Frequently Asked Questions

Checking Availability

Once you have chosen your Koh Samui holiday villa, the first stage is to check availability with ourselves as not all of the online calendars are accurate and kept up to date.

Some of our villas show the online calendar on our website and for those that do not have this facility we ourselves have access to the villa's online calendars and can usually provide a swift answer. An enquiry form is provided on the villa details page and you will receive a response to this request for availability within 24 hours.

Should you show interest in any of the villas we are in a position to place a hold on your requested dates for a period of 48 - 72 hours depending on the time of year of the stay dates.

Providing a Quotation 

If the villa is available the details of the booking, total cost and deposit required will be advised to you by email and in the currency of the villa GBP, USD or THB

A deposit of between 20 – 50% is required on reservation depending on the villa owner and the dates of the booking. The majority of owners require the balance approximately 6 weeks before arrival and a reminder wil be sent two weeks before due.

Sending a Booking Link

Should we have received the best rate for the villa enquiry the email sent will be a "Confirmation of Availability" and include a "Booking Link" providing options for settlement and securing the villa of your choice.

Settlement

The payment settlement options offered are- secure online payment by credit/debit card including American Express (GBP/USD) and bank transfer in either currency.

Although we are unable to offer secure online payments in other currencies we are able to provide bank details for other major currencies. (AUD, NZD, EUR, ZAR, SWFR etc)

Confirmation that the Terms and Conditions have been read is required before continuing to make a payment. 

Once the deposit has been received a receipt will be sent confirming the amount paid and the due date for the balance.

It is a condition of the booking that travel insurance cover is taken out as soon as possible after the deposit is paid for the villa rental should unforeseen circumstances arise that prevents you from travelling to your holiday villa in Koh Samui .

Pre-Arrival Information 

At some point after the deposit and before the balance payment a request for flight numbers and arrival and departure times will be sent in order that airport transfers to the villa can can be arranged.

Most of the villas provide a fridge stocking pre-arrival service and any requests for snacks and drinks will be forwarded on to the villa managment. Should your chosen villa have a chef service included in the rental or has been requested for the first night meal, a menu is sent to guests for completion of choices and returned to ourselves for forwarding on to the villa managment.

On going Requests and Information

We pride ourselves on our personal service and we shall be pleased to share our personal knowledge with any request for information on the villas and recommended tours and activities to enjoy during your stay on Koh Samui. 

You will notice on the website that some of the larger villas provide lower rates for the use of fewer bedrooms than full occupancy.

This just means that the remaining bedrooms are just closed off and you will always have full access to the whole villa and it's facilities.

On arrival you unless specified previously in the booking process guests will be able to choose their preferred bedrooms.

Generally we do rely on the owner or villa mangement to provide us with up to date images and descriptions of the villas

However our marketing staff from the UK team up with the Koh Samui office twice a year to review all the new villas before or shortly after adding them to the website to ensure they meet the strict criteria we apply in order to feature teh villas on the Samui Holiday Villas website.

The majority of the villas we promote for villa rental are managed by reputable villa managment companies who are known to us and it is their responsibility to ensure that the owners allow ongoing maintenance to keep the villas looking their best.

It is also part of the Code of Conduct as a member of ABTA that the villa is as described on our website however allowances need to be made should recent changes to the villa had not been communicated to ourselves before a guest arrives.

A small number of Koh Samui villas do require a refundable cash security deposit on arrival and the details if any will be advised at the time of the requested quotation.

The cash deposit can usually be made in most major currencies.

The standard minimum night requirement is 3 nights during the low and high seasons, 5 nights for Easter and Chinese New Year dates and 7 - 10 nights for the peak season dates of Christmas and New Year.

Fewer nights may be possible on request depending on the requested dates.

The majority of villas have a daily housekeeping service, however the majority of the self catering villas in the "Simply Samui Holiday Villas" collection provide a cleaning service every 3 days together with a bed linen and towel change. Extra cleaning is always available on request at an additional cost.

The following numbers may be useful whilst you are in Koh Samui should you need assistance however the first call would be to your villa manager who will be able to assist you with any problems that you may have during your stay.

This information my also be available to you in the actual villa.

Emergency Numbers

Ambulance: 1554
Police: 191
Emergency Police 1155
Fire Brigade 199

Hospitals (there are 3 hospitals in Koh Samui)

Bangkok Hospital Samui : 077429500 (recommended_
Bandon Hospital: 077245236-9
Thai International Hospital 077414000-9

Transportation

Bangkok Airport
Bangkok Airways 1771
Seatran Ferry 077 251 555
Lomprayah Ferry 077 427 765

Embassies and Consulates (Bangkok)

UK 023 058 333. Australia 023 446 300.  Canada 026 360 540. China 022 457 043. France 022 668 250-4.

New Zealand 022 542 530. Singapore 022 862 111. Spain 022 526 112. Sweden 022 637 200. 

USA 022 054 000.

Most of the villas will have a welcome pack all of which will include bottled water.

Details of items for each of the villas will be provided at the booking stage.

Any pre-arrival fridge stocking requests of snacks and/or drinks will be forwarded to the villa managment.

All taxes and service charges will have been included in the cost of villa rental.

A small number of self catering villas in the "Simply Samui Holiday Villas" collection do not include electric and water usage in the villa rental and a meter reading will be read on arrival and on the day of departure and charged on average 7THB a unit. This information will be provided in the quotation at the booking stage.   

Any pre- arrival shopping list and all ingredients for meals taken at the villa will have  15 - 20% added to the invoice with a minimum shopping fee.

There is an increasing number of families choosing to spend a villa holiday in Koh Samui and although we cannot guarantee that all the villas are 100% child friendly. The Thai people just adore children and will make them very welcome with plenty of activities for them to enjoy.

Any villas not recommended for children of a certain age will be advised in the villa details such as a sharp drop from an infinity edge pool on a hillside villa. Please note also there is no law in Koh Samui Thailand to have a fence round the swimming pool and only 1 or 2 villas provide this. 

Should parents need a break from supervising their children there is a babysitting service offered by some of the villa mangement companies and can be arranged during your stay. However if day care is required then specialist nanny services are available on the island but need to be booked well in advance before arrival due to high demand especially in the busy seasons.

You will find that the large supermarkets (Tesco and Big C) stock most things you need for children including imported baby food and baby pampers. Inflatable pool toys etc can be found in outlets all round the island.

The villas in our Luxury Villas in Koh Samui collection have a full time chef included in the cost of renting the villa and other villas may have a chef for breakfast and lunch with an additional cost for a dinner service.

If the villa does not have resident staff then a chef service can be on request. The villa managment can confirm only if a chef is available for the requested time. On average a chef service would be 1500 - 2000THB each lunch or dinner session or 2500-3000THB for the day plus the market cost of the food + 15- 20% shopping fee.

Yes our luxury villas are perfect for that special destination wedding venue creating a perfect backdrop to a dream wedding with family and friends and have your own private space. 

At hotels and resorts you’ll often be sharing the venue with other holiday guests and in a villa you minimise your chances of an unknown crowd watching your ceremony.

It’s worth mentioning, that there is not a private beach on Koh Samui - this is part of the law. Some of our villas are tucked away within a cove withvery little through traffic, so you could almost consider them to be private. Of course the villas themselves are private and if you are in a hillside villa, it is very likely to be a very private bolthole.

Choosing a particular villa for the ceremony would depend on the occupancy of the villa and how many guests will be attending the event.

For events that involve guests more than 1.5 times the occupancy of a villa then there will usually be an "Event Fee" charged by the villa ( $1200- $1500) 

We are able to recommend wedding planners who will be able to create that magical dream tropical Koh Samui wedding you have dreamed of.

Please contact us  for further information.

Other useful information can be found on our Wedding & Events Page

The actual day of check in and check out at the villas are flexible and are not fixed eg Saturday - Saturday.

The check in and check out times are mostly a standard 3pm check in and 10.30 - 11am check out and these times need to be reasonbly strict due to the same day change over of guests with back to back bookings for the villa.

However should there be a request for different times for a check in due to flight arrangements, the villa managment will do their best to look after luggage and suggest nearby resorts, shopping areas orrestaurants for guests to remain until the villa is cleaned and ready.

If there is not a same day guest change over then the villa managment usually are able to accommodate the guests with an early check in.

A guest relations manager or villa manager will be available to provide any information on the various tours and activities on Koh Samui that interest you and we have also provided some information on our Activities and Attractions page.

The Samui Holiday Villas website has been providing luxury villa holiday rentals in the beautiful island of Koh Samui for a great number of years complimenting our parent company marketing holiday villas throughout the beach resorts of southern Thailand.

Samui Holiday Villas is a booking plaatform of Thailand Retreats Ltd with offices in the UK and Thailand and can offer a 24/7 service by email, telephone & WhatsApp -  so please contact us and check us out. 

Our company has grown with the development of the island of Koh Samui since arriving in 2002 when villa rental companies actually did not exist for the small number of villas scattered around the island as owner's second homes only.

Thailand Retreats is now recognised as one of the most reputable companies offering luxury villa accommodation throughout Koh Samui, Phuket, Krabi and Koh Phangan.

The feedback from our guests is that our first hand knowledge of the villas and their locations and the first class customer service tops the list and that is why they booked with ourselves and will return again and again for their holday villa in Thailand.

Guests booking with Samui Holiday Villas benefit from our membership of ABTA (Association of British Travel Agents) as we are governed by their Code of Conduct to ensure that the villas in Thailand that we market for holiday rental are as described on our website. Our membership number is Y2460 and we can be identified by clicking on the following link https://abta.com/find-a-member

Booking a holiday is an exciting time - a chance to meet new people, discover new places and escape routine and by booking with ourselves then you will be able to relax a little earlier safe in the knowledge that you have booked with a villa rental company you can trust.

As we have a presence on Koh Samui the villas are viewed regularly and only those that meet our strict criteria will feature on our website www.samuiholidayvillas.com.

We have provided you with an easy to navigate website and to assist with your budget and choice we have arranged the diverse portfolio of villas into 6 six different type collections based on the services offered in each. You will also note that we have a secure website for online payment settlement for quotations in GBP or USD or the option for bank transfer in multiple currencies..

1 GENERAL

Booking a Property is very different from booking a regular hotel room, especially with regard to payments and cancellations. Please do not just tick the box to accept these terms and conditions (as we all typically do!) – do please read the following conditions carefully.

Please note that each owner/ villa management has their own Terms and Conditions as set out in the villa details of each individual villa on the website that will override our own Terms & Conditions that are to be taken as a guide only.

1.1 Samui Holiday Villas is a booking platform by Thailand Retreats Ltd whose registered office is 4 Warwick House, Longueville Road, St. Saviour, Jersey and has offices in the UK and Koh Samui. Samui Holiday Villas promotes Koh Samui Holiday Villas on it's website www.samuiholidayvillas.com

1.2 Thailand Retreats Ltd trading as Thailand Retreats is contractually bound to consumers to provide holiday villa accommodation on behalf of owner and property managers whose properties are featured on the websites www.thailandretreats.com and www.samuiholidayvillas.com.

1.3 Accuracy of Information.

Thailand Retreats relies on the information supplied to us by owners and property managers and have been viewed accordingly at the time of accepting the villas for promotion and at regular intervals thereafter.
Although every effort is made to ensure that advertised descriptions are correct, it does not own any of the properties and therefore cannot control or prevent changes.
Although changes to properties advertised are infrequent we reserve the right to change the description or service of any property at any time, in which case we will endeavour to notify you of all changes before commencement of the booking date, if it is practical to do so.

2 BOOKINGS

2.1 Deposit Payment
An initial deposit of 15 - 50% (depending on the property) of the rental must be paid to confirm a booking. Settlement can be made by on-line credit card payment with VISA, Mastercard or American Express. Bank transfers can be received in any major currency.

All on-line payments made through the Samui Holiday Villas website will show as payments to Thailand Retreats and bank payments to Thailand Retreats Ltd

No contract will exist until receipt of payment. Should the deposit payment not be received within 5 working days and we are unsuccessful in further contact we shall presume that the reservation has been cancelled. Once a deposit has been received the reservation will be confirmed and a receipt of payment sent.

2.2 Balance Payment
Payment of the outstanding balance is due 75 – 45 days ( depending on the property) before the arrival date and a reminder will be sent close to the due date. If the booking is made within this period before the arrival date, 100% of the cost of the property rental shall be due at the time of booking.

2.3 Exclusions & Additional Charges
Rates do not include baggage handling, gratuities, telephone, fax and telegram charges, car rental, food, soft drinks and/or liquor, personal items and expenses, and any excessive cleaning required upon departure (such as upholstery or rug shampooing, etc) or replacement of breakages. Fair wear and tear accepted.

All the above charges are payable by you locally. In some cases there may be a security deposit payable on arrival usually in any of the main currencies. This will be returned to you on departure providing there is no damage to the property. The renter agrees to pay the owner for the cost of repairing or replacing (solely at the owner's discretion) any item of property, or contents at the Villa/Apartment, which is damaged due to negligence or willful default of the renter during the renter's occupation, or which is missing.

The person in whose name the booking is made acts on behalf of all other persons named and becomes responsible for all payments in respect of the booking.

2.4 Currency Fluctuations
The base currency of the villa will be stated in the booking details. Please note that the balance of the rental due in USD/THB and paid in GBP or other major currencies will be invoiced using the prevailing foreign exchange rate of the due date concerned.

3 CANCELLATION CONDITIONS

UPDATE

There are now relaxed cancellation terms for individual villas during the COVID-19 Pandemic for all new bookings and existing bookings at the present time and supercedes the following standard cancellation terms below. Please contact us for further information on your chosen villa. 

If it becomes necessary to cancel all or any part of the booking we must be notified in writing (email acceptable). The cancellation will take effect from the day the written confirmation is received.

The following cancellation charges are standard charges and will be applicable depending on when the notification of the cancellation is received in writing. Some villa owners have their own individual Terms and Conditions and if different from our own will be sent to you during the booking process or will be stated in the details of the villa.

30 days or more before arrival date:
Deposit forfeited - but credited for 9 months from the date of the cancellation confirmation. The credit can be used by the client or anyone on their behalf for any reservation at the original villa, during any period.

Within 30 days of arrival date:
All payments are forfeited unless the property can be successfully rebooked for the dates cancelled.

Christmas and New Year Period:
For any cancellation after the deposit and/or balance payment, all payments are forfeited and a full or partial refund is solely applicable in the event that another reservation is secured covering partially or fully the initial and cancelled reservation.

4 CHANGE OF BOOKING

An administration fee of £30 will be charged for any change to the booking after a confirmation has been sent. All changes will be subject to approval by the owner/property manager.

5 ARRIVAL & DEPARTURE TIMES

Guest should assume that Check-in time is after 3pm., and checkout time is prior to 11am.

6 REGISTERED GUESTS

Only those persons stipulated on the booking form may reside at the villa as guests. Please notify us as soon as possible of any changes. The number of people staying at the villa must not exceed the maximum capacity indicated by you in the booking form, except in the case of infants (under two years old), or unless specifically authorised. Should the owner or the local representative find that the number of people staying at the property exceeds that on the booking form, he may, at the absolute discretion of ourselves ask the extra person or persons to vacate the property forthwith. No camping is permitted in the grounds or gardens adjacent to the villas.

7 INSURANCE

It is a condition of the booking that the entire party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage). We shall not be responsible to you and your party for any and all claims including any accidents related to the use of the property facilities or locally procured third party services such as, watercraft, water sports, jeep or motorbike rental etc. we shall also not be responsible for any delay, additional expense or inconvenience caused directly or indirectly by events outside their control such as civil disturbances, fires, floods, severe weather, acts of God, Acts of Government etc.

8 COMPLAINTS

Once a property has been booked and paid for in full, Samui Holiday Villas will request flight arrival and departure details to pass on to the property manager. Once these have been received we shall provide you with the owner/property manager contact details should you have any travel related problems.
In the unlikely event of a problem with your rental property occurring, whilst you are abroad, you must inform the villa owner or property manager so that the matter can be put right.

If the situation cannot be resolved to your satisfaction, at the time, you may contact us to be given the opportunity to try to assist. All claims initially must be addressed directly to the property owner/manager and any compensation agreed before guest departure.
We do not accept responsibility for the breakdown of the supply of water, or electricity, internet connection or of swimming pool filtration systems, though we will use our best endeavours to arrange for any such problems to be solved quickly.
If there are any problems during the rental period, which could not be resolved by dealing directly with the local staff, contact us immediately and we shall try to rectify the situation.
It is understood that infrastructure, local standards and conditions are often of a less developed nature in a remote resort location than in more urban environments. We shall do as much as can be reasonably expected to rectify any problems that may occur, but cannot be held responsible for any situation that for some reason cannot be avoided.
Any complaints must be notified to us within 24 hours of the cause of the complaint occurring for us to act and contact the owner/property manager.
If the Villa is vacated before the end of the rental period without prior agreement with ourselves or the property owner/manager, this may result in the loss of all right to any compensation.

9 CONDUCT & BEHAVIOUR

The lead person who makes the booking is responsible for the correct and appropriate behaviour of the guests staying at the property. Should any member of the party not behave in such a manner, we, the owner or property manager may at their absolute discretion ask the offending guest or guests to vacate the property forthwith.

10 STAFF AT THE PROPERTIES

The service of staff is included at some of the properties. Additional services such as those of cooks and/or drivers can usually be sourced. Please give ample notice as soon as possible; especially at peak holiday seasons and we shall try to assist. We can assume no liability for such contracted staff. The rates for these services will be provided in advance and shall be paid by you as incurred.

11 VALUABLES

All of the villas have a safe and any valuables left at the property are left at one's own risk. Neither ourselves or the owners or staff at the property are responsible for any loss or damage to valuables or other property.

12 JURISDICTION

Any contract that is made will be with the acceptance by both parties of these Terms and Conditions, which are governed by the States of Jersey law, and both parties will submit to the exclusive jurisdiction of the States of Jersey courts.

13 AGREEMENT

These Terms & Conditions govern all bookings with our parent company Thailand Retreats Ltd. Any booking made or order placed by you, whether through www.thailandretreats.com or www.samuiholidayvillas.com shall be deemed an offer by you to rent the relevant accommodation subject to these Terms & Conditions. All bookings through our Company and all matters arising from them are subject to the States of Jersey law and to the exclusive jurisdiction of the courts of the States of Jersey.

The person who makes the booking accepts these conditions on behalf of all members of the party and is responsible for all payment due from the party. Booking services with the company are only available to persons who are at least 18 years old. By submitting a booking you warrant and confirm to us that you have read these Terms & Conditions and agree to comply with them.