All bookings are governed by the following Terms and Conditions. Payment of any deposit constitutes acceptance of these terms in full.

1. Booking Process

1.1 Provisional Confirmation of Availability and Rates

Upon receipt of a booking request, applicable villa rates and deposit requirements will be confirmed. Bookings are allocated on a first-come, first-served basis. Coastal Escape Natai Co, Ltd. (referred to herein as "CEN") reserves the right to decline any booking request without providing a reason. All published rates on consumer-facing channels (website and OTAs) are inclusive of 7% Thai VAT and 10% service charge (effective combined rate: 17.7%). Rates provided to agents are quoted net of taxes.

1.2 Inclusions and Exclusions

Included in the villa rate:

• Exclusive use of the villa, gardens, pool, and all villa facilities
• Direct beach access from the villa grounds
• Villa staff during standard hours: Villa Manager, housekeeping, and maintenance
• Overnight security guard and daytime safety supervision
• Breakfast preparation by the villa chef, where the Villa with Breakfast rate is selected
• Linen and towels, changed every three days as standard or on request
• Complimentary WiFi throughout the villa
• Utilities including air conditioning, electricity, and water
• Welcome amenities on arrival

Available at additional charge:

• Breakfast (where not included): THB 700 per person per day pre-booked; THB 950 per person per day ordered on-site. Children under 6 years eat free.
• Bartender service at the outdoor pool bar
• Activity coordination, including on-site experiences and off-site excursions
• Airport and inter-island transfers
• In-villa massage and spa treatments
• Additional laundry beyond standard linen and towel changes
• Childcare and babysitting services (subject to availability)
• Motorbike or vehicle rental, arranged through local partners

Not included:

• International and domestic flights
• Travel insurance (mandatory — see Section 10)
• Personal expenses and gratuities
• Any services or costs arranged independently by guests outside of the property

1.3 Initial Deposit and Season Overview

* Songkran (12–17 April) falls within the Green Season calendar period but is subject to High Season rules and a minimum stay of 3 nights.
** Chinese New Year is defined as the 10-day period surrounding the Lunar New Year public holiday.

The deposit must be received within 48 hours of the booking date, or within 24 hours for Peak Season bookings. CEN reserves the right to void the booking and release the villa if funds are not received within this period.

1.4 Balance Payment

• Green Season: The outstanding balance is due on the day of arrival at check-in. A full pre-authorisation of the outstanding balance will be processed 48 hours prior to arrival.
• High Season: The outstanding balance must be received at least 30 days before arrival.
• Peak Season: Full payment (100%) is due at the time of booking.
• For agent and trade bookings: payment terms are governed by the applicable B2B agreement.

2. Payment

Payment may be made by international bank transfer (net of all bank fees) or via the CEN online payment gateway. A processing fee may apply to certain internationally issued cards. A scanned copy of bank transfer confirmation is required where payment is made by wire transfer. All bank charges and administration fees are to be borne by the guest.

All refunds will be processed for the exact Thai Baht amount received by CEN. CEN accepts no responsibility for any losses arising from currency exchange rate fluctuations or payment processing charges.

3. Cancellation and Amendments

3.1 Cancellation by the Guest

All cancellations must be submitted in writing to contact@coastalescape.com. The cancellation takes effect from the date written confirmation is received by CEN.

A no-show is defined as a guest who has not arrived or contacted the property by midnight on the arrival date. No-shows are charged 100% of the total reservation amount. Early departure is treated as a cancellation of the remaining nights.

3.2 Amendments

An administration fee of THB 2,000 applies to all amendments and refund processing. One free date change (administration fee waived) is permitted per reservation in Green and High Season, provided written notice is received at least 30 days (Green Season) or 45 days (High Season) before the original arrival date.

4. Payment Security and Fraud Prevention

To protect against payment fraud, all payments must be made by the guest or an authorised member of the travelling party. Third party payments are not accepted unless expressly agreed in writing by CEN in advance. For direct bookings, the card used for payment must belong to a member of the travelling party. Identity verification may be requested upon arrival.

5. Arrival and Departure

• Standard check-in time: 3:00 PM
• Standard check-out time: 11:00 AM
• Early arrival or late departure is subject to villa availability and may incur an additional charge.
• Late check-out until 6:00 PM is available, charged at 50% of the applicable nightly rate, subject to availability.
• Guests are responsible for providing accurate arrival details, including flight number, where an airport transfer is included or arranged.

6. Alterations and Cancellations by CEN

In the unlikely event that a confirmed villa becomes unavailable due to circumstances within CEN's control, CEN will offer the guest either: (i) an alternative villa of equivalent or superior standard at no additional cost, or (ii) a full refund of all amounts paid.

Force Majeure: CEN shall not be liable for failure to perform its obligations where such failure results from circumstances beyond reasonable control, including natural disasters, extreme weather events, acts of government, pandemic, civil unrest, or infrastructure failure.

7. Security Deposit

A security deposit is not routinely required for standard villa stays. CEN reserves the right to require a security deposit at its discretion for any reservation, including bookings during high-occupancy periods, large group bookings, or bookings assessed as carrying elevated risk.

A security deposit is mandatory for all event bookings. Where collected, the security deposit will be refunded within 14 business days of departure for card payments, or within 21 business days for bank transfer refunds, net of any documented costs for damage, breakage, excessive cleaning, or outstanding charges.

8. Registered Guests and Occupancy

• Only persons listed on the booking form may reside at the property.
• The standard villa occupancy is 10 guests (5 bedrooms, 2 guests per bedroom). A supplement of THB 3,500 per additional guest per night applies for guests 11 and 12 (via extra beds).
• The maximum permitted occupancy is 12 guests including children. Infants under 2 years of age are excluded from the occupancy count.
• No camping or temporary outdoor accommodation is permitted on the villa grounds.
• No pets are permitted anywhere on the property.

9. Weddings and Private Events

If an event is to be organised at the villa for a number of non-staying guests exceeding the standard overnight occupancy of the villa (i.e. more than 10 external guests), this must be disclosed and agreed with CEN prior to booking. Event bookings are subject to the property's separate Events Terms and Conditions, available on request from contact@coastalescape.com.

10. Insurance

It is a mandatory condition of booking that all guests are covered by comprehensive travel insurance prior to arrival, including cancellation cover, medical and emergency evacuation cover, and cover for loss or damage to personal belongings. Guests travelling without adequate insurance do so entirely at their own risk.

11. Complaints

1. Step 1: Report any issue to the Villa Manager or on-site staff immediately, and in any case within 24 hours of the issue arising.
2. Step 2: If the issue cannot be resolved on-site, notify CEN in writing at contact@coastalescape.com before departure.
3. Step 3: If the issue remains unresolved after departure, submit a formal written complaint to contact@coastalescape.com within 14 days of the check-out date.

Complaints received after this period, or which were not raised during the stay, cannot be considered.

12. Conduct and Behaviour

The person paying the villa rental deposit is responsible for the correct and appropriate behaviour of all guests and visitors to the villa during the rental period. Should any member of the party behave in a manner deemed inappropriate, CEN, the villa owner, or the local representative may request that the offending guest or the entire party vacate the villa immediately.

13. Responsible Conduct and Guest Safety

The property reserves the right to refuse entry to or request the departure of any visitor whose presence is deemed inappropriate. All visitors who are not registered overnight guests must be registered with the Villa Manager or security personnel upon arrival.

The property operates a zero-tolerance policy toward any unlawful activity on the premises, including the possession or consumption of illegal substances. Any such activity will be reported to the relevant Thai authorities without exception.

14. Staff and Services

Villa staff provided as part of the rental include the Villa Manager, housekeeping, maintenance, and the villa chef (for breakfast service). Additional services including babysitting, private drivers, private chef experiences, and excursion coordination can be arranged in advance or on-site upon request, subject to availability.

15. Linen, Towels, and Laundry

Linen and towels are provided and changed every three days as standard, or on request. Limited on-site laundry is available at a per-item charge. All laundry charges must be settled at the time of service or upon departure.

16. Valuables and Personal Property

Personal safety deposit boxes are provided in all villas. Guests are strongly recommended to store all valuables in the provided safe. Any valuables left outside the safe are the guest's sole responsibility. CEN, the villa owner, and staff cannot be held responsible for any loss, theft, or damage to personal property.

17. Due Care and Supervision

Guests are required to take due care when residing at the villa and to supervise children at all times, particularly near the pool, beach, sea, and main road entrance. Guests and their party are not permitted to enter the villa when wet from swimming, as floors may be slippery.

18. Sustainability

Coastal Escape is committed to minimising the environmental impact of our properties. We ask all guests to support our sustainability efforts during their stay, including mindful use of air conditioning and electricity, participation in our linen and towel reuse programme, and following the recycling guidance provided at the villa.

19. Personal Data Protection

Personal data provided to CEN is collected and used for performing obligations in connection with the reservation and stay, verifying identity and processing payments, responding to queries and complaints, generating anonymised statistical insights, and complying with applicable Thai laws.

Consent to data collection and use remains valid until withdrawn in writing by the guest, or 12 months after the termination of these Terms and Conditions.

20. Applicable Law

These Terms and Conditions are governed in all respects by the laws of the Kingdom of Thailand. Only Thai courts shall have jurisdiction in relation to any claim or dispute arising out of or connected with a reservation.

21. Agreement

By paying a deposit or confirming a reservation, the guest confirms that they have read, understood, and agreed to these Terms and Conditions in their entirety, and that these terms apply to all members of the travelling party.