FAQ & Resort Policies

Check in Time – 4 pm

Check Out Time – 12 pm

Best Rate Promise – We guarantee that you will always receive the best possible rate when you book through our official website, directly with the resort, or with our reservation center. If you find a lower rate for the same room type, dates and inclusions within 24 hours of making your reservation, we will match the lower rate and provide a $50 resort credit. Click for details.

Nightly Seasonal Experience Fee –The Experience fee provides more offerings than a typical resort fee, including a CIVANA water bottle at check-in, alkaline hydration stations, access to Trek Hybrid Bikes, daily fitness, movement and enrichment classes as well as weekly lifestyle lectures and culinary demonstrations, private dog park and free healthy treats, Wi-Fi, shuttle service to town within a 3-mile radius, USA Today newspaper, valet parking and 24-hour access to tennis courts and fitness center. Fee is subject to change and a 9.3% government tax.

Seasonal Fee:
$30 | June – August 2019
$35 | September 2019 – January 2020
$45 | February – March 2020
$35 | April – May 2020
$30 | June – August 2020
$35 | September 2020 – January 2021

Seasonal Cancellation Policy

April -January | To avoid penalty of one-night room and tax reservations must be canceled 3 days prior to arrival. See rate plan details for specific cancellation policy.

February – March | To avoid penalty of one-night room and tax reservations must be canceled 7 days prior to arrival. See rate plan details for specific cancellation policy.

Guarantee Policy – All reservations require credit card guarantee at time of booking. See rate plan details for specific guarantee policy.

Smoking Policy – All indoor and public areas are non-smoking areas. Designated smoking areas are available.

Family Policy – Children under 17 years of age stay free with an accompanying adult in the same room.

Pet Policy – We are a pet-friendly resort with a convenient onsite doggie park and healthy treats available at Cafe METO. Service animals are allowed in the restaurant and pool under America’s Disabilities Act. The ADA requires that a service animal must be under the control of the handler at all times. All other pets must be leashed, harnessed or tethered. Owners must always be in control of the service animal/pet including cleaning up after their pet and properly disposing of any waste in a marked trash receptacle. Pets are not allowed on the furniture including beds, chairs, or sofas. Guests will be charged a onetime $90.00 cleaning fee. A maximum of 2 pets per room is allowed. Weight limit of 75 lbs. applies. Dogs must be leashed outside of guest room at all times. Pets cannot be left unaccompanied in the room. Let us know prior to arrival to ensure we have secured a designated pet friendly room. All dogs must be registered. A room inspection is required prior to check out.

Early Checkout – An early checkout fee of $50 USED will be applied to any guestroom that departs on an earlier date than the reservation specifies unless 24-hour notice is given.

Extra Adult – Adult occupancy over 2 per room will be charged at $20.00 each per night.

Extra Child – Free of charge.

Crib – Complimentary.

Debit/Credit Card Policy – At time of check-in a debit or credit card will be taken to authorize for the full amount of the stay and an additional $150 in case of any incidentals. Any amount not used is released at time of check-out. Please note that it will usually take your bank between 3-7 business days to return the funds to your debit or credit card.

Self-Parking and Valet Parking – Included in experience fee.

Shuttle Service –to local business within 3 mile radius of resort.

Food & Beverage Gratuity – An 18% gratuity may be applied to any Food and Beverage purchased through a package or with a voucher. Restaurant parties of 8 or more persons may be subject to an automatic gratuity of 20%.

Room Service – Deliveries will have an automatic 20% gratuity applied to them, plus a delivery fee of $3.00.

Food and Beverage Tax – Food and Beverage Charges are subject to a 9.3% Sales Tax.

Spa Entry & Services – Guests ages 14 and over may enjoy massage and facial spa services. Guests below the age of 18 must be accompanied by a parent or guardian and do not have access to the spa pool, Aquavitality circuit or locker facilities. Guests 4 and over may enjoy salon services when accompanied by a parent or guardian. Access to all services and facilities is at managers discretion based on occupancy and availability.