FAQ & Resort Policies

Check-in & Check-out Time Check-in is at 4 pm and check-out is at 11 am. You may request an earlier check-in or check-out, however, it's not guaranteed. Guests must be 21 years old to check-in. Guests 17 years and younger are considered children. Guests arriving prior to this time may enjoy use of all the resort amenities.

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.

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.

Early Checkout -An early checkout fee of One Night room and Tax will be applied to any guestroom that departs on an earlier date than the reservation specifies unless 24-hour notice is given.

Guarantee & Debit/Credit Card Policy - All reservations require credit card guarantee at time of booking. See rate plan details for specific guarantee 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.

Nightly Per Person Experience Fee - For all reservations made after June 19th, 2020, there are no additional resort fees or experience fees. For reservations made prior to June 19th 2020, the experience fee is $30 per adult (18 or older), per night. All stays at CIVANA include the following amenities: a CIVANA water bottle with alkaline Flo Water hydration stations; unlimited access to complimentary daily fitness, movement and enrichment classes as well as weekly lifestyle lectures and culinary demonstrations; access to a private dog park; wifi; complimentary Trek bikes to explore nearby Carefree; complimentary tennis/pickleball equipment; valet or self parking; and 24-hour access to athletic courts and fitness center. Fee is subject to change and is subject to 9.3% government tax.

In Courtesy of Others - We have a few requests to help every guest enjoy a safe and memorable experience. Please be mindful of areas throughout the property marked as “quiet zones.”

As a courtesy to all guests, we request that you be mindful of where you use your cell phone throughout your stay. Talking on cell phones is permitted throughout the property, except for the Yoga Studio, Spa, and Labyrinth. We request noise level be kept to a minimum and texting is preferred when possible. Please keep all mobile devices on “silent” and be mindful of others when using.

Smoking Policy - As a wellness resort, we strongly discourage the use of all smoking products and e-cigarettes and the use of these products is prohibited. Smoking in your room is not allowed. If you smoke in your room, you will be assessed a cleaning and deodorizing charge up to $250/night.

Wellness Classes & Programs - Choose from 70+ fitness, personal growth and spiritual classes each week based on availability. Whether you are looking to tap into mindfulness by learning meditation or strengthening your core with one of our many yoga offerings, there is a class that is right for you. Class schedules are posted 4 weeks in advance and can be viewed online to help you plan your activities. Sign-up is available 14 days prior to arrival on a first-come, first-serve basis. Our Guest Experience Guides will reach out to you to plan your classes and spa appointments, ensuring a wonderful stay and no stress when you arrive. If you are looking for a more intimate wellness experience a member of our guest experience team can also assist you with booking private sessions with our wellness guides. Please arrive 5 minutes prior to any experience you sign up for. For your safety and as a courtesy to other guests, late arrivals are not permitted in classes. Due to high demand and limited class space, it is important that you attend the classes you sign-up for. Guests who sign up for a class are permitted to cancel without a fee up to 4 hours before class start time. All cancellations made in less than 4-hours’ time and each class missed, will be billed a $15 no-show fee to their in-house folio. To cancel, email wellness@civanacarefree.com.

Family & Children - Children under the age of 12 are not permitted. Children 17 years of age and younger may stay with an accompanying adult in the same room. Note that spa access is for guests 18 and older and most class offerings require guests to be 16 years or older.

Pets - We honor those who require animal companionship. 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, and sofas. Guests will be charged a onetime $100.00 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. Inform reservations 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.

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

Food & Beverage Gratuity & Tax - 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%. Food and Beverage Charges are subject to a 9.3% Sales Tax.

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

Pools - The resort pools are open 6am-10pm and accessible with your room key. Poolside food and beverage services are available from 11am-5pm. The Spa pool is for adults only and accessible on a complimentary basis with a spa services or daily for $30 pp for resort guests not receiving a spa service. Swimming in our saltwater lap pool at the spa is available daily prior to 9 am for adults 18+ during Spa hours at no charge. Check-in at the Spa desk is required for access.

Pool rules include:

• Pools are exclusively for registered resort and cabana guests.
• No outside food and beverage.
• No glass in pool area.
• No smoking.
• Music allowed with the use of headphones only.
• For health and safety, diaper age children must wear swim diapers.
• Guests must comply with all pool regulations posted within the pool area.
• Loud, offensive and/or profane language are prohibited.
• Resort reserves the right to refuse access and service to pool area.

The Spa & Salon at CIVANA - Reservations are recommended to be booked 72 hours in advance with a 24 hour notice for cancellation to avoid cancellation fees. Unless otherwise noted, please notify us at least 6 hours prior to the start of your spa treatment to avoid a 50% cancellation fee. A fee of 100% of the treatment price will be charged to guests not giving any notice of cancellation. Please arrive in plenty of time so that you can enjoy your full journey. Late arrival may shorten your treatment time. For your convenience, a 20% service charge is added to your total treatment price, which is modifiable at your discretion. The Spa at CIVANA is designed for adult use, age 18 and older. We do accommodate teens age 16-17 for treatments only (excludes any facility use) providing that an adult parent or guardian is in the treatment room for the duration of the service. Salon services are open to ages 8 and older when accompanied by an adult. Please note that CIVANA resort guests who are having a spa or salon treatment are able to use the spa facilities on the day of booked services with no additional charge. For resort guests who are not having a service, but wish to use the spa amenities, Aqua Therapy Circuit and outdoor lap pool, will be charged a $30 daily spa use fee per person.

Donation Requests - We'd be pleased to do our part to help your cause. All charitable donation requests can be sent to email donations@civanacarefree.comfor consideration.

Photography Requests - In support of our mission to provide a quality experience and privacy for all of our guests, professional photography is strictly prohibited, unless in conjunction with a contracted catered event (ie. a wedding or conference). Full photography sessions outside of these parameters are not allowed, including for registered guests on-property. This includes professional photography for the following: graduation, family portraits, prom, pregnancy portraits, anniversary, birthday, holiday, weddings photos where the wedding is held at another venue, and all other non-resort related events. Engagement photo sessions may take place only if in conjunction with a contracted wedding event on property. Advance notice is required and permission must be granted prior to shooting. Approved photographer/videographer will be required to provide a certificate of insurance prior to any work, and it is at the resort's sole discretion to request such certificate. Disruptive photography or filming is not allowed. Hotel management reserves the right to ask any photographers to cease their session for any reason. Unauthorized use of unmanned aircraft systems (UAS), including but not limited to drones and radio controlled aircraft and devices by the public or guests is strictly prohibited without prior approval. For all press requests, please email media@civanacarefree.com.

Media & Advertising Inquiries - For all media and advertising inquires, photo requests, or to receive property news and updates, please email the Marketing Department at media@civanacarefree.com.

Influencer Requests - We value the power of social media influence as a way to share our brand and collaborate with others. If you are interested in working with CIVANA Wellness Resort & Spa to produce meaningful wellness focused content, please contact media@civanacarefree.com for consideration. Due to a high number of requests, please allow the team up to 7 business days to review your request.

Music & Performance Requests - For musicians and other performance acts interested in playing on-property, please email media@civanacarefree.com.

Program Offerings & Visiting Specialists - For those interested in offering programming opportunities, please email Amanda Grant at Amanda@civanacarefree.com.

Retail & Trunk Show Requests - If you are a retail vendor and are interested in having your product sold CIVANA, or if you are an artist wanting to showcase your special jewelry or fashion at an upcoming trunk show, please contact CandiceK@civanacarefree.com.