Cancellation & Refund Policy

Every rate shows its cancellation terms before you pay, and they are repeated in your confirmation email. If the two ever differ, the terms in your confirmation apply.

• Cancel free of charge up to [X] days before arrival, by [X:00] local Phuket time (GMT+7).
• Cancel later than that and we charge [the first night / X% of the stay].
• Date changes are free within the same free-cancellation window, subject to availability; a rate difference may apply.

• Some website-only, advance-purchase and long-stay rates are non-refundable in exchange for a lower price. This is always shown before payment.
• These bookings cannot be cancelled or changed and no refund is due if you do not arrive.
• In exceptional circumstances we will do what we reasonably can — please contact us.

• If you do not arrive and have not told us, we treat the booking as a no-show and charge [the first night / the full stay], then release the room.
• If you leave earlier than booked, nights not taken are [refundable / non-refundable] — [confirm the house rule].

• Longer notice periods apply over [high season dates, New Year, Songkran] — [X] days before arrival.
• Bookings of [X] rooms or more are treated as a group and have their own deposit and cancellation schedule, agreed in writing.

If we cannot honour your booking — for example due to damage, an outage or an event beyond our control — we will tell you as soon as possible and either move you to comparable accommodation nearby at our cost, or refund everything you have paid in full.

• Refunds go back by the same method you paid with — card refunds to the same card, PayPal to the same account, bank/PromptPay transfers to the originating account.
• We process approved refunds within [X] business days. Your bank or card issuer may take a further [5–10] business days to show it.
• Refunds are made in [currency]; we cannot cover exchange-rate movements or third-party transfer fees.
• Cash payments taken at the hotel are refunded by bank transfer to an account in the lead guest's name.

If you booked through Booking.com, Expedia, Agoda or another agent, their cancellation terms apply and any refund must be arranged through them — we cannot refund a payment we did not take.

Use the cancellation link in your confirmation email, or contact us via our contact page. Please keep the written confirmation of your cancellation. Travel insurance is strongly recommended for anything outside these terms.