Booking policy

Everything you need to know before and during your stay. If you have any questions, please contact us directly — we are happy to help.

Arrival and departure

If you arrive before 3pm and your room is ready, we will do our best to accommodate you — no extra charge.

Please bring valid identification at check-in:

• Foreign nationals: passport (required by Thai law)
• Thai nationals: national ID card or driving licence

A credit card pre-authorisation of 2,000 THB is taken at check-in to cover incidentals. This is released within seven business days of check-out, provided no additional charges apply.

Late check-out may be available depending on occupancy — please ask on the morning of departure. Any outstanding charges for food, beverages, or other services are settled at check-out.

Prices and taxes

All rates are quoted in Thai Baht and include 7% VAT. The rate confirmed at the time of booking is the rate that applies. A tax invoice is available on request — please let us know at check-in if you need one.

Additional charges may apply for extra beds and food and beverage. These are clearly displayed before you book or order.

Cancellation

Standard bookings (direct and OTA): free cancellation up to 72 hours before your scheduled arrival. Cancellations within 72 hours are charged one night's room rate.

OTA bookings may also be subject to the platform's own cancellation terms, which are displayed when you book.

Families and children

Guests under 18 must be accompanied by a parent or guardian throughout their stay.

Each room has a mezzanine level where an extra bed can be arranged for an additional charge. Cots are not currently available. Please let us know your requirements before arrival so we can prepare.

Accessibility

Tree Roots Retreat is a garden-level property with step-down access to the pool and garden. We do not currently have wheelchair-accessible rooms, but we are happy to discuss what accommodations we can make. Please contact us before booking if you have specific accessibility needs.

If you have food allergies or dietary requirements, please let us know at least 48 hours before arrival so we can adapt breakfast service for you.

Private events

The property can be booked for private events, retreats, and group gatherings. This is available by inquiry only. Contact us to discuss your requirements.

Safety and responsibility

The swimming pool is unsupervised. Please take care, especially with children.

We recommend that valuables are not left unattended in rooms. Secure storage is available at the front desk on request.

Activities arranged through third-party providers (kayaking, hikes, excursions) are operated independently. We connect you with trusted partners, but their terms and conditions apply.

Vehicles are parked at the owner's risk.

Pets

One dog per room, max 15kg. Current rabies vaccination required. A refundable damage deposit of 2,500 THB is pre-authorised at check-in. Dogs are not permitted in the kitchen or library. Full pet policy.

Your personal data

We collect your name, contact details, identification, and payment information to fulfil your booking and comply with Thai law. Under the Hotel Act, we are required to register all guests and report foreign guest arrivals to the Immigration Bureau.

We use Cloudbeds and Xero as service providers to manage bookings, communications, and accounts. We do not sell your data to any third party.

If you would like to receive news and offers from Tree Roots Retreat, we will only contact you with your permission. You can opt out at any time.

You have the right to access, correct, or request deletion of your personal data. Contact the property manager to exercise these rights.

SMS and text messaging

We use a guest messaging platform to communicate with you regarding your stay. By providing your phone number during the booking process, you consent to receive text messages from the property.

Messages may include check-in instructions, access information, room readiness updates, and responses to your requests. You may opt out at any time by replying STOP. Reply HELP for assistance, or contact the front desk directly.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

Questions or concerns

If anything during your stay is not as it should be, please tell us. Speak to anyone on the team or contact the property manager directly. We would rather know about an issue while you are here so we can put it right.