Booking

Cancellation policy

At Arcana Wellness Village, we strive to offer clarity and fairness for both our individual guests and retreat organizers. Please read the following terms carefully before confirming your reservation. All times referenced below are based on local hotel time.

For Guests

Booking and Payment

  • All bookings must be paid in advance to confirm your stay.

  • A valid credit card and full prepayment are required at the time of reservation.

Cancellation Windows

  • Up to 72 hours before arrival – Refund minus a 10% cancellation fee.

  • Within 24–72 hours before arrival – 50% refund.

  • Less than 24 hours before arrival – Non-refundable (100% charge).

  • No-shows and early departures are treated as late cancellations and are non-refundable.

Modifications Inside the Window

  • Any change of dates, shortening of stay, or name change requested inside the cancellation window will be treated as a cancellation of the affected nights and subject to the same fees above.

Refund Method and Timing

  • Approved refunds are processed to the original method of payment.

  • Processing times vary depending on your bank or card issuer.

Special Dates, Offers, and Suites

  • Certain peak periods, special promotions, advance-purchase rates, and premium suites may have stricter or fully non-refundable terms. These will be clearly stated at the time of booking and override the standard policy.

Third-Party and Group Bookings

  • Reservations made through travel agents, tour operators, or online booking platforms may be subject to different cancellation policies. Please contact your booking channel directly.

  • Group and retreat bookings follow a separate policy (see below).

Force Majeure

  • In the case of events beyond reasonable control (such as natural disasters, government restrictions, or other force majeure events), prepaid amounts may be converted into a credit for a future stay within a defined period. Terms and blackout dates will be confirmed at the time of request.

How to Cancel

  • To avoid fees, cancellations must be submitted before the deadline stated in your confirmation email.

  • A cancellation reference number will be provided and should be retained for your records.

 

For Retreat Leaders

Booking and Payment Schedule

To confirm a retreat, staged payments are required based on the contracted total estimate:

  • Deposit at booking – 30% (non-refundable, confirms space)

  • Second payment – 20% due 120 days before arrival

  • Third payment – 20% due 90 days before arrival

  • Final balance – 30% due 45 days before arrival

Failure to make payments on time may result in automatic cancellation, with all funds paid retained.

Cancellation Fees (by Organizer)

If the retreat organizer cancels, the following fees apply:

  • More than 120 days before arrival – 30% of total retained (deposit)

  • 120–91 days before arrival – 50% of total retained

  • 90–46 days before arrival – 70% of total retained

  • 45 days or less before arrival – 100% of total retained

No-shows or early termination of the retreat are non-refundable.

Room Block & Attrition

  • A cut-off date of 60 days before arrival applies.

  • After this date, the organizer is financially responsible for at least 80% of all contracted room nights (with a 20% attrition allowance).

  • Unused rooms above the allowance will be billed at the contracted rate.

  • Requests to increase room blocks after cut-off are subject to availability and current rates.

Rebooking Credit

  • For cancellations made between 90–46 days before arrival, up to 30% of the cancellation penalty may be applied as a credit toward a new retreat within 12 months.

  • If Arcana successfully resells cancelled space, fees may be reduced, subject to a 3,000 THB administration fee.

Partial Reductions

  • Reductions in guest count after the cut-off date are considered attrition and subject to penalties.

  • Additional guests may be added if space allows, at prevailing rates.

Force Majeure

  • If circumstances beyond reasonable control occur (e.g., natural disasters, government orders), payments received will be converted into a credit valid for 18 months.

  • New dates will be subject to availability and current pricing.

Organizer Responsibilities

  • The retreat leader is responsible for communicating these terms to all participants.

  • The organizer remains financially liable for contracted room blocks and event spaces, regardless of individual participant cancellations.

  • Any program modifications (schedule changes, extended stays, or special requests) must be confirmed in writing with Arcana Wellness Village.