOREY:
    ** FIRST 2 HOURS OF PART THEREOF: RM1
    ** EVERY SUBSEQUENT HOUR OF PART THEROF: RM1
    ** MAXIMUM: RM5

    - BASEMENT:
    ** FIRST HOURS OF PART THEREOF: RM1
    ** EVERY SUBSEQUENT HOUR OF PART THEROF: RM1

    Saturday, Sunday & Public Holiday (Weekend):
    ** FIRST 2 HOURS OF PART THEREOF: RM1
    ** EVERY SUBSEQUENT HOUR OF PART THEROF: RM1

    Lost Ticket:RM30

    VALET & OUTSIDE PARKING:
    ** Monday to Friday= RM10 per entry
    ** Saturday, Sunday & Public Holiday – RM12 per entry

  • I AM WATCHING A MIDNIGHT MOVIE. CAN I PARK IN THE MALL?

    Our carpark is open from 8AM – 3AM. We do not allow overnight parking in the mall.

  • DO YOU HAVE VALET PARKING AND WHERE IS IT LOCATED?

    Our valet parking services are available at the Main Entrance near Uniqlo and the West Entrance near The Brew House.

  • DO YOU HAVE DESIGNATED DISABLE (HANDICAPPED / OKU) PARKING BAYS?

    Yes, we have a total of 18 disable parking bays. They are located at:
    Zone A: CP3 – CP7, Multilevel Car Park
    Zone B: Basement Car Park

  • AM I ELIGIBLE TO PARK AT THE DISABLE (HANDICAPPED / OKU) PARKING ZONE?

    The driver of 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 – 3.00 am daily.

  • WHERE ARE YOUR CARPARK HELPDESKS LOCATED?

    Our carpark helpdesks are located on Level CP3 at Zone A and Level 2A at Zone C. If you have difficulties in locating them, kindly contact them at +604-2020 282.

  • WHERE CAN I RELOAD MY TOUCH N GO IN THE MALL?

    You can reload your Touch 'n Go card at TNG kiosks located at CP3, SENQ, WATSONS and other available designated locations.

  • HOW DO I PAY FOR MY PARKING?

    1. Auto Pay Stations via credit/debit card or TNG eWallet. The Auto Pay Stations are located at:
    ZONE A:
    CP3 – CP7 (Escalator Lobby)

    Zone B:
    Travellator Lobby

    Zone C:
    2nd Floor – Lift Lobby CP2
    CP3 - CP4 - Travellator Lobby

    2. Touch ‘n Go card if you are using Touch ‘n Go card to enter the car park entrance.

  • DO I NEED MINIMUM ON TNG CARD TO ENTER?

    Please remember to check that your TNG card has sufficient balance before proceeding to make payment prior to your exit. The minimum amount required is RM5.

  • WHEN DO I MAKE PAYMENT?

    Please pay at the Auto Pay Stations or online via Sunway Super App before you collect your car. Once payment is complete, you have a 15-minute grace period to exit the parking.

  • WILL RECEIPTS BE GENERATED IF I WANT TO MAKE CLAIMS?

    Yes, receipts will be available after each successful payment, whether through the Auto Pay Stations or via Sunway Super App. Alternatively, you may also visit the Carpark Help Desk for receipt assistance.

  • HOW DO I GET A REFUND IF I OVER-PAY FOR MY PARKING?

    You may proceed to car park helpdesk or contact carpark helpdesk at +604-2020 282.

  • CAN A TOW TRUCK ENTER THE CAR PARK?

    The maximum height of our car park entrance is 2.1m. Therefore, flatbeds & boom trucks are not suitable for towing inside our car park. For further advice, kindly contact our Car Park Help Desk at +604-2020 282.

  • IS THERE A GRACE PERIOD?

    Upon entering the carpark, there is a standard 15-minute grace period during which you may exit without incurring any charges.

  • WHAT HAPPENS IF I DON’T EXIT WITHIN THE GRACE PERIOD?

    If the carpark boom gate did not open at the exit, you will need to pay additional hourly charges until you leave. You may contact our friendly carpark personnel for assistance either by using the boom gate intercom machine or by calling 04-2020 282.

  • CAN I RESERVE PARKING SPACES?

    No, reserving parking spaces is not available.

  • WHAT ARE THE CHARGES FOR OVERNIGHT PARKING?

    We do not allow overnight parking in the mall.

  • WHAT HAPPENS IF I GET STUCK AT THE CARPARK ENTRY/EXIT

    You may contact Car Park Helpdesk at +604-2020 282.

  • HOW DO I GET A REFUND IF I OVER-PAY FOR MY PARKING?

    Please call 04-2020 282 for refund assistance or proceed to Car Park Helpdesk.

  • CAN I GET ASSISTANCE TO JUMPSTART MY CAR?

    Please contact Car Park Helpdesk at +604-2020 282 for assistance. Remember to lift up the front bonnet of your car so that it is easier for our team to spot you.

  • DOES SUNWAY CARNIVAL MALL HAVE A SEASON PASS FOR THE CAR PARK?

    Yes. For more information, you may contact the Management Office at +604-2020 128, from Monday to Friday, 9:00AM to 6:00PM except weekends and public holidays.

  • ARE THERE ANY EV OR HYBRID CHARGING STATIONS IN THE MALL

    Electric Vehicle (EV) and Hybrid charging stations are located in Zone A (CP3) and Zone B (Basement).

  • HOW MUCH IS THE CHARGES FOR EV/ HYBRID CHARGING?

    There is no charge. However, you have to bring your own cable.

  • HOW TO CONTACT CARPARK HELPDESK?

    You may contact the Car Park Helpdesk at +604-2020 282.

  • IS THERE A LOST AND FOUND COUNTER IN SUNWAY CARNIVAL MALL?

    Yes, it is also located at the Concierge, 2nd floor in front of the BestBuy Flagship Store. For assistance, you may contact our Customer Care team at +604-2020 128.

  • HOW DO I REPORT A LOST ITEM?

    Please proceed to the Concierge and inform our Customer Care Personnel. Your full name and contact details are required for documentation purposes. Please provide a detailed and accurate description of your lost item to facilitate 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 can approach our Concierge to return the item. Our Customer Care Personnel will record your name and contact details for documentation purposes. Some owners may wish to express their gratitude for the return of their item; however, your contact number will only be disclosed with your permission. If you prefer to remain anonymous, we will respect your decision.

  • WHAT IS THE PROCESS FOR CLAIMING A LOST AND FOUND ITEM?

    You will need to verify ownership of the item. For instance, if it is a phone with a security lock, you will be required to unlock it. For other items, you will be asked to describe the contents of the said item. After verification, please provide 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 that the owner collects the item personally. However, if they are unable to do so, please contact the Customer Care Team beforehand to inform us that a representative will be collecting the item on their behalf. The representative will need to provide relevant information upon claiming.

  • I MADE A LOST ITEM REPORT A FEW DAYS AGO HOWEVER I DID NOT RECEIVE ANY UPDATES FROM SUNWAY CARNIVAL MALL. WHY IS THIS SO?

    It is possible that your item has not been found. Please feel free to contact our Customer Care team at 04-2020 128 or visit in person for confirmation.

  • HOW TO APPLY FOR SEASON PARKING?

    You may contact Management Office at 04-2020 128, from Monday to Friday, 9:00AM to 6:00PM except weekends and public holidays.

  • IS THERE A SURAU OR MUSLIM PRAYER ROOM IN SUNWAY CARNIVAL MALL?

    Yes. The Surau or Muslim Prayer Room is located at LG (near Burger King).

  • SHOULD I WORRY ABOUT MY BELONGINGS WHILE IN THE SURAU?

    Please ensure you keep your belongings within sight during prayer to prevent any unforseen circumstances.

  • WHERE IS TESLA SUPERCHARGER STATION LOCATED?

    Tesla Supercharger Station is located at valet parking in front of main entrance.

  • HOW MANY CHARGING BAYS ARE LOCATED AT SUNWAY PYRAMID?

    We have total 4 bays supercharger station available 24/7, up to 250kw CCS compatibility.

  • HOW MUCH IS THE CHARGES FOR TESLA SUPERCHARGER PARKING BAY?

    Charges for Tesla Supercharger Parking Bay are RM5 per hour while charging. After fully charged, you shall move your vehicle to others parking bay.

  • CAN MY HYBRID CAR USE THE TESLA SUPERCHARGER?

    No, hybrid car cannot use Tesla Supercharger. Tesla Supercharger is ONLY for Tesla cars.

  • HOW TO USE THE TESLA SUPERCHARGER?

    To use the Tesla supercharger, simply plug in and charge automatically. With the Tesla app, you can view availability, monitor your charge status or get notified when you’re ready to go.

  • HOW DO I CONTACT CUSTOMER SUPPORT TEAM FOR ANY QUESTIONS OR INQUIRIES?

    You may call Tesla Malaysia hotline at +1800-810-656 or visit Tesla official website at https://www.tesla.com/supercharger

GETTING HERE

SUNWAY CARNIVAL MALL

3068, Jalan Todak, Pusat Bandar
Seberang Jaya, 13700 Seberang Jaya.
Pulau Pinang

Tel : 604 – 2020 128
Fax : 604 – 3979 883

Operating Hours:
10:00 AM - 10:00 PM (Daily)
 

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