Hotel Policy
General Policy
- Rates in Thai Baht are per room, per night.
- The maximum capacity for Garden Pool Pavilion, Partial Ocean View Pool Pavilion, Lagoon Pool Pavilion, Partial Ocean View Pool Villa and Beachfront Pool Villa is three people.
- The maximum capacity for Partial Ocean View Pool Pavilion Two Bedrooms, The Beach House and The Ocean House is five people.
- The maximum capacity for Coral House is nine people.
- The maximum capacity for Palm House is twelve people.
- Guaranteed early check-in is available at an additional cost based on our Flexible Rate. For arrivals before 9 a.m., the charge is 100% of one night's rate. For arrivals between 9 a.m. and 2 p.m., the charge is 50% of one night's rate.
- Guaranteed late check-out is also available for an additional charge. For departures by 6 p.m., the charge is 50% of one night's rate. For departures after 6 p.m., the charge is 100% of one night's rate.
- The actual credit card provided at the time of booking must be presented upon check in and the credit card holder must be the same as the guest checking in. The Hotel does not accept any third person/party credit card.
- Rosewood Phuket is an HACCP (Hazard Analysis and Critical Control Points) certified hotel, following strict food safety systems. To ensure the compliance and well-being of all our guests - it is prohibited to consume food ordered from an outside vendor in the hotel outlets, or reheat and serve through In-room dining.
Child Policy
Children 12 years and under:
- Stay free of charge when sharing existing bedding with parents
- An extra bed/crib, if required, is complimentary (subject to availability).
- Extra bed: Up to one extra bed at no additional charge can be placed in a King bedded room.
- Daily breakfast is inclusive.
Extra Person Fee
For a person 13 years of age and older:
- A nightly charge of THB 5,000 excluding 18.7% taxes per person applies for all room types.
- This fee is inclusive of an extra bed and daily breakfast.
Festive Season Policy and Conditions
- Minimum stay requirement between 20 December - 10 January (minimum night stay and dates are subject to change without advance noticed)
- The New Year's Eve Dinner & Countdown is on 31 December, 8 p.m. till late. Applicable for all reservations stays over 31 December.
- Reservations will not be accepted with check-out date on 31 December.
Guarantee
To confirm your booking, a valid credit card is required to guarantee your reservation.
Credit Cards
American Express, JCB International, Master Card, Visa and Union Pay.
Valet Parking
Valet parking is a complimentary service. Self-parking is also available.
No Pet Policy
Our primary goal is to ensure the comfort, safety, and satisfaction of all our guests. In order to maintain a clean and allergen-free environment, we have established a 'No Pet Policy'. Pets are not permitted within the resort premises, including guest rooms, public areas, and dining facilities, except for service animals.
Guests with service animals may be asked to provide appropriate documentation or credible verbal assurance that the animal is a service animal as defined by applicable laws. Guests are responsible for the care and supervision of their service animals.
Guests found to have unauthorized pets in their rooms will be subject to a cleaning fee to cover the cost of deep cleaning and allergen removal. Additionally, guests may be asked to remove the pet from the premises.
Cancellation / No Show Policy
- Guarantee and cancellation policies may vary depending on the rate or promotion booked
- In the event of a no-show, a fee equivalent to the total cost of the reserved stay, including all applicable taxes, will be charged.
- Early departures for non-emergency reasons will be subject to a fee equivalent to the total cost of the originally booked stay, including all applicable taxes.
*Special cancellation policies apply for holidays and special events and conventions.
For stays between 20 December and 10 January, the following terms apply:
- A non-refundable deposit equal to 100% of your total stay (including taxes) will be charged 60 days prior to your arrival date.
- Cancellations made within 60 days of arrival will result in the forfeiture of this full deposit.
- For stays including 31 December, the non-refundable charge for our mandatory New Year's Eve Gala Dinner will also be included in the deposit.
No-shows, late cancellations and early departures will be charged the full amount of the original reservation.
Keys in Apple Wallet
Q: What is room key in Apple Wallet?
You can add your room key to Apple Wallet and access your room and hotel with only your iPhone and Apple Watch. It’s easy, convenient, and private.
Q: How do I set up and use a room key in Apple Wallet?
A room key can be added to Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key will automatically activate once you check in and your room has been assigned. To use your room key, simply hold the top of your iPhone or Apple Watch near the door lock.
Q: Where can I use a room key in Apple Wallet?
In addition to your room, your room key can also be used to access the same hotel spaces where you would use a physical key.
Q: What do I need to get started with room key in Apple Wallet?
An iPhone or Apple Watch running the latest version of iOS or watchOS, an Apple Account signed into iCloud.
Q: How can I add a room key to my Apple Watch?
When you add a room key to Apple Wallet on your iPhone, a room key will automatically be added to Apple Wallet on your paired Apple Watch. Once added, simply hold your Apple Watch near the reader.
Q: On how many devices can I use my room key in Apple Wallet?
You can use your room key on up to [1 iPhone and 1 Apple Watch]. They all need to be signed into the same iCloud account and Apple Account.
Using Your Room Key
Q: Do I need to unlock my iPhone to use my room key in Apple Wallet?
With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. By default, Express Mode is turned on. You can adjust this at any time in your Wallet settings. For more details, see Apple Support.
Q: Can I still use my room key in Apple Wallet if my iPhone needs to be charged?
Power Reserve provides up to five hours of access after your iPhone battery needs to be charged. This feature is available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, see Apple Support.
Q: Can I use room keys in Apple Wallet if I have a reservation for multiple rooms?
Yes. Your room key will be automatically activated for each room that you have reserved.
Q: How secure are keys in Apple Wallet?
When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when.
Multiple Stays
Q: What if I have multiple stays at a hotel?
When you add a room key to Apple Wallet, the room key will be ready for your next upcoming stay at the hotel. When you check in, the room key will be activated for your current stay only. Upon checkout, the room key will be updated to reflect your next upcoming stay at the hotel. The next time you check in, your room key will be activated for this stay.
Sharing Your Room Key
Q: Can I share my room key in Apple Wallet with other guests staying with me?
Yes. You can securely share your room key with family members or friends who are staying in your room. Simply open your room key in Apple Wallet and select the share button.
Q: Is there a limit to how many times I can share my room key?
You can share your room key with up to [2] people at a time.
Q: Do the people I share my room key with need a reservation at the hotel?
No, the people you share your room key with don’t need their own reservation. However, they must be authorised guests staying in your room, and the total number of guests must comply with your room’s occupancy limits.
Q: Can I share my room key with someone who has an Android device?
At this time, your recipients must have an iPhone or Apple Watch in order to add a room key you’ve shared through Apple Wallet to their device.
Q: What are the best practices for securely sharing my room key in Apple Wallet?
Share your room key with trusted individuals only. For secure delivery, use Messages, with end-to-end encryption. You can also enhance security further by protecting shared keys with a PIN code, which should be shared through a separate channel.
Q: Can a recipient share my room key with another person?
No. A key that has been added to Apple Wallet through key sharing cannot be re-shared by the recipient. Only the original sender can initiate sharing.
Q: If I share my room key with someone, can they access my room after I check out?
No. All room keys in Apple Wallet, including shared ones, automatically expire at checkout. If your reservation is extended, shared room keys will update automatically with the new checkout time.
Q: Do I need to wait until check-in to share my room key in Apple Wallet?
You can share your room key as soon as it’s available in your Apple Wallet. If you’ve added your key before check-in, you can share it, but neither you nor your recipients will have room access until check-in is complete and your room has been assigned.
Q: What happens to shared room keys if my room changes during my stay?
If your room changes during your stay, all shared room keys in Apple Wallet will automatically update to access your new room. There’s no need for you or your guests to take any additional steps.
Q: How do I revoke a shared room key if someone no longer needs access?
You can revoke a shared key at any time by opening your room key in Apple Wallet and then tapping the recipient icon at the top right of the screen to view and manage the list of recipients.
Q: Does sharing my room key give others access to my personal information?
No. When you share your room key in Apple Wallet, you’re only sharing access to your room. No personal information, reservation details, or payment information is shared.
Help and Troubleshooting
Q: I am not able to add or use my room key in Apple Wallet. What do I do?
Please contact our team at the hotel and they will be happy to assist you, or provide you with an alternative room key.
Q: What should I do if my iPhone or Apple Watch is lost or stolen?
Please contact the hotel immediately. You can also use the Find My app or iCloud.com to suspend or deactivate your room key in Apple Wallet. Your room key will be reactivated once your device is recovered.
Q: If I lose my phone, what happens to the room keys I’ve shared with others?
Contact the hotel immediately so they can deactivate your room key. Additionally, use the Find My app or iCloud.com to mark your device as “lost,” which will deactivate all your cards and keys in Apple Wallet. The keys you’ve shared with others will continue to function unless specifically revoked by the hotel or through your Apple Wallet.
Q: What is room key in Google Wallet?
A: Now you can add your room key to Google Wallet and access your room and the hotel’s fitness center using only your Android phone or Wear OS smartwatch. It’s easy, convenient, and secure.
Q: How do I set up and use a room key in Google Wallet?
A: A room key can be added to Google Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key will automatically activate once you check in and your room has been assigned. To use your room key, simply hold your Android phone or Wear OS smartwatch near the door lock.
Q: How secure are room keys in Google Wallet?
A: Your room key is securely stored on your device within Google Wallet. Google Wallet uses industry-standard security features to help protect your data, and your access activity is not shared with the hotel.
Q: Where can I use a room key in Google Wallet?
A: In addition to your room, your room key in Google Wallet can also be used to access other hotel facilities, such as the fitness center, just like a physical key.
Q: What do I need to get started with room key in Google Wallet?
- An Android phone or Wear OS smartwatch with NFC enabled
- The latest version of Android or Wear OS
- A Google Account signed in on your device
Q: Does my Android phone or smartwatch support room key in Google Wallet?
A: Most Android phones with NFC running Android 9 or later are supported. Wear OS smartwatches that support Google Wallet and NFC may also be used. Availability may vary by device model.
Q: How do I set up my room key in Google Wallet?
A: You can add your room key to Google Wallet at any time before or during your stay via the email sent prior to arrival. Your room key will be activated once you check in and your room is assigned.
Q: How do I use my room key in Google Wallet?
A: Simply wake your Android phone or smartwatch and hold it near the door lock reader. In most cases, you do not need open an app.
Q: I am not able to add my room key to Google Wallet. What do I do?
A: Contact Reception and they will assist or provide you with an alternative room key
Q: Do I need to unlock my iPhone to use my room key in Google Wallet?
A: Depending on your device and security settings, you may need to wake or unlock your phone. Some devices allow use without unlocking.
Q: What happens if my phone battery is low or empty? Can I still use my room key in Google Wallet?
A: If your phone battery is completely drained, you may not be able to use your digital room key. We recommend keepin your device charged or requesting a physical key from Reception as a backup.
Q: Can I use room key in Google Wallet without mobile/cellular signal?
A: Yes. Your room key is stored securely on your device and can be used even without an internet connection.
Q: What happens to my room key in Google Wallet if I lose my Android phone or smartwatch?
A: If your device is lost or misplaced, you should secure your Google Account immediately. You can remove access or lock your device via Google’s Find My Device service.
Instructions can be found at: https://support.google.com/accounts/
answer/
6160491
Once your device is recovered, your room key can be reactivated as needed.
Q: Does it cost anything?
A: There is no additional cost to add or use your room key in Google Wallet.
Q: I am not able to add or use my room key to Google Wallet. What do I do?
A: Try the below basic troubleshooting steps:
- Ensure your Android phone or Wear OS smartwatch is run latest version of Android or Wear OS.
- Confirm screen lock is enabled. Make sure you have a screen lock set up on your device (PIN, pattern, password, fingerprint, or face unlock).
- Check that you are signed in to your Google Account. Verify that your Google Account is properly signed in on your device.
- Ensure Google Wallet is installed and updated. Confirm that Google Wallet is installed on your device and updated to the latest version.
If you’re still unable to add your room key contact Rosewood Phuket’s Concierge at Tel: +66 (0) 76 356 888 phuket.concierge@rosewoodhotels.com